Best Service Company

This service issue has been in discussion for over months We performed a major repair in June of to repair this non-cooling refrigerator At the time the customer declined to also repair the refrigerator door problem which is the source of this current complaint In December the consumer called to say the door had gotten worse and wanted us to repair it at no cost We reminded him he declined the repair in June and if wanted to have door repaired he would have to pay the additional $for the repairThe consumer refused to pay anything additional and then contacted the manufacturer ( [redacted] to express his dissatisfaction over the number of service incidences this appliance had over the course of the years he has owned it Customer claims service was provided by other companies in addition to our company over the years [redacted] offer to sell him a new buirefrigerator at half of the cost of the new price (This appliance cost $8,new, and they offered to sell him a ne one for $4,000.) At the time I advised the consumer if he accepted the offer from [redacted] , I would refund half of his money as a good-will gesture Keep in mind there was no issue with the service we performed His issue is with a different service problem than what he was charged for and for which he declined to pay for at the time The consumer has not accepted the offer from [redacted] and wanted [redacted] to replace his appliance for free even though he used it for years My offer still stands to refund half of his money if he accepts the offer from [redacted] Under the circumstances where he is threatening lawsuit, I will not be returning to his home to provide any further service

After investigating this incident I have made the decision to send the customer a check for $as a gesture of good will to help with some of the clean up expense Even though we did not ask the customer to pull the appliance out, he was clearly trying to be helpful to make the job easier
for the technician by pulling it out for us and then pushing it back in place I would also like to point out that the drain hose would not have popped out of the standpipe if the washer had been installed properly in the beginning The installation instructions illustrate using the strap that is provided with the washer to strap the drain hose in place to prevent exactly this from happening Had that been done, the drain hose could not have popped out We hope the customer accepts this gesture with our sincere apology for the situation

There were definitely repairs by other companies going back to based on warranty claim paperwork filed at ***, and I was told by the consumer he had multiple repair visits in the years leading up to (when we serviced this product for the first time) which added to his dissatisfaction with the appliance and with ***There was a problem with the door hinge causing the door to not close properly that was identified and brought to the consumers attention during our visit in July and the customer declined paying for the repair so it is not accurate for the consumer to say we caused hinge problems The problem is noted on our July receiptThe ice buiand blockage brought to our attention in December was related to the door not closing and causing a frosting issue I do not agree with the customer's latest report that it was cause by our technician who did not assemble the icemaker properly This is the first I've heard that claimAlso, the customer is not accurate to say *** provide all parts at no charge They provided some of the parts at no charge which were under the original manufacturers warranty, and the customer was charged for the parts which were not under warranty and the labor costs.In December I offered to reduce the cost to replace the door hinge by 50% as a good will gesture and the customer declined this offer (Reduced from $to $166) *** offered to sell the customer an $8000 refrigerator for $as an offer of good will and he rejected that offer also I also offered to refund half of the original service cost if he accepted the *** offer (refund of $719) Both *** and I have tried to work with this customer and his response has been to threaten legal action He also threatened the dealer, Mountain high Appliance, with legal action The only compromise that is still on the table from my end is to refund $which represents 50% of what was paid towards service IF the customer replaces this refrigerator with a new *** buirefrigerator

Complaint: ***
I am rejecting this response because: information is incorrect, *** *** has been very helpful, another set of lies on behalf of "best sevice"I see that legal action is only option
Sincerely,
*** ***

Even though we did email Mr *** a receipt he apparently still has not receive it based on this complaint. Perhaps it is going to a junk or spam folder or being blocked in error by his email provider? We have now mailed a receipt by US Mail which he will hopefully receive in the
next day or so. We are sorry and very surprised at this complaint over a receipt

This service issue has been in discussion for over 8 months.  We performed a major repair in June of 2015 to repair this non-cooling refrigerator.  At the time the customer declined to also repair the refrigerator door problem which is the source of this current complaint.   In...

December 2015 the consumer called to say the door had gotten worse and wanted us to repair it at no cost.  We reminded him he declined the repair in June and if wanted to have door repaired he would have to pay the additional $300.00 for the repair. The consumer refused to pay anything additional and then contacted the manufacturer ([redacted] to express his dissatisfaction over the number of service incidences this appliance had over the course of the  12 years he has owned it.  Customer claims service was provided by other companies in addition to our company over the years.  [redacted] offer to sell him a new built-in refrigerator at half of the cost of the new price.  (This appliance cost $8,000 new, and they offered to sell him a ne one for $4,000.)   At the time I advised the consumer if he accepted the offer from [redacted], I would refund half of his money as a good-will gesture.  Keep in mind there was no issue with the service we performed.  His issue is with a different service problem than what he was charged for and for which he declined to pay for at the time.   The consumer has not accepted the offer from [redacted] and wanted [redacted] to replace his appliance for free even though he used it for 12 years.   My offer still stands to refund half of his money if he accepts the offer from [redacted].  Under the circumstances where he is threatening lawsuit, I will not be returning to his home to provide any further service.

I cannot understand or explain why this service attempt came to this unfortunate conclusion.  We advised the customer his Whirlpool dryer control failed and gave him an exact quote to repair it.  He was apparently not happy with the quote and his attitude with the tech reflected...

that.  When our tech asked questions the customer refused to speak with him.  Since he would not speak to our tech our tech left the home.   To complicate the issue there is no model-serial tag on the [redacted] refrigerator and without that information we cannot properly diagnose because we don't have a wiring and circuit schematic to refer to.  At this point we believe the control has  failed and if it does need a control the cost to repair is approximately $900.00.  Knowing this complication and already experiencing how the customer has interacted with us I do not feel going forward with service will result in a positive experience. Based on the above information I believe it best for the customer to seek service elsewhere if he so desires and all charges for our visit have been waived.

Complaint: [redacted]
I am rejecting this response because:There were no other repairs had been done by any companies, we invited another technician to tell us what was done wrong and it was concluded that the door adjustment made by Best Services was done incorrect resulting in damages to the hinges as well as icemaker was not put together correctly resulting from re frigit or not producing ice and Blocking dampers, resulting in freezing of the unit and water leaks as well as not keeping temperature destroying food and contents. We had to buy another refrigerator just to be able to keep produce proper temperature. Besides all the above concerns, the parts were apparently provided to best services by [redacted] under warranty the amount they charge us was labor costs. We do not with  agree with company response and demand full refund. We don't want to deal with [redacted] since we had multiple problems over the years and want to explore other options.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]