BEWARE- This company does not take responsibility for technicians who make mistakes and misdiagnose/fail to complete their work.
The customer service staff are unable to escalate issues in a helpful way. It took multiple calls for a manager to call us back. Glen, the manager or Director did not apologize for the mistakes made by the technician and made excuses and was condescending. He was not able to deescalate the situation, he upset me and when I said: "Why won't you admit that you're technician effed up?" He took that as an opportunity to hang up on me.
We contacted Elite Appliance Service when we had an issue with our washer (smoke being generated during the spin cycle). We called the fire dept and they said it was because of the drum being misaligned. The smoke and smell was from the gasket being burned due to friction caused by the misalignment.
We ordered a new gasket online and called Elite Appliance Service giving them a background on the root issue- the drum misalignment. We expected them to install the new gasket but that was never the main issue. We knew there was a root cause of the burning, and that was the reason for our call. It was a service call to diagnose and repair the main issue (or at least tell us whether it could be fixed or not).
The technician came to our home, my mother was there to receive him as my husband and I were at work. He worked on the machine, he told my mother the washer was ok to use and my mother paid the technician.
We also received the following report:
INSTALLED DOOR GASKET FOR THE CLIENT AND ASSEMBLE ALL THE PARTS BACK TO THE UNIT. TEST THE UNIT -IT'S WORKING PROPERLY. RUN THE CYCLE FOUND NO LEAK AND IT'S SPINNING PROPERLY. NO DAMAGE IN THE WORKING AREA AND CLIENT BELONGINGS.
I got home that evening and did a load of laundry for my baby. A really loud noise came from the laundry room and I ran over to find smoke coming from the washer again. I quickly stopped the washer by pushing the power button.
Today, Glen was telling me that indeed, there are bearings that need to be replaced. That the gasket had to be installed first before a diagnosis. I did not argue with that. I of course understood that the gasket had to first be installed. The issue is that the technician stated on the report that "the unit is working properly" when it was not. We ended up using the machine because we were told it was "spinning properly" in writing. How can Glen actually not take responsibility for this?