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Innovel is the worst service company I have ever worked with in over 35 years of property management. Innovel was contracted by Costco.com to install a stacking LG washer and dryer. The installation is in a rental unit, 1.5 hours from my home. I had three appointments with them as follows. :

Friday: โ€œInstallationโ€

Innovelโ€™s policy is to robocall customers 6-9pm the evening prior to the service call, providing a 2 hr window for the service. For some reason, they called my sisterโ€™s number the night prior. Not sure how they got this number. They also call ~ 30 mins prior to arrival. Again, sisterโ€™s number was used. It was raining the day of installation, and even though I left my garage door open for them to unpack the units, they insisted on doing it in the street. Immediately took the washer upstairs, while the dryer was sitting in the rain. Probably no harm but my guess is the dials and buttons are not water proof. Any moisture that gets inside could be a problem later. Installers clearly did not care. Overall installation seemed ok but rushed. After they left, we tested the unit and it vibrated and rocked significantly during the spin cycle. Called Costco and they said the proper protocol was to have Innovel come out again to balance the units. I then called Innovelโ€™s 800# and setup a balance appointment for 10 days later on a Monday. During this call, I asked them to use my phone number, and to delete my sisterโ€™s.

Monday: โ€œrebalanceโ€

Got a call the prior Saturday evening from Innovelโ€™s 707# (area code) with a professional message โ€œcalling about your appointment this Monday, you should expect a call Sunday evening with your 2 hr window for the Monday service, any problems call the 800#โ€. Well, Sunday evening I did not receive any calls. I then called the 800# and got a recording โ€œclosed for Easterโ€. Called the 707# and also got a recording. Monday morning comes, and I get a call from the delivery guy at the 707# saying โ€œIโ€™m 20 minutes away.โ€ I called him back and he informed my I would need to reschedule, since โ€œI was unable to make the appointmentโ€. As if it were my fault! I called the 800# call agent A said she would call the delivery guys to see if they could make it back to my property to balance the unit. During the time on hold, 2 other agents from Innovel were trying to call me to reschedule. Agent A gets back on the line as informs me that they will be able to make it back to my unit in the afternoon, and suggested I call back in an hour to get status. So I get in my car for the 1.5 hour drive. After an hour of driving, I call Innovel back and the Agent B informs me that I need to reschedule! I told her that Agent A told me otherwise, please connect me with Agent A. Agent B says โ€œsorry, I donโ€™t know Agent A, we have 3 offices, etc etcโ€. She also informs me that โ€œwe have been having trouble with our robocall system. So I reschedule for the following day. Agent B tells me that I should expect a call this evening with the 2 hour window. Yeah, right. I asked โ€œwhat if I donโ€™t get a call?โ€. She says โ€œno worries, if not, we are here until 10pmโ€. Sure enough, not robocall. I called 2 different numbers at 6:45 pm, and each had a recording that they were closed! Well, I found yet a 3rd number and this time someone answered, and provided me the 2 hour window. She then asked to reconfirm my contact information, and she repeats my sisterโ€™s phone number! So I asked them a second time to change the number in their system to mine. She said the cause of this was a computer problem. Well computers only do what people tell them to doโ€ฆitโ€™s an Innovel people problem!

Tuesday: โ€œrebalance (again)โ€

Delivery guys are running early, and the call 1 hour prior to the scheduled 2 hour window to inform me. However, they did not call my number, they called by sisterโ€™s again!!! And of course, she was at the gym and did not see the message. When I arrived, the installers were sitting on the steps waiting. I let them in, they ran upstairs, adjusted 2 feet of the washer, and then put the level on top of the dryer and said โ€œwe are doneโ€. The problem is they only used the balance at the top of both units rather than balancing the washer, and then the dryer. The point here is simple physics. Washer is too high by an inch on the right (wobble wobble) and the dryer is too low by one inch on the right. Guess what, place the level on top of the dryer and voila, it appears to be balanced! While I insisted they balance both, they refused and asked my to sign their work order. The installer said โ€œI know what Iโ€™m doing, I have been doing this for 14 yearsโ€. When I spoke with LG Tier 2 support, they said that the installer was wrong and both units require balancing. Too bad Innovel does not have a process to assess the skills and customer engagement of their installers. I guess he will be doing it another 14 years. I ordered some rubber feet off Amazon to fix the problem but did not use them as I wanted to ask the installer whether I should. He said โ€œno, I will make your unit tallerโ€. What he was really thinking โ€œI donโ€™t want to pick up the washer/dryer to install themโ€! When I asked the LG Tier 2, he said the rubber feet would definitely help! As the installer was leaving, he was suggesting that I have a defective unit.

When I called Costco back, they suggested sending Innovel out yet again, but I decided to go with LG tech instead.

Reason of review: Bad quality.

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Trenity Lar

Did the LG tech solve the problem or was your machine defective? I just had a LG stacked washer and dryer installed on May 28 and the washer was not leveled during installation.

In addition, I donโ€™t think the drain pipe was installed correctly either because I am hearing a gurgling noise. I am having them come out tomorrow to redo the installation per the LG installation instructions but I am not having high hopes after reading about your experience.

The first time they came out I requested that they run a rinse and spin per the LG instructions to test the machine and they said โ€œwe donโ€™t have time for thatโ€. I am experiencing shaking and squeaking in my dryer when my washer gets to full spin and a gurgling noise after the draining.

InnovelSolutionsCares
reply icon Replying to comment of Trenity Lar

ForgetfulBeaver475, We strive to deliver a smooth seamless delivery while providing a professional connection and set-up for all appliances. We would like to look further into this situation.

Could you email us at Welisten@innovelsolutions.com with your order information so we can begin looking into this delivery process and identify what went wrong?. Thank you.

Trenity Lar
reply icon Replying to comment of InnovelSolutionsCares

Thank you for your quick response. I sent an email yesterday to welisten@***.com but did not get a response back.

I am hoping the Senior Team that comes tomorrow is able to properly install the stacked washer and dryer and fix the problems. The LG installation checklist is specific about what should be done but not all the steps were followed. The LG checklist that was taped to the washer states โ€œIt is critical to adjust the legs perfectly. The final leveling check must be done while the washer is spinning with a real load.

Run the washer with a test load to make sure your washer is properly leveled.โ€ I requested this test to be done and they said โ€œthey didnโ€™t have time.โ€ In addition, the Costco dryer vent kit contains two elbows, two brackets, and the semi-rigid pipe. The installers claimed they didnโ€™t have the elbows. Then after I showed them the picture taken off the Costco website showing the parts in the vent kit they found an elbow in the truck.

Innovel Solutions needs to allow the installers enough time to properly install the machines per manufacturers instructions. The team told me they had 18 deliveries that day.

InnovelSolutionsCares
reply icon Replying to comment of Trenity Lar

ForgetfulBeaver475, I do apologize it looks like we did not receive the email sent. Can you please resend the email providing your name and order number. Thank you.

InnovelSolutionsCares

We're sorry to hear that you had difficulty with your delivery. We would really like to get all the details from your order so the correct parties are contacted and prevent any future incidents from happening.

Please provide name order number or phone number via email to WeListen@innovelsolutions.com so we can look into this problem and take the pertinent actions. Thank you!

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