Perla's Appliances Plus — Attraction in Swissvale

Worst customer experience ever. They were assigned to fix my dishwasher by my home warranty company. I scheduled them to come the first day. I took a vacation day for the repair and they never showed up. I called the company and they said that they had to cancel my appointment and the very rude woman I spoke with insisted that she had called and left me a message that morning to let me know. I double checked my missed calls and voicemails - they had never called. So this was one vacation day wasted. I rescheduled for about a week later. The repairman, who was not very personable, showed up on time. He was at my house for about 20 minutes apparently clearing debris from the drain pump. The dishwasher worked fine for about 5-6 cycles and then stopped draining again. I called Perlas back and they said that they would get in touch with the home warranty company to see if they would approve a new drain pump. I waited for about a week and called back, and they said that they were still waiting to hear back from the warranty company. After about another week of waiting, I finally called the home warranty company back myself. They had never heard anything from Perlas about a request for approval for a drain pump. I was able to accomplish in 5 minutes with the warranty company what Perlas was unable to do in two weeks and my next service appointment was scheduled for two weeks out (because of my calendar, not theirs'). So I here I sit today. I took another vacation day. My service call was scheduled for between 9 and 1. I deliberately scheduled for the morning so that I would be able to do something nice with my kids after the appointment and make the most out of my vacation day. At about 12, I still hadn't heard anything from them and I was starting to get bad feeling, so I called Perlas to see if they had an estimated arrival time for the repairman. They told me that they had incorrectly scheduled my appointment for between 1 to 5 but that they would be unable to make it today. When I voiced my very valid frustrations to Rocky, the owner, about my experience with his company thus far, he became very rude, defensive, told me that they would not be coming to fix my dishwasher at all, and hung up on me. With customer service skills like his, I'm surprised this place is still even...

It's been over over a month since my initial Warranty claim on my fridge and it's still not fixed. They were supposed to do it a week ago and cancelled on me... supposedly they are coming today, but they aren't picking up the phone.

Update - I finally got a hold of the owner who told me they'd have to cancel again after the conversation got heated he told me that he doesn't want my business and not to call back and to tell all my friends about it because he doesn't want their business either.

I have never experienced such a horrible customer service experience in my life. I'll be filing with the BBB and the Attorney General so everyone is aware of the type of business this is.

On the bright side, he is being forced to refund the deductible, he's stuck with the fridge part he ordered for me, and now my fridge is getting fixed by Sears for free. Way to go small family owned business, you just losses out to a big chain store and you might lose your contract with 2-10 Home Warranty.

UPDATE 2 - The owner of the business just left me a very pleasant message stating that he hopes that I haven't reproduced.

I will be filing a negative review with every possible organization that accepts reviews and providing the recorded voicemail to the Attorney General and the BBB. I will exhaust myself until this business loses their contract with 2-10 Home Warranties. If I could post the voicemails here I would.

Update 3 - I received a second voicemail 1:40 minutes long, after he saw this negative review. He searched my name online to find out where I work and is threatening to contact my employer to "tell them what kind of employee they have." Needless to say I provided both voicemails to 2-10 Home Warranty. Now we are approaching lawsuit terroritory.

Update 4 - 11/2/17 - over a year and a half after the issue, Rocco FINALLY sent a response to the BBB. He claims that even though he never fixed my ice maker, he is still entitled to the money I paid him since he went out there. Who runs a business like this in good conscience?! It was apparent the 2-10 Home Warranty refunded my deductible out of their own pocket. It's sad there are so few honest people in this world anymore. Avoid this business...

I have a refrigerator that is only 6 months old, malfunctioning and under full warranty. The manufacturer referred me to Perla's because they had recently begun to service their line of products. The technician completing the service call left us saying he would get back to us if a new compressor would be ordered or if the company would decide to replace the entire unit because it should not be malfunctioning for being so new. Three adults heard this. We asked how long it would take to get the part and were told 7 days. This was on a Friday. I did not hear back, so I called the following Tuesday to see what had been decided. I spoke with Rocky who said I, the customer, would need to decide if I wanted the compressor to be ordered or if I wanted to take the matter of the unit up with the dealer. No one ever called me to tell me to make this decision and this was not the information I was left with by the technician at the end of the service call.

I tried to review this point with Rocky who just cut me off and said the compressor was ordered and did I still want it. (If it was ordered, why was I being offered the decision?) I asked when it was due and Rocky said about 7 days (That was the same timeframe reported the previous Friday. If it was ordered, why was it still 7 days out?)

I said I wanted to discuss it with my husband and Rocky got very rude. He said I needed to let him know immediately. He said if I did not say yes on that call, he would cancel the compressor that he claimed was on order. I said I still wasn't sure and wanted to discuss it with my husband and he said "I am cancelling it. I am done with you."

Rocky does not raise his voice but speaks in a condescending and rude manner, talking over the speaker to cut them off. He was unwilling to acknowledge that what he was saying was not the plan that had been communicated by his technician and they had dropped the ball on communicating back to the customer.

I would not recommend dealing with this group and have reported the call to the Beko company about their...