A Better Deal Appliance Source

he returned my call, with a price of twice the price of a new one

Had a hard time reaching them directly by phone. Most contact is email that is not answered. They were late the first visit, Tim the repairman seemed confused and rambled while he was at our home. He arrived very late in the evening 7:30pm. He billed us $57.50 for a service call and $80/hour labor in addition to the cost of replacement parts for a total of $244 which we thought this was double billing and expensive. The check cleared our bank the next morning. He left the stove disassembled and said he would be back when the parts came in to finish the job. He then advised us it would be an additional $57.50 service call when he returned. Bringing the total repair costs to over $300 to replace two gas lines on a basic gas stove. The next day about 4:30pm Patricia called from the company and said the parts had come in and wanted to send Tim to our house immediately to finish. We explained we were just leaving, (it was Friday night) and could he come on Monday morning. She said they did not do service calls in the morning and they were full on Monday but they could come on Tuesday between 11am and 1pm. No one showed up or called on Monday. I called the business number and was prompted to go to the website and leave an email. When I called right back to a few minutes later about 2:45pm Tim "accidentally" answered the phone. I explained he was supposed to be at our house and also asked about the $80/hour labor in addition to the service call fee. He acted confused and said he did not know he was supposed to be at our house. His (wife?) could be heard in the background yelling and then she took the phone from him and started yelling at me. She said the parts had just arrived that morning (Tuesday morning) I reminded her that she had called me on Friday. At no point was I able to calm her down and I hung up in frustration in the middle of her rant. Patricia then repeatedly called my cell phone for 30 minutes and finally left a voice mail saying "they would ship our parts to us since I was concerned about costs to save us the additional $57.50 service fee and she knew I was adept at doing appliance repairs." She also said "that she and Tim had confused me with another customer with the same exact name for which the parts had just come in - for a washer but she wasn't sure?? and she didn't understand why I was sooo upset?" I have done business with this couple for 10 years. While at our our house when he taking my stove apart Tim told my husband and I that he and Patricia were separating and she was moving out to Hitchcock. We asked what was happening with the business and he did not know. I have purchased used appliances (5) from this couple and only used them once before for a connection of a waterline to a refrigerator. The purchases went through with no issues but we had a similar issues with the refrigerator service call. I do not think they want to do repair work. Both times I have tried to use them for repairs there have been problems and this time I am out $244 and still have a broken stove. Our stove is in pieces in the kitchen and we have not received our parts or a refund of our money as I tried to request when Patricia was screaming at me on the phone. I found her behavior strange and frightening. Tim just seemed lost and confused. I feel they are unprofessional and will not use them again. I also do not think I will ever see the parts which I have no idea how to install or how to reassemble my stove. I am also pretty sure I will never see my refund. Based on the erratic and volatile reaction when I called and finally reached them I write with concern that they know my address and hope there will be no damage to our property in retaliation to my complaint.