Timber View RV Center

Greetings,Some repairs are more difficult than others Some require replacement of parts to confirm defects have been repaired We could have simply quoted customer for the entire repair (new ice maker, main, ice pipe, etc.), but we always try the most cost effective trials first, to obviously gain business and hopefully keep the customers happy! We cannot help that their expensive refrigerator broke.....thats like complaining that a [redacted] repair is expensive.....I'm sorry, but no refund will be given, especially since this transaction happened over a few months ago.Sorry, AAA

Revdex.com: 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 You do not have all of the information, nor are you listening to our concernYour tech did not do anything on site at our homeLiterally did not perform his duty, and left with no communication or information back to us, just a receipt by text that said we received a diagnostic (which we did not)Then when we did get diagnostic info over the after asking for it twice, there was no information used by the tech to inform this, since he did not do anything when he was here at the houseHe literally showed up, scratched his head, and left with our $These are not subjectivities, but factsI wish I could show up to work each day, do nothing, get paid for it, and then get away withBut I wouldn't feel too great about that, so I'm not sure how you can, either.I will not be pursuing this matter further, for sheer fact that I do not have the time to argue with youBut I'd like to note that I do not deem your response as acceptable, nor has it resolved our complaintYou've made it clear that you have no interest in customer satisfaction or making customers happyI recommend you take a hard look at the professionalism of phone staff and your technicians in the field to avoid future incidentsJudging by reviews I've read and other complaints lodged here, your business behavior is a concerning pattern and I hope other consumers find this information before choosing to work with your businessBest of luck.Regards, [redacted] ***

Good morning,We (three of us) have checked all of our systems/documentation, we do not see any notes in regards to a recent repair We're guessing here, but we believe this customer is upset that previous service center charged for a diagnosis/repair, and is upset that our company will not pick up where previous company left off Much like automobiles, doctors, etc., it is not good to base a repair on previous tech/company diagnosis.As our system shows, we have not been back to this customer home Customer should direct their attention to previous repair companyThanks,sorry [redacted] - owner [redacted]

both our experienced technician AND the neighbor could not get the unit out That isnt normal!!! Customer had some special installation, which we were not aware of

No, i'm stating that the broken wires in the door are BROKEN and not allowing some/all functions The wires control all electrical features inside the door, if they are broken, it will effect the usage of the unit

We're sorry the customer has a unit that will require such a major repair Based on our history (over years) with the product, we know what to look for based on the age of the unit Upon trying to finalize the inspection, removing the top, check the connections, hoses, etc customer became enraged and threw our technician out of his homeCustomer doesnt account for the phone calls, call routeing, driving time, etc our diagnostic quote surely was calculated to cover repair insurances, vehicle payments, pto, etc The is just not to cover the time in the customers home, there are many other factorsCustomer agreed to diagnostic cost, allowed us to enter his home, threw us out part way through the diagnosis....not sure what we could have done

Revdex.com: 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 Since I believe your technician worsen the problem substantially, I will leave my complaint against you on Revdex.com so others can read and decide for themselves before requesting their own repairs from your companyI truly believe and feel ripped off by your companyI feel you have been unfair in your reaction to my complaint! Regards, [redacted]

Greetings,We apologize, not all calls are easy to repair the first time Parts are not always immediately available, and must be ordered.....Additionally, we call the phone numbers provided by the service dispatch team We have no incentive not to do service We keep the lights on and doors open by making repairs.....as many as possible as fast as possible.Thanks,AAA

Greetings,We try our very best to diagnose over the phone and bring likely parts on the first visit We are only able to analyze the information given from the customers, thus the more information generally the best On this particular problem, ND error code, ND signifies NO drain symptom Likely part would be the drain pump....so we brought two of them, so we could repair the unit on the first trip......so we quoted the customer our fee of Upon reviewing the ND error code, we told customer the options and parts that COULD be defective (main, drain pump, and wiring harness) We only charge the customer for what is put on the unit, nothing more, nothing less All unused parts get returned for credit.Unfortunately our technicians are not equipped with printers, but a customer can receive a copy of their diagnostic/repair findings via follow up email.We're sorry we did not make this customer happy, but we believe the diag fee should apply We visited the home at agreed upon time and date We performed a diagnostic inspection on the unit and gave pricing and parts info Sorry, no refund will be given at this time

Revdex.com: 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 To begin with, I have no idea what he might be referring toThere is no "new" floor, no 1" gap, and it is tiled under the refrigeratorBoth my husband and the repairman I hired after this company had no issue removing the unitI could get him to verify this if it would helpBut beyond that; I told them SEVERAL times that I would have the unit out for them, and went around and around with a very abrasive woman named Kristy who claimed it couldn't be doneMy issue is mostly with the way I was treated as a customerI did nothing wrong and yet was made to fell like I had done something wrongAnd in doing so they justified keeping my money and not following through on our agreementI'm sorry I ever got involved with this company! In regards to their time, my time is also very valuableTwice they came to my home and twice they left having done nothingThis costs me time and moneyIf your not going to finish the job you should own up to the fact that it's your fault and do the respectable thing, which is to return my money Regards, [redacted]

Attached is a photo of the part in question The only portion of the wiring that is accessible, is not damaged, technician did visual inspection It was only after a continuity check with his Fluke multi-meter, that he determined the wires have an "open" or break of the wire inside the door So there is physically no way, it is 100000% impossible for him to have caused the damage When door is opened and shut, the wires of course will shift or move, and sometimes the connections are good, other times they are bad 50/chance - intermittent issue We are sorry the repair is so expensive The unit is very nice and expensive when it was purchased It is a wonderful unit, great purchase We simply cannot pay for a repair out of our expense, for something that is not our fault We have made mistakes in the past, and ask any customer we paid for them! We suggested contacting the manufacturer as they are generally very nice when it comes to cost of repair concerns If we had authority, it would have already been repaired. Thanks, *** ***Owner

We visited customer home on 10/as promised to customer While on site, our technician was unable to pull the refrigerator out, in fact, both he AND the neighbor were unable to pull the unit out due to incorrect installation of the "new" kitchen floor Generally when a kitchen floor is
installed, they will floor underneath the refrigerator, so the unit will easily roll in and out of position for service The floor was not installed under the refrigerator, thus leaving an approximate inch lip, holding the refrigerator in place The user manual of every Samsung product states that the unit must be easily accessible in a common service position......for this exact reason! Customers generally want us to accept responsibility for removing and working on these units What would have happened if we continued to pry and pull on this refrigerator and we would have damaged their new floor, or worse, break the water line that is attached.....we suspect customer would have been quite upset.As for the repair and the parts associated This unit has a well known issue from the factory, therefore to confirm that customer will be happy with the repair LONG term, we recommend the following parts. Main board - [MANUFACTURER SERVICE BULLETIN - ASC20140318001] - factory has improved the defrost function and HIGHLY recommends this part Ice Maker - due to the bad design, the ice maker is subjected to excessive water and ice formation, and if subjected long enough, can cause damage Auger Motor - [MANUFACTURER SERVICE BULLETIN - ASC20140318001] - factory has made an upgraded auger motor Ice Route - this part is suggested, but 100% tested for functionality We only replace this part if it fails testing while on site Epoxy / Ice room seal - [MANUFACTURER SERVICE BULLETIN - ASC20140318001] - thin bead of caulk is required to seal the ice room from allowing warmer air into the ice room. Drain lines - Samsung technical support explains that the drains have to be modified for proper drainage. By not installing just of these parts, it WILL jeopardize the long term likelihood of the repair The kicker to all this is customer had parts coverage concession from the manufacturer as it was 100% out of warranty when they initially called into Samsung for repair Samsung extended the parts warranty - BASED ON OUR SUGGESTION, so customer was only due diagnosis/repair fees The customer and I exchanged a few emails, as I was trying to explain all of this, but I was unable to get anywhere with customer We've been doing this for years now and have completed thousands of Samsung repairs We are factory trained and have access to all repair technical knowledge We will not be refunding the customer due to the time associated with part look up, part ordering, driving time and fuel to get to customer home, time wasted in customer home unable to remove the unit from its location, and finally time exchanging emails with customer and now this Everyone's time is valuable.....if we had been able to remove this unit as intended, NONE of this would have happened. Thank you,Adam Vogel - OWNERAAA TV Care & Repair, LLC

Good morning,There are two sides to every story....here is ours.Mrand Mrs*** first called *** *** does not keep sales records to customers, therefore they have no way of knowing if a unit is truly in or out of warranty, which is why they mandate the customer provide a bill of
sale to validate in warranty repairs We know the customer called *** and not ***, because *** sent over a service dispatch - *** Once we received the dispatch (on 8/5) we quickly called the customers(on 8/5) to schedule a diagnostic appointment, which customer quickly approved(see attachment) Once we went on site, we determined that the refrigerator would need an extensive repair A repair that is only required sum or 4% of the time, so it is not a common defect, in fact very rare Once we went to collect the diagnostic fee, customer quickly became upset (even though they approved on the phone) We advise our technicians to never become hostile with the customer and collect what they can and proceed with their day Customer paid just which is less than originally quoted Customer did additional research and found that they have extended warranty through ***......thus if they want to use their extended warranty, they would have had to first call *** to initiate service, not *** Customer then had service created through ***, which would fully be under warranty, no payments due from the customer We received their dispatch and promplty tried to call the customer We left a voicemail on 8/and two more on 8/ Only on 8/did Mr*** call us back to confirm service Once we informed him that we would not be able to meet the pre-scheduled service date sent over by ***, he immediately became hostile We do everything in our power to avoid confrontation, as it simply isnt worth it.We recognize that the system in place between all the dealers and manufacturers is less than ideal, but we do our best to warn and train customers about extended warranties and the processes they need to follow Had Mror Mrs*** made comment about their extended warranty on the first call into ***, this whole situation would have been avoided At this point, we do not feel a reimbursement is justified Customer went down the wrong path for service due to no fault of our company We mad the initial visit, spent our time and resources to attempt to help the customer Additionally, our record with the Revdex.com (A- rating) should indicate the type of company we are We service over customers per month and feel we do a damn good job at it The timelines are short, stress level is high, and we continue to satisfy the overwhelming majority of all the customers we encounter.Any additional questions or comments, please call me.Thanks,Adam V***Owner***AAA TV Care & Repair, LLC

We're not going to be making any free repairs for customer The wire is physically inside the door, inaccessible for technician to break Only the wiring connector is able to be seen and this is NOT were defect is These wires break occasionally, it is unfortunate, but this is customer product not ours, thus charges are upon them. If this was something that we broke, we would accept the charges Its happened in the past, but not on this case. Thanks, *** ***Owner

The appliance is years old and is therefore considered out of warranty and all repairs are out of pocketI was referred to this company though my initial call to Samsung. I have had to pay for diagnostic tests on the appliance since the first company never did any actual diagnostics or repairsI had to hire and pay a second company to come in and do the exact same thing that AAA TV Care and Repair said that they could and would do

We are trying to service as many customers as possible each day We are in the business to make repairs, thus we have no incentive to postpone or delay any repairs longer than needed We are trying to do what is fair to each customer and service them in the order we receive them
With the upcoming holidays and the fact we are amidst the busiest time of the year, we are unable to serve this customer on the date and time they wish We gave the customer our soonest availability and they clearly are upset with their options We then explain that they can call the manufacturer back for alternate options, but that was not good enough for the customer We try our best every day and know that we have many more positive service experiences than most Thanks for hearing our side of this situation

Revdex.com:
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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]To resolve this problem I would expect not to be billed $for labor and return of $dollar house call The clear problem I have is that the ice maker was completely operational when technician came to my house and was left with no ice making capability and completely unlit freezer door I expect they would be responsible to return me to a functioning ice maker I would understand that I would have to pay $for door as a part and should have restored use of ice Shute which was my original request
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this...

action and, if it does, will consider this complaint resolved. A partial refund was received by me and the matter is resolved. Hopefully, this will not happen again.
Regards,
[redacted]

Today is Feb 8th. I will be sending a partial refund of 500 dollars. I discussed this with my client.

Revdex.com:
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.
I'm tired of this as you are also.  I have made my case clear and you still haven't addressed the fact that your technician left us worse off. Will you just refund us his fee for visit of $99 and we can move on.  
Regards,
[redacted]