ComplaintsforA Affordable Appliance Repair, Inc.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Complaint: A Affordable Appliance Repair, Inc. has not responded to my request to be advised of the exact amount I was charged for the non-emergency service call and diagnosis, the exact amount was charged for the part installed, and the exact amount I was charged for labor. On Friday morning at around 9 a.m., November 26, 2021, I called A Affordable Appliance Repair for service for an ** refrigerator that was not cooling. The woman who answered told me that a technician would not be available until the following week on Monday afternoon between one and five. On Monday, November 29, 2021, technician ***** arrived at around 3:30 p.m. He quickly identified the problem with our refrigerator as a faulty compressor relay and, without quoting me a price, within about 15 minutes had replaced the faulty relay with a new one. Note that I did NOT receive emergency service, as I called for service on Friday morning and did not receive service until Monday afternoon. He quickly hand wrote a ****. On the **** form, under DESCRIPTION OF WORK PERFORMED, he wrote several 4 digit numbers meaningless to customers. On the **** form, the section labeled service call was left blank. On the **** form, the section labeled parts was left blank. On the **** form, the section labeled labor was left blank. Covering all the blanks for Parts, Service Call, and Labor he wrote a big 365. As I have never had an appliance service that did not specify the individual cost of parts, labor, service call and diagnosis, taxes, etc., before totaling the final cost, I wrote the owner of the company to find out how my **** of $365 was calculated. To determine whether the **** was excessive, I sought information on what another area appliance repair service business charges for a service call and diagnosis and labor, and also what a reputable on-line appliance parts distributor charges for the same part that was replaced. To estimate the typical fee for a service call and diagnosis in the ************ area for appliance repair, I noted that another local appliance repair business had recently charged us $89.00 for a service call and diagnosis. To estimate the typical cost of labor, I noted that the business that charged us $89.00 for the service call and diagnosis had also charged me $111.00 for an hour of labor. To estimate the cost of the relay, I went to the Appliance Parts Pros website where I found that the ** Compressor Overload Protector Assembly EBG60663205 / AP5596102 Part Number: AP5596102 is sold for $36.09 plus $11.00 shipping and $3.30 tax. The total cost of this part is $50.38. In my estimation, I reasoned that if I had been charged $100 for the service call, $60 for the part, and $100 for 15 minutes of labor (at a rate of $400/hour) the total would add up to only $260. As I believe that a customer is entitled to know how a business has calculated a ****, on November 30, 2021, I wrote the owner of the company, ********************, asking exactly how much I was charged for the service call and diagnosis, exactly how much I was charged for the part, and exactly how much I was charged for the approximately 15 minutes of labor. It is now December 30, 2021, and I have received no response. My complaint with A Affordable Appliance Repair is that the business has not responded to my request for the exact amount I was charged for the service call and diagnosis, the exact amount was charged for the part, and the exact amount I was charged for labor. Sincerely, *****************************

  Business response

  01/11/2022

  I am sending this customer $25 back for senior citizen discount and an itemized ****. The customer should have questioned the tech while he was there if he had a problem. Sending letters and complaining after the fact accomplishes nothing. We do not apologize for our pricing nor do the customers get to pay whatever they want to pay.Tell us why here...

  Customer response

  01/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  
  Regarding my complaint submitted on 1/4/2022 against A Affordable Appliance Repair, Inc. ID ********: 
  I reviewed the business's response to my concerns that the BBB had posted last Tuesday in which A Affordable Appliance Repair, *** agreed to send me $25 and an itemized ****. Six days have passed and A Affordable Appliance Repair, *** has sent me nothing.  
  Consequently, to date, the company has not addressed the issue of the dispute my complaint remained unresolved. 
   
  Sincerely, 
  *****************************  
  
  
  
  

  Business response

  01/18/2022

  The refund and itemized **** were sent via US Postal Mail, and mailed on January 13, 2022.  With a federal holiday, and unfortunate illnesses ravaging the nation, there are postal delays.  

  Customer response

  01/18/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩