International TV Sales & Service

6/16/Once again we are responding on behalf of of the letter we received ID: *** If **& *** *** contacted ** regarding an issue with their unit & ** provided the ***'s with our contact information because we are an authorized manufacture service Center for LG, ** informed the customer that we are an ASC for ** but are not compressor certified or authorizedAS previously stated in the first letter we responded toIt states we (International TV & Appliance) were contacted by the customer (**& *** ***) who stated when they called to obtain service they have an ** Fridge that has a NOISE & a COOLING ISSUEThey did ask about the compressor and I informed them that the compressors have a year warranty on themIf the ***'s fridge needed the compressor replaced ** would in fact cover the cost of the part once they approve and authorize the replacement of the compressor but, the customer is responsible for the laborThe ***'s never informed us that they had another servicer there that was not ** authorized to diagnose there issueEven if they had told US that we still would have went out to diagnose the unit ourselves, it's like going to a hospital and having a doctor check you out, give you a diagnosis and then going to another doctor and saying you do not need to run any tests a prior doctor we saw said (x) is the issue I'm just here for you to treat it.Regardless, This company did our Servicing duties, We went out to the *** residence (two techs) the techs (again previously stated) showed the customer's the unit was not making a NOISE (Noise could come from numerous locations on failing unit)It did in fact have a cooling issue, (again previously stated in the first letter), If the issue is not occurring while we are there it is hard to pinpoint the issueThe Techs checked the compressor, the temp was above degrees, then the techs adjusted theSettings and the temp right away dropped degrees already bringing the fridge temp to degrees.The techs spent an hour at the residenceThe techs returned to the shop and contacted ** TechSupport as soon as they returned to report the techs findings** tech support also told us to allow thefridge time to cool after the adjustments were made since the temp had already dropped degreesAt that time ** was not authorizing the compressor replacement,** was also informed that if they did decide to authorize the compressor replacement that ** would need to provide **& *** *** with a compressor replacement authorized servicerAgain please see the trouble reported on the Service Invoice; it states Not cooling and Compressor making a noise, Again the customer signature where *** signed and that states: Signature above constitutes acceptance of the above work as being satisfactory - and that equipment has been left in good conditionWe have no idea if after we left the *** residence on 5/26/2016that customer did not tamper with the unit themselves because they wanted the compressor replaced from the start, We know when the techs left the residence on 5/26/the compressor was in fact working or the units temp would not have dropped degrees already before the techs left.Thank You Kindly, international TV & Appliance

6/03/We are responding on behalf of the letter we received ID: *** We are an authorized ** Service CenterWe were contacted by the customer who stated they needed service On a ** Fridge that had a noise and cooling issueWe advised the customer we could come check the unit out on May 25"
Two Techs went to the customer's residenceThe unit was not causing the noise issue the customer called about, Many things in any unit could cause a noise, if the issue doesn't occur white we were there we cannot pin point the issueThe customer was told the in Home Service Call & Diagnostics Fee is $plus Tax Total $74, The techs checked the compressor while they were there and did not find anything wrong with the compressor, The temperature was above degrees, after the tech adjusted the settings the temperature dropped degreesThe only thing that could cause the noise would be a loose screw outside the compressor on the mount it restsOur techs showed the couple there was no noiseThe techs spent about an hour at the residenceThe Techs came back to the shop and immediately contacted ** Tech support to inform them of the situation** Tech support agreed that they didn't think there was anything wrong with the compressor and documented our call into them** did not approve of the replacement for the compressor because there was no issue found indicating an issue.As the ASC (Authorized Service Center) We contacted ** when we returned from the Holiday weekend and advised ** that the customer will not be happy until the compressor is replacedWe told ** if they decide to allow the replacement of the compressor to provide the customers with someone who is compressor replacement authorized as none of the techs here areWe are trying to obtain a copy of ** Tech Supports noted documents on the case to support our statement is true and accurateWe were advised by ** Tech Support not to replace the compressor no issue was foundPlease also see attached Service Call Invoice that was provided to the customerThe compressor and coils were filthy with dust build upThe fridge should not be tight against the wall, should be at least 12" from the wall.Thank You Kindly, international TV & Appliance Management

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Once again if you read my  first Complaint you will see that when I call International Appliance repair, I told her that I had hired a tech from [redacted] repair to come out and check my refrigerator due to it not cooling properly and also that it was making a very loud noise. The appliance tech came into my kitchen and heard the noise and immediately said the compressor was shot. He then asked me for the refrigerator book which I had ready and he opened the book to the warranty page and told me that I had a ten year warranty on the compressor and that if he had touched the unit it would have voided my warranty. I paid him his service fee for his diagnosis of the problem and he left. I immediately called ** and they gave me two or three Appliance repair services that they contract with and were supposed to be able and capable of servicing a refrigerator. I called International TV and appliance repair like I was instructed to by **, and I immediately told this women about the first tech and his diagnosis and the fact that he did not touch the unit and had me call ** for their instructions.This lady sent out two men who AT THE TIME I DIDN'T KNOW HAD NO KNOWLEDGE AND ABILITY TO CHANGE A COMPRESSOR UNTIL THE FOLLOWING WEEK WHEN AN ** Customer Service Rep.ASKED WHY THEY WEREN'T GOING TO MY HOME AND FIXING MY REFRIGERATOR. IT WAS THEN THAT SHE TOLD THE Customer Service Rep.. THAT HER SERVICE TECH'S DID NOT HAVE THE KNOWLEDGE OR THE ABILITY TO CHANGE OUT A REFRIGERATOR.When the International people arrived at my home they found the refrigerator unplugged and asked why it was unplugged. I then told them BOTH that I had another service man come and he diagnosed the problem as the compressor and said to unplug it in case of a fire.The older man then either plugged in the refrigerator back in or had his helper do it.He immediately stated that the refrigerator wasn't making any noise now. I said give it time and it will. He then said he had other jobs to go to and that I should call him if it started making noise again and he would come right back. I said ok and then he states that I had to pay for their service charge. I said well when it starts making noise again and you have to come back am I going to have to pay this service charge again, and he stated no that I would not have to pay again. So I paid him.Not too long after they left the compressor started making its noise, I immediately called the company again and he stated to me to let it go for about two hours and if it keeps making noise to re call him and he would come back. Well I waited the two hours and called him back. He then stated to me that if he has to replace the compressor that he was going to have to charge me $175.00--well I needed the refrigerator so I told him I would pay it. He then said that he would order the compressor from ** and the conversation ended.About an hour later he called my wife back and told her that he didn't think it was the compressor and if it keeps making noise to call him back at 5:00 PM well earlier in the day he had told us that they were closing early that day due to being closed Friday Saturday, Sunday, and Monday due to the Memorial Day Weekend.So My wife tried calling at 4:30 PM and they were already closed.These people had no intention of returning to my home to make any repairs because they were incapable of making this kind of repair. I called ** after getting the run around by the lady in the office all morning, and the Customer Rep. named August called thee International Repair company while I was on the phone and she was told by the Lady from International Repair  that they declined the repair and would not be back out to my residence. Due to the fact that her  service technicians were not trained in the replacement of a refrigerator compressor...So if she and they knew this from the start, I feel they perpetrated a Fraud against me to make me pay a service charge for something they knew they could not repair. I feel that if they refuse to give me my money back that I have a criminal and a civil case against this company and its employees.I also have two service Repairmen that have told me they would testify for me.