Complaint / review text:
I called on June 12,2013 at 8:30 to schedule an appointment to repair a refrigerator. They were supposed to come on that same day between 1 and 4. I verified the address and gave them my cell phone and they were supposed to call when they were on their way. I waited at my home from 12:30-8:30 pm and no one showed up. I called at 4:30 pm for status and after waiting over an hour on hold, I got someone live. The woman told me that they were probably running late, to wait for them. I asked them to please call and confirm the technician’s status, but they said they did not have a way of reaching them. I did not believe them, but they assured me that they would come. I waited until 8:30 and no one showed up. I called again and the operator told me the service had been completed. I told her no one came to my house and my refrigerator is still broken.
The person then told me that they went to my old address and fixed the refrigerator. I told them that I doubted someone let them in at my old house to fix a refrigerator that was probably not broken and that no one called me on my cell phone like they were supposed to. I asked them to have someone come tomorrow morning to fix my refrigerator. I have two small children and I'm pregnant. She then told me that the dispatch was closed and I had to call the next day. I called again on Thursday and they said that they would give me an appointment for Friday tentatively because their system was down and they would call me later and confirm. They never called me. I called this morning to confirm whether they were coming and they did not have anything in their system. They couldn't even find my information.
Finally, they found it and wanted to give me an appointment until Tuesday. I told them I need a supervisor. They told me the supervisor was in a meeting that he, Robert, would call me in an hour, before 12:30 P.M. Pacific Time. I waited and he did not call me. I called back and wasted another hour on hold for the supervisor. The supervisor finally answered my call after 45 minutes of being on hold again only to tell me that they would come on Monday between 10-2 and that they would not compensate me for anything. They would not come in today or on Saturday. Unbelievable. I do not recommend their service to anyone. Horrible experience. Supervisor did not try to solve my problem. Not apologetic. Said they would file a complaint against the service company but did not acknowledge that it’s been their mistakes this entire time. I am still without a working refrigerator. Let’s see if they fix it on Monday or if they will waste another day.