ComplaintsforAccord Appliance Repair

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely horrible customer service. Missed the appt 4+ times. When they finally came out, they submitted a report to my home warranty and I was told it was denied. I asked them to please send me the report or tell me what parts needed to be replaced as I would hire them personally and pay for the repair. They said someone would call me back over 5 different times, no call back. Finally got a text that they would not take my work or repair. When I asked them to please let me know what parts were needed or send me the report they refused. The dispatch also refused to let me speak to the manager. Dispatcher was very rude and dismissive. This place should not be doing busy with the general public. I paid for a quote/report (*****) and never received anything from them.

  Business response

  04/18/2024

  We apologize for the inconvenience that Accord Appliance may have caused you.  Unfortunately, you are contracted with First American and once our report and pictures are sent, they are the ones who make the final decision.  In your case, your unit was not approved due to type of unit it is.  We do not work on these units, nor does your contract with First American cover your unit. 

  Any type of refund that you are looking for wlll need to be given to you by First American.  We collect this on their behalf. 

  Thank you. 

  Customer response

  04/18/2024

   I am rejecting this response because:
  
  I gave the unit and serial number before you guys came out.  You agreed and my warranty agreed the fridge would be covered and could be worked on.  Once I reviewed with my warranty company, you gave inaccurate info on the report,  sending pics of the wrong fridge and didnt even complete a diagnosis to see what was wrong with any fridge.  You took pics of the wrong fridge and left.  This is fraud and Ive already begun escalating this with the warranty company.  I have shared your countless horrible reviews and I will be petitioning to have you removed from their list of providers.   Do better 

  Business response

  04/19/2024

  Again, it is up to your warranty to make the final decision, which they did and your unit was NOT covered, therefore, we could no longer do any work to your unit.  As their customer you have the right to a second opinion from another company, free of charge.  

  There is nothing left for us to do better on.  Your warranty does not cover commercial units. 

  Have a great day and good luck. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My American warranty company set out the repairman on three different visits and said there was nothing wrong with the oven door but you can visibly see that the seal was loose on the frame consequently when you return on the other the heat was so unbearable that you could not use the oven because it was too hot because the heat was exiting from the defective seal they said they were going to replace the and or replace the oven what I call the warranty company it was a big lie and therefore filing a complaint about the warranty and the repair left my family with a usable oven.

  Business response

  04/05/2024

  We apologize for any inconvenience that we may have caused you.  However, we have sent out three different technicians to your home and they have all stated there were no mechanical failures to your unit.  Once these reports are given to Guardsman, there is nothing left for us to do.  As their customer you are *********** a second opinion by another company, free of charge.  Please contact them directly and ask them to send another company out to check your unit.  Guardsman is your home warranty and they are the only ones who can give you any kind of replacement.

   

  Thank you. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is absolutely horrible.Their customer service is rude and dismissive.Their techs do not show up when an appointment is made or they show up for 30 seconds and leave without ever talking to anyone.Not only have we been without an oven for 3 months, they came to our house, rang the doorbell, and left before anyone could get to the door (30 seconds from upstairs to downstairs).When called to ask the driver to come back, the customer service rep or front desk HUNG UP on us.

  Business response

  03/21/2024

  We apologize for the inconvenience. 

  We have you on the schedule for 3/25/24 between 8-12pm to finish repairs. 

  Thank you. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted American Home Shield because the ice maker was not working properly, it was making ice but not coming through the ice dispenser.After AHS was contacted, they sent a very rude technician from Accord Appliances, he checked the fridge and determined the ice maker was broken so it needed to be replaced, he disconnected the ice maker and said h*** order the part and h*** come back to replace it, later on AHS sent me an email that said the service was completed. Then I called AHS and they said the technician from Accord Appliances said to AHS that the part was not functional due to misuse/abuse !!! and that was it, warranty was void, even though theres no direct access to the part that was broken, unless you remove screws from inside the fridge, now the ice maker is disconnected, and its even worse than what it was before!!! at least it was making ice that it could be manually removed from the ice bin. The technician never mentioned to me that misuse/abuse was the case, he said h*** come back, from what I have read, seems like theyre trying to void the warranty so you will have to pay to Accord Appliances out of the pocket, I hope thats not their true motivation. Long story short, I filed a complaint with AHS and theyre sending another company for a second opinion. From what I have read here, all is gonna happen is, if anything they will write an insincere apology, then ask me to order a second opinion and thats it, in the meantime no change will be made and home warranty companies will keep using their unprofessional services

  Business response

  02/09/2024

  We apologize for the inconvenience that Accord Appliance may have caused you. 

  Unfortunately, we can no longer work on your unit. 

  We hope that the next company can repair. 

  Thank you. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Accord failed to repair my dryer. One of their employees got me for $120 doing a side business during working hours. He lied and said he showed up for a service call. Cost me $1000 for a new dryer when I have a home warranty with American Home Shield. Looking to recover my cost for my dryer.

  Business response

  02/02/2024

  We appreciate your business and apologize for any inconvenience. We show that we replaced a part on 1/17/24.

  However, any refunds you are looking for will need to be given by your home warrany, American Home Shield.  We have an open work order with them, please call them and cancel or they can send another company. 

  Thank you. 

  Customer response

  02/03/2024

   I am rejecting this response because:
  
  Yes the part was replaced but the dryer was not fixed. I called and your repairman did not show up ***** after I waited six hours. I had to bring in an outside repairman because your  representative disconnected my phone call. I asked to speak to a manager repeatedly and no one was available. My laundry room filled up with moisture. A fire couldve started. I had no choice but to purchase a new one. I was using my neighbors dryer. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Accord Appliance was assigned to repair my refrigerator a couple months ago now and as yet has still not repaired or replaced anything and keeps giving me the run around between them and American Home Sheild warranty company, who I turned the claim in to the middle of November of 2023, and as of right now it still has not been fixed or replaced and Ive been without a refrigerator for over 3 months, and have made at least 25 phone calls over this issue to both companies now. Currrently I am on hold in the cue for Accord Appliance to pick up for over 10 minutes now today while writing this.Being a diabetic that doesnt drive or walk I am having to get someone to go buy me ice to keep my medications, including insulin cold every day for 3 months now!Accord Appliance reps have lied repeatedly several times now(3 weeks) telling the warranty company I wanted a buy out for the compressor to have repairs done elsewhere which is a complete lie, just as the last time they were at my home (over a month ago) they brought the wrong compressor and said Id hear back when the part came in, and it finally did but after notifying me part came they cancelled the entire work order and Ive spent 3 weeks just trying to get them or ANYONE( which AHS refuses to reassign to anyone else and now tell me because I didnt ask for a 2nd opinion in the first week of my complaint I cannot now because its been too long. It has been this long because they have continually given me the run around between the two companies/ and just right now as Im typing this disconnected my call to Accord after being on hold for over 15 minutes waiting in the cue.Please can you help me with this extremely frustrating experience that I have paid $100. Each month to AHS for this coverage that isnt being honored, or repairs made in a timely manner. So Ive paid them $400 plus deductable of $100..00 During the time this occurrence spans.I greatly appreciate your help with this matter.I have notes on calls

  Business response

  01/18/2024

  We apologize for the inconvenience that Accord Appliance may have caused you.  We are contracted with American Home Shield and we requested that they send you another company, it is no charge to you. 

  Any amount of money you are requesting will have to be handled with American Home Shield. 

  Please call them directly. 

   

  Thank you. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company schedules appointments but never shows up several times I had an appointment no call no show. Last appointment listed as a no show because the Tech came to the gate but couldn't get in. Did not call or text prior to arrival. He could have at least called letting me know that he was at the gate. And I could have opened it Been to my house 3 times and refrigerators still not fixed.

  Business response

  12/22/2023

  We apologize for any inconvenience that Accord Appliance has caused you..

  We have you on the schedule for 1/3/24 and on our cancel list, if something changes we will call you. 

  For any amount of money that you are requesting, will need to be addressed with your home warranty American Home Shield. 

  Please contact them directly. 

   

  Thank you. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Accord Appliances were assigned to my warranty claim through Lowes. Their technician came out to evaluate my washer. The technician did not provide any services on my washer. He informed me that a barring went out and that he needed to order parts. He didnt write any of this information down for repairs, parts or finding on his work order invoice , but had me sign. He said I should hear from them the following week to schedule for the repairs. After not hearing from the company I called. The receptionist was rude, did not listen to my concerns about scheduling for service. After multiple attempts to reach someone else and being forwarded to voicemail and being hung up on I decided to go to Lowes warranty service for another repair company. I filed a complaint with Lowes against Accord Appliances and was told I would hear back with a resolution in 2 business days. At the 2 day I was informed my claim was denied because of abuse and misuse of my washer. Accord Appliance lied to the warranty company and stated they found change or coins in my washer. At the time of the service the technician never once mentioned change or coins and never gave me the coins. Because of Accord Appliances lies I am unable to utilize my warranty that I paid for and will need to pay additional fees in order to have my washer fixed. This company is fraudulent, unprofessional and is taking advantage of their clients.

  Business response

  12/07/2023

  All of our technicians take pictures of the unit they are servicing, along with any kind of damage.  Once this is submitted to the warranty, it is up to them to make the final decision on repairing the unit.  After the decision is made, there is nothing left for Accord Appliance to do.  As a ****** customer you have the right to a second opinioni from another company, at no charge to you. 

  Please contact Lowes directly, there is nothing left we can do.

  Thank you. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Date of the transaction is 09/14/2023 - No money was paid to the business by me. They are paid through a contract I have with American Home Shield (AHS).- The business is committed to provide an evaluation of cause and repair of my microwave vent grill.- The dispute involves the technician taking pictures of the broken microwave vent grill and telling me that there is no maintenance that can be done to a microwave. They either work or they don't. The Accord Appliances (AE) technician told me that he doubted that AHS would cover the repair but gave me the part number for the microwave that needed replacing. The technician told me that I should purchase the assembly and he would return and replace the assembly for a fee. - I later spoke with AHS and was told that the AE technician stated that I had broken the microwave vent grill intentionally and in addition, the microwave was not repairable. - I did not contact the business to try and resolve the problem since the technician did not tell the truth in the first place, there was no need for me to believe he would contradict himself and tell the truth.- The work order invoice number is ******.

  Business response

  11/02/2023

  I am sorry for inconvenience that Accord Appliance may have caused. 

  Being that you are contracted with American Home Shield they are the company who make the final decision, based on the report and pictures that were submitted.  You may ask AHS for a 2nd opinion free of charge.  We are no longer approved to do any more work. 

  Thank you. 

  Customer response

  11/03/2023

   I am rejecting this response because:
  
  American Home Shield (AHS) based their final decision based on input from Accord Appliance (AA). So AA is ultimately responsible for the decision based on their input to AHS which is flawed because:

  1. AA can provide no proof or evidence that I intentionally broke/damaged my own microwave.

  2. The microwave sits over a 4 burner stove which generates heat. When the vent assembly came apart and fell on the floor I noticed that all of the parts, except one spring, were made of plastic. Plastic will weaken or break when exposed to heat over time and this contributed to the vent assembly breaking.

  3. An internet search (available upon request) of this make and model shows that this is a common flaw for this microwave. When the unit comes on the vent assembly partially opens, when the unit turns off the vent assembly closes.

  4. There is no preventative maintenance that can be performed on a microwave, it either works or it does not.

  5. Reasons 2, 3 and 4 above when put together is the cause of the microwave vent breaking NOT my intentional misuse or abuse of the microwave.

  6. AA needs to be truthful to AHS for the reasons given above and repair the microwave.
  

  Business response

  11/06/2023

  Again, as being a customer of American Home Shield, they are the company that make the final decision. 

  All we do is send a report with pictures and they make their decision. 

  There is nothing more we can do. 

  Thank you. 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First American Home Warranty hired Accord Appliance Service to repair the ice maker on my fathers residential refrigerator. A technician from Accord Appliance Service came to our home and initially said that he had to order the part and would return next week to complete the repairs. The technician returned but informed us that the part doesnt fit and that he would need to order a new part and return. 3 weeks passed and the technician returns and again says he doesnt have the correct part. Only this time he broke the refrigerator. After the technician left I went to the refrigerator to get some water and immediately noticed the lights were not on inside. I looked to see if it was unplugged and it was not. I called Accord Appliance Service and I was informed by management that he was unable to send the technician back out. Over the next several hours all of our food began to defrost. The entire refrigerator and freezer thawed out. Today, now four weeks after the initially problem, I was informed that Accord Appliance Service ordered the wrong part yet again and it would be an additional week to repair the ice maker. On 9/21/23 I spoke with Supervisor ***** with First American Home Warranty who said that they are not responsible for the contractor that they sent to my house spoiling my entire refrigerator. This is unjust. My father is 87 years old and has diabetic food restrictionshis daughter is battling stage 4 breast cancer treatments and eats very expensive and special foods all of which went bad because a technician from Accord Appliance Service unhooked something and did not return when notified of the problem. People should not be treated like this.

  Business response

  09/22/2023

  Good morning. 

   

  I am sorry to hear about this inconvenience that Accord Appliance has caused.  I do show that we have ordered the part and should receive by 9/27/23.  Once we receive that part we will reach out to you to schedule.

  Being that you are contracted with First American, it is there responsibllity to reimburse you for any spoiled food.  We are one of their companies that they contract out to service thier customers.

  Please call them again and ask to speak to authorization department or a contract relations manager. They should give you some kind of support. 

   

  Thank you. 

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