It is quite unfortunate that after 34 years in the business with many tens if not hundreds of thousands of satisfied customers that I am left with such an unsatisfied review. I have always explained the breakdown of invoices to each and every customer as long as I have been in the business. If there is any doubt in the work that has been performed, I have always encouraged the customer to mention any concerns or unsatisfactory feelings. This way we are able to come to an amendment that works for the both of us. It is unfortunate that Michelle feels the way she feels. Since the work was performed months ago and never once did I receive a phone call of concern questioning the bill, I assumed she was as satisfied as any other customer. She paid right away and never voiced any dissatisfaction with the repair performed.
To clear up any misleading information within the review for any potential customers reading, I would like to take some time to explain how the repair went and what was involved. First of all, we have contacted the customer multiple times, yet she has never answered the phone, or returned any messages to discuss why she is unhappy and feels the way she feels. Second of all, the bill she received was under $200 dollars, and as she feels she was over charged, we have taken the liberty to call other companies within the area to get a quote for the same job. Half of the places quoted around the same as we charged, while the other few were 50-60% more then we charged and were a 2-3 week wait for service.
For a simple breakdown of how charges are applied, there is a $65 service charge to arrive at the house. Every company charges this fee and it is in place to cover vehicle wear and tear, fuel costs as well as time spent travelling.
I then charge a breakdown of $60/hr and of course the cost of the parts. Our supplier, Reliable Parts, that we purchase our parts from has a current price for the pump of $87. This price does fluctuate up and down as there are different sales as well as the manufacturer (whirlpool in this case) changing their prices. Many customers do try to go with online prices for parts and unfortunately the price you may see online is not an accurate price. There are many companies who deal with parts exchanges as well as many of those online prices shown are wholesale prices for larger companies. These companies buy thousands of items at a time for their resale. Most of those online prices are not a consumer price. Also many of the prices are listed without taxes, handling fees and in some cases US duty fees,which of course add up very quickly in todays world.
I received the call late in the afternoon an hour before closing and Michelle made it very clear that she wanted to have the job completed that day as opposed to the next morning at 9am. My son and I (who has 2.5 years of experience with me and has performed this job at least 50 times) went out of our way to accommodate her demanding schedule. We were in and out of the house within 20 minutes. To clear up the labor charge of $20 That is including the time to diagnose, take apart the machine to access the pump, replace the pump, reassemble and test that all is ok and there are no leaks.
We also took the liberty upon us to move the dryer in such a way so that the vent was not kinked and squished. This provides proper airflow allowing the dryer to work efficiently. This however was viewed as a scam to the amount of labor charged and is unfortunate that it has been viewed that way.
I hope this is a clear enough response for anyone reading to explain how my business has been operated smoothly for the past 34 years. I am always eager to discuss any dissatisfaction with the customer so that they are content with the repair and willing to use me again in their future appliance problems.
Sincerely, Jiri Mikolasek
Owner, Operator of Jiri's Appliance Repair LTD