ComplaintsforFrank's Appliance Service, Inc

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/9/23 we had Frank's here to repair a refrigerator that is not even 3 years old. He didn't do anything but tell us he didn't see anything wrong. About a week later he came back and told us he had to order a part. Came back to replace it and it only lasted about 3 days. This time they sent a different technician we thought knew more of what he was doing. He said they would have to replace 3 other parts including a board and condenser that would be very expensive and $120.00 an hour to fix it that will take a while. Said he would get back to us with a quote the following week. By Thursday they didn't call so we called them and the technician was on vacation that was supposed to call us. Spoke to a woman in the office that was calling us back. She called and said they we having a hard time getting a hold of ******* the maker but I got through to Bosch right away. ***** said if Frank's gave us a quote that it can't be fixed along with other documents they would look to replace it since it's only almost 3 years old. The woman at Franks called and said the Manager was with someone and they would call back. We never got a call now it's the weekend again and we have been without a refrigerator since June 9th. We have already spent almost $400.00 on this and with what has to be replaced and labor we could buy a new one. We want them to replace the refrigerator since we bought it from them for $2,700.00 just about 3 years ago.

  Business response

  07/26/2023

  Customer purchased fridge on 07/13/2020.  The fridge comes with a 1yr parts and labor warranty from ******, the manufacturer.  The customer contacted us on 6/9/23 stating that they felt the fridge was not as cold as it should be.  We had a tech rush to the home on the same day.  Below are his notes.

  Found frost build up in freezer, majority on left hand side.
  Compressor running, condenser fan running, evap fans running. Everything
  working properly at this time. Customer to monitor. Informed customer that freezer door may
  not have been properly closed which would result in the frost build up. 

  The Customer then called with the same complaint.  We sent a tech out on 6/19. Below are his notes.
  
  6/19/23: Same issue as last visit manufacturer tech line recommended replacing evap fan if problem reoccurs.  Return with part.

  We returned on 06/22 with the part.  Tech notes below.

  
  06/22/23 Replaced fresh food fan in freezer. Tested. All working properly

  The customer then called again with the same complaint.  We had a tech out on 6/30.  His notes are below.
  
  6-30: Found units Fresh Food evaporator located on left side of Freezer section not defrosting.  Contacted ****** Tech line to further test unit.  The Tech line advised us to replace the Defrost Heater, Defrost Thermostat, and Main PCB control board.  Customer does not want to pay for parts or further labor.  I explained the unit is out of warranty but I would contact the store manager and ask him to reach out to the ****** Rep to see what can be done.
  

  At that point the Store Manager reached out to ****** rep who stated he would see what he could do but as the unit was already almost 2yrs out of warranty he did not have high hopes for assistance.

  Customer contacted us again on 7/7/23 to ask what the status was of their fridge.  On that day the store manager left a message after speaking to the ***** rep stating ***** would contact the customer.  We then did not hear back from the customer until we contacted them after being notified by the BBB that they had left a complaint.

  The manager reached out to them and found that ***** was unwilling to assist.  He then explained that we cannot force ***** to assist.  That ***** is under no financial or legal responsibility to do anything to help as the unit is out of warranty. After explaining to the customer that we do sympathize with the fact that the fridge did not last as long as expected the store manager, as a show of good faith, offered to let the customer pick out any fridge and sell it to the customer at cost as well as charge nothing for delivery, installation or removal of the old model.  The customer declined this offer and purchased a fridge elsewhere.
  

  Customer response

  08/01/2023

  The Manager at Franks appliance stated that when we called them June 9th they sent someone right out that did not happen. They did not call or email us anything about talking to *****. I called ***** to see what they would do and they said if Franks would send a letter stating it could not be fixed they would see what they could do. I even have email to prove that. They said we called to see what was happening and was told the manager was with a customer and would call back. We never received a call on that Friday, Saturday, or Monday so I contacted BBB. They never responded to the report until the last day that they had to respond. Why would we spend all that money on a new refrigerator if we could buy a new one for that price and labor. 
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