Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to ******* about a recall on my model # WA52J8700AW/A2 top load washer and they assigned the work to ******* Appliance Repair to be completed on 1 November 2024. I took off work for the appointment and they never called or showed. I called them on 1 November, and they told me they didn't have a work order. I called ******* right away and they told me ******* canceled the ticket. I asked ******* again to arrange for the recall repair and they gave me a new ticket # and assigned it to *******, and again ******* canceled the ticket that same day. I called ******* again and received a third ticket number and was assured by ******* that everything was correct and ******* Appliance Repair would come to my home on 11 November to perform the recall work on my washer. I called ******* to confirm this and they told me they had no work order. I told him that ******* had advised me to tell ******* to call ******* if they had any issues with this third ticket. ******* said he would do that when they received the work order, but I never heard back from them and they never showed up. I called ******* on 11 November, and they told me ******* again canceled the ticket. I don't understand why and how ******* can simply cancel a work order. I am a customer simply trying to get the recall work done on my washer. How can ******* be a authorized by ******* for repairs but they can't effectively communicate? I am stuck in the middle with a safety issue on my washer and I have no resolution. Please help me to find one. I would also request that ******* Appliance Repair apologize for their lack of professionalism and my lost work time. They should not be an authorized repair company for ******* when they can't communicate effectively with the company they work for/with. The three ticket #s are/were *********************2, and **********.

  Business response

  11/22/2024

  We apologize for the negative experience you have had with our company in regards to communication and lost work time.
  
  When we receive a work order from ******* we have a limited time to accept that work order. ******* informs the customer that they should be contacted by the service company that they have assigned it to within 2 business days for scheduling. During this time we review the ticket to determine if everything is in order for customer coverage and details to be completed. This takes place before the ticket is actually accepted or declined by the service company. At acceptance of the work order, we contact the customer directly with scheduling details. If it is declined, it is reassigned to another service company. 
  
  
  Unfortunately, this ticket was sent to us incorrectly by showing "out of warranty" which means that the customer is responsible for the **********************. We followed ******* policy and declined repair due to out of warranty. When that happens they are to either correct the ticket on *******'s end and return it to the current assigned servicer or reassign it to a different service company that will proceed with the details of the work order as it is. 
  The customer should not have to pay for a ********************** that ******* will cover but the correct documentation has to be in place before the job is assigned and completed or ******* will not pay the service company and expect the customer to be responsible for it. 
  
  
  Our staff was communicating with the customer that there was not a correct work order with the details required to proceed. There were multiple communications not only with the customer and *******, as detailed in the complaint,  but also with our staff and ******* stating that the correct documentation was not on any of the 3 tickets that they sent for us to service. We communicated with ******* clearly that the documentation needed to be corrected before we could proceed with repair. 
  
  
  On 11-19-24, we finally received a correct work order, details documented for coverage of this repair as it should have been from the very beginning. 
  We immediately reached out to the customer by phone and email to get her on the schedule to complete the repair. After multiple attempts to contact the customer she returned our call to schedule on 11-22-24. We scheduled our first availability of 11-27-24 and we will be taking the recall kit with us to complete the repair. 
  
  
  We apologize for the delay in the repair that was out of our control but we look forward to completing the repair and taking care of the customer. 

  Customer response

  11/28/2024

  The recall repair was finally completed on 11/27/24. It should not have taken almost a month to get this task completed. Jerrys nor ******* formed me when the first three work orders were canceled. Therefore, I sat home awaiting a service appointment that both companies knew were not going to happen. Coordination between Jerrys and ******* needs to improve and communication with the customer should be priority. I was told ***** is the only service provider for ******* in my area. Therefore, Im left with no other options and I would like better communications if any of my ******* appliances need service in the future.

  Customer response

  12/02/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩