Complaint We paid to have our TV problems diagnosed in home. They could not do it. We took it to their shop and they still would not give us a written diagnosis Our TV is having problems. We called A-1. They told us they would send someone out to diagnose the problems and give us a detailed estimate of the cost to repair it. The man could not do so,he said it could cost as much as $1000.00 but he didn't have the equipment with him to diagnose it. He offered to take it to the shop if I would help him carry it out to his van. I could not due to a back and knee problem. We still paid him for the diagnosis. A couple of weeks later, my son ansd son in law offered to carry out to one of their cars. I called the shop and asked them if my son could bring it there . They said OK. We took it there. Someone called a few days later and told us the repairs would cost over $700.00, far more than a new set. I told him no but I wanted a detailed daignosis and a written estimate that we had paid for. His diagnosis on the ticket is "no picture" his "explaination of service performed" on the ticket is "no fix" there is no written estimate. The date of the first service was 5/25/12 Invioce #jcXXXXX..the second ws 08/07 12 Invoice #XXXXX
Desired Settlement We paid $108.00 for a service call, a diagnosis of the problem and a written estimate of the cost of repairs. We got none of those. We spent an additional 4 hours and another $20.00 in gas hauling the set to their shop and back home. This looks a lot like some sort of a scam: they will not give us anything in writing but they will fix it for $750.00. We just want our money back. I'll be happy to send you copies both tickets,if you need them.
Business' Initial Response We do not recall Mr. as being dis-satisfied. We always try to resolve any issues directly with a customer. It is a shame that people assume that everyone is out to "scam" them as worded in Mr. complaint. If we knew he was upset we would have tried to resolve this sooner. To explain our side of this, our tech went to the Mr. home and checked the television as far as much as could be done without bench equipment. He indicated that it needed to come to our shop and we would send our delivery truck to get it unless he could help him load it in his van which would save time. Mr. ended up deciding to bring it in to our shop. We diagnosed the problem and gave an estimate over the phone as we always do. The estimate was $459.61 parts+$249.50 labor for a total of $709.11. We deduct the $49.00 fee from that which would give a balance due of $660.11. Most customers do not ask for a written estimate so we only do that upon request and would have been happy to do so. Mr. decided not to fix the television, so our technician wrote his invoice as a "NO FIX" which is how we code a job that is declined. He decided to pick it up but we would have delivered ity back at no additional cost. We feel that we provided the services as promised and had we known that Mr. had a dispute, we would have resolved it. This response is based on our records regarding this job. If there is something left out, we welcome the customers input. We are asking that Mr. re-consider his complaint and let us know what he thinks is fair. We provided a trip to his home for the $59.00 and we provided an estimate for the $49.00, that is what he requested and that is what was received. We are a small business and cannot afford to provide free services. We would like to promptly close this case and are waiting to hear how we can do so in a fair way for all parties with total satisfaction to Mr. . Thank you.
Consumer's Final Response So this is it? This is what the BBB does? I paid for a diagnosis, I got a peice of paper that says no picture no fix, you contact this company that just happens to be a dues paying member of your organization,they respond with a few vague half truths and a we want to settle this but we're not going to give us any money back and you close the case and list as resolved. I think I understand how this works now, I seem to remember reading in ** that some company joined your org with the name ******* and were listed as a first class member in good standing. Thanks for nothing.
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