1st Call Appliance

In regards to the complaint against 1st CallAppliance IncMr [redacted] called us to his home on Aug 19, Thecomplaint was that his [redacted] monogram ice maker was not making iceI as acertified [redacted] technician diagnosed that the ice maker had a couple of issuesToconfirm my diagnosis I called ** technical department while in the homeMr [redacted] was not home, his wife called him and I explained what was going on.They said they would like to think about weather to repair or replace the unitwere it was old.Weeks later the [redacted] s called to say they wanted toproceed with the repairI ordered the parts and returned on Sept 16, Iinstalled the part and ran the required diagnosticsI then called [redacted] technicalto confirm the unit was running properly and making ice sheetsWhich it didproduce ice.On Sept, Ireturned at their requestThe unit had produced some ice but it was notfilling the bin I called [redacted] techsupport again and said the unit was producing ice but hanging up at harvestmodeDuring the visit I found the molex connector working intermittently so Irepaired the issue at no charge.On Sept 18, I was called back againThe ice was notdropping to the binConferring with [redacted] tech again we determined that the icecutter should be replacedThis was the fourth separate issue with the unit.When this repair was ordered we were told the complaint was no ice being made.We took all steps to make sure ice could be madeAll labor after initial repairwas freeMr [redacted] was not charge for my time in fixing not one but fourdifferent issuesI asked Mr [redacted] to pay for the ice cutter replacementpart only and at my costHe refused to discuss the matter1st CallAppliance Inc has put a lot of free labor into this unitIn fixing one issuewe came across the other issuesWe feel that Mr [redacted] should be responsibleminimally for the the parts needed to dothe agreed upon repair He had agreedthat we should continue to repair the unit and [redacted] tech support was called everystep of repair processWe are willing to return if Mr [redacted] pays for all partsrequired

Revdex.com:
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.
1st Call has refused to accept responsibility that they agreed to fix the ice maker and did not do it. The machine does not produce ice - plain and simple. While I agree that they have spent considerable time trying to fix the appliance, the fact of the matter is they didn't fix the ice maker and now we have paid $for an ice maker which does not work - in fact the same issues are occurring as before they agreed to fix it. 1st Call indicated "I asked Mr *** to pay for the ice cutter replacement part only and at my costHe refused to discuss the matter." This is not true - I called 1st call and they hung up on me. I then sent them a letter outlining my issues and how they could be resolved and they never responded. 1st Call also indicated "He had agreed that we should continue to repair the unit and ** tech support was called every step of repair process." Again this is delusional - we asked them to diagnose the problem with the ice maker - they did and said it would cost $to fix. We ultimately agreed to pay this and expected the ice maker to work. We were taken for a rideWithout any resolution we will be forced to pursue litigation
Regards,
*** ***

In regards to the complaint against 1st CallAppliance Inc. Mr [redacted] called us to his home on Aug 19, 2014. Thecomplaint was that his ** monogram ice maker was not making ice. I as acertified ** technician diagnosed that the ice maker had a couple of issues. Toconfirm my diagnosis I called **...

technical department while in the home. Mr[redacted] was not home, his wife called him and I explained what was going on.They said they would like to think about weather to repair or replace the unitwere it was old.Weeks later the [redacted]s called to say they wanted toproceed with the repair. I ordered the parts and returned on Sept 16, 2014. Iinstalled the part and ran the required diagnostics. I then called ** technicalto confirm the unit was running properly and making ice sheets. Which it didproduce ice.On Sept,  17 2014 Ireturned at their request. The unit had produced some ice but it was notfilling the bin.  I called ** techsupport again and said the unit was producing ice but hanging up at harvestmode. During the visit I found the molex connector working intermittently so Irepaired the issue at no charge.On Sept 18, 2014 I was called back again. The ice was notdropping to the bin. Conferring with ** tech again we determined that the icecutter should be replaced. This was the fourth separate issue with the unit.When this repair was ordered we were told the complaint was no ice being made.We took all steps to make sure ice could be made. All labor after initial repairwas free. Mr [redacted] was not charge for my time in fixing not one but fourdifferent issues. I asked Mr [redacted] to pay for the ice cutter replacementpart only and at my cost. He refused to discuss the matter. 1st CallAppliance Inc has put a lot of free labor into this unit. In fixing one issuewe came across the other issues. We feel that Mr [redacted] should be responsibleminimally for the the parts needed  to dothe agreed upon repair.  He had agreedthat we should continue to repair the unit and ** tech support was called everystep of repair process. We are willing to return if Mr [redacted] pays for all partsrequired.

I spoke to the [redacted] family and I believe the issues have been taken care of.  I am still looking for a part for them, I went to the home this week to recheck the appliance.  The problem employee on the phone is no longer with us. Thank you[redacted]1st Call Appliance