ComplaintsforTwin City Appliance, Inc.

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  hello I called this business to service my stove through my Lowe's protection plan .The first appointment was cancelled and instead he came out on November 22,2023 .He didn't work on the stove at all only stayed two minutes . when I called Lowe's to get a refund . Twin City had charged mostly the full contract amount of 134.00 .For work that was not even done .they never told me that any service charge would be that amount . He only said I'm going back and charge the insurance anyway so they will pay me a claim . I want some of my money back thank you

  

  Business response

  01/01/2024

  This customer purchased an extended warranty contract with Assurant that Lowes sold to her at the time of service.  
  

  We received an electronic dispatch from Assurant 11/16/23 at 11:01am.  At 11:09am on the 16th, *****, our dispatcher spoke with the customer and scheduled it for 11/20/23 between 10 and 2.  Our service tech, ***, was out from the 19th to the 21st with the flu.   ***** notified her 11/20/23 at 8:07 that the tech was out and rescheduled for 11/22/23.  *** made the house call on 11/22/17 and found that the unit was not malfunctioning at the time of the service visit. 

  Lowes and Twin City Appliance are not parties to the private contract between the customer and Assurant. We do not have a copy of that contract have no idea of the details within it.  Her complaint seems to be with the terms of that contract.
  

  We have a subcontractor contractor agreement with Assurant that covers any diagnosis trip for the base fee of $120 plus sales tax of $9.75, if they electronically send the dispatch and we make the call, we are paid.
  

  They dispatched it, we made the trip, Assurant paid us $134.75.
  

  Customer response

  01/02/2024

  yes I had a contract with Lowe's/ Assurant the problem is Everytime twin City would come out to do a job they wouldn't do it . I've called them before in the past and the same response each time .The tech never wants to do his job yes the unit was working I'll admit that but a lot of it has to do with the customer service is bad .As far as the contract yes I cancelled it because if the service is that bad I don't want any part of a contract with a company who doesn't care .I asked for my back from Lowe's / Assurant but I was told they had to pay the 134.00 to twin City so the money I spent on a three year contract was gone .It's like it's easy money they come out whether they are going to fix it or not .Charge the insurance 134.00 just to come  which is money we paid in our contract. But that's ok I won't bother with them I'll use someone else case closed .

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Twin city came to my home on 6/9/22 for a service call on my washing machine. The tech never touched the device and immediately began telling me why he could not complete the service call… first was a tool he needed, then a tool etc, all without ever laying a hand on the machine. Everything was based off my description which I told the receptionist at the time of scheduling. I reported my complaint to the company immediately and was told they apologized, the tech was prob right a part was needed and they would order and call back. I never heard from Them again Until recently when they are now charging $137 for a service call. No work Was done or even attempted. I do Not owe this debt because the service tech never attempted to diagnose my problem and I subsequently fixed myself without the reported tool Or part he stated was needed. I can provide emails upon request.

  

  Business response

  08/28/2023

  Ms. *** called in 6/6/22 and scheduled for 6/8/22.  The tech was there 6/8/22 and found black stuff all over the tub itself.   He took a picture of the model/serial tag (which is inside the machine).  The tub is no longer made and not available.   The unit needed to be disassembled and cleaned by hand.   To remove the tub, we have a tub pulling tool that separates the inner and outer tubs.   The schedule was full for that day and he wanted to schedule another day and allow enough time for disassembly.   ***** from our office called her  6/9/22 10:28.   She reported:  The customer doesn't want to reschedule,  She said to CLOSE OUT TICKET.   We did on 6/9/22 and billed her for the service call.   I received no emails from this customer.  There are no additional phone calls on record.  We sent several bills and called and left a message on 12/22/22 (left vma with 12/9 as date to call by... also sending bill in mail with above).   We still did not receive a response.  This is only response that we received, after we turned the debt over for collection.

  Customer response

  09/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The response is wrong. I have provided documentation that I emailed the owner immediately after the "supposed service call" so their response is inaccurate as I also provided documentation of where she responded.  I also find it interesting per their own documentation the service was conducted in 14 mins.  That tech would have to be super efficient to arrive onsite, perform an inspection, diagnose, determine the part and then research if available.  Again, wasn't how things happened.  Lastly, I think it important I again mention that as I previously reported and Twin city has listed in their documentation, the entire service call was due to black sediment in the tub.  Shouldn't the tech have come with the appropriate tools 
  to complete the job?  

  I'm at a loss where we go from here.  I have exceptionally good credit and hate the idea of a negative record being recorded to change that.  However, I stand firm that the amount is not due and as a matter of principal, I will not pay what is not owed.... even though it would be much easier to just pay the invoice.  Doing so validates Twin city's business practices and I will not do that and encourage them to keep taking advantage of customers.
  Sincerely,
  
  ****** ****** ***

  

  Business response

  09/05/2023

  I would be willing to reduce the house call to 1/2.  The total due would be $68.16.  

   

• Initial Complaint

  02/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/14/23, I spoke with the warranty line for Lowe's to set an appointment for my Maytag washer to be fixed. An appointment was set for 2/17/23 8a-noon, however, while still on the phone, I asked to have the appointment switched to the afternoon window of noon-5p which the person obliged. I received email confirmation. On 2/17/23, I waited at home for Twin City. I even called the warranty line again to confirm that my appointment was still for 2/17/23 noon-5 which they confirmed & stated that it showed as accepted by Twin City. I waited from noon to approx. 4:55p. No one showed up, so I called Twin City. The lady I spoke with insisted that the appointment was cancelled & said she would send screenshots showing where the appointment says cancelled. She stated the call number that she says she saw & it matched the call number for the morning appointment that was cancelled (which is correct). However, whenever I told her the call number for the 2nd appt that was scheduled same day that I also received the confirmation email for, she stated that when she searched for it, there were no search results coming up & that she would send a screenshot showing that also. She then said they were booked through the following Wednesday & suggested I call the warranty line back. I never received any screenshots from her to prove anything. However, I proceeded to call the warranty line back & again they confirmed that the appointment that Twin City did not show for showed as accepted by Twin City. I asked for a different provider that could service my washing machine because this experience was VERY unprofessional & no one has time to waste leaving work for no one to show. There is no other provider so I had no choice but to reschedule for the following Tuesday which they stated was available although the lady I spoke with at Twin City stated they were booked through Wednesday. I know others that have used Twin City & had a bad experience, somehow I thought mines would be different.

  

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2023/02/24) */ Contact Name and Title: ***** ********* Contact Phone: XXXXXXXXXX Contact Email: ***************@twincityappliance.com This reply contains information copied and pasted from Assurant (Lowes 3rd party operator) and our computer records. We received this canceled dispatch from Assurant as copied from the website: XXXXXXXXDF ASSURANT SOLUTIONS Washer Error code F8E1 02/17/2023 Cancelled ********* ***** XXXXX (XXX)XXX-XXXX We then received a 2nd canceled dispatch from Assurant as copied from the website: XXXXXXXXDFb ASSURANT SOLUTIONS Washer Error code F8E1 02/17/2023 Cancelled ********* ***** XXXXX (XXX)XXX-XXXX We then received this dispatch scheduled for 2/21/23. XXXXXXXXDFc ASSURANT SOLUTIONS Washer Error code F8E1 02/21/2023 Accepted ********* ***** XXXXX (XXX)XXX-XXXX This call was ported into our software automatically on Friday, February 17 at 5:30 PM. We were closed at the time. On Monday, 2/20/23 9:58 LG: called to sched ... no answer, left vma. Ms. ***** returned our call on 2/21/23 8:11: Job created by LG, Schdld for 2/21 TUE 10-2 MP. Our tech made the house call 2/21/23 12:40: MP there 2/21 TUE, 12:21 to 12:35, Need housing ; ordrng 1 (Housing). We received the part 2/23/23 14:36 PC: chckd in a W11396714 (Housing); all parts now checked in. 2/24/23 11:06 LG: called cust to let her know her part was in, no answer, left vma I understand Ms. *****'s frustration, but we have no control over the information that Lowes, Assurant or any third-party gives out regarding our schedule. They have NO information of all of the other calls from other sources on our schedule. I don't know what they see on their end, but I think that it just shows that we are open. We cannot run a call on a canceled dispatch because we must do all billing on that dispatch. If it is canceled, we cannot get paid for our parts and labor. ***** spoke with Ms. ***** and her cell phone shows that she texted this information to Ms. ***** at her phone # ending in **** as requested. The dispatch that was sent over correctly stated service was scheduled for 2/21/23. We made the call on 2/21/23. I certainly apologize for any misunderstanding, but I feel that we have done a good job of taking care of this customer's repair. I think that her complaint should not be against us, but the third-party that sent the dispatch over 2 times incorrectly causing the delay in her service.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 07/21/21 I had a technician come out to diagnose my refrigerator it wasn't getting cold. They told me the compressor needed to be replaced. I paid the service charge of 104.14 and I agreed and I told them to order the part, They came bout and put the part on I paid $606.94 I called them the next day and told them the refrigerator was still not getting cold they said the compressor was faulty that came from the manufacture and they had to get another one. they came out again replaced it and the refrigerator was still not getting cold now they claim its another part. I told them I wanted some of my money back since they diagnose the issue wrong the lady on the phone said she had to talk to her boss never called back I feel that I was taken advantage of because of my age. To have a customer spend 606.94 and still have the same issue is ridiculous and I feel this is taking advantage of the elderly.

  

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/09/08) */ This unit is actually an LG sold under the name Kenmore. The compressor was bad and we have replaced it 2 times. When the compressor went out, it took out the board. We have ordered the board at no charge to Ms. *****. It is coming Illinois and should be here in a couple of days. As soon as it arrives, the ******* manager, ****, will come and install it. There will be no charge to Ms. *****. I have left messages for her to call us back, but have not been able to speak with her yet. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response but I would like the claim to remain open until the part is put on and my unit is working. Based off the fact when I previously asked them for a refund and they told me it was the mother board never did they tell me they would replace it for free they told me I would have to pay another charge so please leave my complaint open until the mother board is replaced and my unit is working .

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