Cambridge Towel Company Inc.

When *** *** called us to schedule service on 2/13/at 8:am, he requested service at *** *** *** *** **When asked if his Whirlpool Stove was under any warranty, Mr*** replied that it was notAt that time, our CSR Shane, quoted the customer that there would be a
service charge to come out to diagnose the problem Here are the CSR notes in the original ticket: "92.95+TAX QUOTED COD UNIT ERROR CODE F2-BEEPING"After quoting the service charge of $to diagnose the necessary repair, our standard scripted explanation was read to Mr*** by our CSR and is read every time a customer calls Solar to schedule a service call In years of business, it has never been our policy to provide free diagnostic service calls to customers homes The standard scripted explanation is :"OUR SERVICE CHARGE IS $PLUS TAX, WHICH COVERS THE DIAGNOSIS AND ANY MINOR FUNCTIONAL OR ELECTRICAL ADJUSTMENTS. IF PARTS ARE NEEDED, PARTS AND LABOR ARE ADDITIONAL; HOWEVER, THE SERVICE CHARGE YOU PAY WILL BE APPLIED TO THE TOTAL PARTS AND LABOR" Additionally, here is the technician's post visit report which also evidences that we did go to this customer's home and spent an hour there, checking and diagnosing the malfunction on his appliance. "2/16/11:54: there 2/MON, 10:to 11:52, customer said that they go to cook in the oven and it gets to preheat and then when it reahes temps starts beeping and flash error fcode called techline spoke with ron fis a stuck key witch woudl need new electronic control board to correct problem Wcontrol $487.54labor $184.60tax$58.81shipping$15.00total of repair $CUSTOMER REFUSED TO PAY SERVICE CHARGE, Job Cmpltd, saved tckt [SdLink\583431a.png], snapped QuickPics (via SDM)"Mr*** is responsible for paying for this service, which at this time, is seriously past due. *** ** ***, General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11081074, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,I have paid this bill in fullEven though I do not approve of their business ethicsI am done with them and will NEVER EVER refer them to any future victims.
*** ***

The request to cancel this part order, which was on a back order, was received from this customer on 1/23/at 4:pm when customer called and spoke with our Accounting Manager, Don R*** When the request was received, MrR*** agreed with the customer that the part order
would be cancelled and a refund would be processedThe customer was informed that it may take about a week before the credit would appear on their account. Our records indicate that the refund in the amount of $was processed on 1/31/18. Please let us know should the customer require any further assistance from usCorrine CC***, General Manager

We received a request from Ms*** to service a Frigidaire refrigerator at *** *** *** ***, on 4/21/with a request for an afternoon appointment. We scheduled the appointment and advised Ms*** that we would contact her the date before service with a 3-hour window
that our service technicians would be in her areaShe was also informed that our technician would contact her minutes before he arrived to let her know he was on the way The customer was told that we would put the time request in, and that once our dispatches were routed for 4/21/that she would receive an automated call at ###-###-####, the phone number she provided. Our automated call service contacted Ms*** at approximately 2:55pm on 4/20/to confirm the 4/21/appointmentThe scheduled appointment time for 4/21/was 9AM-12NoonMs*** did not respond to the confirmation call. (A copy of the confirmation call report is attached and indicates a message was left) . On 4/21/our technician called the customer at 10:AM in an attempt to reach the customer & had to leave a messageAt 11:AM, Ms*** called and rescheduled for Friday 4/24/with a PM requestOn 4/24/15, our technician arrived at 12:41PMHis report stated: "Door was not sealing properly allowing frost to build on the evap coilDefrosted the coil and corrected the door problemProblem corrected.," He left the address at 1:22PM.On 4/28/at 8:AM, Ms*** called to say that the refrigerator was not workingShe scheduled for 4/29/15. When Ms*** received her automated call on 4/28/at 2:45PM, she confirmed her appointment for service between 3-6PM on 4/29/15. Later that afternoon, she contacted our office to request a specific appointment time for 4/29/15. Because of the nature of service in customer's homes, we cannot determine exactly how long each job will take. We did offer to Ms*** that we would be happy to check on the progress of her repairman in the field on the date of service, if she called to see how he was running. We contact our customers the date before service to confirm their appointment time frame, and we call every customer 30-minutes prior to our technician's arrival We understand how important it is to customers not to be inconvenienced by a repair at their home, however, we cannot pinpoint an exact arrival time on the date prior to service because we do not know how long each customer's service issue will take to be resolved. Sincerely,*** ** ***, General Manager

As previously stated, after our technician checked the appliance, he advised the customer that the unit would need to be uninstalled and pulled out so that they could complete diagnosis He informed her there would be an additional labor charge for another technician on his returnThe customer scheduled the date for the return visit, was called to confirm the day before the second visit, and then on the date of the second service cancelledThe customer had incurred a service charge on the first date that she refused to pay when the technician requested payment She told the technician she would pay him when he returned for the second appointment She also told him she was thinking about purchasing a new appliance, instead of repairing this one She did not however, call this office to cancel her second appointment The customer does owe this company for her first visit Corrine CC***, General Manager

We received a request to service this customer from Whirlpool We could not reach the customer by phone, so therefore, sent a message to the email provided, advising the customer that we were trying to contact her as follows: " Please call our office, we are trying to scheduled an appt
for your microwave, our service charge is $plus tax, we have you scheduled for 12/15, our phone ####-###-####, thank you"The customer subsequently contacted us to confirm the appointment Our technician arrived at the home on scheduleHis Post Visit Report follows: "12/15/10:27: there TUE, 9:to 10:22, Unit is not heating at all and magnetron is no powering upSomethng on high voltage side is bad and will need to pull unit down to properly diagnoseRec bringing into shop to repair and test before hanging back upCustomer calling office and refused to pay service charge today and wants to pay on return visit."As you will note above, the customer had an over the counter microwaveAfter, checking the unit out from 9:am until 10:am, the technician advised the customer that he needed to get to the high voltage location of the microwave that could only be properly diagnosed and accessed by dismounting the appliance from it's over-the-counter location In order to accomplish this, it would require technicians He told her he could reschedule her for 12/21/and return with another technicianand quoted her the rate to add a second technician to her jobShe rescheduled for 12/21/At that time, she told our technician that she would pay her service charge when he returned with the 2nd technician to dismount the appliance On 12/21/15, the customer was not available for her appointment Soon thereafter, the customer called the office and asked that a Service Manager call her to discuss the job The customer wanted an idea of the cost of repair in the event the high voltage transformer had to be replacedOur policy is not to provide a written estimate unless the service charge has been paid Although the customer had not paid the service charge, our Service Manager, advised the customer of an approximate cost should that repair be necessary.When scheduling service for a customer, we can only quote our service charge for the call to the customer's home Until our technician fully checks out an appliance, we cannot know in advance when or if, additional man-power will be requiredThe customer is being billed for the initial trip to her home which took place on 12/15/9:59am-10:22am, which is her service charge of $plus tax. Sincerely,Corrine CC***, General Manager

On our first service trip, the gentlemen who was there, told the technician that the unit was not draining and had also been leaking at one time or another Our technician found suds in the washer, which is not after a completed wash cycle, and our technician explained to the customer that over-sudsing can be caused by using too much soap The customer responded that there were 4-different users for that machine and agreed with our technician that that could be the cause of the leakBoth our technician and the customer ran the washer through fill and drain cycles repeatedly, and neither saw any leaks Below is the first visit where our technician noted that he checked the washer for leaks because he was told that it leaked prior to his first visit.3/7/14:55: there MON, 14:to 14:50, FOUND CLOG IN SUMP PULLED OUT TESTED UNIT OK NOW, NO LEAKS, Job Cmpltd, saved tckt [SdLink\613083b.png], cstmr sgnd Dsclmr [SdLink\613083c.png], snapped QuickPics (via SDM)/We can only provide customers a scheduled appointment for a date when there is availabilityOur staff will note when a customer requests a late appointment however, a customer is always told that we can promise an AM or PM appointment, but we cannot promise late PM appointments.Corrine CC***, General Manager

We are sorry *** *** has been inconvenienced by having her General Electric refrigerator repaired due to parts delaysSears contracts with us to provide service to their customers when Sears cannot keep up with their service demands Ms*** purchased a Sears extended warranty, and we
are required by Sears to order all parts from them for their customersOn our initial visit, our technician discovered the refrigerator was shutting on and off due to a malfunctioning control box assembly which was causing electrical problems in the unit Once the control box assembly was replaced, and the unit would not fully come up to temperature, we found it necessary to also replace the evaporative fan motor on *** ***'s refrigerator We could not have diagnosed a malfunctioning evaporative fan motor, prior to replacing the control box assembly which provides electrical to the refrigerator. Again, we apologize that *** *** has been inconvenienced due to parts delays Unfortunately, under her Sears Extended Coverage Contract, Sears requires that we order parts for their customers directly from themAdditionally, Sears will not allow for expedited parts ordering under the contract purchased by *** ***.Corrine C***, General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10422782, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I find this response from Solar insultingThe general manager, *** has not returned one of my calls which tells me she does not care about her customersThe response from Solar suggests that we were told that this was not under warranty and we would be responsible for the billThis is flat out untrueWe were told by the technician, ***, after he spoke with Whirlpool that the warranty was still covered and we wouldn't be responsible for anythingIf I had known it was not covered I would have just bought a new dishwasher then pay $dollars to repair a dashboard. They mentioned the home warranty, that has nothing to do with this situationWe tried to see if the the home warranty would cover it but it had already expiredIt has nothing to do with this situationI in fact did go by the office and spoke with *** where she showed me in the technician notes that whirlpool did tell *** that the warranty was still valid*** agreed and told me that whirlpool makes this mistake sometimesAgain, *** is telling a different story and is misleading what actually occurredShe was not even there. The response to this complaint from Solar is unbelievable and I can't believe a general manager could lack such business ethics and integrity. ***

We are sorry the consumer is not satisfied with our initial response, nor our follow-up response.  Initially the consumer indicated that they spoke to a male dispatcher who made the guarantee that our technician would have the exact part needed, however, the consumer spoke with a CSR not our Dispatcher. Now the consumer is saying they spoke with an African-American CSR.  We do not have an African-American CSR. We have no further comments to add to this matter.  Sincerely,Corrine C. C[redacted], General Manager

We are only asking Ms. [redacted]  to pay our labor to install the parts.  The customer is aware that on our out-of-warranty customers, that we will apply the service charge to the repair when out-of-warranty parts and labor are paid for by the customer.  On 8/31/17, the customer called...

about an error code. We diagnosed the customer needed a rotor, starter and wire harness and the customer paid $102.95 plus tax for that diagnosis. She was given an estimate for the repair and she decided not to have us order the parts at that time, and therefore she did not place a deposit for the order.  She was told that if she wished to order the parts, we would require a 50% deposit on the job. She was told that she could apply the service charge to the parts and labor estimate that we gave her. Last week, we received an LG letter which stated the date of purchase was 9/1/2009.  The attached document with the letter showed that the  unit had a 7 year warranty on 2 of the parts needed, however, that warranty expired on 9/1/2016, over a year ago. After the initial diagnosis was made, the customer contacted LG and asked for a parts concession. LG agreed to give the customer a parts concession on 2 of the parts.  The customer insisted that LG give her a concession for the 3rd part, which she was finally able to get from LG.  We are definitely not requesting that the customer pay for parts that she has received a parts concession for, and the customer is aware that we are only asking her to pay for labor.  What she wants is for us to apply the diagnostic service charge to her labor, which we will not do. Only our COD customers have the ability to apply the service charge to their out of warranty repairs.  This customer is not an out-of-warranty customer.  She has received a parts concessions.   The customer paid for a diagnostic service charge. The service charge can be applied to a COD job when parts and labor are paid for by the customer.  The customer contacted LG after receiving the diagnosis and Solar is not now selling any parts to the consumer, because she is getting them free from LG.  The service charge cannot be applied to just labor on a job where parts are being covered by warranty.  We have not changed our labor price.  We have simply advised her that we could not proceed with the part order, if she could not approve the cost of labor to replace her parts. Corrine C. C[redacted], General Manager

We have received Mrs. [redacted]’s concerns that service on her refrigerator
took too long. We would like to apologize that the customer did not receive the
level of service that Solar Refrigeration & Appliance Service Inc. is
capable of. After reviewing Mrs. [redacted]’s history file on this repair,...

we do see
that the repair was held back on several occasions due to parts issues between
her extended warranty service provider and the manufacturer of the machine.
 Solar received a
dispatch for service on 6/16/2015 and scheduled service for 6/19/2015 with Mrs.
[redacted]. On 6/19/2015, we touched base with the customer to advise of our
technicians later estimate time of arrival on that day. When the technician
tried to service the customer on 6/19, there was no answer at the door or on
the phone. On 6/22/15 our technician returned and after speaking with technical
assistance, diagnosed the customers unit to have a bad power board and valve
assembly.  On 6/29/15, after receiving
parts from the customer’s extended warranty company, Solar returned to install
the power board and valve assembly. During part installation, we discovered
that the customer’s insurance company had sent down an incomplete valve
assembly. Our technician contacted Mrs. [redacted]’s warranty provider and
manufacturer from her home and advised them of the issue with the valve.
Warrantech agreed to ship another valve down. On 7/6/15 we returned to the customer’s
home to find that her warranty provider again had supplied the wrong part. This
time they supplied a water valve instead of a valve assembly. Warrantech was
contacted immediately again, and on 7/9/15 we sent our Service Manager to
install these parts. On 7/9/15, our Service Manager found the unit not cooling
correctly, and a priority shipment was immediately placed. We contacted the customer
on 7/13/15 to confirm a time for 7/14/15 for her service appointment, and the
customer was not satisfied with her afternoon appointment time with our Service
Manager.  We told Mrs. [redacted] that our
Service Manager would contact her to discuss her appointment time, for the next
date. He contacted her and she asked that her appointment be changed to as
early as possible in the AM on 7/14/15, which he was happy to accommodate. Mrs.
[redacted]’s service was completed on that date.
Due to the on-going parts delays, we regret that the
customer did not receive the level of service we are capable of providing and
has every right to expect.
Sincerely,
Corrine *. C[redacted], General Manager

We understand Ms. [redacted]s concern regarding the length of
time she waited for replacement of her microwave frame. When I spoke to Ms.
[redacted] on the phone initially, I explained that the trim on her microwave was a part
that does regularly crack from heat. Because of that, Solar...

requested
Electrolux cover this non-functioning part under warranty coverage. Once the
authorization for the replacement frame was approved by Electrolux, Solar
placed the frame on order. Our parts department is currently expecting the
special order item to be received and this job should be completed no later
than 5/18/15.  Solar will be installing
the frame at no charge to the customer.   Cosmetic parts are considered non-functioning
parts and are shipped by UPS ground service and the cycle time for shipping and
receiving is longer than a functional part (electrical/operational) which is
always shipped air. Additionally, because we had to await manufacturer’s
approval for coverage of a non-functional part prior to placing the order,
there was additional delay in completing the frame replacement.
Solar Refrigeration & Appliance Service sincerely
regrets any inconvenience this issue may have caused. I hope Ms. [redacted] will
contact me directly if she has any further concerns about this matter.[redacted], Service Manager

Solar Refrigeration and Appliance Service did provide
the parts and service on Mr. [redacted]'s appliance when it malfunctioned. Whirlpool,
nor Home Warranty of America, will cover repair costs on Mr. [redacted]’s dishwasher
because they indicate that he is not under warranty. Both companies have also
advised Mr.  [redacted] that he is not under
warranty and is responsible for repair costs on his dishwasher. As the owner of
the appliance, he is, therefore, responsible for the repair costs.  Mr. [redacted] has spoken numerous times to our
Customer Service Manager and Accounting Manager, who are the individuals best
suited for this matter, and they have both advised him that he is responsible
for repair costs associated with his appliance. We cannot absorb repair costs
on behalf of customers. [redacted] General Manager

We are in receipt of the letter from Ms. [redacted], regarding her concerns about her washer repair.  On April 24, 2015, we do show Ms. [redacted] was scheduled between 2-5 pm. At 4:24 pm, our records were noted that she was advised that our technician was running late but would contact her prior to...

arriving. At 6:55 pm, he contacted her, however, he did not get an answer.  When Ms. [redacted] called back on 4/27/15 to inquire about her washer service, she was re-scheduled for 4/29/15.  We would like to apologize for the delay in scheduling and also for the delay in getting her washer back to working order.  We agree that the usual high standards of our service were not met in this instance.As a result of our investigation, we find that our technician should have stayed with the washer until it had completed its cycle to verify the accuracy of the repair.  Additionally, when Ms. [redacted] called back later that afternoon to advise that the washer was still experiencing a service issue, she should have received a follow-up visit right away.   As a result, we have pulled this technician off of his route for additional training, and we have met with our Customer Service team to discuss this situation to prevent future occurrences from happening.  We have assigned our Service Manager to all future services taking place at the [redacted] residence, and have also sent Ms. [redacted] a reimbursement check for her laundry expense.  We understand how disappointing it is when expectations are not met, and we have taken the necessary steps to make sure that this will not happen again.  Sincerely,[redacted], General Manager, Solar Refrigeration & Appliance Service, Inc.

We have spoken to [redacted] several times concerning her inquiry. [redacted] contacted us for service on 11/30/17 with a service request of "not heating". We replaced the belts and pulley and the request for "not heating" was closed and customer did not call us back for a problem with "not...

heating.  The customer was given a lifetime warranty on the belts and pulley replaced.[redacted] contacted us for service on 1/15/18 with a service request of "door latch to dryer broke", which was a new problem. We replaced the strike and door lock. The service request was closed as completed and customer did not call us back for a problem with the dryer door. The customer was given a lifetime warranty on the strike and door lock.[redacted] contacted us for service on 1/29/18 with a service request of "dryer not working". At that time, the customer requested a refund for the "not heating" problem which was corrected on 11/30/17, and for the "door latch to dryer broke" problem which was corrected on 1/15/18.While it is unfortunate that [redacted] is having a new problem with her unit, Solar Refrigeration & Appliance Service, Inc. has no way to determine what else may malfunction in an appliance, or when that malfunction may occur.  We satisfactorily completed the repairs [redacted] requested, and provided the customer with a lifetime warranty on the parts which we replaced.  We cannot guarantee that nothing else will break on the appliance or when that may happen.  When we make a repair, we can only guarantee and warrant the work that we have performed.  We are not, however, insuring the appliance and any and all future malfunctions. Sincerely,Corrine C. C[redacted], General Manager

The customer contacted us on 11/9/17 stating "BROILER WORKS BUT NOTHING ELSE".  On 11/10/17, our tech diagnosed the unit had "ERC(CLOCK) BAD". The customer paid the service charge of $92.95 plus tax, but opted not to have the ERC clock replaced.  On 2/5/18 and on 2/8/18, our...

Service Manager returned the customer's call requesting to speak to a manager. Customer told him that she had had someone else out who put a bake igniter in her oven and it was now working and she wanted her service charge back.  He advised her that we require a receipt from an appliance service company stating that the unit was misdiagnosed, in order to issue a refund. Here are his notes to the customers file:  2/5/18 7:42: 05 there 2/2 FRI, 18:42 to 18:44, after talking to customer she said someone put a bake igniter in oven it worked but she has no receipt of purchasing the part. Job Cmpltd, saved tckt [SdLink\669072b.png] (via SDM)Although our Service Manager contacted the customer back twice; once on 2/5/18 and again on 2/8/18, the customer began calling on 2/8/18 threatening to "blast our company on social media", if an owner didn't call her back.  She was told numerous times, that the individual responsible to make those decisions, was the Service Manager and that he had responded back to her and spoken to her on 2/5/18 and 2/8/18. The customer was given an opportunity to provide a receipt from an appliance service company, which was never provided. Had we done a repair for the customer, and replaced the ERC clock and the unit would not have been repaired, we would certainly have issued a refund. However, when a customer decides to replace other parts on their own, in an attempt to perform their own repair, after our diagnosis, we will not issue a refund. Sincerely,Corrine C. C[redacted], General Manager

How do I respond.I was quoted a price for a tech to come out to fix an over the range microwave. When he came out he told me it would take two techs to remove the unit and bring it to the shop.. Two techs  would mean two fees would be charged, even though I cancelled the second appointment the same day, the techs did return. I was not given a quote of two techs. And the unit is not fixed. I should not have to pay a fee

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11295727, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The resolution by the business misinterprets my complaint. I am frustrated with the amount of time wasted on my part because Solar Refrigeration has twice failed to fix my washing machine properly. It is true that we have had problems with appointment times because of my work schedule, and I noted my difficulties when scheduling these calls. The customer service people promised to put in the notes that I would not be available until after a certain time, and the technician disregarded these notes and came when I was not available. It is also true that my brother was in the shower once when they came over. This was not Solar Refrigeration's responsibility, and I understand why that visit fell through.The issue that I am most concerned about is that Solar Refrigeration improperly fixed my washer, causing a leak, then came out and failed to fix the leak. I felt that twice failing to fix my machine properly would make my problem a priority and they would send someone out immediately to look at it again. They did not make me a priority and wanted me to wait three days. I contacted the Revdex.com because I felt disrespected and because Solar Refrigeration is not owning up to their own mistakes, and I just want this problem taken care of.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12141167, and find that this resolution is satisfactory to me. 
Regards,
[redacted]