Complaints

This profile includes complaints for CSC ServiceWorks, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CSC ServiceWorks, Inc.

  35 Pinelawn Rd Ste 120 Melville, NY 11747-3121

• 

  CSC ServiceWorks, Inc.

  1020 W 37th St Chattanooga, TN 37410-1249

• 

  Coinmach

  807 Hildebrand W San Antonio, TX 78212

• 

  CSC ServiceWorks

  5747 Brittmore Rd Suite 300 Houston, TX 77041

• 

  Coinmach Corporation

  8515 Freeway Dr. Suite D Macedonia, OH 44056

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/29/2023: Used shared (multi-unit condo building) CSC Service Works washer/dryer to do laundry (Dryer #*******). I fed $1 in quarters into dryer (it registered $1 of $2 required) but machine stopped accepting any more quarters & would not refund my $1 in quarters. Called CSC *************) & spoke to *****. She filed service request#********. Said CSC Tech will repair within three days & would notify me by email when service completed. ***** also said she'd send a $2 CSC fund card by postal mail to compensate for the problem with their machine. 7/28/2023: Called & spoke to ****** (CSC Rep). Told her; I neither received notification that Tech completed work nor did I receive $2 CSC fund card as promised by ***** on 6/29/23. ****** said tech completed work (no explanation why I was not notified as assured by *****?) & that she'd send me $2 CSC fund card (takes 3 weeks at most). 8/18/2023: Still no $2 CSC fund card so called & spoke to ***** (CSC Rep). Recapped the events leading up to my 3rd call & my growing frustration. I requested to speak with her supervisor which she refused without explanation? I then asked for her supervisors email address to escalate but again ***** refused to deliver which seems to be a habit with CSC. She finally agreed to copy me on an email shed send to her supervisor at the end of our call. She assured me her supervisor would contact me within 3 days. Its now been 10 ******** was neither copied on any email to *****'s supervisor nor has anyone from CSC reached back out to me and still no $2 CSC fund card? I get the distinct impression CSC simply does NOT care about their customers. Instead, it seems CSC expects customers to accept their lack of customer service when their machines fail to work properly & their lack of accepting accountability for their mistake while failing to deliver promised refunds. Ill be notifying my association of the situation & will strongly suggest a switch to a different vendor.

  Business Response

  Date: 09/11/2023

  Good afternoon, ****,

  Thank you for reaching out to CSC ServiceWorks and making our team aware of your customer concerns. We are sorry for the errors you experienced with our equipment, the lack of helpful customer service, and the untimely manner it is taking to resolve your refund concerns. 

  Our account records show ******* was the first submission of a $2.00 refund request. The refund request was approved by our cards department and successfully processed by ***** On 7.28.23, a second refund request was submitted due to you not receiving the initial submission. This refund request was denied by our cards department, as the first card replacement was processed by **** and not sent back to us as returned mail.

  As a resolution to your concern, a refund CHECK, has been submitted. Please allow ***** business days for the check to get processed, mailed and delivered by FedEx. 

  If there are additional questions or concerns you have, please email ******************************************. 

  Regards,

  CSC ServiceWorks Team 

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Our account records show ******* was the first submission of a $2.00 refund request. The refund request was approved by our cards department and successfully processed by ***** I never received a refund in any way, shape or form through no fault of my own. This is an invalid argument. What address & unit# was it sent to?

  
  On 7.28.23 a second refund request was submitted due to you not receiving the initial submission. This refund request was denied by our cards department, as the first card replacement was processed by **** and not sent back to us as returned mail? How specifically could I send something back that I never received through no fault of my own? It was either never sent or was sent to an incorrect address. This too is an invalid argument.

  
  As a resolution to your concern, a refund CHECK, has been submitted. Please allow ***** business days for the check to get processed,mailed and delivered by ****** What specific address & unit# is the refund CHECK being sent to? Unless & until I receive the refund CHECK, I cannot accept any resolution attempt as reasonable or valid. Additional concerns emailed to BBB.
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 09/26/2023

  Good afternoon ****,

  Thank you for reaching back out. 

  We are glad you received your refund check. In our previous response, we stated, our BBB team sent the check to the EXACT address provided in your "complaint details", as you would have not received our response if we included your personal address, as it is a formal public response.

  Regarding your machine concerns, machine ******* was already reported by another resident. Our team added the machine ******* to the open service request.

  Keep in mind residents can utilize the following resource to report machines:

  Request service through the *** website: Request Service CSC ServiceWorks (cscsw.com) (Keep in mind, if a service request for a machine, has already been placed, you will not be able to submit a new request).
  

  If you utilize the *** Go or *********** you can place a service request directly in the mobile app under Service Support. 

  We hope this information helps. We hope to better serve you in the future.

  Regards,

  CSC ServiceWorks Team

  Customer Answer

  Date: 09/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my first $10.00 in their machine for Laundy card, latter part of June 2023. Machine is located on the *** ****r (******** ****** in ******). Machine number *******, My confirmation number given after report was ********. I was told I would receive refund in the mail, Refund has never showed up yet I have called several times, Subsequently I used my bank card and lost $20.00 in this same machine approx 7/31/23. When I called in to report this and complain of never receiving my first loss of $10.00 I was told they would reimburse my $20.00 loss with a Machine card with the $20.00 loaded. I have made continuous calls to this Company, I have only been told a bunch of LIES!!! I would like to have my refund for my $30.00 immediately

  Business Response

  Date: 09/21/2023

  Good afternoon, ****,

  Thank you for reaching CSC ServiceWorks and making us aware of your customer concerns. We are truly sorry for the negative customer experience your refund matter has caused.

  As a resolution to your concern a $30.00 refund check was submitted on 9.21.23. An automatic confirmation will be sent to your email address within ***** hours. The previous check mailed out was voided, as it was not returned mail by USPS.

  Please allow ***** business days for the check to get processed, mailed and delivered by USPS.

  If there are additional questions or concerns you have, please email ******************************************.

  Regards,

  CSC ServiceWorks Team 

   

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  I do not want to close out until I see my refund.
  
   
  
  

• Initial Complaint

  Date:08/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WASHING MACHINES DO NOT HAVE QR CODES LIKE THE DRYERS DO. I HAVE A CSC MOBILE APP WITH MONEY IN ACCOUNT. AM ABLE TO SCAN DRYER FOR PAYMENT. BUT NONE ON BOTH WASHERS. *** EMAILED THEM OVER 7 times with no response. Its a major hassle for me to keep getting quarters from the bank. Can u help me pls. Ive been dealing with this for 3 years at my apartment complex ?

  Business Response

  Date: 09/11/2023

  Good afternoon, *****

  Thank you for reaching out to CSC ServiceWorks and expressing your customer concerns. We appreciate you for bringing the matter to our attention and are sorry for the negative customer experience this caused. 

  Per the ***** Services Manager for this area, it was confirmed a technician successful resolved this issue on 8.29.23.

  If there are additional questions or concerns you may have, please email ******************************************. 

  Regards,

  CSC ServiceWorks Team 

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Urgent Complaint Regarding Non-Delivery of Card By CSC ServiceWorks.I am writing to express my extreme dissatisfaction with the service I have received in attempting to obtain my card since June 5th. Ive made 5 separate requests for the card and never received it. This ongoing issue has caused me significant inconvenience, as I am unable to utilize essential services such as laundry, and there are no alternate means for acquiring this card.Their customer support promised me to resolve the problem but never did it. I have been diligently reaching out on a weekly basis, and although I have been assured that the matter would be resolved, no action has been taken.In addition, my efforts to escalate the issue to the manager have been fruitless. Despite multiple attempts to reach out, the manager has remained consistently unavailable and unresponsive, refusing to engage in a dialogue. This lack of accountability and communication is deeply disappointing.I am appalled by the disrespectful and indifferent treatment I have experienced from CSC company. Contradictory information provided by different representatives, including instances of false claims that requests were never submitted, further ***** my confidence in CSC SERVISE company's ability to provide reliable service.I must ask, is this the level of service that their company believes is acceptable for its customers? I implore you to view this message as a formal complaint, as the situation has left me frustrated and inconvenienced for the past 2.5 months. All I seek is the basic courtesy of being respected as a customer and receiving the service that CSC service business advertises.I kindly request immediate attention to this matter. It is my hope that swift action will be taken to rectify this situation and restore my faith in your company's commitment to customer service.Thank you for your prompt attention to this urgent matter,********

  Business Response

  Date: 08/24/2023

  Good afternoon, ********,

  Thank you for reaching out to CSC ServiceWorks and letting us know of your card concerns. We are truly sorry for the matter, and the untimely manner of resolution that has occurred.

  In order to assist you further, please email ****************************************** and include a copy of your Better Business Bureau complaint, the full property address where the machines are located and your personal address so we can partner with the cards department.

  We look forward to hearing back from you.

  Regards,

  CSC ServiceWorks Team 

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We currently have a washer down since 6-6-23. I had previously made a complaint about this to you. Their explanation is that they are waiting for a part. I find this hard to believe that we have to wait this long. I am hoping that if you contact them one more time they will comply.Machine # *******. LOCATED AT:*************** ***** **.This is greatly appreciated.

  Business Response

  Date: 08/24/2023

  Good afternoon, ******,

  Thank you for reaching out to CSC ServiceWorks and expressing your customer concerns. We appreciate you for reaching out and are sorry for the negative customer experience. 

  Upon partnering with the branch manager for this area, a detailed overview was provided. 

  The original service request for the washer was placed on 6.1.23. The machine needed a new pressure switch. The tech noted a part was shipped and installed on 6.30.23. The machine tested okay.

  On 8.23.23 a technician came to ensure the machine was working properly, as there were no previous records of the machine being called in after 6.30.23, on our end. Upon arrival, the tech found the machine unplugged and the green sign stating "parts on order" was lying on the machine. On further inspection, the tech found the yellow sign stating "service complete" lying behind the machine. The green tag was initially put in the trash can. We are unsure why it was taken out, and someone unplugged the machine. As a resolution the tech plugged the machine back in and ran a full cycle. The machine tested okay. 

  If there are additional questions or concerns you have, please email ******************************************.

  Regards,

  CSC ServiceWorks Team

   

  Customer Answer

  Date: 08/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Jan 2023 I have been reaching out to this company about not being billed . I notice whne I would go online and not see a payment do. But I never heard from anyone about anything I kept persisting and reaching out to be told they stopped billing me They stop my account because they didnt get my payment .They said collections shouldve reached out to you. I said they did and I clicked in the link and paid the balance but havent heard from anyone.Finally got in touch with a RUDE DISRESPECTFUL MAN . All of conversations have been email and text and he has been ugly and nasty and rude It took several months to get a response out of him.He gave me an offer on selling the product to me and I countered and he ignored me.Never responded to my emails or calls And when I call it wouldnt let me leave a message because the male box was full. I continued to call and email then I got a email saying they were picking up the equipment I emailed and showed him how its ignoring then told me if I didnt answer the door Id go to jail. But I fro months had been reaching out to them.I purchased the equipment and he beraided me and accused me of making his job harder .I ask for prof of purchase and STILL havent received it I email him again asking when I would receive it . He responded and asked me what am I waiting for I want a proof of purchase and I would like a partial refund. I cant help that they didnt bill me note respond back to me when I constantly reached out I want 200 dollar refund and proof of purchase

  Business Response

  Date: 08/24/2023

  Good afternoon, *********

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse and making us aware of your customer concerns. We are truly sorry for the negative customer/agent encounter and the overall experience you had. 

  Our team is currently investigating your case. 

  Appliance Warehouse has no emails under the email address ************************* If she was emailing one specific person in the company, we would not have access to his personal emails. If you have the name of the person you were emailing, please provide their name so we can partner with them to gather email threads and any additional information, our team may need.

  If there was a time, the account went unpaid for several months, then billing would stop once it was referred to collections. 

  Please provide the requested information.

  Regards,

  CSC ServiceWorks Team 

  Customer Answer

  Date: 08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  My email is *************************

  i spoke to someone two weeks ago and I am currently waiting on a response from them about me showing me proof of purchase and upgrading my machines. Since I was given the option to buy but they were new

  i spoke to ***********;

  *********************************
  
  
  
  
   
  

  Business Response

  Date: 08/29/2023

  Good afternoon, *********

  Please provide the last name of ******, so we can ensure we are partnering with the correct CSC employee. All CSC employee emails, typically, include their last name as well.

  Thank you in advance for the requested information,

  CSC ServiceWorks Team

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am renting a washer and dryer through this company because they provide for my current apartment complex. however, I have reached out to the company multiple times via phone call and email, i also submitted a contact request on their website. it has been 2 weeks since i started calling (i called 3 times) the phone rings and rings and rings and nobody picks up. i submitted the contact request on the 21st of July and nobody has contacted me back. I need my washer and dryer picked up by August 7th because I am no longer residing at that apartment. with that being said i'm not going to continue to pay monthly for this rental as I am not using it. they just sent me a bill today (july 28th) but still haven't resolved my issue or contacted me.

  Business Response

  Date: 08/15/2023

  Good afternoon, *******,

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse and bringing your customer concerns to our attention. We are truly sorry you were not able to connect with an agent to schedule a pickup within a timely manner. 

  Based on the account records, the ******************** was successfully retrieved on 8.10.23. Once the pending credit from your account releases, your account balance will be adjusted to zero and close out. 

  If there are additional questions or concerns you may have, please email ******************************************. 

  Thank you for utilizing our services. We hope to service you in the future, if needed.

  Regards,

  CSC ServiceWorks Team 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to schedule pickup for a washer dryer rental. I have called and waited on the phone for hours for them to pick up. I tried different department options and was told the only way for me to get a pickup is to reach someone in that department but they give no other way of reaching anyone. There is no online option to do so and the person I reached from a different department says she can only transfer me to the pickup department, stating there are no other options.

  Business Response

  Date: 08/01/2023

  Good afternoon, *****,

  Thank you for reaching out to CSC ServiceWorks/Appliance Warehouse. We are truly sorry you were nit able to connect with a live agent to schedule a pick up.

  If assistance is still needed, please email ****************************************** and include a copy of your Better Business Bureau complaint, your first and last name, account number and desired pickup date.

  We hope your concerns have been resolved, and if not, we look forward to assisting you. 

  Regards,

  CSC ServiceWorks Team  

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past year washers and dryers constantly break down. We report it to no avail on next visit they are broken again, or only partially work. We believe new machines are needed. Often no refunds are provided.

  Business Response

  Date: 07/21/2023

  Good afternoon, ******,

  Thank you for reaching out to CSC ServiceWorks. We appreciate you for making us aware of your customer concerns, and sorry the **** has been missed with your personal customer experience. 

  Below is a 90-day site history review: (create date, date the technician repaired equipment, machine ID number, machine type, activity note)

  07/20/2023 07/20/2023 519-JTV Dryer
  

  07/20/2023 07/20/2023 462-HZT Dryer
  

  07/20/2023 07/20/2023 460-HZT Dryer
  

  07/13/2023 07/14/2023 452-HZT Washer Repair Drain hose
  

  06/30/2023 07/06/2023 452-HZT Washer Replace Aluminum Pulley Kit Installed New Part 
  

  06/30/2023 07/06/2023 452-HZT Washer Replace BEARING UPPER OR LOWER PKG Installed New Part

  06/30/2023 07/06/2023 452-HZT Washer Replace ASY# TRANS-COMPL 710 RPM Installed New Part 

  06/30/2023 07/06/2023 Washer Replace KIT BRAKE PAD Installed New Part -
  

  06/30/2023 07/06/2023 452-HZT Washer Replace KIT HUB & LIP SEAL Installed New Part -
  

  06/30/2023 07/06/2023 519-JTV Dryer Repair Replaced front panel
  

  06/06/2023 06/08/2023 459-HZT Dryer Repair
  

  06/06/2023 06/08/2023 461-HZT Dryer Repair
  

  06/06/2023 06/08/2023 462-HZT Dryer Repair

  05/11/2023 05/15/2023 461-HZT Dryer Repair

  05/11/2023 05/15/2023 451-HZT Washer Repair

  05/11/2023 05/15/2023 519-JTV Dryer Replace DOOR SWITCH / SUBS ******* Installed New Part -
  

  05/11/2023 05/15/2023 519-JTV MLG27PDBWW Dryer Replace Lint screen Installed New Part -
  

  05/10/2023 05/10/2023 459-HZT MLG27PDBWW Dryer Repair
  

  04/26/2023 04/27/2023 457-HZT MLG27PDBWW Dryer Coin Test Real Quarter

  *** has responded to all service request within our desired designated time frame. *** cannot replace a machine unless authorized by the account holder/property management. The machine(s) on site is what was ordered, and likely intended to be kept for an extended period of time. In the meantime, *** will continue to respond to all service request created. We advise you to reach out to your property regarding new equipment. We apologize for the inconvenience this may cause, in the interim. 

  Please review the following refund resources:

  Residents can report lost funds within 1-2 business days of losing the funds and the refund must be associated with a service request for verification. We do not authorize for mass refunds over a span of time.
  

  The online form Refund Request CSC ServiceWorks (*********) is for minor refunds for one broken machine at a time. 
  

  If you utilize the *** Go or *** ********** applications, you need to request a refund via in mobile app (by using the service request feature in the app), instead of the online form, as you will be directed to the app. Large refunds requested online with no information about how the funds were lost are not able to be approved. 
  

  Any time funds are lost in one machine, you may use the online form within two business days, if possible.
  

  If two or more machines are used, please call us at ************ to report the machines and request a refund. 
  

  For additional help and resources, please visit the Help Section CSC ServiceWorks (*********) on our website. 

  We hope this information helps. 

  Regards,

  CSC ServiceWorks Team 

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a washer and dryer, everything was okay until we had to move. They were supposed to come pick it up, we waited all day. Kept getting the run around when I called, finally that night I was told that they were not coming. This appointment was scheduled weeks in advance because we HAD to move. We ended up having to pay a moving company to move it to our new apartment. I luckily for some reason decided to save the drivers number who came to originally drop it off. Don't ask me why I did that but luckily I did, because again they didn't come, and they never called me back. Having to wait all day at home with a child, being told time and time again that they were for sure coming, only to find out that they weren't even coming. When I spoke to a manager he told me his hands were tied, and if we didn't move the items, that I would have to buy them out right. I was in panic mode and they did absolutely nothing to make to right. I had to pay $239/hour for 3 people to come and take them downstairs, it definitely wasn't an easy task and it took them approx 32 minutes to finally get it out of the bedroom and down the stairs. I already made a BBB post, someone told me to email them with the hourly rate of the 3 men who came and helped, but again nothing. This dispute is unsolved. Not happy.

  Business Response

  Date: 07/21/2023

  Good afternoon, *****,

  Thank you for contacting CSC ServiceWorks/Appliance Warehouse and making us aware of your customer pick up experience. We are sorry the **** was missed.

  Upon partnering with our Sr ****** Claims Coordinator, it was determined Appliance Warehouse is not liable for the pickup fees. You were aware of payments that needed to be made in order for a switch on the account to occur. The account was not set up for pickup until 3.16.23. The pickup was completed on 3.21.23. Even if the pickup was set up on 3.9.23 and successfully retrieved on 3.21.23, CSC is not liable for the pickup fees. CSC is not at fault for the pickup not happening. 

  Below is a timeline of your pickup process:

  03/09/2023 @ 10:26 AM Customer called in to switch the account into someone elses name
  03/09/2023 @ 10:39 AM Customer was advised they had to cancel pick up due to not having enough funds to complete the S/O payment
  03/09/2023 @ 10:42 AM Main account holder called to auth person on flash note to take over his acct. However, ****** didnt have full initial S/O payment so must call back
  03/09/2023 @ 5:34 PM Couldnt complete payment for s/o (Port Vendor pick up party)
  03/16/2023 @ 11:39 AM Customer called in to check ETA
  03/16/2023 @ 3:56 PM Customer called in to ask for Pick Up
  03/16/2023 @ 6:53 PM Customer called in for pick up work order, worried if we dont pick up machines he will be charged and they wont be at the site after today.
  03/17/2023 @ 1:29PM Customer called in to check ETA, advised address changed on Pick Up
  

  Your desired resolution of reimbursement for the hourly rate for a 3rd party pick up will not be granted. We apologize for the negative customer experience.

  Regards,

  ********************** Team 

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 08/01/2023

  Good afternoon, *****,
  

  Thank you for contacting CSC ServiceWorks/Appliance Warehouse and making us aware of your customer pick up experience. We are sorry the **** was missed.
  

  Upon partnering with our Sr ****** Claims Coordinator, it was determined Appliance Warehouse is not liable for the pickup fees. You were aware of payments that needed to be made in order for a switch on the account to occur. The account was not set up for pickup until 3.16.23. The pickup was completed on 3.21.23. Even if the pickup was set up on 3.9.23 and successfully retrieved on 3.21.23, CSC is not liable for the pickup fees. CSC is not at fault for the pickup not happening. 
  

  Below is a timeline of your pickup process:
  03/09/2023 @ 10:26 AM Customer called in to switch the account into someone elses name
  03/09/2023 @ 10:39 AM Customer was advised they had to cancel pick up due to not having enough funds to complete the S/O payment
  03/09/2023 @ 10:42 AM Main account holder called to auth person on flash note to take over his acct. However, ****** didnt have full initial S/O payment so must call back
  03/09/2023 @ 5:34 PM Couldnt complete payment for s/o (Port Vendor pick up party)
  03/16/2023 @ 11:39 AM Customer called in to check ETA
  03/16/2023 @ 3:56 PM Customer called in to ask for Pick Up
  03/16/2023 @ 6:53 PM Customer called in for pick up work order, worried if we dont pick up machines he will be charged and they wont be at the site after today.
  03/17/2023 @ 1:29PM Customer called in to check ETA, advised address changed on Pick Up
  
  Your desired resolution of reimbursement for the hourly rate for a 3rd party pick up will not be granted. We apologize for the negative customer experience.
  

  Regards,
  CSC ServiceWorks Team 

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I reject this response, since you're simply wrong. Its not because I owed money, I paid y'all off, you guys told me repeatedly that you were coming to pick it up BEFORE we moved not after. I called weeks in advance and their is no excuse for your blatent bad customer service. I don't care about the money, all I want is for other people to know so the same thing doesn't happen again. I will never use your company, and I know a lot of people working in customer service so ill be spreading the word for sure.

   

  You fail.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************