Reviews
3 Customer Reviews
Review from Jessica H
1 star07/24/2024
These guys at unprofessional! Don’t stick with appointments or show up two hours before the scheduled time and then treat you like crap because you are not home. And then instead of trying to reachedule. They get condescending and give you a tone like the mishap is your fault. Tom’s attitude toward me not being home at 11:45 when our time was between 1-4 is totally unacceptable and these guys simply do NOT care! They also scheduled over the warranty scheduled appointment because they didnt look at the calender. This appointment that was scheduled I had to wait an extra week for they just dont care!
Metro TV/Audio Tech Response
07/26/2024
Apologies for the inconsistent experience.Review from Tori S
1 star02/05/2024
Customer service fail from start to finish. Gail, the receptionist is horrible, passive-aggressive, sighs loudly. etc. Samsung told me they would be 100% covering the cost, and put me in touch with this appliance company. Their scheduling department is horrible, and asked me "why didn't Samsung just walk you through this? This shouldn't be our problem" When scheduling, I let them know my job constraints and they told me I was going to have to take the *whole* day off work to be home, so I could be ready with 10 minutes' notice! Horrible. My fridge still is not fixed, and I don't expect it to be anytime soon. Absolutely worthless business.Metro TV/Audio Tech Response
07/26/2024
Thanks for the rude comments.Review from Monica E.
2 stars01/17/2024
I have had previous positive experience with this company. However, when I filed a claim to have a repair done on my dishwasher and was connected with this company, I have had a very negative experience with the receptionist, Gail. When I inquired about why my apparent scheduled service date was pushed out by a week, she did not respond. I called to see if there was anything I could change on my end, like excluding one of the issues that was to be serviced. I could hardly get a word in as she talked over me each time I tried to ask a question. She finally agreed to ask if excluding the service I asked about would save time. I never heard back from her. When I sent a response message to her, she never responded, even after I followed up later. I am still waiting to hear back.Metro TV/Audio Tech Response
01/24/2024
We sincerely apologize for the frustrating experience you had scheduling your service appointment. We understand your dissatisfaction, and want to provide some context on the complex coordination involved. Our receptionists juggle incoming calls and requests while also working with third party warranty providers to arrange appointments. Sometimes providers commit us to calls before properly notifying us, leaving customers expecting service we are unaware of. We never intend to inconvenience customers. We strive to be transparent and respond to service needs in a timely manner based on when we receive the request. However, external factors like severe weather can disrupt operations and delay appointments. The timeframe of your complaint coincided with winter weather that froze our service area and caused scheduling challenges across the board. We do our best to attend to service calls in the order received and as soon as possible. We know this background does not excuse your poor experience. We appreciate you voicing your frustration, as it will help us improve our processes moving forward. Our technicians work hard to provide prompt repairs, and we are committed to enhancing our scheduling communication and coordination.Customer Response
02/05/2024
Thank you for the explanation, I really do appreciate it. I completely understand that the snow storm at that time created a lot of unanticipated complications. As a single mom working full time, I rely heavily on my dishwasher to make my household chores manageable. With the dishwasher not working, I was hoping to find out if there was anything I could do on my end to help with the process, like cancel the request to have the squeaky rollers replaced as well. I understand that there was probably a high volume of requests at the time, but this doesn’t excuse the rudeness of the receptionist when I tried calling in to inquire about this. I appreciate your feedback, though. It has been nearly three weeks since I was told to expect about one week for the parts to come in. I am hopeful that I will hear from you soon regarding my dishwasher repair. Thanks.Customer Response
02/08/2024
I was finally able to reach this office again and was told that, unfortunately, they had canceled the service for my dishwasher. The reason given was that I wrote the review above. After initially being told that they had ordered parts for my dishwasher, I had waited patiently for two and a half weeks. When I tried contacting them again, I found that they had simply terminated my service without informing me. I'm not sure what to think about this. This action, however, does not seem consistent with their above response claiming transparency and appreciation for voicing my concerns regarding being treated in a disrespectful manner. This is truly unfortunate as I did have a good experience with them in the past and I was looking forward to working with them again.
Customer Review Rating
Average of 3 Customer Reviews
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.