Complaint Rating:

Company information:
Metro Factory Serivce
158 West Clinton Street
Dover, New Jersey
United States
Phone: 1-888-595-7200
www.metrofactoryservice.com

We have a 2-in-1 washer/dryer (w/d) that required service back in early December 2007. We purchased the appliance from Best Buy and bought an extended warranty on the appliance. Even though we bought the appliance from Best Buy, the company responsible for service repair is Metro Factory Service. When the w/d didn't work last December, we placed a call for service but the company couldn't send a technician out until January 7, 2008. The technician came to check the appliance and said that a "sensor part" was not working and that he would have to order the part from the manufacturer and it takes about five (5) working days to get the part. Once he gets the part he will come in the following week (week of January 14th) to fix the problem. I called the company the week of January 14th to see when they will send the technician to fix the w/d. They said the part is not in and they will notify us once they have the part. I called again the week of January 21st to see if the part was in from the manufacturer. The company assigned a technician for service on January 24th. This time we got a new technician who said that the problem was misdiagnosed by the first technician and that it’s not the "sensor part" but the "pump" that's not working. He said he would order the "pump" and once he has the pump he will be able to fix the problem. I got a call from Metro Factory Service on February 8th saying that they can send a technician on February 29th to provide the service. I asked if we could get the service earlier than that as it was already over two months since we were out of a working washer/dryer.
The customer service lady said the earliest they can send someone out is on February 22nd. I got a call from Metro Factory Service on February 21st that due to the bad weather conditions, they would have to cancel the service and reschedule for February 28th. I got a call again today (February 27th) from Metro Factory Service saying that there's no "technician" in the area until next week and that we have to reschedule the service appointment for March 5th.

At this point I am not sure if Metro Factory Service is serious about providing service.

We paid up-front for extended warranty when we bought the appliance. And we have not received an appropriate service in time. The problem was misdiagnosed in the first place by company's technician. The company has caused us a lot of hard-ship. I have placed numerous calls and have not heard from a manager representative of the company. The only people I have heard from are customer service people who called to cancel or reschedule the appointment. I have tried to reach the management (Ms. Stella, Manager) and left numerous messages with her staff as well as on her voice-mail but have not heard from her.

We are requesting a full investigation on the company and request that we receive full refund on the appliance plus compensation for all the hard ship we have endured in the last three months.