FM Fire Control Company, Inc.

On 6-16-Mrs*** called our office stating her air conditionwas not cooling. We sent our technician*** out to her home. Upon arrival our technicianwent to the thermoset to turn the unit on. The indoor unit turned on so *** went outside to make sure the outdoorunit turned
on. *** found that theoutdoor unit was not turning on. ***tested the capacitor and found that the capacitor was bad. *** called Mrs*** and advised her ofhis diagnosis and the cost involved. Mrs.*** advised *** to replace the capacitor. *** replaced the capacitor and the unit started blowing cold air out ofthe vents. *** advised Mrs*** togive it a few hours to cool the whole house. I have received an invoice from another HVAC company which states theyrewired her zone control board. Ourtechnician never touched the zone control or anything with the indoor unit, dueto the fact the indoor unit turned on. Ispoke with *** about the other companies finding and his statement to me was,why did they have to rewire it? I didnot touch the indoor unit and the unit was cooling when I left. With the findings of the other company andthem stating they rewired, *** states because he never touched the Zone thatdoes not make sense to him. If theyjust switched wires then how has her unit been working all these years? You mentioned in your letter that you have surveillance,we provided honest work and hope you can take a moment to view your surveillanceso you can verify that *** did not touch the wires on your zone board. If there were other issues, had Mrs*** called us backshe is under warranty for the job we completed we would have sent ourtechnician back out to her home. We cannotrefund for the service we provided nor can we refund for the service providedby the other company. Thank you

Mr ***,Your indoor unit did need to be replaced due to it not being repairable and having rust on the coils, mold in the unit and oil in the drip panThe leak that was later found on your outdoor unit was not there during your initial visit nor was it there at the time of the follow up for the
installation of the indoor unitWe did repair your outdoor unit at no additional cost to youWe have offered to repair your ceiling at no additional cost however per your conversation with the office via email you stated, " I am not upset about the ceiling as that is a minor issue that can be fixed easily." We will not be issuing a refund on the installation of your indoor unitAs for the invoice you are requesting, Campbell Appliance does not have a break down of parts and laborWe are a flat rate company

Campbell Appliance started the install and had to leave to pick up different equipmentThe customer refused to allow the technician back and told them to leave when they arrived back that same dayThe customer then called and asked for our technician to come back out and hook everything up and
wanted to move forward with repairsCampbell’s technician went back out to the customer’s house late that evening after working a long day and finished hooking everything up for the customerCampbell only had to come back to install an air handler at a later date because the original air handler that was ordered was to big for the closetThe customer then called back and said she did not want to move forward with installing the air handler and she wanted a refundCampbell informed the customer that she was already in possession of the equipment that was purchased and already installed, and that we could not give a refundThe customer then stated that one of the condensers was under warranty, in which condensers only have year manufacture warrantyThe previous technician who installed the condenser wrote on the invoice that the condenser had year warranty, in which Campbell does not offer a year warrantyThe customer did not inform Campbell of this until after the new condenser was installedThe customer was offered to have the new condenser taken out and we would repair the old condenser, in which charges to fix the condenser under warranty would occur and the customer would be refunded some of her funds back, in which she declined and sated she would dispute her chargesThe customer informed the service manager that she would take her chances and dispute her charges, and would go through with allowing us to install the air handler that she purchased if she lost her disputeCampbell’s system does not allow partial refunds, in which we would have to run the new amount and refund the full previous paid amount backThe customer refused, and Campbell now stands firm on no refund will be given and Campbell Appliance is more than happy to install the customer’s air handler that is in the ware house that the customer purchasedCampbell Appliance regrets how the customer feels, and wants the customer to be happy, but this whole process has been a challenge with the customer going back and forth

Complaint: ***
I am rejecting this response because this invoice says that deposits on parts are non-refundable. We did not make a purchase on parts. This invoice does not cover installation or any kind of labor. It was not stated that what we were paying was a deposit. We understood we were paying for installation and were paying in advance in order to get on the calendar for a time period that was sooner versus later and that the service fee price would be applied to the cost of the INSTALLATION!!!! Not a deposit. If we would have been aware of this not being the case, we would have paid the $we were advised was due by the technician and we would not have owed anything. When we called THE SAME DAY, the technician advised that the following Monday he would bring the check back. He failed to do this. It seems like very seedy business practices to allow misinformation from a technician to be at the cost of the customer and not the company that employs that technician. Additionally, did the technician perform any duties that would make him go over the amount of time allotted for a service call? He pulled the dishwasher out, diagnosed the issue and gave us our options. If this took longer than normal, AGAIN why were we not advised of this during the visit? Prior to the technician leaving, he stated that our amount due had we not chosen to pre-pay for the installation would be $55. How is this business practice to allow us to be quoted a price and then it change after the visit because we decide that we do not want to pay additional fees that we do not need. On one accord you are saying we forfeited a deposit and then state that we are paying for additional time? Which is it because we would be paying for both? That does not make much sense. It sounds like there is a disconnect in processes with the office and the technicians. Still does not explain why that is at the cost of the customer and not the company. Internal miscommunications should be fixed within and not taken out on the customers. Furthermore, it is disappointing that I was advised by ***, prior to refusing to answer my question and hanging up in my face, a office manager was going to give me a call on Jan 9, and two days later on Jan 11, 2017, I have not received this call. How I have been allowed to be lied to and completely disregarded as a customer is truly disappointing.
Regards,
*** ***

AGAIN, CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUR SERVICEWHEN WE SCHEDULE A SERVICE APPOINTMENT WE MAKE IT VERY CLEAR THE PERSON IN CHARGE OF PAYMENT EITHER HAS TO BE THERE AT THE TIME OF SERVICE OR WE NEED A CREDIT CARD AUTHORIZATION FORM ON FILE TO GO THROUGH WITH SERVICEWE ALSO MAKE IT VERY CLEAR THAT WE NEED TO BE ABLE TO CONTACT THE TENANT WITH A HOUR TIME FRAME AND ALSO WHEN THE TECHNICIAN IS ON HIS WAYWE DO TRY TO WORK WITH THE HOMEOWNER AND/OR PROPERTY MANAGER AS WELLBUT ESSENTIALLY WHEN WE GO TO A HOUSE OR A BUSINESS, THE PERSON THERE AT THE TIME OF SERRVICE IS REPSONISBILE FOR THE JOB ITSELF AND THE PERSON IN CHARGE OF PAYMENT IS OBVIOUSLY IN CHARGE OF PAYMENTWE SHOW IN OUR NOTES YOU WERE UNAWARE THE JOB WAS COMPLETED BUT WE FEEL ONCE WE GET YOUR APPROVAL FOR REPAIRS AND PAYMENT IS COLLECTED AT THAT POINT WE DEAL WITH THE PERSON WHO WILL BE THERE AT THE TIME OF SERVICETHE JOB ITSELF WAS COMPLETED ALMOST A MONTH PRIOR TO YOU CALLING AND WANTING TO CANCELL SERVICE. AGAIN, WE HAD YOUR APPROVAL TO GO THROUGH WITH REPAIRS AND WE ALSO HAD YOUR APPROVAL TO RUN YOUR CREDIT CARD ON FILE FOR THE AMOUNT YOU ARE TRYING TO DISPUTEWE FEEL THAT THERE WAS POOR COMMUNICATION BETWEEN THE TENANT, HOMEOWNER AND PROPERTY MANAGER. AND AS STATED BEFORE WE CANNOT ISSUE A REFUND OR ANYMORE OF A DISCOUTN THEN WHAT WE HAVE ALREADY GIVEN YOU, $ONCE AGAIN WE ARE VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUR SERVICEWE TRY TO MAKE ALL OUR CUSTOMERS HAPPY AND THAT IS WHY WE HAVE BEEN IN BUSINESS SINCE

Complaint: ***
I am rejecting this response because: On June 18th Terra from Campbell's called me @ 10:AM and left a voicemail that they wanted to resolve this issueI called her back 10:and she wanted me to send her a copy of my invoice with CASAI had not heard anything back from them so Tuesday June 23rd @ 10:AM I called Terra to see if they received my emailShe said yes and that all correspondents would now have to go through Revdex.comAnd that they don't feel they owe me ant money because their tech fixed the capacitor and never touched the zoning boardMy son demonstrated what the guy did in the houseBut I'm not gonna keep going back and forth with this companyOf course they are gonna try to stand behind their so-called work and dishonest technicianWhat do you expect, they have been finally called out by an upset customerShame on me for not thoroughly reading the reviews before I hired them to come out to my homeI found that they have an A+ rating because their techs give themselves stars on a service callWho does that shady companies that's who!!!! My house was built in so all these years that they claimed I can't even explain!
Regards,
*** ***

This is the first time Campbell Appliance has heard any complaint regarding a beeping noise. If Mr*** is having a new issue, Campbell Appliance would gladly go back to his residence to service the beeping noise. Mr*** first called Campbell Appliance regarding his ice maker not making any iceCampbell Appliance repaired his ice maker in which he paid $to have repairedAttached are the signed invoices/contract from Mr*** regarding this matterAll services have been rendered and Mr*** has new parts on his refrigerator, his ice maker is working and again all services have been renderedI would like to take this opportunity to apologize for any negative experience Mr*** has had with Campbell Appliance

CAMPBELL APPLIANCE IS VERY SORRY FOR THE WAY YOU FEEL ABOUT THIS BUSINESSWE WILL STOP PAYMENT ON THE CHECK FOR THE AMOUNT OF $AND ISSUE ANOTHER CHECK FOR THE REQUESTED AMOUNT OF $PLEASE UNDERSTAND IT WILL TAKE 10-BUSINESS DAYS FOR THE CKECK TO BE MAILED OUT

Complaint: ***
I am rejecting this response because:
To clarify, I would like to state we have two overall problems with service Problem one:When I was told what was wrong with the AC by ***, I specifically asked about the fan motor and was told it was fine However, on the invoice - which was given after the repairs were made and at the time of payment - there was a statement on the bottom which said if the AC goes out again the fan motor will need to be replaced This statement was not caught by my wife, since I was the one approving the work, not her I was not present at the time, so I did not see the invoice until days later when I returned home from my shift My biggest problem is understanding why this was not stated to me while I was approving the repairs *** told me that the freon was within limits, but was a little low and not at optimal levels This was an optional repair to allow the AC to work more efficiently and I chose to do this, so clearly I didn't mind spending the extra money if it meant my AC would be fixed appropriately I would think that if there was a question about the fan motor it would have been stated at this time as well, and I clearly would have opted to replace it at this time if I had been told.Problem two: If additional troubleshooting had been performed by the technician, he would have observed that the fan had a very low starting torque When the bearings warmed up, the torque would not be enough to overcome the bearing frictionThe original problem was described to the company and technician as a squealing noise from the unit Since the AC was off prior to the repair because it was blowing hot air, the fan bearings had cooled down long enough that the motor was able to overcome the friction If the technician had manually applied a little force to the fan blade, he would have observed that the fan would not run As stated by the company in their response, the fan motor did come back on, however since the house was so hot the AC ran continually for many hours before shutting off When the AC tried to turn the fan back on, we had the same problem we started with - the fan not spinningThis indicates a fan motor problem and not a capacitor.With all that being said, if the technician had just replaced the fan motor on the second call out, I would have been satisfied with my service Since most of the bill is for parts and labor that did not fix the problem, I believe I should receive a refund. On a side note, *** told me while he was diagnosing the problem that he had my AC working, however if I did not replace the capacitor, then the next time the fan cycled off it would not start back I replaced the capacitor as he suggested, yet still had the same problem I do not understand how they can say they fixed the problem, if I clearly still had the same problem I started with after receiving their services twice.
Regards,
*** ***

I have spoken with Mr*** and explained to him that we do not feel thatwhat has occurred is due to our workmanship. I advised him to call his insurance company and if they feel that whathas occurred is due to our workman ship than there insurance and our insurancecompany will
resolve any and all issues. Thank you*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: CAMPBELL APPLIANCE IS VERY SORRY FOR THE WAY YOU FEEL ABOUT THIS BUSINESSWE WILL STOP PAYMENT ON THE CHECK FOR THE AMOUNT OF $AND ISSUE ANOTHER CHECK FOR THE REQUESTED AMOUNT OF $PLEASE UNDERSTAND IT WILL TAKE 10-BUSINESS DAYS FOR THE CKECK TO BE MAILED OUTI am sorry I did not realize I had to do anything else because they had agreed to pay $I would greatly appreciate help getting refunded on this amountSo sorry for any inconvenience this might have caused anyone.*** ***
*** *** *** ***
*** *** ***
***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:since it will be more than days before they can get back to us and the work is incomplete ; we don't know the outcome yetThe "flu" is not just cosmetic as suggestedWe have a GAS furnace; therefore, it is a necessary for fire safetyResponses like this concern me for safety reasons for my family obviouslyThe a/c has not frozen up since their last visit which is the longest length of time that portion has worked since installedLet's hope that part continues to work.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: We received a phone call from Mr*** ***, attorney for Campbell Appliance (***) today (9-13-2016) at 1:PM to informed us that we had been offered $by *** who we do not know who he maybe.WE rejected his offer and Mr*** informed us that *** was threadening us with a counter suit for labor, court fees, lawyers fee. What this amounts to is intimidation from a company who has resouces to pay for all legal fees.Which of course we do not haveWe just do not understand why people try to take advantage of elderly folks who are on fixed incomesThis is total injustice to the local communityWe trusted this company from day one, and now it comes to this uncomfortable situation which my wife and I regret going throughAgain all we are asking for is the full refund and removal of the unserviceable unit from our property by Campbell's Appliance
Regards,
*** ***

Campbell Appliance is truly sorry for any inconvenienceCampbell is not able to offer a refund for the customer’s partThe part has been purchased by the customer, and has been installed by Campbell Appliance and uninstalled by another individualCampbell is unable to take back a used part
Campbell Appliance is more than happy to go back out to service the appliance to make it right at no additional charge

Complaint: ***
I am rejecting this response because:Something about Campbell's proposal just doesn't feel right It most certainly isn't fair that I pay them and - at best - receive my broken microwave in return I am going to do what DOES feel right and take the advice of my credit card company They will mediate my complaint with Campbell, on my behalf
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is what will happenI do not believe it is satisfactory as there has been little to no communication without me reaching outTheir Technicians have been more than kind, it is the customer service is lacking professionalism.
Regards,
*** ***

CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTEREDAFTER TALKING WITH THE TECHNICIAN AND THE SUPERVISOR CAMPBELL APPLIANCE WOULD GLADY REPAIR THIS ISSUE AT NO ADDITIONAL COSTYOUR REFRIGERATOR IS NEEDING A NEW CONTROL BOARD WHICH IS NO LONGER AVAILABLEWHAT WE CAN
DO FOR YOU IS COME AND PULL THE OLD CONTROL BOARD, SEND IT OFF TO WHIRLPOOL FOR REPAIR AND ONCE WE RECIEVE THE BOARD COME OUT TO INSTALL ITAS I SAID WE WILL NOT CHARGE ANY ADDITIONAL CHARGES BUT PLEASE KEEP IN MIND THAT WHEN SENDING PARTS STRAIGHT TO THE MANUFACTURE IT CAN TAKE UP TO 7-BUSINESS DAYS

Campbell Appliance called *** *** this morning, February 26th, and advised the customer Campbell Appliance could send a technician to her house today for her fridge repairShe has requested service for Friday, March 4thCampbell Appliance has put her on schedule for Friday, March 4th as requested by the customer

I'm very sorry to hear that you feel like the service you received was below parOn the invoice that I have attached to this response, you will see the agreed upon terms for
the service that was completed on March 28, If you would like I can have a technician scheduled to come out and remove the blocks of Styrofoam and piece of Insulation from under your housePlease understand that you were not only charged for the material, but also the labor for two technicians for one hourI did receive a notice that you have disputed your chargesAt this time we will not be issuing a refundThe technicians did exactly as outlined on your invoiceThe invoice was signedAnd the service has been completedThe technicians go by MSA pricing so it is flat rateWe do not itemize our invoicesIf you have any further questions please do not hesitate to reach out to us Per our previous conversations via email, we would be more than happy to send a technician to recover the pieces of leftover material