Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 12/10/2023, we've had *** out to fix a broken dishwasher 4 times through a warranty repair. Each time, they say the dishwasher is fixed, and it starts flooding again immediately after. This has been going on for 4 months now. On 02/29/2024, I scheduled yet another repair appointment with ***, to take place on Monday 03/04 between 12 PM and 5 PM PT. Nobody showed up. When I called ***, I was informed that the warranty company cancelled the request. I pulled up the warranty request through Lowes, which still showed approved and scheduled. I then contacted *** again, and was sent a screen shot of an email stating that "The appointment was cancelled by the consumer". I told the *** rep that I absolutely did not cancel an appointment to get the dishwasher flooding my kitchen repaired. The *** rep then told me that he cancelled the appointment himself, because in my service request I stated that its "garbage my dishwasher isn't fixed after 4 months and 4 service attempts". The employee then bragged about it. This was intentionally malicious behavior by ***. I want the employee who cancelled my appointment and then lied about it to be fired immediately. I would like my dishwasher to be scheduled for a warranty replacement. As its taken 4+ attempts now, I do not believe the dishwasher can be fixed. I would love to get a new one through the warranty and never have to think about *** again as long as I live. (I just scheduled visit #5, fingers crossed they dont get upset and cancel again on my behalf, I said pretty please with sugar on top). The dishwasher manufacturer, Whirlpool, has already paid over $4,000 to repair all of the flooring on our first floor. We can't proceed with replacing the floors until the broken dishwasher is replaced. This is an extremely unprofessional company staffed with employees who act maliciously if their feelings get hurt. They seem to enjoy messing with people's lives to feel like big powerful men. Grow up!

  Business response

  03/05/2024

  Regrettably, in light of the inaccurate and disparaging reviews and complaints that have been submitted, which appear to stem from dissatisfaction rather than factual concerns, we find it best to no longer service your appliances. Despite this, we remain committed to providing an accurate account of the events that transpired. 
  
  On 12/13/23 we received a repair request from your extended warranty company. It was submitted as "leaking underneath"
  
  On 12/18/23 we sent a technician out. Here were his findings: 12/18 MON, 10:27 to 11:35, Customer concern is that dishwasher leaks large volumes of water, causing flooring to warp. Took photos of water damage to sub floor and kitchen flooring. Preformed visual inspection of unit. Found leak coming from mounting location of heater failing to make proper seal, causing leak during operation. Also found water supply line leaking due to loose fitting. Tightend fitting. Stopping water leak at supply line. Needs new element. Advised customer further issue *** arise after ********************** as unit produces large leak currently unable to cycle test unit. Advised customer not to use unit.
  
  On 12/27/23 we sent the same tech back to install the element he ordered from the previous visit. Here is his resolution: 12/27 WED, 13:26 to 13:57, Installed previously ordered element. Cycle tested unit. All checks good left failed part with customer as part caused leak.
  
  On 01/02/24 we received another repair request from your extended warranty company. it was submitted as "leaking again"
  
  On 01/09/24 we sent a technician out/ Here were his findings: 1/9 TUE, 14:48 to 16:12, Customer concern is that dishwasher produces small leak from right front corner of unit. Cycle tested unit, 5x found no active leaks.  Verified level of unit, found unit unlevel to right side,causing door to contact tub and produce poor seal. Leveled unit to current location, test unit again found no active leaks.  Advised customer to monitor and record all information passable. And call if issues persist.
  
  On 02/29/2024 we received another repair request from your extended warranty company. it was submitted as "THIS IS THE 4TH SERVICE REQUEST FOR THIS DISHWASHER. IT'S STILL FLOODING OUR KITCHEN. YOUR REPAIRMEN ARE GARBAGE. THIS THING SHOULD HAVE BEEN REPLACED 2 VISITS AGO."
  
  On 02/29/2024 we were advised by your extended warranty company that they would be canceling the request due to your abusive language. 
  
  On 03/05/24 you sent us a text advising no one showed up for your appointment. You were advised that the request from your extended warranty company had been canceled and you should contact them directly. You insisted it was not canceled. We sent you a screenshot of the email from your warranty company showing it has been canceled. Since you are not our customer and are not paying us for any services, we can only service an appliance that has an open repair request with your warranty. We advised you it *** have had something to do with your language you used when creating the work request and that you should reach out directly to your extended warranty company. This apparently upset you to the point where you became irrational and you then proceeded to advise you were going to go to the BBB. You then also went and made 3 completely fictitious and slanderous ****** reviews. 
  
  We see no resolution as you do not hold any warranties with us. We are a contracted vendor with your extended warranty company. We also obviously refuse to service your appliances any longer. We have advised you several times already, but you really should be contacting your extended warranty company directly.

  Customer response

  03/13/2024

   
  Complaint: 21385194
  
  I am rejecting this response because:

  This response is riddled with lies, i would expect nothing less from a company as dishonest and unprofessional as RPS.

  Not a single test cycle was completed on 01/09. Your tech did spend about an hour blaming us for dishwasher leaking. Your tech wrote down inaccurate and false information in their reports, stating things as wild as the "dishwasher was uninstalled on arrival", when it was in use for 3 years prior to your arrival. Its very clear that your technicians have no idea what they are talking about. 

  On 02/29, one of your employees canceled my appointment, and the lied about it to my face. I spoke with the warranty company, and they ABSOLUTELY DID NOT CANCEL THE APPIONTMENT. You are making verifiably false statements that the warranty company has already said were untrue. The screen shot you sent in reply to my text showed that the "Customer called in to cancel" the appointment. Which again, DID NOT HAPPEN. The documentation proving you are a liar is literally attached to this complaint. Its incomprehensible that you would still chose to lie when the evidence is in front of your face.

  Assurant, the warranty company, also advised that it was "ridiculous" the dishwasher wasn't fixed or replaced after the 3rd visit. They are mortified this is continuing and advised me that they would be contacting RPS to review their performance expectations.

  The arrogance and disdain for the customer present in RPS' response is indicative of my entire experience with this company. I would not recommend RPS to anyone, ever. I wasted over 2 months of my life dealing with your company. My initial complaint about deceptive business practices, unprofessional behavior, and inadequate repair work still stand.

  
  Sincerely,
  
  AJ 

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