I Booked an appointment with this company to visit my property on the 25/09/2025 to look at repairing my American Fridge freezer. I paid an inital call out fee of £98.40 which included a second call out if required should they need to order any parts and return at a later date to replace new parts ordered. They arrived as agreed on the day that I had booked them online. The Engineer was polite and carried out some tests which lasted approximately five minutes. He advised me that my fridge needed a re gass and that he was not trained to deal with this particular type of gas. He said he would relay this info back to the company and a different engineer would need to call to carry out the work something I was fine about. Later that day I get an email with a further Invoice of £222 for a second visit to fix my fridge which I promptly paid. I tried calling the company on a few occasions for an update but nobody was available to take my calls and my only option was to go online and speak with an Ai adviser which wasn't the level of service I wished for and I was none of the wiser. Monday 30th Sep I got a refund to my bank for the £222 as they couldn't go ahead with the repair. Again I tried to call them to get some clarity and to ask where my initial payment of £98.40 was and why it had not been returned and I couldn't get a reply by telphone and only email replies. They would not refund my inital payment as this is was for a call out. This Company was incapable of carrying out this repair but still wanted to charge me for a call out. I have now organised a reputable company to come out and carry out the work. Taking payment from a person when you are not trained to work on an appliance is morally wrong. It's no differnce to me advertising as an electrician and charging a call out fee to then tell the customer I can not carry out the work I'm not qualified to do so but sorry Im not giving you a refund as that was for the call out charge. I tried on many attempts to get refund in a polite and respectful way but only got apolagies with no refund offered.
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