Campbell Appliance Heating & Air, Inc.

As stated before, Campbell Appliance is very sorry for any negative experience you have encountered with our services.  Our after hours fee is $89 to come out and diagnose the issue. That is not waived with repairs because it is after hours. When customers call in after hours, they pay extra being after hours, not ony for the service fee but also the job itself. Had you not went through with repairs you would have only paid the $89.00 afterhours service fee. Campbell appliance is sorry you feel as if you received two different stories, however infact both of which you were told, were correct. We do not itemize our jobs and the the cost of labor, part,and the job itself is all correct. We feel that if you were unsatisfied with the cost, you should have just paid the after hours fee and called another company out. We do our best to make our cusomters happy but we cannot operate this business for free. It cost money to operate a business, to have 20 plus trucks on the road, to pay the technicians, to pay the office, to pay for advertising and all the bills that come with it.

Campbell Appliance will not be offering a refund. The customer has chosen to take Campbell to court, so Campbell is going through the legal system as the customer requested.

Complaint: [redacted]
I am rejecting this response because:
This is a response and not rejection as the business has resolved the issue with the Freezer but could not fix the Stove on 1/22/16. Awaiting the next co-ordinated effort and plan from the business to finish the job and close the chapter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The poor communication was solely on Campbell Appliance. They were given my phone number and email address as well as the number of my property manager. They were instructed to contact either of us and NOT deal directly with the tenant. It is NOT the tenant's responsibility or burden to handle repairs on my property. Campbell's reviews by other customer's speak the same or similar complaints as mine. How can a business continue to blame the customer and accept no fault of their own? This matter will probably have to be resolved in the court system.
Regards,
[redacted]

Campbell Appliance truly apologizes for any inconvenience with the customer’s repair. Our records show that an appointment was created February 9, 2017 and our service manager followed up the next day and repaired the customer’s dishwasher. We are more than happy to send the service manager back out...

if the customer is still experiencing any issues with her dishwasher. Again, Campbell Appliance truly apologizes for any inconvenience.  Tell us why here...

Campbell Appliance is very sorry for any negative experience you have encountered with our services. We have been in business since 1959 and try our best to make all our customers happy. After talking to the technician and the office I am showing this to have been resolved over the phone with Mr....

[redacted]. Your file shows that Mr. [redacted] talked to the office manager and he felt the $ 195.41 refund is fair. I also show we did not charge a service fee due to this misunderstanding and miscommunication of the part warranty issue. We did however charge you for the labor which is $204.59. Please give 7-14 business days to receive your refund. Again I do apologize for any negative experience you have encountered with our services. if you have any future problems with your unit please just give us a call and we will certainly get it taken care of! Thank You for your business!!

Complaint: [redacted]
I am rejecting this response because: Even though we were on the schedule for today the technician never showed up. We also did not receive a phone call in the morning informing us of our two hour window for the arrival time of the technician. We also did not receive a phone call from Campbell Appliance informing us that the technician would not be here. No communication or technician today. This appointment has been scheduled for one week and we were told that a supervisor was supposed to be here today.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: In order for Campbell Appliance to be here when the refrigerator is not working they would have to sit in our driveway and wait for the temperature  to drop.  This problem is intermittent and not on a schedule. The temperature does not drop at the same time everyday. I do not call Campbell because we have been told stories the whole time we have been dealing with them. We have not always been available but at other times we have had an appointment and they did not show up all day or call. If we schedule that morning for that day changes are the refrigerator would not be freezing when they get here. We do not want them back out here.
Regards,
[redacted]

CAMPBELL APPLIANCE DOES NOT TYPICALLY CLOSE ACCOUNTS ONCE THE INVOICE HAS BEEN SIGNED AND PARTS HAVE BEEN ORDERED. ESSENTIALLY ONCE PARTS HAVE BEEN ORDERED THE CUTOMER IS HELD REPONSIBLE FOR THEIR PARTS. WE DID NOT AGREE TO CANCEL SERVICE PRIOR HOWEVER SINCE IT WAS OVER LOOKED AND THE SERICE FEE WAS...

DEPOSITED WE WILL GO AHEAD AND CLOSE THIS ACCOUNT AS THE SERVICE FEE HAS BEEN PAID.

Again, Campbell Appliance is very sorry for any negative experience you may have encountered with out services. Campbell Appliance is thankful for your business but is unsure why you would have our technicians back out to do your HVAC service agreement after the fact you had such a terrible experience with our business with this refrigerator repair. Campbell appliance was told a different story by the woman at the residence at the time of service. The technician states that he was told by the woman there at the time of service, you had water leaking under your fridge, that you pulled the fridge out to see what was going on and in the process something happened when the fridge was pulled out and Freon starting spewing out. He states, at the point, is when the woman picked up the phone to schedule an appointment. Now, this is all he said, she said. The point of that matter is that your parts are no longer under warranty and that you would be in charged of a service call. With that being said, Campbell Appliance is standing behind our work and our policies. Again, Campbell Appliance is very sorry for any negative experience you have encountered with our services.

Complaint:...

[redacted]
I am rejecting this response because:A recommendation for a business should rest not only on whether the work was done well but how the customer was treated. As per the original complaint, they did not return calls when they said they would, did not show up when they said they would. They attributed my problems to an employee who was fired but there was no damage control on their part, no mea culpa, we expect to do better and we are so sorry for the inconvenience they caused me.  Instead the manager stated that it shouldn't be a big deal for them to call me and I can rush home to be there when the service man comes and that they were to offer anything for my inconvenience it would have to go through their collections and would take 2-3 weeks and they could not do the work. She then went on about how they only had x complaints per 100 visits and that was why their service was so great. I truly don't expect anything from them but will never do business with Campbell. They have an F rating with Angie's list which is in stark contrast with the Revdex.com A rating.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]the second company that came out test the fan motor and said nothing was wrong with it even check to make sure it was pulling the correct voltage and said they were surprised that the last company that was out there said that there was nothing wrong with the compasser especially when it was  expanding.  And when I talked to the  secretary she said there was only a 30 day  warranty on the part not a year like what is being stated right now.  I should not have to hire another company to redo the same work that I just payed another company 3 times the amount to not do correctly the first time!!

Complaint: [redacted]
I am rejecting this response because:I am sorry but [redacted] has lost his mind if he has reported to you that the hose and fitting is old and corroded.  Both parts are perfectly fine and the leak was caused by your technician
loosening the fitting while he was working on the unit.  I would propose for you to come to my home and inspect all of this for yourself before you determine that this is a lack of maintenance on my behalf.  [redacted] is making untrue statements and representing your company. I can appreciate you wanting to take your employee's reports as the whole truth.  I am in the service/construction business and know that there are some folks out there looking to get over on companies.  If you will come to my home you will see that the reports you have been given are incorrect.  This is a polite invitation and intended to shed daylight and clarity for you because at this time you have been given misinformation.  I look forward to hearing from you soon so you can make your inspection.Most Sincerely,
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Campbell was out here and 2-19-16 and not on 2-22-16. I called Campbell on 2-22-16 after speaking with Samsung myself. Samsung gave me a phone number that can only be used by service centers. I passed that number onto Campbell on 2-22-16 and was told that number would be forwarded to technician [redacted] and that after he speaks to Samsung they would get back to me. When I called Campbell on 2-22-16 I told them that my fridge was still not working. As of 2-24-16 I have not heard from Campbell. How many times do they have to come out here and replace the same part before they realize it is no doubt a different problem?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not agree they know for sure the evaporator needed replacing.  They only replaced it because that is what "could have" been the issue.  After replacing the evaporator,they had to recharge the system.  Since the system has a slow leak, recharging the system is what I believe caused the refrigerator to cool for about a month.  The leak is apparently a little larger now.  Now, recharging the system only lasts about a week.As for offering to sell us a refrigerator at their cost, they did.  However, it was only after I made the suggestion.  Also, I could purchase the same make and models they offered cheaper at Sears.I still stick to my original terms to resolve this issue.
Regards,
[redacted]

In response to [redacted] dispute, I received the invoicefrom the other company.   Fridge gasket:  Gasketwas advised to be replaced by our technician due to the fact of the age and overtime they wear out.  It was ourtechnician opinion that it needs to be replaced as a maintenance precautionary.  There were no tears on the gasket however thegasket is aged and worn.   Icemaker: Mrs.[redacted] original complaint was fridge was leaking.  This is why our technician advised that adefrost thermostat and defrost thermistor were needed.  When installing these parts it is protocol toclear line and ice buildup.  I understandand respect the other companies’ opinion on his finding which is exactly whatour technician found.  However in orderto actually fix the problem and not band aid it, the defrost thermostat anddefrost thermistor need to be replaced.  Ido understand that the other company did clear the drain and removed ice buildup.  This is not going to fix the issue at hand. We are happy to deliver the parts, we cannot refund due tothe fact parts have been order and received and the parts are needed to preventthe defrost drain from backing and freezing up again.  We always secure a deposit to cover for the parts.  Deposit is nonrefundable unless parts cannotbe obtained.   Thank you [redacted]

Complaint: [redacted]
I am rejecting this response because; The technician did see a problem because I pointed it out to him. The refrigerator was at 70 degrees and was not cooling.  He did nothing and I mean nothing to correct that.  The problem was the circulation vents were frozen over.  Seriously, you can't believe that the tech should have overlooked that and just walked away without attempting some repair. A simple visual inspection of the vent would have revealed the issue.  Bottom line, your tech made a mistake and now we need to see if Campbell stands behind its service or if its no-refund policy is all that matters. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Either your company does not keep accurate business records, or you are declining to include information in your response about the continued work and trouble I have experienced with my refrigerator. Yes, the line filter was replaced on 24 March 2015, and yes, yet another leak in the faulty repair work was attended to by your technician on 27 March 2015, but the filter had become so clogged with oil and debris from the first time the compressor was incorrectly installed, that the compressor ran until it began triggering the breaker in the refrigerators three-way switch. A technician came back out 31 March 2015 to vacuum the line to try and remove the debris, but did not have a replacement filter for the clogged one. He was able to come back out and put it on the refrigerator on 7 April 2015. The refrigerator ran fine for a while, but slowly started to warm back up again and wouldn't chill. A senior technician, along with an assistant, came back out 16 April 2015 and found that the line had a slow leak and lost it's charge. He found where the leak had occurred at a spot where the brazing to the filter had burnt the copper line. He replaced a section of that line that day, 16 April 2015, and it appeared to run fin until this arch. On March 26 2016, my wife and I heard a loud pop and refrigerant began filling up my kitchen. I pulled the refrigerator out and saw it was coming from the back left side. I called that day to schedule a service call. The receptionist/dispatcher said there would be no fee and that the refrigerator was still under warranty. When the tech came out, he said the brazing had failed on the filter but the warranty was out. He then charged my wife a service fee even though I was promised a free examination. My wife called customer service and was called a liar and treated extremely rude by the representative. When I called, I received the same discourteous treatment and was hung up on. I will say that the technician, Kenny, who did the first repair and my subsequent HVAC inspection, was extremely courteous and very professional. I appreciated his feedback and had a good experience with him.Last night, I had to have another service provider come to examine the refrigerator. He confirmed that the line brazing on the filter had ruptured and found it was due to excessive pressure build up on filter that was clogged. He vacuumed the line out and found that there was still oil and debris in the line and that it had become clogged in other, non-accessible areas. He stated that this happens when a compressor is installed backward and the system sucks the oil into the lines. He said the refrigerator is now more expensive o fix than buying a new or used one. I now have to buy a new refrigerator due to the first incorrect installation and subsequent poor workmanship. I understand that not all technicians are of the same caliber, but I do expect a company to stand behind their work and policies. This has been extremely frustrating and I have lost now thousands of dollars due to your company. And throughout this whole ordeal, I have not once received an apology. I am forced to now take legal action.  
Regards,
[redacted]

We are truly sorry for any inconvenience the customer may have experienced with our service.  Unfortunately we are unable to offer a refund. The customer’s signed invoice stated that all deposits are non-refundable. Our technician did provide over an hour of labor on the dishwasher to fix the...

leak.

Campbell Appliance is very sorry your any negative experience you may have encountered with your service. Campbell Appliance can not issue a refund because all services have been rendered. If you have any further problems with your dishwasher please do not  hesitate to give us a call.