ORSINI'S APPLIANCE

Overall, good service. They give you a 4 hr window... this seems a little much. I would like to see them change their process to give the customer a 2 hr window. I had to have 2 visits, due to the technician having to order parts. The first visit, he showed up 7 minutes before the expiration of the 4 hour window. The second visit, he was 30 minutes earlier than the appointment window. It just seems that even if they confirm a 2 hr window the day prior, when they know what they have on the books, it would be better customer service. The technician was great, very professional and knowledgable. That being said, there are some internal organization issues that the consumer should be aware of. When I went to schedule my first appointment, I was speaking with a gentleman on the phone, he asked me to hold, fine, and then a woman came on the line. I had no idea, thought she had picked up the line in error and I was waiting for the person I was working with. Apparently, she was taking over. But there had been no pass-down of information, she had no idea why I was calling, so I had to go thru the whole thing again. In that phone call she did advise me about their rules for the appointment and required my credit card to schedule the appointment, which I didn't have a problem with. They couldn't get out to my house for over a week, which was ok. However, in that week, I had a sudden death in my family. I called Orsini's more than 24 hrs in advance of my appointment, in compliance with their rules for cancellation, and cancelled the appointment. I was at the airport, literally walking down the jetbridge when the technician called to say he was on his way to my house. I told him no, you're not, I cancelled that appointment. He apologized for the confusion and I thought that was that. I was NOT happy to arrive home to discover that my credit card had been charged for the appointment! I had cancelled the appointment with a male employee. The person who charged my card was a female, yes, I checked. So, it appears that there is an issue with internal communications with the company that the consumer needs to be aware of. I would recommend only working with the woman over the phone, as she is obviously in charge, and information does not necessarily get passed on to her correctly. Yes, my charges were refunded, but it was iritating that it happened at all. I would use the company again as the work done was great, although a bit expensive. But I will be sure that I verify and confirm everything, as communication is not what they are in business for.

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