BRITTS REPAIR

Britts did a wonderful job on fixing my ice maker and I would absolutely recommend to anyone.

I contacted and paid Britt's Repair to look at it. Based upon the price quoted to repair it, I was instructed to double check if I had paid for an extended warranty. Once I confirmed I did indeed have an extended warranty (after locating the receipts for this appliance) I contacted the warranty company and completed all items necessary so that Brits could get the parts needed to repair the ice maker. Britt's then ordered the parts on 8/13/18....the parts took several weeks to come in and finally they were able to come back out and replace the Ice Maker and Motor Module.....this occurred on 9/20/18. My ice maker quit working again 1/10/19. I contacted Britt's Repair on 1/18/19 and they do NOT warranty the parts they installed AND since my warranty with the company I was using has now expired, the will come out for a $75 service fee and re-diagnose the problem. The problem is EXACTLY what the problem was to begin with....so basically they want me to have the same repairs done for an approximate charge of $440 + an estimated labor charge of $125. NOT even 4 solid months since the repair and the parts they installed are not working. It is terrible that a company would not warranty a product they installed and furthermore lack any care for their customer.

Kirk came from Britts, said he looked at the belt and it was fine and told us we needed a new Idler which he had to order because he did not have one in his van. He did have belts which would have made it the simple fix it turned out to be. Ten days later he came with the Idler, put it in and told us it wasn't the problem at all, it was, indeed, the belt! He put in the new belt, reassembled the machine and left. Immediately we noticed there was a rattling sound whenever we touched the machine and then when we ran it, the sound was even more evident. I did notify Britts and they said they would come out and check the problem for us. After the foolishness we experienced with the incompetence of their repair man, I instead contacted Samsung directly and asked them for their help. They sent their tech man who spent well over an hour taking the machine apart and then reassembling it because, he said, Britts had not leveled the machine and reassembled it properly which was causing the rattling noise we were experiencing. He was surprised that the Britts repair man had missed the belt problem because he said it should have been the first thing checked on a new machine causing problems. Britts charged me $282 for their poor service, two service calls and our lack of a dryer for over a week while they supposedly ordered the part that was not needed at all. The entire event should have been a simple one visit, belt replacement service call but instead their service man, I believe, saw an opportunity to double charge us by his misdiagnosis of our original problem. Further, I believe his reassembly of the machine was done in such a way as to require another service call to us to address our rattling problem and then they could have charged us for even another service call. Fortunately I contacted Samsung directly first. The reviews for Britts are not good at all and, had I been smart enough to check them out before they came, I would never have allowed them in my home! Anyone who uses them after reading their history is making a serious mistake and I urge them to stay as far away from this company as possible.

We scheduled an appointment and had someone at the house waiting for the repair man. We received a call from him that he was running late and we could not wait because we had an appointment. The second time, the same repair man was supposed to be there between 11 am and 2pm. He called at 1:45 and said he was on his way and was going to be half an hour late. He then called back saying he was in traffic and that he was not going to be able to come. Upon our insistence, he did end up showing up late. He was extremely rude to my seventy-year-old mother as well as to us on the phone. He was able to fix the problem. However after using our washing machine for the first time, we had a huge flood in our house as he obviously damaged the fill switch, which now does not sense the level of water in the machine. It is Saturday and of course they are closed with no emergency line. I hope they fire this technician, who is obviously incapable! I will never use this company again.

With out knowing model number or able to access ice dispenser., technician told me there was corrosion and wanted to order new dispenser with estimate of $300. I subsequently phoned them and told them to cancel the order. I have called twice with no reply. The office person Jill did not return my calls. I have subsequently de-iced my dispenser and found no corrosion evident. I feel they are trying to get me to buy a new ice dispenser when I feel it is unnecessary.

Subsequent to Britt's visit, when I was doing the dishes that night, I noticed that the water in the sink was not draining. I had to keep turning the disposal on to drain the water. I called Britts the next day, left a message, and never got a return call. Three days later I called and spoke to a woman in the office, I don't remember her name. She told me they had been very busy and she would talk to the tech and get back to me. A week later, no return phone call. I called again, and was told again that someone would get back to me, that they were really really busy. A week later, no call. I called again and asked to speak to a manager; of course one was not available. I left a message, and no one ever called me back.

I finally gave up and called Ace plumbing who came out and told me that the mounting gasket was either not the right one or was not installed correctly (I don't remember which explanation it was). That visit cost me $130 dollars, but indeed solved the problem.

So not only did I pay Britts to actually CREATE a problem, I had to pay another plumber to fix it. I find it inexcusable that Britts never returned my calls. I will never ever use them again, and I have been telling all my friends to stay away from them...it is OK that they made a mistake, but there is NO excuse to not return my calls. Ace is great, by the way and have since been taking care of all of my plumbing needs.