Dial One Mcconnell Appliance Service

Terrible experience. It took McConnell an entire month to repair our Sub Zero refrigerator's defective thermostat. The refrigerator was running but was cutting off intermittently when we called McConnell in early June. A technician came out on June 6 and diagnosed the problem as being the cold regulator, also referred to as the thermostat. The company lied to us about the part having been ordered and in the process of being shipped for the next three weeks during which period we had repeated incidents of the thermostat cutting off and food spoiling. When we finally confronted the company about the impossibility of their explanation, they acknowledged that their supplier did not have the part in stock, that it had been back ordered and that they did not know when the part would come in (information that they knew early on, but did not share with us).  We ordered the part from another supplier ourselves. (This demonstrates the part was available and that McConnell did try to get the part we needed beyond calling their supplier in early June and learning it was on back order. On Friday July 1,  McConnell’s technician came and installed the part we purchased. The refrigerator was running when he came, but it was not running when he left, but he said not to worry, it would take 24 hours to be fully functional. It never ran after that. We called Saturday July 2 and left an S.O. S. message on McConnell's answering machine. A technician did not come until Wednesday, July 6. It took him 5 minutes to get the refrigerator running. The fan wires had not been properly attached after the thermostat was installed. McConnell exhibited a callous disregard to our distress over having a nonfunctioning refrigerator. We have never had an experience with a repair company that left us as angry and frustrated.

I was originally pleased with my experience with Dial One McConnell.  The tech came and replaced the part that the washing machine error code told us needed to be replaced.  The tech left and the washer was draining correctly, so the issue we called for service was fixed quickly and for a reasonable price.  The problem with this service provider started a couple days later.  The day the problem was found was a heavy laundry day in my house so the washer was running non-stop.  I didn?t notice water in the seams of our hardwood floors until that evening when my husband saw the boards beginning to raise and separate.  We stopped running the washer at that point.  Later that night I was in the basement and realized the water that was leaking from my washer had run into my basement, soaking the carpet and damaging the drywall and paint in the rooms directly below the laundry closet.  At the top of the wall the paint was bubbled and there were raised water marks running down the wall. 

I called Dial One the next morning and let them know that the washer appeared to be leaking water, causing damage to my hardwood floors and basement.  The same tech that fixed the washer came to check it out later that afternoon.  He inspected and found that there was a small hole in the drain hose that runs from the tub to the pump.  My husband asked how Dial One would be taking care of the damage to our home, the tech advised it?s not Dial One?s problem to fix, at which point heated words were said and the tech left the house.  I called the office to schedule for the hose to be replaced and briefly discussed the interaction with my husband and the tech, but the response I received was that the tech said the damage was not caused by him, and that was pretty much that.  After fuming about it over the weekend, my husband and I decided to replace the hose ourselves. I called to let the office know we would not need their services.  There was no mention of discussing the damage at that time, and still not to this day.   My credit card was charged a few days later for the drain pump repair service ? there was no attempt to discuss our issue or attempt to resolve.  I was disappointed in that because I know they have resolved other customer concerns in the past so I had hoped they would reach out.  This is the reason I have waited so long to submit this review.  They have not been back nor will they be back to do any repairs for us.    

We are in the process of getting estimates to repair the damage to our home but do not intend to take action against Dial One because we cannot prove the fault of this leak was theirs, even though we believe they are most likely responsible for the leak that led to the damage. 

Our reasons for this conclusion: 

1 ? There was not a leak before the pump was replaced, we use our washer almost every day and would have definitely noticed the amount of water leaking from the washer prior to the drain pump malfunctioning.  Heavy laundry days in my home are not uncommon.  I know when issues arise, they sometimes arise suddenly and without warning, but this was too much of a coincidence for us to assume this is just unfortunate timing. 

2 - The tech spent no more than 20 minutes in my house replacing the pump.  He started the washer and once the drain cycle kicked on he left, which I believe was the ?test? that is noted on my invoice.  He seemed to be in a hurry.  His elementary-aged son was with him that day (which was fine with me at the time) so that paired with hurrying makes me think that impacted the level of quality in his work.  If he accidentally punctured the hose he might not have noticed at that time. 

They came out and knew exactly what to do and took care of it. Very prompt and professional. I will only use them in the future and will recommend them to everyone I know who is in need of a good appliance repair company. I can see why they have an and quot;Aand quot; rating on Angie's list.