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Utah

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Consumer Complaints

BBB Accredited Business since 03/16/2009

Appliance Service By Paul, Inc.

Phone: (801) 262-7626

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)BBB Closure Definitions
10/15/2012Billing / Collection Issues | Read Complaint Details
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Additional Notes

Complaint Category: Failure to correct billing errors

Complaint: Our total charge as documented was $167.65. Credit card was charged $204.03.
Service date 4/30/12, charge posted on card 5/1/12, ref#XXXXXXXXXXXXXXXX, Mike P. did service

Business' Initial Response
Contact Name and Title: ****** ******, President
Contact Phone: XXX XXX XXXX
Contact Email: *****@yahoo.com

Thank you for forwarding this concern to me.

Our server is down this morning so I cannot see the details of this transaction till it is working. Hopefully later today I can get into the system.

It is not history, nor the policy of our company to overcharge anyone. The first avenue of contact in a matter like this however is for the consumer to contact the merchant. There is no mention in this complaint that the customer contacted us and that we confirmed or disputed the customer's concerns. In the few instances where this may have happened over our years in business we simply give the customer a credit back via the same method of payment they used along with an apology.

The second avenue for a customer to direct this type of concern to would be if the merchant did not address the customer's concern or complaint would be to their credit card company who would forward a charge back notice to us. I don't know if this was done or not yet as the complaint does not address this either. Credit card companies require the merchant to provide proof of the transaction. Was any of this done? No mention was made in the complaint of this either.

The BBB should be a "last resort" for this type of complaint only if a merchant is not responding to either of the first two avenues.

It is unlikely if the customer's invoice reflects billings of one amount and the charge to their card reflects another that we would not in any situation make a correction to that account.

I will contact the consumer as soon as we have the opportunity to access our data base once the server is back up.

Best regards
******

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I completely agree. I would also like to note that I did contact the company several times before we eventually filed a dispute with our credit card company (which has been disputed and reposted three times) and it had yet to be resolved. I will happily provide a copy of the invoice and all of the above transactions. I called to discuss it with the appliance company today and was told someone will call.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

10/03/2014Problems with Product / Service

Industry Comparison| Chart

Appliances - Major - Service & Repair, Refrigerators & Freezers - Dealers, Dishwashing Machines - Dealers, Appliances - Major - Parts & Supplies

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.