ComplaintsforBob's Appliance Service, Inc.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged for initial service visit of $165.73 which I gave authorization for refrigerator assessment and had to order water filter part. I agreed to this amount being charged on my credit card. Initial appointment was December 29th between ****-1200hrs and they actually arrived at 1535hrs.Returned January 5th at ****hrs and placed new part on refrigerator which did not resolve issue. Technician stated he would order another part and have office call me to tell me price of new part ordered on January 5th. I received a charge on my credit card WITHOUT my authorization for $260.75 for this visit. Total paid $426.48 and refrigerator does not work! The unauthorized charge of $260.75 on my credit card without my permission is my major concern. I called the office and spoke with ******* who has been very rude to me and the company technician throughout the entire process. She stated she would have her boss call me and she hung up on me during our conversation.Very poor customer ********************** and willingness to resolve the issue. Your BBB assistance is greatly appreciated!

  Business response

  01/18/2024

  12/27/23 9:08: Job created by **, ****** for 12/29 FRI **** TT
  12/27/23 9:10 JJ: cust knows abt svc 150+tax tax and no show fee and gave cc#
  12/27/23 9:21 JJ: Spcltvly tagged for use WR30X10093
  12/27/23 9:21 JJ: *****I TAGGED ICE MAKER DONT KNOW IF YOU WILL NEED IT SO CHECK.******
  12/28/23 15:26 MG: Dsptchd to TT
  /___
  12/29/23 9:00: TT arrvd 12/29 FRI at 8:56, waited 2 mins against NS (Customer needs to reschedule both her and husband were at work and forgot about appointment. Asked to please call her as soon as you can give her the next available day. Thanks); (via SDM)
  /
  12/29/23 12:06 MG: Customer called and was wondering where the tech was. I told him the tech called and spoke to someone that said they forgot about the appointment and both her and her husband was at work and need to RS. I asked the customer if the number was correct and he said no. The number should be ***-***-****. So I don't know who **** called, but it wasn't the customer and he is mad. He took a day off work for this appointment and it's not his fault. The phone number was entered wrong. I told him I would have ** call him back.
  12/29/23 15:05 KL: schdld for 12/29 FRI ! TT
  12/29/23 15:08 KL: Dsptchd to TT
  /___
  12/29/23 16:27: TT there 12/29 FRI, 15:44 to 16:25, Could you please schedule me to return with part Friday at 8. And will need to replace water valve.. icemaker works its just the water valve is making a severe humming/vibration when calling for water, the side going to icemaker is only getting ****v and 120v going to water filter. Need someone to run card; ordrng 1 Wr57x33326 (Water valve), dspstn on spec-tagged invntry: 1 WR30X10093 ICE MAKER [a simple Misdiagnosis], saved tckt [Tckts/93583a.png], snapped 1 QuickPics (via SDM)
  /
  1/2/24 14:41 KC: Rcvd $165.73 Bankcard Ref # 0
  1/2/24 15:20 KC: schdld for 1/5 FRI 8:00 TT
  1/2/24 15:21 KC: called to give est so customer is aware left message (line 1)
  1/4/24 15:15 PC: Dsptchd to TT
  1/4/24 16:38 JJ: Spcltvly tagged for use WR57X33326
  /___
  1/5/24 8:53: TT there 1/5 FRI, 7:52 to 8:47, R&r all parts, tested unit but still having slight vibrations at top of water lines in the back. Called tech line spoke to *******, did some process of elimination and found the water filter head needs replacing. By passed filter and had no issues but had to hook back to original way because water line was leaking. Will need estimate on filter head, will have to look up at shop. informed customer that there is a charge for coming back to install the part  along with the part itself - Will need someone to run card as well, customer says yall have card info.; dspstn on spec-tagged invntry: 1 WR30X10093 ICE MAKER [a simple Misdiagnosis] and 1 WR57X33326 WATER VALVE [used], saved tckt [Tckts/93583b.png], snapped 1 QuickPics (via SDM)
  /
  1/5/24 9:07 KC: Rcvd $122.64 Bankcard Ref # 0
  1/5/24 16:33 KC: I spoke to **************- i also have ticket - holding till i hear back
  1/8/24 11:32 KC: Rcvd $138.11 Bankcard Ref # 0
  1/10/24 11:16 KC: closing ticket out
  1/10/24 11:17 KC: rcrdd paid cmpltn in SlsJrnl $426.48

  Customer response

  01/18/2024

   
  Complaint: 21104829
  
  I am rejecting this response because:  I am done with this process.   The notes above are not completely accurate.   ******* used my credit card without my authorization and did not inform me of all charges or estimates being entered.   No further action required.   I will not utilize their services ever again and will be sure to communicate this to friends and family in the community.   
  
  Sincerely,
  
  *************************

  Business response

  01/19/2024

  Our notes are accurate. You were given an estimate. You okayed the estimate.

   

  parts: 111.00
  tax: 7.49
  conv fee: 4.15
  total: 122.64
  
  labor: 125.00
  tax : 8.44
  conv fee: 4.67
  total; 138.11

   

  These two amounts = ****** which is what you state you were charged. This is what was okayed.

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