Cambridge Towel Company Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12207270, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.After reading Mr. C[redacted] response, I'm not reading anything other than the script I received originally before I filed my complaint.  This is nothing more than a scripted response with no resolution provided.  To simply reply with their "diagnosis fee" is non-refundable is not acceptable.  If services were rendered then that fee may be eligible for no refunds.  My complaint originates from the point that a diagnosis was never given.  The technician simply confirmed what I already was aware of before they walked in my door.  After struggling to figure out our machine details, or how to diagnose with LG on the phone, I was given their list of additional charges needed to complete the task.  The repair specialist I hired to repair our washer arrived with parts in hand, no second technician needed, the issue fully resolved in less than one hour and for less than half the pricing Solar requested.  All genuine LG parts were used for my repair.  One visit, no second technician and less than half the price.  That is what I consider services rendered.  Solar did not provide what I paid for.  Again, confirming what I told them was the issue when I called to make the appointment and only then to request a second appointment with extra charges is not professional or what is considered services rendered.  Their "diagnosis fee" designated non-refundable is unacceptable when that was not mentioned as I made the initial appointment and no resolution to my issue was provided.  I don't spend money for confirming what was already known and no repair or resolution was made.  This is not the first time this script and business model has been used by Solar to charge, and up-charge, customers for items that should or may be resolved in one visit. What Solar provided was not what a paying customer expects.  This complaint has yet to be resolved.  I am willing to negotiate a proper resolution, but to refuse any action on their part says more about their business model than anything or what took place during my unsuccessful service call.  
Regards,
[redacted]

The response provided by Solar Appliance is a flat out lie.  The african american receptionist promised me she would forward notes to the tech and if there were any issues or conflicts that I would be contacted since they couldn't be out till 4 days later.  Their policy may say one thing but I would love a recording of my phone call with from their end to see how it differs from my recording.  They either need to train their receptionists better or admit they are committing fraud.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11735364, 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,
[redacted]

When the consumer called he spoke with a Customer Service Representative who advised him that we do not make guarantees that all parts needed will be on the truck that day for a repair that day.  We advise every customer that our technicians have a company-issued truck stock based on the most-used parts on that route.  We have a scripted response that all Customer Service Representatives follow based on a consumer's questions regarding service.  Additionally, the customer did not speak with our Dispatcher when he called in. He spoke with a Customer Service Representative. However, regardless of whom he may have spoken to, he would not have been guaranteed that the part he needed would be on the truck.  He would have been told that our technicians carry truck-stock based on the most commonly used parts on that route.  The part needed on this repair was a special order part and not a part on truck-stock inventory.Sincerely,Corrine C. C[redacted], General Manager

The dispatcher and I talked confirming the heating coil was bad.  She agreed one would be on the truck when the tech ca me out.  He arrived checked the coil confirmed it was bad and did not have a replacement as promised.  I told them "DO NOT COME OUT IF YOU DO NOT BRING PARTS."  I got the part the next Monday for 60 when they wanted 400 dollars before labor.  If they didn't have the part they should not have come out.  They did no work byt billed 300+ dollars.  SCAM CITYRevdex.com:
I have reviewed the response made by the business in reference to complaint ID 11735364, 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,
[redacted]

We are sorry that [redacted] is not happy with our response to his inquiry. [redacted] requested we send our technician to his home to diagnose the problem he was experiencing with his LG Washer.  After troubleshooting the appliance, speaking with LG technical assistance, and spending over 1 hour and 45 minutes at the LaRose home, our technician provided [redacted] with his diagnosis, which he opted not to proceed with.  As previously noted in our 6/25/17 reply, [redacted] owns a "stacked unit", meaniang the dryer was installed on top of the the washer.  In order to perform the repair that was necessary for this LG washer, the dryer would need to be uninstalled and removed for the tope of the washer, in order to achieve this repair.  [redacted] was informed that should he wish for Solar to remove it for him, we would need to send two technicians on the return trip, and that there would be an additional charge for the second technician. The other option given to [redacted], was that he could uninstall the dryer on his own, prior to the repair being performed.  This would have resulted in no additional charge for the second technician.  Solar provided the diagnose requested by [redacted]. The service charge paid by [redacted] is, therefore, not refundable.Sincerely,Corrine C. C[redacted], General Manager

The consumer has not provided an invoice from another servicer indicating what service was performed, nor that the previous service the customer had was done in error.  To this date, that documentation has not been received by Solar.  Our previous position has not changed.Corrine C. C[redacted], General Manager

We apologize for our late response, but somehow missed the initial inquiry.  When customers call for service, they are advised that our technicians carry parts on their trucks based on inventory of most-commonly used parts. When special-order parts are needed, we do not order parts until we...

have determined by diagnosing the problem when in front of the appliance.  Our Customer Service Representatives would not guarantee a customer, prior to receiving a service call at their home, that we will have the exact part or parts needed on our service vehicles. While we prefer to complete the job on the first trip to the customer's home, sometimes it is not possible, when it is a special order part, and is not a part that most customers need. At the time the customer called for a service request, our Customer Service Representative advised the customer that there would be a charge to come out to diagnose the problem, and that the service charge would be applied to the repair if parts and labor were needed.  At no time, did our Customer Service Representative guarantee the customer that the part he needed, would be on the truck, and that it would be installed on the same date.Corrine C. C[redacted], General Manager

I am done. Since they have cashed my check I assume they will make no adjustments on the billing. The only thing that I can do is alert consumers of their shady business ethics.

Because Solar Refrigeration and Appliance Service, Inc., goes to great lengths to provide the highest level of customer satisfaction and service, we take [redacted] comments very seriously, especially the claim that we are no longer recommended by Samsung.  To clarify, we are Lowes...

authorized servicer and perform service for Lowes' customers.  When a customer contacts Lowes, we would be recommended by Lowes. We do not provide in-warranty service for Samsung, and therefore, the reason why Samsung would recommend a different servicer to the [redacted] when the [redacted] chose to call Samsung instead of Lowes.Solar completed service on the [redacted] Samsung refrigerator, on June 15, 2017 for water leaking on the bottom of the refrigerator.  The warranty on the work performed was 90 days on labor, and lifetime on the parts installed.  The Customer's Statement Of the Problem says that on July 24, 2017, another service company came to their home. However, it was not until August 24, 2017, that the customer called us and stated that they wanted a refund because another servicer had come out and told them that our technician had misdiagnosed their repair.  We requested the customer provide us with a copy of the service diagnosis invoice from the other company that the customer said had been out.  The customer did not send the repair invoice that was requested, therefore, on September 27, 2017, we closed the customer concern ticket.In mid-November, Solar received the attached invoice from the customer. The invoice attached is dated November 8, 2017 and mailed on November 8, 2017.  There is no description of service requested, nor any description of service performed, and does substantiate the customer's claim that the work previously completed by Solar on June 15, 2017 was not needed nor was the refrigerator misdiagnosed. On December 7, 2017, four months after the August 24, 2017 phone call with the customer, the customer called again to request a refund and the customer was advised that we have never received any documentation substantiating the customer's claim that the work completed on June 15, 2017 was performed in error.  Corrine C. C[redacted], General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10713397, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 CORRECTION:  On 6/19/2015, my initial appointment with the vendor, technician never called nor showed up at my home.  I was there ALL DAY waiting on him.  I called the office at 4:36 pm, because his initial time had passed, as well, as the time the office had told me he was coming due to running late.  I was reassured the tech would be there that day.  My phone never rang, nor did anyone knock on my door.  My husband informed them my phone never rang, but they apparently took the techs word.  I am attaching my phone bill history for the full day of 6/19/2015, showing He never contacted me.  The only calls it shows is when the company contacted me at 2:29 stating tech was running late, and then when I contacted them at 4:36.  The other calls starting at 5:54, was my attempt in hoping someone at the business would pick up the phone.   There was no answering service, no voice recorder, nothing!!!Second of all, when you are having issues with a customer and performing a job the company's "level of service" expected, you don't come to the customers house without checking your part, nor should you put them at the end of your service calls and make them wait yet another week, then another, then another.  Taking 5 weeks to repair a fridge is very unacceptable for anyone.  NO ONE should be made to go without their fridge/freezer for a month, yet we did.  And for the first time, on 7/14, yes they finally did accommodate us.  Only after I called and ended up crying because we could not due that evening because our grandson was being born and his life was at risk, so we were out of town.  Oh, and I mentioned I contacted Revdex.com.  It shouldn't take me breaking down a month later to get someone to do what they are supposed to do.  SHAME ON YOU!!!!

We understand the concerns regarding the status of the Thermador Range owned by [redacted]  Our Service Manager has been to the Ross home several times during the repair process.  As the repair progressed, our service technician and our Service Manager found that in many places on...

the appliances, the brass nuts attaching parts requiring replacement had seized which would require additional parts being needed in order to complete the repair.  In addition to the venturies being seized, resulting in an inability to replace the control board without replacing the venturies, we found that the gas line connecting the shut off valve to the venturies was also seized, which would have also required additional parts and labor.  Sometimes with age, we find brass nuts will seize and cannot be freed, requiring it necessary that additional parts be replaced.Our Service Manager has contacted the customer numerous times by phone and has only been able to make contact with [redacted] who has told him to contact [redacted] at his work.  [redacted] told our Service Manager that [redacted] was handling this matter.  She advised that [redacted] could not use a cell phone at work as he works in a government position, and she provided us with his office phone number, which we have called numerous times.  In addition, we have also sent an email trying to make contact to determine how [redacted] wanted to proceed.  [redacted] has not returned any messages.As [redacted] has never responded to our phone calls or email, we have issued a refund of $332.00 to the original credit card payment, which was the deposit the customer paid for parts and labor. We regret that the [redacted] Thermador Range remains unrepaired, however, additional repair costs would be necessary in order to get the unit operating properly.Sincerely,Corrine C. C[redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12555505, 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,
[redacted]
  There are some simple facts.   Solar's repair rep did in fact preform unneeded repair, the amount charged was excessive and the repair did not correct the problem. These three facts were proven true by the follow up from a different repair company.   Solar's response did not address any of these three issues but simply depended upon "process" to refuse the claim.

Our initial response to this consumer's request for a refund has not changed.  The consumer has never provided documentation to substantiate their claim for a refund.Corrine C. C[redacted] General Manager

We certainly understand Mr. [redacted] concern with receiving a bill after he requested service from Whirlpool on his Whirlpool Dishwasher.  His service request was dispatched to Solar Refrigeration and Appliance Service, Inc., by Whirlpool Corporation as a warranty service call. When we invoiced...

Whirlpool for the service on Mr. [redacted] dishwasher, Whirlpool rejected the claim as not covered.  Whirlpool has advised us that Mr. [redacted] dishwasher was purchased in 2004, therefore, the dishwasher is now 10 years old.  While they cannot determine why they transmitted the dispatch to Solar as a warranty dispatch, they advised Solar that their Customer Service Representative discussed the fact that his unit was 10 years old and not covered under his manufacturer warranty any longer.  They also advised that when they placed their request for service, the [redacted]'s were told that they would be responsible for repair costs.On Friday, January 16, 2015, after receiving his invoice, Mr. [redacted] called and he spoke directly to [redacted], our Customer Service Manager and to [redacted], our Accounting Manager. who both explained to him that, unfortunately, Whirlpool had rejected coverage on his appliance.   Mr. [redacted] said that he wanted to speak to the owner.   Mr.  [redacted] told him that as Customer Service Manager, he was the individual most suited and responsible to respond to Mr. [redacted]'s concerns.  Mr. [redacted] asked him if  Solar would absorb the repair costs for his dishwasher, and Mr. [redacted] was told that we would not be able to do that for him.  Mr. [redacted] warned Mr. [redacted] that he would send a complaint to the Revdex.com, if we would not absorb his repair cost.  During that phone call, Mr. [redacted] insisted that Mr. [redacted] "ask the owners if Solar would cover his repair costs".  Mr. [redacted] told him that while he would let the owners know about the situation, that the invoice would still be due.  Mr.  [redacted] insisted that Mr. [redacted] call him once he had had a chance to speak with the owners. Mr. [redacted] advised him that he would be happy to call him back once he had done so.  Mr. [redacted] did return Mr. [redacted]'s call on January 21, 2015 and, again told him that Solar would not be able to absorb the repair costs for his dishwasher. Mr. [redacted] again warned Mr. [redacted] again that he would send a complaint to the Revdex.com, if would not absorb his repair cost. Also, on that same date, Friday, January 16, 2015, Mr. [redacted] called our Accounting Department and spoke to [redacted], one of our Accounting Clerks.  He told her that he had an extended warranty on his dishwasher with Home Warranty of America.  He asked her to contact Home Warranty of America on his behalf and ask them to pay his bill.  [redacted] did contact Home Warranty of America and spoke with [redacted], who advised that Mr. [redacted] must first pay Solar for his repair and then submit it to Home Warranty of America for reimbursement directly to him.  [redacted] called Mr. [redacted] back and told him that.  Additionally, [redacted] said she would also call him and tell him their process. Later that day, Mr. [redacted] called Mr. [redacted] again and also had Home Warranty of America on a 3-way call.  Home Warranty of America told Mr. [redacted] that his contract had  expired and that they would not cover his repair cost either.On Friday, January 23, 2015, Mr. [redacted] came to our office and spoke with [redacted] in our Accounting Department who explained again, why he was invoiced. He insisted he wanted to see an owner because he wanted Solar to absorb the cost of his repair.  [redacted] told him she would pass his message to the owners. however, the Customer Service Manager and Accounting Manager were the individuals best suited for this matter. She made both Managers aware of Mr. [redacted]'s visit.  On Monday, January 26, 2015, [redacted] called Mr. [redacted] again and told him that Solar would not be able to absorb the cost of his repair.  Again, he warned Mr. [redacted] that if Solar would not absorb his repair cost, he would send a complaint to the Revdex.com.  Solar Refrigeration and Appliance Service did provide the parts and service on Mr. [redacted]'s appliance when it malfunctioned. Unfortunately, neither Whirlpool, nor Home Warranty of America, will pay his repair costs on his dishwasher. As the owner of the appliance, he is responsible for the repair costs. Therefore,  we are unable to absorb Mr. [redacted]'s repair costs on his dishwasher.[redacted], General Manager

This consumer contacted us on 6/12/17 and requested service for 6/13/17. The customer was advised that there would be a service charge of $102.95 plus tax for our technician to come to his home for the diagnosis of his LG Washer.  Our technician arrived at 11:23 am and left at 1:10 pm....

 During the service call, our technician contacted the LG technical service line to discuss the malfunction issues with the consumer's washer.  As you will note from the Post Visit Report below, our technician advised the customer that because the unit was a "stacked unit", meaning the dryer was  installed on top of the washer, the dryer would need to be uninstalled, prior to service access for making the repair could be achieved.  He gave the customer the option of either removing the dryer himself, however, our technician did advise the customer that if he decided he wanted our company to uninstall the dryer, we would need to send a second technician, as uninstalling the dryer, and then re-installing it, would require two technicians.  It is not oftenthat two technicians are required for a repair, however, in the case of a stacked unit, many times the dryer must be removed in order to repair the washer.We cannot speak to the comment made by [redacted] regarding another customer, as we would need the other customer's information to determine if a second technician was necessary on his neighbor's appliance.The service charge paid by [redacted] is not refundable. Solar provided the diagnosis that [redacted] requested.   Corrine C. C[redacted] General Manager