Protex Appliance Repair and Sales

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Protex Appliance Repair & Sales pride ourselves on having great customer service as well as honestyWe never want to mislead our customers in any wayThe communication, or lack there of, in this situation was unacceptable on our behalfWith acknowledging that we explained to the customer in great detail on how the mis-communitcation occurred and compensated them for their trouble and any inconvenience that we may have causedWe admit our mistakes and right our wrongs as we have done so in this situation

Complaint: ***
I am rejecting this response because: the technician did NOT diagnose the problem as the manager claimsDiagnosing would involve something more than opening and closing the oven door and turning on the oven, the ONLY things the first AND second repairmen didIt speaks volumes to the dishonesty of this company (and the respondent in particular) that they are claiming to have done these things when the female I spoke with, *** ***, admitted that she was unaware of, both, the fact that I told them they were ordering the incorrect part and what part should've been ordered, and that the repairmen never did anything beyond what was stated above to diagnose the oven Management is erroneous in their belief that I consider myself more important than anyone elseAs stated in my previous complaint, I was TOLD by representatives of the company that I would be placed on the schedule the day after my part came inI was told that multiple timesIf they had no intention of honoring that commitment, then it is management's fault in allowing their employees to make such claimsIf a representative of the company makes a commitment, it is not the fault of the customer to hold them to that and file a complaint when they fail to make good on it This company not only failed to provide a service which THEY WERE PAID FOR, but they were unprofessional in every sense of the word-from rude, base employees, to dishonest customer service representatives to their inexperienced repairmenThey cancelled the appointment that was scheduled for today with no prior notice and they still have $of my moneyEssentially, they have taken my money and have not done ANYTHING to repair my ovens In addition to my grievances, I can now add the fact that they have my money and have not completed a job they were paid for.
Regards,
*** *** ***

Mrs*** is one of many customers that we serviceWe service over customers a month who all feel as if their appliance issue is high priorityWe've been in business for over years now and have been with Mrs***'s home warranty company for a yearWe've done over 1,calls for her
warranty companyPer our contract with *** we have hours to get Mrs*** on the scheduleHer work order was sent to our company on Novand we had her a appointment on Nov3, so we are in compliancePer our contract with *** we are suppose to do everything in our power to fix the issueSometimes it may take one or two technicians to fix the problem or find the solution to a specific issue due to the fact that some technicians have more experience then the otherIt may also take more than one part to correct the customers issueMrs*** made it abundantly clear that she is a military wife and that she provide food and such for other military soldiers so she felt that her appliance issue was more important then our other customersWe live in a military town so 90% of the residents here are military which makes her no different then any other customerEven though Mrs*** provided us with some help information regarding her appliance issue we still have to perform our own diagnosisAt that time the technician did order a part that did not fix her issueWe then re-diagnosis her appliance and ordered the correct partWhen the part arrived Mrs*** demanded that we put her on the schedule the same day or very next dayNormally we can accommodate the request but because we do have a high volum of other customers and the time of the year, we were booked the next dayOur contract with *** does not require us to work over the weekend and we were already booked on that MondayWe offered her the very first appointment that we had available which was Tuesday and she was unhappy with thatShe demanded that we bump another one of our customers to fit her in as she felt that her issue was more important then the many other customers that were before herWe did everything in our power and within our contract to fulfill Mrs*** needs and in a timely mannerWe can not control the shipping time for her parts nor can we control where her warranty company purchase her parts which in our contract her warranty company order all partsWe have to wait just like herMrs*** was and is very rudeShe has no regard for other customers and no respect for people providing her serviceI understand that Mrs*** paid a service fee at the time of the first diagnosis but that is nothing we can controlThat term is actually in the body of her contract with ***We performed everything that our contract with *** required of usWe feel that Mrs*** does not fully understand the terms and conditions of her contract with *** and may feel unhappy with the process her contract require her to go throughWe do understand that it gets frustrating to be without something that you use on a daily basis but we can't over ride the terms and conditions of our contract with her warranty company just because she's frustrated

Protex Appliance Repair & Sales pride ourselves on having great customer service as well as honesty. We never want to mislead our customers in any way. The communication, or lack there of, in this situation was unacceptable on our behalf. With acknowledging that we explained to the customer in...

great detail on how the mis-communitcation occurred and compensated them for their trouble and any inconvenience that we may have caused. We admit our mistakes and right our wrongs as we have done so in this situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]