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Review 7/27/2011
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I opened a claim with my Warranty company to fix the washing machine on 6/28/2011. They hired Accord to test and fix the appliance. Since then (7/27) I had to deal with rude customer service, delay in ordered parts delivery, missed appointments on their part, silence due to not contacting me and no updates on this order status. This is the worst and unprofessional service ever. I have no idea how they stay in business. They scheduled repair time window for today 11 am to 3 pm and did not show up until 2 hours after scheduled time. They didn't bother to call me and let me know.
Adding notes on 8/1:
If there was a rating of 0 stars, that's what you would get from me. I did laundry this weekend and the washing machine even though it seemed like it was fixed on Wednesday 7/27, it is not and it has the same problem. I had to re-open the claim with my home warranty company!
Here are the problems that occur with your company:
(1) Poor customer service - rude and not very informative people on the phone; no follow up on the status, no calls at all; I had to ask my insurance company several times to check with Accord on the status of my work order.
(2) Poor ordering system - the back of your receipt states "Generally, parts orders take between 2 and 5 business days. We will contact you to inform you of any significant delay in parts." My response: it took you over 4 weeks to order parts, which were sent to wrong address per your customer service rep. I had to check on the status constantly because nobody bothered to call me!
(3) Scheduling issues - your receipt states "We will schedule a return appointment to install parts once we either receive the parts, or receive a shipping confirmation from our supplier." My response: I had to check on the parts delivery constantly personally and through my insurance, because nobody from Accord bothered to call. Accord lied that the parts would be delivered by certain date but they never were and nobody would follow up on your part. Once the parts arrived which was confirmed upon my insurer's demand, the technician showed up after scheduled window. When I called the Warranty company to check if someone would show up (close to end of the appointment window), the insurer contacted Accord and they told them that technician's car broke down and the appointment would have to be rescheduled. It turns out that was lying again. The technician told us a different story, that he was an independent contractor hired by Accord Appliance, overwhelmed with over 25 fix order per day. By the way, on his way out he did not leave any documentation what was fixed and the washer is still broken, which I found out when trying to do laundry the following weekend!
I have absolutely no faith in Accord Appliance competence and professionalism. If you have any questions you can track this work order 602654005 and call my insurer or me.
Notes added 8/19
A different company fixed the washing machine. The shacks that were supposed to be replaced by Accord Appliance, weren't even touched by AA. The new contractor took out old springs (one of them significantly bent) and replaced them with brand new (took them only 3 days to order parts and come back to my house). Simple fix, right? Apparently not to Accord Appliance. Finally after 2 months my nightmare is over...
STAY AWAY FROM ACCORD APPLIANCE!
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Business's response - by Accord Applianceon 7/28/2011
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Hello M F.,
My name is Charles with Accord Appliance. I am the office manager and I would like to begin with an apology for the inconvenience you experienced with the appointment time and service thus far. It has been my focus to try and rehabilitate the image and opinion of our services and it is best to try and obtain this by communicating with you, the customer.
I see that you had written the technician did make it out to your home. Was the appliance repaired? Did technician state further parts were needed?
As for the customer service you received, was this pertaining to the technician's customer service while out to the home? Is your opinion on our customer service based on the personnel you spoke with when you called into our office?
I look forward to your response and it is my goal that with your assistance Accord Appliance can not only improve the services provided but we can change your opinion of the service you receive when working with Accord Appliance.
Charles Hifo
Office Manager
Accord Appliance
(951)308-6686
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