I had A&K to do a warranty repair on a gas range I received defective from the manufacturer. I usually work with another appliance repair company in town but was given no option by the retailer of this range. On both occasions when I had to schedule an appointment with this company, they were never available for same-day service, always 2-3 days out, both times over a weekend, making it 4-5 days out. There was a constant confusion over the brand of the appliance they were working on for me. Each interaction I had with the woman in the office, she referenced a "Brown" range, even though I corrected her each time that it was a "Summit" brand range. They were not familiar with this higher-end brand, and insisted on multiple occasions that it was an "off-brand" appliance. In my call to the retailer for warranty repair service, and on the first phone call with the woman in the office, I described the specific problem in detail, including which parts were defective. After waiting 5 days over a weekend for the first repair visit, the repairman arrived, looked at the range, and discovered the exact diagnosis I had told them over the phone. He then told me they would have to order parts and that it would take about a week to get the parts in and get the repair done. One week later, I had received no follow-up (I wasn't even given a business card during the repair visit so I had to do some research to figure out who I was dealing with). I called the office, and was told that they had ordered the parts but had no estimated ship date on them. Another week passed, and I called the office again, during business hours, and left a message. Receiving no reply within a few hours, I called again and no one answered. At this time, my partner drove to their physical location to inquire into the status of the repair. The woman in the office told him the same thing, that the parts had been ordered and they didn't know anything. She was unable at that time to find my repair request, my contact information, or produce any paperwork showing the parts had been ordered. This was on a Friday. The following Monday, I received a call from the manufacturer's parts department, telling me that they had just received an order for the parts that day and that they would arrive in 7-10 days. I was later informed by the manufacturer that the parts were backordered and they arrived over 2 weeks later. When A&K received the parts, they called to schedule the appointment, and repaired the range. At no point during the 5 weeks that I waited for this repair did A&K contact me to update me on the status. The repair was done quickly and adequately but the communication and organizational nature of entire transaction left me very frustrated. There are other competent appliance repair companies in town that will order your parts promptly, give same-day service, and stay in contact with you during the process. I would find no reason to work with A&K again.
All USA
I had A&K to do a warranty repair on a gas range I received defective from the manufacturer. I usually work with another appliance repair company in town but was given no option by the retailer of this range. On both occasions when I had to schedule an appointment with this company, they were never available for same-day service, always 2-3 days out, both times over a weekend, making it 4-5 days out. There was a constant confusion over the brand of the appliance they were working on for me. Each interaction I had with the woman in the office, she referenced a "Brown" range, even though I corrected her each time that it was a "Summit" brand range. They were not familiar with this higher-end brand, and insisted on multiple occasions that it was an "off-brand" appliance. In my call to the retailer for warranty repair service, and on the first phone call with the woman in the office, I described the specific problem in detail, including which parts were defective. After waiting 5 days over a weekend for the first repair visit, the repairman arrived, looked at the range, and discovered the exact diagnosis I had told them over the phone. He then told me they would have to order parts and that it would take about a week to get the parts in and get the repair done. One week later, I had received no follow-up (I wasn't even given a business card during the repair visit so I had to do some research to figure out who I was dealing with). I called the office, and was told that they had ordered the parts but had no estimated ship date on them. Another week passed, and I called the office again, during business hours, and left a message. Receiving no reply within a few hours, I called again and no one answered. At this time, my partner drove to their physical location to inquire into the status of the repair. The woman in the office told him the same thing, that the parts had been ordered and they didn't know anything. She was unable at that time to find my repair request, my contact information, or produce any paperwork showing the parts had been ordered. This was on a Friday. The following Monday, I received a call from the manufacturer's parts department, telling me that they had just received an order for the parts that day and that they would arrive in 7-10 days. I was later informed by the manufacturer that the parts were backordered and they arrived over 2 weeks later. When A&K received the parts, they called to schedule the appointment, and repaired the range. At no point during the 5 weeks that I waited for this repair did A&K contact me to update me on the status. The repair was done quickly and adequately but the communication and organizational nature of entire transaction left me very frustrated. There are other competent appliance repair companies in town that will order your parts promptly, give same-day service, and stay in contact with you during the process. I would find no reason to work with A&K again.