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Horrible - General Manager (Juan) is useless and negligent
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I purchased a washer/dryer set on November 2nd. I was looking for a recommendation for something quiet as my washer/dryer area is located upstairs. The sales rep (Ron) pushed a Whirlpool Energy Efficient machine, asked me if I had already purchased a drip
pan which I responded that yes, I had purchased one. He NEVER asked if it was installed but told me when the washer / dryer were delivered the installation was included, he added "Make sure the guys don't leave without installing, they get paid on delivery
so we have this problem all the time". Well the guys left without installing the unit, which was delivered on a Friday Nov 8th (I had to take time off work to be there for the middle of the day delivery window I was given). I called Pacific Sales all day and
finally at the end of the day Juan their General Manager told me he would send another installer in the morning (Saturday 9rd) to complete the job. That was done, but the washer did not function. Just simply never cycled, it would power up lock then unlock.
I called Pacific Sales to speak to Juan all week, I left numerous messages with Celine, he never responded to any of the calls. On Friday the 15th Celine finally called me back at the end of the day and said Juan approved a swap with a new machine and it would
be delivered the following day (if I wanted it), despite any plans I had for Saturday I stayed home for AGAIN a mid day window (12-4). A new machine was delivered and installed, the old one was removed. The new machine did not work either, completely different
set of problems. It cycles but water gets trapped in the detergent pan and never makes it to the clothes, moreover ALL of the lights turn off. I tried running 12 loads on different settings and even after 12 loads only 50% of 4 towels were wet. I proceeded
to call Pacific Sales and Juan was not working, I spoke with Chris who was very helpful and followed up at the end of the day stating he did not have the authority to provide a solution but ensured me Juan would call me back the following week. Juan left me
a message on Tuesday morning November 19th with his direct line, I returned the call and left a VoiceMail for Juan directly on Wednesday the 20th, Thursday the 21st and Friday the 22nd. NO RESPONSE. I have had a washer / dryer in my home that are brand new
for three weeks which I cannot use, I've had to ruin two saturdays and a vacation day for delivery visits and my freshly painted white walls have new marks and stains with every delivery, this useless manager doe snot have the decency to return a call for
a unit his company sold to me (which was not cheap) and simply doesn't work. DO NOT PURCHASE FROM PACIFIC SALES IRVINE. They are negligent and will not respond to you once your credit card has been charged, they don't care about your schedule, your time, your
needs. They want to make a sale and the minute that is done they turn their heads. I have never experienced such negligent customer service.
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