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:02/05/2024

  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.

  La appliance was assigned to repair our built in refrigerator, by our home insurance company, over two months ago. They have rescheduled two appointments and failed to show up for 2 appointments. Today, they were scheduled for a repair and failed to show, with no call. They have also attempted to fraudulently advise the insurance company that we have cancelled the service request. I have two young children and have been without a refrigerator for several months. It is beyond frustrating. They have the parts but refuse to show up to complete the repair.

• Initial Complaint

  Date:11/14/2023

  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.

  This business was contracted through my home warranty company on 9/20/2023 to repair my microwave. A representative has been to my home 4 times and has yet to accurately diagnose the problem, much less repair the appliance. During the 3rd visit, the contractors attempted to conceal their misdiagnosis/incorrect parts by speaking in Spanish. However, I also speak and understand Spanish.They visited my home again, yesterday, 11/7/23 and again were unable to fix my microwave. However, they are also refusing to send the service report to my home warranty company so another contractor can be assigned. I attempted to resolve this today, 11/8, and was just hung up on by *****. At this point, I would like them to give the home warranty company an HONEST report of their inability to repair the appliance so another contractor can be assigned.

• Initial Complaint

  Date:02/14/2023

  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.

  ON 12/04/2022 on order was placed to fix my washer by my insurance but this place has not fixed the issue,since December they order the part and just change it on 02/10/23 the technician said the washer needed to be replaced by the insurance but he need to write the order, today the company said they ordered a part and to wait for it and they will schedule another day to replaced it I contacted the insurance and they are waiting for the LA appliance to write the diagnostic for it to be replaced, but when I called there is no manager or supervisor to answer my calls only the operator, and very bad customer **********************. Please I really appreciate if you can help me resolved this situation

  Business Response

  Date: 02/18/2023

  First and foremost, we'd like to apologize to ***************** for the length of this repair. Parts were on a backorder, and we were not able to obtain them sooner. An appointment to complete repairs has been scheduled for 03/01, but we are reaching out to the customer to offer sooner **********************. As of now, a new appointment has been scheduled for 2/21 pending customer's confirmation of availability.

  Customer Answer

  Date: 02/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They have sent a technician to ********** the problem on 02/21/23 and he said the problem is the transmission and he will be back with the part to replaced it I'm trusting them again to finish the job as soon as possible I will keep you posted, 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/19/2023

  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.

  LA Appliance has been the contractor assigned to repair my dryer thru my home warranty company, AHS. They were assigned to me and first came out for dryer repair in August 2022 and have been out approx 7 times since and my dryer is still not repaired. They say they fix it and it breaks again however it's never been fixed. They say the warranty company didn't provide them with all the parts that they ordered from them and AHS shows that the proper parts were delivered to them. Last time they were out was Jan 6, 2023, and it was not fixed when the tech left. I called AHS as soon as he left and complained; I was placed on hold while AHS called LA Appliance. LA Appliance told AHS their technician was still on site working on the dryer which was a flat out lie; I was calling AHS because AGAIN they had come out and not fixed my dryer. I am in ********** and we can no longer hang the clothes outside on a clothesline to dry because of the rain and cold temperatures. It is taking approx 2 days for pants to dry inside our home and we all work - a house of 3 working adults. This contractor is incompetent and the girl that answers the phone is ride. Today she refused to tell me her supervisor's name; she said she did not know. Specifically "did not know who she worked for." She also called me a "*****." I want my dryer repaired asap this is unacceptable for a contractor to take this long- 6 months! Also, I feel like they are committing fraud by continuing to come out like this. Every time they come to my house (it's a BS visit because they don't fix anything and it's only gotten worse) then they bill AHS for each visit! They are a complete scam and should not have a license !

  Business Response

  Date: 02/14/2023

  First and foremost, we'd like to apologize to ***************** for not being able to repair her dryer in a timely manner and for not being able to meet her expectations during the process of repairing her unit. However, we'd like to provide some background information from each work order that we've received in hopes that it will resolve some frustrations.

  Originally, we received a work order on 08/11/22 for a burning smell coming from the dryer and tripping fuses and circuit breaker, according to ********************* insurance company. Upon arrival, the technician observed that the home vent line is clogged with lint creating a fire hazard and causing the heat to stay trapped inside the unit. This, in turn, *** cause the lint buildup inside the unit to catch fire and causing the burning smell. The technician's recommendation to the homeowner was to clean the home vent line to eliminate the burning smell and the fire hazard. The reason why the technician recommended that this be done first is because this is the main cause of all the failures relating to the lack of drying. When the vent is clogged, the heat gets trapped inside of the unit and overheats it. The thermostat and the sensor that track the temperature inside of the unit think that the unit has gotten to the desired temperature (as designed by the manufacturer) and signal to the control board to shut the heat off, which causes the clothes to tumble without heat, hence, not getting dried. Unfortunately, the ***************** does not cover this type of cleaning, nor does our company offer this type of service. Per our contract and as is the industry standard, we must bill the Insurance for our time to diagnose the failure, which was done after the report was submitted to the Insurance.

  The follow up work order came on 09/30/2022 - almost after a month-and-a-half after the initial visit. The insurance company sent the work order with the same description of failure. Upon arrival, technician again observed that the home vent line is still clogged and recommended that it be cleaned to eliminate the fire hazard and burning smell coming from the unit. As stated above, per our contract we must bill the Insurance for our time to diagnose/repair the unit.

  The next work order came on 10/12/2022 after ***************** cleaned the vent line. With the vent line cleaned, technician was able to find a failed part - valve coils - which is responsible for allowing the gas valve to open to release gas into the burner, which initiates the fire to provide heat to the unit while it's tumbling the clothes. After replacing the failed part, the unit was fully operational, and we did not hear from ***************** or the Insurance until 11/25/22.  Again, to comply with our contract, Insurance was billed for our time to repair the unit and the parts used to correct the failure.

  The next work order came on 11/25/2022 - three weeks after the last visit. On this visit, technician observed that the unit was not starting any operation - a completely different failure which wasn't present during the previous appointments. Technician ordered and replaced a start switch, a timer, and the control board. After installing the parts, the unit started operating, but the technician observed that the motor was running slower than usual, and the pulley was making a noise. Unfortunately, because the parts that were responsible for starting the operation of the unit and, more importantly, the motor, there was no way for the technician to observe this failure on the previous trip. Based on technician's new findings, the report was submitted to the ***************** and a new work order was opened to order the additionally required parts and complete the repairs. 

  As of today, a senior technician is being scheduled to complete this repair on 02/23/2023 with the parts that were reported as failing on the previous visit. 

  Without a doubt, not being able to use a dryer for one reason or another for this long is not acceptable by anyone's' standards - neither ***************** nor ours. However, we hope that providing more information about each work order and/or visit, we've been able to demonstrate that we've tried to do everything we can to repair ********************* unit as quickly and efficiently as possible.

• Initial Complaint

  Date:10/06/2022

  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.

  They work with my home ******************** warranty company I have paid my deductible August 1, 2022 waiting for my dishwasher washer and exhaust fan to be fixed I still have not had someone repair them they have been out and assess the problem but no repairs have been done my washer has been leaking for two months causing more damage to my laundry room i've called them several times and 99% of the time they do not even answer the phone I finally was able to get to speak with someone they had called me they made an appointment set for a week ago today for someone to come out between one and six to repair all of my appliances I did not get a phone call and no technician showed up I called the next morning and I was told the parts were stolen and that they were re-ordered still waiting for my repairs to be fixed it should not have taken this long it should not take two months for this when I take my deductible there should not have been an issue And that was all I have been hearing is that my parts are on order I heard that for six weeks prior and I'm hearing that now

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/27) */ We'd like to thank Mrs. ****** for allowing us the opportunity to work on her appliances. As of today, repairs are still ongoing for the washer due to supply chain delays and manufacturer shortages. Additional parts have been placed on order, but ETA of those parts has not been provided by the supplier and/or manufacturer. As soon as more information becomes available, Mrs. ****** will be contacted.

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an issue with them setting appointments with me and not only canceling, but not letting me know, thus we change our entire schedule around and no one shows and we get no phone calls. When I call, which has been a minimum of 10 times, I get a complete run around. Yesterday was the last straw. Their appointment was scheduled to be from 1 PM to 6 PM. At 4:45 PM, I called and the employee I spoke with said they will be there by 6 PM. They never showed again and no one called. Of course, the business closes at 5 PM, so there was no one to talk to last night. My frustration level is really getting to me and I just want them to be honest with me and do the work as promised.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/27) */ We'd like to thank ********** for allowing us to provide service for his appliances. After reviewing this work order, technician reported that there are multiple entries to the customer's property, and due to miscommunication, tech wasn't provided the correct info on 10/04. We'd like to apologize for not confirming all the information prior to appointment date. A new appointment was scheduled for 10/11 and tech was able to find the property and repaired the unit.

• Initial Complaint

  Date:07/13/2022

  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 use ******************** warranty and when our dishwasher stopped working we filed a claim. they sent LA Appliance to our house to fix it the dishwasher. They came out to fix our dishwasher and order the part (motor). When the part came in they made an appt to come out and the repair guy had car issues and the dispatcher said he could not come out that day. I explained that I had taken the day off from work so I will need him to come between 4 and 6, the dispatcher said no and that they would come at 1pm. I told her I would not be home and it was not my fault he had car problems, she hung up on me. I called AHS to file a complaint and the representative there did a three way call with me so we could call LA Appliance together and then the dispatcher with LA App hung up on AHS as well when she begin to ask why it was taking so long. I have also filed several complaints with AHS and asked them to send another company out. They cannot because LA App has already ordered the part and we have to stay with them. I decided to LA App again and then she said it would take 3 weeks before they could come out and when I questioned her as to why so long when it was not my fault, she hung up on me again! Then I waited a few days to call back and she said they could come out on the 11th between 8am and 12pm. I took the day off work AGAIN and then at 11:55am, she called and said the part was broke so the repair guy could not come out and now they have to order another part. This process began on 6/5/22 and it is now 7/13/22 and we still do not have a functioning dishwasher. Every time I call LA Appliance and ask to talk with a manager or owner or supervisor, the dispatcher hangs up on repeatedly. I am frustrated and I need help, I do not know what to do.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 8, 2022/08/02) */ First and foremost, we'd like to thank Mrs. **** for allowing us to service her appliance needs. We'd also like to apologize that this repair has taken this long to be completed for numerous reasons. However, here is the timeline of events as they occurred. We received the work order from Mrs. ****'s home warranty on 06/08/22. Technician arrived at the property on 06/09/22 to diagnose the issue. Due to part availability, the completion appointment was scheduled for 6/27/22. Technician was unable to make this appointment due to car failure. We understand how difficult it is to synchronize the daily schedule and be able to be present during the appointment window, and when cancellations occur, it is even more difficult to be able to reschedule the appointment around customer's schedule. Especially in this case, Mrs. **** had to take a day off work to be available for the appointment on 06/27, and now would most likely not be able to take another day off to accommodate technician's availability. We'd also like to mention that cancelling appointments is our last resort, and it only happens when we cannot find another technician in the area who will be able to meet the original technician to pick up the needed part and complete the repairs. Fortunately, we were able to reschedule this repair for the next day. However, as mentioned before, Mrs. **** was no longer able to take the day off on 06/28/22 and was not able to be available when technician was on route to her house. Sadly, the appointment was missed. Due to technician's availability, the next appointment was scheduled for 7/12/22. On the day of the appointment, before traveling to the customer's house, technician discovered that the part was defective/damaged and he was not going to be able to use the part to repair the unit. We reached out to a local supplier to try to source the part that day, but unfortunately, the part was out of stock and had to be ordered. A new appointment was scheduled for 7/19/22 based on part availability. A confirmation text was sent the day before to remind Mrs. **** about the appointment. A text message was also sent out when tech was on the way. However, when technician arrived, he was advised by Mrs. **** that service was no longer required as she purchased a new dishwasher. We always strive to complete repairs expeditiously. It is not in our interest to cause any customer to resort to such drastic measures like buying a new unit instead of repairing their current failing one. However, the pandemic is still affecting the industry in devastating ways. Part availability and quality are suffering greatly. Also, the extremely high volume of calls has been impacting our ability to conclude repairs within our expected turnaround time of 7 days. In conclusion, we'd like to once again offer our most sincere apologies that we weren't able to complete repairs on Mrs. ****'s dishwasher within her reasonable expectations. Our goal is to redeem ourselves if we're called back to Mrs. ****'s home for future appliance repairs.