It comes down to: would I hire them again?
Javier himself was pleasant to speak to and responded in a reasonable time frame. The office however is so unorganized.
I scheduled an appt for a commercial fridge at my work. They were over an hour late and didn't say anything until I called them to find out what happened to my appt. That's when Javier let me know they weren't going to make it before closing since they were still stuck in traffic. We rescheduled for another day, and at the new appt, they were at least 30 min late with no notice again.
Javier diagnosed the problem as a broken motor. He warned that if the motor itself wasn't the sole issue, we would need to replace another part after, but he wanted to just try the motor first. He installed the motor, told us that he could tell it was already working, and left despite my boss insisting on him waiting an extra 15 min so she could make sure that it was working. After he left, she noticed he didn't reassemble the fridge correctly.
About an hour or so after the install, I contacted Javier to let him know that the fridge still hasn't cooled at all and that we noticed he didn't reinstall the filter. He argued about the filter, claiming that the filter shouldn't have been there at all and that putting it back would void the warranty on the motor. I told him it was definitely supposed to be there because we actually have 2 of those fridges so we can compare it to the untouched one. It's unfair that the warranty would be voided if it was used as the manufacturer intended.
Beyond that, he said he had other appts to get to and he'd come back to check if he could squeeze me in. I sent him a few texts over the next few hours, updating him on how the fridge hadn't cooled at all. At the end of the business day, he didn't come back, so my boss actually unplugged the fridge.
When Javier came back the next day, he said he couldn't do anything since it was unplugged. He also said that based on what we're telling him, we need that second part for an additional $1000+. My boss was very upset and ended the transaction. Side note: you might wonder why my boss unplugged it. The fridge was actually giving off heat, and if it had been left plugged in for the 24 hours Javier wanted it to be, the second part definitely would've taken damage and would've needed to be replaced for sure. Interpret that how you want.
We ended up hiring a second company to come fix it and the new guy said that Javier incorrectly installed the motor. There was no need for that second part at all. He just fixed the motor install in less than 10 min and the fridge INSTANTLY started cooling.
I reached out to Javier to let him what happened and request a partial refund because his work was unsatisfactory. Javier indirectly accused me of lying and I offered to let him come check out the work. He didn't take me up on it and he agreed to reimburse what the second company charged.
Pretty words from him, but I actually had to constantly remind them for both a receipt and the refund. The emailed receipt took at least a week to get even though Javier kept telling me the office took care of it. The check was supposedly coming in the mail, so I gave them more slack. But a week or so passed and nothing. Javier told me the office mailed it to the wrong address and would send another. Another week or so, I check in and they claimed to have sent a second one. Another 2 weeks pass and I just request it in the form of a bank transfer instead of a mailed check. Finally, I get the partial refund.
So again, it comes down to: would I hire them again? Absolutely not. read more