Champion Industrial Contractors

In reference to above referenced complaint, Champion Industrial Contractors, Inc. offers a rebuttal. The following is a narrative given by the refrigeration technician, [redacted] ***, who performed repairs on the above complaint. "I arrived and checked both ice machines. #1 was tripping on high... pressure, and #2 was running very high head pressure and locking out on excessive freeze time. I checked coils, both were completely impacted with grease. I informed the manager I would have to degrease and clean both machines before I could properly diagnose any further problems. I told him it would take the rest of the day to complete and I would have to have somebody from my shop help me to take apart, and take outside to clean and put back together as both machines are large and heavy. I finished degreasing and put back together. Insides of machines were very dirty and water journals were plugged. I showed the manager and finished cleaning insides also. When finished I tested both machines. I made three batches of ice each and showed the manager. I wrote tag up and got it signed. I completed all service and repairs on the same day."As a Service Department Manager for Champion Industrial Contractors, on June 29, 2017 I received a telephone call from a representative of [redacted] . The gentleman did not identify himself. He informed me that his ice machines had stopped working and we had worked on them on May 23, 2017. I told him that we could send a service technician to troubleshoot the units, and at that time he asked if he would be charged for the call. Knowing what had occurred on the initial service call, I informed the customer that we had only cleaned the ice machine condenser coils, ran ice machine cleaner through the unit to clean the evaporator plates and water systems, removed all tubing and water journals, took them to the sink and scrubbed all mineral building up off of them. Since we had not replaced any parts or made any repairs to the units, and only cleaned them, they would be charged for the service call. The customer became upset at this point and began to argue with me about being charged. I tried to calm him down and explain that self-contained ice machines located in a kitchen needs to be cleaned every three months due to the greasy environment. In an attempt make him feel better, I told him we would come back and check on the units. If they were not working because they were not cleaned properly, we would re-clean them at no cost. But, if a part had failed they would be charged for the repairs. He told me he would not authorize us to come back unless we guaranteed we would not charge him. I told him I could not do that. At this point I saw we were getting nowhere with this problem so I thought maybe if he talked with our dispatcher he would set an appointment for us to come out. He spoke with the dispatcher, and retold her the entire story. She attempted to diffuse the situation and tried to set up an appointment for service, but he remained upset, refused to authorize service, and hung up on her. A few days later, he called back and we had basically the same conversation with him hanging up on me this time. In response to his statement of facts on the job site, I offer the following; my technician called me from the job site and told me his machine had plugged condenser coils and needed to be chemically cleaned. He said he would need help to remove the ice machine from the ice bins and take them outside to be washed out with a water hose. I asked him how long he thought it would take and he told me he was not sure, but probably the rest of the day. I told him to tell the manager we needed two men to safely remove the ice machines and we would not give them a quote, it would have to be done on a time and material basis, and get their approval before we continued. We were instructed they needed them and to proceed with the repair. It is Champion Industrial Contractors' policy that when repairing refrigeration systems, we inform and discuss with the customer about the costs involved prior to making any repairs or replacing any parts. There are instances when an exact cost can not be determined, and we explain this to the customer prior to performing any work, and we do not proceed with the repairs unless we are authorized to do so. Champion Industrial Contractors is an authorized warranty company for several ice machine manufacturers are our men are sent to factory training classes on ice machines. As to the statement about our man looking at them "uncomfortably bad" and telling them he did not know what was wrong is a false statement. When he states that if cleaning is all that was needed, they would self-perform the work, is also a false. They were told exactly what we were going to do. Cleaning an ice machine, if not done properly, and with the correct cleaner, can destroy the unit. It is not something that should be done by an untrained person. However, we would have not proceeded, and left the facility without performing the work, if they had not authorized us to clean the unit. Sincerely, Champion Industrial Contractors Mechanical Services Division [redacted] , Service Department Manager

In reference to above referenced complaint, Champion Industrial Contractors, Inc. offers a rebuttal. The following is a narrative given by the refrigeration technician, [redacted], who performed repairs on the above complaint. "I arrived and checked both ice machines. #1 was tripping on high...

pressure, and #2 was running very high head pressure and locking out on excessive freeze time. I checked coils, both were completely impacted with grease. I informed the manager I would have to degrease and clean both machines before I could properly diagnose any further problems. I told him it would take the rest of the day to complete and I would have to have somebody from my shop help me to take apart, and take outside to clean and put back together as both machines are large and heavy. I finished degreasing and put back together. Insides of machines were very dirty and water journals were plugged. I showed the manager and finished cleaning insides also. When finished I tested both machines. I made three batches of ice each and showed the manager. I wrote tag up and got it signed. I completed all service and repairs on the same day."As a Service Department Manager for Champion Industrial Contractors, on June 29, 2017 I received a telephone call from a representative of [redacted]. The gentleman did not identify himself. He informed me that his ice machines had stopped working and we had worked on them on May 23, 2017. I told him that we could send a service technician to troubleshoot the units, and at that time he asked if he would be charged for the call. Knowing what had occurred on the initial service call, I informed the customer that we had only cleaned the ice machine condenser coils, ran ice machine cleaner through the unit to clean the evaporator plates and water systems, removed all tubing and water journals, took them to the sink and scrubbed all mineral building up off of them. Since we had not replaced any parts or made any repairs to the units, and only cleaned them, they would be charged for the service call. The customer became upset at this point and began to argue with me about being charged. I tried to calm him down and explain that self-contained ice machines located in a kitchen needs to be cleaned every three months due to the greasy environment. In an attempt make him feel better, I told him we would come back and check on the units. If they were not working because they were not cleaned properly, we would re-clean them at no cost. But, if a part had failed they would be charged for the repairs. He told me he would not authorize us to come back unless we guaranteed we would not charge him. I told him I could not do that. At this point I saw we were getting nowhere with this problem so I thought maybe if he talked with our dispatcher he would set an appointment for us to come out. He spoke with the dispatcher, and retold her the entire story. She attempted to diffuse the situation and tried to set up an appointment for service, but he remained upset, refused to authorize service, and hung up on her. A few days later, he called back and we had basically the same conversation with him hanging up on me this time. In response to his statement of facts on the job site, I offer the following; my technician called me from the job site and told me his machine had plugged condenser coils and needed to be chemically cleaned. He said he would need help to remove the ice machine from the ice bins and take them outside to be washed out with a water hose. I asked him how long he thought it would take and he told me he was not sure, but probably the rest of the day. I told him to tell the manager we needed two men to safely remove the ice machines and we would not give them a quote, it would have to be done on a time and material basis, and get their approval before we continued. We were instructed they needed them and to proceed with the repair. It is Champion Industrial Contractors' policy that when repairing refrigeration systems, we inform and discuss with the customer about the costs involved prior to making any repairs or replacing any parts. There are instances when an exact cost can not be determined, and we explain this to the customer prior to performing any work, and we do not proceed with the repairs unless we are authorized to do so. Champion Industrial Contractors is an authorized warranty company for several ice machine manufacturers are our men are sent to factory training classes on ice machines. As to the statement about our man looking at them "uncomfortably bad" and telling them he did not know what was wrong is a false statement. When he states that if cleaning is all that was needed, they would self-perform the work, is also a false. They were told exactly what we were going to do. Cleaning an ice machine, if not done properly, and with the correct cleaner, can destroy the unit. It is not something that should be done by an untrained person. However, we would have not proceeded, and left the facility without performing the work, if they had not authorized us to clean the unit. Sincerely, Champion Industrial Contractors Mechanical Services Division [redacted], Service Department Manager