Pabaron General Building Innovation

Customer originally purchased part from me personallyCustomer originally provided incomplete/questionable info about her appliance which her parts applied to After I researched her part with that limited info, she agreed to buy the parts from us and have them directly delivered to her home I collected for the sale including shipping charges Customer paid and signed all of our attachments Both attachments have disclaimers on them printed just below her signature stating the terms of the sale On the invoice # [redacted] customer signature is placed above the particular agreement stating "Parts matched to original part Special order non stocked non returnable items shipped directly from Dallas Customer has approved parts and terms." On both the credit card slip and that invoice [redacted] that she signed both is also printed the general terms of this and all sales, stating our store policy NO RETURNS ON ANY USED, OPENED, INSTALLED, ELECTRICAL OR SPECIAL ORDERED ITEM Yesterday, customer came into our store demanding a refund I had to research the sale because she brought in no receipt When she presented the parts, the original part and her partial model number for her appliance, I made an offer that if she would return with her CORRECT AND COMPLETE model number, where I instructed her where to locate it on her appliance, I would credit back her purchased the parts for the correct one That is when she became hostile and threateningShe said she would return with the info and parts to do that exhange or report me to your organization if she couldn't get her refund if the correct parts were unattainable Up to a few minutes ago until I read that she filed a complaint against us, I would of honored that offer Due to her filing this complaint against what she earlier stated, I resend the offer and stand firm on the fact that the customer understood our sales terms on July 15, and hold her to those agreements Thank you for this opportunity to respond

Tell us why hereReference complaint # *** Customer Info: *** and *** ***
*** *** ** *** ** *** Phone *** *** Cell *** *** I apologize for not getting back sooner in this manner, I had minor back surgery earlier this week and have fallen behind in my duties here at our shop History of Customer *** ***: 8/22/16: Customer originally called to book service on his ** brand refrigerator that was making a rattling sound for a month when cooling 8/23/16: Service tech dispatched out and inspected the refrigerator. He found the outside condenser fan motor-tested good; Checked interior evaporator fan-checked good; Unit was cooling properly during the inspection. Tech recorded that the unit may need fan motors and control board if problem returns(As is the nature of these types of problems with this brand that we’ve encounter before in the past). Tech collected for the service call as agreed upon prior to our dispatch and Mrs*** paid for the visit with check #*** and signed our work order # ***. (See Attached) 8/25/16: Mrs*** again called our shop requesting that we return replace the parts which were making the noise on work order *** dated 8/23/16. When I explained that I would have to research her previous work order to locate the parts she understood. I also explained that we would return as soon when we had acquired themI also informed Mrs*** that some of her parts may not be available due to the nature of her brand, **, but I assured her that we would do our best in acquiring what was listed as soon as possible. A few minutes later Mr*** called and was upset that we didn’t have his needed parts on hand. When I explained to him that his refrigerator’s manufacturer, **, didn’t have many parts available (As is the case for many foreign brands, particularly Korean manufacturer’s) for his unit and that it would possibly take more than a day or two to receive parts from our distributor if they were indeed available at all. He then understood the situation as I assured him we would return after his parts were in hand 8/29/16: We returned to replace two evaporator fan motors and their control board. The tech was able to conduct further testing on the ***’s refrigerator with information published and provided for by **After a series of checks he located was that those evaporator fans we not receiving voltage from the control board continuously. After replacing the parts he again checked voltages and operations of the product and passed everything after testing without and further problems located. He also noted that the compressor located in the back of the unit was running quieter after the new control board was installed. Mrs*** paid for the repair minus the service call we collected for on 8/23/16, a total of $409.64; she paid with check for work order and signed it approving the work(See Attached) 8/31/16: Two days after the repair, Mrs*** contacted us again stating that her refrigerator was melting ice from its ice maker, her freezer was thawing and her fresh food side was now at degrees and it was now not cooling. We assured her that her previous repair is under the parts and labor warranty and we immediately reordered the same parts previously installedBut due to the availability of her parts and the approaching Labor Day weekend affecting shipping, we were not able to return until after a few more extra days 9/6/16: We returned with identical parts installed from previous call. Our service tech again ran diagnostics utilizing the supplied published information from ** and found that again voltages to the refrigerator evaporator fan motors were low and intermittent. The diagnostic tests suggested again that we replace the same components, the evaporator fan motors and the main control board. Our tech did so and followed up by retesting the refrigerator afterwards using the same diagnostics. This time Mrs*** was explained to by our technician the steps as he methodically proceeded through each individual post repair test. The unit passed all tests again this time. The ***s were not charged anything for this repair. We covered all costs at our expense on this visit for parts and labor for their refrigerator. Mrs*** signed for the work order no*** (See Attached) 9/7/16: Mr*** called our office stating that their refrigerator again was not cooling. I immediately contacted our service tech about the situation and after a long discussion, a logical conclusion was reached that if the voltages between the control board and the components were again lost as before the two previous times, that it was possibly due to a break or a short in a wire or wires inside the refrigerator’s cabinet. A wire break or short inside the refrigerator’s cabinet is irreparable and is often times masked as another problem or impossible to detect. It was approaching day’s end and I had an associate of ours contact Mr*** to inform him of this possible scenario while I continued investigate his unit. I visited with other ** servicer’s and a logical conclusion was reached as just previously stated. If replacing those parts again failed it was most likely cause by a breached or shorted wire or wires inside the cabinet. Remember info we used was provided and published by ** stated it was the components which we replaced to remedy the situation and all tests afterward parts replacements proved the refrigerator passed all of its tests 9/8/16: Mr*** called our store shortly after opening and I was able to discuss with him his refrigerator. After my explaining to him what I had just listed above and that the problem should now be escalated to the manufacturer, he insisted our refunding him for the repairs. I explained that we followed procedures and guidelines that the manufacturer provided. **’s diagnostics guidelines indicated that the components we replaced were defective and no other problem existedThis includes tests before and after part replacements. I informed Mr*** that we could change out those parts until the cows came home and they would repeatedly fail if the refrigerator had an internal short or open circuit in its cabinet, again which often times is undetectable until after components have be exchanged as in this circumstance. I also reiterated that we followed all diagnostic steps which ** provided for their product which included all diagnostic guidelines and we had used ** brand OEM parts for the repair. If after both repairs, the problems returned then a logical conclusion must be drawn that the interior wiring of his refrigerator was compromised and it must now be passed onto the manufacturer due to his appliance now being irreparable. I suggested to Mr*** that he contact ** with all the information and receipts we provided and that I would be happy to visit with their reps about the situation, in order to assist Mr*** recover any of their investment from the manufacturer. Conclusion: Unfortunately we followed all guide lines and had used OEM parts the manufacturer provided to us to remedy with what his appliance’s diagnostics had indicated. We warranted out the parts and labor after failing tests the second time, all at our expense again using **’s guidelines. Again those parts and all parts passed all tests after both repairs! It is my recommendation that Mr*** escalate this issue up to ** for assistanceWe would be happy to assist him by talking to ** in recovering his investments from the manufacturer in this matter

Customer originally purchased part from me personally. Customer originally provided incomplete/questionable info about her appliance which her parts applied to.  After I researched her part with that limited info, she agreed to buy the parts from us and have them directly delivered to her...

home.  I collected for the sale including shipping charges.  Customer paid and signed all of our attachments.  Both attachments have disclaimers on them printed just below her signature stating the terms of the sale.   On the invoice #[redacted] customer signature is placed above the particular agreement stating "Parts matched to original part.  Special order non stocked non returnable items shipped directly from Dallas.  Customer has approved parts and terms."    On both the credit card slip and that invoice [redacted] that she signed both is also printed the general terms of this and all sales, stating our store policy.  NO RETURNS ON ANY USED, OPENED, INSTALLED, ELECTRICAL OR SPECIAL ORDERED ITEM.  Yesterday, customer came into our store demanding a refund.  I had to research the sale because she brought in no receipt.  When she presented the parts, the original part and her partial model number for her appliance, I made an offer that if she would return with her CORRECT AND COMPLETE model number, where I instructed her where to locate it on her appliance, I would credit back her purchased the parts for the correct one.  That is when she became hostile and threatening. She said she would return with the info and parts to do that exhange or report me to your organization if she couldn't get her refund if the correct parts were unattainable.   Up to a few minutes ago until I read that she filed a complaint against us, I would of honored that offer.  Due to her filing this  complaint against what she earlier stated, I resend the offer and stand firm on the fact that the customer understood our sales terms on July 15, 2017 and hold her to those agreements.  Thank you for this opportunity to respond