Sweet's Appliance Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Firstly, I left several voicemails the week prior to the appointment at the number given to us by Whirlpool, leaving my husband's phone number and asking them to let us know what was going on, as Whirlpool recommended we call ahead to see if there was any information on a timeslot for the appointment. I called 1/26 at 12:24PM, 1/29 at 9:53AM, and finally received several calls from the company the morning of the appointment to let us know what time. Considering that my husband and I both work, this is a very inappropriate action on the business's end to let us know when to be home the day of the appointment. I can send pictures of my call log. Additionally, we called Whirlpool and confirmed their phone number. Whirlpool then called them on that same number and confirmed the appointment for us. Secondly, we asked the business to please keep us updated with the part delivery, as we would need to take off work in advance in order to be home and not get penalized. The business has consistently refused to understand this, and never called us to inform us of part delivery, or the part being late. It is incredibly inconsiderate to expect a customer to be home with an hour’s notice, especially when all we asked was to be kept updated. Thirdly, even Whirlpool questioned the “only Wednesdays” rule, and was not aware of it. Whirlpool also stated that this is a new contract that they are still working out the details on.Fourthly, as the technicians were leaving the Wednesday after the diagnosis (2/3) my husband asked again if they could please call him Thursday or Friday to let him know if the part was shipped or delayed so he would have time enough to properly request off work. We received no calls. I had to call in the next week to be told on Tuesday that the part was “not in yet” along with an assortment of other excuses. We really are not/were not concerned with the part itself being late. It happens. However, downright refusing to let the customer know so appointments can be properly scheduled is ridiculous. Fifthly, the lady on the phone needs to learn how to speak with customers. She does not let the customer speak, she avoids answering questions, and should never had called me back to tell me (falsely) that my husband yelled at her. I can’t imagine what else you’d expect other than a frustrated customer when you refuse to communicate with them and the customer is forced to use only that company. There is no rhyme or reason to this business’s excuses. We are happy the part is fixed. We are still not impressed with the lack of professionalism. Additionally, it is still ludicrous that the business expects the customer to somehow be able to take off work the day of, expecting the customer to have no important work that needs to be taken care of that day, as the business seems to expect by calling the day of an unscheduled service. Of course my husband didn’t call back until after he got home from work on Friday, 2/12. It is beyond comprehension that this business is still in business after this is how they treat customers. 
Regards,
[redacted]