J. M.
Will cancel on you the night before after you take off work and lose pay and will only offer 1 other day that doesn't work for you and no other options of days for the rescuedule, you take it or leave
I scheduled a service appointment and waited all week. Because of the four-hour service window, my husband and I had to take time off work, costing us about $300 in lost wages. The night before the appointment, I received a late-night call from a manager named Barbara. I immediately called back, but the office was closed, and although the recording directed me to leave a voicemail, her mailbox was full. The next day, I spent hours between meetings trying to reach Barbara. My place in the queue repeatedly went from caller #3 to #2 to #1, then back to #3. After waiting 23 minutes, then 32 minutes, another 20 minutes and finally another 17 minutes, I reached her. Her only solution was to reschedule for the following Wednesday. That was not an option. He had already taken Friday off, and I have over 170 students and school starts that week, so I cannot continue take off on short notice. My husband cannot as taking multiple days off in one week period could jeopardize our jobs. No other days/weeks were offered. I understand unexpected issues happen, but this was handled poorly. Instead of offering only one date that worked for the company, another technician could have covered the route or multiple appointment options should have been offered. Barbara was dismissive, showed no empathy, and made no effort to find a solution that worked for both sides. Now, more than a week after scheduling, my dryer still isn't repaired. This has been the worst repair service we've experienced. The scheduling, communication, and customer service were unacceptable, and Barbara would benefit from additional customer service training. When a company causes this much inconvenience and financial loss, customers deserve flexibility, respect, and a genuine effort to make things right.