Dallas-area company refunds consumer after appliance repair dispute

Dallas-area company refunds consumer after appliance repair dispute

Member complaint

I called In Home Appliance Repair of Justin, Texas when an error code displayed on my cooktop. I referenced the manufacturer’s website to choose the shop. I asked the office manager if the code meant I needed to replace my stove.

I didn’t want to pay for a repairman to come out if the unit wasn’t fixable. She said she’d check with the technician. When she called back, she said the technician would have to come out.

My wife turned on the breaker so the technician could check the unit. The display was exactly as I had described it to the office manager, and that’s what he wrote on the invoice. The only time he touched the cooktop was to get the model and serial numbers.

The technician said he would finish the estimate when he returned to the shop. He actually told my wife that he knew little about these high-tech units, but he thought the motherboard was bad. So, we paid $85 to confirm what we knew.

When I called, the office manager wouldn’t let me speak with the owner. We have yet to receive an estimate. I contacted the manufacturer and know that the part that needs replaced is $320.

I want an $85 refund.

Leon Kennedy, Corinth, Texas

Provider response

Our office staff doesn’t try to diagnose an appliance problem over the phone since they aren’t technicians. It’s best for our technicians to go to the home and confirm the complaint.

Frequently, customers’ description of the appliance issue or misinterpretation of codes could cause a misdiagnosis. Modern appliances can display self-diagnosis codes that can eliminate technicians taking them apart to determine repairs.

This gets the technicians in and out of homes quicker and the appliances repaired sooner. Sometimes customers have ideas about what’s wrong, but need us to confirm the issue. If they didn’t need that confirmation, they could do the work themselves if they have the skill. If they don’t have the skill, then they need us to come to their homes.

Either way, there’s a service fee.

The technician that went out has more than 25 years of experience. When the customer called, I was out of town and couldn’t talk to him, leaving my office staff to work out a resolution. They told him we would return his money once the check cleared the bank.

Jim Swann, owner

Status

Resolved

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