Moes southwest grill

January 12, 2017 On 12/26/2016 receive a call from customer [redacted], who was referred by [redacted] customer service to make diagnostic and repair of his refrigerator not cooling problem. Because I was in the area of Brooklyn, NY and still making on site calls I did accept his emergency...

situation and with agreement form him to pay diagnostic fee of $120.00 schedule to stop by at evening same day to see if the problem with compressor or something else. After I diagnose the unit and confirm that it is a compressor issue and it should be change together with filter drier plus charge Freon. He was agreed for price and diagnostic fee in this case should go towards repair. I was explain to customer that as soon I come back to my Pennsylvania office I will create ticket and order parts which ** will cover. He also was advised if parts not come by the end of service week, or I will be overbooked than I will come following week to fix his unit. Next day he call and complain why I did not order parts yet. I was explain that I still in Brooklyn finishing jobs and coming back late at nite.so I will create ticket and order parts Wednesday. Than in the morning of Wednesday he call and was on the line with ** representative who telling him and his wife that, if you want our authorized service center create ticket and order parts, or you lose your diagnostic fee and we reassign you to another company, cause you keep complain that it will be another week for repair to be done, but it not be any way sooner if you prefer to change servicer and they need make another diagnostic. After conversation with me and ** they make decision to not doing service with my company. Customer was several times advised that diagnostic fee not refundable, cause service was performed and time, and gas was spend, plus customer cancel service on they own decision. Company policy was explained and no refund can be made in this case.Sincerely Mark