ComplaintsforBailey Boyz LLC

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 29, 2021, ** sent out Basin Appliance Repair. The owner, ***********************, gutted the freezer side of the fridge and left it, saying he would be back when the parts came in. The weld he completed on the fridge side held for a week and leaked all over the floor. He answered my repeated calls/Texts once in 5 months. We were told the parts were coming, to be patient. Due to the pandemic, parts were difficult to get. All of this is documented by the second repair man who came in January 2022- Again, sent by **. He recognized Basin's work immediately. He videoed, he took pictures and he sent the documentation to **. This repair man said he had never seen anything serviced this badly in over 25 years. We went without a fridge for months because we truly thought ***** at Basin was waiting on parts. We thought we could trust the owner when he came to service the refrigerator. He didn't leave anything in writing. He only left his card. This has cost our family time and money. Because our fridge was under warranty at the time, we didn't exchange money. However, when **************** gutted the fridge, there was nothing ** would do. We were given $350 by ** to replace our fridge, which now costs over $2000. We were duped and robbed.

  

  Business response

  04/20/2022

  I do understand the customers frustration as it is shared with thousands of other ** refrigerator owners that purchased a refrigerator between 2015-2019.  It is known manufactures defect.  Most are repaired fairly quickly with as little frustration to the customer as possible.  ********************** has completed this repair on hundreds of refrigerators.  A small portion have additional complications related to known failure and sometimes are not repairable altogether.  I wish ** had a better process to deal with those units.  As a repair company we did fail to communicate properly assuming ** would follow up and that never happened.  I apologize for that completely.  

       As for the rest, the refrigerator was not gutted.  Not really sure what that means.  We did add a supplemental fan at our expense to make the refrigerator work as close to normal as possible while attempting to get the electronic control parts.  It was cooling when we departed.  There is only one refrigeration system(one compressor) and it cools all of the refrigerator. If it was "gutted" it would not have operated at all.  The refrigerator was operating when we left and the customer was told of the additional issues and parts would be needed to complete the repair.  Unfortunately the parts were not readily available and the end result is a upset customer. 

     I am not surprised or concerned that a competitor(very likely disgruntled former employee) put on a show.  If a technician has never seen a supplemental fan used on a condenser is probably is Laking in experience.  ** has issued instructions rerouting refrigerant lines on this model that is far more altering to the unit than what done here.  Again it was not "gutted" in any possible way.  I do understand the customers frustration and added to it the remedy offered by ** and a dunce making it worse.  For the entire experience I do apologize.  

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