ComplaintsforS & S Appliance Parts & Service, LLC

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a washing machine from ********** 12/5/2019 and also purchased the warranty through Asurion. On or around Friday September 15th, 2023 I contacted the ********** Warranty department to request a repair as the machine would no longer finish a wash cycle. The process to request the repair took several days for them to approve and then I was told that the repair company would contact me. I received an email from Service Bench on 9/22/23 that stated the ** S Appliance **************************** would come to check on my washing machine on Friday September 29, 2023 between 8:00 am and 12:00 pm. I then received a text that they would be at my home between 12:00 pm and 5:00 pm. (so they changed the time on me at the last minute). The tech came and looked at the washing machine and said that he did not have parts with him so they would have to be ordered. I was told that it takes about 2 weeks to get the parts. I asked how long was the wait to get another appointment and he said about 1 week to 1 1/2 weeks. On 10/10/2023 I checked my email to see if I had received anything from **S Appliance on the parts as I had not received a phone call update or text. I then saw where they emailed me to schedule an appointment. I thought this was scheduling the repair with the parts they ordered for me. The appointment was today - Wednesday October 18, 2023 between 8:00 am and 12:00 pm. This tech came in and did the same review and told me he needed to order parts. I explained that someone had already done this, but he said he did not see any notes on this. This was an error by **S Appliance and I want the parts overnighted at their cost so they can come back immediately to repair my washing machine. I have called their office multiple time to speak to someone about my issue and no one is answering now. I left a message with a manager but no one has called me back. I need this corrected ASAP.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Maytag washing machine from ********** in July 2023 and it was working fine for July and most of August. The lid latch then became loose and the lid became difficult to open and close. During operation on August 31, the lid latch broke when opening the lid. I then called the Whirlpool customer ********************** number on September 1 since the appliance was still within the one year warranty period. An appointment was made with S & S Appliance Parts & Service through Whirlpool. The appointment was scheduled for September 12. I thought this was a long time to wait for a repair, but I figured it was just a busy time. A few hours after making an appointment with Whirlpool, S & S Appliance Parts & Service sent me a text stating they would not be able to come until September 18. This is 18 days after I called Whirlpool for assistance. The week before September 18 I called S & S Appliance Parts & Service to ensure they had the right parts to fix the appliance and I advised them I would be glad to take a picture of the broken part and send it to them. They said that would not be needed and assured me the part was already on the truck. September 18 came and the repairman walked in and immediately stated he did not have the right part and he would need to order it. He walked outside for about 10 minutes and came back inside and stated he had ordered the part and could be back 10 days later on September 28. On September 27 I called S & S Appliance Parts & Service again because I had yet to hear from them confirming either a morning or evening appointment. They stated they would not know until later in the day and that I would receive a call. 1 hour and 45 minutes later, I received a text message stating my appointment was cancelled because they did not have the part. I then went to the job status of the order and noticed that they did not even order the part until after I called that morning. At this point, I have been without a washer for 28 days and became extremely frustrated at the lack of service I am receiving for something that is under warranty. I then called Whirlpool customer ********************** to notify them about the issue I was having and they reached out to S & S Appliance Parts & Service to inquire about the issue. Whirlpool customer ********************** assured me the part was ordered on September 27 and was set to arrive the morning of September 29 and that S & S Appliance Parts & Service would be calling me to hopefully schedule an appointment on September 29.I then called S & S Appliance Parts & Service to immediately schedule an appointment and they told me they could not get to me until October 9th. I was furious. This would make it 39 days without a functioning washing machine. All they told me was that they were all booked up and could not work me in before that. I then requested to speak with a manager about the issue and they told me they could connect me to him. However, they told me he would not answer but I could leave him a voicemail. So, I left him a voicemail requesting a return call. I never received a call back. I did not mind waiting 18 days for the first appointment. We toughed it out and made it work. And even after they came out without the correct parts after I offered to take a photo to ensure their preparedness, they failed. I then just held my tongue and endured it for 10 more days without a washing machine. But I am to the point now where I feel like I am being taken advantage of and S & S Appliance Parts & Service and Whirlpool are failing to provide me adequate customer **********************. I have a wife and two small children. I do not understand the lack of customer ********************** nor expediency S &S Appliance ********************************************* is providing Whirlpool customers. On September 28 I called Whirlpool to express my frustration with S & S Appliance Parts & Service in putting me off for another 10 days after the part is set to arrive. Whirlpool customer ********************** simply stated their is nothing they can do about it. I then called S & S Appliance Parts & Service requesting to be moved up to an earlier and stated they could not schedule anything until the part came in. I then requested to speak with a manager again and I was advised they did not have the managers phone number. This did not make sense due to me already leaving the manager a voicemail a day prior. This is related to Invoice number: ******

  Customer response

  10/17/2023

  Hello,
  
  My complaint has been resolved.  I heard from the company and they finally made the repair on October 9, 2023.  I was not satisfied with how the company handled the matter and the manager made false promises on when the repair would be completed.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Whirlpool about a refrigerator in my ********* contacted me & set appointment to come out & check it out. Again They was told it was in a RV . They sent there technician to check it out. So he arrived & went in my Motorhome & inspected it & told my wife it needed a Compressor. So After they determined the compressor was under warranty. They order it & then put it off a week to fix it. Then when they came to fix it they said they could not repair it in the motorhome that it was not safe but they fixed the one in my house with my *********** in there. They would not refund my my $130 for checking out even though they couldn't fix it.They are the sorriest bunch of lying people I have ever delt with.So I have to pay another company to come and check it again so they can fix ******** is a joke & will tell everyone I can.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Whirlpool refrigerator in June 2022. In May of 2023 (for the second time) the freezer iced up and the ice maker quit working. We were still under warrantly. ***** Appliance is the assigned repair service for Whirlpool. They came to our house in May when they assessed the problem and arranged for part to be sent to us. The parts arrived. But ***** had refused to come back and make the repair. We had an appointment in June, which they didn't meet. Again in July and again today in August. We have been without proper use of our freezer for 4 months. ********* refuses to do anything about it. What we'd really like is to have a refund for the refrigerator so we can buy a new one, a different brand. But we would settle for having this one repaired.

  Business response

  08/16/2023

  We have reviewed the file. This customer will be contacted today will a much sooner appointment to finish the work. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Whirlpool refrigerator on September 2, 2022 from ****** in ***********, **. Less than 8 months after the purchase, the refrigerator stopped working. ****** gave the contact information for S and S Appliance ********************************************* LLC in ********, **. to do the warranty work since the refrigerator was under the 1 year manufactures warranty. A technician came out to my home and diagnosed the problem as the compressor was bad. They said they had to order a compressor and would schedule a time to come and install it. This happened on or about May 11, 2023. It is now July 18 and the compressor has still not been fixed. I have been on the schedule 5 different times and each time, the dispatcher changes the appointment date and does not even call to tell me it's been changed. This repair should have been completed with in 2 weeks and I'm now at over 2 months and they have not come to do the warranty work. My 5th appointment time was today July 18 and I was told this morning that the dispatcher changed the appointment yesterday and now has schedule the work for July 28. It should not take 2 months to come out and replace a compressor on my refrigerator. This company has failed time and time again to provide the warranty service that Whirlpool has given them.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought refrigerator from Lowes on 8-25-21. Freezer/ice maker broken. Lowes referred me to S&S Appliance as provider for repair. S&S came to my house and inspected refrigerator and issued work order. Have never had refrigerator fixed. I have extended warranty from Lowes.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a 17K 60" Kitchen Aide built in refrigerator/freezer and my lights went out and two months later I am still getting the run around from these people. I have asked the manager to call and still nothing. Whirlpool has spoken with them and they have lied to whirlpool. I've had a manager at whirlpool try to figure it out but it's just not happening. Whoever is running this company needs to be fired and someone that is hands on need to be put in place. I've gotten this run around since April 13th, it is now May 31st. No one at S&S wants to take accountability and I'm going to take them to court. I'm on the phone with whirlpool, as I am typing this and they lied to the supervisors face and that supervisor is angry and sending them an email as I'm styling this. Also, my interior was scratched taking out the lights and S&S says they wont pay to fix it. So, my next step is an attorney.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/20/23 I contacted American Home Shield, my home warranty company and paid the $75 co-pay. S&S was assigned to do repairs on my dishwasher: the water was dirty with a foul odor and the latch wasnt working correctly. A technician came out on March 27 and somehow got the water to run clear and said shed order the latch part and come back april 10. She said to use dishwasher cleaning tablets, which I did but the water was still dirty (in the bottom after turning it on is brownish water). On April 10 I was away from my phone when they called to say they were on the way. When I got the messages a short while later, I called and was told it would be sent back to dispatch to be rescheduled. I did not hear anything from the company so I called several times and was told each time that my problem would be sent to dispatch. No return call. Then once when I called I was told that the work order had been closed and couldnt be reopened! I explained to the person who answered the phone that the repair isnt finished and shouldnt be closed. Again, I called, left messages with the person answering the phone, left voicemail with the manager or owner, **************** and wrote two emails through the website giving these details. Ive had absolutely no contact from S&S whatsoever- at any time. Finally, a I spoke to someone who actually addressed the issue saying that they needed another work order from American Home Shield to finish the job, which I tried to get but couldnt. *** called S&S twice while on the phone with me and actually told them that the work was completed which is not true. Neither company could resolve the issue. So after all this ordeal, *** spent literally hours trying to make contact with these people and have been VERY aggravated and upset. Im out $75 to AHS. I assume S&S has or will be paid by them. I STILL HAVE A BROKEN DISHWASHER!. I have attached one of my emails sent through their website and a copy of a status report indicating that the work was complete but two entries that there was another appointment.

  Business response

  04/20/2023

  This dispatch was mistakenly flagged complete. A dispatcher will be contacting you today to schedule a return visit to complete the repair at no charge. There is no other work that needs to be done on the customer's behalf. 

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with sns appliance since 12/22 when i had a brand new washer delivered. To this day my washer is still not fixed due to a manufacturer issue, i am never notified of an appt time the day before and when i have a 5 hour appt window such as **** they come at 8(they change appt time on their own without any notification) dont call the customer to inform of anything and then cancel my appt with no contact. everytime i have an app scheduled there is always an issue such as they ordered the wrong part, something is damaged, its one thing after another and noone ever calls to inform me. they will not service unless someone is home so i schedule someone to be there and for the last two months every appt scheduled which is almost every two weeks, something else comes up and they cancel my appt the day of without telling me due to an issue on their side. the only way i find out is checking the status of my job invoice. very unprofessional

  Business response

  04/20/2023

  Someone will be contacting the customer today with a resolution. We have informed the Service Manager and he will be working with the technician to make sure this no longer happens. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They wont answer calls, they wont return calls, they have a robocall confirm appointments then into the window of a 4 hours schedule make an excuses why they cant come and cancel a scheduled appointment. I have had 7 cancellations after a robocall confirmed the appointment the night before. The below information is directly from the job status from where ***** Appliance tracks each job at booking.********.com/check-status. 12/28/22 First documented on this date in their software, although the actual case started in November. 01/09/23 I dont know what happened last time, and parts didnt get ordered, but unit needs a gearcase and ACU.; ordrng 1 W11481108 (Control, electronic) and 1 W11220230 (Valve) and 1 W11449840 (Gearcase).02/08/23all parts now checked in02/23/23This is S&S appliance, the tech has advised that he pulled his back and is unable to come out, the soonest I have is 3/10/2023, I am so sorry for this huge inconvenience of your time, but if I have a cancellation I will move you up03/07/23This is S&S appliance; the technician has advised that he is unable to come out for the appointment today and I sorry for this inconvenience but I can get him there on 3/10? if you are available?03/10/23Cant locate parts. Will look much deeper this weekend; if I can locate them; I install them next week.; schdld next appmnt for 3/1303/13/23" I don't have his gearcase. ****** said it shows delivered, but I don't have it. I do have 3 gearcases, none of which are the right part number.03/17/23All parts now checked in03/20/23Sorry we have to cancel but ************** is on vacation03/24/23This is S&S appliance, the technician is unable to get to all the parts due to the storage, Im so sorry, I have tried everything in my power to get this done, so unfortunately I will have to let the original tech come out and I can do this 3/28/2023

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