I was having a problem with my Kitchenaid fridge not cooling and the freezer defrosting intermittently so I arranged a service appointment with Man with a Wrench based on positive Homestars reviews. Alex came to my house and I described the problem I was having with my fridge. He proceeded to open the fridge and freezer and take the internal temperatures. That was the total extent of his examination. He made a few phonecalls and then gave his best suggestions of what the problem could be and what the repair would involve and cost. The required parts would have to be ordered. When I asked him why he didn't even pull out the fridge and have a look inside, he said there was no point since the fridge at that time was working. I paid the $95 service call and Alex left. I arranged for a licensed whirlpool repairman to come and look at the fridge yesterday. I described the problem and then he proceeded to pull out the fridge and looked inside, located the faulty component which he replace with one he had in his truck. He then vacuumed all the dust and debris from behind and underneath the fridge. My fridge is working perfectly now. I would NEVER recommend Man with a Wrench to anyone. I feel the repairman they sent didn't know anything about fridge repair.
- Approximate cost of services:
- $95.00
- Company Response
Thank you very much for giving us such a detailed breakdown of your experience. This gives MWW the chance to educate their technicians when they make a diagnostic mistake. In this specific case the technician did not charge more than the service call because the internal temperature gauges showed him that the temperature reading on the fridge was accurate and working at the time of the visit. We arrived on time and fulfilled our promise there. We are very happy that your issue was resolved by whirlpool and you dont need to replace your unit.
When a tech is certified under a brand they have extra information not available to anyone else from the manufacturer. We would be very thankful to you if you could send us the repair invoice from whirlpool to show us what the issue was. This way we can educate the tech where he went wrong and prevent this from ever happening again.
Of course under this circumstance we have also refunded you for the service call since our expertise was not enough to tackle your issue.
At MWAW we have rules and policies that protect our customers from any inconvenient or distressful situations.
For instance if you ever feel like you do not trust the diagnostic of the technician and would like it to be challenged, we will send out our head technicians to assess the situation free of charge, and assess our technicians as well to ensure training is always being provided and everyone is constantly improving. Our HomeStars ratings are not this way because our service is always perfect, but because we make sure our customers needs are cared for despite the outcome of the repair. Please always call us and speak to the customer solutions department to help address your concerns. It especially helps companies like ourselves assess our staff and their faults and improve at no extra cost to you. We take on all the responsibility if our promise of service isn't delivered.We have made many attempts to reach out to you in an effort to notify you of the refund. We cannot justify in keeping the money for this assessment. Please send us an email to customercare@manwithawrench.com and we will touch base with you.
Thank you,
MWW team
