Golden In Home Services

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me ONLY if the problem with my machine COMPLETELY resolved regardless of the number of attempts necessaryHowever, after viewing the email from the company on 10/3, I didn't receive any contact from themI called them on OctI was then placed on hold for minutesWhile holding, my phone slipped and brokeI will return the call first thing on Monday I was completely dismayed by lack of attempt to contact me and placing me on hold for such a long period of time versus scheduling an immediate revisit Thank you for your help regarding this matter Regards, [redacted]

We will/ have contacted this customer to resolve the issue immediatelyWe recieved a work order for the customer for a PE error code which is indicating the clutch on the washing machine is not engaging or disengaging Upon diagnosis we found that the motor that disengages the clutch ( the complainant refers to this as "sensor") was not working at a certain pointWe ordered parts for the issue but a mistake in part ordering was made in ordering the clutch instead of clutch motorAnother technician revisited and installed the parts but the issue persisted without installing the clutch motorWe then replaced the clutch motor on another tripOver month passed before customer contacted us again saying that the unit was unbalanced and making loud noiseWe sent a tech out but she refused service and wanted the orginal techHe was sent out and could not reproduce the symptom of any noises but did find the unit off balance and replaced the dampers for thisWe had believed that the issue was fixed but a break down in communication has prevented us from knowing this customer needs service stillIn order to prevent any issue like this occuring again, we shall strive to send the same technican to each customer when at all possibleThis will help will further issues as the orginal tech will be most knowledgeable about the unit and its symptomsOur office is also trying to correct any voicemail and phone issuesI intend on staying atop this issue as well as preventing further issues of the nature

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me ONLY if the problem with my machine  COMPLETELY resolved regardless of the number of attempts necessary. However, after viewing the email from the company on 10/3, I didn't receive any contact from them. I called them on Oct. 9. I was then placed on hold for 7 minutes. While holding, my phone slipped and broke. I will return the call first thing on Monday.  I was completely dismayed by lack of attempt to contact me and placing me on hold for such a long period of time versus scheduling an immediate revisit.   Thank you for your help regarding this matter.
Regards,
[redacted]

We
will/ have contacted this customer to resolve the issue immediately. We
recieved a work order for the customer for a PE error code which is indicating
the clutch on the washing machine is not engaging or disengaging....

Upon
diagnosis we found that the motor that disengages the clutch ( the complainant
refers to this as "sensor") was not working at a certain point. We
ordered parts for the issue but a mistake in part ordering was made in ordering
the clutch instead of clutch motor. Another technician revisited and installed
the parts but the issue persisted without installing the clutch motor. We then
replaced the clutch motor on another trip. Over 1 month passed before customer contacted
us again saying that the unit was unbalanced and making loud noise. We sent a
tech out but she refused service and wanted the orginal tech. He was sent out
and could not reproduce the symptom of any noises but did find the unit off
balance and replaced the dampers for this. We had believed that the issue was
fixed but a break down in communication has prevented us from knowing this
customer needs service still. In order to prevent any issue like this occuring
again, we shall strive to send the same technican to each customer when at all
possible. This will help will further issues as the orginal tech will be most
knowledgeable about the unit and its symptoms. Our office is also trying to
correct any voicemail and phone issues. I intend on staying atop this issue as
well as preventing further issues of the nature.