Baker's Appliance Repair

If there were zero stars, I would rate that. So let me tell you about my experience with Baker's Appliance Repair when they were sent out by Lowe's Service Advantage to fix my stove.
It all started on Monday 7/6 when I received a phone call from them to switch my original appointment from Wednesday 7/8 to Thursday 7/9 because they had no available technicians. I explained to Megan the urgency of the situation and that Lowe's had told me that they would get someone out soon only to be told that there was nothing else they could do. I asked to speak to a manager to see if there was anything that he could do however he wasn't there and I never received a call back after leaving him multiple messages that day. Actually, I didn't receive any more phone calls as the rest of the times we spoke I called them to follow up on the situation.
On Thursday 7/9 a technician came out to see the stove. After about 10 minutes he packed up and was on his way out when I stopped him and asked what the issue was with the stove. He said it needed a part, that they would order it, it would take about a week, and that the office would get in contact with me. Needless to say they never did, which prompted me to my next phone call to them on Tuesday 7/14. Megan asked me if I was sure that it was them that came to my house because in the system the appointment showed it was cancelled. I told her that I never cancelled the appointment and that a technician was indeed at my house that Thursday but that I didn't get his name because all he said was that he was at my house to check the stove. I described the gentleman to her and she said that she had no record of him being at my house. I asked to speak to the manager, who was actually there at the time, and he was able to locate the paperwork and told me that the parts were due in within the next two days and that then they would call me to schedule an appointment sometime the following week. I explained my frustrations throughout the entire process and the unprofessionalism I had encountered to which he responded "Well, I'm sorry you feel that way."
On Thursday 7/16 I called Baker's yet again and Megan once again told me that the parts weren't in and that once they came in they would call me. I explained that I was told they would be in that day to which she answered that system showed one part shipped and the other was not shipped yet. She also said they could not schedule an appointment until the parts were all in. On Monday 7/20 I called Baker's again and was told that the system said to schedule an appointment for me and they scheduled it for Wednesday 7/22 but said they would call me the following day to confirm the appointment time. Once again on Tuesday 7/21 I received no phone call from Baker's and had to call them to follow up.
Finally on Wednesday 7/22, two young technicians by the name of Mike and Sam came to my house and provided the best customer service I had encountered through the whole situation. They were very professional and courteous, a complete contrast to what I had experienced the past three weeks. As a mother with a family of 5 I do not wish this experience on anyone.

Review: I WAS GIVEN THE PHONE NUMBER OF BAKER'S APPLIANCE REPAIR BY [redacted] VIA THERE TOLL FREE NUMBER TO FIX MY [redacted] DISHWASHER WHICH IS NOT WORKING PROPERLY. BAKER'S APPLIANCE REPAIR HAD BEEN TO MY HOUSE ON 3 OCCASIONS, 10/2/13, 10/9/13 AND 10/30/13 AND HAS CHARGED ME A TOTAL OF $397.50 AND MY PROBLEM WITH THE DISHWASHER REMAINS.Desired Settlement: I AM REQUESTING A REFUND OF THE CHARGES AS I HAVE PAID A LOT OF MONEY AND THE PROBLEM WITH MY DISHWASHER REMAINS.

Business

Response:

This customer has not called our company telling us she is still having a problem, nor has she requested a recheck. We guarantee our work and will always return without charge when a customer is not satisfied or is still having a problem. Again we have not heard from the customer since we completed the repair 10/30/2013.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Baker's Appliances tried to fix my dishwasher 3 times. After three tries and I still had the same problem, I felt that they could not fix it and I had already paid almost $400. I contacted the dishwasher company who recommended Bakers for a different technician and I was told that they would contact Bakers. I have now contacted my credit card company for dispute of the charges.

Regards,