ComplaintsforSuper Service Center

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an extended warranty in my dishwasher with *****. ***** selected this company to do the repair order which included replacing the dishwasher drain pump The worker removed the dishwasher to replace the pump. When removing or reinstalling my dishwasher he damaged my counter tops. Also the dishwasher is no longer mounted its moving all over and I can barely open drawers and cabinets

  Business response

  07/09/2024

  First of all let me explain the chain of events as they happened on our end. The service call was assigned by ******** ******** for extended warranty repair to the Super Service Center on 6-12-24. When our technician went out on 6-18-24 to actually repair her dishwasher he noticed the unit was installed improperly. He could not even examine the unit. He told Ms. ******** he did not know if he could continue with her repair because there was wood glued along bottom of the unit where normally there is a removable panel and the unit was recessed into the floor and he was not even sure if he could even get it out of the cabinet. He told her it was the customer's responsibility to have the dishwasher in a serviceable state for us to repair. Our tech (who also happened to be one of the owners) said it was possible there would be damage to get the unit out and in a serviceable state because of the improper installation. She called someone the phone and came back and said go ahead with the service. He made the customer aware and showed her how it was installed improperly in detail. He had to pry the wood that was glued on to first get access. Then he had to pry the dishwasher out because someone had installed a subfloor and floor but not all the way under the dishwasher. So to get the dishwasher in they had to take the legs off the dishwasher and drop it in the hole that was left from the floor installation. Now that the clips that are supposed to mount to the underneath of the counter top to hold it in place fit very loosely. In a normal installation you can see the power cord and hoses under the dishwasher and can reach in there to make adjustments and move them around. In this installation you cannot because the dishwasher is down in that hole. It is very possible the reason it is moving is it could be on one of those hoses. Normally, this could easily rectified by removing it and reinstalling but not in this installation because you cannot see underneath. In conclusion, our position is when she agreed the unit was improperly installed and knew that there could be some damage to continue the service, she allowed the service to continue and hence she's assume responsibility for the damage that was done. We have been in business for over 38 years and we pride ourselves on quality customer service and support and our A+ rating with the Better Business Bureau I think the facts speak for themselves in this matter. I appreciate your time in reviewing this material. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Today's date 10-12-21 @ 9:15am, I made a follow up call to this company. They never answer their phones, and today I asked to speak to the manager Bob regarding my washing machine. I have been without use of my washing machine since September 7, which is when I placed the service call to *****. ***** contracted with Super Service Center, who ordered the wrong parts, the technician cracked the front cover, so I'm left without use of my machine.On the next scheduled visit, he canceled due to personal reasons, now this is week three without my machine. Week four, which is today, I called and was told the part did not come in. I spoke with Bob, the manager and he was the rudest, most unprofessional person ever, then he hung up on me. I called ***** and complained. I do not want them to service any of my appliances in the future. They are unprofessional, rude, and don't know what they are doing at this business. I would not recommend them to anyone. Claim# **************.

  Business response

  10/28/2021

  I am responding to the letter you sent regarding your file ID# ******** ***** ***********. I have reviewed her complaint and offer the following response. 

  First of all let me explain the chain of events as they happened on our end. The service call was assigned by ******** ******* ******** for extended warranty 
  repair to the Super Service Center on 9-7-21. When we actually talked to the customer to triage the ticket since we were not given a description of her problem. We ordered parts based on that description on 9·8 from the warranty company as per their policy. 
  

  The parts were all finally were and we serviced the customer on 9-24-21. The tech went to install the parts, at that time he noticed the control panel and knob were cracked. The tech that serviced her was our owner and obviously if he cracked them, he would have said so but he did not They were already cracked and that was also one of the reasons her machine was not working properly. 

   

  So, yes at that time, he had to order more parts, again we ordered those from her warranty company. The warranty company would not cover the knob, as it is in her contract and stated on the paperwork they provide to us. Our representative, Chris, wanted to call her and explain to her that would not be covered but if she still wanted it, we would get it from our distributor and sell it to her directly. Ms. *********** was rude and condescending and with attitude said" you don't tell me what my contract covers, you have no idea, it's not your place to know what's covered" "you just send it in for approval and we will see". Well the warranty company denied covering the knob. 
  

  Ms. ********** told our tech she was going on vacation and would be back around October 12th and had settled on that date for the installation on the part before he even placed the order for the control panel. Well it turns out the part was on back order and when Chris called her to tell her the part had not come. in­ due to back order when she was back from vacation. Ms. *********** wanted to know Chris' name, the manager's name, the manager's phone number, etc., etc. 

   

  Ms. *********** was again rude and giving Chris an attitude and Chris was trying to explain that we get the parts from her warranty company and if they do not provide us with the part, we cannot fix the machine. Chris suggested she call the warranty company and explain she has been waiting to see if they could do anything for her and that infuriated her even more. She wanted to talk to management NOW. Bob, the manager finally got off the other phone and Chris transferred the call. When Bob picked up the call, he tried to explain the part was on back order and that was why we could not come out and fix the unit. Ms. *********** starting ranting and yelling and swearing. Bob said I will not talk to you further if you are going to use vulgar language. She continued and he said ''I am hanging up the phone now." Bob hung up the phone. 

   

  Our contract with the warranty company states, we have to adhere to their terms and condition. The warranty company is paying us for our service and providing the parts. If there is a back order situation, that is because the warranty company is not providing us with the part to fix their customers appliance. This is what the customers Warranty Company wanted and was paying us to do. Any further information or replacement is subject to the terms and conditions of the warranty with her warranty company. She never paid us for any work we performed and we have no obligation under the terms of her warranty. 
  

  We try to treat all our customers with respect and dignity and we expect the same. We refuse to allow our employees to be treated disrespectfully by any customer, if so, we discontinue service to that customer. We had their call directed to another servicer to complete her call. 
  

  
  

  We have been in business for over 35 years and we pride ourselves on quality customer service and support and our A rating with the Better Business Bureau I think the facts speak for themselves in this matter. I appreciate your time in reviewing this material. 
  

  
  

  
  

  
  

   

   

   

*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. ↩