S & R Mechanical Inc

Thank you for the opportunity to respond to the aforementioned complaint The customer called our office on April 22, and requested for a technician to diagnose a problem she was having with her LG Washer, which she stated would not drain and spin The technician was scheduled for
the same day Upon thoroughly checking her unit, found that the unit had not been properly cared for by way that there were items stuck in the drain pump, which would cause the unit's spinning ability to be disabled He removed different debris from the pump and ordered two parts; a drain pump and a sensor (used to allow unit to spin) We called her on April 25, to advise parts were on order and it would take 3-business days to receive (no answer), we called on May 5th, May 6th, May 7th and May 9th, to inform parts had arrived (no answer) She finally called in and told the technician that she had been having problems with her phone and she was calling to get an update He let her know that we had called several times and then scheduled a final appointment on May 11, She later called after hours and stated that the unit was draining and spinning but she thought that there was something else wrong with the unit We again have attempted to call and schedule for the technician to diagnose the NEW problem with the unit but the phone is on a continuous ring with no voicemail or answering machine With her knowledge of her phone issues and how difficult it is to reach her, she is more than welcome to call our office at *** or email ***@gmail.com to schedule an additional appointmentBut returning money for a NEW existing problem with the unit will not be something we are willing to do since the previous mechanical error was repaired Sincerely, *** ***, Owner/Office ManagerS&R Mechanical, Inc

Initial Business Response /* (1000, 10, 2015/07/24) */
This is a valid complaintI haven't been in StLouis, so didn't receive the lettersI am willing to refund her money

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-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

This company has lied about this claim and their behavior in the processI never once said anything about the the water temperatureI said the dish washer was melting dishesI never got belligerent with herThe only thing I said was that was horrible customer serviceThat 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 horribleWho is there to protect the consumer? Sincerely *** ***

Thank you for allowing us to respond to the complaint number *** filed on October 3, Often times, we ask our Account Managers (AM) with the warranty companies that we are in relationship with to remind their Customer Service departments to remember to set the right expectations with their
customers because we want them to understand that there is a process that we (as a vendor) must succumb to. In the instance of *** ***, we received a call from her warranty company asking if we would take a job that was outside of our travel area. After careful consideration, we verbally agreed to accept the job on August 17, 2016. Once any job is accepted, we have to hours to set an appointment with the customer and her warranty company ask that we make the appointment from to days from the date that we receive the claim notification. We called and originally scheduled to diagnosis her unit on August 22, 2017; however we had not received the claim notification from her warranty company. We later called and changed the date to August 25, in order that we have time to receive notification from her warranty company and to meet her availability. The technician that was on site has been a technician for over years. He doesn’t have to spend any specified time to diagnose a unit. He is considered an expert, having consulted for several “big name” brands and companies and worked the field for equal amount of time. Her complaint to her warranty company was that the water to the unit was melting her dishes but at the same time her dishes were not getting clean. We explained to the warranty company that if she is having an issue with the water temperature, she should have a plumber visit because we are an appliance repair company only. We do not handle any plumbing claims. Her warranty company decided that they were in agreement. When the technician reported the claim as “no water coming into the unit” and that the “water inlet valve is shorted” they agreed to repair the unit. We then ordered a part that was not available in the store. When parts are not available and must be ordered through the manufacturer. In the meantime, her warranty company did make note that the part had changed and we could use a substitute part with their permission That is why I was able to contact her to inform we could come out because the substitute part could be ordered and received within to business days. There were no back orders for the new part number. Ms*** called my office and was being rude, disrespectful, belligerent and condescending. Yes, I did tell her that I would not send any of my technicians out to her home because of the manner in which she called my office. I do not subject myself or my employees to such behavior, considering all of the things that are going on in the world today. I called her warranty company to inform them that we would no longer work with them on behalf of her and they pleaded with us to continue because the original part was on back order, the manufacturer changed the part number and they did not want her to have to start the process over again because it is time consuming and she would have to wait longer. We agreed to go back out to install the part. She was dissatisfied because the water was too hot. Again, we are not a plumbing company and do not make such repairs. We fixed the apparent repair to the unit, not to the water. As far as the technician’s vehicle leaking on the driveway, I cannot answer to that as he parks at my location every day and the vehicle doesn’t leak. Ms*** needs to review her warranty for coverages. Should she have questions regarding her coverages, she can contact her warranty company and they can provide her with a copy of her contract. We are not responsible for the water being too hot to her unit. That is a hot water issue. As a law student, owner of businesses and a consumer, I find it important to set the right expectations, in which I can only do for my company. Her warranty company has had all the information from the time we agreed to accept the job up until the job was completed. My company remains a preferred vendor for each warranty company in which we provide repair service, and not because we do not complete our jobs insufficiently but because we take pride in how we uphold our brand