When things did not go perfectly with our repair we found that this company appeared to be just a call centre, with nice empty words and advertising representing essentially independent repair people without proper management taking any responsibility. We had the motor replaced in our washer. That went smoothly, but the machine wobbled afterwards due to one leg not being level. Polite texts, emails, and phone calls could not get the problem properly addressed or reasonably solved. There was also no way to be assured there wouldn't be an extra hefty charge. Their communication was formal and unfortunately, effectively meaningless. We have used plenty of other repair companies and almost always had the occasional problem handled by real people that fixed the problem sensibly. Couldn't make it happen here no matter the effort I made. Oh, and the icing on the cake is they offer a $10.00 rebate on your repair if you write a 5 star review of them.
- Approximate cost of services:
- $500.00
- Company Response
We are very disappointed with this customer. At RepairCare we work very hard to be fair, professional and ethical always keeping customer service at the forefront of all we do. The customer service Manager has been dealing with the customer back and forth to come to a resolution that would be a win win for everyone. She had made arrangements for the technician to go back at no additional charges for the return visit or the labour. As she was going to be out of the office for the week, she had left instructions with the office to call the client to book the return visit. There was a communication breakdown between the client and the office and the visit did not take place. Upon returning to the office, the Customer Service Manager had made note to do the follow up with the client to make sure that all went well with the return visit and the issue had been resolved. The Customer Service Manager was told that no visit had taken place and the customer was extremely dissatisfied with our company and posted a bad review. The Customer Service Manager apologized for the miscommunication with the office and reiterated that arrangements have been made with the technician to make a return visit at no additional charges for the return visit or any additional labour required to fix the issue. If parts were required the parts would be additional. At that time the customer did not schedule a return visit, said he would think about it and speak to his tenants. He also agreed to revise his review as he was satisfied with the resolution that was given. He was given a written guarantee that arrangements have been made for the technician to return at no additional charge other than parts (if needed). We agree that sometimes the company doesn't get it right, but we are committed to making it right. We do not guarantee that we would give you the resolution you want but we do guarantee that we would do our best to be fair, professional and ethical. It has been over a week and customer has neither scheduled a return visit or revised his review. Very disappointing.