United Rent-All of N.E. Florida, Inc.

Our hourly labor rate is $95.00 dollars per hour. In Albuquerque we charge a one way portal charge(from the time we leave the shop/or last customer) Out of town we charge a trip or zone charge and toStanley that fee is $120.00. It’s our policy to tell all new/perspective customers that on the...

initialrequest for service. If that did not happen which I can’t prove or disprove I apologize.The initial customer complaint was that there was ice buildup on the pipe that goes to the compressor(known as the suction line) and also the box was temping at 51 deg. The technician arrived on scene. Hewas told that this is a used refrigerator that was recently purchased and that it never worked properlysince he got it. The refrigerator was also sitting in an environment that was not temperature controlled.The tech began to troubleshoot the refrigerator. The ice buildup that the customer saw extended to theevaporator coil which is the heat transfer component inside the refrigerator. When an evaporator is icedup it does not allow for heat transfer nor proper airflow. It has to be defrosted to the extent where it iscompletely free of all ice. You cannot proceed any further with troubleshooting until the defrostingoccurs and that procedure takes time. The technician did completely defrost the evaporator coil andthen proceeded to further check out the refrigerator. He found a temperature control that would notshut off at the correct temperature. The control was physically damaged, it had no stopping/shut offpoint. When that happens it will cause an evaporator coil to start icing up, because there would be nooff cycle/time for any frost that had built up during the on refrigeration cycle to melt off. Thisrefrigerator does not have any electric heat type of defrost, it relies on off cycles of the temperaturecontrol for defrost.The technician had a control on his van and presided to replace it. Once it was replaced he checked outthe control for proper operation (which was turning off the compressor). It checked out properly. At thispoint the technician did an overall pressure test on the refrigerator to make sure all operating pressureswere correct. He found the suction pressure and discharge pressures were off. Discharge pressure wasvery high indicating possible air, contaminates or the wrong refrigerant in system. The standardprocedure at this point is to recover the refrigerant in the system, pull a vacuum on the system andrecharge it (by weighing in the correct amount.). This systems contains 134A refrigerant which has atendency to break down over a number of years. Also anytime the refrigerator has been worked on inthe past could have caused moisture to enter into the system. This can also cause a blockage of thecapillary tube, moisture can freeze in it or contaminants can restrict it. The technician felt that this iswhat had transpired, both of the scenarios I just explained. When it does happen it can causeintermittent problems and can be difficult to remedy.The technician did pull a vacuum and did replace the refrigerant but moisture, contaminants and non–condensable’ s can remain behind in the system. It doesn’t happen all the time but I believe that ithappened on this refrigerator.The technician did leave the refrigerator in good working order with the temp going down and at leastbelow 45 degrees.Two days later we received a call from the customer stating that the refrigerator was at 45 degrees. Thetechnician was sent back and found intermittent pressures. Also the compressor was now shutting offon its overload and acting like it could have an internal issue. He was advised of the problems and wasgiven professional and industry standard recommendations on how to remedy the situation. At thispoint the customer asked the technician if he would do these recommended repairs off hours and on hisown. The technician told him he does not do side jobs, that it’s against company rules and he would notjeopardize his job.Yes he was charged for our time on both visits as defrosting a unit, replacing a temperature control,evacuating and recharging takes time. We could not move forward in this instance without performingthose tasks. The customer was made aware of that commercial refrigerators are designed to be usedbelow 85 deg ambient temperatures.Again the refrigerator was left in as good a working order as possible under the conditions. We were notmade aware of any further issues by the customer. He did not call us back, he did not ask to speak to asupervisor, manager or owner. If management would have been notified by the customer further actionwould have been taken. I was not made aware that the customer was unhappy until I received a callfrom the Revdex.com. We offer a 30 day warranty. We could have sent our service manager to the site toevaluate and or confirm the situation. We were not given a chance to do that.At this point I would definitely like to make the situation right. We offer a 30 day warranty and would beglad to retroactively put that into effect. I would offer to send a service manager to the site as Idescribed above. If needed I would transport the refrigerator back to our shop if the repair was to beextensive, at the same time keeping in full communication with the customer.Thank you,Barry D[redacted]