ComplaintsforNational Platinum Service

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a **refrigerator from ****** last year Apr2022. We have been having issues with the refrigerator recently and reached out to ****** as it was under 2 year warranty.****** opened a ticket with ** and ** opened a ticket with their service provider National Platinum Service(***). Details are as 8/9 : We got an email from ****** that a case has been opened with **/*** with caseno:RNN230809070827 stating they will be reach out to us.8/11 As we didnt received any response or call from *** we called them to enquire about our case and sent the error showing on refrigerator,** model details and ** app error to the *** via cell***********) as asked by them. They said they are going to check the error code with their team and get back to us on 8/14EOD. We didnt got any call on 8/14. 8/15 We gave a call to *** to enquire about our case again. They didnt had any update on our case and said will get back to us by EOD. 8/16: After doing the follow-up with *** again they said that a part has to be replaced and they have placed the order with **. 8/17: After following up with ** and ******, they said that the part has been delivered at 10: 14 am on 8/17 with ***** tracking number ************ but, *** denied that they didn't receive the part.8/18: *** still denied that the part has been delivered and it is not showing up in their inventory. 8/21: They still denied that the part has not been delivered & it is not showing in their system.They don't have any answer when it is going to be? and how much time it takes to track that part and when serviceman is going to come to fix it.It's been 15 + days that we contacted ****** and we are without refrigerator for these days but we are left alone and the *** is still rebutting of receiving the part from **.We are a family with 3 small kids and have been dealing with this issue in hot summer. There has been heat advisory and our food had been spoiling day by day. Each day we are calling for status with *** but no progress

  Business response

  08/22/2023

  We do regret that you are not happy with the process that we have explained from the initial communications that were made on Aug 11th. Also, we do apologize if you do think that we are denying anything that you are asking. We were just informing you of what is what and what is not. We were informing you of the part that the manufacturer wanted us to order for the repair for the error code that you were seeing did not arrive. If the packing list that ** sends out or any other vendors sends to us is in different boxes due to the quantity and the size, one box that *** pertain to that packing list will show that all items are delivered and the one that is separately boxed will arrive later. Of course the information that you have received for the tracking number showed on the 8-17-23 according to ***** and ******* but we get this all the time from the deliveries that sometimes it shows up a couple days later even though the tracking info shows on a certain date. Our parts department actually received a batch of packages today on 8-22-23 and the part that we were waiting for *********** arrived today.  The customer ********************** representative that actually informed you of such information, that the part did not arrive was telling you the truth and that we do apologize if they did not explain it to you in a way that you would understand. Our office will get in contact with you soon to see if we can accommodate you and get you scheduled for service right away. 

  Customer response

  08/27/2023

   
  Complaint: 20505900
  
  I am rejecting this response because:

  
  As informed by ** and according to the FED Ex Tracking # ************, the part was dispatched on 8/16 and the part was delivered on 8/17 10:14 a.m. It's because of the urgency of the matter that ** dispatched the part on next day early morning delivery, it's a fault in NPS system which has taken 4 working days to enter the part in system. Also, your representatives herself has told that even if ** says that the part is delivered, and it is not entered in our system we can't provide you an update and will still show as undelivered. It may take 3-4 days to update the part in the system.

  The message i got in the early morning at 10:52 a.m. from National Platinum Service (NPS), that your backroom did not receive the part and after raising the complaint with the Better Business Bureau (BBB) during the noon time, i got a call in the evening that we got the delivery of the part.

  There are two things either ** or NPS is on the default part and i believe it is NPS. ** has given the tracking number but, it is a fault in your system which has taken 4 working days to update the information in your system.

  
  Sincerely,
  
  ***********************

  Business response

  08/28/2023

  Once again, we sincerely apologize for the delay in ***********, that was completed on 8/232023. As explained previously, when we order parts we order multiple parts at the same time. Due to the sizes of the parts, at times ** will split the order into two or more boxes. Unfortunately, ** system tracks the order and when the first package of the order arrives it shows the entire order as received. Unfortunately, in a lot of situations not all of the packages arrive at the same time. 

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On Sunday, March 5, our washing machine broke. We contacted the warranty company in order to obtain repair service and were directed to Nation Platinum Service of ******, **.We were told we would have an appointment on March 10 but then, after obtaining information about the issue we were having, the company said they "needed 2 technicians" to service our repair and eventually scheduled us for March 14.When the technician arrived, it was one person (not 2, which was the original cause for delay), and they did not have any parts to complete the repair even tho I described the issue in great detail.The technician said that the "parts were ordered" prior to leaving our home and we could expect them in 5-7 business days and then the company would call to reschedule a technician to come back out and complete the repairs.It is now March 23 and I have not received any communication intiated by National Platinum Service. I have tried to call but always get an ambiguous voicemail greeting but still leave messages with my contact information. I continue to reach out to them via text, the same number they accepted our photos with, and rarely hear back from them. The latest response, March 22, said they "have no information" regarding the parts needed to complete our repair.We have a baby and dogs, in addition to 2 working adults, living in the home and are now going on nearly 3 weeks without a washer and no information on when we may expect it to be repaired. Independent research indicated that I could receive the described needed parts in 4 business days but National Platinum Service is taking much longer.We have now spent money at the laundromat and are going to have to do so again as National Platinum Service (NPS) does not seem to be able to actually provide service or any condident information for their consumers.I have no idea how NPS has an A+ BBB rating when our experience has been 1-star or less.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  This location of National Platinum Service came out to service my dishwasher in June 2021. The service technician was able to come in my home while I was at work as I run my own business and it's hard to step away. He supposedly fixed the issue but three weeks ago my dishwasher stopped working again and began flooding my hardwood floors day and night. I called National Platinum Service to resolve the issue. They technician entered my home and then called me stating he refused to diagnose the issue and turn off the flooding of my floors since I wasn't there. Why did he allow me to let him in the first place. The water damage continued and destroyed my floors. National Platinum Service then refused to come back out to my property and make this right while the flooding continued. I have damaged floors and still my applicance doesn't work after they worked on it.

*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. ↩