Golden In-Home Service

Terrible sums it up. Big box appliance store subbed out warranty work to Golden in house services. They did not diagnose correctly and ended up coming out 4 times. Once with no part and once to replace circuit board. Did not fix issue. Frig has "smart app" that allows it to send diagnostic to LG tech. Ten mins and they told me exactly what issue was. Still do t know why Golden did not do that on first call. smh. Tech on forth visit almost done so I'll know soon if this finally worked. Oh yeah, he brought same part the "smart frig" diagnosis indicated when I called LG. Oh well

Run from this company as fast as you can Recently our washing machine started leaking due to a broken pump. Samsung recommended Golden In-home to replace the part. Here is a summary of my experience: -Golden In-home sends a tech out who replaces the pump. -My washer is still leaking so Golden sends another tech out to investigate. He says I need a new “Clutch” but does not have the part -Golden sends out another tech with the part. It’s not the correct part so they need to re-schedule -Finally a tech shows up at 7 PM with the correct part and installs. -My washer is still leaking and now is making a loud clicking noise. -I call another repair company for a second opinion. I have a leak in my hose. I’m told that a bad clutch would never be the reason for a leak. -I have Golden send someone else out to fix the bad clutch they installed. They install another clutch. -My washer is still making clicking noises. I’m wondering if they caused the entire issue by putting in a clutch that was not needed. I ask them to come out again to fix the issue. -They tell me I’m passed the 60 day warranty on their service. -I tell them the last clutch they put in was installed less than 60 days ago -They tell me they start counting from the original day of service in which I paid them

Very Poor customer service. I had an issue with a Samsung product under warranty and I set up a service ticket with Samsung and they told me to contact Golden In Home Service to schedule a service date. Now this company is the only Samsung repair center in my area and they know this. I contacted them to set up a time on a Thursday. I was told then that there system has not got the info from Samsung yet because Samsung computers are down. I was told that I should receive a call tomorrow or Monday at the latest to set up a time. Well I hear nothing from them and now it's Tuesday , so I decided to call them. I had to speak with the lady (Melinna) who schedules my area. 1st phone call at 9am I was told she was on the phone and I will get a call right back. I here nothing! I call back at 12:30pm and was told she was out to lunch and that she would call me back as soon as she returns at 1pm. I hear nothing! I call back a 3rd time and finally get her on the phone just to find out that my service ticket was cancelled and I had to call Samsung back to get another service ticket. Well by now I was upset and I asked her If she can at least put me on the schedule so I am not pushed back even further and she said, no my system wont let me. I got upset and hung up the phone and called Samsung back. Created another service ticket with Samsung and they informed me to call back Golden In Home Service to make another appointment. I know call them back for a 4th time just so they can tell me that they cannot offer me service because I got upset at them for never calling me back to set up a time. They told me they have strict policy against rude customers. I then ask for a manager and then she tells me the same thing, that they cannot service me because I was rude on the phone!!! Are you kidding me! I have every right to be upset about not ever getting a phone call back from them after 4 days and 3 phone calls. So now I have to go back to Samsung and try to see what they can do to help. The manager(Candy) was very unprofessional and just laughed and told me to have a nice day very sarcastically. I have never had to deal with a company that treats customers this way.

This has to be the worst experience to date that I’ve ever had with a company. Golden in Home Service gives the appearance of being extremely disorganized and a complete lack of customer service. Samsung provided me with a ticket number and told me that I could contact Golden in Home Service directly to save time, that they only needed the ticket number to schedule me. When I called in a gentleman answered the phone, put the phone down and after several moments came back saying that they do not have my ticket and he doesn’t understand why Samsung told me that and they would call me when they received my ticket. After several hours a representative called me asking questions about the problem my dry was experiencing and I described it to her several times, each time she repeated the exact opposite of what I said back to me, she then provided me with a service time that is 2 weeks out; I personally do not feel that scheduling me 2 weeks out is handling a service call in a timely manner. I asked to speak with a supervisor and was informed that she was in a meeting and then the representative said she could move the time frame up; I told her I still wanted to speak with her supervisor. The supervisor (Candy) called me back and was extremely rude to begin with, she called me by the wrong name 3x and each time I provided her with my correct name and then she informed me that I was wrong. I am very familiar with my last name and while my last name is long due to it being hyphened, I find it very disrespectful when people do not want to state my whole last name and shorten it. I don’t mind correcting someone a couple of times but not argue with me about my name. Candy then explained to me that they had 13 service technicians and they were receiving 100’s of service calls a day, even if that’s the case that is no fault of my own. If the company is unable to properly handle the call volume and expectations of Samsung and other providers then should hire more employees or let Samsung and the others know that they are incapable of providing the services they require in a timely manner so they can find a company capable of providing the much needed service and hopefully some level of customer service since Golden in Home Service isn’t capable of doing such.