Platinum Mechanical Services

Please be sure to click on the link for «other reviews that are not recommended» because most of them are complaints.
My review is about the grief in making an appointment with them, as I ended up not having my appliances serviced by Platinum Mechanical Services after said grief.
We just bought a brand new construction condo which had Fisher Paykel appliances installed. The stove has 1 burner that isn’t functioning properly, and our dishwasher doesn’t seem to be accepting the settings in the lower compartment. We had the developer (seller) get in touch with the FP sales people who in turn sent us to PMS for repair (under warranty).
Richard was my first point of contact and he seemed very nice in taking my appointment. I will say that it’s very difficult trying to work around THEIR schedule because they are only Monday-​Friday between 9 a.m. and 5 p.m. Essentially it’s an 8 hour window, but they call you the day before to narrow it down to a 3 hour window. I put in a request for a 2−5p window so that my fiancé can take a half-​day and meet them. Otherwise, one of us would have to take a whole day off just to meet a repairman. Ridiculous. Anyway, I got a call the day before we were scheduled for an appointment, and Michele is the one that called this time. She said they’d be there between 9a and 12p, said that there is NO note of our requested 2−5p time frame from Richard. Well, that doesn’t work unless they want to meet nobody. I told her we’d need to reschedule. But in the meantime, I ended up talking to our developer and he said he could meet them as long as they can give him 30 minutes notice to meet at our building. I called Michelle back the morning of our what-​would-​be-​appointment as a last ditch effort to see if they could make it work. I understand how businesses run and that things change, and I said we’d need to reschedule, but politeness and common courtesy goes a long way. Oh, and I also asked her again if there was any way we could narrow down a time because, as I told her, we need to take time off to meet these repairmen and she literally said, «Even if you were the owner’s mother we can’t guarantee a time.» Wow. I’m SO OVER THE MOON about referring you guys.
Needless to say, we had our developer figure out a different solution to address our repairs.

I have a refrigerator that is less an a year old and still under warranty. One day it just stopped working without warning and would not cool any more. It also started making loud noises and shaking the floor. Upon speaking with the manufactures support line I was given the number of Platinum Mechanical Services.
The initial interaction was completely expected. I called the number, explained my problem — not cooling and loud noises. I even explained that I had turned off the power to fridge to avoid it causing any more damage should there be something mechanical wrong. They schedule a service call and said they would call the day before to provide me with a 3 hour window.
On the day of service, two men came into the house and said «We can’t take off our shoes because of insurance reasons. Hope you understand.» Most other service companies have disposable shoe covers, but not Platinum.
They then proceeded to upon up the fridge and turn to me and ask «Why is it off? This is going to be big problem for us. We can’t do any troubleshooting.». I said, «Well it was making very loud noises and you couldn’t get here for 2 days. I told the person on the phone that I was doing it and she didn’t say it was a problem.» I was then yelled at by one of the men, «You should NEVER turn off a fridge when it has problem. There are a dozen different reasons why it could have failed…(5 minute lecture on fridge repair 101).» They moved the Friday out slightly and looked inside the freezer, but didn’t really do much of anything. He then proceed to pack up all of his gear and tell me I needed to call to schedule another appointment. While they were there moving the fridge in and out, I asked them how hard it was to move a 6-​burner stove out from where it was to remove all of the blue plastic that was left on the sides from installation. They told me it was a 10 minute job and to remind the dispatch if they actually do repairs.
After they left, I called the same women I spoke to a few days earlier and explained what happen and she told me that she was sorry that this happened and that she could reschedule. She then let me know that the next appointment was about 5 days out and put me down for it.
The same process again took place with phone call the day before to provide a 3 hour windows, but this time they no-​showed completely. Not a phone all or anything to explain why. It wasn’t under I called 15 minute before the time window ended did I learn that they «may have been tied up at an earlier job and wasn’t going to get to me today».
I rescheduled for a 2^nd time and they did finally show up. They concluded that there was about 2 or 3 major parts that needed replacing, but the parts needed to be ordered. The next day we received a call and they said the parts were backed ordered and it was be at least 2 weeks before they came in.
They finally arrived and we got a call to schedule yet another appointment. While on the phone, I reminded them about the stove and the women said she would put it on the ticket, but there will be a small labor charge for the 10 – 15 minutes they spend on moving it out and back in again. I was fine with that and she scheduled the appointment.
The repair day was finally here and they arrived at about 10:30am. They spent a little more than 3 hours on the repair. About ½ through, I reminded them that I needed their help to move the stove out so we could remove the blue plastic. One of them proceeded to tell me that I should be aware that they needed to charge me for that tasked. I agreed and said I spoke to the dispatch and was aware there would be a labor change for 10 – 15 minutes. They corrected me and said, «We’ll that’s true, but we also need to charge for you the service call as well which is $ 150 dollars.» I had a strong sense that they were trying to make extra money off me because the warranty repair took longer than they expected, so I pressed the issue. I then received a 5 minute lecture on how liability works, etc. I told them to forget about moving the stove and to just finish the fridge repair.
After they left, I called back the service line to complain. I spoke to the same person who told me that there would only be a labor charge and she agreed with my interpretation of what she told me, but said, «I’m really sorry this happened, but there isn’t anything I can do about this. The person you were dealing with was the owner of the company and he is my boss.»
It was that final statement that prompted me to write this review. It is an example of exact not to treat your customers — the rude interactions with the own, the failure to make appointment and then the surprise charges when a customer really wants a job done.
I will never do business with Platinum ever again, and I strongly recommend you look elsewhere for appliance repairs.