Paul's Appliance Repair

March 9, 2013, Paul's Appliance Service came to my house (scheduled by Lowes Warranty Service as part of my Protection Plan) and said I needed a new water valve. They ordered it, and had it shipped to my house. I called them, and they came back on March 12, 2013 and installed the water valve. He said if that didn't work, they'd order a new ice making unit, and that I should let them know. It took a few days, but finally the refrigerator began making ice, but after a few more days, it started the same leaking problem and stopped making ice. I called Paul's on March 28, 2013 and left a message (I couldn't get a live person), letting them know that the water valve had not been a fix and that the refrigerator was still not working properly. I never heard back from them. On May 7, 2013, I again called Paul's Appliance Service, but I could never get a live person. I left a message but they didn't listen to it and instead called me back after looking at their caller ID, I guess. The girl who called back was very curt and short with me from the time I answered the phone. As I tried to explain that we had been waiting for two months for them to complete the repair work on the Fridgidaire Gallery refrigerator we purchased from Lowes (College Station, TX), the receptionist interrupted me and very curtly said, "Well, I can't control how fast part come in." When I asked if two months was a standard lead time, she said, "Sometimes it is." When I tried to say something else, she again interrupted me and put me on hold. When she came back on, I tried to ask a question, but before I could even complete a sentence, she started taking over me, saying, "I don't need to hear anything else...you already said your piece and you don't need to complain anymore." I was taken aback at the harshness and said, "Now hold on a minute." She started taking over me again and I kept repeating "Please don't talk over me, please don't talk over me..." I heard her hold the phone away from her ear and tell someone, "He's yelling at me." Another lady picked up the phone and immediately began yelling at me! "Sir, you cannot yell at us. You can someone else if you want to, but we do not have to listen to this!" She slammed the phone down without me ever saying a word to her (the second woman). I immediately called back and got their voicemail again and left a very firm message, leaving my cell phone number and asking the owner to call me. No one ever called me back. I called Lowes and they filed a complaint and scheduled another company to come out and repair my refrigerator. Paul's came to our house on March 7, 2013, came back to install a water valve on March 12th, and pledged to order the part when I followed up on March 15th. We waited and waited and ever heard back until I called on May 7th and was treated so inappropriately. Today is May 13, 2013, and I've never heard back from Paul's. Lowes has since sent out another company to fix my refrigerator. I filed a complaint with the local office of the Better Business Bureau and noticed that Paul's wife, Ellen, is the office manager, presumably the woman who hung up on me. I also noticed that there have been five other complaints against Paul's filed with the BBB in the past three years, most of them service-related. I requested a written apology, but have never heard back from either the BBB or from Paul's.

No Good See Problem Above

Paul's Appliance Repair was assigned to repair our washing machine by our home warranty company. Paul came out and spent less than five minutes looking at it. He ordered a part and when it came in, he discovered that there was more than one thing wrong with it. So he had to order another part. When he came back to install the second part, he broke something else. Then we had to wait around for the third part to finally arrive. He consistently showed up late and rarely returned phone calls. He attempted to walk in my house without knocking and even left my gate open and my dog ran off. When he was done, he would leave without cleaning up after himself or letting me know he was done. When I attempted to speak with him about arriving so late without a courtesy call, he cussed me and stormed off.