The repairmen that came out were nice enough individuals, but this company has exhibited a severe…read morelack of professionalism. Their communication after being paid is subpar at best, but since they text me less than two minutes after leaving my house asking for a Yelp review, hopefully, this will get their attention and prompt a return call or refund my money in full. Four weeks and three appointments after this all began, my washing machine is in the exact same state as was when we started.
The problem started with an error code on my washing machine indicating a temperature sensor needs to be replaced. I pass along the error code to ATAR, and we schedule a repair.
The first appointment- I was told by the repairmen that the sensor was bad, and they replaced it. Within 10 minutes of the repairmen leaving, the same error code, and one other error code, both go off. I attempted to text and call their scheduling number, no response from either. I text the cell phone number the repairmen called me when they arrived at my front door, no response.
Second appointment- The repairmen could not replicate the error. Without doing any diagnostic work aside from turning the machine on and running it, they tell me the machine must be fine and not to worry about the error codes that were displaying. After doing one load of laundry, the error code occurs again.
Third appointment- Although my repair history clearly states that it requires two men to move the dryer on top on top of my washing machine, one repairman was sent out. I offered to help move the dryer but was told that another repairman was in the area, so they would come back together later in the afternoon to finish my repair.
While leaving, he told me that I would receive a text to confirm, the techs being sent back out later in the afternoon. None was sent, so an hour and a half later (4:45) I text the scheduling confirmation number looking for confirmation, no response (they close at 6). I called their business line (same number) twice before 6, no answer and not reply to the voicemail I left.
The repairman also told me that he needs to test the motherboard as when an error code appears again after the sensor is replaced, it is likely the motherboard. Ok, so when I told them that the original code, and another error code, both displayed again after the first appointment, then why did they not perform a diagnostic on the board the second time they were out? Or any form of diagnostics test on the first visit?
Now am sitting here with all of my clothing on the floor in my hallway needing to be washed (have not been able to do laundry for four weeks at this point due to my work schedule and them only scheduling two-hour arrival windows on work days, no weekends) receiving zero communication from anyone at their company.
***My reply to Patrick via private message as Yelp does not appear to display responses to the owner***
Patrick, your faux friendliness is not fooling anyone. For anyone that has taken the time to read this far, I think the image snippets from our text conversations (from your business and personal lines) perfectly sums up this businesses class and integrity. I will eagerly await my partial refund "in the upcoming days".
In response to your message, I gave you the error code and that stated a particular part needed to be replaced. After your repairmen left, the machine stopped working within minutes. Your repairmen also sent me a text asking for a Yelp review, also after hours, to which I promptly text notifying them of the issue. When I did not hear back, from either point of contact, I canceled the check. In hindsight, the right move considering that you now have $268 of my money, and my washing machine is in the exact same state as it was when this all started.
If this is the time to make excuses as to why your company does not respond to texts and calls after hours, I would love a clear understanding of why after your repair tech yesterday left (telling me that he would be back later in the afternoon and then no-showed), you did not respond to any of my texts or calls starting at 4:45? Your excuse of had to leave the office early does not add up when your main phone line that I called/text is an iPhone.
The second appointment. Turning a machine off and back on again for an hour is a pretty rudimentary "diagnostics" test. Most professionals in their given field test the internal components of the machine in some way, shape, or form. When your repairmen came out the second time I did clarify that two error codes had occurred since they replaced the sensor. Per your repairman's recommendation on the third trip, the board should have been tested if error codes occur after the sensor is replaced. That is a diagnostics test, not turning the machine off and back on again. And I never stated that I was satisfied with their resolution, I was told there is nothing else they could do, which come to find out later was not true.
