We called this company to receive an estimate for repairing a leak with our washer. They came out for a $20 trip charge and said that if we decided to use their services, the trip fee would be deducted from our repair fees.
After showing up 4 hours late they assessed our machine and stated that we needed a replacement "switch". My husband authorized them to make the repairs after we were quoted a price of a whopping $185! We wrote a check for $165. We were then told that we needed to pay the entire $185. He then said nevermind and not to worry about the additional 20 bucks. Then before he left he asked for it, in cash.
He also offered to give us a warranty on the part for an additional charge. He mentioned there would be a discount if we paid it in cash. We declined and he agreed that it really wasn't necessary as our machine was in otherwise great condition.
We then forked over the $20 trip fee, in cash, and the repair guy put the money in his pocket and left! After I inspected the invoice I noticed that there was a "$185 flat fee" listed and no breakdown of a part charge or labor charge. Nor was there any detail on the part that was replaced. Just the word "switch".
This repair was done on a Monday. My check was cashed by them the next day and then on Wednesday my washer was leaking again. I immediately called them and was told someone would be out the following day. After waiting all day with no one showing up and no phone call I called back and was told it would be handled on Friday. This merry go round went on for the next couple of days. Promises of a technician coming out and then no call/no show. Finally on the following Monday after I called again, someone came out.
After assessing the machine, the same guy says there is nothing worng and he left. The machine worked for approximately 4 days after that and then what do you know, broken again. Only this time no leaking. The washer would fill up with water and just sit there with no cycling.
I called back again and was told by the receptionist, who in my opinion isn't qualified to diagnose anything, that this was a different problem and they would be glad to come out again for a $20 trip fee plus the repair charges. I then contacted several other repair shops only to be told that the new problem is in fact caused by the "switch" which was supposedly replaced. I was then told that the price for replacing a switch ranges anywhere from $45 to $100 including parts and labor.
All the shops said that we were greatly overcharged and that at the very least we should have received a 30 day warranty included in that price. They also mentioned that the initial leak was not caused by the switch and could not have been fixed by the switch replacement. They all said that we were charged for something that was not the problem and that it was deliberate.
They recommended that we call back to tell them the information we were given and demand that they come out free of charge and fix the "switch".
When I called back, the receptionist refused to help us. She simply stated that we agreed to pay the fee no matter how overpriced it was and that she doesn't have anything to do with what others charge or how they do business. She refused to listen to anything I had to say in regards to the problem. Only stating that if it's not leaking it's not the same problem and if we wanted their services we would have to pay again... Period! I threatened to contact consumer affairs or the BBB and she laughed saying that they had a copy of an invoice signed by us so there was no point in pursuing it.
Overall, we agree with the other repair shops which stated they were unprofessional. The first problem is the $20 trip fee not being deducted, the request to pay for things in cash and the repair guy pocketing part of our fee. The horrible customer service of making appointments and not shpwing up with no call to cancel or reschedule. And finally, their assessment of the washer goes against the assessment of more than 3 other repair shops. Their unwillingness to stand behind their work and their willingness to put their professional integrity on the line to make a few bucks speaks volumes.
Now here we are out approximately $200 bucks, almost the price of a new washer, and still no working washing machine!!!
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