Blacklight Construction and Landscaping

We were contracted by Mr***'s home warranty company HSA on Thursday June 11, to go out and check the Jenn-Air Range Model#JGD8430ADS because the right front burner was not working With every dispatch there is a protocol that we must follow We must contact the customer to schedule within hours of receiving the dispatch Once we arrive at the home and diagnose the appliance, we must submit an online authorization for to the home warranty company with our findings If there are any parts needed then they must be ordered through Marcone Direct Supplier Marcone is HSA direct parts supplier Also all customers are informed at the time of service that any parts can take up to 5-business days This customer was scheduled for Friday June 12, for between 10:a.m- 12:p.m The tech checked the appliance and found that it needed to have a new right front burner igniter, right front saddle and screws for the burner The reason these parts needed to be replaced was because the right front saddle was seized to the mount on the glass top and the burner igniter shorted out After leaving the home the tech submitted a online authorization request stating that there needed to be parts ordered to complete the repair Parts were received Thursday June 18, The customer was scheduled for repairs Friday June 19, On June 19, between 2-4pm the tech arrived at the home and repaired the appliance Approximately minute after the tech left the home the customer called into Miller's, stating that the tech had left his drill charger at the home and they would leave it on the porch There was no mention of the crack at that time Our office is closed Saturday - Sunday which is stated on the voicemail This customer was serviced on Friday late afternoon On Monday June 22, when we returned to the office we did receive a voicemail from Mrs [redacted] stating that the glass top had a crack We also received a separate voicemail from Mr [redacted] stating that his wife had left a message and they needed us to return the call regarding a crack in the glass top At this time the secretary spoke with the tech about the issue The tech agreed that with the saddle and mount being seized together because of the heat it is possible he could have cracked the glass top However, there was already one crack in the top prior to the repair After speaking with the tech the secretary contacted HSA to ordered the new glass top The order was submitted to HSA on Monday June 22, HSA told Miller's that they would contact the customer with an ETA once they order went through Our office was closed Friday June 29, - Monday June 29, due to training This was also stated on our voicemail We did received several voicemails from the ***'s during this time However, we didn't receive them until Tuesday June 30, On Tuesday June 30, we contacted HSA's authorizations department for ETA of the glass top At this time HSA stated they would contact Parts & Equipment for a status and let Miller's and the customer know On Thursday July 3, the glass top was received but it was shattered in shipping The secretary then contacted Mr [redacted] to let him know of the situation Customer thanked her for calling and explained that they were leaving town that day for the July 4th weekend and that it would be next week either way before they could schedule The secretary then ensured Mr [redacted] that she would contact HSA to get another glass top coming before the weekend started HSA reordered the new glass top on Friday July 3, Second part received today July 8, and it was also broken Customer was contacted about the second part and so was the warranty company The third part is being processed through HSA's direct supplier At this time we were unaware of the customer being unhappy with the repair The Tech has also returned to the home for his charger and the customer never mentioned to him that they were not satisfied As for the part coming damaged this is out of our control because we receive all parts for repair from HSA's direct supplier All request go through the warranty company We are sorry for any inconvenience that the repair and damaged parts have caused As soon as we received a good glass top we will be repairing the unit If there are any questions please feel free to contact us by email at [email protected] or by phone at (317)455- Thanks, Amber M [redacted] Miller Appliance Repair P.OBox West Newton, In (317)[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. At the time of my compliant, my concern was not resolve, however now since I am now getting my issue resolved through AHS, and my unit is finally being replaced, I feel that the money paid to Miller is now worth it I still do not agree on how I was treated from the start, and the service I receivedIf I ever need to use an appliance company, I more than likely would not seek out Miller because of this past experience.
Regards,
*** ***

We were contracted by Mr***'s home warranty company HSA on Thursday June 11, to go out and check the Jenn-Air Range Model#JGD8430ADS because the right front burner was not working. With every dispatch there is a protocol that we must follow. We must contact the customer
to schedule within hours of receiving the dispatch. Once we arrive at the home and diagnose the appliance, we must submit an online authorization for to the home warranty company with our findings. If there are any parts needed then they must be ordered through Marcone Direct Supplier. Marcone is HSA direct parts supplier. Also all customers are informed at the time of service that any parts can take up to 5-business days This customer was scheduled for Friday June 12, for between 10:a.m- 12:p.m. The tech checked the appliance and found that it needed to have a new right front burner igniter, right front saddle and screws for the burner. The reason these parts needed to be replaced was because the right front saddle was seized to the mount on the glass top and the burner igniter shorted out After leaving the home the tech submitted a online authorization request stating that there needed to be parts ordered to complete the repair. Parts were received Thursday June 18, 2015. The customer was scheduled for repairs Friday June 19, On June 19, between 2-4pm the tech arrived at the home and repaired the appliance. Approximately minute after the tech left the home the customer called into Miller's, stating that the tech had left his drill charger at the home and they would leave it on the porch. There was no mention of the crack at that time. Our office is closed Saturday - Sunday which is stated on the voicemail. This customer was serviced on Friday late afternoon On Monday June 22, when we returned to the office we did receive a voicemail from Mrs*** stating that the glass top had a crack. We also received a separate voicemail from Mr*** stating that his wife had left a message and they needed us to return the call regarding a crack in the glass top. At this time the secretary spoke with the tech about the issue. The tech agreed that with the saddle and mount being seized together because of the heat it is possible he could have cracked the glass top. However, there was already one crack in the top prior to the repair. After speaking with the tech the secretary contacted HSA to ordered the new glass top. The order was submitted to HSA on Monday June 22, 2015. HSA told Miller's that they would contact the customer with an ETA once they order went through. Our office was closed Friday June 29, - Monday June 29, due to training. This was also stated on our voicemail. We did received several voicemails from the ***'s during this time. However, we didn't receive them until Tuesday June 30, 2015. On Tuesday June 30, we contacted HSA's authorizations department for ETA of the glass top. At this time HSA stated they would contact Parts & Equipment for a status and let Miller's and the customer know. On Thursday July 3, the glass top was received but it was shattered in shipping. The secretary then contacted Mr*** to let him know of the situation. Customer thanked her for calling and explained that they were leaving town that day for the July 4th weekend and that it would be next week either way before they could schedule. The secretary then ensured Mr*** that she would contact HSA to get another glass top coming before the weekend started. HSA reordered the new glass top on Friday July 3, 2015. Second part received today July 8, and it was also broken. Customer was contacted about the second part and so was the warranty company. The third part is being processed through HSA's direct supplier. At this time we were unaware of the customer being unhappy with the repair. The Tech has also returned to the home for his charger and the customer never mentioned to him that they were not satisfied. As for the part coming damaged this is out of our control because we receive all parts for repair from HSA's direct supplier. All request go through the warranty company. We are sorry for any inconvenience that the repair and damaged parts have caused. As soon as we received a good glass top we will be repairing the unit. If there are any questions please feel free to contact us by email at [email protected] or by phone at (317)455- Thanks, Amber M*** Miller Appliance Repair P.OBox West Newton, In (317)[email protected]