FM Fire Control Company, Inc.

Complaint: [redacted]
I am rejecting this response because:Either your company does not keep accurate business records, or you are declining to include information in your response about the continued work and trouble I have experienced with my refrigerator. Yes, the line filter was replaced on 24 March 2015, and yes, yet another leak in the faulty repair work was attended to by your technician on 27 March 2015, but the filter had become so clogged with oil and debris from the first time the compressor was incorrectly installed, that the compressor ran until it began triggering the breaker in the refrigerators three-way switch. A technician came back out 31 March 2015 to vacuum the line to try and remove the debris, but did not have a replacement filter for the clogged one. He was able to come back out and put it on the refrigerator on 7 April 2015. The refrigerator ran fine for a while, but slowly started to warm back up again and wouldn't chill. A senior technician, along with an assistant, came back out 16 April 2015 and found that the line had a slow leak and lost it's charge. He found where the leak had occurred at a spot where the brazing to the filter had burnt the copper line. He replaced a section of that line that day, 16 April 2015, and it appeared to run fin until this arch. On March 26 2016, my wife and I heard a loud pop and refrigerant began filling up my kitchen. I pulled the refrigerator out and saw it was coming from the back left side. I called that day to schedule a service call. The receptionist/dispatcher said there would be no fee and that the refrigerator was still under warranty. When the tech came out, he said the brazing had failed on the filter but the warranty was out. He then charged my wife a service fee even though I was promised a free examination. My wife called customer service and was called a liar and treated extremely rude by the representative. When I called, I received the same discourteous treatment and was hung up on. I will say that the technician, Kenny, who did the first repair and my subsequent HVAC inspection, was extremely courteous and very professional. I appreciated his feedback and had a good experience with him.Last night, I had to have another service provider come to examine the refrigerator. He confirmed that the line brazing on the filter had ruptured and found it was due to excessive pressure build up on filter that was clogged. He vacuumed the line out and found that there was still oil and debris in the line and that it had become clogged in other, non-accessible areas. He stated that this happens when a compressor is installed backward and the system sucks the oil into the lines. He said the refrigerator is now more expensive o fix than buying a new or used one. I now have to buy a new refrigerator due to the first incorrect installation and subsequent poor workmanship. I understand that not all technicians are of the same caliber, but I do expect a company to stand behind their work and policies. This has been extremely frustrating and I have lost now thousands of dollars due to your company. And throughout this whole ordeal, I have not once received an apology. I am forced to now take legal action.  
Regards,
[redacted]

As stated before, Campbell Appliance is very sorry for any negative experience you have encountered with our services.  Our after hours fee is $89 to come out and diagnose the issue. That is not waived with repairs because it is after hours. When customers call in after hours, they pay extra being after hours, not ony for the service fee but also the job itself. Had you not went through with repairs you would have only paid the $89.00 afterhours service fee. Campbell appliance is sorry you feel as if you received two different stories, however infact both of which you were told, were correct. We do not itemize our jobs and the the cost of labor, part,and the job itself is all correct. We feel that if you were unsatisfied with the cost, you should have just paid the after hours fee and called another company out. We do our best to make our cusomters happy but we cannot operate this business for free. It cost money to operate a business, to have 20 plus trucks on the road, to pay the technicians, to pay the office, to pay for advertising and all the bills that come with it.

Complaint: [redacted]
I am rejecting this response because: My refrigerator is still working and there is nothing to fix??? How do you honestly charge someone over $200.00 when the problem resolved by pulling the refrigerator away from the wall as per the troubleshooting section in the manual. Taking money from a client is not ok. This is why clients are charged a non refundable service fee. The technician was here for 5 minutes and did nothing but open and close the refrigerator doors. My husband was the one who then pulled it away from the wall. We noticed it was working without the noise a couple of days later. Things like this happen and customers should not be charged. Very unethical business practices Campbell’s Appliance.
Regards,
[redacted]

Again, Campbell Appliance is very sorry for any negative experience you have encountered. Unfortunately as I stated before, our position stands firm and we cannot issue a refund. The technicians work off commission. Had he found an issue I can guarantee he would have sold you what was needed to repair it. When technicians collect service fees it doesn't put anything in their pocket. When a technician sells a job, that is what puts money into their pockets. This company has been in business since 1959, and refrigeration is one of our strongest points.

Campbell Appliance is very sorry for any negative experience you have encountered with our services. The technician did go out on July 25th, and recharged the system. The customer was informed that there was a part on order from the previous service and that once the part arrived Campbell Appliance...

would send a technician to repair the issue.

Campbell Appliance is very sorry your any negative experience you may have encountered with your service. Campbell Appliance can not issue a refund because all services have been rendered. If you have any further problems with your dishwasher please do not  hesitate to give us a call.

CAMPBELL APPLIANCE CONTACTED [redacted] IN REGARDS TO HER APPOINTMENT WHICH WAS SUPPOSED TO HAVE BEEN SCHEDULED FOR FRIDAY THE 4TH. CAMPBELL APPLIANCE HAS APOLOGIZED TO HER, FOR OUR SYSTEM SOFTWARE HAD HER TICKET PUT IN UN ASSIGNED INSTEAD OF ASSIGNED. CAMPBELL APPLIANCE OFFERED [redacted] SIEBNERT SERVICE FOR TODAY, MARCH 7TH, AND WAS TOLD TODAY WAS NOT A GOOD DAY AND THAT SHE WOULD BE AVAILABLE FOR SERVICE ON MARCH 10 BETWEEN 10:00AM - NOON.  CAMPBELL APPLIACE HAS [redacted] ON THE SCHEUDLE FOR THE REQUESTED DAY BY THE CUSTOMER.

Complaint: [redacted]
I am rejecting this response because; The technician did see a problem because I pointed it out to him. The refrigerator was at 70 degrees and was not cooling.  He did nothing and I mean nothing to correct that.  The problem was the circulation vents were frozen over.  Seriously, you can't believe that the tech should have overlooked that and just walked away without attempting some repair. A simple visual inspection of the vent would have revealed the issue.  Bottom line, your tech made a mistake and now we need to see if Campbell stands behind its service or if its no-refund policy is all that matters. 
Regards,
[redacted]

Campbell Appliance is very sorry for any negative experience you may have encountered with our services. Campbell Appliance would have gladly honored our warranty, for we are in business to make our customers happy. Unfortunately our records show we were last out there on March 27th, 2015 to repair...

a leak. Our records also show the last time we were there to install any parts was on March 24, 2015 to install a filter drier, in which you were not charged for, for it was installed under warranty.  You are very correct about our warranty work in regards to our parts being under warranty for 1 year as well as the service fee being waived. Unfortunately your part warranty for this particular repair did expire on March 24th and the service fee warranty expired on March 27, 2015 beings our last time to service this refrigerator was on March 27, 2015.  This may be irrelevant, but I do show that you called Campbell appliance to come out for an annual service check on your AC unit on April 3rd, 2015. We then came back out to do your fall maintenance check  on November 20, 2015. Neither visit do I show in our records we serviced your fridge on those particular dates, only your AC unit. Campbell appliance does warranty out parts and labor, however in your case it has been over a year so your parts and labor are not under warranty. Beings your parts and labor are no longer under warranty, Campbell Appliance cannot issue a refund for the service fee nor can we do any warranty work, free of charge, due to the warranty has expired. If your records show any different on your invoices we would gladly be able to warranty any purchased parts which proof of invoices, that show they are still under warranty. However, our records show different.

Campbell Appliance has been out to Mrs. [redacted]' residence many different times to repair her ice maker. Campbell Appliance has installed a new filter housing, a new control board, 3 new ice makers and 3 new water valves.  Campbell Appliance has tried time and time again to repair this...

issue and for whatever reason it keeps breaking we are not sure of. Campbell appliance has put in a lot of time and money for her ice maker to work and has not been successful. The control board Campbell replaced did fix the fan. Before installing the control board the fan was not running. The filter housing was also needed and has not failed. The water valve and ice maker in which we have replaced 3 times is still not working properly. Campbell Appliance is willing to give a refund, but only in the amount of the ice maker and the water valve. We cannot issue a refund for labor or the parts that do and are sill working properly which are the control board and the filter housing. Campbell Appliance is willing to give a refund for the amount of $192.68 for the ice maker and the water walve. Campbell Appliance is very sorry we were not able to fix the ice maker for we certainly tried on a numerous amount of times.

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]

Complaint: [redacted]
I am rejecting this response because:   As described earlier, [redacted], the service technician installed the relay on the refrigrator on Nov, 30, 2015, to get the unit operating again.  He returned on Dec. 9, 2015,and inforned me it now needed an emmitter and that would fix the ice maker and assured me the beeping noise would stop.  I called his attention to the beeping noise at that time and he clearly told me it would take care of both problems, the ice maker and the beeping.  On Dec. 12 he installed the emmitter.  Beeping continued.  He said don"t worry it"s fixed and the beeping will stop.  On Dec. 13, he informed me he could not figure out the beeping noise and was calling Whirlpool.  After several calls later he spoke to me on the phone and became very agitated and nasty with me and basically told me to go to hell, that he was thru with me. The problem has still not been fixed. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We may decide to accept installation of the air handler, but we do not accept Campbell's explanation regarding the condenser that was under warranty.Campbell removed the old, under-warranty air condenser from our property while it was still working, and without inspecting it. They told my husband, whom the technician had roused from sleep unexpectedly early in the morning while he was ill, that replacement was the only option, even though the unit was working so well it was cooling the upstairs and downstairs of our home during a week of 100-degree days. The service call was about water draining from a pipe, and the technician never inspected the condenser in any way before announcing that it must be replaced. At that time of the visit, the Campbell inspector thought the condenser was one month past a five-year warranty. Clearly he saw an opportunity to take advantage of someone who was under the weather and sell him an unneeded product.In Campbell's first reply to this Revdex.com complaint, they said they offered to repair the under-warranty condenser once we told them it was was under 10-year warranty. Campbell, please explain why you would repair a unit if you thought it was under warranty, but replace it without inspecting it if you thought the warranty was expired. Does this mean its warranty status, not the condition of the equipment, determines your recommendation? Surely the Revdex.com does not regard that as an appropriate warranty and repair-versus-replacement policy.Here's what that Campbell's offered resolution actually looked like: After already charging us $6495 to replace an entire system without inspecting the condenser or offering options ($600 of was for the downstairs condenser--we don't dispute that part), they said they could refund us for replacement of the under-warranty unit only if we first gave them $4395 more! Of course we weren't going trust them with $4395 more of our money after they had already dealt with us deceitfully.Surely the Revdex.com does not regard that as an appropriate refund policy.
Regards,
[redacted]

AFTER INSTALLATION OF THE CUSTOMERS UNIT, CAMPBELL APPLIANCE WAS INFORMED AND AWARE OF DAMAGE TO THE CUSTOMERS DOOR FRAME. ATTACHED IS AN INVOICE IN WHICH CAMPBELL APPLIANCE DID GO BACK OUT TO THE CUSTOMERS HOME AND REPAIRED THE DOOR FRAME. ALSO ON THE INVOICE IS THE CUSTOMERS SIGNATURE APPROVING...

AND ACKNOWLEDGEMENT OF THE REPAIRS MADE. THIS COMPLAINT WAS MADE AWARE ON DECEMBER 11, 2017. THIS REPAIR HAS ALREADY BEEN DONE AND AGAIN WE HAVE HER SIGNATURE OF ACKNOWLEDGEMENT OF THIS REPAIR/

Complaint: [redacted]
I am rejecting this response because:First of all, we were never offered for the unit to be replaced with another preowned unit by anyone from Campbell's Appliance. The only response we were told by [redacted] was for us to put the unit on the Craig's list for sale.The unserviceable unit was removed after the technician from Campbell's Appliance informed us that the air compressor was not working and needed to be replaced. The unit was removed by another vendor after numerous attemptsto contact Campbell's Appliance. Phone records indicates the number of calls that were placed to Campbell's Appliance with no response. The reason we were force to replace the unit after two weeks of unbearable heat, my wife and I are both disabled.Again we were never offered another condenser by anyone from Campbell's Appliance.Phone records are available upon request.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   On the first visit from the Service Rep, he installed the "inside framing" however per him, he is not a carpenter and could not fix the outside molding.  See the photo attached.  He took pictures and sent them on to the home office.  On his next visit, when I called on the improper installation of the venting, he noted that the molding was still not fixed.  That visit was in January.  I request the Company speak with their employees and subcontractor on the state of the molding as both men claim fixing the molding was outside their abilities.  The Company refuses to return any calls I have made to them reference this issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Campbell Appliance told me that the ice maker was not working because the water valve needed to be replaced, but after they replaced the water valve, the ice maker still did not work, and after I found out that the ice maker still did not work, they told me that the ice maker needed to be replaced.  Campbell Appliance originally told me that replacing the water valve would repair the ice maker which turned out to be untrue, therefore the service that they provided was either incorrect or inadequate.  I should not pay for the mistake that Campbell Appliance made, and for that reason I ask for a refund.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: It is completely inaccurate and not even responding to my original complaint. It seems that Campbell's is trying to say that we declined their service because we told them that the system was covered under warranty by another company. However, this is not even what the complaint is about. My issue with Campbell's is that their technician came out and looked at our unit. He then told my husband that the coil was bad and needed replaced and that the compressor was leaking and there was no freon left in the system. He told us that none of these items were covered under warranty and that we would be better off replacing both systems. We were a little skeptical about his findings as we had just had the coil replaced a few months prior (under warranty). We then called another company to come out and assess the situation. We were told that the coil was fine, and the compressor was not leaking and full of freon. The only problem we had, was a faulty thermostat. It has since been replaced and running fine ever since. This leads me to believe one of two things. Either Campbell's technician is completely inept and has no idea what he is doing, or possibly he was trying to scam us into buying a whole new system and spending several thousand dollars. In either case, there is not a good option. As far as I am concerned this issue will not be resolved until we are given a refund on our service call from Campbell's
Regards,
Claire [redacted]

Due to the customer not wanting to go through with repairing the microwave, Campbell has offered to only charge the labor that was put into the microwave and refund the remainder of the deposit. Campbell will deliver the microwave with out the new parts if the customer prefers. Campbell is not able to deliver the microwave with the new parts installed because they have not been paid for by the customer. Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I am sending this attachment because Campbell appliances had written in the letter how they had sent me a check in September. This was not a true story because not only would they not return my phone call they never sent me any money back. The check was in September the post mark was December 28th. The other day they said they were cancelling the check like they had no idea where it was. I was requesting the full amount of $248.92. Do you think you can get them to send me the money back of 248.92 or do I need to take them to small claims court? I was sick during the Holidays and miss understood the email and did not respond within 6 days. Does that void the agreement?  Sincerely grateful for your help. God Bless and have a Happy New Year. Thank you [redacted]
Regards,
[redacted]