Business ProfileforMetro Appliances & More

12/13/2021: Called Metro Appliance regarding service and told they couldn't have a repairman here until after first of the year 12/28/21 Called Metro Appliance and requested service under Warranty with Safeware 1/4/22 Scheduled repairman with Metro Appliance. Received call from Metro Appliance at 15:21 with request to complete below. 15:36 sent text with pictures with Serial #, Model#, because repairman could not show and stated he knew what the problem was and would order parts. Sent pictures of frozen icemaker and told to turn off. He texted that it was a "board issue". 1/5/22: Received e-mail from Safeware warranty claims that an Estimate for repairs was received under Claim#938358 1/15/22: Received e-mail from Safeware warranty that Repair estimate was approved on 1/5/22. 1/22/22: Text with, "still waiting on 2 parts to get fixed up. Sorry for the delay." 2/3/22: Asked for update via text 2/5/22: Text with, "We have gotten 1 of the 4 parts needed. I'm looking for the others anytime now". 2/26/22: Asked for update via text 2/28/22: Text with, "All here but the main board" 3/21/22: Asked for update via text 3/25/22: Received call from Metro Appliance with service department for scheduling repair. Could schedule for 4/4, but we were busy. 4/8/22: Keith with Metro Appliance called at 13:47 that he was on the way and arrived later to performed maintenance. 4/11/22: 08:13 Called Metro Appliance: Icemaker Auger not coming on even though making ice, Fridge portion too cold, and freezer currently at 15 degrees even though front panel set for -2 degrees. Sent to voice mail. Left voice message regarding above. Called main number again and asked to speak with live person as in past no one called back when leaving message. Spoke to Harry, Service Manager, and discussed above, Repair arrived with additional parts needed. Still not working. 4/13/22: LVM for Harry to call with request for Plan as refrig/freezer not working since December.

Hey BBB

Yes this was an issue for all involved. Ill explain the process and I think it should clear up this review/complaint.

Mrs. Peggy bought her frig from Metro April 2019. She purchased an extended warranty to cover the frig for 4 additional years after the Manufacture's warranty of one year term was up in April of 2020. Mrs. Peggy called Metro as stated about he frig having problems, we started a claim with Safeware for us to go out to the house. I cant not identify the reason the tech didn't show up but I did find where she sent pictures along with the explanation of what was going on with the unit. Based on that information and a call to Frigidaire tech line the service department determined what parts where needed to repair the unit.

This is where is gets messy for everyone.. Especially Mrs. Peggy!

Metro orders parts from 3 different parts suppliers outside of the Manufacturers, Our folks called everyone that may have the parts in stock but unfortunately most of the parts where on back order which we have zero control over. Mrs. Peggy was being very patient with the process of waiting while Metro was getting very frustrated with Safeware over their reluctance to swap out her Frig. They are supposed to provide us with a solution for the customer not just make someone wait with a broken unit for months.

Metro has power with the MFG's when it is within the year warranty, but when the extended warranties kick in we then become a service company who has to follow their process (which in the case was not fair ) . Safeware was hiding behind their terms and conditions instead of doing what was right by the customer

FAST FORWARD TO WHEN PARTS FINALLY ARRIVE

Parts that arrived didn't repair the unit and Mrs. Peggy calls the service dept. and for some reason is not getting a call back when she is leaving a voicemail. THIS IS NOT OK AND WE ARE CHANGING THE PROCEDURE ON HOW VOICEMAILS ARE HANDED OUT..

I found out about her frig now needing a new sealed system instead of icemaker parts last night. We started hammering SAFEWARE since then after 6-7 emails and three phone calls, Safeware has decided to hide behind their terms and conditions and not help the customer even after the frig had died. Waiting for icemaker parts is one thing but the frig not cooling is a different issue completely

About 30 min ago our service manger spoke with Mrs. Peggy and Metro is paying for her a new frig to replace the broken one. Metro was the company that sold her the product and extended warranty and because Safeware refused to take care of her item the right way we felt we needed to get her taken care of ASAP. This issue was already in process before Mrs. Peggy sent in a report to the BBB.