You sent a serviceman to our place of business under the guise of being a professional that would be able to repair our ice cream machine and make certain it would be in good working order. He did indeed work on my ice cream machine for three hours, but after the first half hour he admitted to me that he did not know what he was doing and he was not certain he could make it work. He should have been a professional and stopped at that point, but instead he continued to work on the machine and did damage to the machine now. After the first half hour he continued to work for another two and a half hours. He asked me several times what I thought he should try to do to repair the unit. Which I stated I did not know that is why called K&D. Meaning he was supposed to be the professional that was supposed to know what he was doing. Not looking to me for suggestions. He did not replace the solenoids on the unit, which I specifically requested to be checked if that was the cause of the problem. At the end of the 3 hours he said it could still possibly be the solenoids. Why were they not checked/replaced within the first 30minutes? I stated when I initially called to set up the appointment that I had 2 other techs that believed that it was the solenoids causing the issue and the solenoids needed to be replaced. I was told your tech would bring replacement solenoids when he came to repair my machine. Why was this not the first thing he replaced? Instead when he was finished he said it could still be the solenoids, the circuit board, or the wiring. Then he told me he rewired the left side to the right side, which I did not ask him to do. I asked that the left side be left alone as it was working without a problem. I see on the invoice that he represents that he got the left side working, which is false. It already worked without an issue. While at my location your tech took a phone call in front of me about a previous job he was at. Where he disclosed that he misquoted the cost of a part to repair that customers unit. He told me that he told that customer the part was a $1,000 and now the part was going to cost $2,000. How does an experienced Tech who is supposed to be a professional make that big of a price misquote? I guess that should have been a sign what kind of tech he was. Why would he tell me that?
I now have a bill in hand for over $250.00 and an ice cream machine that is not working as good as it did before he started. The side of the machine that was in good working order will now not keep a constant cold temperature making it difficult for us to make ice cream. The temperature is dropping 5-7 degrees before the compressor turns on. The defrost setting on the left side is now working sporadically, which it worked without issue before your tech worked on my machine. I am reluctant for these reasons to allow anyone else from your company to come to my place of business to "attempt" another repair. When clearly, they do not have a working knowledge of what they are doing and continue to just carry on, running up a bill, charging me for ruining my machine. Your tech left the machine in worse condition then it was when he initially started, and still without any idea of what is causing the problem.
I was told on the phone by I believe Josh the Service Manager that your company was experts at repairing Ice Cream Machines that K&D specialized in that type of repair. He said in theory all Ice Cream Machines had the same basic 3 or so main parts. I now need to research and find someone that might have a working knowledge of electricity and refrigeration, since unfortunately, the man you sent to my place of business did not. I do not feel I should pay the bill and feel that possibly I should seek reparation for destroying my machine, loss of revenue, and wasted 3 hours out of my day. Your tech did more damage to our machine, by not knowing what he was doing. The tech that came out today said before he would start to repair the right side he would go online and get the wiring diagrams for our machine. He also agreed with the other 2 Techs in saying it was most likely the solenoids causing the issue and need to be replaced. The Tech asked who did worked on our machine and I told him K&D. He is now the 3rd different Tech / Company to tell me that K&D has a reputation for damaging people's equipment, due to K&D's Tech's being inexperienced / unqualified. This is what I asked to be repaired by your company. Your tech did not do what I instructed I wanted done and did what he wanted to do, which by his own admission he was unknowledgeable and simply guessing. Due to this fact he caused further damage to the machine, which your company is responsible for. We are going to have to have the machine rewired the way it was originally and I will provide your company with an invoice of the further damage that your tech did. read more