Upton Appliance, Inc.

I ordered a dishwasher and over the range microwave from Lowes, and their installer was Upton ApplianceI was told the installer would call me at 9am the next morning to set up an installation time with a four hour windowThe next day John called me and was unnecessarily rudeI answered the phone and he said let me speak to “Ann”I said this is Ann-Marie how can I help youHe told me he was John from Upton Appliance and asked if I would be home between noon and fourI said “yes but”, then he yelled at me “no no no, will you be home between noon and four”I very politely told him to not interrupt me and continued to say yes but I will be leaving exactly at fourThen I called Lowes appliances to make sure Upton was legit their installer and to make sure this guy was not coming to my houseLowes handled it with the manager and a great service guy named Clinton came and installed my dishwasherI had to get an electrician to put in an outlet so he was unable to install the microwave that dayThat same day I talked to a lady at Lowes and a lady at Upton who both told me they would call me on the following Monday to set up a time to get the microwave installedI did not hear anything Monday morning from Upton so I called their storeI talk to the first woman who I gave my information to and told her I was just checking to see if they were coming today to install my microwave and if so in what time rangeShe put me on hold and a guy picked up, again I told him my information and asked if the installer was coming today and if so what time rangeHe said yes, they are coming today and the GE microwave is on the truck and he will be there between 10am and I said no, the microwave is not a GE and it is not on the truck because Clinton left it in my garage last week when he installed the dishwasher so you must have the wrong customerThen I asked him how I can find out if he is coming today or notHe told me has no way of contacting the installer because he is out in the fieldThen I said that’s not true, I know he has a cell phone because he has called me on it the week before to tell me he was on his wayThe guy I was talking to told me he doesn’t have that information because he is just a sales associateThen I asked “so why am I talking to you, I called to find out information on my installation”Then he put me on hold and either the first girl I talked to or another girl picked upI once again gave her my name and information and she put me on hold, I assumed to find out about my installation, when the fourth and final person I talked to picked upHis name was Mike and he informed me he was the managerI told him the other guy I talked to had me mixed up with another customer and I wanted to know what day the installer was coming and what time rangeAt this point I was sure no one knew anything about my installation and my paperwork was lostMike then told me “he will get there when he gets there” I said I was told I would be given a four hour window then Mike told me if it was the power company or the water company I would have a hour windowI was nice but irritated before this because I wanted to know what day the installer was coming and didn’t want these people purposefully messing up my new appliances but I was officially upset with the horrid customer service and I said “well you’re not the f-ing power company or the f-ing water company and I was told I would be given a four hour window when I paid for this”Then Mike was a jerk and was yelling at me for being upset and I didn’t know what I was talking about and his mom owned the store so I need to be nice to himIt was nonsenseI asked to talked to the owner, his mother, and he told me noMinutes later Summer at Lowes called me to make sure Upton had set up the installation and I told her what happenedShe put me on hold for a minute then got back on the phone and said she had talked to Clinton, the installer, and he would be there before two pmThen I talked to the appliance manager at Lowes and he informed me he has heard many complaints like this and he appreciated my feedbackAnd when/if they had a second option for installation contractors they would take this experience into considerationPlease note by the time I talked to the Lowes appliance manager I was at peak frustration and he and Summer were not only able to sympathize and understand why I was so upset but were able to get all the information I was calling Upton for in less than a minute without hassleBesides the terrible service, Mike refusing to give me a day and time for installation or let me speak to someone above him or who knew what was going on was unacceptable since I had already paid for their services

Our company did service the property at [redacted], but [redacted] was not our customer for this work nor did he pay for the service call, the work performed, or the parts needed.The proper parts were installed and tested, and all work was completed on November...

29, 2014, at which time the old parts were brought back to our shop by the technician and disposed of. It is not our policy to keep broken or damaged parts after new parts are installed.Mr. [redacted] contatced our office in March. wanting his parts back and I attempted to explain the parts were not his as he was not out customer for the work performed and also advised we had disposed of the old parts.Since it had been nearly 4 months since we serviced the property, I did advise him there would be a charge for a service call if he wanted us to come to the property and check the range.Mr. [redacted] wanted us to come out and service this as a warranty call and I again advised him this did not qualify and if he wanted us to come out, there would be a charge.After a lengthy discussion, I did advise him I had other calls holding and if he wanted us to service the issue he was having, to please call us back and we would arrange service.Please feel free to contact me if I may be of further assistance.

Our company did service the property at [redacted], but [redacted] was not our customer for this work nor did he pay for the service call, the work performed, or the parts needed.The proper parts were installed and tested, and all work was completed on November...

29, 2014, at which time the old parts were brought back to our shop by the technician and disposed of. It is not our policy to keep broken or damaged parts after new parts are installed.Mr. [redacted] contatced our office in March. wanting his parts back and I attempted to explain the parts were not his as he was not out customer for the work performed and also advised we had disposed of the old parts.Since it had been nearly 4 months since we serviced the property, I did advise him there would be a charge for a service call if he wanted us to come to the property and check the range.Mr. [redacted] wanted us to come out and service this as a warranty call and I again advised him this did not qualify and if he wanted us to come out, there would be a charge.After a lengthy discussion, I did advise him I had other calls holding and if he wanted us to service the issue he was having, to please call us back and we would arrange service.Please feel free to contact me if I may be of further assistance.

I ordered a dishwasher and over the range microwave from Lowes, and their installer was Upton Appliance. I was told the installer would call me at 9am the next morning to set up an installation time with a four hour window. The next day John called me and was unnecessarily rude. I answered the phone and he said let me speak to “Ann”. I said this is Ann-Marie how can I help you. He told me he was John from Upton Appliance and asked if I would be home between noon and four. I said “yes but”, then he yelled at me “no no no, will you be home between noon and four”. I very politely told him to not interrupt me and continued to say yes but I will be leaving exactly at four. Then I called Lowes appliances to make sure Upton was legit their installer and to make sure this guy was not coming to my house. Lowes handled it with the manager and a great service guy named Clinton came and installed my dishwasher. I had to get an electrician to put in an outlet so he was unable to install the microwave that day. That same day I talked to a lady at Lowes and a lady at Upton who both told me they would call me on the following Monday to set up a time to get the microwave installed. I did not hear anything Monday morning from Upton so I called their store. I talk to the first woman who I gave my information to and told her I was just checking to see if they were coming today to install my microwave and if so in what time range. She put me on hold and a guy picked up, again I told him my information and asked if the installer was coming today and if so what time range. He said yes, they are coming today and the GE microwave is on the truck and he will be there between 10am and 2. I said no, the microwave is not a GE and it is not on the truck because Clinton left it in my garage last week when he installed the dishwasher so you must have the wrong customer. Then I asked him how I can find out if he is coming today or not. He told me has no way of contacting the installer because he is out in the field. Then I said that’s not true, I know he has a cell phone because he has called me on it the week before to tell me he was on his way. The guy I was talking to told me he doesn’t have that information because he is just a sales associate. Then I asked “so why am I talking to you, I called to find out information on my installation”. Then he put me on hold and either the first girl I talked to or another girl picked up. I once again gave her my name and information and she put me on hold, I assumed to find out about my installation, when the fourth and final person I talked to picked up. His name was Mike and he informed me he was the manager. I told him the other guy I talked to had me mixed up with another customer and I wanted to know what day the installer was coming and what time range. At this point I was sure no one knew anything about my installation and my paperwork was lost. Mike then told me “he will get there when he gets there”. I said I was told I would be given a four hour window then Mike told me if it was the power company or the water company I would have a 15 hour window. I was nice but irritated before this because I wanted to know what day the installer was coming and didn’t want these people purposefully messing up my new appliances but I was officially upset with the horrid customer service and I said “well you’re not the f-ing power company or the f-ing water company and I was told I would be given a four hour window when I paid for this”. Then Mike was a jerk and was yelling at me for being upset and I didn’t know what I was talking about and his mom owned the store so I need to be nice to him. It was nonsense. I asked to talked to the owner, his mother, and he told me no. Minutes later Summer at Lowes called me to make sure Upton had set up the installation and I told her what happened. She put me on hold for a minute then got back on the phone and said she had talked to Clinton, the installer, and he would be there before two pm. Then I talked to the appliance manager at Lowes and he informed me he has heard many complaints like this and he appreciated my feedback. And when/if they had a second option for installation contractors they would take this experience into consideration. Please note by the time I talked to the Lowes appliance manager I was at peak frustration and he and Summer were not only able to sympathize and understand why I was so upset but were able to get all the information I was calling Upton for in less than a minute without hassle. Besides the terrible service, Mike refusing to give me a day and time for installation or let me speak to someone above him or who knew what was going on was unacceptable since I had already paid for their services.