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Paid for service, service not received

Friends Tek - Paid for service, service not received
Paid initial fee and have yet to receive scheduled service almost a month later! Unfortunately our Samsung refrigerator stopped cooling after only a year after purchase. We contacted Samsung and they submitted a ticket for repair with Friends Tek LLC. We (my husband and I) paid the initial $100 service fee (via credit card) for someone to come out to repair what is likely the compressor. They said a "Senior Tech" had to do that service which they only have one of. They scheduled for the technician to come out on Monday January 18th which we thought was odd because that is a federal holiday, Martin Luther King Day. Nevertheless we were grateful as we need a refrigerator/freezer as we have a small child that relies on formula and medication that must be refrigerated. The 18th came and went without receiving any form of communication from Friends Tek. So we reached out and were told we would have to reschedule for that coming Friday, January 22nd (4 days later). They were supposed to come this time between 12:00pm &;;;;;;;;;;;;;;;;;;;;;;;; 4:00pm. That date and time came and went. No call, no email. And again we reached out asking what happened? The customer service lady who may I add was extremely rude, said "our senior tech had a family emergency". We then asked why we weren't informed of the cancellation and her response was "I can't help if someone has a family emergency". My husband let it go and asked for a reschedule at that point she gave us the next available date of January 29th! Another entire week later! We asked if someone else could do the service because we have an infant that relies on refrigeration for medication and formula. She then informed us they only have one "Senior Tech" in the company that can do our repair. Today (January 29th, the day of the apparent repair) came and around 10:30am we received a text message saying that the Technician is sick and can't finish the rest of his repairs for the day and that the earliest reschedule they could do is next week on Wednesday February 3rd. At this point it has become fraud as we have paid for a service and yet we still haven't received said service. We feel like 2/3 will come and they will again be a no show! We have lost around $500 dollars these last few weeks in formula and having to continually repurchase dry ice every couple of days to keep her medication and whatever food we can salvage cool. We have contacted Samsung and they claim that Friends Tek LLC. is the only company in Georgia that can repair our refrigeration issue. Whenever I contact Friends Tek, the representative either hangs up on me, transfers me while I'm still talking or says "do you want to reschedule or not". When I've asked to either speak to a manager or simply receive their email information she simply transfers me to a voicemail. Weve now found several complaints on BBB very similar to our situation. We have paid for a service that we have not received, we have lost formula and medication in this process of waiting and have received zero response or resolution to our issue.
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ID
#2399701 Review #2399701 is a subjective opinion of poster.
Loss
$300
Preferred solution
Deliver product or service ordered

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