Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially contacted S&S for a service call on my Whirlpool refrigerator for not cooling. I do also have a home warranty, but had a previous positive experience with S&S on this same unit (warranty) and was willing to forgo the involvement of the home warranty company in order to use S&S. I scheduled an appointment (at my cost), the tech showed up, diagnosed the problem and stated it would be it would be approximately $600, just in parts, to repair. I told him that I would now discuss with the home warranty company and request that S&S make the necessary repairs. However, upon discussing with the home warranty company, I was told I could not specify which company would be used. I then decided to let S&S make the repair, again at my cost, as that they had shown to be very competent to that point. Then the fun began. I called back to get a firm quote from them and was told someone would call me back with a price. After a week with no one calling, I called again and again was told that someone would call back, but, again, they never did, Over the past four months, I have made repeated calls to the company to discuss, left messages and sent numerous emails, all with zero response. Bottom line - I believe this company has a good technical component, but their communication, customer ********************** and follow-up is just plain terrible. Just be aware of this if you are considering doing business with them.

  Business Response

  Date: 04/18/2025

  Thank you for contacting us. I am so sorry that you have had this experience. Someone will be contacting you today. 

  Customer Answer

  Date: 04/21/2025

   
  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 **** spoke with ******* ******* with S&S today (18APR25) and discussed my frustration & disappointment with my last experience with them.  She was apologetic and stated that S&S had recently made changes in their communication systems in the hopes of improvements.  I told her I would not use S&S again, nor could I, in good conscience, recommend them again as well.  Hopefully future customers will have a better experience, based on these changes.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 8/16/24, I CONTACTED WHIRLPOOL CUSTOMER ********************** ABOUT MY WASHING MACHINE LEAKING. THEY EXPLAINED THEIR PROCESS, I PRE-PAID THE SERVICE FEE, AND WAS TOLD S&S APPLIANCES WOULD BE OUT TO MY HOME ON 8/27/24. AN HOUR LATER, I RECEIVED A TEXT FROM S&S STATING THEY WOULD BE OUT ON 8/30/24, AND TO CALL WITH ANY QUESTIONS. I CALLED AND REQUESTED AN EMAIL USING THEIR CONTACT FORM, AND NEVER RECEIVED A CALL. ON 8/30/24, A ****NICIAN ARRIVED, CLAIMED THERE WAS *******, IGNORED ALL QUESTIONS FROM MY WIFE, THEN LEFT. MY WIFE RAN THE MACHINE HERSELF AFTER THE **** LEFT, AND IT BEGAN TO LEAK EVEN WORSE. I TEXTED THE **** TO LET HIM KNOW THE LEAK WAS NOT REPAIRED, AND HE DID NOT RESPOND. I CALLED THE S&S OFFICE, BUT AFTER 15 MINUTES ON HOLD, THE LINE DISCONNECTED. I CALLED WHIRLPOOL, REQUESTED AN ALTERNATE COMPANY, AND WAS TOLD S&S IS THE ONLY AVAILABLE COMPANY. THEY PROMISED A SENIOR **** WOULD COME OUT AND BE ON THE WHIRLPOOL HELP LINE WHILE ON SCENE. SO FAR, NO ONE FROM THE COMPANY HAS REACHED OUT TO **. THEY ARE SUPPOSED TO BE OUT TODAY (9/3/24) AND NO ONE FROM THE COMPANY CAN BE REACHED TO CONFIRM AN APPOINTMENT.AT THIS POINT, THIS HAS BECOME THEFT BY DECEPTION, PROMISING A SERVICE, YET REFUSING ANY CONTACT AFTER PAYMENT. IT'S NO WONDER THIS BUSINESS HAS AN F RATING WITH THE BBB AND A 1.6 RATING ON ******* ************* FULL OF THIEVES.

  Business Response

  Date: 09/03/2024

  We are sorry for the trouble this has caused. This was a dispatch through a fixed repair contract with Whirlpool. We are unable to produce any type of refund for the contract that your purchased from them. We did however receive another dispatch from Whirlpool with this fixed repair option that was sent to us scheduled for tomorrow 09/04/2024. The technician will be returning tomorrow to see if we can locate the leak and will call the Whirlpool techline when he is there. 

   

  Thanks 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22232439
  
  I am rejecting this response because: I have cancelled this contract with Whirlpool, as based on the non-interaction your company has provided, long history of poor reviews, rude demeanor of your technician, and utter lack of transparency and integrity from your company, I want nothing to do with you. I don't want you in my home, and I'm beyond angry that you received any money for the travesty that you call service.

   

  I would highly recommend either hiring someone that can figure out how to run your company since it's obvious that as of right now, the only way to get any message to you is through a BBB complaint, or shut your doors and let a business that wants to actually take care of it's customers pick up the Whirlpool contract. 

  Do not show up at my house. This is your notice of trespass. If you do arrive, police will be called.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/03/2024

  Your service request has been closed. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  S&S appliance was schedule to come out to my house to do a repair on my Dishwasher. The technician arrived and did not have a tool bag. Came into my house wrote down the model number and said he knew what the problem was and that he just needed me to sign a form ( 1st wasted day). He told me he had to order the parts and it will be in and had me schedule two weeks later. 2nd appointment I got a text from a number after the appointment was made saying the technician will have to reschedule ( 2nd wasted day). On the 3rd schedule appointment he was a no call no show. I called the company again they told me that he had to reschedule the service to a later date. on the 4th schedule appointment he was a no call no show again. Four different days wasting five hours at a time and they never showed up, Four days of me having to take off work or get someone to sit at my house to wait on a appointment that they didn't even have the courtesy to call and tell me they would not show up

  Business Response

  Date: 07/10/2024

  Management will be contacting you today. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21967484
  
  I am rejecting this response because: they never called yesterday. Obviously this company had a terrible communication problem 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/15/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** 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

  Date: 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 Answer

  Date: 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

  Date:03/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/07/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 03/22/2024

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

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.