Central Service LLC

We were called out to diagnose an oven that was not heatingThe initial finding was that the hi-limit was badOnce this was replace, the oven had power TO but not through the main control which indicated a SECOND problemIt was not possible to know that there was two problems without fixing the
original problem first while trying to keep costs at a minimum for the customerAt the time, a second part had to be orderedWe checked with two local supply houses in hopes of getting the part ASAP however, the part was unavailable at BOTH suppliersTherefore, the part had to be ordered directly from the manufacturer which often takes up to business days (which is out of our control)The customer may have been able to find the part elsewhere online which is NOT an option for us as an authorized servicerWe have to use OEM parts and parts ordered elsewhere from the internet cannot be guaranteed for authenticity, quality, etcIn this situation, the customer became impatient with having to wait for the part from the manufacturer and (rudely) called to cancel our return visit (thereby requiring us to return her specially ordered part once it arrived)When she received her part that she ordered from the internet, which again is not an option for us as an authorized service provider, she called to have us install atAt that time, we declined to return as it is our policy (and expectation from manufacturers) to install customer supplied parts as the quality and origin of these parts is not knownThe customer then became very upset.Although circumstances in acquiring the second part was completely out of our control, the customer's oven had multiple problems, and the customer decided to cancel our return visit and obtain her own part from unknown sources which we cannot then install, we will refund the initial service call in good faith as we do try to provide excellent customer service!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***