Darrell's Appliance Service And Sales, Inc.

Thank you for the chance to respond to this complaint. As I see it [redacted] has several complaints that need to be addressed1. He was charged $60 twice for the same repair 2. Darrell's promised there would not be additional charges on the second visit 3. Darrell's refuses to return the $60...

dollars.I can address all 3 of these complaints:1.The customer complaint on January 18 was that the freezer was thawing every couple of weeks and that there was ice on the bottom of the freezer floor. Ice would be a natural result of any defrosting in the freezer compartment and then have the refrigerator turn back on and refreeze the water that would of course be on the freezer floor. Please note that no mention was made of water on the floor. The part installed was the main electronic control, which corrected the problem with the defrosting. The 2nd trip the complaint from the customer was the compressor is louder than normal and water was on the floor. I found that  a drain "duckbill" was restricting the floor of defrost drain water causing water to flow on the floor. The duck bill was removed and normal flow of water was established. The same symptoms do not mean the same problem is present. a water puddle can be caused by a number of causes. The 2nd complaint is that we promised them no additional costs, which is beyond our control since we are a 3rd party to this repair and would have no reason to promise that especially when we had not diagnosed the problem. Mr. [redacted] needs to take this issue up with Landmark. Yes it is true we have refused Mr. [redacted]'s request to have the deductible refunded for reasons stated above. It is unfortunate that this had to be taken to this level. Mr. [redacted] did call us and I returned his call yesterday but was unable to reach him and left a message that I would be available this morning between 8 and 9 to discuss this issue. Also. I did not collect the $60 at the time of service as is normal policy because Mrs. [redacted] asked if Mr. [redacted] could pay by credit card the next day. I do not understand why he would pay it and then ask for it back.

I am the Service Manager and have reviewed the complaint and the response from Jay.  I can easily see Jay's side from a technical side and the [redacted]'s from customer service side.  Both have valid points and after talking to the customer's extented warranty company I have instructed our cashier to refund the [redacted]'s credit card.  The refund was processed at 8:45 am on February 27, 2017.  I apolijize for the inconvience of the [redacted]'s.  I will instruct our staff about procedures to avoid a situation's like this again.   Respectfully

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. I will still personally avoid further business with this company in the future and could not recommend their services. 
Sincerely,
[redacted]