Sweet's Appliance Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowFirstly, I left several voicemails the week prior to the appointment at the number given to us by Whirlpool, leaving my husband's phone number and asking them to let us know what was going on, as Whirlpool recommended we call ahead to see if there was any information on a timeslot for the appointmentI called 1/at 12:24PM, 1/at 9:53AM, and finally received several calls from the company the morning of the appointment to let us know what timeConsidering that my husband and I both work, this is a very inappropriate action on the business's end to let us know when to be home the day of the appointment. I can send pictures of my call logAdditionally, we called Whirlpool and confirmed their phone numberWhirlpool then called them on that same number and confirmed the appointment for us
Secondly, we asked the business to please keep us updated with the part delivery, as we would need to take off work in advance in order to be home and not get penalizedThe business has consistently refused to understand this, and never called us to inform us of part delivery, or the part being lateIt is incredibly inconsiderate to expect a customer to be home with an hour’s notice, especially when all we asked was to be kept updated
Thirdly, even Whirlpool questioned the “only Wednesdays” rule, and was not aware of itWhirlpool also stated that this is a new contract that they are still working out the details onFourthly, as the technicians were leaving the Wednesday after the diagnosis (2/3) my husband asked again if they could please call him Thursday or Friday to let him know if the part was shipped or delayed so he would have time enough to properly request off workWe received no callsI had to call in the next week to be told on Tuesday that the part was “not in yet” along with an assortment of other excusesWe really are not/were not concerned with the part itself being lateIt happensHowever, downright refusing to let the customer know so appointments can be properly scheduled is ridiculous
Fifthly, the lady on the phone needs to learn how to speak with customersShe does not let the customer speak, she avoids answering questions, and should never had called me back to tell me (falsely) that my husband yelled at herI can’t imagine what else you’d expect other than a frustrated customer when you refuse to communicate with them and the customer is forced to use only that companyThere is no rhyme or reason to this business’s excusesWe are happy the part is fixedWe are still not impressed with the lack of professionalism
Additionally, it is still ludicrous that the business expects the customer to somehow be able to take off work the day of, expecting the customer to have no important work that needs to be taken care of that day, as the business seems to expect by calling the day of an unscheduled serviceOf course my husband didn’t call back until after he got home from work on Friday, 2/It is beyond comprehension that this business is still in business after this is how they treat customers.
Regards,
*** ***

I have been in the Appliance Repair business and working for Whirlpool for yearsWe were asked to take on the Richmond area years ago and service the area on Wednesdays only doing dispatches on that day of the weekOur dispatches provide us with customer's information, make, model, and
serial number that we have to confirm, once with the unitThe customer did place order for repair on 1/25/16, and had a scheduled service date/ dispatch date on 2/3/to go and diagnose the unitWe did not receive any calls from customer before the dispatch dateWe called the customer the morning of 2/3/to schedule a time for service and to give a hour window on when we would be arrivingThe customer confirmed the appointment timeWhen technician arrived, he could not find the residenceThe address took him to an apartment complexHe called the customer to ask if she lived at the apartments, she stated "Yes! apartment 436" She asked if we could please call her husband and gave us his phone #We called the husband to let him know that we arrivedHe went on to tell us his diagnosis and what the problem was with the unitWe told him that we still had to come in and do a diagnosisThe dispatch that we received did not have their name correct, or address correct with apartment #, and only had her phone numberWhen we finally arrived at customer's house, we went in and ran diagnostics on washer and found that it needed a door lock assemblyWe checked stock parts and did not have one in stock for that modelCustomer's husband stated I told you that you should have brought the part with youWhen I apologized that we had to check the unit out first and we would have to order the part, and IF the part came in on time that we would be back the following Wednesday 2/to repair, and we would call if the part came inThe customer called Tuesday 2/to inquire about the partI told her that the part has not arrived and that I will call our parts distributor to get an estimated time of arrivalShe asked if I would call her husband with tb2t information because she was at workAfter getting an ETA on part, I called her husband and let him know that the part should be arriving in the next days from distributorImmediately in a rude manner, and raised voice says this means I'll have to wait another freaking week if this part doesn't come inI said sir I understand your frustration, we order the part and try to get it the fastest we canHe rudely interrupted me speakingSo I said sir, I will give you my husbands (the technician) phone # for you to speak to himHe rudely interrupted again and said Yea go ahead and freaking pass me onto someone elseI said sir have a good day, goodbye and hung upCalled the wife, she stated her frustration to me, and I apologized for the long wait, and told her if the part did not come in Wednesday that I would ask the tech to make a special min trip there to repair if part came in before the following WednesdayThe part came in on Thursday eveningCalled husbands phone to let them him know that we would come up Friday to repairWe did not get a return call back until Friday evening @ 630pmWe called customer on Monday, 2/15/to make special trip to repair unitCustomer confirmed appointmentWe do not appreciate our business being treated the way these people have didWe did not screw up anythingWe apologized, and understand their frustrationsAll we can is order the part and we try are best to get the part as fast as we can, I sincerely hope the customer is happy with our efforts to get the unit repaired

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Firstly, I left several voicemails the week prior to the appointment at the number given to us by Whirlpool, leaving my husband's phone number and asking them to let us know what was going on, as Whirlpool recommended we call ahead to see if there was any information on a timeslot for the appointmentI called 1/at 12:24PM, 1/at 9:53AM, and finally received several calls from the company the morning of the appointment to let us know what timeConsidering that my husband and I both work, this is a very inappropriate action on the business's end to let us know when to be home the day of the appointment. I can send pictures of my call logAdditionally, we called Whirlpool and confirmed their phone numberWhirlpool then called them on that same number and confirmed the appointment for usSecondly, we asked the business to please keep us updated with the part delivery, as we would need to take off work in advance in order to be home and not get penalizedThe business has consistently refused to understand this, and never called us to inform us of part delivery, or the part being lateIt is incredibly inconsiderate to expect a customer to be home with an hour’s notice, especially when all we asked was to be kept updatedThirdly, even Whirlpool questioned the “only Wednesdays” rule, and was not aware of itWhirlpool also stated that this is a new contract that they are still working out the details on.Fourthly, as the technicians were leaving the Wednesday after the diagnosis (2/3) my husband asked again if they could please call him Thursday or Friday to let him know if the part was shipped or delayed so he would have time enough to properly request off workWe received no callsI had to call in the next week to be told on Tuesday that the part was “not in yet” along with an assortment of other excusesWe really are not/were not concerned with the part itself being lateIt happensHowever, downright refusing to let the customer know so appointments can be properly scheduled is ridiculousFifthly, the lady on the phone needs to learn how to speak with customersShe does not let the customer speak, she avoids answering questions, and should never had called me back to tell me (falsely) that my husband yelled at herI can’t imagine what else you’d expect other than a frustrated customer when you refuse to communicate with them and the customer is forced to use only that companyThere is no rhyme or reason to this business’s excusesWe are happy the part is fixedWe are still not impressed with the lack of professionalismAdditionally, it is still ludicrous that the business expects the customer to somehow be able to take off work the day of, expecting the customer to have no important work that needs to be taken care of that day, as the business seems to expect by calling the day of an unscheduled serviceOf course my husband didn’t call back until after he got home from work on Friday, 2/It is beyond comprehension that this business is still in business after this is how they treat customers.
Regards,
*** ***