Solar Appliance Services

Review: On 4/29/14 a technician from Solar came to my home to check out my clothes dryer. The dryer was running but not heating. I was told that the gas ignitor was bad and that the part cost $340.27 plus shipping and tax and that the total cost of job would be a grand total of $395.04 to install a new ignitor. For this estimate I was charged a grand total of $111.96 for THE SERVICE CALL .I called the toll free phone number for [redacted] and [redacted], the manufacturer of my [redacted] and [redacted] dryer and was told that the part would cost me $44.78 plus shipping and tax and that the total with shipping and tax would be $54.78.I called Solar and told them how much the part cost for me to purchase and wanted to know why they were charging so much for the ignitor .Was told that they go by the national book. I let the person that I spoke with know that I was not very happy with their estimate and that person again said that their price goes by the national book.I then called another company and was told that they would replace the part for around $180.00 OR $200.00.Solar's price was a total rip off and I will not be calling or recommending this company to anyone.I ordered the part from [redacted] and [redacted] and my husband installed the part in less than 30 minutes and that time included vacuuming the dust in the bottom of the dryer.I would like a refund on the service call but I know that will not happen.Thank you [redacted]Desired Settlement: Iwould like a refund on the service call but I know that will not happen

Business

Response:

The [redacted] residence contacted us because their Fisher & Paykel Dryer was not heating. We explained our service charge for diagnosis of their service issue would be $102.95 plus tax. We further explained that their service charge would be applied toward their repair. Our technician diagnosed that the problem with their dryer was a result of their ignitor going out, and he gave them our price of $340.27 plus tax to perform this repair. Our price covers all costs associated with the repair and includes parts and labor and is the standard price for this repair. We use the national standard for appliance estimating and repair, the Appliance Blue Book for estimating repair costs which provides for a solid foundation for accurate and consistent pricing for all customers. It ensures that our customers are charged fairly and each price is reflective of many things, such as trained technical staff, administrative staff, employee benefits, vehicles, fuel, and many other associated costs of providing service.

We understand that once we diagnose a problem with an appliance, the customer has the option of purchasing the part and installing it on their own. That is what the [redacted]'s decided to do. However, when we install the part, we warrant the repair and guarantee that the repair is done by a factory-trained technician.

We did provide the service to the [redacted]'s that we were requested to perform. We, therefore, are not able to refund the cost of diagnosis on their Fisher & Paykel Dryers. We certainly do not hope, however, not to lose the [redacted]'s as a valued customer, as we have previously serviced appliances at this residence on three other occasions since 2007.

[redacted], General Manager

Solar Appliance Service, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The price I was quoted was $340.27 plus shipping and tax, plus labor to install for a grand total of $395.04. I did not tell the technician that I was going to buy the part. After calling Fisher and Paykel and being quoted a price of $44.78 plus shipping and tax for a total of $54.78 I called Solar and wanted to know why they quoted me a PRICE OF $340.27 plus shipping and tax for the part when I could purchase the part for $44.78 PLUS SHIPPING AND TAX TO EQUAL $54.78 FOR THE IGNITOR.Yes Solar told me that the service call would be applied to the total cost of the job ($395.04-$111.96 cost of service call with tax equals $283.08 for the cost of the part and instailing the part). I am still paying $395.04 for a part and the installation of the part when the part costs $44.78 PLUS SHIPPING AND TAX FOR A GRAND TOTAL OF $54.78 . To my recollection the only other time Solar came to my home was on February 17 2014 because the dryer was making a loud noise. The technician tightened things up and I was charged a total of $132.90 plus tax for a grand total of $144.53. My other appliances are Wolf ,SubZero and Asko and Solar is not one of the companies that are recommended for service. And yes I know that I am not going to be reimbursed for the service call on April 29 2014

Business

Response:

Our price of $340.27 to perform this job includes parts and labor and we did not quote additional labor over the $340.27.

Review: I have been without a refrigerator for almost 3 weeks. It took Solor Refrigeration about 5 days to come out. Charged me $101.00. To this day I still do not have a refrigerator. I waited one week, thinking that the compressor had been ordered. They did not order it. I set up another appointment and they tell me the compressor was delivered damaged. They told me that they would be out with another compressor on Tuesday August 27. No one showed up so I had to call. They stated that it was setup for Wednesday. I was told Tuesday and I did not go into the office because of this. I called and spoke to the mananger. Nothing they could do. They did not have the compressor yet. Best of all after all of these issues they are still charging me $587.95 to replace the compressor. Told me that there is nothing they could do. That's the price. If they want to charge Maytag that kind of price for waranty work that's one thing but to charge a consumer that price is aweful. They told me that there was nothing they could do. That's the price. This is BS. This is only the 2nd complaint I have ever submitted to the Revdex.com in my life time.Desired Settlement: Solar Refrigeration has already collected 390.15 from me. That is $289.15 that was charged to my visa plus $101.00 I had to pay for them to come out. I did not go into the office. They told me the wrong day that they planned to come out. I do not think I should owe them anymore money. They should actually give me some money back. This is aweful customer service.

Business

Response:

Dear Sirs:

Review: Solar has taken 5 weeks to fix my refrigerator which is under warranty. The refrigerator is totally out of use. It took them a week to come out to check my fridge to tell me a part needs to be ordered. Another week to get part to come out without checking the part was correct, third week reorder and come out again to once again find its the wrong part, then a fourth to finally get part ordered only to find out it didn't fix the fridge. Now on my fifth week, who knows if they will fix it or have the correct part, but they want to schedule us late in evening after my husband stressed to them that we would be travelling for medical issues and it needed to be done by a certain day and time. Knowing they have screwed up, they have refused to give us priority and are horrible at returning calls. How they stay in business is beyond me.Desired Settlement: Finish the job started and give priority to your problem jobs. Get your people to verify parts before wasting my time and having me take off work or make arrangements to find out you have the wrong part.

Business

Response:

We have received Mrs. [redacted]’s concerns that service on her refrigerator

took too long. We would like to apologize that the customer did not receive the

level of service that Solar Refrigeration & Appliance Service Inc. is

capable of. After reviewing Mrs. [redacted]’s history file on this repair, we do see

that the repair was held back on several occasions due to parts issues between

her extended warranty service provider and the manufacturer of the machine.

Solar received a

dispatch for service on 6/16/2015 and scheduled service for 6/19/2015 with Mrs.

[redacted]. On 6/19/2015, we touched base with the customer to advise of our

technicians later estimate time of arrival on that day. When the technician

tried to service the customer on 6/19, there was no answer at the door or on

the phone. On 6/22/15 our technician returned and after speaking with technical

assistance, diagnosed the customers unit to have a bad power board and valve

assembly. On 6/29/15, after receiving

parts from the customer’s extended warranty company, Solar returned to install

the power board and valve assembly. During part installation, we discovered

that the customer’s insurance company had sent down an incomplete valve

assembly. Our technician contacted Mrs. [redacted]’s warranty provider and

manufacturer from her home and advised them of the issue with the valve.

Warrantech agreed to ship another valve down. On 7/6/15 we returned to the customer’s

home to find that her warranty provider again had supplied the wrong part. This

time they supplied a water valve instead of a valve assembly. Warrantech was

contacted immediately again, and on 7/9/15 we sent our Service Manager to

install these parts. On 7/9/15, our Service Manager found the unit not cooling

correctly, and a priority shipment was immediately placed. We contacted the customer

on 7/13/15 to confirm a time for 7/14/15 for her service appointment, and the

customer was not satisfied with her afternoon appointment time with our Service

Manager. We told Mrs. [redacted] that our

Service Manager would contact her to discuss her appointment time, for the next

date. He contacted her and she asked that her appointment be changed to as

early as possible in the AM on 7/14/15, which he was happy to accommodate. Mrs.

[redacted]’s service was completed on that date.

Due to the on-going parts delays, we regret that the

customer did not receive the level of service we are capable of providing and

has every right to expect.

Sincerely,

Corrine *. C[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10713397, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

CORRECTION: On 6/19/2015, my initial appointment with the vendor, technician never called nor showed up at my home. I was there ALL DAY waiting on him. I called the office at 4:36 pm, because his initial time had passed, as well, as the time the office had told me he was coming due to running late. I was reassured the tech would be there that day. My phone never rang, nor did anyone knock on my door. My husband informed them my phone never rang, but they apparently took the techs word. I am attaching my phone bill history for the full day of 6/19/2015, showing He never contacted me. The only calls it shows is when the company contacted me at 2:29 stating tech was running late, and then when I contacted them at 4:36. The other calls starting at 5:54, was my attempt in hoping someone at the business would pick up the phone. There was no answering service, no voice recorder, nothing!!!Second of all, when you are having issues with a customer and performing a job the company's "level of service" expected, you don't come to the customers house without checking your part, nor should you put them at the end of your service calls and make them wait yet another week, then another, then another. Taking 5 weeks to repair a fridge is very unacceptable for anyone. NO ONE should be made to go without their fridge/freezer for a month, yet we did. And for the first time, on 7/14, yes they finally did accommodate us. Only after I called and ended up crying because we could not due that evening because our grandson was being born and his life was at risk, so we were out of town. Oh, and I mentioned I contacted Revdex.com. It shouldn't take me breaking down a month later to get someone to do what they are supposed to do. SHAME ON YOU!!!!

Review: There appears to be no way to specify a morning or afternoon appointment, no matter how much in advance one calls. I scheduled two weeks in advance and asked specifically for a morning appointment. I was told they would do their best. I got a robo-call the night before to confirm an afternoon appointment. I called and asked how to remedy this situtation. I was told that their system does not allow for that level of specificity. I explained that because this matter involved a warranty repair (no cost), and because restarting the whole matter with another company would take even more time, I will finish this process with them. I stated, however, that I would never do business with them again.To their credit, their staff was apologetic, and the repair person is friendly and knowledgable.Desired Settlement: I would like for the Revdex.com to suggest that their method of scheduling is not flexible enough. At this point, I would like them to know that I will tell anyone who asks me about them that their scheduling system requires one to leave an entire workday open because one will not know what the timeframe for the visit will be until the night before. I will suggest that they take their business elswhere.

Business

Response:

First and foremost, we do apologize that Mr. [redacted] has been disappointed with our scheduling process. We do explain to every customer that while we try to accommodate as many time requests as possible when scheduling our routes, we do review requests made by every customer on the date prior to service. We then arrange our routes in a manner that allows for as many customers as possible to get the time request that they would like. We do auto-confirm with customers on the date prior to service so that they know what time to expect a phone call and service call on their date of service. We show that the first call went out at 3:20 PM on the date prior to the service appointment at the [redacted] residence. The system may call the customer up to 4 times within the next hour, if the customer has not responded that he will be available. We do not have the automated system contact customers at night, because our office is not available to update the customer's history after hours.

Mr. [redacted], our Customer Care Manager, did contact Mr. [redacted] to arrange for the September 27, 2013 service appointment. Additionally, we see that another part will be needed to complete this repair. Mr. [redacted] deserves a great service experience, and we hope that we will have the opportunity to provide that service to him.

Sincerely,

[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The explanation provided by the company solves nothing. While I can honestly say that everyone I've spoken to at the company has been very polite, they seem unable to change their methodology to accommodate me or anyone else who cannot simply block out an entire day for a repair appointment. I think it is more than reasonable on any consumers part to offer a half day block during which an appointment can be scheduled.

Regards,

Business

Response:

We have reviewed the customer's comments and have made arrangements with him to accommodate his request. Additionally, our customers do request AM and PM appointments and are serviced during the time period that they request. If that were not so, we would have numerous customers unhappy everyday. We are able to accommodate time requests. We do not expect customers to be available waiting for our technicians for the entire day of service. We understand that when service is required in a customer's home, it is an inconvenience for the customer to wait for a technician all day. That is why we contact every customer during the afternoon of the date prior to their service and provide them with a three-hour window. We make every attempt to provide them with a window of time that is convenient to them. We advise every customer that they will also receive a phone call from the technician 30 minutes prior to their technician's arrival, in the event that they are not home and need time to get there. Occasionally, but not often, scheduling conflicts arise. When this occurs, the customer is advised on the day prior to service, and given the opportunity to reschedule if needed.

We regret any inconvenience our customer has experienced, and we assure you that we are anxious to retain him as a satisfied customer.

[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, the business is obfuscating the issue. Every time I have requested either a morning or afternoon appointment, the operator could not affirm that this request would be honored. This is because--as stated in their response--the customer does not get a call (a "robocall," to boot), until the after 3:30 PM of the day before the appointment. By that time, when I get the call indicating that the appointment will be sometime in the afternoon instead of the morning I requested, for example, it is too late to ask for an adjustment; when I do call, I now have to ask for another day, and the whole process begins again. This policy, in effect, requires to me to clear an entire day in anticipation what the "robocall" will tell me the next time I get the call. I have been told explicitly and repeatedly by this company that they cannot honor an advance morning or evening timeframe request. The excuse is always the same: "we don't make up the schedule until the day before the appointment."

The nature of my work requires me to schedule court dates and other appointments in advance. As I've stated previously, I think it is reasonable for a customer to ask for a morning or afternoon window of time in advance, to have that request honored, and to not fear a call the day before that throws a monkey-wrench into my day with no recourse to immediately ask for an adjustment.

Regards,

Business

Response:

We appreciate the customer's kind remarks that our staff was apologetic, and that our service technician was friendly and knowledgeable. Again, we are sorry that this customer had a problem with his request for a timed appointment. It is very unusual for a customer not to receive an AM or PM time request. We do not tell a customer that "we cannot guarantee a time request." We tell all customers that we make every attempt to accommodate every request. We do not call customer's the night before service. We call them during business hours to confirm that they will be at home for the following day. We do, however, time all customer's requests on the date before service when the route is complete for the following day, and then we do provide customers with a phone call on the date before service re-confirming that we will be out, and giving the customer a shorter window of time when we will be in their area performing service.

[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It appears that this company refuses to change their policy regarding setting appointments. Until they do, I do not accept their explanation. My complaint about the policy remains unchanged and they refuse to change their policy.

When my repair is complete, I will no longer do business with this company. If anyone asks me for comment about this company, I will offer the following: Customer Service and repair personnel are courteous and knowledgeable, but their appointment scheduling procedure is inflexible.

Regards,

Review: We are a property management company in the area and we purchased a new fridge for one of our tenants back in February. Two weeks ago received a complaint that it was not cooling, because it was new the company I purchased it from uses Solar Fridge for the warranty work. I initially had an appointment for 4/21/15 between 3:00pm and 5:00pm, I received a call at 11:00am that day stating he was on his way to the site. I explained that that was not the time I had scheduled and would have someone where between 3 and 5 as mentioned. I called the main office and told them that no one called me to switch times the day before or that morning and the lady apologized profusely but could not honor my initial time so I had to switch to 4/24/15 between 11:00am-2:00pm. They showed up on time and cleaned a door gasket and adjusted the hinge and defrosted the evap coil and marked it as job complete. I received a call that very night that it still was not working and calls every day since that it was not working. I called and set up another appointment requesting a set time as I cannot pay my employee to sit there for 3 hours for other mistakes. I requested to talk to a manager and was told that they had always planned on going back out in 72 hours, even though I was the one who called them to tell them it still was not working. I explained my situation and that I felt that I do not think we should have to wait between 3-5 for someone to come out for a problem they did not fix in the first place, or because they did not provide enough information on the job ticket for me to know they would have to come back out in 72 hours. The dispatch manager told me it was impossible to tell what time he could be there, which I find IMPOSSIBLE as I coordinate maintenance calls over the city for literally thousands of units and always manage to give my customers a set time or adhere to their time schedules. It is call GOOD customer service which this company is severely lacking. Veronica is the only competent person there.Desired Settlement: I would like a set day and time for them to come and perform the work so that I can have my staff scheduled accordingly.

Business

Response:

We received a request from Ms. [redacted] to service a Frigidaire refrigerator at [redacted], on 4/21/15 with a request for an afternoon appointment. We scheduled the appointment and advised Ms. [redacted] that we would contact her the date before service with a 3-hour window that our service technicians would be in her area. She was also informed that our technician would contact her 30 minutes before he arrived to let her know he was on the way. The customer was told that we would put the time request in, and that once our dispatches were routed for 4/21/15 that she would receive an automated call at ###-###-####, the phone number she provided. Our automated call service contacted Ms. [redacted] at approximately 2:55pm on 4/20/15 to confirm the 4/21/15 appointment. The scheduled appointment time for 4/21/15 was 9AM-12Noon. Ms. [redacted] did not respond to the confirmation call. (A copy of the confirmation call report is attached and indicates a message was left) . On 4/21/15 our technician called the customer at 10:44 AM in an attempt to reach the customer & had to leave a message. At 11:03 AM, Ms. [redacted] called and rescheduled for Friday 4/24/15 with a PM request. On 4/24/15, our technician arrived at 12:41PM. His report stated: "Door was not sealing properly allowing frost to build on the evap coil. Defrosted the coil and corrected the door problem. Problem corrected.," He left the address at 1:22PM.On 4/28/15 at 8:39 AM, Ms. [redacted] called to say that the refrigerator was not working. She scheduled for 4/29/15. When Ms. [redacted] received her automated call on 4/28/15 at 2:45PM, she confirmed her appointment for service between 3-6PM on 4/29/15. Later that afternoon, she contacted our office to request a specific appointment time for 4/29/15. Because of the nature of service in customer's homes, we cannot determine exactly how long each job will take. We did offer to Ms. [redacted] that we would be happy to check on the progress of her repairman in the field on the date of service, if she called to see how he was running. We contact our customers the date before service to confirm their appointment time frame, and we call every customer 30-60 minutes prior to our technician's arrival. We understand how important it is to customers not to be inconvenienced by a repair at their home, however, we cannot pinpoint an exact arrival time on the date prior to service because we do not know how long each customer's service issue will take to be resolved. Sincerely,[redacted], General Manager

Review: In February 2015 I was having trouble with my stove. The stove would start beeping in the middle of the baking process. I called Solar Refrigeration & Appliance Service, Inc. to seek there assistance. When they arrived they quoted me a repair price of $750.00 the replacement value for the stove brand new was only $450.00. Of course I denied the service and they informed me that I would have to pay a $100.00 service charge. Realizing that these guys were running a scam I refused. The went outside to confer with his boss. He explained to me that I would not have to pay the service-charge but I had to sign denying services. Soon after that I started to receive bills form this company and they have been harassing me to date over this bill and adding late charges as well.Desired Settlement: I would like them to remove this bogus bill from my files and I would like to warn others to be cautious of there unethical business practices.

Business

Response:

When [redacted] called us to schedule service on 2/13/15 at 8:50 am, he requested service at [redacted]. When asked if his Whirlpool Stove was under any warranty, Mr. [redacted] replied that it was not. At that time, our CSR Shane, quoted the customer that there would be a service charge to come out to diagnose the problem. Here are the CSR notes in the original ticket: "92.95+TAX QUOTED COD UNIT ERROR CODE F2-BEEPING". After quoting the service charge of $92.95 to diagnose the necessary repair, our standard scripted explanation was read to Mr. [redacted] by our CSR and is read every time a customer calls Solar to schedule a service call. In 33 years of business, it has never been our policy to provide free diagnostic service calls to customers homes. The standard scripted explanation is :"OUR SERVICE CHARGE IS $92.95 PLUS TAX, WHICH COVERS THE DIAGNOSIS AND ANY MINOR FUNCTIONAL OR ELECTRICAL ADJUSTMENTS. IF PARTS ARE NEEDED, PARTS AND LABOR ARE ADDITIONAL; HOWEVER, THE SERVICE CHARGE YOU PAY WILL BE APPLIED TO THE TOTAL PARTS AND LABOR. " Additionally, here is the technician's post visit report which also evidences that we did go to this customer's home and spent an hour there, checking and diagnosing the malfunction on his appliance. "2/16/15 11:54: 50 there 2/16 MON, 10:54 to 11:52, customer said that they go to cook in the oven and it gets to preheat and then when it reahes temps starts beeping and flash error f2 code called techline spoke with ron f2 is a stuck key witch woudl need new electronic control board to correct problem W10114368 control $487.54labor $184.60tax$58.81shipping$15.00total of repair $745.91. CUSTOMER REFUSED TO PAY SERVICE CHARGE, Job Cmpltd, saved tckt [SdLink\583431a.png], snapped 1 QuickPics (via SDM)"Mr. [redacted] is responsible for paying for this service, which at this time, is seriously past due. [redacted], General Manager

Review: Solar Refrigeration sent a man out to repair my broken washing machine. Before he came out, the machine would not run. When he left, the machine began leaking when it ran. I called to complain about this mistake, and Solar Refrigeration was unable to accommodate my schedule in any way, making me wait over a week to get someone out to repair the problem they caused. When they finally got someone out, he told me that nothing was wrong with the machine and it could be a plumbing issue. He couldn't find the leak and told me where to look for it. After he left, the washing machine continued to leak, but not from where he told me to look, meaning that he twice failed to find or fix the problem. I tried to get someone from Solar Refrigeration out to look at it again, expressing that they should quickly fix their repeated mistake. They are currently making me wait three more days to have this problem resolved. Messing up a repair on two separate occasions and not jumping at the opportunity to quickly fix these mistakes is unacceptable to me.Desired Settlement: I want someone to come as soon as possible and fix the mistake they've made.

Business

Response:

The initial request for service came in on 2/29/16 from Whirlpool and was scheduled for 3/1/16 for PM service between 12 and 3 pm. At 3 pm on 3/1/16 we arrived to find no one home. At 3:30 PM, the customer called and said he was at school and his brother was home but in the shower. The customer rescheduled for 3/7/16. The service record for 3/7/16 is below:"3/7/16 14:55: 33 there 7 MON, 14:23 to 14:50, FOUND CLOG IN SUMP PULLED OUT TESTED UNIT OK NOW, NO LEAKS, Job Cmpltd, saved tckt [SdLink\613083b.png], cstmr sgnd Dsclmr [SdLink\613083c.png], snapped 1 QuickPics (via SDM)"On 3/15/16 we received a request for service at 2:53 pm for service on 3/18/16 PM requested. On 3/17/16, when the automated call went out to confirm the 3/18/16 PM appointment, it was cancelled by the customer. The customer rescheduled for 3/21/16. See the record below:"3/17/16 15:26 TC: Robo-call to cnfm appmnt (3/18 FRI 12-3)3/17/16 15:39: appmnt for 3/18 12-3 cancelled via robo-call3/17/16 16:57 AR: schdld for 3/21 MON 4-7 333/17/16 16:58 AR: customer called, he is a school teacher, only home after 4pm;advised customer we can guarantee PM, but cannot guarantee a late PM after 4pm"On 3/21/16, we called customer and he could not be home. He asked our technician to call his brother which the technician did, and could not reach the brother. The technician called our office, and our office also called the brother and could not reach him.3/21/16 12:07 TC: 33 advised he spoke to customer - and cust wouyldnt be home asked me to call brother on 2nd # I called brother for 33 n/a l/m\___3/21/16 12:12: 33 arrvd 21 MON at 12:06, waited 1 mins against NS (COULD NOT REACH BROTHER, CALLED FIRST ## SPOKE WITH CUSTOMER HE SAID TO CALL HIS BROTHER AT SECOND ## IF WE CANT REACH HIM HE SAID HED HAVE TO RESCHEDULE , SO I CALLED OFFICE AND TC TRIED TO REACH CUSTOMER AS WELL HE SAID NO ANSWER TO NO SHOW CALL FOR CUSTOMER TO CALL BACK AND RESCHEDULE) (via SDM)On 3/22/16 the customer rescheduled for 3/28/16 AM only. See below customer notes:"3/22/16 15:45 TB: chngd appmnt to 3/28 MON AM 33"On 3/28/16 our technician checked the unit. Please see his Post Visit Report below:"3/28/16 10:58: 33 there 28 MON, 10:26 to 10:52, RAN UNIT THROUGH FILL SPIN DARIN WASH CYCLE ,,CHECKED ALL HOSES QND FUNCTIONS FOUND NO LEAKS,,,,,,,,,,,,,,,,EXPLAINED CUSTOMER TO USE WITH CAUTION TODAY ,,,,WITH ME NOT SEEING WATER TRAILS OR ANY LEAK ...............MUST USE WITH CAUTIONJ, Job Cmpltd, saved tckt [SdLink\614512a.png], cstmr sgnd Dsclmr [SdLink\614512b.png] (via SDM)" On 3/28/16 at 4:00 pm, the customer called and asked for a Service Manager to come out and he has been scheduled for one. See below notes to the customer file."3/28/16 14:25: Job created by TF, Schdld for 3/31 THU AM F05 05" We have made many attempts to service this customer. As the records above indicate, we have arrived on time, every time we have been scheduled for service. On many occasions, the customer has not been available or has cancelled. Corrine C. C[redacted] General Manager/¯¯¯

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11295727, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The resolution by the business misinterprets my complaint. I am frustrated with the amount of time wasted on my part because Solar Refrigeration has twice failed to fix my washing machine properly. It is true that we have had problems with appointment times because of my work schedule, and I noted my difficulties when scheduling these calls. The customer service people promised to put in the notes that I would not be available until after a certain time, and the technician disregarded these notes and came when I was not available. It is also true that my brother was in the shower once when they came over. This was not Solar Refrigeration's responsibility, and I understand why that visit fell through.The issue that I am most concerned about is that Solar Refrigeration improperly fixed my washer, causing a leak, then came out and failed to fix the leak. I felt that twice failing to fix my machine properly would make my problem a priority and they would send someone out immediately to look at it again. They did not make me a priority and wanted me to wait three days. I contacted the Revdex.com because I felt disrespected and because Solar Refrigeration is not owning up to their own mistakes, and I just want this problem taken care of.

Regards,

Business

Response:

On our first service trip, the gentlemen who was there, told the technician that the unit was not draining and had also been leaking at one time or another. Our technician found suds in the washer, which is not normal after a completed wash cycle, and our technician explained to the customer that over-sudsing can be caused by using too much soap. The customer responded that there were 4-5 different users for that machine and agreed with our technician that that could be the cause of the leak. Both our technician and the customer ran the washer through fill and drain cycles repeatedly, and neither saw any leaks. Below is the first visit where our technician noted that he checked the washer for leaks because he was told that it leaked prior to his first visit.3/7/16 14:55: 33 there 7 MON, 14:23 to 14:50, FOUND CLOG IN SUMP PULLED OUT TESTED UNIT OK NOW, NO LEAKS, Job Cmpltd, saved tckt [SdLink\613083b.png], cstmr sgnd Dsclmr [SdLink\613083c.png], snapped 1 QuickPics (via SDM)/We can only provide customers a scheduled appointment for a date when there is availability. Our staff will note when a customer requests a late appointment however, a customer is always told that we can promise an AM or PM appointment, but we cannot promise late PM appointments.Corrine C. C[redacted], General Manager

Review: My wife and I found our dishwasher not working one night. We called Solar Refrigeration to come out and look at it. We asked the technician, [redacted]., before he fixed it to call Whirlpool (the manufacturer to see if there was still a warranty on the appliance). So he did and told us that it was still covered under warranty and that it would not cost us anything. We had him fix it on 11/17/14. On 1/13/15 we received a bill for 343.08 dollars saying the warranty was not still valid and we had to pay this bill. I called the office to speak with a manager, [redacted], and he said he would check with the owner about the issue. He called back and left me a message saying that they were not going to cover this and we had to pay this. I told him that I wanted to speak with the owner, [redacted] and he put me through to her voicemail where she has not returned my calls after a whole week of calling everyday as well going by there. They are obviously now just screening my calls. What a horrible way of doing business. Telling someone that we were not going to have to pay and then come to find out it that we were stuck with the bill. I could have bought a brand new dishwasher close to the price it costed us just fix the stupid dashboard that had burned out.Desired Settlement: I would like the owner [redacted] to write this bill off due to the face that her technician told us it was covered when it wasn't and we were then stuck with an expensive bill that we probably wouldn't have paid if we knew it wasn't covered. We probably would have just bought a new dishwasher.

Business

Response:

We certainly understand Mr. [redacted] concern with receiving a bill after he requested service from Whirlpool on his Whirlpool Dishwasher. His service request was dispatched to Solar Refrigeration and Appliance Service, Inc., by Whirlpool Corporation as a warranty service call. When we invoiced Whirlpool for the service on Mr. [redacted] dishwasher, Whirlpool rejected the claim as not covered. Whirlpool has advised us that Mr. [redacted] dishwasher was purchased in 2004, therefore, the dishwasher is now 10 years old. While they cannot determine why they transmitted the dispatch to Solar as a warranty dispatch, they advised Solar that their Customer Service Representative discussed the fact that his unit was 10 years old and not covered under his manufacturer warranty any longer. They also advised that when they placed their request for service, the [redacted]'s were told that they would be responsible for repair costs.On Friday, January 16, 2015, after receiving his invoice, Mr. [redacted] called and he spoke directly to [redacted], our Customer Service Manager and to [redacted], our Accounting Manager. who both explained to him that, unfortunately, Whirlpool had rejected coverage on his appliance. Mr. [redacted] said that he wanted to speak to the owner. Mr. [redacted] told him that as Customer Service Manager, he was the individual most suited and responsible to respond to Mr. [redacted]'s concerns. Mr. [redacted] asked him if Solar would absorb the repair costs for his dishwasher, and Mr. [redacted] was told that we would not be able to do that for him. Mr. [redacted] warned Mr. [redacted] that he would send a complaint to the Revdex.com, if we would not absorb his repair cost. During that phone call, Mr. [redacted] insisted that Mr. [redacted] "ask the owners if Solar would cover his repair costs". Mr. [redacted] told him that while he would let the owners know about the situation, that the invoice would still be due. Mr. [redacted] insisted that Mr. [redacted] call him once he had had a chance to speak with the owners. Mr. [redacted] advised him that he would be happy to call him back once he had done so. Mr. [redacted] did return Mr. [redacted]'s call on January 21, 2015 and, again told him that Solar would not be able to absorb the repair costs for his dishwasher. Mr. [redacted] again warned Mr. [redacted] again that he would send a complaint to the Revdex.com, if would not absorb his repair cost. Also, on that same date, Friday, January 16, 2015, Mr. [redacted] called our Accounting Department and spoke to [redacted], one of our Accounting Clerks. He told her that he had an extended warranty on his dishwasher with Home Warranty of America. He asked her to contact Home Warranty of America on his behalf and ask them to pay his bill. [redacted] did contact Home Warranty of America and spoke with [redacted], who advised that Mr. [redacted] must first pay Solar for his repair and then submit it to Home Warranty of America for reimbursement directly to him. [redacted] called Mr. [redacted] back and told him that. Additionally, [redacted] said she would also call him and tell him their process. Later that day, Mr. [redacted] called Mr. [redacted] again and also had Home Warranty of America on a 3-way call. Home Warranty of America told Mr. [redacted] that his contract had expired and that they would not cover his repair cost either.On Friday, January 23, 2015, Mr. [redacted] came to our office and spoke with [redacted] in our Accounting Department who explained again, why he was invoiced. He insisted he wanted to see an owner because he wanted Solar to absorb the cost of his repair. [redacted] told him she would pass his message to the owners. however, the Customer Service Manager and Accounting Manager were the individuals best suited for this matter. She made both Managers aware of Mr. [redacted]'s visit. On Monday, January 26, 2015, [redacted] called Mr. [redacted] again and told him that Solar would not be able to absorb the cost of his repair. Again, he warned Mr. [redacted] that if Solar would not absorb his repair cost, he would send a complaint to the Revdex.com. Solar Refrigeration and Appliance Service did provide the parts and service on Mr. [redacted]'s appliance when it malfunctioned. Unfortunately, neither Whirlpool, nor Home Warranty of America, will pay his repair costs on his dishwasher. As the owner of the appliance, he is responsible for the repair costs. Therefore, we are unable to absorb Mr. [redacted]'s repair costs on his dishwasher.[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10422782, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I find this response from Solar insulting. The general manager, [redacted] has not returned one of my 6 calls which tells me she does not care about her customers. The response from Solar suggests that we were told that this was not under warranty and we would be responsible for the bill. This is flat out untrue. We were told by the technician, [redacted], after he spoke with Whirlpool that the warranty was still covered and we wouldn't be responsible for anything. If I had known it was not covered I would have just bought a new dishwasher then pay $350 dollars to repair a dashboard. They mentioned the home warranty, that has nothing to do with this situation. We tried to see if the the home warranty would cover it but it had already expired. It has nothing to do with this situation. I in fact did go by the office and spoke with [redacted] where she showed me in the technician notes that whirlpool did tell [redacted] that the warranty was still valid. [redacted] agreed and told me that whirlpool makes this mistake sometimes. Again, [redacted] is telling a different story and is misleading what actually occurred. She was not even there. The response to this complaint from Solar is unbelievable and I can't believe a general manager could lack such business ethics and integrity. [redacted]

Business

Response:

Solar Refrigeration and Appliance Service did provide

the parts and service on Mr. [redacted]'s appliance when it malfunctioned. Whirlpool,

nor Home Warranty of America, will cover repair costs on Mr. [redacted]’s dishwasher

because they indicate that he is not under warranty. Both companies have also

advised Mr. [redacted] that he is not under

warranty and is responsible for repair costs on his dishwasher. As the owner of

the appliance, he is, therefore, responsible for the repair costs. Mr. [redacted] has spoken numerous times to our

Customer Service Manager and Accounting Manager, who are the individuals best

suited for this matter, and they have both advised him that he is responsible

for repair costs associated with his appliance. We cannot absorb repair costs

on behalf of customers. [redacted] General Manager

Review: This company was given to me by electrolux brand appliances. My microwave went out and they sent a service man to repair it. He fixed the microwave but broke another part while doing so.This is something that they need to repair because it was broke by their service men. I have already paid in full for the repair of the microwave. The original service call was March 17,2015 I have contacted this business and have been told for three weeks that a manager will contact me about this. I have yet to hear from someone and every time I call they give me the run around. This is the worse customer service from a business I have ever seen and I want my appliance fixed. I am not the only unhappy customer they have plenty of reviews on google and they are all negative and TERRIBLE.Desired Settlement: I want my microwave fixed the way it was before the service man broke it.

Business

Response:

We understand Ms. [redacted]s concern regarding the length of

time she waited for replacement of her microwave frame. When I spoke to Ms.

[redacted] on the phone initially, I explained that the trim on her microwave was a part

that does regularly crack from heat. Because of that, Solar requested

Electrolux cover this non-functioning part under warranty coverage. Once the

authorization for the replacement frame was approved by Electrolux, Solar

placed the frame on order. Our parts department is currently expecting the

special order item to be received and this job should be completed no later

than 5/18/15. Solar will be installing

the frame at no charge to the customer. Cosmetic parts are considered non-functioning

parts and are shipped by UPS ground service and the cycle time for shipping and

receiving is longer than a functional part (electrical/operational) which is

always shipped air. Additionally, because we had to await manufacturer’s

approval for coverage of a non-functional part prior to placing the order,

there was additional delay in completing the frame replacement.

Solar Refrigeration & Appliance Service sincerely

regrets any inconvenience this issue may have caused. I hope Ms. [redacted] will

contact me directly if she has any further concerns about this matter.[redacted], Service Manager

Review: I contacted this company the last week in November for warranty work on my washing machine (Frigidair ). Solar finally came out December 3, 2013, the tech came out he said the motor was bad, he quoted me a price of $400. Plus dollars, I informed in that the motor is under a 10 year warranty, he then said he would have to have his company research that fact and get back with me on a price, I called the company five times before I was given a labor and service call price of $212.00. It took and additional two weeks and numerous phone calls to get the part installed, then the machine never did work, the tech never turned the machine on after he installed the motor and left. The next day I called Solar, telling them the machine still does not work, I was told the an area supervisor would come out with the technician to see what was going on, today is December 30, 2013, over a month since my first contact and the tech, the supervisor have not been out as promised, and my machine is still not working. I called the company on December 26, they told me someone would be out today, however, not they said it will be January 2. This is unacceptable, either that can fix the machine or they can't , I want a full refund of monies paid to date. The customer service is horrific, and they don't return phone calls, you have to repeat illy call until you get someone on the phone.Desired Settlement: I would like a total refund.

Business

Response:

[redacted] contacted us for service on Monday, December 2, 2013 at 9:33 AM. The customer scheduled service for Tuesday, December 3, 2013. Our technician serviced Ms. [redacted] at 4:51 PM on Tuesday, December 3, 2013 as scheduled. It was determined that the customer's Frigidaire Washer needed a new washer. The customer provided proof of warranty and we were able to confirm that the motor was still under manufacturer's warranty for the motor part only. We advised the customer there would be an additional charge for labor to install the motor, however, the customer contacted our office on December 4, 2013 to dispute paying the additional labor charge. The customer called back on December 6, 2013, and we again advised the customer we would need approval to order the motor with the understanding that there would be additional labor due when the motor was installed. On December 6, 2013 the customer gave approval to order the motor, and the customer was advised that we would order the part and return on Friday, December 13 to install the motor. We installed the motor as scheduled on Friday, December 13, 2013.

On December 16, 2013 at 9:05AM the customer called to advised that she was still experiencing problems with her washer. We sent a service technician to her home on December 16, 2013 to service her washer and he was there from 1:59PM until 2:27PM. He advised the customer that he would need to replace the bearings in the washer, which were not covered under her warranty. The deposit to proceed with the repair was not placed by the customer, therefore, parts were not ordered. The customer was again contacted on 1/2/2014 and the customer was given the option to place the deposit to order the bearings, or to receive a refund of $99.73, for the labor paid to install the motor. The customer decided to receive a refund of $99.73 and a refund was issued by check in the amount of $99.73.

All scheduled appointments were made on the dates scheduled, and the customer was made aware of each scheduled appointment date and time.

Sincerely,

[redacted] General Manager

Review: I was referred to this company by Whirlpool for an over the range microvave repair that was no longer under warranty. I was told that the charge to come out to diagnose would be $92.95 that would be applied towards service and parts. In the meantime I called back to the company, and asked about part prices and was told a tech would have to give me that information. A tech came out on Dec 14, 2015. Attempted to turn it on and told me he would have to come back with a second tech to remove the unit and bring it to the shop to check it and I would be charged an additional $92.95 for the second tech. He attempted to reschedule, but I told him I would have to think about it. The only thing he told me at this point was that it was something on the high voltage side, so he thought , and the part could run $479.00. I shortly called the office and cancelled the follow up appointment, which I did not schedule, he did. And now I am being billed for $101.08 for no action solved. I think this is a scam, for me to pay for 2 techs, only to be told the cost of a possible repair was outrageous. How often does this company do this to unknowing individuals!Desired Settlement: Cancel all charges for fraudulent charges.

Business

Response:

We received a request to service this customer from Whirlpool. We could not reach the customer by phone, so therefore, sent a message to the email provided, advising the customer that we were trying to contact her as follows: " Please call our office, we are trying to scheduled an appt for your microwave, our service charge is $92.95 plus tax, we have you scheduled for 12/15, our phone ####-###-####, thank you". The customer subsequently contacted us to confirm the appointment. Our technician arrived at the home on schedule. His Post Visit Report follows: "12/15/15 10:27: 61 there 15 TUE, 9:59 to 10:22, Unit is not heating at all and magnetron is no powering up. Somethng on high voltage side is bad and will need to pull unit down to properly diagnose. Rec bringing into shop to repair and test before hanging back up. Customer calling office and refused to pay service charge today and wants to pay on return visit."As you will note above, the customer had an over the counter microwave. After, checking the unit out from 9:59 am until 10:22 am, the technician advised the customer that he needed to get to the high voltage location of the microwave that could only be properly diagnosed and accessed by dismounting the appliance from it's over-the-counter location. In order to accomplish this, it would require 2 technicians. He told her he could reschedule her for 12/21/15 and return with another technician. and quoted her the rate to add a second technician to her job. She rescheduled for 12/21/15. At that time, she told our technician that she would pay her service charge when he returned with the 2nd technician to dismount the appliance. On 12/21/15, the customer was not available for her appointment. Soon thereafter, the customer called the office and asked that a Service Manager call her to discuss the job. The customer wanted an idea of the cost of repair in the event the high voltage transformer had to be replaced. Our policy is not to provide a written estimate unless the service charge has been paid. Although the customer had not paid the service charge, our Service Manager, advised the customer of an approximate cost should that repair be necessary.When scheduling service for a customer, we can only quote our service charge for the call to the customer's home. Until our technician fully checks out an appliance, we cannot know in advance when or if, additional man-power will be required. The customer is being billed for the initial trip to her home which took place on 12/15/15 9:59am-10:22am, which is her service charge of $92.95 plus tax. Sincerely,Corrine C. C[redacted], General Manager

Consumer

Response:

How do I respond.I was quoted a price for a tech to come out to fix an over the range microwave. When he came out he told me it would take two techs to remove the unit and bring it to the shop.. Two techs would mean two fees would be charged, even though I cancelled the second appointment the same day, the techs did return. I was not given a quote of two techs. And the unit is not fixed. I should not have to pay a fee

Business

Response:

As previously stated, after our technician checked the appliance, he advised the customer that the unit would need to be uninstalled and pulled out so that they could complete diagnosis. He informed her there would be an additional labor charge for another technician on his return. The customer scheduled the date for the return visit, was called to confirm the day before the second visit, and then on the date of the second service cancelled. The customer had incurred a service charge on the first date that she refused to pay when the technician requested payment. She told the technician she would pay him when he returned for the second appointment. She also told him she was thinking about purchasing a new appliance, instead of repairing this one. She did not however, call this office to cancel her second appointment. The customer does owe this company for her first visit. Corrine C. C[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11081074, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,I have paid this bill in full. Even though I do not approve of their business ethics. I am done with them and will NEVER EVER refer them to any future victims.

Consumer

Response:

I am done. Since they have cashed my check I assume they will make no adjustments on the billing. The only thing that I can do is alert consumers of their shady business ethics.

Review: Had extensive refrigerator repair of about $1600. Refrigerator operated properly except for an annoying knocking sound during and immediately after running a cycle. After a few months, it was getting annoying to hear, so I called to see if it could be looked at, and was told there would be another $100 service charge to come out and look at it. I considered the charge unacceptable since the problem should never have occurred from the start. I understand their policy of only 30 days warranty, but I consider this bad business to not stand behind your work for a reasonable amount of time. Four months is not long. Four year, yes. This is something overlooked by the technician.Desired Settlement: Have the problem fixed at no additional charge. It not my fault it is making noises.

Business

Response:

We have reviewed the concern of Mr. [redacted]. We have also attached a copy of his original estimate. The estimate he paid for prior to giving the approval for the job to be performed, states what our warranty on the repair will be, and a copy is attached and has also been signed. We warrant all out-of-warranty parts for 2 full years, service charge for 30 days, and labor for 90 days. Our warranty is better than the standard warranty in this industry, in that we provide a full 2 year warranty on all parts not under original equipment warranty. Our service charge and our labor warranties are standard. The customer contacted us on November 4, 2013, because their refrigerator was not cooling. We completed the repair on November 18, 2014. The customer is now indicating that their unit is making noise. It has been over 4 months since the repair, and at no time during the 4 month period has this customer called to advise that they were experiencing a problem. We would be happy to honor our warranty on the parts installed in the [redacted]'s refrigerator and did communicate that with the customer on March 27, 2014, however, this repair is now out of it's service charge and labor warranty periods. The customer would, therefore, incur a service charge for our service.

[redacted], General Manager

Solar Refrigeration & Appliance Service, Inc.

Review: Appointment was made for technician to return to my home to install a part to repair my washer, but no one showed up (and no phone call either). When I called Solar, I could not get an appointment for another 3 days, even though it was their fault. Then when that technician came out, he replaced the part, started the machine, and told us to let the cycle run, and then left. The machine stopped later. STILL BROKEN! Now I am waiting again another 2 days for yet another technician visit. I have been without a working washer for 3 weeks now and am quite upset over the inconvenience.Desired Settlement: I would like to be refunded for 2 weeks worth of using commercial washing machines. Two loads of laundry 3 times a week for 2 weeks = 12 loads. (Not counting the week I had to wait for a part.) Twelve x $1.50 = $18.00

Business

Response:

We are in receipt of the letter from Ms. [redacted], regarding her concerns about her washer repair. On April 24, 2015, we do show Ms. [redacted] was scheduled between 2-5 pm. At 4:24 pm, our records were noted that she was advised that our technician was running late but would contact her prior to arriving. At 6:55 pm, he contacted her, however, he did not get an answer. When Ms. [redacted] called back on 4/27/15 to inquire about her washer service, she was re-scheduled for 4/29/15. We would like to apologize for the delay in scheduling and also for the delay in getting her washer back to working order. We agree that the usual high standards of our service were not met in this instance.As a result of our investigation, we find that our technician should have stayed with the washer until it had completed its cycle to verify the accuracy of the repair. Additionally, when Ms. [redacted] called back later that afternoon to advise that the washer was still experiencing a service issue, she should have received a follow-up visit right away. As a result, we have pulled this technician off of his route for additional training, and we have met with our Customer Service team to discuss this situation to prevent future occurrences from happening. We have assigned our Service Manager to all future services taking place at the [redacted] residence, and have also sent Ms. [redacted] a reimbursement check for her laundry expense. We understand how disappointing it is when expectations are not met, and we have taken the necessary steps to make sure that this will not happen again. Sincerely,[redacted], General Manager, Solar Refrigeration & Appliance Service, Inc.