ComplaintsforElite Home Services & Appliance Repair

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This company is a appliance repair company assigned under my home appliance warranty. A month ago, I had to put in a service request for my washer. This company is only opened M-F from 9am to 2pm. They never answer the phone and the only way to contact them is through email which, I had to call the warranty company to even get a response/ The first incidence occurred, where this company had scheduled an appointment to repair my washer, on the service day, no one never showed up or called. I took off work for NOTHING. I had to call the warranty company to even get a response. I was told the part they needed wasn't included. Ok, part ordered. The part came to my house. Scheduled another appointment, which was today. The technician called and claimed he didn't have the necessary tool to fix my washer and he can on Wednesday. He even lied and said he came to my house, which he didn't. This company is tota;;y unprofessional and I will never want to do business ever again! I elected to just buy a new washer.

  Business response

  08/25/2022

  Business Response /* (1000, 8, 2022/07/05) */ Business supplied email: **********@gmail.com Use this address for any contact with the Better Business Bureau Business Response /* (1000, 9, 2022/07/05) */ ***Document Attached*** Hello, in response to complaint #******** We here at Elite Home Service are service providers for home warranty companies. In this customers case it was First American Home Warranty. Everything we do has to be approved through this warranty company. All parts are requested and sent from them. We were at customers home on 5/25/2022 and a major part was needed from her warranty to fix her unit. This had to be sent over and approved before any fix could be made. The part (basket drive) was requested from her warranty company on that same day 5/25/2022 at 5:38pm. We did not receive the part unit 6/07/2022 at which time the tech realized that all components needed were not in the box. We then contacted the customers warranty company to let them know and requested a new part to be shipped out to us. We do not receive tracking info for the parts so we ultimately have to wait until the part arrives to schedule the next appointment with the customer. We received a call from the customer who stated the warranty company actually sent the part to her home so we scheduled the install appointment for 6/20/2022. On that day the tech was informed about the part being at the customers home however they did not supply the correct tool to install this. As stated before all parts are sent to us from the warranty including the proper special tools needs for certain extensive repairs such as this. Shortly after this day we received a note from the warranty company stating that the customer has requested information on a "cashout" option and to not preform any further work on the unit. (cashout means the customer is offered an amount of money to go purchase a new unit and ops out of having the current one fixed) From there we no longer have any obligations to the customer and all is done with their warranty company. We do not collect money from any customers as for this is all controlled through their warranty and the warranty company pays us. I believe the "refund" this customer is asking for would be their service fee that they paid to First American Home Warranty when they opened up the claim in the very beginning. Please see attached with date and time stamp of when the warranty company told us to not preform further work and also the info sent to us for the customer where is does not tell us to collect any money from the customer. Unfourtnley in circumstances like this we are the ones who receive the backlash due to customers not understanding that we are contractors for their warranty companies and we have to do as they say/approve otherwise our hands are tied. We are very sorry this did not work out for this customer and wish it was a different outcome however we believe the frustration is directed towards the wrong company. Thank you for your time with this matter. Consumer Response /* (3000, 11, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the contractor is contracted through The warranty company BUT that still does not put them off the hook for the first time I had an appointment and no one showed up or called me From THIER company to even let me know they didn't have all the parts. SO I took off work for Nothing and then the second appointment, Their company DID not make sure they had all the parts required to fix my washing machine, which again inconvenienced me for the second time . COMMUNICATION goes a long way and I feel they failed in this department.

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