ComplaintsforAdvanced TV Service

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business charged my Grandparents 150 dollars to pick up their ************* it on February 11th. They have promised to call back every time we call but have failed to do so. Now they are saying they cant find it or have record of it. They have essentially charged to steal a television. It has been months. Now they do not pickup the phone or answer the door at the business.

  Business response

  11/18/2022

  This Response was provided to the BBB verbally: 

   

  • The business was closed due to Covid and  was by appointment only . Covid also caused the business to have a delay in parts.
  • The ****** charge is a service charge and to confirm the problem with the ** and not for the repair.
  • The business completed the repair and delivered the ** to the home of the consumers in good working condition and charged ****** dollars for the repair.
  • The business received a ****** check that did not clear the bank.
  • Consumer made the business aware that the sound on ** was not working, the business stated they tried to contact the consumer and left messages to have consumer contact them and did not receive a call back.
  • Business decided not to pursue the collection of the ****** dollars.

• Initial Complaint

  08/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a TV repair business that claims to have been in business since 1977. The business also claims to be a member of the Better Business Bureau, which it is not. They charged a $50 diagnostic fee for TV repair (65" Vizio). They kept the TV for two weeks... My husband and I called three times to find out if the problem had been diagnosed. Each time we called, the owner gave the same response: "Now what was going on with it again?" They diagnosed nothing and the TV was never fixed. It is also very concerning that the business claims to be BBB affiliated. That's fraud and misrepresentation.

  Business response

  08/26/2021

  Business Response /* (1000, 5, 2021/08/23) */ In response to customer complaint, we don't simply claim to have been in business since 1977, as we have been in business since 1977, & registration with Gaston County may be referenced in the local records as public record. As far as our affiliation with the BBB, we are A+ Rated with the BBB & have maintained such a high rating & high standards for decades, which I'm sure that can be seen easily on the BBBs website. Also we continue to maintain the high standards as always! Now as far as the estimate fee paid of $50.00, we gave customers both husband & wife estimate, which was disapproved. Customer advised they would like to pick up tv not repaired, which was picked up on Saturday 8-21-21. we have a signed copy of the receipt in which the customer disapproved estimate.On Saturday morning X-XX-XX Mr ***** called & we advised he could pick up later in the day. He agreed & then later we received a call by Mrs. ***** asking if there was any way it could be picked up any earlier, we explained that her husband had agreed to pick up later in the day, we went ahead & accommodated, by meeting her at shop. After arrival, we explained that we were operating with flex hours (by appointment) due to Covid-19. She responded by saying she didn't believe in all that mess. We informed her that we recently lost a family due to Covid-19. Sadly she was not very sympathetic. The bottom line is the customer paid $50.00 estimate fee (which estimate was declined & picked up not repaired. Note, We also look at this as business libel, slander & the legality of such issues. We do not take these matters lightly. As we strive to maintain our business reputation & have done so for many years. Note: we also have signed documentation by customer available upon request. Consumer Response /* (3000, 7, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Over the course of two weeks that the business had the TV, they received three phone calls from us and could never remember what was wrong with the TV. The man I spoke with kept asking, "now what was going on with it again?" When I spoke with him by phone on Friday, Aug. 20 (my 3rd and final call), he indicated that the "repair would be about 300 bucks" and didn't mention the backlight display as being the issue until I mentioned that my husband thought that may be the issue. He said he would have to order that part from the manufacturer. When I called on Saturday to pick up the TV, he said that he had, in fact, ordered the part (he never told me that) and planned to repair the TV that day (since I verbally disapproved by phone on Friday, I'm not sure where he assumed ordering was OK). At pick up Saturday, he had the audacity to take a wrong remote control out of his pocket, attempting to pass ** off as ours, which it was not. The dilapidated state of the building made me uncomfortable as he told me he would "go get my remote" and disappeared behind the building for several minutes. This isn't a COVID-19 issue; but, of course, he wants to make it one. My personal health or beliefs have nothing to do with his slipshod business practices and lack of customer service. His advertising falsely touted that the "business" is a BBB member, which it is not, unless he has reinstated quickly since my initial complaint. Business Response /* (4000, 9, 2021/08/25) */ During the period we had tv, we received a couple of calls by customer, as to the status, in which we were not in the shop at the that time, the diagnosis/estimate was not finished. The call we received on Friday August 2, in which we quoted about 300 dollars for parts & labor to do repair. To be exact 295 less fifty paid when dropped off, with a balance of $245.00. if approved, the parts if not in stock, would be ordered from the manufacturer & could have ready in about a week. Estimate was declined. Early Saturday morning, Mr ***** called & asked what time he could pick up his set & we scheduled for later afternoon. He said he was doing a delivery in Charlotte & was going to call us when he returned. Shortly, his wife called & asked if we could make it earlier, in which we did, during our discussion we informed her that we had located the part if they were to change their mind. As far as ordering parts, we only do that if an estimate is approved. While we loaded tv set, was asked about a remote control & cord. We gave her a cord & remote, which she said the remote was not theirs, actually it wasn't marked on the receipt. We mostly don't take remotes due to we have our on that we use when checking/repairing sets. As far as her comments about our building being decalated, (which we think it looks pretty good after providing service & being located there (same location) for MANY YEARS! As far as when we mentioned being on flex-hours by appointment, due to Covid-19 & we that we recently lost a family member due to Covid-19 (which didn't seem to phase her). As far as with the kind of attitude that this customer displayed, we feel & choose that the best thing would be for them just to find someone else for their tv needs. And we do have the ticket signed by the wife, estimate declined/not repaired when picked up on Saturday 8-21-21. Consumer Response /* (4200, 12, 2021/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just an apology for your slipshod practices would suffice - this business is a farce.

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