Complaints

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• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the services of Arizona Tile and stone specialist to clean the floors of my office as they were sticky since I used a mosquito bug spray.The visited my office in two occasions. The first time, their equipment was not working properly. On November 16, they finished their work. Around 4 pm that day, I visited my office because of a patient emergency. I used the chair on the first room to treat the emergency and everything was working fine.There was a lot of water in the floor in which their employee responded he would take care of that.On November 17, the dental chair on the first room did not work, when we removed the electrical cover in the floor, it was full of water. I emailed them and asked to file a claim with their insurance as dental chairs replacement can be expensive. I called Filsam Dental, the dental repair company that I use when I need something repaired. On November 18, ****, owner of Filsam dental mentioned that he could try to fix the electric and he would try "electric boards". He did not know if that would work.On November 22, I received two visits from Arizona Tile and Stone specialist. The first visit was a lady that took pictures of the electric cables in the floor. The second visit was ************************* who sat in the waiting room and mentioned we probably broke the chair and that they did not want to mess up the doctor's **************** comments were harassing and intimidating. When **** from ************* was trying to repair my chair, he stood in there like a policeman staring at a person doing their job. All I asked was to file a claim that they refused to do and showed up to my office intimidating me, my staff, and the repair guy. **** was able to repair my chair, they just need to file a claim if they do own insurance, which I do not know since ************** said his insurance guy does not believe water caused the damage.I received an apology through email and sent them the bill. I would like to see their insurance if possible.

  

  Business Response

  Date: 11/29/2022

  Arizona Tile & Stone Specialist steam cleaned Dr. ****** floor on Nov 16. On Nov 20 she sent an email stating that we ruined her dental chair, and that we needed to file an insurance claim immediately to buy her a new one. We drove to her business to view the area she claimed to be damaged,which was an area a few feet in front of the chair. She stated that the chair did work after we cleaned the floor, but then broke later that day. ****** requested to have her Operations Manager present when the repair technician showed up to better understand how the chair works. They agreed, but ************* again kept pressuring us to file a claim. That afternoon the technician replaced the ** Board that we were accused of damaging with water. The ** Board is located within the chair itself, is surrounded by a raised platform,  located several inches off the floor, and inside an encasement. It is very well protected. It is also several feet away from the area that was originally said to be damaged. After replacing the ** Board the chair still did not work. The technician took the chair apart further and found that there was a cable that came off a pulley inside the chair,preventing it from going up and down, and it was setting the chairs alarms off. He fixed the bound cable and the chair immediately began working again. ************* continued to insist that we needed to pay for this. She stated, You have insurance, just file the claim.  We informed her that water clearly had not caused the damage, and that we were not comfortable filing a false insurance claim. ***** again insisted that we file a claim. **** reiterated that the damage was not due to water, that the chair worked after we cleaned the floor, and that we were not filing an insurance claim as we did not cause the damage. We are a fully insured and reputable company, and do our very best to take care of our customers. However, the repairs that we witnessed to make the chair work again were not caused by water damage.

  Customer Answer

  Date: 11/29/2022

  To whom it may concern:

  1.I did sent an email to them when my dental chair did not work a day or few days after. (in good faith)   I mentioned that I thought the water broke my dental chair, that it could be a repair or I might need a new chair that could cost up to 10 to 20 thousand dollars if it is ruined, I did not know if the problem could be taken care off at the time. The electric cables in the floor where we found the water  have two cables that are connected to the board.  Electric cables are connected and killed the electricity on the chair. I did ask them to file a claim, they have refused. (via email, in person )The connection of the electric cables killed the card as it does not go underground. (Is in top of the floor) We did find water underneath the electric cables and they keep saying they did not cause the damage. It was attested by the repair company.

  2.The other thing is that when they came back five days later, their employee ************************* (their manager) sat on my waiting room and started to harass my staff saying the chair was broken by us,  There was a patient in the waiting room at that time as well. The he mentioned, he did not want to ruin the doctor's reputation. They showed up intimidating my staff, my patient and even myself. I did ask:" Why you don't file a claim? " At this point with the intimidation, I admit I was feeling upset and I apologize for that. The answer was that their insurance  representative mentioned water does not damage a ***** chair. Water damages everything.

  3.I am the one who brought a specialty to fix my problem or to declare it broken.  ************ claim will have an investigation like a car accident. Why they do not want to file a claim? It does not cost anything?

  The repair company I used has over 50 years of experience.

   

   

  

  Business Response

  Date: 12/06/2022

  We were forced to be present during the repair process because ************** made a very serious accusation, and then could not provide evidence of damage on our initial visit. Absolutely no harassment took place while we were on-site. From the very beginning we were accused of ruining her chair as she attempted to bully us into paying for a new one, even though the repairman's initial diagnosis was wrong. **** witnessed the chair being fixed and it had nothing to do with electrical. The cable being bound around the pulley is what stopped the chair from working. We have photo documentation of this. As soon as that was fixed the chair worked again. We are not responsible for paying for a repair that was misdiagnosed. The repairman replaced the ** Board and it did nothing. The chair did not work. Once the cable was adjusted the chair worked. The verbiage on the invoice submitted in a half hearted attempt to blame us for a misdiagnosis is in itself indeterminate. 

  The chair worked after our cleaning was complete. We have video of ************** saying that. She used it with a patient after we were gone. The bound cable caused the chair to stop working at a later time, we have photo documentation of that. Based on what we witnessed, we did not cause the damage. We are simply a scapegoat to pay for a repair that was caused by everyday use. 

  We are willing to refund the cost of our cleaning process in exchange for a signed release of liability and this complaint to be positively resolved.