Appliance Service Center, LLC

2 recommendations and reviews from 2 people

• WhoDoYou Review from December 20, 2016
  1 review

  Dmitriy K. wrote: CUSTOMERS BEWARE. PLEASE TAKE A MOMENT TO READ TO SAVE YOURSELF SOME TIME DEALING WITH THIS COMPANY. This timeline represents my interaction with HSA Home Warranty and Appliance Service Center LLC (ASC) As I have decided to take the time to educate the public in the Des Moines, Iowa area about this company’s best practices and with whom HSA does business as I will advise to HSA to drop its relationship with that company and potential new customers that ASC hopes to have business with. If ASC can’t figure our best practices through their business plan to keep their technicians dispatched within reasonable time and having the appliances fixed in a timely manner, I will help them by decreasing their customer base by educating the public through facts. 11/14/2016 - Request created with HSA for microwave and dishwasher repair. Appliance Service Center LLC (ASC) was notified. 11/16/2016 - Although ASC attempted to contact me within 24 hours, I couldn’t hear anyone on the other end, it could’ve been an issue with my phone too so I reached them on 11/16/2016 to find out why no one called and I was advised they did and they advised me the earliest appointment they can schedule for me was after Thanksgiving on 11/28/2016. - I contacted HSA to see if any other companies would be able to come out earlier and ASC seemed to be the best company. At this time I checked BBB website for complaints and even though they already had a complaint about rudeness of staff and timely response of ordering parts, I wanted to give them a chance to prove that that want customer business and of course it was my first best option through HSA. 11/28/2016 - Tim with ASC came out to look at the dishwasher and the microwave and advised me he will need to order parts for both. I asked him the timeframe, he stated shouldn’t take more than a week but he didn’t have control when the parts will arrive. 12/07/2016 - ASC called and advised the parts are in and now we can schedule an appointment for them to come out for 12/17/2016. I asked if there is anything sooner, he said no, 12/17/2016. Usually when I already established a relationship with the company I become their priority and in this case when the part is in, I would expect someone to come this or the following day, THIS IS NOT THE CASE WITH THIS COMPANY. At this point I am beginning to recognize it is first come first serve and I am thinking maybe I need to schedule 2 or 3 appointments in to the future in case if someone doesn’t work the part is installed but I am not a technician, I trust the company that HSA does business with knows their trait. 12/17/2016 - ASC (Tim) came out with parts and after a couple hours of working on both the dishwasher and the microwave he said he fixed everything and he will keep the dispatch ticket open that if there is anything wrong to call them directly and no the HSA and he left. I didn’t have any dirty plates to check the dishwasher as I already got used to cleaning everything by hand since 11/14/2016. I decided at least check the dishwasher and tried to heat up a glass of cold water. Two minutes late the water was cold. I called Tim right away thinking to myself I can’t let that man leave too far because it will take me another week and a half for the scheduler to schedule him back. Tim answered and stated he tested two glasses himself and everything worked. I told him it’s not working for me so he said he will turn around and come back. He tested the water himself and it didn’t work. I am trying to keep it just to the fact but I could see his frustration as he threw his winter coat on the kitchen counter and went to get his tools again. After taking the microwave down and working on it for about 20-30 more minutes, he put it back and it seemed to be working to this day. I was thinking the dishwasher had to work, otherwise, it would be 2 for 2. Keep reading. 12/19/2016 - We accumulated dished over the weekend and put them in the dishwasher to finally check if it is in working order. It got clogged up again and it didn’t drain leaving the water inside. I contacted ASC right away in the evening after working hours and left a message with my situation thinking they will schedule me the following day which most reasonable companies will. 12/20/2016 - I waited for a couple working hours for ASC to call me back and I didn’t hear from anyone which at this time I already know who I am dealing with and the BBB reviews are beginning to come to life. – - I contacted HSA warranty by chat to advise them of my situation. The agent created a recall dispatch for ASC to come back to see what’s wrong. I advised them it takes at least a week or two weeks for ASC to come out especially now that it’s Christmas. The HSA agent assured me “the company will contact you within 24 hours to schedule an appointment within 48 hours.” I thought she made my day which was only starting. I asked the agent knowing how ASC does business what if they won’t schedule me within 48 hours, she stated “Then you can reach out via chat or through customer service department, however, the company will have to come out as they have to warrant their work.” - ASC agent calls me within the next hour looks like not because of the message I left the previous day but he stated because their received a recall dispatch about the dishwasher. I stated that’s correct and he advised me the earlier appointment that they have for me is 12/30/2016. I advised him, I spoke with HSA and they assured me they have 48 hours to schedule an appointment, he said no they will come back to fix it and it will be free of charge. I advised him I understand it will be free of charge but we are already sitting at one and a half months when everything is fixed which doesn’t guarantee that it will be. He repeated himself again as if I didn’t hear the first time that they earlier appointment they have for me is on 12/30/2016. I advised him I will contact HSA again. He said ok. That’s the last I’ve heard of them. - I contacted HSA customer service. At this time please keep in mind, I am stay at home dad and I have my 9 months old baby girl in my hands at all times as not only I am trying to find someone else to come out but I am also trying to have a working dishwasher to take care of the feeding bottles for the baby some one of our dishes as well. I spoke with HSA agent, he confirmed with ASC that they can’t come out until 12/30/2016. He contacted two more companies and the second company agreed to come out before 12/23/2016. It doesn’t guarantee that the dishwasher will be fixed by 12/23/2016 but at least it cuts the time by another week for someone to start working on it again. - I advised HSA agent they should drop a relationship with ASC because of their practices with HSA. These type of practices to fix and appliance should not occur. Lets continue our hypothetical scenario what if said ok to ASC agent to come out on 12/30/2016. Hypothetical scenario: 12/30/2016 ASC comes out on 12/30/2016 to assess the issue. If it is fixed on the same day, that would be fantastic, it will would take 47 days for them to fix the issue, however, at least we could put an end to this. But what if they need to order another part, it will take another week for a part or might be longer because of New Years, another week and a half to put it in which doesn’t guarantee it will work since I am not questioning the professionalism or competence of this company to fix appliances. That puts us at exactly 01/14/2016 before everything is fixed or three months. Where do we draw a line? If someone is willing to wait that long, it is your choice. With me, having a small baby that Tim is aware of, it is irresponsible to keep us waiting this long to have a working appliance. If only I knew this will occur, I would not go with this company in the first place, however, the reviews are speaking for themselves and I will make sure my situation will not go unnoticed. I advised the HSA agent I will make sure HSA takes necessary steps to drop the relationship with ASC and I will make sure the potential future customers are aware how ASC does its business. I will not allow ASC to push myself around and other customers who patiently wait for their turn and don’t have the time to speak up. The timeframe for the technician should be reduced and if ASC can’t figure out how to do it themselves internally, I will help them with notifying the public externally. If someone takes the time to read this complaint and saves themselves a month a half to have an appliance fixed, I hope they’d appreciate me taking my time as well. If ASC already took so much time for me not being able to cook the food in a microwave and having the dishes wash manually for this long with a small baby, I will make sure the readers and the potentially future customers don’t fall in this trap of their absolutely ridicules timelines to fix appliances, after all they call themselves and appliance company. Facebook one star review has been deleted, I hope this will not be deleted for the public to know what type of service ASC provides.

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• Referral from August 26, 2014
  

  Dana L. asked:

  Des Moines area friends: Any recommendations for an electrician?

  

  Rhonda F. replied:

  Dishwasher repair - Appliance Service Center (515) 282-7789

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