Energy Solutions Of St Louis

The fridge that we sold these customers worked perfectly fine in our shopWe sell all appliances in cosmetic as is condition and only warranty the parts that keep them functionalWhen the customer says that the fridge was "all taped up" they mean that there were to pieces of painter's tape on the doors to keep them closed while loading the fridgeHad they asked at any point to open the fridge agian or even for us to plug it back in we would have been more than willingThe customer rushed through the payment and loading process and then leftAs they were getting in their truck to leave they asked for the warrantyThe customer picked it up in a pick up truck, and drove it almost an hour and a half away uncovered and unprotected in any wayAfter it left our shop we have no idea what happened to it while they were driving, unloading, or moving itWe sent repairmen multiple times, the first is to inspect the problem and try to come up with the most probable solutionsThe second is to implement these fixes and see if they solve the problemFrom there each visit it going further down the line until we get the problem fixedUnfortunately, in this situation we weren't made aware of how far away they were until we were called to come out and fix itOn our ticket we had the wife's first name and no other detailsWe had been there multiple times and on the last appointment we had made with them no one was homeOur owner of our company was the tech on call and he waited well over an hour because we were repeatedly told that someone would be there in "a few minutes"At this time we realized that driving nearly an hour and a half for the warranty calls didn't make sense for either party We are more than willing to repair the fridge and honor the warranty if they bring the fridge to our shopA few more options that we have offered include returning the fridge for a full refund, or for them to bring the fridge back to us and exchange it for one of equal valueUnfortunately we can't send men in our box truck to pick it up for multiple reasonsFirst, they are in another state and for us to operate a vehicle in their state for business purposes would require a long, costly process to make everything legalSecond we would have to pay two men for nearly hours of drive time and comp insurance on those two menWe would also have to pay for the gas to travel the roughly miles both waysWe didn't deliver the fridge and providing a warranty doesn't mean we are liable for pick up of the fridge eitherWe are more than willing to refund or repair the fridge, as long as the customer will return it to our shop

Tell us why here...The customer is insistent that we aren't honoring our warranty because we won't pick up the fridgeA warranty does not make us responsible for transportationWe have offered and attempted to work with the customer to repair the fridge in multiple waysTheir response is to demand that we spend hundreds of dollars to pick up the fridge out of state and give them a full refundWe didn't deliver the fridge and our warranty doesn't say anything about delivery or pick upShe states that we gave her limited options to pick up the fridgeWe are a business with regular business operating hoursWhen we first made contact with her and she said she would want the fridge we told her our bushiness hours and that we close at and she told us that they don't get off until We didn't ever limit their pickup times, their own schedule didTechnicians can't be expected to know every detail of every applianceWe use msa world, a well known and trusted source for appliance service bulletins and repair steps to help us make the right repairs whenever possibleMSA world often links to youtube in an attempt to give a visual guide to fix common problemsNow that the customer has refused any of our attempts to fix the issue and escalated the matter further they are attempting to slander us with name callingShe insists that we are lying about sending a tech to their house because she is always thereOn the day that we had a tech out there we waited for over an hour before leavingWe called her husband who informed us that she had made an appointment at the same time that we were supposed to be there and that her son would be off the bus shortly to let us in to make the repairWe waited for the son to show up for at least another to minutes before leavingWe have made multiple attempts to bring a resolution to the situation and the customer is refusing any of them because it isn't exactly what she wants

She was billed for a service charge and for labor for our company to be out there. We found a wiring issue with the unit and made her aware of the issueWe have guideline we have to follow and this unit was not up to code nor up to the manufacturer’s specificationsShe wanted a quick fix to
get the air running and we are not legally allowed to do thatWe flipped the wire to prevent them from using the unit was because it wasn’t up to codeWe only billed her for our service charge and the time that we were thereThere is no refund due

Complaint: ***
I am rejecting this response because: The company was uncooperative and rather than making right in the sale of a broken and non working item and warranty, they continue to blame the customerAt no time were we allowed to look at the fridge, we were given limited times for pick up, and the payment was made WELL BEFORE THE PICKUPFurthermore the pick up was made by a person wth years of professional experience in shipping and knows how to properly handle and transport, so again this company is looking for reasons to unload a broken appliance and take money for nothingThey also sent out technicians multiple times to fix the fridge, and NOT ONE COULD FIX ITThis leads me to believe they are lying when they say it worked at their locationIt may have run when plugged in like it does now, but it never coolsIf it worked fine in their possession it would have been fixable when their technicians came to repair itBut instead the technicians were watching you tube videos on how to repair it and didn't appear to know what they were doingSomeone was at the house at every visit because I don't just let strangers into my home, yet the owner lied and said we weren't thereThey lied about what the warranty covered, I specifically noted how far away I was and asked if that would be covered by the warranty so that I would NOT run into this trouble if their refurbished item did not work, and was told it would beThey have lied at every turn, made everything very difficult rather than trying to do the right thing by the customerThey claim they have lost money on this sale but it is not the customer's fault that they sold a non working piece of junk, its on the liability of the business who should care about what they sellWe have lost money we spent on a fridge that doesn't work and warranty that hasn't been honored and still have nothing to show for itIt is not our fault that the fridge did not work but rather than do anything to make it right they have been HORRIBLETERRIBLE CUSTOMER SERVICEAs far as I'm concerned they are practicing bait and switch and fraudulent sales and since they don't care to make it right I will proceed with contacting lawyers to resolveMind you, ALL WE HAVE ASKED IS FOR OUR MONEY BACK AND THEM TO HONOR THEIR WORD AND COME PICK UP THE NEVER WORKING EQUIPMENT That is NOT too much to ask considering all they have put us through for over a month now
Sincerely,
*** ***

The fridge that we sold these customers worked perfectly fine in our shop. We sell all appliances in cosmetic as is condition and only warranty the parts that keep them functional. When the customer says that the fridge was "all taped up" they mean that there were 2 to 3 pieces of painter's tape on...

the doors to keep them closed while loading the fridge. Had they asked at any point to open the fridge agian or even for us to plug it back in we would have been more than willing. The customer rushed through the payment and loading process and then left. As they were getting in their truck to leave they asked for the warranty. The customer picked it up in a pick up truck, and drove it almost an hour and a half away uncovered and unprotected in any way. After it left our shop we have no idea what happened to it while they were driving, unloading, or moving it. We sent repairmen multiple times, the first is to inspect the problem and try to come up with the most probable solutions. The second is to implement these fixes and see if they solve the problem. From there each visit it going further down the line until we get the problem fixed. Unfortunately, in this situation we weren't made aware of how far away they were until we were called to come out and fix it. On our ticket we had the wife's first name and no other details. We had been there multiple times and on the last appointment we had made with them no one was home. Our owner of our company was the tech on call and he waited well over an hour because we were repeatedly told that someone would be there in "a few minutes". At this time we realized that driving nearly an hour and a half for the warranty calls didn't make sense for either party.  We are more than willing to repair the fridge and honor the warranty if they bring the fridge to our shop. A few more options that we have offered include returning the fridge for a full refund, or for them to bring the fridge back to us and exchange it for one of equal value. Unfortunately we can't send 2 men in our box truck to pick it up for multiple reasons. First, they are in another state and for us to operate a vehicle in their state for business purposes would require a long, costly process to make everything legal. Second we would have to pay two men for nearly 3 hours of drive time and comp insurance on those two men. We would also have to pay for the gas to travel the roughly 70 miles both ways. We didn't deliver the fridge and providing a warranty doesn't mean we are liable for pick up of the fridge either. We are more than willing to refund or repair the fridge, as long as the customer will return it to our shop.