Complaint: [redacted] I am rejecting this response because: As expected this business will not accept responsibility for their poor customer serviceNo further correspondence is necessary Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: [redacted] sent authorization to Paul's Appliance Service, LLCHowever, according to [redacted] representatives I spoke with they did not receive nor were they able to contact Paul's Appliance Service, LLCAs far as Paul's Appliance Service, LLC not screening their calls, I strongly object to that claimWhen you call Paul's Appliance Service, LLC you are forced to leave a voice mail, which in my case they chose not to return callsI provided Paul's personally with a copy of our original sales receipt for our dishwasherOne of the things I am most upset about is that they appear to have no concept of what customer service is aboutIt seems that once they discovered that the parts were under warranty that they were not interested in completing the repair on our dishwasher.Finally, their repairman really came unprepared to correctly diagnose and repair our washerI don't know if he is just in training or whatWe did get our dishwasher repaired by another companyThat company's repairman came in with full knowledge of how to troubleshoot and repair the washerIt turned out the washer needed a new pumpHad the repairman from Paul's Appliance Repair, LLC had the knowledge and taken the time to truly troubleshoot our dishwasher he would have discovered that the washer pump needed replacementI might add here that I am very pleased with the response I received from ***They covered all of the parts required to repair the washer even though they were not covered under warranty.I will admit that I may have become short during a call with Paul's, but it was out of frustration with their failure to address my concernsAs I said before, they definitely need a course in customer serviceI can say without a doubt I will never call them for a repair again and will never recommend them to anyoneI only wish I had believed the write ups on Google and YelpIt would have saved me a lot of time and stress Regards, [redacted] ***
This is a wareanty callwe reached out to the warranty company about this...they informed us thst it is nor xovered...the custkmer has been told mNy times now to reach out to themPlease have them rwach oit to the warranty compantThank you
This customer was sent over as a collect callWe went to the home and did call tech support with [redacted] for diagnosing the unitThe service fee of $that was paid for was for the trade call/ diagnosis feeWe did as [redacted] explained and we did give the customer a quoteThe customer said the part was covered by ***, however, [redacted] never gave us any information in order to cover the partThis was explained to the customer and customer became abusive with our office staffAs far as screening our calls our phone system does not allow us to "screen" callsIf we are with other customers or away from ur desks, you will be asked to leave a message just like any other businessWe did call [redacted] and spoke with a supervisor there about the partThey did not give us an authorization to cover the part and we did give them the notes on the cusotmerGoing forward we will not be able to service this customer due to the hostility and abusive nature of the customerWe cannot refund the diagnosis fee to the customer as this was accured from us going to the home and calling into [redacted] tech support and giving diagnoses per the manufacture of the unitCustomer was aware of the diagnoses fee before coming to his home
This is NOT a legit complaintFirst of all this was sent to us as a collect call referralWe serviced the call and informed customer of what parts were neededCustomer contacted LG herself and was told by LG rep that they have ordered the parts except the die dryerWe never submitted a part
order for this, as we did not have a formal dispatch from LG stating the parts were covered with autho to orderThis was explained to the customer over and overThe customers husband calls in and reams the staff in the office, and would not hear what we were trying to tell himOnce his wife placed the order for the parts with LG, which is correct procedureThe unit is not under warranty any longer, therefore when she called LG they covered the parts for her and ordered those for herWe do not have a warranty dispatch to place those part ordersWe explained this to the husband and after an hour and half of him on the phone asking the same question different ways and us giving him the same answerHe would not take itWe can only charge him for the labor of the call not the parts as the parts would have been covered under LGI myself tried to explain this to him and even told him his wife called us to let us know she ordered the parts from LGWe explained to him to get with her and to call LG parts so they can make sure they have all he needs orderedHe said that he was told they did not place an order, we explained to him to call them back and have them re place his order for his partsCustomer was very condescending, and would not hear what we were trying to explain to himWe cant do anything about his parts being ordered through the warranty company, as they had already contacted the warranty company to have the parts coveredAfter going on for over an hour I informed him we will no longer be doing business with him (he was very condescending on the phone and even made the other girls in the office uncomfortable.) There is nothing we can do to help this customerThey will need to get with their warranty company in order to have the parts ordered and a referral for another company to come out to complete the repairWe will not being placing anyone in their home, as to the out come of how we were treated on the phonesThe service fee paid was for us to come out and diagnose, that is standard and will not be refunded
Complaint: ***
I am rejecting this response because: maybe the owner of Paul's appliance needs to have a meeting with both Alex and Bri because this is in accurateWe are the customer without a refrigerator, there is no reason for us to make stories upI never ordered partsI am unable to order parts as the customer, I think anyone who has ever had repairs done knows this, but technician is responsible for ordering parts.it is completely impossible for me as the customer to order the parts myself through it is completely impossible for me as the customer to order the parts myself through LG What the owner is referring to when she says I, the wife ordered parts except for the dryer is when I called LG to verify if parts were covered as these parts were needed which is what Paul's appliance told me, she saw that a request was made from the technician needing three out of the four partsBut the order did not complete and in fact a bit of detail I forgot to include in this complaint was that LG also had in their records that the attempt to order the parts was then canceled by Paul's appliance repairCanceled! Pass appliance repair of course did not know of a cancellation when I called to tell them what else he was telling me but they also did not attempt to fix the problem or re-order the parts if that in fact was the caseUltimately, LG is telling me they need a parts order number and only pAuls would have that information as they are the only one authorized to make orders and Paul's appliance was telling me that they do not have an order number and they don't know where or what was going on with our order other than just wait, well LG was telling me that it takes one to three days for parts to arrive and waiting days plus is not the norm If anyone wants to go to Paul's appliance repair website and read the reviews you will see that I am not the only unhappy customer, the owner *** has a habit of yelling at customers and hanging up on them.
Regar
*** ***
This customer DID call us and tell us that she spoke with LG and they ordered all parts but the die dryerWE cant even order the part for her as she is just a collect call referralI will not entertain this any longerIt is as the customer states a bold face LIE LIE LIE from the customer themselvesI have the note were it is documented that she called usHere is a copy of the note below where the wife called in and spoke to Bri in our officeThis is absolutely ridiculous at this point and they need to contact the warranty company as we have said over and overThis will continue to just go back and forth because all the customer does is argue a point that is not legit and for some reason does not just have the warranty company help themI will not go any further and entertain anything else with this customerI know what is the truth and what happenedThis customer is out of warranty and was sent as an OOW referral, if they want parts covered (which wife called us and said she spoke with LG and they agreed to cover) they will need to get back with LGLG never contacted us with a parts autho approval in order to cover this customers partsWe will NOT service this customer going forward because of the demeanor and attitude given by the customerWe are being attacked unfairly in a situation that should have been taken up with the warranty company and yet customer feels they should attack us in the process of something we have no control over! ** *** *** (Apr 28, 9:AM)Comment AddedPublic Comment:customer lady call in and stated lg told the customer that all parts are covered but the labor is notadditionally they told the customer that all parts were ordered except the drier and the customer just wanted to be sure that the drier was ordered as well...informed her that they will need to take up with the warranty company
We NEVER received any authorization from *** for this customerThis has just been completly fabricated and gone way too farI will not be responding back to anything furtherThis customer has crossed the lines and should be dealing with the warranty company if they want their unit coveredIt was sent over as a COD and when we reached out to *** they DID NOT give us any authorization AT ALL to cover it! If they would have we would have covered with the warranty company
This customer was sent over as a collect call. We went to the home and did call tech support with [redacted] for diagnosing the unit. The service fee of $75 that was paid for was for the trade call/ diagnosis fee. We did as [redacted] explained and we did give the customer a quote. The customer said the part...
was covered by [redacted], however, [redacted] never gave us any information in order to cover the part. This was explained to the customer and customer became abusive with our office staff. As far as screening our calls our phone system does not allow us to "screen" calls. If we are with other customers or away from ur desks, you will be asked to leave a message just like any other business. We did call [redacted] and spoke with a supervisor there about the part. They did not give us an authorization to cover the part and we did give them the notes on the cusotmer. Going forward we will not be able to service this customer due to the hostility and abusive nature of the customer. We cannot refund the diagnosis fee to the customer as this was accured from us going to the home and calling into [redacted] tech support and giving diagnoses per the manufacture of the unit. Customer was aware of the diagnoses fee before coming to his home.
Complaint: [redacted]
I am rejecting this response because:
THIS IS A BOLD FACE LIE. LIE. LIE. LIE. I CANNOT and DID NOT order the parts as I WAS UNABLE TO, ONLY AN AUTHORIZED TECHNICIAN is allowed to order parts. Otherwise I would have done so which would have caused me to not have to wait a month to get the refrigerator fixed. I am so stunned that this Paul's appliance company is saying this, I was told for almost 2 weeks by Bri and Alex (the girls) that THEY ordered the parts through a portal. I was NEVER told that I as the customer was to order parts. This is a complete lie, my husband was never condescending, inagine having a family with 5 children AND NO REFRIGERATOR for almost a month. How would you be feeling? How would you feel after called LG yourself and being told that THE TECHNICIAN is the responsible party to order parts and the only one allowed to order warranted parts and to be told by the technician that THEY DON'T HAVE THE ORDER # for LG to search for the order which is the only way to track an order. I had another company here this morning sent by LG and he said Paul's appliance repair DID NOT WANT TO DO THE WORK, They could not have ordered the parts like they claimed. Sounds like Paul's is a bunch of LIARS. BEWARE. We are reasonable people living respectable lives, raising kids to be good citizens. These claims are completely untrue. See the invoice from Paul's appliance. It reads that THEY are ordering parts for our repair, to wait 7-10 days etc. Complete dishonest liars.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] sent authorization to Paul's Appliance Service, LLC. However, according to [redacted] representatives I spoke with they did not receive nor were they able to contact Paul's Appliance Service, LLC. As far as Paul's Appliance Service, LLC not screening their calls, I strongly object to that claim. When you call Paul's Appliance Service, LLC you are forced to leave a voice mail, which in my case they chose not to return calls. I provided Paul's personally with a copy of our original sales receipt for our dishwasher. One of the things I am most upset about is that they appear to have no concept of what customer service is about. It seems that once they discovered that the parts were under warranty that they were not interested in completing the repair on our dishwasher.Finally, their repairman really came unprepared to correctly diagnose and repair our washer. I don't know if he is just in training or what. We did get our dishwasher repaired by another company. That company's repairman came in with full knowledge of how to troubleshoot and repair the washer. It turned out the washer needed a new pump. Had the repairman from Paul's Appliance Repair, LLC had the knowledge and taken the time to truly troubleshoot our dishwasher he would have discovered that the washer pump needed replacement. I might add here that I am very pleased with the response I received from [redacted]. They covered all of the parts required to repair the washer even though they were not covered under warranty.I will admit that I may have become short during a call with Paul's, but it was out of frustration with their failure to address my concerns. As I said before, they definitely need a course in customer service. I can say without a doubt I will never call them for a repair again and will never recommend them to anyone. I only wish I had believed the write ups on Google and Yelp. It would have saved me a lot of time and stress.
Regards,
[redacted]
This is a wareanty call... we reached out to the warranty company about this...they informed us thst it is nor xovered...the custkmer has been told mNy times now to reach out to them. Please have them rwach oit to the warranty compant. Thank you
Complaint: [redacted]
I am rejecting this response because: As expected this business will not accept responsibility for their poor customer service. No further correspondence is necessary.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: As expected this business will not accept responsibility for their poor customer serviceNo further correspondence is necessary Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: [redacted] sent authorization to Paul's Appliance Service, LLCHowever, according to [redacted] representatives I spoke with they did not receive nor were they able to contact Paul's Appliance Service, LLCAs far as Paul's Appliance Service, LLC not screening their calls, I strongly object to that claimWhen you call Paul's Appliance Service, LLC you are forced to leave a voice mail, which in my case they chose not to return callsI provided Paul's personally with a copy of our original sales receipt for our dishwasherOne of the things I am most upset about is that they appear to have no concept of what customer service is aboutIt seems that once they discovered that the parts were under warranty that they were not interested in completing the repair on our dishwasher.Finally, their repairman really came unprepared to correctly diagnose and repair our washerI don't know if he is just in training or whatWe did get our dishwasher repaired by another companyThat company's repairman came in with full knowledge of how to troubleshoot and repair the washerIt turned out the washer needed a new pumpHad the repairman from Paul's Appliance Repair, LLC had the knowledge and taken the time to truly troubleshoot our dishwasher he would have discovered that the washer pump needed replacementI might add here that I am very pleased with the response I received from ***They covered all of the parts required to repair the washer even though they were not covered under warranty.I will admit that I may have become short during a call with Paul's, but it was out of frustration with their failure to address my concernsAs I said before, they definitely need a course in customer serviceI can say without a doubt I will never call them for a repair again and will never recommend them to anyoneI only wish I had believed the write ups on Google and YelpIt would have saved me a lot of time and stress Regards, [redacted] ***
This is a wareanty callwe reached out to the warranty company about this...they informed us thst it is nor xovered...the custkmer has been told mNy times now to reach out to themPlease have them rwach oit to the warranty compantThank you
This customer was sent over as a collect callWe went to the home and did call tech support with [redacted] for diagnosing the unitThe service fee of $that was paid for was for the trade call/ diagnosis feeWe did as [redacted] explained and we did give the customer a quoteThe customer said the part was covered by ***, however, [redacted] never gave us any information in order to cover the partThis was explained to the customer and customer became abusive with our office staffAs far as screening our calls our phone system does not allow us to "screen" callsIf we are with other customers or away from ur desks, you will be asked to leave a message just like any other businessWe did call [redacted] and spoke with a supervisor there about the partThey did not give us an authorization to cover the part and we did give them the notes on the cusotmerGoing forward we will not be able to service this customer due to the hostility and abusive nature of the customerWe cannot refund the diagnosis fee to the customer as this was accured from us going to the home and calling into [redacted] tech support and giving diagnoses per the manufacture of the unitCustomer was aware of the diagnoses fee before coming to his home
This is NOT a legit complaintFirst of all this was sent to us as a collect call referralWe serviced the call and informed customer of what parts were neededCustomer contacted LG herself and was told by LG rep that they have ordered the parts except the die dryerWe never submitted a part
order for this, as we did not have a formal dispatch from LG stating the parts were covered with autho to orderThis was explained to the customer over and overThe customers husband calls in and reams the staff in the office, and would not hear what we were trying to tell himOnce his wife placed the order for the parts with LG, which is correct procedureThe unit is not under warranty any longer, therefore when she called LG they covered the parts for her and ordered those for herWe do not have a warranty dispatch to place those part ordersWe explained this to the husband and after an hour and half of him on the phone asking the same question different ways and us giving him the same answerHe would not take itWe can only charge him for the labor of the call not the parts as the parts would have been covered under LGI myself tried to explain this to him and even told him his wife called us to let us know she ordered the parts from LGWe explained to him to get with her and to call LG parts so they can make sure they have all he needs orderedHe said that he was told they did not place an order, we explained to him to call them back and have them re place his order for his partsCustomer was very condescending, and would not hear what we were trying to explain to himWe cant do anything about his parts being ordered through the warranty company, as they had already contacted the warranty company to have the parts coveredAfter going on for over an hour I informed him we will no longer be doing business with him (he was very condescending on the phone and even made the other girls in the office uncomfortable.) There is nothing we can do to help this customerThey will need to get with their warranty company in order to have the parts ordered and a referral for another company to come out to complete the repairWe will not being placing anyone in their home, as to the out come of how we were treated on the phonesThe service fee paid was for us to come out and diagnose, that is standard and will not be refunded
Complaint: ***
I am rejecting this response because: maybe the owner of Paul's appliance needs to have a meeting with both Alex and Bri because this is in accurateWe are the customer without a refrigerator, there is no reason for us to make stories upI never ordered partsI am unable to order parts as the customer, I think anyone who has ever had repairs done knows this, but technician is responsible for ordering parts.it is completely impossible for me as the customer to order the parts myself through it is completely impossible for me as the customer to order the parts myself through LG What the owner is referring to when she says I, the wife ordered parts except for the dryer is when I called LG to verify if parts were covered as these parts were needed which is what Paul's appliance told me, she saw that a request was made from the technician needing three out of the four partsBut the order did not complete and in fact a bit of detail I forgot to include in this complaint was that LG also had in their records that the attempt to order the parts was then canceled by Paul's appliance repairCanceled! Pass appliance repair of course did not know of a cancellation when I called to tell them what else he was telling me but they also did not attempt to fix the problem or re-order the parts if that in fact was the caseUltimately, LG is telling me they need a parts order number and only pAuls would have that information as they are the only one authorized to make orders and Paul's appliance was telling me that they do not have an order number and they don't know where or what was going on with our order other than just wait, well LG was telling me that it takes one to three days for parts to arrive and waiting days plus is not the norm If anyone wants to go to Paul's appliance repair website and read the reviews you will see that I am not the only unhappy customer, the owner *** has a habit of yelling at customers and hanging up on them.
Regar
*** ***
This customer DID call us and tell us that she spoke with LG and they ordered all parts but the die dryerWE cant even order the part for her as she is just a collect call referralI will not entertain this any longerIt is as the customer states a bold face LIE LIE LIE from the customer themselvesI have the note were it is documented that she called usHere is a copy of the note below where the wife called in and spoke to Bri in our officeThis is absolutely ridiculous at this point and they need to contact the warranty company as we have said over and overThis will continue to just go back and forth because all the customer does is argue a point that is not legit and for some reason does not just have the warranty company help themI will not go any further and entertain anything else with this customerI know what is the truth and what happenedThis customer is out of warranty and was sent as an OOW referral, if they want parts covered (which wife called us and said she spoke with LG and they agreed to cover) they will need to get back with LGLG never contacted us with a parts autho approval in order to cover this customers partsWe will NOT service this customer going forward because of the demeanor and attitude given by the customerWe are being attacked unfairly in a situation that should have been taken up with the warranty company and yet customer feels they should attack us in the process of something we have no control over! ** *** *** (Apr 28, 9:AM)Comment AddedPublic Comment:customer lady call in and stated lg told the customer that all parts are covered but the labor is notadditionally they told the customer that all parts were ordered except the drier and the customer just wanted to be sure that the drier was ordered as well...informed her that they will need to take up with the warranty company
We NEVER received any authorization from *** for this customerThis has just been completly fabricated and gone way too farI will not be responding back to anything furtherThis customer has crossed the lines and should be dealing with the warranty company if they want their unit coveredIt was sent over as a COD and when we reached out to *** they DID NOT give us any authorization AT ALL to cover it! If they would have we would have covered with the warranty company
This customer was sent over as a collect call. We went to the home and did call tech support with [redacted] for diagnosing the unit. The service fee of $75 that was paid for was for the trade call/ diagnosis fee. We did as [redacted] explained and we did give the customer a quote. The customer said the part...
was covered by [redacted], however, [redacted] never gave us any information in order to cover the part. This was explained to the customer and customer became abusive with our office staff. As far as screening our calls our phone system does not allow us to "screen" calls. If we are with other customers or away from ur desks, you will be asked to leave a message just like any other business. We did call [redacted] and spoke with a supervisor there about the part. They did not give us an authorization to cover the part and we did give them the notes on the cusotmer. Going forward we will not be able to service this customer due to the hostility and abusive nature of the customer. We cannot refund the diagnosis fee to the customer as this was accured from us going to the home and calling into [redacted] tech support and giving diagnoses per the manufacture of the unit. Customer was aware of the diagnoses fee before coming to his home.
Complaint: [redacted]
I am rejecting this response because:
THIS IS A BOLD FACE LIE. LIE. LIE. LIE. I CANNOT and DID NOT order the parts as I WAS UNABLE TO, ONLY AN AUTHORIZED TECHNICIAN is allowed to order parts. Otherwise I would have done so which would have caused me to not have to wait a month to get the refrigerator fixed. I am so stunned that this Paul's appliance company is saying this, I was told for almost 2 weeks by Bri and Alex (the girls) that THEY ordered the parts through a portal. I was NEVER told that I as the customer was to order parts. This is a complete lie, my husband was never condescending, inagine having a family with 5 children AND NO REFRIGERATOR for almost a month. How would you be feeling? How would you feel after called LG yourself and being told that THE TECHNICIAN is the responsible party to order parts and the only one allowed to order warranted parts and to be told by the technician that THEY DON'T HAVE THE ORDER # for LG to search for the order which is the only way to track an order. I had another company here this morning sent by LG and he said Paul's appliance repair DID NOT WANT TO DO THE WORK, They could not have ordered the parts like they claimed. Sounds like Paul's is a bunch of LIARS. BEWARE. We are reasonable people living respectable lives, raising kids to be good citizens. These claims are completely untrue. See the invoice from Paul's appliance. It reads that THEY are ordering parts for our repair, to wait 7-10 days etc. Complete dishonest liars.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: [redacted] sent authorization to Paul's Appliance Service, LLC. However, according to [redacted] representatives I spoke with they did not receive nor were they able to contact Paul's Appliance Service, LLC. As far as Paul's Appliance Service, LLC not screening their calls, I strongly object to that claim. When you call Paul's Appliance Service, LLC you are forced to leave a voice mail, which in my case they chose not to return calls. I provided Paul's personally with a copy of our original sales receipt for our dishwasher. One of the things I am most upset about is that they appear to have no concept of what customer service is about. It seems that once they discovered that the parts were under warranty that they were not interested in completing the repair on our dishwasher.Finally, their repairman really came unprepared to correctly diagnose and repair our washer. I don't know if he is just in training or what. We did get our dishwasher repaired by another company. That company's repairman came in with full knowledge of how to troubleshoot and repair the washer. It turned out the washer needed a new pump. Had the repairman from Paul's Appliance Repair, LLC had the knowledge and taken the time to truly troubleshoot our dishwasher he would have discovered that the washer pump needed replacement. I might add here that I am very pleased with the response I received from [redacted]. They covered all of the parts required to repair the washer even though they were not covered under warranty.I will admit that I may have become short during a call with Paul's, but it was out of frustration with their failure to address my concerns. As I said before, they definitely need a course in customer service. I can say without a doubt I will never call them for a repair again and will never recommend them to anyone. I only wish I had believed the write ups on Google and Yelp. It would have saved me a lot of time and stress.
Regards,
[redacted]
This is a wareanty call... we reached out to the warranty company about this...they informed us thst it is nor xovered...the custkmer has been told mNy times now to reach out to them. Please have them rwach oit to the warranty compant. Thank you
Complaint: [redacted]
I am rejecting this response because: As expected this business will not accept responsibility for their poor customer service. No further correspondence is necessary.
Regards,
[redacted]