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:09/16/2022

  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.

  I contacted this company to help me with a problem I was having with my refrigerator freezer. I spoke to someone at this company and they assured me a technician could come out. I told them that my freezer would not defrost and they sent ******. ****** came out charged me for a part that was approximately $73 and also over $150 in labor. The part did not work and few days later I called back to have somebody come out. later they sent out ***** who changed that same part that ****** changed and assured me that he had corrected the problem. About 5 days later I called this company and told them that the problem still persist. I was also told that a part was going to have to be ordered and they would call me back when it came in. I would say about a week and a half or so later I didn't receive a call so I decided to call and email regarding when someone was going to come in and put this part in my refrigerator. No luck there so I had to send a series of emails complaining about the entire situation not having a freezer that was working during the middle of the summer. Seeming that I could not keep food and I kept losing groceries I tried feverishly to contact the owner *******************. I did get in contact with someone who gave me an appointment of September 14th which was about two or three weeks out. Having no choice in the matter I had to take the appointment and wait patiently. That day came and my scheduled window was from 9:00 a.m. till 1:00 p.m. at 12:45 I to call and email ***** to find out if the technician was still going to come or not. Approximately 1:30 or so I got a call back from ***** who said that the part that they supposed to had ordered 3 weeks ago never came in. Of course I was very upset because I had to take off work for a part that didn't come in and they did not call. I was offered a credit of $170 which is nowhere near what I spent in the first place. Please help me resolve this issue I just want my 300 plus dollars back. Help I just want my $.

  Business Response

  Date: 09/27/2022

  The part that was changed was needed to be changed and if there were Additional parts needed the customer would only be charged for those parts. Since the customer has been very difficult to deal with. I will issue a refund but only half of the labor not of the part and not full labor since the part we can not return or use on another customers appliance. This is just like having a old car and when you fix one thing another part may break. Customers fridge is near 20 years which it is a good appliance but they need to understand that other things may break down so to get parts are difficult to get as vendors or myself and other companies are not going to have them on hand any longer 

  so again all Im willing to do is refund half of labor which is $75.00 also will need the customer to remove the negative review from google 

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18036166
  
  I am rejecting this response because: nothing of this information was offered to me when they came and initially serviced my refrigerator had this been told to me in the beginning I could have made a better educated decision. I have not been hard to deal with I've been ****** compliant and understanding however at this time I have spent over $300 with this company and I still do not at this point have a properly operating Appliance as promised. $75 is half of the labor I don't understand what that is going to do when the initial offer was going to be all of the labor. I have multiple parts that have been changed that were assured by these professionals this would solve the problem. I have no problem of erasing the ****** review albeit not negative just truthful. I would like a full entire refund because I have spent hundreds of dollars on a company that gave me promises over and over again with multiple people coming out and as you can see by the email multiple Promises of parts and service technicians to arrive which never happened. If this can't be met then I will leave the complaint with the Better Business Bureau as well as the ****** review and you can keep the $75. It's not about the money it's about service it's about guarantee it's about promises not met it's about closing a deal it's about explaining to customers what you're going to do and also when you do a no call no show my time is important as well as yours and that is very disrespectful to me.
  
  Sincerely,
  
  E Sprad

  Business Response

  Date: 10/04/2022

  I apologize we cant do anything further. We tried to make an offer on some sort of refund. Again we can only do what we can see what is wrong but once we are in there if theres additional work you must pay for. Just like a mechanic. You can definitely leave the review as we did respond and customers will listen to your side of the story aswell as ours and they can determine if they wish to do Buisness with us or not. Again I do apologize you are not happy with our service but we hope you get a better refrigerator then you have also please dont hesitate to call and ask for ************ will atleast answer what I can advise or help you try and fix on your own before spending any money also we will provide a free service call if you ever determine to use us in the future

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18036166
  
  I am rejecting this response because:
  ***** offerd me a refund of 170.  At least keep your word on this. I will take that and be done.
  Sincerely,
  
  E Sprad