FAMILY APPLIANCE

Great !!!!!!

unknown

I called at 8:30AM because my refrigerator was not working at all. The tech. arrived at 9:20. He worked on my appliance for about an hour and even cleaned out the bottom of the freezer before putting everything back neatly. The tech. was very nice and professional. I used this company once before in 2005 and had the same tech and the same good experience and the cost was very reasonable. I will use them again.

Family appliance came out to service my dishwasher which had leaked and caused water damage in the house. They had to replace the drain hose which had to be ordered. A follow-up appointment was done today. They came out to replace the drain hose and as the guy was leaving my son realized that there was water in the hallway and his room which are adjacent to the kitchen. The guy was leaving without telling my son that something had leaked. I called the office and spoke to the owner Ken who did not seem to have any sense of urgency given my current situation to contact his technician and find out what happened. He told me he would talk to his tech when he got back to the office. In the meantime I had to call my restoration company to come out and assess the newly caused water damage. The Family Appliance technician who came out to the house called me and told me it was "no big deal" only a gallon of water or a half a gallon of water, the amount changed during the conversation, had leaked out of the hose. Although I pointed out that the water got to my hallway through the walls, I was told ?It?s not a big dean and, well, at least the dishwasher is fixed". I called back again and spoke to the owner and told him of my complete dissatisfaction with the response that I received from his technician. Unfortunately the response I received from the owner was no better. I was told it was no big deal and it will dry. He asked me if I had ever spilled a bucket of water on the floor and I said yes, it's a lot of water. I told him that the water had gone through the walls that I had just spent hundreds of dollars to have dried out by my restoration person. Again, I was told I was blowing it out of proportion and it was "no big deal". I'm not sure how he would feel if he had damage to his house and then had someone come in and compound the damage. I asked him why he thought that I would believe that a gallon of water could come out of a drain hose that was just installed on the machine, it?s obvious that the technician turned the dishwasher on and did not have something connected correctly. And to make the whole situation even worse, the technician tried to leave the house without telling my son what he had done. My son stopped him as he was leaving to ask why there was so much water on the floor in the hallway. He said something about making a mistake with the drain hose and my son ended up doing most of the cleanup. Unfortunately Ken?s no big deal was evidently a big deal as I am now sitting in my living room listening to the sound of three industrial fans that had to be set up to dry out my walls now for the second time. I have fairly high expectations for customer service and I understand that errors are made but it's how you handle the errors that either makes you a hero or a zero. Family Appliance is a zero in my book as I got no apology for the mistake that was made and I got no acknowledgement that they even made a mistake. I will never use this company again. As a final note I wrote this review on the day that this all occurred and have waited several days to see if I would receive a call apologizing for the additional damage they caused and an acknowledgment that they made a mistake. I received no phone call although I do know that the owner spoke to my restoration company and knows that I had to have three fans running in my house for 2 days.