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Complaint Details
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Initial Complaint
09/19/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Best Yet was the third party installer for a ******* washer and dryer I had ordered. When they arrived they said they needed to perform "code updates" to install the items and demanded $200 for the work even though we had fully paid for installation to be included in the original order. Since the order had taken so long to fulfill, we paid for the "updates" but the dryer was not working. We ordered a replacement but Best Yet refuses to come out to install the replacement unless ******* generates another work order or Best Yet says we would have to pay them again. Best Yet seems to be using their relationship with ******* to not only get paid by ******* for having a service agreement with them, but also charging customers extra for these "code updates", essentially double dipping on their service calls. Please read other reviews for what seems to be a pattern of behavior. While their responses would suggest that these "code updates" are necessary, it puts the consumer in a terrible position to expect an installation to happen and then when the Best Yet technician says, "pay or I walk away", the consumer is faced with going back to the a byzantine scheduling system where they will continue to be without an operable appliance for another 2 weeks. Best yet won't even help with contacting ******* to finish the installation job for which they have already been paid. If anyone on BBB is reading this please investigate this unprofessional practice.
Business response
09/19/2023
I would like to apologize for the poor communication. yes, unfortunately our company does charge for code updates, these prices are a fixed rate, when we show up, we try to have a fully stocked truck so that we can tackle whatever obstacles we are faced with allowing the customer to not have to reschedule and miss multiple days of work. We do focus on the safety of our customer, their families and their homes. When you purchase the installation, the sales team neglects to tell customers that the installation team are licensed and insured plumbers who cannot perform the work, unless everything meets or exceeds Massachusetts code. As far as contacting ******* we have tried in multiple occasions to do so, and they will not talk to us because we did not purchase the product. I do apologize if our plumber did not explain any of this properly or was very blunt about it. I will have a conversation with him pertaining to his presentation and explanation that goes along with the code updates and customer relations.
please reach out to ****************************** if there is anything i can do to further assist you.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.