I contacted Vic's based on the positive feedback. We were able to schedule an appointment easily, however Vic called five minutes before the end of the ""service window"" to tell me he was 35 minutes away. Not off to a good start. Upon arrival, he was very friendly and went right to work. He assed the fridge and explained when the freezer was attempting to auto defrost, the hose that drains the water was disconnected, hence causing the thick layer of ice at the bottom of the fridge. Vic was in and out within 20 minutes. Unfortunately, after several days the same problem began happening again. Vic was called out to the house again, and once again fixed the problem. Within a day or two, the ice was beginning to build up again. I gave up on calling Vic's again and instead called Sears. What a difference - Sears took the door off the fridge to really get in there and spent over an hour fixing the fridge, at the same price as what Vic's charged. Four days post repair, and knock on wood, the freezer has no ice build-up or frosty conditions. Plus Sears gives a 90-day warranty of repairs. I had hoped to give more business to Vic's but he was not able to repair my freezer to my satisfaction. He was though friendly and cleaned up the repairs well.