Baker Appliance Repair

We were contacted by *** service contract company on behalf of Mr*** *** for a refrigerator service call end of December Customer scheduled, cancelled and rescheduled service times before accepting service date of January 29, 2016.The complaint on his unit is
freezer/fridge and water has bad odor and taste. NO service contract covers smells, odors or taste issues. On his behalf I contacted *** and received permission from *** for a one time courtesy call for this request. Before EVER going to Mr***'s home we explained to him numerous times by telephone that there is nothing inside a refrigerator that can cause any odors, smells or bad tastes. Refrigerant (aka - Freon) is an odorless, tasteless gas, cannot cause any smells of any kind. We explained to him numerous times that smells are caused by something placed into the unit or something in his home.He requested service call anyway. On January 29, we inspected his refrigerator, found no odors or cause of odors. Since his complaint stemmed around ice and water from ref tasting bad we had Mr*** disconnect his water supply for ice and water to the unit. Instructed him to call back with his findings. He did not. Claim with *** was closed out and *** paid for service call to his home, no charge to customer.On March 7, 2016, received a 2nd service call request from *** for same complaint of freezer/fridge and water has bad odor and taste. As stated previously, *** gave a ONE TIME concession on this issue. *** *** contacted Mr*** about this new work order. He asked Mr*** about odor after disconnecting water line. Mr*** stated no odor, but no water hooked up. We tried to explain to him that he needs to replace his water line supply to ref. This is also not covered on his service contract. Customer thinks this is not accurate and wants us to come back for additional service at no charge to him. *** told Mr*** again, there is nothing in the unit itself that can cause this problem and that we will not come back at no charge, he will be billed full service call. Mr*** stated he would not pay us a "dadgum dime" and reported us to Revdex.com.Today, March 15, 2016, I contacted *** contract claim deptagain, I spoke with *** and was advised again that odors, smells, tastes are not covered under his service contract. Only electrical and mechanical parts that prevent cooling are covered under his contract. Their customer service department will be calling him with that information.I understand Mr***'s frustration but cannot service him for free. I cannot understand though his "getting the third degree" while trying to help resolve his problem. There honestly is nothing a refrigerator can do to cause his problem except from an outside source, for example water supply, foods not stored properly inside, etc. Please contact me if you need anything further. Thank you

Initial Business Response /* (1000, 5, 2015/06/12) */
Customer called in for service under name of [redacted] not [redacted], address is same. Jan. 22, 2015 [redacted] called in with complaint ref section not cold. The evaporator fan motor was locked up and due to consumer trying to fix it themselves the...

fan cover/tower was broken. We replaced both parts on Jan. 27, 2015, and ref operation was good. Service complete. As to complaint of outrageous bill for service, consumer was given price for service call before scheduling appt. and was given estimate for repair before job was done, if she thought it was so outrageous she should have declined service, but she ok'd that estimate.
On March 25, 2015 [redacted] called in for service with a complaint of freezer has frost in it. Different complaint different problem different repair needed. Defrost control board has failed not defrosting unit. Customer ok'd repair or $283.96, we replaced electronic control board on April 2, 2015. Operational checks of ref good. Service complete.
After 30 days of not receiving payment for the second repair I sent out an over 30 day statement as is Company policy. After receiving past due statement [redacted] called stating the ref has ice in bottom and some frost, that it started frosting 2 weeks after we repaired it. When asked why she didn't call immediately she stated that her man, (not sure if he is husband/fiancé/boyfriend) told her not to call that maybe it would straighten itself out. I informed her that we can't fix it if we don't know it's broke. And reminded her that our service call is guaranteed for 30 days and parts for 90days. Since she chose to wait for 6 weeks to call with trouble the service call is not under warranty now.
Informed her that we could come and recheck unit and cover part if it failed but not service call, if she paid for past due service upon arrival. She agreed, upon arrival she informed technician that Mr. told her not to pay until fixed, technician left with out providing service.
Spoke with [redacted] again and explained again about the delay in telling us about failure but that we would come back and forego service call and just charge her for time on the job and any parts she needed, upon receiving payment for work completed April. She spoke to Mr. and agreed. Service set for June 12, 2015
June 12, 2015 recheck ref, defrost drain is clogged, causing water to back up and freeze in freezer, different problem, different repair.
Cleared defrost drain for [redacted] and did not charge her for this additional service. She paid for past due service today.