- Report: #544409
Complaint Review: R&R Electronics - Apache Junction Arizona
Reported By:
Lisa -
Buckeye, Arizona, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
R&R Electronics
10710 East Apache Trail Apache Junction, 85120 Arizona, United States of America
Phone:
Web:
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R&R Electronics, Apache Junction, AZ What a JOKE!!! And no such thing as the TRUTH! DO NOT USE Apache Junction, Arizona
11/1/2009 Television broke
Called LG, and they provided us the name of R&R Electronics in Apache Junction, AZ
R&R was to come out to my home 11/13/2009, no show, no call. In reviewing some of the other complaints, this seems to be a regular practice and then the excuses started.
11/12/2009 SService provider promised to pick TV up 11/13, no show no call.
They had excuse, came to pick up 11/16/2009,
No word since 11/16,
Called 12/1/2009 Not even looked at yet, service provider said you are not the only one who needs assistance. Asked to speak with owner Dottie, never called back.
Called 12/2 left another message for dottie, never called back.
Called 12/3, called Dottie still no return call.
Called 12/4 she finally picked up.
Told me that work was authorized by LG Friday after Thanksgiving. Expect parts in 12/7 I should have TV by Saturday 12/12
On 12/12/2009 Store closed. Lied to again.
Called Dottie again 12/14, Rosie said Dottie did not lie about Saturday. Dottie not in yet, left name and number for her to call.
Parts on back order.
No call back from Dottie.
reported them to the better business bureau, Surprise, surprise, they are NOT a men=mber of the BBB. That's because only reputable company's belong.....
Dear BBB:
My apologies for the piece of trash you received from Mr. Earl Rolph, owner of R&R Electronics.
First and foremost, I have never even heard of Mr. Rolph, never mind having spoken to him. The reason for the insistence in speaking with Dottie is that when we first spoke on November 13, 2009, she indicated that she was the owner Hence I asked for her.
Second: As previously indicated, R&R picked up my television after a no show, no call, on 11/16/2009 to pick up my television. R&R representative told me my set would be back in 2 WEEKS!!! I never spoke with anyone at R&R until 12/1/2009, when my set should have been ready, again per their representative. I made calls 12/1, 2 & 3 with no response from ANYONE at R&R. I finally was able to speak with Dottie on 12/4/20009, at which time she indicated that the warranty dept for LG just approved the parts 11/27/2009. She went further to advised they they expected the parts by 12/10/2009, they would fix the set and let it run for a day to make sure it was working and that I would have my TV on Saturday, December 12/12/2009. These were Dotties exact words. I called again 12/14/2009 to get the status of my TV set and was told by Rosie that Dottie was out sick and that the parts to my set were back ordered. Although Mr. Rolph claims in his fabrication that they call customers to advise of back ordered parts and so on, I have no received one single word from R&R until I called on 12/14/2009. They have had my TV set one month.
LG has been notified of this companys poor performance and fabrications as well. They have indicated they will be removed from their recommendations.
I have kept meticulous records and have documented everything. I would like to see proof from R&R that they have called me to advise me of the difficulties they are having with the parts.
All I have ever asked for from this company is that they keep me informed of the progress. Dont give dates and times and then never follow through.
I am unsure of the business practices this company uses and quite honestly, I have concerns about my TV set even being there. It is either incompetence or deliberate. Scary!
The first call I ever received, after 7 weeks was the call back when I requested my unfixed set be returned to me. They were more than happy to oblige... They did nothing but waste everyone's time. unsure how they remain in business.
Lisa
2 Updates & Rebuttals
Flynrider
Phoeix,Arizona,
U.S.A.
Which begs the question...
#2Consumer Comment
Fri, January 29, 2010
If this lengthy process you outlined is well known and standard practice, why in the world would the customer be told it would take 2 weeks?
scaphism
crestview,Florida,
United States of America
be more patient
#3General Comment
Fri, January 29, 2010
I work with a company that also sends work to R&R I have had complaints like this come accross my desk that i take very seriously. You however sound like most of my cases that i dismiss. I can not speak for this particular case but you may want to keep an open mind while reading this complaint.
What these people dont realize is that this company had 2 people working in its office at this time. they have well over 100 cases to keep up with. so yes you may not get a call back the same day or even the next day but they do call you back.
also in this lg didnt authorize them to order parts untill 12 14 so any complaint about the svc being slow up to this point is on lg not the repair company.
the bbb is a usless organization and if you choose to be part of it any ahole customer that doesnt like thier service even if it was good can call in and get you put lower on thier even more usless list. bbb is a private company that DOES NOTHING you obviously didnt check with them before your repair people only go there once somthings gone wrong which makes you a very psudointelectual customer. the so called no call no show at the begining. did you ever try to contact them before this you do realize they dont work for lg they are considered a third party service center they probably didnt even have the authorization to do the diagnostic call from lg at that point and no company should do a job without getting paid.
tl;dr you didnt research or even call the company before your service. if you had you would have realized that they didnt even have the authorization at that point. you formed an oppinion of the company as soon as the "ncns" happend which wasnt even thier fault.
the problem with complaints like yours is that this is all that would stick in someones mind there is not compliment website out there that anyone would read. This service center did nothing wrong but not bend over backwords for an irate customer that was sticking blame in all the wrong places.
here is how a repair works
first you call a company they send a REQUEST for service to a third party sometimes they lie and say its an appointment but it isnt.
second they either accept or deny the call if they are to accept the call they need to discuss with the company sending the service REQUEST the price of labor and or the trip fee for driving out there.
after that they pick up your tv because shop pulling is a much better way to do a repair.
third they have to get MORE money from the original company to order parts. when they finaly get this they have to order the parts. if the parts are on back order and a customer calls in every 2 days it gets old really quick as they cant do anything about it.
then they get the parts and fix or attempt to fix the tv if that part doesnt fix it they have to get more money for more parts.
thats the process and if you look through your repair it looks like everything falls inside of thier. maybe you need to learn some patients.
