FM Fire Control Company, Inc.

On 7-11-Mr.*** called in because HVAC unit was notcooling. We sent our service manager*** out to his home *** found that the fan motor would not turn on, and theunit was low on Freon. *** quoted toreplace cap and add Freon and also advised if unit fails again the fan willneed to
be replaced. Mr*** approvedrepairs and *** added the Freon and replaced cap. We cannot refund due to the fact on the veryfirst visit *** advised him if fan fails again fan will need to be replaced. Please see attached invoice. Thank youRachel Humphreys

CAMPBELL APPLIANCE IS SORRY FOR ANY NEGATIVE EXPERIENCE THE CUSTOMER HAS ENCOUNTERED WITH OUR SERVICESUNFORTUANTELY WE ARE UNABLE TO ISSUE A REFUND. THE HOT WATER HEATER DID IN INFACT NEED A TEMP SENSORTHE TEMP SENSOR WAS NOT READING ANY RESISTANCE ON THE TECHNICIANS METERTHE HOT
WATER HEATER ALSO NEEDED A CONTROL BOARD TO FIX THE ISSUE, WHICH DID FIX THE ISSUETHERE WAS COMMUNICATION ERRORS THROUGHOUT THIS SERVICE BECUASE NOT ONLY WERE WE DEALING WITH THE TENANT, WE WERE ALSO DEALING WITH A PROPERTY MANAGER AND THE HOMEOWNER AS WELLTHE HOMEOWNER GAVE APPROVAL OVER THE PHONE AND VIA EMAIL TO FIX THIS ISSUEWE HAVE EMAILS AND A CREDIT CARD AUTHORIZATION FORM TO PROVE SOWHEN THE HOMEOWNER GAVE APPROVAL WE WENT AHEAD, ORDERED PARTS NEEDED AND FOLLOWED UP ONCE PARTS CAME IN TO INSTALL THEMAT THAT POINT WE WENT AND INSTALLED THEMWE FEEL THERE WAS POOR COMMUNICATION BETWEEN THE HOMEOWNER AND THE TENANTTHE HOMEOWNER HAS INFACT TRIED TO DISPUTE HIS SECOND CHARGE FOR THE CONTROL BOARD THROUGH HIS CREDIT CARD COMPANY, HOWEVER ALL SERVICES HAVE BEEN RENDERED AND HE HAS POSSESSION OF HIS PARTS ON HIS WATER HEATERHE ALSO HAS POSSESSION OF THE TEMP SENSOR ON HIS WATER HEATER, WHICH IS WHAT THIS COMPLAINT AND DESIRED SETTLEMENT IS ABOUTWITHOUT SOUNDING TOO BLUNT, WE FEEL LIKE THIS CUSTOMER IS WANTING SOMETHING FOR NOTHING, BEINGS HE IS TRYING TO DISPUTE BOTH CHARGES IN A SENSE WHEN AGAIN HE HAS BOTH PARTS ON HIS UNIT AND HIS UNIT IS WORKING

Complaint: ***
I am rejecting this response because: the issue is still not resolvedOur units are still not working properlyI agree that they have come out to recharge the system with freon several timesHowever, we still await the TXV that has been on order for several weeks now only after we complained and it has not been determined if that will correct the issue*** *** did come out to our homeHe says that he called the owner, but the owner refused to speak with usMy issue is they did finally come out after I complained to you and still the a/c has not been repaired or installed properly.
Regards,
*** ***

Campbell Appliance is very sorry for any negative experience you may have encountered with your serviceThe parts we have already installed are under warrantyCampbell Appliance cannot issue a refund but we are certainly willing to make it right and get it working for youI am showing
in the system we were last out there on February 22,and have not yet heard back form you regarding your fridge not workingCampbell appliance is not trying to get any more money out of you and are willing to make it rightIf you need any additional service please feel free to call us so we can get you on the schedule and taken care of

I do apologize in the delay in you getting your refund. Please see attached document which shows acredit to your credit card. Thank you Rachel H***

Campbell Appliance truly apologizes for any inconvenienceWe are sorry, but we have given the option to send a technician out to assess the oven, as well as giving the option to bring the old and recently ordered part back for us to send to the distributorWe are sorry, but we are at the mercy of our suppliers when it comes to returning parts

CAMPBELL APPLIANCE HEATING AIR HAS CONTACTED THE CUSTOMER REGARDING HIS COMPLAINTWE HAVE RESOLVED THE ISSUE AND WE WILL BE REFUNDING HIM THE TOTAL AMOUNT OF $UPON THE REQUESTED RECEIPTS FROM BOTH *** AIR AND SPECIALTY RESTORATION OF TEXAS, INCTHIS ISSUE HAS BEEN ADDRESSED AND
RESOLVED

On 6-19-*** called our office stating her fridgewas not cooling. We sent our technician*** out to her home, *** found that the control board had failed and neededto be replaced. We order the part at*** request, once the parts arrived we returned to install the parts
on6-24-15. On 6-25-*** called in stating her fridge was notcooling, we sent *** back out to her home. *** found the control board at burnt out again and thecompressor was no longer kicking on. *** advised *** we would install a new control under warrantyand he quoted for a new compressor which is our cost on the part. *** would have quoted for the compressor atthe first time of service, however the compressor was working at the very firsttime of service. *** called our office on 6-29-stating she did notwant us to install compressor. She askedto speak with *** and advised *** that Modern T.V and Appliance was going togive her a new fridge due to the fact that he where she originally purchased herfridge. She told *** she wanted all ofher money back for the services we provided. *** advised her we will be happy to resolve the issue with her fridgein another manor. *** got veryupset because she does not want the service she just wants her money back. At which point she told *** that *** wasflirting with her and she flirted back and that her actions were innocent. She stated that *** actions were notinnocent. *** was called into theoffice and questioned about the claim *** stated. *** states he did not act inappropriate andstated that *** was very nice and does not feel like she was flirting withhim. We cannot refund however if she still has fridge we canreach some type of agreement to get this matter resolved Thank you*** ***

Campbell Appliance went to *** *** rental property at Haven Drive in Killeen Texas on September 19, to service her ice maker in her refrigeratorThe technician found that the water valve was leaking due to a crack in the valveThe water was turned off when the technician arrived to
the houseThe technician turned the water on and found water spraying from the broken valveThe technician quoted her $plus tax to repair her ice maker and she approved repairsAt that point her part was ordered and her card was ranWe followed up once the part arrived and installed the water valve on October 5th, All services have been rendered at this pointOne month later we went back out to the rental propertyThe technician found that the ice maker was not making ice due to gears being locked up on the ice maker not allowing it to cycleThe technician called Mrs*** at the time of service and explained that this was a totally separate issue from the water valve and quoted her $plus tax for a ice maker replacementHad Mrs***s refrigerator not been working for that whole month, Campbell Appliance would have gladly went back out their to service her refrigeratorAgain, at this point all services have been renderedIf Mrs*** is needing any further service Campbell Applaince is certainly willing to replace her refrigerator, at the cost of $ plus tax

CAMPBELL APPLIANCE TALKED TO THIS CUSTOMER THE SAME DAY THEY WROTE TO THE Revdex.comWE INFORMED THE CUSTOMER THAT WE WOULD LIKE TO SEND A TECHNICIAN OUT TO THEIR HOME TO SEE WHAT WAS GOING ON, ADDRESS THE ISSUE IN PERSON AND GET THIS MATTER TAKEN CARE OFTHE CUSTOMER WAS VERY RUDE AND BELLIGERENT OVE
THE PHONE TO THE CUSTOMER SERVIE REPRESENTATIVETHE CUSTOMER WAS YELLING AND CURSING AT THE REPRESENTATIVE AND THEN HUNG UP ON HERCAMPBELL APPLIANCE HAS NOT HEARD BACK FROM THIS CUSTOMER SEINCE THEY HUNG UP ON THE CUSTOMER SERVICE REPRESENTATIVE

*** ***'s ice maker was not working due to a cracked water valveShe approved repairs and the technician went back out to install the water valve once the part came inAt this point all services had been renderedOne month later she called back in stating it was not workingAt this point the technician gave her an estimate for a new ice maker*** *** declined servicesOn her invoice in which her tenant signed for approving repairs, it clearly states that should additional parts be needed they will be charged separatelyAnd month later after the first repair, her ice maker did need replacedCampbell Appliance is very sorry for any negative experience *** *** has experienced with usHowever, we would be willing to come out and replace her ice maker for the amount given from the technician, but Campbell Appliance also stands very firm that there will not be any refund given

We did not add any additional disclaimers, *** clearly wrote down hisfinding on the original invoice. Theunit did need a new capacitor, due to the fact the unit started working when weinstalled a capacitor we were not going to charge you for a new motor when theunit turns on. I understand that it isvery uncomfortable when you do not have a cool home. Due to the fact we did originally advise thatfan may need to be replaced we will not be able to refund. Thank you

Campbell Appliance Heating & Air was called out by Mr*** on 6/25/for his refrigerator not cooling. On this date, we sold an evaporator coil and returned to install on 7/1/2015. We did not hear back from Mr*** until 7/29/2015, which means the refrigerator repair we completed worked. We then returned again on 8/8/and installed a defrost system, completely different issue/repair, in which we did at no additional cost to Mr***. The defrost system on a refrigerator is normally a $plus repair. The refrigerator then worked again for weeks. Mr*** contacted our office again on 8/24/2015, we recharged the unit and pulled a vacuum. We have invested a substantial amount of money and time into this refrigeratorThe first initial repair that Mr*** paid for worked and was completed as it was supposed to be. Mr***'s refrigerator has several different issues in which we can not control. We feel as if we are being more than fair by refunding Mr*** almost half of what he paid for the repairEspecially considering we have quite a bit more money invested than what was paid, which was

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is still unsatisfactory to meHowever, I know that they will never do the right thing and issue a refund or pay for someone else to fix it even though they are not able to fix itAs far as I am concerned this matter is closed, however we are not satisfiedWe will never recommend this business to anyone
Regards,
*** ***

SO VERY SORRY FOR THE LATE RESPONSE REGARDING THIS COMPLAINTMRSBENSON CALLED IN FOR SERVICE FOR HER WASHERTHE ORIGINAL COMPLAINT FOR HER WASHER HAS BEEN RESOLVEDUPON DELIVERY OF HER WASHER, THE TECHNICIAN FOUND ANOTHER ISSUE WITH HER WASHER, A SEPARATE ISSUEWE ARE NOT CHARGING THE CUSTOMER
ANY ADDITIONAL CHARGES FOR THIS NEW REPAIR NEEDING MADEWE HAVE ORDERED THE PART, WHICH WAS PUT ON BACKORDER BUT IS NOW SHOWING FOR DELIVERY FOR TUESDAY 28THONCE THE PART ARRIVES WE WILL GET IT INSTALLED AND HAVE THE CUSTOMERS WASHER DELIVERED AN NO ADDITIONAL COST TO THE CUSTOMERUNFORTUNATELY WHEN WE ARE DEALING WHEN FOREIGN MADE APPLIANCES, PARTS CAN TAKE MUCH LONGER THAN USUALWE ARE DOING OUR ABSOLUTE BEST TO SATISFY THIS CUSTOMER AND RETURN HER WASHER TO HER IN WORKING ORDER. Kindest Regards,*** ***Campbell ApplianceHeating and Air Inc.Vice President***

Campbell Appliance has come to an agreement to offer you two optionsThe first option is that you can bring both boards to the office for Campbell Appliance to send to the distributor for the distributor to inspect the boardsThe part that was recently purchased with the sticker dating 2003, must be brought back in the original packageIn the event that the distributor determines they will replace the board, then we will gladly send you the new boardIn the event the distributor determines that they will not accept the board, then Campbell Appliance will not be responsible for a refund or a new boardOur second option is to send a technician out to evaluate your oven and the boardCampbell Appliance agrees to send a different technician out other than the one who inspected your part the first timeOur first availability will be this upcoming Tuesday, August 2nd In the event the technician feels the board is not the original board sent, or if there is another issue with the oven, Campbell Appliance will not offer a refund or board replacementIn the even the technician does determine the board is the original board sent, and it is malfunctioned, the technician will send the board in for replacementIf the distributor refuses the board, then Campbell Appliance will not be responsible for a refund or replacement

Complaint: ***
I am rejecting this response because:the part came in and they installed itThey say they have also repaired the leakThey did not have the appropriate items to repair the fluteThey were not sure when they would be able to repair it.
Regards,
*** ***

Campbell Appliance truly apologizes for any inconvenience with your service and the timing of your refundOur records show that your refund has gone throughPlease contact us if you have not received your refundWe do apologize for any misunderstand regarding replacing your AC UnitThe
technician found that the breakers were burnt, and the other company bypassed the breakersCampbell Appliance will not bypass breakers on AC equipment because it is a safety issue and against TDLR regulationsAgain, Campbell Appliance truly apologizes for any inconvenience

Complaint: ***
I am rejecting this response because: It is full of incorrect claims and informationWho are "I" and "we" in the response are not clear to meThey are trying to contact me to resolve the issue is absolutely falseI have even given the office my Email address and asked times to give the invoice for the entire project to resolve the payment issue without their responseAs per copy of the estimate I owe $to them (already paid $1,500.00), which I have no problem paying upon successful repair of my stove and returning of my fully repaired Sub-Zero freezerUp to the point of my complaint I had not been contacted by them and I got nobodies personal phone numberThis evening I got a call from their office which I could not take due to my professional assignmentThat is the only call they are true aboutDealing with a customer in this fashion is very unprofessional and undesirable.
Regards,
*** ***

Mr*** called Campbell Appliance after hours for an AC repairThe technician went to his property and replaced the dual run capacitorThe charges in which he was charged for it being after hoursThe customer paid $for an after hours service fee and since it was after hours, the labor
charge is doubleThe labor charge was $x which comes to which would make the part cost $Had the customer wanted service during business hours the labor would not have been double and the service fee would have been only , waived with repairsAs for our warranty, I think the customer mis understood the technicianYes the part would be under manufacture warranty for a year but not the laborAs for the repair that was made and the capacitor going out again, that is due to the fan motorCapacitors should not go out within days unless there is something causing it to go outIn this case the capacitor did go out because the fan motor is needed to be replacedThe fan motor is pulling too much amperage from the capacitor The customer will continue to have to replace the capacitor until his fan motor gets replacedSounds like the technician from the other company may not be very knowledgeable with this repairAs for the service fee for the second time, we cannot issue a refund because there is another issue with the customers fan motorThe technician did offer him $off the second repair due to us recently replacing the capacitorThe customers unit did work for several weeks until the capacitor went out againAnd as I stated above, his capacitor will continue to go out until he gets his fan motor replacedWe are not able to issue any refund due to services being renderedWhat the technician replaced and diagnosed was correct