Timber View RV Center

Good afternoon,I've tried to explain the situation 4 times, customer simply is not happy with our determination.  We're not going to be able to satisfy this customer.We explained how intermittent connecting wires inside a cabinet which is totally inaccessible, is not able to be repaired.  We've fixed thousands of these units, but never with this much trouble explaining to customer.  We have hundreds more lined up!  Why would we lie?  What do we have to gain?  All the time associated to this conversation is time we could be helping other customers. Again, we are truly sorry we cannot satisfy this customer.AAA

We're sorry the customer has a unit that will require such a major repair.  Based on our history (over 5 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 home. Customer 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 99.00 is just not to cover the time in the customers home, there are many other factors. Customer 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  They did not visit my home or at least did not knock or leave a note.  My cell number was provided to them when scheduling my service call but they refuse to call it.
Regards,
[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.

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 assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hello, Technician was onsite to diagnose the defect.  Upon review, he found a broken wire in the refrigerator door, something that technician cannot due to due location of the wiring.  Customer upset over the costs of the repair as it will require (New Door, New display, and new ice...

route) to guarantee customer satisfaction.  Estimate was sent to customer, but now they have turned their focus to Revdex.com, why no clue.We advised customer to contact the manufacturer for possible repair assistance, but they chose to contact Revdex.com instead. We feel we've done everything we can for this customer. [redacted]Owner

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 still have not told me why I had a lit door and working ice maker when he came to repair??  Are you saying it spontaneously broke amazingly while he was working on it? Also you have not offered any resolvement for this complaint, and I was charged $99.00 for this service!  
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 company. Thanks,sorry[redacted] - owner[redacted]

Greetings [redacted],We tried calling this customer, and even visited customer home, but no one answered.Here is the only number we were provided.....see attached.Thanks,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 concern. Your tech did not do anything on site at our home. Literally 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 house. He literally showed up, scratched his head, and left with our $99. These are not subjectivities, but facts. I wish I could show up to work each day, do nothing, get paid for it, and then get away with. But 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 you. But I'd like to note that I do not deem your response as acceptable, nor has it resolved our complaint. You've made it clear that you have no interest in customer satisfaction or making customers happy. I recommend you take a hard look at the professionalism of phone staff and your technicians in the field to avoid future incidents. Judging 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 business. Best of luck.Regards,
[redacted]

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 to. There is no "new" floor, no 1" gap, and it is tiled under the refrigerator. Both my husband and the repairman I hired after this company had no issue removing the unit. I could get him to verify this if it would help. But 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 done. My issue is mostly with the way I was treated as a customer. I did nothing wrong and yet was made to fell like I had done something wrong. And in doing so they justified keeping my money and not following through on our agreement. I'm sorry I ever got involved with this company! In regards to their time, my time is also very valuable. Twice they came to my home and twice they left having done nothing. This costs me time and money. If 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]

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 assist us in bringing this matter to a close, we would like to know your view on the matter.]The company has not provided me with options to get back in touch with them for a repair.  The number left on my cell phone number had a return phone number but no one answers.  Also, I believe you should call me at the number I provided you for the service call as specified by me when I placed it.Also, today I received a robo call from your company.Regards,[redacted]

I'm sorry, no that cannot happen.  We cannot operate a business at a loss, due to no fault of our own.  We instructed you the best way to get this covered free of charge.  Make complaint to [redacted], they will generally work with customers to help with repair costs.  Generally once they hear from you, they will call us for the technical response to the problem.  At that time we would go to bat for you and ask for free repair.  BUT customer must initiate the request....they will not allow the service company to do it.  If we had damaged the unit, we would pay.

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

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 normal fee of 99.00.  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 99.00 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.  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 company. I truly believe and feel ripped off by your company. I feel you have been unfair in your reaction to my complaint!
Regards,
[redacted]

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.The response from the business is not true as it states.  It claims the technician performed or attempted to perform diagnostics on the machine by removing the top and checking the hoses.  Mr [redacted] did not remove anything from the machine.  He opened the front door, noted the sunken drum inside and established that the main drive shaft was broken as the drum was not perpendicular to the door or machine facing.  At this time I had him wait while I checked my purchase cost of the machine.  When I asked him if the repair would approach the cost of the machine's purchase price he responded that yes it would.  It would be considered a major repair, with the requirement of removing the machine from the room to work on it.  As that time I informed him that I would not repair the machine if that was his assessment.  I then immediately produced my credit card and paid him the $99 service call fee.  He offered to send me a report which I refused as the decision had just been agreed to that I would not repair it.  He asked me for my email and I refused to provide it as I did not want or need a report that it was broken.  My point to him was that it did me no good.  I was working from home and informed him of such that we were therefore finished here.  I admit that I was angry as the business did not earn the cost of a diagnostic service call, but rather took advantage of me.  He was not thrown out of my home as stated.  If the business's response is forthright, then how did the serviceman collect the charge from me?I then called the company and appealed to their honesty and business integrity to which I was requesting accommodations for the unearned fee.  I even offered to cover the costs of the tech's time and explained that I understood mark-ups, overheads, home office general and administrative charges.  All of which could not have come close to the $99 fee I was charged.  Mr. [redacted] would have no part of my reasonable explanation.  He made it clear that the charge would stand and that he was not interested in helping out in the extraordinary circumstances of this call.  I did not use foul language nor talk inappropriately.  I did inform Mr Vogel that I would contact the Revdex.com, [redacted] and any other means of social media that I had at my disposal.I would like to recover some of the cost of the call.  I would even be willing to drop the matter if AAA TV Care and Repair wanted to refund me in exchange for the former unit as the motor, motherboard, pump and other parts are salvageable for OEM replacement parts, but of no value to me as I have replaced the unit already.  I have four children and cannot be without a washing machine.[redacted]   
Regards,
[redacted]

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.
How do you explain then why we after the tech left the outdoor panel was unlit and we no longer hae icemaking capacity?  I don't understand how you can't see that he left us worse off? He could have said that he couldnt fix the shute capabilities and left us with getting ice from inside the freezer!  What do you propose to remedy the problem that you caused, indirectly through your tech?  We are now faced with huge repair bill of$676.00 vs. buying a new refrigerator with a bigger price tag, due to his error.  
Regards,
[redacted]

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.  After the first repair job, the ice maker unit was left in WORSE shape than before they came to service the unit - and I paid them over $300! Isn’t the purpose of the diagnostic test to determine the root of the problem? That was obviously a waste of $99. It appears that the work was all ‘trial and error’. There wasn't even any recognition of the inconvenience caused as a result of multiple visits back to our home. In reference to the flippant analogy with repairing a [redacted] – I would certainly hope that the [redacted] mechanic would be a lot more competent in identifying and fixing the problem in a more timely and efficient manner. That comment is also a great indicator of how little this company truly cares about customer service.  Best Regards,Jesse Grissom

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