"September 22,2014
Re: Refusal to honor contract
It is seldom that I have encounter employees from a company that totally misconstrued the facts, regarding a business transaction. Additionally, the technician neglects to do the job for which I contracted and yet they continually seek a payment for a service not completed. What I find interesting is that Maria Moreno speaks of what they would have been willing to do had I contacted them one more time. I do not believe this. Three questions come to mind: (1) How many chances do you need to call a customer back after he made six attempts to reach a manager? (2) What is your responsibility to the customer? (3) Who was the "she" that Maria claimed called her and said "she" would be out of town. It appears to me that good customer service, united with the truth are a misnomer at AAA HOME APPLIANCE REPAIR.
Expanding Some Facts
On Saturday, April 19, 2014 a technician, whose name was Tony, came to my home on behalf of AAA HOME APPLIANCE REPAIR. I called the company because water from the dishwasher was leaking under the stainless steel counter top into the walls of the cabinet and onto the floor. After the inspection, Tony discovered that a water hose had busted under the sink. He said, he did not have the parts and that he would have to order them and call me on Monday, April 21, 2014 to inform me of the status of the order. This may take several days because our warehouse has to order the parts, he said. He asked for a $120.00 deposit, which I put on my American Express Card.
On Monday, April 21, 2014, Tony returned around 8:30 a.m. He brought with him a white water hose, two clamps, and a connector with which to secure the water hose between the dishwasher and the water supply. I noticed that these parts were from Home Depot. He pulled the dishwasher out from underneath the cabinet, worked on it and pushed it back into place. Then he filled out an invoice and handed it to me. Consequently, I thought he had adeptly finished the service, so we settled the payment of the bill. However, shortly after he departed, I turned on the dishwasher and it started to leak between the door hinge on the bottom right and from the tub of the dishwasher inside.
I immediately called the office and spoke with Tony. He returned the same day at 3:40 p.m. We discussed the new problem. He discovered that he had cracked the tub in the bottom of the dishwasher by moving it in and out of place several times. He twisted it around, removed the door, etc. He had created a problem that he could not fix. Realizing that he could not stop the leak, he said, “I do not know what this is. They will send someone else out. If they can’t figure it out they will give you your money back.” This was the last time I heard from Tony and his promise disappeared with him.
I called the office after Tony left and asked to speak to the manager. I spoke to a man who purported to be the manager. I reported what had happened with the damage to the dishwasher. He said in a snide tone of voice, “I don’t know what you are talking about. I have to talk to the technician.” WOW! I called to speak to the manager six more times over several days. I was told each time that he was out (to lunch, etc.) and that he would call me back. HE NEVER CALLED ME BACK AT ANY TIME AS THE OFFICE PROMISED, nor did any of his representatives. That was 10 weeks ago.
Despite the false attestation of Maria Moreno, each of the several times I called she was the one who took the messages. It was not until May 16, 2014 that any one contacted me from their office. It was Maria Moreno. She called to complain about the chargeback. She said, “There were parts involved.” I explained that if she was concerned about the parts, she could have them back. I said the parts are of no use to me because your technician ruined the dishwasher. She said, “I will send somebody to pick them up.” Nevertheless, as with other promises made it was one she never kept. I am appalled that nobody from this business would follow-up with me as a customer even after their technician damaged my marble floor (by continually pulling the dishwasher in and out without covering the floor), ruined the tub in the dishwasher and left me with an unusable dishwasher. Pursuant to all of the foregoing, coupled with their fabrications on several fronts, a nasty tone of voice from a manager, insulting my intelligence, and unnecessarily wasting my valuable time responding to their ill will, they have the rancor to want me to pay them a fee of $129.00. WOW! This is truly an exclamation of wonder. I am not accustomed to paying for inferior repair services or services never rendered.
In substance, AAA did not complete the service. Moreover, I purchased a new dishwasher because it made no sense to continue to put money into the old one. Repairing it was as costly as the purchase of the new one. I find it curious that in line five, page four of Maria Moreno’s response she mentioned their policy. This has nothing to do with their failure to give me satisfactory service as a customer. In line six, page four she mentioned a charge for the remaining balance upon completion of the job. The obvious question is: When was the service completed? Alternatively, maybe I should ask, was the service completed? I think not. Given their refusal to return and to correct the problem created by Tony they cannot use my signature as proof that the service has been completed. It is clear to the eye that the service was never completed. I paid them in good faith. However, the inferior workmanship was discovered after the fact and they refused to stand by their own written customer pledge.
It is for all of the above stated and other similarly related reasons that I ask you to find I am justified in receiving the chargeback credit. Therefore, it must stand. I fail to understand how Maria Moreno can exculpate a comment declaring, “We feel the charges are valid”, when the company did not satisfactorily honor its contract with me. In addition, their technician damaged two pieces of my property--the marble floor and the dishwasher I employed him to repair. This jejune behavior forced me to acquire an expense of $686.94. I have enclosed documentation for your review.
Respectfully yours,
Fred L. Anderson, M.D.; Ph.D.
Cc: BBB
Encl:"