Twin City Appliance Inc

"We schedule between 8 and 12 and 12 to 5. I apologize, but sometimes schedules run ahead and sometimes they run behind. I pulled up the day that your service was scheduled. The job before yours was scheduled to take 45 minutes. That job ran over 2 hours. The tech, Chuck, is very good about letting us know when he is running behind. I am sorry that you did not get that call. We have changed office personnel since that time. As far as the floor goes, this is the first time that I have heard anything about this. The tech's have cell phones to takes pictures and I have no entries from either the tech or office personnel about this. We are a family owned business and both my husband and I are available here at the office Monday through Friday. Please give me a call."

"For Clarification: Our House Call (trip charge & diagnosis) is good for 30 days. We only use original manufacturer's parts. If we replace a part, our labor is guaranteed for as long as manufacturer of that part guarantees it. In this case, we replaced the defrost bimetal and element on April 5, 2012. Samsung guarantees their parts for 90 days and we guaranteed the labor to match for 90 days (until July 5, 2012). The problem that the customer originally had was that the unit was not defrosting every 6 - 8 hours so that the evaporator iced up and the unit quit cooling. Had we misdiagnosed it, the frost would have accumulated again within 5-7 days and the unit would have quit cooling again. The repair corrected the problem. He called August 29, 2012 and wanted a free repair. As this was almost 2 months after the 3 month warranty expired, we were not able to give him a free repair and Samsung was not willing to give him free parts."

"Looking back over the records, the bill was sent in error. I have since replaced that office worker. Unfortunately time to time, we do received defective new parts. Replacement parts are provided at no expense to the customer when this happens, as it was in this case. The water valve only allows water into the machine and has nothing to do with the machine cooling or not cooling. Unfortunately, after the water was working, the unit failed again and needed the freon, compressor, evaporator rebuilt. I wish that you had called me personally. We try very hard to provide the best possible service for each customer. I am sorry that you were not happy."

"I have looked up your service and spoken with the technician. He left in a hurry because he became ill. We certainly apolgize for your inconvenience and hope that you will reconsider using us again."

"We sincerely apologize for your poor experience. Our techs are trained by Samsung twice a year and each model has a certain set of items to be checked by the technician. They are taught by Samsung to use the literature and follow procedures. The control board was replaced 4-27-12 and we were notified 5-24-12 that the refrigerator was having a problem. The Samsung checks that the tech went through the 2nd time indicated a faulty sensor and fan motor. You are right, he should have personally checked using his experience and found the sealed system problem at the time of the 2nd repair. The manufacturer of the product pays for any warranty service and only 1 trip is paid for within any 90 day period, so all the extra work cost was not passed along to anyone, but absorbed by our company. They paid a basic flat fee. There are no notes in our files concerning any rude behavior. Apparently there was a misunderstanding and we apologize for your time and tribulation. We did not perform acceptably in this repair and hope that you will use us again."