I booked a dryer repair with this company. Firstly, we were told they would come Thursday morning. When no one came, we called and they said no one would come until 1-3. Luckily the actual repair man called and was able to come at 12:00, his name was Andrew and he is the only person I've dealt with in this company who has been helpful. Anyways, Andrew came, replaced the heating element, said the dryer was fixed and I paid him and was happy to have my dryer fixed. I would have given a 4 star review at this point. We noticed that the dryer still wasn't fixed later on and called the company. This was on Saturday. No one was able to come for another service call until Monday morning, when they would be calling us. When no one called, we called and they changed the time again to 3:00pm. Very frustrating. I explained that this wouldn't work and we needed someone this morning. The manager was VERY rude. I asked if they'd be willing to give me a refund so I could call a 24 hour repair company as i needed it fixed STAT. The manager yelled "ABSOLUTELY NOT," and then threatened to have no one come at all, even though I already paid for the service. I was forced to accommodate their schedule after I'd already booked 2 appointments. I was forced to wait, and Andrew came back. He said that the dryer was fine and that I must need my vents cleaned out. I paid for my vents to be cleaned out by another company and they said there was absolutely nothing in my vents, nothing to be cleaned out. COMPLETE WASTE of another $100. I called the company back again and explained this to them. I asked to speak to a manager or leave a voicemail or send an e-mail and the lady who i spoke with refused to give me any information that would allow me to do this. She said she would have Andrew call me and when I asked when the appointment would be she said she had no idea and she said, "maybe if you get off the phone the repair man will call you and you'll find out." I just wanted a rough estimate, would it be the same day? Tomorrow? Andrew called and was able to come the same day. I found out that the lady I spoke to at the office told him I was threatening her... even Andrew agreed that this didn't make sense and all I wanted was for them to fix my dryer... a service i already paid for, and paid to have my vents cleans un necessarily. DO NOT USE THIS COMPANY.
- Approximate cost of services:
- $250.00
- Company Response
Well .... obviously we just couldn't make this customer happy no matter how hard we tried and I truly believe we tried. The serviceman bent over backwards for her, rescheduling and canceling previously booked calls so he could get out to her dryer as soon as possible, the office scheduled her recall as soon as possible, the receptionist would contact the service tech immediately to get her all the info she insisted on having ASAP and she was "not charged anything for the second call" even though it was not related to the burnt out element on the original service call.......
The original call was on a Thursday for a dryer "not heating" which was a burnt out element, the service tech replaced the element and the dryer was heating properly when he left and still continues to heat properly. The customer phoned on Saturday to advise us that the dryer was not working properly. Our service dept is closed on Saturday but the parts dept is open and the parts person advised the customer that we could not help them Saturday but would have the service tech call her Monday morning and he could see if he could fit her in as we were already booked for Monday & Tuesday but we would try to fit the call in for her. The customer phoned early Monday morning demanding that we dispatch a service tech out immediately. We promised to have the same service tech she had been happy dealing with previously as soon as possible in the early afternoon and that it was absolutely not possible for us to have someone out immediately. She told me I had to have someone out ASAP or she would be report me the the BBB and that she worked there and she would also call her lawyer. The service tech arrived early PM and found the Blower on the dryer and the vent Blocked with and extreme amount of lint etc. She did call the receptionist ask for the manager but he was not in the office and that is al she was told ( She was not told she could not have any contact info all of which is on the internet anyways???). The receptionist contacted the service tech immediately on the other line for the customer to find out what time the tech would be there he told her he would call the customer right away and set a time up with the customer directly so there would not be any miscommunications again. The customer continued to complain to the receptionist about her dryer and other none related problems she was having in her life. She kept the receptionist on the phone for such along time that the service tech called the office back stating he could not get through to the customer questioning if she was still at home, that is why the receptionist suggested that "maybe if you get off the phone the repair man will call you and you'll find out what time he will be there." The final result of this long story is... the unit was repaired again for a "different problem" this time as soon as we possibly could and the "customer was not charged anything" ..... and she is still not happy??