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:06/10/2024

  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.

  This company is an absolute nightmare when it comes to repairs. My warranty company, AHS, assigned them to fix my ice maker June 2024. The technician came, took it apart, and told me to throw it away because it was completely broken. He explicitly said to keep only the wires and screws. Following his instructions, I did just that. Later, *** reassigned a new contractor to rediagnose the problem, but by then I didn't have the ice maker since I WAS TOLD to throw it away.When I called the company to make sure their technician would mention in his report that he told me to discard the ice maker, I was met with the rudest customer service **** ******** The moment he heard what happened and realized the technician made me throw away the ice maker, he refused to listen further, insisted the case was closed, and essentially hung up on me. I only wanted the report to reflect what their technician said, but they refused to take responsibility and wouldn't let me speak to a supervisor. Apparently, the case is closed. You can amend the Constitution, but you can't amend their idiotic report.If you call and ******* answers, hang up immediately. He is rude, unprofessional, and utterly unhelpful even when it comes to scheduling. DO NOT USE this business. They are the absolute worst I've ever dealt with.

  Business Response

  Date: 06/12/2024

  We apologize for misunderstanding regarding parts. We are a third party provider. When an insurance company sends us to the customers home, we are required to diagnose the problem and then notify the insurance company about our findings. All of these findings are documented with photographs and are on the report to the insurance company. The insurance company will then determine if the repairs are authorized. It is the insurance companys prerogative to either authorize the repairs or deny them.
  If the customer has any questions or concerns, he should contact the insurance company. 

• Initial Complaint

  Date:05/17/2024

  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.

  On Friday, May 9, 2024, Active Appliance came to our property to address a broken ** washer appliance. Upon the technicians arrival, we discussed the issue of the washer. The technician was very short and rude. I told him we do laundry in small loads and he mentioned the issue is the outer tubbing and load sensor. He asked me to sign a blank work order form. I naively signed but told the technician it is not okay to sing a blank work order when I dont know what he is going to write and submit to the insurance company and he stated he was only going to list the products that need to be replaced with the washer. Today, May 13, 2024 we contacted the home warranty company and they mentioned the technician wrote it was misuse by the customer (me) and stated that we overloaded the washer which is not true. He lied to me and stated that he was only going to list the products to be repaired but in fact he wrote a fabricated work order.

  Business Response

  Date: 05/20/2024

  The work order in question was sent to Active Appliances, Inc.  by American ********************* Company. We are a third-party provider. When an insurance company sends servicers to the customers home, servicers are required to diagnose the problem and then notify the insurance company about findings.  We included pictures taken at the time of the appointment. The insurance company will then decide what to do next according to the customer's contract with the insurance company. Active Appliances, Inc. are not privy to the terms of the contract. It is the insurance companys prerogative to either authorize the repairs or deny them.
  After the report had been submitted, the American ********************* Company did not authorize the repairs. We understand that ***************** has procedures in place when repairs are not authorized. We are not privy to that process.
  The customer did not pay $125.00 to **************************. This sum was paid as a deductible directly to the American ********************* Company.
  
  If customer has any questions or concerns, he can call his insurance company.

• Initial Complaint

  Date:03/28/2024

  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.

  This company is fraudulent. This letter is in reference to an on-going issue I have had getting First ******** to approve a legitimate and simple claim of damage caused by normal wear and tear to have my laundry washer repaired or replaced. During the service visit, the technician from Active Appliances verbally notified me that "this should be an approved claim, and that First American is more likely to approve a new machine rather than repair, given that the cost of repair would cost more." Surprisingly, after not hearing from them for over a week, I just learned when I called First American customer service that ********************** issued a report fabricating the reason for the malfunction was due to overloading the machine, and not normal wear and tear. These are the facts and why I am disputing this claim outcome:When Active Appliances was here, they didnt do any diagnosis they didnt open the machine or do any inspection beyond a 2 minute visual look. They came for 5 minutes, looked at the machine and told me specifically that this would be covered by First American.Our contractor installed the ** stackable washer dryer machines in 2017 when we purchased them brand new. The machines have been in good working order since.We NEVER overload the machine and have always followed manufacturer's guidelines. As such, we only load the machine half way when we wash clothes.As you indicated to me in our call a few minutes ago, notwithstanding their claim that this is due to overloading, even the photos from their report do not evidence that the machine has been be overloaded, and show a load that was only half full. IF in fact, this was due to our negligence and overloading, then there is no way the machine would have operated normally for nearly 7 years without issue, and suddenly failed due to overloading as they claim. Active Appliances is a vendor who I have had lots of experience with, since First American always appears to dispatch them given their proximity to my address. In every interaction with them, my experience has been that they do not operate with integrity and that they routinely scam consumers. If you read the reviews I have researched below, they have a pattern of issuing misleading reports in order to drive more business their way, in hopes that consumers will pay them directly to repair, rather than repairing at lower contracted rates through First American. this is not ethical behavior and needs to be reported to First American.In order to substantiate my claim, I did further research on this company. I was utterly shocked to read countless reviews that described my identical situation. Please read the customer reviews for yourself. This vendor is fraudulent:oYelp Review: ************************************************************************* (1.7 average Yelp review / 1728 reviews)oBetter Business Bureau: *********************************************************************************************************************************************************** oBetter Business Bureau: ***************************************************************************************************************************************************************** oHouzz: ******************************************************************************************************************** oFacebook Reviews: ************************************************************, I found countless virtual identical complaint from other customers indicating the same exact practice. Consumers are educated and have access to technology and information these days, and unfortunately Active Appliances has a clear track record and standard practice of abusing consumers by creating fraudulent reports that attempt to influence people to privately pay for repairs at higher rates than the lower contracted rates through First American. There are dozens and dozens of these similar reviews like the one below, which is consistent with my exact story. I have taken the liberty to send a copy of this correspondence and I have filed a report with the ************************* *************************** because this company is a scam artist that needs to be investigated. I sincerely appreciate your help in working towards getting a proper vendor inspection, so we may process the claim for approval to repair or replace my washer.

  Business Response

  Date: 04/01/2024

  The work order in question was sent to Active Appliances, Inc.  by First ****************** Company. We are a third party provider. When an insurance company sends servicers to the customers home, servicers are required to diagnose the problem and then notify the insurance company about findings.  We included pictures taken at the time of the appointment. The insurance company will then decide what to do next according to the customer's contract with the insurance company. Active Appliances, Inc. are not privy to the terms of the contract. It is the insurance companys prerogative to either authorize the repairs or deny them.
  After the report had been submitted, the First ****************** Company did not authorize the repairs. We understand that ***************** has procedures in place when repairs are not authorized. We are not privy to that process.
  The accusations of they do not operate with integrity and that they routinely scam consumers", "they have a pattern of issuing misleading reports in order to drive more business their way, This vendor is fraudulentare libel and can be punishable by law. We have been in business for over 31 years and service over 200 customers per day (more than ****** new customers per year). We will not allow this customer to tarnish our reputation by libelous accusations.
  If customer has any questions or concerns he can call his insurance company

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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.

  Active Appliances was assigned by our appliance company to repair our brand new refrigerator (6 days old). They visited our home (*********************************************************************) on four separate occasions, each time, unable to make the repair for various reasons (wrong parts ordered, didn't know how and needed another tech, etc). They never successfully made the repair and requested to the appliance company not to be sent back out again. The appliance company sent a tech from another company who diagnosed the issue on his first visit and had the parts sent to our home and made the repair a few days after the parts arrived. We are now being sent to collections by Active Appliances for the invoice # ****** in the amount of $239.61 since the appliance company did not pay the invoice. We spoke with the appliance company who confirmed that Active Appliance had been advised that the report was incomplete and needed to be resubmitted in order to be paid (*******. also called the report suspect and ***** and advised us not to pay Active Appliances anything directly). We are willing to go to court if need be over this as Active Appliances never fixed the frig in 4 separate visits, ordered the wrong parts, caused us to take multiple days off work for each visit and then claimed that we ignored their communication, even though we responded directly by phone and advised them what the appliance company had said about needing to resubmit their report to get paid. The invoice has been turned over to a collection agency who is pursuing the claim (*****************************, **********************************************************************************). We would like help with this matter if possible as we see it as fraudulent and incompetent business practices.

  Business Response

  Date: 01/11/2024

  The work order in question was sent to Active Appliances, Inc. by Electrolux Extended Warranty Company.
  Refrigerator was serviced on 08/22/2023,parts were replaced. Customer never contacted ************************** regarding ************** working again.
  According to our companys policy and as it states on the invoice, if the insurance or warranty company does not pay for diagnostics and/or any repairs made by Active Appliances, Inc., the undersigned agrees and understands that he or she will be liable for all the charges incurred therein.
  As of now customer owns $264.61 including billing fees. 

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21086997
  
  I am rejecting this response because:

  Active Appliances visited our home at the order of Frigidaire Warranty to fix the issue that the lights on the exterior of the frig stayed on all the time.  They visited on 6/19/23 (evaluated the frig, indicated they would order parts but did not repair), 7/10/23 (they swapped out a sensor for the drawer that controlled the lights.  This did not fix the issue.  They indicated that they would need to order another part to try something else), 8/22/23 (they arrived and stated that they had been sent the wrong parts and would have to return), 9/19/23 (scheduled for repair, but were advised that they would not be returning as they had advised ********** that they were unable to perform the repair).  Frigidaire then sent out another company who evaluated the frig, order parts and repaired the frig on his next visit.

  On 10/13/23, we received a "Final Notice" bill (dated 10/10/23 $239.61) from Active Appliances for the service, this was the first notification we received from them regarding a balance due.  We immediately contacted ********** and were advised not to pay the bill, that this was a functional repair order and would be covered under the warranty and that Active Appliances had been advised that they needed to submit the appropriate documents for payment and that they had not done so. (ref. # ******** from Frigidaire **************, appliance serial # ********** purchased on 6/8/23 at ******). The Frigidaire rep. informed my wife that the value of the invoice being sent to us by Active Appliances was for the value of the parts ordered.  My wife, *****, called and spoke with ******* at Active Appliance's the same day and advised that we were not paying the bill and advised that Frigidaire reminded them to resubmit the requested documentation for payment.   ******* indicated that he would note that and have it looked into.

  On 1/16/23, my wife ***** contact ********** to request copies of the reports submitted by Active Appliances and the communication sent to Active Appliances.  Unfortunately, we were advised that we would have to send a letter/ subpoena to to their main office (PO Box ******, *******, ******** in order to request to have all the documentation mailed to us.  However, the Frigidaire rep. did read us the information filed in the report by Active Appliances dated 8/22/23:

  "the tech states that the freezer lights stay on even though the diagnostics show it turning off, technical support advised the Active Appliance Tech. that it may need the main board replaced (item #**********), however this was not a item that was in stock and would have to be sourced".

  We find it very odd that Active Appliances is claiming to have fixed the issue and "that we never contacted to tell them it stopped working when their own report contradicts that information.

  In our conversation with Frigidaire on 1/16/23, they confirmed that they would be happy to review the report and billing with Active Appliances to settle the payment, however, Active Appliances has not responded to the request for further information/ rejection of payment.  We do not feel that Active Appliances has operated in good faith to get paid by the warranty company that contracted with them.  We will not be paying this bill.

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

  Business Response

  Date: 01/25/2024

  As we stated in our response, according to our companys policy and as it states on the invoice, if the insurance or warranty company does not pay for diagnostics and/or any repairs made by Active Appliances, Inc., the undersigned agrees and understands that he or she will be liable for all the charges incurred therein.
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Active Appliance Repair in *** Nuys is the WORST repair company ever!!! Scheduled to repair our dryer and it took forever to get an appointment. The day of appt we received a call that the technician "called out sick". Do they only have one technician? Like really! Got rescheduled for a week later and waited from ****pm as they said they would arrive. An hour after appt "arrival" we get a text that technician is having "car issues". Are u freaking kidding me!!! Now being asked if we want to wait or reschedule! Seriously DO NOT use this repair company, they have no regards for their customers!!

  Business Response

  Date: 12/21/2023

  The work order had been received from the insurance company American Home Shield. We scheduled the appointment for 12/14/23 starting at 12pm. Around 8:15am, the servicer notified us that he is sick. Another appointment was scheduled for 12/16/23 between ****, out servicer was on his way and his car had broken down (unfortunately,situations happen).
  As soon as the servicer called us, we contacted the customer to reschedule the appointment right away.We unsuccessfully tried to contact the customer to reschedule. On 12/21/23 work order was closed.
  
  As of now, the work order is closed. 
  If the customer has any questions or concerns, (s) he should contact the insurance company.

• Initial Complaint

  Date:09/27/2023

  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.

  My GE washer is under warranty and Active Appliance was the company sent to service my washer. My washer is less than 3 years old. It will not dispense the fabric softener during the rinse cycle and spills all over the the floor when the front load washer door is open. The technician came and replaced the soap dispenser/fabric softener area however it did not resolve the issue and the tech said it did not fix the issue. The ******************** requires it to be seen twice before a refund or replacement is issued. It was seen again on 8/30/23 by the same technician and he said there was nothing he could do. He says ge could replace that part again but it was not going to fix the problem. He took several pictures and said he would send them to the insurance. I called the ********************* and was told the tech wrote that the washer was working as intended. I called Active Appliance and they said the tech wrote it was working as intended and if I didnt like their service to request a second opinion. I asked Active Appliance if it was possible that he wrote the note stating it was working as intended by mistake because he took pictures of the washer leaking all over the floor to send to the insurance. The tech also said there was nothing he could do to repair it. Active Appliance said that whatever the tech writes is final. The tech was deceptive by saying he was going to send the pictures of the washer not working properly to the insurance. Then the tech has me sign the work form however there isnt anything written on it. So he writes whatever he wants after the fact even though he said I was just signing so he could get paid. Very fraudulent practice. He assured us that he would let the insurance know that he cant fix it. I have photos and video but I couldnt upload here. File too large.

  Business Response

  Date: 09/27/2023

  The work order in question was sent to Active Appliances, Inc.  by NEW Asurion warranty Company. We are a third-party provider. When warranty company sends us to the customers home, we are required to diagnose the problem and then notify the warranty company about our findings.  We included pictures taken at the time of the appointment. The warranty company will then decide what to do next according to the customer's contract with the warranty company. Active Appliances, Inc. are not privy to the terms of the contract. It is the warranty companys prerogative to either authorize the repairs or deny them.
  In this case, unit is working as designed, there is nothing else we can do.
  If the customer has any questions or concerns, he should contact the warranty company.

• Initial Complaint

  Date:05/11/2023

  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.

  This is the appliance repair company assigned to our warranty for our washing machine. They have come out 3 times to fix our washer. Every time they come out, they can't fix the washer and they say they need new parts that take **** business days to order and be delivered. Every time they come out, they have a wrong part, or they ordered the wrong part. This has been going on since we filed the claim on March 14th. It is now April 27th. Every time they order a new part, they get the part, and then schedule a service appointment, and ALWAYS its a week AFTER they have the part, that it is their "earliest appointment time"Yesterday they were scheduled to come to fix the washer. They claimed they'd be there between ****pm. No call, no email, nothing. They never showed up. I called them at 5:30pm because I gave them a grace ****** of 30 minutes hoping they were late. The office was already closed for the day. This morning when I called... I had to call... they had not contacted me. They said that they needed another part ordered and it should be here by May 4th, "expedited". And THEY NEVER CALLED ME TO INFORM ME of any of this. Each time I call, it's a run around of needing parts and then scheduling a week out.

  Business Response

  Date: 05/11/2023

  According to our files the work order has been completed on 05/01/2023 to customer's satisfaction. Invoice has been signed. If customer still have problems with the ********************, customer needs to contact his extended warranty company Assurant Grp. 

• Initial Complaint

  Date:03/01/2023

  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.

  2/6/22- Active Appliance was sent to my home at 950am from my home warranty co (AHS) to service my dryer that had stopped working. The tech is on video inspecting the dryer for an hour & telling me that the motor and belt were burned out because its a 20 year old dryer.On 2/9 -AHS informed me that Active appliance had told them they were not able to to service my unit because it wasn't pulled out from under the counter & was inaccessible which is not true and we have on video/photos him accessing it pulled away from the wall which we did send to both companies and still was never acknowledged.2/21-Active Appliance sent a new person to my home who arrived at 8:15am. He was there for 15 minutes and left at 8:30am and spent the entire time simply taking pictures around the unit, inside the unit, and explained to me there was damage on the motherboard of the unit and on the front of the unit. 2/24 - I called AHS and was told Active Appliance was beyond the 48 hour cut off to send the report. 3/1- Still waiting on Active Appliance to send the report to AHS. When I called again was told that they would not send the report because they wanted to send a "senior technician" to see the dryer in 2 weeks which is unacceptable. We asked repeatedly for them to just send the report from the visit in 2/21 to AHS and they refused. Asked for a copy of the report to be sent to me or I could even pick it up in person and they refused. Since the dryer is so old and seems to have multiple things wrong with it due to its age we are hoping that AHS will approve us getting a new replacement. However, AHS cannot do anything until they have that report. We are stuck with a baby in the middle of Winter with no dryer for almost a month now with no end in site.

  Business Response

  Date: 03/17/2023

  The work order in question was sent to Active Appliances, Inc.  by *************************************** We are a third party provider. When an insurance company sends us to the customers home, we are required to diagnose the problem and then notify the insurance company about our findings.  We included pictures taken at the time of the appointment. The insurance company will then decide what to do next according to the customer's contract with the insurance company. Active Appliances, Inc. are not privy to the terms of the contract. It is the insurance companys prerogative to either authorize the repairs or deny them.
  In this case the brand of the appliance is very specific and not a common brand. It is also a very old unit. Active Appliances, Inc. had to find a servicer who specializes in such a brand. Unfortunately, he was only available on certain days. After the appointment was scheduled, the customer called on the appointment date to cancel.
  All reports have been given to the insurance company.

• Initial Complaint

  Date:02/01/2023

  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.

  I filed a claim with my home warranty about my refrigerator not working and they assigned Active Appliance to come repair it. They sent out a technician on Friday January 20th who said a part needed to be ordered for the refrigerator. It is now February 1. I've been without a refrigerator for almost a month. They will not schedule a time to come replace the part, cannot tell me when a part will arrive, and tell me they cannot schedule an appointment to replace the part until after the part arrives. They also do not allow you to speak with a manager regarding the issue.

  Business Response

  Date: 02/17/2023

  The completion date is scheduled for 2/21/2023. 

• Initial Complaint

  Date:10/21/2022

  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.

  This company came in to check on the status of my fridge and then scratched my hardwood floors. See attached for pictures. Seeking compensation for a month with no accountability. Total damages: $1465

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/28) */ Active Appliances, Inc. was in contact with the customer via private email.