Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Builders Source sold me a Asko washer and dryer 5 months ago. First dryer defective upon installation and new one orderd. New one sat at Builders Source and only delivered after I complained. Washer side panel defective and vibrates. 3rd appt from ****** and unable to fix. Builders Source won't even reply and that includes m I salesperson and manager. Main office would not reply. Milestone who is in charge of **** will also not reply I'm an older woman. Old and woman are key words in my complaint of elder abuse Take the old lady's money and s**** her is what I have gleaned from this experience.Milestone Plus One Solutions is mot responding to my defective appliances. If I try to contact Asko I am forwarded to Milestone. Nobody but Nobody wants to even bother with you since they already have your money.

  Business Response

  Date: 06/18/2024

  We have contacted ************************* and advised that a replacement washer unit has been set up by Milestone (ASKO distributor) to be shipped to Builders Source as of 6/17/24.  Milestone had already shipped a replacement dryer to Builders Source based upon an online chat session customer had with ASKO Customer Support on 5/23 advising of a problem with her dryer unit which had already been repaired.  ****************** has been provided my direct contact information and can contact me with any further questions if needed.

  Customer Answer

  Date: 06/18/2024

   
  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

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are constantly calling from all different phone numbers.

  Business Response

  Date: 03/15/2024

  We have searched our database using *******************************, then searching for phone number **************, and finally scanning to find email ********************** and cannot find a record with any of the listed contact information in any of our systems. Unfortunately, the customer's Desired Settlement states "No further contact by the business". 

  We have no record of this customer or any attempt to reach them from PlusOne Solutions, Inc. Also, per the Customer's Desired Settlement, we did not feel comfortable reaching out to get more information to research the complaint so that action could be taken, assuming the actions stated are truly from our company. 

  To better respond to this complaint, we will need to know if the Customer is a servicing company, and if so, for what service, or a consumer and owner of a ********* ****** or ASKO appliance, and if they have had a service issue related to the appliance so we can research. 

  If the Customer is not a service company, or a consumer of one of the above appliance brands, then possibly the complaint is not for PlusOne Solutions, Inc. based on *******, *******. 

  We will wait for a response to investigate further. 

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

• Initial Complaint

  Date:07/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a Bertazzoni REF36X refrigerator. After six months of operation the fridge began to have frost issues in February. We made our first service call at the beginning of March. It is now July and our fridge is still frosting after three visits. The main issue I have is with Bertazzoni USA’s customer service. After our second visit the tec informed us we needed a part that was on back order. I called Bertazzoni USA and here’s where the real nightmare begins. The first series of calls I was informed different dates on the back ordered part- the earliest being 5 days later. So I waited a week and called back- the part was now on back order indefinitely. I then attempted to file an irreparable form as the part needed was unavailable. Bertazzoni reviewed the request and denied, claiming against their field technician’s opinion that the fridge could be fixed with a different part. Repair was scheduled, we waited and the fan was replaced. The technician was not confident that would fix the issue. We plugged the fridge back in and waited. It frosted again, so I called Bertazzoni USA again. They refiled the request to replace the fridge, but I would once again have to wait through a process. Every time I called Bertazzoni USA I was given contradictory information on my job. I’ve been told at least ten times I’d receive a call back and never received a call back. There’s no accountability, and Bertazzoni has designed a process to slow a customer down every step of the way with what seems to be a never ending process. The amount of time and stress dealing with this system, and being told that I need to wait for a never ending process. I’ve tried to contact anyone at Bertazzoni USA and it is impossible to get in touch with anyone with the ability to help. The amount of time they’ve delayed is a clear pattern, and I think they are hoping to delay enough to get the back ordered part and avoid replacing. I wait without a working fridge going on six months.

  Business Response

  Date: 07/18/2023

  Please note - the telephone number provided was incorrect and it took some research to locate this record. 

  The unit in question below was submitted to EMC for an RMA (return merchandise authorization) under job ************** on July 7, 2023. This process requires an approval by EMC and PlusOne is no longer part of the process once it moves to this stage.

  The customer has confirmed he spoke with EMC and this matter has been addressed.

  We trust this summary is accurate but please do not hesitate to contact us if furthr issues arise. 

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal submission of a product liability and defect claim regarding an appliance that was received defective and unsuccessfully repaired by your authorized dealer on various calls. Outlined below is the timeline of events. We would also like to bring to your attention the poor customer service we have received from your US domiciled reps/warranty division. Owning a product of this caliber should have superior customer service backing and it is extremely disappointing to us the level of service we experienced. Building appliances were ordered during construction of our single-family residence located at **** ********* ***** ******** ** *****. All necessary appliances were installed during the appropriate construction phase to allow for proper installation and testing as per California State License Board regulations once utilities were properly functioning. Your approved ********** local installation contractor, ******* ** ********* *** ******* performed the product installation. They were called out to our home for installation and repairs when the received product was unboxed and inspected. Upon inspection it was determined to have a broken door and additionally noted to have a potentially bent frame. Although the broken door and safety glass were replaced, due to the bent frame the door never properly aligned for safe handling and use of the manufactured product. Subsequent service calls were replaced upon certificate of occupancy on December 2, 2019 after we were able to move into the home and use the ********** product, as intended. Your product defected multiple times, continually blowing fuses. As recommended by your ********** authorized repair facility they had serviced this appliance various times and suggested ********** entirely replace the respective unit as they had exhausted all efforts to properly repair the faulty parts. (Continued in attachment)

  Business Response

  Date: 03/16/2023

  We believe this matter was addressed under a different BBB complaint. The original email from BBB did come in 2/24/23, but it came from a different BBB email address than normal and looked different. This was explained by a system change within BBB.

  The summary, and this was communicated to the customer in March 2022, is that no further concessions would be made due to the length of time the unit has been out of the warranty period.

  The unit was both serviced for broken glass in October 2019 and then received a goodwill service, including parts replacement, a year after the warranty expired. The National Service Manager was also sent this case for review and determined that due to the warranty period expiring, nothing further would be done. 

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This refrigerator matter has been ongoing since it was installed on July 29, 2021. I have called & emailed both the store who sold the fridge********************************************** & (Plus One Solutions Headquarters Address: *****************************************-*********), regarding the issues for over a year & nothing has been officially resolved for all parties including myself. I have taken 3 days off for service calls resulting in nothing & an additional 2 days off for the original install of fridge. I have spoken with several people @********* on several occasions. It has been said that********* is not responsible for any of the matters, which is very confusing to me since they initiated the 3 service calls that resulted in me taking 3 days off for which they never showed up. As a consumer, I am truly @ a loss with this situation. We paid 6k for a fridge & I have lost 5 days of work due to unresolved issues & having to take more time off to figure this out seems unreasonable. I have 2 little Kids & work fulltime. I would have never thought this would be the end result for such a situation. While this may not be covered under an express warranty, it is under Massachusetts' "implied warranty law". Having not shown up for 3 service calls is not a reasonable expectation for the consumer, especially given the pursuant monetary loss that resulted. I look forward to coming to an agreement with the matter @ hand with this company. Additionally, just to reiterate, I would like to add that three failed repairs and 2 days for installation have taken place leaving us with a refrigerator that's not working efficiently. We have lived with a malfunctioning refrigerator for over a year now. I have emails and videos from when this all started. I also have documentation from all the phone calls & emails with*********. ******** has offered to do an even exchange & I am not accepting this offer due to the fact they have failed to show up 3 time which is unreasonable

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/25) */ Contact Name and Title: Michelle L****** - EVP Contact Phone: 407-359-5929 Contact Email: ************************************* We have contacted the complainant and explained what caused the unfortunate delays in this process. She has been advised to send in the tag once it is received and we will work with ******** to mail her the promised compensation. We confirmed she is pleased with this resolution and consider the matter closed. If there is anything further, she is encouraged to contact us directly. Consumer Response /* (3000, 7, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been in direct contact with this company and would like this case to remain open until the refund has been issued. I am sending in this letter today, through certified mail. I had to go back and forth multiple times with the company bc they were not refunding the entire companion unit.I understand the company wants me to reach out to them directly, which I have but I would like to only close the case once they come through with the refund. To whom it may concern, After speaking with Ayub on 10/25/22 and thereafter, Please find attached the serial tags from both the left and right refrigerators - companion unit - in our home, thereby voiding the warranty moving forward. This information has been said to come from the National Service Manager. *********************************************** The serial tags will release the payment from Service Job/Authorization ID # *************** In the total amount of $4,398. This comprises $2,199 x 2. Per Ayub the phone call from 11/1/22 Thank you, ***************************************************** Business Response /* (4000, 9, 2022/11/09) */ The customer is correct, payment is still pending and we will update the ticket once payment has been sent. The requested service tags were received on Monday November 7, 2022, and we've created the release form which will sent today via e-sign. Once we receive the signed release back, the check will be mailed.

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Bertazzoni oven has had several issues. Appliance Service station has been fantastic and I fully believe they have done what they can to fix my oven. They have now reached the point of suggesting I receive a new replacement machine. Plus One Solutions, you, has proceeded in an extremely shady manner since that time. Haley, the manager at appliance service station has sent over all the necessary documentation, and been extremely professional and kind to me. She spoke to someone with your company, after I called and explained and made it clear what I had been told, and requested that Bertazzoni call Haley and figure things out. Today, I spoke to one of the worst customer service reps I have ever encountered. It is 4pm PST on 10/10/20. They refused to give me their name though I asked numerous times. They told me that it had been documented by the Plus One Team after speaking with Haley, that Appliance Service Station would not return to my home. This is entirely incorrect, and just to verify I have called Haley again and confirmed she never made ANY comment remotely close EXCEPT that she explained there was nothing further they could do on THAT device THUS the request for a new one. WOW was this man I just spoke to wildly unprofessional. He even yelled at me at one point which is when I hung up. Abysmal.

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/21) */ the customer's range was installed on 12/10/2020. A local service provider, Appliance Service Station, was sent a dispatch on 6/9/2022 with the complaint that the range was releasing gas and that when lighting the broiler, the range lights and that thermostat was reading incorrect temperatures. The service company was out and found that the front left burner was not sparking. All other burners were working properly. The tech also noted that the cooling fan was making an unusual sound. The technician returned on 6/17 and replaced the spark module and the cooling fa. On testing the range after the repair, the range was tested as working properly. On August 5, 2022, the customer requested service again indicating that the bake and broil burners were not lighting. The same service company was dispatched again. On arrival, the tech found that the customer had a spill over when using the surface burners. The cause of this service request was the result of customer misuse and would not have been covered under warranty. However, as a goodwill, Bertazzoni opted to proceed with service. The spill over shorted out components used to light the oven bake and broil burners. Parts were ordered, the tech returned on 8/30 and replaced the spark module and the T Zero. The range was tested afterwards and found to be working as designed. The next service call was run directly by Appliance Service Station, since the customer contacted them directly. The complaint was the oven was now making a noise. The tech replaced the oven bottom panel and explained that the sound was normal due to the metal bottom panel expanding and contracting as it heated and cooled. With the customer going outside of the warranty channel, this would not be viewed as a covered warranty. Notes on service history indicate that the customer told Bertazzoni warranty that the service provider indicated to her that the range should be replaced. On contacting Appliance service Station, their notes were supplied and there is no indication that the service company made this comment to the customer. The customer then called in with the complaint of the oven making noise when in use. In following up with Appliance Service Station, they indicated that the range was working properly. They have not refused to go back out, nor were they requested to. A different service company was sent a dispatch on 10/7/2022, so that a different company could diagnose any issues with the range. This service company, ************* called the customer on 10/8 to schedule the service call to come an inspect the range and diagnose any issues. On speaking with the service company on the status, ************ has indicated that to date the customer has not returned their call to schedule service. ************ will continue to call the customer to schedule the call to diagnose the range. At this point, service will need to be run, which Bertazzoni is willing to do.

• Initial Complaint

  Date:09/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The inside glass of my oven shattered. The oven wasn't on and hadn't been used that day. I have waited since April to have this repaired and still the company has no resolution. It was not only a huge safety issue I have not had a working oven since.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/27) */ There was a delay in locating a service provider that would travel to the customers location. A service provider was located and the job dispatched to them on September 19th. Parts were also pre-ordered to ship to the service provider that same day. The parts did ship on September 20th with delivery scheduled for September 26th by******* A follow up call was made to the service provider to verify the parts were received. When the service company responded no, the parts were not received, The*******site was checked and it was found that*******changed the delivery to September 27th. The service provider, Electronic & Appliance Repair, has waited to contact the customer to schedule the call pending the arrival of the parts. Once he confirms arrival of the parts, the call will be scheduled. Also, a member of the service team has called the customer to provide an update. The customer did not answer the call with the result that a message was left for the customer to call back. The service team is again calling the customer today to provide her with an update. Consumer Response /* (3000, 12, 2022/10/17) */ The company has changed my repair company again. I'm on maybe the 12th repair company. Still no repairs have been made and no company has even contacted me regarding fixing it. I call B********* multiple times a week and they have no one to come out and fix this. It is not resolved. Business Response /* (4000, 14, 2022/11/01) */ Unfortunately, Ms******** service request has been assigned to multiple service companies. Three service companies that job was assigned to no longer service the San Anselmo area. Two other companies declined service due to no availability. After speaking with one of the companies that declined due to availability, they did agree to run the service call. This service company has already been in touch with Ms ****** on 10/25 and confirmed that they have the service ticket and that the parts were ordered to ship directly to her. Once Ms ****** receives the part shipments, she was asked to contact the service provider to schedule the call. The parts are coming from two different warehouses. One part shipment has already been delivered to Ms ****** on 10/26. The other order is in process of being shipped and it is anticipated that the part will deliver next week.

• Initial Complaint

  Date:05/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Bertazzoni appliances (including warranty) in August 2020 - they were not delivered until appx Oct 2020. Started having issues with the stove and took the following actions: - Feb 28,2021 - Emailed customer service the following: "My range appears to be having some paint, or other sealant that is bubbling up at the bottom of the inside of my oven, and we're starting to notice some of the taste in the food we're cooking in it. I've included a picture below for reference. Moreover, the oven generally has trouble staying on - while preheating I'll sometimes have to come back to turn it on 2-3 times and am constantly checking to make sure it is actually on. Can we please have someone come out to take a look as soon as possible?" With pictures. Rep came March 23,2021 - Did not find issue with gas turning on, did not bring bottom part for oven, claimed it was 'no note of this' - Aug 25,2021 - Second vist for both issues above - again, neither were resolved, claiming that the bottom part was being waited for by Bertazonni and they will call us. Regarding oven not working - telling us 'that is just how the oven is' is NOT a sufficient fix for an expensive appliance. Sorry! NO CONTACT. Then Partner's father died, my mother was in hospital. Tired of oven still not turning on properly and it kills me the bottom is not fixed - for NO REASON. I'd like this addressed before the warranty is up, this is unacceptable. Ive just called again, escalated, and waiting on repair. I have SO many videos of the stove not working properly as well, and will be insanely frustrated if I am told it works again. I'd like this addressed immediately. Bertazzoni <> Plus One <> Appliance Repair Heroes <> Shame on all of you. Videos of oven not turning on: https://www.dropbox.com/sh/i1mgelsmb9t3wfc/AAA8_Bp65cRUWeuyzOFhF30Ja?dl=0

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/25) */ In researching the customer, there have been two previous service ticket. The first was completed March 3, 2021. Service provider indicated that after testing range, no faults were found, that range was working properly. The second request was made approximately two weeks later for the same issue. Customer contact was attempted multiple times over the course of the next several months, with contact finally being made July 12, 2021. During the conversation, the service providers information was supplied. Follow up was made with the service provider as well to contact customer to schedule the call. Service provider indicated that they have called and emailed the customer multiple times with no response. PlusOne Solutions again followed up with the customer in August regarding scheduling. Result was inability to contact the customer. At that point the job was cancelled due to inability to contact the customer. Ten days later, the customer called back in and indicated that he had spoken with the service provider and needed to have the job reopened so service could be run. The job was reopened at that time. The following month, PlusOne Solutions followed up with the service provider again, who again indicated that the customer had been non responsive to their requests to schedule the job. The job was then cancelled with the notation that if the customer called back in to create another job and dispatch it. Last week, the customer spouse or partner called in requesting service. he service job was created and dispatched to a different local service provider. Parts have been ordered based on complaint to ship to the service provider. Service provider will contact customer to let them know they have the job and that they are awaiting parts arrival to schedule the call.