ProServ Colorado

Our company was called out to this customer's home to fix the hinges on her freezer door The door was fixed when our technician left her home She called back to say that after the door was fixed and the technician had left, her ice maker now did not work and claimed that the technician must have broken it We were not sure if we did break it or not break itSo, wanting to give her good customer service, we replaced every component that the technician could possibly have touched when fixing her freezer door After replacing all those parts, the icemaker still did not work We had ordered several hundred dollars in parts and put in hours of labor at no charge to the customer We replaced the icemaker, water valve and mother board We feel these were the only parts that we could have possible damaged when fixing her door At this point, we have done everything we can do to try to remedy her problem, even though we feel we are not responsible The door we repaired is fixed and working properly and we feel after we have spent money and time to remedy a problem that we are not even sure is our fault, the money she paid should not be refunded She also is complaining of a scratch on the door She never mentioned this scratch before and we were out at her house numerous time after the initial repair Three different technicians had been to her house and she did not mention the scratch to any of them We have lost a lot of money and time on this unit The problem that we were called to repair is working The money she paid was to fix that problem

Complaint: [redacted] I am rejecting this response because: The ice maker worked fine before ProServ was at my houseThere was a full bin of ice when he took off the doorThe owner is the one who decided to replace the various parts even though I suspected the technician had probably pinched a wire taking off the door (or didn't unplug the unit before taking off the door)And as I mentioned in my original email, the scratches to the unit were secondary to the ice maker, which is why I didn't mention themI decided to pick my battle, and the ice maker was more significantThe company's guarantee of 100% customer satisfaction is advertising Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: The ice maker worked fine before ProServ was at my house. There was a full bin of ice when he took off the door. The owner is the one who decided to replace the various parts even though I suspected the technician had probably pinched a wire taking off the door (or didn't unplug the unit before taking off the door). And as I mentioned in my original email, the scratches to the unit were secondary to the ice maker, which is why I didn't mention them. I decided to pick my battle, and the ice maker was more significant. The company's guarantee of 100% customer satisfaction is false advertising.
Sincerely,
[redacted]

Our company was called out to this customer's home to fix the hinges on her freezer door.  The door was fixed when our technician left her home.  She called back to say that after the door was fixed and the technician had left, her ice maker now did not work and claimed that the technician...

must have broken it.  We were not sure if we did break it or not break it. So, wanting to give her good customer service, we replaced every component that the technician could possibly have touched when fixing her freezer door.  After replacing all those parts, the icemaker still did not work.  We had ordered several hundred dollars in parts and put in 6 hours of labor at no charge to the customer.  We replaced the icemaker, water valve and mother board.  We feel these were the only parts that we could have possible damaged when fixing her door.  At this point, we have done everything we can do to try to remedy her problem, even though we feel we are not responsible.  The door we repaired is fixed and working properly and we feel after we have spent money and time to remedy a problem that we are not even sure is our fault, the money she paid should not be refunded.  She also is complaining of a scratch on the door.  She never mentioned this scratch before and we were out at her house numerous time after the initial repair.  Three different technicians had been to her house and she did not mention the scratch to any of them.  We have lost a lot of money and time on this unit.  The problem that we were called to repair is working.  The money she paid was to fix that problem.