The case in which you are referring to was open on the Better Business Bureau (BBB) website, and they ruled in our favour. We have included our responses to the case below:
We’re sorry for the inconveniences that arose in the repairs for your grill and refrigerator ice maker. Whenever a customer is experiencing continued issues with their appliances, we always ensure that we are responsive to the customer’s needs through email, phone and repeat visits; and that we work to solve the issue with no additional cost to the customer. This is why we visited your home 5 times to work on your appliances, with no extra charge to you. It is also why we agreed to refund you $100 for the fridge labour and $300 + HST for the blower motor.
We cannot, however, offer a full refund for the work, as our technicians took the proper steps to repair your appliances. At Capital Appliance Repair, it is our policy to order the original manufacturer parts when it is necessary to replace a broken part, which is what we did for your downdraft motor. Relying on after market parts for appliance repairs is not how we work. Also, when our technicians installed the new control board, they had noted at the time that it was installed properly and working just fine. Furthermore, it was discussed with you that replacing the previous control board was necessary because it did not change the speeds of the motor. Our technicians performed the proper diagnostics, and we stand behind their work and professionalism.”
During our visit, our technician noted a difference in the fan speed, which they tested with you. The technician switched speeds from the top floor while you were listening for the changes from the basement. You had confirmed to them that the speed had in fact changed. This also indicates that the motherboard was installed correctly by us in the first place, or else it would not have worked at all.
As for the refund of $100, it was for the fridge labour, and we did not charge you for the refrigerator valve. Also, all of the parts that we installed were original Jenn Air parts, which means we couldn’t have installed the wrong motor, as it was the original factory part.”