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:05/17/2024

  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.

  Dear BBB,I am writing to file a complaint against Broussard Appliance Service and Epic Protect. On May 9, 2024, I contacted Epic Protect to file a claim to repair my washer and was referred to Broussard Appliance Service to order the necessary parts. I was informed by Broussard Appliance Service that they had ordered the parts and scheduled a technician to come back on May 17, 2024, to install them.When the technician, ****************, arrived at my home, he attempted to remove the old parts but encountered several issues. After an hour and a half of trying to remove the parts, he stated they were frozen and could not be replaced with the new parts. **************** then informed me that my washer was unrepairable and needed to be replaced. He mentioned that the cost of additional parts required for repair would exceed $500, more than the cost of the washer itself.It has now been nine days, and I have already spent $30.00 at the laundromat due to the lack of a functioning washer. Despite my repeated requests, Broussard Appliance Service has refused to forward the repair estimate report to Epic Protect. As a result, Epic Protect cannot settle my claim without this report. I cannot understand why Epic Protect refuses to contact Broussard Appliance Service directly, despite having been provided with their phone number.I feel I am being given the run-around by both companies. I was sold a washer that failed within three yearsa Maytag, which I believed to be a top brand. This situation has cost me time off work and money, with each load of laundry costing $6.00 at the laundromat.I am requesting your agency to investigate this matter. I seek a replacement washer and reimbursement for the money I have spent at the laundromat. **************** of Epic Protect has stated that he will reimburse me and replace my washer to rectify my complaint.Thank you for your assistance.Sincerely,***************************

  

  Business Response

  Date: 05/22/2024

  The report has been submitted to the warranty company affiliated with this claim. They will be in contact with the consumer.

  Customer Answer

  Date: 05/26/2024

  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.]

   

  Dear Better Business Bureau:

  
  This is in response to the company's reply. I would not have filed this complaint if Broussard Appliance Service had turned over the report to Epic Protect to resolve the issues with my claim. Broussard Appliance Service has done nothing but hold my claim hostage.

  
  They initially came to my property and ordered parts to fix my washer, but that did not happen. On May 17, 2024, when the repair technician returned to my home to install these parts, he informed me that he couldnt remove a part from the machine because it was frozen. The technician stated that he needed to also replace the basket and tub on my washer and left without installing the new parts. To make matters worse, the technician took my washer apart and left it in disrepair.
  When Epic Protect, the warranty company, sent a new repair company to my home to inspect the washer, that technician stated he couldnt do any repairs because his company could be held liable and sued. It has now been seventeen days without a working washing machine. It has cost me sixty dollars to go to the laundromat to wash my laundry. I have dealt with repair companies in the past and have never experienced anything like this.
  Every other repair company has always provided me with a copy of the repair report detailing the work being done. When I asked Broussard Appliance Service to submit a copy of the report, they refused and only gave me one report showing the basket and tub, with nothing on the other parts they had already ordered that were to be installed on May 17, 2024. This is unbelievable and unacceptable.
  Thank you for your attention to this matter.
  
  Regards,
  
  ***************************
  
   

  
  

  

  Business Response

  Date: 05/29/2024

  All reports have been submitted to the customer's extended warranty company. The extended warranty company informed that unit is being replaced according to **************** at Epic Protect Warranty. The claim has been closed by the extended warranty company.