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total appliance
total appliance total appliance repair, Breach of contract, insufficient restitution, lies, incompetent technicians. Hallandale, Florida
30th of Mar, 2011 by User807576
On Saturday morning, February 26, a total appliance technician arrived to repair our broken refrigerator. Derrick, the technician, stated that the compressor was bad and that he did not have a replacement, having used up his stock earlier in the week. He called his office and explained to them that the fridge and freezer were totally full and this would be a large loss. The rep on the phone stated that a technician would arrive on Monday with the part and there was nothing more they could do. No loaner was offered, as stated in the contract. When I asked about it, the rep stated that someone would call me back. No one called. No one showed up or called Monday, February 28th. I called numerous times throughout the day and was repeatedly told that a technician was on the way. Finally at 6:00PM they stated that no one would come that day. No explanation was given as to why. Again, no loaner was offered. A technician arrived at 5:00PM on Tuesday, March 1st. He stated that they had sent him without any parts. He stated he was only there to investigate. He looked at the fridge and said he could do nothing. I called his office while he was there. They stated he did, in fact, have the part. At this point, the technicians story changed, having realized his lie was caught. He stated that it was 5:00PM, the part takes 4 hours to replace and that he did not want to work late. The office stated that he would return the following day. Later that evening, around 8:30PM, total appliance called me to finally offer a loaner refrigerator. At that point, all of our food had spoiled and was thrown away. When I explained this to the rep, she stated OK. I will note that you are refusing the loaner. I stated that I would not have refused it had it been offered on Saturday when there was plenty of time to salvage our food. The fridge was not repaired until Wednesday, March 2nd. It took total appliance 4 days to repair it, during which no timely offer of a loaner was made. I spoke to Alicia, one of their managers. She refused to give her last name, telephone extension, direct line or email address. I could only reach her by dialing the general number and asking for her of via fax. She stated that I needed to file a claim for my loss. I did as requested, filing an itemized claim for $800 and was sent a check for $100. This is a tremendous difference. Alicia will not take my calls and total appliance will not even discuss this matter. According to their reps, there are no managers, adjusters or anyone at all within their entire organization that I can speak to regarding this. They consider the matter closed with no room for argument. Total appliances contract states that they will make every effort to repair a broken refrigerator immediately or offer a loaner if they are unable to. If not, their contract states, they will reimburse up to $100 for a claim. I do not believe any effort was taken to fix our broken fridge and a loaner was not offered until 3 days later. Thus, their stated maximum reimbursement amount is not valid. I would have lost less money hiring my own technician to replace the part. Total appliance has totally failed in their procedures, personnel, guarantees and promises. I have taken off too much time from work, lost too much money restocking our fridge and have gone through too much aggravation to simply accept this. I demand the full amount of my claim and will GLADLY start a small claims court process to obtain that and much more.

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