It is truly disheartening when a company utilizes inappropriate customer service practices and then…read morethe Owner will get online and tell false truths to cover up their unprofessional actions. If you take a look at this companies reviews, most of the derogatory reviews relate to communication and scheduling which was our issue this morning.
First, Richard D. You placed a response to my husband's review in Yelp (I will drop this review there as well) stating that I spoke with your company the day before (8/3/26) and confirmed that we would be home all day (8/4/26). Not true and not possible since if I have been out of the country for over a week until last night. By the way this is the wife and I can prove that.
Second, on the morning of 8/4/26 at 9:42am, your technician, Michael reached out and stated that he would arrive between 10:45am and 11:45am. Initially, I didn't counter because in my mind, I am thinking "I thought we had an appointment at 10am" but I was not sure because again, I had just arrived back in the country late last night and was not aware of the details related to the appointment. Furthermore, my husband made the appointment online and never spoke to any live representative until this morning (8/4 Michael) - therefore, you include another false truth in your reply to my husband's review. To continue, I walked down my hall, conversed with my husband, and he indicated the we do have an appointment at 10am. He also confirmed that our appointment with your company is scheduled for 12pm to 5pm - he shared the email with me. See attached below. At 9:42am (2 minutes later), I called Michael back and said his new time would not work because of our appointment and because our confirmed window is between 12pm and 5pm.
As soon as I shared this information with Michael, his tone changed and he cut me off indicating that (1) their company does not send out emails, (2) the new time is the only time he has available because he is headed West after our appointment, and (3) if I don't like the new time I can just call the number and reschedule. My husband overheard him speaking to me in this manner and took the phone to (1) bring him back down to a professional tone, but more importantly, (2) make him aware that he scheduled the appointment at a time that would work for our schedule today due to prior commitments.
Unfortunately, Michael's tone remained escalated and he cut my husband off as well. I took the phone from husband and requested a manager call me back. The reason being, it makes absolutely no sense to go back and forth with an irate, unprofessional and disrespectful tech.
At that point, I am hoping there is still a level of professionalism that exist within this company. I called the number on the email and spoke with the office manager, Sarah. Unfortunately, I received the same type of response from Sarah. I, then, understood why Michael responded in the manner in which he did. Additionally, judging from Richard's response, I now fully understand why both employees felt comfortable communicating with the customer in the manner in which they did.
Richard (Owner), you work and service customers. We are customers. You escalate a situation when you go online and tell false truths about customers instead of holding your employees accountable for their actions. You indicated that there were personal insults stated. What insults were stated and how is that possible if we do not know you personally? You also indicated that threats were made and your employees experienced yelling? Please elaborate as to what threats were made? As I mentioned at the outset of this message, it is disheartening that you would write such false truths about CUSTOMERs in an attempt to cover up unprofessional actions. However, in this day and age, it is very easy to prove when people make false accusations about other people to cover up unprofessionalism.
Why not attempt to deescalate the situation? Why not get online and apologize for Sara and Michael's actions? Why not simply do better? After all, and once again, you work in customer service, servicing customers.
Finally, if your company is experiencing scheduling challenges related to your partnership with Maytag, those concerns should be addressed directly with Maytag. Please do not tell customers that your company does not send appointment emails or that they should disregard the timeframe provided in those emails. Those are internal process issues between your company and Maytag and should not be passed on to the customer. If the current process is creating recurring problems, it may be worth discussing or renegotiating those expectations with Maytag. In the meantime, customers should not bear the burden of those internal challenges.
In closing, I hope this company implements policies that promote high-quality customer service and, most importantly, a commitment to HONEST, transparent communication with its customers.
