Beacon Appliance & Repair Service, Inc.

Review: In November 2012 I purchased a [redacted] refrigerator from [redacted] for $2749.03. In May 2015 I contacted [redacted] as the refrigerator was making a very loud noise. [redacted] of [redacted] gave me Beacon Appliance as a business to contact to have the repair done. On June 17, 2015 [redacted] from Beacon Appliance came out and after hearing my complaint determined the compressor was faulty. On June 23, 2015 he returned to do the repair. In the course of repairing the compressor (wasn't the problem), he did something that caused my freezer to stop working, and apparently did something else that left my kitchen covered in Freon, a black, sticky substance, most of which is the size of this dot (.) Wikipedia says Freon is a moderately toxic substance that went all over dishes, pots and pans and in my coffee maker. Even though [redacted] was aware of this accident as the gas is pressurized, he said nothing. I spoke with [redacted] at Beacon, made an appointment for June 29th, [redacted] returned to fix my freezer. I explained to him while I didn't have a great deal of frozen food, what food I did have I had to quickly eat as thawed out food spoils. No response. I asked him about the black substance covering my kitchen and he said to the effect he was unaware it covered all my kitchen, aware it covered some portion though. Repairing the compressor didn't solve my problem, so I spoke with [redacted] and requested a different repairman come out. [redacted] came out, diagnosed the problem as the motherboard & fan. On July 9th I spoke with [redacted], asked she ask [redacted] to order the parts. On July 16th I again spoke with [redacted] as she didn't tell [redacted] to order the parts. When she realized this, she put me on hold, had someone else talk to me instead of just saying another mistake had been made.Misdiagnosing the compressor is human error, causing my freezer to stop working an accident, covering my kitchen in Freon & not saying a word is unprofessional, and Beacon hasn't said a word to give me the impression they care in the least.Desired Settlement: Consumer seeks refund of payment for inferior services provided. In addition, I had to clean my kitchen, however small, of all the Freon [redacted] sprayed everywhere and think $40.00 for my time is more than fair.** I will personally give [redacted] of [redacted] a copy of this complaint no matter Beacon's response. It's a rare company that doesn't show the least of amount of concern when in the course of doing business they leave you with several problems as though this is how a professional company operates.

Business

Response:

To whom it may concern,

My name is [redacted], and I was the technician out at [redacted]'s house in June of 15. The customer complained of a noise that was not present at the time of service. However I did find the compressor to be slightly louder than normal. The customer agreed that the noise it was making did sound like what he was hearing only usually louder. I agreed to replace the compressor. I returned roughly a week later to do the repair. The "black sticky substance" the customer refereed to as freon, is not in fact freon. Freon is a odorless colorless gas. What was left behind was soot. Soot from using a oxi acetaline torch, to braze the refrigerant lines. Usually I am able to contain this soot, but as the temperatures in Cottonwood at this time were in the 100s the customer was running his air conditioning. This I believe, helped to circulate the soot more than normal. Unfortunatly one of my welds had a small flaw that I did not see before I left. When I returned a few days later the customer informed me of the soot I left behind. I appologised profusely. He also informed me of his food loss, that, I did in fact, apologize for as well. He seemed more upset about the soot, so that is where our conversation was. I explained to him what the black soot was, and why I believed it circualted around his kitchen as it did. Unfortunately most of that soot was airborn when I left so I did not realize how far it had spread. The customer seemed to be completely satisfied with my explanation. He was content with the second repair, after I explained and showed him the flawed weld. The customer also stated at this point that the noise had not reappeared since I installed the compressor, and was quite happy that I didn't "brush off" his noise and attempted the repair. Unfortunately the noise we both heard on my first time out was not the noise he was complaining about. Thankfully our other tech Chad was able to find and repair the correct cause.

Consumer

Response:

I am rejecting this response because:The response is without any truth so I won't bother with an explanation. I will pursue this matter in court where the sequence of events will show who is being truthful.I thank the Revdex.com for their assistance in this matter.[redacted]

Worst company ever!!!!! I called beacon appliance and was told it was $65 and if any work needed to be done I would only pay for parts and the $65 would be applied to any services needed. I live in Redding so there was no large fuel expenditure. When all was said and done I was charged $65 show up fee $50 for labor and $10 for parts. When I called to ask why and what I was originally told, [redacted] states "I didn't say that." How convenient. Do not use this company they charge you $65 to show up at your house anytime between a two hour window have horrible customer service and are fraudulent.

Review: I have a warranty thru [redacted] on my stove/oven. Beacon was contracted out to service my stove. The repair man that showed up from Beacon was [redacted]. He was very condescending and had a grin on his face. Said you better get your bbq out for Thanksgiving. This won't be fixed. After feeling like it was a joke to him he left saying he needed to order parts. The next day [redacted] called saying the parts were unavailable and I would need to contact [redacted] again. [redacted] let me know that once [redacted] at Beacon put in the necessary paperwork into the computer I would be approved. One week later I hadn't heard anything. Called to find out that Beacon and the owner [redacted] never put the paperwork in. [redacted] and myself called [redacted] three times in November 22 asking that it be done also for a follow up call. Not only did she not call back she never did the paperwork right. So two weeks later and after Thanksgiving has passed I am still waiting for [redacted] the owner of Beacon Appliance to do her job and submit the proper paper. Maybe give a customer a call back as I have left her messages.Desired Settlement: I feel I should at the least be given the 199.00$ back for the service call. Being that this has gone way over the time period a customer should have to wait. Especially due to incompetence ON THE OWNERS PART.

Business

Response:

First off, as "THE OWNER" I would like to say that I have not received multiple phone messages from this customer. And, if her and [redacted] were calling multiple times on Nov 22... A SUNDAY....its not wonder they didn't reach us on a day that we are not open. I have not spoken with her, nor have I been asked to call her back. We have been dealing hand in hand with [redacted] to get the paperwork they requested, faxed over to them. The paperwork was submitted to [redacted], per their request on Wednesday November 25th. Today, November 30th, at around 9:00am, I received a phone call from [redacted], asking if we could resubmit the requested workorder. The representative gave me a new fax number to submit it to, and asked to wait on the line while I faxed it, to ensure that she received it.Ms. [redacted] is asking for a refund of $199 , for her "service call'. The service call we completed for her was at no charge to her, as she has an extended warranty. No money exchanged hands. If she is looking for a refund of $199 for her warranty, she did not purchase that from us, and would need to be brought up with whomever she purchased that from.As for the "incompetence ON THE OWNERS PART".. The owner, myself, did my job as outlined by our contract with [redacted].

Consumer

Response:

I am rejecting this response because:this is untrue. I have called Beacon spoke with [redacted] asking for [redacted] to call me back. my busband also has called to speak with [redacted]. On Tuesday the 24 of November. After [redacted] told me they had called ou twice and still never received the form. According to [redacted] the form should've been put in the system the day Dan couldn't get the parts. Instead like [redacted] said. She has had multiple calls from [redacted] and had to be hand walked through this at my expense. Again this morning I was told the paper submitted was done so incorrectly. Therefore another phone call to Beacon and [redacted] this morning so she can submit it properly. Now at 11:30 on November 30 I am awaiting a call from [redacted] to confirm this has been finally done and correctly. I have waited two weeks for a stove now because yes [redacted] you are odviously incompetent and don't k ow what you are doing or how to have customer service. I can't tell that by you response. What happen to the customer is always right? I will look at getting my money back from [redacted] in regards to your service call that has been completely unprofessional.