ComplaintsforSuperior Appliance Repairs

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  AhS dispatched the **mpany to fix a dryer for our rental. The replaced the heating element and when they went to plug it in the sparked. He told my renters to call an electrical **mpany and left. I had an electrical **mpany dispatched and he said the house was fine but the plumber wired the dryer wrong, unfortunately they were not allowed to touch the dryer. The insurance ** sent the same guy out there and he said ua, it was wrong but nothing he **uld do. **** whole process has taken over a month, **** **mpany won't return calls and is in**mpetent. He **uld have started a fire in my house and injured my tenants. I had to pay 2 service calls and pay for duct cleaning before be would even replace the heating element and then he broke the **** when he wired it wrong! I have had to buy a new dryer out of pocket because the ins ** stated it's the **ntractors problem. I am asking for my payment to be refunded and the **st of the dryer also as **** **mpany's **ntractor broke my dryer. I've had no **mmunication with him as they do not return calls.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had Superior Appliance come to our house for the second time in 3 weeks because our washing machine went out. The first time the technician told us that the bearings were going out and needed to be replaced but he thought it would be too expensive, so he was going to recommend that American Home Shield replace the washing machine. We don't hear from the company for 12 business days. We complained to American Home ****** and got no support. Finally the technician came out on 10/5 and told us that the *** wanted him to tell them that we overloaded our washing machine and that is why the bearings went out. I never said that to the technician. These were his words. He was shocked that the parts to repair our washing machine were not ordered. He looked at the machine and now it not only has issues with the bearings but it also has belt issues because it started smoking when we used it 2 weeks ago after the technician said it was ok to continue using it. So when he came out today he said that *** would want to fix the machine instead of replace it. Well the report came back and all the information on the report from *** is false. Superior Appliance submitted false information to ***, they state that the homeowner complained that the tub is busted. We never said that. We said the machine makes loud noises. Then they stated that we misused/abused out machine by overloading the machine. They have never been in my house when I am washing clothes. How would they know if a load has 10 items or 50 items. They wouldn't. They flat out falsified the report so the *** would deny our claim. The technician told us that they would do this!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My washer stopped advancing through cycles. I have a home warranty through American Home Shield, so I contacted them. They assigned Superior Appliance of ****, **. I read through the contractor's Yelp reviews and then called AHS and asked them to please assign me someone else as this business had horrible reviews. They declined. Repairman came out 4/19, said the motor control is bad and they'll have to get approval to fix. On 4/26, I called AHS and said the washer is still not fixed. They said Superior is going to call me. For two weeks, nothing. Finally I get them on the phone and they say they can't fix it without an electrical repair they hadn't told me about (said they told AHS on 4/26). I had AHS send out an electrician the next day, and then I called them repeatedly and got only voice mail. Left numerous messages, no reply. On May 13, I called AHS to advise them that this is taking an unacceptable amount of time with being unable to contact Superior to even get a status of the repair. They try to call Superior and report they left a message too. They advise me to call on Monday. I do. Same thing. I go online and complain that the repair isn't fixed. Superior calls me on 5/15 and asks if they can come out on 5/16. I say sure, stay home, let the tech in and he again tells me it's the motor control that's broken. I am astonished and tell him yeah, you told me that last time, how long before you can fix it though. He says it's up to AHS, could be a week or two but they'll either approve the part or replace the washer. I call AHS furious that they wasted my time to send this guy out to rediagnose the same thing instead of bringing the part and fixing the problem. I let them know I've never been treated so poorly. Superior responds by changing their diagnosis to my drain pump is now bad (it isn't, I checked, they're LYING) and saying it's not normal wear & tear. They clearly haven't a clue what's actually wrong. I want a refund of the $75 fee.

  Business response

  05/17/2023

  We turned in our report with in 24 hours of appointment to ahs it was there decision on what they wanted to do not ours home owner never paid ** anything they pay ahs not ** if home owners are mad home warrenty decline there claim they should contact ahs we are sorry that they are unhappy it's not our decision what home warrenty does 

  Customer response

  05/17/2023

  I am rejecting this response because:

  The service man changed his diagnosis after I complained to AHS about the lack of customer service and the inability to contact the company to find out what's going on. He did not open the washer to see the feathers he alleged were clogging the drain pump, and the drain pump was working just fine. The problem most likely was a belt, as I told him the first time that he showed up a month ago, although it could, I guess, have been the motor control that he diagnosed first before he got mad at being complained about. I have no other explanation for why he would change from "AHS will either send ** with a new part or replace your washer" to "It's your fault and there's feathers inside" (which there are not) other than just pettiness and a lack of knowledge about what's actually wrong. I can provide a video of the washer draining just fine. This company works in conjunction with AHS to scam customers. 

  
  

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged 85$ for a technician to come out and check my dishwasher. I received no report from their diagnosis, I was told it would take 2-3 weeks to get a part, I have no idea what the part is for, how much it will be, and I only received two sentence description of the problem, that the dishwasher would need cleaning. It doesn't say cleaning of what. I was told it would cost $225.00 for further services, not sure what they would be more. The cost of the 85$ is to find a problem and provide detailed information about that problem.

  Business response

  10/13/2022

  Good morning

  we got this call from the customers home warranty. we went out on 10/7/22 and found that the dishwasher was dirty had food particles on the door and in the drain. home warranties do not cover to clean a persons machine. The $85 she paid was to the warranty company as that is her service fee to get someone out to her home. we reported what we found to the warranty company. customer left messages on 10/10/22 and we returned her call on 10/11/22 and left her a message to call us. she wants a more detailed report as to what need to be cleaned. there is no more detail to provide but that the system need cleaning complete cleaning and customer need to rinse her dishes prior to putting them in the dishwasher to prevent food from getting in the drain lines and pumps.

   

  Thank you 

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Superior Appliance Repairs has been referred by my ********************* (American Home Shield) multiple times to fix our appliances. Every single time Superior Appliance says the issue is fixed, and then within weeks the appliance breaks down again.The most recent example is when they came to fix our oven as it was not staying the right temperature. First time was on 7/11/2021 and second time was on 10/18/2021. Both times they said the issue was fixed, both times the oven stopped working after a couple weeks. We were charged by our insurance company $75 each time. We had to independently hire another repair company for $285 to fix the oven, and they said the previous repair company (Superior Appliance) had incorrectly wired the oven, which exacerbated the issues. I want to report this because it's bordering on fraud, as they submit the claim to the insurance company saying they fixed the issue when in reality they make the issue worse or put in superficial fixes that require them to come out again and collect the fee from consumers. I have documentation from the independent repair company saying the wiring was incorrect from Superior Appliance (see uploaded document).You can see additional yelp reviews on this appliance company here: https://www.yelp.com/biz/superior-appliance-repairs-reno

  Customer response

  11/12/2021

  Hello,

  Unfortunately the repair company has no address on file except that it's in **************, North Valleys. There are two phone numbers for them provided on their website: ************** and **************. Their website is https://superior-appliance-repairs.business.site/. Hopefully that's enough information as they do not post their physical location.

*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. ↩