ComplaintsforDLC Whole Home Solutions LLC

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our ** fridge stopped cooling.We contacted ** they referred us to this DLC SOLUTIONS.They came to our house and told us it was the compressor. They told us in order for ** to cover the cost of the compressor. We HAVE to spend extra money to update additional parts. We paid for the additional parts they came and installed them. The fridge was still not cooling. I called ** and talk to them about covering the compressor and they said that they covered the full cost of the compressor and they do NOT require additional parts to be purchased in order for it to be covered. The company lied to us to make us spend more. They came another time and tried to fix it and did not know how so they came back another time and tried to fix it and it still wasnt working. We were told that they had a 60 day warranty. I was told that if they end up not being able to repair it I would be refunded. I tried to contact them and saw their businesses temporarily closed. I need my refund to pay for a new fridge. I attached my log with dates and what happened. I also attached my invoice.

  Business response

  04/26/2024

  Hello,

  
  Thank you for reaching out and sharing your concerns. I deeply regret the frustration you've experienced, and it's important to me that I address your complaint thoroughly.
  

  First, I'd like to clarify the technical process involved in addressing the issues with your ** fridge, as I believe there has been some misunderstanding. Our technicians follow **'s technical guidelines rigorously, which recommend replacing the dryer filter whenever the sealed system is opened, to ensure the integrity and functionality of the appliance.
  

  During my initial evaluation, I detected a restriction in the condenser, a problem that, unfortunately, is not uncommon with ** units. On a subsequent visit, we discovered a leak in the evaporatoranother frequent issue with these models. It was only during a detailed inspection on the third visit that I identified a very minor, or "micro," leak in the ***** loop. Given its rarity and complexity, this was challenging to diagnose and repair, which is why I dedicated approximately 3 hours to meticulously locating this leak.
  

  In terms of costs, I strived to keep them reasonable for you. The total time spent across four visits amounted to 10 hours, for which I charged $300 in labora fraction of what you might expect to pay elsewhere for such extensive service. Initially, I committed to charging only for the parts actually used, and labor, to keep your costs as low as possible.
  

  Regrettably, maintaining such reasonable and low prices ultimately contributed to the closure of my business. I understand and share your frustration, and it was never my intention for this situation to unfold as it did. My primary goal was to offer you the best possible service at a fair price.
  

  Sincerely,

  DLC Whole Home Solutions

  Customer response

  04/29/2024

  We were not told that the ** guidelines RECOMMENDED replacing the **** filter, we were told that in order for ** to cover the compressor that it was REQUIRED for us to replace the **** filter. When I spoke with ** they said that they do not require additional parts in order for them cover the cost of the compressor.

  During the last evaluation we discussed that if the fridge continues to no longer cool then it MIGHT be the ***** loop.

  Once we noticed the fridge wasnt staying cool again I tried to contact you, and thats when I saw the business was closed.
  I contacted ** to try to file a claim for the defective ***** loop, they are not able to reimburse me for the manufacturing errors. They also mentioned that they haven't received any information from DLC regarding any work done on the fridge. 
  I would like to be refunded for all the labor charges. 

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