GENERAL KEYSTONE SERVICE ENTERPRISE

Horrible. I scheduled the appointment with Keystone through Whirlpool two weeks prior to the date. I received no contact rom Keystone prior to the date. I called the company at 9am on the day of the appointment to see when they would be coming by. I was told from 9 – 11. Once 12:30 came and went I called to check in. The representative told me the tech had tried to contact me but couldn’t reach me so they went home for the day… at 12:36p!! I checked my phone and saw the company had called me.. at 7:44 that morning!! I wasn’t home then. Extremely poor way to run a business. How is it acceptable that a tech scheduled for an appointment for 9 – 11 calls a customer at 7:44 in the morning! The company refused to send the tech back to my house on the appointment date even though the work day was still hours from ending. I work for a living and took this whole day to be available but the tech couldn’t be bothered to call me back during my appointment time. Horrible. I can see why they have an F rating. I’m giving them another one.

Do Not use them. Terrible customer service and technicians.

After mischeduling our appointment twice, they finally sent a service person. This "service technician" arrived in a small unmarked sedan. No tools and no parts - just a clipboard. It was evident they had no intent on repairing the problem. Instead of fixing the problem - which is a known manufacturing defect- the "tech" opened and closed the door a few times, emptied the ice and said it would get better I the winter when there is less humidity. No kidding, that's what he said!!! I will be complaining to the manufacturer as well as the retailer that sold us this appliance. Use this "service" company at your own risk.

They called and confirmed on Thursday that they would come today but they never showed up and never called. I spent the whole day waiting. I am livid and would never recommend this very unprofessional business........ I mean really? Not showing up? Not calling? I called them multiple times today and they never answered the phone...

The service was perhaps the worst service I have received from any company for as long as I can recall. We have a service contract with Kitchen Aid. We initially called on July 19 and they sent over someone from General Keystone on July 24. Our dishwasher was leaking from the bottom. When the rep arrived he diagnosed it as a problem with the rubber gaskets on the side of the dishwasher as well as a replacement of another part within the unit. We were thinking he should look under the unit but he insisted it was what he was suggesting. He came back a week later with the parts and, of course, it was still leaking from the bottom. At that point he looked under the bottom face plate and there was indeed a broken hose. So now he not only needed to order the correct part but he also needed to order a new latch because it wouldn't stay closed since he installed the new gasket (which of course he didn't need to do). We appealed to the company to expedite the new parts since we were now without a dishwasher for 3 weeks. We spoke with a woman who scheduled an appointment for a Saturday, August 17. August 17th came and went with no visit. I called on Monday August 19 and was told that they would look into it and call back but no call back so I called again on August 20th at which time I was again told they would check and call back. Later that day my wife called over in desperation and was told that they had no idea who scheduled the appointment because they had no record. By this time we were very frustrated given that we were now more than a month without a dishwasher. They proceeded to schedule an appointment for Saturday August 24th. On that day we received a call from the technician saying that they had ordered the wrong parts and that they would have to re-order the correct parts. We were really unhappy and we let them know it. I called back on Monday to complain to a manager and was told that he wasn't around (by the way, this was the third time I had asked to speak with a manager). I then called Kitchen Aid and asked to have them removed from this call. A manager from Kitchen Aid got on the phone with General Keystone and was told that they didn't want to come back to our house because we "weren't nice to them". Seriously. Kitchen Aid then scheduled A&E Service to come a few days later. The A&E technician said that the original hose that was leaking was about 5 minutes work and was a hose they carry on the truck. The problem is that because the General Keystone guy had replaced the door gasket, we now would now need to replace the entire door frame to get the door to shut. He ordered the parts and we are now scheduled for September 10th. Hopefully that will get it done. If that works we will have been without a dishwasher for a little less than 2 months for something that should have taken one visit to fix.

Poor Service...No followup.

We scheduled a repair for a washing machine. It would not pump out the water. It is under warranty and did not cost me anything for the repair other than 2 days off from work. We scheduled the repair for Tues. 12/19/12. They called my wife on Mon the 17th and said they would be there between 9AM & 12noon on Tues. the 18th. My wife corrected the scheduled repair date back to Wed. the 19th. They called her on Tues the 18th and confirmed the date and gave a response time of WED 12/19/12 between 7 & 10 AM. I waited for them on Wed 12/19/12 till 11:15 AM. Then I called the office to confirm my appointment for that day. The woman in the office confirmed the appointment and the technician had my ticket for the repair. However the technician was delayed at the earlier job. So I waited until 3:22 PM when I recieved a call from their office. The woman explained that the technician did not have my ticket with him and that he was to far away to get to me that day. She then wanted to reschedule my repair for the following morning which I couldn't do. She still wanted to reschedule for Thurs morning at 7 AM. I told her no that it had to be for Friday the 21st at 7 AM because of my job. She relented and rescheduled for Friday the 21st. She never appoligized for the inconvience she put me through. The technician arrived at 8:30 AM on the 21st. He was curtious and seemed to really know the washer. I helped him drain it out and assisted him in moving it and holding it forward for the repair while he worked under it. He completed the job in 45 minutes and left at 9:20 AM. The main problem with this company that I see is the office. They do not carry through on their appointment scheduling nor do they feel they have to appoligize for any trouble they put you through. Because of the warranty on the washer I paid nothing for the repair but it cost me two days from work.

They never showed up.

Awful. My eye is still twitching from the ordeal.