They took our money, failed to accomplish the repair, consistently lied to us and then totally disregarded us after that.
"¢ May 24, 2011 - The Direct Tech technician, T.J., first came by to assess the problem and, without the benefit of listening to the entire washer cycle, declared that new and expensive shocks were needed. He further stated that these parts should be available and that he would be calling to schedule an appointment for their installation on May 27, 2011. At this time he insisted on receiving half the cost of what was supposed to be an actual repair to fix the problem.
"¢ May 27, 2011 – This came and went with no follow up call, as promised, from the Direct Tech technician, T.J. This was the first indication of the consistently poor customer service that was to follow.
"¢ May 31, 2011 – We called T.J. about the service since he failed to call us. He stated he would be here for this follow up service on June 3, 2011.
"¢ June 3, 2011 – T.J. actually called stating that he could not make the scheduled appointment for that day – reason not given. Apparently, Direct Tech has only this one technician since they consistently failed to even try to send another, more reliable and qualified person to take care of our customer needs.
"¢ June 8, 2011 - The Direct Tech technician, T.J., was supposed to be here for the repair at 9:00 a.m., but did not show up until after 11:00 a.m. and did not call about being late. This was yet another example of the consistently poor customer service that was to follow. An expensive, yet futile, repair was attempted. He did not show the courtesy of placing a cloth or other protective barrier on the surface of the washer while scratching it with tools being placed on and taken off the top of the washer. During this time T.J. received many personal cell phone calls which constantly interrupted what was supposed to be a concentrated effort to assess and repair our concern – the very reason we initially called this company. He did, however, find the time to insist on receiving half the balance of the cost of what was supposed to be an actual repair to fix the problem.
"¢ June 9, 2011 - The washer still made a loud noise and shook violently in exactly the same manner as before. Thus, the washer was not fixed despite his "guessing" at an expensive repair.
"¢ June 10, 2011 - We called 615-882-9996 to schedule a return appointment to get Direct Tech to actually do the job right. We left a message, however, Sherry failed to return our call.
"¢ June 13, 2011 - After another attempt to call to schedule a return appointment Sherry finally returned our call and scheduled T.J. to come that same day between 1:00 p.m. and 3:00 p.m. We were home all day. T.J. of course, did not show up and, of course, did not call. We then called T.J.'s number at 615-414-0975 and left a message inquiring as to his whereabouts and, of course, he did not call us back. Direct Tech lied to us when stating, in writing, that "...the tech was sent out and they were not home on 06-13-2011." Thus, there is no "wasted trip" and there is no charge "to waive". They then go on to compound the lie by further stating that "…they cost our company gas money by missing an appointment." We did not miss an appointment; it was Direct Tech that, once again, failed to show up!
"¢ June 14, 2011 – We once again called T.J. at 615-414-0975 to try to schedule a return appointment. We were home all day. T.J. of course, did not extend the business courtesy of a return call and, of course, did not show up.
"¢ June 15, 2011 – We once again called Sherry at 615-882-9996 to try to schedule a return appointment to actually complete the job. We told her that T.J. did not show up as previously promised and had failed to return our many calls. She scheduled a return appointment for that day between 10:00 a.m. and 12:00 p.m. T.J. finally called and stated he would come by after 12:00 p.m.– late yet again. He actually finally showed up and tinkered with the washer for a while, yet it continued to make the same loud noise and damaging violent shaking that it did before.
Again, he did not show the courtesy of placing a cloth or other protective barrier on the surface of the washer while scratching it with tools being placed on and taken off the top of the washer. Once again, throughout this time T.J. received many personal cell phone calls which constantly interrupted what was supposed to be a concentrated effort to assess and repair our concern – the very reason we initially called this company.
He finally declared that the new shocks did not help and that, in fact, he did not know what was wrong with it. This was on a Wednesday. He stated he would return on Friday, June 17, 2011 and would call on Thursday, June 16, 2011 after scheduling the time for the appointment.
"¢ June 16, 2011, Thursday – There was no call as promised.
"¢ June 17, 2011, Friday – There was no call and he did not show up as promised. How many times does that make?
"¢ June 20, 2011 – We never heard from Sherry, T.J. or anyone at Direct Tech ever again, though they did quickly cash our payment checks to them.
As you can see they took our money, failed to accomplish the repair, consistently lied to us and then totally disregarded us after that. It is beyond insulting that Direct Tech would insinuate that we would "…expect them to work for free." I am completely justified in requesting this refund for a "repair" that was never done and for consistently poor "customer service".
Finally, in the last statement of their anonymous reply, they admit their parts were faulty. What more needs to be said?
Once again, we maintain that we are entitled to a refund of the unnecessary expense and aggravation we have repeatedly suffered due to an incompetent and incomplete attempt at this appliance repair by these two representatives of Direct Tech.
We hope you will agree that it is not in the best interest of the public to allow this type of continued misrepresentation, extremely poor customer service and consumer exploitation to go on without investigation and action to remedy its damaging effects.
We do not know how many others have been similar victims of this company.
"¢ If there are many others, then Direct Tech should not be allowed to continue to do business and to further take advantage of the public in this manner.
"¢ If it is just us, then we have clearly been singled out for this discrimination and abuse.
We have, therefore, turned to the Division of Consumer Affairs of the Department of Commerce for consumer protection.