Campbell Appliance Heating & Air, Inc.

Complaint: [redacted]
I am rejecting this response because:
Your salesman did, in fact, offer me two different financing options, and never checked the breaker itself. He just said it was tripped. The charge on both bills were the same, so how are you also telling me it was the Sunday charge? The person that came over to my house after your guy left took 5 minutes to tell me that the breaker was BAD, not tripped. It may have been tripped, but it was not fully operational. Your guy told me that the bad compressor was going to cause the capacitor to go out, when it was the bad electricity that caused failure. Even if I would have paid the 5,000 and some-odd dollars to replace the full system, as your guy tried twice to sell me, it would have gone out anyway because he didn't check the power - one of the fundamentals of troubleshooting anything. If the answer is going to be that I got the service I paid for, I guess it is what it is. I thought as a business, the customer is always right. In this case, you take the word of your employee over the word of a disabled veteran and try to insult my intelligence by forwarding my invoice back to me. Thanks for your time, but if this is the way you are going to do business, I will make sure the appropriate people at [redacted] know how you treat Soldiers.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
This Installation was completed on a Saturday afternoon. Had I been told that you would not be providing me with proof of its cost ,I would have never done business with you. One of the conditions of this installation was that I would be able to receive proof of it’s cost. After installation and full payment your telling me that you don’t know it’s cost because you use a ‘Flat Rate’.That Should have been disclosed prior to Installation Specifically, when I asked Technician for proof of cost. Your company used deceptive information to get my business and that’s not fair to any consumer. The last time I spoke with someone from your company, the call ended abruptly while I was still speaking. Why would I call you again? Why would I want to continue to do business with you? This is just too shady for me. This unit is so loud that it wakes me up at night. I’m starting to think that is not a new unit and that’s why the cost is heavily guarded. I no longer trust anything your company has to say. Our business relationship was based on deceptive information and you took my money under those terms. The fair thing to do is to dissolve our relationship. You can come and get your Unit and refund my money.

Complaint: [redacted]
I am rejecting this response because:   As described earlier, [redacted], the service technician installed the relay on the refrigrator on Nov, 30, 2015, to get the unit operating again.  He returned on Dec. 9, 2015,and inforned me it now needed an emmitter and that would fix the ice maker and assured me the beeping noise would stop.  I called his attention to the beeping noise at that time and he clearly told me it would take care of both problems, the ice maker and the beeping.  On Dec. 12 he installed the emmitter.  Beeping continued.  He said don"t worry it"s fixed and the beeping will stop.  On Dec. 13, he informed me he could not figure out the beeping noise and was calling Whirlpool.  After several calls later he spoke to me on the phone and became very agitated and nasty with me and basically told me to go to hell, that he was thru with me. The problem has still not been fixed. 
Regards,
[redacted]

CAMPBELL APPLIANCE CONTACTED [redacted] IN REGARDS TO HER APPOINTMENT WHICH WAS SUPPOSED TO HAVE BEEN SCHEDULED FOR FRIDAY THE 4TH. CAMPBELL APPLIANCE HAS APOLOGIZED TO HER, FOR OUR SYSTEM SOFTWARE HAD HER TICKET PUT IN UN ASSIGNED INSTEAD OF ASSIGNED. CAMPBELL APPLIANCE OFFERED [redacted] SIEBNERT SERVICE FOR TODAY, MARCH 7TH, AND WAS TOLD TODAY WAS NOT A GOOD DAY AND THAT SHE WOULD BE AVAILABLE FOR SERVICE ON MARCH 10 BETWEEN 10:00AM - NOON.  CAMPBELL APPLIACE HAS [redacted] ON THE SCHEUDLE FOR THE REQUESTED DAY BY THE CUSTOMER.

CAMPBELL APPIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUR SERVICES. PLEASE KEEP IN MIND WE ARE THE MERCY OF OUR SUPPLIER AND YOUR PART IS SHOWING TO BE DELIVERED MONDAY. THE TECHNICIAN HAS YOU ON HIS SCHEDULE FOR MONDAY, AUGUST 1ST.

Complaint: [redacted]
I am rejecting this response because: The heat pump which was used went out the next day. My husband said he saw smoke in the air and then the heat pump stopped working. Now we have only heat and no a/c. I called Rabroker from Temple and had to pay another 75.00 and they said the whole thing needs to be replaced. I want my money back that I paid them in the first place for the new a/c or I will take them to small claims court. Plus, I no longer want to do business with this company ever again (after I get my ac refund).
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:As the company has stated, I did verbally approve the repairs over the phone. At this time though, as I have previously stated, I specifically asked about the fan motor and was told by [redacted] it was fine. No other statements about the fan motor were ever given to me by [redacted]. After the capacitor was replaced and the freon was recharged, [redacted] gave my wife an invoice. My wife signed this, as the amount on the invoice was what [redacted] and I had agreed to. Apparently, [redacted] had written a disclaimer at the bottom about the fan motor, but this was never stated to me and my wife did not know what she was signing and assumed it was what [redacted] and I had discussed. Had the company been forthcoming about the fan motor to me, I would obviously have had it replaced then, instead of dealing with a broken AC for multiple days in the [redacted] heat. Furthermore, basic electronic knowledge tells me that if the fan motor was the problem, the capacitor didn't need to be replaced. Regards,[redacted]

I want to apologize for any inconvenience in the length of completingrepairs.  It is to my understanding all repairshave made and fridge is in working order.  Thank you[redacted]

Complaint: [redacted]
I am rejecting this response becauseI have some additional comments / conditions for the supplier to meet before accepting their offer.Comment: I asked several times why I would have to pay to have one of the supplier's tech's come to my house to check the oven. The response I repeatedly got was that this was the only way the supplier would consider replacing the part. I was never told there would not be a charge for this service call. Please have supplier reconfirm there will not be a charge.Conditions: I do not want the tech that made the initial "evaluation" of the returned part to make the service call. He has already made the determination that the part was either damaged by the oven, or by me, or was not the part that was originally provided by the supplier. In the event the tech making the call determines the part that was purchased is defective and there is no issue with the oven, there will no further discussion on whether on not the board is "used", "burned" or was in any other way caused to be defective by any action take by me. Board will be immediately replaced at no cost or the full purchase price refunded.If the supplier prefers to not accept these conditions I will gladly return the part for a full and immediate refund.  
Regards,
[redacted] [redacted]

Campbell Appliance truly apologizes for any inconvenience with our service. Campbell Appliance did offer to swap out the used condenser with another used condenser since the unit was recently installed and still under warranty, as well as offering to credit $1,200.00 towards a new unit.  Both...

offers were refused by the customer.  Campbell Appliance apologizes for any miss understandings regarding the warranty. Campbell Appliance offers a 90 day warranty on used units. Campbell was asked to refund the customer’s money back and pick up the unit because the unit was uninstalled by another individual, which voids any warranty. The customer has chosen to take Campbell to small claims court over this matter.

Complaint: [redacted]
I am rejecting this response because:We may decide to accept installation of the air handler, but we do not accept Campbell's explanation regarding the condenser that was under warranty.Campbell removed the old, under-warranty air condenser from our property while it was still working, and without inspecting it. They told my husband, whom the technician had roused from sleep unexpectedly early in the morning while he was ill, that replacement was the only option, even though the unit was working so well it was cooling the upstairs and downstairs of our home during a week of 100-degree days. The service call was about water draining from a pipe, and the technician never inspected the condenser in any way before announcing that it must be replaced. At that time of the visit, the Campbell inspector thought the condenser was one month past a five-year warranty. Clearly he saw an opportunity to take advantage of someone who was under the weather and sell him an unneeded product.In Campbell's first reply to this Revdex.com complaint, they said they offered to repair the under-warranty condenser once we told them it was was under 10-year warranty. Campbell, please explain why you would repair a unit if you thought it was under warranty, but replace it without inspecting it if you thought the warranty was expired. Does this mean its warranty status, not the condition of the equipment, determines your recommendation? Surely the Revdex.com does not regard that as an appropriate warranty and repair-versus-replacement policy.Here's what that Campbell's offered resolution actually looked like: After already charging us $6495 to replace an entire system without inspecting the condenser or offering options ($600 of was for the downstairs condenser--we don't dispute that part), they said they could refund us for replacement of the under-warranty unit only if we first gave them $4395 more! Of course we weren't going trust them with $4395 more of our money after they had already dealt with us deceitfully.Surely the Revdex.com does not regard that as an appropriate refund policy.
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you have encountered with our services. The total amount of $561.00 was because if was an after hours fee. When the technicians have to work over time and get paid to work after hours,  we have to double our rate.   The...

$39 service fee was from over 2 years ago which leads me to believe your phone book/yellow pages is out dated. You stated in your complaint, " I had no choice but to pay on the spot". However, you did have a choice. You could have chosen to pay the after hours fee. Customers are not obligated to go through with repairs. However when we get a signed invoice, which we do have stating they want to go through with repairs, you essentially agree to a contract, which you did. We are sorry you feel as if we took advantage of you, however as I stated, you were not obligated to pay for the repairs had you just paid the service fee.

Campbell Appliance is sorry for any negative experience you have encountered with our services. After talking to the technician, he has informed me that the unit is running properly. The flu pipe needs a escutcheon and we have you on the schedule for September the 14th. Our schedule is completely booked until then. This is a cosmetic issue and the unit it working properly.

Complaint: [redacted]
I am rejecting this response because: I have listened to Campbell's latest explanation and completely appreciate the requirement for some level of premium pay for after duty hours work.  As I have already stated, I understood going in, that the after-hours service charge was $89.  There was no warning that the after-hours labor rate was double-time and that the base rate was exorbitant.  Had I known these facts, I would have opted to forego the repair until Monday morning.  I guess I could have refused to pay and had the technician remove the new capacitor, but I hesitate to imagine what the charge for that would have been.  My complaint is with the sheer magnitude of the premium invoked and the fact that I received two completely different explanations of the total cost, the labor story coming after I had debunked the part cost story.  Based on my life experience, I cannot accept that the technician was paid $389 for one hour of effort, including travel time.  If so, lots of us are definitely in the wrong business.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There is not an “I Need Further Clarification About The Response” option so I had to choose “Reject”. If I agree to Campbell's offer, what will I get in return?  They did not discuss what their intentions are with regards to, what happens with the subject of this complaint; ie: the microwave.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I had requested an HVAC system inspection (Spring AC, Fall Heating) because [redacted] recommended it as I had no idea when it was last serviced. I called and scheduled that despite the troubles with the refrigerator because I did not blame the technicians for the amount of time it took to conduct the repairs (over a month!) and that, at the time, I had received courteous treatment from them. My qualm isn’t with the service provided for my HVAC system: [redacted] performed both inspections and was professional, polite and even showed me how to help maintain my systems. My qualm also isn’t about the first through seventh time I had to come home from work to meet a technician to have my refrigerator worked on or that I had to use ice and coolers for over a month to keep my family’s food from spoiling. My qualm is the fact that most recently I was lied to, disrespected and swindled out of a service call fee and the guarantee of your work. I laid this out clearly before: 07 April 2015 and 16 April 2015 were the last dates that parts and labor were used in the refrigerator service – less than a year ago. When I scheduled the appointment on 26 March 2016 after the repairs failed again, the receptionist/scheduler looked up my information in your system and told me my refrigerator was still under warranty, and furthermore stated that there were no charges for the service call due to this fact. I was later told I would have to pay the service call fee. This is devious and fraudulent business practices that your company should be ashamed of. And the fact that you advertise and preach your one year parts and labor warranty but do not hold yourselves accountable is both infuriating and disheartening. I am steadfast in my original request of resolution, and now with the assistance of a law firm. I am filing this incident and all communications with the Bell County Sheriff’s department as well.
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you may have encountered with our services. Campbell Appliance would have gladly honored our warranty, for we are in business to make our customers happy. Unfortunately our records show we were last out there on March 27th, 2015 to repair...

a leak. Our records also show the last time we were there to install any parts was on March 24, 2015 to install a filter drier, in which you were not charged for, for it was installed under warranty.  You are very correct about our warranty work in regards to our parts being under warranty for 1 year as well as the service fee being waived. Unfortunately your part warranty for this particular repair did expire on March 24th and the service fee warranty expired on March 27, 2015 beings our last time to service this refrigerator was on March 27, 2015.  This may be irrelevant, but I do show that you called Campbell appliance to come out for an annual service check on your AC unit on April 3rd, 2015. We then came back out to do your fall maintenance check  on November 20, 2015. Neither visit do I show in our records we serviced your fridge on those particular dates, only your AC unit. Campbell appliance does warranty out parts and labor, however in your case it has been over a year so your parts and labor are not under warranty. Beings your parts and labor are no longer under warranty, Campbell Appliance cannot issue a refund for the service fee nor can we do any warranty work, free of charge, due to the warranty has expired. If your records show any different on your invoices we would gladly be able to warranty any purchased parts which proof of invoices, that show they are still under warranty. However, our records show different.

Complaint: [redacted]
I am rejecting this response because: To me that's just not acceptable! 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The fact is that we did not know that the technician was at fault until we contacted another company to come out and look at our unit(s). Campbell's technician told us that our coil was bad and that the compressor was leaking. However, neither of these items were true. I find it amazing that he would tell us these things when the simple fact is that our thermostat was the only issue. He never even looked at or mentioned the thermostat. What is really sad is that Campbell's will not accept responsibility for their employees actions. I wonder how many times this same employee has told people that they need to replace their system when that is not the case. I honestly feel that this technician tried to scam us into buying a new system and I guess that I should be grateful that they only got $50 of our money instead of $3000. As I said before... I will not feel resolved until we get our service fee back.
Regards,
Claire [redacted]

As Mrs. [redacted] was already advised we would have been happy to send another technician out if their complaint would have been against the technician's service. However what we were told by Mr. [redacted] is that they had warranty with another company so they no longer needed our services as they would not be able to utilize the warranty with us. Which does not warrant a refund of the service fee. I apologize again for any negative experience however I am not able to refund the service fee at this time.