Complaints

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/17/22, I reached out to Rusticane via text message, asking if he did microwave repair, which he confirmed that he did. He said he would be able to come out the following day, on 5/18, for an initial diagnostic (he charges $79). But the day of the scheduled diagnostic and potential repair, he canceled last minute. We rescheduled for the next day, 5/19. On 5/19, he sends me a text message stating that he had done the diagnostic and repair. Please keep in mind that he never reached out to me to ask me if I wanted to have my microwave repaired by him. He said that he would be charging me $149. Cane acknowledged that he should've reached out before he completed the repairs and told me that it was up to me if I wanted to just give him the diagnostic fee, the $79, or the total, $149. I paid him the $149 via *****. It was only fair to pay for services rendered.On 6/14, my tenants (this is a rental property, FYI) told me that the microwave was still experiencing problems. I reached out to Cane again on 6/15 and informed him that the microwave was still experiencing problems. Cane said he would be able to come out on June 21. But he canceled again because he was sick. We rescheduled for 6/24. At 11:08 AM on 6/24, Cane sent me a text saying that he was on route from Bowie to College Park. Last I heard from him until 6/27, claiming that nothing was wrong with the unit. But as you can see from separate conversations with him and my tenants, the microwave is still in need of repair. I spent $149 for nothing. DO NOT USE ***** to pay Cane your money. ***** rarely provides refunds and once the money is gone, it's gone. DO NOT USE ***** with him, even if he insists. He is a liar, he took my money, and instead of admitting he didn't know what the heck to do, he kept trying to direct me to find someone else instead of offering me my money back or some other mutually acceptable alternative. Please refer to my attachments as my supporting documentation.

  Business response

  07/12/2022

  ---------- Forwarded message ---------
  From: Rusticane Appliance Repair <**********@gmail.com>
  Date: Tue, Jul 12, 2022 at 9:09 AM
  Subject: Complaint ID ********
  To:  <[email protected]>

  
  

  To whom it may concern,

  First I would like to extend my apologies for not responding in time I for some unexplainable reason did not see this mail in time.

  Concerning this complaint, This lady texts me and asked me If I did microwave ovens and to my response I had told her I did, I'm not good with dates but I had explained to her my trip charge is $79. Once I got to the residence I did find issue with the microwave that both display and control boards are non functional, so, what I did was I took the whole unit down ( and mind you as a one person this unit was heavy) and got to the control panels and board and I reset the whole electronic system and managed to get it to work, I then re installed the microwave back and everything was functional.

  I admit yes I was not supposed to repair it without her consent but I knew if I had told her labor $149 no one would refuse that price because a new one costs way more than that she sounded uncomfortable paying that small amount so I had texted her it's ok if she didn't feel like paying that amount which was very very reasonable compared to what I did, and plus I was saving a trip back.

  She paid the labor charge and after some time I think a month or so she texts me about the microwave having the same issue, I went back at some time but delayed going cos I was down with the flu but I eventually went back and when I was there there was no issue with it, everything was working fine, I never charged no trip charge, I ran the unit many times and the tenant was standing right there and I left and had explained to her nothing was wrong. I don't know if she wanted me to lie to her.

  I have been in business for years, I have very good reviews and I have no intention of cheating someone $149, I even charged way below my actual labor.

  Business response

  07/27/2022

  ---------- Forwarded message ---------
  From: cane x***** <**********************>
  Date: Wed, Jul 27, 2022 at 10:15 AM
  Subject: complaint ID ********
  To: <[email protected]>
  

  
  

  Good day, again I'm responding to this the way I responded before;

  I went to the residence, took down the unit, reset the main control board and display board and the unit worked, I charged $149 labor which she did not even want to pay and I had told her it was ok if she didn't but she paid.

  I agree to my communication being poor but NOT intentionally I was under the weather (sick), I went back the unit had no issues at all, I took time to respond to her I was still not feeling well but I had told her that I was there and the unit was working fine so I had no diagnosis to give her, up until now I seriously do not understand her complaint, the $149 she paid me for the job I did?, the communication part to which I had no control over due to being sick? or what? 

  I'm glad she had someone else go and solve the issue that I could not see while I was there maybe it was intermittent, that is why I advised her to get a second opinion since I could not find any issue on my second visit.

  So what exactly does she want? I didn't over charge her, I never charged for second visit, I could not find any issues after my 2nd visit I don't know whether I was supposed to lie or not, I'm just not understanding
  

  Thank you for your business,

  
  

  Cane M******

  Rusticane Appliance Repair, CEO

  Phone: **************

  Fax: **************

  www.rusticaneappliancerepair.com
  

  Customer response

  08/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I've already explained what I want. This technician's diagnosis was incorrect because I had to hire a second technician to figure what was wrong with my microwave. A customer pays when services are rendered. When those services are not rendered, there should be a return. As I have stated since my initial complaint, I want a refund. Cane can repeat his story over and over, providing irrelevant details about being sick and not charging me for the second trip to my rental property (Why would he? Who charges someone when the same problem still persists? Please don't act like you were doing me a favor), or that microwave was working fine when he left the second time (it was not). I've provided more than enough documentation to demonstrate that Cane has been inconsistent with his account of what took place. I've even provided a receipt showing what the problem was from the second technician. Cane has provided nothing except repeating himself over and over.

  I just want a refund because he did not repair what he keeps claiming he did. 

  Regards,
  
  **** ***

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