Quality U Expect Appliance Repair

Edit: I appreciate the response, and acknowledge apologetic voicemails received. I called back and left a message. However, please note: Byron was the most helpful person I encountered with QUE. Ricky was pleasant until Skip arrived. It is clear to me, putting your employees on administrative leave won't fix the issue.

"When you complain about their terrible service they will be extremely rude to you. They will make up excuses and act like you are to blame. They have no idea how to treat their customers."

"They will lie and make up any excuse for their bad behavior. Every bad review on here they blame the customer. Same story always the customer's fault. Good companies apologize for mishaps. Not this one. Read the reviews they speak for themselves. This company is flaky and dishonest."

"the technician was rude and short he was going to walk out the door without explaining what was going on"

"Not the first time Home Depot works with poor quality companies."

"Technician walked off job without explanation"

I support busy professionals in their personal lives. I was asked to handle a client's dryer repair through Home Depot. My client first made an appointment with QUE on his own and had to cancel due to work. QUE showed up at the canceled appointment, and were upset that no one was home. I then made a tentative appointment via a phone call with Byron. I explained that I wanted to reserve the time, tentative on my client's schedule. I called QUE back within 15 minutes to reschedule. I had to leave a message canceling the tentative appointment and asking for a call back to reschedule. No one called back. However, QUE showed up at the second cancelled appointment, again upset that no one was home. I scheduled a 3rd appointment with Byron over the phone at a confirmed time. He said someone would come between 8am - 12pm, and that someone would call me at 8am or 8:30am to confirm a 2 hour window within this time frame. He also said someone would call when they were on their way. I specifically asked that they call my number, as I would be the one to be at the house for the repair. My client travels internationally and would not be available. I was assured several times that they would call my cell. 8:45am arrived and no one had called, so I called them. Byron assured me that someone would call me to let me know the 2 hour window, and they would call me again when they were on their way. I again asked that they call my number, and not my clients. At 9:30am, I received a call from Skip and Ricky saying they were at the house and no one was home.

Skip yelled over the phone that this was the 4th time they'd been out and no one was there, and reprimanded me "if you're going to make an appointment for 8am - 12pm, you better BE here during that time!" I explained we had tried diligently to communicate with them, had left multiple voicemails about previous appointments, and had spoken to Byron 45 minutes prior. Skip continued to yell. I said I could be there in 20 minutes. They refused to wait. I was flabbergasted at this point, and argued with them. They finally said they would come back between 11am - 12pm.

Ricky came in to fix the dryer, Skip wasn't present. Ricky replaced the dryer drum, but it was still making a whirring noise. He said he would replace the motor, and asked some questions about the dryer. I texted my client, who got back to me right away, and went to give Ricky answers. He and Skip were headed out the door, leaving without explanation. They finally explained that they had installed the drum incorrectly, causing the continued noise. They fixed the issue, but weren't going to tell me. Skip was very short, talked over me, and seemed to be trying to get away quickly. Ricky seemed sheepish once Skip was present.

They should change their name to garbage U expect. After four visits over three weeks they left our fridge more broken then when they started, now it leaks too. They do not have the training or licensing to make repairs and even told me that's why they couldn't repair my fridge.

Save yourself some time and chose somewhere with proper training and experience to repair your appliances. There was nothing quality about my experience with these kids.

This company was sent out by my Home Warranty and I was extremely disappointed with their customer service. Mike showed up and when I requested that he put on a mask and shoe booties, because I have an 11 day old newborn, he rudely responded with “I am vaccinated.” I understand the mask mandated was lifted and my entire household is also vaccinated but when your customer requests this to keep a newborn safe from all things, not just Covid, it should be an easy comply. Everyone in the house, except my kids, were wearing masks. When he opened the fan to install he noticed it was “missing” a piece and stated that he could not pick up a new piece and be back today and could not give an estimated date when he would return despite stating that there were companies nearby that had the part in stock. After having a different company come out and replace the fan, the part was not missing but had an adapter piece that had to be installed to be compatible, Mike did not take the time to realize this and could have had the part installed right then. He tried to collect the money upon leaving although he had not completed the job. When I called the office to discuss my concerns the manager did nothing but make excuses for the poor customer service of his employee and offered no additional help on when my oven would be fixed. I had to contact my Home Warranty and request a different company that would come out days later, which was inconvenient for my family to wait but a better choice then having this disrespectful and rude company in my home again.