A & A Appliance

This customer is now on our do not service list due to cussing out office staff, her reason behind it was because the part she needed was on back order and eta had changed three times alreadyWhen we originally ordered the part on 1/12/the eta showed 1/17/18, when it did not arrive on this date we got notice the new eta was 1/22/We then contacted Marcone our distributor and they informed us that Whirlpool had no eta date so we really had no idea when the part could arrive besides the new eta of 1/27/ I had called Mrs [redacted] to advise her it had been pushed back until 1/27/but we did not know if that meant it would arrive at our store or to the Marcone warehouse on that date She got very upset and demanded a refundSince the only thing paid was I told her no refund would be made due to our service call alone is (with tax it is but she only paid 100.00)She then told me to F [redacted] off and that she never wanted to hear from our store again and hung upAlthough the customer had extended warranty with LOWES it did not cover this repairCustomer had the washer outside which caused the valve to freeze up and crack - this is the customer's responsibility to keep their appliance in good condition Lowes is NOT responsible to pay for this type of issue when it's the fault of the customer.The attachments show the invoice signed by the customer agreeing that the was for the service call and as a deposit on the part ordered implying more would be due when part was installed, as well as admission to fault since she had left unit outside in freezing temperaturesThere is also a copy of the LOWES dispatch with notes added about unit no longer being covered due to customer abuse and the warranty disclaimer stating customer is accountable for costs if abuse is found We will not give the customer a refund for the $since it only covers the service call to diagnose the unitRespectfully, A&A Appliance Inc

This customer is now on our do not service list due to cussing out office staff, her reason behind  it was because the part she needed was on back order and eta had changed three times  already. When we originally ordered the part on 1/12/18 the eta showed 1/17/18, when  it did...

not arrive on this date we got notice the new eta was 1/22/18. We then contacted   Marcone our distributor and they informed us that Whirlpool had no eta date so we  really had no idea when the part could arrive besides the new eta of 1/27/18.  I had called Mrs.  [redacted] to advise her it had been pushed back until 1/27/18 but we did not know if that meant  it would arrive at our store or to the Marcone warehouse on that date.  She got very upset and demanded a refund. Since the only thing paid was 100.00 I told her no  refund would be made due to our service call alone is 100.00 (with tax it is 108.25 but she only  paid 100.00). She then told me to F[redacted] off and that she never wanted to hear from our store  again and hung up. Although the customer had extended warranty with LOWES it did not cover this repair. Customer had the washer outside which caused the valve to freeze up and crack - this is the customer's responsibility to keep their appliance in good condition.  Lowes is NOT responsible to pay for this type of issue when it's the fault of the customer.The attachments show the invoice signed by the customer agreeing that the 100.00 was for the  service call and as a deposit on the part ordered implying more would be due when part was  installed, as well as admission to fault since she had left unit outside in freezing temperatures. There is also a copy of the LOWES dispatch with notes added about unit no longer being covered due to customer abuse and the warranty disclaimer stating customer is accountable for costs if abuse is found.  We will not give the customer a refund for the $100.00 since it only covers the service call to diagnose the unit. Respectfully, A&A Appliance Inc.

Complaint: [redacted]
I am rejecting this response because: When the A&A technician arrived and evaluated the dryer, he called me ([redacted]) and told me that he believed  the computer part of the dry had reset because it had been unplugged.We scheduled another appointment because the dryer was not drying. The technician did not show.  He called and said that he knew what the problem was so he would order the parts needed.Several weeks later with no word from A&A, I called the office but no one answered. I called AIG to see what they had to say about the situation.  AIG tried calling A&A... there was no answer for them as well.I received an e-mail from AIG stating a new company was being assigned to our case.  When the new technician arrived, he noticed that the dryer exhaust hose was pinched.  After he straightened the hose, the dryerbegan to dry again.I was very annoying for us to realize that if the A&A technician had been more proficient, we would not have been without a dryer for over a month.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Thank you for putting me on your do not service list because from the reviews I have read on google and yelp, you are not a good company to work with there are a lot of unsatisfied customers I wish I would have known this before. There is another company in Midland that Lowes uses Good Housekeeping and I have used them before and they were AWESOME!!!! My only regret is Lowes sent A&A out so now you are on my DO NOT USE LIST!! You would cuss too if you kept getting the run around about a part and kept getting put off weekly.   A new company has already came out and ordered the part on Monday the part is in and will be fixed anytime now. HAPPY DANCE!!!!!  It didn't take them three weeks or longer to get a part.
Regards,
[redacted]