Dynamic Appliance Repair

Review: In 2012, the ice make on my Refridgerator was freezing, but would unfreeze when I applied the trouble shooting instructions, until it eventually stopped working at which time my friend recommended Dynamic Appliance. The technician came in December 2012 and I had to replace the ice maker at a cost of almost $400. He gave me a receipt that said I had a one year warranty. In August 2012, the ice make started exhibiting the me problems as before the technician came so I called them. He came on or about August **, did trouble shooting--- pouring hot water to unfreeze--- and charged me $40. On August **, the ice maker froze once more and I called again. After some argument and getting the phone hung up on me by the office manager, the technician returned on September *, only to tell me, without any evidence, that we are leaving the freezer door open causing the ice make to freeze. Wen I disputed that, and told him that the symptoms are exactly the same as experienced before he first came in 2012, he told me to get another technician and when they tell me that the motor is damaged, he will return to fix it. In under a year, I spent almost $450 to fix my ice maker and have the exact same problem I experienced before, and a technician who will not honor it, but is instead telling , he only honor it after I pay someone else to come in to make a diagnosis.Desired Settlement: I need my Refridgerator ice make to work. It is grossly unfair that less than a year ago I paid to get it fix, and instead he only came and took more money, but I'm still left without a working ice maker.

Business

Response:

On November [redacted] 2012, [redacted] contacted our company and made an appointment to have a technician come out to her home to diagnose her icemaker. Her complaint at that time was that she was not getting any ice. Upon the technician's inspection, he diagnosed that the motor on her ice dispenser had shorted out and that even though the ice was being made and delivered into the ice bucket, the ice was not being dispensed down the shoot and into the glass. This was due to the fact that the motor was not functioning. We returned on December [redacted] 2012 and installed the new motor. [redacted] tested the ice dispenser and saw the ice came straight out of the shoot and into the glass--she was happy.

Then on August [redacted] 2013, she called to say she was having the same problem--no ice was coming out. She was given an appointment within 24 hours, which was on August [redacted] 2013. On the [redacted], when our technician arrived, (which was the same technician who repaired the refrigerator back in December), [redacted] was not at home, but her son was. The technician showed her son that the motor was working but the ice in the ice bucket had melted and clumped up together. Therefore the ice was now all stuck together, preventing the ice dispenser from dispensing the ice because it was no longer cubes of ice. The technician suggested that this may have been caused as a result of someone leaving the door ajar and being that the ice bucket is situated right on the door, the warm air had caused the ice to melt quickly and clump together. The technician removed the ice bucket from the door, cleaned out the clumped up ice which was at the bottom and returned the ice bucket back to its place in the refrigerator. He then took some of the freshly made ice that was at the top of the ice bucket and put it back into the ice bucket and showed her son that the ice was dispensing as it normally would—which proved the motor was doing its job. The technician then used hot water to defrost the frozen ice bucket and charged the customer $40.00 plus tax for the service call. The son called [redacted] on the phone and explained the situation. She then gave him her credit card information over the phone and approved the charge, which with tax it came out to $43.55.

Approximately, an hour after the technician left, [redacted] began calling the office to say that she was upset that she had to pay for the service call and she wanted a refund. We explained several times that she was given a break and was only charged for the visit and not charged for any labor since the technician defrosted the frozen ice bucket and that the motor we replaced back in December was functioning at 100% and not causing the problem that she was complaining about. [redacted]’s complaint to the Revdex.com, states that she was hung up on and that has never happened. If [redacted] would be so kind as to provide the B.B.B. with her phone records it would clearly show that she called a number of times the [redacted] and each time she was told that she did not have any problems with the motor we replaced in December she would hang up and call back. She said that she should have been told over the phone to use the hot water to defrost the frozen ice bucket and that would have saved her the $43.55 service charge. The technician explained that there was no way he could have known what the problem was over the phone and given that her part was still under warranty we had to come out and perform the inspection on sight. [redacted] then started threatening right there and then to contact the B.B.B.--this was still on the [redacted] August.

Approximately, a week later, [redacted] called the office again to state she was having the same problem again. We agreed to go back and have a look at the unit but only if [redacted] was at her residence to have a first hand look at the motor we replaced, so that we could prove to her that the motor was still working. The technician returned on September [redacted]—[redacted] was present. She saw that the motor was working and also that the ice was unable to be dispensed because it was melting and clumping up together. However, she continued to say the motor needs to be replaced even though she can clearly see the ice cubes are melting and that the ice dispenser cannot dispense clumps of ice--only ice cubes.

We cannot take responsibility for any issues that [redacted] has outside of the motor that we replaced and [redacted] does not seem to understand this. If you should require any further information please feel free to contact us at [redacted] or via our email at [redacted]

Respectfully,

Business

Response:

In regards to our conversation last Friday, our response to [redacted]'s complaint remains the same as before. We have demonstrated to her and her son that the motor which was installed back in december 2012 is functioning at 100 % capacity. Therefore we cannot be held responsible for any issues that she is having with the refrigerator . Please let us know the outcome of this situation .

Thanks,

[redacted]

Consumer

Response:

At this time, I have not been contacted by Dynamic Appliance Repair regarding complaint ID [redacted].

Sincerely,