IWA Appliance Repair Reviews (%countItem)
IWA Appliance Repair Rating
Address: HC2 Box 6269, Keaau, Hawaii, United States, 96749
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Address: HC2 Box 6269, Keaau, Hawaii, United States, 96749
Phone: |
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Add contact information for IWA Appliance Repair
We contacted Lowes Warranty service to file a warranty issue with our refrigerator on 11/7/2019. In turn Lowes contracted out with IWA appliance repair to find out what was wrong with our refrigerator. Water was leaking from our upper ice maker. According to Lowes an appointment with IWA was set for 11/15/2019. On 11/12/19 we got a voice message from Anna at IWA asking us if it was the same problem we experience the previous year with the same refrigerator. In calling Anna back she said rather than driving all the way out to our home, she was going to contact Samsung and get back to us.
On 12/6/19 I left a voice message for IWA stating the lower ice machine was now not working properly also making the ice crushed like. The same day Anna returned my call saying she'll run the info by Lowes adding the lower ice machine issue. No call back from the company!
1/13/2020 I left a voice message-ice machine issues still the same and stating that I had never gotten a call back from her from 5 weeks ago. No call back from the company was made to me!
2-5-2020 I again left a voice message regarding the warranty service never performed on our refrigerator. No call back from the company was made!
2-5-2020 spoke with Lowes Warranty and Yvette from Lowes stated that IWA said the repair was complete and they closed the case. No contact was ever performed by IWA except deceitful phone messages to us. They never came out to our home!
Subject: Complaint ID
With regard to Complaint ID:
At the time the service request was created by ***, IWA Appliance Repair was an Authorized Service Provider for ***. On initial attempted contact with customer after receiving service request via *** Service Bench portal on 11/12/2019, I left a message requesting more information on the customer’s complaint with her refrigerator. The customer lived 83 miles one-way from our shop and customer was well aware that we performed repairs on her area (Hawi) once a week. She was also aware that parts needed for any repairs require a call to Samsung for affirmation of the repair and parts required, followed by a submission to *** for either approval or rejection. This process alone can take 5 to 10 business days for a refrigerator that is not in a NO COOL operation. The customer’s appliance was still operating as a refrigerator. Once approved, parts need to be sourced, ordered, and delivered to us before we can set a repair appointment. Each step of the way, I called and left messages for the customer as is standard practice if the customer does not answer the call. We had performed the Samsung service bulletin repair on both ice makers in the customer’s refrigerator a year earlier to the most recent failure. Customer was advised to raise the temperatures in her not to between 40 and 42 degrees for the refrigerator and around zero degrees for the freezer. She was also educated on correct maintenance procedures to avoid further failure of her ice makers.
The customer was keeping temperatures lower than advised which will cause the issues she has been experiencing because Hawai’i’s climate is too humid to run the refrigerators efficiently without causing them to ice up. If the seals are not maintained, the warm humid air freezes in the vents.
Secondly, due to no initiation by ourselves, we were disinvites to provide service for *** and their extended warranty customers in early January, effectively disallowing us from providing any further work on all open tickets.
*** are responsible for the extended warranty on the appliances they sell to their customers and it is *** responsibility to locate another service provider for the customer or replace her refrigerator.
This responsibility does not belong to IWA.
Customer was called on several occasions and we stopped by her house twice in an attempt to receive some kind of response or acknowledgement from her with no success.
We never once advised *** the repair was complete, but did close the service request due to our services no longer being required by ***.
Anna C
IWA Appliance Repair, LLC
808-264-2140