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Complaint Details
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Initial Complaint
01/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In November 27th, 2023 I submitted a Service Request through my ********************* *** American Home Shield to service my stove top where the 4 electric burners/elements stopped working. The Service Request was assigned to ****** at Montezuma Appliance.On November 30th, 2023 ****** from Montezuma Appliance arrived and confirmed the 4 burners/elements were not working and would need to be replaced. ****** said he would submit the Authorization Request to order the parts and would get back to me.Texted ****** at Montezuma Appliance on November 30th, 2023, December 1, 2023, December 20th, 2023, January 9th, ****, January 12, ****, January 16th, **** and January 26th **** to get an update. 7 Texts and still NO RESPONSE on any of these text messages.Called *** on January 22, **** and January 24th, **** and January 26th, **** . Each time the *** Rep called Montezuma Appliance and received no response. On January 24th, the *** Rep spoke with ****** and he said he didn't receive an authorization to place the order for the parts. *** Responded with we never received your Request. She gave him until Friday, January 26th to get the Authorization Request submitted. Called *** today, Friday, January 26th, **** and received the same answer that Montezuma Appliance still has not submitted the Authorization Request to order the parts.This is not the 1st time that Montezuma Appliance has done this to me. The Better Business Bureau assisted me with my last complaint against this company and I hope that you can assist me again. I did inform *** to note my account that I will not accept *** assigning my appliance Service Requests to Montezuma Appliance. I have been left without a working stove for 2 months, all through the holidays and still no response.Please, help me get this resolved as *** refuses to assign it to anyone else because it has already been assigned to them. So *** won't help and Montezuma Appliance is simply refusing to respond and I continue to be stuck with a non-working stove top. I pay my monthly premiums to *** and I paid my $75 Fee for the Service Request. But still ********** and my Service Request remains open and unresolved.Thank you in advance for your time in assisting me with this.Montezuma Appliance Phone # is ************** this is the number that I call and send texts to.*** ************** Thank you ************************* ************************** ************** *********************************************************************
Business response
01/26/2024
Hi, sorry you have had issues with this. I will be checking up with ****** tomorrow morning to check status and make sure you are called tomorrow as well on 1/27. If anymore issues arise past that you can reach out to us via email as well but I need to research your work order to determine the problem. I would also like to note the service fee isn't paid to us at Montezuma, so we don't have any income from this job until it is closed out that fee is only paid to your home warranty. Either way I will be in touch with ****** tomorrow morning so we can get your issue resolved. Sorry you have had issues up until this point. You can also reach my cell at **********.
Thank you,
**************
Montezuma Appliance Repair
Initial Complaint
03/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They did not complete repairs and will not return calls. The dryer is worse now than before they worked on it.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.