Complete Repair Services LLC

Complaint: ***
I am rejecting this response because: The business is choosing to leave out all of the context and details of our phone calls. The pressure washer was not abandoned there was communication throughout as I stated in my complaint. The business either threw it away or sold it. Whatever the case they could not find it. They offered to replace it. Then told me they sold the replacement. Then required me to purchase the replacement. They stated in the letter to you that they were "giving me a hose and want"...Note: We specifically stated that was not needed and we do not want that. He then said he would take $off what he was charging us TO REPLACE OUR PRESSURE WASHER..and remove the hose and want from the "deal". Bottom line for us is that our equipment vanishedThey admitted fault and offered to replace it. Now their position has changed and they don't have to replace the equipment or I have to PURCHASE a replacement from them. Unacceptable
Sincerely,
*** ***

Dear *** ***, Thank you for the opportunity to again respond to the statements made by Ms***, ID#***. As mentioned in my previous communication, Ms*** dropped off her Karcher Pressure Washer for repair on April 2, and requested a retro fit quick disconnectShe indicted that she would bring the part into the shop for install. She brought in a part that did not fit the machine. This part is critical for the operation of the machine; pressure washers should not ever be run without water flowing into the machine. Phone calls were made and messages left for Ms*** to pick up her Pressure Washer on: May 5, 2016, June 23, 2016, July 13, 2016, August 18, 2016, September 1, and September 22, Ms*** did not return any of these calls and yet has acknowledged receiving these messages. Ms*** did not attempt to reach us until August 1, 2017. As mentioned previously, we are not and cannot operate as a storage facility. Equipment left over days after contacting the customer is considered abandoned. We held her equipment long after the days and after one full year; we disposed of it as abandoned equipment in April 2017. When Ms*** came in on August 1, 2017, she was offered our apologies and told that we could in fact get her a replacement pressure washer, to which she agreed. Our mechanic assembled a replacement pressure washer, installed a new pump ($retail) and she was provided a new hose and wand at no charge and left having a new pressure washer for a very low price of $+ tax. After taking the machine home she later returned the equipment saying that it was unacceptable. The Karcher Pressure Washer was indeed replaced with a higher quality pressure washer with a brand new pump, hose and wand. At the time she returned this replacement pressure washer, she was also issued a refund for $+ taxI believe we have made every attempt to satisfy this customer with the replacement pressure washer and gave her the requested refund upon her returning the unit. I’m disappointed that we have not been able to have this customer leave as a satisfied customer. At this point, I can offer her the same unit again for $+ tax. Sincerely, Pat M*** Owner Complete Repair Services

Complaint: [redacted]
I am rejecting this response because:The response from the business is misleading and again leaves out much of the communication and facts.  I would like to keep this simple at this point and I have invested enough time attempting to be treated fairly.  Here are the facts as I see them.  I brought our pressure washer in for repair.  Some time went buy we called them for status and they informed us that they did not have the part to repair it.  They presented me an option to purchase the part myself and bring it to them and then they could in fact repair it. I did not know what part # to buy. They stated they would send me a "link" via email to the exact part # that I needed to buy.  After several calls and some communication they did send me that link via email and I ordered the part and then at some point dropped the part off to them.  The pressure washer stayed at their shop during this whole time.  At some point after that they called and said the pressure washer was complete and ready to be picked up.  When we came to pick it up they could not find it and in the end they determined it was gone and they said they would replace it.  We called to pick up the replacement and they stated that it had been sold and to call again in a week and they would get another one.  When we came to pick up the 2nd "replacement" I was informed I had to purchase the replacement.  My issue is that I am expected to purchase the replacement of my equipment that they "could not find".
Sincerely,
[redacted]

Dear [redacted], Thank you for the opportunity to respond to the statements made by Ms. [redacted], ID#[redacted].    Ms. [redacted] dropped off her Karcher Pressure Washer for repair on April 2, 2016 and requested a retro fit quick disconnect. She indicted that she would bring the part into...

the shop for install.     Phone calls were made and messages left for Ms. [redacted] to pick up her Pressure Washer on: May 5, 2016, June 23, 2016, July 13, 2016, August 18, 2016, September 1, 2016 and September 22, 2016.   Ms. [redacted] has acknowledged receiving these messages and yet did not ever attempt to reach us until August 1, 2017.  As we are not a storage facility, we do not keep customers equipment that is considered abandoned.  After one year, we dispose of abandoned equipment, which we did in early April 2017.    When Ms. [redacted] came in on August 1, 2017, she was offered our apologies and told that we could in fact get her a replacement pressure washer, to which she agreed.  Our mechanic assembled a replacement pressure washer and she was provided a new hose and wand at no charge and left having a new pressure washer for a very low price.  After taking the machine home she later returned the equipment saying that it was unacceptable.  She was very agitated and confrontational with our front counter person (no relation), as can be seen on the in store video recording.    The Karcher Pressure Washer was indeed replaced with a higher quality pressure washer with a brand new pump, hose and wand.  At the time she returned this replacement pressure washer, she was also issued a refund for $125.00 + tax.   Sincerely, Pat M[redacted], Owner Complete Repair Services