March 30, 2020, 1:14 p.m. by Laura
So much for supporting your customers 2-10 What you mean is you don't want to lose money or have to reimburse your customers for failing to follow through on your contracts. I tried resolving my issue with 2-10 today, however, I received the run around from both Kelly in Claims, and her supervisor LeConte. I filed a claim online for my dishwasher on 3/10/2020. On 3/17/2020 I called 2-10 because I had not heard back from a contractor. They sent out a company named ATES at the end of that week. On the 21st, just one day after ATES came out we tried running the dishwasher again and it still was not cleaning properly (our original issue). We called 2-10 on 3/23/2020, and the lady in customer service said she would have to call me back with a new contractor because ATES was no longer doing business with 2-10. 2-10 called me back and notified me Sears would be coming out on 2/27/2020. 2-10 told me I would NOT have to pay another deductible (I paid the $100 deductible to ATES). The lady in customer service stated it was obvious the problem had not been taken care of and that it was not my fault another contractor would have to come out. I received a bill from Sears for the deductible. I called 2-10 to ask them what I should do with the invoice on 3/30/2020 at 12pm. I asked to be escalated when Kelly kept insisting they would not honor what was told to me, let alone basic contractor agreements. LeConte sarcastically told me to mail the payment to Sears after mocking my hearing problem. I tried explaining several times that I had already paid my $100 deductible to ATES, that my problem with the dishwasher had never been resolved, and that there is a service warranty that most contractor's provide (30 days) of performing work if the same problem occurs/has not been resolved, and since the substitution of Sears for ATES was not my decision, I should not be punished monetarily. LeConte was not helpful, and when I asked to be escalated, he refused to provide a supervisor's email, phone number, or voicemail. He stated there was no one higher than him at the call center, and that there was no one at corporate or in a customer service position I would be able to speak with. First off, when trying to resolve a customer complaint they should not be put on hold for over 20 minutes as I was. Secondly, when a company tells their customers they are not responsible for additional payments, they should not go back on their word. Thirdly, it is inappropriate to mock someone's disability. Fourthly, on 8/16/2019, when I filed a claim for this same dishwasher, 2-10 did not charge another $1000 deductible because it was a repeat issue within 30 days. They should be consistent and follow basic customer service norms. Shame on them! I would rate my outcome of today's interaction with 2-10 a 0 on a scale of 5. I will not be doing business with them again.
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