BIG CHILL, LLC

Initial Business Response /* (1000, 8, 2015/11/18) */
Big Chill located a technician from [redacted]. The assigned tech evaluated fridge on 10/17, determining that customer required a new hinge and replacement light bulb. Once parts were received, the tech confirmed service with...

customers for Saturday, 10/31. Tech specifically instructed customers that they would be updated after his late morning appointments progressed. He conveyed to Big Chill that customers had preferred an exact time window, but tech explained to them this was not possible for that particular weekend day. Servicer spoke with [redacted] just after 12pm on 10/31, and said he was flexible and willing to service later in the day or Sunday. Customers declined his offer to service later that day and expressed that he had missed their established time. The technician and Big Chill both consistently attempted to contact customer to reschedule since 10/31. On 11/18, Big Chill rep spoke with customer about assigning a new technician to complete service. The details for this follow up service will be arranged this week. Also during our conversation our 1 year warranty coverage was reiterated to customer, which reserves the right to service all appliances we sell. Only if a technician determines an appliance unfixable would Big Chill issue a replacement unit and customer acknowledged this policy.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are blatant lies told here by services to Big Chill. Third serviced gave two hour window and called an hour and a half after window was up. Every services this company has had contact us has not done what is required. In total we have wasted 12 hours waiting for services who haven't shown. The last devices who did come removed screws from door which weren't even replaced.
All the services have been negligent or incompetent. We have given this company almost tree months to resolve the issue. They haven't. We will take the next step necessary to get a working fridge. We put our good faith, and a lot of money, into buying this fridge from them. It is still not working properly or even in proper condition. We want a replacement fridge or our money back at this point.
Final Business Response /* (4000, 14, 2015/12/07) */
Following the technician's determination from most recent service appointment (on 11/30), we confirmed with [redacted] that a replacement fridge would begin shipping out from our Colorado factory on 12/4. The unit is currently in transit with the assigned freight carrier.
Final Consumer Response /* (2000, 16, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Big Chill has agreed to send a new refrigerator to replace the broken one.

See attached response.