ComplaintsforQuality Repair

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called ***** warranty service in September of 2022 at **************** and scheduled an appointment with a representative to service dryer and washer. The washer would not lock and the drum was making a loud knocking sound. Warranty did not expire until November, but told not to worry because the order was in the system. First appointment scheduled September 27th which was cancelled the day before arrival because techs were not available in the area that day. They were only available M WF's. Contacted representatives at the above number and transferred to many different customer service representatives who were not able to help and would continue to give other numbers that would lead right back to the same department. Scheduled 2nd appointment for October 5, 2022 with Onika at Quality Repair services at ************** and no tech showed up for the job. No one called to let me know of the cancellation. Called and spoke with extremely rude representative and then given *****'s private extension to call at **************. Called and left messages that were never returned. Scheduled another appointment and tech came out and told me I needed a switch to repair the machine. He also stated the machined needed the switch to start the machine and assess the problem with the drum. He assured part would take 4-7 business days, which it did not. I called after 10 business days and the ***** told me part was ordered and in the office. Made an appointment and when tech arrived he asked if I had the part. I did not have the part so I called the rep again to be told the part was not delivered to the office and that she would put in the order for the part again. Tech attempted to install a compatible part that did not work. I told him I wanted the part that he put a order in for my machine. I had to wait another week to have part installed. Switch was finally installed on November 21, 2022 and machine begin to work, but drum continued to make knocking noise. I call representative and let her know they did not fix the drum. She rudely said the claim was closed and she had no record of me needing the drum fix and that I needed to make another appointment and will be charged because at this time the warranty expired. On this day another representative contacted me to open another warranty for the washer and dryer. I explained my situation to her as well. Ask both representatives to help me and the both said there was nothing they could do. ******************* the phone up on me when responding to my request. All representatives did not either understand english or were extremely rude. In a few cases they were both. I spent hours/days on the phone speaking to different representatives to solve this problem. I have been a loyal customer of ***** and I am truly disappointed in the services they provide to me as a customers. After 3 months I still have a broken appliance and a feeling of being duped. I have paid for a plan to acquire a service and I can not seem to speak with anyone who is able to help repair my washer. This company continues to use the run around and stall tactics to delay or cancel repair services.

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