Refrigerator repair cools client-contractor relationship

Refrigerator repair cools client-contractor relationship

COMPLAINT:Brett Miller, Oak Park, Ill.

"In 2009, I hired All Services Club of Des Plaines, Ill. to repair my 4-year-old refrigerator and freezer. They told me a booster was needed to fix the problem, quoted a $365 price, and explained it included a 90-day warranty. They installed the part that evening, and the appliance worked effectively.

"Eleven months later, it stopped cooling again. I called All Services, and the technician told me the compressor would have to be replaced at a cost of $450. I then called in a technician from Sears, where I purchased the refrigerator. He saw the booster and told me it had caused my compressor to fail and fried the cooling coil.

"He said this was a negligent and inappropriate fix on All Services' part, because the booster supplied the compressor, coil and electrical board with more power than they were designed to accommodate. I spoke to Jim Nash at All Services, and he told me I was outside the 90-day warranty. I told him the company's defective service constituted a breach of warranty. He responded that no repair is guaranteed to last forever."

DESIRED RESOLUTION: "I would like a $616.99 refund to cover what I paid All Services to install the booster and to Sears Home Services to replace the compressor and coil."

COMPANY RESPONSE: Jim Nash, owner, All Services Club

"We do not plan on refunding the customer for this service for the following reasons. Our services come with a 90-day guarantee, which means if anything goes wrong within 90 days of our service, we will repair it at no additional cost. This customer had no issues for 11 months, which is outside our responsibility.

"Additionally, we quoted the client $450 to fix the new issue. Out of courtesy to attempt to satisfy the customer, we offered a 3-year warranty instead of a 1-year warranty, and the customer declined. A relay overload is placed on refrigerators in order to boost the ability for it to cool. This is a normal procedure to keep customer from having to replace the refrigerator, thus saving them money. There is nowhere stating that this is a permanent solution, and all refrigerators have an end of life.

"We install more than 300 boosters a year with no issue. There is no evidence of neglect. We fixed the issue to the best of our ability and fulfilled our 90-day warranty. We understand the customer's frustration, but this situation is beyond the scope of the agreement signed upon."

STATUS: Stalemate


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