I have used GNA on many occasions with good results for different rental properties. My last (and final) experience with them was bad. I paid them $540 over two visits to fix a freezer with ice buildup on the bottom. First time they cleaned the drain hose and charged $250. Second time (100 days later and out of 90 day warranty) they cleaned the drain hose and replaced a defrost thermostat. 110 days later problem occurred again. This time they want to "replace the defrost thermistor again , as well as the heat transfer loop." for $350. I was OK to proceed if they would provide me with a 1 year warranty (since this was my third visit for the same issue). Despite being a repeat customer over many years, they simply denied my request and said find someone else.
- Approximate cost of services:
- $540.00
- Company Response
Thank you for your feedback. We have reviewed your records and held several discussions on the matter. As previously mentioned, we successfully repaired your refrigerator on May 18, 2022, addressing the drain system issue and ensuring its proper functionality. Subsequently, on September 16, 2022, we attended to a separate concern by replacing the Defrost Thermostat, providing you with a generous discount in recognition of your status as our valued customer. Following this, your refrigerator operated without any issues.
On May 3rd, 2023, marking one year since the initial repair and eight months since the second intervention, you contacted us to request a discounted repair along with a one-year warranty. In the spirit of prioritizing exceptional customer service, we extended an offer of a six-month warranty and a reduced labor rate. Regrettably, we acknowledge that you opted to decline this proposal.
As a company that is deeply committed to delivering unparalleled customer satisfaction, we proposed solutions that were devised to prioritize your contentment, even if they were to be of minimal gain to us. We sincerely apologize for any negative emotions that may have arisen from this situation. It remains our fervent desire to continue serving you in the future.
Please be assured that our lines of communication are always open, and we eagerly anticipate the opportunity to be of assistance at any point in time.
Best Regards,
GNA Team