A-1 APPLIANCE SVC

"We regret to hear that our service did not meet the customer's expectations, but we feel we must respond to this negative review. After receiving the initial call from the customer, we sent a serviceman out within 2 hours to diagnose the problem with the washing machine. We arrived to find a laundry room with boxes stacked 3-deep and approximately 5-feet high on both sides, up to and touching the front of the washing machine. The only clear path in the room was straight in and up to the dryer. In an effort to balance our priorities of customer satisfaction and the safety of our servicemen, we will always advise the customer during the initial visit if we cannot adequately access an appliance to perform a repair. We advised the customer as such, and she agreed to create more adequate access to the washer so we could return to fix the machine. We ordered the parts from St. Louis Mo. and returned the following week Although access was still very limited, we were able to move the machine out just enough to repair it. The serviceman had to ring out the entire load of soiled laundry by hand and (as he told the customer) he placed the clothes in plastic garbage bags so the customer could rewash them at her convenience. He then proceeded to vacuum about 15-20 gallons of dirty water out of the machine and transport it gallon-by-gallon to a sink elsewhere in the home, as the laundry room did not have a sink. The serviceman requested towels for any spillover when removing the washer pump, and the customer supplied him with a bath towel and a hand towel. After replacing the pump and the belt, the serviceman refilled the machine, checked the operation, and drained it. Once he received payment from the customer, our serviceman marked the customer's original receipt as PAID. We would be happy to furnish a copy of this invoice to the customer upon request. Before leaving, as is our policy, we asked the customer to give us a call if there are any problems or questions. This is the first we are hearing of any dissatisfaction with our work. We apologize if there was something missed in this case. We did try to go out of our way in a difficult work environment to assist the customer as quickly and safely as possible. We encourage any customer who isn't 100% satisfied with our service to give us a call, and we look forward to continuing to serve our Sussex County neighbors in our 21st year of business."