ComplaintsforS & S Appliance Parts & Service, LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  S&S was originally scheduled to repair our washer machine on May 13, 2024. This was coordinated by whirlpool themselves because our Maytag washer was under warranty and qualified for free repairs. We were informed that S&S would call us on May 10 to confirm our repair appointment. On May 10, we never received a call so we called them ourselves only to find that no ticket was found in their system. We asked to speak with a higher up and they were able to find our ticket, but they had to push out our repair date to May 16 because they needed to send 2 technicians since our washer and dryer are stacked. Some context: we informed whirlpool our washer and dryer was stacked and this was our THIRD attempt at getting this washer repaired. So to have to call and find out we would be rescheduled AGAIN was infuriating. On May 15, we got a call saying that there was no point in them sending two technicians to come out and diagnose the problem on May 16 when they already had the error code and knew what repair was needed, so they could just order the part needed for the washer and come out and repair it another day all in one appointment. Why were we not told this in May 10 or May 13 when we called them? Why did it take them until the day before to decide this? Now we have to wait another week when our washer has now been broken for 2 months!! This repair company wont actually come out and repair anything. They continue to reschedule us and not do their job.

  Business response

  05/15/2024

  Thank you for brining this to our attention. We are researching where the breakdown took place and will use this for training for all individuals involved. We have this currently scheduled for 05/22 with a 2nd person coming out with the technician. The drain pump has been ordered and the current ETA from the authorized parts distributor has the part being delivered to the technician on Monday 05/20. We are so sorry for how poorly this was handled and ensure you will not have any other problems moving forward. 

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was billed $215.00 for a covered warranty repair. This is the message I sent and still havent received a reply. I dont think it is asking too much to call me back after 3 phone calls and message. I have left three messages over an eight day period and sent an message on their website. I tried calling their main line and no one answers and you stay on hold forever until you finally give up.On 04/01/24 Your technician came to my house to repair my refrigerator. At the time of the repair, he contacted Whirlpool to confirm that it was covered by an extended warranty. He had his phone on speaker while he was talking to the person from Whirlpool and the Whirlpool representative confirmed it was covered.Your service man advised us that there would be no charge as it was covered by the extended warranty. I received a bill from you for $215.00 for a service call. I called and was referred to *********************. *************). I called three times 4/30/24 9:24 am, 5/6/24 8:15 am, and 5/7/24 9:20 am and left messages detailing my problem. I also called your main number after leaving a message and was placed on extended hold. I hung up after being put on hold for an extended period. Is there any possibility of having someone contacting me or do I have to make a trip to ********, ******* to speak with someone? Thank you for your time.

  Business response

  05/09/2024

  Someone will be calling you to discuss. We show this product is out of warranty and the manufacturer shows it was purchased on 08/23/2019. That is the reason for the bill. But, once we call, this can be discussed. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ***** Appliance was called by the company that is listed to call in the paperwork for my KITCHEN AID. They arrived on Feb.27 , The tec. said that he had reset the dishwasher and if that did not fix the problem I would need a diverter pump.The tec. told me if I had to have the diverter the $130.00 service charge would be eliminated if I ordered the part from S& S within 30 days.l payed service charge.After tec left the washer failed.Called S&S on Mar 1 '24 to order diverter.Was given invoice # for my order.Cost of part was quoted at $240.00 plus labor would be $485.00 minus the service charge. Spoke to a person named ****** that was supposed to order the part.She did not.Spoke to a person named *****,same scenario, finally on March 5 ,I was able to contact a person named **** who said not to worry he was going to order the part as it had not been ordered.Did not hear from anyone about the order and I am calling to check the order status but no one answers my call. I am meeting the 30 days or I loose the service call money so I have to drive to S& S to speak to them in person.I spoke to ****.I don't think **** had ever ordered the part .Approximate March 27 a tec. drove to my home on the service to install new Diverter pump.He showed up after me waiting all day and forgot to bring the Diverter pump to install.Called S& S the next day to report the problem and to tell them to send a Tec. today Mar.28. They did.Tec. installed the part.While he installed the part I ask if he was going to write an invoice and part and labor warranty and he said yes he would give me that.The tec left without providing anything .No Invoice No Warranty. I paid with a check ,the amount was $368.80.When I realized I did not receive the invoice nor the warranty I cancelled the check.I tried to resolve this with a person named ***** he said he had been working for S&S for many years.We agreed that if he would mail me an invoice and warranty I would mail S&S a check for $368.80 minus the $30.00 my bank charged for the stop payment on check # *** and ***** agreed to those terms.It is now April 5 '24 and I have not received the invoice or warranty.

  Business response

  04/08/2024

  Our Service Manager ***** mailed the warranty receipt to the customer as requested the day after he spoke with the customer. I spoke with him this morning and he is going to mail a second copy. The customer put a stop payment on the check immediately after service. Our belief is the customer is not going to pay for the ********************** provided at all. Our hope is the customer will stick to their word and resubmit payment once the receipt is received. 

  Customer response

  04/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.However it says that ***** mailed the warranty and invoice after we spoke at the last of March '24.This is April 9 '24 and  still haven't received anything from S&S. ***** has my word that I will pay the invoice amount minus the $30.00 check cancellation fee as we had agreed on Per our phone conversation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is contracted with Whirlpool for appliance repairs. It took 3 weeks to get my first appointment with them. The day before my first appointment they called to reschedule. I explained that I have waited 3 weeks for this appointment and had to take off of work to be home they apologized and stated the technician was out on a family emergency. They have now rescheduled a total of 5 times with the same excuse over 6 weeks. I suggested that they reach out to whirlpool and let them know that are unable to meet their contractual obligations because I have taken off of work 5 times to be home for an appointment. I am a RN and I cant afford to continue to do this. I have also reached out to whirlpool every time this has occurred. This company has cost me a lot of money of time taken off and they simply dont care. I have now read reviews of this company and this is happening to people all over my area.

  Business response

  03/21/2024

  Thank you for bringing this to our attention. We will be the first to admit we have had problems with scheduling in this zone. Finding employees has been a trial at the very least. We have been ********* a new tech who is in training and will relieve some of the pain in the area. In your particular circumstance, the reschedules were in large part to a sudden death in the family of **************. We are so sorry for the inconvenience this caused, you are on the schedule for tomorrow. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the only authorized whirlpool refrigerator repair in mobile. Whirlpool scheduled me for 5 month old fridge that quit working, whirlpool company shows repair service call confirmed. SS failed to contact me, failed to show up as scheduled 3/12/24, has not returned my email/contact, DOES NOT ANSWER THEIR PHONE, AND disconnected my call. DO NOT DO BUSINESS W THEM

  Business response

  03/13/2024

  Thank you for bringing this to our attention. After researching your information, Whirlpool scheduled service on 03/20/24 for your refrigerator. Your single point of contact ****** sent a welcome text to you on 03/11/24 when we received the dispatch with all her contact information. We are sorry for any confusion this may have caused. ****** will be reaching out to you today. 

  Thank You

• Initial Complaint

  03/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of Purchase: April 2023 Description of the Problem:Shortly after installation, the microwave began displaying an error message indicating the door was not closed, requiring manual pressure to operate.Multiple service requests (totaling 9 visits) were made to address the malfunction, with each visit concluding without resolution and accompanied by various excuses.Scheduled service visits were unmet without prior notification on two occasions, disrupting personal schedules.A recent scheduled visit was canceled last minute due to unforeseen circumstances, with no prior notification until proactively contacted by us.Continuous delays and lack of a definitive resolution timeline have compounded the inconvenience, leading to an unacceptable customer experience.Resolution Sought:Immediate and effective repair of the microwave wall oven combo to fully operational status without further delay.Alternatively, a replacement of the defective unit if repairs continue to be unsuccessful.Compensation for the inconvenience and time lost due to repeated unsuccessful service visits and lack of communication.Supporting Documentation:Include any receipts, service order numbers, and records of communication with both Kitchenaid and S and S appliance.Conclusion:The level of service and product reliability experienced is unacceptable and not reflective of the standards expected from Kitchenaid and its service providers.A swift and satisfactory resolution is expected to rectify the significant inconvenience and disruption caused.

  Business response

  03/22/2024

  Our service manager will be contacting you today 03/22/2024.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had 3 separate appointments canceled BY THIS company - they've scheduled them, we've confirmed them and left our work to be home during the time they told us to be there only for them to no-show/send an email canceling the appointment. Not a call, not an apology, nothing. Calling them gets you no where but being on hold for 30+mins. The sweet lady who answers the phone gave us a number to a dispatcher for our area but shocking - that number was disconnected so back again to being on hold. They are a contracted company for Whirlpool. Family of 6 without a dishwasher is first world problems I know, but come on. I can't answer the next question because a. THEY HAVEN'T COMPLETED THE WORK and b. it's warranty work. It has cost myself and my wife time away from OUR JOBS to be home and present for the canceled appointments. So it's cost both us and our company money due to lower work productivity and time after hours catching up on our work as opposed to spending time with our family.

  Business response

  02/26/2024

  We apologize for the experience that you had with our company. Thank you for bringing this to our attention to perform more training and bring corrective action. We have been undergoing a complete shift in customer ********************** since the beginning of the year to provide a single point of contact/concierge service experience. During this transition, there have obstacles and strain on our team, but everyone is aligned on this new process and excited for the positive change that it will bring. We see the service was completed on your Dishwasher on 02/20/2024. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with my warranty company on 1-17-23, S&S appliance came out two weeks later and was supposed to look at my washer and dryer. They refused to look at the dryer. Said the washer was condemned. They are impossible to get in touch with. My warranty company approved for them to fix the washer, but also cant get them on the phone to make the repairs or look at the dryer. Ive been without a washer or dryer, they took money and havent made any repairs or completed the service.

  Business response

  02/28/2024

  Thank you for bringing this to our attention. We have researched your claim and were able to pull the authorization from the American Homeshield Portal. Someone will be contacting you today to update and provide their information to you as your single point of contact for the remainder of service. 

  Customer response

  02/28/2024

   
  Complaint: 21287371
  
  I am rejecting this response because: they didnt bother to call me today. 
  
  Sincerely,
  
  *************************

  Business response

  02/29/2024

  I am sorry for the missed call yesterday, someone will be contacting you within the hour. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  ***** is the service provider for lowes in my area for service calls.We have a clothes washer that is 10 months old ( under factory warranty ) and quit working around the 18th. ***** setup an appointment for us with ***** on the 24th of January.January 24th rolls around, I take off work, ***** shows up. We call ***** and they tell us that we cancelled the appointment. We did not receive a phone call. While we were on the phone with them then, we setup another service appointment for Feb 2nd.Feb 2nd rolls around, I take off work, attempt to call ***** to confirm they are showing up. I call them from for 4 hours straight and noone answers. I finally repeatedly call a service tech whose phone number we have, and he tells us that we aren't even on the schedule. He calls the front desk for me to tell them to call me.When the front desk finally does call me, they say they've never had an appointment for us. Takes my phone number, the date that they can come out next ( Feb 7th ), and that it will be resolved.I've been calling this business, during business hours non-stop since Monday morning at 08:00, ***** has answered the phone. ***** has answered their ******** page. The service tech that answered our calls last week is not answering text messages.This is the worst experience i've ever had with any company.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Kitchenaid outsourced to s&s appliance for my dishwasher. We scheduled it for 1/3 but there was a scheduling issue and they pushed me back to 1/5. Ok no problem. I told them i knew what the problem was and they confirmed the same issue. Yet Im charged $130 for them to tell me that. They then have to order the part and push me out a week for the following Friday 1/12 for a window of ****pm. I then receive a TEXT at 11:37 on 1/12 that their tech pulled a muscle and they will have to reschedule for NEXT WEEK. 1/18. I call their office that same day to speak to a supervisor about the issue and nobody is availablethe secretary leaves messages and says that there is another supervisor but he never answers his phone (how lovely). I left a voice message about my concerns and how unprofessional it is to be texting these matters and still have not received a call back. Today 1/18 the day before my next scheduled service I receive this This is S&S appliance , the tech has advised that he will be out until next week, due to his back injury, however he has the parts and any additional parts needed for the repair, therefore I am unable to send out a different tech , so the soonest appt I have is 1/24/2024, I am so sorry for the inconvenience. Again being pushed back another week!! And again letting me know VIA text message. This company does not care about their customers. Their managers are unresponsiveyou cant get ahold of anybody. Since no services are rendered and Ive been without a dishwasher for over a month I am asking for my full $130 back, as I will now have to find another company and pay them to get the job done.

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