Appliance service call fee waived for washer part wait

Appliance service call fee waived for washer part wait

COMPLAINT: Donna Golden, Roanoke, Texas

"I hired Hurst TV & Appliance Sales to repair my 2-year-old Whirlpool washer. The technician told me it'd cost $494 for the parts, not including labor. It didn't cost that much brand-new, so I declined.

"I contacted Whirlpool and found out the parts cost less than $85. Whirlpool offered the parts for free if an authorized dealer installed them. I contacted Hurst and they said they'd order the parts that day, but it'd take seven to 10 days.

"After 10 days, I called and they said the parts weren't in. Three days later, I called again and they still weren't in. A day later, they told me the parts are on back order and wouldn't arrive for another two weeks. I've now been without a washer for over a month."

DESIRED RESOLUTION: "I want the service call fee refunded."

RESPONSE: Larry Sexton, general manager, Hurst TV & Appliance Sales

"We quoted $494, including parts and labor. Because of the product's 'newness,' Whirlpool doesn't produce huge parts inventories and we cannot control their parts availability.

"The same day Whirlpool issued the parts concession, we ordered the parts. We told the customer on more than one occasion that we'd call when they came in. She never contacted us about service call refund, but it can be refunded because that's the way we do business — with honesty and integrity."

STATUS: Resolved

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