Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business will not provide me with any documentation or invoices for all the parts ordered and repairs completed on the stove I spoke to ***** and asked for the information and was told he didn't know what I was talking about. I told him the tech ***** that was working on the stove informed me that I could request any documents I needed, referred to job #1. I wanted this information to provide to ******* regarding what has been done, parts ordered, and the number of times the technician was out to address the constant problems.

  Business response

  01/20/2025

  We are extremely disappointed and frustrated that our customer has had to experience numerous different problems with his Samsung Range. Throughout the numerous service calls performed on this unit, our technician has diligently contacted ******* and their highly trained agents have lead the troubleshooting effort to repair this unit. In fact, we performed another service call for his range today. Our technician contacted *******'s Technical Support Agent who utilized Visual Support to, once again, determine that the unit was operating to manufacturer's specifications. It is important to understand that our technician can only replace the parts ******* authorizes us to replace on In Warranty repairs. I have created a mock invoice (attached here and emailed to the customer) of the parts ******* authorized us to replace. One Stop Appliance Repair is only compensated for one visit per unit. Normally, the unit is repaired on the first (or second, if parts are ordered) visit to the customer's resident. We understand and share the customer's frustration that this unit required numerous visits. Thank you for your consideration.  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** came by *****. ******* fridge working fine but display camera not working. Tech diagnosed bad display and put it back together but forgot to attach a wire. See pic. Fridge not cooling thereafter and we woke up Thanksgiving morning with no fridge. Called another appliance co recommended by ******* and they diagosed bad fridge door wire and rear wire unplugged.Called ************************** and explained what happened. Bad diagnoses. Forgot to connect wire. Food melting Thanksgiving morning. They said no refund on the $115 service charge period.

  Business response

  12/16/2024

  We apologize for any inconvenience the customer has experienced with their refrigerator. Our records indicate that the unit was out of warranty and was flashing a 41E error. This is a miscommunication between the main printed circuit board and the family hub (display). This is usually caused by one of the following (in order of likelihood): a bad main ***, a bad SMPS module, a bad family hub (or display), bad wiring in the left door or bad wiring in the refrigerator cabinet (which is unrepairable).  The display and door typically cost over $400 and customers usually don't opt for the **********************, so we usually only bring the *** and SMPS on the first visit. In this particular case, the display wasn't even available from ******* at the time of triage. 

  Neither of the boards fixed the error code, so the technician quoted the price for the family hub (display). Upon attempting to order it, we received notification that the part was officially on Back Order. 

  We always strive to do everything possible to accommodate our customers. Every trip and diagnostic fee, labor cost and part receive a 90 Day Warranty unless under extraordinary circumstances that are relayed to the customer during the initial and subsequent visits (if required). If the customer noticed any different related symptoms after our service visit, we would have preferred an opportunity to diagnose it. If, as stated, something was left disconnected, we would have had an opportunity to figure out why and correct the technician to prevent similar issues in the future. Furthermore, we would not have charged the customer anything additional for a second trip. 

  Having reviewed the customer's statement, I will authorize a refund of $115 for the trip and diagnostic fee. A check will be issued and mailed out by the end of the business day. We wish the customer well and, again, apologize for the inconvenience.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with the handling of a warranty repair on our ******* refrigerator. After filing a warranty claim in October 2024, One Stop Appliance Repair was assigned to the case.On October 23rd, a technician arrived, diagnosed a leak in the radiator, and scheduled a replacement for October 28th. The technician did not show up on this date. After waiting half of a day. A call on October 29th, rescheduling for October 30th. Each visit required me to take a half-day off work, as the company only provided a service window from 1:00 p.m. to 5:00 p.m.On October 30th, the technician returned and completed the radiator replacement. After he left, my wife inspected the unit and found significant damage: solder splatter inside the fridge, on the freezer door, and a two-inch crack in the bottom door plastic. Additionally, three screws were left on the floor, and we were unsure of their origin. This damage is permanent and impacts both functionality and appearance.I promptly called One Stop Appliance Repair and left a voicemail, later speaking to a receptionist who stated that no supervisor or owner was available to address the issue. I requested a supervisor visit to review the damage, but my only option was to have the same technician return. During my call, I also reported a new leak from the ice maker, which I discovered pooling at the bottom of the refrigerator.Requests:Inspection by a Supervisor: I request that a supervisor (not the original technician) assess the damage caused.Repair of Ice Maker Leak: Address the new leak as soon as *************** Communication with Management: Provide contact information for a supervisor or owner for further escalation.This situation has been time-consuming and frustrating. I expect a prompt resolution.

  Business response

  11/21/2024

        Although our technicians try to ensure that they prevent any damage to the appliance while they are performing repairs, occasionally, there are residual effects of the repair. This was the case with the Sealed System repair on this customer's refrigerator. The ********************** required the technician to perform acetylene brazing on metal tubing in the refrigerator compartment. Unfortunately, the technician experienced torch sputter resulting in metal droplets spraying onto the plastic liner floor and freezer door. This is not done intentionally and we apologize that this happened during this repair. One Stop Appliance Repair purchased a freezer door and a ******* Liner Repair Kit (which is the only remedy, since the plastic liner is not replaceable.) The technician returned to the customer's home, replaced the door and covered the damage to the liner using the repair kit.

       The customer requested that we also purchase and replace the freezer door gasket and perform an additional repair on the liner floor. Since the customer was concerned about lost time at work, my technician agreed to service the unit on Saturday, November 16, 2024. Although he wasn't able to reach the customer when he called that morning to give them a time window for the repair or when he called to let them know he was headed to their home, he still drove to their home but, unfortunately, no one was home. Again, we apologize that our customer had to experience this unfortunate situation and have done what was possible to return the aesthetics of the unit to pre-repair condition. And of course, we did this at no expense to the customer. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One stop appliance is the technician appointed to fix my ******* refrigerator. I was told they are the only ones available for my area. They never came to fix my refrigerator and it's still under the manufacturer warranty.

  Business response

  08/13/2024

  We strive to make sure all of our service calls are completed as quickly as possible. Unfortunately, we can only service certain areas on specific days of the week to efficiently maximize our technicians' time throughout the week. We apologize if that causes any unintentional inconvenience for our customers. In this particular situation, we already had a technician scheduled to perform a service call this morning. He assessed the customer's complaint and ordered parts to ********************** the unit. We have scheduled a return date for Saturday to install the parts that were ordered. Hopefully, this will remedy the customer's issue with their unit. We value all of our customers and strive to ensure that their ********************** experience is as pleasant as possible. 

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with the service provided by One Stop Appliance Repair, which was contracted by ******* to repair our **. During the repair process, the technician used a power drill on the back of the *** causing it to break. Despite the fact that the ** was not even 8 months old, One Stop Appliance Repair has refused to take responsibility for the damage and is insisting that it was our somehow our fault. As a result, we are left with a broken $800 ** and no recourse for reimbursement or replacement. The technician claims that the ** was broken removing it from the mount, however we have video of him working on the ** and drilling on it. Why would he continue to work on a ** that he has deemed to be broken? He literally said to my husband, "well I broke it, you'll have to contact *******" and left in a hurry. Then he wrote in his report that we broke it, which is absolutely false.

  Business response

  05/02/2023

  As I explained to the customer, the unit Owner's Manual specifically states per ********* policy that the television must be in a serviceable position at the time of service. It is the customer's responsibility to unmount the *** However, because this sometimes can cause a hardship for customer, we volunteer to assist customer's when absolutely necessary. However, in these unusual circumstances, we are adamant that they sign a damage waiver which specifically holds this company blameless should any damage occur as the result of unmount. ************** signed the waiver. A picture has been attached. The technician, who has performed ***** television repairs per day, 5-6 days per week for over 6 years has never broken a panel, either working on or unmounting a television. He absolutely refutes that he admitted to damaging the television. His best guess is that the damage resulted from unmounting because the origin of the damage was exactly where the customer used his hand to support the ** during unmount. (Pic Added). I reviewed the Ring video and it somehow omits everything except the technician working on the panel. The technician, however, had no way to know that the panel was damaged until power was returned to the ** after the repair. It is unfortunate that this incident happened, however One Stop Appliance Repair is not responsible for damage caused by the customer during unmount. 

  Customer response

  05/02/2023

   
  Complaint: 20003908

  
  Thank you for your message. We reject your assertions that we are responsible for the damage caused to our ** during the repair service.

  Firstly, we did not agree to the appointment time; and should have been a day ahead. Instead, the technician sent a 15 minute warning text and no other notification of the appointment date and time. As such, we were both working from home and could not be present for the repair. Had the appointment been properly scheduled, we would have never agreed to a time when we could not be present and properly prepared. Additionally, the waiver you provided appears to be unlawful and was not explained to us, nor was a copy provided to us at any time.

  Moreover, the first time the technician mentioned anything about not covering third-party wall mounts was when he admitted to breaking the *** Nothing was intentionally omitted from the Ring recording, as it only records motion and not nonstop footage. In the video, it can be seen that I, ***********************, walk through the recording as he is working on it, face down with a drill, which activated the recording. Neither working face down nor using a drill on the ** is permissible according to user guides for any flatscreen ***

  We understand that the technician may be experienced, but that does not mean that he is infallible. We can attest that mistakes can happen, even to experienced professionals. I, ***********************, am an SVP of Operations with 12 years of experience, and I like any human, still make mistakes. Thank you for bringing the photograph of the ** to our attention. Upon further examination of the photo you provided, it appears that the damage is to the left side of the *** However, my husband was positioned on the right side of the ** during the unmounting process, which contradicts your claim that the damage was caused by our mishandling of the ** during the unmounting process.
  

  We respectfully request that you take responsibility for the damage caused to our ** and work with us to resolve this matter in a fair and equitable manner. Thank you for your attention to this matter.

  Sincerely,

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid $600 for One Stop to diagnose the problem with our fridge. They said it was a sealed system evaporator coil and compressor issue. The compressor was under warranty. The evaporator coils werent, but we said OK go ahead and fix it. After a couple more visits a tech who is qualified to work on sealed systems came on 4/20/2023 and cut into the sealed system line and created a fireball. He says that the refrigerant in there was R600 instead of R134, even though it was labeled as R134. R600 is flammable but R134 is not. He called ******* to tell them of the discrepancy, but they told him to stop working on the fridge. So One Stop left our house with the fridge unrepaired. Since the refrigerator has two compressors, we at least had freezer, icemaker and one fridge compartment working before, but now the whole fridge is dead. ******* refuses to replace the fridge, so we at least want our $600 back for the failed repair. One Stop, however, will not return our calls.

  Business response

  05/11/2023

  We apologize for any inconvenience this situation has caused. This situation was extremely rare and unexpected. Usually, it is the customer who decides not to proceed with a repair for cost reasons and the Sealed System diagnostic fee is non-refundable. However, in this case, it is the safety concern involving the possible mislabeling of the refrigerant on the unit. ******* insists that the unit is non-flamable R134A. My technicians, however, are concerned for the safety aspect of the repair, so we have no choice but to discontinue service. A check for the full refund has been mailed to ***************** 

  Customer response

  05/11/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is terrible. They initially were scheduled to come out 3 weeks ago, at that time the vendor called and asked what the issue was. Once explained he was "Confident" he knew what the issue was and stated there was no need for him to come but that he would order the part he was "confident" would fix the issue. He then came out and after stating the issue was resolved, we came to realize the issue was still occurring. We contacted him immediately and he stated he would come out and reevaluate the problem. We have now had to reschedule 3 x, taking off work each time, because they either did not show up or called and said they had to cancel. This is the worst service company ever!

  Business response

  04/27/2023

  We at One Stop Appliance Repair strive to remedy all unit malfunctions on the first visit. We are not reimbursed by ******* for any additional visits to the customer's home. We attempt to bring out as many parts as possible on the first customer visit. However, because of the fragility of television panels and the number of different models and sizes that ******* provides, we are unable to stock every panel for every television locally. Also, unfortunately, because of how fragile these parts are, they only ship by ground and can not be overnighted. Parts that ship by ground are more prone to shipping delays that are completely out of our control. Often, the tracking dates on these items are incorrect, especially when affected by weather experienced in the states where *******'s warehouses are. We understand the inconvenience this places on our customers and have made ******* and the shipping companies that they contract with aware of these issues. To accommodate this customer, one of our technicians has volunteered to perform a follow-up service this coming Saturday. We appreciate our customer's patience and hope to return their television to good working order or seek some type of remedy through the manufacturer.

  Customer response

  04/27/2023

   
  Complaint: 19985778
  
  I am rejecting this response because: the tech did not volunteer to come out this Saturday. They cancelled 2 appointments already that were scheduled for Tuesday and Wednesday. They are not doing us any favors after we have taken several days off work to accommodate their limited schedule. This company is awful and the past responses that elude to the same kind of issues with scheduling are very telling. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 6, 2023 service tech ***** came out and diagnosed the problem with my gas range. He said I needed a front left electrode, which would cost between $40 and $90 depending on the size needed. He would not know which size was needed until he took things apart, next visit. In the mean time he would order a couple different size parts and bring both. He also said that i need to have the regulator replaced for $75. He will order this part too then return on March 9,2023 to do the work. He no showed the appointment on March 9 and did not call. I called the office on March 10, 2023 to see what was going on. I spoke with the receptionist (who works from home) and told her that I had received a text and an email on the 10th that my ticket number had been cancelled. She checked things out and then told me that the appointment had been cancelled because the range was off warranty. I told her I was aware that the warranty had expired 3 years ago and in fact ***** and I discussed that before he left on the 6th of March. She apologized and said she would quickly intercept the parts so they would not be sent back to the manufacturer and she scheduled another appointment for March 14, 2023. I received a text on March 14th that said the tech is out sick but they have rescheduled an appointment the next day, March 15th for service. On March 15th a different tech arrived, *****. He had no parts with him to repair my range. He placed a call to the office to see what is going on and was given the information. He got off the phone and apologized with no explanation and another appointment was scheduled for March 20th. I asked for the name of the shop owner so I could call with my concerns and was told he wasn't comfortable giving the owners name out but then did give me his supervisors name to call. His name is also *****. I called that afternoon to leave a message for a return call. The next day I called again for a return call. It has been 5 days and still no response.

  Business response

  03/30/2023

  After talking with *********************, we agreed to refund her the diagnostic fee she paid. Thanks, in large part, to her input, we are implementing a system to better organize and improve our call center, as well as utilizing an existing product refresher to help our technicians better service their customers.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  brought microwave from ********** 3.12.22, delivered 4.12.22, kitchen reno not done, stayed in box until installed 4.26.22, installed 4.26.22, making rattling noise, took off wall, placed on counter top, still making rattling noise, took back to *********** told not responsible, need to contact maker ******* and was gave *********** (1800SAM-SUNG), appt 5.9.22, tech needed to order a part, another appt 5.11.22, different tech, stayed almost 2hrs, call his support team and stated the support team should contact me and he left for his next appt, no contact from anyone on Thursday 5.12.22 or Friday 5.13.22, I called *********** Monday 5.16.22 was told ticket closed, unclear why, microwave still makes rattling noise when stopped, made another appt for Wednesday 5.18.22, same tech from second appt arrived and explained to me that a video was sent to the support team and they are saying nothing wrong with the microwave it is performing within specs. tech gave me the ticket #********** and stayed he would not want a microwave making this noise and I should contact again to see what they can do. I called *********** again and explained this problem and was told the same thing, microwave is performing per "Specs" nothing they can do. I asked for a refund or new microwave, again was told nothing they can do working per "Specs". I have tried several time to resolve this, at this point a $357.70 refund is all I want with 30days. Purchased at ****** plus 8%tax or *****= $357.70, and they can come get their microwave when refund have been received and cashed. I did not buy a new microwave to have "specs" noises, I believe I am entitled to have a new microwave that does not rattle after microwave have stopped. I am not sure who is actually responsible since I brought the appliance at *********** they passed me off to ******** and they assigned One Stop Appliance to me? I would like my refund to purchase a microwave that does not make "spec" noises. Thanks.

  Business response

  03/08/2023

  We understand the customer's frustration about her microwave noise. Unfortunately, as per our contract with ******** One Stop technicians must abide by the recommendations of the ******* Technical Support team. ******* Technical Support determined that the unit was operating according to manufacturer's specifications, thus we were not authorized to install any additional parts for this unit. One Stop Appliance Repair is not responsible for refunding any monies that the customer paid to *********** nor do we have the ability to replace defective units. 

*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. ↩