Allen & Sons Appliance Repair

Do not allow them in your house if you have a Samsung product all they do is complain about Samsung and if they don't fix it the 1st time they tell you to call somebody else and that is it

Do not allow them in your house if you have a Samsung product all they do is complain about Samsung and if they don't fix it the 1st time they tell you to call somebody else and that is it.

Review: I contacted Allen & Sons in August of 2012 regarding service that was performed on my Samsung refrigerator. Service calls were performed on 1-24-12, 2-6-12, 8-22-12, and 5-7-13 from technician Larry, amounting to $345 total cost. Each time the technician stated that the refrigerator's evaporator fan motor assembly and or fan had failed. The refrigerator fan unit failed a fourth time in November 2012. Each time the failure has occurred we had to defrost the refrigerator manually which is a huge chore. We contacted the supervisor, Greg, who was very rude and would not provide his last name or any information about the repair or about their company. He hung up on me.A simple internet search for Samsung refrigerator reveals an overwhelming number of complaints for this exact issue, defective coils that allow frost to build up and disable the fan. A class action lawsuit was filed in 2010. An attempt to discuss this defect was made during service calls and was dismissed by the Allen & Sons technician, Larry.My concern with the technician and the supervisor is that they are either not current with product repair information OR a choice was made to continue making costly service calls for a clearly defective coil design that is guaranteed to fail again in 3 to 6 months.Furthermore, they have deceptive advertising. Their Ventura office has an 'A' rating from Revdex.com. Problem is, they haven't been at their advertised Ventura address in years. It's a real estate office now. Spoke with a worker there. Allen & Sons have no physical office in Ventura.Desired Settlement: We request that the repair service fees of $345 be refunded.

Business

Response:

To whom it may concern;

On 1/24/12 customer called regarding refrigerator making noise. Technician presented estimate to replace evaporator fan motor. Customer agreed to repair. Technician ordered part, the part arrived, and on 2/6/12 technician returned to install it. Repair was completed and noise problem resolved.

6 Months later (8/22/12) customer calls to say the refrigerator was noisy again. Technician returned and replaced the evaporator fan motor under the Terms and Conditions of the service contract. Repair was completed and problem resolved.

9 Months later (5/17/13) customer called to say the fresh food side of refrigerator wasn’t cold enough. Technician found the condensation drain line had frozen and advised customer to simply defrost the refrigerator.

Customer feels that there is a design (the way the company manufactured it) problem with refrigerator itself this is something they (the customer) need to discuss/resolve with the manufacturer. We simply address and repair the issue(s) that are occurring at the time they are occurring. Any part we install has a 5yr warranty. And we shall honor our warranty and the Terms and Conditions of our service contract. We do not manufacture, design or redesign appliances. In addition we are not the company/people who sold her the appliance.

We are licensed by the State of California to service appliances anywhere in the state.

Thank you.

Business

Response:

Ms. [redacted]’s basic issue is that she “feels” there is a design flaw with her refrigerator, because she read something on the internet regarding other unhappy people with the type of refrigerator she owns, she is hoping that she can come up with a Service Company to write down on an invoice that there is a design flaw with the unit so she can create and/or join in some lawsuit against the manufacturer. So far there hasn’t been any notification to us or any other service company of a recall or service bulletin from the manufacturer regarding her refrigerator. The problem Ms. Anderson is experiencing based on the duration and occurrence of issue is most often and simply attributed to the door incidentally not being closed properly. In addition and reminder, as stated in our previous reply, during our last visit to consumer’s residence on 5/7/13 (9 months since previous visit) no repair was needed and the customer was simply advised to defrost the refrigerator.

Consumer

Response:

Review: 9643336

I am rejecting this response because:

Our complaint against Allen & Sons is not connected to a class action for a manufacturer's defect; the manufacturer information was shared with Allen & Sons after their first repair failed to resolve the problem. Allen & Sons has demonstrated that they will blame the customer for a problem rather than find out the source of the problem and repair it accordingly. We are certainly aware that refrigerators must be kept closed, and at no time has the refrigerator been left open.