ComplaintsforPremium Appliance & More

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services were sought from Premium Appliance & More for repair of in home Ice Maker, with original invoice dated 1/26/23. Device was interrogated in our home by technician, with bid for required parts totaling $797.17, including diagnostic fee. Invoice was paid up front. Icemaker was taken to the business shop to be repaired, and was there for an extended length of time (>2 weeks), without updates or new communication provided. The machine worked at their shop for 2 days according to their technician, and was then reinstalled in our home to make one batch of ice (~24 hours) before it stopped working again. Of note, the machine was making a loud/abnormal noise after reinstall in our home before the technician left. The technician came back out to our home to interrogate the device, and then determined the machine required a totally new part not originally identified as an issue- gear motor and bolts. Cost for the new parts was over $2500, but these parts were said to be unavailable indefinitely. A meeting was set up with owners of Premium Appliance & More by myself asking for reimbursement of the part purchased per their legal bid for repair, with their offer to only reimburse us $400. This was not agreed upon, but we did offer to meet them in the middle between the two costs and only requested $600 reimbursement after discussing for 24 hours, to which they have denied. We now request the total of the parts to be refunded $797.17 for our troubles.

  Business response

  05/24/2023

  Premium Appliance and More Response to complaint.

  Business response

  08/08/2023

  We feel we have done everything possible to accommodate the repair of your Hoshizaki icemaker.  We have tried to be up front about pricing and repairs needed in order to help you with your appliance repair throughout the process.   The ultimate decision to repair was yours and we provided as much information as possible at the time. Per your instruction, we ordered the parts and performed the repair as discussed.  We also ordered extra parts because we thought it was included in the parts we had already ordered, but learned it was not.  We did not charge you for the additional part.  We also had to ****************** of the calcium buildup  in order to install the parts and complete the repair.  We did not charge for the cleaning as a courtesy just to get the job done.  We then let the machine run to test it for (3) days in our shop and it worked fine.  We then scheduled to deliver and reinstall the machine in your home and it was working to include dropping ice prior to us leaving your home.  All was good.  We later received a call from you saying the machine had stopped working.  ************** then determined that the machine needed a gear motor and bolts.  We priced the parts and called giving you the charges to order the parts and to replace them.  The cost would be over $2500.00 to repair and when we checked for the availability of the parts, it was determined that they were on an eternal back order, meaning we could not promise that they would ever be available.  Once this was learned, **************** requested pricing on a new machine.  **************** then visited our office and asked for a refund on the repair that had been done.  She said they do not want to pay for something they cannot use.  We truly understand her position, but at the same time, the issue is not something we could have foreseen and certainly was not any fault of ours.  Although we can sympothize with this situation, we have spent much time and expense to do our part to repair the machine.  Initially we made an offer to refund $400.00 of the expense, which would be a complete loss to us.  But, she refused the offer and left wanting to discuss with her husband, *****************  Since then, **************** called back and said she and her husband had discussed the situation and they would consider splitting the cost with us and would like $600.00 in refund.  I told **************** we needed to discuss their proposal.  After review of the entire happenings, and putting everything in black and white (see above spreadsheet).  *********** cost should have been $2,278.67.  We only charged you, $947.91. so, due to this review of the job, we do not accept your request of a $600.00 refund.  We will however, honor the original offer we made of reimbursing you $400.00.  Although this is adding to our loss, we do not want any ill feelings and we do feel we are doing the RIGHT thing.

  
  NOTES:
  > **************** refused the proposal from Premium Appliance and More
  > **************** sent an email stating she had turned Premium Appliance and More in to the BBB and Premium Appliance had 24 hours to comply with her demands or she would be filing a small claims court case against Premium Appliance and More.
  > Due to the threatening demands and the harrassment experienced by our staff by one of her family members, Premium Appliance and More has determined there are some customers you need to walk away from.  **************** is one of those customers and therefor a refund for the entire amount was provided in the amount of $947.91

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