Advanced Reviewer
Original review updated by user Jun 12, 2021
American is severely understaffed and has dysfunctional technology. These two combined made it extremely painful for me to book a reservation for my 15 year old granddaughter. Although American allows 15 year olds to travel without and adult and without paying a huge...
View full review
View full review
2 comments
#2024648

Not so much that they are understaffed but they cancel and delay so many flights that their phones are bombarded with paying customers who are just trying to get to their destinations with no help from employees.

View more comments
ID
#2605399 Review #2605399 is a subjective opinion of poster.
Service
American Airlines Flight
Pros
  • Travel time to destination
Cons
  • Horrible wait times
  • Greedy
  • Understaffed
Preferred solution
Let the company propose a solution
Advanced Reviewer

Hawaiian Airlines - Lack of customer service

I needed to speak to someone at Hawaiian Airlines on the phone about a next-day flight issue. They said the telephone wait time was an hour, so I started a chat which offered someone would answer my questions in a moment. Far more than an hour later, I was still waiting for a human being to enter the chat. This is NOT the way to rebuilding a Covid-ravaged travel business. No responsiveness to customers is how you destroy a business not how you *** it recover. Next time Ill fly Southwest on inter island trips. They are cheaper, and they give a damn.

User's recommendation: Fly Southwest. Avoid Hawaiian Airlines whenever possible.

View full review
ID
#2559768 Review #2559768 is a subjective opinion of poster.
Service
Hawaiian Airlines Flight
Pros
  • Face to face employees were friendly
Cons
  • Horrible customer service
  • Expensive
Preferred solution
Let the company propose a solution
Advanced Reviewer

Hertz - Nonexistent customer service

I reserved a car to pick up from Hertz in Lihue, Hawaii at 5 pm. Due to flight complications, I couldnt arrive until 6:22 am the next day. I wanted to call Hertz to make sure they held the car and honored my reservation. After more that several attempts to call various Hertz numbers (all of which apparently went to the same automated call center), each time Hertz disconnected me while I was waiting to speak to a human being. Then I learned that they shut down their call center around 6 pm Hawaii time, which meant that I couldnt so each ti anyone at all.

User's recommendation: Avoid Hertz if you want a company that gives a damn about you.

View full review
ID
#2559757 Review #2559757 is a subjective opinion of poster.
Service
Hertz Car Rental Booking
Pros
  • Cleanliness of vehicle
Cons
  • No cust service
Preferred solution
Let the company propose a solution
Advanced Reviewer

Sunrun - Avoid this company

I bought a home that came with a ling-term lease of solar equipment from Sunrun. I had to assume the balance of the Sunrun contract to purchase the home. I did that, and I regret it. Sunrun is a poorly managed company with a leadership that makes decisions which are bad for its customers. Here is my experience over six months. 1. The equipment runs well and needs no maintenance. That is the end of the good news. 2. Sunruns billing systems are dysfunctional. They kept failing to implement autopay. Their billing staff couldnt get them to work. I wrote to the CEO and got no response. I wrote to their board members, and that for their attention. They have said they will sign me up for autopay. I sent them the information weeks ago, and it hasnt happened yet. Simply incompetent! 3. Last night we had a bad storm and lost our no solar electric power. The Sunrun system will not function when the traditional power source is down. I called Sunrun to get technical support, because I wanted to disconnect the Sunrun system from the traditional system to avoid any issues when the transition system comes online. That is when I learned that Sunrun does not provide technical support outside of office hours. This is preposterous. Most of a 24 hour day, this power company tells you to call back during regular office hours. Unacceptable! 4. When I called them after they got in this morning, I was asked if I had a backup battery system. I do not have that. When I asked about installing one l, I learned that Sunrun refuses to do that. First, I was told that they commit do that. Then, I learned that it is actually that they refuse to offer that with existing systems, but do offer it with new systems. So I am screwed By Sunrun. When I purchased the home, I had to take over the existing equipment lease contract. Sunrun should have given me (1) operating instructions for the equipment, (2) should have informed me that their system would not provide any power during a power failure, and (3) their company policy was to refuse to install backup battery capabilities to existing systems. They did not do this. If you would enjoy be locked into a long term contract for solar power with a company that has a dysfunctional billing system and staff, has a management that is non responsive to customer issues, provides no technical support outside of office hours, and wont admit that not offering battery backup to existing customers is a matter of their choice rather than a technical problems, then you will love dealing with Sunrun. However, if you this customers should be treated well by vendors, then avoid Sunrun just as you would avoid a chronic disease because dealing with Sunrun is like having a chronic disease. Very much so.
View full review
ID
#1952970 Review #1952970 is a subjective opinion of poster.
Cons
  • Horrible billing system
  • Ceo apparently has no authority or bad leadership
  • Lack of tech support
Preferred solution
I wNt the company to fix my billing issues after four months, provide 24/7 tech support, and to be honest in answering questions. This company is horrible.
Advanced Reviewer

Home Depot - Don’t by anything that you want Hime Depot to inatall

I moved to my home about 9 weeks ago. I ordered a full set of kitchen appliances: refrigerator, stove, microwave, and dishwasher from Home Depot. I paid more than $100 for Home Depot to install the dishwasher. The first dishwasher arrived with physical damage. About a week later, they came with a second dishwasher. After the installation and after the installers left, I noticed a puddle of water in the cabinet beneath my kitchen sink in the same cabinet where the dishwasher was attached by the installers for to the disposal to drain. There was no puddling in this cabinet before the paid home inspector signed off (a few weeks earlier), there was no puddling when I did the pre-closing walkthrough, and there was no puddling when they came to install the dishwasher. The puddling was from a leak that clearly resulted from the installation. Home Depot sent out someone wi him a few hours, and they claimed to have found the problem and fixed it. I filed a claim for the damage to the bottom of my kitchen cabinet. A few days later, the puddle reappeared. I called Home Depot and left a message. They never called back. I called the store manager. She told me to wait until the next day. In the meantime, the damage to my cabinet was getting worse. So I called Home Depots National customer support number. They were utterly useless. I told them what the store manager had told me a few minutes before, and they put me on told while they called the store manager and repeated what I had told them. Meanwhile, the puddle was growing larger and the damage growing with it. I traced the problem to water dripping from the disposal. It was 8 pm, and I knew that calling a plumber would have a service cost at least as much as a new disposal. So I bought and installed a new disposal. (The original disposal was also quite new, but I figured that hammering out the drainage hole either damaged the disposal or broke the seal at the sink.). That stopped the leak. For five weeks I have been given a runaround from Home Depot on my claim. Home Depot told me to call their insurance company. Their insurance company told me to call the installer. When the installer first called me, I was out of town on business on a Monday. I asked them to call back when I returned on Thursday. They called back three weeks later! Last week they came to make an inspection. I got a letter from them denying the claim saying that I did not have evidence beyond a shadow of a doubt that they caused the problem which didn't exist before their work and was evident shortly after their work. As an attorney knows, beyond a shadow of doubt is a standard of proof for a criminal case. In fact, preponderance if evidence is the standard of proof for a civil matter such as this. I called Home Depots customer service two days ago. They said to call their insurer. Now called the insurer and left a message. Two days later, my call has not been returned. Eventually someone will either accept responsibility, restore my kitchen cabinet, and pay for the cost of the new disposal that resolved the problem, will deny the claim, or enough time will pass that I can reasonably conclude that the insurer isn't going to make a decision. If Home Depot doesn't resolve this matter satisfactorily in the near future, it will end up in a court of law. So, if you are considering buying something anything from Home Depot that includes installation, I would advise you to find another vendor. Home Depot was either by design or incompetence is not organized to resolve installation-related issues in a manner which is either timely or fair. The processes they in place require the customer to waste hours and hours of time, be extremely persistent, and be willing to do whatever it necessary to get a customer UNfriendly company to accept responsibility for the damages its subcontractors cause.
View full review
1 comment
#1815808

It cost me 15,000 for a unfinished bathroom. They caused a leak which rotted out my sub floor.

They reibsalled my shower twice and then laid ceramic tile over the rotten sub floor. They made us sign a paper before any repairs were done which clearly stated work would be done 15 days after execution. They did not show up for six months. Won’t even fix what they screwed up.

Left walls unpainted. I have been asking for a refund for 4 years. They basically told me to go to *** So now they turned me over to a collection agency for 15,000 and we are stuck with rotten sub floor. Do not hire Home Depot to do anything to your house.

Hone depot does not stand behind their work. Job unfinished going on 4 years now

ID
#1762092 Review #1762092 is a subjective opinion of poster.
Location
Northwest Harris, Texas
Service
Home Depot Dishwasher Installation
Cons
  • Do not give a damn about the customer
Reason of review
Poor customer service
Preferred solution
Repair damage caused by faulty installation and the disposal I bought to fix the problem
Advanced Reviewer

Napletons Northwestern Chrysler Jeep Dodge Ram - Horrible customer service

I purchased a new 2017 Jeep Cherokee from Napleton Jeep (Chicago) around May 2017. In mid-July 2019, I first noticed a problem with the automatic transmission. The Jeep had well under 20,000 miles and was still on warranty. I telephoned Napleton Jeep to make a service appointment. I was told that only one or two of their technicians were trained to repair transmission, and that the first available appointment would be at 8:30 AM on Thursday July 25. I asked whether a loaner vehicle would be available. I was told that – since I purchased the Jeep from Napleton – I could get a loaner, but I would have to wait until August to have the car repaired. I opted to take the July 25 service appointment. I dropped off the Jeep at the scheduled time and date. I was told that I would be called when they determined what needed to be done. Ay 3:00 PM, I had received no call. I called Juliana, the individual who was tracking this work. Juliana told me that no one had a chance to look at my car yet. I expressed my disappointment. After all, what is the purpose of making an appointment if it does not mean that Napleton will have someone available at the appointed time? I called Juliana later on that day. She said that they were unable to replicate the issue I had reported. She said that they would try again the following day. I next called Juliana at 12:30 PM on Friday July 26. I got voicemail. I called back and asked for the head of the service department. I was told that he had the day off. So I asked for the store manager. I was given the sales manager. I explained the situation to him. He promised a call back within 30 minutes. I subsequently received a call from someone (not Juliana) with a heavy accent. He said that they were able to replicate the issue. He said they think it may need a software update. He said that is underway. He committed to calling me back within an hour to report the status of the repair. At this point, with the store manager off for the day, I asked to speak to whomever he reported to. I was given the name of Chris Napleton. I asked to speak with Chris Napleton, and I was only given an email address. I emailed Chris Napleton regarding my frustration at 1:24 PM on July 26. It Is August 3, and I have received no response. Later on July 26, I receive a text message from Juliana saying that the software update had been completed, the problem was fixed, and the car was ready for pickup. I picked up the car around 5:30 PM on Friday, July 26. Around 7:00 PM that evening, after Napleton Jeep was closed, I was driving and the problem recurred. On Saturday, July 27, I telephoned Napleton Jeep, explained that the car had not been properly repaired, and asked for a new service appointment. I specifically asked for a loaner since I need an available car most days. Juliana told me that she would call me on Monday with the date that a loaner would be available. Juliana failed to call me back. It has been one week. At 7:56 PM on Monday July 29 – after Juliana had failed to meet the service level commitment which she offered (a call back on Monday) – I emailed Chris Napleton explaining this failure of his staff to meet the commitments they made including returning the car when the problem had not been fixed and failure to call back on Monday to schedule a second service appointment when a loaner would be available. I asked that he respond within 48 hours, and I indicated that if I did not respond in that time frame, I would escalate this matter. It has now been four and a half days, and I have heard nothing from Juliana, Chris Napleton, or anyone else regarding completing this warranty work. Returning my car when the problem had not be resolved, failure of Juliana to meet the service level commitment she made (to call me last Monday), and failure of Chris Napleton to respond to either of my emails, is simply unacceptable. I believe that Napleton Jeep is obligated to repair my Jeep under the terms of the warranty provided at the time of purchase from Napleton Jeep. I believe that Jeep is obligated to assure that my car is repaired, since it is certainly within the warranty period. I also believe that consumers should avoid doing business with Napleton Jeep – either when purchasing or repairing their vehicles. Napleton Jeep’s concepts of customer services seems to be similar to the manner in which a bull services a cow. This attitude apparently exists from the bottom (Juliana) to the top (Chris Napleton). Consumers deserve better. Copies of my emails to Chris Napleton will be made available on request.
View full review
ID
#1611250 Review #1611250 is a subjective opinion of poster.
Product
2017 Jeep Cherokee Car
Cons
  • Poor quality of work
  • Management non-responsive
  • Failure to repair car
Reason of review
Poor customer service
Loss
$30000
Preferred solution
Meet your warranty obligations
Advanced Reviewer

Camping World - Avoid this firm as you would avoid Herpes -- they won't go away

I never intentionally subscribed to Camping World's email list. I have tried to unsubscribe. I went as far as phoning them, speaking to a man, having him find my name on their email list, and having him confirm that my email address would be removed. Yet, a week later, I am still getting their emails. I would advise anyone who expects to be treated respectfully by a vendor to avoid dealing with Camping World. They have failed to honor my reasonable, polite requests. To them, my name is a commodity which they apparently feel authorized to use in perpetuity. It's not.
View full review
1 comment
#1768426

You're on their email list...? That's it?

You haven't been cheated, lied to, horn swoggled, screwed over, taken advantage of or ignored and you are complaining about being on an email list? C'mon now, I'd trade places with you in a minute.

ID
#1603509 Review #1603509 is a subjective opinion of poster.
Location
Vernon, Illinois
Service
Camping World Customer Care
Cons
  • Repeated failure to remove me from their email lists
Reason of review
email subscription cancellation
Preferred solution
Stop sending me ANY emails -- EVER -- and do not sell my email address
Advanced Reviewer

American Home Shield - Avoid this company

I purchased a one year warranty from American Home Shield. The warranty covers home appliances, furnace, air conditioner, etc. I filed a claim online regarding my oven with AHS last week. While online, AHS scheduled a service appointment with GE, and I paid AHS the $100 deductible. The appointment was approximately one week from the date I filed the claim. On the scheduled date, GE arrived. However, GE said that they had no record of the repair being billed to AHS or anyone other than me. So I sent the repairman away without doing the repair. I immediately called AHS and explained that their choice of vendors had failed to meet AHS' obligation. After a long telephone call, AHS assigned another repair service to the job. They told me the second repair service would contact me within 24 hours to scheduled an appointment. AHS also sent me a text message confirming that I would received a scheduling call within 24 hour. After 28 hours, I called AHS and explained the history. The person I dealt with at AHS immediately pivoted to saying that their commitment was to have the vendor call with within "24 to 48 hours." I told her that is not what I was told, nor was it what the text from AHS promised. I asked to speak to a supervisor. She put me on hold When she returned to my call, she said that her supervisor was busy. I told her I would wait. She then repeated that their commitment to me was to have their vendor call within 24-48 hours. I again corrected her. This pattern repeated at least 5 times over the course of 30 minutes. I then gave her a choice of either (1) connective me to a supervisor within 5 minutes, scheduling a service visit while I was on the call, or fully refunding what I had paid for the warranty plus the $100 deductible which they had already billed for the repair that had never been made. I told her if none of these was done within five minutes, I would hang up and file a small claims lawsuit the following day. She put me on hold and returned to provide me with a service appointment on the second business day. She did this without asking me if I would be available at that time and date. Apparently AHS thinks that they have the right to schedule my time without consulting me. As it turns out, I can adjust my schedule to accept that scheduled appointment. However, it is very presumptive for any service providers to assume that a customer's time can be scheduled without contacting the customer. I would advice anyone considering a whole home warranty to avoid doing business with American Home Shield. They are unreliable, their management is inaccessible, and they do not stand behind the service they sell. Their first contractor they assigned tried to charge ME for what AHS is obligated to pay. That's simply wrong. Their second contractor failed to meet AHS' commitment to schedule an appointment within 24 hours, and when that happened, AHS repeated lied about their service commitment. I would have been happy to have paid for an AHS warranty and never need to use it -- just as I purchase life, health, and auto insurance and hope there is no need to file a claim. I would recommend that anyone seeking a whole home warranty should avoid doing business with American Home Shield. They are unreliable, dishonest, and fail to provide reliable customer service.
View full review
ID
#1564802 Review #1564802 is a subjective opinion of poster.
Product
American Home Shield Home Warranty
Reason of review
Poor customer service
Loss
$795
Preferred solution
Let the company propose a solution
Advanced Reviewer

I will never fly EasyJet again

I will never fly EasyJet again. This is based on four prior EasyJet flights. Three of the four were handled very poorly by EasyJet. Amsterdam to Berlin A few years ago, I booked an EasyJet flight from Amsterdam to Berlin. Late on the evening before the day of the flight, I got an email from EasyJet saying that the flight had ben cancelled. No reason had been given. The cancellation came more than 12 hours before the flight was scheduled to depart Amsterdam. This seemed very strange since it clearly was not related to weather or flight delays, as EasyJet had overnight to get the aircraft to Amsterdam. I called EasyJet to try to schedule another flight on the same day. Apparently this was the only daily flight from Amsterdam to Berlin. I needed two seats. I was told that there were no availability for one week. I am American, I would be departing Berlin for Munich days before EasyJet could get me to Berlin. Clearly, EasyJet could not get me to Berlin in time. EasyJet was unwilling or unable to find me a seat on another airline. I ended up having to take a train for more than six hours to get to Berlin. In my opinion, if EasyJet is going to cancel flights for no stated reason and is unwilling or unable to find an alternative way to get me to my destination, then EasyJet lacks the sense of customer support that an airline should have. Paris to Milan (Booking EWF1PZB) When three of us arrived at CDG, we were informed that flight 2788 (May 12) would depart 10 minutes late. We waited. Then the departure was posted as being about 40 minutes late. We waited. The departure gate was changed. When walking to the new gate, I noticed that the airport’s list of flights differed from what we were told. Clearly EasyJet wasn’t reporting flight delays in a timely manner to the airport for proper posting. This is inexcusable. Then then departure was posted as being further delayed until 18:30 on the display at the new departure gate. I checked the airport display, and it had not been updated to reflect either of the delays. We boarded the flight around 18:40. The display at the gate showed departure at 18:40, and the airport list of flights still had not been updated. Neither display was correct. The flight actually departed around 19:00. What this demonstrated to me is that EasyJet does not have people and procedures in place to accurately reflect updated departure times. Again, this is something that EasyJet staff could monitor, report, and correct if anyone at EasyJet actually cared about such things. Clearly your people don’t give a damn about providing timely and accurate flight departure information. I will note that after we boarded the aircraft, the captain informed us that the aircraft had departed Prague or Budapest (I forget which) “very late,” flown to Milan, then flown to Paris to pick us up. This made it clear to me that EasyJet knew all along that this flight would depart much more than 10 or 40 minutes late. Apparently either you lack technology required to reasonably estimate the extent of flight delays (unacceptable) or your people just make stuff up on the fly and are not honest with your passengers about how long a delay is likely to take. That, too, is unacceptable. Milan to Paris (Booking EWF1PZB) Three of us took flight 2791 on May 19. We sat in the middle of the plane. By the time the trolleys got to us, there was no food left to purchase. The flight attendant informed us that they only got a limited number of food items to sell, and it was common to run out by the time the trolleys got to the middle of the aircraft. This is comparable to my previous experiences on EasyJet – an airline that is unprepared to provide a modicum of customer service. For all of these reasons, I will never book EasyJet again. It is not “easy.” It is difficult. It is disrespectful of passengers. It refuses to help customers who are left stranded by flight cancellations. It cannot get the simplest of things right – things such as posting flight delays consistently and accurately. It does not provision flights to meet customer needs. I encourage anyone who expects decent treatment from an airline to avoid EasyJet just as you would avoid anything abusive.
View full review
ID
#1547206 Review #1547206 is a subjective opinion of poster.
Location
Haarlemmermeer, North Holland
Service
Easyjet Flight Booking
Reason of review
Poor customer service
Preferred solution
There is nothing these people can do to make things right. I will never fly EasyJet again.
Advanced Reviewer

VFS Global - Insensitive bureaucracy that has no concern for its clients

VFS Global is a Dubai-based outsourcing firm that assist certain governments in processing visa applications. A friend of mine required a visa to visit France. France requires visa applications to provide evidence of round trip tickets in order to issue a visa, so he booked airline tickets to France before he sent his visa application. He applied for his visa through VFS Global as required. The projected processing time is 2 weeks. It has been three and a half weeks, and his visa has yet to be returned. We have contacted them through email to make sure that they understood that his departure date was approaching, and he needed his passport returned. We got non-responsive automated email replies that his application was being processed. Today is Friday. His flight departs Sunday. Today, we have been told, his passport will be sent overnight by UPS. However, we learned that VFS does not ship for Saturday delivery. So to be clear, his flight departs Sunday, and his passport won't be here until the following day. In short, his trip -- and a great deal of non-refundable costs -- are now simply gone with no hope of recovery. I exchanged emails with VFS Global several times today. I asked them to send the shipment for Saturday delivery. They refused. I told them that I would pay any additional cost for Saturday delivery. They refused. I asked them to let me order FedEx to pick up the shipment at my expense so that it would be here on Saturday. They refused. In short, VFS Global, understanding the consequences of their refusal to do anything to try to get the passport returned in time, decided to do nothing to help. I also called UPS. They have no way to have me pay for Saturday delivery. Only the shipper can do that, and VFS Global refused. I would caution anyone who needs to use VFS Global to obtain a visa to assume that they are dealing with an organization that will do nothing at all to assist them if an issue arises. I would suggest that when you are told that it takes two weeks to turn around a visa application, that you assume that it will take closer to two months to do so. I would suggest that people who need to use VFS Global to obtain a visa consider traveling to countries which do not use VFS Global. These folks are intransigent and really don't seem to care at all how their small decisions affect visa applications.
View full review
2 comments
#1847971

VFS Global Manila is the same! Sucks!

#1847970

I feel you. I am experiencing it right now. Grrr!

View more comments (1)
ID
#1508205 Review #1508205 is a subjective opinion of poster.
Location
Houston, Texas
Service
Vfs Global France Visa Service
Reason of review
Poor customer service
Loss
$5000
Preferred solution
The only solution is to replace the managers who treat customers so poorly.