News

Recently, a citizen complained that it cost him 1500 yuan just to unclog the sewer, sparking resonance among many netizens online. However, this incident is not an isolated case. Cases of consumers encountering "repair assassins" are frequently seen on third-party complaint platforms and various social media platforms.

In response to such incidents, attorney Zhao Zhanling Esq. from the Beijing JAVY Firm accepted an interview with China News and provided expert analysis on such events.

After the kitchen sink at home got clogged, Shan Shan (alias), who lives in the Xicheng District of Beijing, recently found a company on a platform that charged 100 yuan for home service. "Originally, they said one bottle of drain cleaner would suffice, but the repairman ended up using eight bottles, totaling 1500 yuan to unclog the sewer," Shan Shan said. The drain cleaner used by the repairman had no brand, just a large bucket, and one bottle of drain cleaner cost 180 yuan.

The invoice provided by Shan Shan shows, "Sewer cleaning labor fee 100 yuan, additional Feiluo drain cleaner 180 yuan per pound." However, no brand named Feiluo drain cleaner was found on major e-commerce platforms. When searching for "drain cleaner" on Taobao and other platforms, the top-ranked drain cleaners are mostly priced at around ten yuan per pound or liter.

Do platforms bear responsibility when consumers encounter "repair assassins"?

Mr. Zhao pointed out that it is necessary to clarify the three parties involved: the service provider, the consumer, and the platform. The platform provides information services contracts, which are of a matchmaking nature. The specific home appliance repair or other services are established between the consumer and the service provider. If consumers encounter false advertising or inconsistencies with contract commitments, consumers can hold the service provider legally liable, such as requesting a refund, and if necessary, can also choose to resort to litigation.

Mr. Zhao also pointed out that online platforms are only information service platforms, so in most cases, they do not guarantee the quality of services provided by service providers or bear corresponding legal responsibilities. However, if the platform makes strong promises to consumers, such as promising to compensate first, then under certain conditions, the platform needs to fulfill such promises. Secondly, if the online platform, based on maintaining its own reputation and the normal transaction order within the platform, formulates some rules involving service providers and consumers, all parties should abide by them. If the service provider fails to comply with the rules of the contract, the platform can impose corresponding penalties on the service provider, which is a penalty of the nature of contractual breach liability.

Mr. Zhao also reminded consumers to inquire about the specific services and fees standards before placing an order and accepting related services from the merchant, and to inquire about any other additional items and corresponding charges. Keep relevant evidence well, and if consumers find that the merchant's actions are inconsistent with previous commitments, they can refuse to accept them or lodge a complaint with the platform.