ComplaintsforRadco Refrigeration and Appliances, Inc.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 08/31/2023 Paid $154.45 Should have provided a Detailed Written Estimate, provided nothing for $154.45 Claims to support ******************** is Not)Needs to explain exactly what the price is, how much the parts are, which parts are needed, Labor charge to repair, bottom line price to repair refrigerator LESS Service Charge

  

  Business response

  09/26/2023

  Mr.& ***************** called on 8/24 to schedule an appointment to diagnose their refrigerator not dispensing ice or water. When scheduling all service calls,the diagnostic fee is explained to the customer. There is a fee to diagnose the issue and that is waived if the customer chooses to have the machine repaired.If they choose not to go forward with the repairs, they are responsible for the diagnostic fee only. On 8/31, the technicians arrived at the customer's home and their invoice was signed stating they authorized the trip charge/diagnostic fee. The technicians found the refrigerator needed the ice door assembly replaced. The customer was quoted $645 with a three-year warranty or $452.60 with a one-year warranty. The customer chose not to have the refrigerator repaired and was only charged a diagnostic fee.
  
  Our repair prices, and the majority of all other reputable appliance companies. are guided by MASPG ************************ National Price Guide). We quote flat-rate prices, based on the specific repair required. Not parts and labor. Flat rate pricing has become the preferred method for setting service rates in many repair industries using standardized guides as the basis for establishing pricing for repairs. Customers are more comfortable knowing the repair price comes from a standardized national industry guide and have the peace of mind of knowing the complete repair cost before the repair is started. In fact, in some states, it is required.
  
  Due to our method of quoting for repairs, there is no breakdown of parts and labor as **************** is requesting. The final quote, which was written on his copy of the invoice states the ice door assembly needs replacement. $645 with a three-year part warranty or $452.60 with a one-year part warranty. The diagnostic fee does not get deducted from that price. That fee is waived, not deducted, if the customer chooses to have the repairs performed. They chose not to repair the refrigerator at the time of service and only paid the diagnostic fee. 

  Customer response

  09/27/2023

   
  Complaint: 20615022
  
  I am rejecting this response because:  This is not believable that they cannot provide an estimate of repairs when the customer requests one and will only say what the repair will costs but not what parts will be used and what the parts will cost as well as labor to install them.  I do not see how this is fair to the Elderly & Veterans as their Ad states they are or reputable.  Is it good business to make people sign a form saying they will pay $150.00 trip fee and then come back after looking at the repair and telling the customer it is going to cost them an exorbitant fee to make the repair or you need to pay the $150.00 fee.  I would like to see a copy of the repair schedule they are stating from that an Ice Door Assembly costs over $600.00 to repair.  This is a good deal for them as some Elderly customers will go ahead with the repair just not to lose the $150.00 trip fee.  All that can be said is if you are dealing with this company read their reviews and you will see the complaints about the amount of money they are charging people to make repairs.   I am still requesting a simple estimate of repair for the Ice Door Assembly listing the Parts Needed, the Price of the Parts, and Labor to fix it.  I believe a consumer who paid $150.00 trip fee I am *********** that much or a copy of this industry price guide for the ice door assembly showing what parts are needed and the cost of the repair.

  
  
  Sincerely,
  
  *************************

  

  Business response

  10/19/2023

  The parts needed for the repair is the 'ice door assembly' which comes with multiple parts, as it is an assembly. As stated previously, our prices are guided by a national flat rate per repair and not broken down by parts and labor. The diagnostic fee is explained at the time of setting up service. The customer was aware of the diagnostic fee had they chose not to repair the machine and still set up a service call. They were quoted a diagnostic fee up front, quoted for the repair after the diagnosis, chose not to have the repairs completed and only paid the diagnostic fee. We're sorry that the customer is unsatisfied with with price of the repair and the manor in which repairs are quoted. However, flat rate pricing is the standard of the service industry and has benefited our customers for many years.  

  Customer response

  10/19/2023

   
  Complaint: 20615022
  
  I am rejecting this response because:  ************ Radco sent out representatives that had no other purpose except to try and squeeze as much money as possible from an elderly couple.  By that I mean no one expected that they would get us to agree to the trip charge and then come back with a price of over $600.00 to repair a door ice and water dispenser.   Shows how well they treat Veterans and Elderly as their add states.  As to the estimate, yes we paid the $150.00 trip charge and all we asked in return was the 3 part numbers that Tech wrote down on the bottom of the paper he had instead of telling us that it is called the Ice Door Assembly.  Ok then once again what parts that Tech wrote down are involved and is it that much of ordeal to provide us with those 3 part numbers, or does Radco want to be paid for that also.  We think $150.00 is enough to get the 3 part numbers that were written down.  This goes to show you just how much of unethical company this is and why the Elderly and Veterans should steer far clear of them or they might suffer the same treatment we have.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A yearly air conditioning checkup cost almost 600 dollars. The representative said there was a leak and needed a handler located in the attic. I was at work and my husband is 79 and disabled and alone with *******. He told my husband that the water could cause damages. Fearful, my husband agreed to the price. The repair took less than half hour. No photo or description s were shared with my husband. When I returned home from work, I called the company. I was told that their expenses have risen a lot which means so would ours! He shared that their liability insurance went from 100 thousand yearly to 170. No clarification for the exact reason for 600 dollar bill was offered! I have since called the company directly and asked them to come back and show me exactly what was done for almost 600 bill! Im still waiting! I do feel as though company took advantage of an elderly couple living in **** lakes, an upscale community. I need for them to clarify the bill asap. Thankyou

  

  Business response

  09/13/2023

  Please see the attached response also.

  Mr. & ******************* are preventative maintenance contractor holders. This means our company comes out twice a year, for the duration of the contract, to perform preventative maintenance on the air conditioning equipment. During the scheduled service, we perform a tune-up on the equipment and check for any concerns. While in the attic, the technicians found the supply plenum not properly secured leading to water leaking on the ceiling and air leaking into the attic. The excess condensation from the air leak was causing the drain line to become clogged. The issue was brought to the attention of Mr. *******, and he was given notice that without completing the repair in a timely manner, extensive water damage would occur. The original price of the repair was $704.22 minus their 15% discount for being contract holders resulting in a final bill of $612.37. Mr. ******* was quoted for the repairs and chose to go forward with the service. After the repairs were complete, the unit was no longer leaking air or water and draining properly. The customer was satisfied with the service, signed the invoice stating as such, and paid his bill. Although the amount of time it took for the repair to be completed has no bearing on the price, per our company vehicle GPS the technicians were at the home for 36 minutes. Not ten, or fifteen as the customer is alleging. Our pricing is based on a national average flat rate for repairs and whether the service took ten minutes or four hours, the price would not change. Our technicians pride themselves on having the experience and proficiency to complete a quality job in a timely manner. ****************** was of complete *******************. He was able to communicate with technicians intelligently and make rational decisions for himself and his home. Being that our customer base is largely elderly, our technicians, as well as office staff and owners, ensure that if a customer even marginally seems they do not understand, needs further clarification, or should not be making financial decisions, we do not go forward with a repair before getting in contact with a family member or caretaker. Furthermore, if **************************** had any doubts that her husband was unable to care for or make decisions for himself or the home it would not make sense for her to leave him alone to handle a service call to their home. In ************************** had the wherewithal to call our office to speak with management 11 days later expressing that his wife was unhappy with the price of the bill. ************************ did in fact call later that day and requested the technicians return to the home and show her what work was done in the attic as she felt the cost was not jutified. It was explained to her that the time to make such a request is when the technicians are still there, not 11 days later. If she would like to have someone come back out for a special trip, there would be a service charge. Unfortunately, we cannot send someone out for free as we have a business to run which involves expenses. Gas is not free, insurance is not free, and the technicians' time is not free. However, if their equipment was not working, we would certainly come out at no charge as we stand behind our service and repairs. This was not the case. Their unit is working properly, and she wanted to be taken into the attic and shown what work was done. We kindly explained exactly what was done and where to look if she chose to go into the attic herself. Although she insists a technician accompany her, it is not necessary, and a special trip will not be made for free. On their next scheduled maintenance, the technician will be happy to show them the work that was performed on the service in question. 

   

  Customer response

  09/13/2023

   
  Complaint: 20516639
  
  I am rejecting this response because:The owner,***, is Not being forthright about the communications that occured. Firstly, the clarity of what was allegedly fixed was NOT put on the paid bill or explained to my husband in detail. And, Mr. ******** insists that they were only in the attic ***** minutes to fix the alleged problem. (a total of 36 minutes for the ***** visit) The owner claims that he told me, where to look in the attic and was appropriate with his communication....Not at all. He was rude and yelled and very innappropriate and unwilling to budge about coming back to show me visually WHERE the problem was! (unless I paid 200 more dollars) He NEVER offered to show me where it was, either verbally or in anyway! Also, our contract is for three years to come out 1x yearly. And, if *** feels as though I waited 11 days to respond to this concern, he is incorrect. I phoned immediately  and left at least 2 messages  with a receptionist to return my calls with much concern. Again I stress that I feel taken advantage of as an elderly citizen. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/15/2023

  Please see the attached response and copy of preventative maintenance agreement. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repairman said couldnt find a problem with air conditioner, came to the conclusion that the fan needed to be replaced. Still didnt work, charged me $1579.00. Then they took extra money out of my account after I paid them off. Took two weeks to get my money back. Air conditioner still did not work correctly, I called and they never did come back out. Then I called a new business, they found the only thing wrong with the unit was dog hair 2 inches thick on vent in unit. Nothing was wrong with the fan he replaced. Cost me under $200.00 for cleaning air vent. Looked up fan and found out the price of the fan. I have the terrible messages they left and the bank statement when they tried to steal money from me, but they got me anyway by charging me $1010.00 over what it would of been for a new fan. Understand the fan that was in the unit was working, took advantage of a elderly women that had to pay two payments just to pay the bill. I just saved enough money to bring this business to court. I ask them to refund my money or at least talk to me they would not reply to my texts and emails. When calling they would put me on hold then hang up on me.

  

  Business response

  05/08/2023

  We do apologize for the late response through the BBB. After previously responding to Mrs. ***** numerous erratic and unintelligible emails,12 am text messages, and middle-of-the-night phone calls, we believed to have sorted out all matters with this customer. Frankly, none of the numbers stated in her complaint are relevant to her service with Radco. During each interaction with her, she gives random numbers of what was charged, what she thinks her refund should be, etc. On July 29th, Mrs. **** requested service on her air conditioner which was not cooling at the time. The ECM   X-13 motor module was shorted out upon diagnosis and needed replacement. The technician advised the addition of a surge protector to prevent a reoccurring issue. The job total was $1597.50. Mrs. **** requested to make payments for the repair. She explained that she was a teacher and was not able to pay all at once. As a company, we do not take payments or put customers on payment plans. However, we do try to help our customers as much as possible and agreed to let Mrs. **** make two payments. The first payment of $900 on the day of service and the remaining balance of $697.50 on 8/22/22 as stated in her contract. The technician completed the repair, and the unit was working properly. She did not contact our office or any personnel stating she was having any other issues with her system, and she CERTAINLY knows how to get in touch with **. The card on file was processed for the balance of the job by the office manager on its due date. At this point, her invoice was paid in full. Mrs. **** later called the office to pay the balance of her repair. It was unknown to the secretary that the balance had already been processed. She ran the card for $697.50 per the customers request. However, the available amount was only $469.98. On 8/24/22 the overcharge was brought to our attention and the manager apologized to Mrs. **** numerous times. She explained that we normally do not do any billing, or payment plans, and the mistake was on our end. At 9:28 am, immediately after speaking to the customer, the refund amount of $469.98 was processed. At that time, Mrs. **** was satisfied with the refund. However, when the money did not immediately appear in her account, she became angry and belligerent.Unfortunately, we cannot control how long the bank takes to process transactions on their end. Understanding her frustration, we offered to pay any overdraft fees she might have incurred. She refused to provide any documentation of such an overdraft while giving amounts ranging from $250 up to $1000. Overall,we understand the customers frustration and take responsibility for the billing error on our end. This complaint is the first weve heard of the unit not working properly and needing a different company to come out. Our work is guaranteed and if she was truly having an issue, its likely she would have mentioned so when she called to pay the balance of her bill. We were, and still are willing to reimburse the overdraft fees with proper documentation. 

  Customer response

  05/09/2023

   
  Complaint: 19398481
  
  I am reject*** this response because:
  I can't believe the lies they are tell***.  I never called in the middle if the night.  I never was rude, not dud I call over and over again.  I paid the remainder of the bill early and they still took more money from the credit card.  I'm sorry they are ly*** to you.  The motor was not burned out, it was his recommendation to add free of charge the surge protector, I didn't even know about hav*** one.  I don't know how to make you understand that they are ly*** to you, and the person writ*** these th***s is the one that answered the phone at supper time and said she would take care of it.  She was always rude to me but I didn't let that bother me, I was still respectful to her, they knee I was call ok *** and purposely not answer.  I'm proud of myself for stick*** up for other elderly adults and myself.  They are ly*** and don't even have the story straight.  I have the bill on everyth*** he said and wrote.  The serviceman told me he was part owner and could make his own decisions, honest.
  **************************************************-link

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  these guys sent a tech out to our property. didn't warn of service fee for coming out $249.95 no credit offers towards repair. repair quote so high need to get 2nd opinion. tech made my elderly Mother sign service agreement after he completed eval. feels rapey

  

  Business response

  12/29/2022

  This customer called on Friday afternoon at 5:45 PM and was scheduled for Saturday, holiday weekend emergency service. We charge a diagnostic fee for every customer and every service call. After 30 plus years in business, we certainly are not going to waste the time of our technicians or our customers by sending someone out without quoting a service charge. Our policy has never changed; there is a diagnostic fee to come out, and if the customer chooses to have the repairs made, that fee is waived and only the price of the repair is due. The technician went to the customers home, diagnosed the machine, and gave an estimate of repair. The customer was unhappy with the price quoted and only paid the diagnostic fee. His mother was not made to sign a service agreement; she signed an invoice stating she declined repairs and paid the diagnostic fee.  In no manner was the customer coerced into a repair or service agreement; as again, she only paid the diagnostic fee. This is the practice of a good and honest company.Unfortunately, ******************** doesnt believe the technician who came out on a holiday weekend, at his request, doesnt deserve to be paid for his time. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  reps arrived took many photos of problems with hvac ductwork and offered ways to fix it. I am a visitor not the homeowner when they were done i said now i am excited to see the after photos to which one rep replied there are none climb your ass up the ladder and see for your self bowed up on me then challenged me to call 911 over being threatening police no help relation with radco, they had printed on the invoice customer very satisfied with the work printed joan a. who is the home owner the only place she actually signed the invoice was authorizing the trip charge no where authorizing any work to be done. radco hangs up on the phone and refuses to address the issue. the homewoner my 88 year old mother was intimidated into paying for a bill for work she never authorized to begin with.

  

  Business response

  04/11/2022

  Business Response /* (1000, 6, 2022/03/18) */ As professionals and an upstanding company, our customary response tactic keeps emotions uninvolved and does not provide information where the customer may feel personally attacked. However, with this case, the truth of the situation is all within the atrocious antics of Mr. ********* and his (now known) use of complaints to get out of paying for services; regardless of a complete and proper job. Mr. ********* resides in the home with his mother **** ********* and both of them took an active role in meeting with the techs, listening to their assessment of their ducting issues, and agreeing to have the work performed. We were called to the customers' home for service as she stated there was no airflow to her back bedrooms. The technicians assessed the job and found many air leaks and restrictions in the ductwork to be causing the issues. As they were in the attic, they took pictures of where the ducting was hanging off, torn, and in poor condition as a courtesy to show the customer where their issues were coming from. After the assessment, both Mrs. ********* and her son were presented with options of repair and or replacement of the ductwork. The customers decided to go with repairs rather than replacements and agreed to have the work completed the same day. A deposit was paid by Mrs. ********* as the technicians would need to return later in the afternoon to perform the work. At 5:00 pm the technicians arrived back at the home to start the agreed-upon repairs. The men finished after 7 pm and more than two hours of being in the hot Florida attic. They had taken some photos to show the customer the outcome. At that point, Mr. ********* expressed they did not take enough photos of the finished work and ordered the technicians to go back into the attic to take more photos. The technician explained that the photos had been taken as a courtesy and they would not be going back into the attic. However, if Mr. ********* wanted to get additional photos, he was more than welcome to go into the attic and do so in his own home. It was at this time Mr. ********* became belligerent, threatening the men that if they did not go back up and take more photos, he would be calling 911. The men told him that if he felt the need to involve the police, so be it. He ultimately did call 911. Our job was complete, done exceptionally well, airflow was restored to their back bedrooms and the house was cooling perfectly. It was time to collect the job balance, and Mr. ********* only wanted to pay with his American Express card. We do not take American Express. Mrs. ********* paid the balance of the job with her visa credit card. All while trying to collect payment, Mr. ********* harassed the technicians verbally and was the one who was attempting to incite a physical altercation. Mrs. *********, who is of sound mind and entirely capable of making personal decisions, repeatedly apologized for her son's outrageous behavior and even explained "he has been taking too much of his medication and acts out in this manner often." The techs thanked Mrs. ********* for her kindness and left the home. The next morning, Mr. ********* called the office to let us know that he will be disputing the credit card charges for the work performed and he "has never lost a dispute yet". He warned us that he had plenty of experience with disputing charges and to be ready. Sadly, this seems to be a tactic of Mr. ********* to take advantage of companies and get out of paying for services rendered. At this point, it is clear why he was so adamant about paying the balance of the bill with his personal American Express card. He also told the office staff that the police had to physically separate our technicians from him. The police never came to the customers' home, at least while our technicians were there, and have yet to contact our company in regards to this situation. He has also left a negative review on our Google business page. Available for anyone to see, is his Google profile with a list of all other reviews he has made. It is obvious from the outlandish reviews he has left for many other companies that he is a person who uses threats to get reduced prices and refunds. Now as it is becoming apparent to Mr. ********* that he will not be getting money back by threats, lies, and manipulation, he is claiming we took advantage of his elderly mother. We are an honest and upstanding company within our community. There is a large elderly population within our area. Our policy is to always consult a family member, neighbor, or close friend if the customer seems unable to make sound and rational decisions for themselves. Mrs. ********* is an entirely able-minded individual AND her son was present during both visits to the home. If he believed we were attempting to take advantage of his mother in any way, why would he not have declined the repairs and called another company instead? In regards to a resolution, an apology FROM Mr. ********* would be more fitting. There will be no refund as the repairs we were contracted for was completed and done properly. The unit is cooling as it should and the airflow has been restored to the back rooms that were having issues. Mrs. ********* was extremely happy with our work and made sure to express her satisfaction and apologize for the behavior of her son. Mr. ********* is the customer that all companies should be made aware of. Consumer Response /* (3000, 8, 2022/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) YOU SEE INVOICE ALL THEY HAD HER SIGN WAS TRIP CHARGE THIER MISTAKE NOT HERS ONE REP HAD REAL NICE AFTER PIC THE OTHER ONES DID NOT TAKE ANY TOLD KEITH TO GO UP HIMSELF, THEY WERE WROKING ON SEPERATE AREAS OF THE HOUSE SO BOTH NEEDED TO TAKE PIC NOT JUST ONE KEITIH THE WORKER WAS GREAT ALL THE PROBLEM WOTH WITH THE OTHER GUYS BOWING UP ON ME THREATENEING ME REFUSING AM AMEX CARD AND THE SAME INVOICE SAYS AMEN AT THE BOTTON AS ACCEPTABLE BUT PLIAN AND SIMPLE THE HOMEOWNER NEVER SIGHED FOR ANYWOTRK PERIOD AND BROUGHT HER SO TEARS SO SHE JUST PAID THESE PEOPLE FOR A JOB SHE NEVER AUTHORIZE PLAINLY SEE ON THE INVOICE AND A HAND PRINTED COMPLLIMENT OF THE WORK WRITTEN BY ONE OF THE WORKERS WHAT A JOKE THE CREDIT CARD WILL DISPUTE SEE NO AUTH BY OWWNER ON IVOICE AND CHARGE RADCO BACK FOR THE MONEY

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