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:04/02/2025

  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.

  On 10-11-24 they came to my rental house because my double drawer ****** Paylel dishwasher was not working. The tenant said he only checked the bottom drawer because it was beeping and they had to pull the breaker because of the noise. In January it started beeping again. This time it was the top drawer. I called about 15 times and they wanted me to pay a service fee again and I said no so they finally sent a man out to check it and wanted me to pay the $821.91 again and I said no. The top drawer needed the same repair as the bottom drawer had. I asked why didn't you check both drawers when you came the first time.This was not a cheap dishwasher. I ended up having to throw it away and buy another one. I am asking for a full refund.I contacted the office and spoke with *** numerous times and finally spoke with ****** to no avail. I went to the ***************** to find the owner because they would not tell me and I sent him an email about this and got no response.

  

  Business Response

  Date: 04/02/2025

  Ms. *********** we appreciate that youve taken the time to reach out to us again.  This service has been reviewed by office management as well as our service manager.  As weve stated previously, a refund of a repair that you authorized 6 months ago is not appropriate, just as it was not appropriate in January when we had our technician return to your appliance free of charge for a courtesy assessment. We accept no responsibility for your decision to throw your appliance away and/or purchase a replacement. 

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  **** **********
  
   
  

• Initial Complaint

  Date:02/13/2025

  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.

  Company was sent out to repair my dishwasher under manufacture warranty. The oem part they replaced it with came with a 1 year warranty. Part failed in 11 months and now they tell me since it was a warranty claim and that since i didnt pay for it myself that they would not cover it. They were the ones that ordered the oem part that comes with the 1 year manufacture warranty.

  

  Business Response

  Date: 02/13/2025

  In response to complaint  # ********

   

  The customer in question had manufacture warranty service completed by Solar on February 22, 2024. The manufacture warranty period for most major manufactures covers repairs for the first 12 months of ownership. This does not cover parts installed during the warranty period for an additional 12 months as our office has tried to communicate to this customer. The customer's unit is now out of manufactures warranty and is the responsibility of the customer to have the unit *********************** as needed. 

   

  Further all parts sold by and installed by Solar are covered for the life of the unit. This customer has only had manufacture warranty service completed by Solar. The customer has also made claims on other platforms that we have returned the parts replaced under manufacture warranty (in 2024) for credit to sell again which is also false. 

  We consider this matter closed as the customer has declined to initiate **********************.

   

• Initial Complaint

  Date:02/13/2025

  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.

  12/30/2024 - Called Kitchen Aid company to report our 4 year old Kitchen Aid Refrigerator stop cooling both the freezer and refrigerator. We were instructed to call for a service repair company to fix the issue and will be covered if under warranty. 1/2/25 - Called Solar Appliance Company, Metairie, LA to schedule an appointment for 1/8/2025 first available. Had to pay $225 to schedule the appointment without even knowing what was wrong with the refrigerator. 1/8/25 - Repair person said the compressor needs to be replaced and did fall under the warranty. However, he had to order a new compressor. 1/16/25 - Changed to new compressor but never worked so had to reschedule for another visit. 1/29/25 - This scheduled appointment was cancelled by Solar Appliance even though we took off of work and waited all day for a repair person. No phone calls. Our appointment was rescheduled to a day we did not even know about since we were at work that day. 2/4/25 - Repair person is saying the Coils needs to be replaced and new coils had to be ordered. 2/11/25 - Coils changed but still our refrigerator is not working/cooling. Called Solar Applicance after the repair person left around noon to report that it was still broken and needed to talk to the owners Corrine or Tony. No reply phone calls received that day. 2/12/25 - Called around 9:00am to speak to one of the owners to report that our refrigerator was still broken and we paid $225 for nothing. Still no response or reply from any of the owners or anyone from the company returning our phone calls or trying to resolve our broken refrigerator problem that is covered under warranty. Even the repair person Harlin stated on the phone that he needed jobs that were COD (Cash on Delivery) and I guess he is not getting any cash on our under warranty broken refrigerator. We just want our refrigerator fixed or replaced. We paid $225.00 and not getting response back from the company especially the owners. Please help

  

  Business Response

  Date: 02/13/2025

  Thank you for reaching out and sharing your experience. We understand how frustrating it must be to deal with a non-functioning refrigerator, and we truly regret any inconvenience you have faced during this process.
  To clarify, our service process for units that are out of warranty is to collect a service charge that covers our technician’s assessment and diagnosis of the appliance in question.  Once it was determined that your refrigerator’s limited warranty covers the repairs needed, we handled all appropriate updates to ensure no additional funds needed to be collected from you. Once the warranty status was verified, we proceeded with the necessary repairs as directed by the manufacturer, including replacing the compressor and coils. Unfortunately, appliance repairs can sometimes require multiple visits due to unforeseen complications, part availability, or additional issues that arise after an initial repair attempt.
  Regarding your request to speak with the owner of the business, your request was sent to our Operations Manager the afternoon of 2/11/25, as they are the representative that is both knowledgeable and well equipped to address your concerns and assist you. Our records show that they reached out to Tel ending **** and left a voicemail message at 2:39PM 2/12/25 and immediately after at 2:40PM was able to reach **** ***** at Tel ending: ****.  She was able to express her concerns regarding scheduling and service which were received and retained to review for any potential process changes to be implemented on an internal level. The result of the conversation was an appointment for our technician to return on the day of your choosing.  The 17th was requested and an appointment listed on our schedule for the technician to return and service the appliance. 
  Today however, the conversation you had with one of our call agents indicates you asked to cancel the service appointment, and the Desired Settlement’ listed above as “Replacement.”  As an appliance repair company, we do not have the authority to demand that a manufacturer replace a consumer’s appliance.  This request would have to be addressed with the manufacturer directly.  Should you wish to reconsider, and have Solar return to resolve the repair, please contact our office at ###-###-####.

  Customer Answer

  Date: 02/13/2025

  [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 22933188, and agree after contacting BBB and having Whirlpool call Solar Appliance directly trying to find out what happened. The owners of Solar Appliance did not return my call as requested which was very disappointing regarding it is their company!  However, I did appreciate Jason the Operations Manager returning my call and being very receptive to our frustration regarding our broken refrigerator!  The only item pending now from Solar Appliance is a copy of the Invoice dated 1/6/2025 for the amount of $225.55 for services paid to diagnose the broken refrigerator.  This request is from Whirlpool company.  I did include Solar Appliance in my email notifying Whirlpool that I am pending this invoice from Solar.  I also called Solar Appliance requested this specific invoice be emailed to me too.  Once we receive this requested invoice we can close this file.  I cancelled the repair appointment because it is no longer needed since Whirlpool is taking over the repair of my broken refrigerator.  But I still need the invoice of $225.55 from Solar Appliance.  Again thank you Jason for returning my call but please email me the requested invoice. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/15/2025

  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.

  January 9th, 2025 $151.56 Diagnostic assessment of broken washing machine/ repair if possible A technician was sent out who refused to even look at the machine because it was partly taken apart and pulled away from the wall as my brother and I were trying to figure out the ********** work was done, and they refused to refund me because the technician stepped foot on my property.Their attempt to resolve the problem was to offer to send a new technician (several days later) but I had already called another technician who was more than happy to work on my machine as is and scheduled him to come. I no longer wish to do business with this company, either. Their technician and administrative staff were very rude to me on the phone. This does not involve advertising, except that they did not mention the machine not being hooked up would cause them to refuse service.

  

  Business Response

  Date: 01/15/2025

  In response to complaint #********
  Thank you for sharing your feedback. We take all customer concerns seriously and appreciate the opportunity to address your experience.
  Our review of the recorded calls confirms that our communication regarding the service charge was clear. Specifically, our call takers informed you on two separate occasions that the service charge would be non-refundable once the technician arrived on-site. This policy ensures transparency and consistency for all our customers.
  During the scheduling process, you mentioned that your brother believed the issue might be related to a switch. However, at no time was it disclosed that the unit would be disassembled and located outside, which significantly impacted our ability to provide the diagnostic service. For safety and liability reasons, our technicians cannot work on equipment that is not in its manufacturer-specified state.
  To resolve this matter, we offered to send a technician back at no additional charge once the unit was returned to its proper configuration.
  We are committed to providing professional and reliable service to all our customers and appreciate your understanding of our policies. If you have further questions or wish to discuss this matter, please feel free to contact us directly.
  Sincerely,
  Solar Refrigeration & Appliance Service ****

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is of no help to me. Once again, I was not informed of any specific state the machine needed to be in for it to be worked on. And I cannot be expected to work with a company that has treated me so poorly. I think it is bad business to take someone's money, refuse to do the work, and speak rudely to them about it.
  
  Regards,
  
  ******** **********
  
   
  

  

  Business Response

  Date: 01/16/2025

  It is expected that when a customer requests ********************** for an appliance, the appliance should be in its original, intact state. If a customer disassembles the machine themselves and is unable to reassemble it, it creates a safety concern because improper handling or tampering could place the technician's life in danger. Attempting a repair on an electrical appliance should only be done by those confident in their skills. 
  
  It is unfortunate that when requesting service the customer did not disclose  that they had disassembled the machine and could not get it back together. 

   

  We consider this matter closed. 

  
  

• Initial Complaint

  Date:01/10/2025

  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.

  On 6/11/2024 I paid a total of $1,338.55 to Solar Appliance Repair for repair 3 appliances: a ** washer, a Maytag dryer, and an ice maker in a Whirlpool refrigerator. The ** washer required replacement of the water pump. The new water pump that Solar installed was defective and leaked onto the floor of the laundry area/bathroom, penetrating the floor and wall between the laundry area/bathroom and bedroom. The leak caused the oak flooring in the bedroom to turn black. When the wall between the bedroom and bath was opened, the sub-flooring and bottom plate of that wall were found to be sodden and blackened from the leaking washer. Black mold was found inside the central wall between the two rooms.The Solar Technician returned on 10/23/2024 and discovered the defective water pump. The leak that was the subject of the original service call in June was not repaired but actually worsened by the installation of a defective water pump.Multiple calls were made to Dicey at Solar Appliance, purported to be the Service Manager. No Solar representative responded to any of the multiple phone calls and voice messages after 10/23/ 2024.Damage remediation began 11/4/2024 at a cost of $800.00. Repairs to the laundry room/bathroom tile floor, bedroom oak floor, and mutual walls remain incomplete as of 1/10/2025. The replacement sub-floor is visible through the open patches of flooring. There are sheetrock patches on the walls with no taping, floating, or paint. The oak floor requires patching. The materials are not readily available because the flooring is over 25 years old.Solar has effectively denied any responsibility for installing a defective water pump. Solar has made no offer of compensation for the damage.I have numerous photos of the damage, a video demonstrating the leak in the water pump, and I retained the defective pump.

  

  Business Response

  Date: 01/18/2025

  In response to complaint id# ********
  
  We received request to service three appliances at this home and made an initial trip on June 12, 2024 for diagnosis. We returned on June 19, 2024 to complete repairs on all units.
  
  No communication was received from the consumer for four full months until October 21, 2024 at which time we sent a representative back as a courtesy at no additional charge.
  When our representative arrived on site to assess the situation, we found the manufacture supplied water valve showed signs of fault and would leak behind the solenoid assembly only when the washer was requested to fill which was thoroughly documented. We advised the customer that the manufacture would warranty the part, and it would be replaced at no additional cost.

  We want to clarify that Solar Appliance Repair does not manufacture any of the parts used in our repairs. We source replacement components directly from the respective appliance manufacturers. In this case, the water valve installed in your GE washer was supplied by the manufacturer. Upon discovering the defect,we promptly assessed and documented the issue.
  

  While we understand the inconvenience this caused, any concerns related to the quality or functionality of the defective part must be addressed directly with the manufacturer. Solar Appliance Repair facilitates warranty claims with manufacturers to ensure defective parts are replaced at no additional cost to the customer, which we did in this instance.
  

  Regarding the additional damages, while we empathize with your situation, Solar Appliance Repair cannot assume liability for damages resulting from manufacturer defects. Photos obtained on return show the defect on the manufacture provided valve. 

  Solar Refrigeration & Appliance Service ****

• Initial Complaint

  Date:10/23/2024

  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 paid Solar $228.95 to repair my washer. The tech diagnosed the problem as a faulty Rotor Position Sensor. After the replacement the machine failed to perform the spin cycle, the sane error code. Later two techs came and said that the problem was with the clutch and not with the sensor.The cost to repair would be $1,451.46, too much for an old washer. That afternoon my wife and I purchased a new washer. I paid $228.95 for a failed repair resulted from an incorrect diagnosis of the problem. I am requesting a full refund of the $228.95 for the cost of the wrong repairs.Solar has not returned my phone calls, responded to my email or my US Mail.

  

  Business Response

  Date: 10/23/2024

  Hello Mr. ******* Thank you for reaching out to us. Our records indicate that the refund you have requested (******) has already been reviewed by our service manager and approved. *********** indicates that a check in that amount has been set to deliver no later than 10/28. We appreciate your email and its candor, and as you put it in your message, we also look forward to doing business in the future.  Best Wishes!

• Initial Complaint

  Date:10/23/2023

  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 have a Whirlpool washing machine..on 10/13 I contacted customer ********************** because the lid was locked. The 16th, a technician came and just assessed the situation (he was not told to repair)..the next day, called and was told the price and labor...agreed..customer ********************** said that it will be this week (no set day)Each day we call and the response is that "someone will be in touch"Today the 20th, we call and escalate to a manager. Now..we are told that the part has NOT been ordered because the labor MUST BE PAID BEFORE ordering the parts. We have called for over a week and NOT ONE REP stated that information. Every day we have called a few times and NOT ONE PERSON MADE THAT DISCLAIMER ...I have never paid for services upfront...consultation..yes...Pay for a job not done..NO..Paid the service fee and still did not receive a day that my machine will be fixed.I WANT TO SEE THIS POLICY....because at this point. This company will never earn my business again nor my recommendation.

  

  Business Response

  Date: 10/31/2023

  Hello, ****************. Thank you for sharing your thoughts with us. Regarding your service ticket, we can certainly agree that effective communication is paramount.  While our standard practice would typically be to have ************** explain any costs associated with the repair to our customers, the concession provided by the manufacturer may have complicated his information regarding what would be covered. In this case, the manufacturer has agreed to cover the cost of parts leaving only the labor costs as your responsibility.  It has been standard practice for Solar to collect funds upon a customers approval to proceed with the quoted service.  We see that you have already processed your payment for this job, parts have been ordered and we have you scheduled for service today. We look forward to having this service completed for you.

  Customer Answer

  Date: 11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The washing machine is still not repaired. Your company has come and the parts ordered were not correct. Now more parts are ordered and I am on hold for another week or more. This is not ok.

  Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 11/17/2023

  Solars response to this complaint has not changed. A replacement part for the repair was ordered as needed due to the factory board provided being faulty on installation. The manufacture has provided a replacement at no additional charge and the repair attempt is set for Friday November 11th in hopes of completing this repair for the consumer.

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Dear Solar...this is 11/17/2023 and your company came and this machine was not fixed and more parts needed to be ordered. On Monday, the 13th, a technician came and ASSUMED that noone was home due to there not being any cars. He DID NOT even knock because if he did, he would have been able to enter. We made arrangements AGAIN. A technician is to come out this evening. Prayfull that my machine is fixed..being that your company has Already been paid.and it is shown that your company is in no rush to resolve a broken machine. I am paying out of pocket to wash clothes. So I am not satisfied until your company can communicate and repair
  

   

  ovide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 11/27/2023

  Our stance on this matter has not changed. We show that information was given to the customer on our technicians return that per the manufacture they have experienced a rash of control boards that have left their facility without update resulting in this ongoing issue. We show alternate resolutions to resolve this matter were provided and the matter closed. If the consumer still requires Solar's involvement in this matter, we would request that they contact our office directly.

   

  Thank you!

• Initial Complaint

  Date:09/25/2023

  Type:Customer Service 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.

  On 30 Aug 2023, I call Solar Appliance to ask if they were able to repair GE appliances; this case a refrigerator/freezer. Solar Appliance stated they were. Solar Appliance assigned me job # ******* The following day, a technician showed up, evaluated the appliance, was not sure of the exact problem. Technician had difficulty looking up GE appliance troubleshooting procedures. The technician guessed I needed a new main control board and two thermistors. I was charged $125.81 for the visit and $565.89 for parts for the 22 month old appliance. The technician returned on 8 Sept 2023 with parts, replaced the parts and told me to wait 24-72 hours to see a difference. I called back on 11 Sept to explain repairs did not work. Technician returned on 19 Sept with another thermistor. The technician upon further review stated I needed yet another part, but that part would be covered by the GE factory warranty. He stated I needed to call GE. I immediately called GE. The moment the technician saw I was calling GE, he could not leave fast enough. So fast, he left the part he said he would replace (thermistor) on the countertop. I would have expected the technician to stay and answer any technical questions GE had for me. The technician also left a brochure behind for Solar Appliances. I have call Solar Appliances back on 19, 20 and 21 Sept 2023 to speak with the manager. The manager has failed to call me back for a week. The issues: 1. Solar Appliances is NOT an authorized GE appliance repair company. Solar Appliance’s own brochure does not state they repair GE appliances. This explains technician’s trouble with getting GE factory information. GE also stated Solar Appliance is not an authorized repair company. This also explains the technician’s hasty departure. 2. I paid for parts that do not work including one part that was left behind by the technician. 3. Solar Appliance management refused to provide common curtesy and customer service.

  

  Business Response

  Date: 10/03/2023

  Hello *** ******.  Thank you for taking the time to share your thoughts with us. Regarding the issues you’ve stated below, we did want to clarify that we are in fact authorized to handle GE appliances, including warranty covered units, and have a Servicer ID designation from GE to reflect this status. If anyone has told you otherwise, we can undoubtedly say that is incorrect.  While our Service Managers are often in the field, which could delay their timeline for customer calls, we can agree communication on that end should have been paramount. We do however show that he has tried to reach out to you to offer available repair solutions without success.  Since we have not heard back from you, we will process a refund on this incomplete repair and consider the matter closed.  

  

  Business Response

  Date: 10/19/2023

  As stated in previous complaint by this consumer - our management team had tried to reach out to this customer to offer repair solutions with no success. All funds in questions were refunded to the consumer and we would urge the consumer to contact his financial institution if the funds are not returned to him at this time. Solars response to this original claim has not changed and consider this matter closed. 

   

  Customer Answer

  Date: 10/20/2023

  [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 20651741, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/06/2023

  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 August 16th, ************ came to my home to work on my refrigerator and was adamant that the fan motor was bad. My wife pointed out that the seal around the icemaker inside the refrigerator was not sealing properly and icing around the seal. ***** said that the fan motor replacement would resolve the issue. ***** came back to install the new fan motor and told my wife that the refrigerator should work fine. The fan motor ***** replaced did not solve the problem and the Service Manager ******* determined the control board was bad. ******* came today to try to install the incorrect part. It should not have taken 4 visits from Solar Refrigeration to attempt to repair my refrigerator. I am still not guaranteed my refrigerator will be working. I have asked *****************************/Ops Manager to have the owner of Solar contact me on multiple occasions. The time involved has caused my household to loose additional food since Solar did not fix my refrigerator properly the first time. I expect Solar to compensate me for the cost of lost food since they did not repair my appliance in a timely manner. If the control board replacement does not correct the fact that my refrigerator is not cooling, I will also expect Solar to replace my refrigerator at today's cost.

  

  Business Response

  Date: 09/06/2023

  
  Hello, *********************  Thank you for sharing your thoughts with us again. The issue with the refrigerator not cooling as designed was due to the fan motor.  The technicians replaced the mechanical components (fan motor), when that didnt resolve the issue the electrical components (control board) that govern the mechanical components were replaced to resolve the issue.  Unfortunately,during a repair process it is common for a technician to make more than one attempt at a repair of a product.  To be clear, our Service Manager did not deliberately come to your home with the intention of installing an incorrect part, an incorrect part was inside of the correct parts box.  This issue was brought to our distributors attention and made right with the replacement of the part we ordered, and the technicians same day return to install and complete the repair.  Concerning the ice that was built up around the icemaker hatch, this was likely caused by condensation of the warmer air on the inside of your refrigerators cabin collecting and freeing when in contact with the colder area around the hatch.  This too should be resolved by the replacement of the control board that governs the fan motor and allows the cooling of the refrigerator cabin.  Your request to speak with the owner of Solar was passed on and Im glad to see they were able to respond to your email last night.  As ***** had informed you during your conversation, Solar will not be responsible for any compensation for food loss, or the replacement of your appliance. If this is the desired outcome, we would recommend you reach out to the **************** you purchased coverage with for resolution.

  Customer Answer

  Date: 09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [My refrigerator is still not fixed. Solar Refrigeration has now changed two parts. The first part they changed was the fan motor which "***** L" assured us would solve all problems. After requesting a call from *****, and his supervisor, ******* came to my home. ******* explained to me that there were several fan motors. When I asked ******* how ***** could have missed that the control board was also bad, he had no explanation. ******* has now changed the control board. The gasket around my ice maker needs to be changed, and my refrigerator is still not cooling properly. ******* instructed us to wait 24 hours after the control board was changed. 24 hours have passed. and the inside of my refrigerator is at 48 degrees. It has only come down two degrees since I checked this morning.]
  
  Regards,
  
  *************************
  
   
  

  

  Business Response

  Date: 09/17/2023

  Our response to this claim has not changed. Service for this customer has since been completed and all documentation provided to customers home warranty company. 

  

  Business Response

  Date: 09/18/2023

  Again, our response to this claim remains the same. Our service manager ******* returned to this customers home to find the customer is taking the temperature reading of the unit inappropriately. All documentation has been provided to the customers warranty company and is up to the customers warranty company whether any more parts will be replaced. This is not a decision that Solar refrigeration can make on the customers behalf. Any further matters are between this customer and his ************* protection plan. This matter is closed to our organization.

• Initial Complaint

  Date:09/01/2023

  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.

  On August 30, 2023, I made an appointment with Solar Appliance to repair my Bosch dishwasher on August 31. I described the problem in detail to the person on the phone. An appointment was made for the next day. I was requested to pay an initial deposit of $147.70 as an initial deposit, and was told this would be used to cover the costs of the repair. My credit card was billed $151.89. Apparently there is a 2.7 percent charge added for credit cards.On August 31, the repair person, ****************, called at 12:47 pm and said he should arrive in 30 minutes. He also asked for the model number of the dishwasher to verify he had the correct part to repair it.The repair person arrived at 1:45 pm. He looked inside the dishwasher and said water was trickling from the inlet valve. He said the cost to repair was $436.80. He did not itemize the cost. I said that was half the cost of a new dishwasher. He said costs were going up. I said he could go ahead.He quickly disconnected the dishwasher, pulled it out from under the counter, and installed the new part. He pushed the dishwasher back into place, reconnected everything, and tested the dishwasher. The new part appears to have fixed the problem. He presented a non-itemized invoice for $289.10 for me to sign and paid by credit card. By 2:15 pm, he was gone, being onsite for 30 minutes.After he left, I received the complete invoice which showed a labor charge of $345.70, a parts charge of $39.68 and a $15.00 "Other" charge.My credit card was again billed $297.37, another **** percent this time.So the hourly charge for labor was almost $700.00. I contacted ***** to ask about the labor charge. I was told that *****'s labor charge is $200 per hour.At this rate, plus the cost of the part, the total service and parts should have been covered by the initial payment.There also were an unexplained "Other" charges of $15.00 on both invoice

  

  Business Response

  Date: 09/01/2023

  Hello **********************, thank you for taking the time to share your thought with us. While we are certainly glad to have the opportunity to have you scheduled for next-day service, and repair your appliance in a single trip, there are some points you've raised that We would like to clarify. Firstly, the service charge our call agent collected to reserve your appointment was explained to be applied to the cost of parts and labor if any parts needed to be replaced. It was also explained that there is a card processing for any card payments, and they provided the total with that figure included for you. A copy of this recording has been attached for your reference.  Secondly, regarding the invoice you've referred to as "non-itemized," that document is in fact itemized, it simply only has the one part needed as a line item and the remainder of the charges shown towards the bottom of the document, which you signed.  And lastly,concerning our labor rate, We do not charge an hourly rate for service. We refer to a national pricing guide that factors in the brand/type of appliance and the part being replaced.  Whatever figure the Bosch provided for you does not designate what Solar, a separate entity, charges for our services. While we are aware you were about to speak with our Accounting Manager earlier today, if you have any further questions you are welcome to reach out.