Triple R

We have been diligently working to get parts for this A/CThe parts needed for this A/C are no longer available per Haier and it's suppliersBecause the parts are NLA we were working with Haier to get and exchange for the customerThis takes timeLonger than most customers would like to wait Once we give the Information to Haier it is up to them to contact the customer and to let them know of the status of what will be happeningWe did not build the product and we did not buy the productIt is not our responsibility to manufacturer or provide parts that are no longer availableSummer is very busy and we are servicing over customers a weekIt is hard to return calls we are a very small business and we go out of our way to get customers a fair results with these manufacturersWe have tried to call and there has been a tag back and forthI am sorry Haier is taking so long but that is not our faultWe are not liable for any products that are not repairableI hope this addresses all concernsIf the customer wants to pick up the AC he may anytime, just come byThat has always been an option

I had spoken to [redacted] early in the week of September 22nd apologizing about the wrong information given to her in the email. Two numbers in the phone number were switched accidently. At the time of our conversation she wanted us to continue with the repair of her dishwasher. After obtaining a new call # from the warranty company the part for her dishwasher was placed on order. I explained to the warranty company the part would be in on October 6 and the customer would be scheduled the same day. In the mean time the customer called the warranty company yesterday and told them they do not want us to complete the job. I will respect her wishes even tho I will be stuck with the part that can't be returned because it was a special order.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I no longer need the air conditioner as I had to buy a new unit to replace the one taken to Triple R for repair. If Triple R had advised me of their efforts to replace my unit during one of my numerous attempts to contact them then maybe I could have made other arrangements. I also contacted Haier Customer Service concerning Triple R's lack of response to my numerous telephone calls to Triple R and forwarded a copy of my complaint to the Revdex.com to Haier. However, as Triple R advised in their response that I would be contacted by Haier, the only contact I have received from Haier was to my initial complaint about Triple R.The lack of response to my numerous attempts to contact Triple R has only shown the company's lack of concern to their customers
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
I appreciate Revdex.com's help and support in resolving this issue
Regards,
*** ***

After a botched attempt and missed phone calls I left a negative reviewA week later they called back and scheduled me for the same dayThe two guys that came here were friendly, polite, informative and fixed my problem quicklyA They also gave great advice on my vent and explained how I could remedy thatI am very pleased with the service and, except for having to be available from 8:00am-5:pm, have no complaints

Very poor customer serviceHad a scheduled service call for dryer under warranty (scheduled by Whirlpool) and called and left a message to let them know I'd be here at 4:pmThey called and left garbled messages (signal was breaking up) and what I could understand was short and rude
Called again when they didn't show and left a messageNo return phone callThen searched online to find they have poor ratings everywhere all in the same areas- poor customer service, not showing up when they say they will, rude person working the phones, not answering the phone or voice mail being full

I have reviewed the response offer made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
It is true, we were upset, mainly because we were supposed to receive a phone call from the business letting us know the specific day to be home and expect themInstead, they called when they were on their way and we just happened to be home.
Nothing was said about what was wrong or broken, the service providers knew what was wrong but never told us and had no intention to repair the unit
Lastly, but most importantly, the email that was sent to me had a wrong phone numberI called for several days straight only to find out it was somebody else's personal phone and the person was very upset to have been bothered, rightfully soI also sent several emails back explaining that I could not reach anybody at that number and asking for the providers to call me back
I truly believe this is very unprofessional
Regards,
*** ***

We honored the extended warranty as we were suppose to. We arrived at the home and diagnosed the dishwasher. The tech found the shower tube, as well as, the spray are needed to be replaced. Trying to explain this was hard as the [redacted]'s were upset that we did not have the parts in the...

vehicle to repair the unit on the spot. We explained to them that we are a small company and that there are to many models of each brand to keep parts in stock for. They stated another company would of had the spray arm in their truck. We then explained that we would order the parts and return to do a proper repair. This angered the [redacted]s. They stated to "Just mail us the part and we will put it on! We can not be home like this all day long." We honored their desire and mailed the part right out after receiving it from our supplier. 
They did not want to listen to us and have decided to take this route. I was out of town at the time of this letter came about. I was advised by the tech of the situation but, because of my location was unable to call the [redacted]s back. I asked the tech to have them call me and she sent them an email with my cell phone number in it.  She complied and I have not heard from them yet to date. We honored their wishes after advising that this was not the way to repair this unit. Our goal is customer satisfaction and we honored their wishes.

I had spoken to [redacted] early in the week of September 22nd apologizing about the wrong information given to her in the email.  Two numbers in the phone number were switched accidently.  At the time of our conversation she wanted us to continue with the repair of her dishwasher.  After obtaining a new call # from the warranty company the part for her dishwasher was placed on order.  I explained to the warranty company the part would be in on October 6 and the customer would be scheduled the same day.  In the mean time the customer called the warranty company yesterday and told them they do not want us to complete the job.  I will respect her wishes even tho I will be stuck with the part that can't be returned because it was a special order.

We have been diligently working to get parts for this A/C. The parts needed for this A/C are no longer available per Haier and it's suppliers. Because the parts are NLA we were working with Haier to get and exchange for the customer. This takes time. Longer than most customers would like to wait....

Once we give the Information to Haier it is up to them to contact the customer and to let them know of the status of what will be happening. We did not build the product and we did not buy the product. It is not our responsibility to manufacturer or provide parts that are no longer available. Summer is very busy and we are servicing over 150 customers a week. It is hard to return calls we are a very small business and we go out of our way to get customers a fair results with these manufacturers. We have tried to call and there has been a tag back and forth. I am sorry Haier is taking so long but that is not our fault. We are not liable for any products that are not repairable. I hope this addresses all concerns. If the customer wants to pick up the AC he may anytime, just come by. That has always been an option.

Very poor customer service. They lie about when they will show up and then try to blame the customer for their poor service.

I would not recommend Triple R. Our appliance broke down and the manufacturer dispatched them through their extended warranty. They were supposed to give us a call ahead of time to let us know when they would come, but never did. We were just lucky to happen to be at home at the time they called to tell us they were on their way. Once they diagnosed our appliance, they never told us what was wrong with it, and deliberately didn't order all the parts, only one of them, claiming "we didn't ask them to do it". Since then we have not been able to get a hold of them, we used another provider to fix our appliance.

Review: On June 9, 2016, I delivered a window air conditioner to Triple R for diagnostics and/or repair. Prior to delivery I was informed that it would be the following week before a service tech could determine why the unit was not operating. On June 24 and again on July 5 I called and left a message on the company's voice mail inquiring about the status of the unit. I received no response to either message. On July 8 I called again and spoke with a female who informed me that she would check on the status and contact me. On July 18 I called a fourth time and left a message on the company's voice mail that I wanted my air conditioner back, repaired or not, and again requested a return call. I received no return call from Triple R. On July 20 I called a fifth time and left a voice mail message that I was not calling back again and that I would pursue legal action for the return of my air conditioning unit. As a result of Triple R failing to provide me with the status of my air conditioning unit, repair the unit or return the unit I was forced to purchase a new unit.Desired Settlement: Due to Triple R's failure to determine if my air conditioning unit could be repaired or not and their failure to advise me of such I was required to purchase a new window air conditioner. My preference would have been to repair the unit I had taken to Triple R as the unit had been installed in a wall of my log cabin thereby eliminating any need for extensive remodeling. Triple R should reimburse me for the purchase of the new air conditioner due to their lack of response to determine the repair ability of my unit, and their lack of customer service.

Business

Response:

We have been diligently working to get parts for this A/C. The parts needed for this A/C are no longer available per Haier and it's suppliers. Because the parts are NLA we were working with Haier to get and exchange for the customer. This takes time. Longer than most customers would like to wait. Once we give the Information to Haier it is up to them to contact the customer and to let them know of the status of what will be happening. We did not build the product and we did not buy the product. It is not our responsibility to manufacturer or provide parts that are no longer available. Summer is very busy and we are servicing over 150 customers a week. It is hard to return calls we are a very small business and we go out of our way to get customers a fair results with these manufacturers. We have tried to call and there has been a tag back and forth. I am sorry Haier is taking so long but that is not our fault. We are not liable for any products that are not repairable. I hope this addresses all concerns. If the customer wants to pick up the AC he may anytime, just come by. That has always been an option.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I no longer need the air conditioner as I had to buy a new unit to replace the one taken to Triple R for repair. If Triple R had advised me of their efforts to replace my unit during one of my numerous attempts to contact them then maybe I could have made other arrangements. I also contacted Haier Customer Service concerning Triple R's lack of response to my numerous telephone calls to Triple R and forwarded a copy of my complaint to the Revdex.com to Haier. However, as Triple R advised in their response that I would be contacted by Haier, the only contact I have received from Haier was to my initial complaint about Triple R.The lack of response to my numerous attempts to contact Triple R has only shown the company's lack of concern to their customers.

Regards,

Review: Our appliance broke down and the manufacturer dispatched them through their extended warranty. They were supposed to give us a call ahead of time to let us know when they would come, but never did. We were just lucky to happen to be at home at the time they called to tell us they were on their way. Once they diagnosed our appliance, they never told us what was wrong with it, and deliberately didn't order all the parts, only one of them, claiming "we didn't ask them to do it". Since then we have not been able to get a hold of them, it has been weeks and we have no hope of getting our appliance fixed. On Sunday, September 14 2014, I received an email from the owner of the company (please, see below) with the request to call her and discuss my situation. I called every single day, several times a day, until on September 17 I finally was able to reach someone and found out it was somebody else's personal phone and the person got very upset. This is incredibly unprofessional. Here is a copy of her email:

Ms. [redacted],

Please call me about your dishwasher. I am the owner of Triple R and would like to speak with you.

I can be reached directly at [redacted] Thank you. Have a wonderful day.

[redacted]Desired Settlement: I would like for Triple R to call [redacted] and let them know they are not going to finish the job.

Business

Response:

We honored the extended warranty as we were suppose to. We arrived at the home and diagnosed the dishwasher. The tech found the shower tube, as well as, the spray are needed to be replaced. Trying to explain this was hard as the [redacted]'s were upset that we did not have the parts in the vehicle to repair the unit on the spot. We explained to them that we are a small company and that there are to many models of each brand to keep parts in stock for. They stated another company would of had the spray arm in their truck. We then explained that we would order the parts and return to do a proper repair. This angered the [redacted]s. They stated to "Just mail us the part and we will put it on! We can not be home like this all day long." We honored their desire and mailed the part right out after receiving it from our supplier.

They did not want to listen to us and have decided to take this route. I was out of town at the time of this letter came about. I was advised by the tech of the situation but, because of my location was unable to call the [redacted]s back. I asked the tech to have them call me and she sent them an email with my cell phone number in it. She complied and I have not heard from them yet to date. We honored their wishes after advising that this was not the way to repair this unit. Our goal is customer satisfaction and we honored their wishes.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

It is true, we were upset, mainly because we were supposed to receive a phone call from the business letting us know the specific day to be home and expect them. Instead, they called when they were on their way and we just happened to be home.

Nothing was said about what was wrong or broken, the service providers knew what was wrong but never told us and had no intention to repair the unit.

Lastly, but most importantly, the email that was sent to me had a wrong phone number. I called for several days straight only to find out it was somebody else's personal phone and the person was very upset to have been bothered, rightfully so. I also sent several emails back explaining that I could not reach anybody at that number and asking for the providers to call me back.

I truly believe this is very unprofessional.

Regards,

Business

Response:

I had spoken to [redacted] early in the week of September 22nd apologizing about the wrong information given to her in the email. Two numbers in the phone number were switched accidently. At the time of our conversation she wanted us to continue with the repair of her dishwasher. After obtaining a new call # from the warranty company the part for her dishwasher was placed on order. I explained to the warranty company the part would be in on October 6 and the customer would be scheduled the same day. In the mean time the customer called the warranty company yesterday and told them they do not want us to complete the job. I will respect her wishes even tho I will be stuck with the part that can't be returned because it was a special order.

Consumer

Response:

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.

I appreciate Revdex.com's help and support in resolving this issue.

Regards,