Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being referred by **** Broadway Appliance in **********, ** where we originally purchased our refrigerator, I contacted Yes We Can Repair to have our refrigerator repaired. Via phone I described my problem to *****, the company owner, she explained to me that ** is notorious for selling refrigerators with faulty compressors and I would need to contact ** direct and have them send a new compressor, which was still under warranty, directly to them and they would come out to do the repair. On July 13,2022 a technician arrived and did the compressor replacement install charging us $559.18 this included a service charge for coming out to make a diagnosis, which never occurred, and the repair fee for replacing the compressor. Being present for the service repair, at no time was a diagnosis done or any other part of the refrigerator evaluated for a problem. I asked the technician about this, and he told me it was definitely the compressor and this is a very common for ** refrigerators. The compressor unit was installed in about an hours time and payment was made. After waiting for 24 hours to add food, as recommended by **************, we realized inside of the refrigerator did not seem to be getting up to correct temperature and called back Yes We Can to report issue. Several days later a different technician arrived and said our unit needed Freon and once installed the unit would reach correct temperature. The cold air did return but the unit still didnt seem to be as cold as it should be at 35 degrees. Another call was made, and he first technician showed back up and told us the refrigerator was up to temperature and working as it should be. After returning our food to the refrigerator and trying to lower temperature to 33 degrees it still did not seem to be keeping the food cold and the side walls of the box were lukewarm. After much frustration we called again and they refused to come back or issue a refund. Had to call ** direct to fix.

  

  Business response

  10/20/2022

  The services performed and warranty terms were thoroughly explained and agreed upon by ******************. On 7/13/22 the diagnosis confirmed fridge was not cooling in fresh food section as well as freezer section. Therfore work was completed and the  fridge was begining the cooling process. Customer was advied it takes 24 hour for the fridge to get back to normal running temps. We did return for 2 other visits, at no charge, as described on the invoice I have attatched. The next contact with ****************** was on 9/23/22 stating the fridge still was not cold enough. We advised for another service call there would be $165 charge, ****************** did not want to make an appointment therefore our recommendation at that point was to call ** for factory service.

  Customer response

  10/27/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  On 7/13 when Yes you can came to our house, the service they preformed did not diagnosis or fix our problem correctly. They also failed to do so after returning several times at our insistence that our refrigerator never returned to the correct temperature. The refrigerator was not diagnosed or fixed correctly from the start.

  If you review the service receipt that ** preformed to fixed the refrigerator the technician confirmed that Yes you can did not even change originally filter dryer on the compressor:

   Unit fresh food section was not reach in temp.Found Evap did not have a full frost pattern. Also, the original filter dryer was left on unit. Took everything apart. And did a seal repair compressor filter dryer condenser and evaporator replace:

  We would never agree to service terms and pay over $500 for a service that would not rectify our problem?

  Then have to pay an additional $375.00 to have the refrigerator actually fixed?

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  11/01/2022

  Tell us why here..

  We stand by our original statement of the work performed.

  The services performed and warranty terms were thoroughly explained and agreed upon by ******************. On 7/13/22 the diagnosis confirmed fridge was not cooling in fresh food section as well as freezer section. Therfore work was completed and the  fridge was begining the cooling process. Customer was advied it takes 24 hour for the fridge to get back to normal running temps. We did return for 2 other visits, at no charge, as described on the invoice I have attatched. The next contact with ****************** was on 9/23/22 stating the fridge still was not cold enough. We advised for another service call there would be $165 charge, ****************** did not want to make an appointment therefore our recommendation at that point was to call ** for factory service.

  Customer response

  11/06/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On the attached invoice it says the filter drier was replaced. On the invoice from ** part of the reason the refrigerator was still not cooling to correct temperature was the filter drier was not replaced and they had to do this to correctly fix the refrigerator.

  We paid $559 dollars to have our refrigerator fixed and it was not fixed and never diagnosed correctly. We had to pay AGAIN ** to come and fix the problem correctly.

  Yes We Can is not making any good faith effort to resolve this issue.

  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩