Campbell Appliance Heating & Air, Inc.

Campbell Appliance has been out to Mrs. [redacted]' residence many different times to repair her ice maker. Campbell Appliance has installed a new filter housing, a new control board, 3 new ice makers and 3 new water valves.  Campbell Appliance has tried time and time again to repair this...

issue and for whatever reason it keeps breaking we are not sure of. Campbell appliance has put in a lot of time and money for her ice maker to work and has not been successful. The control board Campbell replaced did fix the fan. Before installing the control board the fan was not running. The filter housing was also needed and has not failed. The water valve and ice maker in which we have replaced 3 times is still not working properly. Campbell Appliance is willing to give a refund, but only in the amount of the ice maker and the water valve. We cannot issue a refund for labor or the parts that do and are sill working properly which are the control board and the filter housing. Campbell Appliance is willing to give a refund for the amount of $192.68 for the ice maker and the water walve. Campbell Appliance is very sorry we were not able to fix the ice maker for we certainly tried on a numerous amount of times.

Mr.[redacted] has been very impatient regarding the process of receiving his check. When issuing a customer refund, there is a process and it usually talks 2-3 weeks.  Campbell Appliance has issued his check and we have confirmation through test messages of him receiving his check.

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

Campbell Appliance is very sorry for any negative experience you have had.  I would like to send the supervisor technician out to your residence to get this matter solved. As for the light, Campbell Appliance had to file warranty on that part which can take up to 3-4 weeks before we get the...

part. The process isn't as easy to just call it in.  The warranty on the part has to be file, then approved, then sent out.  Once again I do apologize for any negative experience you have experienced with Campbell Appliance. We are willing to make it right and get you taken care of. I can have the service manager there on Tuesday 19th, 2016 if you are available? Please let me know at your earliest convenience so we can go ahead and get you on schedule! Thanks Again!

Complaint: [redacted]
I am rejecting this response because:I am sending this attachment because Campbell appliances had written in the letter how they had sent me a check in September. This was not a true story because not only would they not return my phone call they never sent me any money back. The check was in September the post mark was December 28th. The other day they said they were cancelling the check like they had no idea where it was. I was requesting the full amount of $248.92. Do you think you can get them to send me the money back of 248.92 or do I need to take them to small claims court? I was sick during the Holidays and miss understood the email and did not respond within 6 days. Does that void the agreement?  Sincerely grateful for your help. God Bless and have a Happy New Year. Thank you [redacted]
Regards,
[redacted]

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

We did send our service Manager [redacted] out to your home.  [redacted] found the work that our technician [redacted]performed to be satisfactory.  [redacted] foundthat the outlet and hose to your wall to be old and needs to be replaced.  We did not service this item.  We cannot accept responsibility.  [redacted] previously advised you that will need toreplace due to the age and corrosion caused over the years.  I do apologize that this unfortunate situationhas occurred however we do not accept responsibility. This situation is not dueto our workman ship it is due to lack of maintenance.  Thank you

Again, Campbell Appliance is very sorry for any negative experience you have encountered. Unfortunately as I stated before, our position stands firm and we cannot issue a refund. The technicians work off commission. Had he found an issue I can guarantee he would have sold you what was needed to repair it. When technicians collect service fees it doesn't put anything in their pocket. When a technician sells a job, that is what puts money into their pockets. This company has been in business since 1959, and refrigeration is one of our strongest points.

I apologize for your dissatisfaction, it is our goal torepair your issue to your satisfaction. I do apologize to inform you that we will not be able to refund for theirservices or our services.  We offerwarranty and if you in the future have any additional issues we will be happyto send our service manager to your residence.  Thank you 
[redacted]

Mr. [redacted],     Campbell Appliance is truly sorry for any negative experience you have encountered with their service. Campbell Appliance has not been out to diagnose the oven because the customer wanted to order the control board and put it on. Campbell Appliance did have a...

technician assess the part on 7-22-16 when the part was brought in to the office, and the technician found that there was dust in the control board and visual signs of the part being used. The part was ordered new from a supplier and delivered to the office in a sealed box. Campbell Appliance offered to send a technician out to assess the oven to verify the diagnoses of the oven and the working condition of the control boards. Campbell Appliance did not mention at anytime that they would charge to send a technician out. Campbell Appliance is still more than happy to send a technician out to service diagnose the oven and working conditions of the boards.

CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUT SERVICE. AS I STATED ON THE REVIEW YOU MADE, THE TECHNICAN HAS ON HIS INVOICE HE DID NOT FIND ANY PROBELMS AT THE TIME OF SERVICE AND THAT THE UNIT WAS WORKING PROPERLY. HOWEVER, THE DOOR NOT BEING SHUT...

PROPERLY WILL CAUSE THE FROST BUILT UP AND FOR THE RETURN AIR VENT TO FREEZE OVER. WHEN YOU MIX WARM AND COLD AIR TOGETHER, YOU GET FROST. OUR SERVICE FEE IS $55 WAIVED WITH REPAIRS. BEINGS THAT THERE WAS NO REPAIRS MADE WE WOULD HAVE TO CHARGE $55 FOR THE TECHNICIAN TO COME OUT THERE. AGAIN, WE ARE VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED.

We are very sorry that Mr. [redacted] feels this way, however we do know that the evaporator coil did need to be replaced.  We still feel that refunding half of the amount paid is fair.  We did a lot of work, out of pocket on the refrigerator.  We also offered to sale a couple of different refrigerators to Mr. [redacted] at our cost, with no install or haul away fees to help assist him in getting a new refrigerator, but was declined by Mr. [redacted].

While I agree that they have spent much time and money into trying to repair our refrigerator, I do not agree they have done what I originally paid for.  I paid for them to repair a refrigerator that was not cooling properly.  The refrigerator is still not cooling properly.  It did work for a month after their first attempt, but eventually leaked out enough refrigerant to stop working again.  I do not feel the original leak was in the evaporator coil which they replaced the first time.  After they replaced the defrost system, the repair only lasted a week.  I do not believe the defrost system was the issue either.  They apparently do not know what the issue is. Now, the leak is large enough to only last about a week after they recharge the system.  I do not agree they ever properly fixed the original issue. Thanks[redacted]l

Campbell Appliance Heating & Air was called out to look at the heater by Mr. [redacted]. My technician did intend on preparing multiple estimates so Mr. [redacted] could make an informed decision on how he would like to proceed with repair. & did take note of the possibility of a warranty on some...

of the equipment at this time. When the office reached out to Mr. [redacted] for additional information it was so we could obtain any warranty details & quote accordingly. At this time Mr. [redacted] said he had spoken with his wife & she had reminded him about work that had been recently done & was warranted by another company. Due to this he was not interested in any quotes or further information I had for him. I would like to take this opportunity to apologize for any negative experience Mr. & Ms. [redacted] had. While I can certainly understand the frustration of realizing the service needed would be warranted by another company who had provided repairs in the past that does not mean the [redacted] are not financially responsible for a service call they requested & received in a timely manner.

Campbell Appliance is very sorry for any negative experience you have encountered with our services. The technician did go out on July 25th, and recharged the system. The customer was informed that there was a part on order from the previous service and that once the part arrived Campbell Appliance...

would send a technician to repair the issue.

We are sorry that you feel as if we over charged you on repairs.  Mr. [redacted], the price you paid for the repair done on 8/9/15 is higher due to it being Sunday.  Sunday is not a normal working business day for us, it is afterhours.  Anytime we run afterhours, the service fee is in...

addition to the repair, in which you were quoted before we came out.  My technician discussed the problem with your compressor on 8/9/15, not on 9/18/15 as you have stated above.  8/9/2015 was also when the quote was given on replacement, not on 9/18/15.  Therefore, I do not see how he was trying to be a salesman on 9/18/15 as stated above.  We have a signed invoice stating "informed customer that compressor may be going out and that you may want to consider purchasing a new unit." It also states that you had a tripped breaker.  The capacitor we replaced on 8/9/15 worked for over a month.  Due to you compressor going out, it will keep blowing your capacitors.  We do not like to offer temporary fixes on older units, due to this type of situation.  Our technician made you aware of the state that your system is in before replacing the capacitor.  As far as your financial situation, I am sorry my technician made you feel as if he shrugged it off, however, if we did not care about helping our customers out financially, we would not have offered a payment plan to you.  I am also sorry that you had to pay the 2nd service fee, but we are a business and have to cover our expenses as well. I am very sorry you feel as if we have cheated you but we will not be refunding you the money you are asking for because the capacitor worked, and you were made aware of the circumstances before the repair was done.  We have a signed copy of the invoice, as do you. See attachment.

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

CAMPBELL APPLIANCES' INVOICES ARE NOT BROKEN DOWN INTO PARTS AND LABOR. WE ARE A FLAT RATE COMPANY SO THE TOTAL TICKET IS PER JOB. WE TRIED EXPLAINING THAT TO THE CUSTOMER OVER THE PHONE SEVERAL TIMES. OUR SYSTEM DOES NOT ALLOW US TO BREAK INVOICES DOWN. ONCE A UNIT HAS BEEN INSTALLED CAMPBELL...

APPLIANCE CANNOT ISSUE A REFUND.  AS FOR HER UNIT HAVING ADDITIONAL ISSUES. WE HAVE NOT HAD ANY COMPLAINT REGARDING THIS. THIS IS THE FIRST TIME WE HAVE HEARD FROM THIS CUSTOMER REGARDING THE UNIT MAKING AN UNUSUAL NOISE. THE UNIT IS UNDER WARRANTY SO WE WOULD BE WILLING TO FIX IT UNDER WARRANTY AT NO ADDITIONAL COST TO THE CUSTOMER.

Campbell Appliance truly apologizes for any inconvenience and the length of time your repair has taken. Unfortunately there have been shipping errors causing delays, which was out of our control. Campbell has more than $300.00 in parts installed in the customer’s microwave and time of labor invested...

into the repairs. The customer paid a deposit of $250.00 for repairs. Campbell appliance agrees to charge the customer $139.64 for minimum labor for the time that was put into the repairs, in which the customer will be refunded the remainder amount of the deposit, which is $110.36.

Complaint: [redacted]
I am rejecting this response because: It is completely inaccurate and not even responding to my original complaint. It seems that Campbell's is trying to say that we declined their service because we told them that the system was covered under warranty by another company. However, this is not even what the complaint is about. My issue with Campbell's is that their technician came out and looked at our unit. He then told my husband that the coil was bad and needed replaced and that the compressor was leaking and there was no freon left in the system. He told us that none of these items were covered under warranty and that we would be better off replacing both systems. We were a little skeptical about his findings as we had just had the coil replaced a few months prior (under warranty). We then called another company to come out and assess the situation. We were told that the coil was fine, and the compressor was not leaking and full of freon. The only problem we had, was a faulty thermostat. It has since been replaced and running fine ever since. This leads me to believe one of two things. Either Campbell's technician is completely inept and has no idea what he is doing, or possibly he was trying to scam us into buying a whole new system and spending several thousand dollars. In either case, there is not a good option. As far as I am concerned this issue will not be resolved until we are given a refund on our service call from Campbell's
Regards,
Claire [redacted]