Product review (1 stars): Poor service and lack of integrity by GE threatens medically-fragile daughter's health
Our GE Profile french-door, counter-depth, stainless steel, and much-loved refrigerator, purchased from Home Depot in September, 2015, suddenly began to freeze everything just 10-11 months later.  It has been a nightmare trying to get GE to stand behind their product.  An even worse "replacement unit" is sitting in our home right now because of the run around from GE's customer service department.  This is the letter sent to them tonight...

Good evening, GE,

You have written of a refrigerator with a Keurig, indicating that you believe this is my overriding concern.  You are correct that my first complaint with this replacement unit was that it is not the one I believe I asked for verbally, but you have missed what has occurred since then.  That concern has long since been superseded by the fact that this replacement unit sent by GE is freezing everything solid since 24 hrs after installation, and I am having to throw things away every time I open the door.  Secondarily, each day, it seems, one of us notices another flaw not noticed at first.

However, these are now just side issues.  It seems I need to be extremely clear and straightforward: This "replacement" unit began freezing everything in the refrigerator section within 24 hours of being installed.

If my only complaints were that I requested and expected the model with the Keurig; or that there are a number of scratches on the front of the fridge (some of them deep enough to feel when running fingers lightly over the door) when our own unit which we'd had for one year looked new, by comparison; or that the door to the freezer does not glide as it did on my own unit, but sticks and makes the door difficult to open, requiring we wrestle with it each and every time we want something from the freezer...these would all raise serious concerns about GE's choice in a replacement unit, as this fridge isn't worth anything near what mine was worth.

But, those are all secondary concerns.  The overriding issue at hand is that the fridge does exactly what my own, superior quality fridge was doing...it is freezing everything from produce, to dairy, to thousands of dollars worth of my daughter's medications which contain live enzymes and require stable refrigeration.  Worse, the replacement unit GE sent us has been freezing from the time it was installed in our home.  Within 24 hrs, items were found frozen in the refrigerator section.  My own fridge didn't began freezing anything until after nearly a year of use.

I no longer care one whit about a Keurig, although I do care that this fridge is not what I asked for (cannot trust GE), is not new (GE has no integrity and cannot be trusted), AND is freezing items (a health hazard for my daughter).  The replacement unit sent by GE, promised to be "of comparable quality," is clearly defective and I have no idea why GE felt it could be dumped on us as a replacement, but it must be removed and I must purchase a new refrigerator.  My medically fragile daughter's health is at stake.  Her pharmacist is doing some research to determine whether the thousands of dollars worth of medications in this defective fridge must be thrown in the trash or if they're safe to use.  Of greatest concern is  the respiratory medication which comes in vials for use with the nebulizer, and which has live enzymes.  However, I will ask the pharmacist tomorrow about the many other medications she has which are also stored in the refrigerator.  Her medications are paid for by insurance, are strictly accounted for due to insurance rules and regulations, and are so costly that I cannot afford to replace them.  I will not risk her life on allowing GE more time to play around with her health.  You have removed our quality refrigerator which had no flaws other than the freezing, and replaced it with a damaged floor model, a second, a refurbished unit.  I don't know the history behind this "replacement" unit which I was promised would be of comparable value, but it most definitely is not comparable value.  If GE did, indeed, have our refrigerator crushed, as Pardini Appliance claims, then your company is extremely foolish.  Ours was a beautiful unit with ONLY the one flaw that it froze things.  GE did not send a repairman to our homefor that fridge, saying it was impossible to find an available repairman.  Instead GE replaced our beautiful refrigerator with this ugly, damaged monstrosity which ALSO happens to freeze everything, and now GE wants to repair this damaged unit, which was damaged long before it arrived here.

I don't know what is wrong with GE that there is no integrity, no compassion, no willingness to stand behind GE appliances.  All I know, all I care about, is that GE has seriously compromised my daughter's health and risked her life by creating this huge mess.  My daughter is sick now as I write, has been for a little over a week, has visited the E.R. just a few days ago, and has an appointment with her pulmonologist (3 hrs away from our home) in a few days.  I have no time nor energy to "fight" with you over this refrigerator.  The fact that nobody at GE cares even remotely about my daughter's health or her life is appalling.  Whatever it takes, I need this defective refrigerator out of here ASAP so that I can put a working refrigerator in our house.  I will never buy GE again.

You have written, "We understand your frustration in dealing with this matter."  Unless you have a 23 year old daughter with global developmental delay due to a young, homeless birth mother trying to abort in late pregnancy by running into walls and throwing herself belly first on the floor, a beautiful baby girl who you brought back to life several times in infancy with mouth-to-mouth resuscitation when she stopped breathing, a child who has direct and silent aspiration (smiles at you as liquid runs into her lungs instead of her stomach), a beautiful daughter who was injured through no fault of her own and who has lived with respiratory failure and frequent pneumonia from infancy, a child who also lives with bronchiectasis, choreoathetoid cerebral palsy, chronic gastrointestinal problems, obstructive sleep apnea, asthma, corrected atrial septal defect (open heart surgery and several weeks on life support in the ICU, all before her 1st birthday), unless you know what it is like to watch your beautiful, non-verbal child struggle to communicate, trapped in a body that won't work, a sweet child who's brain was damaged by a hurting, frightened, birth mother who was also a mere child...unless you are the parent of someone like my sweet daughter, a beautiful young woman who came to our family at 3 months diagnosed "failure to thrive," fed by me for months every 1-2 hrs around the clock with an eye dropper, unless you have lived through long hospitalizations trying to sleep at your child's bedside 24 hrs/day in uncomfortable vinyl chairs and the occasional cot with nurses and physicians traipsing in and out at all hours...unless you have learned to give your child the life-saving medical treatments necessary to keep her alive and then spent years educating your local physicians in their offices and at the E.R. because no one in your area has ever heard of most of your child's medications, medical equipment, or complicated daily treatment regimen...unless you are also the mother of a precious child like my own who blesses the world with her sweet, tender spirit, her gentle touch on the arm of a stranger, her eyes that speak volumes of love and draw in people everywhere she goes, a child who inspires total strangers to approach you, the parent, to say how she has just blessed that person with her loving smile and her gentle touch...unless you are a parent to a daughter like mine, you have no idea.  This is not frustration.  I have fought to keep my daughter alive for 23 years and have succeeded.  I have called Medicaid directly when needed medications were not approved, and I have obtained that approval.  I get up in the middle of the night to adjust her respiratory support, to give extra treatments.  When she is sick, I give 4-6 hrs of respiratory treatments daily that involve 5 respiratory medications, percussion, in-exsufflator, nebulizer, and suction...treatments she cannot get in the local ICU unless I take her equipment and medications with me.  At night she sleeps with respiratory support, oxygen when needed, and is monitored all night, every night, with an oximeter which has a loud alarm to wake me when her O2 drops dangerously low.  When she is well, I give 2 treatments a day, which still take 1 hour each.  We are blessed that the local doctor in charge of our E.R. has immense respect for my knowledge of her needs and tells me he will follow my lead in a medical crisis.  We were just there on Monday, as she is showing symptoms of an infection we have never seen before in her 23 years of life.  If this infection has anything to do with the constant problems maintaining proper temperature in the fridge...if this progresses to a life-threatening stage...you can bet I will not be silent about GE's part in making her sick.  What on earth is wrong with your company?  Do not tell the mother of a child like my beautiful daughter that you "understand" her "frustration" unless you want a mother's rant.

You want photos of the scratches and other damage on the fridge.  Sheesh.  Two of my other kids have taken on this challenge.  I have no time for that.  Hear me now...this replacement unit is defective, a second.  It began freezing everything immediately.  My daughter's health is deteriorating.  I am an extremely busy working mother...why on earth do you presume you can call my house and reach me without an appointment?  Do you think I have nothing better to do than sit by the phone watching for a phone call from GE?  We walked in the door this evening, exhausted after a long and busy day, only to discover that you tried to call me at home today...despite the fact that I specifically wrote this morning and said I would not be near the phone.  I am as honest as the day is long and place great value in personal integrity.  It's a shame that GE does not also place similar value on it's own integrity.

I need this fridge out of the house.  I need the money refunded.  I don't want another replacement unit from GE.  GE has had weeks to get a working fridge into our house and totally bungled it.  My daughter's fragile health has no more time for GE's games.  I am a single, working mom whose work day never ends.  I have no idea how I will accomplish this, but this refrigerator must be out of this house ASAP to make room because I MUST purchase another refrigerator.  The only thing I know for sure is that it will NOT be a GE.  I will be going to Home Depot, where I made the original purchase.  They have met my daughter.  They are compassionate people and care.  You have written as if having a Keurig was still the issue.  Believe me, I have lived without a Keurig just fine and can easily continue to do so.  Please see above and re-read this entire email if you or other GE representatives are still unable to understand my concerns.  This problem with the refrigerator in our home freezing everything has been going on for a month because GE replaced our beautiful fridge which froze things with an ugly, second-hand fridge which freezes things.  If there is even ONE person in GE who actually cares, my daughter needs that ONE person to contact us and make this right.

This refrigerator needs to be removed immediately and a check needs to be issued for the original purchase price of the unit we chose as a family with such high hopes last September, 2015.  I realize GE is trying to drag this out until the 1 yr coverage expires on September 24, 2016, but my daughter's health doesn't have that kind of time for game-playing and delays.

Please.  My daughter needs one person who cares.  I will not consider repairs to this defective unit nor will I consider another replacement unit.  A defective monstrosity, otherwise known as a "replacement refrigerator of comparable quality", sits in our kitchen taking up space and continues to force us to throw out costly food items that have frozen every time we open the door for another meal, another respiratory treatment, or for my daughter's needed thickened water.  It seems I now must determine how to pay to have this monstrosity hauled out of here and how to find the funds to purchase a new unit and pay to have it installed, as GE refuses to do so.

In the meantime, I'll try to find time to compile and attach photos and send via email on the cellphone...just as soon as I can find a spare moment.  It's nearly 10 pm.  My daughter mentioned above is finally in bed on respiratory support after her last treatment regimen for the day.  There are dishes to wash and two jr high siblings who need my assistance with homework.  Tomorrow will start way too early for my tired body and brain, just like the majority of my days.  I do it all for love and I love what I do.  There is no more time in our world for all this game-playing by GE.  My daughter needs and deserves to have a working, reliable refrigerator.  I paid somewhere around $2,700 to be sure she had what she needs and deserves for her expensive medications.  Now, just when I need to spend $1000 on winter tires for our vehicle that gets us in and out of our slick, steep, and icy driveway and safely to and from our many responsibilities, such as school, physicians, and specialists in the city, it seems I'm out that $2,700 for my still new refrigerator and must begin to figure out how to pay money I don't have and cannot afford to spend for another unit, because I will not accept another replacement unit shipped blind from GE.  My daughter has no more time for your games.  I will not allow GE to continue to take risks with her life this way.  I have no idea HOW I will meet her needs without GE backing us up, I just know that my daughter needs this and I WILL find a way.

A mother who cares