Business ProfileforWooten Appliance LLC

STAY AWAY from W***** Appliance! Completely incompetent with horrible customer service, from their rude, highly unprofessional technician Neal to their aloof office staff-person Rosemary, to their owner Daryl W***** who refused to respond to our requests for him to speak with us and reneged on his pledge to take over the job after we complained about Neal. On Neal's first visit to diagnose why our ice-maker isn't working, he charged us over $100 for barely even looking at the inside of the freezer before saying that he knew exactly what the issue was. Then he came back a couple weeks later with the parts he ordered and discovered when he got to our home that the box he brought didn't include all the parts he needed. So then he came out a third time a couple weeks later (we arranged for W***** to come when we were not in the home) and installed all the parts, but two days later when we checked the ice-maker, it still wasn't working. After we told W***** Appliance, they sent a different technician out for the fourth visit. We never heard back from W***** after their fourth visit to our home and had to call them again to find out if this technician completed the job. We were then informed that the technician isn't sure if the issue is related to something being wrong with the wiring or the control panel, and we were given the option of incurring additional charges for W***** to continue trying to fix the ice-maker or we would only be charged for the original fee for Neal's first diagnosis visit. We chose to cut our losses and find a more competent and customer friendly company to fix the problem. W***** is the absolute worst!

Mr. L********* is welcome to his opinion. Wooten Appliance is a company that has been serving DC and Maryland for over 20 years and has a maintained one of the highest customer satisfaction ratings in this region. Not just among our competitors but including all residential repair services. We can not do that by performing the way Mr. L********* describes above. We are sorry that his experience did not go the way we would have liked but as we tried to explain to him his problem should not be with us, it is really with the manufacturer of his refrigerator. We attempted to repair a problem that is a known problem with Samsung (in which there is a class action lawsuit for the same issue). After our original diagnosis we returned to install the part only to find that one of the parts was not included in the kit that was ordered. We informed him of this problem and told him he would have to pay more for the additional part because it was no longer included in the kit. He became furious and blamed our technician for being incompetent and rude. He called our office to complain about his experience and asked that the same technician not be assigned to return to his home. Subsequent to that call we found out that he was really upset because he thought that he was being charged for the extra part as well as extra labor. So after confirming with the owner of the company Daryl Wooten that there was no additional labor we set up another appointment. At this time he had moved out and had a lock box there for us to complete the repair and since he would not be present during our visit we assumed he would not care what technician returned to complete the job, so we allowed the original technician to return. Unfortunately the attempted repair still did not solve the problem and at that point he proceeded to attack our company on every platform that he could possibly find. We're sorry that our attempt to repair his refrigerator did not go as intended however we were not given the opportunity to resolve the issue with him. He seemed to be more interested in shredding our reputation than resolving the problem with his refrigerator. We are a company that deeply cares about our customers and we regret that we can't satisfy every client even though that is our sincere desire and expectation.