Carolina Cooling Systems LLC

"Customer had an ice build up on the bottom of a freezer that was blocking air for proper circulation, causing high temp in freezer and effecting ice unit. 1st service call was only $50 for show up fee and no charge for disassembly and diagnostics. A defrost problem was suspected and parts were ordered by customer off of an appliance parts center on the internet. A defrost sensor and a heating element was ordered and the install would take place when parts were delivered. Customer called a few days in advanced and called for the service. On the specified service day, work load was very heavy, and customer was contacted for a later appointment. Customer agreed to the later appointment... At the later appointment, customer watched closely as the defrost sensor and heating element was installed. The door of the freezer had to be removed and, of course, all of the product as well. Customer did have product removed before our arrival. After completion of parts installed, unit was put back into service and was running in a normal fashion. Time could only tell if the problem was solved. Upon completing the work order, technician noticed the bottom freezer door was not closing normally. It had about a half inch gap allowing outside air to penetrate into freezer which can also create ice build up in the freezer section of the unit. Technician showed the customer the problem that was found, and explained closely how that could contribute to ice build up in the freezer section. Technician removed the door 4 times trying to eliminate the problem of penetrating air into the freezer. The customer was adamant that the technician damaged the door upon disassembly in order to install the ordered parts. The technician only removed the door in a professional fashion, and never used brute force or any other abnormal technique in removing the door. Customer was insisting the damage was caused by the technician, and was insinuating that the door would have to be repaired, or replaced, by Carolina Cooling Systems. Upon many attempts to correct the problem with the customer present, the door frame would not shut evenly and the technician advised that the manufacturer should be contacted by the customer for further assistance with the problem. There was no charge to this customer for over 2 hours of service because the problem with the door was not repaired, but all the ordered parts had been installed. The technician also advised the door gap could have gone undetected by both the technicians first visit, and by the customers daily normal use because of location of the gap. The customer was advised this could had easily been the problem from the start and customer would not be charged for labor to install components or to fix the problem once support from manufacturer was contacted. Customer kept insisting technician broke the door in hopes of receiving a new unit at the cost of a company that was trying to help him with a bad situation on a poorly made unit. Bottom line is: Carolina Cooling would have stayed working with the bad unit and the customer, but the accusations of the technician breaking there refrigerator was ridiculous and unfounded, and was obvious that the customer was trying to find a good out for what the customer complained about while the repairs were being made "THIS IS THE MOST EXSPENSIVE APPLIANCE I HAVE EVER BOUGHT" . The customer sat and watched the technician the entire time the unit was being repaired, and they know the technician did nothing abnormal in the door removal. Carolina Cooling Systems does hundred and hundred of repairs and replacement every year and stands by their work, and charges accordingly to all situations, such as this $50 complaint for over 4 hours of work."

"Member broke her own dishwasher by trying to be a service technician. She stated she was a mechanical engineer in some previous life, and found herself in trouble trying to clean her dishwasher that was not dirty. Her problems were fixed by Carolina Cooling and the unit was working and running , and the handle was installed to her satisfaction. With the service call and repair charges were stated to her, she paid without question or hesitation. If she had a problem with the amount of the service call and the repair fee, she should have spoke up at the time she was paying the invoice. I am a flexible man and would have worked with her. $119 for a service call including diagnosing, installing handle with electronics attached, and correcting the float that Member installed incorrectly, is reasonable and about half of what she would have paid with the big competitors like Sears and Service Magic. The bracket she is referring to was broken by her trying to fix her problem and not knowing what she was doing. She requested another service call to put a screw in the unit that was not there when we arrived. The other service company she refers to is a close competitor that I we with often. We work together, and I asked him what had been done to the unit in the past. This is not uncommon and is good practice to communicate with others that had worked on the unit before. Sorry we could not satisfy Member with her dishwasher needs."