D & J Precision Appliance

Review: During the week of September 20th, our [redacted] refrigerator ceased to function properly with the problem being diagnosed as a stuck damper allowing the cold air in the freezer to run into the food section freezing same. We called the company stated after locating them in the phone book and spoke with [redacted]. An appointment was scheduled for the 25th. He said he would obtain the part and call us for an appointment. When he arrived, He opened the refrigerator door, closed it, and then opened the box which was supposed to contain the damper. The total time he was at my residence was 10 minutes. The box contained a dishwasher handle, not a damper. [redacted] advised he would return to his supplier and be back the next week. Over the weekend, the refrigerator began operating correctly again. We called [redacted] and told him he did not need to return. He advised he would send a bill. We were willing to fairly compensate him even though he had the wrong part and did nothing. The bill arrived and he charged $72.50 to come out, $16.00 for service and the $7.00 tax on the service. We called him and asked what the service charge was about and he replied "I got out and looked around." He further stated he charges $54.00 per hour after arrival. So he showed up here with the wrong part, performed absolutely no service and sends a bill for $95.67. He noted on the bill that if the damper went out in the next 30 days he would just charge us $54.00 an hour to come out and the price of the part. Whoopee. The bottom line is he showed up with the wrong part and did absolutely nothing. We feel this was deceptive billing practice and just not right. We went ahead and paid the bill so it would not affect our credit, but it was done under protest.Desired Settlement: Money back for no services performed

Business

Response:

November 22, 2013

Revdex.com

Attn: [redacted], Resolution Moderator

RE: [redacted] Complaint

Dear [redacted]:

[redacted]. [redacted] made an appointment with me for the 25th of September 2013 in reference to a complaint concerning her Frigidare refrigerator freezing produce in the fresh food section.

To verify the complaint I examined the fresh food side of the side-by-side unit. The temperature setting was on number 4 in the display and the damper door connecting the freezer to the fresh food compartment was nearly wide open.

Anticipating that this would be the cause of the problem, based on [redacted] description and my personal knowledge and experience, I brought with me to the appointment part number 2140096. The factory sealed box contained not the correct part, but a door latch and door gasket for a Frigidaire dishwasher. The part number on the box was correct, the contents were not. At this point there was nothing I could accomplish and I left the [redacted] home expecting to return with the correct part, which I did order. This return trip would not have cost them another trip charge, which is a one time charge. Consulting with [redacted] in Spokane, our local authorized distributor for Frigidare parts, their inventory indicated the one box remaining in their inventory was also mislabeled.

After receiving the correct part I called [redacted]. [redacted]. She indicated her refrigerator, during the interim, had started functioning properly and asked me to send her a bill for my services, which I did.

My service call in the [redacted]e's location is $72.50 (see attached invoice) - this charge represents 24 miles one way. My labor charge is $16.00/quarter hour so the first 1-15 minutes is $16.00. I did not charge her for the part I ordered for her, nor did I charge for time spent in my effort to obtain the correct part.

It is disturbing when a customer is dissatisfied with our service and we appreciate this opportunity to explain our effort to provide service to [redacted]. [redacted] and her refrigerator. As you will note on the enclosed invoice, I indicated that there would be no additional trip charge within the next 30 days. This would be advantageous to her had the refrigerator part again failed.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9756360, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

To :[redacted]- Resolution Moderator Dec. 10th 2013

Fr: [redacted]

Re: Complaint # 9756360

I reject the business response for the following reasons.

1. The Business response does not address the core issue of

responding to a service call, performing no service and sending a bill for $95.67.

2. On October 29th, 2013 I received an e-mail from the Revdex.com

stating that the business had been non responsive and the case was closed as "unanswered".

The complaint would remain on file for

three years.

3.[redacted] comments concerning not charging for extra effort

to obtain a correctly labeled/packaged part from his supplier is truly amazing.

The problems between a contractor and his parts supplier are just that. It is

between them, not on the consumer who has no control over errors by the parts

supplier. To even comment on that issue is in my opinion, symptomatic of larger

issues with this company and addresses the core issue of my complaint. No

resolution of a problem and a bill.. I

would ask how could any honest, ethical and professional business owner even

consider this option? If [redacted] had a flat tire while traveling to the call,

would he bill the customer for the tow service? This issue is nothing more than

an attempt to deflect from the core issue of no problem resolution and a bill.

4. In the response [redacted] stated he observed the control

panel and examined the damper.

I agree. Based on his experience determined a damper was

needed. That is when the issue with the

parts supplier arose. After his departure,

the fridge started working again and we notified [redacted]. At that point I was

more than willing to be fair and provide some compensation for his efforts even

though I received nothing in return,

5.I contacted additional vendors and asked for their input

regarding the situation. The bottom line with additional vendors was " if

we don't solve the problem, we do not bill"

In regards to extra effort required because of parts

supplier errors, none would even consider billing. I did not supply this info

originally as I made the contacts after the case was closed just to obtain

additional information should I decide to pursue the small claims route. It does not change the facts of the complaint,

it just illustrates what I feel is an honest and ethical way of doing business.

6. These repair services charge ridiculous rates. $75.00 for

driving 20 minutes is just pricey.

However the fact of the matter is they all do it and you are basically

stuck. Those that I spoke with would not

have billed for this type of situation, but would have asked to be called back

if the appliance broke again or others needed repair. They also asked to be

referred to friends for service. In the

case of dwindling quality of manufacturing these days, that would have

certainly occurred. A

"win-win" for both sides. The consumer gets a rare break and the

vendor expands his business through the best way possible. [redacted] had probably

a little less than 30 minutes total in this matter, does zero to solve the

situation, and bills for $95.47 His

problems and time with the parts supplier are not a consumer issue. If he wants

to bill the parts supplier because of parts problems, please do so. We all know how far that would

get.

.

Summary:

I feel I was "ripped off" and for me to have this

issue resolved I want all of my money back. The offer to compensate [redacted] anything is no

longer valid. This not so much a financial issue with me as it is a matter of

honesty, principals and ethics. I am gratified the Revdex.com website is public. I

hope people take advantage of it, read both sides and make an informed decision

regarding [redacted] and choose another vendor. I will also be speaking with

friends and acquaintances regarding this service.

Thank you

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 9756360, and find that this resolution is satisfactory to me.

Regards,

During the week of September 20th, our [redacted] refrigerator ceased to function properly with the problem being diagnosed as a stuck damper allowing the cold air in the freezer to run into the food section freezing same. We called the company stated after locating them in the phone book and spoke with [redacted]. An appointment was scheduled for the 25th. He said he would obtain the part and call us for an appointment. When he arrived, He opened the refrigerator door, closed it, and then opened the box which was supposed to contain the damper. The total time he was at my residence was 10 minutes. The box contained a dishwasher handle, not a damper. [redacted] advised he would return to his supplier and be back the next week. Over the weekend, the refrigerator began operating correctly again. We called [redacted] and told him he did not need to return. He advised he would send a bill. We were willing to fairly compensate him even though he had the wrong part and did nothing. The bill arrived and he charged $72.50 to come out, $16.00 for service and the $7.00 tax on the service. We called him and asked what the service charge was about and he replied "I got out and looked around." He further stated he charges $54.00 per hour after arrival. So he showed up here with the wrong part, performed absolutely no service and sends a bill for $95.67. He noted on the bill that if the damper went out in the next 30 days he would just charge us $54.00 an hour to come out and the price of the part. Whoopee. The bottom line is he showed up with the wrong part and did absolutely nothing. We feel this was deceptive billing practice and just not right. We went ahead and paid the bill so it would not affect our credit, but it was done under protest.