Vertex Appliance Repairs Alexandria

I had the worst customer experience I’ve ever had with this company. I should have known when, without any communication, the technician was late for the first appointment. I have an LG oven that was not turning on. When the technician finally did show up, it was the end of the day, and he seemed like he just wanted to go home. He said he knew the problem but couldn’t find the serial or model number, but he’d “figure it out” and left. After a week with nothing from this company, we finally got someone to text back. My wife quickly found the serial number on the back, and we supplied the model number so they could order the part. I took another day off work only to have the technician not show up. For the third appointment, I confirmed with the office that the part would be in for our 3-5 pm appointment window. So, I took the afternoon off of work again. At 3 pm, I was told the part wasn’t in yet, too late as I was already home, burning more vacation time. We scheduled ANOTHER appointment for Sunday at noon. Again, there was no call and no-show from the technician. VERTEX Home Services LLC even sent me a screenshot at 1:35 pm showing that the technician had “just woken up.” I thought it was unprofessional to send me internal company texts showing their technician didn’t even wake up until 1:35 pm, an hour and 15 minutes after our appointment. When the technician did show up, he was late every time. Whoever responds to their text is highly unprofessional, sending “thumbs up” to customer questions rather than actual answers, leaving the customer unclear if they mean, “ok, I read your message,” or that they are confirming a question asked. Three days taken off from work, three weeks of frustration, and an oven that still doesn’t work. Avoid this company at all costs. It is not professionally run, not responsive to customer questions, late for every appointment, and ultimately, it couldn’t do the job.

Inadequate diagnosis of problems and greatly inflated estimate to repair. Techs did not throughly diagnosis either problem. Vertex has refunded my fee.