ComplaintsforRegional Factory Parts & Service
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Complaint Details
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Initial Complaint
21/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HELLO on / about 04.12.2023 , had a my dryer " heater element " replaced......total cost $ 282.69 HOWEVER , immediately afterwards , WHICH i DID report , dryer timer stopped working properly etc....CUSTOMER SERVICE , very poor , could not comprehend or understand is***......moving fast forward , TODAY , 04.21.2023 , came home to house full of SMOKE !!!! called 911 , ottawa fire services responded.......CAUSE OF FIRE / SMOKE , DEFECTIVE PART / IMPROPER DRYER REPAIR!!! NOW HAVE A BURNT UP DRYER , SMOKE FILLED HOME ETC..... -NEVER in my life ever dealt with such nonsense.....further litigation will be forecoming ! I AM OWED A NEW DRYER AND FULL CREDIT FOR REPAIR BILLS PAID......NEEDLESS TO SAY.....Business response
28/04/2023
Mr ******** attempted to repair his dryer on his own prior to our technician. We are not sure what he did when he tried to service the dryer to cause the element to short out and blow the thermal cutoff. Our technician, who has 40 years of experience, replaced the element and cut off kit on April 12th, and there was nothing obvious at the time we serviced the dryer, it was working normally when the technician left the home. Upon hearing that there appeared to be another is***, we made several attempts to arrange to further diagnose, and even dropped by his house on April 18 after multiple attempts to confirm appointment and he was not there. We made multiple phone calls in attempts to schedule another appointment, and then Mr ******** called our office and left us a very vocal message on April 20 that was very clear to stop calling him as he deemed it harassment and that no further service was required. At this point we closed the file. We can only honour our warranty when the customer allows us to further inspect/ diagnose. As indicated by the timelines, we have only acted in good faith.Customer response
28/04/2023
Complaint: 19967463
I am rejecting this response because:
Sincerely,
***** ********this reply is completely FAKE / BOGUS AND FALSE.......RAMPANT WITH LIES.......
REPAIR WAS DONE INCORRECTLY......fact
immediately after repairs done , i notified reginol of NEW IS***S that were not there before. this WAS ACKNOWLEDGED and accepted.......i had long conversations , outlining is***s , documented and verified....
- i clearly noted that new issues ( s ) would be monitored , , and they would be updated. a follow up inspection was requested , yes , but called off , as again , AT THAT TIME , it was agreed to monitor issue of timer not shutting off......
said follow up appoitment was postponed and called off......HOWEVER , due to inknown gross incompetance on behalf of " *** " in repair , i started receiving multiple calls to " book a appointment " etc ??? why ? NO APPOINTMENT was scheduled.......i called back several times , left several messages WHICH WERE NEVER ACKNOWLEDEGED !!! to stop harrasing me ....( in regards to appointments that were never made !!!!! .................STILL TO THIS DATE , BUSINESS HAS FAILED TO CONTACT ME OR REACH OUT TO RESOLVE.....FACT !!!
*** NO ONE EVER CAME HERE " SEVERAL TIMES"***** ANOTHER FAKE LIE...... WHY IS THIS BUSINES SA DOING THIS ???? WHY ARE THEY MAKING FAKE AND BOGUS STATEMENT !!!!
WHY WON'T FOLLOW UP AND RESOLVE ????
Business response
12/05/2023
We will attempt to contact Mr ******** and arrange to go inspect unit.
******
Regional FactoryCustomer response
17/05/2023
AS OF 05.17.2023REC'D A CALL / MESSAGE ( phone display shows " reginal factory ) , HOWEVER , phone number is ************....( registered to the ****** ******* ) !!!
just calle d them , complained again that when they call , phone numbers are always faked / spoofed !!! spoke to *** several days ago on this issue , they admitted business is using some garbage VOIP dilaer system , known problem....they have admitted this , but still WILL NOT resolve and think it's a joke , just like th e las t gut i spoke to at regiional minutes ago....... TOTALLY BIZARRE
moving along :
they are apparently sending some here tomorrow , 05.18.2023 to inspect what replacement part failed / or error in installing of replacement parts that caused dryer fire................no idea what to expect or how this will proceed.......obviously
-they still seen to think that this situation is a joke , still are not taking it seriously either !!!!
thanks
Initial Complaint
31/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Régional Factory part est venu chez moi pour réparer la partie haut de mon réfrigérateur qui ne fonctionnait pas trop bien, après leur intervention le réfrigérateur devient totalement disfonctionnel. Il m'ont fait payer un montant pour l'inspection puis un autre montant pour la réparer. cependant après le départ du technicien, la partie freezer qui fonctionnait bien ne marchait plus et l'autre partie font j'ai payé pour faire réparer ne fonctionnait pas sussi. quand j'ai appelé la compagnie il m'ont dit ça va leur coûter une fortune pour la réparer et que je dois encore payer pour qu’il envoie quelqu’un pour corriger leur méfait. Pourtant c’est eux qui ont mis mon réfrigérateur hors d’usage pour cela je vous demande votre aide pour remédier à cette situation.Business response
18/11/2022
The customer contacted us for service on their ******* fridge. We went out and assessed the problem on Sept. 9th and found the unit required a new temp sensor, evap fan motor and assembly water leakage kit to be replaced. The fresh food evaporator was frosting up. This is a known issue with ******* fridges and there is a service letter that ******* has sent out.
The frosting of the evaporator is only possible if the compressor and sealed system is working. We requested the customer to turn the fridge off and defrost the fridge so we could remove the evaporator cover to access the defrost components. Went back on Sept. 30th and replaced the required parts and the unit checked ok, as the fans were running and the display was working. It can take over 20 minutes for the compressor to kick in and start cooling. Customer did contact us later that day advising the fridge wasn’t cooling. We sent the tech out the following business day at no charge and found that their compressor had seized. This possibly occurred because the unit over worked with the evaporator cover being frosted over and then the unit being off for several days. This is a different issue than the original. We advised the customer and quoted on the new repair and they refused. They wanted it done for free. We explain numerous times that this is a separate issue and this is the amount to fix this new issue. She still expects all repairs to be done at no cost. We also advised that if they had a copy of the bill of sale that was less than 10 years old the compressor itself would be covered by *******.
We do not feel we have taken advantage in any way, it is an unfortunate turn of events that was not created by us. The fridge is an electro-mechanical device and they do fail.Initial Complaint
05/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Called on July 19th to get a tech in , my fridge was not keeping cold. Tech came in Aug 8th (2 1/2 weeks later and remember I can't keep anything in the fridge as the temp is 11 degrees celcius) fridge needs a complete system repair . Ordering parts , after 2 weeks I call to see if parts are in, "Oh yes they are in, was just about to call you " the receptionist says. Books the repair for Sept 8th at 8:00 am (note a month since the initial in house inspection) . Day comes its 9:00 am no one has shown up, I call - she looks into it and will call me back. Call back the wrong part was in the box ?? *** you don't check parks when they came in 2 weeks ago?? Rebooks the job for Sept 26, on Sept 22 I get a call - the only tech that does this kind of job has been called away on a family emergency , rebooks for Oct 6 OK sure now I haven't had a fridge for 11 weeks. WHO DOES THAT !! Cancelled the job on Sept 23, asked for a call back from the manager - never happened . I was charged $141.84 for the visit by the tech to diagnose the issue. I would like that money refundedBusiness response
26/10/2022
Thank you for contacting us in regards to ***** ****, ********* ** ********.
We have reviewed this file and can agree that the service provided was not up to our standards.
This was due to circumstances beyond our control. The parts distributor sent us wrong part in a box that had the correct part information, then our only technician fully trained to complete the sealed system repair needed was called away out of town due to a family emergency. These unfortunate events delayed service and we were unable to repair in a timely fashion. We have phoned customer to process a refund for the diagnostic visit, and hope this is satisfactory, and are truly sorry for the inconvenience this has called Ms ****.Thank you
******
Regional Factory Parts & Service IncCustomer response
03/11/2022
I just wanted to report that I did receive my refund from Regional Factory Parts as requested in my complaint .
Thank you very much for your help in resolving this matter .
***** ****
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.