I purchased a Frigidaire refrigerator that has required over a dozen repairs to the ice-maker.I requested a replacement refrigerator and was denied.
On January 12, 2011 I purchased, a 28 CU FT French Door Gallery Frigidaire stainless refrigerator for $1995(serial#4AXXXXXXXX - model FGHB2844LF.) I also, purchased the extended warranty for $479.95 at ***'s TV & Appliance in Tyler, TX. My sales rep was **** ***. Unfortunately, the ice maker has not performed well. The service men have worked on the ice maker numerous times(15 to 20 times). It would have been more but I couldn't continue to take off from work(these senseless repairs is costing me time & money). Each time that they came out I was given a 4 hour window where I needed to be home waiting for them to arrive. Typically, the service men would tell me that some sort of part was needed like a repair kit and that they would return in a couple of weeks when the part arrives. The service department never called when the part arrived; several weeks later I would call for an update and they would schedule the part to be installed 3 to 4 weeks later. Needless to say, the service they provided was inadequate and did not fix the ice maker, in fact, it is worse because now the ice maker started leaking. The service guy stuffed a towel in the ice maker and said he would need to get me a loaner refrigerator because it was going to take several hours to fix my refrigerator. Several months went by with a towel stuffed in my ice maker and no one called to schedule the loaner refrigerator. This time I called and asked to speak to the manager and ****, the lady that I have been talking to for 3 years announced that she is the manager. I requested a replacement refrigerator and declare mine a lemon. (this was my 2nd time making this request the first time was 11/28/11). I explained to her that my patience was wearing thin along with my trust in them. I explained to her how I have lost time and money with them and this ice maker. She said she would file my request.I pushed for a time frame and she gave me a week. That did not happen. When I called she said my request was denied. She urged me to try this one last repair. So, the loaner refrigerator arrived six hours past the window time that they told me! To add insult to injury, the loaner was not large enough to hold my freezer items. They know what size refrigerator they sold me...why would they send an inadequate size? I called back and asked ****, the manger, if I could speak to her boss. I was told that her boss is **** (****,my sales rep?). I started my complaint with **** 3 years ago who put me in the trusted hands of ****. I told **** all about my 3 year dissatisfaction with ***'s service & product and if he could not resolve this problem quickly then my next step is BBB. He assured me that he would resolve the problem just give him some time to gather information and he would get right back with me. I pressed for a time frame (what right back means to him) and he said he would get with me on Monday; that was 22 days ago and I have still not heard from ****. Currently, my refrigerator is in the shop (***'s) since December 31, 2013. I was told it would take 4 to 6 hours to repair the ice maker. ***'s have not called me for an update or otherwise since they took my refrigerator. So, I called **** yesterday (X-XX-XX) and had to leave a message. Susan called me back at ****'s request. Susan said they ordered a part and it should arrive from Dallas in two days! I am disappointed because the product does not work properly; the service was not performed efficiently or correctly; the scheduling and communication is extremely poor and they refuse to honor the warranty which states more than 3 repairs during any 12-month period means a free replacement.I trusted ***'s "the get more store" to the right thing. I thought they represented ethics & honesty.
To resolve the problem, I would appreciate what I am entitled to and what I have paid for in good
faith: a new replacement refrigerator and $175 to replace the frozen foods that I lost due to an inadequate loaner refrigerator.
To resolve the problem, I would appreciate what I am entitled to and what I have paid you cash for ($1,995): a free replacement refrigerator with extended warranty. In addition to that, I want $175 to replace the frozen foods that I lost due to an inadequate loaner refrigerator.
On January 12, 2011 the consumer purchased a package of 4 Frigidaire appliances and an extended warranty for $479.95 to cover all 4 appliances for 5 years. This equals $119.99 for 5 years coverage on each appliance. Our records indicate we have completed 6 repairs on her icemaker over the last 3 years starting on August 24, 2011. Our service department will normally give a 4 hour appointment window to consumers since there are so many variables that could cause a service tech to be late to an appointment if an exact time is given. Our records indicate our technician was scheduled to come back after the ice maker started leaking. The consumer was unavailable to meet the tech for several months to complete the repairs due to a family member being admitted to the hospital. The consumer did contact our service department after that and requested a new unit. The consumer did speak with the salesman who is also one of the store managers. Our service manager did request an exchange from the manufacturer for the consumer and the request was denied. The extended warranty company will consider replacing a defective product if the same part on that product has failed and been replaced 3 times within a 12 month period. At this point that has not been done. It is not the consumer's or Don's decision to deem any product a "lemon." At this time, our service department recommended that the product be brought into the shop for repairs so the repairs would not inconvenience the consumer anymore than they already have. We normally do not send out "loaner" appliances. The Frigidaire refrigerator was cooling properly and could have stayed in the consumer's house if the consumer did not approve of the loaner we offered. Our service department was trying to make it as easy as possible for the consumer and felt like offering a loaner would be a good solution while the icemaker and dispenser was being repaired. At this point, the repairs have been completed and the service tech allowed the icemaker to run for a week. The icemaker and dispenser worked properly for a week during testing in our shop. We called the consumer on February 4, 2014 to initiate setting up a time to pick up the loaner and return the product. The Delivery Manager spoke with someone at the consumer's residence and he was told they would call us back to schedule the delivery. The 3 year old Frigidaire refrigerator in question will still have full coverage until January 12, 2016. Unfortunately, appliances and other manufactured products will break and have issues time to time. That is a big reason whey we recommend to all consumers to purchase an extended warranty. This kind of coverage helps cover costly repairs after the manufacturer warranty has expired. We also realize that when products have issues in consumer's homes it can disrupt the flow of every day life and cause undue stress. Don's apologizes for the inconveniences that arise when service issues happen with products or when/if we fail to communicate with our consumers to schedule timely repairs. Right now, the icemaker in the refrigerator is working properly and our service technician feels confident in the repairs. We are ready to deliver the product back to the consumer when they call us back to schedule that time.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
My icemaker has failed more than 3 times within a 12- month period. Your service men have been to my house much more than the 6 times you indicated. Now, what you consider a repair is beyond me because my icemaker has not been repaired satisfactorily in the past 3 years. On several occasions the service men would come take a look at the icemaker and say they will need to order a part. He would leave and I would not hear from Don's for several weeks. I would always have to call for updates on this mystery part and then a couple of more weeks before they could install said part. As a consumer, I shouldn't have to stalk a company to do their job.
You picked up my refrigerator for repair on December 31, 2013. I was told that it would be a four- hour repair job and I did not hear from you for several weeks. Finally, I initiate the call for an update 24 days later. I was told the parts would be delivered in two days. Evidently, that icemaker has serious problems to need that much time for repairs. Ten days after that, Don's calls and tries to set up delivery without attempting to talk to me (the owner) or even give an explanation as to why a 4-hour job took 34 days.
Why did your service department recommend that the product be brought into the shop for repairs and then you stated it could have stayed in my home for repairs... I never wanted the loaner refrigerator but your service department on more than one occasion said that would be the best way for the repairs that they need to complete! As stated before, right now, I want a replacement refrigerator and $175 to replace the frozen foods that I lost due to an inadequate loaner refrigerator.