KEY APPLIANCE & AIR CONDITIONING

Asked them to repair a stove, the told me she would call me back with an appointment but the repairman just showed up several hours later. The guy took a quick look, told me to replace the stove and handed me a $65 bill. Stove works fine except for the igniters...

Lousy--see above.

NEVER USE THEM SEE ABOVE

I called on Friday to schedule a service call for Monday. They routed me through three people to do this. They called back on Monday morning to confirm the appointment, and verified our address (clearly they had our phone number in order to call). We had people in the house all day, including myself. I called them three hours after the appointment time to ask why they hadn't shown up, and they said they were late but would be there. They never showed up on Monday, and never called back.

Then I called this morning at 10am to ask why they never showed up, and I got a story about how they've often come to a house near me with a similar address so they went there by mistake, and that person actually did need their fridge repaired so they thought they'd gone to the right place and never noticed their error. In my opinion, either that's not true or they can't read an address... and either one is bad. So, they promised to show up today at noon for a second appointment (no apology for yesterday's no-show, I noted). Then they called back at 11am to confirm the appointment at noon.

At 2pm, I gave up and called someone else to perform these repairs tomorrow. But the guy showed up without warning at 3pm, a solid three hours late and without any notice that he'd be late, or that he was on his way, or anything else, and because we urgently needed the fridge repaired I told him to go ahead. He installed the dishwasher, but said there wouldn't be time today to fix the fridge; to which I responded that, if he'd been on time, there would have been plenty of time to fix the fridge. He called the company owner, who basically said he was sorry for yesterday's mistaken visit to the wrong house and for being three hours late today, but that "these things happen." He actually told me that having them repair something is the same as going to the doctor... you can't really expect the doctor to be on time and you should know that you're going to wait for him.

The tech performed the dishwasher install very well and quickly, and cleaned up the work area. The actual work performed was done well. But I don't have a working fridge yet, and thank God I'd made another appointment so someone else can come finish the job properly tomorrow.

In theory, one understands that repair and technical jobs can have unpredictable schedules since something can take longer than expected. But when someone confirms a noon appointment just one hour prior at 11am, I do not expect him to have so many unexpected variables in his workday that he arrives three hours late, and never calls to let me know of the delay. Never calling this company again.

I had great luck with other repair firms in the area. In this case, my tenant called Key Appliance to come over and see what was wrong with the unit. They charged us $85 for the visit which was to be credited back once the new part was installed. For 7 days following the visit, we could not get a follow-up call. My tenant would call and "Genesis" said she would call back...no call. Another person answering the phone said they would call us back...no call. I then intervened because I did not want my tenant to go through the hassle and I was told I would be called "right back" with no call back. Being an out of town landlord, I can't play this game for weeks because I have a tenant that needs a functioning washer/dryer. One simple call back with just a "I am waiting on a price from the vendor" or "this is where we are at" would have worked. I'm not sure if they were just happy to get the $85 for the visit or they were so busy they didn't have time to call us back.

Air conditioner broke last night. I left a message. Serviceman came at 9:30 am. He found burned out compressor. The new machine was brought in the afternoon, and was finished by 4:00 pm. He was very polite and clean.