Complaints

This profile includes complaints for AT Appliances, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AT Appliances, Inc.

  Sacramento, CA 95838

• 

  AT Appliances, Inc.

  3357 Shearwater Drive Sacramento, CA 95833

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.

  *** had a contract with Cinch home Services for many years & this is the first time ive had a problem with a service technician. The most vile man began to berate me (russian accent) shouting about hes been at the door and why didnt i answer when knocked at door. He subsequently got in his vehicle & left without entering my house.Dont use this company.-10 star.

  Business Response

  Date: 04/04/2025

  hello,

  sorry to hear this, unfortunately this company is out in *******, this isn't the california company.

• Initial Complaint

  Date:10/30/2024

  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.

  This co.pany came out , to replace part they had to order for my cook top was 2 hrs late left, blew something in the eletric, and I have had no working cook top to cook for about a week, never called me, no update nothing

  Business Response

  Date: 11/15/2024

  Hello and Good Morning,

  Hope this message find you on a good note. In light of your experience we would like to start off by saying that is unusual, we apologize if thats how you felt but according to our timeline, the technician first came out to your residence 10/16/24 in which he did a diagnostic of the unit, and later returned 10/21/2024 in which he installed parts needed to fix the unit; the unit was then completed and repaired that set date but was also brought to our attention that an electrician is needed at your property due to the cooktop having an electrical shortage in which we made the report to the warranty (Fidelity),which then is out of our hands. 

• Initial Complaint

  Date:10/23/2024

  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.

  We are using our warranty company whom sent 1 technician. Then they sent another company for a second opinion and these Technicians have been to our 6 times stated we need a new dishwasher. The last 3 times the technicians have done nothing to the dishwasher and related they have no idea why they are sent back. Stated we need a new dishwasher. The technicians related their supervisor writes the report to our warranty company. We have asked to talk with a supervisor and been told they cannot have the name or guarantee a call back. We have spent 24 hours of waiting for service repairs 15 hours of phone calls to the warranty company and appliance repair and doing dishes by hand since 8/16/24. I have missed work for appointments and had to make arrangements for someone to be at our house for the repair appointments The warranty company states the invoices reported to them by AT *************** we need parts. They have replaced all parts and the last 3 appointments have done nothing except tell us we need a new dishwasher. on 10/18/24 they were going to replace the control panel and did not because the tech told us thats not the problem. AT ********* now states again they need to change the control panel. We are at a loss and want to be able to move forward with the replacement. Common sense between the warranty company and AT Appliance isnt common. We are stuck in the middle and need help.

  Business Response

  Date: 10/24/2024

  Good Morning,

  Hope this message find you on a good note. were sorry you feel like you are stuck in between decisions at the moment but we are trying and willing to do our best to help you out. Unfortunately, there are warranty policies we do have to follow as a company, we have to exhaust all options to fixing the unit in which we are trying our best to do but it is difficult to accomplish the task by you canceling our scheduled appointment. The warranty should be doing their very best to help you resolve the issue at hand. 

  Customer Answer

  Date: 10/24/2024

  I am rejecting this response because:your technician was at our house and told us the control panel is not the problem and that we need a new dishwasher.

   

   

  
  

  Business Response

  Date: 11/15/2024

  Our technicians always opt for repairs, and in this case he told us more parts are needed but you only wanted a new unit. So, we made a report to ** letting them know we cannot proceed with repairs because the customer is not wanting repairs. Please call you warranty if you have any further questions in this matter, we do not handle units being replaced.

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because:

  we have video proof that your technician said he didnt know why he was at our house, he didnt bring parts and made a phone call and spoke Russian the entire time.

  Again you and your company told *** that we did not want your technician to fix the dishwasher only that we wanted a new one.

  Complete lies. Your technician did not come with parts and told me I needed a new dishwasher. 
  

  the video we have wont attach as its too large.

  The supervisors he reports to are untrustworthy. So if the BBB would like to contact us we will submit the video directly to them and if they want to keep it for themselves thats fine.

  AHW has offered us a new dishwasher because we have video proof of the shenanigans AT Appliance put us through. Unprofessional!!

• Initial Complaint

  Date:09/13/2024

  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.

  07/01, I placed a refrigerator ice unit repair with ******************** (AHS). My ice maker wasn't producing ice. *** contracted AT Appliance--same repairman has serviced my home 3 X's/same issue. After this visit, I noticed the ice maker was producing ice sporadically. I noticed the ice basket door would not close. This is when I noticed 2 cracks on the ice basket that wasn't there prior to 1st visit bc I pulled out the basket to see why it wasn't producing ice at all which initiated 1st call. I called AHS for AT Appliance to return 2nd time. I informed AHS of cracks. When AT called for 2nd appt, I notified of the cracks. I was told to let the tech know during visit and take pics. I did as such. He fixed door not closing not closing and said 1st tech didn't fix correctly. Um, that was him all 3 X's. Brought up the cracks again. He completed report & left basket damage off report. Requested to add info before signage & and to take pics. While waiting for return contact from *** and vendor, the ice maker didn't produce ice for 24hrs. I called again--3rd visit setup.. Told both companies, no return return calls for repairing/replacing the basket.Third visit, tech checked to see if producing ice. No repair of basket. Both companies stated I need to work with other as it wasn't their fault. Escalation to AH Escalation resulted in no return call multiple times. AT Appliance called & said they turned over quote for repair to *** for me to pay.. Both cases were closed as 'cosmetic' damage. I called ***/AT companies, they didn't have the right to claim 'cosmetic' for damage that was none existent prior to 1st repair. How does a company damage property then state cosmetic??? The cracks are growing. If I leave it, the basket will require replace/repair & I will be have to incur cost.. Called AHS again today, no call from Escalation Mgr, I requested to speak to such person and was told Department busy. I'm so frustrated!

  Business Response

  Date: 10/02/2024

  Hello ****** *******,

  
  Good afternoon and hope this message finds you on good terms
  In response to your complaint filed on 9/13/2024, we noted that the report is based on a crack in your ice basket, and after doing some reviews on our end we have arrived at a few conclusions.
  In response to the initial work order we received on 07/01/24 on your ice maker not producing ice the proper way, Im glad we were able to take care of that for you and get those initial issues resolved. Now due to the crack being reported it is not uncommon for certain refrigerators such as the one you possess to develop micro cracks in them after a certain period of time due to temperature changes resulting in the insurance labeling it as cosmetic damage. As said by the technician that was sent out, he did no sort of actions (dropping it/scratching it) to the ice maker that could lead to any sort of cracks or damages. Your report was sent to and reviewed by the insurance (AHS) themselves and they deemed the crack in the ice maker does not affect functionality of the system so it would not be covered under warranty.  I am sorry the result wasnt the outcome you were expecting, but we are glad we were able to be of support getting your ice machine going, and we hope you have a wonderful rest of your year.

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because: The cracks appeared on the ice bucket after thev1st visit.  I immediately noticed and notified AHS.  So, if it was tempature related, it would have displayed before 1st visit.

  I do not accept your response nor AHS whi only wanted to come to validate your assessment of cosmetic.  If deemed this evaluation, they wanted me to pay for vendor visit.

  ****** Baggett 

  
  

  Business Response

  Date: 10/04/2024

  Good afternoon, 

  I have attached the invoice signed on the first time we were out to the home and that was 7/8/2024. We didn't cause the cracks on the ice container, your report was sent to and reviewed by the insurance (AHS) themselves and they deemed the crack in the ice container does not affect functionality of the system so it would not be covered under warranty. 

  Customer Answer

  Date: 10/07/2024

  I am rejecting this response because:

  Again, it was not noticed until after the tech left the first time when I noticed it still wasn't producing ice.  I had to open the basket and found the cracks.  I've stated this multiple times.  I called AHS.  I informed you all when appointment was made the 2nd time.  I was told the tech would take pics.  I told him when he came to my home.  He was aware and said he would take pics before he left.  He tried to have me sign paperwork when he was done. I reminded him of the damage and that I would not sign that there wasn't any damage.

  If there was a crack the 1st time, the tech would've indicated.  I wouldn't notice if I'm expecting the ice maker to produce ice.  Thats what the appt was for the 1st time.

  Please stop trying to tell it's cosmetic.

  
  

  Business Response

  Date: 10/08/2024

  Unfortunately, there is nothing that we can do. We've made a report to your warranty. You should contact them for further information.

  Customer Answer

  Date: 10/09/2024

  I am rejecting this response because:

  This is a yo-yo.  AHS is taking your side.  I'm not paying for them to come out and make the same assessment because no one wants to fix the damage.

  You guys are the worst, unequivocally and undeniably at owning your mistakes.

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  American home shield sent this AT appliance to my house to fix my refrigerator. Technician was hard to deal with because he could not speak English. In fact, he pulled out a computer to interpret what he was saying to me so I could get the service provided. My husband helped out a whole lot, but it was very difficult dealing with him, in fact, I did not want to deal with the company the second time and asked *** to provide someone else for me because he had to come out the second time to reattach my Water reservoir so I can get ice and water like I did before he came. I really felt like the Company technician was prejudice and did not want to deal with us because we were not russian decent. When I was rescheduled, they did it on a Friday after my service was on a Monday and scheduled me from 2 to 5. I was the last person to be serviced. This place is very unprofessional. A T appliance should have paid for my service calls since they had to come out twice and inconvenience me. He didnt do a completed staff work before he left the job to make sure everything was working very poor customer service in the technician. I even gave him a soda that he asked for because it was hot.

  Business Response

  Date: 10/02/2024

  Hello Mrs. *********************** you for the feedback based on the service you felt you received, we are sorry that that was the experience you had, in regards to you feeling the technician didnt want to deal with you because of ethnicity we dont believe thats how our technicians conduct business or carry themselves during service. Russian/Ukrainian is our technician's first language and English is their second language, sorry that was an inconvenience to you. Sometimes a return to the property is needed when doing certain jobs which seems to be case in this situation and after the return it appears that the technician completed his task and got your refrigerator working as designed. Home warranties do not charge for the return visit, since it was done under the same work order. The fee is part of your warranty's coverage plan, if you have a dispute on what you paid, I would advise you speak with them. 

• Initial Complaint

  Date:08/19/2024

  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.

  AT Appliance was sent my my home warranty to fix my washer last October. The last time AT Appliance came out on November ******, the technician damaged my cold water hose, which cause the walls around the washer to become soaked. It was not discovered for 5 hours. I had a restoration company come out and test the walls. They were 100% wet halfway up. I have called AT Appliance several times and have not received a call back from the service manager. I get the same line every time. The service manager will call you within 48 hours. It has now been almost 10 months with no resolution. I sent AT ********* a quote to get my walls fixed.

  Business Response

  Date: 10/02/2024

  Hello Mrs. **************************** for the late reply but we have reviewed the work in which the complaint was based on, the technician came out to perform service on the washer in which he was able to take care of for you but in regard to the water leakage were sorry to hear about that. Upon further review the technician's job that day would have not required reason or purpose for him to access or touch the water hose for any particular reason and at the rate in which you describe the water to have gone and spread up the wall that requires some time period. Once again, we are sorry for the late reply but glad we were able to accomplish our purpose of being at the residence. 

  Customer Answer

  Date: 10/03/2024

  I am rejecting this response because:

  Hello  The hoses were new hoses as they had been recently replaced. The technician unplugged the hoses to work on the washing machine.  The hose was leaking a good amount of water for 4-5 hours before it was discovered.  

  
  

  Business Response

  Date: 10/04/2024

  Good Afternoon, 

  Upon further review the technician's job that day would have not required reason or purpose for him to access or touch the water hose for any particular reason and at the rate in which you describe the water to have gone and spread up the wall that requires some time period. Perhaps it could have been whoever installed the hoses that possibly either didn't connect it all the way or put in a defective hose. 
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  first american home warranty contacted at appliance *** to repair a gas leak in my oven , they sent out EZ repair , his name ***************** Lic#***** < he was very rude and didn't want hear anything I had to say about the oven < he took pictures , 4 in all , and proceeded to force the oven from its location , I told him that it was a slide out that rest on rails but he started pushing the oven from side to side to get it out . Unfortunately, I did not notice the damage to my tile countertop until he left. After he repaired the oven and hooked the gas back up, he could not get the oven all the way back because he had messed up the back cover plate by forcing it out of its location. We immediately smelled gas and called PG&E, the came out and tightened the gas connection. At appliance claims tile was already cracked, EZ repairs own pictures that I have uploaded here proof that the tile was not broken when he started the job. Ater multiple calls to First american home warranty and AT appliance **** they both refused responsibility for the damage. I am on a fixed ***ome and cannot afford make the repairs or replacement.

• Initial Complaint

  Date:03/15/2024

  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.

  Put in a repair order through American Home Shield to fix our Whirlpool refrigerator of slightly over a year old. The issue was the icemaker was not making ice. A technician came out to repair the refrigerator. He said he can't fix the problem, so he left. When we went to dispense ice we bought from store, it isn't working. Not only did the technician not repair the issue, he created another issue. Even though the icemaker wasn't making ice, the dispenser was working and now the technician broke the dispenser. My husband made them aware over a week ago and they said they are waiting on a part. That has NOTHING to do with what their repairman needs to correct that he caused. I have called them twice now to fix what wasn't broken and I have ****** saying he will reach out to get it fixed and that I would get a call back before store closed. No call that day and neither the next day. Call again and spoke to *****. She said the same thing and no word back. This is one of the worst customer service ever. SAVE YOURSELF FROM DOING BUSINESS WITH AT Appliance. THEY DON'T CARE. They have no regard for customers. STAY FAR AWAY from them.

  Business Response

  Date: 03/27/2024

  Good morning, 

  I'm sorry to hear that your experience with us wasn't the best you've had. I can assure you that we are looking into this issue, and we have tried contacting you about letting a technician/senior technician come back to the home and figure out why the dispenser isn't working anymore. Sometimes when the ice maker isn't working like in your fridge, it's due to a wiring issue, which can also affect the dispenser. If 1 wire shorted, the others will too if it's not repaired. In this fridge, the wire harness itself is not replaceable, so we ordered the whole left door through your warranty American Home Shield. If you have any further concerns, you can contact us through email *********************** or call our office **********.

  Thank you.

  Customer Answer

  Date: 03/27/2024

  I am rejecting this response because:

  I've called and told your customer service team that I do not want the new door as you guys said it will take 5 to 7 months to receive and for the reason your technician further broke our dispenser. I made numerous calls for someone to come out and fix it to no avail, which for the bad service I decided not to have anyone come out. I spoke to American Home Shield and we decided to settle for $700 towards a new fridge which is disappointing as this fridge is only a year old and we paid $2,000 for it, because your technician can't fix the icemake, but rather broke the dispenser. You should at the very least reimburse me $100 for breaking my dispenser.

  
  

  Business Response

  Date: 03/28/2024

  Good morning, 

  We are a service repair company, we made the report of what your unit needs, and we ordered that part through your warranty because it was not available for us to order from our local suppliers. When this happens, there is nothing else that we can do on our end. It would be up to AHS to give you options instead of ordering the door. Unfortunately, there is nothing that I can do if your warranty didn't contact you about the long wait that would've taken place if you had waited for the new door. If a unit is repairable, which the warranty always opts for, they will only give you the options of what the repair totals. The cash out that the warranty gave you covers the door replacement, which includes the ice maker and dispenser malfunction. If you have any further questions don't hesitate to ask your warranty or us. 

  
  

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising 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.

  We have had this company come out 6 times just to diagnose our dishwashers issue. The company is unwilling to help and they keep sending a technician that doesnt know what theyre doing. I have been without a dishwasher for almost 2 months.

  Business Response

  Date: 12/13/2023

  Good Morning, 

  Thank you for reaching out to us. We unfortunately cannot replace a unit without justification. We have to follow the warranty's procedures, and diagnose/repair the unit 100%. If the unit is not repairable, then the warranty will look into other options. But at the moment we have to repair your unit. Some units have more parts than others, so that can take more time. If there are no part delays and no missed appointments, then we try to schedule and repair your unit as soon as possible. Once the technician comes back out on your scheduled appointment on 12/18 to install the part, your unit should be working. And if it doesn't, then we will report that to your warranty.

  If you have any other questions, don't hesitate on contacting us either by email *********************** or phone ************

• Initial Complaint

  Date:10/17/2023

  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.

  Put in a repair order with America Home Shield (AHS) to fix a ******* washing machine, error code E6 and E3.AHS assigned order to AT Appliance, technician arrived on schedule, plug in a device and said that there was no problem with the washing machine. 60 days later the error codes came back. The washing machine would not operate. Call AHS and they wanted to charge me an additional $100.00 dollar service fee. I didn't want to pay that fee because I think AT Appliance was dishonest from the start.

  Business Response

  Date: 10/20/2023

  Good Morning, 

  Thank you for reaching out to us and letting you know you have a problem with your AHS claim. We're unfortunate that your policy only has a 30 day recall period, but there is nothing that we can do on our end, since we don't work at AHS and handle customer's policies. That would be an issue that you would have to take up with AHS. We cannot be dishonest since it was an electronic programmer that told the technician that there was nothing wrong with your unit. If there was something wrong then we would of replaced the part responsible for causing the error. Again thank you for reaching out, you can contact us by email *********************** or contact AHS with any further questions.