ComplaintsforFactory Appliance Services

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trust me when I tell you stay far away from this place! Unfortunately for me I bought my appliances at Hahn appliance (Samsung fridge) and purchased the extended warranty. Little did I know that this company, THE ONLY company that they use for repairs. My freezer went out in June 2021 and since then these people have has to come out every couple of months to fix the same thing MY FREEZER! If I had another option trust me I would use it! I've called and begged the warranty company to use a different company or allow me to pay for my own repair and reimburse me. No other repair companies that they contract with in the area and they would not reimburse payment at this time. These people have had to come out to fix the SAME issue well over 6 times! Which leads us to today, well yesterday. It's sad to think how much food and money have gone to waste from this fridge going out! It's honestly been well of $1000 worth of food. Back in June my freezer went out yet again after them having to reschedule several times and it taking over a month for parts to come in and my whole fridge to quit working my fridge was finally fixed in the end of July (or so I thought). Which leads us to today, well last Monday (Aug 15th) when my freezer went out again earliest appt I could get was yesterday (Tues August 23rd) from 11-5. At this point the fridge side is no longer working either. So yesterday (Aug 23rd) I called at 1240pm to confirm my appt and was assured that the service tech would be there sometime between 11-5pm. Well I never hearing from anyone (phone or text) and the repair man never came by so at 507pm I called to see if he was still coming and to my surprise the office was closed and there was no way to get ahold of anyone other than leaving a message and getting called back eventually. So this morning I called when they opened and I spoke with one of their outstanding employees (Laura) who as usual, was as rude as ever. The repair man must be a family member of hers
  

  Business response

  08/24/2022

  We have  made contact with this customer and made arrangements with her to complete the repair to her satisfaction. The part that is needed was ordered today directly from Samsung to try to speed up the process of the repair. While our tech was in the her home today we explained the process of the repair going forward. Then we made a follow call to her to answer any further questions she might have.
  
  

  Currently, we have addressed all her questions and concerns.
  

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