California Major Appliance Services

Dear *** *** I am writing this letter in response to the complaint filed by Ms*** *** Firstly, I want to apologize for the way that this entire situation was handled. I have been in this business my entire life and our family has always taken pride in how we
conduct our business. It seems we've fallen short here. I was contacted by Ms*** to come and give an estimate on a repair. She said she had a leak in her refrigerator and needed it repaired. I went to her home and very quickly realized that she had a leak stemming from her (tube water inlet) a proprietary device that delivers water to the icemaker. This proprietary water line burst due to the failure of her water inlet valveThe water in all of southern California is hard, resulting in debris occasionally depositing in the water valve causing a very slow leak which freezes in this proprietary water lineOnce the water line is completely frozen shut, the next time the ice maker calls for ice the waterline will burstI explained to her that I wanted to go ahead and replace that part as well. At the time, she agreed. I ordered the part from my vendor. The next day I received a call from her that she found the part cheaper online (more than half)We do not compete with online pricing, however, I decided to double check for her because the price difference was substantial. I then called my vendor and explained this to him and he apologized and let me know it was an error on his behalf So, with the part ordered, I left town and was supposed to be back the following day and was held up. I did ask *** to contact Ms*** and finish the job I was handling business affairs in Sacramento, while I felt assured that she was taken care of and the job would be finished. I received a call from …… stating that she was upset and it wasn’t taken care of, she explained that *** had her empty and defrost her fridge, only to cancel or not show up. When I arrived back into town, I immediately refunded her $service charge without any hesitationThis was done the first week of September. Only yesterday did I find out that she had filed a complaint and was disputing the charge on her credit card, yet I had already reversed the charge I take pride in our family businessThis is not merely a job to me… to us, appliance service is the way I provide for my family and for the people I loveMy reputation is everything to me. That being said, I know that Ms*** had another company come and do the repair work, only replacing the burst water line. I stand by what I said in my original estimate. If the water inlet valve isn’t replaced, the waterline will inevitably burst again (in my experience, within 6-months). I recommend that this be done. I am more than happy to come and do this free of charge for Ms***I have also cautioned *** that this cannot and will not happen again. We do acknowledge that we could've handled this better. Thank you for your time and consideration in this matter. I hope that we can resolve this efficiently. I have attached a screenshot of the reversal of the $charge on September 6th. I have also enclosed a copy of the original charges (my cost) for the parts. You can reach me anytime to discuss this further. I will give you my assistants information below if you aren’t able to reach me, she will follow up right away. Thank you again. *** *** *** ***
***

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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***