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I called Mars on 8/12 asking for a tech to come to my Great Clips store to repair Our washer. They have been out 3 times, washer still inoperable. Called on 8/12/13 for a tech to repair my washer, I was told the tech would be there on 8/15/13. The tech stated the washer's hair filter was clogged he cleaned it and stated it was working properly and left. That night we started a load of towels. When the spin cycle started it sprayed water everywhere out of the hair filter because it was not closed correctly. This damaged the dry wall behind the washer. I never asked for the drywall to be repaired, nor did Sue offer or say she was sorry. I called Mars on the am on 8/16 they sent the same tech out on 8/16 he wrapped black electrical tape on the hair filter, and said he would order a new hair filter for the back of the washer. He stated he would be back to replace as soon as he received the part. The washer was working but temporarily. On 8/19 the tech came back and installed the new hair filter, stated he ran it through a cycle and it was draining properly and asked my stylist to sign off on his work. She signed off believing what he said to be true. That night I received a call my stylist explained the washer still wasn't draining. So I called Mars again on 8/20 in the am. I spoke with one of the owners Sue. She stated it would be Thursday the 22 or Friday the 23rd before they could get a tech back out to my shop. I explained this had been an ongoing problem and we were a hair salon could they not do any better than that it would be almost 2 weeks without a washer and we have to have clean towels it is very important. Sue became very unprofessional raising her voice stating they were in the process of hiring more techs. That was the best she could do. I told her we would no longer use Mars for our repair needs and I was going to contact the BBB. She became really angry at this point yelling at me to the point I told her never mind I would call another repair company out that wanted my business and would treat me with respect and be professional to me.I guess the owners need a lesson in customer service, she behaved horribly because she stated I threatened her, by stating I was going to take my business elsewhere. I explained this was my right to choose who I used and didn't use. I told her to have a good day and hung up on her. Sue then proceeded to call my Great Clips store and yell at my staff about the situation telling them it was their fault, that they shouldn't have signed off on the invoice if the washer had not been repaired. They explained her tech had told them he ran it through a full cycle and it worked properly, and they believed him. They were cutting our client's hair and didn't go check until they started towels later in the day. Sue was so angry and verbally abusive to my staff and this was completely unnecessary. My stylist who spoke with her ended up crying and hung up on Sue. Anyone who has the thought of using these people need to think twice because they have no customer service skills nor can their techs repair a washer. They have been out 3 times and my washer still was not operating properly. I called another company out they came out the same day and had our washer working in no time. They could not believe the story we told them about Mars, but said they had heard quite a few clients complaining on Mars customer service issues. \r
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