ComplaintsforHome-Tech

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called them on the 10th of June. I called the company and they took down the model number so they can get the parts. They showed a half hour late. The guy was in my condo for 90 seconds. I said can you fix it, he said he had no parts. He asked for my credit card and I asked are you really charging me this much, you did nothing. I talked to **** and he could not care less. I talked to ***** Fargo and said you are getting screwed and dispute the amount. **************** talked to **** and would charge me 30 dollars but that never happened. I spoke to *****, he did not get back to me. These people are taking money on the run. I have to pay the full $179.00, versus what **** at Home Tech (www.home-tech.com) told *********** credit card dispute ***** which would only be a portion of that. ($30.00) But they snuck in the additional $150., right before my credit card closing date. On an hourly basis, they get like over $10,000.00 an hour, pulling this stunt to others as well, every 90 seconds. They had the model # prior to coming out, they could've told me they couldn't done anything, than come out and charge me the $179.00. I'm disabled, and I have limited funds. I think they focus on guys like me and the elderly, in this area.

  

  Business response

  07/31/2024

  ************,
  You called Home-Tech on 6/10 to schedule service for your washing machine due to it stopping mid-cycle, and not spinning completely. During this recorded phone call, you were informed that there would be a $179 service call charge to get a skilled technician to your door and diagnose the problem with your washing machine. You were also told before scheduling service that the service call charge only covers the first 30 minutes of diagnostic time and that parts and labor would be additional.
  
  Our company does not provide free diagnostics. I am sorry that you feel the cost is high but you were informed of these charges and agreed to them before scheduling your service call.
  
  In this complaint,you stated that **** had spoken to **************** and agreed to charge you $30.This is untrue. No one from our company has spoken with ***** Fargo regarding our service call charge or agreed to lower the service call charge to $30.
  
  ************, there are expenses that our company must pay to get a skilled Technician to your door.Gas, insurance, vehicle maintenance, and the Technician's time cost money. Our service call covers those expenses.
  
  We also do not stock our trucks with every part for every type and brand of appliance.Realistically, this is impossible to do. Our trucks are stocked with commonly used and standard parts, but most parts must be ordered. Providing a serial number before your ********************** call does us no good. The technician needs to diagnose the issue before a part gets ordered. 
  
  Unfortunately, your washer is over 24 years old and the part needed to repair this machine is no longer available.
  If you have additional questions, please contact **** at ************. He will be happy to assist you. 

  Customer response

  07/31/2024

   
  Complaint: 22060592
  
  I am rejecting this response because:    They did absolutely no 'diagnostics', just gave me a bill for showing up.     

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

  

  Business response

  08/02/2024

  ************,

  Our Technician did in fact diagnose the issue with your washer. Our notes from the tech on your invoice state the following.

  Invoice: 1263208

  Tech #****

  Maytag Washer - No Spin

  "Upon arrival listened to customer explain what was going on.  Found transmission seizing up. Unit is 24 yrs old. Condemning unit."

  You were also given a copy of this invoice.

  Our service call charges were clearly explained to you prior to scheduling service. Our service call is $179. This covers for the first 30 minutes for diagnostics. After that, you are responsible for parts and labor. The unit was condemned due to age so parts and labor did not apply. You were charged for a service you received. 

  If you still have concerns or questions, please reach out to **** at ************. 

  Customer response

  08/02/2024

   
  Complaint: 22060592
  
  I am rejecting this response because:   It was spinning prior to them coming out, I said it was just acting strangely and making weird noises, I had done a load of wash just a few days prior to them coming out.   It'd go through most of the cycle, them stop.   

  I don't want a refund, I want the company's books audited to find out how often they play these stunts.   These guys are shysters, and they know it, this it costing them alot more than $179., due to loss of goodwill in the community.   I don't trust these ppl after this event.   They'd rather make enemies than repeat future customers.   I pretty much just want to be left alone, I just don't trust ppl anymore.
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/23/2024 the technician balanced the laundry machine and said that was the reason for the loud noise. He told me that their work would be under warranty for three months. The problem continued. I finally called the company on 6/19/2024 since I was out of town for a few weeks and also had health issues. They told me the warranty is void after a month. And insisted that the fine print on the invoice says that. I went by what the technician told me. They wanted to charge me again for a service call on something they hadnt been able to rectify. I asked for a total refund of $179. And they refused to give me my money back. I need them to refund me. I am on disability with limited income.

  

  Business response

  06/19/2024

  I have reviewed this customer file regarding the ********************** call we provided for your washer on 4/23/24.
  
  The warranty for this service call expired on 5/23/24.

  Today is 6/19/24. Almost 4 weeks past the warranty deadline. 

  The warranty period for our $179 service call is 30 days from the invoice date. This is clearly stated on the back of the invoice she received and signed at the time of service. 
  
  It reads:
  SERVICE AND PRODUCT WARRANTIES
  
  2.) 30-Day Warranty - Home-Tech will warranty service call and labor for 30 days from invoice date.
  

  Our Technician would not have told her she had a 90 day warranty on her service call. 

  Call notes:
  4+ YR OLD WHIRLPOOL ** NOT DRAINING -- NOISY IN SPIN CYCLE & NOT STABLE - WALKS AROUND **
  
  Notes on file from Tech about the service provided on 4/23/24:
  "Concern for washer shaking and noisy. Inspected underneath. No oil. Looks clean. Feet very unbalanced. Ran cycle with towels. Completed quick wash with no issue."
  
  

  Customer response

  06/20/2024

   
  Complaint: 21872872
  
  I am rejecting this response because the technician who was here told me that the warranty was 90 days. I relied on the info he gave me. Who can even read the fine print? Thanks for helping me get my money back. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/20/2024

  Our Technician would not have told *************************** that she had a 90 day warranty for her service call fee. *************************** received the warranty terms in writing at the time of her service on 4/23/24. We can not refund the service call fee for the services that we we provided simply because she "says" that is what she was told. We have a written legal document that is given to every customer after **********************, clearly stating the terms and conditions for our warranty policy. Our $179 service call covers the expense to get our technician to the door, and provides 15 minutes of diagnostic time. If *************************** had called during the warranty time frame, we would have sent a tech back to her home, to rediagnose. Unfortunately she waited a month past the warranty expiration date (60 days past the original service date) to notify us that she was have issues with her washer. We are sorry that ******* feels that no one reads fine print on contracts, and that our terms and conditions are not readable on the back of her invoice. This is our policy and we stand by the written document she was provided. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beginning over six months ago, Home-Tech over-billed me about $2K and, despite constant promises, have not refunded any (the issue began around $850, then grew with changes in items delivered & returned.) They frequently promise refund (again last week), but change their minds based on excuses. Their key player has been ******************************* (Appliance Sales Manager *****************).That is the short summary, they made the whole story quite complicated as part of their smokescreen. Here is a ****** story:The amounts and timing are complex, as are their list of excuses, but the total issue is simple. They over-billed me and made no attempt to refund any of it. Full Story:Home-tech gave me a proposal totaling$5,813.84 I rejected one refrigerator for around $ ******* so they were to deliver $4,968.84 They delivered the reduced order and charged my credit card for the full $5,813.84.And they did not send me any actual invoice.Only after months seeking an actual invoice did ************ was overcharged.******************** resisted my request for an invoice, saying he, himself, lacked the records.While all this was going on, the matter became confused by three other issues:1) I ordered and received a refrigerator for my garage again, no invoice, but a proposal of ****** and credit card charge of ****** 2) Up until last week there was no question surrounding this item.But ******************** now says this charge and proposal are not linked He says the charge was a different matter.Again, there was never any invoice to me of the other matter But I am currently willing to accept these changed facts.3) home-tech appeared unable to install the Microwave.- Either they really could not or really did not try - Either way, they agreed to take that item back and credit it,So, at that point our refund due was the original$ ****** Plus the Microwave $1,027.00 $1,872.00 And, after many pushes I received this email from ********************. "I am putting in your refund to accounting today of $1968.12 and next week we will pick up the microwave in the garage. Thank you and sorry about the headache."It, of course, never came.Last week their billing department promised to mail me the $1,027.00 for the microwave. I said I would accept. I do not expect that to happen.

  

  Business response

  07/05/2023

  **********************, a Home-Tech Service Agreement Member, ordered an appliance package from us on 1/4/23.
  
  This package contained a range, microwave, dishwasher,washer, dryer, and refrigerator and was paid for in full in the amount of $5,813.84 at the time it was ordered.
  
  ********************** also has a Gold Service Agreement that covers his air conditioning and appliance repairs. He has had this coverage from Home-Tech for 8 years. This Service Agreement was scheduled for renewal on 12/10/23. The renewal amount was $805.82. This amount was paid for by credit card on 1/3/23. This amount was not associated with the appliance package charges. ********************** received his renewal notice in the mail for this amount sometime in November.
  The range, microwave, dishwasher, and refrigerator were delivered on 1/18/23. The dryer, which was the final piece to this order, was delivered on 2/17/23.
  
  ********************** recently contacted Home-Tech requesting a refund for the microwave and refrigerator. He spoke with ***********************, our Member Services Manager because the original salesperson that sold this package is no longer with our company. *********************** was unaware of the details of this order and explained that he would need to do some research to find out exactly what happened to ensure ********************** would receive a refund if he was entitled to one.
  After visiting Mr. ********** home, *** found that all of the appliances ordered had been delivered and were being used except for the microwave. The microwave was still in the original box and located in the garage. The refrigerator was being used as a garage refrigerator.
  
  *** spoke with ********************** and told him he would receive a refund for the microwave, in the amount of $1,068.20, after it was picked up.Our delivery staff picked up the Microwave on 5/31/23.   
  
   A check in the amount agreed to above has been issued and mailed the first week of July.  

  Customer response

  07/06/2023

   
  Complaint: 20273255
  
  I am rejecting this response because:
  

  whoever wrote this response has many of his facts wrong, but it is not worth my time to correct each as this smokescreen of disconnected and incorrect facts that matches their behavior all along.  I will note that they say *** offered me around $2K, when I have his email very explicitly offering me just under $2K.  I will point out that the original order delivered to e did NOT contain a refrigerator.  There had been on the proposal, but I rejected that and so it was not delivered.  I will point out that it is now July and as this narrator acknowledges, the issue has been in negotiation since January.

  Mostly, I do not know who this narrator is.  *** was very explicit in writing that he somehow lost all the records on my case and finally, after trying to resolve it without his records, He had to come to my house and list the items and their serial numbers.  That is when he found that although his records showed we had returned the microwave it was still in my garage waiting to be picked up.  Because of ***'s constant confusion over what had happened and what he was promising to do, I asked the business to have the *** call me so that we could resolve this without any negative reviews.  This was promised, but like all their promises it never happened.

  There are 2 really important parts of this story.

  1) I asked for the refund, I did nto ask for another promise.  The narrator only offers another promise, not an actual refund.

  2) Home-tech charged my credit card for a renewal of their annual contract without notifying me or getting my permission.  I would have given permission, but I was not asked.

  3) this narrator's story is rambling and confusing as well as inaccurate.  That is the essence of my basic complaint.  HT just adds more inaccuracies that need to be explained or corrected, making it confusing. 

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

  

  Business response

  07/14/2023

  ********************, Home-Techs Member Appliance Centers Manager,spoke with ********************** by telephone on July 12, 2023, to clear up the confusion and to discuss some of the inaccuracies in his complaint.
  
  ********************** now understands and agrees that the credit card charge on 1/3/23 in the amount of $805.82 was not associated with the appliance package purchase, and indeed for his Service Agreement renewal that had expired on 12/10/23. This charge was done online by ********************** or his wife. His credit card was not automatically charged by our company. Home-Tech does not have authorization nor the ability to collect payments in this manner.Credit card payments must be authorized by the cardholder prior to running the card.
  
  ********************** also agrees to the terms of his refund for the microwave in the amount of $1,068.20. He is aware that he will not be receiving a refund for the refrigerator that he is in possession of and has been using in his garage.
  
  ******************** also explained that the refund check was mailed the first week of July, and may be slightly delayed due to an out-of-state address given for the refund to be sent to. ********************** is aware of this.
  
  We apologize for any confusion, and also for the length of time it took to resolve this matter. There were many details that needed to be researched. This was further complicated by the fact that the person who was directly involved in this transaction is no longer employed by our company.
  
  We thank ********************** for his understanding and acceptance of the final resolution. 

  Customer response

  07/15/2023

   
  Complaint: 20273255
  
  I am rejecting this response because despite their string of promises to BBB and to me, they have in fact not u issued a refund, and do nto appear likely to.

   

  ******************** has in act called me regularly -- in fat every morning, to repeat that the check was mailed in early July.  I regularly inform him:

  1) that I have not received it.

  2) that the ******* *********** emails me every day with copies of letters reeved by them in my name or my address.   I have on hand every day's email and have carefully review the posts since 7/1/23 and there is no sign of any letter from Home-tech. Clearly, as it i snow 7/15, Home tech never mailed me anything on July 1st.

  To be clear, if that post office received the letter in the last week (i.e., after 7/10) it would have been forwarded to me and I might not have it in hand as of today, HOWEVER, it would have still shown up on the ******* post office "Daily Digest."  the sequence would be A) ******* **** receives it; B) they photocopy it and email me the image; C) they forward the physical mail to *************; D) the ************* *********** receives it, E) he ************* *********** photocopies it and emails me the image; F) The ************* *********** delivers it to my address. 

  This system works very well, I have used it for over 10 years, and they never lost a mail item.

  I can send you copies of those **** "Daily Digests," but it seems a lot of work to "Prove" they have not sent the check, just as they never sent the ones which they had already promised in the last 6 months.
  

  (Also, I would normally expect the refund to my credit card, since that is the service that they used to overcharge me.  Their statement that they cannot refund by credit card simply seems like a fishy excuse.)

  My request was to actually receive the refund as cash in hand.   A series of promises that are not supported by any evidence is of no use to me.:
  

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

  Customer response

  07/19/2023

  I have received another promise of the refund.

   

  this was an email date 7/14 that acknowledges that they had NOT sent the check they told us had been sent in early July.

   

  she said that this time they really WOUD send the refund.

   

  I am still waiting on thatrefund.

   

   

   

  U have still 

  

  Business response

  07/20/2023

  Home-Tech only has one address on file for **********************. That address is his ******* address.

  *****************.

   

  Unfortunately, the refund check was returned to our office on July 11^th because it was addressed incorrectly. It was addressed to **** Albatross Rd by mistake.

  See attached envelope for proof of the original mail date and the check that shows the address.

   

  It was remailed on July 11^th to the **** Albatross Rd address.

   

  ********************** was contacted by *********************** by phone on July 13^th to notify him of the mailing issue. *** reassured him that a check was remailed the same day it was returned to **.

   

  We ask that ********************** please be patient, as mail can take up to 3-7 business days for first-class mail.

  I am sure it takes a bit longer when it is redirected to another state.

   

  We also ask that ********************** please stop posting inaccurate information that is damaging to our business. We are doing our best to get him his refund.

   

  Thank you kindly.

  Customer response

  07/20/2023

   
  Complaint: 20273255
  
  I am rejecting this response because it publicly states that my facts were incorrect, when all my facts were correct, and the steam of Home-tech responses shows how confused they are over their own actions.

  Also, it asked me to be patient over mail delays, after 6 months of false promises regarding mail that Home-tech never sent.

  However, I have received and deposited the refund check, so other than asking Home-tech to stop lying about their actions and mine, I have nothing else to ask for.

  I will also point out that the check arrived in an envelope postmarked few days ago, when the ck date was much, much earlier as was the promise that it was sent.

  HOWEVER, THE CHECK HAS FINALY ARRIVED AND WAS DEPOSITED!
  

  Sincerely,
  

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

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We ordered a new Cafe Range (Model CHS90XM2NS5) at the price of $4,161 on November 5, 2021. The unit arrived and was installed March 17, 2022. The unit ordered and paid for included a warming drawer under the oven. The warming drawer has settings to keep cooked foods warm and control the humidity so foods don't dry out. I have attached the GE spec sheet from Home-Tech showing the range model we ordered included a warming drawer. I don't know what occurred between when we ordered the range and the four months it took to get it but the unit we received was different than what we paid for (no waring drawer). I do notice the warming drawer isn't listed anymore but it WAS when we bought our range. When I first brought this to our salesperson's attention he checked with his supervisor and his supervisor said "warming drawers and storage drawers are the same thing". Well that's hogwash. I sent them a description of the Cafe warming drawer (multiple heat and humidity controls) along with the spec sheet (showing it included a warming drawer from when we purchased it. It is pretty sad when management just makes up things to blow a customer off. I had multiple conversations on the phone and emails with our sales representative (we have no complaint with the sales representative) describing and discussing the issue. Our last email requested a $600 price adjustment, estimated warming drawer value, because our range didn't have what it was sold with - a warming drawer. Our feeling was at least make a financial adjustment for the lack of the warming drawer. Our sales representative checked with management and was told they will pick the range without the warming drawer up tomorrow, charge a 20% restocking fee ($832) and order a Cafe range with a warming drawer. Well, that is a bullying move - making it financially unwise to get what we first ordered. Our request for help is what our last proposal was, give us a discount for what we did not receive.

  

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/23) */ After taking some time to look into this situation with the appliance store staff and review email communications, it appears the customer had a range up north that they wanted to purchase for their residence down here. We were informed by GE that that model had been discontinued and the GE rep recommended the CHS90XM2NS5 model as the closest replacement, which is what was purchased. The originally requested range did not have a warming drawer, nor does the one GE recommended. Our rep sent the model number to the customer, who looked it up online and landed on a third party website instead of the official GE website, which is where he received outdated information for the model of range in question. The site had a spec sheet from 2019, which lists the warming drawer as a feature. GE has updated the specs of that model and it now contains a few different features, when compared to what the customer would have seen by going to another third-party site. It looks like there are many major retailers with outdated information for this model including AJ Madison, Home Depot, Lowes, and Best Buy, for example. The information on the GE website, however, is accurate (attached). Naturally, we are not responsible for content on third-party sites like those. But confusion could have been avoided had we sent a link to the GE website instead of just a model number. While the range was sold for $400 to $900 less than the local competition, we do understand that this has been a frustrating experience. GE changed some major features of the range but did not change the model number, leading to outdated information on other major retailer websites. We would like to offer $200 off a future purchase or service agreement renewal to help make up for the trouble. Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept a $200 credit off the price paid for the range - not a future purchase. Business Response /* (4000, 9, 2022/03/25) */ The appliance was already sold for far less than could be purchased at other major retailers. We cannot lower the price any further. But the $200 off can be used with future purchases.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a new washer and warranty from Home Tech. They have been at our at least six times for repairs. Asked them to replace the washer. Their temporary repairs last some times last less a day. Most of the senior employees have left and they are struggling to get qualified techs.

  

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/11/09) */ I've been advised that we will be swapping out the machine. Please let us know if you have any other questions or concerns! Consumer Response /* (2000, 7, 2021/11/09) */ Once I told them they agreed to replace the appliance. we can close the case Thank you

*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. ↩