Metro Appliance Service

***See Attached***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted]See Attached[redacted]

Review: Serviceman was installing handle on our ** Profile Advantium 120 Microwave Oven "convection/microwave combination", broke the door frame which the handle attached. The broken door frame was immediately shown to the serviceman who said" the frame was already broken" He was told that not true because I took photos of the Microwave oven before the repairman arrived. The repairman then said" sometimes it happens" but we aren't responsible for cosmetic dama**s". We contacted the warranty company who told us to contact Metro Appliances service. We have not heard anything from Metro Appliance.Desired Settlement: We contact ** Parts, they don't make the part. We want our ** Profile Advantium120 Microwave/convection oven replaced and installed

Metro Appliance Service did damage to my washing machine and when I called them about a follow up appt. and was hung up on by [redacted]. I called back and was told that yes she hung up on me and that I was crazy that they did not damage my washer and [redacted] wanted nothing to do with me or the repair of my washing machine. This company has a F rating for a reason. The person I spoke with knows who she is and FYI maybe should work on customer relations. They have nothing but bad reviews for poor workmanship and POOR customer service. Unfortunately for me, I was assigned to them by [redacted] for extended warranty repairs. Avoid this company at all costs!!

Review: They picked up washer to take to the shop to repair. Spilled water on the floor semi cleaned it up, left dirty foot prints in the laundry room. Both technicians were complaining about someone and arguing with each other. When bringing the washer back they spilled water again, asked for a towel to clean it up and left the dirty towel on my kitchen counter top. They pushed the washer too far back and in turn damaged the dryer vent hose. I called and spoke to the manager and she said there was nothing that they would do for me because I was not right there to not instruct them to not push the washer all the way backDesired Settlement: If nothing else happens just so everyone knows their business ethic.

Review: I submitted a Home Warranty claim via [redacted]) on 7/23/13 for multiple appliances not working - the specific item of contention is the Microwave.

On their initial visit to our property, they had said that the microwave hadn't been authorized for work and they needed to get a work order issued from [redacted] and would repair it upon their return visit to repair the fridge and dishwasher (the following week).

After a week wait, and having received no phone call, we called Metro to get an update and they informed us they would be out the following week. We obliged.

They showed up and were still unable to repair the microwave and reported the part they brought to have been wrong and they needed to special order the part from the manufacturer. We were told another week as was the normal wait time with Metro to handle any items for repair.

After another week (now 4 weeks since work order was created), without any communication from Metro - we followed up with them. They reported they would be out the following week. They did at which time the part still did not work. They removed the microwave in its entirety in an effort to to take back to the shop to repair. Again, were told it would be another week.

The week came and went without a phone call from Metro - again. We followed up. This was yesterday. I spoke with either [redacted] or [redacted] who was the owner of the business. I expressed to her how unacceptable this was both in length of time to complete the repair as well as the overall lack of communication. She stated that she had been on top of it with the warranty company and that in fact [redacted] was delaying her (this of course does not remedy the lack of communication from Metro to me). I asked her to provide me the times and dates she called [redacted] so I could pursue a BB complaint against them as it was not my desire to file a complaint against a party that is not at fault. She refused.

After a good amount of arguing I was disconnected. I immediately called back of which she said she had asked me to hold and placed the call on hold - I contend that was not what had happened. She assured me she would have a definite answer for me today and would contact me as soon as she had it.

To no surprise, I received no call. I called them at 3:30 pm trying to obtain an update and she had left for the day.Desired Settlement: This matter has been handled completely unacceptably. I pay my premium on my warranty every month and still have no microwave after almost 75 days. If Metro is not responsible for the delay as they contended yesterday, I request call logs be given tome so I can file a BB complaint against the warranty company for failure to complete their portion of the contract.

Review: Metro Appliance responded to a service call on 2 [redacted] refrigerators both of which had a "Vacuum Compressor" light on. The diagnosis was that both refrigerators required a freon charge. After the service was completed both refrigerators began to malfunction. Metro Appliance sent out a second technician a few days later who said that one of the refrigerators needed a new compressor and the other just needed an adjustment. Please note that both refrigerators and freezers were working well prior to Metro Appliance servicing the units. I was told by Metro that the parts were on order. Upon my Warranty company calling Metro Appliance 10 days later Metro declined completing the work.

The repair was re-assigned to a [redacted] certified repair company who reported that both refrigerator units were over charged resulting in excessive damage and suggested that refrigerator and freezer compressors be replaced. The repairs have been completed and the refrigerators are again working to spec. The repair cost was $3,660. plus the parts that were supplied by [redacted] under warranty.Desired Settlement: Metro Appliance performed an incorrect repair that resulted in excessive damages. They should be responsible to pay for the damages that resulted from incompetence by their technician. When the technician was performing the service he said he needed to be careful not to over charge the units which is exactly what he did. Our Warranty company paid for a substantial portion of the repairs but we still had an out of pocked of $800 plus the $170 paid to Metro Appliance at the time of service.

Business

Response:

I need to discuss this with our company attorney and the owners before I respond. Please be patient. Thank you