ComplaintsforFlamingo Appliance Service, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Maytag washer was getting out of balance badly so I contacted ******. They set an appointment with ********. Tech arrives and the just to show up fee was $149. To replace about $60-$80 bucks worth of springs in less than 5 minutes they charged $482.78. Obviously I could have just bought a new washer for that. But they get you either way. You either pay $149 for NOTHING or pay their outrageous price. Then they take your credit card and you get a text to sign. No receipt. No breakdown of charges. No information about their one year warranty on the part. For that absurd of a price I should at least get a break down of what I paid for what especially since the $149 went toward the fix. I just think its insane to put a person that Maytag booked you for in the position of paying $149 for NOTHING. Or pay basically the price of a new washer for a VERY SIMPLE AND QUICK fix. Price gouging at its finest. *** also be contacting ****** as they sent this rip off artist of a company to me. But I want a break down of what I paid for, a receipt, and the warranty information as I will likely be disputing this with my credit card company.

  Customer response

  08/23/2024

  Although my complaint was simply to get an invoice, receipt, anything that would show the breakdown of what I was charged, the company has offered a meager refund. They charged $329 for less than 5 minutes of labor and when I spoke with their representative she advised that their technicians set the rates. When I asked if the technicians are independent contractors she could not answer and advised me to send an email about my issue. I did. Its a bit lengthy of an email but the crux of the issue is that I was charged $329 for lets say a while 5 minutes worth of labor. That is the equivalent of $3,498.00 an hour. I dont know in what world that is reasonable and not unconscionable. They have offered a refund of $58.10, with no explanation of how they decided up that number. I am not happy with their response at all and am awaiting their response to the email they advised me to send, which I have attached. 

  Customer response

  08/23/2024

  Aside from the unconscionable $329 charge for approx 5 minutes and 30 seconds worth of work, I was told by both the Maytag service desk and the technician that the $149 fee (which according to Maytag service desk was to be $145) would go toward the cost of the repair. I dont see that anywhere on the attached.

  

  Business response

  08/26/2024

  We appreciate you bringing this matter to our attention.  Our records show that on Friday, 8/23/24, our claims department sent you an email providing you a breakdown of the charges and the warranty information related to your repair.  We are addressing your other concerns with you directly via email.  Thank you.   

  

  Business response

  08/26/2024

  Thank you for the opportunity to address your concerns.  Please note that we do have a non-refundable service/minimum labor fee of $149, which includes the technicians trip and diagnostic.  The cost of parts and labor to install parts is additional to the $149 fee.  If at the time of the visit, a customer does not choose to proceed with the repair, the customer would still be responsible to pay $149, for trip and diagnostic, and an estimate for the repair would be provided, including parts and labor. The total labor amount stated in the estimate (and invoice) includes the $149.  
  
  
  We do show that you did advise that you believed the suspension rods on your washer needed to be replaced. Based on the information you provided, the technician did order a suspension kit to bring with him at your initial appointment.  At the initial visit, our technicians are required to properly diagnose the appliance. Keep in mind that often times, a customer may think they need a specific part, but in fact a different part, or additional parts, may be needed to complete the repair.
  
  
  Based on work performed on your appliance, the technician charged $329 in total labor (this includes the $149, plus $180 in extra labor to install the suspensions).    Our labor rates are based off Whirlpools factory certified industry standards for pricing and not on an hourly basis.  All our technicians undergo excessive training and are Whirlpool certified.  Customer not only pay for the labor but also for the technicians knowledge, skill set and complexity of repair.   We are a Whirlpool preferred service provider, and your repair does have a 1-year warranty for parts and labor.   We are very transparent with our appliance repair cost and this information is provided on our website, Schedule Service - Flamingo Appliance Service.
  
  In order to ensure the highest level of customer satisfaction, we would like to offer you a credit of $58.10.  You did note in your initial that would likely be disputing the charge with your credit card company.  If you will be filing a dispute, we will not be able to provide you with the above-mentioned credit and will address the credit card dispute through its process. 

  

  Business response

  08/26/2024

  Thank you for the opportunity to address your concerns.  Please note that we do have a non-refundable service/minimum labor fee of $149, which includes the technicians trip and diagnostic.  The cost of parts and labor to install parts is additional to the $149 fee.  If at the time of the visit, a customer does not choose to proceed with the repair, the customer would still be responsible to pay $149, for trip and diagnostic, and an estimate for the repair would be provided, including parts and labor. The total labor amount stated in the estimate (and invoice) includes the $149.  
  
  
  We do show that you did advise that you believed the suspension rods on your washer needed to be replaced. Based on the information you provided, the technician did order a suspension kit to bring with him at your initial appointment.  At the initial visit, our technicians are required to properly diagnose the appliance. Keep in mind that often times, a customer may think they need a specific part, but in fact a different part, or additional parts, may be needed to complete the repair.
  
  
  Based on work performed on your appliance, the technician charged $329 in total labor (this includes the $149, plus $180 in extra labor to install the suspensions).    Our labor rates are based off Whirlpools factory certified industry standards for pricing and not on an hourly basis.  All our technicians undergo excessive training and are Whirlpool certified.  Customer not only pay for the labor but also for the technicians knowledge, skill set and complexity of repair.   We are a Whirlpool preferred service provider, and your repair does have a 1-year warranty for parts and labor.   We are very transparent with our appliance repair cost and this information is provided on our website, Schedule Service - Flamingo Appliance Service.
  
  In order to ensure the highest level of customer satisfaction, we would like to offer you a credit of $58.10.  You did note in your initial that would likely be disputing the charge with your credit card company.  If you will be filing a dispute, we will not be able to provide you with the above-mentioned credit and will address the credit card dispute through its process.
  

  Customer response

  08/26/2024

   
  Complaint: 22184496
  
  I am rejecting this response because:

  Both the Maytag service desk and the Flamingo technician made the same representation; the $149 fee would be
  "applied toward" the cost of the repair.
  Now, according to Flamingo, those representations were misrepresentations as Flamingo continues to represent that the fee at is "include[d in]" the cost of the repair, as labor.

  An offer to refund $58.10, however Flamingo calculated that without explanation, is not a solution.
  

  Because they did not apply the $149 fee toward the cost of the service, as was represented 2 separate times prior, and instead included it in as labor within the $329 labor charge, the charge remains unconscionable.

  No amount of skill needed to repair a washing machine justifies a $329 charge for 30 seconds of diagnosis (of an accurately clear pre-defined problem) and 5 minutes of labor (regardless of the 10 minutes spent retrieving the kit and a small drill from the truck and the at least 10 minutes sitting in the truck before leaving; to justify putting a half hour as time spent on the job on the invoice).
  

  That kind of labor charge for 5 minutes of work would amount to $3948 an hour, which is obviously absurd.

  The fact that the representative for Flamingo cannot understand that there is a difference between a fee being applied toward the cost of repair (meaning it would be subtracted) and include[d in] the cost of the repair is, as shown in the attached email exchanges, not something I can remedy.

  Only Flamingo can choose to honor the representations or continue to prove that those representations were in fact misrepresentations.

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

  Customer response

  08/26/2024

  Partial email communications with Flamingo in response to their initial email this a.m.

  Customer response

  08/26/2024

  Remaining email communications with Flamingo. 

  

  Business response

  08/28/2024

  Dear Customer,

  In order to not lose favor with you, we have offered you a one-time concession of $58.10 to offset the cost of the repair.  This gesture reflects our commitment to customer satisfaction and our desire to maintain a positive relationship with you. 
  

  We have communicated this resolution through email and in our response to your BBB complaint on 8/26/24. We kindly request a confirmation of our offer.

  Customer response

  08/28/2024

   
  Complaint: 22184496
  
  I am rejecting this response because:
  
  Flamingo continues to offer a meager amount off ($58.10) off a bill of over $480, with no explanation as to how they reached that dollar figure, when the diagnosis took less than 30 seconds (because I very adequately explained the problem and the solution) and then for 5 minutes or less of labor.

  Flamingonalso knows that the issue remains the representations/ misrepresentations their technician (and the Maytag service desk) made about the $149 fee. Since they are basically robbing consumers blind with unconscionable labor fees such as the $329 for the most minor of repairs, the least they could do is offer to refund the $149 fee that I was told twice would be applied toward the cost of the repair not inlcude[d in the cost of labor. 
  

  If Flamingo cant see fit to make this right, which would be quite easy to do, then they are just solidifying their reputation as a terrible greedy company that is just in the business of making consumers never, ever want to use them again and to take all measures possible to address this problem and also let others know not to use them and get robbed as well.

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

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been working with Flamingo to have my brand new washing machine serviced which has been down for over a month. The tech has been to my house working on it 3 times as we had to wait on the parts to come in. The 3rd and final time they came out- the tech told me the unit was fixed and I took his word for it. When I plugged the washing machine back in- it still doesnt work. Its frustrating that the tech wouldnt hook up the washing machine to make sure it was fixed before he left.

  

  Business response

  08/05/2024

  We are sorry to hear your appliance is malfunctioning.  As a consumer myself, I understand the frustration this can cause.  As we strive to complete repairs the first day, some repairs may take multiple visits due to the complexity of the malfunction your appliance is experiencing.  We show that you contacted us earlier today and scheduled an appointment for Wednesday, 8/7/24.   We look forward to completing your repair soon.  Thank you.  

  Customer response

  08/13/2024

   
  Complaint: 22089809
  
  I am rejecting this response because:

  the tech came out on the scheduled date, which made the 4th service call.  Everything worked fine for about 5 days and now Ive got a load of laundry locked in my washer. This is the second time the lid has locked down without being able to open it.

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

  

  Business response

  08/20/2024

  Thank you for your patience. We have confirmed that the technician has ordered parts based on the service history to have on hand at your next service visit.  The technician will consult with Whirlpool's engineering department to ensure a comprehensive solution on his next visit. Please contact us to schedule an appointment, ************.  You can also text us at ************.  We are committed to resolving the issue to your satisfaction.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our refrigerator broke on May 31st. I called kitchenaid as there was still warranty. They sent flamingo service on July 2nd. The guy had the serial number and model number but they sent a guy that couldnt fix it and called whirlpool for help. He stilll couldnt and said it needed an evaporator and control board. I paid the $149 service call. Then he came back on the 12th and charged us $662.83 and my husband said the evaporator was coveted and he said we had to call the office for a refund since my husband paid $662.83. Them within 5 minutes he says he ordered the wrong parts. At this point we have waited 2 weeks without a fridge and he said it would take another week. My husband ask for a refund and he said take it up with the office. My husband asked him to call his Supervisor but he said he couldnt. No one called us back even though we left messages until Monday and I explained I needed my chemo shots refrigerated and said I cant wait another week and also he charged us $177 plus tax for a part that was under warranty. I asked for a refund and as of today we dont have a refund.. they are scammers that should not be in business. Please help get my refund! They took our money and gave us nothing. No parts or service.

  

  Business response

  07/22/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.
  
  Our records show that your husband called on 7/16 and one of our representatives advised him that the refund request had been submitted for review and that someone from our office would be reaching out to you between ***** hours. One of our escalation supervisors tried calling you and left a voicemail on 7/17/24 with a secondary attempt on 7/18/24.
  
  We have confirmed with our ********************* that your refund in the amount of $662.83 has been processed.  The refund should reflect on your original payment method within 7-10 business days, depending on your financial institution.

   

   

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new Whirlpool fridge.Fridge is not freezing and temperature is way higher than expected.Contacted Flamingo ( thru Whirlpool warranty service ) in December 2023 ( today is June the 24th 2024).Flamingo came 7 times and changed:- temperature sensor - thermostat -ice machine -door gasket -control panel -compressor - filter Each time the employee came to our place to change a part of the fridge , it was getting worst and worst ( fridge and freezer not cooling at all now, fridge extremely loud...)We lost thousand dollars of food, got sick because of food poisoning .We watched the reviews of Flamingo and saw it was always the same pattern: very nice guy coming, changing multiple parts of the appliance until the warranty expires and nothing working at all. This company is clearly taking advantage of the final customer and taking advantage of Whirlpool.We are asking for a real technician to come and fix the fridge or to replace with a new one as it is still under warranty. 7 months without a fridge in ******* during summer time is unsustainable. We called Whirlpool after the last technician intervention and Flamingo failed to report the problems remaining and replaced parts to Whirlpool. Whirlpool had no history in their system of all the interventions. Extremely suspicious company.

  

  Business response

  07/09/2024

  Good Day,

  We are sorry to hear you are experiencing issues with your refrigerator.  As a consumer myself, I understand the frustration this can carry especially with an essential appliance.  It seem that there have been multiple issues the occured with your appliance.  Our technician has placed parts needed and will be servicing your appliance with our Field Service Supervisor.  The technician will also contact Whirlpools enginerring department to assure no further troubleshooting is needed.  It is suprising to hear that Whirlpool had no notes regarding your service.  They had your call dispatched to us which does provide Whrilpool with all history notes added to your service ticket.  Once all the parts have arrived, our team will be in contact with you to schedule your repair appointment.  I do also understand the time gaps between services may have occured due to this being your second home.  Please feel free to schedule an appointment for a date that you or someone over the age of 18 years old will be present during repair.  We hope to come to a resolution in the very near future.  

  Kindest Regards,

  Flamingo Appliance Service

  Customer response

  07/10/2024

   
  Complaint: 21891734
  
  I am rejecting this response because I already contacted Whirlpool 2 weeks ago and they replaced the fridge. You are not even aware of the replacement, 2 weeks after the action, and still trying to replace some parts....shame on you. You are not doing any follow up,  don't even know what's going on, don't care at all and don't understand what you are even doing. 

  Also, this is absolutely not our second home but our main residence and we are there 24h/7days at it is a horse farm.

  We will certainly never do business with Flamingo again and spread the world not to work with this company.

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently bought all brand new Whirlpool appliances for a remodeled rental home. The fridge, which is still under warranty, broke & was not cooling. We immediately called Whirlpool who confirmed it was under warranty so they send out a repair company called Flamingo Appliance Service. The tech was a few days out so we purchased a used fridge for our tenant. After the first attempt at a repair, we were told parts needed to be ordered & a SECOND appointment scheduled for a week later. After hours of a compressor rebuild, the fridge was still running hot. We called Flamingo to tell them & had to schedule a THIRD appointment to confirm it was not cooling. After this visit, it was said "Whirlpool sent us a bad compressor so we will need to order another one." Now, another week with no fridge & a FOURTH visit scheduled a week later. Yesterday, Flamingo came back out & spent hours rebuilding this compressor AGAIN and today, still not even a little colder. Called Whirlpool because we've endured FOUR attempts to repair a BRAND NEW **************** is working only to be told it is up to Flamingo to call them & tell them it is beyond repair for a replacement to be sent. Keep in mind, every time they come back out for a repair (with this 3 hour window) someone has to take off work... we are at 12 hours now of unpaid time off to be available for NO RESOLUTION! Today we realized Flamingo is not telling Whirlpool it is beyond repair so that they can keep coming back out to get paid over and over. Meanwhile we just want our NEW fridge working or replaced. Now we are up for a FIFTH visit just so Flamingo can "confirm" the fridge is warm and we still have to depend on THEM to tell Whirlpool it needs to be replaced which they won't do because they make money on all of these failed appointments. It is a scam. There is no real repair happening just hours and hours of them billing for "service." We need HELP! We just want the new fridge we bought to work for our tenant's family!

  

  Business response

  06/26/2024

  Thank you for bringing this matter to our attention. Your feedback is important to us,and we take it seriously.  Please note that some repairs may take multiple service visits/parts due to the complexity of the malfunction your appliance is experiencing.  Our technician contacted the manufacturers engineering department at your last service visit and was advised that they have submitted the matter for review.  The SR number has been provided to you to contact the Whirlpool directly for further assistance. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fatoilitis, a tech with Flamingo Appliance Service, came out to service an Amana dryer by Whirlpool; he was surly, rude, & dismissive to my wife when she asked him questions about the repair of the dryer; then, he just left & did not complete the job. He did not want to listen to the customer. It states on his business card that he is an 'Appliance Service Professional' but that is something of an overstatement; we in the future will not be utilizing this so-called 3rd party service provider of the ********************** which apparently does not vet is service people given the surfeit of complaints that have been lodged against Flamingo on the BBB.org website.

  

  Business response

  05/16/2024

  Dear *****************************,

  Receiving feedback such as yours is something we do not take lightly.  We strive to provide all our valued customers a high level of ********************** through our trained staff and certified technicians.  Your service request was dispatch to us regarding a broken or missing part - Peeling/Cosmetic for your dryer.  Upon the technicians assessment on 05/01, he observed a scratch on the back panel inside the unit.  Due to the location of the scratch and it being cosmetic vs a functional issue, that is not covered under your warranty and no additional service was needed.  He also commented you or your wife advised of a concern with the seam of the felt that is in the tub.  He advised that is the normal design of this type of model.  If you feel there were any functional issues that were not addressed properly, we kindly ask you provide us details of the functional issues your dryer is experiencing.  Please include any pictures or videos you may have of the defect.  We will take initiative to expedite the service repair.  As a company we pride ourselves on the quality of service we provide our customers.  We apologize if you feel your experience was not a positive one; that is never our intention.  We are looking forward to hearing from you soon to resolve the matter with your much needed dryer.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  factory warranty claim and Flamingo is the authorized provider for whirlpool. first appointment 4/17 - tech ordered parts, scheduled for 4/26 between 11 and 3 4/25 - email to confirm appointment 4/25 - text to confirm appointment 4/26 - get all call at 1:32pm stating the technician is sick and I need to reschedule for 5/2 5/1 - email to confirm appointment between 1 and 4pm 5/1 - text to confirm appointment 5/2 - get call at 2:07p stating the technician is sick and i need to reschedule for over a week away on 5/10 My fridge is not closing correctly and I have to keep a chair in front of it to close. I have taken 2 days off of work and rescheduled work travel to be home for this appointment, not to mention removing the food from my fridge twice.

  

  Business response

  05/09/2024

  Thank you for bringing this matter to our attention. One of Customer ********************** Supervisors has been working closely with you regarding your repair.  We do show that the LED light issue on your refrigerator was repaired on 5/6/24.  With respect to the issue with the door, parts were ordered and have been received and an appointment with a certified technician and his Field Service Supervisor has been scheduled for Monday, 5/20/24. We do apologize for any inconvenience you may have experienced. Thank you.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second service call placed by Whirlpool to the company they utilize for appliance repair's (Flamimgo Appliances). On the day of service and after the technician came to my home for the exact same problem, he then stated that the service call is not covered by Whirlpool and I would be responsible for the cost. This appliance is still under the one year manufacturer warranty, with extended warranty purchased. I did exactly what was required from the first service call(dryer vent clean) and the technician is still saying its my vent and wrote it up to Whirlpool as if I was negligent in getting it done from a March 23 or 28th date of his first finding.How you come and afterwards tell the consumer they are responsible for the service call fee but no mention of this prior to when the appointment was confirm nor was it mention when asked to produce a receipt of the dryer vent cleaning.

  

  Business response

  04/24/2024

  Thank you for bringing this matter to our attention.  Our records show that on 3/25 the technician conducted a vent flow test and found that the long dry time is a result of poor airflow due to the dryer vent needing cleaning.  When the technician returned on 4/22/24, you did provide a receipt that your vents had been cleaned. The technician again conducted a vent flow test and found that the dryer itself had good airflow with the vent detached, but medium-poor air flow with the vent attached. The technician then suggested to have the vents cleaned again and/or inspected for efficiency. 
  
  Whirlpool warranty will not cover the technician's visit of 4/22/24 because the technician did not find that any issues with the dryer itself. The technician did contact Whirlpool directly to obtain a concession to cover the cost of the visit, unfortunately, they denied it. As a result, you do owe $149.00 for the 4/22/24 visit. You can call Whirlpool directly at ************ to explore your options.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Doors were ordered by the company, and they were told to not order/delivery the doors as the appliance in question had been replaced by *********** The doors were delivered anyway, the company told me they could not cancel the order. The doors were delivered and placed in front of the only exit to my home, blocking me in until I could get someone to move them. The company told me they would pick up the doors in a few days. The company did not pick up the doors. I have asked them for a month now to pick up these big doors, still in their original boxes, and they tell me repeatedly "We will have them picked up tomorrow" or 'We will pick them up Monday". The doors are still sitting here. My community will charge me at least 100 dollars to remove these boxes, and they need to be removed because they are starting to attract rats, bugs and have been exposed to rain and weather for weeks. The company advised me at one point to dispose of the doors - I cannot carry the doors, I have no one to take the doors, and these doors are a health and safety hazard. I just want them to pick up the doors as they said they would.

  Customer response

  04/19/2024

  Attached are copies of only some of the e-mails exchanged. I also have called them about this. 

  Customer response

  04/22/2024

  A customer ********************** person called me this morning and said they were calling regarding this complaint. Thank you so much - the boxes have been picked up!

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bad enough the tech didn't properly diagnose the first time he went out on 3/13/24 and charged me over $400 that he went out second time when issue still happening 3/19/24 and determined the real problem again over $500 and to be accidentally charged twice made them aware on 3/29/24 of the double charge error have called and emailed and here we are 4/8/24 and I still dont have my refund I'm furious about this

  

  Business response

  04/09/2024

  Thank you for bringing this matter to our attention. Our records show that the refund has been processed on 4/8/24. It can take between ***** hours for you to be able to see it in your account depending on your bank.
  We apologize for any inconvenience this may have caused.
  
  Flamingo Appliance 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. ↩