Steve Brannan, owner and sole operator of Brannan's Appliance Repair responding here with my side of the story.
No one likes to get a bad review, however what I like about being on Homestars is that I get a chance to respond to a bad review. Please read my other reviews if you'd like to get an idea of how I run my business.
I was first contacted over the phone by this customer, she had already attempted to do repairs on her own by installing a drain pump purchased from Amazon. Original complaint "not draining properly, sump area still has a lot of water in it after a cycle" Customer provided the model number at my request.
I always provide an estimate over the phone that includes a minimum and maximum amount including parts AND labour, taxes are always extra. I quoted minimum $268 to maximum $488 for this job and advised the customer that due to supply issues (Covid related) some critical parts are currently not available. Customer says "please proceed".
I arrive at the job site, customer is now asking me to remove pump she installed and reinstall the original part in her dishwasher. I do this and proceed to remove large amounts of food debris from drain system, I shop vac, fill, drain, flush, fill, drain, flush multiple times until the drain system runs free and clear. I let the customer know than on dishwashers that use a corrugated drain hose that hard items like a piece of broken glass or plastic can get stuck midway in the drain system and cause intermittent draining issues, if this happens you need to replace the drain system (not the drain pump), this would cost the $488 maximum quoted but those parts are backordered at the time. I leave with the machine draining properly, drain pump swapped out and a final note:
"if the problem reoccurs don't panic, just give me a call and we will order the necessary parts for you".
I'm not going to recommend doing the maximum repair if just cleaning out the blocked drain system has been a permanent fix.
A week later I'm a crook who "did nothing" and if I don't refund all her money I'll get a bad review.
I would like to point out that in my business intermittent problems are very common and when they occur or if I am suspicious that the problem may be intermittent I let the customer know to "not be surprised or disappointed" but that we will "get to the bottom of the issue in time". Most people are fine with this and go with the process.
That's my side of the story...