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Complaint Details
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Initial Complaint
03/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted this business 3/2/22 at 9:40 a.m. to get the name of a maintenance man they sent to my house in December 2021 to look at my washer that has been broken 7 days after I purchased it from ******, for the last year I've been having lots of issues in getting my washer fixed or my money back for the washer. The only thing I needed was the name of the man and for them to send the report to the proper businesses so the next step in getting my washer taken care of can happen. No one could see that man that came out to my house in December. so I needed to find away i could prove that I had someone come out because they were supposed to write a report and send it out to ****** and the manufacturing company but they never did. The lady that answered the phone ****** was very disrespectful and rude accused me of yelling at her while she was yelling over top of my voice at me when I finally got her to hear that on the customer and she is answering the phone to do a job and needs to listen to me her exact words were "I don't need to listen to you" **** said excuse me and hung up you try and find a different way to get my information today and report this incident.Business response
03/10/2022
To the contrary of the calm nature for which *********************************** wrote her complaint, her phone call was not such. All conversations are recorded for internal review. Courtney called in screaming at the top of her lungs stating she is going to *** us and take our company down just like she took down another company. Our office associate ****** had no chance to get a word in, let alone be able to talk over he, nobody could. This issue stemmed from a machine ******* approved for exchange under warranty in December of 2021. We can only assume the promise wasn't kept as the conversation wasn't able to progress that far.Initial Complaint
01/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Really hard to find the companys information online to begin with. This company sent a technician out to fix my refrigerator that was under warranty. They replaced a part and that did not fix the issue. I was told that I needed a different part and that they needed to order it from ******** I was okay with that. A couple of days went by and I never heard from them so I called then. They told me that they had canceled the order because there was a cockroach infestation in my fridge (False). I asked for proof and they sent me pictures of a different fridge, I explained that it wasnt my fridge and I sent them pictures of my actual fridge but they refused to listen to me and hung up. They are the only contractor that ******* uses for the area and I basically Im out of a fridge because these guys refuse to do their work which by the way I was charge $125 for (******* never mentioned that), also the payment was required to be made in cash which only which I also find very weird given that its 2022 and most people dont even carry cash around.Overall very dissatisfied with their service, lying about my fridge and refusing to do the work they got paid on. I wish ******* used more companies because this one damages the brand.Business response
02/07/2022
We are responding to the complaint submitted by ************ for her ******* refrigerator. Understand we are not a direct to consumer company. No end user can call directly and receive our services. An end user must first request service through ******* directly and be contracted through our ******* Branded service to receive such service. We are *******'s engineer team for the area and all work is documented and executed based on the ******* warranty issued with each machine.The customer contacted ******* under repair ticket ********** for an out of warranty service and our initial contact was made 11/23/2021 at 12:15pm (everything we do is time stamped). Technician ****** was dispatched and service the product with arrival at 12:19pm on 11/30/2021 and uploaded a photo of the model serial tag of this refrigerator (photo Cruz_1). Technician worked to resolve the complaint of "no power" which was in reality a "no cooling" complaint by eliminating error codes present in the machine to test it. He was successfully able to isolate the errors and determined the machine had a locked compressor condition. This repair required a Master Engineer licensed to handle the refrigerant in the machine.The follow up visit with Master Engineer **** took place on 12/14/2021 with arrival and a copy of the model serial tag uploaded at 4:18pm (******). Notice how the model serial tags match as they also match the information ******* gathered from the customer on the initial service request. **** in the process of prepping for the replacement of the compressor found HEAVY evidence of roach infestation in this machine which constituted a warranty void declaration on the item. This is covered under infestations in the customer's user manual.The technician uploaded 5 additional photos at 4:56pm (the unnamed remaining photos) following a telepresence call with ******* Engineering where the technician video calls engineering while onsite. The notes from ******* per the video call are below and also timestamped as well as the engineer's name cooperating with the video call:0011 Inbound ASC Resolution 2021-12-14//13:47:49//TECH SUPPORT AGENT[*pet 
Telephone Created 12.14.2021 16:47:55 *****.**** 2021-12-14//13:47:49//TECH SUPPORT AGENT[******.*****] Troubleshooting - The unit is unsanitary to work on at this point. The botto m of the compressor compartment is full of an insect infestation. The accusation that this wasn't her refrigerator is preposterous. This is a lie by the customer, and a bad one at that. We don't make determinations of infestation and coverage declarations except through the authorization of the manufacturer directly (see the photo with the visual support call (also timestamped).*********** will need to purchase a new refrigerator. The cost of repair without the warranty in tact exceeds the value of a replacement refrigerator.As a final note. We prefer and check payments to avoid the surcharge associated with debit/**** cards (which we do also accept for lack of preferred payment method availability). As we are the servicing arm of the manufacturer, it helps save on overall cost which we then extend to the end user to increase the end user's overall satsifaction with the manufacturer and their product.
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