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:01/09/2025

  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.

  Very unprofessional company. There service tech, who would not give me his name, was late, did not give me his name first off. Then he came in and ai asked him to be careful not to slip as floor has buckled from a dishwasher flooded and is a tripping hazard. He exclaims "I am not here yo fix your floor that is not my problem. I escorted him to the dishwasher. I stayed in hallway and began to explain what I knew about dishwasher and he showed me away with a hand motion and said ai could go. Go whee? My house is 600 sq. **. So I went and sat at my desk next to kitchen. I asked him to be careful pulling it out as space is so tight and another tech broke a part on it one time.He yanked it out so hard it almost ripped my cabinet door next to it off. He turned it on for a minute. Said nothing was leaking. I explained the other tech would not stay with it either and that is the problem. No one will stay with it running to see when it leaks /floods all over the floor. He then ripped all the insulation material off of it and just threw it all over my kitchen floor. He then shoved and slammed dishwasher back and said nothing is wrong. I asked how that could be as the flood ruined my brand new laid floor ans now needs replaced. He says look lady I'm not here to fix your floor??? I was just explaining the problem. He grabbed his things and slammed out of here. I

  Business Response

  Date: 01/16/2025

  The customer sent us an email with similar statements & complaints. Please see our response to the customer below:

  "Thank you for reaching out in regard to your service experience. We sincerely apologize for what occurred at the time of the appointment. We certainly do not want any of our customers to feel uncomfortable or unsatisfied with our service providers. This is especially important in our industry where we are entering customers private space/homes. We will be speaking with ****** thoroughly regarding this service to ensure this does not occur again moving forward. While we would never excuse this behavior, we are aware not everyone has the same customer service knowledge as our office staff. We will take extra steps to ensure the entire provider staff is reminded of our company standards. We are sorry to hear the appliance is currently not working properly. Please reach out to your warranty company to inform them the unit is still not working so they can best advise of the next steps. They will either request for us to go back out to the home or they will provide you with other options. If they request for us to go back to the home, we would send out ****** again to take a look for you. He is currently our only service provider for the Vallejo area; however we do not want to make you feel pressured to take an appointment with him. Please feel free to let us know if there is anything additional we can do to help address this matter."

  Additionally, we have informed the warranty from our end that the customer is still having an issue with the unit. However at this time the warranty company is requesting for the customer to reach out directly in order for next steps to be taken. We will schedule the customer accordingly if the warranty determines they want to proceed with further repairs. We will also stay in contact with the customer to help assist with any part of this process.

  Thank you! 

• Initial Complaint

  Date:12/30/2024

  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.

  *** sent this company to fix my Bosch dishwasher. The case was opened on August 28, 2024. They determined the water pump was defective and replaced it. The dishwasher promptly broke down with the same problem the next day. I called them again, and they came in and replaced the pump again. The same issue occurred, requiring another service call.After the fourth failure, they suspected the control unit was also defective and replaced it. After that repair, the dishwasher would only run a short cycle before displaying an error. They then determined/suspected the built-in water softener was broken and told me they would order the part and return to replace it. In the meantime, they said the dishwasher would be usable if I kept resetting it after each error.After they left, I ran a full wash cycle, and the dishwasher broke down again, making a nasty popping sound and emitting a burnt smell. Now it won't turn on at all. I contacted them to inform them of the new problem and explained that replacing the water softener wouldn't help. I pleaded with them to return and inspect the dishwasher again since they had completely broken it. They refused and said they couldn't schedule any new visit until the water softener part arrives on December 27, 2024, at which point they would redo the entire diagnostic ************* is December 20, 2024, and now I must wait for them to return with a seemingly useless part to start the process all over again.

  Business Response

  Date: 01/10/2025

  Good Morning,

  We first serviced the dishwasher for this customer in November 2024. At that time we found the heat pump needed to be replaced as well as the diverter valve. These parts were installed & the work was completed on 9/21/24. Almost 1 month later on 10/10/24 we received a recall work order for the dishwasher for the same issue of the unit not advancing through cycles. Our technician found the heat pump burnt out & proceeded to replace it. The recall work order was completed on 10/22/24. We were then informed on 10/29/24 there was a different issue present. The unit at that time was not drying the dishes, so the technician verified why this was occurring. He found the heat pump was not the correct voltage which was causing it to burn out & seize multiple times. The heat pump was then replace once more with the correct voltage correcting the issue of the unit not drying the dishes. The technician at this appointment went out of his way to stop at the parts warehouse to pick up the parts needed to ensure the customer did not experience further delays with repairs. This work was completed on 11/8/24. On 11/19/24 we were informed the customer was seeing a new issue of an error code on the unit. We proceeded to verify this issue as the control board sending the wrong signals to the unit. We replaced the control board & corrected this issue on 12/30/24. Now the customer is complaining that the door is not closing completely which again is a completely different issue. We currently have the customer on schedule for this Sunday 1/12/25 with our senior technician to address this issue & verify if there are any further issues with the unit. Our technicians are very thorough in their work identifying the exact issue each time. Unfortunately, we can not foresee new issues when we are on site & the unit is working. We can only address the issues that are present at the time of our service. Please see we have attempted to correct each & every issue that was presented with quick service. Since this customer was being serviced through the holidays some appointments were delayed. However, we have tried to avoid any delays with this customers *********************** when possible. We have submitted all reports to their home warranty so if different steps need to be taken the home warranty can inform us.

  Thank you 

• Initial Complaint

  Date:11/13/2024

  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.

  Date of transactions: 8/2/2024, 9/9/2024, 10/4/2024, 10/14/2024, 10/29/2024, 11/9/2024.I had problems with my fridge in August. 3 months+ and they havent yet been able to fix the fridge. Their technician doesnt diagnose the fridge but rather just orders a random part to be fixed based on guesswork. They never have appointments and always lie about putting you on the priority list when there is none. In the latest appointment scheduled on 11/9/2024, their technician lied by saying he visited my place and no one was there. I didnt receive a call for his visit nor did he stop by because my ring camera would have captured his visit. The technician and the company are extremely unprofessional and dont care about finishing the job and keep dragging the service, presumably in order to keep billing the home insurance company at the expense of the customer. I have paid the trade call fee to the home warranty company and no one is willing to escalate this or bring this to a resolution.

  Business Response

  Date: 11/21/2024

  Good Morning,
  Mr. **** had his last appointment on 11/15/24 between 2pm-6pm. We were last out to the home on 11/15/24 at approximately 5:15pm at which appointment the customer did not answer the door or phone calls given. Please see attached photo of the technician outside the home. We have been to the home a number of times as this repair has been a unique & difficult case. Our technician has 28 years of experience in the appliance repair industry & does not do guesswork. For this unit specifically our technician has put in many hours diagnosing, researching, & consulting with other senior technicians to find the core cause of these multiple failures. Unfortunately, we as a warranty work driven company can not get paid by the warranty unless we complete the job. Oftentimes multiple trips to the home are at our own companies expense to ensure working units & happy customers. While we understand the frustration in not having a properly working unit, ultimately we continue with repairs when the warranty company instructs us to. When customers do not want to proceed with ***********************, normally they reach out to their warranty company to request for other options. At this time we have transferred out this work to a different vendor due to the customers dissatisfaction. We sincerely hope a resolution can be found for this unit & customer. Any request for a refund on the service fee will have to go through the customers warranty company as this is not a fee we collect. Thank you for reaching out in regards to this matter. Please let us know if anything additional is needed from our end.
  
  Thank you! 

• Initial Complaint

  Date:06/26/2024

  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.

  Do not use this company!!!!As many have stated this company is unprofessional and gives a false narrative report on diagnostic reports to submit to your warranty company. We have a warranty with American Home Shield. We had to use their preferred vendor which was A Go Home Appliances and were forced to use this company to get our air dryer vent repaired or replaced. It had been burning our clothes and leaving burnt marks from the air dryer vent in every cycle. Not only did it pose a possible fire hazard if it caught on fire, but it also was buring all of clothes. A Go home took the approach that everyone was to blame except for them. They blamed us saying that we were overloading the machine. They blamed us and said that we needed to clean our air dryer vents. We paid over $300 for a five star company to come out and tell us your air dryer vents are fine and that all the vents in the home were clean for that matter. We were also even told that PG&E was responsible because they were running the gas too hot!!! lol This comment was almost laughable. It has been 2 months of them unable to fix our dryer. The only thing the service team did was replace the burnt air Dryer vent, but they could never tell us why it was burnt and burning our clothes. A week later the new air dryer vent was still burnt. I called American Home Shield and wanted to know what their diagnostic report said. Our agent stated Electrolux appliances and the dryer had been recalled. They said it was not and they sent me the electroless list of things that could be causing this problem. The technician dismissed all these concerns listed only ran the diagnostic test that he wanted to run. When I asked for his assessment report, I was told that I cannot have access to this. Please run from this company. They We would like A Go Home to update their diagnostics report submitted to American Home Shield to reflect that they were unable to establish why the new air dryer vent was still burnt.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 repair shop has been assigned from my extended home warranty insurance company to fix the compressor on my ****** Paykel refrigerator dated April 16, came out 4 times and still not repaired properly!! This had been a HUGE inconvenience to my family and had taken an emotional toll on us! Please HELP

  Business Response

  Date: 06/08/2024

  We wanted to address the concerns you raised regarding the repair of your ****** Paykel refrigerator, and I want to address the situation directly. We understand the frustration and inconvenience you've experienced with the ongoing repair process, despite the efforts of our technicians, including one with extensive experience. It's regrettable that, after multiple attempts and over 10 hours of work, we were unable to resolve the issue with your refrigerator's compressor.
  Upon recognizing the challenges we faced in completing the repair, we advised your extended home warranty insurance company to arrange for a second opinion. This step was taken to ensure that your refrigerator receives the comprehensive attention it requires. While we understand your disappointment, please know that our team exerted significant effort and applied all available resources to address the issue. We regret any inconvenience this situation has caused you and your family. Regarding compensation, we recommend contacting your extended home warranty insurance company directly to discuss any reimbursement or compensation inquiries. They are better positioned to assist you in accordance with the terms of your warranty agreement.Please accept our acknowledgment of the situation and our commitment to assisting you further. Should you have any questions or require additional assistance, please don't hesitate to reach out to us.
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21761572
  
  I am rejecting this response because: They did not spin 10 hours on fixing my refrigerator. They responded to my warranty service and decline any service at my property. *** emailed and reached out numerous times asking for their liability insurance information which they have declined to give. This matter is not resolved, and I appreciate if they can respond to my emails regarding this matter about obtaining their liability insurance information as I was given advice from my warranty service . They are supposed to give that information to any customer! I am waiting for a response so I can move forward to file a claim since they completely shut down my refrigerator after putting in a faulty compressor. This is unacceptable on their part. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/29/2024

  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.

  I am convinced this company is in the business of insurance fraud. The tactics this company uses is to contract with multiple warranty/home insurance companies and purposely misdiagnose appliance root causes forcing multiple subsequent visits. The customer service is atrocious and is obvious from the yelp reviews each telling the exact same story similar to mine.

  Business Response

  Date: 02/29/2024

  We truly apologize for any frustration you've experienced regarding the diagnosis of your refrigerator's sealed system issue. Your feedback is invaluable to us, and we're committed to ensuring your satisfaction.
  We understand your concerns about the initial diagnosis by our junior technician. Please know that we take such matters seriously and are continuously working to improve our processes. Our senior technician has personally inspected your refrigerator, explaining the necessary repair and ensuring clarity. Rest assured, the correct parts have been ordered, and we are actively awaiting their delivery to proceed with scheduling your repair appointment. We sincerely apologize for any inconvenience this delay may have caused. Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  Thank you for your patience and understanding.
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  I will not recommend getting the service from "****************************." I have case#********* going since 06-Nov-2023 on my washer(Cloth). There are 8 recalls, which means they come 8 times to fix the same issue and still do not have a resolution. They are scheduling another recall for the 9th time to check the system.The service company named "A GO appliance repair" guys come every time to check something and replace some parts and go. They do not wait to complete one washer cycle; water does not get drained when I start. I have lost $300 worth of clothes because the door is locked, and I cannot remove my clothes. When I called the "****************************" guys, they said guys would come next week, and till then, my clothes are in the washer and wholly damaged. I once paid $65 to an outside vendor to open the door to get my costly garments out.It's been two months, and there has been no resolutionsuch a pathetic service.Second issue, case#*********: My dryer was not working. The same "A GO appliance repair" fix three times (3 recalls) still did not work; when I asked to assign this case to another service Vendor, they said if I recall within 30 days, the same service vendor would work on that case. I waited for more than 30 days, and then I opened another case, #*********, and paid another $85 to solve that problem. I cannot test whether it is working because my washer is not working now.I offered to change the vendor(I do not want A GO appliance repair) and assigned that case to another vendor. They disagreed and said the system would not allow us to change it. So I'm stuck.I have their higher plan like "First class Upgrade," "First class Plus," and HVAC and all appliances. I have paid a heavy amount to get this insurance.

  Business Response

  Date: 01/18/2024

  In response to the claims for your washer. The technician was last out on 12/24 and he completed the repairs. We received a recall on 12/27 and the technician visited the home on 01/08. The reports have been submitted to your warranty company and the work order is on hold until we hear from them if they will be approving or denying the repairs for the missing parts. In regards to you requesting a different vendor, that is something you have to take up with the warranty company, they have their own policy on who to send out. I do apologize for how long the repairs have taken. Sometimes when a tech fixes one issue another arises.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21123815
  
  I am rejecting this response because:
  Engineer who came to fix took 8 iterations? Still did not fix it. 
  

  what kind of service is that? Yes, insurance company have their own policy but they pick the recall call based on engineer feedback. 
  

  Engineer failed to understand and provide right fix. They have to understand this points.

   

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

  Business Response

  Date: 01/29/2024

  Good Afternoon,

  As I had informed you previously, we were waiting for your warranty company to decide what course of action they would be taking. They have decided to replace your unit, they should have reached out to you to inform you. There is no reason to have an open case with BBB. 

• Initial Complaint

  Date:11/21/2023

  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 same representative has been out 6 times to attempt to fix my icemaker. They were dispatched by my home warranty. The first time he verified the issue and replaced a leaking water valve. it didn't fix the issue. the second time he came out and just power cycled the unit. This still didn't fix it. he came out again and said he needs to replace the ice maker. He came out a 4th time and brought the wrong part. The fifth time he replaced the ice maker and it still didn't work. he came out for a 6th time and all he did was fiddle with a water valve. At this point I asked him why he didn't go through the diagnostic steps stated to do when looking at the blinking light on the machine. He didn't know how to do this even though I provided him the diagnostic chart. He said he needed to have a supervisor come out to work on the unit. after a few days i noticed where he had removed my water filter to check the valve there was a leak and low water flow. i found the filter was jammed in the unit and has damaged the unit itself. I put in a new filter for the time being but it flooded my kitchen and damaged my base boards. This has now been another 2 weeks with no communication and the warranty won't send out another vendor because this facility hasn't sent in a report.

  Business Response

  Date: 12/05/2023

  I apologize that you are unhappy with the service you have been provided by **************. I understand that your refrigerator not making ice for two months can be very frustrating. We only have one technician that services the area and unfortunately we had to send him out to service you. We finally got the ok from management to send our senior technician to go re-diagnose your refrigerator. You are scheduled for service on 12/06 and we are pretty confident that he will be able to address the issue with your refrigerator.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20870372
  
  I am rejecting this response because: the person did come out as promised. However they still didn't repair the situation. They said it would work by the next day. The ice make still doesn't work. The person who came out also refused to look at the parts that were broken by the previous technician and said they needed a separate call to look at that. I communicated that this has been mentioned several times and is supposed to be part of this visit. I even showed him the video of my kitchen floor flooding, and yet still he said he would note it down but require a separate call. I called back into his company the next day and it has now been six more days and no one has contacted me back. I now have an icemaker that hasn't been working for over 2 months with them being out 7 times along with additional damages to my refrigerator and kitchen. I can't even get them to do the courtesy of returning a call. My next file will be with the department of justice and my lawyer if they can't get their act together. I have a very simple request of someone inspecting and fixing my main concern and them addressing what they broke. If they can do these things all will be put in the past.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/19/2023

  I would like to apologize for taking so long in completing the repair on your refrigerator. I understand it can be difficult to not have a functioning appliance. The technician is not aware on policy and when he told you that we would need a new work order to fix the issue of the damage the previous tech, he was wrong. The technicians returned on 12/15/2023 and were finally able to complete the repairs. Again, please accept our apologies.

  Business Response

  Date: 12/19/2023

  I would like to apologize for taking so long in completing the repair on your refrigerator. I understand it can be difficult to not have a functioning appliance. The technician is not aware on policy and when he told you that we would need a new work order to fix the issue of the damage the previous tech, he was wrong. The technicians returned on 12/15/2023 and were finally able to complete the repairs. Again, please accept our apologies.

• Initial Complaint

  Date:11/02/2023

  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.

  AGO Appliance has been trying to fix my washer snice September 23rd. They told me that a replacement part if coming on October 8. Then called and said that a wrong part was ordered.They mentioned that the right part is coming on October 18th. When I called again they said they don't know when it is coming./Then they scheduled appointment for October 26th and mentioned following 1) A technician will come anytime between 2 and 6 PM 2) The technician will call half an hour before they arrive I took time off work to wait for the technician. Did not receive a call between 2 and 6 . I called their office around 4:30 PM and was told that they do not track the ir technician and cannot tell me when they will come but the technician will call me half an hour before Till 6 PM I did not receive a call. , so I left for my other appointment. AT 6:13 PM , I noticed someone at the door thru my camera which could have been a malicious character. It was the technician, who had not called me before coming and he showed up unannounced after our scheduled time for which I had taken time off .He replaced the part and it did not work. Now the company is saying they need to order another part. This shows gross unprofessionalism and Incompetent technicians hired by this company.This company needs to be blacklisted as fraudulent , incompetent and non professional

  Business Response

  Date: 11/08/2023

  I apologize for the technician not calling you before he arrived. We make notes and requests for the technicians to make sure that they call before arriving, but sometimes they are in the neighborhood and do not have time to give a 30 minute notice, or sometimes they do get held up at other jobs and don't have time to call. It seems like this was the case, because he arrived 13 minutes past the timeframe. Please be assured that I have brought this matter to management's attention and they have spoken to the technician about the importance of communicating with customers. Unfortunately we do not compensate for him arriving late or having to order another part. You are scheduled for service on 11/09 in the afternoon between 2-6. I will make sure that the technician calls if he is running late and that he calls you 30 minutes before arriving.

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20790451
  
  I am rejecting this response because:

  1) Your Technician came today with a different part. He replaced it and the washer is still not even turning on.

  2) AGO Appliance has been trying to fix my washer snice September 23rd. They told me that a replacement part is coming on October 8.Then called and said that a wrong part was ordered. They mentioned that the right part is coming on October 18th. When I called again they said they don't know when it is coming. Finally second call with a new part was scheduled on 26th October. Your second attempt to fix the washer failed . A new part was ordered. Technician came today November 9th ad replaced a different part. The washer did not even come on. Your third attempt to fix it has also failed.

  3) I have been requesting your office for your ********** Contractor's License number. They say they don't have it. Your website also does not have it listed. Are you a licensed contractor in **********? If so, please respond with your contractors license number that can be verified on CSLB website. You are requested to provide your contractor's license number and also mention it on your website.

  4) Since I have to be off from work for a slot of 4 hours, you are now requested to compensate me (as every time your technician shows up he is not able to fix the problem. This was the  third time.

  5) It has been more than 1.5 months so far and the problem is still not fixed.

  6) You are requested to fix the problem ASAP.  This is the least I expect from your company.

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

  Business Response

  Date: 11/22/2023

  Your warranty company was supplying the part that was needed. They informed us to close the work order since the part ETA would be **** weeks. They offered you different options. This issue has been resolved and there is no need for this BBB report to be open. I apologize for the bad experience that you had.

• Initial Complaint

  Date:09/13/2023

  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.

  I called this company to come to my residence to repair the ice-maker in my refrigerator. On August 15, 2023, an employee came for the service call and stated that the part needed to be ordered and he would come back to make the repair.On August 17, 2023, the employee came back with the incorrect part. He stated that he ordered the correct part, and someone would call to schedule the next repair appointment. That night I discovered that the employee had damaged my laminate floor with his rolling tool box.On August 18,2023, around 9:30 a.m. I called to report that the floor was damaged by their employee. They requested that I send them pictures of the damage and they would get back to me. On August 20, 2023, around 2:30 p.m. I called them again to find out if the part for the ice-maker had come in and when they would be able to back to complete the repair. I also asked if there was any decision on repairing the damage their employee made to my floor. They stated that they had passed the claim to their finance department and again they 'would get back to me'. When I specifically asked if the ordered part had come in and when they would be coming to complete the repair they were evasive and did not answer my question. The incorrect part was received within one day. It has been longer than that since they stated they ordered the correct part, but they would not answer my question regarding if it was ordered or give a timeline of when it would be in and repairs completed.It is imperative that I get the ice-maker and damaged floor repaired as soon as possible. And when asked they would not give a definitive answer to either question.