Complaints

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 5, 2022. We hired Elio to fix the compressor in our refrigerator which took weeks for him to finish because he kept ordering the wrong size. Finally he got the right size after the 3rd try and said it would not work and for us to purchase a home warranty. We did and then we realized he took our old compressor and the warranty company will not fix it because of that. We called him a few days later to ask him who the warranty company was that he was referring to and he told us not even telling us that he took our old compressor and we had no idea that he even took it cause he never even said anything to us. We didnt see it until we were getting involved with the warranty company. I asked him why he took it and he just kept saying it was was broken so I took it and scrapped the metal for money. I just gave the phone to my husband and he just said the same thing and got off the phone. We also paid him the 65.00 service fee which is to be included in the price after the problem is fixed . The compressor was never fixed and we were never reimbursed.

  Business response

  05/08/2022

  Customer only paid service fee, service fee is a non refundable fee. We collect to go to a customer home and diagnose the problem. Service fee goes towards labor if job is accepted by customer. We went to customer home multiple time. Spent time and materials and part. Wich the customer did not pay anything towards. We generally collect half the payment down in order to complete the job and order parts. We told customer we needed half down to order part Wich they did not pay. We order the part went out to customers home to replace compressor in LG refrigerator. We removed old unit and installed new compressor,unit did not start. checked over unit and noticed compressor was wrong. Re order new compressor came back out to install new compressor and compressor did not start. refrigerator control board was also defective. Because we had gone out numerous times. And now the board is bad. Suggested customer to get a new unit  due to cost of  board  and time we had done. Customer did not want to replace the board in the unit. So we let customer know that we would take a loss on the compressor because the compressor cannot be returned once it's installed. Customer agreed and said they would get new refrigerator. We suggest customer to get a home warranty before we would even start on the job. Once the old compressor is removed it cannot be reinstalled again. So couple weeks ago by and customer gets a home warranty to try and scam them and getting new refrigerator. So the customer wants us to reinstall the old compressor so they can call home warranty to get new unit. Only to pay the service fee. We DO NOT return service fee. Customer sign agree to pay service fee. No service company goes to a home to do free diagnostics of machines. I agreed to install new refrigerator in the customers home and now we do not service this customer again.

   

   

   

   Thanks.     

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  Customer response

  05/10/2022

   I am rejecting this response because:
  Elio is not being honest. He told us that the 65 dollars goes towards the repair the in which he was not able to fix. He came out 3 different times because he kept ordering the wrong size compressor. 3 different times. Each time he returned them and got his money back and now he is acting like hes out of the money for the compressor that he could not install because he said it did not take. He was able to take it back to the store for a refund. I was not going to even ask for the 65 back until i saw he had taken our compressor. When i saw it was gone i called and asked him if he realized he took it. He said yes, it was broke. I said that doent matter, it wasnt yours to take and i need it back. He said he scrapped it for money. I was not okay with that. Then I talked to someone at the BBB and a lawyer and of course both told me the obvious that that is theft. This is when i left a negative review and brought up the 65 dollars at least being returned to us because of what he did. Yesterday Elio calls my husband saying he does not appreciate me leaving him a bad review and calling the BBB on him yelling and cussing him out. i was not even sitting directly next to my husband and i could hear him he was that loud. He then stared blowing up his text messages with long paragraphs saying i signed something about the 65 being non refundable which i honest to God i do not remember that. but that doesnt even make sense to me because he told us directly that it goes to the cost of the repair in which he did not repair. And honestly I was not even going to ask for that back until i saw he took our compressor. This is the whole point that I am trying to make and he will not acknowledge at all that this was not okay. He just keeps saying so what, it was broke and is calling us liars and scammers. I asked him why he was calling us scammers, all via text, and he said because we were trying to scam the home warranty company that he told us would be the best route to go with this and that they eventually after a certain waiting period would come out and replace our refrigerator. I believed him so we bought it for 450.00. So now we are scammers? and liars? I promise there is not 1 thing that I have lied about in all of my statements. I have kept everything factual and as it happened. I have not called him 1 name or have belittled him at all. Not even so much as 1 cuss word. As of yesterday I told him it would of really just of been in his best interest when we addressed this him with to apologize and reimburse us our 65 dollars for his theft and the inconvenience all this has cost us. 

  
   Thank you BBB for all your time!

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