Unfortunately, I cannot give Fix a good review because of the customer service experience.
I called Fix on a Monday after my fridge died. During that call, I specifically asked if I could cancel the appointment (scheduled for the next day) because I was also waiting on the manufacturers (Leibherrs) recommended person to get back to me. They said I could call back before 5 pm to cancel without issue. Great!
I did call back just before 4 and got sent to voicemail. I left a detailed message canceling the appointment.
The next day, I get a text from a number asking about parking. The tech did not buzz in, but knocked on my condo door, somewhat surprisingly. I let him, he identifies himself as the tech.
He is working on my fridge, has unscrewed the back panel, etc., when my phone. The company I had arranged to attend is asking about their tech attending shortly.
I actually said wait, who is in my kitchen?! For reference, I am a woman living alone and this was extremely disconcerting to realize the person in my kitchen was NOT the person I had attended.
I ask the tech if he is from (name of preferred company) and he says no. It took another couple of minutes to figure out that he was from Fix Appliance.
I call Fix. They say they have no record of my cancellation call and no h it just be because I didnt speak to anyone directly. I ask if they required me to call back until I reached an actual person? I did offer to send a screenshot of my phone record, which I then did, showing the call.
Fix calls me twice more. First, they tell me there is still no record of my call and their system records everything. I point out my phone record clearly shows a call of a minute in length.
The office manager then calls and starts the call by saying I must have called the wrong number that was obviously what happened. She also indicates that since my fridge got fixed it turned out fine. I am extraordinarily frustrated at this point, and quite upset. We discuss the situation and she recants the position I called the wrong number but just asks me what I want. I indicate since Im a bit upset at the moment and this has now spanned the entirety of my work day, Im happy to email them in response.
I do email them several hours later, indicating I would like my itemized receipt promptly and for them to consider a discount considering I ended up having to cancel my preferred vendor and use their guy, who had already been hip deep in my fridge. I also requested they communicate with me via email because I work 9-5.
No response. This was Tuesday night. I had to follow up again to even get my invoice Thursday.
No other response has occurred since then. Im very frustrated by my entire experience with this company and cannot recommend- I have no faith that if you have an issue, they will be receptive.
I guess since they got paid, theyre hoping that the matter will just slide, which is incredibly disappointing for a company that touts their excellent homestarts rating.
