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:12/06/2024

  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.

  The ice maker in my refrigerator quit working in January 2023 and we hired ************ to repair it. They sent out a repair man who said we needed a new part. We ordered the part and he returned to install it. The ice maker still did not work, after he ordered more parts it still did not work. They sent out their senior tech and he ordered more parts. So, 23 months later, the ice maker still does not work and the supervisor, *****, has quit returning our calls. They did quit charging us for service but continued to charge us for parts, parts we obviously didn't need since none of the new parts worked. I feel they need to refund all the money spent, including parts we ordered that they said we needed, along with the parts they ordered (approx. $800 in parts and service) or repair my refrigerator.

  

  Business Response

  Date: 12/10/2024

  Mr. ******,

  Thanks for your time on the phone today and the opportunity to rectify your issue(s). As per our conversation, we are in agreement to scheduling a return trip to hopefully and finally get your issue(s) resolved.

  Thank You,

  *****

• Initial Complaint

  Date:05/31/2024

  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.

  I have been dealing with Michaelson's appliance repair in the past for my refrigerator and they've always done an excellent job. Unfortunately on this recent visit yesterday they came to replace my ice maker that was broken and is under warranty with the warranty company that I used through famous ****. It should have been a simple process as it's always been in the past with them I've been pleased. Unfortunately this time there was an issue my father-in-law was home with my daughter in the repairman was hugging the refrigerator to pull it out of the hole it's a large stainless steel GE profile refrigerator with four doors it's in meticulous shape unfortunately in some way he made a small dent in the middle door there's never been one **** or anything on my refrigerator and we take pride and taking care of our appliances I'm simply asking them to step up and take care of it I sent them pictures and talk to someone named ****** today she was very nice and very accommodating I expected a phone call from a manager and never got one that's all I wanted I want to resolve it I want to continue to use ************ for any repair work but they need to resolve this issue for me and fix what happened that's all I ask simply stated thank you. I'm only asking them to replace the damaged door it's a front piece that they can order just do the right thing for your customer that's all I ask thank you

  

  Business Response

  Date: 06/04/2024

  Thanks for the opportunity to work out a resolution with you. As you stated, After we posted here you would remove this complaint.

  Customer Answer

  Date: 06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******

  I will accept the response as long as the business states in the response that they have ordered a new drawer as I was told by the manager. 
  
  Sincerely

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

• Initial Complaint

  Date:05/24/2024

  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.

  $292.08 tech came out for dryer on 5/13, said parts were in stock so he would come in a few days. Scheduled to come 3 days later and never did, part didn't come in. Next day part shipped was damaged, so I waited until May 22, most of day for tech who showed up missing one of the pieces. He return 5 hours later, install the parts and left the machine still not working. The office offered me a 50 refund and stated they don't make any money from these types of calls. I'm not sure why they would tell me that. Tech came back the next day at 10:30 to diagnose and say it was what i originally told him it was, said he would pick up the part at a local shop and be back. Office called to say they have to take the new part out of $50 refund! He got to the shop around 4:30 and it was closed. At this point I was very upset. It's been almost 2 weeks waiting, I keep getting put on a 4 hour schedule and pushed out day by day. My husband missed about 2 1/2 days of work , my son missed a full day of work and my daughter left work 2 hours early all to meet the tech who either didn't show or had to reschedule. We had to do laundry in other houses. The manager tells me after everything that had already happened, that the shop was closed and he would not make it until the next day. Here is where I lost it.. She said he would go to the shop first thing in the morning but that he had appointments in *********** first and didn't know when he would get to me ONCE AGAIN. I flipped out and ask her why I keep getting shelfed and put on the back burner while they keep attending all of the other appointments, it's been almost 2 weeks!!! I told her I wanted to speak with the owner and request a full refund and go to another company and that I was going to write on the BBB. She then changed and said he would come first thing in the morning, which he did and finally fixed my dryer. I want to make the company aware that THIS IS NOT OK and request a higher refund than just $20. I have pics/videos

  

  Business Response

  Date: 05/26/2024

  Mr. and *********************,

  Thank you for this opportunity to respond to your BBB complaint. After reviewing your job history, there are many things that had prolonged this job and hopefully we can come to a resolution. Here is what we have in our notes and thought that we came to a resolution.

  5/8 received dispatch Customer was told by AH to make sure the venting was not restricted or blocked since improper air flow is the most common problem of a dryer overheating and shutting off. DO went on 5/13 found unit to have a faulty thermostat and thermal fuse open. Ordered parts and on 5/16 all parts were received. Scheduled for 5/17 found Thermostat broken in bag, reordered.Scheduled 5/22 with new part and our service manager have took Fuse to DO as he could not find the one he was supposed to have.. He rerouted his schedule and went back later in the day, customer upset at delay and offered a $50 dollar discount to ******************** and he seemed okay. Unit was repaired and seemed to be working. Customer called back and when DO returned on 5/32 these are his notes. Costumer stated at the beginning the unit was dead ( not turning on ),at that time DO checked the heater , thermostats and fuse and DO found thermal fuse to be defective ( no continuity ), The tech also noticed that the thermostat on the heater element was not the correct part for this unit so DO explained to the customer that unit was not turning on because the fuse went out and that DO recommend to replace the thermostat as well just because it was not the correct part. The customer then mentioned that they had replaced the heater and the thermostat themselves and that they got those parts at ******. DO replaced the fuse and thermostat and the unit was now working okay but today when I came back I checked the heater and heater had no continuity. Customer asked me why this heater keeps going bad I explained to him that wrong thermostat and aftermarket heater could be the problem because everything else checked okay that why we recommend to get parts from the manufacturer. We ordered a ****** (Heater element). Customer had tried to ********************** the  unit themselves at some point or had someone else do it. Ms called in and was not happy she spoke with PN. The customer agreed agreed to move forward for less credit as we will give the parts at cost. the customer did admit to replacing the thermostat themselves. As of 5/24 unit is working as intended after being repaired properly. DO had no knowledge in the beginning that customer had attempted to ********************** themselves.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21755980
  
  I am rejecting this response because: my original phone call made on May 8 was upfront with the company and telling them that I had replaced the unit myself several times in the last several years. When the tech originally came out, we even explained to him that we thought it was the heating element because it was something that we had replaced in the past all this runaround several canceled appointment as you can see in response from the company that refund was given out of good will because of the runaround we were given only to find out at the end that the part that originally needed to be replaced was what we said in the first place.  And to clarify when the tech finally left after installing the fuse and thermostat, my husband explained to him that the machine was still heating up and smelling like smoke and he told him that that was normal. The machine never stopped working it just continue to heat up and could have eventually either blown out or couldve caused a fire , being the reason why I was so upset . So many issues from appointments being cancelled without notification, parts shipped damaged, parts lost in car, finally goes to get heating element only to find out store was closed after my son waited at the house the entire day!l As stated my husband, son and daughter missed several days of work for being told they were going to be met at the house and either had to wait all day for the tech to come when he was supposed to come in the morning. I am really upset and Im not OK with a $20 refund which I still have not received I would like a minimum of  $50 refunded. The labor cost should be adjusted being that the tech did not fix it properly or stay to find out that he did not fix the unit. I was upfront about everything and dont appreciate the response sounding like I had something to keep. 

  
  *******

  

  Business Response

  Date: 05/28/2024

  We have credited your credit card with your request of $50.00. Allow 5-7 days to reflect in your credit card account.

  Customer Answer

  Date: 05/29/2024

   
  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 as long as I do receive the $50 refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/15/2023

  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.

  Tech came in to repair a leak. Did not even test or ask us any questions. Took a photo of the serial number. Left. Weeks go by and part arrives, it gets installed 1 month after the ticket was created with ******** He did not test fridge at all before he left. We ran the self test menu option immediately after he left and it fails. I tried to call repeatedly - could not get a human. Left messages and no return call. Emailed, no response. This is ridiculously bad service. NOW fridge cannot cool properly, ice maker dead, internal cameras dead, ****** has many new problems including the computer resetting over and over that it didn't have before he reassembled it.

  

  Business Response

  Date: 12/18/2023

  Sorry for the slight delay in getting a formal response to your complaint via the BBB portal. We had to research your job history and contact the technician that performed your repair. We see that you have been contacted by our office and your new issue was after the fact of the repair that we had completed. Our tech had ran a full diagnostic on your unit via the ******* interface using their app which directly connects with ******* to verify the unit was repaired properly. We apologize that you had to re contact ******* to address the  additional issue with your unit. We know this process can be time consuming. Once we receive another dispatch from them, we will contact you immediately to remediate any further issue. Again, we want to assure you that results pulled from the app showed both us and ******* that the unit was repaired and operating properly when we left your home. Thank you for giving us the opportunity to explain both on the phone and on the BBB portal. We are looking forward to resolve your current issue.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21009142
  
  I am rejecting this response because:

  1) There is no way the device passed a test, it immediately failed it's own self test minutes after the tech left. The failures are more than obvious. Anyone can see you can't set the temperature and the cameras don't work. There is NO WAY these were tested. The only failures that would have taken time to know are the computer reboots and the ice maker failing to operate - however he could have seen that it shows the ice maker is full even though it is totally empty also it keeps disabling itself. 
  2) An appointment was made to resolve the issues caused by the technician and they did not show up today and I see it was changed to tomorrow (12/20). 
  3) I was told that the tech will likely not actually attempt to repair but just evaluate the failure - so even then it is highly likely I still will not have a working refrigerator. 
  4) Lastly, none of these issues even EXISTED until your tech worked on the device. 

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

  

  Business Response

  Date: 12/20/2023

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

  We have reviewed what has transpired since we responded to your BBB complaint yesterday. Our service manager ***** had spoke to you and said as soon as you had a new dispatch from ******* we would schedule it. It appears it was scheduled for today and ************** ****** was at your home today. We never showed in any of our office notes that it was scheduled for any other day than today. We are attaching our inter office notes from ******'s findings. We also reviewed our service history from the ******* GSPN web portal to verify that all the data was in fact uploaded from your unit to their portal and the unit passed the diagnostics. If you are still skeptical of these findings, please reach out to ******* and they will verify that your unit notated by serial number did in fact pass the diagnostic upload. Here are the attached notes from our findings today. It appears ******* now wants us to order parts to address the current issue after re-seating the **** umbilical interface cord.
  

  ***CALLBACK ON ** ***
  12/18/23 15:37: Job created by IC
  12/18/23 15:43 IC: schdld for 12/20 WED ! **
  12/19/23 7:54 KH: 12/20 WED appmnt swtchd from ** to CG
  12/19/23 15:24 **: chngd appmnt to 12/20 WED **** CG
  12/19/23 15:40 **: Robo-call to cnfm appmnt (12/20 WED ****)
  12/19/23 15:52: appmnt cnfrmd via robocall (12/20 Wed ****)
  12/20/23 6:40 XX:  Dsptchd to CG (via SDM)
  12/20/23 11:19 IC: schdld for 12/28 THU ! **
  /___
  12/20/23 11:23: CG there 12/20 WED, 10:38 to 11:17, The fridge has multiple issues; sensor humidity, iceroom sensor, error function with freezer. It was because a plug we disconnect to use **** was not plugged back in. Once plug was inserted again all the error codes disappeared.In addition icemaker is stagnant on "full" and when the customer tries to save a temperature it doesn't saveGot approval from ***** at ******* to replace pcb and both ice makers; O-emld tckt [Tckts/208111a.png], snapped 3 QuickPics (via SDM)
  /

• Initial Complaint

  Date:06/12/2023

  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.

  We have had three visits from Daniel from your business. He was fine and we had no issue with him. Since the dryer still did not work, we were forced to open additional tickets to attempt to get the dryer working. On the first day (ticket opened on 5/21 via Samsung website) the appointment was set for 5/25. Representative came and stated motherboard was not working and that there was a recall on it. Item was shipped to home on 5/30 and Daniel returned on 6/1/2023. The replacement still did not work. Could not reopen a new ticket until 6/5 because the previous ticket was not closed on 6/1, the date of repair. Since the company does not work on the weekends, this added additional time. Reopened a new ticket with Samsung for the same issue and they sent the same gentleman to repair the same issue as before. The appointment was set for 6/8/2023. Again, the ticket sits open and the issue with our dryer still exists. Spoke with Patricia on 6/9/2023 with Samsung support on the phone and she stated originally that the ticket could not be closed because their person who handles those tickets was out on leave and the earliest it could be handled was "next week". She then claimed to be able to close the ticket. However, Samsung still shows that the ticket is open and no further action for my broken dryer can be taken because of this current open ticket. When I spoke with an associate on 6/1, she said they have to wait for Samsung to approve tickets or they won't be paid. Meanwhile, consumers are in wait and peril because of this lag and delay in finishing tickets/submitting them on the same day. This saga has gone on for now almost three plus weeks. And now we sit to wait...for next week for the ticket to be closed. Patricia (alleged manager) did not in fact do as she said she would per Samsung as the job is still "open". Michaelson's has to do better or either relinquish their contract with a major company such as Samsung to make sure consumer satisfaction is the main goal.

  

  Business Response

  Date: 06/14/2023

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

  We have reviewed your complaint and have  reviewed all of our job records related to our visit to your home. Addressing the first issue of opening and closing tickets. This is a Samsung process. It is to track your service process since this was a warranty repair sent to us through Samsung. We cannot be responsible for their processes of how they dispatch or how their ticket process works. Your complaint would be better addressed with them. As far as a ticket not being able to be closed because of someone on leave, I cannot address that issue since I was not aware of anyone on leave. (Again with Samsung processes our hands are tied). Addressing the service call, this is the information that we have documented.

  
  5/23 service call received, scheduled call for next day.
  5/24 service call ran and diagnosed as main control failure.
  6/1 Control was replaced and found power supply from house is faulty. Failure of original control was probably due to electrical issue. This electrical issue was verified at the terminal block on the back of the unit with both the technician and Samsung technical support. Samsung was looped in to document in their system what was found. The voltage readings taken were conclusively indicative of a bad power supply to the unit. This was also documented by the Samsung technical support team. Call was closed  and advised customer needs an electrician.
  6/6  We received a recall ticket from Samsung with the  same issue. Customer was advised that if power supply from house is still incorrect they would be responsible for service call.
  6/8 Technician ran call and found power supply from house still faulty. Called Samsung technical support again to verify and again document the service issue. Customer again was advised needs an electrician.
  6/9 Customer called in to our office with Samsung as a three way call and spoke with our manager. The customer was informed for the third time that the issue is an electrical issue.  The issue is with house power supply now not the unit itself.
  

  Hopefully, you have had an electrician out to repair the electrical issue and the appliance is working as designed. May I suggest if you have any other complaints that you call Samsung and address their policy and procedure issue with opening and closing service tickets. Your complaint would be better addressed with them.