ComplaintsforBest Service Company Appliance Repair

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 04/24/2024:This company wrongfully charged me $140 and didn't fix my appliance after two trips to my residence to fix a broken 6 month old Maytag washer under warranty. After the first trip I was told "it's a bubbles issue and I'm using bad soap ******* ********)." Ok, I followed instruction and it didn't fix the issue of standing water in my washer. They came back today and I showed them videos, but the technician claims the unit is functioning properly. However, it's not functioning properly as there's sitting water after the washer completes white cycles. Looking at reviews, this appears to be a common practice for Best Service Company. Please help put an end to this fraudulent business practice. Thank *****************

  

  Business response

  04/15/2024

  This consumer scheduled a service visit through Maytag/Whirlpool and requested service for their 6-month-old clothes washer which they reported was leaking water from the bottom, and not draining the water out of the tub at the end of the cycle.  Our tech arrived and ran the unit through its diagnostic routine. He retrieved an Error Code of F0E2 which tells us there was an oversudsing issue.  Oversudsing is caused by either using a poor quality detergent, not using an HE (high efficiency)detergent as advised in the user guide,  or the use of too much detergent.   When major sudsing occurs, it will cause the pump to cavitate and is unable to drain the water.  The suds will migrate out of an air vent tube on the tub and collect underneath the washer which explained the water which they saw underneath.   There were no other error codes.  Our tech ran the washer through its cycles and the unit operate properly.  We advised the customer of the sudsing issue and recommended a different brand of detergent,and also recommend he run the clean cycle, something he was unaware existing on his machine.  

  Since there was no defect in the washer, he was charged for the visit since the warranty only covers defects in the appliance.  He was warned of the possibility of charges if no defect was found by both ******/Whirlpool during the time of scheduling, and by our customer ********************** agent when we contacted him prior to our visit to confirm his details.   Our tech spent 50 minutes in the home and the consumer was charged our minimum service visit of $149.

  Six days later the consumer contacted us again reporting that even though he had changed detergents the washer once again did not drain properly.  Note: During this conversation the consumer was very disrespectful to our customer ********************** agents. 

  We sent our tech back to the home to reinspect, and diagnostics showed no errors.  When our tech ran the unit through its cycles, it worked as designed.  The consumer showed us a video he had taken,and the video reflected that only a few pieces of clothing were being washed which most likely made the washer go out of balance.  As designed, the washer would have shut itself down to avoid severe shaking and possible damage.   After re-inspecting components we came to the conclusion again that the washer is working as designed.   

  The consumer became very irritated with our tech calling him an incompetent idiot and asked him to leave his home.   He has been placed on our do not servicelist for his unacceptable behavior.  We will not be refunding his $149 service fee unless Maytag/Whirlpool makes a special concession on his behalf and chooses to give him an exception to their warranty.  

  Customer response

  04/15/2024

    
  Complaint: 21567275
  
  I am rejecting this response because the washer still doesn't drain, as I discussed with the tech.  The tech was at my home for 10 minutes during the second visit and didn't cycle the machine.   Please check the yelp review for this business.  There are 69 reviews that have 1 star and several with similar situations to me.  I may not be a washer technician, but I've never had clothes this wet in any washer after a cycle.  For this company to say the product is working properly, when it's not,  is flat out wrong, a lie,  and they know it.  You've been using the wrong soap that'll be $140.  Strange, my last 15 year Maytag worked fine with any soap, and this new one is says "Commercial Grade" on the side, but somehow can't handle ******* ******** Soap.  Give me a break.  I searched the soap issue on the internet and no one else seems to be having this problem.  I've seen a broken water pump come up as a possible solution to my problem, or a blocked filter, but that wasn't even considered.  If you bought a brand new washer would you accept that the clothes were dripping wet?  They are charging people for a trip charge and doing nothing. (Read the reviews).  I've notified Whirpool and they have a case filed as well.  I can send you a full video of my washer not working.  It's larger than the 8MB limit on your site.  

  This company is fraudulent and there is no doubt.  I should have a report from a legitimate appliance company coming out this week that I'd be happy to provide as well.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best Service Company Appliance Repair does not run a reputable establishment. During the visit they recommended replacing my entire dishwasher and then quoted me a price for a part that was not even the problem. Included in this report is the part that was quoted for repair by Best (w11416362) vs. the part that was actually used to fix the dishwasher (w11414076). I was promised an $80 fee for the diagnostic, but was charged $85; however after learning that Best was attempting to fix an incorrect part on my dishwasher, I want a complete refund for the $85. They came to my home, tried to get me to purchase an entire new dishwasher and then quoted me for the wrong part. Any future customer should be aware of this **********************'s habit to overcharge the agreed upon price and offer repairs that won't actually fix the issue.

  

  Business response

  09/18/2023

  This customer has provided inaccurate information regarding the repair.  From the initial contact with us we were very communicative about our charges, the service process, and the expectation for the service experience.  After arriving and diagnosing the issue and giving the customer a quote to complete the **********************,  the customer then claimed she told us she had a service contract when she spoke to us on the phone.  This was not true and we provided her the recording of the phone call.  She then wanted us to wait until she "called and got approval for us to bill her contract provider" and we told her we do not bill other companies for our services.  We asked her to pay for our minimum service charge as she was quoted on the phone and she refused.   She made it very clear to the technician she would not be paying for our service even though she later said she was prepared to pay.  Regarding the comments about an alleged misdiagnosis, we quoted to replace the pump and motor ASSEMBLY p# W11416362 which is correct for this appliance.  The part # the customer said another ********************** replaced is only the wash motor for this appliance.  By replacing the entire pump assembly we are replacing not only the washer motor, but the drain pump, the diverter valve, and the pump base with hoses,  which is a more complete repair.  Experience tells us that by replacing the entire assembly, it prevents the high possibility of failure of one of these other components in the near future.. ************ than $40 additional dollars.  I offered to reduce the minimum service fee owed to one-half as a gesture of good will.  I'm sorry that this customer felt that was not adequate even though this difficult situation was created by them.     

  Customer response

  09/21/2023

   
  Complaint: 20597365
  
  I am rejecting this response because:

  Again, I was quoted $80, but the company charged me $85 and admitted to ordering a part that was more expensive than what was needed to complete the required repair.  The company is trying to paint me in a negative light, without taking responsibility for what they did on their part to deny the customer the ability to say no to a more expensive part and pay the agreed upon rate, rather than a higher amount arbitrarily assigned by billing.  Best Service Company Appliance Repair is using unethical measures to get as much money as possible from customers (charging more than agreed upon rate, ordering more expensive parts) and not taking responsibility as a company to respond to this specific complaint, rather they paint customer's who do not comply in a negative light.  Because of this unethical manner of quoting me for a job, I expect a full refund for the service call, which resulted in no actual service.

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7, 2022 the company came out to service our Whirlpool Washer. We were told two parts would need to be ordered in order for our washer to be operational. We agreed to that and were told the parts would be up to two weeks out. After two weeks and no contact from the company we called and were told the parts were back ordered. We continued to call for over a month until we were told to call Whirlpool to escalate the issue by an employee of Best Service. Whirlpool escalated the issue and after 11 days no resolution was reached so we requested a refund for the washer. After a couple of days ********* reached out to us to let us know the refund had been denied because Best Service Company said that both parts had been received on September 1, 2022. A call was placed to Best Service on September 14, 2022 where we were told that only one part had been received and it could take up to another week to receive the second part. It is going on three months without a washer. Doing our own research we have found both parts and could have received via overnight shipping in July or August. We have spent up to $200 a week going to the laundry mat waiting for this issue to be resolved. We have senior animals and two children that have to have various clean items to continue to be healthy. We are unsure on how to proceed further to correct this issue.

  

  Business response

  09/16/2022

  This customer owns a Whirlpool washing machine that is still under its first year warranty with Whirlpool, so Whirlpool dispatched us out to repair the unit at no charge to the customer. We were at this customer's house on 7/7/22 and had to order two parts which were on factory backorder with the manufacturer, Whirlpool. When warranty parts are on factory backorder, we order the parts directly with Whirlpool and they try to escalate the parts to us. This can take up to 30 days if not longer, but there is no set timeline due to the pandemic and supply shortages. We have no control or power over getting warranty parts that are on factory backorder, we are at the complete mercy of Whirlpool to supply us the parts.

  The customer did call us one week after our visit on 7/15 and we explained this factory backorder process to them and how it can take at least up to 30 days. The customer called us a second time for a parts update on 7/25 and we had not received an update from Whirlpool yet. They called us again on 8/5, but still no update from Whirlpool.

  The customer called us a 4th time on 8/15 and since it had now been over 30 days since the parts had been ordered with Whirlpool, we suggested to the customer they call Whirlpool directly because often times, when the customer calls Whirlpool directly, they will offer the customer an exchange or extend their warranty or even give the customer some cash back for the inconvenience of waiting. Whatever Whirlpool decides to do for the customer is between Whirlpool and their customer, we have no say or influence on what happens.

  After hearing no updates from Whirlpool, on 8/24 we reached out to Whirlpool to see if there was an ETA yet for the two parts and they said an order was just placed on 8/23 but tracking was not uploaded yet but should be shipping soon. On 8/31 we received notification from Whirlpool that one part had shipped, it arrived on 9/1. We received a second notification on 9/9 that the second part had shipped but tracking was not active yet. The customer called us a 5th time on 9/14 telling us they wouldn't exchange the washing machine for them because they had already shipped the parts out. We received the second part yesterday on 9/15 and currently have this customer on schedule for Tuesday to install the two parts. 

  Customer's issue are with the manufacturer Whirlpool, not with us. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best Service Company is an agent of Lowes for warranty work on appliances. Lowes gave me an appointment with Best that included a four-hour window to repair my dishwasher. I took off time from productive work for this four-hour window. The day before the appointment, Best called me to say they don't follow Lowes' instructions for appointments that include the four-hour window. Instead, they call late in the day on the day before the appointment to give a two-hour window for sometime during THE ENTIRE DAY! Who can do that? I asked the person on the phone to keep the appointment and she was rude to me, so she transferred me to a supervisor. I asked the supervisor to keep the appointment Lowes gave me, and he was extremely rude and interrupted me constantly. He gave some self-serving excuse that they schedule appointments based on geography, as if that is my problem. I asked if Lowes knew he was lying to them and to me about the appointment times, and he said he refused to do business with me and hung up. I paid Lowes for my dishwasher and for my dishwasher warranty. Best Service Company has a contract with Lowes to provide services under certain terms, including keeping appointment windows. Best Service Company is lying to Lowes about keeping these required appointments, which in turn means Best Service Company lied to me. Because of this lie, I lost time and money. I need Best Service Company to reimburse me for the money I lost for having changed my schedule. The amount is $100.00.

  

  Business response

  06/15/2022

  This consumer is under the false impression that if he is abusive enough to our agents, he will get his way.  If our scheduling process, which works very well for 98% of our customers, does not meet his needs, he should simply look for another service option rather than being belligerent.  We advised him there are several service companies in the ****** area that provide service for Lowes contracts and directed him to contact them and request a different servicer.   We have chosen not to provide any service for him in the future for any appliance he may own.  There will be no "reimbursement" as the customer has requested. 

  Customer response

  06/15/2022

   
  Complaint: 17419353
  
  I am rejecting this response because:

  The respondent from Best Service Company lied in his response. He is a rude, pushy, condescending man who constantly interrupted me until I raised my voice to ask him to stop. He lied again by calling me abusive when all I did was request the appointment I was promised.  He's used to abusing people who ask for the appointment they were promised and he jumped right into his abusive manner when I held my ground. 

  The next lie is that he did not respond to the main problem he created. He has a contract with Lowes to provide services in a four-hour window. Lowes sets the appointments and promises this four-hour window. He lies to Lowes and lies to the customer by having no intention of fulfilling this four-hour window. This creates a conflict with the customer that is completely unexpected and unprofessional. 

  I also assume he is lying by saying that lying to all of his Lowes customers and pushing them into an appointment they did not request is fine with "98%" of them. 

  I was a victim of this man's lies and I expect his company to reimburse me for the productive time I lost. 

  Sincerely, 

  
  *************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was put on a "do not service" list and refused future service because I apparently left a bad review with Whirlpool. I don't remember leaving the bad review, but I am not surprised I did that considering I had a bad experience with a service technician that didn't know how to repair a problem and claimed that my fridge was working "as intended". He was rude and fought me, telling me that I was wrong and he knows better. I had to create a new service request and specifically request a new technician. The second technician solved the problem in just a few minutes. He even told me that the first technician is known for being rude. I thought that was the end of it. However, I just tried to get my dishwasher serviced and was called by the company and told that they will not be coming. Not now, not ever. I thought it was retaliation by the first technician, but a manager informed me that it was due to a bad review I submitted to Whirlpool. Instead of the company trying to do better, they chose to cut me off. The resolution I am looking for is to remove me from the "do not service" list. Leaving an honest review of bad service should not be grounds for refusal of service in the future.

  

  Business response

  03/18/2022

  In October 2020 this consumer battled with two different techs of ours about the operation of his refrigerators door water dispenser.  The dispenser was working as designed and this consumer would not accept this and chose instead to be abusive to both techs.  His comment about the second tech repairing the unit is not accurate since there was nothing to repair.   In July 2021 the compressor on this same refrigerator failed.  A new compressor was ordered and when received this consumer scheduled an appointment to have it repaired.  The night before this 3 hour repair appointment the customer canceled the ********************** which left a huge gap in our schedule.   When we contacted the consumer to discuss he said this is your problem not mine.    We will not be providing service for this customer base on this uncooperative and disrespectful attitude.  The six-year-old dishwasher he is requesting service for now is not under any warranty so he may call any appliance repair company in ****** he wishes.

  Customer response

  03/18/2022

   
  Complaint: 16905933
  
  I am rejecting this response because:

  The company's response is wildly inaccurate. This company is trying to disparage me as a customer instead of being accountable for their bad business practices. I am thankful this complaint will be part of the public record for all to see. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business was called out by the general manager at ********** to repaid our refrigerator that was under a warranty. When it was delivered by ********** the handles where not tightened on a $3500.00 kitchen Aid so they where loose and ready to fall off. We where never told by ********** or Best Service that this was not covered. Then the technician wanted to charge us $112.00 for this of course we where not happy about this and where never told about it to start with. So we told them they would need to call ********** about this. Keep in mind me being the consumer thought this was covered. We also had bought a extended warranty for additional 5 years. So the tech left and and when the lady called me from Best Service she was very rude did not understand where I was coming from and if she would have just listed to me I would have called ********** about the problem and had them reimburse me for the charge. THEN they also put me on a do NOT SERVIVE at this address.. THEY HAVE A CONTRACT WITH LOWES ********** AND KITCHEN AID AND HAVE REFUSED TO GET THIS RESOLVED WITH US. I CALLED TODAY AND TALKED TO THE BOOK KEEPER OFFERED TO PAY THE $112.00 AND THEY STILL REFUSED TO CLEAR THIS UP... DO NOT USE THIS COMPANY THEY REALLY DO NOT CARE. IM ALSO GOING TO CONTRACT LOWES & ********** AND KITCHEN AID ABOUT THIS. THEY SHOULD NOT BEING USING THIS COMPANY.

  

  Business response

  01/11/2022

  We attempted to contact this customer before our visit to discuss the ********************** request but she did not answer her phone, and the voicemail box was full so we could not leave a message.  The service request we received was "upper right door broken".  When we arrived we found it was only a loose handle.  Had the customer answered her phone or left us the ability to leave a message this would have been discussed prior to arrival.   The door handle does not come installed on the product and is installed in the consumer's home at time of delivery.   The handle being loose reflects it was not properly tightened at time of install.  This is considered an "installation caused failure" and is not covered under the manufacturer's warranty as stated on page 35 of their owners use & care guide.  The use and care guide also specifically shows on page 14 how too install and tighten the door handle so had she read her use & care guide she could have done this herself.  We explained this to the homeowner during time of service and she refused to pay for the service.  It wasn't until she needed service on another appliance several months later that she was told she was on our "do not service" list due to her not paying her previous ****.  Our notes in her file do not reflect that she offered to pay,  and instead said reflect that she would complain to her dealer and the manufacturer, and she would give us a bad review on social media.   I believe she would not be offering to pay now unless she needed our service.   Based on that she will remain on our do not service list.  Refusing service in the future is the only real leverage we have for people who refuse to pay their ****.             

  Customer response

  01/12/2022

   
  Complaint: 16447964
  
  I am rejecting this response because: The appointment was made by the General manager at ********** not myself so they should have given them my cell phone number and a good email. All that information come from the ********** they have a Contract with. And if they where not able to get in touch with me they should have called ********** for more information. to confirm the appointment and the problem.  If they where at all customer focused for the big $112.00 they would have said lets see what we can do and with this being a New $3500.00 refrigerator I'm sure the store would have taken care of it. they did the delivery and the install not me.......         
  
  Sincerely,
  
  ***** Az

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