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Complaintsfor4MD Mechanical
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Complaint Details
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Initial Complaint
02/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our stove stopped working one night in October 2021 and gave us an error code. We put in a service call with the extended warranty company who dispatched the call to this company. It took a couple of weeks for them to come out (November 1st) but they agreed to bring the parts relating to the error code sight unseen as that was the most likely culprit. They replaced the parts only for the error code to return immediately after the power was turned back on. The tech spent some time on the phone with his superior who said they will be reordering the parts thinking they're defective. It's been over a month now and they refuse to return our calls. We've been without a working stove for almost 2 months now and we're no closer to a working stove than we were when it first died.Business response
20/12/2021
Business Response /* (1000, 5, 2021/12/08) */ The call was received from the Extended Warranty Company *******, based out of Quebec, on October 20th, 2021. After message left, we scheduled the CX on for November 1, 2021. After attending the CX's house we ordered parts; once the parts were received, CX was scheduled back on; the parts were faulty and were re-ordered. The CX was made aware that the parts were on backorder. Also after the backordered parts were constantly delayed through no fault of ours as appliance parts have been difficult to acquire (which is a problem with any service company), during COVID. I had spoken with the husband on a couple of occasions explaining the issue. Also, when CX's have been waiting for an extended period, it is our practice to send back to the extended warranty company advising them that the parts are still on back order and see if they are able to locate them. The warranty company had not been able to locate the parts and we were advised by them (*******) to wait for the parts. We had sent this to the extended warranty a few times, with the same response, wait for parts. It was not until today, Wednesday, December 8, 2021 that the warranty company cancelled the call, as they were replacing the unit. The CX was informed throughout the process, not everyday like she was expecting, but felt the need to put the blame on us the service company for not supplying parts, and not addressing that their extended warranty company was not doing more for them, i.e., replacing the unit. The CX had spoken to the warranty company (as I had informed them to do so), but still believed we could do more for them. We do the service, not underwrite the warranty, nor make the decisions if a CX has been waiting an excessive amount of time to replace the unit, that is their extended warranty company's decision. I am sorry the Cx feels that we did not do more for her.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.