ComplaintsforOn-Site Appliance Repair LLC

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a scheduled warranty repair service call for a ******* washer on Thursday 1/26/23 8am- Noon time window appointment was cancelled a little after 10 am due to truck issues. First available rescheduled appointment wasnt until Monday 1/30/23 at 8am. At 8:35am contact was made by me due to no arrival of technician. Call was returned at 8:50am saying they were now on the way. **************************, arrived at 9:18 am. After a few minutes, he asked me to come and look at my washer. He showed me several broken pieces and damaged areas. He informed me that he didnt believe my unit was repairable and would contact ******* to proceed with an exchange. I asked when I could expect an update and he said if I didnt hear back by 3pm to call. I called at 3:18, call was returned at 3:43 he said he had updated the information and ******* would reach out he would be in the office until 4:45. I called ******* and they spoke to him at 4:40. I left message with him at 5:07 on 1/30 no response Called 1/31 left message call returned at 11:33 he said he was finished with ******* he didnt do installs. Spoke to ******* on 1/31 and 2/1/23 2 more ******* people have spoken to him and 2 have left messages and I has sent escalated email to ******* and no response has been given. On 2/1/23 ******* enforced me that the repair ticket was improperly closed by ******* and a new Service Repair Ticket had been issued to him. No response from On Site Appliance to myself or ******* has occurred. ******* is saying I must wait on him to provide documentation on the condition of my unit or start all over with a new Service Repair Company. I meanwhile have been without a working washer since 1/16/23. I need On Site to complete the documentation so that ******* can proceed with my repair exchange.

  Business response

  02/15/2023

  Hello,

   

  The customer was very rude while setting up appointment due to the time frame she had to wait. There was another company that could not come out to her home and ******* sent us the work order and the appointment was set on 1/31/23. The customer was adamant about receiving a new unit due to the problems she was having with the unit. The customer was informed that ******* has the final decision on the unit due to the unit being under manufacture warranty. ******* was updated several times about the state of the unit. The customer began to call our office and try to force a decision that we are not able to make due to ******* being in charge of the warranty. The customer was very rude from the start of scheduling and not open to letting us get the issue resolved through proper chain of commands. The customer stated she could not wait and she needed a unit that same day and could not wait. 

  *************************

  Owner

  On-Site Appliance Repair LLC

  *************

  ********************************

  Customer response

  02/15/2023

   
  Complaint: 18966838
  
  I am rejecting this response because:

  ***************************** from On Site Appliance Repair has falsely represented my actions and has neglected to included factual details of our interactions as consumer to business. My original complaint noted several details that were not addressed in his response. His response claimed that I was rude from the onset of our communication and didnt address any of the details of rescheduled appointments, no contact for broken appointment times and late arrivals; or for the lack of compliance from ************************ requesting him to complete my service ticket correctly. He was contacted by ************************ multiple times through voicemails, direct voice conversations and emails. To my knowledge and direct communication with ******* Customer Support four separate ******* representatives,(****, *****, *******, and *******) communicated with ***************************** from On Site Appliance Repair and even after assuring them and me he would complete the Service ticket with the correct information so that my exchange could move forward on 1/31/23. ******* neglected to provide the correct information and even cancelled my Service ticket. ******* made a final attempt to reach out to him on 2/1/23 with a new Service ticket number. (******* through email and voicemail as confirmed firsthand to me through a voice call with her) ******* canceled this ticket sighting he couldnt contact customer. ********** very day left him what I suppose could be considered a rude message. In this message, I expressed to him my frustration with his lack of compliance with ******* a company he contracts with and my disappointment with his lack of compliance and communication with me. I told him that both ******* and he were giving me conflicting information and I as a consumer did not know whom to believe. I asked him to forward me proof if he had provided ******* the information so that I could back up his personal word to me and complain to them. I informed him that if I didnt receive confirmation and communication from him then I would believe *******s claims against him and would be following up with the BBB to file a complaint against his company. ***************************** neglected to contact me or my husband and went on to cancel our new Service ticket claiming he couldnt contact the customer. This was false as I had left voicemails with his company that very afternoon and was waiting his response. ***************************** came into my home on Monday January 30,2023 at 9:18 am an hour and 18 minutes after his scheduled appointment time and without initiating contact to explain why. He was welcomed and not asked to offer an explanation. He was listened to and not addressed with any foul or rude language or comments. I expressed my frustration at the situation and explained that I understood that ******* would need to take his completion of the Service ticket to be be able to move forward. I asked him politely when I could expect an update and he offered me the information that if I didnt hear back from him by 3pm that afternoon to reach out to him. I proceeded to thank him for his time and service and he left my home amicably with absolutely no conflict between us. As I stated in my original complaint I reached out to him along with ******* until 2/1/23 with no response expect his failure to comply with the ******* requested information and to cancel my Service ticket with false statements. Then his response to my formal complaint with BBB is to claim customer rudeness and offer no proof or explanation of my claim. We had to start our warranty claim completely over with a new Service Provider from *******. We had to wait until 2/8/23 for this appointment, the new provider was able to complete my Service ticket correctly that same day and we have now been issued an exchange unit with ******* and expected delivery is 2/17/23. ***************************** could have provided me with the same service and I would have been able to move forward with my exchange 2 weeks earlier. His lack of professionalism to me as the customer and to ******* the company he is supposed to represent is totally unacceptable and I want a formal complaint registered against his company for future customers awareness. 
  
  Sincerely,
  
  ***********************************

  Business response

  03/01/2023

  
   
  I am rejecting this response due to ********************************************************** false statements and assassination of our companys character Im not sure what ********************************************************** is trying to gain from this complaint which is not valid and egregious on her part. Scheduling service visits to customers homes are apart of what we do everyday for the last eleven years our company has been open.
  ********************************************************** is citing that there was a discrepancy when it pertains to scheduling which is false I arrived on time to the scheduled appointment between the hours of 8:00 am and 12:00 noon the customer was irritated with ******* due to a previous company being scheduled and they did not service her area which her claim was sent to our company. We can not start a claim and the customer has not contacted our office. There are protocols we as a company should follow and there are protocols for customers to follow which on this case ********************************************************** did not follow. During the home visit the customer was rude and very demanding about her unit being repaired or being replaced expeditiously and I stated to her we cannot make that judgment due to the fact ******* has final decision on warranties for customers. I contacted ******* during the home visit spoke with the tech department and they took pictures of all of the broken parts for the unit in question.I presented the findings to ******************************* and she preceded to say I do not want this to be fixed I want the unit replaced. I stated Im not sure if they will ***** you a new washer I can state in my report the findings and let ******* take over from there. No one can force something to be done you have to work with all parties involved to accomplish the goal which the customer believes they can say and do anything without consequences and write false complaints. As the customer stated there was a new unit delivered to her home and they are satisfied by that unit working properly what are they trying to gain by filing a false complaint. ******* has spoken with me several times about the ticket in question. In this situation I found a lack of customer decency and someone trying to belittle our companys integrity. At the end of the day the customer wanted a new unit and did not want the old one repaired. We as a company can not go around filing complaints on customer just because of rudeness or any other gesture. I totally reject this response from the customer and will continue to reject.
   
   
  *************************
  Owner

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