FM Fire Control Company, Inc.

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

Mr. [redacted],     Campbell Appliance is truly sorry for any negative experience you have encountered with their service. Campbell Appliance has not been out to diagnose the oven because the customer wanted to order the control board and put it on. Campbell Appliance did have a...

technician assess the part on 7-22-16 when the part was brought in to the office, and the technician found that there was dust in the control board and visual signs of the part being used. The part was ordered new from a supplier and delivered to the office in a sealed box. Campbell Appliance offered to send a technician out to assess the oven to verify the diagnoses of the oven and the working condition of the control boards. Campbell Appliance did not mention at anytime that they would charge to send a technician out. Campbell Appliance is still more than happy to send a technician out to service diagnose the oven and working conditions of the boards.

Mrs. [redacted] did not respond back agreeing to what Campbell Appliance had offered her. Since Campbell Appliance did not get any response, Campbell Appliance stopped payment on the first check in which Mrs. [redacted] claims she did not receive and issued and mailed another check for the same amount that was agreed in the first place, $ 141.50. Mrs. [redacted] has all new parts in her possession and services have been rendered. If Mrs. [redacted] has had any other issues regarding this matter, Campbell Applinace would have been happy to go out and fix her refrigerator, however Mrs. [redacted] has elected not to have Campbell Appliance at her residence. Campbell Appliance would like to take this opportunity to apologize for any negative experience Mr. & Mrs. [redacted] has had with Campbell Appliance!

Complaint: [redacted]
I am rejecting this response because:  It is merely a reiteration of Campbell's self justification.  Based on the two stories, either the capacitor was grossly over priced (Story 1), or the effective labor rate of $389 per hour was unreasonably high (Story 2).  I have agreed that after hours work should result in a premium.  We just differ on how much premium is fair and reasonable.  Using your logic, the technician should have received the entire $389 I paid for his one hour he spent in support of my problem.  After all, Campbell had already received the premium on the service call and any parts markup.  I feel confident that some, if not most, of my $389 labor payment lined the company coffers.  I feel we are now beating a dead horse since you have reconciled your business practices to yourself.  All I can say is "you got me this time, but never again".  Please don't refer any potential customers to me for reference.
Regards,
[redacted]

I apologize for your dissatisfaction, it is our goal torepair your issue to your satisfaction. I do apologize to inform you that we will not be able to refund for theirservices or our services.  We offerwarranty and if you in the future have any additional issues we will be happyto send our service manager to your residence.  Thank you 
[redacted]

CAMPBELL APPLIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU MAY HAVE ENCOUNTERED WITH OUR SERVICE. OUR SERVICE FEE IS $55 WAIVED WITH REPAIRS. WHEN A CUSTOMER ORDERS A PART TO BE INSTALLED, WE CANNOT RETURN THE PART FOR FREE. THERE IS A RE-STOCKING FEE. OUR MINIMUM LABOR FEE IS $129.00. OUR...

INVOICES DO STATE THAT ALL SALES ARE FINAL AND THAT NO REFUNDS WILL BE GIVEN ON DEPOSITS. WE DO APOLOGIZE THAT THE PART WAS PUT ON BACK ORDER, BUT I SHOW IN OUR RECORDS THAT YOU CONFIRMED WITH THE OFFICE THAT YOU WERE OK WITH IT BEING ON BACK ORDER AND THAT YOU STILL WANTED SERVICE.  AS FOR OUR INVOICES, THEY ARE ELECTRONIC. WHEN A TECHNICIAN HANDS THE PHONE TO OUR CUSTOMERS TO SIGN, ESSENTIALLY IT IS UP TO THE CUSTOMER WETHER OR NOT THEY WANT TO READ THE TERMS AND CONDITIONS, WHICH ARE RIGHT BELOW THE SIGNATURE SPOT. UNFORTUNATELY WE CANNOT ISSUE A REFUND. WE WOULD BE MORE THAT WILLING TO MAKE THE REPAIR RIGHT AND FOLLOW THROUGH WITH THE INSTALLATION OF THE PART, BUT AS NOTED IN YOUR COMPLAINT, YOU HAVE FIXED IT YOURSELF ALREADY.

Campbell Appliance truly apologizes for any inconvenience with the customer’s repair. Our records show that an appointment was created February 9, 2017 and our service manager followed up the next day and repaired the customer’s dishwasher. We are more than happy to send the service manager back out...

if the customer is still experiencing any issues with her dishwasher. Again, Campbell Appliance truly apologizes for any inconvenience.  Tell us why here...

CAMPBELL APPLIANCE DOES NOT TYPICALLY CLOSE ACCOUNTS ONCE THE INVOICE HAS BEEN SIGNED AND PARTS HAVE BEEN ORDERED. ESSENTIALLY ONCE PARTS HAVE BEEN ORDERED THE CUTOMER IS HELD REPONSIBLE FOR THEIR PARTS. WE DID NOT AGREE TO CANCEL SERVICE PRIOR HOWEVER SINCE IT WAS OVER LOOKED AND THE SERICE FEE WAS...

DEPOSITED WE WILL GO AHEAD AND CLOSE THIS ACCOUNT AS THE SERVICE FEE HAS BEEN PAID.

We did send our service Manager [redacted] out to your home.  [redacted] found the work that our technician [redacted]performed to be satisfactory.  [redacted] foundthat the outlet and hose to your wall to be old and needs to be replaced.  We did not service this item.  We cannot accept responsibility.  [redacted] previously advised you that will need toreplace due to the age and corrosion caused over the years.  I do apologize that this unfortunate situationhas occurred however we do not accept responsibility. This situation is not dueto our workman ship it is due to lack of maintenance.  Thank you

Campbell Appliance is very sorry for any negative experience you have encountered with your service. We try our absolute best to accommodate all our customers and make them all happy. Unfortunately we are not able to give a refund since services have been rendered.

Complaint: [redacted]
I am rejecting this response because: To me that's just not acceptable! 
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you have had.  I would like to send the supervisor technician out to your residence to get this matter solved. As for the light, Campbell Appliance had to file warranty on that part which can take up to 3-4 weeks before we get the...

part. The process isn't as easy to just call it in.  The warranty on the part has to be file, then approved, then sent out.  Once again I do apologize for any negative experience you have experienced with Campbell Appliance. We are willing to make it right and get you taken care of. I can have the service manager there on Tuesday 19th, 2016 if you are available? Please let me know at your earliest convenience so we can go ahead and get you on schedule! Thanks Again!

Complaint: [redacted]
I am rejecting this response because:I had requested an HVAC system inspection (Spring AC, Fall Heating) because [redacted] recommended it as I had no idea when it was last serviced. I called and scheduled that despite the troubles with the refrigerator because I did not blame the technicians for the amount of time it took to conduct the repairs (over a month!) and that, at the time, I had received courteous treatment from them. My qualm isn’t with the service provided for my HVAC system: [redacted] performed both inspections and was professional, polite and even showed me how to help maintain my systems. My qualm also isn’t about the first through seventh time I had to come home from work to meet a technician to have my refrigerator worked on or that I had to use ice and coolers for over a month to keep my family’s food from spoiling. My qualm is the fact that most recently I was lied to, disrespected and swindled out of a service call fee and the guarantee of your work. I laid this out clearly before: 07 April 2015 and 16 April 2015 were the last dates that parts and labor were used in the refrigerator service – less than a year ago. When I scheduled the appointment on 26 March 2016 after the repairs failed again, the receptionist/scheduler looked up my information in your system and told me my refrigerator was still under warranty, and furthermore stated that there were no charges for the service call due to this fact. I was later told I would have to pay the service call fee. This is devious and fraudulent business practices that your company should be ashamed of. And the fact that you advertise and preach your one year parts and labor warranty but do not hold yourselves accountable is both infuriating and disheartening. I am steadfast in my original request of resolution, and now with the assistance of a law firm. I am filing this incident and all communications with the Bell County Sheriff’s department as well.
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you have encountered with our services. We have been in business since 1959 and try our best to make all our customers happy. After talking to the technician and the office I am showing this to have been resolved over the phone with Mr....

[redacted]. Your file shows that Mr. [redacted] talked to the office manager and he felt the $ 195.41 refund is fair. I also show we did not charge a service fee due to this misunderstanding and miscommunication of the part warranty issue. We did however charge you for the labor which is $204.59. Please give 7-14 business days to receive your refund. Again I do apologize for any negative experience you have encountered with our services. if you have any future problems with your unit please just give us a call and we will certainly get it taken care of! Thank You for your business!!

Complaint: [redacted]
I am rejecting this response because: I have listened to Campbell's latest explanation and completely appreciate the requirement for some level of premium pay for after duty hours work.  As I have already stated, I understood going in, that the after-hours service charge was $89.  There was no warning that the after-hours labor rate was double-time and that the base rate was exorbitant.  Had I known these facts, I would have opted to forego the repair until Monday morning.  I guess I could have refused to pay and had the technician remove the new capacitor, but I hesitate to imagine what the charge for that would have been.  My complaint is with the sheer magnitude of the premium invoked and the fact that I received two completely different explanations of the total cost, the labor story coming after I had debunked the part cost story.  Based on my life experience, I cannot accept that the technician was paid $389 for one hour of effort, including travel time.  If so, lots of us are definitely in the wrong business.  
Regards,
[redacted]

We have been trying to reach Mr. [redacted] to get this matter resolved. However we have been unable to. Unfortunately we have not been able to come an agreement on payment & before I confirm payment has been made or will be made at the follow up I am unable to schedule completion of the service. I...

do have the parts needed to complete the service & can schedule it for as early as tomorrow. However until the matter of payment is settled I'm unable to do so. I will continue to try to reach him until I am successful. Further more Mr. [redacted] has my office number as well as my personal & I welcome a call from him at his earliest convenience so we can get everything worked out. Thank you very much.

Campbell Appliance is very sorry for any negative experience you have encountered with our services. Unfortunately, we are not able to give a refund or pay for another company to repair it for you.

CAMPBELL APPIANCE IS VERY SORRY FOR ANY NEGATIVE EXPERIENCE YOU HAVE ENCOUNTERED WITH OUR SERVICES. PLEASE KEEP IN MIND WE ARE THE MERCY OF OUR SUPPLIER AND YOUR PART IS SHOWING TO BE DELIVERED MONDAY. THE TECHNICIAN HAS YOU ON HIS SCHEDULE FOR MONDAY, AUGUST 1ST.

Complaint: [redacted]
I am rejecting this response because:
This is a response and not rejection as the business has resolved the issue with the Freezer but could not fix the Stove on 1/22/16. Awaiting the next co-ordinated effort and plan from the business to finish the job and close the chapter.
Regards,
[redacted]

Campbell Appliance is sorry for any negative experience you have encountered with our services. After talking to the technician, he has informed me that the unit is running properly. The flu pipe needs a escutcheon and we have you on the schedule for September the 14th. Our schedule is completely booked until then. This is a cosmetic issue and the unit it working properly.