ComplaintsforOttawa Goodtime Centre Limited

• Initial Complaint

  29/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had sent in my ****** snowblower for service maintenance at the Good Time Centre. I have been told the initial cost is $99 plus, will not be more than $200.I agreed and have it delivered on October 6. On October 29 at 12.24 pm, the manager johnny called me, he said it will need more than $500 to get it fixed, so I told him, it is quite expensive to repair .he then said, need a lot of parts to be replaced. I then said .ok .go ahead to do it .on November 12 at 9.51 am, johnny called again, he said to need more work to do and with the parts, the cost is over $1,000. I am in big shock and told him "No, Johnny, I need to think and advise you, should I want to proceed ". Johnny, the manager said, let him know later after a few days. I have my snowblower picked up with the estimate on 19 November,with no repair have.been done. I have another mechanic who picked it up from Ottawa Good Time Centre and sent it to another workshop call **** ******. The mechanic his name is ****, gave me an estimate, not more than $310 .so I told **** to go ahead to repair it after a week, my snowblower returned to me on 25 November and it run perfectly in good condition. * ** *********** **** ****** **** ***** ****** ******* ********* *** ************** ******** ** *** ********

  Business response

  04/01/2022

  We have a standard snowblower tune up special which is $99.95 + parts and pick up/delivery.  This service does in fact come to approximately $200 once completed.  But over the phone or in person before the unit is picked up it is explained to the customer that this is simply an annual service.  A full inspection of the unit and estimate is provided once it has been looked at by our service staff.  There is no way to give an accurate estimate over the phone if other repairs are needed. An initial estimate for the extra repairs was given which included the previously discussed tune up, pick up & delivery back to the customer plus the supply replacement of a tube for a flat tire, a friction disc which controls the forward motion of the snowblower and some carb parts so the machine's engine would function properly.  This estimate totaled $577.  This estimate was provided to the customer for his approval.  Once approved our technician started the repairs as discussed.  When replacing the friction disc some more parts that could not be evaluated on until the friction disc was removed turned out to be worn.  At that time the estimate was revised and the customer was given the option to proceed or not.  The customer chose not to proceed and was not charged the $577.  As initially discussed on the 1st conversation if the repairs were not completed or declined the customer is still responsible for the pick up & delivery fee back to the customer plus a 1/2 hour estimate fee.  This totaled $66.70 and that is what he was charged.

  In regards to the repairs done afterwards I cannot easily comment as i have not seen the completed work order.  I suspect only the minimum required to get the machine running was completed as the cost on parts alone, no labor or pick up fees is significantly more than what was charged.  As the customer was explained by our service manager his machine needed extensive repairs. We did not suggest repairing only certain things on the machine because the other parts would fail shortly afterwards costing more down the road.  We stand behind our estimate and feel no wrong doing was done in this case. 

  Customer response

  14/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I would be bringing this complaint toward the good time centre ,the service manager ,Johnny ,first quoted $577 for the repair .the quote is agreed and approved by phone .After two weeks ,Johnny then called me back and said needed more work and parts to repair ,resulting with another few hundred dollars  .the total will be amount over $1,000.Despite the fact ,estimate cost is getting higher and higher and no promising ,I had told good time centre ,the manager ,Johnny ,I am not process with the repair .After few days ,I decided checked with another mechanic which had only costed $35 to picked up from Ottawa good time centre and $310 to service /repair the snowblower .The only repair required was a spark plug ,oil change ,clean carburetor and repair the air leak on the right tire .no additional parts required as needed as per Ottawa good time centre advise .The snowblower is now running as new **** ********** ********** *** ******** ** *** ******* ********** ** **** **** ****** ** **** *** ******* *** * ** **** ******* **** *** **** ********** ******** *** **** ** **** *** *** ****** ******** 
  
  
  
  Sincerely,
  
  *** **** **

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