Jim Marshall &

Review: My complaint concerns the poor service and misleading information that the company was an authorized repair service for Thermador. The repair company sent a technician on July 9 to determine what was wrong with the downdraft for our stovetop. The technician determined the problem to be the switch and control. There was not model number on the unit. We have the manual with a model number on it but the model number he requested to order the parts is more specific. He said it would look into it based on the information he had. When we didn't hear back within one month, I phoned to check the status. The owner insisted that the repairman had called me and told me the parts weren't available. I clarified that we hadn't been called. The owner immediately became adversarial and said he would check and get back to me. He later left a voicemail that the repairman said he had called which isn't accurate.

We called again on 9/7/2013 and asked how to proceed. The owner said we were responsible for finding the detailed model number and that they had no way of doing so. Again, he was very confrontational from the beginning of the call. We spoke to Thermador and quickly learned the model number and that he was not an authorized repair service. (The unit is only approximately 6 years old.) We called him 9/9/2013 and asked for a partial refund of the $59 we paid for the service call. He offered a discount on the repair if we used his company and said we would still be responsible for ensuring the parts were correct. At this point, it is clear to us that it would be best to find another repair service and we would like at least a partial refund of the $59. Working with company has proven to be difficult, unpleasant, and yielded no results. Further, expertise is required of us that we do not have such as selecting the correct parts.Desired Settlement: We would like at least a partial refund of the $59.