Freezer burn

COMPLAINT: Stewart C. Lang, Leawood

"I hired Appliance Plus to work on my dishwasher. The technician fixed the dishwasher, but also worked on the freezer compartment of my refrigerator, which was making excess ice. He said he didn't need to do anything to fix it besides clear the waterway. Two weeks later, I came back from vacation and the floor and the basement were flooded. I called a different repairman, and he replaced two parts and solved the problem."

DESIRED RESOLUTION:  "I'd like Appliance Plus to have their insurance company cover the cost of the damage — $4,200."

RESPONSE: Clint Sneden, owner, Appliance Plus

"I regret the member's loss, but don't feel we're responsible for the damage. As the member said, we were at the house and couldn't find a defining cause for the ice buildup. I told him if the problem persisted to let me know and I'd return at no charge to fix it. If the member would have followed the manufacturer's instructions to shut off the ice maker and empty the ice bucket, his loss could have been avoided. We instruct customers who are going on vacation to turn the water to the house off to avoid problems."

STATUS: Stalemate

Penalty Box

Scott's Lawn Service
Failed to respond to Clark Kostner's complaint about what he says was poor customer service. Third month in the Box.

Quality Painting & Remodeling of Lenexa
Didn't respond to Terry Clapper's complaint about what he says was unfinished work and poor workmanship. Second month in the Box.

Green Grass Lawn and Sprinklers
Didn't respond to Miguel Gomez's complaint about what he said was careless work that resulted in sprinkler leaks. First month in the Box.