FM Fire Control Company, Inc.

WE HAVE REACHED OUT TO THE CUSTOMER REGARDING THIS ISSUE- AFTER SPEAKING TO THE OFFICE MANAGER AND THE SERVICE MANAGER THIS PROBLEM IS ALL OVER A THERMOSTAT BEING PROGRAMMED WRONG. WE HAVE  BEEN OUT THERE TO ADDRESS THE ISSUE AND REPAIR THE PLENUM. THIS JOB HAS BEEN COMPLETED!

Campbell Appliance will not be offering a refund. The customer has chosen to take Campbell to court, so Campbell is going through the legal system as the customer requested.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]the second company that came out test the fan motor and said nothing was wrong with it even check to make sure it was pulling the correct voltage and said they were surprised that the last company that was out there said that there was nothing wrong with the compasser especially when it was  expanding.  And when I talked to the  secretary she said there was only a 30 day  warranty on the part not a year like what is being stated right now.  I should not have to hire another company to redo the same work that I just payed another company 3 times the amount to not do correctly the first time!!

Campbell Appliance truly apologizes for any inconvenience with our service. Campbell Appliance did offer to swap out the used condenser with another used condenser since the unit was recently installed and still under warranty, as well as offering to credit $1,200.00 towards a new unit.  Both...

offers were refused by the customer.  Campbell Appliance apologizes for any miss understandings regarding the warranty. Campbell Appliance offers a 90 day warranty on used units. Campbell was asked to refund the customer’s money back and pick up the unit because the unit was uninstalled by another individual, which voids any warranty. The customer has chosen to take Campbell to small claims court over this matter.

Complaint: [redacted]
I am rejecting this response because:There is not an “I Need Further Clarification About The Response” option so I had to choose “Reject”. If I agree to Campbell's offer, what will I get in return?  They did not discuss what their intentions are with regards to, what happens with the subject of this complaint; ie: the microwave.
Regards,
[redacted]

We are sorry that you feel as if we over charged you on repairs.  Mr. [redacted], the price you paid for the repair done on 8/9/15 is higher due to it being Sunday.  Sunday is not a normal working business day for us, it is afterhours.  Anytime we run afterhours, the service fee is in...

addition to the repair, in which you were quoted before we came out.  My technician discussed the problem with your compressor on 8/9/15, not on 9/18/15 as you have stated above.  8/9/2015 was also when the quote was given on replacement, not on 9/18/15.  Therefore, I do not see how he was trying to be a salesman on 9/18/15 as stated above.  We have a signed invoice stating "informed customer that compressor may be going out and that you may want to consider purchasing a new unit." It also states that you had a tripped breaker.  The capacitor we replaced on 8/9/15 worked for over a month.  Due to you compressor going out, it will keep blowing your capacitors.  We do not like to offer temporary fixes on older units, due to this type of situation.  Our technician made you aware of the state that your system is in before replacing the capacitor.  As far as your financial situation, I am sorry my technician made you feel as if he shrugged it off, however, if we did not care about helping our customers out financially, we would not have offered a payment plan to you.  I am also sorry that you had to pay the 2nd service fee, but we are a business and have to cover our expenses as well. I am very sorry you feel as if we have cheated you but we will not be refunding you the money you are asking for because the capacitor worked, and you were made aware of the circumstances before the repair was done.  We have a signed copy of the invoice, as do you. See attachment.

Complaint: [redacted]
I am rejecting this response because: The fact is that we did not know that the technician was at fault until we contacted another company to come out and look at our unit(s). Campbell's technician told us that our coil was bad and that the compressor was leaking. However, neither of these items were true. I find it amazing that he would tell us these things when the simple fact is that our thermostat was the only issue. He never even looked at or mentioned the thermostat. What is really sad is that Campbell's will not accept responsibility for their employees actions. I wonder how many times this same employee has told people that they need to replace their system when that is not the case. I honestly feel that this technician tried to scam us into buying a new system and I guess that I should be grateful that they only got $50 of our money instead of $3000. As I said before... I will not feel resolved until we get our service fee back.
Regards,
Claire [redacted]

I want to apologize for any inconvenience in the length of completingrepairs.  It is to my understanding all repairshave made and fridge is in working order.  Thank you[redacted]

We are truly sorry for any inconvenience the customer may have experienced with our service.  Unfortunately we are unable to offer a refund. The customer’s signed invoice stated that all deposits are non-refundable. Our technician did provide over an hour of labor on the dishwasher to fix the...

leak.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
This Installation was completed on a Saturday afternoon. Had I been told that you would not be providing me with proof of its cost ,I would have never done business with you. One of the conditions of this installation was that I would be able to receive proof of it’s cost. After installation and full payment your telling me that you don’t know it’s cost because you use a ‘Flat Rate’.That Should have been disclosed prior to Installation Specifically, when I asked Technician for proof of cost. Your company used deceptive information to get my business and that’s not fair to any consumer. The last time I spoke with someone from your company, the call ended abruptly while I was still speaking. Why would I call you again? Why would I want to continue to do business with you? This is just too shady for me. This unit is so loud that it wakes me up at night. I’m starting to think that is not a new unit and that’s why the cost is heavily guarded. I no longer trust anything your company has to say. Our business relationship was based on deceptive information and you took my money under those terms. The fair thing to do is to dissolve our relationship. You can come and get your Unit and refund my money.

While I agree that they have spent much time and money into trying to repair our refrigerator, I do not agree they have done what I originally paid for.  I paid for them to repair a refrigerator that was not cooling properly.  The refrigerator is still not cooling properly.  It did work for a month after their first attempt, but eventually leaked out enough refrigerant to stop working again.  I do not feel the original leak was in the evaporator coil which they replaced the first time.  After they replaced the defrost system, the repair only lasted a week.  I do not believe the defrost system was the issue either.  They apparently do not know what the issue is. Now, the leak is large enough to only last about a week after they recharge the system.  I do not agree they ever properly fixed the original issue. Thanks[redacted]l

As Mrs. [redacted] was already advised we would have been happy to send another technician out if their complaint would have been against the technician's service. However what we were told by Mr. [redacted] is that they had warranty with another company so they no longer needed our services as they would not be able to utilize the warranty with us. Which does not warrant a refund of the service fee. I apologize again for any negative experience however I am not able to refund the service fee at this time.

Campbell Appliance is very sorry for any negative experience you have encountered with our services. The total amount of $561.00 was because if was an after hours fee. When the technicians have to work over time and get paid to work after hours,  we have to double our rate.   The...

$39 service fee was from over 2 years ago which leads me to believe your phone book/yellow pages is out dated. You stated in your complaint, " I had no choice but to pay on the spot". However, you did have a choice. You could have chosen to pay the after hours fee. Customers are not obligated to go through with repairs. However when we get a signed invoice, which we do have stating they want to go through with repairs, you essentially agree to a contract, which you did. We are sorry you feel as if we took advantage of you, however as I stated, you were not obligated to pay for the repairs had you just paid the service fee.

Complaint: [redacted]
I am rejecting this response because: Campbell was out here and 2-19-16 and not on 2-22-16. I called Campbell on 2-22-16 after speaking with Samsung myself. Samsung gave me a phone number that can only be used by service centers. I passed that number onto Campbell on 2-22-16 and was told that number would be forwarded to technician [redacted] and that after he speaks to Samsung they would get back to me. When I called Campbell on 2-22-16 I told them that my fridge was still not working. As of 2-24-16 I have not heard from Campbell. How many times do they have to come out here and replace the same part before they realize it is no doubt a different problem?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Your salesman did, in fact, offer me two different financing options, and never checked the breaker itself. He just said it was tripped. The charge on both bills were the same, so how are you also telling me it was the Sunday charge? The person that came over to my house after your guy left took 5 minutes to tell me that the breaker was BAD, not tripped. It may have been tripped, but it was not fully operational. Your guy told me that the bad compressor was going to cause the capacitor to go out, when it was the bad electricity that caused failure. Even if I would have paid the 5,000 and some-odd dollars to replace the full system, as your guy tried twice to sell me, it would have gone out anyway because he didn't check the power - one of the fundamentals of troubleshooting anything. If the answer is going to be that I got the service I paid for, I guess it is what it is. I thought as a business, the customer is always right. In this case, you take the word of your employee over the word of a disabled veteran and try to insult my intelligence by forwarding my invoice back to me. Thanks for your time, but if this is the way you are going to do business, I will make sure the appropriate people at [redacted] know how you treat Soldiers.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: In order for Campbell Appliance to be here when the refrigerator is not working they would have to sit in our driveway and wait for the temperature  to drop.  This problem is intermittent and not on a schedule. The temperature does not drop at the same time everyday. I do not call Campbell because we have been told stories the whole time we have been dealing with them. We have not always been available but at other times we have had an appointment and they did not show up all day or call. If we schedule that morning for that day changes are the refrigerator would not be freezing when they get here. We do not want them back out here.
Regards,
[redacted]

Mr.[redacted] has been very impatient regarding the process of receiving his check. When issuing a customer refund, there is a process and it usually talks 2-3 weeks.  Campbell Appliance has issued his check and we have confirmation through test messages of him receiving his check.

Campbell Appliance is truly sorry that the customer feels this way. At this time, there will be no refund offered. Campbell has tried to work with the customer on several occasions and the customer has turned down any offers. Campbell has already installed 2 condensers and has pictures of the condensers installed. Campbell is more that happy to install the air handler that the customer purchased at the customer's earliest convenience.

Complaint: [redacted]I am rejecting this response because:As the company has stated, I did verbally approve the repairs over the phone. At this time though, as I have previously stated, I specifically asked about the fan motor and was told by [redacted] it was fine. No other statements about the fan motor were ever given to me by [redacted]. After the capacitor was replaced and the freon was recharged, [redacted] gave my wife an invoice. My wife signed this, as the amount on the invoice was what [redacted] and I had agreed to. Apparently, [redacted] had written a disclaimer at the bottom about the fan motor, but this was never stated to me and my wife did not know what she was signing and assumed it was what [redacted] and I had discussed. Had the company been forthcoming about the fan motor to me, I would obviously have had it replaced then, instead of dealing with a broken AC for multiple days in the [redacted] heat. Furthermore, basic electronic knowledge tells me that if the fan motor was the problem, the capacitor didn't need to be replaced. Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:I am sorry but [redacted] has lost his mind if he has reported to you that the hose and fitting is old and corroded.  Both parts are perfectly fine and the leak was caused by your technician
loosening the fitting while he was working on the unit.  I would propose for you to come to my home and inspect all of this for yourself before you determine that this is a lack of maintenance on my behalf.  [redacted] is making untrue statements and representing your company. I can appreciate you wanting to take your employee's reports as the whole truth.  I am in the service/construction business and know that there are some folks out there looking to get over on companies.  If you will come to my home you will see that the reports you have been given are incorrect.  This is a polite invitation and intended to shed daylight and clarity for you because at this time you have been given misinformation.  I look forward to hearing from you soon so you can make your inspection.Most Sincerely,
Regards,
[redacted]