Rancho T.V., Inc.

I have reviewed the response made by the business in reference to
complaint ID ***, and have determined that this does not resolve my
complaint. For your reference, details of the offer I reviewed appear
below.When
the repairman came initially he never really looked at the fridge to
diagnose the problemWhen he came back a few weeks later to repair it, I
did everything that was asked of me....defrosted since Fri night,
everything out of the fridge, power source cut offHe came over on a
mon after me being without a fridge all weekendHe cam over on MOnday,
pounded on it for a wile, then yelled to me that it was unfixableMy
son came over then, and when we questioned why he didn't ansThe more
he ignored us, the more frustrated I becameHe was going to leave
without hooking up the fridge againMy son had to demand that he do it,
or I would have been without a fridge another weekIF HE WOULD HAVE
PULLED THE FRIDGE OUT FROM THE WALL, HE WOULD HAVE BEEN ABLE TO ACCESS
THE FRIDGE AND REPLACE THE PARTHE NEVER THOUGHT TO DO THATHe ignored
my son and I, we had questions about what was going on, the next step,
and what came nextHe did say it was unrepairable, but he wasn't
allowed to tell the company[Frigidaire], he said his office manager told
him he wasn't allowed to say it was unfixable.They make their money by
doing these repairs for Frigidaire, so its in their best interest to
keep coming out for service callsWhen I called the office manager
about the damage to the wall, and the fact that he ruined the icemaker,
she said he would not be coming out againShe mentioned a "hostile work
environment" and hung up on mePleaseI am a yr old disabled
woman, he is a big strong manI was upset, yes, because he chose to
ignore any questions my son and I had for himThe repair for the wall
isn't just a simple touch up, it needs to be filled, sanded, primed, and
paintedAs for the food, a cooler is NOT meant to be a long term
storage solution, by the time he came late MOnday,
the food had already started to spoilMaybe he should have come first
thing in the morning to avoid thisI did call Frigidaire when he
was here because I felt I had run out of optionsMy son is a lawyer and
would be willing to sign an affidavit backing up these factsRegards, *** ***

Tell us Thank you for the opportunity to respondA service call was dispatched to us from Frigidaire on December 30,The customer reported that no ice was being madeI verified this when I spoke to her and scheduled her for January 4, 2017.The technician arrived on that day.He determined that
the icemaker has an excessive amount of ice around the icemaker and it's compartmentIt is within the refrigerator area.When he told her that a part would need to be ordered, Ms*** became abusive and hostile.She demanded to now how long it would takeHe told her that he would check and have the office contact herWhen he returned to the office, that day, he contacted Technical assistance regarding this problem and found that there was a specific kit that was designed to correct problemWe checked and then found it was on National BackorderBefore we could call her she called the manufacturer.They confirmed the part status with us and herWe did talk to her assuring her that we would contact her as soon as it was available.Also, in this conversation, I spoke to her about the need to defrost / shut down the entire appliance for hours before we could install the partThe ice would need this time to defrost completely and the area dry out.She became very hostile with me as she wanted to know what she would do with her foodI told her we would work with her so she could have time to move it, deplete it and schedule before shopping to replenish.The office called her on January to scheduleShe indicated that Monday January 30, after the weekend would work for herOn Monday afternoon the technician arrivedThe appliance was pulled outThe technician attempted to remove the auger and the motor.He determined that the parts were corroded together and that he could not access the areaHe would need the parts to complete the repair.When he told the customer, she became explosive and abusive for an extended period of timeThe technician reassembled what he took apart and leftA few days later Ms*** called , requesting the technician return as her refrigerator was not workingI politely told her he would not be returning.She asked why and I told her that he would not be returning to work in a hostile environment and that she can contact another servicer to complete the repairShe immediately started yelling and screaming at meI politely told her goodbye and hung up the phone As an employerer, I am required to provide a safe and abusive free environment .New York State mandates it and I support it The appliance manufacturers state we do not need nor have to put our employees into questionable situations As to her point of damage, she brought this up after I turned down a return visitWe did not do thisThey pulled out unitPerhaps another servicer or another partyThe food claim has no meritThe defrosting of the unit was scheduled with her to allow relocation and/ or depletion of her food.why here

I am aware that this dehumidifer was with us for quite a few months. There were two parts needed to repair this unit. However, parts are not always readily available especially for items that are produced in China or Korea. We are at the mercy of the supplier of these parts to make them available....

 One part was readily available and one was not. Each inquiry regarding the remaining part was met with a backorder report. We told here we would call her as soon as part was in. When she called in January, we inquired again and the part was now available. I asked about the backordered item. The showed no backorder for it but that it could be sent out then. We would receive part within one week. This was relayed to the customer. Her decision was still to pick it up, which she did.  If she would like to have this repaired, the offer is still available for 30 days from today,  as previously quoted. The diagnostic fee is recorded as paid ( 19.95 plus tax= 21.70) This would be deducted from the repair as previously stated. Please have customer return with unit and we will expidite repair on it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,
[redacted] The dehumidifier was in National Appliance's store for 6 months, not a "few" months.  If they don't refund my deposit I want it recorded that this business deserves an F rating.  I will also proceed to file a complaint with the Attorney General's office.  I will not do business with National Appliance not only because they didn't repair the item in a timely manner but the customer service was very rude & condescending.  If I ever treated customers the way they do, I'd be fired immediately.