Deniz Demirel
Rating: 0 out of 5
Dishonest removal services
I recently bought a gas stove with CAS organization , and I was promised removal services, with an extra fee for 20 dollars, and you have to book your own installation which I was fine with. The night before the delivery, they sent me an email indicating that I have to remove the gas stove and the pipe before delivery, which was scheduled for 10am. I removed everything and was not able to do the pipe disconnection. The delivery team came and dropped off the new gas stove at 11:45pm, but were not able to remove the pipe and did not pick up but said they can come back as they are in the area for another 3 hours and since I paid for service it was not an issue. I called your customer service as my technician completed the installation by 2pm. Nobody came, and nobody from customer care called me back. I called the next day, and they said we will send someone on Monday and let you know once booked. Again nobody called me back. I called again today, and finally they have now decided to charge me 101 dollars for them to come back.
Nobody told me during the sale that I had to find a technician to remove, and to install (both separate as they give you a 2 hr window, and no technician will sit around for 2 hrs). They expect me to find someone to remove it that is licensed, off-course I was not able to find someone when they notify me at 7pm and expect me to find someone by morning. In the end they did not come back to pick it up, and now want to charge me 100 dollars for someone to come again. Their customer care indicated to me they can come back and will call me, but they did not. I called them on 6 different occasions and they indicated they would find a time and they did not, and today (3 days later) they decided to charge me. This is a broken process, and their customer service gets a 0/10 from me. I need this rectified, as this is an unfair process, and if this is your process it is a dishonest service. I still have not received a single call back from your customer care, or the sales person that sold it to me.
Answer from pro:
Dear Customer, Thank you for your feedback. My apologies for your home delivery experience. Please note that the appliance removal fee does not include disconnecting appliances from their electrical or plumbing source. This is clearly indicated on our website as well as on your invoice that you have received at the time of sale. As the appliances were not disconnected, our delivery team was unable to remove the old appliances and therefore, could not install the new ones. We would like to apologize for the inconvenience caused. Kind regards, CAS LT
Reply created 14 Dec 2021