ComplaintsforLake Appliance Repair

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted Whirlpool for service on our 2 yr. old ******************* set us up with Lake Appliance Repair.We had to prepay the appt. They came out & diagnosed the problem & said they had to order the part. They said they were having it shipped to our house & to let them know when it came. We then looked online & found many many reviews where people had been waiting for weeks/months for their parts and still had not come. So we called **************** said our refrigerator was now discontinued and the part we needed was not being made anymore. So we called Lake Appliance Repair to get a refund as we did not want to continue waiting and they said there would be a 20% restocking fee on a part we did not get nor did they & is not being made anymore. We do not feel we should pay this fee for something we never got. All we are asking for is a total refund of the part they had us prepay for. Also we never got a receipt for our payment on the part or their service call. When I called them they had an incorrect email and still after correcting that they still did not send a receipt.

  Business response

  09/09/2022

  When we were contacted for the out of warranty service repair on August 3, 2022 it was explained we collect the $125 service fee for diagnosis of the unit in need of repair. This fee is waived if the customer proceeds with the ********************** and the customer is only then responsible for the part, shipping and labor, provided in a separate estimate, if the estimate is declined the $125 is not refundable. Our technician went to the residence on 8/19/2022, provided the diagnosis, at which time the ********* approved and paid $230.32 for parts and shipping. After the parts were ordered, Lake Appliance Repair was later informed by the manufacturer and parts distributer the parts would not be available until 9/21/2022 and notified the ********* of this on 8/29/2022. The ********* the advised they did not want to wait for the parts and cancelled service. Lake Appliance Repair refunded the amount paid for the parts and shipping on August 31, 2022. The original $125 diagnostic fee was not refunded as the diagnosis was performed and was accurate. We always hope to have parts for a repair in a timely manner, however, when the manufacturer has a backorder we are not able to always roved a timely repair. We apologize for the frustration and inconvenience this has caused the *********. The refund was already processed and there are not any additional steps or  actions Lake Appliance Repair has in this matter. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contacted Lake appointments repair on Friday, August 5 seeking service on my propane stove and refrigerator ice-maker. I was told that for two appliances the fee was $140.00 for the first and $70.00 for the second. I paid the deposit over the phone and she scheduled me for a technician to come the next day. I was told that the deposit would go toward the total fee for the job, and any additional would be charged at the time of service.The technician arrived the next day on time. He evaluated the oven and determined that the igniter was no longer functioning properly. He had the part on the truck and was able to install the new part quickly and easily. That resolved the oven issue and I was very pleased.I suggested that the technician taste the ice cubes and see if he agreed with my appraisal that they tasted stale. He did not agree, thought that they tasted fine. At that point I chose to cancel the service call on the refrigerator as no work had been done on it. Technician told me that he could not cancel the call and suggested that I call and speak to a manager the next week to get it resolved. I agreed to do so. I called the office on at least two occqasionss and asked to speak woith a manager. The phone personnel (******?) would not connect me to a manager. I asked to have a manager return my call. To date, seven days now with no reply.The charges for the oven repair included the parts, shipping, labor, and tax for a total of $338.83 from which my $140.00 deposit should be deducted for a balance of ******. The technician used $338.83 and deducted $70.00 leaving a balance of ****** for which I was charged. I have received a refund of the $70.00 deposit for the refrigerator, and thank you very much for that. However, I am still seeking $70.00 for double dipping the oven repair.Invoices and documentation attached below.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We ***** FOR PROBLEM WITH REFRIGERATOR FREEZER. AFTER INITIAL INSPECTION, REPAIRMAN INDICTED WE NEEDED A MAIN BOARD AND A HEATER HARNESS AND WE WERE BILLED FOR THOSE PARTS. UPON RETURN, REPAIRMAN ONLY USED MAIN BOARD TO COMPLETE REPAIRS. HE LEFT THE $37.66 HEATER HARNESS. WE HAVE REQUESTED A REIMBURSEMENT FOR THE HARNESS WITH NO RESPONSE FROM LAKE.THEIR PHONE SERVICE WILL NOT RESPOND TO OUR CALLS? WE HAVE THE INVOICE FROM LAKE.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an issue with my refridgerator freezer not working and my washing machine buzzing when washing clothes. I called around to many appliance repair shops and all required a diagnostic fee to even look at the issue in my home. Lakeside Appliance Repair said that the diagnostic fee could be applied to my ****, parts or labor. The technician came to my home on 7/12. He quickly assessed the situation in ***** minutes and then spent another ***** minutes writing up the estimate. He told me it would be $800 total, of which, I would pay the balance of approximately $530. I told him that seemed really high for a quick job and he asked "do you not want me to do it" in a nice manner. I realized that I would lose the diagnostic fee which was higher than other appliance repair shops, but Lakeside at least offset the final **** with the $210 I had already paid. The parts were delivered and the technician showed up as scheduled on 7/26. He spent ***** minutes repairing the items. I was surprised that it was done so fast given how much I had to pay. Both repairs were done satsifactorily manner and this complaint has nothing to do with the repair itself or the conduct of the technician. I then received my final invoice via email and was shocked to see that the labor totaled $595 for both repairs which at most were 2 hours (generously rounding up). I then called Lakeside to inquire about their hourly rate as at minimum it seemed I was charged the time for each job, even though both were done at the same time. I was told I signed the estimate and they charge by job and not by the hour. I asked, how can you charge $595 for less than 2 hours of work, even with commuting time, it would be an exhorbitant fee & just because I signed an estimate I was able to be taken advantage of as I didn't want to lose my diagnostic fee. Anyway, after speaking to ******* at Lakeside I was told there is nothing she can do. I asked to speak to a manager and none were available.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Repairman arrived 4/22/22. Told me total cost for oven repair would be $428.60. Receipt states paid in full. Today (6/3/22) they charged my card $350.00 without my consent. I would NOT have repaired the twenty year old oven for more than I paid that day in April. The oven doesn't even work even now. When I call them they hang up. Capital says I have to wait until charges are processed and then file a complaint. This company's business practices are totally unacceptable. Please advise as how to proceed.

  Business response

  06/10/2022

  Hello, 

  I have reviewed the records for this repair. I will be reaching out to the customer to discuss 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have a home warranty with fidelity home warranty. They selected lake appliance for our repair. Initial ticket was open in December 2021 for faulty washer. Lake appliance had delays due to parts then they failed to diagnose the problem. Their fix did not solve it. So we have waited months and they keep telling us the part is back ordered. Today after finally getting the part number I cant find out online that the part is no longer available anywhere and a new part should be ordered. We have waited months for our washer to work and the reason we are waiting is because they are failing to order the correct part. I can buy the part today online so I really dont understand why they cant do this simple task.

  Business response

  06/02/2022

  We never like to have a customer wait for a washer ********************** to completed for the length of time that Mr. ***** has had to wait. We've been in business A LONG TIME and have seen over the years a few unfortunate situations such as we have experienced with this repair. There are so many moving components happening in the background that the customer may not ever understand. First, we have to follow specific instructions directly from the home warranty company. We are not allowed to just fix the washer with any tools, supplies, parts, or distributors. We are under contract to do as they instruct. Sometimes this means that they have to supply the part themselves. Sometimes they don't approve the repair because it may be economically better for them to replace the unit. Sometimes we schematics change and service bulletins are published (only visible to authorized service centers) and parts might change by the serial range. There are so many variables-- not to mention human error possibilities on our part as well. I can say with certainty that we do everything in our power to provide the best service we are capable of providing. We may lack man power on any given day and might not be able to answer our phones as quickly as our goals are set for. As a business owner I do appreciate the feedback and I absolutely apologize for the experience that Mr ***** has endured (whether in or out of our control). 

   

  In the end Fidelity authorized an exchange or Buy-Back and the repair is now closed. 

  Customer response

  06/03/2022

   
  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

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My freezer went out last January. My warranty company has Lake Appliance as their repair service. I called them and they only service my area on Mondays. They stated they could come out Monday. I took off work and waited and they never showed up. I called them the next day and they said it was the next Monday. So I took off work again and the technician showed up and said he would need to order parts and return. Because of Covid-19 and shortages the part's were ordered January 6th and finally arrived first week of March. I understand they have no control over that. I did call them twice during this time period and asked for the technician to contact me, which never happened. After receiving part's, I called to set up appointment. They said they would be out Monday, so I took off work and waited. No show again. I called them and they stated the appointment was for the following Monday again. So I take off work once more and wait, this time the technician calls a few minutes before my appointment and says they took the work truck in for service and they would have to reschedule. This was on March 14th. I called them to set up appointment again and they say they can come April 18th. I explain we are a family of 5 and waiting that long doesn't work for me. The youg lady says, she will see what she can do and get back to me. I never heard back, so I called again the next day and the same thing happens. I still have not heard from them and it has been a week.

  Business response

  04/04/2022

  We are a 3rd party contracted service company. The duration of this repair has been exceedingly long but that is mostly due to the process of being granted authorization from the consumers warranty company and the extreme delays in obtaining the backordered parts to complete the repair. These are situations completely outside the control of our company and led to the long timeframe. Our only technician in the area had an untimely van breakdown followed by illness. We do have service scheduled for April 18th. We are working to provide a sooner date. As mentioned previously, we only have one technician in this area and demand is very high. We are hoping to provide a sooner date and will contact ************** if a date becomes available. 

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to fix my microwave. It had an error that the manufacturer said required someone to come out to fix. ***** who came to the house was super polite and respectful. Unfortunately the manufacturer was not able to tell him how to fix the problem. ***** ordered parts and came back to install them, unfortunately this did not solve the problem. He had to come back 2 more times and we are still having the same problem. My issue is that the office told me he was still looking for the part and that they would call me to schedule. That was 2 months ago and my microwave is still not working. I called and left message after message with no call back. I finally emailed the owners over a week ago requesting a refund for the $500+ that I have paid to have the appliance fixed with no response. While ***** did a great job, this company is taking no ownership for either finishing the job or refunding me what I have paid for them to not fix the problem.

  Business response

  01/31/2022

  To Whom it May **************************** am so sorry for the delays in getting your microwave up and running in a timely manner.  I am reviewing the information in your file with our parts manager and field service manger to quickly identify what is wrong and what we can do to take care of you. I will be following this up with a phone by the end of the week with a resolution. 

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in August for the business to come out and repair a brand new frigidaire refrigerator; the freezer door was clicking when opened. The technician was able to come out and repair the door. During the visit i told the technician that he needs to be cautious because the refrigerator is stainless steel and the counter will scratch the door. He was not cautious enough which resulted in a scratch of the refrigerator door. Additionally, during the visit the technician unplugged something internally on accident and used a metal puddy knife on the refrigerator leaving marks and dents all over the water dispenser casing. Just really poor work. After the work was done, the technician left, and days passed i get a call asking if i could take a photo of the serial and make and model because the technician forgot and they cant file a claim with frigidaire without it. Inconvenienced, i did so. A week or so later i receive another call saying they need the picture otherwise they will **** me directly. I sent it AGAiN that same day. No response to either email was made. Today, i get an invoice for over $200 in terrible services which also resulted in damages to my new refrigerator . I sent the picture a third time and called to make sure they got the pic. The person on the phone was extremely rude, and said the photo was not clear and i would have to retake the photo again. When i look at the photo on my phone i am able to see the make and model very clearly. I sent another email with a zoomed in version of the same pic. I have attached both photos for reference. Ultimately me as the customer should not have to be inconvenienced by a businesses lack of customer service and training to make sure they have all they need for my services to be complete. Even though there were some damages during the visit i was going to let it go, but now that i have to file this claim i am requesting a replacement of my refrigerator.

  Business response

  11/23/2021

  To Whom it may concern, 

  I have spoken with the customer about issues with our services, I advised both issues have been addressed. We are billing the manufacture for the repairs rendered using the pictures provided by the customer. I also asked for pictures of the damages done to the door. We will be reviewing and seeing what needs to be ordered to take care of the scratches. I provided my contact information if the customer needs to reach out to ********************** for further follow up or any concerns. 

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently installed a brand new Kitchenaid dishwasher that did not work on its first use. Per Kitchenaid's warranty, I called the repair service Lake Appliance. Our exchange went as follows: 8/7 Appt was made for 8/26 8/26 Repairman came in, reported that a new part was needed. Drain pump did not work, reported this was a common problem on this unit. Appt scheduled for 9/9. 9/9 Appt cancelled ("part not in"). New appt made for 9/27. 9/27 Appt cancelled ("repairman not available"). New appt made for 10/2. 10/2 Appt cancelled ("part not in" although Lake had been told part HAD arrived at my home). New appt made for 10/14. 10/14 pending I believe because Lake Appliance is based in ********** is in over its head in servicing units in ********. They do not appear to have enough repairmen in the area. They also appear to have communication issues within the company itself and with customers, which has led to an inability to complete jobs.

  Customer response

  11/12/2021

   
  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.

   

   

  The issue was resolved on Thurs., 10/14. 
  
  It turns out that the first plumber to inspect the dishwasher had been incorrect. The dishwasher did NOT need a new part. It had been installed incorrectly and a plug between the dishwasher and garbage disposal had to be removed. That was all. 
  
  Given that it took two months, one faulty diagnosis and numerous cancellations from Lake Appliance for no justifiable reason, I stand by my complaint that Lake Appliance seems to be in over its head in their business in Hawaii. They do not appear to have enough plumbers and their plumbers do not seem to know what they're doing. 
  
  Thanks to the BBB for putting pressure on this business to get this resolved. 
  

*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. ↩