TRINITY APPLIANCE SVC CO

I had no idea where or what parts to order. Called another company and they fixed the oven. Trinity appliance charged me 50.00 to tell me it was broke.

We were referred to this provider by Whirlpool after the ice maker in our refrigerator stopped making ice. (The refrigerator is 9 months old). Whirlpool arranged a service call by Trinity Appliance SVC Co. for the soonest available date which was Friday morning. When my husband spoke to the Whirlpool Rep he informed her he had done all the troubleshooting as described in the owners manual. He told the Rep that in his opinion the problem was either the ice maker or the circuit card. My husband understood that Friday's service call would correct the problem. Two repairmen showed up on Friday morning. The head man, Tom, said the problem was probably the filter, but I explained my husband had recently installed a brand new OEM filter and that a strong stream of water was coming out of the in-door water faucet. He then moved the icemaker bail and nothing happened. His feeling was a brand new ice maker was needed. He said would need to call Whirlpool and find out what needed to be done and if a part was required. He called later that afternoon and reported a part (new ice maker) was needed but it was on backorder and would take 8-10 days to receive. He informed my husband that if we called Whirlpool the response would be quicker. My husband informed him that he had called Whirlpool and the Rep had tried to call the repairman, but was unable to make contact. The Whirlpool rep was going to attempt another try to contact the service provider and let us know the outcome. Trinity was also suppose to call us. Neither Whirlpool nor Trinity Appliance SVC called us as promised. At this point the ice maker has been in operational for 10 days. Trinity Appliance promised to call us back that same day to let us know the part had been ordered to be sent to us. We did not receive that phone call. On Monday I called Trinity Appliance Repair to check on the status and inquire as to why we had not received the second call as he promised. Tom, the owner said he had called and spoken to my husband. Not true! He still claimed the part was being shipped to us, but did not know how long it would take. Additionally, trying to call his cell phone and leave a message was not possible as the recording informed me his VM box was full and could not take anymore messages. When I mentioned this to him he replied "what do you want me to do about that?". I replied that most people clear out their VM so that customers can leave a message if the owner is unavailable. He was rude and unapologetic. I next called Whirlpool and spoke to Holly in TN. She was attentive and helpful. After investigating my concern, she informed me that no part had been ordered AND shipping time would be the same whether it was sent to him or us. She also said the shipping process could have been expedited if he had requested it. We have now been without an ice maker for over 10 days. It is very hot here in East Texas with temperatures in the triple digits. Trinity Appliance SVC was unsympathetic and lacked even the very basic of customer service skills. Tom's attitude was indignant and not concerned with keeping the customer informed or satisfied.