Premier Service Group Enterprise Inc

PSG arrempted to service our dishwasher times with no shows and cancellations befor actually fixing it, as they left us with no running hot water
We have an *** dishwasher model *** that we bought November 23, Unfortunately Premier is the the service contractors for ***
Premier technicians first came to fix our dishwasher on April 27, Technician could not fix it and had to order parts.Technician came back on April 29, and could not fix the dishwasherPremier informed me that they will send out a senior technician on May 9, On May 9, they called and said the technician cancelled due to a family emergencyOn May 10, I called to rescheduleA Senior tech came to our home on May 11, He could not fix our dishwasher and had to order more partsAfter a week, I still haven't heard anything, I called to see what's going onPremier scheduled the next service appointment on May 25, They never showed upI called the

Initial Business Response /* (1000, 8, 2016/07/05) */
This response is in regards to the event described by *** ***We are an authorize service center for *** *** and many other organization and performed hundreds of service each monthWe conduct our business at a
professional level at all times and treat every customer with respectIn the event that is beyond our control such as parts delivery and not getting supported by the manufacturer on repairs is something that every service company strives to improve on the relationship so we can better service our customersA couple visits were made because the unit is complicated and the unit had numerous issues
We communicated and updated customer on parts delivery and any issue that occurredOur technician being out for emergency matter is beyond our controlOur Customer Service representative called updated and apologize to the customer but she was always rude about the whole issue from the beginningKeep in mind we are just the service company, we don't get paid until the job is completed
In short, it is not our intention to make our customers upset by breaking house valves, which what occurred t due to age, which is wear and tear, the technician had to turn off the water to the product, which is protocol to perform the jobWe cannot take accountability for something with did not createIf we did we would own up to that
Premier Service Group performed the job in a professional and fair manner as we proclaimed to doThe customer was very hostile rude and threaten the safety of our technician in this event and we reported the incident to manufacturer and informed her we would be calling the cops, since she stated, "she has her sons standing guard at our technicians vans and not let them leave or?"
This is premediated intent to put our employees at risks and Premier Service Group is required to protect the safety our employeesWe advise Mrs*** to move on we don't need to escalate this non-sense any further or we will file a report with the Police Department for her threatening and hostile behavior for keep our technician hostage at her home
*** *** ***

WORST company I have ever done business with...charges customers $for service visit but never provide a quote for the parts and labor They said I would get something by email within to hours, here we are days later, I called today and the girl said "You should get something before we close at 5" Looked at my email including my junk box but nothing yet They seem to have a history of this according to their reviews on Google and Yelp If you can't provide the service people are calling for DON'T answer your phonesI called another company and got a quote within hours and only paid $dollars for the service call which was waive because I let them repair my fridge

The worst service!!! They evaluated for an issue on my built in refrigerator when the technician came out to do the repair the issue was not repaired instead he cut off valves replaced valves & supposedly fixed some leak...the refrigerator never got cold to it’s proper temperature...called them to let them know the issue was not fixed & informed me that they had to do another evaluation...ridiculous because they had already performed an evaluation and had come to a conclusion of what the problem was...HORRIBLE SERVICE!!! In the meantime my groceries have spoiled $worth of groceries!!!

Over charged for mis diagnosed
On May 29th service technician showed up to fix a refrigerator when *** initial call for a service call they asked me if we needed one or two technicians I told them I had a buirefrigerator they said I needed to technicians when they arrived they diagnosed the problem as no power to the refrigerator they never pulled out the refrigerator to see if it was even plugged in they told me I need an electrician I told them that electrician had already been out there and said there was power at the outlet so again I call the electrician documented with video that there was power at the outlet call the appliance company back again and told them that they misdiagnosed on the first service call they came back out and told me again that there was no power I offered to show the video to the technician that there was power at the outlet he again then said then it must be the power cord and again they never pulled out the refrigerator I have paid them $

Initial Business Response /* (1000, 5, 2014/11/06) */
November, 06 2014
Case#XXXXXXXX
Mr. [redacted] complaint:
Response:
Premier Service Group business practice is to provide excellent service to customers. We strive our best to deliver honest and professional conduct. Our staffs...

are trained and a Supervisor is available to assist with escalated issues. The Business Director also responded to this individual and apologized to him about the inconvenience and circumstance via email.
The office was in constant communication with the customer. Mr. [redacted] information was dispatched to us from 3rd party contractor relation with prescheduled time and date for 10/20/14. Our procedure is to contact the customer and make arrangements. We informed Mr. [redacted] the date and time selected will not work and we can accommodate him with another date and time frame available (7:30-1 or 1-6 pm), we would narrow time of arrival with a two hour window. Example, we offered 10/21/14 between 1-6 pm, estimated time of arrival 2 pm-4 pm time frame (2 hour window), then again updated him 5pm-6pm time of arrival, he was not available. The customer confirmed for a new day, Thursday, 10/23/14.
The day of service we updated Mr. [redacted] the progress of time arrival, the technician would arrive at 1:30-3:30. Unfortunately, our technician was caught in a difficult repair and was running behind on schedule. The office called his partner and Mr. [redacted] to inform him that the technician was encountering problems, can we make arrangement for another day. Mr. [redacted] became unreasonable and was upset. The office offered him an option to keep the appointment, but the technician will arrive about 6-7pm. Mr. [redacted] demanded that we show on the next day but we couldn't we had no technician in the area until the following Monday 27th.
In short, Mr. [redacted] is unreasonable and very difficult to deal with. He is demanding and "threatened our staff that he would voice his opinions and ruin our business organization to all avenues of his reach. He also informed the staff that he will get her fired and so forth". Due to his demands and threats we informed the 3rd party company that we will refuse to service Mr. [redacted]. In addition, he also pursued the owner on Facebook and Linkedin account and preceded to "Cyber-Bully" his opinions to the public about his false and incorrect accusation of our organization. He has not only voiced his opinions about the business credibility but the owner as well. We have email exchanges that we refuse to engaged with Mr. [redacted].
The customer has rights to express his opinions and we sincerely apologize for the inconvenience. Mr. [redacted] claimed that his first amendment rights, allows him to antagonize and calls the owner names such as, "Sleazy" and many more. His vindictive behavior is completely repulsive and unreasonable. These actions indicates the customer is not someone we wish to associate with, therefore we advised him to move on.

Initial Business Response /* (1000, 5, 2015/09/03) */
According our record , Mrs. [redacted] was quoted an "inspection fee of $99.00, we would provide a quote if any repair would be required", we also informed her we have gone paperless, that all quotes would be emailed, she also provided that...

information. She agreed to the terms and provided her address and email information. To clarify, that is a common charge for the technician for trip fee and diagnosis the issue. Our technician visited the home and diagnosed the problem, a quote was emailed following the visit.
Mrs. [redacted] is upset because she claimed we did not performed service and she would like a refund because the unit is not repaired. Our technician arrived at her house and spent almost 45 minutes diagnosing the unit. It's the responsibility of the customer to give us an approval to proceed with repair, we sent an email to the customer twice . It's not Premier Service Group responsibility, that any email is forwarded to the "junk box" . Mrs. [redacted] called and claimed she did not receive any email, we verified the email and resent it. She called in and we discussed the quote over the phone. She became angry and threaten to file a complaint and so forth.
Attached, are records of email that were sent to the customer for repair. At this point, we concluded that Premier Service Group has not mis-represented our service and have conducted professional service to the customer. This matter is related to principal, we would refund the customer and admit any error, if that occured. In this case, the customer is not entitled to a refund and we have not conducted any wrong doing.
We strive to treat every customer fairly and do our best to provide professional service in a timely manner. Customers are entitled to their opinions and we value constructive criticism that can better our service. However, we did not do anything wrong in this situation.
[redacted]
Office Manager
Email documentation of delivery or quote sent to Record of service when our technician arrived:
8/17/XX XX:XX: TE there 17 MON, 14:17 to 15:06, INSPECTED AND FOUND CONCERN OF UNIT NOT MAKING ICE FOUND NO WATER GETTING TO THE UNIT CHECKED WATER SUPPLY OK POWER GOING TO WATER VALVE 120 RECOMMEND TO REPLACE THE WATER VALVE. LEFTED WATER SUPPLY OFF. COLLECTED I CHARGED CC ROUGHLY 1.5 HOURS, ordrng 1 80-40002-00 (WATER VALVE), Cllctd $99.00 CC Ref # XXXXXXXXX, saved tckt SdLink\XXXXXa.png,
Email Confirmation to customer:
The quote was email within 24-48 hours after technician diagnosed the unit., we need time to process the diagnosis and research
:
From: [redacted] mailto:[redacted]@psgtoday.com
Sent: Wednesday, August 19, XXXX X:XX AM
To: '[redacted]@YAHOO.COM'
Subject: Invoice from Premier Service Group
[redacted] mailto:[redacted]@psgtoday.com
Sent: Friday, August 21, XXXX XX:XX AM
To: '[redacted]@YAHOO.COM'

Initial Business Response /* (1000, 5, 2016/08/09) */
In response to Mrs. *** complaint; request for a refund, the full amount requested has been declined by management team. $199 was just justified for no show on 06/19/16 and the dispatched of 2 technicians for Viking 42" built in...

refrigerator and 2 dishwasher inspection. The fees include the involvement of our office staff coordinating appointment, follow ups, and trip fee.
We carefully reviewed the incident that originated 06/02/16. The customer contacted Premier Service Group for service for 2 dishwasher and refrigerator. Based on the nature of her explanation the administrator quoted her the fees and the customer agreed to pay the amount disclosed.
2 technicians were dispatch on the original appointed date after we disclosed that our technician was due to arrive between the hours or 1-6 and we would call when the technician would arrive 30 mins to 1 hours prior, we notified her a couple of times and she finally returned our calls. We contacted her the day of service scheduled 06/29/16; she failed to be available within the time frame and 2 of our technicians waited for 15 mins. The customer was difficult from the beginning but we accommodated and rescheduled. She gave specific instructions needed 1 hour exactly to be home for the technician so we agreed for the next service call.
The technician arrived for the 2nd visit, Mrs. *** mentioned that she figured out, another service company worked on the dishwasher. So she wasted our time for dispatching 2 technicians to her home. She no longer needs service for 2 dishwashers, so we proceeded to work on the refrigerator. 2 technicians arrive and spent over 1.5 hours inspecting the refrigerator, there is no power to the unit. They used the training and took readings of voltages and ohms to determine that it's best call an electrician because her outlet possibly has a fault or possible the power cord is at fault. The technician does not have that specific part on their vans and to call us after she did that. The technician did not have to pull the unit out completely; they inspected the power cord location. There were able to conducting testing in the upper part of the refrigerator where power switches are located. We quoted of $199; due to the trip from zip code XXXXX to her address zip code XXXXX is over 80 miles. The fee is for trip and inspection. Due to the size of the unit, the technician may need to pull the unit or do any further diagnosis or quoted her additional repairs.
Premier Service performed our job duty and quoted the customer as need to proceed with repair. We never denied service to the customer she is just upset and disgruntle; she claimed she called an electrician to inspect her outlet. There is no ethical way the electrician can conclude the outlet was good or bad without pulling the unit out, because the technicians inspected the power cord location and it was located on the back and plug into the wall mid-way of the refrigerator. The electrician did not pull the unit out. It's impossible you will need 2 people to do this inspection, 600 lbs., 42". We asked for a receipt from the Electrician and proof that he pulled the unit out and she has not yet provided this information.
Initial Consumer Rebuttal /* (2000, 7, 2016/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am responding to a letter sent by premier Service Group to the complaint I filed. They stated on 619 I that I was a no-show but when I made the appointment I told him I needed one hour notice before the technician showed up the lady that took my reservation said that that was okay and she would know that on the service ticket they called me 15 minutes before the technician showed up and I said there's no way that I can be there in 15 minutes I told you I needed one hours notice. She said that it was noted on the technician service ticket to give me a call when hours notice so she rescheduled to a later date. Also in their response seeing that I need two technicians to pull the refrigerator out because it was a built-in that's the only reason I had two technicians out there when they arrived they never pulled out the refrigerator they were there approximately 30 to 45 minutes and told me that the refrigerator had no power and I needed to call electrician I told them electrician had already been out there and that there was power at the plug so they left. I called the technician and electrician to come out and test the plug I have video tape of the electrician testing the plug showing that there is power at the plug the appliance repair people could have found this out if they would have pulled the refrigerator out as what I had paid for I don't believe I owe 42 technicians to come out and do a service call plus they missed misdiagnosed the problem saying that there was no power at the outlet
There was never any agreement on the dishwashers because Premier Service Group never got back to me on how much the service call would cost for the dishwashers I didn't waste anybody's time whatever in regards to the. Also the note the technicians never looked at the dishwashers or did anything with the dishwashers they were not there for the dishwashers they were there for the refrigerator and a pull the refrigerator out if necessary to check the power which they never did I spent another $80 to have electrician come out again to tell me that there was power at the outlet because of premier misdiagnosed on the refrigerator on the second visit after I had the electrician there the technician came one technician came he did the same exact thing that he did before disconnected some wires plug does own cord in and said that the refrigerator was working fine that the cord was probably bad or he could have figured this out the very first time that they were there if they would have pulled the refrigerator out like I had paid for I don't feel that I 04 two technicians for a service call if anything I owe for one technician A-1 service call for $99 but in all reality he be misdiagnosed on the very first service call saying that there was no power which cost me another $80 so somebody needs to pay for the electrician so that's why I'm requesting a full refund of $199 because somebody needs to pay the money that I paid for the electrician in for the misdiagnosed and the original. Also when the electrician came he did pull the refrigerator out and I have video of that and I have video of that there is power. They never ask for a receipt from the electrician and also I never received a invoice receipt for the initial $199 from them I have proof from the electrician that he came out and pulled out the refrigerator. I'm still requesting a full refund of $199

Initial Business Response /* (1000, 8, 2015/11/03) */
There is not much to explain that this customer is disgruntle and threatened to make our company suffer because he feels he entitle to his opinions. Attached, you will find that our record indicated Mr. [redacted] never confirmed his appointment...

but complained that he was on scheduled. However, Premier Service Group apologized and attempted to compromise with his request by sending our technician early to accommodate his request the next day. In addition, we advised Mr. [redacted] to take his business elsewhere if he was not happy with our service.
As I explained to him, we try to perform our service with integrity and comply to all procedures. If any our staff performed or conducted their job unprofessionally, we would apologize and do our best to accommodate the circumstance, he continued on threatening our company credibility and he would make everyone miserable. He continued by stating, "he would go on twitter, complained to the Revdex.com, and also not show for the appointment since we wasted his time".
In short, this complaint is unnecessary and a misinterpreted by Mr. [redacted].
Initial Consumer Rebuttal /* (2000, 10, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue is resolved, and work done is very good. However their system failed to register the response. I was sure I made the appropriate response to the automated system.