ComplaintsforSun State Refrigeration and Appliance Inc

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a home warranty claim and asked for a call to let us know when theyre on our way since we had errands around the area to run. We got a call at ****pm that we did miss, but to tell us the tech was on the way. At 132pm we got a notification that the tech rang our doorbell. As were calling the tech back, he is standing there at our porch ignoring our calls. We called close to 10 times because we did not want to miss the tech as we were only 10 minutes away from the house. We even texted the number. all calls and texts were ignored and never returned.We have 5 kids and our AC unit is completely down. So naturally, we call the office 4 or 5 times over the next 2 hours and finally someone decides to answer the phone. She basically argues with me and tells me she will try to send someone right out or we may have to reschedule. Something that couldve been prevented if they had a higher standard of service and professionalism.its been 24 hours and theyre refusing to pick up any calls or texts since the last communication. Were not rescheduled and have no idea whats going on. I honestly have no idea what to do.

  

  Business response

  06/24/2022

  Please forgive my delay to get this response to you.  Unfortunately I came down with Covid-19 and am still just getting over the more difficult part of it.
  I also wanted to concur what I already knew of this call with my scheduler who had also spoken with the customer.
  
  Below I'll explain precisely what we provided for this customer through her warranty companies request which we just became a new vendor for her warranty company
  
  Upon speaking to this customer, as a special request she requested a particular day to be serviced.  In order to facilitate this particular day we called other customers who were already scheduled on a different day and changed those appointments in order to oblige this customer's request.
  
  We then explained to her:
  1) we would be able to accommodate her and would call her the day prior.  
  2) that we would give her a 3 hour window and that
  3) the name of the technician and the phone number he would be calling from because
  4) that call would be from a Private ID, and not have a Sun State Refrigeration Caller ID.  
  
  After explaining these requirements, they okayed the service for that day and time window.  
  
  On the day of the appointed service request our technician called 2 times when he was on his way there and again when he arrived.  
  When there was no answer he called the office for us to call her and we did and left message stating that our technician was on his way there. We also had to leave a message. 
  
  I told the technician to go there anyway even though there was no phone response because I knew she had asked for this specific day and we already went through all the trouble to change several customers schedule to kindly accommodate her and so honestly  I believed she would be there.  When my technician arrived, he knocked on the door several times with no response and the office called again and got no response so we told him to leave.  He had several other calls, leaving that area, that was on his schedule.
  
  About 10 to 15 minutes after he left, the homeowner calls the office stating they could not reach the tech back on his phone but that they could see him (on their phone through their door camera) at the door and would be back in around 10 minutes or so.  
  (Note: The Techs use special phones for calling out to customers but these phones do not allow incoming calls)
   We then told the customer we would put her back on the schedule, but she was not interested at that point in time.
  Even though we went out of our way to accommodate her.
  
  We call and confirm appointments the day ahead and give them a reasonable window that we will be there to keep this from occurring.  
  By the time the customer called the technician and then the office the technician was already at his next scheduled job.  He would had to  stop everything
  and reverse, which would put his timing schedule behind, causing all other customers on his list to be set aside and maybe not even get done.
  
  1. They were not at the home as promised when we arrived ON TIME.
  2. I can only assume they had a RING door **** and that is how they knew he was there WHILE THEY WERE NOT.
  3. They could not answer door  because they were not there as promised.
  4. They did not answer our Phone Calls
  5. They did not phone prior to our scheduled window to us to warn us and let us know they were not there but would be there shortly.  
  6. Without knowing any information from them I could only tell the Tech to continue to his next call.
  7. When the homeowner called the office I DID call the technician to try to get him to return but he was already at his next call and at that time it could not be aborted.
  8. She did not say or seem be in any hurry to get this service done even asking for several days in the future to schedule so I told the technician we would have to re-schedule when we were back in that area and also told the customer this. 
  

  Customer response

  06/24/2022

  Unfortunately, due to the inaccuracy of the statement, I must reject the response. 
  

  1. We were given multiple days to choose from and we selected one of their available days. There were no special accommodations made for us.

  2. Since the last phone call, 3 months ago, we still never heard back about a reschedule or an answer to what actually happened.

  3. We were forced to wait 48 hours with no contact to file for a new company to be assigned to our case.

  4. Once we cancelled, this company reached out to our home warranty company claiming they scheduled us for another appointment 2 weeks out. This was completely fabricated and done in an attempt to avoid being penalized by our home warranty company. These penalties can cost them future business.

  5. You cannot deny a live camera feed on a ****** home camera. The reason why we they claim it was a phone call 15 minutes after the tech left was because it took us over 30 minutes to get a hold of the office, during business hours. To clarify, we stated we saw the technician on his camera before he left and attempted to call the number back. 
  

  6. While we were calling the number back, we could hear the phone ringing and se the tech looking at the phone screen. I do not believe for a moment that this was a special phone that cannot receive inbound calls. My question would then be, how does management get a hold of this person if they cannot call them?

  7. This response and the 90 day turn-around speaks directly to the unprofessional customer service and care in which they treat most issues. Even the serious complaints that can affect their bottom dollar.

  My hope is that from continued experiences like this, the company will be forced to reimagine the way they create their profitability. Because eventually, they will develop a negative reputation in the industry and be forced to take on less jobs at a lower profit margin to retain operations.

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