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:11/28/2022

  Type:Service or Repair 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 this company to fix my broken refrigerator, their technician showed up about 3 times and the problem was not fixed and after they left my refrigerator was leaking and flooded my home. I am providing a copy of my credit card bill as the company took my credit card number and charged with without giving me and invoice. I called them several times since then for a full repair or refund, but they refuse to assist me.

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 8, 2022/12/30) */ Hello, Please forgive the delay in getting back to you, however the holiday times are the busiest time of the year in appliance business and we had an overwhelming number of clients in need of service. The client called first on 04/20/22 asking for service due to: EVERYTHING IN FREEZER IS FROZEN - ICE ALL OVER HIS FOOD. Profix offered same day appointment 12-3, but customer didn't want to wait "3 hours" and did no accept the appointment. Customer called again on 06/22/22 made an appointment for 07/04/22 which was confirmed on 07/01/22. Here is the findings from the initial visit: checked unit/ found hi-temp alarm in freezer but at time of service temp is normal/ water leak on bottom came from the drip pan that overflows/ condenser is very dusty and inverter shows signs of a short/ the fill tube needs to be deiced and condenser cleaned; ordrng 1 inverter and 1 fresh food fan, Cllctd $90.00 CC Ref # *********. 07/05/22 estimate ********* was emailed, customer called and approved the estimate. 07/06/22 parts were ordered and on 07/21/22 parts were installed: CE there 7/21 THU, 14:06 to 15:48, shut power off/ removed top grill and control panel/ removed condenser fan and replaced inverter/ vacuumed condener/ removed ice maker and back metal pieces/ deiced fill tube and secured heater/ reinstalled all parts and turned on water/ test/ ok now. On 07/22/22 Profix emailed invoice. Balance Due Sent $641.41. Same day client called back and said he's getting big chunks of ice instead of regular ice cubes. Profix created a new job # *****. Right after the weekend on 07/26/22 a new estimate ********* was emailed with no additional labor charge as a customer courtesy. Parts recommended by the technician were ordered on 07/26/22 and have been on back order with ***************** ever since. Profix went back to client's house at no charge on 07/28/22 and turned water off to the unit to prevent any possible water leaks. Since the order was placed on 07/26/22, the part has not been available anywhere, so Profix kept checking the order status and regularly informing the client of the back order status. ****** kept changing the ETA of the parts availability. Profix offered the client refund for the new parts deposit, however we asked the client to also pay the remaining balance of $641.41 for the parts replaced on previous visit and customer refused. The communication with the client on Profix end has been professional, however the client has been vulgar, disrespectful and yelling over the phone. The latest ETA from ****** is 04/23/2023. We understand and appreciate the client's frustration with the parts back order, however since we use only ****** original parts there is nothing we can do if the manufacturer is unable to provide the part. On our end we provided free of charge visit to shut the water off and no additional labor to install the additional part. From my perspective Profix has been fair and professional.