Campbell Appliance Heating & Air, Inc.

Complaint: ***
I am rejecting this response because:The technician was incorrect regarding the age of the refrigeratorHe said it was several years older than it actually wasThe refrigerator is fine now that I have had ir repaired professinallyI am not going to argue refrigerator repair as I am not an expertThe company I called out the second time is and they have repaired the refrigerator and also replaced a part on the ice makerAfter the Campbell tech came out he not only got the refrigerator age incorrect, checked the ice maker and lied about the gears being stripped and the condition of the gasket, but large amounts of water sprayed out of the ice maker after his visit and froze the top part of my refrigeratorHe was incompetent and I am not paying for parts I did not need without taking this further
Regards,
*** ***

To whom it may concern, I am responding to the letter of dispute made by Mrs.***. On 1-27-Mrs.***contact our office stating her Maytag Fridge is leaking. We sent our technician to her home to performa diagnosis. Our technician found thatthe defrost thermostat
and defrost thermistor were not working. As well he advised Mrs.*** that herfridge door gasket was worn out and should be replaced. Our technician Kenney quoted Plus taxminus for our coupon. Mrs.*** advised *** she wanted to place the order for theparts. We collected a deposit for283.08by check and was to be due upon completion. Mrs*** requested service for1-31-15, our technician advised Mrs.*** that we would try to get backout as long as her parts arrive by that date. On 1-30-her parts were still not in and we advised Mrs.***that we will call her as soon as her parts arrive. She was fine with that and just let us knowSaturday service is what will work best for her. On 1-6-Mrs.*** called our officevery upset and the parts department and Management were not in due to it beinga Saturday. We had her technician ***call her and advise her as soon as the parts department made it in Mondaymorning we would call her. Per our technician***, she told him that she does not want us out to her home nor does she wantto speak with us and if he comes out to her home she will kill him. In Mrs.*** dispute, she states she lost it when wetold her we did not order an icemaker. Iam attaching her signed invoice and she did not pay for an icemaker She paid for a defrost thermostat, defrostthermistor and a door gasket We contacted Mrs.*** on 2-9-and advised her wehave received her parts and will be happy to accommodate her scheduled to get atechnician dispatched out to her home to get her parts installed. We cannot refund due to the fact parts havebeen order and received. We secure a depositto cover for the parts. If she isadamant about not allowing us to follow through with our contract we will behappy to deliver her parts to her. Thank you *** ***

Due to the customer not wanting to go through with repairing the microwave, Campbell has offered to only charge the labor that was put into the microwave and refund the remainder of the deposit. Campbell will deliver the microwave with out the new parts if the customer prefers. Campbell is not able to deliver the microwave with the new parts installed because they have not been paid for by the customer. Tell us why here...

Tell us why here...All repairs for March 30, 2015 we complete on March 31st,2015.  If there were additional issues,we were unaware.  [redacted]. [redacted] did not calloffice again until July 6th,2015. On7-6-15 after we installed the new air handler, the new unit was cooling when weleft.  On...

7-9-15 we were advised the unitwas not cooling again.  We sent our technicianback out and found that the newly installed expansion valve was clogged and neededto be replaced with an exact replacement expansion valve.  We ordered the part on 7-9-15 we received thepart on 7-17-15.  We called [redacted]. [redacted] on7-17-15 and asked us if she would allow us to come install the part.  [redacted]. [redacted] was very rude and told us to shovethat part up our ___..  On 7-20-15 Mr.[redacted] called our office and asked if we could come install the part.  On 7-21-15 we installed the warranty part andthere unit is now cooling.  I called [redacted].[redacted] on 7-22-15 to make sure unit was still cooling their home.  [redacted]. [redacted] advised me there home is cooling.  Ouroffice advised [redacted]. [redacted] we had not received the part yet and we would callher as soon as we received the part.  [redacted].[redacted] did not want to listen to that and was very rude with her words andrequested that we come remove her unit. I advised her she was under warranty and we cannot just come remove theunit we installed and as soon as we receive the part we will get it installed. Wewill not be able to issue a refund for the unit, or compensation for which sherequested.

My Area Service Manager was able to reach Mr. [redacted] this morning & resolved the matter. We are scheduled to complete the service call 1/22/16. Which is Mr. [redacted] earliest convenience

Campbell Appliance is very sorry for any negative experience you have encountered with our services. Unfortunately, we are not able to give a refund or pay for another company to repair it for you.

Complaint: [redacted]
I am rejecting this response because:  It is merely a reiteration of Campbell's self justification.  Based on the two stories, either the capacitor was grossly over priced (Story 1), or the effective labor rate of $389 per hour was unreasonably high (Story 2).  I have agreed that after hours work should result in a premium.  We just differ on how much premium is fair and reasonable.  Using your logic, the technician should have received the entire $389 I paid for his one hour he spent in support of my problem.  After all, Campbell had already received the premium on the service call and any parts markup.  I feel confident that some, if not most, of my $389 labor payment lined the company coffers.  I feel we are now beating a dead horse since you have reconciled your business practices to yourself.  All I can say is "you got me this time, but never again".  Please don't refer any potential customers to me for reference.
Regards,
[redacted]

CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU MAY HAVE ENCOUNTERED WITH OUR SERVICE. OUR SERVICE FEE IS $55 WAIVED WITH REPAIRS. WHEN A CUSTOMER ORDERS A PART TO BE INSTALLED, WE CANNOT RETURN THE PART FOR FREE. THERE IS A RE-STOCKING FEE. OUR MINIMUM LABOR FEE IS $129.00. OUR...

INVOICES DO STATE THAT ALL SALES ARE FINAL AND THAT NO REFUNDS WILL BE GIVEN ON DEPOSITS. WE DO APOLOGIZE THAT THE PART WAS PUT ON BACK ORDER, BUT I SHOW IN OUR RECORDS THAT YOU CONFIRMED WITH THE OFFICE THAT YOU WERE OK WITH IT BEING ON BACK ORDER AND THAT YOU STILL WANTED SERVICE.  AS FOR OUR INVOICES, THEY ARE ELECTRONIC. WHEN A TECHNICIAN HANDS THE PHONE TO OUR CUSTOMERS TO SIGN, ESSENTIALLY IT IS UP TO THE CUSTOMER WETHER OR NOT THEY WANT TO READ THE TERMS AND CONDITIONS, WHICH ARE RIGHT BELOW THE SIGNATURE SPOT. UNFORTUNATELY WE CANNOT ISSUE A REFUND. WE WOULD BE MORE THAT WILLING TO MAKE THE REPAIR RIGHT AND FOLLOW THROUGH WITH THE INSTALLATION OF THE PART, BUT AS NOTED IN YOUR COMPLAINT, YOU HAVE FIXED IT YOURSELF ALREADY.

Complaint: [redacted]
I am rejecting this response because:  As near as I can tell you are suggesting the vents froze over after your tech left.  This just confirms my suspicion that refrigerators are not your company's strong suit.  Again, the vents were frozen over due to the GRADUAL build up of ice over several days or weeks.  The vents were frozen over while your tech stood there and peered into the refrigerator.  He DID NOT inspect the vent at the bottom of the unit, he DID NOT inspect the condenser unit which was also iced up.  Bottom line, your tech did nothing except drive over.  At the time your tech was on site the temp in the refrigerator was over 70 degrees and had not cooled any in the 4 hours before his arrival.  Obviously something was wrong but as you pointed out he wrote on the receipt that nothing was wrong.  In the end I had to go onto YouTube to diagnose the issue and fix it myself.   Your response to this complaint is insulting and seems to suggest I am making up this issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We called them back and told them we wanted a full refund, they came here more that 12 times and failed to fix the problem and because the ice maker over flowed twice they caused more damage. As of now, because of the over flow of water, the ice dispenser no longer works either.  This worked before and we were able to buy store ice and put in bin and dispense ice for drinks.As for the check they say they sent we have never received it, nor did we agree to that amount.  I called twice and requested to speak to manager and and never received a call back.  I even called Austin Campbell Appliance Heating and Air Inc. and explained what had happened to them and they said they would call on my behalf and they were sure that the manager would get in touch with me. We would like to get this settled. I have no problems being out the money for the call for $54.07. However $248.92 was charged and they never came close to fixing the problem. It was totally your company's choice to keep attempting to fix it. It was definitely not convenient for us and at the end we were so mad because your company flooded our kitchen and made our dispenser not work! 
Regards,
[redacted]

IN RESPONSE TO MRS. [redacted] COMPLAINT HER LABOR WARRANTY HAS EXPIRED BUT SHE DOES STILL HAVE PART WARRANTY.  WE INFORMED Mr. [redacted] WE WOULD BE HAPPY TO FILE WARRANTY AND REPLACE HIS CONDENSING COIL UNDER WARRANTY EVEN THOUGH IT WAS DAMAGED FROM A NEIGHBOR POWER WASHING HIS CONDENSING COILS...

AT AN ANGLE. HE THEN STATED THAT HE WOULD LIKE TO HAVE A HEAT PUMP. WE TOLD HIM THAT WE HAD A USED HEAT PUMP IN STOCK AND WOULD BE WILLING TO COME AND INSTALL IT AND RUN NEW THERMISTAT WIRE AND GIVE HIM A 1 YEAR WARRANTY.  HE AGRRED!! FURTHER MORE I WOULD LIKE TO ADD THAT THE AQUSATIONS OF WIRES BEING BURNT UP CAUSING THE UNIT NOT TO HEAT ARE FALSE AND UNTRUE! CAMPBELL APPLIACE WENT TO THEIR RESIDENCE AND INSPECTED THE AIR HANDLER AND PHOTOGRAPHED THE INSIDE AIR HANDLER WHERE THEY WERE BEING TOLD BY TEMPLE HEATING AND AIR THAT IT WAS ALL BURNT UP. NOTHING WAS BURNT UP HOWEVER THERE WAS A RAT ON THE HEATING ELEMENTS CAUSING A SHORT IN THE HEAT SEQUENCER. CAMPBELL APPLIANCE REPLACED THE HEAT STRIPS IN THE UNIT AT NO CHARGE TO THE [redacted]. WE HAVE WENT OUT AND COMPLETED THIS WORK!

Complaint: [redacted]
I am rejecting this response because:First of all, we were never offered for the unit to be replaced with another preowned unit by anyone from Campbell's Appliance. The only response we were told by [redacted] was for us to put the unit on the Craig's list for sale.The unserviceable unit was removed after the technician from Campbell's Appliance informed us that the air compressor was not working and needed to be replaced. The unit was removed by another vendor after numerous attemptsto contact Campbell's Appliance. Phone records indicates the number of calls that were placed to Campbell's Appliance with no response. The reason we were force to replace the unit after two weeks of unbearable heat, my wife and I are both disabled.Again we were never offered another condenser by anyone from Campbell's Appliance.Phone records are available upon request.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 1. I don't know how Campbell Appliance came to the conclusion that replacing the water value and repairing the ice maker were two separate issues.  I called them for one issue only, and that was to repair the ice maker.  After charging the money that they said they needed to repair the ice maker and after three visits, the ice maker is still not working.  Therefore the service that they rendered was either incorrect or insufficient.2. When the technician called me, he told me that in order for the ice maker to work, the water valve needed to be replaced.  He did not tell me that after the water valve was replaced, the ice maker would still not work, and it would cost me another $268 to replace it.  If he had told me, I would have chosen not to do any work at all.3. What Campbell Appliance says in the rebuttal is not close to the truth.  The technician only called me once, and that was after the first visit when he told me that the water valve needed to be replaced.  After the second and third visit, he never called to tell me that the ice maker was still not working.  I had to call the tenant each time to find out the truth.  After the third visit, when I called the tenant, she told me that the ice maker still did not work.  I called the Campbell Appliance office, and that was the time that I was told that the ice maker needed to be replaced and I needed to pay more money.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:No one from management has ever spoken to me about this damage.  They sent out a "supervisor" to inspect the damage who was more like a glorified technician to take some pictures and report back to the office.  A few days later I got a phone call from the office stating that management feels like its not their responsibility and I should file with my insurance.My refrigerator has been hooked up for 10 years and has never had any leaks from the wall where it connects to the water line.  Only after the service person made repairs to my unit did we have the leak.  For the company to deny responsibility for the damage reveals a lack of business integrity.  For them to recommend me calling my insurance company is a joke.  There is no way an insurance adjuster could assign fault or no fault for this type of damage because I used to be an insurance adjuster.  The company is running from their responsibility and hoping that I will just give up and go away.  Well, I am not going away!  Please do the right thing.
Regards,
[redacted]

Campbell Appliance Heating & Air was first called out for service on 11/30/2015 for a refrigerator not cooling. The technician diagnosed the refrigerator as needing to have the compressor start components replaced & the total for that repair was $246.81 which the customer agreed to.At the...

end of this service the customer asked the technician if the Ice Maker would work following the replacement of the start components. the Technician advised the customer he would need to allow 24 hours for the refrigerator to cool enough to reach the temperature needed in order for us to test the Ice Maker, but that if it worked prior to the cooling issue he shouldn't have any problems with it.On 12/9/15 Campbell Appliance Heating & Air was back out because the Refrigerator's Ice Maker was not working. The technician found it to be a separate issue from our original service when we replaced the start components. The customer was advised that in order to get the Ice Maker working we would need to replace the Emitter Boards & was quoted $268.00 which he approved & paid a deposit of $134. We followed up, installed the emitter set, & collected the balance of $134 on 12/14/15.At this point all services have been rendered. If the customer is needing further service we would be happy to go back out for him however we are only able to provide warranty service on the repairs we have made.

Campbell Appliance is truly sorry that the customer feels this way. At this time, there will be no refund offered. Campbell has tried to work with the customer on several occasions and the customer has turned down any offers. Campbell has already installed 2 condensers and has pictures of the condensers installed. Campbell is more that happy to install the air handler that the customer purchased at the customer's earliest convenience.

Complaint: [redacted]
I am rejecting this response because: Campbell Appliance told me that the ice maker was not working because the water valve needed to be replaced, but after they replaced the water valve, the ice maker still did not work, and after I found out that the ice maker still did not work, they told me that the ice maker needed to be replaced.  Campbell Appliance originally told me that replacing the water valve would repair the ice maker which turned out to be untrue, therefore the service that they provided was either incorrect or inadequate.  I should not pay for the mistake that Campbell Appliance made, and for that reason I ask for a refund.
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you have encountered with your service. We try our absolute best to accommodate all our customers and make them all happy. Unfortunately we are not able to give a refund since services have been rendered.

Mrs. [redacted] did not respond back agreeing to what Campbell Appliance had offered her. Since Campbell Appliance did not get any response, Campbell Appliance stopped payment on the first check in which Mrs. [redacted] claims she did not receive and issued and mailed another check for the same amount that was agreed in the first place, $ 141.50. Mrs. [redacted] has all new parts in her possession and services have been rendered. If Mrs. [redacted] has had any other issues regarding this matter, Campbell Applinace would have been happy to go out and fix her refrigerator, however Mrs. [redacted] has elected not to have Campbell Appliance at her residence. Campbell Appliance would like to take this opportunity to apologize for any negative experience Mr. & Mrs. [redacted] has had with Campbell Appliance!

We have been trying to reach Mr. [redacted] to get this matter resolved. However we have been unable to. Unfortunately we have not been able to come an agreement on payment & before I confirm payment has been made or will be made at the follow up I am unable to schedule completion of the service. I...

do have the parts needed to complete the service & can schedule it for as early as tomorrow. However until the matter of payment is settled I'm unable to do so. I will continue to try to reach him until I am successful. Further more Mr. [redacted] has my office number as well as my personal & I welcome a call from him at his earliest convenience so we can get everything worked out. Thank you very much.