| rev:text
| - The appliance was fixed, so the company was able to get the job done. The cost was also cheaper than I was expecting to get it fixed, which much to the chagrin of the company was probably the techs fault for misquoting us. Now onto the reason 2 stars got docked.
I originally went with this company over a more reputable company due to their ability to meet my shorter time demands. I needed the appliance fixed and the other company quoted me 2-3 weeks out of the next available appointment.
Great, I had a tech show up the same day only a couple hours after I called. The tech diagnosed the issue, reassembled the appliance, and only charged me the 29.95 trip charge. He said if it worked within 2 hours I was good to go, however he would follow up in a day to see if it was working yet. If it hadn't been he would need to come out and verify which part had failed and order the part.
No follow up was provided the next day. Another day goes by and I call the tech. He explains his schedule got busy and he wasn't able to make it out. Well that's fine and all, but at least call so we can schedule another appointment. While I'm on the phone we schedule the next appointment for two days later. He said he would call 30 minutes before the appointment and let me know when he was on his way. On the day of the appointment, at the time the appointment was supposed to start, no call from the tech. So I call the tech and ask him where he is. Out of coincidence he was just about to call me to tell me he was on his way. Great. Tech comes out, figures out which part it is, and orders it. Says when it comes in he will follow up and schedule the next appointment to replace the part. He quotes me the price of 165 for part.
No follow up again. 2 days later I call him back. Part was received a day ago, he's just too busy and wasn't able to get out to my house yet. That's fine, but at least call so we can schedule something. Again we schedule something for 2 days later. Again the time of the appointment comes and goes so I call the tech. Again coincidentally he's just finishing up and is on his way.
Gets to my house, part ordered is wrong part. Needs to order another part, will take another 1-2 days. Tech said he will follow up. 2 days later doesn't follow up, I call him to see what's going on, no answer this time. Call again, voicemail. Call main hotline and talk to owner. Owner confirms part came in earlier in the day and owner will come out personally and replace the part the following day.
Owner is now doing it right, calls me 15 minutes before appointment to confirm we're home and he's on his way. Awesome, gets to my house, replaces part. All is going smoothly. Now time to pay up. He asks me if we put a deposit on the part. I tell him outside of the initial trip charge (29.95) we haven't paid a dime yet. He says well the tech only said 177 for the replacement part, which can't be right because the universal part at its cheapest is 229, and as this was OEM it should be more. I told him it sounds like he needs to figure out with his tech where the discrepancy is in the pricing. Calls his tech, tech verifies 165+ tax for the part is what he quoted us.
I pay for the part and provide feedback to the owner about the lack of follow up received from the tech. He said I, as the customer, should have been communicating with him about when to schedule the next appointment and his tech receives orders from him about where he goes, not from us. I told him if his tech tells me he's going to follow up, I expect the tech to speak with him about scheduling and making room for the follow up. It goes back and forth with the owner arguing with me about how his tech shouldn't be contacted directly to schedule appointments as he gives out the work orders for the day and I was in the wrong to do that hence why my experience with follow ups were bad as I didn't schedule it with the owner directly. Sorry but your tech needs to contact you the owner about his plans to follow up. Don't hold your customer accountable for your techs poor communication skills with you.
So the company gets -1 star for poor customer service as it relates to following up for future planned appointments and showing up late/no shows. They got another -1 star for the owner arguing with me over basic customer service, management skills, and accountability with his techs. They still got 3 stars as the appliance was fixed and was cheaper than expected. I am happy to support local businesses but am on the fence whether to continue using this company in the future. I think I'll give them a second chance.
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