Sam Brown & Son Sheet Metal

Executive Appliance Service received the above-referenced customer complaint and appreciates the opportunity to respond.We received a work order from [redacted] Range LLC on 11/23/15, requesting service on client's double wall ovenWe left the client a voice mail on 11/23, asking her to call our office for scheduling.On 11/24, service was scheduled for 12/2/at the client's residenceOn 12/2/15, our technician found client's oven to need new cooling fansOur technician called into our parts department and ordered the partsThe parts were on back order with [redacted] with an ETA of about weeksThe parts were received at our warehouse on 12/and the client was called and scheduled for 12/17.On 12/17, our technician found that the unit also needed control boardsControl boards were ordered and were received within a day and client was rescheduled for service on 12/23.On 12/22, our technician had cancellations in his route so we moved client's schedule date to 12/and completed the service callThe unit now works perfectly.We do realize that the original problem was misdiagnosed and regrettably left the client with a non-working ovenAt all times, we did our part to expedite serviceoccasionally, parts are on back order with the factory but that is entirely out of our control

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me? While the vendor misrepresents their culpability in addressing the problem, I do accept that the problem is now resolved.The bottom line is that this vendor Lacked any sense of urgency in addressing the issues, did not adequately engage with *** to resolve the problem expeditiously, and misdiagnosed the problemThey did not reserve the parts on first order, and did not order all pets as required by the first technician.Having said that, the final technician was respectful and provided impeccable service and his work and diligence in fixing the problem was greatly appreciated.I consider this now resolved, but I stand behind my original complaint.Regards.*** ***

Executive Appliance Service received the above-referenced customer complaint and appreciates the opportunity to respond.We received a work order from [redacted] Range LLC on 11/23/15, requesting service on client's double wall ovenWe left the client a voice mail on 11/23, asking her to call our office
for scheduling.On 11/24, service was scheduled for 12/2/at the client's residence.? On 12/2/15, our technician found client's oven to need new cooling fansOur technician called into our parts department and ordered the partsThe parts were on back order with [redacted] with an ETA of about weeks.? The parts were received at our warehouse on 12/and the client was called and scheduled for 12/17.On 12/17, our technician found that the unit also needed control boardsControl boards were ordered and were received within a day and client was rescheduled for service on 12/23.On 12/22, our technician had cancellations in his route so we moved client's schedule date to 12/and completed the service callThe unit now works perfectly.We do realize that the original problem was misdiagnosed and? regrettably? left the client with a non-working ovenAt all times, we did our part to expedite service.? occasionally,? parts are on back order with the factory but that is entirely out of our control?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  While the vendor misrepresents their culpability in addressing the problem, I do accept that the problem is now resolved.The bottom line is that this vendor 1. Lacked any sense of urgency in addressing the issues, did not adequately engage with [redacted] to resolve the problem expeditiously, and misdiagnosed the problem. They did not reserve the parts on first order, and did not order all pets as required by the first technician.Having said that, the final technician was respectful and provided impeccable service and his work and diligence in fixing the problem was greatly appreciated.I consider this now resolved, but I stand behind my original complaint.Regards.[redacted]

Executive Appliance Service received the above-referenced customer complaint and appreciates the opportunity to respond.We received a work order from [redacted] Range LLC on 11/23/15, requesting service on client's double wall oven. We left the client a voice mail on 11/23, asking her to call our office...

for scheduling.On 11/24, service was scheduled for 12/2/15 at the client's residence. On 12/2/15, our technician found client's oven to need new cooling fans. Our technician called into our parts department and ordered the parts. The parts were on back order with [redacted] with an ETA of about 2 weeks. The parts were received at our warehouse on 12/14 and the client was called and scheduled for 12/17.On 12/17, our technician found that the unit also needed control boards. Control boards were ordered and were received within a day and client was rescheduled for service on 12/23.On 12/22, our technician had 2 cancellations in his route so we moved client's schedule date to 12/22 and completed the service call. The unit now works perfectly.We do realize that the original problem was misdiagnosed and regrettably left the client with a non-working oven. At all times, we did our part to expedite service. occasionally, parts are on back order with the factory but that is entirely out of our control.