Goldwing Appliance Factory Service

First my appointment got canceled one hour before and my husband took off that day. The washer was a quick look and misdiagnosed. And when I called to question about services the supervisor never returned my calls so after weeks I called and the supervisors said well it must have got overlooked we have over 200 plus repairs

Worst experience of my life dealing with this companyI called them to come and fix my fridge Day - He comes over, charges me and doesn't fix anything Day - He schedules to come over at 3PM on a Wednesday and DOESN'T SHOW! Day - He promises to be there on Friday at 4:and DOESN'T SHOW! Day - I request a new person to come out after 4PM todayGuy from last times calls me to come home at 2PM and says that he is done for the day so I have to take off to come meet himI see it's him and ask him how he can just not show up to appointmentsHe shrugs his shoulders and proceeds to tell me I need to pay an extra $for a Evaporator kit and drier that he will someday, maybe, probably not installI found the exact parts at Sears for $ This company is a scamI would not recommend them to my worst enemy They told me I would get my payment back but it has been a month, plus phone calls, and empty promises and still NOTHING!!!

Dear Revdex.com, I appreciate the letter from Mr [redacted] and the opportunity to respond I did speak with Mr [redacted] on 3-20-and discussed his experience with our service company We did work on the [redacted] 's refrigerator for not cooling and the technician diagnosed the evaporator as being iced up As the evaporator ices up it will cause the refrigerator to stop cooling The technician de-iced the refrigerator and after the refrigerator is de-iced it normally returns to cooling Not every time, but most times We do not automatically assume because an evaporator is iced that we should be looking for a major cooling issue As far as the evaporator cover and drain pan being broke by the technician, I can not verify it was If it was, I apologize for the error and the technician ordered the parts to be replaced I did speak to the other service company that went out on the refrigerator and was informed when the technician arrived the refrigerator was cooling The technician did clear the drain on the refrigerator and I believe he did replace the evaporator cover and the drain pan Clearing the drain would not cause the refrigerator to stop cooling It would instead form ice in the bot [redacted] of the refrigerator, not on the evaporator Having another service company follow up on any other service company is not our goal I am happy to know the other service company was able to satisfy the [redacted] s [redacted] has a method of recording the service started by one company and completed by another based on the claims that are submitted [redacted] is aware we did not satisfy the [redacted] s as the following service company filed a claim with [redacted] Just as we do when we follow up for another company We strive to get the service right every time we go to a home The first time would be ideal and in a perfect world this would be done We don't always succeed As far as reimbursing the [redacted] s for any food loss, the manufacturer doesn't even cover food loss when the product they manufactured fails As I mentioned earlier, we strive to get it right the first time and I apologize we were unable to I did speak to the dealer and they were offering her some reimbursement for food loss as a good will gesture Sincerely, [redacted] Goldwing Appliance Service Manager

Worst customer serviceI called to confirm my appointment lady was super rude, didnt listen to a word I was said didn't care to help at all and just hung up never dealing with company ever again and not recommending this company to anyone read the reviews online as I'm not the only one they have a poor track of bad customer service

This business is horribleWe bought a house that had one of their appliances in itThe stove had a problem with the touch screen they fixed it before we even saw the houseWe went to use the stove self clean and now everything is not working or respondingI called them to come fix their bad parts they replaced and since the house was on the market for the parts warranty they said they aren't obligated to fix it.I understand they aren't but to hide behind a warrenty when they never fixed the orginal issue it bad business

Bought a high-end Washer and Dryer from Spencers TV and Appliance*** (**) does most of Spencers warranty serviceOverall the experience was positive, although the scheduler seemed more interested in getting off the phone than learning what the problem was Their schedule was out one week (the New Year holiday) The Technician showed up on time and was very knowledgeable He knew the model and made very helpful suggestions that were not made by the salesman or the operating manual

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would like to clarify a couple points from my husbands original complaint, and also from the response that we received from [redacted], as I was the one home during each of the appointments.
When the tech arrived at our home on Monday, he found the bottom of the refrigerator and the evaporator to be iced up.  After defrosting and de-icing, he stated that the drain was clogged and that he had never worked on something like this before.  He said that this is why it had iced up (because it was clogged).  He then poured a small amount of water into the drain pan to show me that it was not overflowing any longer, implying that the drain was unclogged.  Upon leaving, he gave me no further instruction.  After being gone for 2 hours, I came home to find the refrigerator not cooling at all.  I called the office and told them of the issue, and they instructed me to call the technician directly, to which I did and left a voicemail.  I received a return call 2 hours later, and he told me I needed to wait 24 hours for it to be cold!  My husband did not find this acceptable, so he also left him message later in the day.  We did not receive a call back.  We both called again first thing in the morning, and he called back and stated he would be there later in the morning.  Upon checking the evaporator, he stated there was ice and frost again, and he found that the fan was not running.  I asked him if it was running when he left the previous day, and he said he had not checked it!  After resetting something, he asked me to put my hand in the fridge to feel that the fan was blowing, which it was.  I then noticed a crack in the evaporator cover and asked him about it.  He acted as if he hadn't noticed, when it seemed fairly obvious to me.  At this point, all that is necessary it to acknowlege that he accidentally broke something and would replace it.  Instead, he seemed bothered that I was "concerned over plastic parts".  I informed him that of course, my number one concern was that we have a cold refrigerator, but that yes, I was wondering what else was broken that I could not see.  He then left our house, leaving half of the produce on the counter.  At this point, we were not at all confident or satisfied with the service we have received, so we asked [redacted] to send a different company to evaluate.  When the other service company arrived that Friday, the refrigerator WAS cooling.  When I imformed him of what had happened earlier in the week, he removed a plastic drain tube from the outside back of the refrigerator, and noticed that it was still clogged.  He then ran water through the part, flushing the debris out into the sink.  Based on what the Goldwing technician had said, and what I have read online, the evaporator can in fact ice up due to a clogged drain.  Is this not correct?  So it is my understanding, that based on the service that Goldwing alone had performed, the evaporator would have eventually iced up again had the other service company not cleared the tube. He also ordered the cover that was broken, and said it looked like the drain pan was leaking and he would order one just in case.  When he came back to replace these parts, he found that the pan was indeed cracked and did replace it.
The following week, my husband spoke with [redacted] on the telephone expressing our concerns and asking what they could do to make things right.  I also wanted to speak with [redacted] as I wanted to make sure he knew all of the details.  I called and left a message with [redacted], stating that my husband had already spoken with the manager, but that I would like to as well.  She then called me back and stated, "[redacted] said he already spoke with your husband, and that's the end of it."  In my opinion, this is completely unacceptable.  At this point I called [redacted] and spoke with the manager there, who listened to the situation.  Yes, we are glad that they offered us compensation.  Unfortunately, this does not make the horrible service that we received ok.  My husband was told, "it's the machine, not the service".  We feel this was ALL service related, and that the technician was not knowledgeable or proficient and we were not  treated with courtesy by anyone at Goldwing.
Although we are not asking for any further monetary compensation, we do not feel Goldwing addressed our biggest concerns. Thank you for the opportunity to share our concerns, as we were not able to do this over the phone.
Regards,
[redacted]

Dear Revdex.com,
I appreciate the letter from Mr. [redacted] and the opportunity to respond.  I did speak with Mr. [redacted] on 3-20-2014 and discussed his experience with our service company.  We did work on the [redacted]'s refrigerator for not cooling and the technician diagnosed...

the evaporator as being iced up.  As the evaporator ices up it will cause the refrigerator to stop cooling.   The technician de-iced the refrigerator and after the refrigerator is de-iced it normally returns to cooling.  Not every time, but most times.  We do not automatically assume because an evaporator is iced that we should be looking for a major cooling issue.  As far as the evaporator cover and drain pan being broke by the technician, I can not verify it was.  If it was, I apologize for the error and the technician ordered the parts to be replaced.  I did speak to the other service company that went out on the refrigerator and was informed when the technician arrived the refrigerator was cooling.  The technician did clear the drain on the refrigerator and I believe he did replace the evaporator cover and the drain pan.  Clearing the drain would not cause the refrigerator to stop cooling.  It would instead form ice in the bot[redacted] of the refrigerator, not on the evaporator.  Having another service company follow up on any other service company is not our goal.  I am happy to know the other service company was able to satisfy the [redacted]s.
[redacted] has a method of recording the service started by one company and completed by another based on the claims that are submitted.  [redacted] is aware we did not satisfy the [redacted]s as the following service company filed a claim with [redacted].  Just as we do when we follow up for another company. 
We strive to get the service right every time we go to a home.  The first time would be ideal and in a perfect world this would be done.  We don't always succeed.  As far as reimbursing the [redacted]s for any food loss, the manufacturer doesn't even cover food loss when the product they manufactured fails.  As I mentioned earlier, we strive to get it right the first time and I apologize we were unable to.  I did speak to the dealer and they were offering her some reimbursement for food loss as a good will gesture.
 
Sincerely,
[redacted]
Goldwing Appliance Service Manager

Worst experience of my life dealing with this company. I called them to come and fix my fridge....

Day 1 - He comes over, charges me and doesn't fix anything.
Day 3 - He schedules to come over at 3PM on a Wednesday and DOESN'T SHOW!
Day 5 - He promises to be there on Friday at 4:30 and DOESN'T SHOW!
Day 8 - I request a new person to come out after 4PM today. Guy from last 3 times calls me to come home at 2PM and says that he is done for the day so I have to take off to come meet him. I see it's him and ask him how he can just not show up to appointments. He shrugs his shoulders and proceeds to tell me I need to pay an extra $600 for a Evaporator kit and drier that he will someday, maybe, probably not install. I found the exact parts at Sears for $150.

This company is a scam. I would not recommend them to my worst enemy.

They told me I would get my payment back but it has been a month, 10 plus phone calls, and empty promises and still NOTHING!!!

I purchased 3 high-end kitchen appliances at Spencer's and purchased the extended 6-year warranty, thank goodness. My expensive KitchenAid stainless steel dishwasher needed service and replacement parts at least 5-6 times during the warranty period. I would have been very angry if I had not bought that warranty. However, when the dishwasher is working, it is the best I've every had, so I keep repairing it. Later, my convection range/oven needed some replacement parts. Each time I called the warranty company, they sent out Gold Wing and the service man named Andy, who came out promptly, and was very pleasant. He'd diagnose the problem, order parts, then come back and install. Later, after the warranty was expired, I called them again and requested Andy to come do my repairs. He lubricated a squeaking hinge on my dishwasher and determined the issue with my washing machine that was having cycle problems. He came back the next week with the part I needed and now everything is working as it should. I would recommend.

Gold wing Appliances Factory Services has been trying to fix our ice maker on our Whirlpool refrigerator from August 12, 2014 through February15, 1015 and it still does not work. They have been to our home at least seven times and replaced numerous parts. The original agreement with them was to pay a service charge of $69.00 and a $59.00 fee when fixed. I paid the $69.00 dollar service charge on August 12, 2014 and was presented a bill for $138.00 on December 13, 2015. $69.00 for final payment and another $69.00 for an extra service technician to pull the refrigerator out from the wall. I paid that amount and I was told that I would be charged $69.00 each time for any additional service calls even though they did not fix my ice maker. They are crooks by any definition of the term.

Bought a high-end Washer and Dryer from Spencers TV and Appliance. [redacted] (**) does most of Spencers warranty service. Overall the experience was positive, although the scheduler seemed more interested in getting off the phone than learning what the problem was. Their schedule was out one week (the New Year holiday). The Technician showed up on time and was very knowledgeable. He knew the model and made very helpful suggestions that were not made by the salesman or the operating manual.

Worst customer service. I called to confirm my appointment lady was super rude, didnt listen to a word I was said didn't care to help at all and just hung up never dealing with company ever again and not recommending this company to anyone read the reviews online as I'm not the only one they have a poor track of bad customer service

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like to clarify a couple points from my husbands original complaint, and also from the response that we received from [redacted], as I was the one home during each of the appointments.

When the tech arrived at our home on Monday, he found the bottom of the refrigerator and the evaporator to be iced up.  After defrosting and de-icing, he stated that the drain was clogged and that he had never worked on something like this before.  He said that this is why it had iced up (because it was clogged).  He then poured a small amount of water into the drain pan to show me that it was not overflowing any longer, implying that the drain was unclogged.  Upon leaving, he gave me no further instruction.  After being gone for 2 hours, I came home to find the refrigerator not cooling at all.  I called the office and told them of the issue, and they instructed me to call the technician directly, to which I did and left a voicemail.  I received a return call 2 hours later, and he told me I needed to wait 24 hours for it to be cold!  My husband did not find this acceptable, so he also left him message later in the day.  We did not receive a call back.  We both called again first thing in the morning, and he called back and stated he would be there later in the morning.  Upon checking the evaporator, he stated there was ice and frost again, and he found that the fan was not running.  I asked him if it was running when he left the previous day, and he said he had not checked it!  After resetting something, he asked me to put my hand in the fridge to feel that the fan was blowing, which it was.  I then noticed a crack in the evaporator cover and asked him about it.  He acted as if he hadn't noticed, when it seemed fairly obvious to me.  At this point, all that is necessary it to acknowlege that he accidentally broke something and would replace it.  Instead, he seemed bothered that I was "concerned over plastic parts".  I informed him that of course, my number one concern was that we have a cold refrigerator, but that yes, I was wondering what else was broken that I could not see.  He then left our house, leaving half of the produce on the counter.  At this point, we were not at all confident or satisfied with the service we have received, so we asked [redacted] to send a different company to evaluate.  When the other service company arrived that Friday, the refrigerator WAS cooling.  When I imformed him of what had happened earlier in the week, he removed a plastic drain tube from the outside back of the refrigerator, and noticed that it was still clogged.  He then ran water through the part, flushing the debris out into the sink.  Based on what the Goldwing technician had said, and what I have read online, the evaporator can in fact ice up due to a clogged drain.  Is this not correct?  So it is my understanding, that based on the service that Goldwing alone had performed, the evaporator would have eventually iced up again had the other service company not cleared the tube. He also ordered the cover that was broken, and said it looked like the drain pan was leaking and he would order one just in case.  When he came back to replace these parts, he found that the pan was indeed cracked and did replace it.

The following week, my husband spoke with [redacted] on the telephone expressing our concerns and asking what they could do to make things right.  I also wanted to speak with [redacted] as I wanted to make sure he knew all of the details.  I called and left a message with [redacted], stating that my husband had already spoken with the manager, but that I would like to as well.  She then called me back and stated, "[redacted] said he already spoke with your husband, and that's the end of it."  In my opinion, this is completely unacceptable.  At this point I called [redacted] and spoke with the manager there, who listened to the situation.  Yes, we are glad that they offered us compensation.  Unfortunately, this does not make the horrible service that we received ok.  My husband was told, "it's the machine, not the service".  We feel this was ALL service related, and that the technician was not knowledgeable or proficient and we were not  treated with courtesy by anyone at Goldwing.

Although we are not asking for any further monetary compensation, we do not feel Goldwing addressed our biggest concerns. Thank you for the opportunity to share our concerns, as we were not able to do this over the phone.

Regards,

Gold wing Appliances Factory Services has been trying to fix our ice maker on our Whirlpool refrigerator from August 12, 2014 through February15, 1015 and it still does not work. They have been to our home at least seven times and replaced numerous parts. The original agreement with them was to pay a service charge of $69.00 and a $59.00 fee when fixed. I paid the $69.00 dollar service charge on August 12, 2014 and was presented a bill for $138.00 on December 13, 2015. $69.00 for final payment and another $69.00 for an extra service technician to pull the refrigerator out from the wall. I paid that amount and I was told that I would be charged $69.00 each time for any additional service calls even though they did not fix my ice maker. They are crooks by any definition of the term.

Worst experience of my life dealing with this company. I called them to come and fix my fridge....

Day 1 - He comes over, charges me and doesn't fix anything.

Day 3 - He schedules to come over at 3PM on a Wednesday and DOESN'T SHOW!

Day 5 - He promises to be there on Friday at 4:30 and DOESN'T SHOW!

Day 8 - I request a new person to come out after 4PM today. Guy from last 3 times calls me to come home at 2PM and says that he is done for the day so I have to take off to come meet him. I see it's him and ask him how he can just not show up to appointments. He shrugs his shoulders and proceeds to tell me I need to pay an extra $600 for a Evaporator kit and drier that he will someday, maybe, probably not install. I found the exact parts at Sears for $150.

This company is a scam. I would not recommend them to my worst enemy.

They told me I would get my payment back but it has been a month, 10 plus phone calls, and empty promises and still NOTHING!!!

This is the worst company. Truly the worst. I'd highly recommend not using them. When you are placed on hold, their message plays over and over that they are "prompt, courteous and reliable". My experience is that they are definitely not. We have a less-than-a-year-old set of Electrolux consisting of a washer and a dryer. They came out months ago to fix problems with both. The service on the dryer was poor, and the same issue (seal on dryer door) remains. I called to schedule another service call. No Saturdays available in the next couple of weeks even though they tout that they offer Saturdays. I wait a week for a Wednesday appointment and take time off from work with a four hour appointment window. Appointment window comes and goes, the technician does not arrive. No call. 20 minutes before the end of the window I call to find out where he is and he is busy on another call. I am off work to be home for this appointment. They advise that they cannot come until later. I share that I have a child's sporting event and can be back at 6:30pm and could they please come then since I've set aside my day to wait and they couldn't make it. Of course not, it is past their working hours. Jason the tech makes it clear it's not his problem and he just got busy on a previous call. He was going to call me when he was done, which is actually after my window entirely. They will need to reschedule me for another day, at their convenience. When I call and speak with Darcy, the supervisor, she could care less, cannot arrange another technician to come out today, if I cannot wait around then they will have to reschedule me for another day. The flat, monotone voice of each of them conveys such lack of care and customer service. No one cares to go that extra mile. Sure techs get busy and calls can get delayed. But if the customer has planned their day, then send out another tech or find a way to not overschedule, so that the customer's needs are actually met. Oh, and this is just an initial call, to order a part likely. Even though this is a repeat issue not fixed adequately the first time they came, they won't even order the replacement part until they come out again. Joseph, the owner of the company, of course was not available. The overall tone of the calls conveyed that they could care less.

Dear Revdex.com,

I appreciate the letter from Mr. [redacted] and the opportunity to respond.  I did speak with Mr. [redacted] on 3-20-2014 and discussed his experience with our service company.  We did work on the [redacted]'s refrigerator for not cooling and the technician diagnosed...

the evaporator as being iced up.  As the evaporator ices up it will cause the refrigerator to stop cooling.   The technician de-iced the refrigerator and after the refrigerator is de-iced it normally returns to cooling.  Not every time, but most times.  We do not automatically assume because an evaporator is iced that we should be looking for a major cooling issue.  As far as the evaporator cover and drain pan being broke by the technician, I can not verify it was.  If it was, I apologize for the error and the technician ordered the parts to be replaced.  I did speak to the other service company that went out on the refrigerator and was informed when the technician arrived the refrigerator was cooling.  The technician did clear the drain on the refrigerator and I believe he did replace the evaporator cover and the drain pan.  Clearing the drain would not cause the refrigerator to stop cooling.  It would instead form ice in the bot[redacted] of the refrigerator, not on the evaporator.  Having another service company follow up on any other service company is not our goal.  I am happy to know the other service company was able to satisfy the [redacted]s.

[redacted] has a method of recording the service started by one company and completed by another based on the claims that are submitted.  [redacted] is aware we did not satisfy the [redacted]s as the following service company filed a claim with [redacted].  Just as we do when we follow up for another company. 

We strive to get the service right every time we go to a home.  The first time would be ideal and in a perfect world this would be done.  We don't always succeed.  As far as reimbursing the [redacted]s for any food loss, the manufacturer doesn't even cover food loss when the product they manufactured fails.  As I mentioned earlier, we strive to get it right the first time and I apologize we were unable to.  I did speak to the dealer and they were offering her some reimbursement for food loss as a good will gesture.

 

Sincerely,

Goldwing Appliance Service Manager

I contacted Goldwing because they seemed affordable compared to a lot of other companies in my area. The tech came out the first day (at his convenience) I had to take off work and "fixed" my fridge. There was an issue with the temperature in the fridge dropping and freezing everything. I went out and bought $200 worth of groceries assuming that my fridge was fixed. Two days later the temperature started dropping and everything started freezing. Needless to say, I had to throw out all of the food. I called Goldwing and the tech had to order a part (which took two weeks). I had to take off another day of work to meet with the technician. He ordered the wrong part! Upon trying to put the old part back in, he completely broke the fridge. It would no longer turn on. He said he had to order another part. I called and talked to a manager and they gave me a cheap loaner fridge until the new part came in. I'm now receiving calls from Goldwing to schedule maintenance, but they expect me to take off another day of work because they don't work evenings or Saturdays. When I tried to explain this to the person scheduling, she was very rude and short with me. This place is horrible and I would not recommend them to anyone. Spend a little extra cash and get the repair right the first time.

I purchased 3 high-end kitchen appliances at Spencer's and purchased the extended 6-year warranty, thank goodness. My expensive KitchenAid stainless steel dishwasher needed service and replacement parts at least 5-6 times during the warranty period. I would have been very angry if I had not bought that warranty. However, when the dishwasher is working, it is the best I've every had, so I keep repairing it. Later, my convection range/oven needed some replacement parts. Each time I called the warranty company, they sent out Gold Wing and the service man named Andy, who came out promptly, and was very pleasant. He'd diagnose the problem, order parts, then come back and install. Later, after the warranty was expired, I called them again and requested Andy to come do my repairs. He lubricated a squeaking hinge on my dishwasher and determined the issue with my washing machine that was having cycle problems. He came back the next week with the part I needed and now everything is working as it should. I would recommend.