Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20, 2023 my husband ordered a panel from DR ********************** for our oven and we paid $360.00. They came out one time a couple weeks later with the panel but the one they brought was wrong. We were told they would keep a portion of the payment for a "service call" fee ($116.00) but never returned with a replacement. They've never made any calls or attempts to contacted us with a correct part or refund. After several attempts and voicemails left, a call I made was finally answered and I spoke to someone regarding this issue. I was told by the person who took my call that I would be "receiving a check in the mail" for the remaining $244.00. We've yet to receive that "check in the mail" and have never received the replacement part. Nobody at that business will answer our calls. DR ********************** is clearly a company that has no regard for customers reaching out for services and who are expected to pay for service up front.

  

  Business response

  12/04/2024

  Dear ****,
  
  Thank you for bringing this issue to our attention. We sincerely regret the inconvenience and frustration youve experienced with your order and our service.
  
  We strive to provide timely and efficient solutions for all our customers, and its clear we have fallen short in your case. To address this matter properly, we will prioritize the following action:

  1.Immediate Refund Confirmation: We will verify the status of the $244.00 refund check that was promised to you. If it has not yet been processed, we will expedite this immediately and notify you of the timeline.
  
  We will assign a dedicated representative to resolve this matter for you. Please expect a follow-up within 2 business days.
  
  At Dr. Appliances, we take feedback seriously and are committed to improving our processes to avoid such issues in the future. Thank you for your patience, and we apologize again for the inconvenience caused.
  
  Best regards,
  **** *******
  Owner
  Dr. Appliances
  **********

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8, 2024 I had **** come to repair my washing machine that had a drum. He looked at it and said it couldnt be repaired and he could provide me with a new one for over $1300. And he could bring a used machine that I could use until the new one came in. I paid him with a check. He brought the used one and a week later it needed to be repaired. That was the last time I heard from him. I called the office every week and was told he would call **** so he could call me. This lasted for 6 months and no washing machine. In August I ask for a refund and was told I couldnt get it until the boss agreed and I found out that **** was the boss. Still no contact Billing document ? Billing document ?

  

  Business response

  12/05/2024

  Dear ******,
  
  Thank you for taking the time to share your concerns. We understand your frustration and want to clarify the situation to ensure transparency and fairness for both parties.
  
  When your washing machine was determined to be beyond repair, you purchase from us a new ******* washer to keep matching your dryer and more importantly to still being able to stack them. We immediately order your washer, and the manufacturer (*******) kept changing the delivery date. Based on our experience in the past with other customers, also dealing with back orders with *******, knowing this could keep going for months, we provided an open-box washer for your use for the meantime, which you agreed it was better than not having a washer. While this washer initially required some repairs, we promptly addressed those issues and ensured it was in good working condition. You have since been using this washer for several months without any reported problems.
  
  Regarding your request for a full refund, it is important to note that you have received and used the washer during this time. As such, we believe a full refund would not be fair, given that the machine has provided you with value.
  
  That said, we are committed to resolving this matter amicably. We propose the following options:
  ********** Adjustment: If you are unsatisfied with the current price, we can explore an additional discount to ensure you feel you received a fair deal. This option was also given to you in the past. 
  2.Return Option: If you no longer wish to keep the washer, we can arrange for its return and provide a partial refund based on its current condition and usage.
  
  Please let us know how you would like to proceed. We are committed to working with you to reach a resolution that reflects fairness for both sides.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  **** *******

   

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new ice maker installed in April by Juan at Dr. Appliances. It worked fine until a few weeks ago. We called Dr. Appliances again and a technician came out and said it needed a new part. He went and bought the part and installed it. A few hours later, I noticed that I hadn't heard any ice dropping so I checked on it and not only was it not making ice but it was dripping water into the freezer and refrigerator. I called that same evening and left a message for Juan. He never called the next day so I called him. He said he would came after 3:00 that day. Well, he never showed up and then would not answer my calls. My husband also called and he would not pick up so my husband left a message which went unanswered. We have paid a total of $492 on this ice maker and it still doesn't work.
  

  

  Business response

  03/03/2023

  Hi *****, were sorry for this inconvenience. I know youve been a customer of us for some time. We did everything that the manufacturer instructs to proceed according to the symptoms your icemaker was presenting. I truly apologize for not getting there the day off, and I understand the frustration of not having your appliances working, even more after paying for it. We are open and willing to help resolving this situation. Please get back to us so we can get to an agreement. Sincerely ****

  Customer response

  03/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

*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. ↩