ComplaintsforA-1 Refrigeration

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to check my heating units. I paid $85 service charge. They told me I needed some parts for the units. They took at least 2.5 weeks to get the information for the parts to me, but they never did. I have talked to multiple people to get the information about the parts, and I have not received the information (they said they emailed me pictures, but I never received them). One woman (******) did read to me some numbers, but she stated over the phone that she could not see very well and was not sure if the numbers she read was correct. My heating units still are not fixed.

  Business response

  09/16/2022

  Our company made a service call to customers residence on 08/23/2022 which is located approximately 45 minutes drive from our location.  Our policy is $85.00 service call for the first hour and $85.00 per hour after the first hour.   Service tech was at customers residence for approximately 2 hours diagnosing units not including the drive time to get there.  Customer refused to pay more than the minimum $85 service call.  Customer was advised at that time 1 of her units needed a gas valve and the other needed a control board.  Customer was also advised the next day that we could not get those parts for her units.  Customer called back (she said several times).  I am ******* and I talked with her on 09/15/2022.  I read out the model and serial numbers of her units but could not guarantee numbers were correct because name plate data on her units had faded because of age.  I then emailed the name plate copies to her at the email address she supplied.  My email appears to have gone through however customer says she did not receive it.  

  Customer then called back and said if she could have the parts sent to us could we install them for the service fee she had already paid.  I told her no we would not install those parts for that fee or any other fee because the units are old and we could not guarantee once they were running that those were the only parts needed until we could check them further and she did not appear to want to pay anything more.    

  She then asked if we would refund the original diagnosis fee  to her and I told her no - she got the diagnosis which we were paid to give her and she would need to get another company to do any further work to her units.  We prefer not to deal with this customer again and her account will be marked NO SERVICE CALLS for the future 

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