Complaints
This profile includes complaints for Shaughnessy Appliance Service Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:12/12/2024
Type: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.
On November 29, 2024 a Shaughnessy tech came to diagnose a problem with our ***** wall oven. He advised we needed two electronic control boards 1) the relay board, 2) the power board. He ordered the parts and charged us $******. On Dec 5, 2024 a tech installed the parts and charged us $******. Within 3 hours of the tech leaving we experienced exactly the same problem with our oven. On Dec 10, 2024 a tech arrived to again diagnose the problem. He advised we needed another control board, the display control board and quoted an additional $*******. I asked about the parts that were installed that didn't fix the problem and he advised that, that was above his pay grade and I should talk to *** the service manager. I asked the tech to have *** call me. After waiting several hours without a call from *** I called and asked for him but was told he was on the phone and he would call me back. Today Dec 12, 2024 I still had not heard from *** but received an email that the $**** part was in, when I called about it I asked to speak with the owner. *** ******* called me back and tried to convince me that the new boards weren't communicating correctly with the board that appeared to be the problem from the start. He stood by his price of $**** until I said I wanted a refund for them as they were not the problem he said he would refund me and remove them but the price for board they haven't installed yet would now be $*******. I explained to him a similar experience i had last year with my garage heater and how it was resolved but he was not interested and finally hung up on me.
Business Response
Date: 12/12/2024
As advised, we will gladly refund the price of the 2 parts installed. However, we offered the customer the new required part at a discounted price so he could have all 3 parts new and there would no longer be any communication errors between the three parts. By offering the customer this discount it would be actually cheaper than if we would have originally quoted only the User interface board originally plus now, he has all 3 boards new for the same price as the one he needs.
The price of the board required is $******* See attached from ******* our part supplier, they set the retail pricing, and we use their suggested retail pricing and do not mark our parts up from that. The offering the discount was to give the customer the same price the repair would have been the first trip if we only installed the user interface.
Resolution 1. Keep all three parts ( as suggested by ***** Tech support to make sure there is no further communication errors) . which we would honor our same offer. Keep the parts you have paid for already and receive the third part for $**** Plus taxes.
Resolution 2. Refund the customer for the first two parts and install the user interface for the retail price suggested by the part supplier of $******* ( See attached image of pricing from supplier )
Either way there would be no further labor charges, just part pricing adjustments based on the customer's decision.
Customer Answer
Date: 12/12/2024
Complaint: ********
I am rejecting this response because:This is the exact offer made when I called the business. The price of the required part went from $**** to over $****. So instead of the required repair costing $**** it will cost $****. Including the parts I didn't need. They change the price of the required part from wholesale to retail and try to convince me they are giving me a deal. NOT SATISFACTORY. I heard the tech telling the service manager the price of the part at ******** ***** was $******* retail and now they say it's $******* from a different supplier. **** **** **** ******* ******* **** **** **** ** ****** **** ***** *** **** ** ***** ********* ** ********* ******** *** ********
Sincerely,
***** ***********Business Response
Date: 18/12/2024
Yes, We can Absolutely use ******** ***** as a supplier. Their parts will take approx 5-7 Business Days to receive. Please see attached documents
Documents included:1. Screen Shot of ******** ***** pricing
2. <<<*******>>> Original Invoice
3. <<<*******>>>New invoice showing refund for the parts that were not required which we will remove when we come to install the new control panel. There will be no extra labor or shipping charges all is included in our warranty and covered under our Labor warranty as problem was not resolved from customers original complaint.
We do stand by our work, we hope the customer understands that we will gladly refund the parts that were not required and only charge them for parts that are required. In this case ***** tech support has suggested replacing all three so the new software matches but in the event that the control panel does not solve the issue then the customer would have to pay for the original parts as well.If the customer would like to proceed with the new control panel a balance due of $****** as seen in Estimate *******. Please advise and once we hear confirmation to proceed, we will order the part and customer can expect a phone call from our office in 5-7 Business days to schedule in a return visit to install it.
If the customer decides not to repair, we can return and remove the parts that were not required, and we would refund the customer for the 2 parts they did not need.
Kind Regards,
***
General ManagerInitial Complaint
Date:25/10/2024
Type: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.
On October 24th, a service technician came to our home to assess and diagnose two appliances (range and dryer). Work on the range was completed satisfactorily. The dryer had been throwing an error code sporadically for 3-4 weeks prior to the call, we sought assessment only, it was still heating (albeit sporadically over heating) the day it was assessed. Following the assessment, we declined the repair due to its cost. However, on testing the dryer after the technician left, it no longer heats at all. We had a functional appliance when the technician came in, and a broken one when he left the home. On speaking with the service manager, I was assured this was a “coincidence” of timing and not due to damage from the tech. I do not believe this was INTENTIONAL damage, but I believe that a functioning unit was disassembled and reassembled with further damage. Essentially, I paid an assessment fee to have my property damaged further than it was when their technician came to my home.Business Response
Date: 28/10/2024
**** called into our shop and requested a service call for his dryer that was giving a HE error code (Dryer has overheated Safety kicked in Call for Service). At the time he was advise of our rates and payment methods by our customer service team.
Our technician arrived on October 24th at 11:35 am: Diagnosed the customer as needing a new Dryer element as it was shorted to ground because it had sagged and then shorted to the housing of the element. When it does this the dryer can stay on CONSTANT HEAT and never shut the heater off causing the HE Error code. The solution to the customers problem is to replace the element. Our technician gave the customer an estimate to repair the dryer while he was in the home, and he did have an element should the customer want to proceed with the repair. Unfortunately, the customer declined the repair and said he would continue to use it how it is then just buy a new dryer. After a few loads the dryer has now quit heating all together which is most likely because the short to ground is no longer touching the housing on one side of the break or the other causing it to not heat at all.
There is nothing Shaughnessy Appliance could have done any different except to quote the customer for the new element which he declined the repair. Shaughnessy will not be refunding anything to the customer as the only thing they were charged is the Diagnostic charge and fuel surcharge. The fact the dryer no longer heats is a very good thing for the customer because now he will buy a new one or have this one repaired because it was an EXTREME Fire hazard using it with the HE Error and the element shorted to ground could cause a fire. Let's be thankful his continued use did not cause a fire.
Customer Answer
Date: 28/10/2024
Complaint: ********
I am rejecting this response because:
The description above was inadequate and provides untrue information.a) the dryer did not stop heating after “a few loads”. It was the very next use after reassembly by the technician.
b) the in house technician did not in fact state anything regarding the fire hazard that this shirt represented. No warnings of this sort were offered. This likely would not have changed the decision to not repair, but it may have stopped us from using the dryer a subsequent time, but no counselling was provided on this matter. Indeed, on the attached invoice where a summary of the case is provided, you will see there is zero risk of any risk posed by using this unit.
Sincerely,
**** ******Business Response
Date: 28/10/2024
The Dryer has a HE Error code. This is an issue with the heater. We quoted a heater to repair the unit. Our diagnostic is correct and a solution for you is to have the heater replaced or purchase a new dryer.
There is no other option here, Customer called with a Heating issue with their dryer, now it totally does not heat this was bound to happen at any time due to the nature of what happened to the element and yes, it is definitely a risk when your dryer is overheating and giving an error. Your complaint clearly said sometimes it overheats anytime a dryer overheats it is a concern. Similar to your engine light on your car coming on saying Check engine oil... There is an inherited risk in running that car with no or low oil eventually the engine will quit.Should our technician have diagnosed the unit wrong, I would gladly refund the money. However, We diagnosed the machine as you requested and gave you an estimate to repair.
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