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"Quick and helpful"

"We had been having problems with our SubZero refrigerator not staying cold but freezing ice on the back wall for a while. Believing it was more than likely the seal around the door leaking warm air in and cold air out, because it had been a while since the door closed with a vacuum-like seal we decided to contact Ohio Furnace A&E after researching who was known for handling SubZero specifically. When we called, we expressed that we believed it to be the seal. The repairman came and diagnosed it as being the thermostat. This was fine and we thought the issue was a simple fix. After a week, the problem was back. We were having the same issues and called them back. They came back with the same part to replace the Thermostat. At this point, we pointed out again, that we believed it was the seal. Seemingly ignoring that it could be anything other than the thermostat. The thermostat replaced a second time, it still doesn't work properly, still the same issues. I called the company again, left a message for them to call me back. I did this every few days for almost 2 1/2 weeks with no callback. The final time I called, I did so with my number blocked, they pick up, audibly upset, I let them know that it still wasn't working and mentioned the seal again. Also that I left several messages waiting for a callback. He sends his guy out again. This time the guy comes in for a couple of minutes, goes outside to make a call to SubZero, comes back in only to tell us it wasn't the thermostat and Subzero told him it was more than likely the SEALED SYSTEM. Ohio Furnace A&E does not fix sealed systems. That was over 2 weeks ago. Since then, I have left several more messages. Today, he finally answers. I expressed that I felt with the misdiagnosis, I should receive a refund. I was informed that he was refusing a refund. I was told that it normally turns out to be the thermostat and it not their fault that it wasn't. I said, " So, you're telling me it's a guessing game, and as the customer, I'm left paying a bill for something that was misdiagnosed?" He then proceeded to tell me that they didn't charge me extra for the second part ordered or the last 2 trips. We had a 30-day warranty. Assumably, he thinks I should be grateful that we weren't charged more for the second replacement part and service, 2 extra trips they made while they misdiagnosed twice, even though we mentioned several times that we believed it was the seal. Very disappointed."