We received a copy of this note today from our customer, T. Crawford. We really appreciate the feedback about his appliance repair and we thank him for spreading the word about Home-Tech ac repair service.
Home-Tech AC Repair and Appliance Repair Testimonial
Ft. Myers, FL 33913
July 8, 2015
Melanie Payne
Consumer Advocate Editor
Ft. Myers News-Press
Dear Mel,
I know that most often you get involved in the dark side of consumer advocacy. Here’s a look at the bright side.
Since I moved to FL over 6 years ago, I have had a home maintenance agreement with Home-Tech. The contract covers AC and appliances. This employee-owned company is top notch. Let me give you two examples.
When we got back from vacation late in May, our refrigerator, a Kitchen Aid French Door model, purchased less than 2 years ago, had failed while we were gone. Imagine the mess. Home-Tech came out immediately that evening. They tried their best to fix it but needed to order parts from Kitchen Aid. Thus began the saga that has continued for six weeks until just yesterday, when finally we have our refrigerator back and functioning. Home-Tech has made no less than eight trips to our home. They have been caught in the middle with Kitchen Aid. Kitchen Aid service techs have insisted on a new part each time Home-Tech has come to work on our refrigerator, rather than just scuttling it as a lemon and providing us with a new one. I have talked to Kitchen Aid’s customer service reps on two occasions in an attempt to gain relief. They told me that if Home-Tech reports to Kitchen Aid’s service techs that the refrigerator does not work, Kitchen Aid will replace it. I tell Home-Tech that. They tell Kitchen Aid it doesn’t work. The Kitchen Aid techs in turn send more parts. They do not replace the refrigerator. Clearly Kitchen Aid’s left hand does not know what the right hand is doing. I think by now every major part of this refrigerator has been replaced.
As the intermediary, Home-Tech has had to play ball. I feel badly that they have been placed in that position, though I would guess they are getting reimbursed by Kitchen Aid for doing warranty work. Even so, they have been nothing but helpful, understanding, and gracious. They even provided us, free of charge, with a loaner refrigerator to get by. Home-Tech’s service, and their customer service, is exemplary. They call ahead with a window of time for their service calls and then call again when they are on the way. Their service reps take the time to explain to you what they are going to do. It is a pleasure, and a comfort, to do business with Home-Tech.
Two takeaways from this tale. Don’t buy Kitchen Aid. Sign up with Home-Tech.
But oh, there’s more reason to love Home-Tech. I know often you write of customers who are taken advantage of by companies, especially when it comes to air conditioning. Well, amidst the entire refrigerator dilemma, our AC stopped working. Home-Tech came out within hours to fix it. Their service tech advised us our unit was getting a little long in the tooth. He arranged for one of Home-Tech’s sales reps to come out to talk to us. He came out. He looked at the tech’s notes and inspected our AC system. And he told us the unit is fine. No hard sell at all. And he could have. We were pretty much resigned to buying a new one. We will eventually. The unit is 10 years old now, which pushes the limits for AC in Florida. And you know now we will buy it from Home-Tech.
Sincerely,
T. Crawford
cc: Home-Tech
