Central Service Inc

"[removed member name] scheduled call on 7/7 online at our website, we responded with a reply e mail stating service call of $79.95 and that we would be out 7/8 between 9-11, we arrived 7/8 at 10:50 am. I do apologize for the technician not having booties. I agree with you on this 100% . We run service calls with our trucks stocked with the most common parts to take of many needs. We do not order any parts for customers before diagnosing because if we do order part and come out with the part, several times the part is not needed and of course the customer does not need or want the part. [removed member name]agreed to having the repair finished with a door latch #w10275768 at $45.99 and labor of $79.65 to install upon return. She did pay the total, thank you. The part arrived 7/15, we called [removed member name] to schedule for the next day of 7/16, she did decline and requested 7/29. We scheduled her for 7/22 between 8-11 am. The part sent was incorrect for which we were at error and apologize for. After procuring the correct handle we did re-schedule for 7/29. The technician did call off ill that day, we called customer to advise to see about coming out 7/30. Understandable custer was upset. I told her we would find another technician that would run the call that morning. I called back 15 minutes later to let her know that we did indeed have somene that would be over that morning. Customer understandably declined and we did refund all but the service call fee. In retrospect I agree that we should refund the service call fee. I will refund this amount and hope that it goes toward restoring a little confidence in Central Repair Service. We are an ethical and honest servicer and I do believe she is correct. I will contact her week of 8/5 to confrim this. Michael Parr Central Repair Service Batavia, Ohio 45103 513 943 0500"

"Customer called 10/21/10 2:59 pm stating she had an older Thermador double wall oven in need of repair. We expressed to her at that time that parts may not be available, however with the model and serial number she provided at this time our parts dept. took a look and could not bring the unit up on BSH parts website. We advised the customer that model and/or serial number may be incorrect. She stated at this time that it was difficult to read and expressed interest in having someone visit her residence to assist and diagnose the unit. We at this time informed the customer that we had a service call/diagnosis fee of $89.95 plus tax due at time of visit. Customer again expressed interest and scheduled a service call from us for 10/25/10. Upon our technicians arrival he spent 28 minutes gathering proper model and serial number (8:58 to 9:26 am) and diagnosing unit as being in need of upper oven control and lower oven control. Our parts department researched the availability of parts on 10/25 and found that parts were no longer available, spoke with customer on 10/25 at 2:34 pm at which time customer was informed that the parts are no longer available from Thermador for repair of the unit. We service 21,000 families each year and have a B rating on Angies List and an A- rating on Cincinnati BBB. We pride ourselves in all aspects of our service and do all we can to maintain a good working relationship with our customers, as we know they are our future."