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RepairSmith complaints

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2333 Utah Avenue, Suite 105
El Segundo, CA 90245 | Get Directions

(877) 907-6484

http://www.repairsmith.com

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Total Amount in Dispute:
$1,447.00

Total Amount Settled:
$0.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

3 complaints against RepairSmith closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against RepairSmith

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8/15/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $200.00 Amount Settled: $0.00

Customer Complaint

8/1/2023

I scheduled a repair after receiving a quote online for $291 to replace a radiator fan. I took the day off work, received a text at 930am on the day of the scheduled service that they were on their way. I patiently waited until noon, I got no further texts or information from them so I called as out appointment was scheduled for 10-12. When I called they said sorry we weren't able to get the part needed, they asked if I wanted to reschedule for the next day , I agreed and finally they sent me a new text at 200pm, when I opened it up the quote had changed to $503. I believe they are using bait and switch to get work. I want to be reimbursed for the 2 hour window I waited for them to come. They advertise that I would be charged $50 for cancellation without 24hours notice. I think they should have to pay me the $50 since they did not inform me that they would not be here. Resolution Sought I want to be paid the cancellation fee that they told me that I would have to pay if I cancelled without notice.

Company Response

8/9/2023

Our website notifies the customer when there's a ranged quote, our system will quote a general part number, and as our service advisor team confirms the part that is what solidifies the range. I have attached (to BCA for review) a screenshot that shows this range of $341.48-$553.98, There is also misinformation in the additional information area of the complaint, there was no charge to the customer but it shows in the complaint amount paid $200.00.

Customer Rebuttal

8/9/2023

I never said that I had to pay the company $200. I said that I LOST $200 in wages waiting for a technician that never showed up or called. I had to call them, I understand the "range" However while I was on the phone with the rep and she was rescheduling me to another day she NEVER mentioned the increase in price. If I had not logged back in and looked I would have had work done that I could not afford. Their communication sucks to their customers and it borders on bait and switch.

Company Final Response

8/11/2023

We apologize for the inconvenience, as a digital company a majority of our communication is through email. Updates to consumer quotes trigger an email to the customer alerting them to cost increases. Currently, if a consumer calls in about rescheduling their appointments this does not prompt a conversation about pricing. We will bring this topic/concern to our customer service call center to help ensure a better customer experience. We would like to offer $50 off your next service, please use reference #1530007 when you call in to apply this discount.

11/30/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $847.00 Amount Settled: $0.00

Customer Complaint

10/13/2022

Made several attempts to get the company to honor their 1year warranty on my fuel pump. They placed a fraudulent tag on my account and name. There's no reason why and when I asked them they my account is closed. Resolution Sought Honor the 1year warranty and take care of the misunderstanding about my account

Company Response

11/17/2022

I reached out to the complainant to set up a warranty recheck visit. I will inform him that to remove the fraudulent tag we have for his account our technician will have to verify the customer and payment card with a valid state-issued ID card.

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