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:04/22/2024

  Type:Product 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 called 5-Star Appliance Repair in the middle of March because my Viking refrigerator was not operating at a temperature low enough to keep things fully frozen (it was still working at this time). The technician, ******, came out and provided me a quote of $4300 with a deposit of $1800 to install a new compressor. I paid him the deposit and he stated that he would install the new compressor March 26th. March 26th comes and goes, and no call. I called 5-Star to ask about the status and then I received an email a few hours later letting me know that the parts have been ordered (2 weeks after ****** gave me the quote). I still never got a call back as to when they could install the new Compressor, so I called them on April 9th and they said they will come on April 12th to install the compressor. On April 12th, ****** and another tech was in my house for 5 hours from 2pm - 7pm. I had to leave and I received a call from ****** saying that the fridge wasnt repaired and that there were several things wrong. He also told me that my fridge was completely inoperable and that I need to move my food to a fridge in the garage - I dont have another fridge. I asked him what was wrong and he couldnt seem to explain it. When I asked him more questions, he stated his manager would get back to me. I never received a call from the manager. I called 5-Star on April 17th and asked to speak to the manager. I spoke to the manager, but he was unable to provide me with any information as to what needed further repair, when it would be repaired and how much it would be, It is now the 19th, Ive been a week without a fridge (with 2 small children), and the manager has not responded to any of my questions - except he needs to talk to ******. I still dont know the estimate, what needs to be repaired and when it will be done. Im asking for a full refund of the $1800 to be given back to me since it is clearly evident they do not have the capability or desire to complete the job.

  Business Response

  Date: 04/29/2024

  Customer has been advised that a full refund will be sent to her via check. Mailing address has been confirmed with the customer, and customer agreed. 

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 contacted 5 start appliance on 10/19/22, paid them $95 to come out and look at my range. The $95 for the visit is to be credited towards the service if you go forward with them and their quote/ estimate.5 star came out and quoted $1200 to fix my stove which I thought was very high, but was willing to pay because we were without a stove and I needed to get it repaired as we cook most of our meals at home for our family for 4. I called to schedule the follow up repair service, no less than 3-4 times were my scheduled repairs either cancelled without any phone call (automated emails were sent asking me to reschedule my service) or the tech no showed.Finally a month and a half later a tech came out, he tried to charge me $95 again for "looking at my stove" and said he had none of the parts to fix my stove. To make matters worse, he wrote a new estimate for $400 more - same stove, broken, unused since the previous estimate. When I asked the tech why I was getting a new more expensive quote compared to the last one (I showed him my copy of the estimate), he got very upset and said he needed to leave my house. I went back and forth many times with the office explaining what happened, asking for my original estimate to be honored and to get my oven serviced. I received promises for calls back (6 or more) with no call back. I did receive a voicemail from a random number where a tech asked for the model number so he could order the parts... our model number was on the invoice and I provided my credit card months prior in a follow up call and was told that parts would be ordered that week. I called back with our model number and the tech would call me by end of day - I received no call back.The company is promising that they will call me back with no calls back. I asked for my $95 back... "the manager is in a meeting" and that I would get a call back.

• Initial Complaint

  Date:12/13/2022

  Type:Product 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 contacted 5 StarAppliance Repair because our refrigerator was not cooling. On September 3, 2021 they sent a tech who said we needed to replace the defrost sensor, ice maker assembly and do maintenance on the condenser coils. We paid $986 for that service. In July of 2022, we contacted them again as our refrigerator was once again not cooling properly. A tech was sent out on August 2nd. He said we needed to replace the compressor relay board and high voltage board and would send us an estimate. By August 10th, we had not received any estimate from the tech so we emailed 5 Star again to ask for the estimate. On August 16th, the tech finally sent an estimate via text. The estimate was $960. We scheduled the repair for September 17th and the tech did not show up or communicate that he would not be here. Over the next two and a half months, we had the tech return repeatedly to fix the refrigerator as it was leaking from the bottom, and would not maintain a constant temperature, fluctuating in the freezer between 10 and 20 degrees. Freon was added, but that also did not "fix" the refrigerator. Each time there seems to be some problem that is the "problem" only nothing fixes the refrigerator. The tech was due to return two weeks ago but never showed. When we called the company we were told the tech was on holiday for two months. NO ONE ever called us to reschedule us with another tech. I called and requested to speak with a manager. That was a week and a half ago and I've not heard back from anyone. We have requested to speak with a manager multiple times and no one has every contacted us. Each request is met with, "There isn't a manager available at this time," and promises that someone will call us back. No one ever does. At this point, it's clear this is a terribly run company unable to repair our refrigerator and unconcerned about customer service. We would like our money back. This is ridiculous.

  Business Response

  Date: 05/31/2023

  To whom it may concern,
  
  We have reviewed the details outlined in the complaint and have determined that we resolved this matter with the customer by issuing a refund by check on 02/17/2023. 

• Initial Complaint

  Date:09/25/2022

  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.

  On 5/27/2022 we had a tech come out and charged us $75 to diagnose the problem with our ******** freezer. He spent some time looking around, bending the Stainless Steel out of the way to get to all the parts (damaging our fridge) and then proclaiming the problem has to do with a control board for $930.96 with a $486.00 deposit due immediately. He also told us that if this doesn't fix the problem then the next thing to look at is the compressor, which would be another $3,000. Given that the tech literally bent the stainless steel instead of removing screws, didn't use proper diagnosing equipment and wasn't committed to the repair, telling us there's potential for more I didn't get a comfortable feeling that he knew what he was talking about. We called ******** directly and were explained the scams that exist in this field. They put us in touch with a factory authorized tech, who came and diagnosed the problem electronically, told us exactly what's broken (not our control board) and fixed the problem a few days later, by fixing the root cause (a weak compressor). I called the business explaining everything, even providing proof of service from a factory authorized business, as they had requested. They won't even apologize for misleading people and damaging equipment, much less refunding the initial diagnosis fee, which was improper. This place is a SCAM!! Pure and simple.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 8, 2022/10/25) */ To whom it may concern, Kindly find the supporting documentation and explanation as to why this is an invalid chargeback: 05/26/2022 - The Customer **************** reached out to us and asked that we send out a professional Technician to check on their malfunctioning home appliance. 05/27/2022 - We came out to the address, diagnosed the unit, and provided the estimated costs for the needed repair, as requested by the Customer. The total for the Technician's trip fee and diagnostic equals $75.00. 07/01/2022 - The Customer processed the chargeback for $75.00. The customer didn't advise us of any issues that were associated with our work. Then there was a sudden chargeback on 07/01/2022 without notice. That is why we felt as though this chargeback was done in bad faith after we had successfully rendered our services. We provided all supporting documentation to the credit card networks and the associated financial institutions. Ultimately, they decided that the customer had no merit in their claim and decided in our favor by rightfully returning the funds to us. We feel this complaint is being done out of retribution because the customer lost their chargeback claim and is now grasping at any other option they can to disparage our organization because their initial attempt was decided against them. We hope we can resolve/dismiss these baseless claims at the earliest opportunity.