General Keystone Service Enterprise

Review: Not only the technician was incompetent, the back office [redacted] was rude and useless too.

I call and asked for a copy of the diagnostics from their office since the technician couldn’t provide me one when visiting me (4/**/2014). Apparently “everything is online” for them. The only thing they have online is their hopes. They have no web site, no internet presence and even couldn’t email me the paper work I asked for. Make the long story short, I called and asked for a report of the repair. The lady told me that she had to get her manager’s approval to send me a copy of the report for MY APPLIANCE. I called every couple of days for 2 weeks to see if she had gotten the “approval”. 10 days into this ordeal, I flew off the handle and told her, if this was a top secret CIA information that she had to get permission for, or was it my appliance diagnostics report? She again put me on hold for close to 10 minutes and when she came back; she told me that IT, the letter, will be in the mail today.Desired Settlement: Obtain a written copy of my appliance diagnostics report.

Business

Response:

We are sorry for this customers experience-a copy of the report was sent to the customer by mail on 4/**-thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted] and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

1) Last I contacted this place was on 4/** and I was told that the letter would be in the mail today (4/[redacted]. I got the latter on 5/*/2014, 6 business days latter. That's is a clear indication of the honesty of this place.

2) I looked the report over and it says that the technician checked the frig and all was in working order. That's the opposite of what I was told on the day of service. I explain that the frig and freezer don't get to the coldness that I get in my 15 year old frig/freezer. The technician checked some of the items in both Frig and Freezer and agreed that the unit is not working properly. He told me that he will report the same to Maytag (the manufacturer). Why is the report so different?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

the consumers product is under the manf warranty of 1 year therfore is entitled to a 2nd opinion.When there is no resolution or a customer isnt satisfied,this is another avenue for the customer. There is nothing else we can do to resolve but the manufacturer has our report on file-thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This business' response demonstrates their lack of understanding of the basic premise of my complaint. They are being dishonest with their response and in total contrast with their oral, original diagnostics when visiting me. Their technician stated that he understood my issue and it seems to be a real problem. Then after 3 weeks of chasing their secretary to provide me with a copy of their report, they state that the appliance is working properly. This is unacceptable business practice.

Regards.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: In June 2013, General Keystone was serviced to my house through Assurant Warranty to fix my refrigerator. They told me that the part would be available to fix that day. However that was not the case and they had to come back to fix the "relay." During this time I insisted on a manager contacting me and they failed to do so. Once "fixed" I noticed that the fix was causing major issues with my power. 3 weeks ago I contacted General Keystone and they failed to contact me back. The same thing happened 2 weeks ago. On Sunday, July **, 2013, my refrigerator died again. They informed me at earliest they could come was Friday, July **, 2013. My husband has an anaphalctic allergy and that was unacceptable. We were also told that broken refrigerators were considered a priority/emergency and that was not the case. I requested to speak with a manager and the office manager informed me no one was available. I emailed the manager and still did not receive any response, this was Monday 7/**. When I called Tuesday, 7/** a manager was still unavailable. I finally got Assurant to get me an appointment for at earliest Thursday 7/**. On Thursday 7/**, the technician showed (not on time) and remembered coming to my place to fix the refrigerator. Now, he informed me that the compressor broke and he has to file a claim to his supervisor who would have to file a claim to the Warranty company. I was told that it would take 48 hours until I find out an outcome. As of 3pm on Monday 7/**, there was no claim filed. General Keystone lied. I still have yet to be contacted from a manager. General Keystone was the CAUSE of my compressor going. If they diagnosed correctly the first time, and responded to my calls regarding issues with their "fix" I would not have had to go out and buy a new refrigerator. They should be held liable for their un-professionalism. If you check yellowpages.com you can see 3 pages of reviews about how they lie and how they do not fix anything.Desired Settlement: I would like general Keystone to pay for my new refrigerator which cost $547

Business

Response:

Please know that we did email customer with an update on 6/** at 2.17pm explaining that the main reason a relay goes is due to a power surge-this is typically not a contract issue(as per the contract) and usually handled by customer home insurance-the customer had an issue with this and was reffered to the contract company. Im sorry for any inconvenience-Thank You, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My main concern is the incident that has transpired the weeks after the first fix of my refrigerator. As noted in my complaint, General Keystone has failed to respond to me accordingly and therefore my refrigerators compressor went on 7/**/13. If they responded in a resonable amount of time (not 7/**/13 when the warranty company had to contact them to come to my place) perhaps I would not have had to purchase a new refrigerator. Again, as noted prior, I had contacted the company three weeks ago, and two weeks ago before the compressor died and I never heard a response. In addition, when I called on 7/**/13 (Sunday) there was no response that Monday and I had to contact the Warranty company. I received an appointment for Friday 7/**/13 and told them that it was unacceptable and that I would like to speak to a manager. I emailed [redacted] on 7/**/13 at 9:20 am and he failed to respond. The warranty company was able to get me an appointment for Thursday 7/**/13 which was still unacceptable considering my husband has a [redacted] and refrigeration is essential to his health. On 7/**/13 I called General Keystone asking for a manager and they told me no one was available. I gave them my information to give to the manager and still no phone call. I also asked for them to get back to me with a time frame for my repair on 7/**/13. I actually recieved a call back confirming my repair time frame was 8am-12pm, but this was NOT from a manager. On the morning of the delivery 7/**/13, I was given an entirely different time frame (then discussed on Tuesday) and the employee denied that anyone ever called me. I emailed [redacted] again on 7/**/13 at 7:57 am without a response yet again. When the technician came (late) he remmebered coming to my place and fixing my relay. He said that the compressor was broken and that he would have to submit a claim to the Warranty company. I was informed that this process would take 48 hours before a decision is rendered from the Warranty company as to whether general keystone can fix the refrigerator or not. I was also informed this claim would be submitted by 8am on Friday 7/**/13. That was not the case. As of Monday 7/**/13 3:00pm, even with the assistance of the Warranty Company, general keystone failed to submit the claim to the warranty company. This is completely unprofessional and unacceptable. I contacted general keystone, yet again with failure to get in touch with a manager. Every time I call this business, it is amazing how a manager is never available. It is amazing how [redacted] only responded to you because of this claim. As mentioned in my previous email, there are three pages of horrible reviews with respect to customer service and service from general keystone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please know that any customer that needs further asstance or is unhappy with service is advised to contact their contract company, They can call the servicer or reschedule with another company as well. I am very sorry for the inconvenience this customer has gone through but they also have options to call for another (2nd) opinion to try and rectify any situation. The customer pays the contract company directly and needs to contact them for all issues. Thank You, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

It is not worth fighting anymore as I bought a brand new refrigerator but I want it on the record what a horrendous and poorly run company General Keystone is. They are liars and management only responds when you file a claim with the Revdex.com. Very unprofessional individuals.

Review: My KitchenAide dishwasher wasn't get dishes clean. I called KitchenAide who schedule a visit w/General Keystone. I was told that they would accept cash only for the out of warranty call. Delivery man came on Oct. **, told us the top rack wasn't getting water in from the connection and he would order the part and when it came within the week, I should call back to schedule the installation. I have called Gen. Keystone 4 times now to request an ETA. [redacted] the [redacted] tells me she'll call back with an update but never does.

1st call I held for 10 min, Call #2 I held for 5 and after 12 min was told she'd call back. Call #3 was another ten min hold. Today, 10/** was a 5 min call to learn nothing. She said the request is on her boss, [redacted]'s desk. I called Kitchen Aide directly and they said that the service person hasn't updated the ticket so they don't know if the part that was supposed to take a week, has been ordered.

FRUSTRATING!Desired Settlement: If the dishwasher can't be fixed in the next week, I'd like to know, get my money back and I'll go another brand.

Business

Response:

on 11/**-call was completed-1 of 2 parts needed was on a national backorder-we apologize for any delay on getting the job done in a timely manner.

Have a [redacted] microwave that stopped working. Called [redacted] for service and they referred me to General Keystone for the needed repair. After 2 missed appointments and taking 4 vacation days off. The 3rd appointment the serviceman finally showed up in a car with a bag of screwdrivers(no repair parts). The repairman wouldn't touch the appliance because it was on the wall and so he left. Made a 4tt appointment, this time he unscrews the front panel(it didn't have to be removed from the wall after all) he replaced two .50 cent fuses and told me the 6 month old $500 microwave was dead without conducting any further testing. HE LEFT!!!!!

I immediately called the 800 [redacted] service number and they called Keystone. Their claiming I refused to let the technician work on the microwave. They flat out lied.

Now I used 4 vacation days ,I don't have a working Microwave and now I'm forced to take additional time off from work and get someone else in here to repair this [redacted] microwave.

I visited [redacted] and there are pages and pages of unhappy, angry Keystone customers so this isn't anything new with them.

Review: Purchased a washing machine through [redacted] in Oct 2011. Purchased a 5 year extended warranty, From them and General Keystone is the Warranty Service. In2013 the door to the Washer had cracked in two places from the fact that the door hinges are 3extremely tight and the amount of plastic does not allow for the tension, Already spoke with Whirlpool and they have changed the door on future models. General keystone came out and looked at the problem, and never got back to me, when I called after an extended period the Woman who answered the phone said that the part was in and they could schedule to replace it. They replaced the door and left the broken one. After a few months I noticed the same thing happening and called for a repair again, First I was told it was not covered as it was plastic. Then the sent some out on July [redacted] of this year to look at the problem, The man took pictures of both doors now broken and the fact that I tried to repair both of the doors but they kept cracking at the hinge point. I called on Sept [redacted] no communication was received prior and when I spoke with the woman who logs the calls she put me on hold and abruptly told me that it was not covered as it was plastic. I called [redacted] and they told me the General Keystone told them that the door was slammed abruptly and was abused and that is why they were not going to repair the item, I called them back and asked to speak with the Manager( [redacted]) who has not returned my call and Every time I call the woman tells me he is not in. After a lengthy discussion with [redacted] they agreed to have there repair department order the door and install it. The people at General Keystone Lie and try to get out of honoring a warranty agreement. I lost my temper with the woman as she was being quite difficult and refused to let me speak with the repair person or the mysterious [redacted].Desired Settlement: I want to speak with [redacted] and I want an apology from both the repair and the woman, for not notifying me of the decision and I want them to order the part and the brackets with the plastic washers and deliver it to me. I do not want their employees or owner harassing me and I want full and total payment made for the replacement part and to make sure they never ever treat a customer the way I have been treated. This machine has many complaints on the whirlpool site explaining that this door constantly breaks. Shame on General Keystone for there part in not honoring a warranty. I understand that the cost of the warranty is less then the cost of the part, but in any event this warranty was in place and it is a manufacturing defect that should be honored.

Business

Response:

Please know that the PC RICHARD contract clearly states that no plastic parts..doors,shelves,bins are covered on the contract.the fact that the door was replaced for customer in the past was a 1x only policy as per PCR back in 2013. We checked and part was not covered a 2nd time so the call was handed off the [redacted] for evaluation and they apparently agreed to give the cust the part again. I do apologize for any misunderstanding but am happy that the cust found resolution by contacting her contract company. Thank you, [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Mr. B[redacted] is a liar I can provide a copy of the contract which clearly states that this contract covers only defects in material and workmanship and that plastic shelves are not covered. This is a Plastic and glass door that if the door does not close completely the washer will not lock and will not work a definite material defect. I was not told in 2013 that this was a one time favor and that this is covered as per [redacted]. As this is not a cosmetic part this should be covered. If that was the case then why not contact me and tell me it is not covered. I had to call and they told [redacted] a completely different story. Who is telling the truth, The fact that Mr. B[redacted] can not return a phone call to me proves that he lies. He has lied to other customers as well and therefore this reply from him is complete and utter lies. I am not accepting his reply and neither should you. I will take this complaint elsewhere if you don't act on it and make them responsible to repair the washer. I will also contact a lawyer and start legal proceedings against them if the Revdex.com does not get this rectified. If you wish a copy of the contract please let me know And I will prove that Mr. B[redacted] is a liar and cheat. Attached is a copy of the contract. Paragraph 5 clearly states my complaint. It proves that Mr B[redacted] is wrong and so is the woman and I use the word loosely who answers the phone and covers for him. Let us see what his next response is.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As started in the [redacted] contract(that cust had attached) in paragraph 5- plastic items such as doors,shelves are not covered on contract-we always need written approval before fixing anything outside of normally covered items-I am very sorry for any confusion in this matter-thank you-[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[,As is obvious Mr. B[redacted] is mistaken as this door is not cosmetic but is essential for the operation of the washing machine as the door locks when the door is closed and the washer starts. That does not make it cosmetic but essential as if the door does not lock the machine will not run also when the glass is up as the surface plastic is cracked and therefore not sealed the water comes out of the machine when running. Mr B[redacted] is not even offering any reasonable explanation but trying to avoid the fact that he is the worst repair company I have ever had to deal with. Instead of stating the incorrect response he should have tried to get the work approved. I had to contact whirlpool about the problem and point out the defect in the door which they must have aggreed with as they sent a replacement to me at no cost. Also after one conversation with [redacted] they were going to order the door and replace it from their own repair people at no cost. I am obviously correct in what I am saying at will not accept anything from Mr B[redacted] but an acknowledgement of his error and an explanation as to why they couldn't even give me a return call as it wound up as my part to call and find out that nothing was being done and restitution of a full replacement door or a full refund of the worthless service contract from General Keystone. They are very anxious to take your money for the contract but do nothing to repair the item. I am not going to let this go, if the Revdex.com can't get this done I will go further to the attorney general's office and channel 7 eyewitness news. They should be ashammed of there work ethics. I would also appreciate a reply to my emails sent to [redacted] that have not been replied to.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: My washing machine has black specs which enter each wash, all over the laundry. General Keystone is a Whirlpool Authorized Repair service and made me wait an unreasonable amount of time to get my washer repaired. They made an appointment (after making me wait 4 days) and would not honor the repair time agreed to (between 12-4PM) and purposely came at a different time (10:20 AM) when I had to go to work. Then, they would not come the time agreed to and made me wait more days to possibly be rescheduled at the wrong time again. The company played games about what time my new appointment would be scheduled, and would not tell me until the last moment (that new day).Desired Settlement: I wish to be reimbursed for the laundry that I had to bring to a laundromat to waiting for them to repair my machine which they never even repaired.

Business

Response:

[redacted],

according to records ,there is no call run for cust Cohen-I see where the time frames did not pan out and a reroute for 10/* didnt happen as well-apparentally the time frame was not good for the cust that day and was never rerouted so we never had a chance to look at or repair the washer. Im sorry for the customers dissatisfaction and scheduling issues as well-thanks [redacted] , [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business' response is false. The technician was outside my house and called me as I was not able to answer the door because I was finishing getting dressed, and then going out the door for work. I told him that I could not stay as he was sent at the wrong time. The time agreed to for my appt was 12pm-4pm, he came at 10:20AM. I did not schedule at that time which the secretary for the business admitted and she admitted to me that it could happen again if I rescheduled. I reported them to Whirlpool. The store where I bought the machine, Home Appliance, told me that this company has done this before to people and had reported them to Whirlpool. I had to spend extra money on laundry at the laundromat and go through the hassle of waiting extra time to be reassigned to another company after Home Appliance had to help me intervene with Whirlpool as I have 2 young children who had plenty of laundry that needed to be done. There should have been no need to reschedule as my assigned time was clear. The run was done as the technician was at my home in his car at the wrong time. I had asked to speak to [redacted] who no one could reach.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I am very sorry for this customers dissatisfaction-sometimes tech run into time call situations and they are instructed to call the office or customer to let them know of cancellations or running late issues so as not in inconvenience the customer. This is an everyday event and we are always trying to reach better and higher goals so problems are resolved. Thanks [redacted]-

Review: I called the Electrolux 800 number to report a problem on 1/**/2016 with obtaining extended warranty repairs to my washing machine (Model # EIFLS55IMBO Serial # [redacted]) and was given a service call date 5 days down the road to be performed by Keystone. While not satisfied with this extended response time I agreed to it. The service technician from Keystone showed up on the date. After spending 90 minutes he (I believe his name was Dave) started the machine and it leaked as if a hose was not connected. He advised us that the issue was more than just a clogged drain but that we needed a part that he did not have and it would have to ordered. He also stated that the work would not be covered under the extended warranty because the issue was caused by owner abuse. As a result he indicated I should order the part as I would be able to get it sooner than Keystone.

I called Electrolux and they confirmed that the service technician made a point to tell them two pennies tore the boot and was told this is not covered under the extended warranty because this was owner abuse. As a result, Electrolux allowed me to order the part at a cost of $110.73 with expedited delivery for an additional $30.00, which cost me $140.73 in total. The part arrived the following Monday and I scheduled a follow up visit with Keystone for the next day Tuesday, February [redacted]. Keystone called the night before to confirm that they would be there as scheduled but we would have to pay $160 in cash ONLY. While I thought this odd I was desperate to get the machine repaired. Keystone called that morning to let me know that we needed two parts, the bellows kit and the chamber air. I was a bit confused because no one mentioned the chamber air part before and since it was not available the appointment was canceled. I asked to speak with a Manager for the third time and was told he was not available and it seems he never is.

At this point I was frustrated and frankly tired of dealing with the run around at Keystone. I called Electrolux and was able to schedule a service call from another local provider that Electrolux employes. Their technician arrived on 2/**/2016 and upon inspection indicated that there was nothing wrong with the bellows. What he did find was that the Keystone technician had broken the chamber air part and intentionally lied to Electrolux to cover up his mistake.

Since there was no owner abuse I was not able to order the part myself and still have the extended warranty in effect. I was told it would take 7 to 10 business days to get the part since new service provider had to order it from their distributor. I tried to order it myself from Electrolux to speed up the process but was told their service provider had to get the part since it was covered under the warranty. We are now waiting over two weeks for confirmation that the part is in so they can send the technician back and have the machine that was broken by Keystone and then intentionally covered up by them repaired.

At this time we have not had use of the machine since 1/**/2016 and are extremely disappointed in the Electrolux service process, especially around expediting the resolution of problems. I strongly believe that I was intentionally deceived by Keystone and request immediate compensation in having the cost for the bellows and the expedited shipping returned to me.Desired Settlement: I want Keystone to refund me $140.73 for a part that was not needed as a result of the damaged that was caused by their employee who them attempted to cover his error up by lying to Electrolux

Business

Response:

the customer had a an extended service agreement with Electrolux but as per the contract,use and care/cleaning up etc... is not a defect in workmanship and not covered. we sent the report to Electrolux and the made the decision to not cover this repair since it is not a defect but tech found much debris inside drain pump-this debris caused problems and found to be not covered under contract. I am very sorry for this inconvenience but it is something that the contract doesn't cover. I believe our call to the home was denied by Electrolux as not being covered but the cust does need to take this up with Electrolux-Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Keystone has lied. Their technician broke the machine causing the problem that has resulted in us not having a washing machine for the past month. Attached is a photo of the part broken and then very amaturiously covered up by the Keystone worker.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately,the contract did not cover debris in the drain pump-this falls under use and care and we are supposed to collect from cust as the company will not cover this repair-there was no cover up but we advised customer of prices for parts that were needed-I am sorry for any inconvenience but we did advise customer to call contract company-Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In clear English their response is total bt. Their employee BROKE, AND I REPEAT BROKE, and then covered up his total incompetence by trying to shift the blame to me. This company is the worst group of liars, and most incompetent individuals in the business of service repair. As you notice they never answer the assertion that their employee broke the part which caused the leak. They just sprew out utter swill and stagnant pond sm responses that intentionally avoid dealing with the issue. Their mother's would be ashamed of them for their behavior and total lack of ownership for their screw ups.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Contacted business to repair my oven. A repairman came to the house, stated that there was an $80 cash (no checks of credit cards) payment due to diagnose the problem which would be applied to the repair. The repairmen listened to the problem, declared that the thermostat was defective (which I know already), took the model number of the oven and left. They subsequently said that the part was not available and could not be obtained. I located a used part and asked them to install it for their regular fee and without warranty since it was my part and used. I was told that they would not install it because they were factory authorized (which is why I called them) and the used part might cause the oven to blow up (it's an electric oven). I asked for a refund since they hadn't performed any services and refused to install the used part. I was told they would not. I asked to speak to the [redacted], who was not available. I asked for the [redacted] to call me back. I called back 3 times looking for the [redacted] or a call back. I have yet to receive that call back.Desired Settlement: I want my money refunded or them to install the part for their regular fee

Business

Response:

Please know that the initial trip charge of $80.00 is a diagnosis fee which is applied to the repair if the cust decides to have repair done. In this case,we ran call and researched to find the part is discontinued. As authorized service we are to use only factory spec parts for repair and a rebuilt/used part comes with liability that we cannot have. The customer is welcome to call [redacted] at [redacted] to see if there is another way to have resolution but we cannot install a used part into an appliance-Thanks [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have asked to speak with the [redacted], this has not happened. My request has been ignored, I have left numerous messages with the woman who answered the phone. I have been told repeatedly that the [redacted] was not available. The "diagnosis" consisted of the driver writing down the model and serial number, No tests were made. I have asked for a refund as no work was performed. As a factory authorized dealer, you knew that parts were not available. I ask for a refund again

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

I was recommended to general Keystone Service by whirlpool because my dishwasher wasn't working properly. They failed to show up the first time even though they did call a half an joe before they were supposed to be here. The second appointment they showed up. The technician wasn't very friendly and the only tool that he used to determine the problem was his ears. He said he didn't hear the motor go on so it must be the board. He said they would get the board within 3 to 5 days. The didn't call me until 10 days later. they said that they would come after 2 weeks of waiting. The third appointment the technician replaced the board and left without even trying the machine. I tried it immediately after her left and it obviously wasn't working. I called the office immediately and the technician refused to come back. I Waited home for 3 days to have them come and finally chose to go with another company and start the process all over again. The rest is yet to be determined but I have completely lost faith in General Keystone Service and whirlpool isn't far behind. I can't believe that whirlpool uses them as a repair company!

I can't believe [redacted] is using these [redacted] to make house calls and "service " their products. side by side [redacted] fridge leaking and wont make ice they sent the same nut job to my house twice. this guy showed up in an old grey caravan which had to be his personal car. he smelled bad and was very unprofessional. he lectured me on how [redacted] knows they sold me a bad product because he feels water lines freeze. both times he did nothing and told me to unplug it for 15 minutes and it will be fine and he left. This same guy wrote a report where he lied saying that he fixed my fridge and it wasn't leaking. [redacted]s finally sent their own tech who found the leak five minutes in to his visit. don't ever let this company in your house.

Review: [redacted] uses this company for their repair services. When they made an appointment for us due to a refrigerator problem, General Keystone called and informed us that they're a cash only service. The fee for initial diagnosis is $80. When the repair man came he assumed what the problem was based on the noise he heard and made no further effort in diagnosing the problem. He told me he had to remove a plug out of the back of the refrigerator and throw it in the garbage. He said this plug prevents moisture from evaporating and causes it to freeze on the fan, hence the noise. This will solve the problem and we would need to pay an additional $100. He then told us that its very easy to do and we can do it ourselves if we don't want to pay the $100. He assured me that was the only problem and I decided to try it myself. Turns out that the plug doesn't exist and after further professional advice I learned that the part he is speaking of is on older models. He didn't even open the back panel to make sure that this is the right model but instead assumed and was quick to ask me for the $100. When I paid him in cash for the $80 fee he didn't have change and stated that he didn't know it was cash only. After learning that this part doesn't exist we quickly called them back to have him return and the receptionist said she'll have the repair man call us. He never did. The next day we called again and had the same result. We called a third time and she still gave us the run around and said she can't send him back to our house even though the receipt clearly says there's a 30 day warranty. Once again she said she'll have the repair man call us and once again he did not call. In the meantime all of our food in the freezer has spoiled. We called [redacted] back and when they reached out to General Keystone for us they were told lies and they were told that we opened the refrigerator and messed things up. I looked this company up and there are numerous complaints similar to mine. It's a red flag just for the fact that they request cash only. I would personally like this company to be shut down but since that probably won't happen I am just requesting a refund for the diagnosis or lack of diagnosis. I would also like compensation for the $150 in food that went bad in our freezer.Desired Settlement: Full refund of the diagnosis fee plus compensation for the $150 in food that spoiled in our freezer due to their false diagnosis and lack of justifying the situation. Thank you!

Business

Response:

In this case,please know that the cust had a prior servicer out to the home and said compressor needs to be replaced-our tech found a frozen evaporator fan motor-he deiced and got ref running and blowing cold-prior servicer pulled ref out and working on it-may have contaminated sealed system. Cust was advised of the trip charge and reluctantly paid. Husband also verified that they had prior work done as well-our tech advised that they call back prior servicer to address prior issues.cust became irrate but nothing else we can do. Cust only paid a trip charge and refused to pay for any additional work done even though our tech deiced and tried to rectify--Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This company does a fantastic job in bending the truth and their response is a testament to their lack of customer service. We have advised [redacted] to no longer utilize this company for repair due to an overwhelming amount of complaints against them.Our fridge was fully repaired under warranty proving that "General Keystone's" assessment was ,wrong and the problem should have been rectified the first time. Problem being a compromised sealed system which is under a 5-year warranty. Instead they decided to ignore our phone calls and give us the run around not obeying the 30 day labor warranty. This resulted in a 3 week waiting period which further deteriorated our fridge resulting in the loss of all our food. When our fridge began to act up, we called a non-factory repair man before we contacted [redacted]. The service man refused repair stating that our problem is a sealed system issue which is under warranty. He did not touch nor remove any parts which General Keystone is wrong in stating. Furthermore, General keystone's repair man did not even remove a thing! He gave his assumption which didn't even relate to our product. (It was a faulty problem in older models but not ours) We weren't reluctant in paying the trip fee as we were told about the fee prior to his arrival. In fact we gave him a $5 dollar tip because he didn't have change for us. He didn't know it was a cash transaction even though that is the only way they do business! I was never irate as [redacted] stated as well. He never even had the nerve to call us and speak to us personally. The only person involved was the secretary who lied to us repeatedly. We can go back and forth with the he said she said but facts are facts. This was a problem covered under warranty and General Keystone failed to recognize that. They give a 30 day labor warranty but never owned up to it. They never called us back and gave us the benefit of the doubt. [redacted] this company and you'll read all the same things I'm stating now. They only work with cash which is a huge red flag. This company needs to be stopped before they take advantage of others.

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Sincerely,

Review: General Keystone is a repair service for [redacted]'s Extended Service Plan...I have a 2-yr. old warranteed refrigerator that is not cooling. General Keystone came to my home 3 times and was supposed to come a fourth, but they declined stating the refrigerator was unrepairable. The same tech came all times. No parts were ordered, and no obstruction could be found preventing the cooling air of the freezer to reach the refrigerator. My issue is that General Keystone first told [redacted] I refused service, which wasn't true obviously, and then that my food was blocking the vent, which isn't true since my refrigerator is currently empty. This is ongoing for 5 weeks, with almost daily calls to [redacted].I simply want a working refrigerator, and do not know why General Keystone chooses to lie to [redacted]. I simply would like General Keystone to tell [redacted] exactly what the service tech told me... the unit is not repairable.Desired Settlement: General Keystone to tell [redacted] exactly what transpired on each of the 3 visits,and why no repairs were made, so [redacted] can handle my claim properly.

Business

Response:

Hello-on refrigerators,we are instructed to look for ice buildup which tech found freezer section badly frozen-techline says this is usually caused by door being ajar for a period of time and letting warm air inside unit thus freezing. The only remedy is to deice as best possible. Since it happened again and we were called out,we documented with the contract company that cust is still having a problem and it is for them to send a second opinion.This is what we suggested. Thank you-

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]A second opinion was had due to my request, not Keystone's. My refrigerator only needed a sensor part, which is now repaired through a very reliable second company. Since Keystone was at my home 3 times and had no idea how to fix the problem, and had lied to [redacted] several times, I find them very negligent. My freezer was not left ajar except when we were told to completely defrost it, which we did. Keystone has changed the story several times. My issue is resolved, only through my own efforts, with a month of problems due to Keystone. And, Yes, you may publish this publicly. Thank you Revdex.com.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,