We purchase a frigidaire refrigerator and extended warranty 4 years ago. The water dispenser in the door started running of its own accord in Jan 2008. We placed a call Service Net/Maytag and received a claim number as outlined in our extended warranty agreement. Tech came out, replaced valve. Severals month later, problem recurred with same resolution - call place, claim number received, valve replaced. Third time in June with same resolution. When the third repair of the same part in six months failed within days, we called Service Net and were told that each call was good for 30 days. This is not noted in our agreement, but it's understandable. So Service Net sent out yet another tech, who didn't replace any parts but who diagnosed a wiring issue and ordered parts. The parts came in two weeks later and he came out to install them - and the parts promptly shorted out and filled the kitchen with smoke. The tech then called the fridge in as not repairable.
Three weeks later we received a buyout offer of $599 in a letter on Mayytag letterhead with with Service Net in the address. We were expecting the "lemon" clause in our agreement to be in force and to get either the full replacement purchase price of our fridge ($794) or a new fridge.
When I called Service Net, they explained that they were discounting the $794 by the cost of the service calls. They also said they had no record of the first two calls since the tech didn't file for reimbursement from them and those calls thus didn't "count" - so the lemon clause didn't apply. I offered to send them copies of the service tickets so they would have the documentation that the same parts had been replaced three times but they were not interested since the tech has only 30 days to file for reimbursement, and said the only offer we were getting was the settlement for $599. I tried to explain that there was nothing in our agreement about Service Net's agreement with their service providers but ran into a brick wall.
Maytag/Service Net is not honoring the terms of our agreement. We want the full retail price we paid for this appliance as stated in our contract. Whatever agreement they have with their service providers about how calls are made and followed up on has nothing to do with our agreement with them. We have the three claim numbers, we can document what was done, and the lemon clause should be honored.
It's only $150, i know, but it's the principal of the thing.
Thank you for any assistance.