ComplaintsforA J C Services & Furniture Repair

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We experienced an issue with our ******* loveseat recliner and contacted the store we purchased it from. They referred us to AJC Services & Furniture Repair. We contacted **** *******. He came to our home 8/6/22 and determined a broken spring was the issue. He said he would order the spring, which is covered by *******, but the labor would be $120. He sent us an invoice, which we paid. We didn't hear anything further from him. I sent a text 9/8/22 and he replied the spring was on order. He said he would follow up on it and get back to me. I have tried to contact him several times since without any response. The repair has not been done and I am out $120.

  Business response

  02/02/2023

  I did indeed inspect the issue on 8/6/2022. I explained to the consumer that there is an 85 dollar inspection fee and the install of the spring and collar would be $120. The inspection fee would be applied to the total, with a balance of $35 left.  The consumer paid in full. I am a 3rd party contractor that took the job and had to order the part through a furniture company. I cut ties with said company on 8/15/2022 and the part was never ordered by them. I admittedly never followed up on this as it was a customer of the furniture company. However the husband contacted me and I spoke to him on 2/2/2023 and explained that the part was never ordered and I would be happy to drop the inspection fee down to $65 and refund the difference of $55 to him. He agreed. The wife called and left a message later that night that she wanted the entire amount refunded. An inspection was performed on the furniture and I do not agree to refund the entire amount. It takes time to diagnose an issue and I drove to their home to inspect and find the problem. I will refund $55 to the customer but that is it. I believe this is a reasonable offer that was agreed to by the husband. 

  Customer response

  02/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  I provided a picture of the broken part before the visit. I quote from his text, "You would definitely assume correctly. I can at least make sure I have extra springs with me." The technician did not bring the springs with him. In effect, I am being charged a service fee for no service. I have been waiting over 6 months for a repair that was never done. I have attempted several times to contact the technician to resolve this. I will not accept anything less than a full refund. 
  
  
  Sincerely,
  
  ****** ********

  Business response

  02/04/2023

  As I said, there was an inspection performed, which means the technician drove out and spent time diagnosing the problem to verify that there was nothing else wrong with the furniture. There was an inspection fee to be collected. Any other service industry charges diagnostic fee. A mechanic will not diagnose an issue on a vehicle for free, a doctor will not diagnose an illness for free. A plumber will not look at a leak for free, etc. They may spend 2 minutes looking at the issue, and never do anything. I stand by the reduced inspection fee and offer of $55 refund. If this is not acceptable, then the complaint can be closed as unresolved.

  Customer response

  02/07/2023

  Complaint: ********
  
  I am rejecting this response because: There is an expectation when an inspection is requested and the full amount for the inspection and repair has been paid, that the repair will be completed. You came and verified that the picture I sent you represented the problem. I paid the full amount of the inspection and the amount for the labor in advance of receiving the service. You stated you would order the part and contact me to set up the repair. Whatever your issue with the furniture store, you didn't act in good faith and keep your word to complete the repair. I acted in good faith by paying you for something that you didn't follow through on. I still have to have someone come out and pay them for the work I have already paid you for. How is that fair? You didn't even contact me regarding completing the repair until you were contacted by the BBB. Are you planning to refund the amount you were paid for labor that you never performed or are you expecting to keep that as well?

  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. ↩