This is the worst experience I have ever had with a contractor/repairman! Let me lay this out in chronological order:
May 31st ? looking for repairman for LG fridge. Called Angie?s List repairmen with good ratings within a 15 mile radius. Not one of them would work on an LG fridge. So I went to Service Magic. They gave me two repair shops; one had good reviews on their site, the other not so good. I went back to Angie?s List and saw that A1 Affordable was listed, with no reviews in the past three years. The one with bad reviews on Service Magic also had no reviews in the past three years. Fridge is 4 years old. This problem of frost on both sides of the back wall of the freezer had been intermittent over the past year. Usually, knocking out the ice inside freezer and unplugging the fridge for a few hours so the frost behind that wall could defrost worked. However, now it was happening more often. Hence, the hiring of A1 Affordable. Within 10 minutes of visiting the Service Magic website, I received a call from A1. They could come out the next day (Wednesday, the 1st), between 2 and 4. I told (Glen, I believe) that I work 1 mile from home and if the repairman could call me 10 minutes before arriving, I could meet him there without having to take ½ day vacation to be there from 2-4. Not a problem. Neighbor called me at 2:10 on the 1st to say there was a white van just sitting in my driveway (sometimes nosy neighbors are good!). I called A1, Jessica, the dispatcher apologized, she was away from her desk when the tech was told to head to my house and even though there was a note saying to call, it got missed. I told her no problem, I was leaving work, could she please call the tech and tell him not to leave, I was on my way. She did. So far, so good. Minor glitch, but understandable. Met with Tony, the repair tech. Cleaned out the freezer. He unplugged the fridge, and took apart framework in freezer drawer so he could get the back panel off. Frosted shut, could not get back panel off. He called in, discussed the issue with someone at A1, it was decided it was either the heating element or some bi-metal (?) part, neither of which they had in stock. Placed an order for both parts, saying the unnecessary one would be returned. Tony said since order was being placed before 2:30, parts should be in next day. Advised me to empty the fridge and put perishables in coolers til the next day, Friday at the latest. Wrote a check for $125 to cover half the cost of the part. So far, so good. Thursday (June 2) afternoon, I called to see what the status was. Got Glen. Told him who I was and asked if the parts had come in for my fridge. He told me the tech would call me when he was on his way to fix the fridge. I again asked if the parts had come in. Put me on hold and came back to tell me that he ?wasn?t able to tell me? if the parts had come in ? wait for the tech to call to say he is on his way. Friday (June 3) mid day, I call again. Get Glen again. I remind him that the parts were supposed to be in the day before, had they come in yet? Same response. Could/would not give me any idea of timeframe. Since I was heading out of town for the weekend, I plugged the fridge back in and put the refrigerated foods back in. Had my son hang around the house all weekend waiting for their call. Nothing. Called Monday (June 6) and got Jessica. I explained the situation (but did not tell her I had plugged the fridge back in). She took the time to look into where the parts were and was able to tell me that they had ordered a part from Sears and it was on backorder. She seemed surprised that I was told it would be delivered so soon, typically its 4-5 days. She also seemed surprised that in my two phone calls to Glen, he did not give me that info. She said someone would be calling me back within a day or two with an update on the part from Sears. I thanked her and said this type of communication is necessary to keep customers happy. Thursday (June 9) I received a call from Service Magic asking if I was happy with the service I received. Hoo boy! Did they get an earful! I had heard nothing back from A1 since I called on Monday and I let Service Magic know how unhappy I was with this service. They contacted A1 and Glen called me to say the part was still on backorder, expected delivery on the 14th at which time they would come out and fix the fridge. I asked about the other part. It had been delivered on June 2nd (next day). I asked if someone could come out with the part they had to see if it fixed the problem. NO. Why not? Because if it wasn?t the part needed, they would have to come out again when that backordered part comes in. Now mind you, A1 thinks I am without a fridge now for over a week and is telling me it is gonna be almost another week before they come out with both parts. When I tell Glen, well if it is the part needed, you can cancel the part on back order. NO. Today is Wednesday, June 15th. No call from A1 yesterday about the part that should have been in. So, as far as A1 knows, I have been without a fridge for two weeks and they cannot be bothered to make a phone call. EVERY communication with them, other than their initial call to me, has been instigated by me. IF they ever do get back to me, I will update this report.