ComplaintsforAtlantic Appliance, LLC

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fees not disclosed when service scheduled due to concern of possible gas leak. technician arrived and He smelled for a gas leak, advised he didn’t smell any gas, used a handheld gas detector over the burners and in the oven with no reaction, then advised no leak and prepared bill. Work was not required to oven, he didn’t even check the gas connection (was told when I called that a valve might be leaking) but charged $125 labor on top of a $85 service call fee. When I questioned the technician, he advised there was a minimum 1 hour labor charge of $125 plus the service fee of $85. None of this was shared at the time of the appointment. I should have only been charged the service call fee.

  

  Business response

  02/09/2024

  Mrs *******Atlantic Appliance is a licensed and insured repair company. Our fee structure is based on costs of doing business. We employ highly trained technicians who are very good at their job.  I agree with you that things are getting expensive and we try every effort to keep our costs down as much as possible so we do not have to charge our customers any more than we have to .I also agree we should do a better job on the initial call to explain our rates. I apologize.  ***** spent 41 minutes driving to your home and 24 minutes in your home. We have a standard service charge of $85 and a labor rate of $125 an hour (minimum 1 hour) **** ********* ******* would pay the same rate you paid if the stove was under warranty. The rate we charged you is well within the norms of our industry. Carl Ramsberger

  Customer response

  02/09/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It is clearly communicated in your response the fees were not communicated when the service appointment was made. The highly trained technician did not perform a highly trained service and did not even check the main connection to the stove. When I asked him where the gas is turned on/off to the stove, he shined a flash light under the stove and said he sees the gas line but not sure, maybe behind the unit. Most of the time logged at my house was spent talking. I fully understand the costs of doing business but had I been advised of the fees, I would have evaluated the concern differently. Is it possible to refund the $125 labor charge, or at least $75 based on the time he spent in the home? Regards, ****** *******

  

  Business response

  02/12/2024

  The tech did perform the necessary actions to determine if there was a gas leak or not. We use a combustible gas leak detector and a pressure gauge which are very sensitive pieces of equipment. If the tech does not get a response from detecting under the back of the unit on the floor the possible leak is not from outside the unit i.e. the supply lines. He then checked under the manifold for any leaks which none were found. Although seemingly mundane years of training and experience went into how the tech determined if there was a leak at the time of service or not.Carl Ramsberger

*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. ↩