Bergerons Appliance Service

Complaint[redacted] failed to fix the appliance we paid him to fix. We lost an additional $215 + addition ~$200 in groceries after a botched repair.We called [redacted] to take a look at our freezer. It was shutting off periodically. After a $80 "diagnostic" (as in he will take a guess, no actual diagnostics) fee, he informed us that it was the defrost timer ($10.99 part). He said it would be $215 to repair the fridge (and he would fix it again if it broke within 90 days), including the diagnostic fee. Fine, we cheerfully paid it to know it was fixed. We went out and purchased groceries, next day (Sat), freezer dead again. Called him, he answered and said he could not come out until Monday. He told us to bang on the front controller if it happened again, we did and it would work for a bit, but break after a few days. It has been about a month and we get phone calls occasionally. Finally, he calls back and he wants to charge use another ~$150 to replace another controller ($15 part). Either this should have been done the first time, or he replaced the wrong part, but somehow I am supposed to pay another $150 because this guy did not repair it properly, or is a scam artist. $365 to replace $30 worth of parts, and he lives 10 miles away.Desired SettlementFull refund since the part replaced was incorrect. Still having the same exact issues we had before the repair. Business Response Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The businesses response does not address the complaint. There are many twisted statements in this response, including my fiancé's part in troubleshooting fridge. She made no comments about any noises aligned with the failing fridge and the defrost timer, just described the symptoms, nor should she have. I did not pay him to come out and ask my fiancé for advice on how to fix the fridge. I cannot comment on what [redacted] paid for the parts, or which parts he ordered at what time because he did not provide me with an invoice. I do know that he did replace the defrost timer and he did leave the old one with us. I found the part online, and it was $13 with shipping. If [redacted] paid more for the parts than this, then I guess that is part of the reason he is so expensive. It is scary that the consumer can get them much cheaper than the repair man though. The service call was described to us as a diagnostics fee, but there were no diagnostics completed. He simply replaced a part, which he assumed was the failing part. I do not fault him for the initial steps that he took; with the exception that he performed no actual diagnostics. I would have assumed that he would have used a multi-meter to test parts he thought were bad. We never declined to have the second part replaced, we declined to pay labor for something that we already paid for. He wanted to charge us another $155 for something he should have fixed the first time. We were told if it did not fix the problem, he would come back out and fix it at no additional cost. He never mentioned additional labor or parts. These two parts are on the same control. This is not a "separate" issue. The basic problem is that he came out to fix a problem, but he did not fix the problem. It is not customary to charge a customer for fixing something, not fix it, and then try to charge again for fixing the same problem that was not fixed the first time. If I had known that this was going to be a run-on repair, I would have just bought a new fridge. I let [redacted] talk me into fixing it, but only because he assured us that it was the defrost timer, and that there would be no additional costs. Even if it had an issue, he said he would come back out and fix it at no additional cost. If he replaced the defrost time, and the motor went out, I would not expect this to be covered under that agreement. However, that is not the case. The part he replaced was not the issue because the same exact thing is occurring; he made an assumption about what part to replace and was wrong. I am still not convinced that even if I did pay him to replace the second part, it would make much of a difference anyway. I would probably just be out $400 instead of $250.I have multiple properties. I deal with vendors of all sorts and routinely review their work with online reviews, good and bad. I have hired every possible trade imaginable when dealing with my properties. I have never threatened them, and at no time did I ever "threaten" [redacted]. I assume that was just a poor choice of words in his response. I did inform him that I would report him to the Revdex.com for his actions if he did not correct the problem, which I did. I also posted reviews on sites that I commonly post reviews to. I post reviews both good and bad for companies I do business with. Given the circumstances of this faulty repair, I am amazed that [redacted] was expecting a good review. You need to do good work to get a good review. Nothing I posted was inaccurate or threatening, but items that are covered under this complaint. I did provide [redacted] with an opportunity to correct his faulty repair prior to any reviews online, but he chose not to. It appears that [redacted] has spelt a fair amount of time addressing this complaint. If he had used that time to fix the fridge, I would not have had to file the complaint in the first place. I will return the part that [redacted] replaced as part of the refund, since it was not the problem anyway. He had the part on him when performed the visit, so it was not special ordered. That should ease some of the financial costs that he is claiming. That way I can pay to have someone else come out and fix the issue. If the case is satisfactorily resolved with the Revdex.com, I will attempt to update existing reviews to reflect the refund. I will also mark the case as resolved with the Revdex.com. If not, I can move forward with other options to resolve the matter.Final Business Response December 26, 2013Revdex.comServing Central and Western Massachusetts and Northeastern Connecticut6 Park Avenue, Suite 100Worcester, MA XXXXXAttn: Christina PriceRe: Case #XXXXXX; Mr. [redacted]To Whom It May Concern:I have been in business for over forty (40) years and this is the first complaint I have ever received from the Revdex.com. Unfortunately it appears that Mr. [redacted] and I cannot agree on the facts of this situation. In my original response, I explained my professional reasoning for my actions and stand by my assessment. Since Mr. [redacted] was not present during the initial hour and fifteen minute long service call, he did not witness my complete diagnosis of the unit. I tested the components and measured the temperatures with a multi-volt/ohm meter, and amp meter and an infrared-laser temperature tester. I ran tests on the compressor, fans, switches, and controls. This includes a continuity and current test that was read through the contacts of the cold control that failed three days later. During my initial visit, the cold control passed [redacted] diagnostic test otherwise the compressor would not have run and the problem would have been immediately apparent to me. Unfortunately for Mr. [redacted], this part failed three days later. If the cold control had failed at the time of my initial service call, I would have recommended replacing it then. Mr. [redacted]'s refrigerator had two issues: one was diagnosed during the service call, the second occurred three days later. Upon hearing of the second issue with the refrigerator, I offered to return to [redacted]'s home to fix the second problem without charging a second service call fee. In the spirit of compromise, and in exchange for Mr. [redacted]'s agreement to remove all derogatory remarks about me and my company from the internet, I would now be willing to fix the second issue with their refrigerator solely for the cost of the part - $98.36. I understand Mr. [redacted] believes he can obtain this part for less than I can. However, as a professional repairman, I am responsible for guaranteeing the part after I install it. As such, I only order brand new, manufacturer's factory-specified parts from authorized dealers. Therefore, the cost of the part for Mr. [redacted]'s refrigerator is non-negotiable. Again, I pride myself on being an ethical, upstanding businessman who uses 40 years of experience and training to make the best possible, educated diagnosis on each problem I encounter. I am saddened that Mr. [redacted] feels I have been anything less than professional in our dealings. I am eager to come to a resolution on this matter.Thank you for your time and assistance.Sincerely,[redacted] J. [redacted], [redacted]'s Appliance Service