Infinity Appliance Repair Infinity Appliance Repair, Houston - Save Yourself the Trouble and Frustration Houston Texas

I will state the facts and give my opinion.  First American Home Buyers Protection assigned Infinity Appliance Repair to fix our microwave.  Infinity called to schedule an appointment on Wednesday, October 7th 11:30am-1:00pm.  At 1:30pm I called office since noone had shown up and had not received a phone call.  Technician showed up approximately 20 minutes later.  He was in and out within 10 minutes, he said it needed a new keypad and he would follow up with me the following day to let me know if the part was in the warehouse or if it needed to be ordered.  I asked how long it would take if it needed to be ordered, he stated worst case scenario would be 7 to 10 days.

Friday, October 9, I call the office since I had not heard back from anyone.  It went straight to voice mail, stating a high volume of calls.  I left a message.

Monday, October 12.  I called the office, went to voice mail, left a message.

Tuesday, October 13.  I called the office, went to voice mail, left a message.

Wednesday, October 14.  I called the office, went to voice mail, left a message - twice that day.  The last message, in honesty, was a bit more forceful in my request for an update referencing that a customer should not have to work so hard for an update on a work order.

Wednesday, October 14.  I emailed the company, basically reiterating what I said in my voice mail message.

Thursday, October 16.  1:26pm I called the office, went to voice mail, left a message and included that I emailed them as well and required a response immediately.  Obviously losing my patience at this point.

Thursday, October 16.  2:00pm Company replies to my email, unprofessionally in my opinion.  Stating that the home warranty company was ordering the part and that I should contact them to get more information.  Once again, they demonstrate lack of customer service and lack of professionalism.  Managing the order and dealing with the insurance company is thier job.

Tuesday, October 20.  5:28pm Email the company, requesting an update on the work order and informed them that I was filing a complaint.

Tuesday, October 20. 5:50pm (Notice the time it took to respond) Responded to my email, stating that they "did follow up with me!!" and that the part had arrived that afternoon and they would be out to install it by Monday, October 26.  That was it, no apology, no "how can I make it right?", no "when would you like to schedule the installation?". 

Three weeks for a microwave keypad, and this microwave is a newer model.  Late to initial appointment, no courtesy call. At least 5 phone calls and voice mail messages on my part, none of which were followed up.  Lastly, and most important in my opinion, is their response and disregard for customer service.

If you are assigned this company through your home owners insurance company, save yourself the trouble and frustration and request a different vendor.