Steer clear of this company, which for a fridge leak (due to frost build-up) and a faulty ice maker, charged me over $1100 incl. taxes! The technician (George) thawed the ice, charged me more than 2x the actual cost for 2 replacement parts, applied a sealant for the ice machine...and it still doesn't make ice! To this day, a proper diagnosis of my ice maker issue hasn't been made. After numerous complaints with Customer Service (Charmain, Ella, Chandin, Pooja) and their Manager, Clarice, I was offered a good will refund of only $104 (15% off the parts cost of $700). Below is a summary of my complaints:
(i) Misleading advertising - $80 initial diagnosis fee jumped to $280
(ii) Gross overcharge of parts - $699.53 for two parts costing only $311.83 total (Evaporator Cover Assembly $153.05, Evaporator Assembly $158.78 - during his return visit, this part was deemed to be unnecessary by the technician, no longer needed and therefore cancelled, WITHOUT MY KNOWLEDGE. DID HE SOMEHOW GAIN ACCESS TO MY FRIDGE BETWEEN HIS TWO VISITS TO MAKE THAT ASSESSMENT WITHOUT ME KNOWING?? NO REFUND WAS OFFERED.
*Word of advice - always check the parts cost online for yourself*
(iii) Improper, Incompetent, Unqualified Service and Repair Work - Ice Maker still doesn’t make ice after sealant/caulking was applied and allowed 24-72hrs to pass; NO DIAGNOSIS WAS EVER MADE AND AN INAPPROPRIATE SOLUTION WAS APPLIED...AND FAILED
(iv) Deceiving and unethical business practices
a. Tech, George, concluded a broken Evaporator Assembly, made the part order which never arrived, and later stated the original part was in working order. No refund was offered on this, which was said to be justified by Clarice, as the amount charged was equivalent to a small tube of epoxy sealant (100mL) ordered for the ice machine!
b. Cust Serv Rep, Charmain assured me that Ken (Head Tech) committed to fully restoring (by repair and/or replacement of parts) my faulty ice maker to a proper functioning state, at no extra charge to me
c. Cust Serv Mngr, Clarisse indicated the above-stated commitment by Charmain/Ken was not confirmed in the recording and promised to send me a copy, which I still have not received
I've filed complaints with BBB and other Gov't/Consumer Protection Agencies. This company should have been shut down long ago!