Wake Appliance Repair

Customer service from the office and technician.This company was assigned by my home warranty. It was suggested that I call them and confirm the appointment. I called and left a message that day and the next with no response. You will always get a generic answering machine that doesn't even confirm that it is a business, hours, or hell even the name.After two days of not being able to use my washing machine, I finally FINALLY get call from a rude woman who acted as if I was being annoying because I was upset about being called two days later.We set up a date and confirmed the tech would phone prior to coming out so I would have time to come home and meet him. I NEVER got a call and he just shows up the morning of the scheduled date. Luckily my wife was home. He takes our money and says the washer should be replaced because it's worn and instead replaces a water level sensor that he says will be a temporary fix.WHY DID YOU NOT TELL THE WARRANTY company that so they could replace the machine? Not even 30 days later it is doing the exact same thing again and again, nobody answers the phone. How do these guys even stay in business???Desired SettlementI want the 60 dollars for the payment you took from me and 15 dollars for having to go wash my clothes at the laundromat twice because you took so long and didn't fix the propblem.Business Response Contact Name and Title:[redacted], OwnerContact Phone: [redacted]Contact Email: [redacted]Our company voice mail states, "Thank you for calling Wake Appliance Repair. Our normal business hours are Monday-Friday 8:30 am-5pm. If you have reached this recording during normal business hours, we are assisting another customer. Please leave a message and we will return your call. Thank you for calling Wake Appliance Repair". It is a female voice on the recording. We received the customers work order from his warranty company after hours on Thursday 8/20/2015. Our office called him on Friday,8/21 and left him a message. He returned our call 6 minutes later and a technician was dispatched to service his repair on Monday 8/24.Our company does not routinely make advanced calls to customers stating we are on the way unless requested by the customer. The customer chooses their appointment window. This customer did not request an advanced call. According to the technicians report, the technician arrived at the customers home during the scheduled visit. The customer who placed this complaint was not at home when the technician worked on his unit, his spouse was there. There was never a discussion with anyone regarding this unit being unrepairable or that our fix would be temporary. The technician repaired a pressure tube and leveled the washer per authorization of his warranty company. No water sensor was ever replaced. We regret that this customer feels he did not receive proper service. All service provided was under the authorization and guidelines of his home warranty company. We did contact this customer to address his concerns upon receiving this complaint. During this conversation, the customer stated that he did not want his unit repaired, but wanted a replacement unit. His home warranty company made the determination that the unit was to be repaired, and not to be replaced. The customer was unhappy with the technicians repair and requested a second opinion from his warranty company. According to the customers warranty company, the second contractor also did not recommend replacement of this unit. The customers policy dictates that if a unit is repairable, they will pay for a repair. It is only replaced if the unit is deemed unrepairable, not simply because a customer would like a new unit. The customers request for a refund of his service fee should be discussed with his home warranty company as that is a deductible contracted through his warranty stipulations. Following notification of the above complaint, we called the customer for clarification on this complaint as none of his concerns correlate with our records. During this phone call, the customer stated that he would be setting up various sites to discredit our company unless we paid him for his service fee and his time/effort to do his laundry. Based on the terms of his contract, we completed the repairs as authorized by his warranty company. Any dissatisfaction with the service fee portion of his contract should be discussed with his warranty company as we have no control on the contract the customer entered into with his warranty company. Consumer Response If you are researching this company to do business with them, please do yourself a favor and avoid at all cost. The woman who responded above has lied in almost everything she has said, I will admit when trying to contact them recently, they now have a voice mail. The Revdex.com is to thank in at least taking a tiny step in running a better company.After filing the complaint with Revdex.com, this woman called me and says she saw where I filed a complaint. Not that I had a washing machine that wasn't fixed, but that I made a complaint. She was worried about their business looking bad, not their customer having a broke machine after their tech had made a temporary fix.I explained to her that the tech had not fixed the machine and he told my wife after the initial repair, that the machine needed to be replaced. He said that this was a temporary fix. She even agreed and said that the warranty company wants us to try and fix it instead of replace a bad unit. I had spoken to the warranty company and they told me if a machine was deemed irreparable, they would in fact replace the unit. I then asked her why didn't the tech just tell them that if he felt the fix was just a temporary solution? She said she was sorry and said she had refereed it to another company.She is a liar stating I was just trying to get a new machine. Another company(not the one they referred) has resolved the issue. They called me BEFORE they came, and they guaranteed their work. Very professional, same machine, no problems.I just wanted a tech that would do his job and be treated with good customer service. She was right in saying I was going to social media and tell every friend I knew about how they treated me and stole my money.Yes, it is in fact stealing when I paid you for a service and you did not deliver. Plus, I needed to drive to do my laundry for several days. If you are that cheap you can't refund the 60 dollar service call and 15 for the laundromat, then any potential customers need to know how dishonest and petty your company is.At the end of the phone call after threatening me lawyers if I spoke the truth, [redacted]. In any case, it has nothing to do with my money being stolen. I would kindly ask one last time to be professional and make this right by please refunding my money. I have no desire to bother any of you and would let the issue drop if you would return my money. The problem has been fixed and your company dropped the ball. If you choose to be arrogant and take my money, then I will take the next appropriate actions. If 75 dollars is worth having a reputation in the RDU area for taking peoples money, not calling them back in a timely manner, not standing behind your work, and not caring about their customers, then you really shouldn't be in business.