Complaints

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• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** refrigerator just under 10 years ago. At the time of purchase, I obtained a warranty from Associated Service Corporation (ASC) of Saint Louis, MO for the term of 10 years. Recently, the compressor on my refrigerator failed, but my warranty from Associated Service Corporation indicated the cost of the compressor would be covered and I would be responsible for labor.
  
  The cost of the compressor for my refrigerator retails from GE Parts for $1165.28, although it can be found online from reputable retailers for between $645-$893. When filing the claim with ASC on August 3, 2023, they indicated that I should contact ******** as they are one of the few manufacturers that covers parts within my failure period. ASC indicated that if ******** would provide the part as part of their warranty, "then Associated Service Corp. will arrange for the payment of the current profile labor rate to install this component". This is indicated on the attached warranty coverage details (attached).
  
  When provided with authorized servicers for my area (there are no "preferred" ******** servicers in NM), the costs for diagnosis of the issue started at $120 and went up from there.
  I was instructed that the labor cost (not including parts) to recover refrigerant, replace the compressor, and add refrigerant could be between $300-$500 depending on the specific model. The quoted prices aligned with the cost averages that can be found online from web sites like ***** ************ *******, etc. Fortunately, one of the authorized servicers I was provided was willing to diagnose and install (labor only) for $350. Since I'd had a good experience with this servicer previously, I elected to move forward with them.
  
  ******** was able to provide the part and total labor costs came to $377.13. I provided ASC with these details on August 25, 2023. On September 7, 2023, I received a check in the mail for $150. I contacted ASC and was told that they would only cover $150 for labor.

  Business Response

  Date: 09/12/2023

  Good Morning,

  I have attached a copy of the customer's warranty card.  It states if the compressor is covered by the manufacturer for 10 year - ASC pays the labor to install the compressor.  The certificate does NOT cover any costs of diagnosis, labor to remove or install the component part.  The customer received an authorization number from our office for $150.00 the cost to install.  The servicer the customer used should have received the part at no charge.  I have also attached a copy of the warranty from the manufacturer.  The customer should not have paid for the compressor, his complaint should have been with the service provider who did the work.  When Mr. Ivener called our office we explained to him the coverage and gave him an authorization number for the labor of $150.00.  The check was sent on 8/31/2023.  

   

   

  Business Response

  Date: 09/12/2023

  Good Morning,

  I have attached a copy of the customer's warranty card.  It states if the compressor is covered by the manufacturer for 10 year - ASC pays the labor to install the compressor.  The certificate does NOT cover any costs of diagnosis, labor to remove or install the component part.  The customer received an authorization number from our office for $150.00 the cost to install.  The servicer the customer used should have received the part at no charge.  I have also attached a copy of the warranty from the manufacturer.  The customer should not have paid for the compressor, his complaint should have been with the service provider who did the work.  When Mr. Ivener called our office we explained to him the coverage and gave him an authorization number for the labor of $150.00.  The check was sent on 8/31/2023.