Is this a regular stand-alone fridge (i.e., not a built-in)? If so, you should be able to roll it out. If he was unable to roll it out then it sounds like it is wedged in. If that's the case, I can understand him wanting you to move it out but you might be able to negotiate this with the company. It doesn't hurt to ask.

The basic rule of thumb is if it's a normal install we pull the unit and repair it.

If it's unusual, not standard, extremely tight, possibility of damaging a "special" floor, sitting at a different level than the floor (some people tile up to the refrigerator but not under) the customer may be responsible for having the unit removed. Sometimes this is paying for an extra helper tech that your warranty doesn't cover.

Yes, it is stand-alone, and it does, in theory, roll out. The problem seemed to be that the floor tiles do not go all the way under the frig, so it is in a depression. It probably needs two people to do it, or one very large man.

Oh, you didn't tile under the fridge - big mistake. What about your dishwasher - you'll have a bigger problem if you ever need to replace it. Some people at least put plywood under them so they're at the same level.

The tiling was done in 1984 - long before we owned the house. I've already replaced the dishwasher twice, no problem. There is plywood under the frig, and the level is not very different.