BBB Accredited Business since
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This company offers appliance parts and service.
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A BBB Accredited Business since
BBB has determined that Authorized Service Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Authorized Service Inc include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Type of Entity
Business ManagementMr. Jerry A. Robbins, President
Appliances - Major - Service & Repair
Alternate Business NamesASI Appliances
3919 Jordan Road
Greer, SC 29651 (864) 242-9015 Directions
PO Box 2138
Greer, SC 29652
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: A few weeks ago I called ***** (where we bought the stove) to find out about getting the burners on our ********* stove calibrated. I knew it was out of warranty but I didn't care.After 4 or more years of cooking on the stove I was tired of being the calibrator. When I wanted to cook slow or simmer that meant that I had to pull the pot off the burner and let it cool. I'd put the pot on, take it off. If I cooked a pot of dried beans I would spend 35 minutes watching the pot cook to make sure it wouldn't boil. This went on and on.I was told I had to have a ********* tech. I clearly explained the above to confirm that they do indeed do this particular service because I'm unhappy with cooking on the burners.So, I made an appt. The technician said, So what's wrong with your oven? I said, There's nothing wrong with my oven. I'm sorry you came today because I requested someone to calibrate the burners. I replied I would not pay. After he left I got the name of a local company and found that they do this service.Definition for calibrate from Webster dictionary: to adjust and make so that it can be used in an accurate and exact way.Explanation on bill: Customer wanted surface elements calibrated. They are working correctly. ***** at ********* confirmed elements can not be calibrated. Customer insists that she specified surface elements and refuses to pay service charge. Job cmpltd.The repair person did no physical exploration because of what I explained. I did not need my oven repaired so as I explained his trip was futile. He left without checking or servicing the burners. By the way, he said he's not a ********* technician.Please help me understand this charge,Sincerely,*** ******
Desired Settlement: I would like a statement in writing that this bill is dismissed because of the above explanation.
Business Response: In response to this complaint, ASI received a service dispatch #********** through Service Bench which is the manufacturers service avenue. The need for service that we received from the manufacturer was as written, "need to have unit calibrated" and when the
customer was called to verify the information and confirm service by our CSR -RW, she was unavailable to verify the information so we left a message for the customer to return our call. We did not here from her and went with she needed her Whirlpool Range
calibrated meaning she has a gas range. The following is what transpired in our dialogue box while service was open for this customer:
3/24/14 11:43: Job created by RW, Schdld for 3/26 WED PM 12-6 JB
3/24/14 16:34 RW: l/m to confirm info, let cust know of svc fee
3/25/14 16:49 NT: Dsptchd to JB
3/26/14 13:24: JB there 3/26 WED, 12:55 to 13:14, customer wanted surface elements calibrated they are working correctly. ***** at whirlpool confirmed elements can not be calibrated. customer insists that she specified surface elements and refuses to pay service charge, Job Cmpltd, saved tckt [SdLink\232993a.png] (via SDM).
Electricity cannot be calibrated. Surface units are on an electric range and cannot, through manufacturers verification be calibrated or adjusted. The Oxford English Dictionary has the definition of calibration as follows: Correlate the readings of (an instrument) with those of a standard in order to check the instrument’s accuracy. We also found: **** (a gauge or instrument) with a standard scale of readings. They can be replaced, but not calibrated. My apologies to the customer for paying someone to "calibrate" something which cannot be calibrated. When the CSR called to verify her information the customer agreed to pay our trip charge. She did not pay the Service Professional for his time and diagnosis. It seems she based her decision to pay on whether or not she liked what he told her, not for the service he performed.
Our Service Professionals are not going to tell the customer something that is NOT true and calibrating surface units is just not possible and he confirmed that with ***** at the Whirlpool manufacturer, WHILE he was in her home. We provide excellent service and
attribute that to the integrity and trust we provide with that service. With that being said, I do not want any patron to feel that they have been "ripped off" and so we will close the service call. $80.00 is minimal and we will be alright, I hope the customer is also. I am
sorry for any inconvenience this has caused her or anyone else. Thank you.
Business Response: To whom it may concern:
I have closed the call for this customer and do not understand her "rejection". Please clarify what it is she is expecting and then I can take care of this.
Business Response: To whom it may concern:
To clarify: Authorized Service, Inc. will not expect to be paid the $80.00 trip charge. The matter has been closed from our end. I do not feel the need to provide the customer with a letter. I appreciate your time concerning this matter. Thank you.