NORTHWEST APPLIANCE HEATING AND AIR CONDITIONING

We were scheduled for a furnace check up on September 6th. When we called to confirm the appointment we were told we are not on their schedule. The girl in the office had no apologies or excuses. My husband said "well if this is the way you treat your customers I don't want to do business with you." I called back and asked to speak with the manager. The manager said "it sounds like your husband has an attitude and it won't be a fit for us to come work for you". Run away from this company, I can't see where they will stand behind their customer.

ABSOLUTELY HORRIBLE!!!! DO NOT USE THIS COMPANY AT ALL!!!! Here is my story (the story apparently the owner was not concerned with). My brand new Samsung dishwasher died on 1/6/14. I called Samsung and placed a warranty service request. They told me NW Appliance (from this point on referred to as NWA) would respond between 8-12 on Wednesday 1/8. At approximately 11AM on 1/8 I called NWA to see if someone was en route. I was told the call was cancelled by Samsung?! The lady who answered the phone, Debbie, said it was possible that the call was not accepted in the allotted time frame because she was off the day before and the owner's wife has no idea how to deal with warranty calls. However they could respond on Thursday, 1/9 if Samsung agreed. I called Samsung back, Samsung had no record of cancelling the call (hmm?) and said NWA was still the assigned contractor. Thursday a young technician from NWA responded, he huffed and puffed and made annoying comments about having to pull the entire dishwasher out from the wall (something I had not complained about until now...I work in the industrial service industry and this is completely unprofessional, but I just wanted the repair done). Turns out to be a cracked drain line (this caused the drain pump to constantly run, no leaks, just running motor) and said the part would be between 1-2 weeks out? Really? Later that same night, I washed the dishes, ran the disposal, reached under the sink for more soap and found water and food debris all over! The technician did such a sloppy job that he left the drain line off and everything that went down the sink was now under my sink! It was a mess! I called and complained that night and the next day I received sort of an apology from the tech.....the tech was rather embarrassed. Later that same afternoon, Thursday, 1/9, Samsung called to check on the quality of service I received...so I filled them in on everything to date. They said it was ridiculous that I should have to wait 1-2 weeks for a new drain line and that they would call NWA to tell them to ask for it overnight. Later I called NWA to confirm that had happened, they told me it would not be shipped overnight because they don't work Saturdays, so the part would arrive Monday 1/13. I said I understood and that if the part arrived Monday, then I could expect them out on Tuesday 1/14? Debbie agreed. I received no call on Monday to schedule service, I called NWA around 4 PM and was told Debbie was gone, no way to reach her and the woman I spoke with had no clue how to schedule or if the part had even come in...she could NOT even check!? Instead she told ME to call back Tuesday...I said no, I should not have to call and babysit you, NWA should call me in the morning and tell me what is going on. By 10AM the following day, 1/14, I still had not heard from Debbie so I called. She said the part had not arrived, did not know if it was sent overnight and NEVER agreed to come out on Tuesday as we discussed. She did say when UPS delivered their parts she would check to see if it arrived and call me back….when she called me back, she said the part was not there and was in Portland OR and she did not know when it would arrive. About an hour later I called Samsung to see if there was anything they could do to help. They understood my concerns and have been more than happy to help…apparently the drain line, which should have been ordered to ship overnight on 1/9 is not scheduled to arrive now until late 1/15 – 6 days later! Samsung and I agreed to wait and see if NWA called me by noon on Thursday 1/16 (as Debbie at NWA promised to Samsung). Roughly 15 min after that call to Samsung, Tracy O'Brien, the owner of NWA called me. I was pleased he called and was expecting him to apologize for all of the issues and run around I have had with his staff…instead he insulted me, curse at me and said they were sick on my constant follow up to my service call with him. I quietly listened to him and when I started to reply, he cut me off and said he did not want to hear it….and he said he had just decided he no longer wanted to repair my dishwasher. He continued to berate and belittle me, I asked if I could respond and talk to him, he said no, he didn't want to hear anything I had to say and continued. So I did what any person would do when faced with such rudeness and unprofessionalism…I hung up on him. I have called Samsung back, they are aware of the issues and Samsung is sharing it with their Procurement and the Contracts Administrator. I now have a new company who actually seems very eager to assist me, has called me to schedule my service call sooner than originally scheduled and voluntarily told me they would also call the day before to confirm service and when they are 30 min out. Having spent over 15 years working in the service industry as an Account Manager and Sales for major accounts such as Hilton, Sears and commercial highrise buildings, just to name a few; I can tell you communication is where customer service starts. Yes, technicians and office staff make mistakes and get sloppy, but you NEVER CALL A CUSTOMER TO BELITTLE AND BERATE THEM FOR YOUR COMPANY'S POOR JOB. I realize NWA makes very little money doing warranty work for manufacturers, but they do the work as a way to introduce their company to the end consumer in hopes that sometime down the road when that consumer has a problem that is not covered under warranty, you, the consumer, will call them back. My husband and I will never, ever call NWA for anything. In fact we have already made certain our friends are aware of this company and avoid them. Very foolish business decision NWA....did you forget you live in a very small community? If you want no communication, no follow-up and lousy, sloppy service then NWA is your company. UPDATE ON NORTHWEST APPLIANCE AS OF JANUARY 17, 2014 - Not only is this company rude and has absolutely no follow up or communication skills; but their technicians are incompetent! Turns out my problem was not a "cracked" drain line (which is now shredded courtesy of how their technician shoved it back into the wall)....but it was a bad sensor! Thank goodness a company who knows what they are doing came out....if NWA had continued on the problem would still be going on! Good Riddance Northwest Appliance!