Fix was good Customer Service was atrocious!
Our Subzero fridge was on the fritz, and the freezer was completely out, It was an older unit but still in pretty good condition.
Steve came in and did a great job of getting it working, and said to wait 48 hours and the icemaker should start working.
We were happy with the service but a few hours after we noticed the front decorative panel of the fridge door was bubbled out.
When I emailed pictures the customer service person, Tarah called and was downright rude telling me this was not their problem and they would not pay for it!
She was abrasive and all but accused me of claiming they damaged something that was already there before they came.
I could only say the facts .. and the fact was the damage was NOT there before they worked on the fridge... but was thereafter they did.
I sent more pictures from different angles Tarah she said she would talk to some professionals and get back to me... I never heard back from her.
2 days later we saw more bubbling but this time on the freezer panel. At this point, we could only assume that it must have been due to moisture that was trapped under the panel and when the freezer unit started working it expanded and caused the bubbling. I emailed them to let them know this AND the fact that my Ice maker was not working yet so we needed to get a tech to come back out to help fix it
They emailed me back and said Steve was not comfortable coming back out ... and they would refund me the service call.
1) I gather they only have one repair person?
2) Their guarantee of $245 and we will come out as many times as it takes to fix it ... is not always the case
This was their response when I asked for another technician
"Noted your reply with thanks. we are sorry Julia we don't have other tech that work with your appliance brand.
I cannot confirm any of situation you describe to me as Andy dont feel thats possible. "
They said they would be refunding me my initial $245
... but my freezer still does not make ice...
** further addendum to my review**
I did go back and find an email from the 16th in my spam filter (I am glad she did respond) however it does not change the fact that I did tell the technician when he was on site that the Icemaker did not work -He got the freezer working and he a did say the ice maker should start working within 48 hours ... if not to give them a call and they would come out and it would not cost us any additional fees so it was acknowledged by the Technician
- Approximate cost of services:
- $685.00
- Company Response
Thank you for you review Julia and letting us know about your experience with our company. We are so sorry we were not able to manage your expectations. Thank you so much for bringing this to our attention. Please know Julia, at RepairCare we take allegations of staff being rude very seriously as they are held accountable for providing a high level of quality service we can stand behind. As such we have reviewed all correspondence you had with our company. Tarah and the technician spoke to you on Aug 14 and in the recording she clearly states that if we did anything to damage your fridge we would take full responsibility, that she would check with our senior technicians and get back to you. Our records show that you opened an email on Aug 16th @ 10:34pm EST from Tarah where she let you know that after speaking with several of our senior technicians that an old fridge like yours over time will build up moisture in the insulation because of a crack in the liner and once the repair took place it would freeze again which would push the liner further and further apart.
We did receive an email from you on the 21st stating "I know he did not hit or hurt the unit intentionally" and you asked us to come back because your icemaker is not working now. Julia, our records and recording show that the initial complaint for service was that the fridge/freezer and was not cooling. The technician changed the sensor in the fridge. The appointment was booked on Aug 11th and the visit took place on the 12th. Nothing was mentioned about the ice maker in the recording when booking the appointment or when the technician was in your home and there are no notes on file from the technician or office staff about the ice maker. Julia, We warranty our work for 90 days on both parts and labour for the initial complaint of the fridge/freezer not cooling. So if your fridge/freezer is not cooling within 90 days we return at no charge. As of now the fridge/freezer is still cooling. The ice maker not working is a separate issue and the technician declined repair as he did not want to he held responsible for anything else going wrong with your fridge. Unfortunately, we do not have another technician that goes your way that works on your particular brand of appliance. As such we felt it was only fair, professional and ethical, as we would not be returning to give you a full refund for the cost of the service call, diagnosis and repair fee. So we fixed your cooling issue for free. We are so sorry that this was not a satisfactory resolution for you and that we could not manage your expectations.
Best Regards,
RepairCare Team