Matt's Appliance Service, Inc.

Review: I have a washing machine in which I purchased the extended warranty from [redacted]. The washing machine doesn't dispense Fabric Softener therefore I contacted the extended warranty service through [redacted]. They took all my information including noting that we had dogs and based upon my location, forwarded it to Matt's Appliances in Timberville. A Matt's Appliance representative contacted me on 06/30/2014 and left a message on my cell phone. When they didn't reach me, they contacted my finance immediately after. He asked if they could come 07/03/2014 and they said they could not. The representative stated they "did not work past 5 on Thursdays or Fridays." She proceeded to say they had an appointment open Wednesday (7/02/2014) between 2-5. My finance then stated we would not be home then. The representative then said "leave a key somewhere that the technician can find it." He then said he would put the key under the mat. My mother in law arrived at our house at 1:30pm on 07/02/2014 to pick up the dogs from our home since the technician was supposed to arrive between 2pm-5pm. Upon her arrival, she noticed a pink ticket that stated, "------, Sorry I couldn't look at the washer. The dogs wouldn't let me in the room, acted very aggressive. Please call the office the reschedule. Thanks, -------". I then contacted Matt's appliance to find out why they didn't come at the requested time. I explained to them what happened and that my mother in law was still waiting at the house to take the dogs. The representative tried to contact the Technician but could not get an answer. I stated he was early and didn't try to contact me to let me know that he was. She stated "there was a key left under the mat so if he's early he can let himself in." I asked if he could come back and do it and she stated "Our technicians do not wait, they do not call, and they do not double back." The representative then said she would contact me once the Technician contacted her. I gave my mother in law their contact number so if she waited too long at our home she could call them since I was at work. I hadn't received a call back in 20 mins so I contacted them and spoke with a different representative. I explained to her what was going on and she said they have already talked to me twice. I said that was not me but my mother in law who was trying to find out if the Technician would come back later between the 2-5 time frame. She then said they had already scheduled an appointment to come back Monday between 9am-1pm. I stated then that the Technician should come back today to fix it since he wasn't supposed to come between 2-5 and she stated he could be in a different area. She then stated that he said we had "an aggressive black dog and he couldn't get in the laundry room." I told her that the dog is 4 lbs and I had arranged for someone to get the dogs and since he came early and didn't let me know that's why they were still there. I asked her if I could have the Technician's number and she stated "we can't give it out." She also stated "we get 100s of service calls a day and they move on." I then cancelled the appointment that was scheduled for Monday 07/07/2014. I contacted my warranty repair service and they said they would schedule another provider. I received another call from a gentleman at the [redacted] warranty service and he stated " they are not supposed to come in to your home unless someone 18 or older is present." They are setting up a new provider to come and will not be using Matt's Appliances.Desired Settlement: Customer service personnel needs to learn customer service skills. This is a terrible way to do business and no one should be subject to this level of customer service. The technicians should not be allowed to enter a home unless the customer is present.

Business

Response:

Customer was scheduled with a notation that a key was left

to open the door. No notation was made or given regarding the fact that there

were dogs on premise either from the dispatching company or the consumer. On accessing the house with the key, it was noticed by

the technician that there were dogs in the house. There was a gate that the

dogs were behind; however, the washer to be serviced was also behind the gate.

For safety, the technician held his tool bag over the gate to determine if it

was safe for him to proceed. One of the dogs acted aggressively, jumping and

biting towards the bag, so he left a note for the customer to call to

re-schedule and left the premises.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If dogs were present and no note was supposedly present about them, contact the client. A simple phone call only takes one minute. Dogs would have not been present if the technician arrived the scheduled window from 2pm - 5pm. Company SHOULD NOT be entering homes where clients are not present to begin with. It is a huge liability for the company if the technician makes a copy of the key or anything goes missing inside of a client's home.

Regards,