ComplaintsforUnique Repair Services

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not recommend this company - stay clear. I could write a short book on this, but I'll keep this short and concise. I hired Unique Repair to fix my washing machine that's been having issues. Currently, I'm over $750 is parts and labor and the machine still was never fixed (it's been 4 months now). Customer ********************** is absolutely horrible. Communication is non-existent. Hoping for a call-back....forget it. There was no troubleshooting whatsoever. Tech assumed it was one of the two circuit boards. First one replaced and didn't fix. Second board replaced and didn't fix. So now I have two brand new circuit boards that didn't need to be replaced. How wonderful. No refunds and oblivious to why I may be angry at this point. They suggested that I should call the manufacturer and see what they can do for me. The last I heard, the repair person was going to call me back after checking with the manufacturer - that was 3 weeks ago. Unreal and unacceptable. Frustrated, I called another company. Here's the crazy part - not only did they actually troubleshoot and read the service guide, but fixed within a week for...$235.00 (bad solenoid), My machine works as if new at this point. So I basically wasted $740.08in working with Unique Repair. They never committed through words or actions to do the right thing and actually get my washer working again. $510.18 in parts that never were the problem.$229.90 in labor I understand labor and don't expect to dispute that, however, considering the parts that were swapped were never the problem, I would expect a $510.18 refund.

  

  Business response

  10/16/2023

  Thank you for taking the time to express your concerns regarding our services. We were dispatched to your home on June 6th, 2023, diagnosed the unit, and returned on June 12th to replace the board assembly. We returned a few days later, inspected the unit again,  and replaced the main board; the unit tested well, and no issues were found. Upon the following return, the technician contacted the manufacturer; the troubleshooting steps were recorded with them, and notes were saved and confirmed. We received a call from you over two months later. Upon return, the diagnostics were performed, the manufacturer was contacted, the technician went through all the troubleshooting steps, and no issues or error codes came up. The manufacturer advised to do a factory reset as a precaution and advised not to overload the unit. 
  The solenoid repair might as well have been the issue when you had the other company come, but it definitely was not the case when we were out there a few months prior. The number one sign that the solenoid is going bad is an irregular buzzing, rattling sound, and rough running - none of the issues your unit presented upon inspection. 
  We followed all the steps with the manufacturer; we completed troubleshooting and diagnostics and cannot refund the money for services rendered. 

  Customer response

  11/27/2023

   
  Complaint: 20690749
  
  I am rejecting this response because: because it's misleading, does not truly represent the facts, and the business has failed to take any sort of accountability. First and foremost, let me say that in your response, you've basically called me a liar and a fraud. It's sad to think this is how you run your business and address customer experience and satisfaction. I wonder if *** is aware of this?

  
  

  Your initial timeline is correct, however, there was no troubleshooting involved in the diagnosis. It was determined by the tech that the problem could be one of the two circuit boards. If one didn't work, then the other would be replaced. Tech said if the problem persists, to open another call and they will replace the other board.  Because it was an intermittent problem, and he couldn't replicate the issue, the tech left assuming everything was fixed. Later that day, attempting to run a load, we encountered the same problem with the washer. I opened another call and tech came out to replace the other board. Again, attempted another load, and same issues. Just to note, this was not a matter of overloading, as the problem persisted when running a load with two towels. 

  
  

  In terms of two months - yes. Guess what - life, kids, jobs, etc take precedent and we dealt with a washer that was having problems. Your parts were still under warranty. I opened another service call, with the SAME problem, and now I was being told I had to pay another service fee. I pushed back and, even though I was told I was going to get a phone call back, I had to continue to call. The tech assigned called me and said "Because you're calling with the same problem, there's no need for me to come onsite again. I will call the manufacturer to see what they say". This was the last I ever heard from anyone. At this point, I gave up and called someone else. 

  
  

  In terms of your solenoid comment - this is where you are accusing me of lying and accusing me of being fraudulent. I called them stating the EXACT SAME PROBLEM AS I CALLED YOU. Let me repeat...THE SAME EXACT PROBLEM. The tech actually opened up the service manual that's inside the machine, did some troubleshooting, and determined it was the solenoid. There was no rattling, buzzing, rough running, etc. These guys must be miracle workers, because after their repair, the machine was running again. To be perfectly clear, they replaced the solenoid and fixed the SAME EXACT problem I called you about. I have absolutely no reason to be deceitful or to misrepresent this scenario. 

  
  

  You may have followed what the manufacturer suggested, but you never found the problem and never fixed my washer.
  
  It's no wonder your reviews are: **** BBB rating, 2.4 on Yelp, 1 star on Consumers Checkbook, and 2.6 stars on FB. 

  
  

  Given your comment "...we completed troubleshooting and diagnostics and cannot refund the money for services rendered", I have no expectations that you'll even consider doing the right thing at this time. At least take accountability, admit that you didn't take the appropriate actions to repair my washer, and simply own your mistakes. 

  
  
  Sincerely,
  
  *************************

  

  Business response

  11/28/2023

  We are genuinely sorry that our response upset you; we assure you that it was not our intention, and we are not calling you a liar. We simply reviewed all the notes in the ticket and all the recorded phone conversations and double-checked with the manufacturer before responding. 
  Regarding our rating, yes, it could always be better. We are happy to maintain an A+ rating on the BBB and are working hard to improve our 4.4 ****** rating. Currenlty, we do not have a Yelp account, so not sure about the rating or how it is recorded, but we will definitley look into that. Our goal is to improve continually; we handle, on average, about **** calls per week, but we care about every review, including the 22 negative ones we have on BBB. 
  Again, ***, we completely understand that life happens; we all get busy with our children and day-to-day tasks, and appliance issues are an additional frustration. But as previously mentioned, we can't refund you for the services rendered. 

  Customer response

  12/05/2023

   
  Complaint: 20690749
  
  I am rejecting this response because:

  I am disappointed to see that my concerns regarding the charges for unnecessary parts and the continued malfunction of my washing machine have not been directly addressed in your response.  Despite the significant cost incurred, the washing machine remained non-functional until I engaged another service provider to resolve the problem. Additionally, the lack of any follow-up communication following the technician's mention of contacting the manufacturer fell short of my simple expectations. Youve taken absolutely no accountability for your lack of actions and professionalism.
  
  To ensure transparency for anyone reading this, I would like to clarify that my refund request was solely for the cost of parts that demonstrably did not require replacement. I fully understand and was never seeking reimbursement for the technician's labor. Unfortunately, youve made it clear that you are unwilling to offer a reasonable resolution regarding the charged parts, which is sad and disappointing. This was a very frustrating and expensive ****** learned. This reinforces the importance of conducting comprehensive research before selecting any service provider in the future.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called unique repair to come out and fix my oven. We informed them that due to work schedules, no one would be home until 3:30pm. We had a date scheduled for that time 5/5/23. The technician called that day around noon and said that he was wanting to finish early and asked to come early but we couldn't. So the technician rescheduled for a date a week later. The technician tried to run diagnostics over the phone to see if any parts needed to be orders. We told him what was wrong and he ordered a part. The part was delivered broken two separate times and each time we had to schedule another date for service 5/23/23 and 6/6/23. A month later, the technician finally came with the part 6/11/23, installed it and the oven still did not work. The technician stated he was unsure what was going on but was going to order another part and again schedule another time to come. Another month later 6/27/23, the technician came and "fixed" the oven with the new part and it still didn't work. He realized all he had to do was reset the oven's breaker and it was fixed. That was all he had to do in the first place he realized and stated that to us. However, little did we know, we would be charged for all the unnecessary parts that he installed. I reached out several times to get the explain the issue but the technician didn't chart that he messed up, of course, so now we are liable for over $600 of parts that we didn't even need. The company refuses to look into the issue after months of asking them to. The technician was either incompetent or they are knowingly charging us for parts even though we didn't need them. Either way, I should not pay for their mistake. I am willing to pay the appropriate amount for the technician's time of the last visit when he realized his mistake. But to try and get a hold of someone to deal with this issue took over a dozen phone calls for them to do nothing to help.

  

  Business response

  09/07/2023

  Thank you for addressing your concerns regarding the repair. We understand the difficulty of working around the hours for the repair. We try to work with the customer as much as possible but can never guarantee a set arrival time. We see that you canceled multiple times as well, as we could not offer you a later appointment; unfortunately, **************'s route was done early on that specific date. Nonetheless, per policy, he should have waited, and we apologize. 
  We would also like to address your claims regarding unnecessary part installation. We dove into this ticket, looked at all the notes, and followed the manufacturer's recommendations for this repair. In addition, we looked at the technician's notes from the repair (those notes cannot be modified or erased) and saw that all those parts would have needed to be replaced no matter what. 
  We understand the frustration and confusion caused by this, so we offer you a 50% discount. The entire cost of this repair was nearly $1300, and we billed you $600 instead. We provided the discount to turn your experience around and to show our appreciation to you as a customer. Thank You. 

  Customer response

  09/07/2023

   
  Complaint: 20544663
  
  I am rejecting this response because:

  You stated we cancelled multiple times. Which is untrue. May 11 you told us the day before the scheduled time which we could not take work off. You gave us one day notice which is absolutely unreasonable for us to take time off work so we rescheduled NOT cancelled. May 15 the technician cancelled the appointment that day for a possible illness. It was unclear why he had to cancel. Then on June 15, you cancelled again because parts arrived broken. Do not say we cancelled when it is your fault for the delays.

  The technician stated to us that the whole time time the oven was running correctly. There was a safety switch that was tripped because an area of the oven got too hot. There are very few modern ovens that have this feature and he has never run into it. He only realized it was a thing because he had a previous customer the same day with the exact issue. He had to look up the wiring diagram and that is where he saw the switch. 

  The technician stated the oven was running correctly BEFORE he installed the parts. Those parts were add because of his inexperience and I did not consent to have parts replaced that were working perfectly fine. Yes they may have had to be replaced in the future, but not then and there. 

  
  Sincerely,
  
  *********************************

  

  Business response

  09/13/2023

  We apologize for saying canceled; we should have said rescheduled. The system we use with the manufacturers shows it as cancelation for that date, but you are right; it was rescheduled. 
  However, the rest of the response stands. We gave you 50% off for the time and the inconvenience, but we can't refund you for the service rendered. Thank You

  Customer response

  09/13/2023

   
  Complaint: 20544663
  
  I am rejecting this response because: the services rendered were not needed. You are charging me for something that didn't need to be done so it should be 100% off. Not 50%. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tech came out July 18 to diagnose fridge repair was covered under warranty for cooling system. Tech did not open back panel to see what would be needed he only ordered a new compressor it was supposed to be installed by July 25 appointment was cancelled by Unique due to part delay ******* was called by me and they said the already sent the parts to Unique there should be no reason to cancel appointment. New appointment was made for July 26 no one came than I received a text someone is coming July 27. Tech shows up opens the back panel 5 minutes later he tells me he can not fix it because he needs more parts the parts are generic and easy to get he will come Monday July 31 never did I called July 31 to ask when will someone some out and they said Tuesday August 1. That evening of July 31 I received a text that appointment is cancelled to part delay all though earlier i was told they have everything. I called ******* back if they can send someone else out I can not continue to wait for weeks to get a repair done since Unique only has ONE tech that can fix it. ******* called Unique to see when they will come they said next available is August 3 and that i will receive a text what time I never did. ******* called unique again and they are pushing the repair another week. I tried calling manager of Unique multiple times ***** she never called me back or reached out in any way. I refuse to continue to wait to get the repair done by Unique because this is going on week 3 and I have 4 kids at home I still breastfeed and I have no where to store my baby's milk. I also told Unique the repair NEEDS to be completed before August 3 because I have a funeral to go to and we will not be available. Today August 3 I received a bill from Unique for the tech coming out to diagnose and on the bill it said job will be completed Tuesday (August 2 from what I was told) The tech did not complete the repair he also took the new compressor back with him. I feel I shouldn't be paying the bill

  

  Business response

  08/28/2023

  Thank you for taking the time to address your concerns. After the initial inspection, the necessary parts were ordered, and the plan was to return as soon as possible and complete the repair. We did receive a part within a few days; unfortunately, upon inspection, we noticed that it was damaged, and we had to reorder the part, which led to the delay. We understand the frustration this caused you, and we would like to turn your experience around. We see that you have already found a different company, but we are waiving the $139 diagnostic fee to show our appreciation. Thank You!

   

  Customer response

  08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not use this company. All 3rd party bull . ******* had them out to fix a problem on my dishwasher, paid $300 fyi. They didn't fix the problem, then broke the water part in my dish washer and said that's the new problem. Didn't fix my dishwasher at all then want to charge more money $500. Then service guy didn't even push or reinstall the dishwasher its sticking out 6inches and I can't open my cabinets next to the dishwasher. DO DONT use this company. You ask for a manager they tell you to call *******. I asked for your manager, you didn't fix it and broke my washer. Why would I call *******. They will not take responsibility.********** not fix, the broke working part and won't fix it. The service kid says its covered I'll be back Tuesday no charge to fix it. Then I get calls saying they won't fix, its this much more $500. Read ******* fb, yelp reviews. All day the same thing. They don't fix the problem and charge you more.

  

  Business response

  05/09/2023

  Thank you for taking the time to address your concerns. First, we would like to clarify that you did not pay a ***** to us! You had everything set up through the manufacturer, and the payment was made directly to them. If you choose to cancel or dispute it, as you stated during your call, that will be between you and them. We have nothing to do with it; we were unaware of the charges you made till you listed them here on the BBB. As a matter of fact,  we have received this as an in-warranty call. The type of warranty they provided you only covers the issue we repaired (that typically means that you have an older unit outside of the manufacturer's coverage). You were given an estimate because an additional problem was found - which ******* did not include in the initial coverage. After listening to all the conversations between you and our reps, one of those conversations was a three-way call with the manufacturer; we see that you were informed that all you need to do is get your manufacturer to add additional coverage to the ticket, and the repair will be covered. Unfortunately, if they choose to bill you, we will not see that and have no say in it. 
  

  In addition, we would like to address the claim you made about our technician. We looked at all the notes, photos, and information you have provided to the manufacturer. We spoke with the technician and took the time to investigate it. Unfortunately, your unit can display only one code at a time; the initial 'no drain' error code was repaired, revealing an underlining issue - a 7C error code - a pretty common repair for this unit. Our technicians would have no reason to lie or hide the damage - accidents happen, and they know that they can tell ** that, and they have in the past. 
  

  So you can go ahead and call the manufacturer back to initiate a new ticket, or you can schedule directly with **. First, however, you would have to approve the estimate provided and later could try to get reimbursement from *******. Please let ** know what you prefer. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was forced to use this 2.7 out of 5 star company to do warranty repairs by ******** After giving a vague 12 hour window of when they would arrive, they call you 5 minutes beforehand and leave almost immediately after knocking. Today I was across the street meeting with a contractor. As soon as I saw the guy pull up I headed over. The guy immediately left as I was yelling at his vehicle when he pulled away. This is the second day in a row.

  

  Business response

  05/03/2023

  We are sorry to hear that your experience with our company has not met your expectations. Customer satisfaction is our top priority! We checked our technicians' tracker, which we can see live. We verified that on the 25th, he was at your home, waiting outside for 18 minutes; on the 26th, he was there for 10 minutes total. As per our policy, we can wait 10 minutes **** We are sorry to hear that you saw the technician drive away; he assured ** he did not see you. We also checked all the phone records and saw that you called back 10 minutes later; call center reps tried to reach the technician, but by the time he stopped the vehicle and answered the call, he was already and the next customer home. We truly hope your experience on the day we repaired your appliance was more than satisfactory. Thank you for being the best part of our business! 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep sending me a bill for a unserviced microwave, they DID NOT service the microwave. The manufacture sent them out and I didnt request for Unique repairs service or for them to come out. Ive called so many times that I cant even explain, theyre rude and they wont resolve this bill. Im not paying for this service so if the manufacture isnt responsible which theyve stated several times to direct it to them but unique repair keeps directing it to me.

  

  Business response

  05/03/2023

  After looking better at this ticket, we see that we spoke with ******************** multiple times. Before we explain all that took place, we would like to clarify that we did go to ************************ home on February 28, 2023, to diagnose the unit, and that is what she is being billed for - nothing else! To add, we did bill the manufacturer for this visit. However, ******************** must provide a receipt or proof of purchase per the manufacturer's request to cover the visit. We contacted her multiple times for the receipt; unfortunately, ******************** refused to provide it and initially stated that she was only the tenant and would not offer the landlord information when asked.
  Additionally, we have followed up with the manufacturer multiple times regarding her **** microwave; we could not get the coverage and asked ******************** to contact them directly. Unfortunately, she only contacted them after being billed by us. We are glad that the manufacturer is working to cover the unit; it is still under review but should be resolved shortly. 
  In addition, we would like to add that customer ********************** is a top priority here at Unique. Management took time to listen to the recorded conversation between ******************** and the call center department; we can assure you that no one was rude and tried to do their best to assist ******************** in this matter. 
  
  

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  The manufacturer was aware this was an out of warranty microwave and they still sent out Unique repair. Ive called several times as well and spoke to several people including *****, with manufacturer on the line advising that they would pay for Uniques services. This bill isnt my responsibility and I need them to take this **** out of my name and out of my responsibility! The reps at Unique are nice but the very first time I spoke with ***** she was rude, the times Ive spoken to her recently she was a lot nicer! I stand firm on the rude interaction with ***** when she initially got involved, Im not taking that back. As of recent everybody has been fine but this issue still isnt RESOLVED!!! 
  
  Sincerely,
  
  *******************************

  Customer response

  05/05/2023

   
  Complaint: 19980997
  
  I am rejecting this response because:
  The ******************* remains UNPAID, I need them to resolve the issue with the manufacturer so that I will no longer be responsible for balance.
  Sincerely,
  
  *******************************

  

  Business response

  05/05/2023

  Please note that any time you contact the manufacturer for a service call, they will set up an appointment, no matter if you are in or out of the warranty. Warranty coverage and requirements are between the manufacturer and the customer. As a third-party provider, we have no say in what they choose to cover. We always try to help as much as possible, but it is up to the customer to promptly provide the proper documentation, which in this case was significantly delayed by ********************. We are very clear in the disclaimer (listed on the invoice you signed) that if, for whatever reason, the manufacturer refuses to cover the visit or the repair, it becomes the customer's responsibility. We would happily resend a copy of the signed invoice via email. 
  In this case, we have gone above and beyond to ensure we resolve this issue. We followed up again with the manufacturer - we are happy to inform you that the payment was made this morning and will be posted later today. 

  Customer response

  05/08/2023

   
  Complaint: 19980997
  
  Thats great news!! Is it possible to send me something via email stating that its all paid and taken care of? If yes Id be happy to close out this BBB claim once I receive that record. Thank you!!

  Sincerely,
  
  *******************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Today is 4-14-23 and Unique Repair Services was supposed to come into my home today to install a new microwave door. This has been set up for 2 weeks. The technician calls me today during my 3-hour installation window to tell me that ******* did not order the microwave door for me like they were supposed to, so they have nothing to install. My comment to him was that "I am a teacher, and I took sick time off from school today to be home for the installation, so now I am out $400 of my sick leave that I will never recover." I also told him that "to make this right, Unique Services will have to install the door on a NON-TEACHING day for me, so on a Saturday." I don't want money from this company, but I expect them to install my microwave door on a Saturday when I am NOT teaching. I've already lost money because nobody from Unique Repair even bothered to call me to tell me that ******* didn't order the door (they waited to call and tell me on the day of my installation, and during my 3-hour installation window. That is poor customer ********************** to the **** Extremely disappointed in both ******* and Unique Repair Services for this chaos.

  

  Business response

  05/03/2023

  Thank you for taking the time to express your concern regarding our service. We looked into your ticket and saw where the mistake was made. Unfortunately, there was an oversite, the ticket was not processed through our triage department, and the part was not ordered promptly. We apologize for the inconvenience and will use this as a learning moment. We see that the manufacturer was able to assist you, and you no longer need the service. Again, sorry for the negative experience, and we hope we can take care of your appliance needs in the future. Thank You! 

  

  Business response

  05/03/2023

  Thank you for taking the time to express your concern regarding our service. We looked into your ticket and saw where the mistake was made. Unfortunately, there was an oversite, the ticket was not processed through our triage department, and the part was not ordered promptly. We apologize for the inconvenience and will use this as a learning moment. We see that the manufacturer was able to assist you, and you no longer need the service. Again, sorry for the negative experience, and we hope we can take care of your appliance needs in the future. Thank You! 

  Customer response

  05/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a Tuesday appointment with them to have our ******* washer serviced. Tuesday AM comes. The window we were given the service guy will come is 8am-9am Just a note that we waited for a week and I took a day off for this. We received a call from their office at 8:08am saying their repair guy is only allowed to wait for 10mins (hes been waiting?) and their guy needs to go their next appointment and that they can just RESCHEDULE us. We saw red because WE NEVER RECEIVED ANY CALL OR TEXT THAT HES HERE BEFORE THIS! EVEN FROM THE SERVICE *** HIMSELF! My partner goes running downstairs (we live in a building) and sees a van pulling away.He tried to get the drivers attention but failed. My partner calls the office back- multiple times! A total of 5 calls because with the first call THEY HUNG UP ON HIM. After 4 more attempts, somebody finally answers and my partner asks to have the guy come back. Now this time is JUST 8:13am. The girl on the other line says oh no they cannot do that as the guy is on his way to next appt. Seriously?! BECAUSE First: WE NEVER RECEIVED A NOTIFICATION THEY WERE AT OUR DOOR!we have an intercom at the building door and we were not buzzed!Second: They said they can only wait for 10 mins? Office called at 8:08 Then Technically service guy is still supposed to be waiting until 8:10, right? You give us one hour window to wait and I took time off for this day and they cannot come back even when it was not even 8:15am yet when we spoke with their office?Third: Do they have to be at their next appointment 8:30am on the dot?? Lets say they were able to service us - do they have to leave by 8:30am because they have to be at their next appointment on a specific time?! What kind of thought process do you guys have?such lame and dumb reasons you came up with and you expect us to just buy these stupid excuses?! Then they have the AUDACITY to send us an invoice noting NO CALL NO SHOW? Maybe its describing their service guy?that would be 100 % accurate!

  

  Business response

  02/07/2023

  Thank you for taking the time to express your experience with our service. We welcome all the reviews and take complaints very seriously. However, as per URS policy and to prevent significant delays throughout the day, our technicians are allowed to wait only 10 minutes for the customer. Therefore, we looked at the vehicle GPS tracker and phone records and saw that ************** left your property at about **** am. In addition, your ticket notes show that he tried to call you via intercom, but he received no answer and could not get into the building or knock on the door. Even though ************** followed the rules, we understand your frustration and inability to get service due to a few-minute delay. We spoke with the technician and addressed this issue. We know that you had the ticket reassigned to a different company, but we hope we will have the opportunity to turn your experience around in the future. 

  Customer response

  02/07/2023

   
  Complaint: 19335264
  
  I am rejecting this response because:

  PLEASE READ MY COMPLAINT AGAIN. IF HE DID USE THE INTERCOM, I WOULD HAVE RECEIVED A CALL BECAUSE OUR INTERCOM CONNECTS TO MY NUMBER. YOUR FIRST LIE. SECOND LIE: UPON RECEIVING A VOICEMAIL AT 8:08 (THE ONE AND ONLY KIND OF NOTIFICATION RECEIVED) WE WENT DOWN RIGHT AWAY TO OUR BUILDING DOOR. WERE  AT THE DOOR AT 8:09AM AND YOUR GUY IS DEFINITELY NOWHERE TO BE SEEN IN OUR PLACE. 

  
  ***********************

  

  Business response

  02/13/2023

  Dear ******,
  We did read your complaint, and we did respond accordingly.As we mentioned in the initial response, even though ************** followed the 10-minute rule, he could have made an exception. Unfortunately, after waiting for 10 minutes, he contacted his next customer and informed them he was on his way.
  We are sharing the vehicle tracker information; all company vehicles are tracked live, and we can tell where they are located at any time.As you can see, ************** left your building at **** am. Company vehicles are wrapped in blue plastic with a red URS logo; it is very distinctive and *********** would be highly impossible to miss. Please see image attached.

  Customer response

  02/14/2023

   
  Complaint: 19335264
  
  I am rejecting this response because: IT SEEMS LIKE YOU ARE HAVING A HARD **** PROCESSING WHAT IS THE ISSUE HERE. PLEASE STOP MAKING EXCUSES AND NOT TAKING ACCOUNTABILITY ON WASTING OUR **** THAT DAY AND CAUSING MUCH DELAY ON SERVICING OUR WASHER. READ MY INITIAL COMPLAINT AGAIN AND LOOK AT THE IMAGES I AM PROVIDING  YET AGAIN REGARDING OUR PART IN TRYING TO COMMUNICATE WITH YOU. LOOK AT THE ****STAMPS. THE **** THAT THE FIRST NOTIFICATION WE RECEIVED FROM YOUR OFFICE WAS AT 8:08AM, THAT SHOULD HAVE BEEN THE START OF YOUR 10-MINUTE WINDOW TO WAIT. YOUR GUY SHOULD HAVE HAD TO WAIT UNTIL 8:18AM IF YOU REALLY ARE RIGID WITH THAT 10MINUTE RULE. I DO NOT CARE ABOUT YOUR TRACKER. YES HE WAS AT OUR PLACE BUT THE ISSUE HERE IS NOT MAKING US AWARE HE WAS AT OUR BUILDING DOOR. DO YOU NOW GET WHAT THE PROBLEM IS? WHAT YOU NEED TO SHOW ARE SCREENSHOTS OF YOUR GUY TRYING TO GET HOLD OF US BY CALLING OR TEXTING THE **** HE WAS AT OUR DOOR. YOUR OFFICE CALLED US AT 8:08AM TELLING US TO RESCHEDULE SO WHAT **** DID YOUR GUY TELL YOUR OFFICE THAT WE WERE NOT RESPONSIVE AND THAT HE NEEDS TO LEAVE? 8:05,8:06,8:07?? SO WHAT **** DID HE START SUPPOSEDLY WAITING AT OUR DOOR? HIS ****R STARTED AT 7:55,7:56,7:57?? BUT WE WERE TOLD OUR WAIT **** FOR TECH TO COME IS 8AM-9AM, RIGHT? SO TECHNICALLY HIS ****R FOR WAITING FOR US SHOULD START AT 8AM IF THATS YOUR LOGIC YOU ARE GOING BY WITH ALL YOUR EXCUSES. *** HIS TRACKER AT THE **** WAS OFF AND THE ONLY INFORMATION WE RECEIVED WAS A TEXT AT 7:48 THAT HE WAS ON HIS WAY AND THATS IT!! THE NEXT NOTIFICATION WE RECEIVED WAS THAT OF YOUR OFFICE AT 8:08 SAYING WE NEED TO RESCHEDULE.  HOW RIDICULOUS! CHECK THE IMAGES I ATTACHED AND COMPARE IT WITH YOUR OWN PROOF  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 5 year warranty on my wash machine through ******** so ******* sent Unique Repair Services to do the service on the machine. The guy that they sent out came and took my Service tag with the model and serial number off my machine and said they can't service a machine without the tag on it, and I know the tag was still on it before he came because I took a photo of it, ******* said that I have to take that up with the company because they don't send them tags out and they are not liable for the him taking it off because he had no reason to take not off, I feel violated because someone came in my home who was suppose to repair my machine took something off my machine and lied about it to the company saying it wasn't there just because he didnt feel like doing the work. I called Unique Repair Services numerous times and no one wants to accept responsibility for this. Below is the picture of the make and model that I took before he took tag off.

  

  Business response

  01/09/2023

  On 12/20/2022, ************** went to your home and diagnosed the unit; based on the error codes, your washer needed a display and new dampers. However, the technician could not proceed with the repair because a tag was missing from the unit. Unfortunately, we cannot work on any appliances with serial and model numbers not displayed. Therefore, we have advised you to contact the manufacturer directly. Typically, if you purchased the unit from an approved retailer and can provide the required paperwork, the manufacturer can mail you a new tag.
  We know you have contacted ******* multiple times, so we are not sure why you could not get your tag replaced. You mentioned that your washer had been bought out by the retailer, which typically would mean your warranty is no longer effective, and no tag replacements can be sent. But that is something between you and the manufacturer. 
  
  Upon the first visit, the technician took a photo of your washer (see the image attached) to show that the tag was missing - for this model, the tag should be placed right underneath the lid, where we marked a red arrow. Again, you can see a space where the tag used to be and is missing. On a later visit, you showed a picture of the tag on your phone (the exact images you included in this complaint). You may have chosen to provide it on the first visit, which you did not, but please note we cannot repair any unit unless it has tag displayed on it. In addition, we lose a lot by having to go to your home multiple times as we get paid for one repair visit only. 
  
  And to address the egregious claims of ************** stealing the tag from your washer - it is slander. We stand behind our technicians and will defend defamation claims by any legal means necessary. 
  
  

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a 3rd party contractor for ******** our ******* washer broke on Dec 10th under manufacturer warranty. Unique Repair has cancelled 3 separate appointments since the first open ticket on Dec 11th. The first time because the part needed had not arrived, the second because the technician could not work past 12pm despite our appt being at 2pm, and the 3rd time they notified me 4 hours before our appointment that the tech was going home sick. I went past the holidays without a working washer, and ******* says they can't do anything until a technician diagnoses the washer in person. They keep going back and forth about when they can get a tech scheduled and i can't get ahold of anyone at Unique Repair. I'm at a loss on how i can get my manufacturer warranty washer serviced.

  

  Business response

  12/27/2022

  Thank you for taking the time to address your concerns with us. We understand the frustration when appliances are not working correctly. On 12/12/2022, we received a ticket from ******* regarding your unit, triaged the parts, and scheduled the appointment for 12/16/2022. However, by 12/15/202, we received a notice that parts were delayed, and we contacted you to reschedule for 12/19/2022. Please understand we have no control over part availability. Then, the system shows that you have canceled the 12/19/2022 appointment, and we rescheduled it for 12/21/2022; we typically ask about reasons for rescheduling, but in this case, it states - no reasons were given. And yes, on 12/21/2022, we had to cancel the appointment because the technician caught a cold. We are aware of the inconvenience it caused; however, the health and well-being of our technicians and customers are a top priority. Furthermore, we did try to schedule an appointment again, which you declined, stating no service was needed. But if you need any additional assistance, don't hesitate to contact customer **********************, and we will be happy to help you. 
  
  

  Customer response

  12/27/2022

   
  Complaint: 18640534
  
  I am rejecting this response because: I'm sure that the 12/21 " did not have a reason given" because i was told the technician generally does not work past 12pm despite the appt being at 12. I got a text at 10:33am saying the technician was on the way, but nobody would have been home when he arrived until 12p so I had to reschedule. On Wednesday, I was notified less than 4 hours before the appt was cancelled that the technician went home sick. I understand people get sick, but I had already taken off work to make sure a repeat of Monday did not happen. I thought it would have been a priority to get a technician available on the next day, but instead I was told that Unique Repair would not be available until Monday 12/26 to schedule my next appt (15 days after the initial ticket). ******* called to follow up by saying Unique Repair had closed my ticket and noted that a technician had visited onsite and resolved the issue. I let ******* know that nobody had ever showed up, so the opened another ticket and recommended contacting the Better Business Bureau because then it would be resolved in ***** hours. 
  
  Sincerely,
  
  *****************************

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