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:03/05/2025

  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.

  On February 5, I put in a request for a dishwasher repair from American Home Shield. They assigned us Antech. It took a week for someone to contact us about coming to diagnose the issue. Someone did arrive eventually. They gave us a 5 hour window. When the person arrived he was very unprofessional. Sat in his car for 10 minutes before coming to our house and when he finally did come in he spent 5 minutes and left. They then scheduled a for a tech to come on February 19. Once again they gave us a 5 hour window of 1pm-6pm. At around 4:30, I received a text from the supposed technician who cancelled! I asked for an explanation and they said they can't come. When I pressed if they can send another tech and to give them the part needed to fix my dishwasher. They said no. I had to call and complain and eventually they sent a tech that same day with a part that was supposed to be the only thing that needed to be replaced. The tech replaced the part then said there's another issue and they had to fix and they didn't have the necessary part and they will order it. 2 days later I find out that I had been dropped by this company and they sent another company just as terrible. My dishwasher is still broken and this company is unprofessional and lacks basic communication skills. Being dropped has now added 2 additional weeks to a problem that is yet to be fixed.

  

  Business Response

  Date: 03/05/2025

  Dear Mr. ***************** you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced throughout this process.
  Our goal is always to provide timely and effective service, and we regret that your expectations were not met. We understand the delays and miscommunications you encountered were frustrating, and we take this matter seriously.
  After our technician's initial visit, it became clear that the issue required further expertise. As a result, the service request was transferred to a factory-authorized service provider to ensure proper diagnosis and resolution. While we understand that this added additional time to your repair, our priority is to ensure that your dishwasher is fixed correctly.
  We appreciate your patience. Please let us know if there is anything further we can do to assist you during this process.
  Best regards.

• Initial Complaint

  Date:01/03/2025

  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.

  1/3/2025 - The repair technician was negligent and delayed ordering the parts within a reasonable timeline (delayed ordered over a week past the inspection). They then cancelled the parts installation appointment at the same time of the appointment because they hadn't yet ordered the part. I had already arranged to be home for the 5 hour block they required for installation instead of at work. Additionally I am incurring additional fees for using the laundromat while the dryer is broken.I called antech appliances and was not able to receive any information about why the part ordering was delayed over a week and my installation appointment was cancelled last minute

  

  Business Response

  Date: 01/03/2025

  Dear *. *****,
  Thank you for bringing this matter to our attention. We understand the frustration caused by the delays and any inconvenience experienced during the repair process.
  After reviewing our records, we would like to clarify the situation:
  Part Ordering and Delays:
  As per our information, the part was ordered in a timely manner following the inspection.
  Unfortunately, the part that arrived was incomplete, necessitating the ordering of an additional component, which caused the unexpected delay.
  Missed Installation Appointment:
  We sincerely apologize for the last-minute cancellation of the installation appointment. The delay in receiving the correct part affected our ability to proceed as scheduled.
  Disputed Deductible ($100.00):
  Regarding the $100 deductible, please note that this payment was collected by American Home Shield, not by Antech *************** Any refund requests for the deductible should be directed to them as we do not handle or process payments directly from customers.
  We value your feedback and take situations like this seriously as we strive to provide the best service possible. If there is anything further we can do to assist or clarify, please do not hesitate to contact us.
  Sincerely,

  ANTECH APPLIANCE TEAM
  

  Customer Answer

  Date: 01/06/2025

  I have not received a response

  

  Business Response

  Date: 01/07/2025

  Dear Yarell ********,
  Thank you for your follow-up regarding the complaint from *. *****.
  After thoroughly reviewing the case again, I regret to inform you that there is nothing further I can add to my previous response. The information provided in my initial reply accurately reflects the circumstances and actions taken in this matter.
  We value our customers and always strive to resolve issues in a fair and professional manner. However, in this case, I believe the matter has been addressed to the best of our ability.
  Thank you for your understanding and for the opportunity to respond.
  Best regards,
  Antech ***************

• Initial Complaint

  Date:09/18/2024

  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.

  Technicians came to my home. They did not introduce themselves were not wearing company clothing anyone could have come to my house. They inspected my appliance in less than 5 minutes wrote a ***ort and did not give me any information. I asked a few follow up questions and the agent just mumbled (not English). Weird interaction. 24 hours later the ***ort from this inspection has not been sent to my warranty. I tried to reach the office and the *** who answered did not have any information for me. They found my account but could not confirm further details

  

  Business Response

  Date: 09/18/2024

  Dear ****** **********,
  Thank you for bringing this matter to our attention. After reviewing the information you provided, we were unable to locate the work order assigned to you in our system. We would like to assist you further, but we kindly ask that you contact us directly with more details so we can resolve this issue promptly.
  We take your concerns seriously and are committed to ensuring that our technicians and representatives provide a professional and satisfactory experience.
  We look forward to hearing from you soon.
  Best regards,

  *****

  Customer Answer

  Date: 09/18/2024

  hello although I appreciate the response they do not give me a contact number or how to best reach them. I called this morning before submitting the inquiry and was given no help. I was told the back office would be calling me today and I did not receive a call. If ***** wants to he can provide his contact information we can continue to work on this matter. 

  

  Business Response

  Date: 09/19/2024

  OUR PHONE NUMBER IS ************ IT IS GENERAL PHONE NUMBER, PLEASE CALL US DURING BUSINESS HOURS, 8AM - 5 PM. THANK YOU.

  Customer Answer

  Date: 09/26/2024

  I reject the response. The number is already the one I used before making this complaint via the BBB.  Based on their response it is clear that this company does not care for its customers by not offering the support they need to their questions. Instead customers are taken in circles with little to no help. 

  

  Business Response

  Date: 10/21/2024

  Dear Ms. ******************** you for reaching out, and I appreciate your feedback. As I understand, the repair on your refrigerator has already been completed. I also noticed that you have left reviews on various platforms regarding your experience.
  I want to assure you that our intention is always to provide the best service possible. If there is anything further that you feel has not been addressed, or if theres anything more I can do to resolve the situation, please let me know. I am happy to discuss any remaining concerns you may have.
  Thank you for your time, and I hope we can bring this to a satisfactory resolution for you.

• Initial Complaint

  Date:09/06/2024

  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.

  Bought a fridgedare refrigerator less than a year ago. Refrigerator stopped working. Fridgedare has a service company by the name of Antech appliances, **** We have been without for over a month, with no refrigerator. A technician came out said it was a panel, said they ordered it and had to wait 2 more weeks. Spoke with ***** and with *** from the Phillipines, and still no resolution. We have lost hundreds in groceries, we are senior citizens with a fixed income having to eat out. As of this complaint our refrigerator is still not fixed.

  

  Business Response

  Date: 09/07/2024

  Dear ***************************,
  We apologize for the inconvenience and frustration caused by the delay in repairing your refrigerator. We understand how important this is, especially given the circumstances.
  Several parts have already been replaced in your refrigerator, and a new appointment has been scheduled for 09/10/24 to re-diagnose the unit and ensure the issue is resolved.
  We sincerely appreciate your patience and are working diligently to get your refrigerator back in working order as quickly as possible.
  Thank you.

• Initial Complaint

  Date:08/16/2024

  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.

  *****,Over the weekend, Antech sent a technician to repair our refrigerator which was consistently warm and not keeping up to the set 38 degrees. While the technician was on-site, he suggested we needed to replace the evaporator fan and the inlets (not sure correct word). While he was here, I asked why the refrigerator still was not working, he spent another 30 minutes troubleshooting the refrigerator and then left.Over the next few days, we noticed the temperature in the refrigerator drop as low as 22 degrees - we called immediately the American Home Shield, and left the refrigerator door open to warm back up. We checked the temperature settings and they were set at 0 for freezer and 38 for fridge - it kept overcooling the refrigerator.On July 30th, with all of our perishable items frozen, we went upstairs and quickly saw gallons of water leaking from the fridge, when we opened the fridge it was like a lake of water spilling out. It took an hour to capture enough water to reopen the fridge and see the water filter exploded from being frozen. On July 30th, I had to run to ********** to buy fans to start drying the area. On July 31st, we contacted the flooring company that installed our floors to come over in the morning and rip out all of the floors and base molding to further limit the growth of mold.We likely have mold growing under the cabinets as we were unable to reach these. Whatever setting was changed on the fridge had an impact and pushed it to cool well beyond the set temperature. We now have a fully damaged kitchen that is inoperable, a damaged fridge that is inoperable. And multiple photos that show some issues already forming related to the water damage.We have spent a couple thousands dollars remedying the issue.

  

  Business Response

  Date: 08/16/2024

  Dear ****************,
  
  Thank you for sharing your concerns, and I sincerely apologize for the distressing situation youve experienced.
  
  As we discussed earlier, a report recommending the replacement of your refrigerator has been sent to American Home Shield (AHS). Additionally, the damage claim has been filed with the technician's insurance company, Liberty Mutual.
  
  I truly want to assist you further, but at this point, I am unsure of how else I can help. Please let me know if there is anything more I can do to support you during this process.
  
  Again, I apologize for the inconvenience and frustration this has caused. I hope we can resolve this matter to your satisfaction as soon as possible.
  
  Sincerely,  
  *****  
  Antech Appliance, ****  
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On July 13th (one month ago today) I submitted a repair request through my insurance provider (American Home Shield) because my refrigerator stopped cooling. Two weeks later, the repair person showed up and spent one minute determining that my compressor required replacement. Two weeks from that date, Antech still hasnt called me to provide updates on the repair. I have taken the initiative and called them every day to get a status and every day, they tell me the part is scheduled to arrive at the end of the day.

  

  Business Response

  Date: 08/13/2024

  Dear ******************,
  
  Thank you for your patience and for bringing your concerns to our attention. I sincerely apologize for the delay and any inconvenience youve experienced during this repair process.
  
  I wanted to inform you that the necessary parts for your refrigerator repair have now arrived, and we have scheduled the installation appointment for 08/19/24. We understand how frustrating it has been to wait, and we are committed to resolving this issue as quickly as possible.
  
  Please rest assured that we are focused on completing the repair and getting your refrigerator back to proper working order. If you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Thank you for your understanding.
  
  Sincerely,  
  *****

  Customer Answer

  Date: 08/13/2024

  I very much appreciate the quick response to my formal complaint. Unfortunately, I still dont have a working refrigerator, and the Antech team failed to update me again today on the status of my repair. I had to call the support line to get an update. The replacement part has been received by you but Ive still got to wait nearly another week without a refrigerator. Imagine how it feels to have to decide what food youre going to keep cool for the day. Imagine having to shell out money everyday to keep your milk and eggs from spoiling. I will not consider this issue resolved until I can keep my food cold again. 

  

  Business Response

  Date: 08/14/2024

  Dear ******************,
  
  Thank you for your prompt response and for sharing your concerns. I understand how frustrating and difficult it has been for you to be without a working refrigerator, and I sincerely apologize for the inconvenience this has caused.
  
  Please know that we are doing everything we can to expedite your repair. The part, which was supposed to be supplied by *** was delayed, so I took the initiative to purchase it out of my pocket to speed up the process and ensure that your repair could be completed as quickly as possible.
  
  I understand that this situation has been far from ideal, and I assure you that we are committed to getting your refrigerator up and running again. We appreciate your patience, and we will continue to keep you updated on the progress.
  
  Thank you for your understanding.
  
  Sincerely,  
  *****

  Customer Answer

  Date: 08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I waited for the business to perform this action before marking my complaint resolved.

  I finally got a repair person to my home on 19 August (5 weeks after submitting the original repair request through my insurance provider). The automated system kept me informed of this, as yet again, Antech refuses to reach out to the customer to inform them of anything. I had my garage door open and was working in my garage, when the repair person pulled up. He was in a personal vehicle, not wearing anything indicating he worked for Antech. He walked into my garage and immediately started messing with the refrigerator and starting the repair. He didnt introduce himself, he didnt tell me who he worked for or why he was there. He replaced the compressor, moved the refrigerator back where he found it, and nodded as he walked to his car. Minutes later, he left. No invoice, no discussion on the repair or steps to prevent recurrence, nothing. This company is unprofessional and should not be contracted for repair work.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  So I've been going through squaretrade ( horrible service by the way by All-State. )This company antech called me Saturday. Told me that even though I didn't have the part. They could fix my washer. I told the lady that. Squaretrade was sending me the part and it was going to take one to two bussiness days. She insisted on doing on Tuesday. I was like. Whatever. She's an operator so she's dealt with this before. I've called a total of 5 times in the past 5 days. Never getting a call back. You try to speak to a Manger and they say they will call you back. I've never once got a call back from them. I got laundry building up. Getting no help from them and worse thing is. Why did they change the schedule to install. If they didn't have the part. This whole experience is horrible.

  

  Business Response

  Date: 12/14/2023

  Dear ***********************,
  I sincerely apologize for the inconvenience you've experienced, and I understand the frustration this situation has caused. We are committed to resolving this matter promptly and ensuring your washer is up and running.
  To expedite the scheduling process and address your concerns, I would like to offer you the opportunity to call us directly at ************. Our team will be more than happy to assist you in scheduling the soonest available appointment once your part arrives.
  Your satisfaction is our top priority, and we want to ensure a smooth resolution to this matter. Please feel free to reach out to us at your earliest convenience, and we will do our best to accommodate your schedule.
  Thank you for your understanding, and we look forward to assisting you.
  Best regards.

  Customer Answer

  Date: 12/14/2023

  Ive called that number several times and all they do is say that they are not the service department and unable to schedule.  They say they will call you back.  Im the long run.  The 4th time calling.  They schedule me further out.  I dont understand why they scheduled me a day when I told them I didnt have the part.  The lady said she hated her job and the guy would have the part.  Horriable response and care from this company. 

  

  Business Response

  Date: 12/14/2023

  Dear CUSTOMER,
  Firstly, let me say that we appreciate your patience, and I want to assure you that your experience is not the standard we aim for. We're truly sorry for the inconvenience you've faced, and we appreciate your candid feedback.
  Now, about that elusive part we're convinced it's off on a little vacation, probably sipping a tropical drink somewhere instead of doing its job. Our apologies for its rebellious behavior!
  In the meantime, let's turn that frown upside down. We get it; a bad day can make anyone reconsider their life choices. Rest assured, we're here to bring some sunshine to your laundry situation.
  To make amends and lighten the mood, how about we send the part a strongly worded letter, maybe even a ***** emoji? ??
  On a more serious note, we're committed to getting this sorted for you. If you could bear with us a bit longer, we'll do everything in our power to ensure your washer is back in action ASAP. And, of course, we'll try to inject a bit more joy into the process.
  Thank you for your understanding, and we're here for you even if the part isn't!
  Best regards.

• Initial Complaint

  Date:11/28/2023

  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.

  The service to my Microwave was denied by American Home Shield (***) based on the faulty reporting by the Antech Appliances Inc. The technician reported: Microwave shorted control and burned out bulb is a Preexisting condition. The following is the chain of events: I am also curious about your conversations with my wife:1. On Oct 16, 2023 Antech Appliances technician came to our house to check on the microwave.2. He didnt say anything to my wife about the preexisting condition. 3. My wife had called Antech Appliances few times and she was never informed about the preexisting condition. She was rather informed that Antech Appliances was waiting on the parts to arrive.4. Our microwave is covered under warranty by American Home Shield (***).5. At one point we were informed by the *** that the authorization department had approved the repair.6. At some point the report was either revised and then it was denied because of preexisting condition that Antech Appliances has conveyed to ***. 6. I have tried to find out the basis of preexisting condition. All I could get was that it was decided based on a visual inspection. The technician came to our house once only. After he inspected the microwave he never told us that it was a preexisting condition. 7. I have asked Antech Appliances via email how did they come to this wrong decision? Which part was in a failed state when the unit was inspected? How did the technician diagnose the time of failure of the components? 8. Antech has not provided me any satisfactory response. ***** responded the following on Nov 22, 2023: "Upon reviewing your case, it's clear that the issue is more complex than initially anticipated. Unfortunately, I won't be able to provide you with the reports submitted to *** as they are part of their confidential process. Regarding the determination of a preexisting condition, it involves a thorough assessment of the appliance and the information available during the service.I understand you have technical questions that are important to you, and I regret any oversight in not addressing them. However, at this point, due to the complexities involved and the involvement of *** in the resolution process, I won't be able to provide the detailed technical information you're seeking.As mentioned earlier, considering the specific circumstances and challenges, I recommend reaching out to *** directly for a more comprehensive understanding of your claim's status and any further steps needed. They have access to all relevant information, and their team will be better equipped to assist you in the most effective way."9. *** has denied repairing the microwave since Antech Appliances have informed them that it was a preexisting condition.10. I have been without microwave for more than a month. I also asked Antech to inform me the details of the part and the price to fix my microwave. They promised that they would. But so far I haven't received any response.We have been lied about ordering the part and we were made to wait. We have spent hours trying to resolve the problem. The faulty reporting by Antech Appliances has caused us lots of inconvenience and we are without a microwave till today.I want to know the facts and the basis for faulty reporting. I want that my microwave is fixed. We have paid thousands of dollars as a monthly premium to *** and a service fee of $125 to fix the microwave.

  

  Business Response

  Date: 11/29/2023

  Hello,
  We trust this message finds you in good health. Thank you for reaching out to us concerning your microwave repair request. We acknowledge your frustration, and we aim to offer clarity on our service policies.
  Upon thorough review, we regret to inform you that our current capabilities allow us to work solely on appliances covered under approved insurance claims. Regrettably, we are unable to proceed with the repair of your microwave outside of this specified scope. We recommend seeking a second opinion from AHS or hiring another service company for the necessary repair.
  We sincerely apologize for any inconvenience this may cause, recognizing the importance of a ****************. If you have an approved insurance claim or if there are alternative ways we may assist you within our existing service offerings, please do not hesitate to inform us.
  Thank you for your understanding.
  Best regards.

  Customer Answer

  Date: 11/29/2023

  While you do recognize the inconvenience that is caused to us by your actions, you have very conveniently ignored to answer my questions.I again ask you about your determination of preexisting condition. And I challenge you on your judgement and reporting to *** that has caused the ***,the insurance company, to deny the service request. I have kept notes of my conversations with the *** and what they have disclosed about your interactions with them. 
  The question still remain unanswered:
  Which parts did you find faulty?
  Which component was in the failed state when your technician checked the microwave?
  Which parts or components did you recommend that needs replacement?
  Why did you inform us that you were waiting on the parts to arrive?
  How did you determine that the parts were faulted before my agreement with the ***?  Of course when your technician came to our house the ** was not working and that is why we had to get it repaired!
  I also asked you how would you have charged us if we had contacted you directly without the insurance?  What is the cost of the part and your labor? You promised to send us a proposal but you never did.  We have also paid to *** for the service call (and I assume that you have been paid by them). But even after almost so many weeks our microwave is not repaired.
  I expect a professional response and perform services to make the microwave functional again.

  

  Business Response

  Date: 11/29/2023

  Thank you for your continued communication and for outlining your concerns. We take your feedback seriously and are committed to addressing each of your questions thoroughly.
  Determination of Preexisting Condition: I acknowledge your request for details on the determination of the preexisting condition. To provide you with accurate information,you will  need to contact American Home Shield (AHS) directly for the technician's findings during the service call. AHS holds vital information about the assessment that will help in addressing your queries comprehensively.
  Faulty Parts and Recommendations: As you rightly pointed out, the specific details of the faulty parts, recommendations, and the component in the failed state are critical for a complete response. Kindly reach out to AHS for this information, as it is within their domain of service details.
  Waiting on Parts and Timeliness: I will investigate the miscommunication about waiting on parts and provide you with a clear status update. Simultaneously, contacting AHS for the current status of your service request will offer a more comprehensive understanding.
  Service Call Payment: I will investigate our payment status with AHS and address any delays. Your cooperation in reaching out to AHS for insights into this matter would also be helpful.
  It is important to note that our ability to proceed with the repair is contingent on the coverage provided by AHS. Unfortunately, we are unable to perform services outside of the insurance coverage.
  We appreciate your understanding and patience in this matter. If there are further details you need or if you encounter any challenges during your communication with AHS, please do not hesitate to reach out to us.
  We remain committed to facilitating a resolution as efficiently as possible.
  Best regards.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  March of this year my freezer went out, Antech Appliance was sent out by my ****** extended warranty program. The Tech that came to my house was unable to communicate with me because his ability to speak English was very limited or at least that's what he led me to believe. The Tech indicated that my compressor was out, 2 to 3 weeks later in April the compressor was replaced. The Tech left without giving me any documentation of what was done. I called Antech and told the girl that answered the phone that the Tech left without giving me any documentation that the compressor had been replaced. She told me she would let the service department know and that I would be contacted. A few days later I received an email from Antech that only said the work had been completed, there was nothing stating that the compressor was replaced. When I called to request a copy of what was done, the person I spoke to told me that their policy didn't allow them to give me paperwork showing what repair was done and that I would need to obtain that through Lowes extended warranty department. When I contacted *****, they told me that they were not able to give me paperwork either and that I would need to get that from Antech; the person I spoke to also said their notes indicate the repair was completed. At the end of September my freezer stopped working again, ****** warranty sent out Antech. On 10/3/23 the same Tech was sent out, he added freon to my refrigerator. When I asked him what he did, his response was, *****, no leak. This is what he kept telling me every time I asked him what would cause my refrigerator to lose freon since the compressor had just been replaced in April. The technician would not or could not answer my questions and left. I'm still trying to obtain documentation of what repairs were done to my refrigerator both in April and the current repairs on 10/3/23, I've yet to receive a call back from an Antech manager to answer my questions.

  

  Business Response

  Date: 10/24/2023

  Dear BBB,
  I am writing in response to the complaint filed by Ms. ****************************************** against Antech Appliance, brought to our attention through your organization. We take this matter seriously and would like to provide a comprehensive response to address ********************************* concerns.
  We acknowledge ********************************* challenges in communication during her appliance service. **************'s language limitations caused inconvenience, and we commit to improving communication during future service calls.
  The technician diagnosed a faulty compressor in March and performed the repair. However, ***************************** did not receive written documentation of the repair details, which led to confusion.
  Our policy prohibits the release of repair paperwork to customers, but we will work on revising this policy and facilitating the provision of detailed repair documentation to customers.
  Regarding the recent service call in October, the technician added refrigerant to the refrigerator. ********************************* concerns about the compressor replacement were not fully addressed, and **************'s response was unsatisfactory.
  We will provide ***************************** with a detailed report of the *************** and a document confirming the compressor replacement.
  We apologize for the inconvenience and will improve communication and documentation processes. ***************************** can reach out directly to our office at ********************* for further questions or concerns.
  We appreciate your assistance in facilitating this communication.
  

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

  Customer Answer

  Date: 10/25/2023

  I will accept the response as long as Antech sends me either via email or US Postal mail documentation that was done on my refrigerator. The replacement of the Compressor in April of 2023 and documentation that freon was added to the system on 10/6/23 and why the system needed freon since the Compressor replaced in April.

  

  Business Response

  Date: 10/25/2023

  Thank you for your response, and we appreciate your willingness to accept our proposed solution.
  We will promptly provide you with detailed documentation of the service performed on your refrigerator. This will include the replacement of the compressor in April 2023 and the addition of Freon to the system on 10/6/23. We will also ensure that you receive an explanation regarding why ***** was needed after the compressor replacement in April.
  You can expect to receive this documentation either via email or through US Postal mail, whichever method you prefer. Please let us know your preferred method of delivery and any specific details you would like to include in the documentation.
  We are committed to resolving this matter to your satisfaction, and we will work diligently to provide you with the information you have requested. Should you have any further questions or concerns, please feel free to contact our office directly at ************ OR *******************************************
  Thank you for your understanding, and we look forward to assisting you further.
  Sincerely,

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

  Customer Answer

  Date: 10/25/2023

  Please send me the requested documentation that the compressor was replaced in April and that Freon was added to the system on 10/6/23 with explanation why the Freon needed to be added after the compressor was replaced in April via email to ************************** once I receive the documents I will agree that my dispute has been resolved.

  

  Business Response

  Date: 01/29/2024

  Dear BBB,
  I hope this message finds you well. We appreciate the opportunity to provide clarification regarding the service concern raised by ******************************************, Case #********.
  In April of last year, ************** replaced the compressor in ********************************************** freezer due to a malfunction. Unfortunately, there was a lapse in providing detailed documentation during that service visit, for which we sincerely apologize. We acknowledge the importance of transparent communication and understand the frustration this may have caused.
  Regarding the recent service on 10/3/23, ************** visited ********************************************** property and added Freon to the refrigerator. This action was a result of routine maintenance and was necessary due to normal wear and tear on the appliance. It is common for refrigeration systems to require refrigerant replenishment over time, especially in cases where the compressor has been replaced.
  We regret any confusion caused by the communication issues during the service visit, and we understand the importance of addressing [Customer's Name]'s inquiries promptly. We have encouraged ****************************************** to contact us directly at ************ or ****************************************** to provide any additional information and seek further clarification.
  Our team is committed to resolving this matter and ensuring ********************************************** satisfaction. We appreciate your understanding and patience as we work to address the concerns raised in this case.
  If you have any further questions or require additional information, please do not hesitate to reach out to us. We value your partnership in resolving customer concerns.
  Best regards

  

  Business Response

  Date: 02/06/2024

  Dear BBB,
  I hope this message finds you well. We appreciate the opportunity to provide clarification regarding the service concern raised by ******************************************, Case #********.
  In April of last year, ************** replaced the compressor in ********************************************** freezer due to a malfunction. Unfortunately, there was a lapse in
  providing detailed documentation during that service visit, for which we sincerely apologize. We acknowledge the importance of transparent communication and understand the frustration this may have caused.
  Regarding the recent service on 10/3/23, ************** visited ********************************************** property and added Freon to the refrigerator. This action was a result of routine maintenance and was necessary due to
  normal wear and tear on the appliance. It is common for refrigeration systems to require refrigerant replenishment over time, especially in cases where the compressor has been replaced.
  We regret any confusion caused by the communication issues during the service visit, and we understand the importance of addressing [Customer's Name]'s inquiries
  promptly. We have encouraged ****************************************** to contact us directly at ************ or ****************************************** to provide any additional information and seek further clarification.
  Our team is committed to resolving this matter and ensuring ********************************************** satisfaction. We appreciate your understanding and patience as we work to address the concerns raised in this case.
  If you have any further questions or require additional information, please do not hesitate to reach out to us. We value your partnership in resolving customer concerns.
  Best regards

  Customer Answer

  Date: 02/07/2024

   

  The business did send me the paper work of the repairs after I called and spoke to the manager after the complaint was filed and sent to them.
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******************************************
  
   

  
  

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Neither the home nor its appliances were new when we took possession of the property in August '22. We had the home inspected and purchased a home warranty with American Home Shield(AHS) to "provide peace of mind." In Sep '23, we reached out to AHS with concerns about our washing machine. Since we moved into the home, the washer had been making considerable noise when in spin cycle. As time has gone by, the noise has worsened. By September 2023, the extent of the noise became concerning. AHS dispatched Antech Appliances to address a potential problem with our wash machine. On 9/14/23 a technician from Antech ran the washer and made a diagnosis - he indicated that he didn't need anything else - his invoice (******) simply stated "Need new shocks." We discussed what would happen next and the necessary parts to make the repair. AHS, after receiving a diagnosis report from Antech, informed me that my claim had been denied due to the washer being inaccessible. When I spoke with an AHS agent, I was told a diagnosis could not be obtained because Antech could not access the appliance. Obviously, this was incorrect. Reluctantly, AHS agreed to to perform a 2nd diagnosis but I had to agree to pull the machine away from the wall prior to the technicians arrival (aren't most wash machines against a wall?) So, AHS sent Antech again - the same technician arrived a 2nd time. On this visit (9/25/23), I received an invoice (******) stating, "Need new berings, shocks" - meaning the machine required new bearings and new shocks. When I asked how something like this could happen, the technician shrugged and replied who knows - I asked more generally if it was from normal wear and tear. He said could be... This time AHS denied my claim "due to not normal wear and tear." This is false but also a disturbing pattern of coverage denial. I have attempted to escalate my case with AHS and Antech unsuccessfully. I am hopeful that my experience is an anomaly but I suspect this is sadly typical

  

  Business Response

  Date: 10/09/2023

  Dear ****************,
  I hope this message finds you well. We appreciate you taking the time to share your recent experiences and concerns regarding the service visits conducted by Antech Appliances Inc. on behalf of American Home Shield (AHS). We value your feedback and are committed to addressing your concerns in a transparent and constructive manner.
  First and foremost, we would like to express our sincere apologies for any frustration and inconvenience you have experienced during this process. It is our priority to provide accurate and honest assessments and to ensure that our reports align with the findings and conversations during our service visits. We understand that the discrepancies between the reports submitted to AHS and your experiences have caused confusion, and we take this matter seriously.
  In response to your inquiries, here are our steps to address your concerns:
  Our customer service team will reach out to you promptly to discuss the specific details of your case and address any further questions or concerns you may have. We are dedicated to resolving this matter to your satisfaction.
  We understand your concerns about the cost of your AHS contract and the expectation of "peace of mind" for your home appliances. Your experience with AHS and Antech Appliances is essential to us, and we want to assure you that your concerns are not taken lightly. We are committed to providing a resolution that aligns with your expectations.
  Please accept our apologies for any inconvenience this situation has caused you, and we look forward to working with you to reach a satisfactory resolution. We appreciate your patience as we address these issues and improve our customer service processes.
  Thank you for bringing this matter to our attention, and we are committed to resolving it to your satisfaction.

  Customer Answer

  Date: 10/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************