Complaints

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Friday January 6, 2023, was scheduled to perform warranty service on a ** Refrigerator on January ****. Ddd appliances. Called Monday January *** stating they could not come on January ** as agreed to on January **** The company had not completed the contractual agreement. The company needs to perform the service or pay for a new refrigerator which costs $2,221 plus tax.

  Business response

  01/11/2023

  Good afternoon, 
  I have attached all documents to this as well about all communication with this customer besides the 3 phone calls that were made. We NEVER made any type of contract or deal with this customer; we are a service company that works for **. He contacted ** on Friday ********** and set up a date about his refrigerator, now when this first conversation happened, and the work order was sent over from ** it was after our office at closed which is at 4pm. The system shows we did not get the call in our system until 8:14pm AFTER HOURS. 
  When we opened on Monday the first thing that happens is all the new calls get looked over, so we did not know of his call until Monday ********** between 8am-8:30am.
  The owner contacted him around 9ish to let him know that we were trying to get him on the route for Tuesday ********** because we had a tech in the area. We also have a text line that we send a general message to every customer that is on the route for the next day. He was informed that the tech would be able to give him a call about 30*45 minutes before heading that way so they could make arrangements to have somebody there to meet the tech. The cx stated he would give us a call back to confirm. He called back around 10am letting us know that somebody would be there on Tuesday (either his son or grandson) cannot remember which one he said, but he stated he was over 21 and he will be there to meet the tech. We set him up for Tuesday.  The cx then called back around 10:30 saying he would not be able to have somebody meet on Tuesday so he would need to go back to Thursday or Friday because that is the only days, he is available. I tried explaining to him that we would not be in his area on Thursday or Friday, that was when everything went downhill.  I tried explaining that we run 3 different states and that each day has a certain area, ** did not contact us before setting up a date with this customer, so we never told him everything about a date. This is not even an area that we normally cover, his call is the very first call we have accepted in that area, ******* **. He is about 2 hours away from us. He stated he would be contacting ** because that would not work. 
  While he was on the phone with **, they called and spoke to us, and they were very understanding about the whole situation because a lot of service providers run certain areas on certain dates. She stated she would try to explain that to the cx as well, but he was being very rude to her. She let us know that she would be getting in contact with another service provider and will send the work order to them. While I am on the phone with ** the cx then proceeded to text our text line being rude and basically threatening us. We have never done work for this cx or talked to him before getting the call from **. ** is the one that told him about a certain date without confirming anything with us. We no longer have this call it was sent back to ** on Monday morning and the cx has still harassed us because we could not show up on the date that he wanted, when even in the ** handbooks states that if you are needing service that you are to be available for somebody to come out. 
  We tried our best to get the customer taken care of in a timely manner, we also never told him that we would not come out. I just cannot get a tech there on Thursday or Friday when the techs are in ** on Thursday's and ******* on Friday's. 
  Please contact us at any time. ************* 

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