I wish I could leave a better review for Sooner, but I wanted to share my service experience with them. We originally reached out to another place, but they were busy and recommended Sooner. We had Sooner come out and look at our refrigerator, which had quit working altogether a day or two before. They quickly identified the problem and said they'd be ordering a part for it, which is heavily back-ordered. We decided on expedited shipping and was advised it'd be received in 4-5 days. 5 days came and went and I hadn't heard anything from them, so I had to call them to get a status update. I left a message for the tech and didn't get a call back, so I had to call the main line and left a message with them. I then got a call back from the tech advising they haven't received an update yet, but they'd call me back at the end of the week to let me know where things stand. The end of the week came and went and I didn't receive any updates, so I had to call back both numbers again only to get a screenshot of the order status in return. A call would have sufficed, but what was interesting about the screenshot was that it showed the part wasn't ordered until DAYS after they initially came out. Fine, whatever, as long as the part comes in. The part comes in couple weeks after it was first ordered and was quickly installed, no problem there. Fast-forward two weeks and my refrigerator is acting the same as when it was going out the first time, so I contacted the tech again to see what my options are. After leaving a message they texted back and we set up a time two days later where he could come out. That day comes and they call hours before saying they may not make it and are trying to find another tech to cover. No problem. I say I'm out at a certain time but they can come later if they want. They understood and said they'd try to get someone out still. My original time comes and goes without hearing from them. At the time I'm scheduled to be out I get another text saying they couldn't get out to my place, which is obvious at this point. I then canceled the service call because of a few different reasons, mostly based on the fact I'm not satisfied with the service and didn't want to be strung along any longer.
Here's why Sooner gets a low rating:
1. I am myself in a service industry, so the fact that I had to be the one to initiate getting updates isn't satisfactory, especially when it's a major appliance like a refrigerator is out of commission. This didn't happen just once - it was every time. Whenever I was told I'd get an update at a certain time, I never got it and had to follow up a day or two later to ensure I got it.
2. The reason the tech wasn't available to come out this last time was something that was certainly known in advance and should have been taken care of there internally to ensure the service call was covered. I'll save the tech the embarrassment of the excuse, but just know that it was something that is certainly able to be planned around.
3. Seeing that the part was ordered days after they initially came out, it leaves a bad taste in my mouth that it took that long. Whether that actually affected how long it took to receive the part isn't relevant (because it probably didn't), but the fact it took that long to actually order the part makes me wonder about overall effort.
Sooner receives 2 stars instead of just 1 because the technician was actually a nice guy. He was nice in person and was quick with identifying the problem and installing the board when it came time for the repair. However, the rating is still low because of the level of service and the excuses. read more
