Business ProfileforMr. Appliance of Pasadena & Mid Shore (MD)

Well...we had an appointment set and I was called two days before and told that their guy had called out that day, so they weren't sure whether he would be available on the date of our appointment. Uh, ok...thought maybe that was a one-time thing, so they rescheduled us, but I had to ask by email if we could make it on that Friday instead of the Wednesday that they suggested. they said that they could only do it on Friday the 17th. Ok, no problem, even though that was two weeks from the original date we had set up. I just get a call today stating that they had to reschedule me because I "never got back to them". No - you guys said that you would call the Thursday prior to the appointment with a two-hour window. The woman then said, well, we are overbooked, so we can't take you. I've been canceled on now twice, and the thing is they're trying to lie about me not getting back to them (I have the email exchange between us confirming that I rescheduled and a couple of other emails, as well). They then said maybe I need to get someone else to come out to help us and they would cancel my appointment altogether. I said that - yes, that's probably best - I'll go ahead and call the warranty company. Got on the phone with the warranty company and they said that Mr. Appliance had already contacted them and said I never got back to them. Unprofessional and unreliable company, not to mention that they clearly have people that lie to potential customers on their staff

We did review the emails and I did see that you responded to us which I did explain on the phone and apologized for. Unfortunately, our service professional was still out sick and we had to reschedule the appointment because we do not send sick service professionals into anyones home especially not during the covid pandemic. You also limited us to one day a week Friday where we can come out to service your appliance. I offered to send back to your warranty company American Home Shield if you would like to be reassigned. We record all phone conversations and it was not communicated to American Home Shield that you never got back to us. It was simply stated that we are very busy and overbooked and you needed something sooner than the following week.

Unfortunately, this is not the whole story. First, what does it matter that we are only home on Fridays? It could've been ANY Friday, but you guys kept canceling. Your reason was that you were overbooked. So the answer you've given here doesn't make sense. And why would we take off work on another day and then run the risk of you guys canceling yet again? You could'nt even tell me whether I would just be canceled on again. And again - you guys told me that you couldn't reach me...I reminded you that I had voicemails and emails that were returned. As you said in your answer - I DID respond to you, which is not what you said on the call. You told me and you told American Home Shield that I didn't respond. As for what you told American Home Shield - I called American Home Shield immediately after our call. They reviewed the account and told me (confirmed by a second person at American Home Shield) that you told them the reason for not dealing with my service call was that you were unable to reach me. So you can tell the Better Business Bureau that you didn't say that to American Home Shield all you want - it is simply not true. American Home Shield had me cancel my service request and said they had to refund my deductible and have me start the process over. I asked them if I did that if I was going to be matched with you again. They said absolutely not. However, I started the process again last week and was matched with you. I had to call them and request a different company because we simply need service as soon as possible and you are not reliable (and again, further - you are not trustworthy). Oh, and by the way - you never said your service professional was still sick. You said you were overbooked. Simple as that.

We're sincerely sorry to have let you down with this service. Unfortunately the pandemic has introduced new things and we are still adjusting to them. When we in the unfortunate circumstance have to reschedule a customer, we just use the blanket term that we are overbooked which in this case is true because even with a sick technician we only have so many available appointments to give. We wish this was not the case and are sorry again that this occurred. We will make sure changes are made so this doesn't happen in the future.