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:06/07/2024

  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.

  I have called the business twice and had to leave a voicemail. I have written an email and also filled out their inquiry on the website and have not heard from anyone at all. I wanted to exchange the part, but since have had to buy a new washer/dryer combo and am now seeking a full refund. They guarantee their parts have a 1 year warranty.

  

  Business Response

  Date: 11/25/2024

  This is the first time I have seen this case. We did ask the customer what model they had and did not receive a response. Since the customer said the part sent was not working we ask to confirm their model number so we validate the customer purchased the correct part for their appliance. When we get no response the understanding is that the customer got the item working.

  Since we never heard back from the customer we need to know if this is still an issue. 

• Initial Complaint

  Date:01/15/2024

  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.

  Our Roomba began to malfunction and after talking to iRobot to troubleshoot, we were told that it needed to be repaired. Because it was outside of it's original warranty, they said we needed to send it to CoreCentric for repair. This would cost $190, which would include the shipping and a 6 month warranty once repaired. We paid the money on 11/09/23 and sent our Roomba in once we received the supplied packaging. The first issue was our package got lost. This was not the fault of CoreCentric, but the shipping company. We had no idea this happened until we attempted to call into CoreCentric to find out the status of our repair. This required multiple attempts because we would always be routed to a voice mail that was never responsive. After finally reaching someone, we were told the package was lost and never received, but we would receive another refurbished model as a replacement. Once we received the refurbished model, it immediately did not work and would only spin in circles. We spent another day troubleshooting with iRobot when they told us we needed to contact CoreCentric to request a replacement due to having a 6 month warranty through CoreCentric. This was in mid-December. It is now January 15th, and despite multiple calls a week, we have not heard anything from CoreCentric and have not been able to reach anyone. We only reach the voice mail and no one has called us back in over a month. We've attempted to reach them via their website and email to no avail. At this point, they've taken $190 from us, and given us a Roomba that is even more defective than the one we originally sent in. They are unreachable and have left us with no recourse other than to submit a complaint through the BBB. We need to hear from this company regarding how to return this item and receive a replacement.

  

  Business Response

  Date: 01/30/2024

  Hello Montarella Family,
  
  I received a message about your BBB escalation regarding your lost iRobot S9 and the subsequent replacement unit. 
  
  Upon checking a few moments ago, I do see that the replacement unit was recently delivered to you and hope this finally resolves the issue for you.
  
  As an iRobot user myself I very much appreciate your frustration with the lack or a robotwhen we have a robotic it often is our only unit and being without causes a large problem. I am working with our team to understand the breakdown in the process and to take corrective action going forward.
  
  I have personally refunded *********** cost in full. The refund should hit your credit / debit cart within 5 business days but will be finalized on our end at midnight.
  
  Please let me know if you have any questions or concerns.

  Customer Answer

  Date: 01/31/2024

   
  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,
  
  ***** And ***************************

• Initial Complaint

  Date:12/18/2023

  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 oven stopped working in 12/12/23. The technician told me I needed a specific part and sent me link to part and site to order it. In the evening if Tuesday, December 12, I ordered the part for my oven. I paid for two-day shipping on my Discover Card: Transaction of $228.54 at PARTSIMPLE TECHNOLOGIE was made on December 12, 2023. I reviewed my name, address, and phone number. Hit submit and realized my email was misspelled. Instead of ******************** it showed ******************** I realized what I had done, went on site to fix it but no way and no number. Only way to contact was to fill out a form online. I completed this form 4-5 times explaining my mistake and to please contact me. I found their number by searching internet. Its NOT on their site. I have also left two voice messages without a response. The messages go to a mailbox. This is the WORST customer service and experience of any company! I want my part and a refund immediately!!! It will be one week in 12/19 that this part was ordered. As I stated, I also paid for two-day shipping,

  

  Business Response

  Date: 11/25/2024

  This customers order was canceled per a phone request from the customer. The order was canceled and refunded on Dec 18, 2023 @ 11:26:42 AM. It is unfortunate that the customer entered in a wrong email address but this is something that is beyond our control and the customer requesting a refund for an order that was already canceled. 

• Initial Complaint

  Date:10/25/2023

  Type:Customer Service 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.

  I paid for a warranty for my Roomba product (serial # ********************** through ****************** and I have called, emailed and sent mail to this company for MONTHS to have my product repaired and they will not return any form of communication. When you call *************) they never answer. I've called many days the minute they open. I have also left voicemails which they claim to return in 24 hours. I've left several dozens of voicemails with no response! This company has literally taken money from me and will not repair my product.

  

  Business Response

  Date: 11/10/2023

  Had had no record of this customers item previously coming in for repair and as such there was no warranty on the repair, this item may have been repaired by another company.
  
  After receiving the message from the BBB we contacted this customer on the 26th of October and the customer agreed to pay the repair charge along with shipping of the product to us for repair as well as the return shipping for the repaired item and the customer was charged on October 26th.
  
  Once the unit in need of repair was received at our facility it was repaired and was shipped back to the customer on November ******** via *** with tracking # 1Z4546W50393275059
  
  I hope this clears up any misunderstanding.

   

  
  

• Initial Complaint

  Date:08/27/2023

  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.

  On July 31, 2023, I had ordered a ****** and Paykel 420094USP Laundry ******************** from CoreCentric Solutions' Amazon page for $177.73. It was delivered to me on August 2, but it turns out that the part that I ordered was not the one I needed, so I decided to return the part via the **** shipping label that was included in the original package. According to the tracking number **********************, the returned part was delivered to the CoreCentric Solutions Inc. building in ************, ** on August 7, 3:58 PM. However, since then, I have not yet received a refund from CoreCentric, despite 20 days now having passed since it arrived at the return location. I have contacted the customer service several times with both phone calls and emails sent, but there have been no responses to the emails, and every time I call them, I am only told that due to the high amount of traffic/calls they are receiving, that they can't take my call at that time and tell me to just leave a message, which I have done before but have heard no response back.The uploaded picture shows that **** had returned the package to the ***************** location in *********** am looking to receive a refund for this part.

  

  Business Response

  Date: 09/13/2023

  This customer did contact us prior to opening up this BBB complaint but gave no order information and the name did not match an order in our system. Instead of contacting us through Amazon they sent an email to a general email box without the needed detail. We responded to the initial email request asking for the order information but received no response.
  
  Based on this BBB complaint we were able to find the customer information and despite the customer using a product recycle label,and not requesting a return label, we went ahead and refunded the customer on August 29th.

• Initial Complaint

  Date:06/20/2023

  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.

  I discovered Parts Simple online whilst searching for a solution to a Whirlpool Oven that doesn't turn on. From my enquiries I was left searching for a replacement Whirlpool ******* ******************** Parts Simple were offering a service for repairing the existing ************** Basically you pay $158 plus delivery in advance, remove the faulty control board from the appliance and carefully package it and pre-paid post mails it to Parts Simple. Parts Simple then repair it and return the repaired item by mail and you install it back into the appliance. So I did all that. There was a slight delay on my part as I wanted to remove the board carefully.About a week later I received emails informing me of a refund, and I quote; "Unfortunately we found your part to be non repairable. We have refunded the cost of repair."No details outlining why the part is unrepairable, or what specifically was wrong with the board or whether I should pursue a repair further. I found this unsatisfactory so I reached out to Parts Simple requesting further information to my questions. "Could you please be a little more specific? Im trying to access whether a repair is worth pursuing. If you send the item back so abruptly without ANY information what am I to assume?For all I know you removed the good parts to enact a repair on someone elses board. I would really appreciate a more specific explanation just like when you take your car into the garage."They replied; "The only notes we can view say physical damage and solder fractures".I replied; "Physical damage? Not from my end. And solder fractures? Why cant those be repaired? Im going to make a formal complaint about this. You took my money in good faith and now you return it without a proper explanation? What kind of business is this???"I've now become suspicious and will check that the funds have been refunded and that the board they return, which I photographed in detail before sending, is the same and intact.

  

  Business Response

  Date: 06/23/2023

  BBB Complaint for CoreCentric Solutions Inc. Complaint ID # ********
  
  Consumer: *******************************
  Address: ***************************************************************
  PartSimple.com Order: 1000582697
  
  On May 31, 2023, 3:31:07 PM ******************** purchased a repair service from our website ************************** for Whirlpool part *******.
  
  The ************** requires the customer to send us their Whirlpool part ******* which we will then repair and send back to them.
  
  The image of the part the customer purchased can be see at the link below.
  *********************************************************************
  
  ******************** sent to us a very different part he did not send in a Whirlpool Part ******* - he sent in the part W10158972.
  
  The Whirlpool part W10158972 is different from the Whirlpool part *******.
  Although they are both the same manufacturer, they are not compatible with each other.
  It would be like purchasing a control for a 2019 **** F150 and expecting it would work in a 2017 **** Focus. Control boards are not fully interchangeable.
  
  The part the customer sent in Whirlpool ********* is not on our list of parts we can repair.  We take pictures of all the items we receive in for repair and you can clearly see the part he sent in does not match the image on the website. The electrical connectors are different as are most of the components on the board.
  
  The customer was told the board is not something we can repair,and the customer was refunded the repair cost. The customer was not refunded the shipping cost of the part to us which was $9.26.
  
  Attached are images of
                  Whirlpool_*******-Website Picture The part repair service he purchased.
                  RFR -1000582697-Part The actual picture of the part he sent in for repair.
  
  The customer himself attached the image from our website and when you compare that to the part that he sent in there was clearly a mistake made in his purchasing the service for the wrong part.
  
  I hope this clears thing up for *********************

  Thanks for your help,
  

  
  **********

• Initial Complaint

  Date:02/04/2023

  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.

  On 12/27/2022, after unsuccessfully troubleshooting with irobot regarding my irobot vacuum, a case was created and instructions were provided to send the irobot to Core Centric for repair or replacement. The irobot vacuum was not suctioning properly and would need repair or replacement of the suctioning motor. Since the vacuum was just passed its warranty, I paid $150.00 to Core Centric for repair. Case number *********** was created. A shipping box was received and the irobot was shipped. I received the irobot vacuum back on 1/25/2023. There was a repair form in the box that stated the unit was repaired by sending a new battery (which was not needed) and replaced the left and right wheels and vacuum bin along with all of the parts we had just replaced prior to sending it to Core Centric (cleaning head, main brushes, and filters). The suction motor was not replaced. When I tried to test the irobot, the irobot would not function due to a "left wheel error". This was not present before I shipped it. I called Core Centric customer service number ************ on 1/26/2023, 1/27/2023, 1/30/2023.and 1/31/2023. Each time I received a message that stated there was high call volume and someone would return my call in 24 hours. No return call was ever received. I called irobot twice over the next 3 days, as well as Core Centric (and left more messages) and was told by irobot they would have my case "escalated" to those in charge at Core Centric. I still have not received a call back and am unable to reach anyone at Core Centric other than a voice mail. After paying for the repair cost, I received my vacuum back in worse condition than when I sent it. I'm not even sure it's the same vacuum I sent. There needs to be a resolution to this. This is an $900 vacuum I've had just over a year and I then paid an additional $150 for repair that made the problem worse. I am demanding a replacement within the terms of my warranty from Core Centric.

  

  Business Response

  Date: 04/12/2023

  We did investigate this issue and found that on February 8th we did receive a call from ******** regarding her previously repaired iRobot that experienced an issue upon return. We physically received the iRobot on February 17th, 2023, and the unit was repaired and sent back on February 120th with *** Tracking # of 1Z4546W50394815875 and delivered to her on February 23rd.
   
  I personally called ***************************** a short time ago to verify that the issue had been taken care of and she confirmed that her iRobot is now working as expected despite the problems she experienced. Furthermore, to ensure complete satisfaction we refunded the full repair cost, and she now has my contact information should she have further questions or concerns.
   
  Thanks much,
   
  *********************
  Vice President of Technology & E-Commerce

• Initial Complaint

  Date:05/11/2022

  Type:Delivery 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.

  Ordered a control board for refrigerator GE / Hotpoint WR55X10942 Refrigerator ****************** geh-wr55x10942$123.69 Ordered1 Shipped1 $123.69 Subtotal$123.69 ************************* Credit applied$0.00 Estimated Total$176.23 From PartSimple (Online) got the order by mail and it did not work, requested a return and refund. I was provided a label to print out and place on the box to send the item back which I did on March 9 2022 and was given a tracking number by *** 1ZA819110397045133 The Item was shown delivered back to provided address on March 22 2022 with a signature.This is now May 11 2022 and the partsimple account I have just keeps showing return requested. I have made many attempts to contact them by email and phone from the listed customer service contact imformation listed on the partsimple web site and I get no reply from email or phone. This is what it states on my account for that order (Order # ********** RETURN REQUESTED March 11, 2022)I have uploaded my account and order status from partsimple and proof that the item was returned by the tracking number I was given when the package was dropped off at ***.Thank You ********************* ******************** ************ ***********************************************

  

  Business Response

  Date: 05/12/2022

  I met with my customer service manager this morning to review this complaint and get more detail.   The customer should now see a full refund and I will work with my team to better understand where the breakdown in communication took place so we can improve.   My personal apologies for the poor service, communication and delayed refund.  

   

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

  SVP Commercial Development

  Customer Answer

  Date: 05/12/2022

   
  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,
  
  *********************