Worst customer service ever. Was forced to use this company because they are the approved extended warranty service provider for my KitchenAid refrigerator.
About two weeks ago called extended warranty company to arrange for service, sent the dispatch to Aptco Appliance Sales & Service and I was informed someone would be calling me to scheduling an appointment. I informed both the warranty company and the service vendor that I needed a call 30 minutes prior to the tech arriving as I only work 15 minutes from my house and I was not going to take a full day off from work. (the only appointment window they could give me was 8-5).
On the day of the appointment I received a phone call shortly after 1 pm saying I was the techs next call, I left work and went home. Where I proceeded to wait around another hour and a half before the tech arrived. When he arrived he barely said 50 works, no hello sir, no apology, nothing. Came in, I explained to him my issues, he listened to my refrigerator and then told me he had to order parts and someone from the office would call to schedule an appointment.
This past Tuesday received call saying that parts were in and they would like to come out to do the work on Wednesday. I informed them that Wednesday would not work and Thursday afternoon would be best. The dispatch lady grumbled and made some excuse that they only did all day appointment... blah blah blah ... I reiterated that I needed a call 30 minutes prior to tech coming out and that I only work 15 minutes from my home so I was not taking off a full day of work to sit around waiting for a technician to show up.
Yesterday (Thursday) received no phone call, and as I had another appointment in the afternoon I headed home. When I got home called Aptco to find out where the tech was and was treated rather rudely. Told that they called me at 9:45 AM and left a message, that I should have answered my phone, yet there is absolutely no call record on my cellphone of any incoming call at 9:45 nor any message left. Was told that I was next on the techs scheduled but he might not show up because he has a dentist appointment. Oh really! Now I was irate, why schedule someone if a) you can't make it and b) don't you think it would be common courtesy to call the customer? Was again told I should have answered my phone as I would have been informed this, WTF! Told them to get a tech out here now and that I was sending them a bill for the time I had to take of work, etc.
Was transferred to Garry (service manager or owner?) he was a little more apologetic explained the situation, tried to make excuses for the person answering the phone, the dispatcher who apparently called me at 9:45 and the technician. Told him I did not care that I wanted this fixed. He told me he would call the tech and get back to me, which he did surprisingly, unfortunately the tech was not answering his phone and the prior call was taking longer than expected. So I should not expect him today. Wow, great customer service. So now I have to take another day off work to get my fridge repaired. What he did promise me was the tech would be here first thing in the morning.
And first thing Friday the tech arrived, again no hello, how are you, sorry I missed your appointment yesterday, not even a smile. Just walked in past my wife to the kitchen and started working. Don't think he even said two words the whole 2 hours he was in my house. He even ignored my son (who is 4) when he said hello or even tried to talk to him. Extremely rude and unprofessional.
Will never use this company again, even if I need something repaired under warranty.
