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| - Usually, if I don't find the business on Yelp, I don't take the time to add them. Yet, I received the worst service from this business I took time out of my morning to add and review them so others won't be so unfortunate to encounter this headache.
I called Whirlpool to have my washer fixed. It's a Cabrio my husband and I bought brand new in 2006. There has been a known issue with an error code "F 51." About an hour after my call ended with Whirlpool, Appliance Rescue called to confirm my appointment and ask further questions about my Cabrio washer. I explained in detail and they did not understand that Whirlpool would be covering the cost of the parts because Whirlpool did not send a 3 digit code to them telling them so and they refused to call Whirlpool. So I spent 3 hours calling back and forth between Appliance Rescue and Whirlpool to finally get an answer, "The technician will just have to call Whirlpool when he gets to your home for the approval code." I was also told that their labor fees were not hourly and were based on difficulty, and that the price would be in the range from 60$ to $120.
I waited almost a week, the technician came. He came with the wrong part, a fast talking mouth, and a misunderstanding that I know nothing about my washing machine. I told him, in detail, what was wrong with the washer, the error codes, I even had to run the diagnostics test for him, and then I hung back and watched him. He continued to insist that the error code I gave him was the wrong one, even though it was flashing on the washing machine, and that we also needed the (wrong & more expensive) part that was not covered by Whirlpool (i'm guessing to make up for the loss of getting the wrong part), until I had to flat out tell the guy to just replace the part that is on the work order. When it came time for him to call Whirlpool to get his approval code, it was like pulling teeth to get him to call. He finally did, and had a Whirlpool tech on speaker. The customer service tech from Whirlpool, to my surprise, said the parts AND labor were covered as this has been a known issue for this model Cabrio. When the Appliance Rescue tech got off the phone, he wrote up the work order and told me that labor would be $160, to which I promptly reminded him parts AND labor were covered. He kept insisting it wasn't, so I had him call Whirlpool back. After a 2nd confirmation from Whirlpool, he then called his office and gave them the approval code and they confirmed it as well.
An hour after this shoddy tech left, I received a call from Appliance Rescue telling me that there was a misunderstanding and that the labor would not be covered. At this point, I felt that continuing service with a company that gives me this much difficulty over replacing a part was not worth the headache and I also had a bad feeling the tech would continue to insist we needed the other part we do not need (if I can't trust a technician, there is no business). So I told Appliance Rescue to cancel all my business with them and I called Whirlpool, explained my grievances, and they expedited my service with another company - who is super fantastic and much more professional/organized, had no issues confirming the information Whirlpool sent them, and more concerned about getting my washer fixed ASAP than questioning the legitimacy of Whirlpool paying for the part.
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