Charlotte Maytag Repair

unknown

My appointment was scheduled from 3-5pm on Wed 12/30/15, and secured with my credit card. They assured me that the repairman would contact me 30 min before arriving. I was home all day and kept my phone close by. At 440pm when I still had not heard from anyone I called to inquire where the repairman was. I was told that my appointment had been cancelled due to the repairman being double-booked. When I asked why I was not notified they claimed to have called me earlier that afternoon and left me a message. I had received no calls from this company nor any voicemails from them, or any message related to this service appt. When I requested the appointment be rescheduled they told me the next available appt was the following Monday, Jan 4th - which was 5 days later despite the fact that the company advertises weekend hours. When I said this was unacceptable they suggested I try another company! Then I asked to speak with a manager and was transferred to customer service. The customer service rep repeated the same information I had already been given and again I asked to speak to a manager. They said they would have a manager call me back. A short while later I received a call from a woman who said she was the manager. When I explained what had happened she insisted that she was the person who called and left me a message about my appt being cancelled. I told her I had had my phone with me all day and received no such call. She gave me the approximate time she called and I remembered receiving a call from a California number around the same time but with no other information left on my voicemail. I asked if she had called from an unidentified California number (650-260-5714) and she said yes. I explained that I had seen the call and that the voicemail left was simply background noise and then a woman's voice saying "I don't know if she can hear me" *click*. Nothing else. I had assumed this was simply a wrong number and never got another call from that number. When I explained the message that had been left (I still have the saved message) and that there was no information left related to me, my appt, or identifiing the caller, the customer service manager just said "well, sorry about that." In my opinion, this was completely unacceptable and unprofessional. She said there was nothing else she could do and that I could call to schedule an appt for Monday, Jan 4th. I suggested that I could schedule an appt for Jan 4th but that the $55 service call fee be waived due to this poor experience. The customer service manager said she couldn't do that and offered no other alternatives. Even after this poor customer service experience, I was willing to give this company a chance to rectify it and still use their services, but after the very unprofessional response from the customer service manager, I chose to go with another company that had high ratings on Angie's List.