ComplaintsforAppliance Care Service Company

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my refrigerator repaired on May 10th in which they replaced the compressor and since my refrigerator has been working intermittently. The freezer never got below 20 degrees and the refrigerator maintained 40 degrees. I attempted to adjust the settings to see if I could get it colder and it continually got worse. Refrigerator was at 50 degrees and above and the freezer was between 20 and 30 degrees, not keeping my food frozen at all. So when the service guy came out, they informed me that when the compressor was installed they didn't connect the hose properly which caused the freon to leak out. When I called to see what they were going to do for me the gentleman on the phone who called himself the service manager got very upset with me, so I got loud. He said it would probably be at least another 2 weeks before they could send someone out to replace the freon and repair the connection and in the mean time I have to keep my food in coolers and buy ice to maintain the proper temperature. They have no desire to help me with any of my expenses that they caused nor are they able or willing to have it repaired sooner. He was very unprofessional in responding to an upset customer and I didn't appreciate that he hung up on me.

  Business response

  07/28/2022

  We serviced the customers unit on May 10th as she stated. We found a faulty compressor and recommended she replace the refrigerator due to the cost of this repair. She insisted on going forward with the repair. This repair cost $500 and we offer a 30 day labor warranty on all repairs. The customer did not call back until over 2 months later to schedule service for the unit not cooling properly. We had heard nothing about any cooling issues prior to this call. We got her set right up with an appointment, which was this past Tuesday July 26th. When the technician was at the home he found a leak in the sealed system, which can happen on recently repaired sealed systems. With our sealed system technician being on vacation and not being able to repair her unit in a timely manner, we immediately fully refunded her $500 and recommended again that she look into a new unit. Even with the customer being over the warranty period, again she was fully refunded for the sealed system repair and we feel this is fair.  
  

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