ComplaintsforMr Appliance of SCC

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/30/23 I was charged $144 for a service call for a microwave repair. I paid the amount requested. However, during the call, the technician never took apart the appliance to give a proper and accurate diagnosis as to what the problem was. When his diagnosis was "complete," I was quoted $665 for the repair. A new microwave with installation would cost around this amount or less so I declined the repair. I then asked if I bought a new microwave, if they would install it for me (so I did not lose out on the $144 service call fee). I was told they would not. Therefore, I am either 1) out the $144 and still have a broken microwave -OR- 2) pay the $665 for a repair that does not make sense. There is not a reasonable or fair solution and I feel the company is taking advantage of customers by giving outrageous quotes without offering an alternate option for repair.

  Business response

  06/06/2023

  ID ********
  On *** 24th this customer contacted our office and requested an appointment for her microwave which she said was making a droning noise and not heating. During this phone conversation our office informed her that we charge a trip fee of $132.50 (plus sales tax) to send a Service Professional out to her home. She agreed and we set up an appointment for *** 30th.
  Our service professional arrived as promised. Our service professional discovered that the *** (over the range) microwave was mounted in such a way that the screws to remove grill/panel to access components were not accessible (hidden by the cabinetry). He took some time to inspect it and to see if there was any alternative, which he did not find. He then, based on her notes and what he was able to observe while running the unit, developed a quote for repair.It is true that he did not take apart the unit to diagnose, but as explained he could not do so because of the way it was mounted to the cabinets. But based on his training and experience he determined what was most likely needed to do the repair.
  Since this is an *** unit which is mounted above chest height, for safety we do not require our service professionals to attempt removal of the unit by themselves. We consider this action to be a two-person job for safety reasons. Safety for the service professional (lifting above chest height poses greater back injury risks) and safety for the homes surrounding items including their range, counter tops, and cabinetry. The vast majority of ***s can be accessed without removal from the cabinets as they are typically mounted in such a way that the microwaves screws for access are not hidden by the cabinet like this one was.
  The quote included the trip fee, parts he felt were needed,cost of having a second technician to assist him in safely removing the unit and the labor to install the parts.
  Our company is focused on repair of major home appliances.We do not sell appliances and we do not install new appliances. The customers request to install a new appliance, while a perfectly legitimate question would put ** outside our scope of work. Installing a new microwave requires drilling new mounting holes into the cabinets, back and mounting of brackets. Sometimes it can require alterations to the cabinet as well. Our employees are not trained to do this type of work.
  When the customer called our office with her concerns we listened and explained that we had fulfilled our part of the agreement. She was told before we set up the appointment there would be a charge to have one of our people come to her home. It is also clearly noted on our invoices that we do not refund the trip fee. You will also see on the attached invoice that the customer signed for the payment and paid for the trip fee as she said in her complaint letter.
  When she called with her concerns, we did offer to send a different service professional out for no charge to look at the situation in case he had missed an important item such as: a different way to gain access to the unit without removal or perhaps had misdiagnosed the unit. She declined the offer.
  We respectfully decline her request for a refund since: She was well informed there would be a trip fee; she agreed to this arrangement; we fulfilled our side of the agreement to come to her home, assess her appliance and provide our recommendation for repair with a quote.
  Sincerely,
  ***********************

  Customer response

  06/12/2023

   
  Complaint: 20125663
  
  I am rejecting this response because:

  While I did sign to pay the company for their "service." I did so because I did not think I had an option not to. Also, I stand by the fact that the diagnosis was not done properly to accurately reflect the $665 quote they gave me to fix the microwave. When offered to have another tech to come out, I declined because the company would have no way, according to them, to take the microwave apart to properly diagnose. Furthermore, it doesn't seem right to not offer another option for the customer. I was told the $140 would go towards the repair/solution. Since I am not wanting to spend the $665 repair cost and the company offers no other option resolve the problem, I am out $140 and still have a broken microwave. My main issue was paying the $140 for a diagnosis that seemed like guess work.
  
  Sincerely,
  

  
  *********************************

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