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Complaint Details
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Initial Complaint
08/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Original problem needing repair: ***************** not heating (but had never tripped the circuit breaker before)On July 3, 2024, the technician from Rocket diagnosed the problem as the Hi-Limit part. He replaced the part (for $242.82) Every time I attempted to use the dryer after this repair, it tripped the circuit breaker. I reported this to the technician. The technician returned on July 31, 2024 and said the problem could be the heating element. He then replaced the heating element which included a hi-limit and wiring (for another $242.82). This did not solve the problem of the dryer tripping the circuit breaker. I paid $350 to an electrician to come troubleshoot the circuit breaker and home wiring to the dryer. The electrician confirmed that the circuit breaker and outlet for the dryer were working properly. The electrician reported that the problem is in the dryer and that it appears to him that the dryer repair technician either put parts in the dryer that are not compatible with this brand and/or model OR installed the part(s) incorrectly and that is causing the breaker to trip every time the dryer begins to heat. I left a message for the Rocket technician and the manager of Rocket and neither have responded to me.Customer response
08/06/2024
Owner of Rocket Service, LLC contacted me on 8/6/2024 via phone call to begin a resolution process. Service manager will come out to attempt to determine the problem with the parts installed. The owner assured us there would be no charge for this visit. She also stated that if the service manager cannot repair the dryer, I would receive the refund I requested of the $485.64 we paid for the previous Rocket Service technician's work. We are moving forward with this possible resolution route as the service manager is scheduled to come to our home on 8/7/2024 for no charge.
Business response
08/06/2024
Hello,
We are sorry for your poor experience with our technician. I have scheduled a service appointment with our field supervisor to come and look at your dryer tomorrow 8/7/24. I was out of town last week and apologize I did not get back to you sooner. We will get this remedied to your satisfaction. Thank you for your patience.
Customer response
08/06/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** (nicki) ***************************************
Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a vibrating sound in my refrigerator that has been getting louder. I called Rocket Service LLC at ************ for someone to repair it. On 11/3/22 Larry came out. He changed the freezer fan, which he stated he doubted was the reason for the noise, but changed it just in case it was. He told me that if the noise persisted to contact the company any they would look further into it or issue a refund, as they claim that their work is guaranteed. The total cost was $433.22. The noise persisted so I called again, On 1/6/23 another tech, ***** (?) came out. He thought the noise may be coming from the ice maker, so he sealed the area with a type of caulking. There was no charge for this visit. This was also not the cause of the noise. I contacted the office again on 1/26/23 and was told that **** the manager, would return my call to issue a refund. I received no return call. I called again on 1/31/23 and still have not received a call back or a refund.Business response
02/23/2023
Good Morning Ms Davoli. I am refunding you all but the service charge. I apologize we were unable to fix the noise issue for you. Thank you.
Initial Complaint
04/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Rocket to repair my icemaker, they replaced one and then needed another, this has been going on since March 10, 2022 the last time it worked for one day, called the tech, he said he didn't know what to do, scheduled appointment, never showed up. I have paid $400, am a widow living on SS and can not afford to throw away $400.Business response
04/26/2022
** ******,
I apologize for your poor experience & was unaware the technician did not show up for the appointment we had scheduled. I would like to get our service manager out to take a look at your icemaker. I will contact you in the morning to schedule an appointment with our service manager. Thank you for your understanding & patience. We will get this issue resolved for you.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.