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| - Full disclosure: I did not have any repair done by this company because my home warranty did not cover it. So please note, this review is NOT for services rendered.
This is one of the least responsive service companies I have dealt with. I left a few messages starting February to the beginning of March. I was not even called for an appointment for a diagnosis until a week after I filed a warranty claim with my warranty company. That is not to say I didn't TRY to reach out to them. I tried, and tried, and finally gave up and just waited until I almost forgot about it when they did call.
The technician that came out to diagnose the problem on my 'microwave oven over the range' seemed knowledgeable enough, but I wouldn't really know since no work was done. The thing is that when he asked what the problem was, I made the mistake of telling what I THINK is the problem rather than telling him what was not working. That's a tip for you folks out there: NEVER NEVER NEVER assume the 'why' - just tell the technician what's not working and let him do his job to figure out why it's not working. I did the opposite and told him 'why' I thought was wrong, so we BOTH assumed that it was just the buttons that needed to be replaced. He didn't even disassemble the vent area to see if it the vent was working. He just microwaved a glass of water and said it works. The buttons, by the way, was not covered by the warranty because the buttons by itself is not considered a mechanical failure. But one of the broken button directly controls the vent, which because was broken, we can't even test if the vent works or not. Thus, I have not been able to use the vent.
We proceeded to sign the diagnoses work order. He asked me to fill out the bottom and write specifically, "Microwave works, buttons broken," because he says the warranty company doesn't trust the companies to fill that out or something. That's another mistake I made; I was like thinking, what do you mean the microwave work when I can't even use the vent? ... That is my fault for not properly addressing this issue. If you can't tell by now, I am taking responsibility for this miscommunication and therefore have not pursued this company - not that I can get them to call me back ever to talk about it...
Afterwards, I did not hear back from this company. I wasn't even given a courtesy call that my warranty didn't cover this job. There was absolutely no communication on their part. It was like I was no longer worth their time because they already took my money. I had to call, leave a couple messages, called some more, tried ALL the phone numbers listed for their business, and FINALLY was able to speak to someone. When I called, it wasn't even about that $75 non-refundable deductible because I wasn't looking to get it refunded. All I wanted to know was how much MORE do I need to pay for them to get the buttons fixed. The rep (same lady rep with an accent) said she'll go home to find out and let me know. Guess what? It's been 2 weeks. I haven't heard back. I have no idea why they don't want more money from me, but this lack of communication has caused a ton of time wasted, and time IS money. Even if they were to call back just to tell me it's going to cost too much money, I could have assessed the situation, come up with a different plan, and I could have even hired them to install a new microwave oven. There's so many things I had to put on hold simply because they have not called me back in a timely manner or flat-out not call me back at all. I have really under-stated all the time wasted and didn't even talk about the frustration they've caused. It is why this review is giving this company a 1 star.
As of 03/2017, their service call to come out and diagnose is $35, fyi.
Update: I didn't realize I received a response from the company, but I will respond to it with this: company said, "...not covered by this warranty company and there is nothing we can do. This is the reason, why we didn't contact this customer after that..." Hmm, sounds like you really should have contacted your customers to tell them what they needed to know instead of ignoring them. I stand by everything I've said and would not call this bad advertisement at all since no review is left for services, but definitely terrible communication on your part.
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