Marks Electrical Service Inc
Poor Customer Service - New World Cooke

Bought a gas cooker with my elderly parents (end of March). Paid to have it fitted. They agreed to deliver two days later. No problem so far. Turned up to fit and we did not realise that they also needed an electrical point for the gas cooker. Edmund rang my 80 year old dad and told him it was our fault and he told us we needed an electrical point. I dont remember him ever asking us! Rang an electrician who said he would could the following Tuesday and fit one - no problem. I rang back on my parents behalf the next day and was told by Jack that they would incur a £25 delivery charge for it to be redelivered. I argued I didnt think it was all our fault as it was never pointed out to us that we needed an electrical socket for a gas cooker at the time of sale. He said he would be happy to split the charge but it was up to Edmund. My husband rang Edmund the next day and he was so unhelpful and said he had told me we needed electric (I dont remember that conversation and I had no idea if my mum and dad had an electric socket so would have had to have asked them!). After a lengthy discussion he said he would see what he could do and ring us back. He left a message on our ansaphone to say he had managed to negociate the price down to £25 from £69 (errr is that not the price Jack quoted me the day before?). We agreed to pay just to get the job done and my sister went in to pay on the Saturday. Monday morning they rang my father back demanding he go down and pay the £25 (which we had already paid on Saturday). My parents were unaware of this charge up until this point as we had agreed to pay it as they live on a state pension). This upset my dad and worried him. My sister rang back to complain and spoke to Jack and told them to check their records as the money had already been paid! Someone was meant to get back to her with an explanation and what do they do but ring my dad again after having been told twice NOT TO CONTACT HIM! No phone call back - rang again and was told by Jack (the owners son) the "he didnt want to bother his dad with this complaint again". Well Done Mark - its good to know that you dont want to be bothered with your unhappy customers.

Only positive out of the whole experience was the fitters who were extremely kind to my parents!!

Company: Marks Electrical Service Inc
Country: USA

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