ComplaintsforHerb Snow & Son Appliance Center

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business came out to replace my ice maker. I had already removed from the fridge. The repairman brought the exact part, walked in and began to replace it. During, he said I would be charged a diagnostics fee. I objected as he didn’t and couldn’t, do any such work as the unit didn’t have power to test. He got the owner on the phone that was rude and continued to interrupt. I paid the call out fee but not the $39 diagnostics. She has turned me in to collections for work that wasn’t performed.

  Business response

  09/12/2023

  Upon arrival, tech found ice maker inside refrigerator door, installed. Tech removed ice maker and found broken wires where ice maker had been removed previously. Tech quoted repair cost, which customer decided was too high. It should be noted that we only charge a diagnostic fee if the repair is not done. If the customer had paid for repair, there would not have been a diagnoses fee. 

  After customer declined repair, he said he was not told there would be a diagnostic fee. All calls are recorded, and we reviewed the phone call. On the phone call, we found the customer was told the trip charge plus parts, labor, and diagnostics. Customer still refused to pay, even though he was informed prior. Customer was told he would be turned into collections if he did not pay diagnostic fee. Audio file is available, but BBB does not allow audio/video upload.

  Customer is not eligible for billing adjustment as he was charged exactly what he was told he would be charged when he called.

  Business response

  09/14/2023

  The customer is not eligible for an adjustment, as stated previously.

  The BBB system is to prevent genuine fraud from businesses that are not reputable. Customers that abuse this system because they didn't get their way, or they couldn't manipulate the person they talked to into doing what they wanted, disenfranchise what the BBB is for.

   

  Customer response

  09/14/2023

   
  Complaint: ********
  I am rejecting this response because: I’d like the provider to describe/justify the diagnostic actions performed by the technician, instead of dismissing whether an adjustment will be made.  Without any justification, this charge is unfounded.  I believe these charges are made as that’s the payment to the tech for their time which should come from the call out charge. 
  
  Sincerely,
  
  **** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩