Premier Appliance Repair

I recently bought a house with a home warranty from 2-10 Home Buyers Warranty, which covered the washing machine. The washing machine would fill with hot water but not cold water. After contacting 2-10 on December 30, 2013, they assigned Premier Appliance to diagnose and repair the problem. Premier Appliance was prompt in calling me to set up an appointment. The closest available date was January 7, 2014. I explained to the scheduler that I had prior appointments for the afternoon and would like a morning appointment. I was told that there was an appointment on January 7 for the morning and that the technician would come between 8:00AM and 12:00PM on Jan 7. On Jan. 6, I received an automated call from Premier Appliance reminding me of my Jan 7 appointment between 2:00PM and 4:00PM. I called Premier and explained my conversation with the first scheduler and that I was not available in the afternoon of Jan 7 but understood that my appointment was set for the morning of Jan 7. The second scheduler then explained that my original appointment was only a request. Since they take calls from several companies, they take the customer's requested date/time but that the request is not finalized until that date's routes are filled in. To prevent technicians having to criss-cross the city, they adjust the customer's request accordingly to accommodate all the other customers' requests. The reason for the automated call the day before is to give customers an opportunity to keep the "rescheduled" date/time or change it. The second scheduler told me she could schedule another request for Jan 13 in the morning and put my name on the "cancellation" list to be called should there be an earlier cancellation. I took the Jan 13 schedule but told the scheduler that their policy of making only "request" schedules puts the customers in the position of not knowing whether they will get their service as requested or not. The next day, 2-10 called to see if I was satisfied with the service provided by Premier and I told them my story of Premier's scheduling policy. 2-10 assigned a new appliance repair provider and I cancelled my Jan 13 "request" appointment with Premier.

They came to the house to provide the repair and he did an excellent job. They performed warranty service work for appliances I had purchased from Best Buy.