Complaints

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend moved into the apartment and payed for a washer and dryer. She contacted them to come fix it numerous of times and they never responded with a time that was appropriate.She finally received a call back and then they finally notified her that they can come in even when she is not there;So she notified her office that they will be coming by to take a look at the washer and dryer.she then received a text saying the job was done while she was at work just to then be notified that her washer dryer have been taken without notice and the owner will not respond or return any calls after we had paid them on the first like our regular payment

  Business response

  06/25/2024

  Response to Code: 21819031-13CA0
  Timeline of complaint/service request and our attempts to repair *Screenshots are available at your request for verification.
  5/16 first complaint received via text message from the individual
  5/20 attempted to repair, no response
  5/27 technician attempted to contact directly, he expressed his concern over possible water leaks, no response from the individual
  5/31 third attempt to repair no response from the individual
  Following all our attempts, there is no contact with the individual. No emails, no calls, no response to our messages.
  6/6 the individual texts about scheduling a repair, we scheduled for next day 6/7/24
  On 6/7 our tech arrives for repair; he obtains a key by leasing office following individuals permission. When he removed the washer,he noticed unusual water damage to the machine. This appeared to be because of continued use while the machine needed repair. The technician removed the equipment and returned the key to the leasing office at approx. 11:22am. Our Management tried to contact the individual at 11:39 am on 6/7/24 by phone call to alert of the removal of the equipment but could not reach her. 
  Attached is the original contract with signature and agreement. Please note the checkmark that states: I agree to use the equipment in a careful and proper manner. The lack of cooperation from the individual prevented us from proper maintenance of the machine for 3 weeks, resulting in excess damage and loss. It is for this reason that the contract was immediately terminated.
  Please note that at the time of the service, 6/7/24, the individual was in talks of a payment arrangement because the monthly billing failed to charge successfully. Therefore, there is no amount to be reimbursed as the account was not current.

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