A South Windsor woman has turned to NBC Connecticut Responds after waiting months for a new freezer door.
Brenda Koboski said she had good experiences with PC Richard & Son in the past, so she went back in May when she needed a new refrigerator.
A few weeks after it was installed, she noticed brown spots on the freezer door. She worried it was rust and contacted the company.
"They sent a technician out who confirmed that it was not normal," Koboski said. "He took pictures and sent it back to the home office, I guess."
A spokesman for PC Richard & Son tells NBC Connecticut rust isn't covered under the manufacturer's warranty. The company offered to replace the door at its own expense, nearly $700, because Koboski hadn't owned the refrigerator for very long.
According to Koboski, PC Richard & Son told her the order would take several weeks. When she called for an update, the salesperson said she could not find the order in the system. Koboski said she was assured a new door would be ordered right away.
“And this kept going on for months where they would say it was on order and then they would check a little while later and it never made it to customer service or whoever,” she said.
The company admitted there was a lapse and said a new door was ordered on September 13th. Delivery was scheduled for October 20th. Koboski said she asked the technicians to call her cell phone when they were on their way so she could leave work.
A spokesman for PC Richard & Son told NBC Connecticut the company sent Koboski an email at 2:52 p.m. alerting her that the technicians were en route and even included a link to track their progress. But, Koboski said her husband received a call three minutes later that the technicians were already at the house.
Koboski said she rushed home from work, only to find the technicians were gone by the time she arrived. The freezer door was left on the back porch.
Unsure what else to do, Koboski said she reached out to NBC Connecticut Responds.
After contacting the company and explaining Koboski's frustrations, she said she received a phone call and a promise that they would make things right.
"They came a couple of days later," she said. "Somebody called 30 minutes ahead of time and they showed up with a door."
The company said they were unaware the previous technician had left the door on the porch.
Koboski said in addition to the new door, she also received an apology for the inconvenience .
Photo Credit: NBC Connecticut