S & R Mechanical Inc

Initial Business Response /* (1000, 10, 2015/07/24) */
This is a valid complaint. I haven't been in St. Louis, so didn't receive the letters. I am willing to refund her money.

This company has lied about this claim and their behavior in the process. I never once said anything about the the water temperature. I said the dish washer was melting dishes. I never got belligerent with her. The only thing I said was that was horrible customer service. That is not belligerent.  The fact that a company can get away with treating a consumer that way and then lie and change the story is horrible. Who is there to protect the consumer? Sincerely [redacted]

Thank you for the opportunity to respond to the aforementioned complaint.  As a service provider, we originally received a claim from Choice Home Warranty regarding a refrigerator, which was not cooling.  After the meeting the homeowner's suggested date and time, the technician found that...

the unit's evaporator motor had seized, which would cause the unit not to properly cool or not cool at all.  We contacted the warranty company for authorization to complete repairs and received the approval three days later.  The part was then ordered and took 7-10 days to be shipped from the manufacturer.  Three weeks after completion, the homeowner then called the warranty company and stated that there was another issue with the unit that he had not noticed before.  The unit was cooling properly, but the new complaint was that it was now leaking.  The next visit to the home on the new claim, the technician informed the homeowner that it had nothing to do with the cooling mechanism, in fact, the drain tube was clogged with debris causing water to leak.  He informed that this type of repair is a non-covered repair item and he would be responsible for the part if he wanted to have it fixed  We contacted the warranty company to provide diagnosis and they confirmed this was not a non covered repair as it shows neglect of the unit.  This is a part that simply requires the homeowner to clean around the bottom of the unit and ensure no dust or refrigerator debris clogs the unit.  The homeowner contacted us to voice his disagreement; however, we could only go by what his contract states a a covered repair.  Again, we offered to repair at a minimal cost and he rejected, which is noted in his warranty claim.  The warranty and S&R are in agreement that in order for a drain tube to be clogged, it happens over a period of time not a matter of weeks and that the technician that replaced the faulty evaporator motor could not have caused the drain tube to clog with debris.  This is located in the back of the unit and with proper care of the unit, keeping dust out and cleaning the refrigerator periodically, will aid in the upkeep of the unit and this part.