Tyler's Appliance Repair Co

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]

the warranty sent us a faulty part, when ordering another part the customer demanded to be seen asap started making threats and becoming verbally abusive to my office staff if not seen right awayWe let the warranty know the situation and recommended they send another company out due to customer bad verbal response as we have tolerance for threats and customers attacking us verballyWarranty agreed Thank you, [redacted]

This is in response to ID# [redacted] We took this call from from [redacted] extended warrantyI dispatched our head tech out to the location at [redacted] ***When he arrived the customer stated that her house had just been flooded out because of the heavy rains in TexasShe showed him the location of the dishwasher and stated that it wasn't working properlyHe proceeded to diagnosis the problem and found that he couldn't get the controls to respond at allThe control panel seemed to be shorting outWhen he checked the unit for electricity he noticed that it was getting the proper voltage but also saw signs of water damage below the unitWe as a company did not make the decision to tag the unit as flood damaged [redacted] extended warranty asked us if it was a possibility that the unit could have shorted out due to the flood watersWe told them that anything was possible but since we were not there to witness the flood we can not say for sure if it was the flood waters that caused the unit to short outThe tech was very respectful, professional, and punctualThe fact that she states it had been leaking before does not compare to the amount of water that was under there when her house floodedUltimately it is not our decision when it comes to the the final say on the unit [redacted] make that choice based on our reportHowever, the customer is always more than welcome to get a second opinion through [redacted] if neededIf you have any questions please do not hesitate to call me at [redacted] - [redacted] (Office Manager)

This is in response to ID# ***We took this call from from *** extended warrantyI dispatched our head tech out to the location at *** ** *** *** *** ** ***When he arrived the customer stated that her house had just been flooded out because of the heavy rains in TexasShe
showed him the location of the dishwasher and stated that it wasn't working properlyHe proceeded to diagnosis the problem and found that he couldn't get the controls to respond at allThe control panel seemed to be shorting outWhen he checked the unit for electricity he noticed that it was getting the proper voltage but also saw signs of water damage below the unitWe as a company did not make the decision to tag the unit as flood damaged*** extended warranty asked us if it was a possibility that the unit could have shorted out due to the flood watersWe told them that anything was possible but since we were not there to witness the flood we can not say for sure if it was the flood waters that caused the unit to short outThe tech was very respectful, professional, and punctualThe fact that she states it had been leaking before does not compare to the amount of water that was under there when her house floodedUltimately it is not our decision when it comes to the the final say on the unit*** make that choice based on our reportHowever, the customer is always more than welcome to get a second opinion through *** if neededIf you have any questions please do not hesitate to call me at *** -*** (Office Manager)

This email is in response to ID# *** Mr*** at *** *** *** *** *** ** ***. We went out to this gentleman's house to make a repair on his fridge. His fridge was located in the kitchen but was pushed up against the wall so the tech was unable to see behind
the fridge till it was completely pulled out. The unit was outfitted with a copper line. Unfortunately those lines are obsolete and all units that are installed should be installed with a flexi line. The line that was installed was way longer than it should have been and was crushed behind the fridge. We believe that the whoever installed this unit pushed it back without regard to the water line and kinked it. It stayed like that till we went out there to service it and when we pulled the unit out the line unkinked and cracked at the wall
It is true that the tech said he would fix or have the company pay for it but he is a new tech and panicked when he was confronted and he is not aware of our protocols when it comes to any sort of damaged propertyThe tech also had a helper with himHe gave us his side of the story and it aligns with improper installation and pre-existing damageSince we believe it is pre-existing damage we do not take any responsibility for what happened because any tech with any company would have ran into that problem since that line was already kinkedIf you have any questions please do not hesitate to call *** or *** at ***
Thank you,
*** ***
*** *** *** *** *** *** ** ***
*** ***
***

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,
*** ***

Complaint: ***
I am rejecting this response because: the owner never wanted to return my call after he was the one who tried to fix my washerThey refused to help as soon as I told them that I was contacting the Revdex.com and left a reivew on yelpAnd by the reviews on yelp and yellow pages this company has done this to lots of peopleI never made threats I told them and even cried to the front desk rep all I wanted was my washer fixedShe even told me the owner does this all the time to customers.
Regards,
*** ***

the warranty sent us a faulty part, when ordering another part the customer demanded to be seen asap started making threats and becoming verbally abusive to my office staff if not seen right awayWe let the warranty know the situation and recommended they send another company out due to customer
bad verbal response as we have tolerance for threats and customers attacking us verballyWarranty agreed Thank you, *** ***

We at Tyler’s Appliance are sorry to hear about this experienceWe take sexual harassment allegations seriously, are investigating the matter in full, and will reprimand the employee involved accordinglyI have already contacted the appropriate personnel at Lowe's about the situation so that they
may dispatch another company to you as quickly as possible

INFORMATION ON ANSWERING PHONES WE GET A VERY HIGH VOLUME OF CALLS WE DO OUR BEST TO GET TO EACH ONE OF THEM, SOME DO STAY ON HOLD LONGER THEN OTHERS DUE TO HELPING CUSTOMER OVER THE PHONE AND CUSTOMERS WANTING A LOT OF INFO, OUR PHONE STAFF DOES A PROFESSIONAL JOB WITH HANDLING EACH CUSTOMER
PROMPTLY WITH A PROPER PHONE ETHICS PROVIDED TO THEMCUSTOMER WAS DEMANDING TO SPEAK WITH MANAGER, MANAGER WAS NOT IN OFFICE AT THE TIME AND ASKED FOR PERSONAL PHONE NUMBER WHICH WE ARE NOT ALLOWED TO GIVE OUT PERSONAL INFORMATIONAS FAR AS PARTS GO WE ORDER FROM THE WARRANTY AND ITS UP TO THEM ON HOW FAST THEY SHIP THEM TO USSOME ARE LONGER THEN OTHERS UNFORTUNATELYSTILL WAITING ON PARTS FOR THIS CUSTOMERUNABLE TO ASSIST CUSTOMER UNTIL ALL PARTS ARRIVE Thank you, *** *** Tyler's Appliance Repair CoSan Antonio, TX 78230 *** *** ***