Was given a wrong fridge diagnosis. Paid to dispose of my $4500 LG fridge and bought a new $4000 LG Fridge because technician was not 100% sure his diagnosis would fix the fridge. When we plugged in our new fridge it didn’t work either. Turned out our problem was the home electrical panel and was not the original fridge that we disposed of. So sad we disposed of a $4500 LG Fridge. Repair Care only offered back the service fee of $126 after numerous hard worded e-mails which we refused to accept and would take NO RESPONSIBILITY for us disposing of our original fridge because of a wrong diagnosis. Told us we were 6 days past of 30 day Diagnosis warranty. (we were in self quarantine!)
- Approximate cost of services:
- $126.00
- Company Response
Thank you for your review and letting us know about your experience with our company Bruce. We are so sorry you feel this way. Bruce our notes show that service was provided on Feb. 26th. On April 4th, we were notified that we had misdiagnosed, that the issue was the electrical panel and compensation for both fridges is due. If satisfactory compensation was not provided, we would be faced with legal action and a bad review. Bruce, we let you know that under the Limitations & Disclosure of your payment receipt, it is clearly outlined what RepairCare will and will not be liable for and our warranty periods. When we inquired why we were not contacted during the warranty period as we would have returned under warranty, your email says the fridge was ordered on Feb. 29th and was delivered April 2. During that time, weather, overloading the circuit, over working an appliance are some things that can affect your electrical panel within that time. We didn't see anything in our records about being under quarantine for COVID 19. We let you know that the technician tested the wall outlet 2 times and the wall outlet received the correct voltage both times. If there is no indication of a problem, there is no reason to investigate the wall outlet for electrical issues. We did not tell you your fridge was irreparable. The compressor was not getting enough power to turn on. We let you know, as with any appliance repair, there is no guarantee that the repair will take place on the first attempt or if additional parts would be needed. That is why we return at no additional charge to complete the repair. No matter how many visits are needed or how long the repair takes. As per your email, you did not want to wait 2 weeks for the part to come in to see if this would resolve the issue. You were going on vacation for 6 weeks and that you would be purchasing a new machine. We could have returned on the day you got back from vacation with the part. Had we returned and were given the opportunity to fix the fridge, if the part did not resolve the issue we would have investigated further. If the part was not needed a full refund would be provided. We offered a 3 way call with the technician 3 times to clarify the issue and answer your questions. The offer still stands. Bruce we let you know that due to COVID 19, we understand times are difficult and as a goodwill gesture, we offered to refund back the diagnosis fee. We are sorry you did not accept and that we could not manage your expectations. Be safe.
Best Regards,
RepairCare Team