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:03/04/2025

  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.

  Unique repair services was hired by ** to service my electric range that was still under warranty! They came out on 3 separate occasions starting in December ***************************************************************** the unit! The last and final time I was told that the unit is unrepairable and theyll let ** know! ** claims for the the past month theyve been waiting on final word of unique in order to replace or refund the range.. Basically both companies are blaming one another and Ive been without a working stove thats under a year old for 3 months.

  

  Business Response

  Date: 03/20/2025

  Hi *****,

  
  Thank you for taking the time to reach out to us. We completely understand your frustration, and we sincerely apologize for the inconvenience youve experienced with your electric range. As you mentioned, our technicians visited your home on three separate occasions, and we have been working diligently to address the issue.

  
  After discussing your case with **, they recommended submitting a parts claim as they suspect a defective part may be the cause of the ongoing issues. I want to assure you that I have been advocating on your behalf with **, and I have an extensive email chain documenting our communications. Unfortunately, despite our best efforts, we have not yet reached a resolution.

  
  I understand from your complaint that youre requesting a refund. However, I want to clarify that the cost of this repair was covered by ** under warranty, so we do not have a refund to issue at this time. That said, we are still in the process of working with ** to resolve the situation, and I will continue to follow up until a solution is found.

  
  We truly value your patience and understanding during this process. Please rest assured that we are doing everything we can to get this issue resolved for you as quickly as possible. If you have any questions or would like further updates, dont hesitate to reach out to me directly.

  
  Best regards,

  ******* Gonzalez 

• Initial Complaint

  Date:10/24/2024

  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.

  On September 18, 2024 I called ******* and reported the issue with my refrigerator for repair due to my freezer stopped working. I got the text message on September 18 from Unique Repair Services, *** that appliance repair appointment has been scheduled for Friday, September 20, 2024. On September 23, 2024 the technician arrived, figure out the problem and left by informing me that he has to order the parts. On September 25, 2024 he came again and replaced the frions equipment and compressor (under warranty). Unfortunately, it did not fixed the original issue, and the freezer did not work properly, it just keept the fridge (just a little bit cold) temperature. I reached out your company again and explained that the repair wasnt done properly we scheduled the following appointment on October 11, 2024 but on October 10, 2024 I got a text message We regret to inform you the appointment will need to be canceled due to our tech being out sick. On October 16, 2024 I got the same text message informing me that technician is still sick. Finally, the third appointment was scheduled on October 21, 2024, the technician showed up, he did something but 24 hours later the refrigerator stopped working, so it become even worse. On October 23, 2024 I called to them again and informed them that my refrigerator doesnt work at all now, and instead of to schedule another appointment I was told to call the ******* because they already did all possible repair. The repair process has been far from satisfactory and it never happened to eliminated the original problem. After all the services I received, my refrigerator stopped working at all, it become even worse. From the beginning, I had the issue with the fridge only, but after the technicians visit and repair he made, my refrigerator completely stopped working.

  

  Business Response

  Date: 11/22/2024

  Thank you for reaching out and providing us with detailed information regarding the ongoing issues with your refrigerator. We understand the frustration this situation has caused,especially with the continuous disruptions to your appliance and the delays in the repair process.
  
  After reviewing your case, we regret to inform you that, based on the assessments from the technicians who have serviced your unit, the refrigerator has unfortunately been deemed unrepairable. We have been actively working with ******* to resolve this matter and ensure you are properly supported. However, we have been informed that an open VOC complaint has caused some delays in processing the resolution.
  
  We want to assure you that we are committed to resolving this issue as quickly as possible and are continuing to collaborate with ******* to explore all available options, including a potential replacement.
  
  We understand the inconvenience this has caused and truly appreciate your patience as we work to find a satisfactory solution. Please do not hesitate to contact us for any further updates or assistance during this time.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22468963
  
  I am rejecting this response because:
  To Whom It May Concern,
   
  Please be advise that I am not satisfied with a business reply (see below), it did not provide any resolution of the issue as of today. It just wording without any constructive actions. The company couldnt identify the issue on the first place, it took 5 appointments over two months and as a result they screwed up the working refrigerator completely. A few days ago, I got a call from the company requesting me to open a new/another claim with ******* with no reason and I could not get a reasonable explanation/advise the reason for new claim. After my multiply attempts to resolve the issue and to get a reasonable compensation and to get back my money paid for the repair I was refereed to contact only ******* regarding this matter.  The main reason of the refusal was that the claim was open with ******* and the repairs money was paid to ******* and if I would open the claim directly with the company, I would pay double for the repair which never happened.
  If the issue is not going to be resolved by the end of the year, I would consider all additional legal possibilities.
   
   
  Thanks,
  **** ********.

  

  Business Response

  Date: 12/26/2024

  Thank you for reaching out and providing us with detailed information regarding the ongoing issues with your refrigerator. We understand the frustration this situation has caused,especially with the continuous disruptions to your appliance and the delays in the repair process.
  
  After reviewing your case, we regret to inform you that, based on the assessments from the technicians who have serviced your unit, the refrigerator has unfortunately been deemed unrepairable. We have been actively working with ******* to resolve this matter and ensure you are properly supported. However, we have been informed that an open VOC complaint has caused some delays in processing the resolution.
  
  We want to assure you that we are committed to resolving this issue as quickly as possible and are continuing to collaborate with ******* to explore all available options, including a potential replacement.

  In reviewing the complaint with *******, the customer needs to provide proof of purchase for the appliance. See below from our contact with *******

  Hi *******,
  
   As of today, the ************** is communicating with the Customer and have offered a Refund.  The issue per the notes is that ******* cannot proceed with the Refund without a Bill of Sale from the Customer.
  
  Thanks,
  
  ****
  
  
  **** ******* | Senior Regional Service Manager | In Home Customer **********************
  Samsung Electronics
  M:************ |
  ************************************************

  
  

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22468963
  
  I am rejecting this response because, as of now, nothing has been done to resolve the issue. I have received several responses about how great Unique Repair Services is, but the reality is that they did NOTHING. It seems they have a great deal of experience in 'resolving' such issues, especially when it comes to avoiding responsibility rather than addressing the problem. After my several communications with ******* about refund/reimbursement they also stopped responding me. The confirmation of purchase from ********** is attached.

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

• Initial Complaint

  Date:10/23/2024

  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 cancelled a repair appointment the night before and put me off until next week. I have waited 5 days for the repair on my dishwasher. ******* uses them.

  

  Business Response

  Date: 11/19/2024

  We had to reschedule the original appointment due to our technician being sick. We rescheduled for the following week and completed the repair. The customer signed off on the **********************. The issue is resolved. 

• Initial Complaint

  Date:08/09/2024

  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 came and service my ******* refrigerator. Repairs included 60 day warranty. At about 50 days, the refrigerator is experiencing the same problem. Scheduled service. Day of service, they text and said the service tech was sick and can come out for 5 more days. They did not attempt to coordinate immediate service. Ive requested a copy of my receipt and/or invoice for original repairs but they avoid me. They asked for my email which Ive provided NUMEROUS times, only to continue to avoid me.

  

  Business Response

  Date: 09/03/2024

  Dear **************,
  
  Thank you for taking the time to voice your concerns regarding your experience with our company. We apologize for the inconvenience of the technician calling in sick and having to reschedule the appointment. Unfortunately,right now our technicians are very booked in your area. If service is still needed for the unit, we will be more than happy to schedule something right away for you. It does look like we have sent the invoice to you multiple times.We will again resend this to the email on file and also put a hard copy in the mail for you. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22116955
  
  I am rejecting this response because:

  I wasnt satisfied with original repairs and then when that failed, I tried to get it remedied while the part was still under warranty. Got the run around. Im done with both ******* and Unique Repairs Services. Im out the $700 for the useless repair

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

  

  Business Response

  Date: 09/06/2024

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

   

  We did try our best to get our technician out in a timely manner to remedy the problems that you continued to have with the unit. Unfortunately this time frame when we could have the tech out did not work with your schedule and you decided to cancel the repair. We hope that you did find a solution to the problems with the refrigerator. 

• Initial Complaint

  Date:07/17/2024

  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 was referred to Unique Repair Services (their Indianapolis Location) for my ******* refrigerator as they are an approved warranty specialist company. I have called 3-4 times over the past month and cannot receive a callback. I've scheduled now 3 APPOINTMENTS and have been rescheduled each time. ******* says this is the only company they will hire to fix my refrigerator. I just want this matter dealt with in a timely manner. I'm frustrated by the lack of response. Makes sense why they have a 2.9 star review on ******* Many of the reviews mentioned filing a complaint on BBB was the only way to receive a response back.

  

  Business Response

  Date: 08/05/2024

  Dear Mr. ********************* reviewing the information ******* sent over to us it looks like you are in the ************ area. Unfortunately, we no longer service this area currently. We have directed this ticket back to ******* multiple times to be reassigned to another company. We apologize for the confusion; however, you will need to go back to ******* to have them send this service request to another company in the area. 

• Initial Complaint

  Date:07/17/2024

  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.

  Yes, I set up an service call. With unique the guy came out . After pushing the washer drum . He said it was the , dampers or suspencion. There $119.00 just to tell that information is outrageous. He then proceeded to tell me that he had the parts in his truck. And that the repair would aproxiamately cost me approximately $700 with discounts. The washer cost me . $900 when new. I would like the service company to refund me 50% of the cost for them coming. If I would , do $1000 repair after discount and initial $119.00 service call they would utilize that fee towards the repair. So your talking about some $880. I found the spring rod replacements on the internet for about $80.00. And it only takes not even an 1 hour from start to finish. This company should be hit with some fines. They do not try to gauges the customers pockets. Im very upset. About this business practice. If they go some elderly folks home. They definitely will try to take advantage. This should not occur to the hard working class. And then this professional so called company , trying to scam the public. Buyer beware.

  

  Business Response

  Date: 07/18/2024

  Dear **************,
  Thank you for sharing your concerns about your recent experience with our company. After reviewing the repair visit, we confirmed that our technician visited your home on Tuesday, July 16th. The initial issue was a UL error code. Upon thorough inspection, the technician determined that all the dampers needed to be replaced due to wear and damage. These parts are crucial in preventing the unit from becoming unbalanced and vibrating excessively.
  Originally, we quoted $1040.00 for the repair, considering the cost of parts and labor. However, the technician contacted management and obtained approval to reduce the total repair cost to $759. Despite this, you expressed dissatisfaction and requested a further discount.
  We understand your concern about the pricing, but we assure you that we source all parts directly from ******** not third parties. The manufacturer sets the part costs, and you receive quality service from a ********trained and certified technician. The fee you paid covered the technicians visit and the assessment of your unit, which was duly completed. Therefore, the service fee is non-refundable.
  If you wish to proceed with the repair, please contact customer ********************** to schedule an appointment. This quote is valid for 30 days.
  Best regards,

  Unique Repair Services

• Initial Complaint

  Date:07/11/2024

  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.

  On 7/6/24 I filed a claim with our Lowes warranty for our 2 year old washer that stopped working. I filed this claim online as I was instructed to do through the Lowes system. I was given an appointment date of today (7/11/24) between 8am and noon. Ive been sitting here so I called Unique as they are the repair facility for the Lowes warranty. I was met on the phone by a very unprofessional and rude young lady. She proceeded to tell me that the tickets that come in from ***** have to be manually added, they get over 100 tickets a day from *****, they are short staffed and a few other excuses. She told me the next available appointment would be next week which means another week of no washer with 7 people in our home. I responded to her with all due respect it is not my fault that you are short staffed to which she said do you want the appointment or not and before I could get another word in she hung up on me!!! I called back and spoke with another representative who scheduled my appointment and told me that the tickets do come in automatically but for some reason mine didnt. I asked to speak to a member of the management team and she transferred me but what a coincidence the call disconnected. I dont know what you have going on there but this is unacceptable treatment and service!

  

  Business Response

  Date: 07/18/2024

  ******************,
  We apologize for the confusion you encountered while scheduling your repair appointment. We understand the importance of resolving the issue with your washer promptly. Unfortunately, the dates and times provided by warranty companies are only tentative, and we regret that this was not clearly communicated to you during your appointment setup with ******.
  We will review the calls with the *** you initially spoke with and use this as a coaching opportunity to ensure our representatives provide the best customer **********************. While we are pleased that you could schedule your appointment with the second representative, we apologize for the inconvenience of needing to make two calls.
  Upon further review of your account, it appears that the necessary repair on your washing machine was completed yesterday.

   

  Unique Repair Services

• Initial Complaint

  Date:07/08/2024

  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.

  Unique repair techs are friendly however the call center and the Management team has a lot of improvements. The tech had to come out to do a repair 4 times and the after replacing the part, the issue is still the same. After numerous calls and appts made with Frigidare and unique repair, they scheduled appts without checking my availability and emailed me with WRONG CONTACT AND ADDRESS APPT INFO. I called unique and they stated it was an error however it occurred 5 different times on the same day! When I left a message with *************************** the manager at the store, she never returned my call. When I called for her again, she kept me on hold for more than 45 minutes until I hung up. Unprofessional, uncaring and NOT RELIABLE EMPLOYEES/staff!! The work still hasnt been finished and they are just sitting on this and getting paid by the hour each time they come out for service. Thats not a good reputable company!

  

  Business Response

  Date: 07/10/2024

  Dear ******************,
  
  Thank you for reaching out to express your concerns regarding the repair of your Frigidaire dishwasher. Upon reviewing your account, we found that we received three different service tickets for your appliance from Frigidaire.
  
  The initial issue was that the unit was not drying the dishes. After inspection, our technician determined that the heater needed to be replaced as it was not working according to the manufacturer's specifications. This repair was completed on June 4th.
  
  On June 11th, we received another service request for the unit not filling with water and making a loud noise. The technician visited on July 3rd and discovered that the water valve was off, which he promptly turned back on. The unit was working properly after that.
  
  The third ticket was again for a drying issue. When the technician inspected the unit, he found it was operating within the manufacturer's specifications. He noted that plastic dishes and cups might not dry completely when the door remains closed, especially because the interior of your dishwasher is plastic rather than stainless steel. His suggestion was to open the door at the end of the cycle to allow the dishes to dry. Please see the attached photos for reference.
  
  Regarding the incorrect contact information and address, we could not find any discrepancies in the chat or email history. We also checked voicemails and found no record of one from you for *****. Additionally, there are no recordings of a transfer to her phone where you were placed on hold.
  
  We understand your dissatisfaction with the unit and your request for a replacement. Unfortunately, we are unable to assist with that. You will need to speak directly with the manufacturer or the store where the unit was purchased, as the decision ultimately rests with them. Your unit is currently functioning as designed.
  
  Sincerely,
  Unique Repair Services

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21956371
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/11/2024

  They are lying. After the tech came here, I specifically told him the part that was replaced did no improvements and the dishes were still wet! He stated he was going to send that info to Frigidare and schedule another appt to have the tech comeout out to fix it. When I called frigidare to schedule the appt they told me the same unique repair tech was going come out to see what happened. After many attempts to schedule an appts and wrong scheduling errors, I then called *************************** and left a voicemail and she never called me back. I called again and she made me hold for 45 min until I hung up. I continued to get scheduling errors (out of state appts or wrong contact appts) to my emails so much where I had to block these emails! Its was ridiculous!! And *************************** knows exactly what I am talking about because I did leave a very detailed message! 

  

  Business Response

  Date: 07/12/2024

  
  Dear ******************,

  
  We want to assure you that we have no reason to mislead you about the repair. Our technicians have inspected the unit and confirmed that it is functioning according to the manufacturers specifications. At this time, no repairs are necessary for your dishwasher. We regret that you are dissatisfied with your purchase, but this issue is between you and the store/manufacturer. As mentioned previously, we have no record of a voicemail or any transfer to Nancys extension in our phone system. We wish you the best of luck with your appliance, but unfortunately, there is nothing more we can do at this point.
  

  Best regards,

  Unique Repair Services

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21956371
  
  I am rejecting this response because:
  
  they are not being honest. As you can see the attached pictures, the dishes are STILL WET and the part they replaced was either used or wasnt replaced at all. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/04/2024

  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.

  Called for a repair on a dishwasher. On 1/5 a tech came over and told me it was the motor. Quoted me for 654$. I asked about a warranty from *** He said it should be covered, but I would still be responsible for the service. I went through process to make sure it was covered by ** and it was. After not hearing back I called Unique repair to see if they received authorization from *** They said they had not. A few days later UR called me and asked if I wanted to set appointment. I assumed they had gotten the go ahead from ** with the warranty. On 3/22, the tech showed up to do the repair and told me I would owe 497$. I informed him it was a warranty fix. He called the office and UR said they had no info of the warranty. Wonderful. I called ** and they reassured me that it was covered and they had sent the paperwork to UR. The tech told me if I covered in full I would be reimbursed. After a few weeks I emailed them to ask about being reimbursed. No response. A week later I emailed again. No response. On 5/9 I called them. The *** I talked to apologized and talked to billing and told me the money would be in my account within ***** hours. 2 weeks later (5/23/24) I had to call again because I wasnt reimbursed yet. This time I was told they got a new system and some things didnt go through. Again was told ***** hours and I would be repaid. I warned them if it didnt go through I would escalate my complaint. I still have not been refunded. I emailed them 6/3 and informed them if I wasnt paid immediately I was going to complain to the BBB.

  

  Business Response

  Date: 06/10/2024

  
  Dear ************,
  Upon reviewing your account, I see that ** has paid for the part portion of this repair. I apologize for the delay in your refund and the miscommunication you have experienced. This is not the impression we want to leave with our valued customers. We are currently going through a system change, and while this is not an excuse, some issues have arisen as a result. We are working quickly to resolve them.
  Billing has confirmed that ** covered the part cost of $321.90 and the tax of $22.94, totaling $344.84. We have processed a refund for this amount today, and you should see it returned to your original payment method within the next few days, depending on your bank.
  We greatly appreciate your patience during this process and hope to service your appliances in the future if needed.
  Best regards,

  Unique Repair Services

  Customer Answer

  Date: 06/13/2024

   
  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.   

  To Unique Repair,

  Life's too expensive right now.   There's no excuse for making me wait more than a week or 2 for payment.   It's literally a click of a button.   your staff was courteous and your technician was friendly and got my machine fixed.   The fault is  not with them, it's higher up the chain.    
  
  Sincerely,
  BW
  

• Initial Complaint

  Date:06/03/2024

  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 paid 139 for service . then i cancelled my service because my fridge start working. its bee month now they did'nt return my money . i called twice . Not a good experience

  

  Business Response

  Date: 06/10/2024

  
  Dear ********,
  Upon reviewing your account, it appears that a refund of $114.00 was processed on June 4th, 2024. The transaction number for this refund is ***********. This amount reflects the service fee refund minus the $25 cancellation fee, which was explained to you when you originally scheduled the appointment. If you have not yet seen this refund returned to your original payment method, please check with your bank.
  Best regards,

  Unique Repair Services