Big Kountry Appliance

When our lead technician went out to the customer's home, he found that the customer's wine cooler was not cooling at all at the time, Juan arrived to the homeTherefore our technician diagnosed the unit and called the manufacturer tech support just to confirm the problem that the unit was having After Juan finished talking to tech support, he then pulled unit out carefulley of the built in space to service unit and found that the unit was slightly low on refrigerant so therefore an access port was installed to recharge the unit to it's designed pressureAfter the repair was completed, our tech then closed unit back up and put unit back carefulley to it's space back where it belonged and when Juan was done putting unit back in place, Mr asked Juan to push unit further back inJuan explained there was a certain stop point and the customer insisted for him to push further inJuan and his assistant did as toldMrwas then to verify that everything was put back in place to his satisfactionOnce he inspected everything and was satisfied with where the unit was pushed back into, everything was good and ready to make payment He never stated anything about a scratch on the floor that he was blaming Juan for untill tech stepped outside to run a credit card transaction of the amount he approved to get his wine cooler repairedWhen he stepped outside to where the tech was, he then mentioned that Juan had scratched his floor which was not true like Juan mentioned to him while there at the homeJuan was accompanied by an assistant technician who witnessed the repair and that existing damages were already on the customer's floorThe next day, the customer called our office stating that he had pulled out the wine cooler out of the space and then stated that the power cord was damaged and that it had tripped his breakerShe asked him if the unit was working and he said yes but some type of cord was damagedOur office manager then informed the customer that we wouldn't be responsible for any power cord damage due to him pulling unit out himself instead of calling our office to let us know that the unit had stopped workingBefore tech left the customer's home, unit was fully operationalThe customer then started calling out our office manager Ana that she wasn't no manager and was rude to herHe then went online and put bad reviews on the tech and now here on the Revdex.comThe customers wine cooler was left working I think he just did not want to pay for the repair

Customer is out of warranty her last service date was on 06/26/Big Kountry Appliance offers day labor and on parts warrantyCustomer contacted us on 07/31/we are willing to waive the trip fee if in fact it is a reworkWe explained if not rework she will be responsible for tripOn 08/02/we sent original tech to check his rework and found maintenance is needing on the weeping holes of her front loaderThe tech took several pictures with further review we wanted to send a second opinion out to her home [redacted] from the office left her a message to see if she will be available for another tech to check the gasket install if improper so we can fixCustomer has not called back

To whom it may concern,We tried our best to comply and help this customerI understand that the unit is not being used properly it is an under the cabinet unit and it is being used as a regular unit.Also when we first went out, customer was not satisfied with the unit and and wanted her money back from ***It is out of our control we can only report what we have found wrong with unit.We do apologize if you found we were not helpful and will have to be referred back to [redacted] since they will be the ones to decide on replacement.Thank you,Big Kountry Appliance Repair

To Whom It May Concern,We received a warranty call with a $deductible which was due by the customerWe were unaware of this issue with further investigation we did find the copy of the receipt turned in by the technicianWe have contacted the warranty company to clear your debit we do
apologize for this inconvenience For any questions please feel free to contact us *** Again we apologize on our end and can offer you $dollars off any future repairsThank you for your business. Sincerely,Big Kountry Appliance TeamManagerKarina

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me

When our lead technician went out to the customer's home, he found that the customer's wine cooler was not cooling at all at the time, Juan arrived to the home. Therefore our technician diagnosed the unit and called the manufacturer tech support just to confirm the problem that the unit was having....

After Juan finished talking to tech support, he then pulled unit out carefulley of the built in space to service unit and found that the unit was slightly low on refrigerant so therefore an access port was installed to recharge the unit to it's designed pressure. After the repair was completed, our tech then closed unit back up and put unit back carefulley to it's space back where it belonged and when Juan was done putting unit back in place, Mr asked Juan to push unit further back in. Juan explained there was a certain stop point and the customer insisted for him to push further in. Juan and his assistant did as told. Mr. was then to verify that everything was put back in place to his satisfaction. Once he inspected everything and was satisfied with where the unit was pushed back into, everything was good and ready to make payment . He never stated anything about a scratch on the floor that he was blaming Juan for untill tech stepped outside to run a credit card transaction of the amount he approved to get his wine cooler repaired. When he stepped outside to where the tech was, he then mentioned that Juan had scratched his floor which was not true like Juan mentioned to him while there at the home. Juan was accompanied by an assistant technician who witnessed the repair and that existing damages were already on the customer's floor. The next day, the customer called our office stating that he had pulled out the wine cooler out of the space and then stated that the power cord was damaged and that it had tripped his breaker. She asked him if the unit was working and he said yes but some type of cord was damaged. Our office manager then informed the customer that we wouldn't be responsible for any power cord damage due to him pulling unit out himself instead of calling our office to let us know that the unit had stopped working. Before tech left the customer's home, unit was fully operational. The customer then started calling out our office manager Ana that she wasn't no manager and was rude to her. He then went online and put bad reviews on the tech and now here on the Revdex.com. The customers wine cooler was left working I think he just did not want to pay for the repair.

Customer is out of warranty her last service date was on 06/26/2017. Big Kountry Appliance offers 30 day labor and 90 on parts warranty. Customer contacted us on 07/31/2017 we are willing to waive the trip fee if in fact it is a rework. We explained if not rework she will be responsible for trip. On...

08/02/2017 we sent original tech to check his rework and found maintenance is needing on the weeping holes of her front loader. The tech took several pictures with further review we wanted to send a second opinion out to her home [redacted] from the office left her a message to see if she will be available for another tech to check the gasket install if improper so we can fix. Customer has not called back.

To whom it may concern,We tried our best to comply and help this customer. I understand that the unit is not being used properly it is an under the cabinet unit and it is being used as a regular unit.Also when we first went out, customer was not satisfied with the unit and and wanted her money back...

from [redacted]. It is out of our control we can only report what we have found wrong with unit.We do apologize if you found we were not helpful and will have to be referred back to [redacted] since they will be the ones to decide on replacement.Thank you,Big Kountry Appliance Repair