Drake Inspired Home Improvements, LLC

Complaint: [redacted] I am rejecting this response because: My assessment of this situation stands as is There are no messages left unanswered on my answering machine Regards, [redacted] ,

Response:ALL STAR APPLIANCE SERVICE P.OBOX [redacted] Tuesday, September 08, [redacted] Dear [redacted] : Yes the customer did call several times with questions about her refrigeratorI told her over the telephone that I would diagnose the problem once I checked out the unitShe also asked if there was a fee for coming out I informed her at that time, that there is a service charge of $70.00plus taxThis was told to her more than once during separate telephone callsShe then proceeded to make the appointmentWhen I arrived at her house on 8/18/15, she had informed me that the refrigerator had been turned offThe refrigerator had only been on for a little while, prior to my visitI then proceeded to check out the electrical componentsI pulled the unit out and continued to check the remaining componentsI then came to the conclusion that it was a sealed system failureAt that time I told her that if it wasn’t cold in hours, because of the unit had only been turned back on for a short time that morningThat it would not be in her best interest in having it repairedThis would be a major repair because a sealed system failure consists of an evaporator, condenser, and /or compressorWhen any one of these three major things, fail it is not cost effective in having it repairedI told her that it would be in her best interest to buy a new refrigeratorWhen I was finished I handed her the bill she said that it was too muchMy response was that she was told over the phone more than onceAnd that is when she stated that she is a senior citizenI then in turn told her that I would honor a $10.00coupon that we have online, that brought her bill down to $plus taxI did not hear from her again after that, so I did not know there was an issue until I received your letter on September 3rd After receiving your letter, I tried to reach out to her to try to resolve this problemShe did not answer the phone nor did she return my call after I had left two messages

Response:ALL STAR APPLIANCE SERVICE P.OBox ** *** ** *** September 17, *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** ** * *** *** ***, After the customer rejected our response to her complaint, I can only reply by saying again, that she was informed more than once about our service charge of $This service charge includes coming out to her home and diagnosing the problem with her refrigeratorWhich I did, and because the refrigerator was not worth repairing she still had to pay the service chargeShe received her invoice and was not happy with the priceI tried at that point to make her happy by applying a $coupon that she did not have or know aboutAfter leaving her house, I never heard from her againI did not know there was a problem until I received the complaint from you, that she had originally filedI tried to reach out to her by calling her to see if we could resolve this issueHowever, I never received a call back from her

Complaint: ***
I am rejecting this response because:Technician removed back cardboard cover from refrigerator without attempting any repairsCover was immediately replaced
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
My assessment of this situation stands as is.  There are no messages left unanswered on my answering machine.
Regards,
[redacted],

Response:ALL STAR APPLIANCE SERVICE P.O. BOX [redacted] Tuesday, September 08, 2015 [redacted] Dear [redacted]: Yes the customer did call several times with questions...

about her refrigerator. I told her over the telephone that I would diagnose the problem once I checked out the unit. She also asked if there was a fee for coming out I informed her at that time, that there is a service charge of $70.00plus tax. This was told to her more than once during separate telephone calls. She then proceeded to make the appointment. When I arrived at her house on 8/18/15, she had informed me that the refrigerator had been turned off. The refrigerator had only been on for a little while, prior to my visit. I then proceeded to check out the electrical components. I pulled the unit out and continued to check the remaining components. I then came to the conclusion that it was a sealed system failure. At that time I told her that if it wasn’t cold in 24 hours, because of the unit had only been turned back on for a short time that morning. That it would not be in her best interest in having it repaired. This would be a major repair because a sealed system failure consists of an evaporator, condenser, and /or compressor. When any one of these three major things, fail it is not cost effective in having it repaired. I told her that it would be in her best interest to buy a new refrigerator. When I was finished I handed her the bill she said that it was too much. My response was that she was told over the phone more than once. And that is when she stated that she is a senior citizen. I then in turn told her that I would honor a $10.00coupon that we have online, that brought her bill down to $60.00 plus tax. I did not hear from her again after that, so I did not know there was an issue until I received your letter on September 3rd 2015. After receiving your letter, I tried to reach out to her to try to resolve this problem. She did not answer the phone nor did she return my call after I had left two messages.