Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/15/2023

  Type:Product 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 Perlick under counter 2-drawer freezer just under one year ago at retail and it CONSTANTLY goes in to HA mode and does not even freeze an ice cube. I have it it repaired under warranty SIX TIMES NOW and still the same thing. I have called Perlick myself on numerous occasions and even their own warranty repair company here locally is frustrated with them and says the unit should be replaced BUT PERLICK STILL refuses. We are a business and have been unable to use this thing for - total of over 5 months when adding up all the weeks it has been down between repairs. Now after waiting a full month, their warranty repair rep is here, and acknowledged that even beyond the repair hes been authorized to do, the compressor is also showing signs of fault. He called his Perlick rep and they still want to only do the original repair and not address the compressor issue. This is repair number SEVEN now and soon to be 8.THEY NEED TO REPLACE THIS THING. it is not right to put a small business owner thru this. Absolutely *********************** and product.

  Business Response

  Date: 09/18/2023

  Hello-

  We just received the complaint and looked at the backlog for the product. It was never listed as an "escalation" (which is what prompts our technical services department to get involved) by the repair teams.  Now that tech services is aware of the issue they will reach out directly to the customer shortly. If there are any other issues moving forward, the customer can also reach out to me directly at ****************************************** since I'm in the corporate office with the technical services team.

  Thanks,

  *******

   

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 24" PERLICK ALL-REFRIGERATOR from ******************* (***********, **) in 2019. Ever since I purchased the unit, I have had the same "H1" error messages which Perlick has "serviced" under warranty. Perlick has serviced the unit over 5 times for the same issue, having sent out technicians from three different service companies. Each time it has taken several months for a tech to actually come out to service the unit and each time the unit only functions for a few months before needing to call in again. It is now 2023 and I continue to get the run around. I notified Perlick in Mid-February 2023 that I was again getting the same "H1" error mssg and that the unit wasn't cooling correctly. I notified them that this was my only fridge and that I had lost food with each previous service call and that I now had very costly medications (including insulin) that HAD TO BE REFRIDGERATED. It took until *** to get them to schedule a tech at which time they told me they needed to take "photos" of the issue. The new tech indicated that he thought the product was a "lemon" based on the service history and tried to convey this to Perlick. Perlick insisted on overnighting the parts and attempting repair. I reluctantly agreed to give it one last try so long as it was serviced within the week. These parts were to have been overnighted on 5/17/2023 per confirmation from Ms ****** (Perlick *************** It is now 5/31/23 (2 weeks later) and the parts still have not arrived. The refrigerator is posting the same "H1" cooling errors and Perlick is indicating that I "just need to wait" as this is part of their warranty process. At this point (5/31/23 Phone Conversation), I have asked Perlick (*************************** - Sr ******** Specialist) for a total replacement. Perlick has the noted calls/resolutions and "attempts to fix" on record (Case#********), as they recounted them to me and they matched my notes. Pls lmk if you need these.

  Business Response

  Date: 06/01/2023

  Hello,

  To whom it may concern, please see our case history listed below. If service is not successful next week, we will authorize a replacement unit to be sent and cover all associated install and removal charges. This case is also currently under review with our quality department. 

  Case History:

  05720602 4/24/2023 L3 & H1
                 5/15
                 SKS was only going to go out to take photos.
                 5/16
                 Escalated to Perlick by PT because she requested a supervisor
                 5/16
                 I called her around 4:30pm and told her we would have an answer by the next day.
                 5/17 (created case 05845339)
                 Claddagh accepted the call in the morning and was on site at 2:27pm (PT Notes)
                 Provided PT with photos in case anything else needed to be replaced.
                 Ordered the Refrigeration module and ************* (this had not been previously replaced.
                 5/18
                 Confirmed with customer of the plan to have the parts shipped out to the servicer.  We had the conversation that if this fix doesnt work, well look at moving forward with a replacement.  It did take 4 business days for this to ship from MTY but this needed to be built.
                 5/31
                 Customer circled back and provided tracking information.  Followed up with a call where the customer said that her fridge is not working again. Explained that we dont have an immediate fix today.  Offered the options to reach out to Claddagh and request a **** 7th appointment since the part would arrive **** 6th.  Also said that we would place a new unit on order in case this does not fix the unit.
  
  05179523 1/23/2023 H1 alarm
                  3/8/23
  Completed Yesterday. Found evaporator iced up completely. Checked evaporator probe. It is at ***** ohms within range. Deiced evaporator. Checked ok complete.
  ************** Appliance Repair
  
  04852331 10/26/2022 Deli drawer flap
  
  04125926 5/19/2022 Deli Drawer flap broke (****** refrigeration never responded so case was closed out)
  
  03307083 Initial 9/30/2021 H1 alarm
                  10/7/21, 3:00-4:00, *******
  Opened unit, found cooling module to unit air gap. Found unit out of level and evap frozen. Advised customer to shut off and thaw unit. Last time thawed, no water was accounted for in condensate pan. May have drain issue. Will return once thawed to further review.
  
  10/12/21, 12:30-2:00
  Lowered and removed cooling unit. Checked wiring, checked level. Installed,aligned and secured under unit. Seal is good. Adjusted all compartment temps above 35. Restored operation. Requested monitoring and report from owner if any problems begin again.
  
  10/20/21, Contacted customer to find out if the temps were holding. No problems at this time. Closing ticket.
  
  

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In my conversation with Ms. ******* yesterday, we agreed that a replacement refrigerator would be ordered, and that the repairman would still be scheduled for June 7th (one day after the parts are scheduled to arrive) to hold me over until the new unit arrived.  I did not agree that we would do a "wait and see" approach, yet again. 

   I expressed that my family got food poisoning last week likely from the fridge displaying the "H1/L2" error messages (as we didn't eat out)--- the food is not being held at a consistent cooled temperature.  I also expressed my CONTINUED concern that I am not able to keep key MEDICATION (Insulin) at a constant temperature.  I reiterated that I was told the parts were shipped OVERNIGHT on 5/17 and that the fridge would be repaired as soon as the parts arrived.  The tech and I felt this was a reasonable waiting period given that the refrigerator de-icing he conducted would likely hold up for a few days...BUT NOT SEVERAL WEEKS!! (It's two weeks later and the parts are still not here.) I am throwing food out left and right and I have the insulin on ICE.   Perlick has had several attempts to fix this known issue and have not been able to successfully resolve the issue after years of service calls and tech visits.  I am done.  The unit needs to be replaced.

  The notes they provided seem to skip over that fact that the parts were actually shipped on 5/26/23 per the *** tracking number (*********) they provided yesterday.  Finally, the notes they provided do not accurately depict our conversation from yesterday, as I kept explicit notes.  We agreed that a replacement unit would be ordered.  The unit is under warranty and is clearly a lemon.  Even their onsite tech indicated such to their service department.

  
  Regards,
  
  ************************************

  Business Response

  Date: 06/02/2023

  Hello,

  We will be issuing a replacement unit under RMA # **** and cover all install and removal related charges. The replacement unit is scheduled to ship from our factory on 6/15/23, but does not reflect the actual install date, as transit time could take up to 2 weeks to deliver.  In the meantime we will be proceeding with service on 6/7 to keep the unit operational until the replacement unit arrives. Install coordination will occur when the product leaves our factory.

   

  Customer Answer

  Date: 06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ************************************