Business ProfileforWest Houston Appliance Repair, inc

I tried to use a referral from a business review magazine for West Houston Appliance Repair. They scheduled me 4 days in advance with an appt time of 11am-1 pm on a Friday. At 9 am the day of the appt. I received a text message stating my four hour window was 10am-2pm (note 2-hr extension). I replied as requested via text and CONFIRMED the new appt. window. At 9:33 am I missed a call from the technician, and at 9:34 missed a call from WH Appliance Repair (I was in the bathroom) telling with voice message telling me I had to reschedule. I called them back at 9:45 am and was informed that I would have to reschedule to a different day because I did not immediately confirm that someone was home. I was at home. Further, I would have been home at 10 am, as already confirmed via text. The call informing me I had to reschedule was made only 1 minute after I missed the Technician's call. Totally unreasonable. Thanks to YouTube I can probably fix this appliance myself. Again, a one minute window to respond is ridiculous, especially after already confirming. I can confirm all times and messages because they are saved on my phone. I should have looked on the BBB website first, like I normally do.

Hello thank you for contacting us, unfortunately our time frames for repairs is based on a 4 hours windows. As mention the technician called you to inform you he will be there in the scheduled time frame of 10 to 2 (we offer a 4 hr window, not 2 hr as mention), followed by a office call, if no information or contact is being made by the customer in question 10 minutes after trying to reach you, the system automatically reschedule as is part of our guidelines, that way we can still offer customer an accurate time frame and we don't go over estimated time of arrival. Keep in mind we do call 30 minutes before arrival, so if called was made around 9:30 technician would have arrived at 10. Also if technician called, they are instructed to call no less than 2 times and afterwards call office wich takes way more than 1 minute difference between 2 tech calls and office calls. This is based on information provided by this review as we have no records of service with George Medley.