Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/17/2024, AHS dispatched Pro Appliance Inc. to repair a leaking refrigerator. The refrigerator is leaking water and the leak is getting worse. Pro Appliance conducted a video inspection of the refrigerator and ordered a filter housing unit. The filter housing unit arrived on 1/5/2025 and Pro Appliance Inc has not responded to constant requests to repair the refrigerator. I have called several times and attempted to get a service call scheduled and they wont provide me with a date and time for installation. On 1/20/2025, I contacted the company and the owner (female voice) yelled at me and hung up the phone. She baited and harassed me by stating that I would wait. This process has been extremely frustrating and now I have to deal with water damage to my kitchen cabinets. I contacted *** and they refuse to change the service provider.

  Business response

  01/31/2025

  The part arrived on 1/06/25, and you were contacted on 01/09/25 to set an appointment for repair. We left you a message at 11:19 Am and you responded at 11:59 Am. An appointment was scheduled for repair on Monday 1/13/25. You had said that you needed a later appointment in the day as you are a teacher. We explained that we would try to accommodate that but there were no guarantees, as it is up to the customer to make themselves available, as per the contract you have with ********************. We also tried to find a solution for you by suggesting that a family member, friend, or neighbor could be there for the repair. The appointment we were ultimately able to get you in for was 1/13/25 from 9am-12pm. Your declined this appointment on 1/10/25 at 12:07 Pm. You did not contact us again to reschedule your appointment until 1/20/25. You called in on the Morning of the 20th and were told that we would have to give you a call back by the end of the day to set up the appointment, as it was a Monday and we were still working out our schedule for the week. You explained that you were off that day (Monday January 20th) and you would like to have someone out later that day. You were told then that would not be possible as the schedule was already full. Had we known that you wanted an appointment on this day we could have tried to make it work for you, but this information was not relayed. Calling on the same day gives us no time to accommodate you. You call us back at 2:30 pm on the 20th and were immediately aggressive on the phone, claiming that we had lied to you and said we were going to call you back but we never did. We tried to explain that we were going to call you back by the end of the day but you had not given us the chance to do that yet, it was only 2:30. You continuously cut off our office manager and raised your voice to the point of yelling. She asked you multiple times to please not speak to her in that way, as she is trying to help you but yelling at her over the phone was not going to accomplish anything. You stated that your were "not yelling, just talking", while continuing to yell and be disrespectful. You then asked for a supervisor as you were "not going to be spoken to like this by some girl". Our office manager explained to you that she was the office manager and there was no one else you would be speaking to at this point. You were warned that if you could not speak appropriately we would end the call and contact your warranty company for further instructions. You continued to yell, the call was ended, and we contacted the warranty company to let them know. The warranty company told us to return the parts and close the work order while apologizing for your behavior. Any and all events after this are the warranty company's doing. Should you have any further comments or complaints we advise you to reach out to them.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21. Tech was sent by American Home Shield to repair the washing machine which kept shutting off (and not turning back on). Tech arrived around dinner time and said it was the outlet that was malfunctioning. My tenants plugged others items (lamp) etc. into the outlet--with him present--and they were all working. Tech still said it was the outlet and that it must be loose etc. He left. When I arrived, I tested it with an outlet tester and confirmed the outlet was good.Pro Appliance would not go back out to finish the job b/c AHS closed the ticket. AHS would not reopen the ticket.I also replaced the outlet to be sure. Washer did the same thing again--would not turn back on.

  Business response

  09/05/2024

  ***************************, this issue was original diagnosed on 7/23 via video-call with your tenant. The video-call is mandated by your warranty company AHS, and has to be submitted to them for review before anything else can take place. You told us ahead of time that multiple other vendors had been out for this issue and you were dis-satisfied with their service. On the call, the technician saw that the outlet was loose and would need to be changed out by an electrician. On 7/25 we received a recall ticket from your warranty company, after speaking to you and the tenant and confirming that the outlet had been fixed, we asked that a picture of the model number (twice) be sent to us and provided the tenant with the text-line for it to be sent to, so that we could order the part needed. The model number was never sent through and the work order was auto-cancelled by the warranty company on 8/1 due to it being open for a week with no update/ diagnostic. We did not here from you again until 9/3, over a month later. When you called and left a message requesting a "call-back" (insinuating you wanted us back out at the property), our receptionist called you back and explained that the model information was never sent over, and that the work order was cancelled. She informed you that in order to move forward, we would need an open ticket from your warranty and a picture of the model number, as requested before. On 9/4 we received another message from you that you had talked to AHS and they re-opened the ticket, this was not true, in-fact they sent another cancellation request to us on the same day. We are only a middle-man and have to follow the procedures and guidelines provided by your home warranty program. We would advise that all other complaints and disputes over money be handled with them, as they are the one you paid and are a customer of them. Thank you.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The technician came out to diagnose the oven and the dryer to which they said the oven will need a cooling fan replacement. AHS is now saying that the service has been denied since the issue with my oven is preexisting which is not a true statement. This company is unreliable and deceitful. Now I have to take more time off from work to have another contractor come out and do the same exact diagnosis. They should refund my service call paid through American Home Shield ($100) plus time off from work ($400).

  Business response

  05/19/2022

  Business Response /* (1000, 10, 2022/04/28) */ We're sorry to hear that you are frustrated with this situation. We want to explain that the reason your claim was denied is because of the start date of your contract with your warranty company. You placed this work order on 3/18/22 and the start of your contract was 3/17/22, the previous day. Your warranty company does not allow for work to be done on work-orders placed within the first 30 days from the start of your contract. This is because it is highly unlikely that an issue would occur within the first 30 days unless it is pre-existing, and your warranty company does not cover any pre-existing issues. Given that you placed the work- order a day after the start of contract, we do believe these are pre-existing issues. However, even if we did not, there is nothing we can do about the claim being denied. We are a middle man. You would need to contact your warranty company, for any information regarding a refund, change of policy, or possible recall. We did not collect any money from you (the customer) directly, you paid a service fee to your warranty company. As far as paying you for your time off work, we do not feel that that is a fair resolution given the above situation. We came out to your home on the 3/25/22 and were there for roughly an hour. We do not see how this correlates to $400 of your time, nor how that makes us responsible for paying it back. It is known anytime that you schedule a service provider to come out to your home that they are not responsible for paying you to take off work. Why are we paying you for our time? We would like to recommend that in the future, you read contracts more carefully to avoid a situation like this, and we would like to re-iterate that this is not our company's (pro-appliance) policy that you are upset with. It is the policy of your warranty company. Please reach out to them for any further action regarding this work-order. Consumer Response /* (3000, 12, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pro Appliance is a fraudulent company and has no desire to render service. Even the claims from the business response are misleading and assumptions has absolutely no basis. My American Home Shield policy was purchased on 2/15/2022, the effective date was 3/16/2022 which means that my policy covers any issues beginning 3/16/2022. Hence, I placed the service call on 3/18/2022 and paid my service call fee for an issue that actually manifested on 3/16/2022. I am aware that American Home Shield does not service the first 30-days due to pre-existing issues that is why their website will not allow policyholders to request service within these 30 days. However, Pro Appliance is claiming that my oven issue is pre-existing which is a false statement unless they are residing in my house to maintain knowledge of the condition of my appliance which would be an invasion to my privacy. This wrongful assumption was after the fact that they came out to perform diagnosis on 3/25/2022 and the technician said that he will have the cooling fan ordered from American Home Shield and schedule the repair as appropriate. But that did not happen because Pro Appliance denied the service. I had to call American Home Shield again to have a 'second opinion' from another vendor. Fortunately, I got Gulf Appliance which valued me as a customer and facilitated the repairs satisfactorily. I earn a six-figure income so my time that was wasted amounted more than average and in this case that's what this con has costed me. Pro Appliance does not fulfill its obligation and it has the audacity to tell me to read my contracts? The nerve! This company even assumed that I am 'upset'! How would you know that unless you did something really stupid, wrong and unjustifiable? Do not assume my feelings, this is business, and you did not hold yourself accountable to your obligations. You do not operate as an honest business and I have reported you to the Federal Trade Commission for fraudulent business practices. Business Response /* (4000, 14, 2022/05/06) */ Hello again, we would like to reiterate that we follow the guidelines of your warranty company. We do this too remain in compliance with our contract with them. This complaint should be directed towards your warranty company. We do not have the ability to deny a work order. Someone from your warranty company looked at the start date and denied it. If you would like to call your warranty company, they can tell you the exact authorizer who did it, as they all have individual codes. We will not be providing that code here as it can be considered personal information. We are glad to hear that they decided to overturn this and that your oven is now fixed, and your service fee was used on the 2nd opinion. Sorry to assume that you were upset or disgruntled, but given that you put in a complaint, and are now calling us stupid, we believe it to be a fair assumption. Please contact your warranty company for any further action regarding this work order. We would appreciate if the BBB case manager working on this reviews the language used. We do not find it fair to be called deceitful, stupid, or fraudulent given that we are following the exact protocol of the warranty company. Thank you. Consumer Response /* (4200, 16, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business is just adding fuel to the fire calling me disgruntled. I did not really call them stupid. My exact statement was "This company even assumed that I am 'upset'! How would you know that unless you did something really stupid, wrong and unjustifiable?" Apparently you owned up to it. American Home Shield told me that Pro Appliance denied the service. So please take it up to them. I do not accept the business' insincere apology but would like to close this while all statements made stays on record to help other consumers avoid Pro Appliance and their dishonest service.

*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. ↩