Bolt Appliance Repair

"I first went to look at the washer/dryer on a Friday. The dryer was fixed and working 100%, which the customer approved. I showed her that the suspension rods in the washing machine were completely worn out. I explained this wasn't a draining issue and demonstrated that the motor was working fine. I said I would first need to replace the suspension rods to keep the tube in place. I explained how I could tell they needed to be replaced and demonstrated the issue to her. I also told her that if I replaced them and it's still an issue, I'll need to return and diagnose it again. I replaced the suspension rods and showed her they were new and working properly. The tube wasn't bouncing anymore, so I left, but she called me back a few hours later. She said it was still having issues, which I told her was a possibility, so I returned the following morning. I checked everything in the washing machine and found that a shift actuator, sensor, and belt needed to be replaced. I showed her each part so she would understand what the issues were. I also didn't charge her labor for the second day, and only charged her for the parts. I told her this would resolve the issue and replaced all three parts. I then tested the washing machine in front of her, and it cycled through three loads of laundry. The washer was working correctly, and the clothing was draining well. I even overloaded the washing machine for a test, and the clothes drained and spun fine. She thanked me and paid for the parts. She then called me back a few days later, but I couldn't speak to her, so I called her back a couple of hours later. She didn't answer or respond to my text, and then I heard from Angi. I wanted to resolve this with her, but she didn't respond to me. I did great work, was transparent, and she witnessed the issues and the washing machine working properly. I'm unwilling to refund her for those reasons, and countered with two options 1) It's written on the invoice that my work is under warranty. So if any new parts are faulty, I'll replace them for free, including no labor cost. 2) I also told her there were other possibilities, and the issue could be something else. In that case, I'm happy to return to diagnose and resolve the issue, but it won't be for free."

"Thank you very much ms Carter for your review although I would really appreciate if you could reconsider your review and provide a higher rating. I took time to finish the job because you didn't have time for me over the phone to explain you everything and provide the estimate to complete the repair. I could've finished in the morning in less than an hour if you had time for me but because you didn't, I had to come back late afternoon because I also had a pretty busy agenda. Thank you very much!"