O'Neil Appliance Repair

"When this customer reached out to me the first time she said she didn?t want to spend more than $250 and she wanted me to order the fan motor for her refrigerator which I didn?t want to but I did anyway and when it came in I called her and let her know and she said her unit was working she didn?t need us anymore so I was stuck with the fan motor and paying for the lead which already made me sceptical of working on her refrigerator when she called back 4 weeks later .she said the fan wasn?t work"

"When I called the lead Heather stated she needed her refrigerator repaired but she did not want to spend much money. She thought she needed a new fan motor. She said she didn't want to spend much money and everyone she spoke with before me was too expensive. She then asked me what is the cheapest I could do for this repair. I told her if it was in fact the fan motor, I could do this job for is $245. This would include my service fee, labor and customer part cost. She then proceeded to ask if I could order the fan motor in the meantime and let her know when it arrives. I told her I normally don't do that, I have to come out and diagnose the appliance first and go from there. To make sure that is in face the issue etc. She kept insisting and I do use fan motors often so I figured I could go ahead and order it and chance it to lock the job in or just send it back if need be. She sounded pretty persistent, so I was trying to help out the customer if this is the way she wanted to do it. I went ahead and had my wife order an evaporator fan motor. Two days later when the fan motor arrived, I gave Heather a call and she said, " my fridge is working, I don't need you anymore." Few weeks later Heather called me and she stated that her refrigerator was not working again. I set up day that would work for her and told her my payment options and asked how she would be paying for the job after it was complete because I was skeptical at this point. She said she could pay with venmo. When I arrived at the home Heather was not home, it was her daughter and the daughter's boyfriend. I started working on the unit and I had to thaw the ice because the evaporator was frozen solid. I ohmed out the defrost thermistor. It read "open", which is why the freezer kept icing over and not going into defrost. So, I replaced the thermistor (I usually have several of these in my inventory). I then charged the customer. I normally charge a bit more for thermistors but because i had previously given her a price I ddint want to go above that. The customer sent payment via venmo like she had previously stated. Customer then calls back a week later saying the refrigerator was making a noise. So, I go back out to the job (2nd visit) to see what's going on. I take the unit apart and once again had to thaw ice off of the evaporator. I re-wired the thermistor so that it had good connection. Everything was working great. I did not charge the customer for this call back. Another week goes by and Heather calls me again. She said " I need that fan motor." I said I no longer had that part and when I was there the fan motor was working just fine and didn't need to be replaced. That was not by any means the issue and I have plenty of experience to know that. If there was another issue it could be the control board. I told her I wouldn't know for sure unless I came back out and accessed the issue. She wanted me to order another part ahead of time again without payment and I said no, I cannot do that. I did it once for a part I paid upfront for that was not needed once and didn't want to do it that way again. I told her I would have to charge accordingly if there was another issue and if another part (like the control board etc. was needed). She stated she did not want to spend any more money and didn't agree to me coming back to the job. She never called/ texted me again but sent out a bad review. I go above and beyond for my customers, my other 350+ reviews show that. I never lied to her, kept open communication and tried to work with her the best I could. This specific customer was very difficult and by no means easy to work with."

"I?m sorry you feel that way Mr. (Consumer name removed ) but when we spoke on the phone I told you $165 for a regular dryer clean out where the dryer is accessible and I use the blower motor to blow out the line but once I got to your house I realized that your dryer was stacked on top of your washer in a very little closet and I informed from that point on that it would be more than $165 and I also told you because it had never been cleaned out, that would have to be brushed manually and we sent invoice on 22"