ComplaintsforZen Appliance
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Complaint Details
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Initial Complaint
07/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Three weeks ago (7/6) they came out to figure out why my dishwasher was not draining water. Their tech identified the issue as a burned out pump and ordered the parts. Today (7/28) a different tech (*****) came out to install the parts. All he managed to do was completely kill the unit and snap off the ground pin in the outlet. When I reached out to the company they claim that the dishwasher was dead from the start because of an electrical issue. They can't explain why it wasn't that way when their first tech came out. This company is shady and unethical.Business response
08/15/2022
While fixing the customer's dishwasher tech needed to unplug the unit. As it was discovered later, the customer's power outlet under the sink was marked incorrectly. The technician, unbeknownst of the issue with the outlet, disconnected the garbage disposal instead of the dishwasher and proceeded to remove the unit while it was still plugged in. This resulted in the plug to the dishwasher being damaged. Technician tried to explain the issue to the customer, but the customer was not present and did not answer to technican's callis inside the house. After failing to find the customer in the house, the technician had to leave for his next job while ordering the new power plug for the customer's dishwasher.
Technician ordered an OEM part for the unit to fix the cord, and we informed the customer as soon as their parts were ordered. We also let the customer know that he needs to address the issue with the outlet itself so that this does not happen again.
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Thank you,
***** *******Initial Complaint
01/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed a claim through American home shield to get my microwave fixed. AHS then assigned Zen appliance to come to my house. On 1/10/22, Zen Appliance came to my home to fix my microwave that had lost all power. They replaced a fuse and power came back on to the microwave. Zen Appliance then put a cold cup of water in the microwave to ensure it would work properly however, the microwave caught on fire within 5 seconds of it being turned on. Zen appliance apologized and ensured that they would replace the microwave. Later that day I received an email invoice from them that states "ALL REPAIRS ARE COMPLETED TO CUSTOMER SATISFACTION NO DAMAGE IS DONE TO THE UNIT" which was not the case. Also on the signature line the technician just put a line through it. I have attempted to contact zen appliance and they stated there is nothing they can do even though they are the ones who damaged the unit beyond repair.Customer response
01/26/2022
When I looked up the company this is the address that came with it. Attached is the screenshot of the information I found.Business response
02/11/2022
Dear ******,
****** ******* is not our customer. She did not pay us for any services and we are not obligated to provide anything to her.
She is a customer with a warranty claim that probably had her claim denied and she is trying to vent at the messenger.
Please ask the customer for any proof of payment to our company for services that she says she received.
Other than that I'm not sure how to help.
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Thank you,
***** *******Customer response
02/11/2022
I am rejecting this response because:
As I stated in the original message I did go through American Home Shield. AHS contracted Zenn appliance to fix the microwave. Zenn replaced a fuse which caused the microwave to catch on fire. Since Zenn relaxed the fuses and they attempted to start the microwave THEY caught my microwave on fire. Since placing a BBB complaint Zenn called AHS to “drop” me as a customer so they wouldn’t be liable even though they caused the fire. Then they lied by stating no damage was done to the unit.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.