Preway Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] After the credit of $has been issued to my account, I will consider this matter resolved Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have reviewed the response made by the business in reference to complaint ID ***. Given the reply from the business, I am requesting that a credit be issued, less the $service charge and 20% restocking fee plus tax. Once the credit has been issued, this resolution will be satisfactory to me and the matter will be resolved.Sincerely, *** ***
Sincerely,
*** ***

In reference to customer appointment on Oct.** Please note that technician DID arrive early & as stated , we did call the customer THREE TIMES in an attempt to work out the time problem before leaving their home.The customer makes no mention of a follow up call on 10/** when they were not home
At this point, we are still waiting to hear from the customer for when they will be availableWe always have charged the customer's credit card the day before arrival to be sure the card is valid and in good standingWe are most willing to try again to make the customer happyWe will give them a hour time window for any morning they desire from 9-If they do not wish to continue the repair, a credit will be issued less the service charge + 20% restocking fee for the parts for a total of $119.50+tax We will do whatever make the customer happy

As you can plainly see from the attachment , the credit of 224.38 was issued back to the customer on NOVEMBER [redacted], 2015. If there is an issue with her card , they would need to contact their cardholders bank if there was an issue on their end perhaps. As far as we are concerned tho, we DID satisfy the customers's request and DID issue a credit back to her credit card as per our attachment showing our merchant copy of the initial credit back to their credit card done 11/*/15

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  After the credit of $224.38 has been issued to my account, I will consider this matter resolved.
Sincerely,
[redacted]

Review: My husband and I own a Jenn-Air brand refrigerator with a non-working water filter. Per phone call to Jenn-Air, Preway Service Inc. (“Preway”) was recommended as a service provider so we called Preway to make a service appointment. I provided Preway with my credit card information over the phone to secure the appointment. Preway technician came to our home in early October 2015 to diagnose the problem and advised that replacement parts would need to be ordered and technician would need to return for a followup appointment.

I made a followup appointment for Wednesday, October **. Preway does not schedule pre-set appointment times. Customer must call the morning of the appointment to receive a time block. I called at 9:15AM and was provided with an 11AM-1PM time block. I advised the Preway rep who I spoke with that I would not be home from work until 11:30AM. Preway rep advised that they would call 30 minutes prior to the technician’s arrival. While I was at work, I received two missed calls from the technician at 10:40AM and 10:41AM. I then received a voicemail from a Preway office rep at 10:45AM stating that the technician had been at the home for 10 minutes and that I would need to call the office. At 11:15AM, I finished work and called the Preway office while driving home. Preway office rep I spoke to stated that the technician came early, could not wait for me to return home and that I would need to re-schedule the appointment. The tone and passive aggressiveness of the Preway rep was nasty, at best. Annoyed and frustrated, I advised the rep I would call back to re-schedule. My plan was to speak to my husband and call to re-schedule the appointment.

This morning, I noticed that Preway charged my credit card for the full amount of the work to be performed $384.73. Per consultation with my husband, I am now filing this complaint. Our issues with Preway are as follow:

• Preway completely ignored my input stating that I would not be home until 11:30AM

o This represents poor customer service, at best

o If this was an issue, Preway rep should have advised me to schedule a new appointment when I first called at 9:15AM

• Preway did NOT call me 30 minutes prior to the technician’s arrival as they stated they would

• Preway arrived EARLIER than the pre-designated time block

o It is unacceptable for Preway to arrive early for an appointment and become annoyed with me (a customer) because I was not home

• Preway was never authorized, over the phone or in writing, to charge my credit card

o What justification does Preway have for charging my credit card for work that has yet to be performed?

I can confirm all times listed above, per my cell phone records.Desired Settlement: I am requesting that Preway issue a credit on my credit card for the full balance of $384.73. Given the way Preway conducts business, I have no desire to do business with them.

Business

Response:

In reference to customer appointment on Oct.** Please note that technician DID arrive early & as stated , we did call the customer THREE TIMES in an attempt to work out the time problem before leaving their home.The customer makes no mention of a follow up call on 10/** when they were not home. At this point, we are still waiting to hear from the customer for when they will be available. We always have charged the customer's credit card the day before arrival to be sure the card is valid and in good standing. We are most willing to try again to make the customer happy. We will give them a 3 hour time window for any morning they desire from 9-12 If they do not wish to continue the repair, a credit will be issued less the 89.50 service charge + 20% restocking fee for the parts for a total of $119.50+tax We will do whatever make the customer happy

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Given the reply from the business, I am requesting that a credit be issued, less the $89.50 service charge and 20% restocking fee plus tax. Once the credit has been issued, this resolution will be satisfactory to me and the matter will be resolved.Sincerely, [redacted]

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. After the credit of $224.38 has been issued to my account, I will consider this matter resolved.

Sincerely,

Business

Response:

As you can plainly see from the attachment , the credit of 224.38 was issued back to the customer on NOVEMBER [redacted], 2015. If there is an issue with her card , they would need to contact their cardholders bank if there was an issue on their end perhaps. As far as we are concerned tho, we DID satisfy the customers's request and DID issue a credit back to her credit card as per our attachment showing our merchant copy of the initial credit back to their credit card done 11/*/15

Review: My oven (Viking) stopped lighting in January 2014 and Preway was recommended by my building superintendent. Preway came on 2/*/2014 and stated 2 parts need to be replaced (Spark Module and Oven Spark electrode). Parts were ordered and installed on 2/**/2014. I was charged $629.78 for the replacement parts and installation.

We used the oven once, but the next time we tried to use it, it was not working. I repeatedly called Preway over the following 6 weeks (I was told they provide a 90 day warranty on parts and labor). Most of the time, I was told that I had to speak to the [redacted] ([redacted]) and he left for the day. When I did speak to [redacted], he told me the parts were ordered, but out of stock at Viking so that was causing the delay. The next week, I called and the woman said that no parts had been ordered.

On 5/*/2014, I called again to follow up on the parts and was told that no parts were received and the next shipment would be received on Monday, 5/*/2104. On 5/*/2014 my superintendent called Preway and set up an appointment to repare the oven under warranty on 5/*/2014 (apparently parts were available?). On 5/*/2014, Preway replaced the Oven Spark electrode under warranty. Oven worked that evening. On 5/**/2014, oven was not working again.

Both times, after one use of the oven, it stopped working.

I called preway on 5/**/2014 and set up another appointment for 5/**/2014. I was told this was after the warranty period (Preway told my superintendent the warranty period resets when new parts were installed, but when I spoke to them, they said that was not the case). The technician came on 5/**/2014 and said the Viking part was faulty (both parts) and I needed to call Viking to complain about quality of part and they would also call to get new part.

6/*/2014 called Preway twice to follow up on replacement part. First time I was told to call back in 20 minutes, the second time [redacted] left for the day.

I paid $629.78 for my oven to be repaired and it still does not work.

Consumer

Response:

At this time, I have not been contacted by Preway Service regarding complaint ID [redacted].

Sincerely,