ComplaintsforHenry's Electric, Inc.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We called for service on a badly installed new dishwasher and a broken door on a new oven. We were told those were warranty items and would be fixed. The tech came to fix those items. We received a bill for a service call for an imbalanced washing machine. We disputed the bill and were told they can bill for service because the tech gave us some advice about balancing the washing machine while at our home on the repair call. The tech never serviced or touched the washing machine. We are being billed for a service call improperly. All items serviced were under warranty and delivered broken or poorly installed by this company originally.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/18) */ *** purchased an entire GE package on 5/3/21 via telephone. ***'s husband ***** called into our Service Dept. for 3 separate repairs. At that time, he was told that if any of these repairs are not covered under the 1yr. manufacture warranty that he would be billed for the service call, which he agreed to. We serviced a dishwasher gasket which was covered under manufacture warranty, a range that needed a new glass for the oven door which was also covered under the manufacture warranty. (please note both of these repairs were due to manufacturing defects at time of installation). The third was for the washer. Our service technician found that *** was overloading the unit causing "out of balance" issue. He instructed & educated her on how to load the washer. This type of service call is NOT covered under the manufacture warranty because it's printed in the customer's Use & Care Guide which they are expected to review. Therefore, *** was billed for the service call of $85.00. She responded with a letter stating "it wasn't appropriate because the washer wasn't installed properly to begin with". An out of balance error has nothing to do with installation. I replied to her to explained 2 of the 3 calls were covered but the washer wasn't due to manufactures policy. I indicated in the letter to please contact GE Customer Care at ************ and request a possible authorization/concession # to cover the cost of the washer call. She replied to my co-worker she was insulted with the washer invoice. I replied to her via email to explain how and what GE's warranty policy allows. I heard from her husband a few days later wanting to discuss the bill. He did then admit he called in 3 separate orders and was told about the warranty policy regarding charges if nothing was needed for repair. I suggested to him to contact GE's Customer Care for possible authorization on the washer charge. He said "he doesn't feel he should be the one to call, that I should, he purchased it from us". I replied I would call for him this 1 time, which I did and received the concession. Therefore, I was able to get the washer charge covered and credited ***'s invoice. We feel we have gone above and beyond to help *** with an issue that should have been address directly with GE. We did our best to give them quality customer service from our company. Thank you, Scott Leprovost

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