Complaints

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• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Tec services was dispatched by american home shield and has yet to repair our bosch refrigerator compressor and coolant and instead for two weeks they have only said the door must have been left open even though they were aware that the unit froze over and had to thaw it. They need to close out their service order with AHS so another more competent company can be assigned and have so far dragged their feet doing this. as our food spoils. their tecs also need to listen to what needs to be troubled shooted when a compressor keeps running and the refrigerator never cools it means there is something wrong with it, a door cannot be left open when there are audible alarms warning a door is open. time is of the essence and they need to close out and provide AHS what they did, which was nothing , but at least tell AHS they did nothing and let us move on .

  Business Response

  Date: 09/13/2023

  Good afternoon,

  My Tek Services received a dispatch number ********* from American home Shield on august 30 2023 to service the refrigerator bosh unit, which was not cooling. A *** service technician service the unit on Thursday 31st, 2023.

  The Technician found that the freezer door was not properly close, and the gap allowed to enter the warm air to the freezer. (Technician showed the gap in the door to the gentleman who was at the moment in the house).

  The Technician found snow ice in the left side of the freezer, in the reals, and in the freezer back wall, which confirm that warm air was getting into the freezer.

  The Technician took apart all components of the freezer, back wall of freezer that protect the evaporator and defrosted the fans motors, the evaporator and the drain trough pan and cleared all components from ice formation.

  The Technician confirmed that fans were working properly before installation of the back cover, and that the compressor was cooling, and that the evaporator was getting cold.

  All components were working when technician left the house and also confirmed that temperatures were getting low in refrigerator and the freezer.

  Customer called on Tuesday September 5th saying that he could not close the freezer door and temperatures were getting high and he needed My Tek services to go back as soon as possible.

  The technician went back on Thursday 7th. 

  The technician found again some snow ice in the left part of freezer, but not as bad as before and the door were closing properly at that time, and temperatures were also as it should. freezer was at 0 degrees and refrigerator 37.

  The Technician informed the customer, that because the door was not properly closed for a short period of time, the freezer formed snow ice in the left side and did not affect the temperatures at that moment.

  Technician cleared the upper rail for the drawer for the freezer and advise the customer to call My *** if temperatures raise again, or any problem shows up.

  The same day customer complaint to American Home Shield that we did nothing to resolve the issue, also that my *** did not replaced the compressor as other company told him and left us a very bad review,

  so, My Tek services informed American Home Shield that the problem with the unit is not the compressor and is better to transfer the call to another company because customer has in his mind that we need to replace the compressor,

  and also, he complained that My *** did nothing to resolve the problem, when we found the issue with door not properly close, leaving a gap of half inch in the left side, (which is not sensed by the computer to trigger the alarm).

  American Home Shield agree with My Tek services and transferred the service to another contractor.

   

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20575302
  
  I am rejecting this response because: they are lying they never showed anyone a gap in the door seal and the seal is in perfect condition or else they would have had to replaced the seal. more important is that the complaint was the refrigerator wasn't cooling either and no cold air has ever leaked from the seals, they were given our work order to replace the compressor. and finally American Home shield gave it back to someone else to replace the compressor, ************** was the worst of the worst of tje service agents to date and though their lack of action caused more problems for us it is valuable that others can read this complaint in the future. Simply put if there was a freezer seal issue they would have fixed it and even if there was the refrigerator isn't  cooling and the freezer is which completely proves their summation is false and wasted 2 weeks of our time and damage to our food.. again.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/14/2023

  The gap we found was between the door seal and the left  freezer edge no in the door seal itself as you said. The technician showed the opening or gap to the gentleman who was there at the moment..it means that the door was no closing properly due to the ice found in the left rail  and back of the freezer..we apologize for the inconvenience caused to you but is our work to resolve the problem we saw and not to do what other company said.. the compressor Is not the problem.. it is cooling fine.. because the evaporator were full of ice the first time we addressed the issue and also the unit was producing ice.but the evidence the technician found was warm air going in to the unit and not the compressor we call American Home Shield and they agree to transfer the call to another vendor