Complaints

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The freezer & refrigerator in my garage are plugged into the same outlet & they kept making the **** trip & shut off appliances.

  I called my **************** & they set up appointment with Lifetime Appliance for Friday, 7-12-2024. They did not show up, no call. Another appt was set for Monday, 7-15, he came & said it was electrical problem without testing the outlet.

  Called & got another appt for Wednesday, 7-24. Tech told me to plug both appliances into other outlets. i plugged each into separate extension cords, ran them into separate outlets inside the house. the refrigerator worked, but freezer kept shutting down.

  I called **************** to cancel Electrician & got appt for Lifetime for Friday, 7-26, to fix the freezer. I texted him at 6:10 & asked for ***, no response. Did not show up. I texted again at 8:10, 10 minutes after window closed, no ring, no response, phone was turned off. Got text later & he said he told me it was electrical & to got another contractor, even though he never checked freezer. I told him about plugging them into different outlets & discovering freezer still shut down.

  Appt 8-2, no show, texted me & stated it was electrical. The freezer made loud noises, afraid catch fire, unplugged it. Food defrosted, lost it all.

  Got appt for 8-6, Tech requested $162.50 to fix freezer. Wouldn't pay, should have been covered. ************ said for modifications freon, parts& labor.

  Appt 8-12, Tech adds Freon & said keep eye on it. Later, **** kicked off. Called warranty *** requested different repair comp. Saturday, 8-17 determined freezer cost more to repair than replace. Sending check to replace freezer.

  If the repairman had shown up for the 1st appt replacement could have been done immediately, would not have lost the food. I want reimbursed $400. for food & $162.50 for the unnecessary addition of freon/labor for a total of $562.50

  

  Business response

  12/11/2024

  Thank you for bringing this to my attention. We work for Choice Home Warranty. They opened a work order and we responded to this one. We went out to diagnose the issue, and communicated that to the customer, and then we go to Choice Home Warranty. 

  Choice reviews the diagnosis and request - they can accept to move ahead with a repair, or reject due to a resonsing, or they can accept the bill and shift some of the charges to the consumer, like in a modifiction. A modification is not covered.  

  Based on the terms of her warranty any modifications to the appliance are not covered. Please understand that whenever we do a seal system repair it always involves a modification, and the modification always involves a fee.

  We have records of the conversation and she had records on her phone of all of the communications we had. They show we told her to check the wall outlet and try other things before a modification because the seal system modication would not be covered. We warned her that her refrigerator should not be plugged into a GFCI outlet, and she should not have it plugged into one. 

  We told her upfront she would be responsible for the cost of the modification. The $162.50 was charged by Choice Home Warranty for the modication we made to the refrigerator. We decline her request for a refund as she agreed to the repair and the charge. So, we did the seal system repair on the unit.

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