ComplaintsforACS, LLC
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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased washer from Lowes on Feb 22. We purchased the protection plan thru Assurant. We filed a claim with Assurant on 4/19 for the washer not working. Assurant sent out ACS to fix the washer. They showed up on 4-24. Tech comes out, installs mother board, leaves. We try to wash a load of laundry and NOTHING works. It will turn on but that is it. We call ACS back, they tell us they have closed the claim, to file another. So on 4-27 we file ANOTHER CLAIM. Tech finally comes to install parts on 5/9 installing 2 mother boards, in which NEITHER one of them will program. So he call ACS to tell them the problem. they then say they will NOT replace the washer, but will reorder the parts and send someone out to fix it again. Well here we are 5/22 tech was suppose to show today, guess what They called saying they are unable to make it, with only an hour left in our 4 hour waiting window. We have had to take off work 4 days, to wait for someone to NOT FIX. We called ACS back to see when they could come since tech cancelled on us today (5/22). Secretary who answered the phone was RUDE, and HUNG UP ON US. When we called back she answered and put the phone on hold and NO ONE ever came on the phone after 15 minutes I had to hang up. NOW they will not answer the phone at all.Customer response
05/23/2023
We did not receive any invoice from ACS. Our extended warranty company is the one paying for the service. We paid Lowes $250 per appliance for the warranty. ACS is contracted thru Assurant. They refuse to come fix as well as refuse to send in documents showing the appliance is non repairable. The last tech they sent out was threatening my husband.Business response
05/25/2023
we are only the service center and not the manufacturer of the parts, the unit, or your warranty company. ACS does not make decisions about how to proceed with a repair your warranty company makes this dispatch. ACS does not replace units we are at the mercy of your warranty company. I will escalate your concerns to get a tech onsite to you as soon as possible based on the delivery of the necessary replacement main control board for your unit.Initial Complaint
01/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We called on 1/2/23 regarding a Warranty repair. They never called so my husband called them again. They said they ordered part without looking at washer. My husband called again the part is back ordered. We still not have had a call about an appointment to fix it.Business response
01/27/2023
Her warranty company is exchanging her washer due to the main board is on backorder and is not able to be sourced. We follow the terms and conditions provided by her warranty company which is Lowe's if she has any questions she is welcome to contact Lowe's because she is their customer. We are only the service center and can only follow the terms and conditions provided to us by Lowe's.
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Contact Information
Customer Complaints Summary
10 total complaints in the last 3 years.
4 complaints closed in the last 12 months.