ComplaintsforA & R Appliance Repair

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon reviewing additional ****** reviews, it has become evident why their service quality is subpar. I engaged their services for dishwasher repair, during which they replaced the soap dispenser. Unfortunately, the dishwasher now emits a noxious chemical smell, raising concerns about potential toxicity. Moreover, the dishes seem to retain a residue from this issue.Despite notifying them within the initial 30-day guarantee period by leaving a message, I received no response, and my concerns were dismissed once the guarantee timeframe lapsed. Their refusal to address the issue and the lack of responsiveness to customer concerns reflect poorly on their ethical standards. It is disheartening to witness such behavior.I am concerned that their work will affect my family's health. It needs to be addressed and resolved.

  Business response

  03/12/2024

  I am the office manager and I spoke directly with this customer. She waited until well after her 30 day recall period through her WARRANTY. The warranty company told her she has to pay her deductible again if she is having issues with the unit. Upon my conversation with her, she stated she went on an extended vacation and the unit was not a priority until she got back, which put her out of the WARRANTIES recall period (not ours). All she had to do was have her warranty company send a new dispatch over so we could go check the unit. Also, the odor was not the original complaint, therefore we are only allowed to address the complaint that was called in to her warranty company which was the soap dispenser. This is a different issue and again, she chose to wait the long period of time to have this checked. This is at no fault of our company.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their contracted technical damaged my Appliance

  Business response

  12/04/2023

  This issue has already been addressed with the technician, tech manager, office manager and the customer.

   

  The technician did not break the shelves in her refrigerator, which is what she is trying to claim. The technician did not work inside the unit at all because the issue was in the back of the unit. The customer wants new *********************** so that is the tactic for her complaint.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original service call July 12, 2023: When above-range microwave is turned on it immediately trips the circuit breaker. First service appointment, July 25, 2023; technician removed microwave & assessed; ordered parts; he properly reassembled & left my clean microwave on the counter anticipating a return within 2 weeks to complete repair. For a full month, A&R Appliance blamed AHS for delays, claiming AHS did not order parts. *** said parts were delivered to A&R on August 1, 2023. A&R finally found the parts and made an appointment to complete service on Sept 5, 2023. I wasted PTO to be available for the repair appointment. After waiting 2 hours, I called A&R and was told the appointment was cancelled because the technician "called out".Appointment rescheduled for Sept 12, 2023 between 8am and noon. Different technician finally arrived at 11:35am. When the technician was done, I saw that the microwave worked without blowing the circuit breaker & quickly signed the papers so I could get to work. Technician refused to give me a copy of the papers I signed & I didn't have the time to argue. After work, a closer look saw the entire front side of the microwave was covered in grease, the door is very crooked offset by inch (microwave does not work at all if the door is moved to its proper position), the control panel is not installed properly sticking out about inch, the range hood vent is not even attached to the ducting and the cord is improperly routed.I have called & emailed A&R Appliances several times & have been put off, lied to & ignored. I received one response from *****, the office manager, to ask me if I reinstalled the microwave myself since her tech noted the microwave was on the counter when he arrived Sept 12. All appointments combined, I have lost more than 8 hours of pay - more than I am willing to spend on a NEW microwave. I am not asking for financial compensation. I just want my microwave to be properly reassembled and properly reinserted.

  Business response

  09/27/2023

  I have reviewed all documentation and phone calls associated with this customer.

  The customer (clearly documented in the system) requested 9/12/23 for her appointment date, it clearly is documented she refused sooner due to her busy schedule. It is also clearly documented on the invoice and in the system that the customer had to make the unit accessible for the part install which includes, removing/reinstalling unit due to the liability. After the repair was complete, she clearly signed the invoice stating "the repair is complete and done to my satisfaction", therefore, she has no complaint with ************** or company at this time.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was set by my warranty company to fix a freezer I bout a year prior. The appointment was set 8am-12pm and I received a call from ***** owner at 12:45pm saying that a tech was on their way and if anyone was home. I said my son is and that he will need to be leaving soon as your tech is late. The rudeness that came from them from there and the threat to me for asking them the questions to why no one was called. ***** then told me not to forget that they have my address. What that supposed to mean? Is that criminal threat?

  Business response

  08/30/2023

  This is absolutely a fraudulent account of any conversation with me. I have never threatened anyone. This customer was cancelled out due to him being aggressive towards my staff.

   

   

  Thank You,

   

  *****

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  American Home Warranty sent this company out to our home for a small repair on our washer valve.. A plumber was sent out 3 weeks ago and then came back today with the part to complete the work. On the 1st trip out, tec seem uninterested and bothered that he was sent out. We thought it was the heat. Today was another story. 7/28/2023 this morning tec came back out with the part. After he took the machine apart, he left the hoses on the floor draining out water and yelled at me to get towels and clean it up.... He had both the washer and dryer pulled out and disconnected. the dryer had blown lint everywhere. Tec told me that he got the machine out but was not putting it back because it did not belong where it was, that it was too big...?? Its where it was when he was out the 1st time and said nothing then... He was demanding and loud. I was home alone. I told him that I wasn't prepared to clean behind the machine right then and he insisted that I get towels and clean it up. I asked if there was electricity back there and he told me again to get it cleaned up. I told him I was going to call my spouse, and I did. My wife said for me to ask him to leave, so I said. At this point I'm going to have to ask you to leave. I told my wife he was scaring me with the demand that I get in there and clean up this mess...that he made! He picked up his tool and left, no words nothing, just left. We called the A&R to complain. tec told them that I had used foul language to throw him out of my home after he had told me and explained to me that he could take machine out but not put it back, that I had made the decision to have him leave the machine and drier out in the middle of the floor unhooked and would pay him for??? then call another company to come fix it and out it back.. I know, I'm as confused as you. We called the Home Warranty company; they are staring an investigation that will take up to 48hr and we have no working machines and feel bullied and scared. We have pictures

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 4 months ago our GE washer went out and stopped working. I then contacted my warranty/insurance company for resolution of this issue and I was told that their policy called for repair techs to come and attempt to fix such problem. Since then and today 3/28/2023.. 2 different techs have came to my home on 4 different occasions only to be told that on the last occasion it would not be fixed and I would be given a new washer yet on the above date I phoned my warranty company ( assuarant) and they informed me that a and r appliance had relayed to them they had in fact fixed my washer this was a complete and utter fabrication. When I phoned a and r appliance to seek solace about this lie they were rude and hung up on me and declined future service I alerted them I would contact the bbb and they sarcastically recited the website of your entity.... Policy #23****61df

  Business response

  03/29/2023

  Good Morning,

  
  

  The unit was working when the technicians left the home. This customer was advised that if he is still having issues, a recall would need to be placed to recheck the unit and see if it is repairable or needs to be reported for replacement options. He is demanding that we just get him a new unit. He was advised that repair has to be attempted per his warranty policy before any further actions can be taken.

  
  

  
  

  Thank You

  Business response

  03/29/2023

  Good Morning,

  
  

  The unit was working when the technicians left the home. This customer was advised that if he is still having issues, a recall would need to be placed to recheck the unit and see if it is repairable or needs to be reported for replacement options. He is demanding that we just get him a new unit. He was advised that repair has to be attempted per his warranty policy before any further actions can be taken.

  
  

  
  

  Thank You

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to meet scheduled appointment, no call no show for refrigerator repair, rude personnel answering phone, came twice to assess and fix fridge with 30 days between visits, problems persisted after repair and i was ghosted. Need accountability here, very rude and unprofessional, unacceptable for a business to practice in this manner

  Business response

  01/19/2023

  This customer was on our schedule for 1/13/23 between 12-5. The technician attempted to call the customer on the way to her home and she didn't answer to confirm. This automatically put the customer as a no show since she wasn't home for the appointment. We then scheduled the customer for 1/16/23 between 12-5. We received an email with the customer literally using the "F" word numerous times and stating she doesn't want us to come out so we cancelled the appointment.

  
  

  The customer has been abusive to the office staff and used very vulgar language and we will not service her.

  Customer response

  01/21/2023

   I am rejecting this response because:
  The timeline of phone calls is inaccurate. The call for the appointment on Friday January 13 between 12pm - 5pm was received and confirmed on the previous day, Thursday, January 12.   There was no phone call, missed call, voice mail, etc. for the day of the appointment on January 13 from either the office or the technician.  The technician simply did not show up.  This was the missed appointment from A&R Appliance bringing their total missed and retimed appointments to three since the beginning of their services.  

  
  

  The business is correct, I did leave a voice message and text message to the business using colorful language as I was very upset about the lack of communication, the repeated failures to show and the turnaround time for rebooking appointments.  My warranty company reached out to A&R Appliances to rebook and contact me on Saturday, January 14 which did not occur.

  
  

  My next communication was on Monday, January 16 with a technician who wanted to just drop by to check the model number of my refrigerator but not to do any work.  An unconfirmed appointment did show up on my Warranty company website for January 16 but from 5pm to midnight! A&R did not call to confirm this appointment.  I let the technician who called me know that I was not home or available to come home, that he should have my model number already since they previously ordered a part and it was included in the original order, and that to not bother because I had already 'fired' A&R Appliances with my warranty company from a call made earlier in the day so the whole thing was moot anyway.

  
  

  This behavior from A&R Appliances has gone on for over a month, with most interactions being pleasantly polite in order to not ruffle feathers and accommodate the appliance company to meet their appointments.  I am keeping my complaint because I still do not have a resolution of repair or notice that the appliance is irreparable from them.  I cannot continue to be at the mercy of a company that will not fulfill their obligations and I won't be vilified by this disgruntled office worker.  

  
  

  I did not verbally abuse the technician, I just updated him about the status of conducting further business with his office and did not raise my voice, use foul language or anything of that nature as this technician had previously came into my home and was nothing but professional.  My issue is purely with the office manager who makes false appointments, fails to make proper phone calls, antagonizes customers and then acts as if every customer is the one creating problems.  This business has multiple similar complaints to my own not only with BBB but with other service review sites on Google, Yelp, Angie's List, etc.  

  
  

  In terms of resolution, I do not care what happens to A&R Appliance as I will not be conducting any future business with them. At minimum I would like to see their already low BBB consumer rating remain low.  I am not doing this out of vindictiveness or a need to be heard, I just hope other consumers do not experience similar treatment that I have received.  I would hope A&R Appliance take an introspective look at their conduct and adjust accordingly to prove myself and others who have had similar experiences wrong.  

  
  

  I do apologize to you at the BBB who have to spend time tracking down complaints such as mine and I sincerely hope all of us, including A&R Appliances, can become better for this unfortunate customer service failure.

  
  

  Thank you immensely for your time,

  ****** ******
  

  
  

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted company to come fix my refrigerator in late March of 2022. After coming out to diagnose the issue I was told they had to order a part and would be back in a week to repair. A week went by and after hearing nothing I contacted and was told the part would be delivered on April 6th. On April 7th I called and was told they didn’t order the part yet and they didn’t know when it would get there. After 12 calls I finally received a call for the technician to come fix on the following Wednesday, the 20th between 12-5. After waiting at home the technician called and said they couldn’t make it and rescheduled for Saturday the 23rd. The technician came out and “fixed” the refrigerator but failed to make sure it was fixed. After a few hours the refrigerator was still not getting cold. I called on Monday the 25th to get this resolved and was told the technician would be here on the 27th. After a no show I called the business to ask why and they said it was fixed and the technician had been to my house. If you review this company online they are receiving very low reviews. Unfortunately with my home warranty I have no choice but to continue relying on them to fix my refrigerator.

  Business response

  04/29/2022

  This customer is being taken care of. The part installed failed, which is out of our control since we do not manufacture parts, and therefore the unit needs another repair. All appointments and phone calls are documented through our system and it is documented that the customer refused many sooner appointments to get the refrigerator repaired so he delayed service. We have never no showed an appointment on this customer. 

  
  

  This is not an accurate description of this work order/repair

  
  

  
  

  *****

  Office Manager

  Customer response

  04/29/2022

   I am rejecting this response because:
  
  Work was scheduled to be completed on Wednesday the 20th between 12-5. The office called to reschedule, after noon, to say they couldn’t make it.  They gave us the option of Saturday the 23rd and came out to fix.  On Monday the 25th of April I called and spoke to Lauren.  I let her know the fridge still didn’t work.  She scheduled a technician to come out on March 25th between 12-5. I called at 1:30 to confirm and was told the technician already came and fixed it.   He did not.  After 20 minutes of being out on hold I was told there was nothing they could do and I needed to call my home warranty company.  So I did.  Then I conferenced them in with this business.  They put us on hold and didn’t pick back up.   The next day I called and they offered to come out on Monday.  The one day that doesn’t work for us.  They now say they will be out to fix on Wednesday the 4th of May.  We are now over 1 month since contacting to repair.   This is the first time we’ve had to push out this repair.  

  
  

  Go on any credible search engine, yelp or Angie’s list.  This company has a track record of not doing what they say they will do.  

  Business response

  05/02/2022

  Yelp is a paid service and we refuse to put money out for their service so they are extremely discredited. We have been on business a lot of years and run over 100 calls per day. 

  If you need assistance with getting your repair done then ask to speak to the manager and you will be helped by her.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i initiated a service call through my home warranty co. Sears Home Warranty on 1/29/22 for washing machine repair.i was told that someone would be here at my home on feb 1st. No one showed up. I contacted sears who informed me that it was handled by second party ( National /Service Alliance ) who gave me the number for local service provider ( A& R Appliance )####-###-####) I called them and a lady answered. gave her my info and she said it would have to be next week feb 10th. I asked why so long out. Her reply was that she only had 1 tech that serviced my area. I replied that i hoped it wasnt going to be the same tech that they sent on previous service call because it was for the same problem with our washer aprox Jan 09 of 2022. because he didnt seem to know what he was doing. She promtly said well then we arent going to come to your address and hung up. I am still trying to get something done and get a repairman out to servece our washing machine. The lady at A&R Appliance is very rude, and lied to National Service and Sears telling them that my problem wasnt covered by my warranty. It most certainly is covered. washer not draining or spinning, sears was also told that i had tried to make a repair myself prior to their arrival. For one they never arrived for this service call and i have never tried to make a repair on my own. I am currently out of pocket $100.00 to Sears. I dont know how the appliance co gets paid.

  Business response

  02/07/2022

  As you can see by the customers complaint himself, the majority of his issues were with Sears and not A and R. We are extremely booked right now but were still able to offer an appt within a week of the service call we received. He refused to schedule so the work order was closed per warranty.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $75 for a technician to repair my dryer. The technician showed up 3 times without fixing my dryer. They are trying to schedule another date to attempt to repair it. I asked for my money back and they hung up on me. They are doing the same thing to 115 other people who all have their complaints posted on Yelp. They were sent out by my homeowner's insurance company. The policy is if they can't fix it I get a new dryer but they won't give me one or my $75 back

  Business response

  11/10/2021

  The $75.00 the customer paid is for the warranty company. This is gis deductible for them. We do not have control over that 75 dollars

*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. ↩