The service technician did a fine job yesterday. The fridge is working and the repair was completed successfully.
Having said that, I do have some concerns I would like to raise:
He was late. Originally scheduled for 10:30, he arrived at 12:30. I called the dispatcher at 11am to confirm when he was coming.
I didn't receive an estimate before the work was completed. The work was done and I was then asked to pay.
The repair is too expensive. $350 for the installation of an off the shelf part is too much. The technician's labour rate is too high. He was onside and I was charged $200. A labour rate of $200 is much too high for this time of work. The markup on parts is also too much. I was charged $112 for a small part which I later found online for $30. (I don't expect to pay online prices for parts that a repair person has onhand, this feels exorbitant.) I would expect this repair would be closer to $200 ($70 parts, $120 labour).
In summary, while I have no complaints about the quality of the work, I won't be using them or recommending them again due to the way the work was priced and quoted.
- Approximate cost of services:
- $350.00
- Company Response
Hi Ken,
We are sorry to hear you were not completely satisfied with your service. As for the arrival time, we do not give set arrival times as we allow for a 2-hour window for the technician to arrive. We allow for this 2-hour window as the technician's arrival is dependent on the time it takes to complete the previous job. We are sorry that this was not made clear to you when you scheduled your appointment. Our technicians are always supposed to quote the repair price and ask for approval before proceeding with the repair. We apologize that you did not receive an estimate beforehand and will ensure all of our technicians ask ahead of time. As for the price, we do not make the prices for the parts, as the prices are set by the supplier where we get the parts shipped to us from. Ordering parts from our manufacturer does ensure that the part is from the original manufacturer.
We are sorry that you did not have a great experience with us, however we are glad that your appliance was fixed successfully.
Sincerely,
Capital Appliance Repair