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| - 3/20 Update: After two days filled with numerous calls back to this company attempting to speak with Denise, the manager, I finally was able to get ahold of her at 10:30 this evening where she proceeded to tell me that because they are not refunding my money because Reuben "fixed the issue " How is that if when he got here, he did nothing more than unlock my doors because I was late for work because of their mistake? She then said that they did me a service by not charging me for unlocking my doors! The reason I had to lock myself out of my car was because of the issue that was supposed to resolved by my $350 repair? Would they reimburse me for my vehicle got stolen because I didn't lock it? Regarding the horrible communication issues, she gave me some dry apology and said that it would be handled. And the reason it took over 3 days to return my calls was because I'm not her only customer. So because they are "busy " decent customer service goes out the window? Great company motto! I'll make sure to mention it when I file a complaint with the BBB.
Horrible customer service!! DO NOT USE THIS COMPANY!!!
Two weeks ago around 8pm, my key got stuck in my ignition. I called this company and they sent out Reuben to repair this issue. Turns out the ignition lock cylinder needed to be replaced. Reuben was able to replace this part that evening so that I would be able to get my son to school on time. I paid the agreed upon $350 for this service and we went our separate ways.
This past Saturday evening after running a few errands, my key wouldn't come out of the ignition, again. So, I called this company back to have someone come out to look at it. I was told to lock my car doors(I only had one key) and Reuben would be back out around 8am the following(Sunday) morning. Turns out that Sunday was Reuben's day off but it took me calling them several times asking about Reuben's eta and almost 4 hours to figure this out. No one thought to check the schedule that morning to make sure the correct people were working. Did they send out a different technician to resolve my issue? Nope. I did get an apology and them telling me that Reuben would be at my place Monday morning to fix this issue before I needed to leave for work at 7:30am. Do you think that they followed through with this?
Monday morning rolls around and I'm patiently waiting on Reuben to arrive so I can start my work week. 7:15 goes by, no Reuben. 7:20 and no Reuben. 7:30, no Reuben. At this point I attempt to call this company again to find out what's going on. All my calls miraculously go straight to voicemail. I must have called 25 times and no answer. Reuben then texts me that he is on his way for my 8am appointment. How is my appointment at 8am when I told the manager and assistant manager that I had to be at work at 8am. I continue trying to reach out to this company to find out where this miscommunication happened. At 8:05am Reuben arrives, at this point I am livid and still has not gotten in contact with anyone from callorange.com. Turns out he sent a message to this company informing them that he would not be able to make it to my place until 8am and since they made the mistake of scheduling him on his day off, if they could reach out to me to confirm that 8am will be okay. He sent this message at 11:26am Sunday. Why didn't anyone call me to inform me of this?!Which So to Reuben I look like a psychotic person blowing up the company's phone asking about an appointment that to him has been confirmed at 8am. ( it turns out they were screening my calls and instead of answering and explaining the situation they insisted on continuously texting Reuben that he needed to call me.) To me, it looked like Reuben is flaking on an appointment that was confirmed before 7:30am with the management team. At that point I just ask him to unlock my doors so I can prevent being even later for work and I let him know that I will be requesting a full refund. Not because I was unhappy with his previous repairs but because of how this company totally dropped the ball with this situation. He agreed that this was handled unprofessionally and he would be reaching out to regarding my refund.
I finally get through and the gentleman took down my information and said that his manager would give me a callback at 3pm when she got. I ended calling her at 4:30pm and she seemed totally confused about the situation. After informing me that because she has no record of my credit card payment and because Reuben is a third party contractor he would be responsible for my return. Even though the invoice given has their company information on it, stating that I am authorizing callorange.com to take the $350 due for the repair. When I further questioned her about that, she said she would speak with Reuben and call me back. That was 5pm this evening...
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