Famous Amos

We have reviewed the complaint from Mr [redacted] , 7/The initial problem was the unit would not turn off We replaced the control board and the hi limit thermostatMany times in our industry one component may cause another electrical component to go bad Our technician determined that the control board was bad, since it was not sending the right instructions to the motor 8/the problem is the unit runs for mins and then shuts off 8/our technician called Frigidiare Tech Support from their home, who suggested that the original bad board caused the motor to go bad, and it is now overheatingWe need to replaced the Motor and Blower Housing,We will also replaced the board and thermostat again at no charge (our technician was at their home for over an hour and 45min, and we did not charge for this visit )The customer would need to pay for the Motor and the Blower Housing and labor to install, unless they contact Frigidiare, they may give authorization or some compensation for these partsAs we mentioned above, there will be no charge for the Board and Hi Limit if they are needed.Mrs [redacted] left a message that the motor is covered under warranty, we left a message for the [redacted] 's to call back so we can go over charges and get them on the schedule on 10/12, but have not heard back

I would like to know, how, what another company did has anything to do with my complaintMy complaint is between me and Total Appliance not any other entityI feel the invoice in question is between me and the company that provided a good service and resultThat should have no effect on this complaintI think the other company has a right to privacy [redacted]

From: kristi d*** Date: Fri, Aug 5, at 10:AMSubject: Fw: Fw: ID - SECOND NOTICETo: *** ***
In response to the complaint below:
The customer was charged our Service Call of $and our standard labor rate of $40/ per qtr hour to diagnose the unitWe came to the residence and did diagnose the unit
If the customer has already gotten the unit fixed and can prove that our diagnoses was incorrect we would be happy to review for a refund
Thank you
Kristi
Total Appliance Service

After speaking to our technician, in summary Our 1st visit to install the blower assembly was 2/22, this required men to remove the Motor/Blower Assembly from there ventilation Hood 2/- of our technician, started at 1pm - turned off the electrical to the hood, prepared
the area and lowered the defective Motor/Blower Assembly, opened the box and found the new blower bad, they reordered the part, they left the defective motor out of the hood to save time on the return, end time 1:453/ of our technician, started at 2:30, installed the new motor/blower and reinstalled into hood, end time 3:00pm.see the attached showing our quoted rates of $40/qtr hour xmenPlease give me a call if you need any further informationThank youKristiTotal Appliance Service

I regret taking too long to respond to you regarding how Total Appliance resolved our problem. I would like to thank them for going above and beyond what was expected to resolve a very frustrating problem with a Frigidaire clothes dryer. They not only fixed the problem they elected not to charge us again for the service call. We greatly appreciate their effort to help us with an issue that took over 3 months to resolve. We would recommend Total Appliance to anyone needing that type of service. Again to Total Appliance - thank you very much.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I should not be charged for any labor that occurred on February 22, 2017.  Your company should have made sure the Replacement part was not broken prior to arrival or before starting any work for the repair. This was your techs responsibility. Though your technicians were here and took my hood apart, YOUR part was defective. You should have not charged my family for the process of taking the hood apart when you could not actually fix it (that was what I paid for during the 1st service call-2/3/2017.) I agreed to pay for labor when the end result would be a functional unit (which finally occurred on March 6, 2017.)Regards,
[redacted]

We have reviewed the complaint from Mr. [redacted],  7/13 The initial problem was the unit would not turn off.  We replaced the control board and the hi limit thermostatMany times in our industry one component may cause another electrical component to go bad.  Our technician determined...

that the control board was bad, since it was not sending the right instructions to the motor.   8/8 the problem is the unit runs for 5 mins and then shuts off.  8/19 our technician called Frigidiare Tech Support from their home, who suggested that the original bad board caused the motor to go bad, and it is now overheating. We need to replaced the Motor and Blower Housing,. We will also replaced the board and thermostat again at no charge.  (our technician was at their home for over an hour and 45min, and we did not charge for this visit )The customer would need to pay for the Motor and the Blower Housing and labor to install, unless they contact Frigidiare, they may give authorization or some compensation for  these parts. As we mentioned above, there will be no charge for the Board and Hi Limit if they are needed.Mrs. [redacted] left a message that the motor is covered under warranty, we left a message for the [redacted]'s to call back so we can go over charges and get them on the schedule on 10/12, but have not heard back.

I would like to know, how, what another company did has anything to do with my complaint. My complaint is between me and Total Appliance not any other entity. I feel the invoice in question is between me and the company that provided a good service and result. That should have no effect on this complaint. I think the other company has a right to privacy[redacted]

Company responded via phone as follows:The company understands the consumer may still be upset. However, their charges are accurate and the consumer accepted the charges.  The work that was done at the first visit expedited the time it would take on the second visit.

From: kristi d[redacted] < >Date: Tue, Jul 12, 2016 at 1:58 PMSubject: Re: ID [redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>
I have reviewed the complaint, but was unable to update BB website please see below:
Customer:  [redacted]  invoice# [redacted]
Our standard...

rates are $79.95 service call and $40/qtr hr, plus tax
Our technicians are very familar and highly trained with Subzero Appliances.  We are the only certified company in Cleveland for Subzero appliances. Our technician was able to diagnose the unit without adding additional Labor time for our visit on 6/21/16.  Due to our technician's knowledge of this product line, he is able to diagnose without too much physical repair.  This would actually save the customer money.
He found the unit must have a leak in the sealed system based on the symptoms , so he diagnosed replacing the sealed system components (Compressor, Evaporator w/ heat exchanger).
We do not typically just add Freon for a "temporary fix", as the other company did. Due to industry standards we should not knowingly allow freon into the environment.
The flat rate of $1600, is our rate for a "Sealed System" repair.  It is a very extensive job that can only be done by a certified refrigeration technician and it can take 3.5-5hrs. 
I would be curious to know how much the other company charge for the repair.
Any other questions please call me at 440-526-2544
Kristi
Total Appliance Service