ComplaintsforHugo's TV & Appliance Repair

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called about an estimate to repair a washing machine. It was on a Tuesday . Was told no one could come out til Thursday but just to make an appointment for the estimate would cost $120.00 before taxes. Within 10 minutes of making the reservation for the estimate time( a 4 hour window) I called and said I no longer needed their employee to come to the house. Asked for a refund on the credit card. Was informed that I would only receive $90.00 of my $120.00 and they would have to issue a check and send it by mail. I told them what name to put on the check and agreed. Upon receiving the check, I discovered they did not address it to the correct name. I attempted to cash the check ( thinking they foul all the company and verify with them) when the bank teller informed me, that the check would be returned, resulting in a fee. I decided to take the check back and call the company and explain the issue. It was a Saturday and the individual I spoke to, said someone will be in touch with you on Monday. As of Thursday October 20th, 2022. I had not received a call. I asked them, so what’s the deal, they informed me, I would have to send that check back ( by mail) before they would send me a new check ( by mail). I did not agree, as the whole “ check is in the mail” scenario is what got us to this point to begin with. They are only open til 6 PM and I cannot get over to their shop before that time. All I want is the $90.00 refund they promised me.

  Business response

  01/11/2023

  We apologize for the inconvience of the situation.  We understand that company policies can be difficult to understand.   When we book an appointment we do advise all of our customer that the service fee is non-refundable,  this includes same day cancellations.   We did make an exception in you case and issued a refund,  with just a 25% cancellation fee.  We apologize for the issue with the check and the name written on it.  We understand the check for the total  (minius the 25% cancellation fee) was picked up in person and verfiied that the name was correct.  If you have any questions please do not hesitate to contact us.   Thank you.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Hugo’s TV & Appliance repair because my refrigerator/freezer stopped working on 8/4/21. Oscar A****, the technician came out on 8/5/21. He spent 10 to 15 minutes at my house and said I needed a main board and he could put it in the next day. He did not check the main board. He came out and put it in the next day and it seemed to work until 8/14/21 when it stopped cooling and freezing adequately. Oscar came out again on 8/16/21 and said I needed another control board that would cost another$225 after already paying $716 for the first one. He saw that there was a hot and darkened spot on the inside wall of the refrigerator and just dismissed it. It was so hot later that I had to unplug the refrigerator out of fear of a fire. I spoke with Hugo, possible owner, this morning who insists on putting the other board in even though I said there is a problem in the wall of my refrigerator. I think it’s dangerous and wonder if they’re trained and licensed. It’s been very $

  Business response

  09/09/2021

  Here is our respond to complaint #********. ***** called our office and requested an appointment because her refrigerator was not turning on at all.   We confirmed an appointment with ***** for the technician to go out the first time on 08/04/2021 and perform a diagnostic.  The technician troubleshooted and did the evaluation, found out that the unit needed the main control board.  The  customer asked if this would fix the issue,  our technician advise that in 95% of the cases they are fixed by replacing the main control board,  but  there is always a risk that it might also need the INVERTER ( this parts send the voltage to the main control board).  There is no way of knowing if the inverter is malfunctioning until the main control board is replaced (e.g.  if a car is missing or has a bad  battery there is no way of knowing what else is wrong with the car  until the battery is replaced). Oscar or technician did advise of this risk  to the customer and ***** agreed to continue with the repair. Our technician return to the customers home on 08/05/21 and the unit was working adequately when he left the customers home.   Customer called on 08/14/2021 stated that her unit was  not working, it was on and running , but the temperature on the cooler side was 65 degrees and the freezer side was17 degrees.  We then proceeded to set a return appointment for 08/16/2021.  When our technician checked the unit he advise her that she would also need the inverter replaced, since it was not sending the proper voltage to the main board.  Our office called the customer,  we advise her that as a courtesy and to resolve the issue we would not charge her extra labor ( per policy we do charge extra labor when a unit needs additional parts that cannot be charged in the first visit, and are not part of the first estimate) just for the part itself total of $265.45.  Customer was hesitant and confused We did explain the 90 day warranty policy.  She wanted to know what would happen if the part didn't work advise the parts come with a 90 day warranty as well. Customer then gave us her authorization to order the part and we set the installation appointment for 08/18/2021.
  
  When our technician, Oscar, and Hugo (the owner) arrived to the customers home  on 08/18/2021 the customer told them that the unit was hot on the inside wall.  They did educate the customer by letting her know that  it was a heater that all refrigerator with an icemaker on the door have.  This units transfer cool air  from the bottom freezer to the unit door ice maker to prevent vents from freezing. Customer said she didn't believe we where doing the diagnostic right and that the Inverter was not going to fix the issue.  Hugo  advise her that she  was aware of the parts needed from the beginning, and that the diagnostic and part recommendations come from a professional technician.  She said she was not interested in trying the parts and wanted  the 1 part removed and a refund. As a resolution we offered 72 hours window for her to try the unit and if it didn't work she would not have to pay the bill of $265.45.  At this point the customer  agreed and signed the invoice where it is written that she is giving us her word she will pay us if it works.  She also wrote that " I want a full refund if the refrigerator isn't working in 90 days"  which Hugo signed and agreed. Customer then gave permission to install the part. Hugo and the technician where confident that the issue would be resolved. We proceeded to install the part, since an agreement was  reached.  AFTER installing the part customer REFUSED to pay us. Customer said she was not going to pay us because she didn't think the new part would resolve the issue.  Payment was refused after the invoice was signed stating she would pay within 72hrs and after installing the part. 
  
  We wanted to give a quick update on the interaction we have had with this customer since 08/26/21.  The customer called us on 08/27/2021 to let us know she was going to be mailing us the check and asked us for our mailing address (To date we have not received it).  Customer called again on 09/02/2021 and stated  that her refrigerator is not working again, to our understanding this means it was working and it stopped,  customer said that the refrigerator side is at 60 degrees and the freezer at 16 degrees.  To avoid any further confusion, misunderstanding,  and as a company to have a 3rd party witness,  we are requesting for all interaction to be made through BBB.  Also,  our ONLY resolution to  the customer  would be for us to bring the refrigerator to our shop to test it here and fix it if necessary.  Please advise.
  
  Sincerely,
  Hector H*** A****
  Owner

  Customer response

  09/15/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** **********

  I am going to go down the paragraphs sent by Mr A****, who I shall refer to as Hugo, and comment on sme of his statements.

  I did agree to have another control board installed after the second time my refrigerator broke as I didn't think I would get the initial $700 back if I didn't. I did call Hugo the next day to tell him that the wall on the inside of the frige had gotten so hot I had to unplug it for fear of fire. I told him that I didn't want the second board and wanted my money back because what they were doing was not going to fix what is wrong with the frige. He insisted that they come out and put in the second board anyway. When they came out together they just came in and put in the second board against my wishes. They did not do any type of diagnostics. They did not check the voltage. Nothing other than putting the boards in was ever done to try to figure out what the probem was. I kept telling them that there was something else wrong with the refrigerator to cause the problem and that eventually it would break again. Hugo made no attempt to look for other problems and no diagnostics were ever done as Hugo claims. The did not use a voltage meter. I was in the kitchen at all times during the visits. All that was ever done was just to look inside the frige. I wanted an explanation as to why the wall ot the frige was hot and burnt. Hugo said that was GE's problem, not his.

   

  Hugo gave me the invoice for the second board after they had put it in, not before as he says in his response. That's when we made the agreement that I would pay him if it was working is 72 hours. I agreed to this because he was bullying and intimidating me into giving him the money. We also agreed that I would get a full refund if the frige was not working in 90 days. The frige stopped working again before I could send the check.

   

  That Hugo thinks I still owe him money is incredible. It did not seem to me that they knew what they were doing. The only thing that they could do was to replace the two parts and it didn't matter what was really wrong with the frige. The inside wall of the frige should not be burnt and hot and for a professional and trained person to just ignore that is wrong and dangerous. I would recommend that the professional licensing board look into this business. 

   

  I would like a full refund as agreed upon. If Hugo thinks he can fix the frige in his shop, he is more than welcome. I will not pay him any more money. I've already paid enough for a refrigerator that doesn't work. It's been very inconvenient to live out of a cooler.

   

  Thank you.

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  09/30/2021

  The respond we submitted previously stated the reason for replacing the Main Board and the Inverter.  The unit was completely off and these 2 parts where needed to  make it start and get it running.  The customer was fully aware of this information and she agreed ( as our previous response stated),  thus the reason for us proceeding with the repair.  As to the claim of the heater that the unit has  that is causing the unit to feel warm outside.  Hugo explained that  it was a manufacturer issue and that the breakers in the home would prevent something like that from happening,  and that she should contact the manufacture for that issue. The agreement made with the customer for her to pay within 72hours was a one time courtesy.  Now,  we are more than happy to pick up the refrigerator and bring it to the shop to  further troubleshoot,  but with the customer awareness that if the unit needs any additional parts and new estimate will be created that she will have to pay in advance before any more work is put into the unit.  At this point,  as a repair shop,  have already lost the money of the Inverter Board ($246.07).  Once the customer agrees to this terms,  we can schedule an appointment to pick up the unit.
  

  Customer response

  11/02/2021

  Complaint: ********
  
  The contract between Hugo’s and myself stated “ We will provide you with an estimate based on how much it will cost to repair your appliance. After the estimate is provided and you have agreed to get your appliance repaired, we will fix your appliance at your home or our shop. At the end of repair we expect a full payment for repair.”
  As you see, the word “fix” is in the agreement. My refrigerator has not been fixed. I called Hugo’s weeks ago to ask them to come and get it to take to the shop. I did not get a call back nor any outreach from Hugo’s. I assume he has no intention of fixing it. In fact, it cannot be fixed. An electrician came to my house and looked at it. He confirmed that it cannot be fixed. I have given Hugo’s over $700 and lived with a nonfunctioning refrigerator for almost 2 months. The contract also stated that I would owe him payment after the repair. There has been no repair. I don’t know how anyone can run a business this way. I wonder how many other people have had to go through this. I will probably have to take him to court as I do not expect that he will give me my money back. I hope this will help other people to know what to expect when dealing with this business. 
  
  Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩