Erin A.
If I could give less than 1 star I would!
Albuquerque BEWARE! It was the worst customer experience of my life, ending with a threat from Fixtman LLC. I hired Fixtman LLC to mount a TV on a wall—a very simple task—but they tacked on extra charges for everything. The total came to $241 if we lifted the TV ourselves (great service, huh?) and over $300 if they did it. They jacked us around on scheduling, even though they advertise same-day installation. After several rescheduling issues, where they pretended the phone was cutting out but were really just hanging up, we landed on Saturday between 9 and 11 a.m. They sent us an email requesting payment of the invoice ahead of the appointment. On the day of the appointment, more than halfway through the window, we called to check the status. This is when they informed us that the driver had a delay and would be there at 1:00 p.m. This would not work, as we wouldn’t be home at that time. The woman I spoke with on the phone then told me, “He’s on his way” — this was at 10:00 a.m. So, at 10:00 a.m., he’s on his way but will be there at 1:00. We then received a call from the tech himself, who was supposed to do the installation, informing us that he had canceled with Fixtman LLC because of the way they were speaking to him and because he didn’t have childcare for his kid (which wasn’t something he should have been telling us). He also said they charged him a fee for canceling while they were telling us he was “on his way.” He then suggested we book him directly and offered his personal number, which we took, but decided not to go that route because the whole thing seemed sketchy. We attempted to call Fixtman LLC back, but every time, it went directly to him. He then gave us another number, which rang endlessly before hanging up. Finally, we got a call back from Fixtman LLC saying that the tech couldn’t come but that “we can send someone at 5:00 p.m., and this one is reliable.” So, I guess they’re okay with initially sending unreliable people to your home? At this point, we realized this is a scam and asked for a refund. They said it would take 7-10 business days, all while being rude and defensive on the phone. We attempted a stop-payment on our card because, the more we spoke to these people, the more we realized this was a scam. Our bank informed us that the payment was already pending, so Fixtman LLC made sure to take the money immediately, even though they didn’t have a driver sorted out. Not wanting this scam company to have further access to our account, we ended up having to go to the bank and cancel the card altogether. The bank suggested this, as, in their professional opinion, it seemed like a scam, and they were concerned about Fixtman LLC having any further access to our account. They can’t dispute the charge until it goes through. I received another call from Fixtman LLC saying again that they could send someone at 5:00 p.m. At this point, I informed them that we could see this was a scam. This had been the most unprofessional experience I’ve ever had with any company, and we were worried that they had our address. I told them that everyone was alerted to this scam now, and we were on high alert about someone showing up to our house to do who knows what, including retaliation from the tech who had called us directly to complain about them. Her response to me was: “Well, we have recordings of all the calls, and since you spoke to him directly, if someone shows up to your house, that’s not on us.” This is her response to us being scared that a disgruntled employee might show up at our home or that this could be a robbery scam. Here’s the threatening sentence: “IF SOMEONE SHOWS UP TO YOUR HOUSE, THAT’S NOT ON US.” That sounds a lot like a threat to me. So now we’ve had to make a report with the police department. I informed her that it’s actually fully on Fixtman LLC because they gave this tech our personal number to contact us directly, where he complained about them, which is completely inappropriate. She had nothing to say back to that. She then said, “We are not a scam company; you can Google us.” My response was, “Great, then I can leave a review and warn people about how you scam.” She hung up at this point. Now, when we go back to the email that had our invoice, there is an error message. We can no longer view our invoice, and as you can see in the attached image, it’s been removed by the owner, yet the charge is still on our account. If they have nothing to hide, why hide the invoice after the fact? And they still have my money.
Response from FixTman LLCDec 29, 2024
Hello Erin. We are sorry for the experience you had. We don't require prepayment for any service, The invoice sent to you is for your reference. It is clearly mentioned, we require payment after the job is done. The technician did call you from the call masking number to inform you he had a delay and there was a schedule mixup and that is when you must have shared the phone numbers with each other. Later on, When you asked to cancel the job, and wanted a refund, it was initiated immediately and it was sent to you. You told us to cancel the job, so the invoice was cancelled when we cancelled the job and sent you the screenshot for the money you paid us. No invoice was hidden from you. It was sent to your number, and you must still have it. We also never share the customer's numbers with the technician and vice versa. It is call masking only.