Appliance Express was contracted by Frigidaire to perform extended warranty repairsThe provider failed to perform the services because as a customer I complained to Frigidaire about Appliance Express responsiveness
Our Frigidaire stopped working due to a electronic control board issue with error codes "SY CF"Upon calling the extended warranty department at Frigidaire they stated to call their service contractor Appliance ExpressUpon contacting Appliance Express I was put on hold several times for extended periods and never got to speak with anyoneThe last call rolled into a "we are closed" voice mailI called again the next morning and the gentlemen who answered the phone was unprofessional He became upset because I called several times and stated to me "call Frigidaire and tell them I am refusing your work order due to personality conflict" and hung up Frigidaire could not find another contracted service vendor to come out for another days
02-10-16Received complaint number [redacted] today. Customer had a clogged defrost drain on their kitchen refrigerator. When this drain is clogged the defrost water has to go somewhere, usually on the floor. There is evidence on the floor of long time slow leak. While clearing drain...
the tech did spill approximately one gallon of water that he immediately cleaned up upon being made aware. It did not take eight towels. Our insurance carrier has been notified and if their investigator finds fault there will be payment made. BJ Appliance Express[redacted]
Claim #[redacted]
I do not agree with the business response. The drain was NOT clogged. My 12/30/15 invoice shows the defrost cycle heating element was replaced. None of the frozen ice on the coils was being defrosted and had been a problem for weeks. It took Appliance Express almost 2 weeks to get me on their schedule. I boiled about 3 pots of hot water per the request of the tech, Scott, so he could pour it on the coils to melt the ice. My boyfriend even suggested we plug the drain to prevent any overflow. Scott said, "No, it's not necessary." He poured enough hot water on the coils to fill up the drain pan and overflow it. When we expressed our concern, Scott responded, "It won't be a problem. I've been doing this a long time and I know how much water I can put in there." The water overflowed and wasn't discovered until I saw it after Scott had the time to pack up his tools, write up an invoice, explain that the part wouldn't be in for a week and at that time they would schedule the installation of the heater. After Scott took down my credit card information I looked at the floor and saw the water that had flowed out. About 10 minutes had passed so the water had been on the floor all that time. We all grabbed towels to wipe up the water. I had to run to my linen closet for more towels to continue to wipe up all the water - 8 towels in total. Scott said, "there shouldn't be any damage from the water." He did not say, "I hope this doesn't cause any additional damage." The owner of Appliance Express seems to think from the pictures after the incident there was prior damage. There was NO prior damage. I have a video of the floor directly afterward where you can hear squishy water noises when stepping on the wood - you can hear the water that seeped through my floating wood floor. My video taken directly after this occurred shows there wasn't prior damage. I have previously emailed you this video. Over the course of the next 2 days, the wood swelled and the water warped my wood floor. Their insurance company is [redacted] is not able to confirm whether Appliance Express is insured with them. The adjuster says it will take 7-10 days to find out if Appliance Express indeed has insurance with [redacted]. On 2/11/16 the claim was filed. Claim #[redacted]. The claim adjuster is Neil W[redacted]. At this time, I am waiting on confirmation that Appliance Express does indeed have insurance coverage with [redacted] and am waiting on them to process this claim. So far, nothing has been done to fix my wood floor. I had trouble inputting this response to your website. When I called you today, you said that I should just email this response and you will put it in for me.
Thank you.
Received your follow up letter dated 03-09-16 on 03-15-16. Mrs. F** has given us different versions of what she feels happened every time we have spoken to her. Our insurance carrier has instructed us not to speak to her. They are the professionals at this and they will handle it. I can not do anything until they complete their investigation. BJ Appliance Express[redacted]
Appliance Express was contracted by Frigidaire to perform extended warranty repairsThe provider failed to perform the services because as a customer I complained to Frigidaire about Appliance Express responsiveness
Our Frigidaire stopped working due to a electronic control board issue with error codes "SY CF"Upon calling the extended warranty department at Frigidaire they stated to call their service contractor Appliance ExpressUpon contacting Appliance Express I was put on hold several times for extended periods and never got to speak with anyoneThe last call rolled into a "we are closed" voice mailI called again the next morning and the gentlemen who answered the phone was unprofessional He became upset because I called several times and stated to me "call Frigidaire and tell them I am refusing your work order due to personality conflict" and hung up Frigidaire could not find another contracted service vendor to come out for another days
02-10-16Received complaint number [redacted] today. Customer had a clogged defrost drain on their kitchen refrigerator. When this drain is clogged the defrost water has to go somewhere, usually on the floor. There is evidence on the floor of long time slow leak. While clearing drain...
the tech did spill approximately one gallon of water that he immediately cleaned up upon being made aware. It did not take eight towels. Our insurance carrier has been notified and if their investigator finds fault there will be payment made. BJ Appliance Express[redacted]
Claim #[redacted]
I do not agree with the business response. The drain was NOT clogged. My 12/30/15 invoice shows the defrost cycle heating element was replaced. None of the frozen ice on the coils was being defrosted and had been a problem for weeks. It took Appliance Express almost 2 weeks to get me on their schedule. I boiled about 3 pots of hot water per the request of the tech, Scott, so he could pour it on the coils to melt the ice. My boyfriend even suggested we plug the drain to prevent any overflow. Scott said, "No, it's not necessary." He poured enough hot water on the coils to fill up the drain pan and overflow it. When we expressed our concern, Scott responded, "It won't be a problem. I've been doing this a long time and I know how much water I can put in there." The water overflowed and wasn't discovered until I saw it after Scott had the time to pack up his tools, write up an invoice, explain that the part wouldn't be in for a week and at that time they would schedule the installation of the heater. After Scott took down my credit card information I looked at the floor and saw the water that had flowed out. About 10 minutes had passed so the water had been on the floor all that time. We all grabbed towels to wipe up the water. I had to run to my linen closet for more towels to continue to wipe up all the water - 8 towels in total. Scott said, "there shouldn't be any damage from the water." He did not say, "I hope this doesn't cause any additional damage." The owner of Appliance Express seems to think from the pictures after the incident there was prior damage. There was NO prior damage. I have a video of the floor directly afterward where you can hear squishy water noises when stepping on the wood - you can hear the water that seeped through my floating wood floor. My video taken directly after this occurred shows there wasn't prior damage. I have previously emailed you this video. Over the course of the next 2 days, the wood swelled and the water warped my wood floor. Their insurance company is [redacted] is not able to confirm whether Appliance Express is insured with them. The adjuster says it will take 7-10 days to find out if Appliance Express indeed has insurance with [redacted]. On 2/11/16 the claim was filed. Claim #[redacted]. The claim adjuster is Neil W[redacted]. At this time, I am waiting on confirmation that Appliance Express does indeed have insurance coverage with [redacted] and am waiting on them to process this claim. So far, nothing has been done to fix my wood floor. I had trouble inputting this response to your website. When I called you today, you said that I should just email this response and you will put it in for me.
Thank you.
Beth F**
[redacted]
Received your follow up letter dated 03-09-16 on 03-15-16. Mrs. F** has given us different versions of what she feels happened every time we have spoken to her. Our insurance carrier has instructed us not to speak to her. They are the professionals at this and they will handle it. I can not do anything until they complete their investigation. BJ Appliance Express[redacted]