Customer ReviewsforHome-Tech

Mr. C*** spoke with our customer service representative Pat on August 20, at 9:29 am. This call was recorded. 
After reviewing the recorded phone call, I found that Mr. C*** did inform Pat that the glass on the door of his electric GE oven was cracked on the inside. He believed this was caused by a storm, "electricity popped off," he opened the door to see the glass cracked. Pat explained to him that we do not order parts before a Tech physically diagnoses the problem, and decides what is needed. We do not do this because most parts can not be returned or have a restocking fee. If the customer is wrong or decides they do not want the repair, we are out of the cost of parts. 
Pat also informed Mr. C*** that our service call for that area is $129, plus parts, labor, and tax. He agreed to these charges before the scheduled service.

The prices he was given at the time of service were an "estimated amount" for parts and labor. 
Mr. C*** states that he found the OEM part cheaper online. This price does not include shipping and handling, the cost to install it properly by a highly skilled Technician, or a 1 year warranty on that part.

After reviewing all of the call recordings, I have compiled the following information regarding this complaint.

******************* contacted us on January 11 requesting service for her dryer that was making a scratching noise while in use.

Her appointment was scheduled for Monday, January 15.

On Monday, January 15, ************** called and requested a later service call time frame than she was originally scheduled for. We were gladly able to accommodate her request.

When the tech arrived, he found the dryer drum slides were worn and this was what was causing the noise.

The Tech placed an order for a maintenance kit to repair the dryer on the same day as the service, Monday, January 15th at 3:54 pm.
It was approved through purchasing first thing on Tuesday morning, January 16th at 8:27 am.
Home-Tech received the part on Monday evening, January 22nd.************** was contacted early morning on January 24th at 9:31 am to schedule a date for a tech to return to install her part.
************** agreed to Monday, January 29th.

On Monday, January 29, our dispatch office contacted ************* as a courtesy to let her know that our Tech was ahead of schedule and wanted to see if she would like the Tech to come sooner than her original scheduled time. This is only done as a courtesy and would not affect her previously scheduled service time if she declined. 

During this service call her parts were installed. While installing the maintenance kit, the tech noticed additional issues with her dryer. One of the wires from the timer was burnt and shorted the timer. He determined that the dryer would need a new timer. This is not a common part that is carried on our trucks. It would have to be ordered.

************** called in almost immediately after the technician left and demanded we schedule her to have parts installed that were not in our possession yet.
Her Liaison explained that this is not our normal procedure and that the part has to be ordered and, in our possession before it can be scheduled to be installed. She was assured that as soon as the part came in,she would receive a call to install it.

After almost an hour on the phone with **************, she became verbally abusive and began screaming at her Liaison. ************** asked for Home-Techs Presidents contact information and then hung up. She then called customer ********************** and threatened to submit a negative review every time she did not get the response that she wanted.

**** our ********************** Manager tried to call ************** on January 29th to see what could be done within reason to resolve Ms. ****** dissatisfaction.

She answered the phone googly ****, refused to answer him,and hung up.

**** attempted to call her back many times and was sent straight to voicemail.

*******, our ********************** Agreement Manager contacted ************** on January 30th to let her know that her part should be here by the end of this week and that we will call her to schedule a time to install it as soon as it comes in. ************* thanked her and asked if ******* knew her situation.******* responded yes and *********************** up on her.

We understand that ************** may be frustrated with some of our policies and procedures and are doing everything in our power to ensure she receives the A+ quality service our company is known for.

************** has been provided the contact information for our ********** ********************** Agreement Manager, and ********************** Manager.
We would love for ************** to reach out to us when she is ready to resolve this issue.

Mr. M,
Thank you so much for taking the time to leave us this wonderful review. We are very happy that you are pleased with our customer service and the services we provide. It means the world to us! 
-The Employee Owners.