I have never complained to a website or better business bureau in my life, but I have also never had this kind of customer service in my life.
It started from the day I bought my refrigerator. We purchased it from the Fenton location and it was in the dent & dings section because it had a very small dent on the front of it. We specifically asked if there were any other problems with it and were told that is the only issue. Upon getting it home and bringing it into our house we noticed a tag on the back of the refrigerator and it said remanufactured. So I called them and they apologized and said that the computer must have been wrong. So they gave me a 10 year warranty on it to try to make me happy.
A short time later we had an issue with the refrigerator part freezing everything. They came out and installed a part after 2 attempts they finally showed up. Then we had an issue with the ice maker and instead of having them scheduled to come out and not showing up-we had them mail us the part and my husband did it himself.
A short time later we moved and when we moved the refrigerator into our new house we put it downstairs because once again it is freezing everything. It has been like this for a good year or more and it has taken me that long to call and schedule service on it because I new what the service I would get would be like.
I called and scheduled them to come out on a Tuesday and scheduled off work for this. I was home by 12:45 and at 4:00 I was still there with nobody showing up to repair my refrigerator. So after several conversations with the customer CARE representatives at American and over 3 hours taken off work -they said they would come back out on my time when I didn't have to take off work. We scheduled it for 5:00 on Monday and my husband took off 45 minutes early to make sure he was there in plenty of time. Once again, they never showed. Not even as much as a phone call. When I called them at 7:30 they reassured me that the technician should still be coming out-they work until everything is done. At 8:30 when I called them to tell them that no one ever showed up, alls they could do is apologize and we will have some one look into it.
I would be embarrassed to work for a company that treats their customers the way American has treated me every time I have scheduled service. I work in customer service and would never allow the employee that work for me to be this unprofessional.