ComplaintsforM&M Factory Service

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Electrolux/ Frigidaire sent out repair guy 3 times to fix our refrigerator and now I'm getting the runaround because the guy this last time didn't wait to see if the refrigerator was going to work. So now they are saying without another visit here they can't say our refrigerator is non fixable.

  Business response

  05/30/2024

  We do apologize you have not had a positive experience however we do have to follow the policy and guidelines of your warranty company and they are requiring an additional visit. Our technician cannot stay at the home for ***** hours to ensure unit will be functioning properly and your warranty is aware of this. I show we have you scheduled for your next appointment and your warranty will be contacted while in the home

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started by my **************** submitting a claim with them to do work of coming out to look at my refrigerator on 5/12/2023, they canceled that trip without calling **, only email notification. Then they reschedule for 5/16/2023, canceled the night before by email without a call notice, then I looked today they again canceled coming out again. They never answer their phones even from the Home ****************, my refrigerator is not in working order, it is leaking all over my floors, we are unable to have any form of food in the Fridge/Freezer, and this is just unacceptable service that is needing to be rectified ASAP.

  Business response

  05/25/2023

  Hello!
  

  The only phone number your warranty company provided us to contact you on was ************. We tried to reach this number on 5/10/23 when we received your work order and had to leave a message. We tried again on 5/11/23 and the male on the other line advised we had the wrong number. We tried again on 5/12/23 and had to leave a message again. No email or additional phone number was provided to ** and when we contacted ***** for a better number they advised they did not have one so they canceled the work order. We cannot confirm any information without a valid way to contact you to speak with you and schedule you. Please reach out to ***** to update your information and get a new work order

  Thanks

  Kayla

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to request reimbursement for the food we lost when our ** refrigerator went out on two separate occasions now after M&M Factory Service's repair man failed to properly repair it. On 2/20/23 the compressor was replaced and the unit appeared to be working so we began to use it as normal. On 3/9/23 it quit working and we discovered a fridge full of spoiled food! When the repair man came he explained the ******** valve got damaged from the heat when he soldered the new compressor on. He replaced it and the unit appeared to be working so we began to use it as normal. On 4/8/23 it quit working and we discovered a fridge full of spoiled food again! On 4/20/23, a different repair man was at our home, he explained that the other repair man did not properly soldered the joints when he installed the new compressor. Both occasions were the direct result of faulty repairs preformed by M&M Factory Service's repair man and were in no way caused by our normal us of the unit. Food is expensive, especially in todays economy. It is an unfair finical burden to me and my family that has been the direct cause of M&M Factory Service's faulty repair work. I am requesting $200 for each time the refrigerator went out for a total of $400. I am using that amount because ** sent us a check for $200 the first time the unit went out. In reality it should probably be higher. We have also wasted a lot of time coordinating with M&M Factory Service in order to set appointments and make sure some one is home in order for them to attempt to preform repairs.

  Business response

  04/23/2023

  Hello!

  You will need to contact ** as that is who your warranty is through. We did everything to the best of our ability to fix your appliance. If you are requesting reimbursement you will again need to contact ** as we are just a third party servicer who assists in servicing their appliances

  Thanks
  *****
  

  Customer response

  04/25/2023

   
  I am rejecting this response because:

  Let me be clear, your company has fixed our fridge 3 times now and shortly after it has quit working again.  We have lost a fridge full of food twice now because *********** man said its fixed and we began to use it like normal, only to have it go out again.  The third, most recent time now, we did not put food in it because we learned the first two times.  You can not claim no responsibility and say you are just a third party, you are still one of the parties.  You are THE party responsible for repairs!  If you can not do your job, you should not be in business!  You have cost me a lot of money in lost food which has been 100% the direct result of your actions.  How is it right to say, yep its fixed and then when it quits you say well we are just a third party, but well come fix it again.  On top of that, you have wasted so much of our time.  You have been out to our house something like 10 times now and cant get it right!  You should own up to your mistakes, do what is right and compensate us for our loss that was a result of your actions.  BBB, please be aware that this company can not do what they claim and others should be warned to avoid them!   
  
  

  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 repair guys came out on 2 different occasions. Same service call. First ordered the parts for repair and forgot the bin. Second came out and put on the parts and again said he would order the bin so we could try out the ice maker. Both said they would order the broken bin because it froze and destroyed the bin and filter and everything underneath. Neither ordered it. I called to check on the order and was told my warranty company would have to do another service call to replace the bin. They are milking these companies for as much money as they can for repairs they know will not be fixed.

  Business response

  02/28/2023

  We ordered the parts on your call when we was out on 1/12/23 and there was no ice bin requested at that time. When we attempted to run your call to install parts on 2/2/23 you were not home and we closed the call to your warranty company billing for the 2 parts in your possession. We scheduled a call to come out and install both of the parts ordered on 1/12/23 and the technician did request to send the ice bin however there was no open call to bill the ice bin to your warranty company. We can not open the call to the warranty company as it is your contract. We only need this call to bill the ice bin to the warranty company without it we can not be paid for a part you will receive to fix your unit. If you would have been home when we attempted your call on 2/2/23 we would not be needing another call open. We can not bill another call to your warranty company as we have time lines to bill in but we do need to get reimbursed for the ice bin we will be paying for and you will be receiving. Sorry for the inconvenience but this is what needs to happen.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased GE fridge 16 months ago. Just out of warranty GE told me to call M&M for a repair. After waiting several days they came out and said I have a defrost motor or fresh food fan out. (Best I recall that was his words) He ordered the replacement while here and scheduled a return visit to install. A few days later they called to reschedule becsuse the part was back ordered. That was a lie the part showed up that afternoon. After that it was two weeks until the technician can come back so we waited. Finally he shows up on the 24th and installs the part. The tempt inside the fridge was 44 and the setting was 37. Four hours after the installation and the temp is 49 and climbing. Called M&M and they tell me the guy can't come back for two weeks. Totally unacceptable after the guy apparently misdiagnosed the problem. Terrible customer service no matter how polite they are on the phone. I want this fixed ASAP. Already paid over 300 for this repair.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/25) */ The customer was advised to allow 24 hours for the unit to recognize the new part and adjust. The customer hung up and did not allow time for us to get the unit rescheduled to be looked at. Due to COVID our schedules are packed but we did advise that we would place him on a cancelation list and he hung up on our staff so we were unable to take care of anything. Consumer Response /* (3000, 7, 2021/08/26) */ They never told me nor my wife to wait 24 hours to give the system time to acclimate. The BBB received response was the first I heard that one. Instead what the man said was "if you can't wait 2 weeks to get our service guy to come back out, find someone else to do your repair". That's when I said unacceptable and hung up the phone. I have no time for attitudes like that when they are not standing behind their work. I waited 2 weeks for the initial visit, then they lied about the part being backordered and I had to wait two more weeks for the guy to come install on the 24th, and they expect me to wait 2 more weeks to fix a problem they created??? Not in this life time. Someone is not being truthful. I've found another company to repair the fridge and it is now in good working order. These people are liar's based on my experience. They will never get another dime from me or a good word if the opportunity presents itself. I'm fine with closing this case out. I'm out $300 bucks for a lesson learned I guess. Not sure what that lesson was though. Thank you ***** ** ******

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