Family First Appliance Repair, LLC

"I do apologize for your service experience thus far, I am aware of this situation since the phone call you made to the VP of the company and then another follow up call that you made as well. Our technician serviced and cleaned your dryer vent on Sat 10/13, the technician ran a special brush head on our flex roods that is specifically made for dryer vent cleaning so that is the "correct" tool that we use for vent cleanings. While our tech was there your husband was there with him throughout the entire job and not once were any of these concerns brought to his attention, usually if there is a problem customer's will voice their complaint right there before the tech leaves the home. Now the tech did state that the vent was difficult to re-position and attach but was on and working when he tested it in front of your husband, that's not saying it may have popped off while you were using the unit. The phone conversation that you had with our VP you explained this and immediately we offered to come out that day to re-attach the hose and clean any mess that the vent may have made, you stated no that your husband cleaned it up, you then said the tech left a mess outside and in the laundry room and you have pictures, we asked if you could send those to us and you did not produce them, we then offered a 50.00 return since the cleaning was not to your satisfaction but yet again you declined. There were 2 standard resolutions offered to you and you simply declined them, if we did not do the job to your liking we honor our work and try to accommodate customers in any way we can. Our work is also warrantied for 60days as well. Please let me know if any of these resolutions you have declined will work for you, I do apologize but we will not refund the entire amount you asked for back because we did produce a service for you to our company standards and which your husband agreed it was satisfactory when our tech left. Please reach out to us at any time so we can resolve your complaint with an agreeable solution for both parties. Thank you"

"I do apologize for the experience you are having, I can assure you that no one in this company would say that and if they did I will hold them accountable to the highest discipline action I can per company policy. The initial visit the technician could not verify any code on your dryer so he did a master rest on it anyway and explained if it happens again how to reset it, but what he did find was a blown bearing in your roller wheel and explained that to you before you accepted the estimate. On the second visit the error code was present and he could properly diagnosis it as the thermistor, being that code was not present the first time we can not get a proper diagnosis on that issue but a secondary issue was found with the roller wheel, per my technician you explained your frustration to him by insulting him and his experience by calling him names. Your service was suspended because of this I do not appreciate and will not tolerate verbal abuse towards my technicians or being called "scammers" as our reputation of the top 3 service providers in Maryland can prove that we are certainly not. If you would like to file a complaint I will be happy to address these issues with MD commission as all of our service records are documented and time stamped. Thank you and have a good day--Ed Dobbins, President"