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  • I want to preface with saying that I am basing my review and rating on one excellent repair man, two awesome call center reps, and a miscommunication with a not so great teach. Technician Opi was assigned to repair a plumbing issue in our home. From the moment he called to say he was on his way to the end of the job he handled him self with excellent customer service and professionalism. He went above and beyond with his work and we are extremely grateful for honest , hard-working techs such as him. I also only have wonderful things to say about two women that called go schedule our two separate problems. They too were very detailed in their conversation when scheduling our appointments for plumbing and the other for appliances. They stated they would follow up before the end of the day to give me more up to date info and they did just that. Their tone was friendly and both were extremely knowledgeable and helpful when I had many questions. My not so great experience came with the second tech that was sent to our home to repair our dishwasher and dryer. My first issue was that he was scheduled to come between 10am and 2pm. It was after 1pm and we had not received any info on his ETA. Suddenly a CSR calls and states that the tech said he called us and was unable to reach us. We had no missed calls. Tech also stated that he was AT our home and we were not there. Not true. We made sure to be home all day for that very reason, we understand why they give a 4 hour window. When we told the CSR we were home he said he was outside. We waited outside for him for 10minutes before he even showed up. Giving false information is very unprofessional. Upon his arrival, he was not pleasant and or personable. He was able to fix our dishwasher but not our dryer. The information he gave to use was that we likely had a clog in out vent and he would have to have another tech come out and take a look at it. We should be receiving a call that evening or or next business day to schedule. Didn't receive a call that evening or next day. I followed up the next day (day 2 ) to see what the status was and I was on hold for 18 minutes . 10 of that was a repetitive message saying that my call was important and I should be speaking with a rep in about one minute. After someone finally picked up , I was on hold for an additional 8 minutes on your typical hold music (not as annoying as the previous recording ). Come to find out the tech notes stated that we needed our vents cleaned (something that's not covered in our warranty which I completely understand) and that the job was done. My frustration was he lied to begin with before arriving at our home and gave us completely different info to us directly vs what his notes stated on the work order. I hope that when dealing with this company in the future the tech be honest and if he is in doubt he check with the company before saying to the customer something that is not correct.
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