Had a pleasant repair experience with Sam in the past, so hired him again for a washing machine that wasn't draining properly. Sam and Tinna came on schedule, for which they get they get that one star. Were in and out in 15 minutes, took pictures and sent to me at work stating that the machine was beyond repair as it is too old(the equipment is around 8-9 years old). Followed up with a call to explain that the drain pump was an issue and wasn't worth repairing. Reminded me several times during the call to pay them for the diagnostics fee, as we agreed upon an e-transfer.
I wasn't convinced with the assessment and decided to get a second opinion the following day. Early in the morning of next day received another message stating that they'd like to get paid for diagnostics. It turns out that the drain pump was indeed an issue but it just needed to be cleaned out. Despite it all I did send an e-transfer and advised Sam that I was disappointed with his service of mis-diagnostics, as I felt that given the age of the equipment he didn't want to be bothered with the repair. Immediately received an offensive response, deflecting from the issue, while accusing me of being a bad customer.
Will not use this company again. I will give Sam and Tinna the benefit of doubt and will label this an unfortunate incident for me....but customer beware if you have older appliances.
- Company Response
I'll get right to the point. The washer had a 1" hole in the door seal (upper area) along with lots of black mold in the lower area, one of the control buttons was permanently pushed in crooked and broken, when I took off the lower panel and looked in I seen water damage inside the machine (rust). The drain pump was the old style that is very difficult to remove and was not working (something stuck inside perhaps). To repair a washer like this it needed parts, new door seal, new drain pump, new control panel button in the least maybe control board also. I seen this to be an expensive repair and took some photos to show her how bad it was for the tenants. Advise her to replace the washer to save on time and money in the long run as it's 8-9yrs old washer and heavily used. She was very "Complicated" on the phone when we told her our honest opinion. This is why we were checking to see if she was going to pay us or not? Turns out she went behind our back and got some "other" repair company to "make it work" then aggressively text us the next day and put a misleading review about us on HomeStars. Not expected behavior. We did our job correctly and diagnosis remains the same as followed: The washer is a WATER LEAK HAZARD AND ELECTRICAL SHOCK HAZARD, you might not see it because it's on the inside of the unit this is why we have told you not to fix it and to replace it. We cannot work for someone that don't trust us or listen to our advice and treat us like we are the "10min money grabber big companies"... We are NOT. It's only the two of us my Wife and I running this business for the past 9 years keeping it small so it don't become corrupt like some of the big time businesses. If we can't do the job or refuse it there is a good reason why. Think it over. We have the right to refuse working for you and we choose this for the best on both sides. No hard feelings, have a better day.