ComplaintsforBay Appliance Repair

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair started with first call on *** 5,2024. On April 24,2024 will be the 6th time repair person will be out,and it was always the same person. It seems that 6 times for same problem is way to many times to resolve a problem. If next repair fails I will ask for new appliance. Will let you know of out come.

  Business response

  04/20/2024

  Im sorry we have no control on parts availability . Part that was replaced and provided by your warranty was defective the reason of multiple service appointments . In regards of appliance replacement please reach out to your warranty company . Thank you. 

  Customer response

  04/21/2024

   
  Complaint: 21599696
  
  I am rejecting this response because: 

  The services I have received from Bay Area Appliance Repair (BAAR) have been inefficient and unsatisfactory. My family has been without a functional freezer and ice maker since it was reported on Jan 5, 2024. This has caused severe emotional stress that has negatively impacted my family and home environment.  

  Bay Area Applicance Repair is the repair and maintenance contractor assigned to complete the repairs for my purchased appliance warranty Manufacture "Centricity". Since it was initially reported over four months ago, I have had FIVE service appointments which have failed to repair my appliance. Each in-person visit (which was less than 15 minutes) has resulted in a new part required, thus a final repair that still has not come into fruition. The multiple appointments, various parts needed to be ordered, and estimated time of arrival of each part has been excessive and unacceptable.

  I have a printed timeline of each contact made with BAAR and I will peruse further if I do not have my appliance/freezer and ice maker completely operational by May 1, 2024. If the repairs are not made, I expect for BAAR to report to Centricity the fact they are unable to make the repairs after 5 month the wait and a new replacement of my appliance will be required.

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

  Business response

  04/22/2024

  We will forward your concerns to your warranty as they providing the backordered parts and the parts they sent were defective, we have no say in replacement.

  Customer response

  04/26/2024

   
  Complaint: 21599696
  
  I am rejecting this response because: BAAR came out on 4/24/24 replaced parts that were on back order.  After parts were replaced I was told that the freezers computer was not working and would need to be replaced and also that freezer would need Freon and repair person could not do that. So they were unable to repair my refrigerator. They stated yet again that they would contact warranty company Centricity.  So Im l still dont have an ice maker or freezer in my refrigerator. We are now going on 5 months without a fully functioning refrigerator. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dates of transactions: 10/30/23, 11/6/23, 11/10/23, 11/20/23, 11/27/23;Repair a 2 year old Frigidaire refrigerator;Repair was not completed;Did not resolve the problem, was told to hire another company if I wanted it fixed correctly;Job #******

  Business response

  02/02/2024

  Hello,

  On 11/27 we had sent tech out per your request , technician found no issue with the unit 

  Customer response

  02/02/2024

   
  Complaint: 21235060
  
  I am rejecting this response because:  Regardless of the fact their technician claimed he found no issues with the unit, I have documentation proving otherwise.  I have photos taken of food in the refrigerator frozen solid and covered in ice, I have photos in the freezer showing an ice build up, I have a video where you can hear the noise the refrigerator makes every hour or so.  All of these issues occurred after their technician supposedly fixed the refrigerator.  All I am asking of them is to have it fixed properly especially after paying $836.10.
  
  Sincerely,
  
  ************************************************

  Business response

  02/02/2024

  No problem at all , we do provide 90 days warranty and we stand by it . I will have one of agents reach out and schedule service appointment for you .

  Customer response

  04/22/2024

  Consumer called to say issue resolved.  Business refunded 2nd charge.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technician came out on 11/7 to diagnostic the ge dishwasher and said it a control board problem Came back 11/30 to change the board but the dishwasher didnt work He said it not fixable and will call tag for the dishwasher replace I called ge appliances 7 days straight to finally figure out technician never call tag to send the report in and at bay appliance claim its installation problem even though the technician didnt say it at any time during the visits.

  Business response

  12/08/2023

  Tech did call GE TAG team and they were not available . We did emailed GE with the issue and was told they will take it from there .You are welcome to give us a call and will try to help you as much as we can with GE 

  Customer response

  12/08/2023

   
  Complaint: 20974459
  
  I am rejecting this response because:
  
  GE customer relations has no record of the report/ emailing. At Bay Appliance needs to contact GE or Ge tag to file the report. 
  

  Please show the record of emailing the reports and email us the reports of 2 visits.

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

  Business response

  12/12/2023

  We did submit report , I also replied to your email with copy of report. Not sure what do we have to do GE is not responding to you as we are 3rd party servicer for GE and have no control of their auctions 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new appliance that was not working upon installation. I reported the inoperability to the manufacturer, they sub-contracted with At Bay Appliance to repair the appliance and scheduled an appointment for them come on site and diagnose the unit. At Bay Appliance sent me a text message after normal business hours the night before the early morning appointment stating that their repairman was unavailable and they were not coming. I phoned the number that texted me and was told that I had to provide a receipt of purchase in order to have my unit repaired and that they were not coming because I didn't provide a receipt and the other message was erroneous. I provided the receipt but they unfortunately rescheduled my appointment. I thought this odd. I scheduled a new appointment and they said they would only diagnose not repair. They diagnosed the problem. They returned another week later with a part that even I could tell was not going to fix the machine. The repairman installed the part, did not adequately test that the machine, left and said "you have thirty days to let us know if it isn't working". The machine in fact did not work. I phoned At Bay Appliance that afternoon to let them know it was not working. Their customer service department told me they dont have time to wait to see if the fix worked they are too busy and for me to go back to the manufacturer and start the repair process over again. When I complained they said they would send out two technicians to diagnose it. They cancelled the appointment. They called back to reinstate the appointment. They sent me an email saying I was the first appointment of the day. I waited. No one came. I called the manufacturer and reported the incident and was told they would send out a different company to do the repair in a few days. A few days later At Bay Appliance texted me from another number asking to repair my machine. I believe they are operating in bad faith.

  Business response

  10/31/2023

  Dear *********,

  Our email conformation was sent to you a night prior to confirm and reminder of appointment . It is clearly states on conformation email appointment time window in this case 8am-12pm , even thought your where first in the tech rooster ******* not mean technician will be at your house exactly at 8am , we also offer a 30 min call / text .Four hours is needed to balance the technicians pre-planned and urgent schedule for the day, plus we can put on a lot of miles in a day and need travel time too.The work to complete a service order or a trouble ticket at one location can be more urgent or time consuming than we anticipated, thus delaying the arrival of the technician at their next appointment.We dont like to be late, so we have found that a four hour window usually guarantees that the technician will be able to arrive during that timeframe and either fix or begin to fix the problem.

  Customer response

  11/01/2023

   
  Complaint: 20806804
  
  I am rejecting this response because you did not address the fact that it was very clear from the onset that your intent to repair the machine to working condition was not in your efforts and furthermore, your company actions were in bad faith and mimic the behavior other complaints outlined. Stalling the repair, repairing unnecessary parts, wasting customers time and never doing the actual job.  Your response was dubious and indicative of your intent as a company to obfuscate, create a strawman position and hope people do not see your business model. I am calling your bluff and letting consumers know because time is the most valuable thing all of us have on this planet and wasting peoples time is a criminal.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  am filing a complaint on Bay Appliance Repair, *********, **. I purchased a warranty through Airport Appliance in San ******** Bay Appliance Repair sent a technician and the 1st the tech came he went to the wrong address even after I told him it was the studio in the back. The second time the tech told my tenant the outlet connected to the stove was defected and 3rd time the breaker. I was just trying to get my electrical range fixed for my tenant who has been out of an oven for a month now. The manager **** is racist and unprofessional telling me that it was our fault for listening to the technician and said the defected power cord was not part of the stove even though it was the range's panel that was defective. Bay Appliance Repair is doing everything within their power to NOT honor this warranty even though I have 2 years left on it. I happened to check Yelp and they have several one star reviews. Go figure! Somebody needs to do something about this corrupt appliance company because they are ripping off good people. This has to stop.

  Business response

  08/16/2023

  I would like to address the claims of  racism, and any derogatory statements attributed to me. These accusations are entirely unfounded and are not representative of my character or business practices. I am committed to treating all individuals with respect and fairness, regardless of their background. I want to unequivocally state that these accusations are entirely baseless and without merit. I am deeply troubled by the spread of such misinformation, and I am committed to setting the record straight. I have always conducted myself with integrity, honesty, and respect, both in my personal and professional life. It is disheartening to see my character and reputation being unfairly tarnished by unfounded claims. False accusations not only harm my reputation but also detract from the real issues that deserve attention. *********************, you tried to extort small business to pay you for two fabricated invoices ( please see two uploaded invoices by *********************) . Why would respectful electrical contractor replace outlet and breakers if there where good and you did not need them . I stay correct by stating that power cord is not sold or part of the range , you have to purchase power cord separately when installing new range/oven .I welcome to address this with your warranty company .We did not had any financial transaction, by stating here that we  are "ripping off good people"  is just complete false.
  I am open to discussing these matters further and providing any evidence or information that can help shed light on the truth.
  
  
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are not able to accommodate customer's schedule. They told me to be available for the technician to come by between ****pm during the weekday only. They can't communicate with their technicians directly while en route because their work is priority and can't disrupt their technician's work is what I was told. If I can't be available during those allotted slots of time, go look for another vendor is basically what I was told. Shouldn't it be your priority to accommodate your customer to provide your customer service that you're selling? Why keep asking for customer's feedback via text if you're not going to change anything to your crappy service system?

  Business response

  12/02/2022

  We clearly outlined to this customer as we do to all of our other customers,we have an **** or **** window. Our technicians call 30 minutes ahead, on a recorded line we clearly explained to the customer below, we can TRY to accommodate her 3:30 request, but it is impossible to gauge our technicians schedule during the day, with the magnitude of calls they run, this is the reason for a window and call ahead. If we continued to accommodate certain requests for time, we would never be able to get any jobs done.

  Customer response

  12/02/2022

   
  Complaint: 18511444
  
  I am rejecting this response because: Your service representative routed a schedule for your technician to follow so that your technician can arrive at the end of the ****pm time window to my place. I was informed by your service rep your technician should follow the scheduled route and not change the route on his/her convenience. ****pm is a big time window and it is not fair for the customer take a day off from work during regular weekday just to wait and greet your technician on his convenient time. I received the automated call of your technician arriving in 30min and I did call back and talked to your service rep **** and he told me technician usually follows the routed schedule for the day and he has 2 more appointments before mine so told me to ignore the automated call and go-on with my regular day at work. I don't understand why you can't communicate to your technician directly and have him follow the scheduled route rather than creating his own schedule. Why can't you call or text him while he is en route? Even doctors who take care of patients lives, which I consider to be much much more crucial job, responds to pages and call on the job! I can only be at home after I get home from work ~3:45-4pm. All I'm asking is to have your tech come by close to 4pm, which is technically still between ****pm window. I clearly stated that to your service rep **** on multiple occasions over phone calls. You're basically telling me take this or leave it- you're not even willing to go a little further to accommodate your customer for your promised customer service your providing. What kind of customer service is that??
  
  
  
  *************

  Business response

  12/06/2022

  The reason we provide 30 min call/text per request, so you do not have to be home for entire day. Should you ask to call you an hour before we can do that to accommodate as we do understand that people do have jobs .

  Customer response

  12/07/2022

   
  Complaint: 18511444
  
  I am rejecting this response because:

  Hi,
  
  Im writing because I do not know how to escalate this matter further.
  The owner/manager, named ***** of this business called me today. 
  I was hoping to get this matter settled, but in the end this Gene ****** refused to provide service to me.
  In his own words, he said it was insane of me to make complaints about his business on BBB. Although it doesnt affect him/his business at all, it was insane of me to make comments on BBB was what he said. He also said I was playing the victim. Hes been doing this business for 27 years in the same way, and Im the only one whos complained about his business on BBB. He provided same service to everyone, and he did nothing wrong was what he said. Because I made complaint on BBB and Im playing the victim when he did nothing wrong, he is not going to provide service to me. He said I am not his customer. His customer is the Fidelity ********************** He said he will refund what hes been paid by Fidelity Home Warranty so that I can find another company to service my microwave. He refused to provide service to me!
  
  I even told him I asked to take time off from work just to accommodate them to service me on 12/8, and still no, he said he will refund and cancel my appointment. He did nothing wrong and what I did was insane is what I was told. 
  
  How can this kind of business owner with this kind of attitude/customer service mentality stay in business for 27 years??
  Im in an odd situation because I have to utilize their service unfortunately through a home warranty company who referred them. Im stuck in the middle, and with all this energy and time I have spent so far, I still dont have my microwave fixed yet.
  I also feel like Im being retaliated by this business owner just because I made a complaint on BBB. 
  Can this matter be escalated?
  
  Thank you for your help,
  *************
  
  Sincerely,
  
  *************

• Initial Complaint

  09/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed for a service repair through my warranty service and this service provider has been incredibly difficult to contact via any form of communication. There is no appropriate phone or answering service. They were supposed to repair my oven after ordering parts and then had me wait in a 5 hour service window at my home and never showed. I received an automated message that someone was on the way to my home at **** and then nobody showed come ****. Then no one reachable by phone and no one contacted me by phone.

  Business response

  09/21/2022

  Hello,

  We receive phone call as well is cancelation email from you warranty company that you choose to get service with another company. Will reach out to your warranty company to see how they want to proceed, will reach out to you as soon as we have resolution by your warranty. 

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has been dispatched by AHS a reputable ********************* to service 4 appliances on each service call they have falsified evidence of problem. did not resolve the issues and reported falls diagnosis and course of action to address the issues on each dispatch call. This company should not be accredited by BBB under falsifying facts and misleading data to consumers/Home Warranty Companies. They have charged the ********************* and refused to honor the service and claimed that the customer should remove the ********************** which are stated as built in and only then they can perform their duties.

  Business response

  12/29/2021

  We as Bay Appliance never falsified any reports. We came out on 2 appliances on the date of 12/16, a Dacor double wall oven and a GE microwave. The Double Oven Dacor requires a cooling fan for both the upper and lower fan, we submitted the report to the consumers home warranty asking for a different company to run the call on the Dacor, since it is a double oven and requires removal, and we currently do not have the man power to remove the unit and replace the fans. The microwave requires a display piece which we ordered,and the home warranty is having the customer remove the unit from above the range so we can install the display board. This consumer is blindly accusing us of falsifying information, when we did absolutely nothing wrong. The oven is supposed to be handled by a different company, the customer is demanding a replacement when we have nothing to do with replacement and her home warranty makes this decision, in this case we are not working on the oven anymore since we had it transferred and have nothing to do with the oven. There is no falsification of any reports, everything has been reported as seen.

  Customer response

  12/31/2021

   
  Complaint: 16406667
  
  I am rejecting this response because:

  1- technician visited on 12/16/2021 claimed that Dacor no longer provides parts for this model thus the whole oven needs to be replaced therefore he would send in his diagnosis. For the purpose of proof of falsifying attached see the receipt with no diagnosis stated as such.  We contacted the Dacor and discovered that parts are available and on sale for now.  We have never requested replacement.  We have reported the issue to the *** and warned them of the scams being performed by atbayappliances repair.  They have assigned a different contractor. 

  2-microwave is almost at the floor level another false statement made that the microwave is above the range top.  We do have a large hood and no range top with microwave on top.  Technician stated once part is in I will be in to install.  The part arrived on 12/20/2021. Repair company states they just received in on 12/28/21.  Either way, the rep from company contacted and claimed that *** does not allow them to move the microwave unless we disassemble it. We Contacted ASH, per JC, *** rep, such instructions were not given to the repair company.  This unit was serviced on 2020 by ************* and they did all the work no excuses made. 

   

   

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

  Business response

  01/07/2022

  This customer has been falsely accusing us since day one of falsifying facts. We visited the property to diagnose a dacor double oven and a built in speed **** style microwave, which she has also attached pictures of so I hope this will clear out the air for anyone who understands appliances, this is not a 1 technician job to remove the units. She is stating we said the parts were no longer available, our technician made a mistake which has been corrected before the report was sent to her warranty, Dacor parts are now made by ******* so the dacor part #s are no longer available and sub into ******* part #s, we never told the insurance the parts were no longer available, we provided them with the part numbers for both the lower and upper fan, regardless of which side of the fan needs to be replaced upper or lower, the fan connects to the back of the unit on both the upper or lower and requires the oven to be completely pulled out, we sent a report on 12/17 to her warranty with the issue of the unit, the diagnosis and part #s needed, and asked them to send this to a company who is able to remove the double oven and do the replacement of the fan, mind you all of these phone calls are recorded so there is nothing for us to hide. In terms of the microwave, we needed a display board and we asked her insurance to either have the customer provide access or to send to company who can remove this type of unit from the wall, it is very easy to say that the unit does not need to be removed, but unless you have repaired appliances you would not know that. This customer keeps saying we falsified facts, when absolutely not one thing was falsified, and everything has been properly reported to her insurance about the parts needed, the diagnosis of both of the units, and the fact that we do not have access because this is not something one technician can physically do themselves. If this consumer continues lying and spreading false information about our company we will take legal recourse, because what she is saying is 100% false. All of the parts are available, all of the proper part #s have been reported multiple times over now to her insurance, and her insurance decided to send this over to another company who can physically remove and repair the units because they have the manpower to do it, as we do not right now.

  Customer response

  01/07/2022

   
  Complaint: 16406667
  
  I am rejecting this response because:

   

  The business is falsifying the truth consistently, we have no option but contacting public ***** to expose them.   They have initially claimed that the double oven was inoperative as we have rebutted it is not true.  What do you call this the truth? Very well we will move forward with contacting public media.  If BBB does not want to keep our complain on record for others to review and be informed and there are no legal course of action to be taken by BBB at this time we are given no option by the atbayappliances bu moving forward and put them on public display.  We fully back our statements and truth lies in the fact that we have not changed our allegations or story as atbayappliances is coming back with a new story on each response.   
  
  Sincerely,
  
  *******************************

*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. ↩