Gonazlez Francis

On December 29th, 2016, we had received a work order request from [redacted] We accepted the request to service this customer. Upon arrival to the customer's home, we determined that drawer rails and a handle needed to be replaced in order to correct her door problem. We notified the...

warranty company electronically on the same day. The request was approved, and we placed an order for two drawer guide rails and a door handle. The right door rail and a door handle were immediately available, but the left door rail was on national backorder with the manufacturer, [redacted] until 03/20/17. We discussed this matter with the warranty company, but they decided to wait for the part to arrive instead of immediately cashing out her agreement. We had notified the customer, who refused to call her warranty and hold them responsible. Part availability is completely outside of our control and thereby we could not complete the service request without the part. Thereby there is really absolutely nothing we can do. The warranty company is the only party responsible to handle this case. At this time, the warranty company still did not resolve the matter. Mam. Your anger and verbal harassment of our office staff is completely misdirected. As I already told you numerous times, you need to speak to your warranty company[redacted] at [redacted]. Your part is not available at any vendor, including your manufacturer ** until 03/20. Your warranty company is the one making you wait and it has absolutely nothing to do with us. You pay your premiums to them and work with them, not with us. We are just a contractor directed by your warranty company. Please remove your baseless and hateful negative comments!