Business ProfileforGeorge Meyer AV

The costumer service of this business is horrible. I sent a radio receiver unit to repair, they charged me a fee but then said that they could not fix it and offered no solution; they returned the unit as it was, and kept the money. I filed a complain with BBB, but they did not respond. Now, a year and a half later, they finally did, but still offered no solution or refund.

Mr ***** already maligned George Meyer AV by filing multiple complaints with the BBB. If the BBB posts that exchange, readers will easily see the pattern in which Mr ***** operates. He ignores any and all attempts at reasoning and dismisses our explanations as though he never bothered to read them.

To summarize: Most repair services charge an evaluation fee to diagnose the problems and issues that customer units are having. The reason for this is because the diagnostic time is often more than half of the total labor hours needed for service. We do not know exactly what parts we need to order until that diagnostic process is completed. In this case, we needed a specific printed circuit board, which, unfortunately, was no longer available. We did not know this until we went to order that part from the manufacturer. We searched around to see if we had, or could get, another unit of the same model in hopes of taking the board from it. We were unable to find one.

We broke the bad new to Mr.******, who proceeded to write multiple complaints and bad reviews, claiming we simply took his money and didn't offer a repair solution. There is no repair solution, the parts necessary to do the repair do not exist. We tried to find an alternate source but were unable to do so. We explained this to Mr. ****** but he was unwilling to acknowledge our efforts.

The evaluation fee comes with one deliverable, that is the estimate of parts and labor time to complete the repair. We furnished the estimate as promised. Mr. ***** knew this in advance as we explain it to each customer prior to taking in a component. Our work order also explains the policy in detail: "For out of warranty equipment only, an $80 ($135 for televisions, $150 for projectors) estimate fee is nonrefundable but will apply to the cost of repair, if completed."

We also explained that the BBB had an expired email address on file for us and also an old physical address. We had not received notifications about reviews or complaints for many years. Once we discovered the presence of customer comments on the BBB site, we immediately began the process of updating our information so that we could respond. This was also explained to Mr. *****a. He chose to ignore our responses and continue to misrepresent the transactions between him and our company.

The business adds nothing new to their comments, other than insults. As I said before, this is going nowhere. The one thing that I agree on is that perhaps the best course of action is to post the whole discussion for the readers to read and evaluate. Let's individuals make up their own mind.
I should say that I am surprised at the virulence of the business in their responses. I don't think that this is good business practice. The bottom line is that I am out $80 and no closer to fixing my problem. What are they loosing? If anything, they gain $80. I was hoping that they would be more willing to reach a settlement, but in lieu of that they would be wiser if they treat their customer better.

We enthusiastically support having our interchange posted publicly The readers will see that we charged Mr. Zaera $80 to perform a technical evaluation on his receiver and deliver an estimate of repair costs. Our technician inspected the unit, performed the necessary tests and the estimate was delivered. After Mr. Zaera approved the repair cost, we contacted the manufacturer to order the parts. Unfortunately, we learned that the parts were no longer available. We then searched for a donor unit from which we might retrieve the necessary board, but were unable to find one. Had we known in advance that parts were not available, we would have informed the customer before charging the evaluation fee.

It appears that only outcome acceptable to Mr. Zaera is to repair his receiver (impossible as the necessary PCB is unavailable) or refund his $80. At this time, we are at a financial loss, as our technician and support staff have invested time doing his evaluation and parts research. The fee cannot be refunded. Since he as been unwilling to acknowledge our predicament in completing his repair and has even accused us of charging him and doing nothing, we will terminate this conversation. We wish Mr. Zaera the best of luck in getting his receiver repaired.

The Business continues to repeat their argument that the fee the charged me and did not refund was to cover the evaluation cost. The premise should be that the evaluation should be part of a process leading to the proposal of a solution, which they never offered. If a business agrees to fix an instrument, the onus is on them to figure out how to do it. The cost of evaluating the problem should not be on the customer unless the business proposes a solution that the customer then declines. That was not the case here: They charged $80 for the evaluation, which was supposed to be applicable toward the cost of the repair, but no repair was done or offered. I don't understand how they can say that they are at a financial loss when they kept the $80, to cover for the technician and support staff time. I am the one out the $80, since I am the one that got nothing in return (the unit was returned in exactly the same condition as before). Let's see if they are true to their word now and stop this nonsense (I had given up on them long ago, as my complain was filed to BBB more than a year and a half ago; they only answered a few days ago).
Incidentally, I found in Yelp that others have the same complain. It is not just me that thinks that theirs is not a good way to operate the business.