I want to be fair so I've amended this post. I did hear back from Trail yesterday and they have given me the extended service contract on the washer. Calls weren't returned because someone didn't pick up messages as directed. I appreciate the contract and I also had to ask for it. Still unnecessarily difficult to get this project handled.
I am so disappointed in Trail Appliances. I bought my old washer and dryer from them 25 years ago and never had a problem. This time out, 3 new appliances and nothing but trouble from the start. The diswasher wasn't installed correctly and had to be redone and the FIRST washer never worked right out of the box. I spent a total of 5 days waiting for service, installations, pickup and drop-off of new washer. Working with these people cost me money.
I talked to sales people, sales managers, service people, schedulers, and finally got through to a family member in the ownership group and still couldn't get any satisfaction. It was up to me to ask for a new washer, a refund of the installation fee...everything. Not once did anyone offer to do anything for me. And yet both the salesperson and the service tech tried to sell me the extended warranty contract because I guess this stuff is worthless in 12 months when the warranty runs out.
Everything happens on their time and their schedule. They say they want me as a customer but do nothing to support that or make it happen. The family member told me he was the future of the business and wanted things to work out then when I asked for a service contract in lieu of all the hassle and lost wages waiting around all day (5 times) for techs or trucks to arrive (even 2nd washer was scratched), he said he would check into it and stopped returning my calls. It would appear that they don't mean what they say.
Very disappointed in the company. Things have really changed at Trail and not for the better in my opinion. I won't shop there again and certainly do NOT recommend them.
- Approximate cost of services:
- $2,500.00
- What could this company do to improve their services?
- Aknowledge that people aren't able to hang around all day to wait for you to fix the problem. Maybe people who are being helped due to an earlier problem can be helped earlier or first in the day. Mean what you say. Don't say you want me as a customer and then ignore me. I paid my money in good faith.
- Any advice to offer fellow homeowners facing a similar project?