On 02/05/2024, T&C came to the home. At the home visit, they diagnosed our refrigerator's broken…read moreice machine and stated that the cost, including the part and labor, totaled $605.90. The representative stated that we needed to pay the total cost up front because the company could not order the part without our payment. Sympathetic to the limitations of a small repair company, we chose to pay the above amount in full on 02/05/2024, the day the representative came to the home and diagnosed the issue regarding the broken ice machine. On 02/05/2024, we received the receipt via email re the item to our email address for $605.90 confirming our payment.
Sometime in March, having not heard from the company regarding updates since the date we requested service for the item, we reached out to the merchant via phone call. When we asked what the status was of ordering the part and the expected repair date, we were told the part had not been ordered yet. During this phone call, we asked for a refund.
We did not receive any communication or contact from the merchant between the March phone call above and 04/03/2024, when we initiated contact below.
On Wednesday, 04/03/2024, we reached out the company again and we stated that, because of the delay and lack of communication from the merchant, we no longer wished to use their services for the repair regarding the item. We were under the impression that this would not be an issue since the company had not ordered the part, nor had they provided any services or labor regarding this item. The merchant could not confirm whether or not the part had been ordered and stated that they would have to conduct "research" and that they would have to reach out to "accounts receivable" before they could issue a refund. We asked by when we could expect to hear from them again and were told by the representative on the phone that they did not know by when they would follow-up with us. We pressed them for a timeline for follow-up and were again told they could not say by when they would reach out for an update. We suggested that we would reach out on Friday, 04/05/2024, to ask for an update. We were told their office would be closed Thursday, 04/04/2024, through Monday, 04/08/2024. We stated that, in that case, we would reach out on Tuesday, 04/09/2024. On 04/03/2024, we chose to file a dispute with Citi. After filing the dispute, we received a pending credit in the amount of $605.90. After filing the dispute, we also wrote a brief review on Yelp stating that we were charged for services not received and encouraging others not to use this company's services.
On Tuesday, 04/09/2024, we attempted to call the merchant and left a voicemail when the merchant did not answer.
On 05/04/2024, we noticed the pending credit in the amount of $605.90 was withdrawn from our account and that the merchant had filed a response to our dispute. After reading in the merchant's response that they were open to resolving the issue directly with us, we reached out again on the below date. However, on 05/04/2024, we chose to refile our dispute because of the merchant's response in their reply that yes, according to them they had provided the service, and because of the merchant's previous lack of good faith and follow through.
On 05/21/2024, we reached out to the merchant again via phone call. We again stated that we expected a refund in the amount of $605.90 for parts not ordered and services not received re the item. We were told we were in fact issued a refund to the same card. We stated that we would check our credit card account and our emails and would call back in a few moments. After terminating the call, we again looked through our email and bank statements and did not see a refund in the above amount posted to our account. Within fifteen minutes, we called back and told the representative that we did not receive the refund. The representative told us that if the invoice was not in our inbox, the representative would again have to reach out to "accounts receivable" because they may no longer have a copy because so much time had passed. The representative stated that we should know that companies like Wal-Mart only keep records such as that for 30-90 days. The representative then aggressively and sarcastically thanked us for the review we wrote and the "defamation we spread on the world wide web." We stated that it was not defamatory because what we wrote was true: we were charged for services we did not and have not received.
When we told the representative we did not in fact receive the refund in the above amount, the representative first told us that we needed to prove to them that we did not receive it. Unsure of how we would prove that, we asked if they could provide proof of having issued us a refund. The representative stated again that they would have to reach out to one of their company's internal "centers" to send us that proof of refund. We still have yet to receive the refund.
