Shawnigan Lake Automotive Service (2009) Ltd.

Well, the customer made a valid point with his last sentence "When a plumber comes" This was work that needed to be completed by a plumber In fact, when the customer came in to my showroom to complain, I specifically told him that if he hired a plumber to come to his home, and the plumber deemed that the drain he had in place was adequate, I would reimburse him in full for the plumber's fee My delivery drivers are nut plumbers, they are appliance installation professionals They did not believe that the customer's drain was adequate for a washer to be hooked up to When they advised him of this, his first reaction was to tell us to take our washer back and cancel the sale I still believe that my decision to only charge a $restock fee was more than reasonable I am also very confident in my installers assessment of the drain, hence my willingness to pay for the plumber if they were wrong I stand by my choices

Initial Business Response /* (1000, 5, 2016/01/27) */
Mr *** did call my office on Friday morning, Jan He spoke directly to meHe was very irate from the beginning of the conversation, but I tried to remain calm and deal with him anywaysHe did call me on the morning of the day that I
was burying my mother who passed away last week, so I may have been a little out of sorts
Mr *** or his wife called us to schedule a repair on their refrigerator due to a "leak"We scheduled service for 1/21/After diagnosing the machine and looking up parts, we determined that to repair his refrigerator would require nearly $in parts aloneIn addition to the parts needed, our tech quoted him another $in labor on top of the service call that he already owedThis labor would have covered the return trip to replace the parts
Whoever was at the home during our service visit, either Mr or Mrs ***, decided that the refrigerator was not worth investing that much in the repair, and decided to just pay the base service fee insteadThey were left with a coupon which entitled them to a full refund of the service fee if they decided to replace the refrigerator
Our $service fee is well within the industry standardMr ***'s comment about that being a "rip off" is absurdIt is impossible to diagnose a "leak" without being in the home and examining the productI did mention to him that I have never heard of a company that did "free" service calls, but that there are charity organizations out there that offer that kind of service
The last comment I heard out of Mr *** on Friday morning was that he was going to make sure that he told everyone how dishonest our service was and try to drive us out of businessBeing out of sorts the morning that he called to yell at me, I did end the call abruptly after apologizing and letting him know that we would void his check and cut future ties with him
We did not charge Mr *** for his service callThere is nothing to refund! He purchased the refrigerator from ***, I am not sure why he didn't use them for service, but I assume it is because he didn't want to deal with themHe will have to deal with them in the future if he needs any more serviceHe can try to get a free service call out of them
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did in fact charge us for the service callMy wife paid by checkCheck number***.its listed on their invoice twiceHe lied againI am very sorry for the death of his mother but he should not be talking to customers in that condescending mean voice he should not have been answering the phoneI want a refund !!!
Final Business Response /* (4000, 9, 2016/01/29) */
I am assuming that Revdex.com doesn't forward the documents that I attach to this reply for the consumer to view? Or did the consumer just not take the time to review the file? I attached a copy of the consumer's voided check to the original replyNow it sounds like he wants me to pay him for going to his houseI can't refund money that I haven't collectedThe consumer wrote us a check, but I voided it just as I told him I wouldNow I'm a liar???
Final Consumer Response /* (2000, 12, 2016/02/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
He doesn't have to be so sarcasticI missed the voided checkI need to buy new appliances but if this is the way the guy does business I will make sure I do not buy him from himHe could have garnered a lot of goodwill thru his actions but sarcasm I do not needI at one time managed a very large lumber store for a national chain and I made sure my people were trained not only on product knowledge but stressed good courteous customer relationsSounds like that's what he could useI appreciate the refund which was righteous but like I said I can do without the sarcasm

I am rejecting this response because:
Well first of all I did not go into his showroom to complain. I called him on the phone. Second he said he would pay for half of the plumber’s fee and I told him to send that to me in writing as he had told me that they would install the washer and they did not. So I was not going to be stuck paying the plumber’s fee. I said I do not trust you anymore. Now if the drain was not adequate to hook a washer to, why was it in service for the last 21 years. If it was not adequate why was it installed by true professional from Myers Home Service in 1996?   If the drain is not adequate, why does the current washing machine function just great on it? As for Myers statement that his men are not plumbers, that is true, but they hook up the water lines. They are not electricians, but they plug the machine in. It does not take a plumber to plug in a drain hose to another one. AS for his statement that my first reaction, when told they could not hook it up was to cancel the sale is not correct.  I simply asked if the had an adaptor for that. I was told that he had never heard of one, and since they were professionals I figured they knew what they were talking about. So, I simply said if you cannot hook up the machine it is no use to me just take it back and bring my old one back.  Which they did. Now if you order a hamburger and they bring you the bun without the meat, you do not pay for the waitress bringing you the bun.  If you hire someone to mow your lawn and he comes out and says he can’t mow it, you do not pay him for it. If you hire a painter to paint your house and he comes out and decides that it is beyond his ability, you do not pay him.   This reeks of the smell of the old TV repair scam where you take the TV in to be repaired and they then tell you they can’t repair it and charge you a service fee.  There were many people who did not have the skill to repair TV but ran their business on the service fees for telling the people it would cost more to fix the TV than it was worth.  They passed laws stopping  that scam. Now Myers said that his men …are “appliance installation professionals” and that is exactly why I purchased my machine there. I believed I was getting the same great service that I got from Myers Homes Service  when I bought their washer.  Being professional means that you have skills in jour job to overcome difficulties. I at 80 years of age with limited funds did not want any difficulties, but apparently I got them anyway.  Has Myers stated earlier, it was not my fault that they could not fulfill the contract and I do not think I should be charged for something that IL did  not cause. or get.

We did indeed sell this gentleman a washer.  We also do offer free delivery and standard replacement installation.  I was the salesman whom he dealt with.  Unfortunately, upon the delivery, we discovered that the customer did not have a proper drain installed for his washer....

 Instead, he had some sort of hose that ran across the floor and into an old dishwasher drain setup.  This made the job anything but a standard replacement installation.  We were unable to connect the drain hose of the new washer to his rubber hose that had been rigged up to the old washer.  We advised the customer that this type of drain was not adequate for the new washer and that he should contact a plumber to install an adequate drain.  He became very angry and told my guys to leave.  I told them to at least stay and reconnect his old washer for him, which they did.  When the customer purchased the washer from us, he was given an invoice which shows a 25% restock fee on any return.  This inadequate drain was obviously not something that was his fault, nor something we would expect him to have known going into the transaction.  Knowing that, I decided to not charge him the full restock fee.  Instead, I charged him what I felt to be a very reasonable $40 for the time of sending my two guys to his home.  The customer was very upset about this and argued that we were trying to take advantage of him.  While I can understand his unwillingness to want to part with the $40, I still feel it to be more than fair.