I was impressed with the phone reception, scheduling process and follow up phone call and e-mails. Unfortunately things changed following that.
The cost of labour and reasons for the costs are really difficult to accept - close to $600 for what the technician said would take 1-2 hours of work to replace the part. The part that had failed was covered by warranty, and I assume will be covered by the manufacturing company.
I would also like to question if it’s standard operating practice to charge customers a fee for parts pick up in another city? It’s been my experience that most companies will ship overnight at no cost to the company or the consumer. Even if there was a cost for overnight courier, it would be a cheaper option.
My wife was also told that that if a service agreement was purchased as part of this work, the labour rate could be reduced. However this “up sell“ only added to the total cost. Although the invoice outlined a general description of what’s covered in the service package, I would like a detailed description of what this service agreement covers, along with the expiry date.
I understand that the cost of this repair was authorized by my wife, but prior to doing so, she questioned your billing practices and expressed concern regarding the high cost of this work. In the end, she felt that she had exhausted all avenues of questioning the costs and reluctantly agreed to have the work completed.
Based on the above comments and questions, at this time I’m sorry to say I would be hesitant to recommend your company.
I look forward to hearing back from you regarding this issue
RESPONSE FROM Best Home Services:
Our pricing book is based on national averages very similar to the Auto industry.
The price to replace the in warranty motor was discounted due to purchase of our maintenance program.
Please remember our upfront pricing is a turn key service. It is not just labor. The motor needed to be tested, properly diagnosed, researched and ordered. The part had to be picked up from the supplier and a return trip back to remove and replace the motor.
Then the motor now has to be returned to the supplier with all proper warranty docs filled out and filed.
Our maintenance form will be emailed to you to identify what is exactly done during each visit.
The two included maintenance visits never expire until both are used.
Hopefully this helps explain that there is more to replacing just a motor.
It would be appreciated if you can provided an updated positive review.
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