911 Service Today, LLC

"I'd like to apologize for the experience you've had. When the technician had initially arrived the fridge was no longer cooling in either compartment. The compressor, evaporator fan, and the condenser fan were also not running. To remedy this we needed to replace the starter so we could get everything running again. Typically it will need 24 hours to recover once starting again. After 24 hours frost became apparent that the fridge has a gas leak. Which indicates a sealed system issue. This is something we would not be able to be aware of until it had been running. To repair it parts and labor total for repair would exceed the unit value. As been the most trustworthy appliance repair company we advise replacing the unit rather than invest in repair . I hope this better explains the process. Once again I deeply apologize for your experience and hope we can work together with you in the future."

"?Firstly, I'd like to apologize for the customer's experience. That is not the standard we hold our business or employees to. If one looks at the history of reviews of our service, they will see that we do sincerely care about our customers and we work diligently to take good care of them. We had diagnosed the washer to have a problem with the rotor position sensor since the drum not turning. As soon as repair was approved we attempted installation, but due to the accessibility issues surrounding the machine we were unable to proceed without tools with a higher torque and more suitable area to work with it. This was suggested to avoid exposing the unit & laundry room to risk of damage. We offered to move the unit to our office to complete the repair, no additional pick up or delivery. Once the sensor was replaced and the original error codes had been cleared, The technician then ran cleaner through the machine to clear up soap and any other build up. After doing so the technician ran a cycle and heard an audible grinding sound. Since everything was cleared from within the unit, the technician is able to see that the drum gear shaft is getting stuck due to shaft damage. This issue was much harder to anticipate due to the inherent nature of the replacement parts and repairs needed. When we called with the estimate we recommended replacing the unit as cost for repair would be higher than 70% of a new Washer. After further discussion it was decided to issue a refund and complimentary re delivery of the unit. The return of the unit was declined by the customer. Instead, the customer asked if we would purchase the unit from them. Since we only haul away old machine we declined. It was then requested that we refund more than originally paid in the initial diagnostic. We always want to help however we can but as a local family owned business we're unable to refund more than what was paid for the initial diagnostic. Again, we regret that we had not been very distinct and direct in our advisory thus we offer our apologies once more. We never want any customers to feel taken advantage of. Very Respectfully, VP of Operations M Hackett"

"Thank you for your feedback."

"I am sorry and discouraged to hear about your experience. The diagnosis which was made was that the unit will not start was which can only be repair by replacing the entire motor system , the motor got a start switch ,as they are built into each other as an entire assembly. This can be simple to prove but if you have doubts about the diagnosis why not just let us come back and redress the issue for you? The diagnosis is under warranty and if you have such concerns we want to know and help."