We sent a tech out to Ms*** to look at a freezerator. This is a unit that can be either a refrigerator or a freezer. She had instructed the tech that the last time this had happened to the unit they had to replace the control board. He did check to see if the board was
operational but it was indeed the issue as well as the bi-metal fuse. Our tech came back into the facility and ordered the parts needed. At this time the ticket was misplaced. We are extremely sorry that this incident took place and we can guarantee that this is not a occurrence. We are after all only human and at times mistakes happen. We cannot apologize enough to Ms***. This error was not corrected until Ms*** called in to check the status of her parts. At that time we found the error and sent the information over to her home warranty company to correct this issue. Parts were ordered and overnighted at our expense due to this error. *** went out to put the parts on and while he was there he removed the evaporator cover, showed her the ice and that the place where the screws go into was strippedHe has stated that this was not done by him and was already stripped when he started. There was ice frozen in the walls, which required the unit to be unplugged for the weekend and defrosted. This was a necessary step since we did not want this to happen again with the control board. *** went back out to put the parts in on Monday. At this time Ms*** wanted him to replace the evaporator cover. This has nothing to do with the way that the unit works. It is only a cosmetic piece. He came back to the facility to order the part that needed to be replaced. We called to have the warranty company approve the additional part, they stated that it was not covered being that it is not a mechanical part and necessary for the operation of this unit. *** has stated that if Ms*** wishes to purchase the part that he will install the part at no additional cost. Again we are extremely sorry for any inconvenience this may have caused Ms ***
We sent a tech out to Ms*** to look at a freezerator. This is a unit that can be either a refrigerator or a freezer. She had instructed the tech that the last time this had happened to the unit they had to replace the control board. He did check to see if the board was
operational but it was indeed the issue as well as the bi-metal fuse. Our tech came back into the facility and ordered the parts needed. At this time the ticket was misplaced. We are extremely sorry that this incident took place and we can guarantee that this is not a occurrence. We are after all only human and at times mistakes happen. We cannot apologize enough to Ms***. This error was not corrected until Ms*** called in to check the status of her parts. At that time we found the error and sent the information over to her home warranty company to correct this issue. Parts were ordered and overnighted at our expense due to this error. *** went out to put the parts on and while he was there he removed the evaporator cover, showed her the ice and that the place where the screws go into was strippedHe has stated that this was not done by him and was already stripped when he started. There was ice frozen in the walls, which required the unit to be unplugged for the weekend and defrosted. This was a necessary step since we did not want this to happen again with the control board. *** went back out to put the parts in on Monday. At this time Ms*** wanted him to replace the evaporator cover. This has nothing to do with the way that the unit works. It is only a cosmetic piece. He came back to the facility to order the part that needed to be replaced. We called to have the warranty company approve the additional part, they stated that it was not covered being that it is not a mechanical part and necessary for the operation of this unit. *** has stated that if Ms*** wishes to purchase the part that he will install the part at no additional cost. Again we are extremely sorry for any inconvenience this may have caused Ms ***