My wife and I are disabled and I am currently bedridden Therefore, we often have to depend on others for issues like appliances, repairs, etc We had a good experience with Wagner's several years back which is why when another need arose we went back to them
We purchased a dryer from the store manager (a young MrWagner) Upon delivery we noticed that it did not seem to heat up like our old one did We contacted the store back (again speaking with young MrWagner) and told him about the problem We suggested replacing the dryer but were told that they would send out a repairman in "a little bit'" Four hours later, the repairman arrived and replaced the thermostat in the dryer He also told us that our dryer vent inside the apartment was most likely blocked and would need to be cleaned out After he left, we contacted our apartment maintenance and they responded the next day, cleaning out the vent shaft
Two days later (Saturday), the same problem still existed My wife called back and spoke to the younger MrWagner As she was trying to explain what was going on, he cut her off mid-sentence and told her to disconnect the vent hose and run thee dryer like that My wife is physically unable to move the dryer and was very upset Additionally, running an unvented dryer is not a good idea when one if the residents is bedridden (possibility of fire) I called the store back and spoke with the young MrWagner and again explained the problem, asking him if we could simply exchange the dryer He cut me off in mid-sentence and said he would send someone out again even though the problem was not with the dryer I tried to tell him that we had our maintenance clean out the vent pipe but he kept cutting me off as if he didn't want to hear it After another hour or so, I called back to find out when someone was coming out This time I spoke to the repairman who said that he was coming by our apartment on his way home to attend a funeral He said he would stop by and take the vent hose off for us He never came by Mind you we waited until dark, hoping he would come by
By Monday, our frustration level was beginning to rise I called and asked when MrWagner the owner would be in and was told by the younger MrWagner he would be in around 1: When I called back around 2:the younger MrWagner answered and I asked to speak with the older MrWagner I was told to hold on and he would find him for me The next person to get on the line was the repairman who apologized for missing the appointment Again, I asked for the older MrWagner and he stammered that he was not sure where he was The next voice on the line was the younger MrWagner He said he was the owner and was the older Wagner Unfortunately, I can easily recognize voices and I knew who he was He immediately started telling me how we needed to do this and that and would not let me get a word in I simply told him he was not who I wanted to talk to and that we were done and would figure out a solution ourselves
Shortly thereafter, we received a call from the older MrWagner He was extremely irate and rude He said they were sending out a repairman at that time He kept telling me the problem was ours and they were doing us a favor I told him that we were done with them and they could cancel the repair call He kept insisting that we let the repairman come in, which at this time we were not going to do (and did not) He kept berating me and raising his voice at which time I hung up
Issues:
- The younger MrWagner tried to pass himself off as the older MrWagner repeatedly I specifically asked for the older MrWagner
- When we asked for a replacement dryer twice, we were brushed off
- Regarding the appointment issue, I do understand things happen But no one outside the repairman ever said they were sorry It took us calling them to let them know the appointment was missed My wife had to stop everything and wait for someone who never came We kept being told they were "doing us a favor."
The manager as well as the repairman knew that we were disabled and we feel like that we were simply taken advantage of We went through another situation very similar to this a couple of years ago and it wound up costing us a lot of money with no repair
They did not listen to us They heard only what they wanted Sometimes the best (and hardest) thing to do as a business owner is to admit your people dropped the ball and say "I'm sorry."
My wife and I are disabled and I am currently bedridden Therefore, we often have to depend on others for issues like appliances, repairs, etc We had a good experience with Wagner's several years back which is why when another need arose we went back to them
We purchased a dryer from the store manager (a young MrWagner) Upon delivery we noticed that it did not seem to heat up like our old one did We contacted the store back (again speaking with young MrWagner) and told him about the problem We suggested replacing the dryer but were told that they would send out a repairman in "a little bit'" Four hours later, the repairman arrived and replaced the thermostat in the dryer He also told us that our dryer vent inside the apartment was most likely blocked and would need to be cleaned out After he left, we contacted our apartment maintenance and they responded the next day, cleaning out the vent shaft
Two days later (Saturday), the same problem still existed My wife called back and spoke to the younger MrWagner As she was trying to explain what was going on, he cut her off mid-sentence and told her to disconnect the vent hose and run thee dryer like that My wife is physically unable to move the dryer and was very upset Additionally, running an unvented dryer is not a good idea when one if the residents is bedridden (possibility of fire) I called the store back and spoke with the young MrWagner and again explained the problem, asking him if we could simply exchange the dryer He cut me off in mid-sentence and said he would send someone out again even though the problem was not with the dryer I tried to tell him that we had our maintenance clean out the vent pipe but he kept cutting me off as if he didn't want to hear it After another hour or so, I called back to find out when someone was coming out This time I spoke to the repairman who said that he was coming by our apartment on his way home to attend a funeral He said he would stop by and take the vent hose off for us He never came by Mind you we waited until dark, hoping he would come by
By Monday, our frustration level was beginning to rise I called and asked when MrWagner the owner would be in and was told by the younger MrWagner he would be in around 1: When I called back around 2:the younger MrWagner answered and I asked to speak with the older MrWagner I was told to hold on and he would find him for me The next person to get on the line was the repairman who apologized for missing the appointment Again, I asked for the older MrWagner and he stammered that he was not sure where he was The next voice on the line was the younger MrWagner He said he was the owner and was the older Wagner Unfortunately, I can easily recognize voices and I knew who he was He immediately started telling me how we needed to do this and that and would not let me get a word in I simply told him he was not who I wanted to talk to and that we were done and would figure out a solution ourselves
Shortly thereafter, we received a call from the older MrWagner He was extremely irate and rude He said they were sending out a repairman at that time He kept telling me the problem was ours and they were doing us a favor I told him that we were done with them and they could cancel the repair call He kept insisting that we let the repairman come in, which at this time we were not going to do (and did not) He kept berating me and raising his voice at which time I hung up
Issues:
- The younger MrWagner tried to pass himself off as the older MrWagner repeatedly I specifically asked for the older MrWagner
- When we asked for a replacement dryer twice, we were brushed off
- Regarding the appointment issue, I do understand things happen But no one outside the repairman ever said they were sorry It took us calling them to let them know the appointment was missed My wife had to stop everything and wait for someone who never came We kept being told they were "doing us a favor."
The manager as well as the repairman knew that we were disabled and we feel like that we were simply taken advantage of We went through another situation very similar to this a couple of years ago and it wound up costing us a lot of money with no repair
They did not listen to us They heard only what they wanted Sometimes the best (and hardest) thing to do as a business owner is to admit your people dropped the ball and say "I'm sorry."