Unique Repair Services

Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uniquerepair.com
In order for the repair to be covered by warranty the serial number and the model number must be checked by us and the tag picture
should be taken as a prove to file the warranty claimUpon completion of the repair our technician discovered the tag was missingThe customer was informed of warranty requirement and the customer's responsibility to pay for the repair as a result of missing tagCustomer refused to payWe offered to remove the parts at no charge, even we did the diagnoses and spend time installing the parts, if no payment is madeOur technician was kicked out of the house and chipped counter damage claim was made
At this time the claim is with*** warrantyIf the claim will be paid by*** no charges to customer are dueIf the claim will be rejected, customer is responsible for payment
We will look at the damage claim as we always do if the damage occurs due to our action(s)
We must get paid by warranty or by the customer (Kevin Bombeck/*** ***), if* warranty rejects the claim, for the dishwasher repair in order to begin the damage claim process
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These excuses are becoming ridiculousIts not my problem your technician didn't follow protocol and decided to check for the serial number AFTER he completed the repairTake that up with him, not meThe entire issue with serial number is irrelevant to Unique Repair because*** was aware of the serial number when they sent you to my homeWhy else would they categorize this as a warranty repair? Aside from the serial number matter,*** has been informing me that for the past WEEK they have attempted numerous times to contact Unique Repair sending emails and leaving voicemails but have yet to get a response.*** has it noted in their system on the ticket number XXXXXXXXXX to pay the invoiceThey are simply waiting for Unique to resubmit it so they can process the paymentSince they have yet to receive the resubmitted invoice, they have been trying to reach Unique with no success to inform them to send itEvery one of my conversations with *** from Unique has been a total waste of time and quite insulting to hear him flat out tell me he doesn't handle billing and is not the company contact*** has on fileYet you people have me dealing with him why?? If he is unable to resolve this please stop wasting my time with him and put me in contact with the necessary employee at Unique to properly resolve thisIts really quite simple as I've stated yet *** is for some reason telling me he has not received any call or email from*** when*** clearly has it documented in their system that they attempted to contact Unique Repair multiple timesIts not my place to act as the middleman between you and*** and it truly seems as though Unique has no desire to resolve this and their only priority is receiving their paymentWell my priority is having the damage fixed in my homeThat is unavoidable on your end and it should be handled timelyManager *** and your technician *** already took accountability and responsibility for it so the damage is not questionableThe damage and invoice are two separate matters and if Unique Repair doesn't contact*** to resubmit the invoice then its clear who is making this difficult hereAnd it obviously isn't me
One more thing, I'm honestly tired of every conversation I've had with Unique being initiated by meAnd sorry calling me back after I leave a voicemail doesn't countIt would be nice if Unique showed some effort in helping me get this solved rather than running from the facts and avoiding***Its not my place to be involved in this billing issueThis is between*** and Unique, not the client and UniqueSo take responsibility for the situation already its been long enoughIt would be nice if Unique Repair could call me with updates and tell me they are working on this instead of sitting back and waiting for a check to show up in their bank account
So just to be clear, this is what needs to be done for Unique Repair to get their payment: Resubmit the invoice to***Call*** and tell them once you have submitted the invoice for ticket XXXXXXXXXX so they can find it in their systemThey will confirm with you it will be processed for paymentUnique Repair then contact *** *** once that is complete and proceed to move forward with the damage claimIf there are any issues with Unique Repair following these steps, please contact me immediately so I can help remedy this right away instead of me waiting days and having to call you for an update
I truly hope Unique Repair will step up and take accountability for their involvement in this situation and help get this taken care of in a timely mannerPlease make this a top priorityThis has been going on since 7/and the only progress being made is on my endUnique has had weeks already to work on this and we have gotten nowherePlease put this case in the hands of someone other than *** to get the ball rollingAgain, please contact me with any questions or any updatesI am trying to avoid litigation, but my patience is running low here and Unique Repair's lack of communication and effort may leave me no other option
Final Business Response /* (4000, 9, 2015/07/17) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uniquerepair.com
Today*** approved the claim for payment
In order to begin this damage claim process we'll need a written estimate for repair of the counter top

Complaint: ***
I am rejecting this response because:there was in fact a shut off valve thereYour technician is the one who went down stairs and *** off the wrong valve as I was not the one behind the stoveYour technician is also the one who got in my face and threatened me when I told him he broke it and needed to fix itI felt threatened by your employee in my own home and had massive headaches for my wife and I from the gas leak he caused and leftYour company will not take responsibility for the actions your technician causedThere is no reason they should have had to come out times and then cause a gas leak and refuse to fix it and then leave.
Sincerely,
Justin ***

Unique Repair Services was great to deal withSent out a great technician named Alonzo, he was very professional and he found the problem in minutes,took care of the problem in a timely mannerWould recommend Alonzo from Unique Repair Services to any of my friends and familyOverall just a great company

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
Sincerely,
Alex ***

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
Sincerely,
Janet ***

Complaint: ***
I am rejecting this response because: Unique Repair Services will go to any length to defend their crooked policiesI’m very disappointed that such a company operates under big companies such as SamsungI spoke to a supervisor at Samsung who clearly stated to me that the part is 100% covered if only the technician called them first or advised me to call them rather than go through with the repairI know for certain that I will never patronize Unique Repair Services and I will warn others from falling prey to such a money hungry company who cares very little about customer retention and satisfaction. Peace to you
Sincerely,
Asma ***

We understand the frustrations Mrs*** *** has regarding her refrigeratorWe serviced this unit and it was performed under the Manufacturing Technical Support review and adviceLost food claim coverage due to the refrigerator malfunction is part of the Warranty contract for this unit
and should be addressed with manufacturer warrantyWe are repair service and provide repairs according to the manufacture’s guide linesWe have records to support our communications with *** and following the recommendations provided by them which we are obligated to do

Initial Business Response /* (1000, 5, 2015/07/15) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uniquerepair.com
In order for the repair to be covered by warranty the serial number and the model number must be checked by us and the tag
picture should be taken as a prove to file the warranty claimUpon completion of the repair our technician discovered the tag was missingThe customer was informed of warranty requirement and the customer's responsibility to pay for the repair as a result of missing tagCustomer refused to payWe offered to remove the parts at no charge, even we did the diagnoses and spend time installing the parts, if no payment is madeOur technician was kicked out of the house and chipped counter damage claim was made
At this time the claim is with*** warrantyIf the claim will be paid by*** no charges to customer are dueIf the claim will be rejected, customer is responsible for payment
We will look at the damage claim as we always do if the damage occurs due to our action(s)
We must get paid by warranty or by the customer (Kevin Bombeck/*** ***), if* warranty rejects the claim, for the dishwasher repair in order to begin the damage claim process
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These excuses are becoming ridiculousIts not my problem your technician didn't follow protocol and decided to check for the serial number AFTER he completed the repairTake that up with him, not meThe entire issue with serial number is irrelevant to Unique Repair because*** was aware of the serial number when they sent you to my homeWhy else would they categorize this as a warranty repair? Aside from the serial number matter,*** has been informing me that for the past WEEK they have attempted numerous times to contact Unique Repair sending emails and leaving voicemails but have yet to get a response.*** has it noted in their system on the ticket number XXXXXXXXXX to pay the invoiceThey are simply waiting for Unique to resubmit it so they can process the paymentSince they have yet to receive the resubmitted invoice, they have been trying to reach Unique with no success to inform them to send itEvery one of my conversations with *** from Unique has been a total waste of time and quite insulting to hear him flat out tell me he doesn't handle billing and is not the company contact*** has on fileYet you people have me dealing with him why?? If he is unable to resolve this please stop wasting my time with him and put me in contact with the necessary employee at Unique to properly resolve thisIts really quite simple as I've stated yet *** is for some reason telling me he has not received any call or email from*** when*** clearly has it documented in their system that they attempted to contact Unique Repair multiple timesIts not my place to act as the middleman between you and*** and it truly seems as though Unique has no desire to resolve this and their only priority is receiving their paymentWell my priority is having the damage fixed in my homeThat is unavoidable on your end and it should be handled timelyManager *** and your technician *** already took accountability and responsibility for it so the damage is not questionableThe damage and invoice are two separate matters and if Unique Repair doesn't contact*** to resubmit the invoice then its clear who is making this difficult hereAnd it obviously isn't me
One more thing, I'm honestly tired of every conversation I've had with Unique being initiated by meAnd sorry calling me back after I leave a voicemail doesn't countIt would be nice if Unique showed some effort in helping me get this solved rather than running from the facts and avoiding***Its not my place to be involved in this billing issueThis is between*** and Unique, not the client and UniqueSo take responsibility for the situation already its been long enoughIt would be nice if Unique Repair could call me with updates and tell me they are working on this instead of sitting back and waiting for a check to show up in their bank account
So just to be clear, this is what needs to be done for Unique Repair to get their payment: Resubmit the invoice to***Call*** and tell them once you have submitted the invoice for ticket XXXXXXXXXX so they can find it in their systemThey will confirm with you it will be processed for paymentUnique Repair then contact *** *** once that is complete and proceed to move forward with the damage claimIf there are any issues with Unique Repair following these steps, please contact me immediately so I can help remedy this right away instead of me waiting days and having to call you for an update
I truly hope Unique Repair will step up and take accountability for their involvement in this situation and help get this taken care of in a timely mannerPlease make this a top priorityThis has been going on since 7/and the only progress being made is on my endUnique has had weeks already to work on this and we have gotten nowherePlease put this case in the hands of someone other than *** to get the ball rollingAgain, please contact me with any questions or any updatesI am trying to avoid litigation, but my patience is running low here and Unique Repair's lack of communication and effort may leave me no other option
Final Business Response /* (4000, 9, 2015/07/17) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uniquerepair.com
Today*** approved the claim for payment
In order to begin this damage claim process we'll need a written estimate for repair of the counter top

The customer service was terrible, so much my warranty company issued a store credit to purchase a new washer due to the poor service of this placeI feel sorry for anyone that goes through the treatment I enduredI would never recommend this place, terrible!

They was beyond great Everything from the initial call through the repair I would recommend them to all my family and friends who need repairs

BEWARE!!!!!My experience with Unique Repair was UNIQUE!!!! My month old wash machine was under warranty and Samsung referred me to this horrible companyThe repair man made separate trips to my home attempting to figure out what was wrongThey replaced multiple parts and the problem existed! The worst part of not having a working wash machine was waiting for the appointmentUnique repair DOES not assist with scheduling at a customer convenient timeInstead, they call the night prior alerting you if they will be there in the am/pm.After the 3rd time of needing to take off work and wasting my time for them to show up I made an unrealistic request to know if my appointment would be in the am/pm since I needed to wait a week until the part showed upThey would not assist even though they were coming to fix a part that their technician broke and installed incorrectly!!!!! Stay away....worst company ever!!!!!

We recognize the frustration Mr*** *** feels regarding his experience with this washer
Prior to URS receiving the dispatch for the repair on 12/14/15, per customer, Sears was out times
We scheduled the appointment for 12/18/Our technician diagnosed the problem and ordered
parts
Mr*** wasn’t home for the appointmentHis daughter wasHe called later upset why tech didn’t call him from home and was informed that he did but had “no answer”All the information was left with his daughterHe was also advised that multiple tub parts had to be replacedParts are being orderedIt’s a 3hr job upon return and we’ll call when all parts arriveTotal of different parts were orderedWe called and left a message on 12/that some parts are still on orderDelay in parts delivery
We communicated with *** with updates as well
On 1/5/we prescheduled the repair for 1/Unfortunately our technician got ill that day and on 1/at 8:AM we called and left a message for Mr*** advising of the situation asking to call us back to rescheduleWe had no call back and called again on 1/Left a message to call us to schedule an appointmentStill was no call back
On 1/*** representative called us for status update and we informed her of our efforts to schedule this repair with no response from the customer. About minlater She called us back with the customer on another line and appointment was scheduled for 1/During all this period Mr*** was in communications with *** in effort to get the unit replaced. All our phone communications are electronically logged and voice recorded
The frustrations Mr*** is having are misdirected and shouldn’t be aimed at Unique Repair Services

HORRIBLE Customer service! I was hung up on by a woman that refused to give her name to me after threatening me if I didn't do HER job by calling the appliance company for HER to get paid then she would send me to collections COLLECTIONS? I'm sorry you do not threaten me, refuse to give me a name, and then hang up on meAs a Repair business you should pride yourself on customer service

This review is about Robert in your television repair departmentHe was great and very professionalI will call your company again when I need help again

We had serviced Mr*** unit on service calls Dec8, Dec11, and Decparts have been replaced during these service visitsOn a last visit technician determined that it was a gas leak coming out from the home gas pipe connection and informed Mr***.To be able to determine this
leak the oven unit was pulledGas line had about 6ft hose and provided plenty of leeway for this maneuverWhen Mr*** was informed of this gas leak he became angry and abusive toward our techniciansHe screamed, used inappropriate language and was threatening to our staffHe demanded a new unitOur technician informed Mr*** that we can’t continue to service him under those conditions and left.Our Service Manager called Mr*** and left a Voice Mail, but never got a call back from Mr***.We find the claims from Mr*** unsubstantiated and fabricated and maybe made in attempt to prevent our complaint against him for mistreating and attacking our techniciansWe will not return to service this customer again

We recognize the frustration Mr*** *** feels regarding his experience with this washer
Prior to URS receiving the dispatch for the repair on 12/14/15,
per customer, Sears was out times
We scheduled the appointment for 12/18/Our technician diagnosed the problem and ordered parts
Mr*** wasn’t home for the appointmentHis daughter wasHe called later upset why tech didn’t call him from home and was informed that he did but had “no answer”All the information was left with his daughterHe was also advised that multiple tub parts had to be replacedParts are being orderedIt’s a 3hr job upon return and we’ll call when all parts arriveTotal of different parts were orderedWe called and left a message on 12/that some parts are still on orderDelay in parts delivery
We communicated with *** with updates as well
On 1/5/we prescheduled the repair for 1/Unfortunately our technician got ill that day and on 1/at 8:AM we called and left a message for Mr*** advising of the situation asking to call us back to rescheduleWe had no call back and called again on 1/Left a message to call us to schedule an appointmentStill was no call back
On 1/*** representative called us for status update and we informed her of our efforts to schedule this repair with no response from the customer. About minlater She called us back with the customer on another line and appointment was scheduled for 1/During all this period Mr*** was in communications with *** in effort to get the unit replaced. All our phone communications are electronically logged and voice recorded
The frustrations Mr*** is having are misdirected and shouldn’t be aimed at Unique Repair Services

This business is not just a poorly run business, but a fraudulent businessThe short version is that they came to fix my *** washing machine and kept saying "hot water is supposed to be cold", despite the technician hearing an official *** rep on speakerphone saying "hot water should be hot"Then they lied and said that *** didn't authorize the repair so they couldn't come to fix itI called *** and they said that wasn't true and that they would find another company to repair the machineWhen the technician was asked how "hot water was supposed to be cold", he couldn't explain and just said "that is what *** tells us", which is NOT what *** saysI was on the phone with three *** reps and they all said "hot water was supposed to be hot"exactly what a year old would know to say

Both Revdex.com notifications went to our Junk mail file and missed for timely responseSorry about thisThe first appointment for 8/was not scheduled by us due to systemic error
Customer was scheduled for service on 9/and requested to reschedule on 9/This
appointment was then cancelled by customer.We apologize to Mr./MrsAlex *** fro the inconvenience

We apologize for the oversight on part of our technician and incomplete communication on his part with the officeHe related that customer was not happy with the timer but the timer is functioning properly. The same statement was repeated by the manufacturing representative when they
calledUpon further investigation we found out that Mrs*** was also unhappy about a small dent on a panel which she pointed out to the technician at the time of service and he promised to relate it to the officeHe didn't do it and when Mrs*** called us the order was already closed.We contacted Mrs*** and informed her that this part will be reordered and appointment to replace it is sfor Monday, 9/

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title:*** Ops Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@uniquerepair.com
On 8/12/our technician diagnosed and order correct parts for repairUpon return on 8/19/for part installation
technician discovered the wrong part was inside the package send by manufacturer
Part was reorderedOn 8/31/tech arrived and found the part inside the package was mislabeled again
He notified parts managerOur Quality Assurance Manager called Mr*** and apologized for the inconvenienceOur parts manager was able to find the correct part and had a special delivery arranged for the tech to get it and return on the same day to install itThe repair was completed on 8/31/
Unfortunately not everything is controlled by usWe are not compensated for any extra/return tripsSituations of this nature are very costly to us, but we take care of our customers just as we did with Mr***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)