Responding to the complaint made on our companyOn June 26th we went out to members home for appliancesWe ordered icemaker for refrigerator that day which processed 6/We had to make a 2nd trip on the dishwasher on 6/and we ordered door seals for it on 6/which that ordered processed on 6/We let customer know that the parts would be in around 7-business days from the process date which because of the holiday estimated to be somewhere between 7/10-7/for the icemaker and 7/11/-7/on the sealsOn 6/member was updated and explained how part orders work and when parts are estimated to come inOn 7/10, Member received update that the Icemaker arrived on 7/and the seals had shippedOn 7/12, member called in asking if seals were in yetI let her know they were notOn 7/late evening seal packaged arrived with only one seal in itThe other one that we ordered was not in the packageI immediately called manufacture which was on 7/asking the status of the other seal and found out the package was mispackaged and both should have been in thereThey stated they would send the other out right awayI called member left message with this status that dayI waited to call manufacture til 7/thinking that package left them on the 14thwhich was a Friday or at the latest on Saturday if they were open and that we would have following Monday 17th or Tuesday 18thOn the 19th because part did not come in I called and talked to the manufactureThey stated that packaged was ready for pick up from [redacted] and could not explain to me why I hadn’t received it yetMember called in and I let her know we were waiting on last seal still and soon as it came in I would call her right awayThe last part did not arrive til late in the evening after we closed on 7/I checked in morning of the 25th and tech checked it early afternoon that same day and said that it was okay and to schedule installI called member on 7/at 2:30pm and scheduled for the very next day 26th 1-Parts were installed on both appliances and we closed work orders on 7/This complaint came in on 7/I did not receive it as it went to spam folder in my emailI didn’t know it was put in until 8/when I received a phone call about itThis was all completed on 7/26.Thanks, ValerieSprint Appliance [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
In response to this complaintThis is not a customer of mine at this timeHowever, here is some information for youI received voicemail messages from Ms*** on Monday 9/14, 9/16, and again on 9/All times I responded to her mobile phone number she left on my voicemail and left messages
In those messages I let her know that she needed to contact her warranty company and gave their phone number so she can set up a work order and get scheduledI can not do this for herI also let her know in those messages that the warranty company would set her up with their own tech or sub contract the order to meEither way she needed to call themI received this complaint this morning and first yes we are a sub contractor for them but no she does not have to use us specificallyAlso, I already addressed the phone calls she says I never returned and I did return them so she might want to have her phone checked because if she didn't get those something is wrong with her phone(below is a snapshot of our call log) Thirdshe stated that we were backed up a month out, which I have no idea where that came from because I have appointments at this minute available as early as Monday 9/ I also called the warranty company before I called her this morning and was told this customer already has an order set up with their tech not me and that their tech order parts for her on 9/to repair her unitSo I am confused to why she was calling me this week in the first place if she was already being taken care of by her warranty companyI called this customer this morning on both of the numbers Revdex.com and her warranty company provided
and left messages on each of them this morning with all of the above
information as well as the information that her warranty company ordered
parts for her alreadyResolutionThis complaint should have never been posted on me because she is not my customer and she already has parts on order with her warranty company and has since 9/
The business responded and fixed the washer yesterday
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]
Revdex.com: After submitting my complaint, I had received a voice message from the company's representative. I was able to reach her through calling a different number. She explained the situation to me, and apologized for any inconvenience. If I could have retracted my complaint, I would have. In our conversation, however, it was not told to me that the particular phone number was being worked on. Regardless, the issue has been resolved. Mallory was very courteous and professional in her explanation and assured me the phone problem would be resolved.
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]
I am responding to this review regarding this customer. I have spoken to this customer and have figured out the situation pertaining to this repair. I didnt know this was submitted because I received it this morning and I spoke to this customer already last night and the issue was resolved. On 8/29...
a work order came thru to us per her warranty company in her landlord's name for a no ice situation on the refrigerator with an appointment on 9/1. On 8/30 we received notification from the warranty company that an icemaker was preordered for her. Normal procedure is that the warranty company contacts the customer to explain why the part was preordered by them and the eta of the part is given per ADT. I found out last night this was not the case. Therefore the customer waited for the tech for no reason on 9/1. This has been addressed with the warranty company as of last night when we found out that this did not happen. We didn’t know otherwise we would have called her ourselves. We can not see what is in their system so we don’t know when they speak to the customer’s or when they do not. We received the back order icemaker yesterday and called the customer to schedule for install. However, when we pulled up her work order to retrieve her phone number, there was a certain status on the order which made it unclear if member still needed this repair and part. I called the member and asked if she still needed this part. She was stating that no one called her no one returned a message and it was still unclear if she needed the part so I had asked so you don’t need this part then It was not made to be a snippy remark(her words) We were just trying to figure out if the part was needed or if we were going to have to send the part back or if we were to schedule because her answer to do you still need this part was unclear. After having that conversation, the customer then called and left 2 messages (while I was on the phone with her warranty company about her file) for us about different things. I then called her back and had a lengthy conversation about the details on which that had happened when the order was originally opened and the procedures that should have taken place per the warranty company. I was also informed that this had happened 3 times to her. One of which was us and the other 2 from different companies. Since my conversation with her last night, I have addressed the issue with the warranty company and on our end. The customer stated she called us on 9/1 and 9/2 and left 2 messages regarding the appointment that was missed and no one called her. I have sent this up and found out that there was per our call log 3 calls from her number to our office during this time. But I also found out that there was an issue with the calls being transferred to that location during that time as well. This was repaired per the phone company on 9/6 because of the holiday no one could come out to repair it until then. Calls on 9/2 late afternoon were then re routed to a different location after it was realized there was an issue. However previous messages could not be retrieved. They were lost during the process of fixing the issue. I am still waiting on a response from the warranty company on the other issue. Customer also informed me last night the refrigerator has been repaired so I have sent the part back today and closed the order.
Responding to the complaint made on our company. On June 26th we went out to members home for 2 appliances. We ordered icemaker for refrigerator that day which processed 6/27. We had to make a 2nd trip on the dishwasher on 6/27 and we ordered 2 door seals for it on 6/27 which that ordered...
processed on 6/28. We let customer know that the parts would be in around 7-10 business days from the process date which because of the holiday estimated to be somewhere between 7/10-7/13 for the icemaker and 7/11/-7/14 on the seals. On 6/30 member was updated and explained how part orders work and when parts are estimated to come in. On 7/10, Member received update that the Icemaker arrived on 7/7 and the seals had shipped. On 7/12, member called in asking if seals were in yet. I let her know they were not. On 7/13 late evening seal packaged arrived with only one seal in it. The other one that we ordered was not in the package. I immediately called manufacture which was on 7/14 asking the status of the other seal and found out the package was mispackaged and both should have been in there. They stated they would send the other out right away. I called member left message with this status that day. I waited to call manufacture til 7/19 thinking that package left them on the 14thwhich was a Friday or at the latest on Saturday if they were open and that we would have following Monday 17th or Tuesday 18th. On the 19th because part did not come in I called and talked to the manufacture. They stated that packaged was ready for pick up from [redacted] and could not explain to me why I hadn’t received it yet. Member called in and I let her know we were waiting on last seal still and soon as it came in I would call her right away. The last part did not arrive til late in the evening after we closed on 7/24. I checked in morning of the 25th and tech checked it early afternoon that same day and said that it was okay and to schedule install. I called member on 7/25 at 2:30pm and scheduled for the very next day 26th 1-5. Parts were installed on both appliances and we closed work orders on 7/27. This complaint came in on 7/21. I did not receive it as it went to spam folder in my email. I didn’t know it was put in until 8/11 when I received a phone call about it. This was all completed on 7/26.Thanks, ValerieSprint Appliance[redacted]
Responding to the complaint made on our companyOn June 26th we went out to members home for appliancesWe ordered icemaker for refrigerator that day which processed 6/We had to make a 2nd trip on the dishwasher on 6/and we ordered door seals for it on 6/which that ordered processed on 6/We let customer know that the parts would be in around 7-business days from the process date which because of the holiday estimated to be somewhere between 7/10-7/for the icemaker and 7/11/-7/on the sealsOn 6/member was updated and explained how part orders work and when parts are estimated to come inOn 7/10, Member received update that the Icemaker arrived on 7/and the seals had shippedOn 7/12, member called in asking if seals were in yetI let her know they were notOn 7/late evening seal packaged arrived with only one seal in itThe other one that we ordered was not in the packageI immediately called manufacture which was on 7/asking the status of the other seal and found out the package was mispackaged and both should have been in thereThey stated they would send the other out right awayI called member left message with this status that dayI waited to call manufacture til 7/thinking that package left them on the 14thwhich was a Friday or at the latest on Saturday if they were open and that we would have following Monday 17th or Tuesday 18thOn the 19th because part did not come in I called and talked to the manufactureThey stated that packaged was ready for pick up from [redacted] and could not explain to me why I hadn’t received it yetMember called in and I let her know we were waiting on last seal still and soon as it came in I would call her right awayThe last part did not arrive til late in the evening after we closed on 7/I checked in morning of the 25th and tech checked it early afternoon that same day and said that it was okay and to schedule installI called member on 7/at 2:30pm and scheduled for the very next day 26th 1-Parts were installed on both appliances and we closed work orders on 7/This complaint came in on 7/I did not receive it as it went to spam folder in my emailI didn’t know it was put in until 8/when I received a phone call about itThis was all completed on 7/26.Thanks, ValerieSprint Appliance [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
In response to this complaintThis is not a customer of mine at this timeHowever, here is some information for youI received voicemail messages from Ms*** on Monday 9/14, 9/16, and again on 9/All times I responded to her mobile phone number she left on my voicemail and left messages
In those messages I let her know that she needed to contact her warranty company and gave their phone number so she can set up a work order and get scheduledI can not do this for herI also let her know in those messages that the warranty company would set her up with their own tech or sub contract the order to meEither way she needed to call themI received this complaint this morning and first yes we are a sub contractor for them but no she does not have to use us specificallyAlso, I already addressed the phone calls she says I never returned and I did return them so she might want to have her phone checked because if she didn't get those something is wrong with her phone(below is a snapshot of our call log) Thirdshe stated that we were backed up a month out, which I have no idea where that came from because I have appointments at this minute available as early as Monday 9/ I also called the warranty company before I called her this morning and was told this customer already has an order set up with their tech not me and that their tech order parts for her on 9/to repair her unitSo I am confused to why she was calling me this week in the first place if she was already being taken care of by her warranty companyI called this customer this morning on both of the numbers Revdex.com and her warranty company provided
and left messages on each of them this morning with all of the above
information as well as the information that her warranty company ordered
parts for her alreadyResolutionThis complaint should have never been posted on me because she is not my customer and she already has parts on order with her warranty company and has since 9/
The business responded and fixed the washer yesterday
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]
Revdex.com: After submitting my complaint, I had received a voice message from the company's representative. I was able to reach her through calling a different number. She explained the situation to me, and apologized for any inconvenience. If I could have retracted my complaint, I would have. In our conversation, however, it was not told to me that the particular phone number was being worked on. Regardless, the issue has been resolved. Mallory was very courteous and professional in her explanation and assured me the phone problem would be resolved.
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]
I am responding to this review regarding this customer. I have spoken to this customer and have figured out the situation pertaining to this repair. I didnt know this was submitted because I received it this morning and I spoke to this customer already last night and the issue was resolved. On 8/29...
a work order came thru to us per her warranty company in her landlord's name for a no ice situation on the refrigerator with an appointment on 9/1. On 8/30 we received notification from the warranty company that an icemaker was preordered for her. Normal procedure is that the warranty company contacts the customer to explain why the part was preordered by them and the eta of the part is given per ADT. I found out last night this was not the case. Therefore the customer waited for the tech for no reason on 9/1. This has been addressed with the warranty company as of last night when we found out that this did not happen. We didn’t know otherwise we would have called her ourselves. We can not see what is in their system so we don’t know when they speak to the customer’s or when they do not. We received the back order icemaker yesterday and called the customer to schedule for install. However, when we pulled up her work order to retrieve her phone number, there was a certain status on the order which made it unclear if member still needed this repair and part. I called the member and asked if she still needed this part. She was stating that no one called her no one returned a message and it was still unclear if she needed the part so I had asked so you don’t need this part then It was not made to be a snippy remark(her words) We were just trying to figure out if the part was needed or if we were going to have to send the part back or if we were to schedule because her answer to do you still need this part was unclear. After having that conversation, the customer then called and left 2 messages (while I was on the phone with her warranty company about her file) for us about different things. I then called her back and had a lengthy conversation about the details on which that had happened when the order was originally opened and the procedures that should have taken place per the warranty company. I was also informed that this had happened 3 times to her. One of which was us and the other 2 from different companies. Since my conversation with her last night, I have addressed the issue with the warranty company and on our end. The customer stated she called us on 9/1 and 9/2 and left 2 messages regarding the appointment that was missed and no one called her. I have sent this up and found out that there was per our call log 3 calls from her number to our office during this time. But I also found out that there was an issue with the calls being transferred to that location during that time as well. This was repaired per the phone company on 9/6 because of the holiday no one could come out to repair it until then. Calls on 9/2 late afternoon were then re routed to a different location after it was realized there was an issue. However previous messages could not be retrieved. They were lost during the process of fixing the issue. I am still waiting on a response from the warranty company on the other issue. Customer also informed me last night the refrigerator has been repaired so I have sent the part back today and closed the order.
Responding to the complaint made on our company. On June 26th we went out to members home for 2 appliances. We ordered icemaker for refrigerator that day which processed 6/27. We had to make a 2nd trip on the dishwasher on 6/27 and we ordered 2 door seals for it on 6/27 which that ordered...
processed on 6/28. We let customer know that the parts would be in around 7-10 business days from the process date which because of the holiday estimated to be somewhere between 7/10-7/13 for the icemaker and 7/11/-7/14 on the seals. On 6/30 member was updated and explained how part orders work and when parts are estimated to come in. On 7/10, Member received update that the Icemaker arrived on 7/7 and the seals had shipped. On 7/12, member called in asking if seals were in yet. I let her know they were not. On 7/13 late evening seal packaged arrived with only one seal in it. The other one that we ordered was not in the package. I immediately called manufacture which was on 7/14 asking the status of the other seal and found out the package was mispackaged and both should have been in there. They stated they would send the other out right away. I called member left message with this status that day. I waited to call manufacture til 7/19 thinking that package left them on the 14thwhich was a Friday or at the latest on Saturday if they were open and that we would have following Monday 17th or Tuesday 18th. On the 19th because part did not come in I called and talked to the manufacture. They stated that packaged was ready for pick up from [redacted] and could not explain to me why I hadn’t received it yet. Member called in and I let her know we were waiting on last seal still and soon as it came in I would call her right away. The last part did not arrive til late in the evening after we closed on 7/24. I checked in morning of the 25th and tech checked it early afternoon that same day and said that it was okay and to schedule install. I called member on 7/25 at 2:30pm and scheduled for the very next day 26th 1-5. Parts were installed on both appliances and we closed work orders on 7/27. This complaint came in on 7/21. I did not receive it as it went to spam folder in my email. I didn’t know it was put in until 8/11 when I received a phone call about it. This was all completed on 7/26.Thanks, ValerieSprint Appliance[redacted]