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:03/05/2024

  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.

  On 03/04/24, I received service from this company through my Lowes Protection Plan for a dishwasher. At first the employee stated it would not be covered, then took the appliance apart and stated the plastic that held the spring failed and that it would be covered. He said he was going to order the part and come back. It should be noted when he removed the dishwasher, he vigorously shook it over and over. He did not allow me to stand by him during the service, but when he was done, he said hed be back at a later date with the part. I then saw a large crack in my drywall, and asked if the broken spring would have caused that. I just came back from out of town and know for a fact I did not have the crack to the drywall. He took a photograph and left. I also found that the baseboard to be damaged and I noticed he pushed on the baseboard before he left. The only cause could be for his roughness with moving the dishwasher and pushing it against the cabinet and the crack is from the stress point on the wall. The damage to the baseboard is in the same area. Now the company that sent the tech, told the warranty company the dishwasher is broken from physical damage. If it was broken from physical damage, why would he say hed be back and not install the dishwasher back to how he originally arrived. Only after I made the drywall claim was my claim denied due to physical damage. I attempted to contact the company and was told I would get a call back in 5 minutes. I did not. This company put on their notes the drywall broke from a spring. But after careful examination, the drywall was damaged from his vigorous attempt to remove the dishwasher. His statement was the dishwasher was installed very snug. I would have preferred if he couldnt remove it, he should have rejected the job instead of damaging my property. Then when called out, lie and say the door opened more than 90 degrees causing physical damage. Its very untrustworthy company and bad practice.

  

  Business Response

  Date: 03/19/2024

  The customer's complaint through a third party was "the spring under the door is broke and it's rubbing and the door is crashing down." Upon **************'s arrival, the cutomer stated the door was dropping to the floor and hitting the back wall.  Before we start any work, we take photos, have a waiver signed and instruct the customer to avoid this very conversation.  The scrape on the outside of the wall has nothing to do with our diagnosis. The appliance was pulled out 4 inches to see that the spriings and hinges were physically damaged.  A report was made to their warranty company and they denied the repair.  The damages outside, opposite the appliance is an impossibility for ************** to damage.  We have photos on file.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21391235
  
  I am rejecting this response because:

  I hired this company based on the fact that they are contracted out by *****. When they came in I had no prior damage to my home other than a dishwasher door that was falling to the ground caused by a spring coming out. It should be said that when the tech came out he was disrespectful to myself, wife and was very annoyed at the fact that my kids were around but not in the way. He proceeded to change his diagnosis three times. He first said it wouldnt be something he could fix, to its not going to be covered to "its a cracked plastic piece that holds the spring into place so it should be covered. When he removed my dishwasher, he roughly took it out of its space. He shook and pulled my dishwasher extremely rough. 
  
  As he was leaving, I inquired about the broken drywall and asked if the spring would have caused that. He immediately took a picture and left as he attempted to push in the baseboard that he also ruined. I got a email later that evening from Lowes stating it was not covered under warranty due to physical damage. A second opinion was dispatched the next morning. This company immediately recognized the problem and said its common due to a design flaw. The spring under pressure can cause the lower bracket to turn resulting in the spring coming off. He took measurements and photographs because he was told by ***** the door had possible physical damage, however the door wasnt over extended past 90 degrees like this company had claimed nor had any signs of physical damage. He opened the door and found the plastic piece directly under the dishwasher and was able to fix it in less than 2 minutes. I asked the new company if he had ever heard of a spring breaking drywall. The tech said no, this was from forcefully taking out the machine. He proceeded to say the machine was very tightly installed and that the insulation needed to be removed in order to pull out the dishwasher, he said its very common but people who are inexperienced and lazy would pull on it till it comes out instead of taking the extra steps. I did not want to blame the company, but then I remembered, I took photographs of the dishwasher to send to Lowes when I made the claim. And that part of the drywall was captured and there was no crack. ***** told me I had to take the issue up with the original company but because they already payed for the repair and installation there was nothing else they could do. I then proceeded to call the company directly and never received a response. Which is why I filed the complaint. Its poor customer **********************, lazy and inexperienced technicians and deliberate lies that make companies untrustworthy and I hope this never happens to anyone else. This Tec showed no professionalism once he stepped foot into my home, going as far as bad mouthing another client on the phone to someone while I was in the living room about a refrigerator claim he had also rejected. It may have been a valid rejection, but thats beside the point. It's unprofessional. Also, please submit the claimed photographs your tech took prior to work being performed. 

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

• Initial Complaint

  Date:11/30/2023

  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.

  Se llam por primera vez 09/18/23 para pedir reparacin de una lavadora combogelectric.reclamo#********** , y ala fecha ****** 11/30/23 no pueden solucionar la reparacin vinieron 3 veces y solo traen partes equivocado, tengo que llamar casi a diario para saber que est pasando ,me gustara ya tener mi lavadora trabajando , ellos trabajan para homdepot, aseguranza ,

  

  Business Response

  Date: 12/07/2023

  Unfortunately, we do not speak Spanish, so we are not sure exactly what the complaint states.  Researching the address, there was a time delay in the parts.  We were waiting for her warranty company for approval.  I do see she is scheduled for service today, 12/7/23.  Please feel free to call the office with questions for an immediate response.

  Customer Answer

  Date: 12/13/2023

  Called for the first time on 09/18/23 to request repair of a combogelectric washing machine. claim #**********, and as of today 11/30/23 they cannot solve the repair, they came 3 times and only brought wrong parts, I have to call almost daily to know what is happening, I would like to have my washing machine working, they work for homdepot, insurance,
  

  
  

• Initial Complaint

  Date:09/20/2023

  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.

  Peninsula appliance tried to fix my oven 3 times and it still has issues. Last time on Sept 15, 2023 they came back and opened up the entire oven. After tech left, we noticed the flames from the burner have issues. The flames make a loud noise and then burn with higher flame and then flame goes lower. I called the customer ********************** of this company and she refused to offer any service to fix this issue. This company needs to come back and fix the issue they caused. This could be a hazardous issue since the flame is inconsistent and does not burn correctly.

  

  Business Response

  Date: 10/09/2023

  Business response:

  We have gone out to install parts.  The appliance is not accessible for installation of the parts.  We instructed the customer that he would need to have the unit accessible because his warranty company does not cover accessibility.  We offered as a courtesy a second person for a charge and he declined.  Therefore, we cannot go forward with the repair.

   

  So, I don't feel the complaint is an open dialog since we don't make the judgement call on what his warranty company covers and doesn't cover.  

   

  So can you please remove this comment from our profile?

   

  Thanks,

   

  *****

  Manager

  Peninsula Appliance Repair LLC 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20631379
  
  I am rejecting this response because:

  The business respond is not correct and the manager is talking about a different issue which was not fixed in 3 visits. They were not even supposed to close the case for the original issue. I told the tech that I will contact the warranty company to know the warranty company policy because I did not believe the tech asking to pay for a 2nd person to help access the unit. I wanted to confirm with the warranty company because Peninsula Appliance is a shady business with two star rating on Yelp.

  The issue is not the original repair that required accessing the unit. I am complaining about a new issue after their tech opened up the oven and caused more damage. The tech opened up the oven and took all the parts out. After he put back the parts and left, there was a new issue with the flame of one of the burners. The burner flame gets high with a sound and then gets low. This flame problem happens every few minutes. I called Peninsula and explained the situation and asked them to send the tech back to fix the flame issue. The customer ********************** woman was extremely rude and said its not their problem and they will not address this issue and then hang up. 

  Peninsula Appliance refuses to accept their tech caused a new issue. Peninsula needs to send their tech back to fix the flame issue which has nothing to do with accessing the unit with two people. I am hoping Peninsula Appliance will address this issue and escalation to other government agencies.
  

  Sincerely,
  

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

  

  Business Response

  Date: 10/10/2023

  The customer's warranty company does not cover accessibility for the appliance to be serviced.  We were kind enough to offer a second person at a cost.  The customer declined. The complaint issue is what we are trying to address.  It is not based on the customer's wants or feelings on the matter, we are not going to volunteer an extra employee.  We've instructed his warranty company that we cannot go forward with customer refusing to make it accessible.  We instructed the customer to contact his warranty company for further service.  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20631379
  
  I am rejecting this response because:

  The business keeps coming back and saying "The customer's warranty company does not cover accessibility for the appliance to be serviced.". The business is not understanding the complain and keeps

  bringing up a none related issue. 

  The tech from Peninsula did extra damage after his last visit. This has nothing to do with accessibility. It is clear Peninsula Appliance Manager reading this complain does not understand

  what the complain is about or perhaps there is an issue with reading and understanding English.

   

  The business keeps bringing up the accessibility issue which has nothing to do with this new problem of the burner flame. This was caused by their tech in his last visit. Again, Peninsula Appliance Manager - you need to understand and forget the accessibility item. This complain is not about the  accessibility. Again this complain is not about the accessibility. This case is about your tech not putting back the oven correctly after he opened it up. So again to make you understand and comprehend the issue I have listed more details in steps:

  1. Your tech came to my house for the 3rd time for the same issue. 3rd time he opened up the oven into 100 pieces

  2. Tech said he needs to access the oven and needs one more person. I told him I will contact the warranty company to verify coverage

  3. The tech put back the pieces of the oven together and re-assembled the oven

  4. After tech left, the burner flame had new issue. This new issue did not exists before and was never seen by me or your tech. 

  Again, Peninsula Appliance Manager - If you can read English the issue is not about accessibility. It is about your tech causing a NEW issue. My complain will not go away and I will escalate if you pretend 

  ignorance of the issue and keep bringing up a none-related issue with accessibility. I suggest you show my letters to your management and get help on how to process my point. You can also simple call

  me and I can explain to you.

  I hope this time my point is clear and Peninsula does not come back with the same none sense answer. 

  Sincerely,
  

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

• Initial Complaint

  Date:02/23/2023

  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.

  Peninsula appliance sent out a mechanic to our house in mid January to check out our ice maker that wasn't working. He checked out the fridge and said the only way it could be fixed was to replace the entire freezer door for which they wanted ~$1500. This was insane given an entire fridge is cheaper than that. I called Peninsula appliance and asked them to give us a quote for just repairing the broken wires. They said they'd check with the technician and send me an email. After 2 weeks of not hearing from them I called again and they said the same thing. Another week went by and I called again and they said the same thing. I emailed them Tuesday Feb 21 and finally got a call only to get yelled at and told my quote had expired because I had waited to long to contact them. I asked if they had record of the last three times I had contacted them about the quote and the lady simply yelled at me and said I was ridiculous for taking so long to get back to them. This company honestly feels like a scam to charge $125 for someone to come over only to give you an estimate you'll never take. Ultimately we had another company come over and do the repair for $200 in about 20 minutes.

  

  Business Response

  Date: 02/24/2023

  Hello, we were called out for no ice.  The estimate was given for our travel time and diagnotic of the issue, which is $125.  Once agreed upon, we schedule a technician to go out.  The estimate was given for the entire freezer door due to the wires at the bottom of the door being burned out and cut. (see photo attached)  This is the recommended repair by the factory.  We will not make any modifications outside of the manufacturer specs that could potentially cause a fire or more damage to the appliance.  We avoid all liability by not doing an unauthorized repair.  We have zero affiliation with the company that came after us.  We take zero responsilbility for the work they performed.  The $125 charged was the cost of the trip and diagnostic for the appliance.  The estimate was provided, so the customer can choose if they agree.  If they do not, they are still responsible to pay for our time diagnosing the appliance.

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service 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.

  Paid total $368 to repair the dishwasher. Immediately after repair the dishwasher stopped mid cycle. Instead of offering to rectify the problem, the company wants to charge us again to fix the dishwasher. It was not fixed in the first place so they should either offer a refund or fix the dishwasher since we paid over $368. Finish the job or refund - either is acceptable.

  

  Business Response

  Date: 09/29/2022

  We emailed and spoke to the customer over phone.  We explained that there is a one year warranty on labor and parts that were installed.  Our CSR explained that if it is a different issue, there will be an additional charge. That is our policy to share that information when scheduling.  This clarifies that the entire appliance is not under our warranty, only the parts that we replaced are under the one year warranty.

  We wanted to schedule a return visit right away, but the customer did not agree with our policy regarding the possibility of a different issue.  After further discussion, the customer agreed to schedule an appointment.  We are making them the first call of the day.  Our goal is to repair the appliance.  That is why we offer a one year warranty on the same issue and same part, as opposed to the standard 90 day warranty.