Mascal Inc

I would like to clarify several points because the response above does not accurately reflect what actually occurred. Neither my father nor I were abusive or disrespectful to anyone. We simply asked why we were being charged $150 for service on a Whirlpool appliance that is currently under warranty. We were directed to your company by Whirlpool for the repair, and based on the communication we received from Whirlpool, all warranty documentation and service details are provided directly to the authorized service provider. Customers are not expected to provide additional documents when scheduling a warranty service. In fact, I have written confirmation from Whirlpool stating that the necessary warranty information is shared directly with the subcontracted service company. This is why it was confusing to us when we were repeatedly asked for documentation and told there would be a charge. When I personally called today, the conversation lasted less than a minute. I calmly said that I would listen to your explanation and then hoped you would allow me to explain my side as well. Unfortunately, before I could finish speaking, the call was ended. When I called back simply to continue the conversation and understand the situation, the call was ended again. At no point was there yelling, abusive language, or hostility from my side. My only intention was to understand why a warranty repair was being treated as a cash service. Thankfully, Whirlpool was very helpful and assisted us in finding an alternative service route, and the issue is now being handled. What is particularly disappointing is the tone of this response and the personal accusations made publicly, including labeling customers as “privileged.” A customer asking reasonable questions about a warranty service should not be met with hostility or personal remarks. After reviewing other recent feedback from customers mentioning similar concerns about rude communication and unprofessional behavior, it appears that our experience may not be an isolated one. I am simply sharing our experience so others can understand how this situation was handled. Ultimately, a company’s reputation is not built by one review, but by the pattern of experiences shared by its customers.

I normally don’t leave negative reviews, but my experience with Mascal Inc regarding a warranty repair for my Whirlpool appliance was very disappointing. Whirlpool had already assigned this company for the repair, yet the person answering the phone was extremely rude and repeatedly demanded documents to prove the warranty. Whirlpool confirmed that they had already provided the warranty information to the service company. The only document we had was the purchase receipt, which we offered, but instead of assisting us the representative became dismissive and even stated that they would put us on a list and refuse service in the future. They also attempted to charge $150 for a service call, even though the appliance is still under manufacturer warranty. Very unprofessional customer interaction and a frustrating experience for something that should have been a straightforward warranty repair.

THIS IS EDITED TO ADRESS RESOLUTION Our first experience with this business was positive HOWEVER our second was strained and difficult at the start. They came out on a warranty call for our fridge and oven. The tech pretty much said I was wrong in what I was reporting to have happened. That is NOT the reason you should not use them. We were charged 150$ as they said whirlpool would not pay for the visit. I WAS ASSURED BY THE OWNER if whirlpool did pay our money would be refunded. My husband was told the same thing. I spoke to whirlpool they agreed to pay for the visit. A lot of things followed that should have been between whirlpool and the business not the customer. Finally I just read the other reviews you should as well the company’s response to THEIR customers comments are horrible and in one case unprofessional. What company says have the day you deserve? I do not see a single negative review that the company accepted responsibility for or at the very least responded to kindly with any concern for that customer’s experience. I can own I was angry and frustrated during the visit probably not likable as a person. I am at a complete loss for words I would have recommended them originally and can’t wait for the response to this issue. ALSO I do have the name of the whirlpool staff that guaranteed payment called the owner and was told she would not refund our money. I spoke with Janet the owner I addressed I felt communication was lacking that we could have been told measures to fix this would be looked into today. She was pleasant and professional on the call and kept me updated to the progress. Mistakes were made by Whirlpool as well as Mascal which Janet took accountability for. In the end a customer should not be put into something two companies should be working out but Whirlpool did step up and refund the charge to us. Though I disagree with everything that happened above as I stated I do appreciate Janet speaking with me today explaining things her professionalism and understanding as to why I was so upset. Also taking accountability was a huge step in getting me back to believing in them as a company. For those reasons I changed my rating. I have had more interactions with Janet about the repair and every time she has been helpful professional and respectful to me as a customer. After everything I believe the accountability and interactions since is a reason to give the company a try for repairs.

I had an unfortunate experience with the staff who are very rude. I run a medics practice and asked for a call because I might be with a patient. I didn’t hear the call and they want to charge me a $129 cancel appointment fee. I didn’t sign a contract, it was not in the agreements. You can’t expect people to sit around for five hours waiting. When I called them back after leaving the patient, they said he went to the next client. So they didn’t loose any money! I just rolled to the next available. Texting is also a horrible way to communicate. I snd hope most Americans don’t sit around watching text messages to come in. Poor way of communicating. .

My LG washing machine was under two months old when I experienced an issue. After being told I had to use the manufacture's warranty, I went through a nightmare with the first company they tired to set me up with. I was then scheduled with Mascal, Inc.. From the first call, the scheduling, the day before appointment call, and then the service call itself, everything went perfectly. Very friendly and professional. If you need service, I highly recommend them.