ComplaintsforLake Appliance Repair

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 4 year old ******* refrigerator stopped chilling. While it wasn't under warranty, I went to ****** to see who they would recommend as the company they used for their warranties which is how I ended up with Lake Appliance Repair. Before that, I had paid an independent repair man to look at the problem, but he said I should contact ******* as it might be under warranty based on what he thought was the problem. When the Lake appliance tech came out, he said it wasn't that part so not covered under the 5 year manufacture's warranty. Okay. So I paid to have what he stated was the problem repaired. The date of the service was February 15th, 2024. However, that does not match their receipt. That only contains the 2/1/24 date the parts were ordered.On March 19th, I had surgery so I wasn't paying that much attention to what my refrigerator was doing as I foolishly thought it had been repaired.I noticed that it was once again freezing over and that things were not as cold as they should be. I called on Thursday April 18th and was told someone would get back to me. Didn't happen. So, last week, I went on the website and left my information requesting a contact. Didn't happen. So today, I followed their advice and sent a text. They did get back to me with the information that it was out of the 30 day warranty period and if I wanted them to come out and look at the job AGAIN, I would have ta pay another$125. When I said that was unacceptable considering that I had already paid $400 for less than an hour's work, they said the same.Also, the tech pretty much insisted that I had to pay for the labor up front. I said repeatedly that that is unusual and he just said that is the way they do business. In the end, that resulted in me being over charged $26.50. I understand if I needed to pay for the parts in advance, but not the labor.This is a horrible company that seems to care little about the quality of their work or customer satisfaction. They should not be licensed.

  Business response

  05/01/2024

  Lake Appliance Repair does value our customers and our goal is to fix each appliance correctly. We strive to provide service that deliver a great customer experience. We do understand that some repairs may not stand the test of time and that is why we offer a warranty for our paid customers. With this we stand by our work and to prove it we offer the following warranty on our services:
  5 Years on Non-electronic Parts (warranty valid for parts we supply and install, unless specifically noted).
  1 Year Labor (This length of warranty is nearly unheard of in our industry. We provide this so you can feel confident in your repair investment).
  30 Days on Service Call.

  This information is available on our website at *****************************************************************************************************

  It is clearly stated that service fee covers 30 days from the completion of a service call. Had ************ voiced her concerns stated in this complaint directly to us we would have explained everything to her and waived the fee since the concerns with the refrigerator could be related to the service we provided in February. Now that this has come to light, I have documented her repair job, scheduled for 05/07/2024, so that she does not have to pay this unless the issues are not related (this will be determined once the tech can diagnose the issues). 

  In reviewing the phone records, I was able to listen to the conversation that took place on 04/18/2024, and my employee did not follow the proper procedures. This has been addressed. The employee should have scheduled an appointment when we received the information the unit was freezing over.

  I have attached the signed estimate for review. In the estimate, ************ agreed to the amount of $765.50 for the repair, parts, labor, shipping and taxes are all listed. This was the exact amount charged, as shown on the estimate signed 02/03/24 and the receipt ************ provided in the complaint. 

  Regarding labor collected prior to the completion of the repair, this is not required. Labor can be paid on the final date of service, however, payment for parts must be collected when parts are ordered since parts are shipped directly to customers homes and are the customers property once paid for and received.

  I certainly see why ************ is frustrated with the recent interactions with our company. It is my hope that we can quickly resolve her refrigerator concerns and leave ************ well taken care of. The feedback in the complaint is valuable and will be used for training opportunities with our customer service representatives so that improvements can be made. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a oven from *********** It had some issue later with the display and its has been less then 3 month so its under warranty. They sent a technician and he came out to my house 8am with an rude attitude. Open the oven and said will contact us back. ***** later there was no contact from them so we contact them and they told us theres nothing they can do because of infestation. We do not have a infestation and they didnt even notified us. The technician was just a lazy grump guy that didnt want to work

  Business response

  02/19/2024

  There must be some confusion on the consumer side of this repair service. Perhaps there was another company involved besides Lake Appliance Repair. We first received scnotification of service needed from Amana/Whirlpool on 01/29/2024 and service was scheduled for 02/08/2024. On 02/01/2024, Lake Appliance Repair pre-ordered the presumed parts and contacted the ***** residence to advise we would need to change the appointment to 02/12/2024 and that parts will arrive prior to that date of service. No one answered at the phone number provided to Lake Appliance Repair but we left a voicemail. Lake Appliance Repair then text the provided number with this information as well. 
  
  We received appointment confirmation from the ******* on 02/09/2024 for the scheduled appointment 02/12/2024.
  
  ************** arrived at the residence, as scheduled, on 02/12/2024. While working on the range ************** discovered a cockroach infestation. As a contracted servicer for the warranty holder, we are contractually obligated to share these findings. This infestation was also shared with the consumer. At that point, the determination of coverage was in the hands of Amana/Whirlpool since infection is a factor in warranty voidance. ************** left the residence and that was the conclusion of service from Lake Appliance Repair.    
  
  Included in this response are the pictures of the model/serial tag as well as the proof of infestation. 
  
  Understandably, this may be confusing for the consumer, however, Lake Appliance Repair is no longer involved as it is within the determination of the warranty holder. We only had one service date, which was 02/12/2024, and no additional services have been scheduled. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were working with ** to resolve a problem with the refrigerator they had sold us. After going back and forth with them for about 10 days, we were given an appointment by this company. They came out, diagnosed the probkem and had to send for parts. The technician stated that he would be back the following Thursday, or before that if the parts came in earlier.The parts did come in earlier and I let them know, and was told that they could still only come Thursday.This morning I received a call that they couldnt come, because of not having the correct materials. I asked a few times what that meant and didnt receive an answer. I then received a text saying that they would be there between 12 and 4 today (same Thursday). I waited and waited, and at about **** got a call saying that they were not coming and the other guy had it wrong. At about the same time, I was texted a link that they would come and that they had completed the other jobs before us.They did not come and are now saying Monday. We have now been without a fridge for almost a month.This is unacceptable.After a few days

  Business response

  11/20/2023

  As stated in the consumers statement, Lake Appliance Repair was scheduled to return on Thursday for the completion of the repair. Unfortunately, two of the main tools the service technician needed to complete this repair did not arrive in time for the service. We attempted to arrange for him to meet up with another technician to borrow the tools but they were to far in distance for this to occur. Two separate managers were in contact with the consumer, once we realized we could not accomplish the service and the requests for an appointment sooner than Monday, and the tool situation was explained. This is a very unfortunate and has contributed to the frustration and disappointment of the consumer, but we could not complete this service on the scheduled date because of the missing tools. It is always our goal, as a service company, to provide the service we committed to, on the date it is supposed to occur. We are sorry we could not meet our commitment in this repair, when it was scheduled.  This service is scheduled today, Monday, and we have made sure ************** is fully equipped to complete the service needs.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Lake Appliance Repair to service a gas range (oven/stove). There was a very obvious gas leak, that needed immediate attention. The tech came out on June 8th, 2023. Today is October 23rd, 2023, and we still have a gas leak!! He has charged us to come back each time, and replaced parts we did not need! The tech had no ability to test for gas leaks, he wasn't properly equipped by his company to find or source a gas leak... let alone fix one once he had found it. They said they were unable to get parts from their manufacturing department... but the same parts they needed WERE available online, from the direct manufacturer - Jenn Air, and able to be overnighted. They wouldn't agree to order the parts direct from the manufacturer - and no reason was given other than it was "their policy"You are unable to call this place, and get any English speaking human...you can "request" a call, that rarely gets returned, and when it does its usually 7+ days until the call comes. I've seriously, and literally been left, with an active gas leak for over 4 months! The most recent 'manager' I spoke with accused me of lying to him, yelled at me on the phone, interrupted me, and absolutely refused to make the situation right. They have taken over $700 from me, and still nothing is fixed. When I asked for a refund, I was placed on hold for 45 minutes... of which I am still on! This manager's exact words were... "I feel like just telling you to go our separate ways... call someone else."I had to pay another company to come out with a gas tester to actually show them where the leak was. When we pointed it out... they did NOT fix it. Said... well, that part is probably the problem left the leak, and never ordered the part... and still charged my card!I gave this company, its managers and techs literally every opportunity to make this right. I was entirely too patient with their constant delays, lies, arrogance, negligence, and incompetent staff... and that patience and kindness resulted in me getting totally taken advantage of, and myself and my family at constant risk of gas leaks and mega safety concerns. I finally hired another company. They fixed it in less than 30 minutes by tightening the fitting where the leak was... and they ordered the parts to be replace with in 5 business days!

  Business response

  10/24/2023

  Lake Appliance Repair has acknowledged the errors in diagnosing this appliance properly and therefore refunded ALL monies paid by the consumer. Due to the confusing nature of the the repair and consumer requests, both parties mutually determined it best end the relationship and part ways. Our manager spent an hour on the phone, yesterday, 10/23/2023, attempting to work through the repair situation with Mr. ****** but could not come to a resolution. At this time, all collected funds have been refunded and the repair job has been closed out with no further service scheduled. Our goal is to always provide the best repair service possible and we attempted that with this service, however, ************** experienced difficulty determining the cause of the issues. We apologize for the frustration and repair delays this has caused the consumer. 

  Customer response

  10/25/2023

  I am rejecting this response because:

  It is not true that they tried everything they could to fix the issue. I repeatedly asked the tech to have his managers call me. It took months for me to finally get that call. It was finally on 10/23/23 that a manager called me. It is entirely unacceptable for a business to knowingly leave a gas leak for over 4 months... even more unacceptable that they kept turning the gas back on. The original tech was ****. **** finally alerted his manager, **** that the issue was still happening around Sept 13, 2023.  **** called me then, and told me he personally was going to see that this was resolved. 40 days later, **** finally called me, but still had no resolution.

  And, the final reason I have rejected the business response above is, its a total lie. They have not refunded me one dime! I just checked my card statement again! They have not issued me a single ***** in refunds.  And, the issue is STILL not fixed!  I am having to find, and hire, another company that has the competence to handle, what I am told is, a VERY normal and simple repair!  I've spoken directly to Jenn-Air, and they over-nighted the part that Lake appliance "couldn't find" I was able to find the part they needed within 10 minutes of searching, and its in stock, and already to my front door!  **** says they only install "their" parts. Why wouldn't they accept a part, directly from the manufacturer of the oven they are hired to fix!?

  Bottom line - Lake Appliance has displayed poor integrity, blatant lies to BBB and me (regarding what happened, and money refunded), incompetency to their specific trade, and total negligence for the safety of people around an active gas leak - for 4 months!  This is so far below the line of acceptable, that they have no business being in business.

  This business owes me all my money back, and frankly, the entirety of the bill to the other tech I have to hire to fix what Lake has no idea how to fix.  **** has made my home unsafe, and uninhabitable for over 4 months... who compensates me for this? This isn't like my ice maker was broken, or a fridge light was out. We had an active gas leak, gas valves that THEY kept turning back on, for 4 months!  Just a fake, half-****** sorry, and a lie that they refunded me my money is entirely unacceptable for obvious reasons. 

  Business response

  10/25/2023

  The refund was processed on 10/23/2023 at 8:34AM PST for the amount of $342.17. Banking institutions vary in their processing times and this is outside the control of Lake Appliance Repair. We, Lake Appliance Repair, acknowledge that we were not able to successfully complete the repair of the range. We acknowledge ************** was not able to detect the exact point of concern where the gas is leaking from. Due to our inability to resolve this we have refunded the charges. Again, our goal is to have successful repairs take place, and we do apologize this was not the outcome with this appliance. 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  JUne 14, 2023 I have paid ****** to this business to fix my fridge. $200 of it was for their service charge which I had to pay in advance. I received a part on June 15. The technician was to return on June 27. He charged me $306.57 for his future service. Later that day I changed my mind and cancelled the appointment. I shipped back the part they had sent me with priority mail. Post office reported that the office listed above was closed. I contacted the business and was told that their office is closed and they will not return my money unless they receive the part back. The part is with the post office, God knows where. How can a business put an address for their business on their invoice and the address be closed? I can't upload the invoice they have emailed me. Their email address is *************************************************************

  Business response

  07/18/2023

  The consumer was provided a non-refundable, diagnostic service on 6/13/2023 for $200.00. At the time of that appointment, the consumer was provided a total repair estimate of $506.57, this included parts and labor, of which the $200.00 diagnostic would have been proved towards. They signed and accepted the estimate and they paid an additional $191.57 for the part/shipping at that time. The part was ordered and shipped to the consumers residence. On 6/15/2023 the consumer advised they no longer wanted to proceed with the repair, they sent an email that simply stated "This is hey robbery", then called the office and requested a refund. They were advised we would email them a shipping label for the part return and once the parts distruster receives the part back, the refund would be issues. The consumer took it upon themselves to mail the part to a non-deliverable address, separate from the label we provided to them. Our office is not closed for business, it is unavailable for box deliveries and that is why we provide all the shipping labels necessary. Since the post office **** possession, the part should be returned back to the consumer, provided they properly have a return address on the package, and the consumer can use the *** label we provided. Once the distributer receives the part, a refund for the part, less the 20% restocking fee, will be issued. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  May 2020 my fridge freezer section stopped cooling. I engaged Lake Appliance for service. 6/6/20 tech ****** recommended a "closed system rebuild. We accepted the recomendation and scheduled the repair. Total cost: $3032.97. Work completed 7/27/20. Less than a year later the freezer was failing again and I re-engaged Lake Appliance. ****** arrived 4/20/21 and determined there was another defective part, the **** Board". I was charged another $643.60, repair completed on 5/18/21. This did not resolve the issue and I engaged Lake Appliance again. ****** came on 5/21/21 and recharged the coolant at no cost. Again early 2022 the refrigerator was failing. Lake Appliance was engaged and Tech ******* arrived 3/4/22 and recommended a "closed system rebuild". I complained this was already done in 2020, but he informed me certain parts should have been replaced but weren't initially. We pursued the rebuild where all parts would be replaced except the ones originally replaced with the first "rebuild. This cost me an additional ********. Parts were ordered, Tech ****** arrived on 5/17/22 to complete the rebuild. The repairs did not correct the issue, but made it worse. Now neither side of the refrigerator was cooling. ****** came back on 5/20/22 with another Tech ****. They seemed unsure how to proceed and stated one more part was needed to complete the repair, a three way valve. I was warned this part was on back order and was taking longer than expected to arrive. I remained engaged with Lake appliance for the next 5 months and even tried to source the part myself. I spoke with multiple people at the business with no success. Finally I got in contact with **** in January 2023. She stated she would work on a full refund for parts and labor for the trouble. She worked with GE on parts and ultimately refunded ~$1,600. That covered the second set of parts for the rebuild and a service charge but not the full amount. This has been 2 years with no resolution, seeking full refund.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is a company whirlpool uses for warranty repair. They cane out Nov 14th and was told I needed a new control box that was on back order with no eta for arrival. They stated they would be in contact with a update and as soon as I received the part they would be out within 2 days to repair. I called Dec 19 to inform them that I have received the part and the said they could not be out until Dec 29th. I asked to speak with a supervisor as I have been waiting over a month for my stove to be in working order & the associate disconnected my call. I called back and requested a supervisor again and they said I would have to receive a call back and could not give me a day or time. I just want my stive fixed in the promised time frame. Please be consistent with information given.

  Business response

  12/30/2022

  We are a contracted servicer through Whirlpool, the warranty company for this range.

  We first serviced this appliance on November 15, 2022. It was determined a part was needed to correct the concern. The part was ordered directly through Whirlpool, who advised there was no stock of this part, and there for backordered with no release date. At that point we, as well as the customer are at the mercy of distribution delays. 

  When we were contacted on December 19, 2022 by the Azarov's we scheduled service for December 29, 2022. It is the holiday season and because of increased demand, as well as a shortened work week for observance of Christmas, we were not able to have a technician there any sooner. The customer took it upon themselves to install the part before we arrived, and now the unit is not working. This voided their warranty. Additionally, there is a pest infestation, compromising the unit further. We are contractually obligated to used Whirlpool factory issued parts and are required to report unauthorized customer installations and pest infestations. 

   Due to customer induced issues, ********************** is no longer associated this this repair and the customer must refer back to Whirlpool, their warranty company for support.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a follow up to a previous complaint I had with **********. Lake Repair is the service providers for the protection agreement that ********** offers customers on their appliances. My ice maker has not been working for over a month now and a tech from Lake has come twice. They last came Oct 10 and replaced a new ice maker and water valve. The unit did not make ice the next day and was told it takes 2-3 days for the fridge to reach the correct temperature to generate ice. The big lie! It doesnt take 2-3 days to make ice. The lady at ********** has been very helpful and calls Lake repair for me to kinda put pressure on them. She too is frustrated, esp since we have purchased lot of things from them in the past. This complaint is with Lake Appliance Repair. I have an unresolved problem and they seem to not care. Now am told that they will come Oct 20. Unbelievable!

  Business response

  10/13/2022

  Our goal is to always first appliance correctly the first time. We admit this was not that case in ********************** ice maker repair. Our technician has attempted twice and will be out a 3rd time. While the delys in the completion of this repair primarily fall on us, a big part of the delays are because the unit is covered by a 3rd party warranty company. Lake Appliance Repair must follow the contractual obligations between ********************** and us. This is now the second time ******************** has come to us directly, instead of contacting his warranty company. This delays the turnaround time significantly. We are currently waiting for authorization from his warranty company to proceed with the continuation of the repair. Once authorized, we can offer a sooner appointment. We would prefer to move forward more quickly as well but since we are having to take the additional steps to procure the authorization. The goal is to have the ice maker repaired and we sincerely apologize it is taking so long. 

  Customer response

  10/13/2022

  I am rejecting this response because:

  the 2nd time the repair tech came, it did not resolve the problem. He put in a new ice maker and water valve and it did not generate ice! It's not like it was operable for couple weeks or months and then it went out again. The right thing to do is for the person to return and fix the problem. I was told to wait 2-3 days so the temperature of the freezer can return to its normal condition and result in ice being made. That was a lie because I recall the day I got the new fridge, ice starting dropping after couple hours! 

  I was told by ********** today that Lake has only one repair man for the area that I live in and just so happens the next available date is Oct 28. Its been a month since this problem first arose and now I have to wait 2 more weeks to get my ice maker fixed. The problem is they are short staffed, but more importantly, if the job was not successful and the customer not satisfied, they should return and finish the job. Not return 2 weeks later! I have nothing against the repair tech, he was humble and friendly and sorta felt bad for me for what is happening. 

  
  

  Business response

  10/17/2022

  This is an open repair, through a 3rd party warranty company, Banker's Warranty. The store the customer purchased the ********************** from is no longer a part of any coverage or discussion in regards to this refrigerator. ******'s Warranty is the authorizing agent in all things related to the repair and coverage. We are regretful this repair has taken the amount of time that it has but we are currently waiting for the authorization from the warranty company to proceed.  

  Customer response

  10/18/2022

   
  Better Business Bureau:
  
  Lake repair is negligent in the fact that they refuse to send out a repairman immediately to fix the problem. A new ice maker was installed, but it did not make ice. I was told to wait 2-3 days for the fridge to get back up to temp to make ice but I know that was a lie. Being short staffed is not an excuse for failure to provide service and fix the problem. The company is sighting a policy protocol for the delay which is wrong. I am at the mercy of companies who treat their customers as numbers and tell me to wait until your number is called. 
  
  

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 25, 2022 we contacted Lake Appliance (LA) to service our refrigerator. It took them several days to come out and diagnose the problem. They ordered parts and came back a week later to put them in. They left advising that it was all fixed. Within hours of their leaving on 8/16/22 we could tell the fridge was still not cooling (they advised it would take ***** hours). After 24 hours and it still not being cool we called them back-they advised they could not get back out to us until 8/20/22. It took 10 more days for them to come back out with new parts-when they left it seemed to be working-this was 8/30/22. When we got up to leave for our vacation the next morning we were hopeful that the fix had worked-we put some sodas inside so it had something to cool while we were on vacation from 8/31/22 to 9/6/22. When we returned home on 9/6/22 our fridge was above 60 degrees. We were so disappointed! My husband called LA first thing that morning and tech came out 9/9/22. Again it seemed to be working by 9/11/22 it had quit again. On 9/12/22 another call to LA -we're told they couldn't get out to us for a week. I called back and spoke to manager ***** who was able to get someone out the next day-it was supposed to be a SR. **** but it wasn't so the visit was pointless. I called ***** back and asked for her supervisor. I got Sr. **** ****. I expressed our frustration with their service and requested a refund. He asked if he could come out as he was confident he could get it fixed and if he couldn't he would personally process our refund. He tried three times and on 9/26/22 deemed it not repairable. We have tried to reach the owner of LA numerous times since then and have gotten no response. **** said the owner would call us -still nothing. We feel we are due a refund in the amount of $949.30 as after 2 months and 10 trips to our home, they were not able to repair our fridge!

  Business response

  10/17/2022

  We have refunded all money to **************** since we were not able to repair the unit to satisfactory, working condition. This refund was processed a week ago and **************** was satisfied with the refund when we last spoke with her. This complaint was resolved. 

  Customer response

  10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lake Appliance picked up a service call I made to ** for my refrigerator not keeping the right freezer temperature. They came out, diagnosed it, I paid, they came out to install parts and it was re-diagnosed with another problem, I paid, and they came out and installed the parts which completely broke my refrigerator and I had to live out of ice chests for a week and throw away around $500 in food. They came out and got it running back to the original way of not keeping the right freezer temperature and now want me to pay more to fix it again. I have spent $800 to Lake Appliance, lost $500 in food, and wanted a refund. I have called multiple times to escalate a refund up management, but they do not return my calls.

  Business response

  09/21/2022

  While we wish we had received the communication in a different manner, we understand the frustration surrounding this concern. Lake Appliance Repairs Technical Manager spoke with ******************** and issued a full refund. We are regretful we were not able to provide the excellent repair service we strive to provide. 

*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. ↩