Complaints

This profile includes complaints for VIA Appliance Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  VIA Appliance Repair

  2124 Baldwin Ave Crofton, MD 21114-2402

• 

  VIA Appliance Repair

  2138 Priest Bridge Ct Ste 18 Crofton, MD 21114-2463

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:04/22/2025

  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.

  I purchased a KitchenAid Dishwasher, Model KDFE204KPS2, Serial Number *********, from my local Lowes in *****************. In April of 2024. At about the ten month mark it failed and I filed a warranty claim online with Kitchen Aid. The Service was assigned to Via Appliance Repair, who scheduled a ********** to come to my residence on 4-1-25, where they diagnosed a tub failure, ordered a part and left. 4-17-25 a second ********** arrived and began working on the unit only to discover the tub was not the issue, but a leaking fitting was. They tightened the fitting, attempted to reinstall all of the parts they had taken apart and in the process broke one. This rendered the dishwasher unusable. Another part ordered. Another three weeks wait. I called and asked for Customer ********************** only to be given to the call center girl who politely listened but couldnt help. She sent me to Whirlpool, who would not answer the phone at all. At this point I was able to engage an employee from Kitchen Aid on a chat, who told me I was out of luck, my be I. Could go back to Via and ask them for a loaner dishwasher. I have now been without a dishwasher for a month and a half and had one for ten months. I asked for a replacement or refund, but was laughed at. I asked for a Supervisor but was told there was not anyreally?

  Customer Answer

  Date: 04/22/2025

  During the technician's second visit, 4-1-25, his ability to take the machine apart was crude. He mangled the electrical junction box taking the wires out, he over torqued the s**** putting the rack rail back in. These poor techniques have placed strain on the parts, are keeping the machine out of service and put the dishwasher at risk of premature failure in many other part locations as his skill set was not at the level expected of a quality repairman. For an owner who has purchased a major appliance that should have a life expectancy of ten years or more, this type of abuse in the first year puts that at risk. The reason for my request for replacement is that we do not know the condition of any of the other attaching hardware points, which many are steel screw/ bolt into plastic where excessive stress would cause significant issues when coupled with normal use.

  Customer Answer

  Date: 04/23/2025

  I have attached photos of the electrical box that was damaged while repair work was attempted 4-17-25, along with the box containing the tub, left in my living room. This electrical box is damaged from being bent on removal, and its not been re-installed correctly. The box with the tub was moved from the kitchen into my living room. Technician just left it there. The last picture is of the racks that had been removed from the dishwasher while he was working, which were just left on the floor of my kitchen. I am not sure what I am expected to do with the tub, since it wasn't installed nor do I appreciate having to have all of this stuff on my floor for the next three weeks. At this point we know we have a broken rail that has been ordered because technician snapped screw, an electrical box that's been twisted and now is bent with metal touching wires in the wrong place and not securely fastened, unknown hardware that's possible been over-torqued as the s**** that broke and whatever else that has not been found...this is why I would like unit replaced. I can not trust this unit to last for the expected lifetime.

  Business Response

  Date: 04/23/2025

  We appreciate the opportunity to respond to the customer's concerns regarding the recent ********************** visit on their dishwasher.
  Our records confirm that our technician was dispatched after the customer reported the unit was not operating and displayed an F8E4 error code. Upon inspection, the technician verified the issue and found the tub was defective and leaking into the base of the unit. A replacement tub was ordered and shipped directly to the customer, with instructions to inspect the part upon delivery.
  During the installation attempt, one of the mounting bracket screws broke off inside the bracketthis can occur when factory-installed hardware has been overtightened or weakened over time. The technician immediately documented the issue and ordered the appropriate replacement parts: brackets, screws, and upper racks, which are currently pending installation.
  We would also like to address the additional concerns raised:
  Tub Box Placement: The technician placed the tub box inside the home to prevent exposure to weather or risk of theft, as the repair could not be completed that day due to the hardware issue. We regret any inconvenience its temporary placement may have caused.
  Electrical Box: Our technician did not alter or remove any household electrical infrastructure. It is not standard for appliance repair technicians to service electrical boxes unrelated to the appliance itself. If the customer believes damage has occurred, we recommend a licensed electrician evaluate the issue.
  Racks on the Floor: As part of standard procedure, the dishwasher racks were temporarily removed to access internal components. They were safely set aside and can be easily reinstalled.
  We would also like to clarify that our company is an independent service provider. We do not manufacture appliances, hold product warranties, or make decisions regarding unit replacement or refunds. All parts used and repairs performed are in line with the manufacturer's authorized service process. At this time, the unit is considered fully repairable, and all necessary parts are in progress to complete the service.
  We are committed to finishing the repair promptly and ensuring the dishwasher operates to full specification. We respectfully deny any request for replacement or refund, as the service is within standard guidelines and no irreparable defect has been documented.
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23232853
  
  I am rejecting this response because: The explanation of the electrical box is misunderstood by the company, as the electrical box in question is actually the junction box inside the dishwasher where the cord comes into the machine. This box has been damaged by poor maintenance technique, it was taken apart wrong, pried apart with plyer's and its still bent to the point its not properly sealed shut! The mating surface for the wires where they enter the box is bent and will chaff the wires, which could cause a short circuit down  the road... Telling me I need to have an electrician take care of the damage caused by their technician is not acceptable. The information regarding the Tub in the box is misconstrued, the technician left the Tub in the box in my living room floor when he left, with no further need for it, it has nothing to do with weather or theft, he was lazy and did not dispose of it when he was done, he left it for someone else to do. The racks were left out in my kitchen on the floor, a trip hazard, they could and should have been reinstalled inside of the machine before the technician left, not left out and in my way for three weeks.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/01/2025

  The repair has now been completed, and we followed up with the customer to connect them with a supervisor who was able to provide additional support. We remain committed to improving our service and hope that the matter is now fully resolved.

  Customer Answer

  Date: 05/01/2025

   
  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, the claim of the repair being complete is true. The damaged electrical box was repaired by the technician. The unit was run through a test and passed with no issues. The company did push the repair date up and was able to fix the issues sooner than the anticipated date. The new tub is still sitting in my living room in a box...
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/10/2025

  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.

  In January my Maytag washer started to make a ton of noise during the spin cycle. I called my home warranty company, Choice Home Warranty, to file a claim. The technician from Via Appliance Arrived on 1/20/25 to diagnose the problem. He ordered the parts. He told me the washer was fine to use for now as it would not damage anything.The largest part, a plastic tub, was shipped directly to me by ********* (who owns Maytag). The tub arrived in short order in a very large box. I was asked by Via Appliance to check for damage. I could not detect any. They made an appointment for 2/1/25. They called me to say the part they received on their end was damaged. So they needed to re-order.The next appointment the scheduled was for 2/11/25. Due to inclement weather, they rescheduled for 2/17/25. The technician arrived and worked for 2 - 3 hours. He told me the tub Whirlpool sent had a vent hole drilled in the wrong place and could not be used. He said that the machine could not be used. I asked if the old tub could be reinstalled while we wait, he said that could not be done. He did not take the large box with ******** forward to 3/5/25, I was told that after they had received 3 tubs so far (in addition to the one taking up space here since Jan) and all were damaged. Fed-Ex was delivering the next tub by the end of 3/6/25 and it would be inspected the morning of 3/7/25 to see if was ok for installation. Yet, when I called, they told me that had no arrived and they could not give me an ETA. The story changes every time you call depending on which *** answers the line. I asked for a manager, they said one might call in 1-2 business days. For a customer who has been inconvenienced for such a lengthy amount of time, I believe it is a reasonable service expectation for the business to attempt to speed things along. After all, their tech did not inspect the part sufficiently prior to rendering my washer completely inoperable. Laundromats are expensive and inconvenient.

  Business Response

  Date: 03/12/2025

  We truly understand how frustrating and inconvenient this situation has been for you. Being without a working washer for this long, especially due to delays outside of your control, is beyond reasonable, and we appreciate your patience.
  Please know that we are always on the side of our customers. Our goal is to get your *********************************************** as quickly and smoothly as possible. Unfortunately, we do not have control over the manufacturing or shipping processes, but we have been actively working with the manufacturer to get an undamaged part to you as soon as possible.
  We also want to clarify that we do not receive additional compensation for extended delaysour focus is always on completing the repair promptly, as these extra hurdles are frustrating for us as well. To further assist, we have contacted the manufacturer again and extended your warranty coverage to ensure you are not left without a resolution.
  We completely understand the burden this has placed on you, and we are doing everything we can to push this forward. If we receive any updates, we will be sure to contact you immediately. Please dont hesitate to reach out with any additional concerns. I just check on the shipment is showing in transit and stopped in ** (its coming from **) we should have it by the end of the week. I hesitate to preschedule an appointment as we want to make sure the part arrives in good condition. You should hear from our office shortly 

  Customer Answer

  Date: 03/26/2025

  They responded with nothing but a form letter. They have now told me they received a broken part approximately 9 times now. They do not have a solution. This is now Groundhog Day.

  Business Response

  Date: 03/27/2025

  We understand your frustration and want to clarify that this is not a case of inaction or repetition on our end. While it may feel like Groundhog Day, weve been actively working within the limits of the process to resolve this.
  Weve explained the steps weve taken so far, including reordering the part multiple times. As weve mentioned, the part is shipped directly from the manufacturerwe dont have control over the condition it arrives in. Our role is to place the order and notify the extended warranty company, which weve done each time.
  At this point, weve also advised reaching out to the extended warranty company directly, as our hands are tied beyond what weve already done.
  We genuinely want this resolved as much as you do and will continue to support you however we can within our scope.

  Customer Answer

  Date: 03/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to me.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/31/2025

  I would like to provide additional information to the customer that was given to us by our part distributor in case it can assist in a resolution from the extended warranty company.  "we received a response from Whirlpool, and they checked the inventory they had and found 1 that was drilled all the way through so this is a defect from the manufacture. I am checking again with the other warehouses to see if they have the same issue. Whirlpool doesnt have anymore in stock currently, so I am waiting to hear back from ******* and the other locations to see if we have good stock available. I will let you know when I find out more, I do apologize."

  Customer Answer

  Date: 03/31/2025

  I would like to let Via Appliance Repair know that the extended warranty company has agreed to compensate me for the value of the washer/features. 

• Initial Complaint

  Date:01/29/2025

  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.

  VIA was the technican group with Maytag to resolve a problem with my dishwasher. The inital review of the problem, they had the wrong ***lacement part. Parts were ordered and serviced rescheduled. Today January 28, 2025 the tech was to be at my address between 2-5pm. I received a notification that the tech was a "little" behind but would be there. It has been more than 90 minutes and still no tech has arrived. The customer ********************** *** refuses to connect with the tech so NO ETA is available. I have a commitment for the evening and I am stuck waiting for the tech. I asked to reschedule for the following day-customer ********************** refused they want to push for 10 days from now. NOT acceptable. They will not reach the tech and they will not rescheudle for tomorrow. I am being forced to wait for the tech to arrive.

  Business Response

  Date: 02/17/2025

  We sincerely apologize for the inconvenience and frustration caused by the delays in servicing your dishwasher. We understand how important timely service is, and we regret that our scheduling and communication did not meet your expectations.
  Regarding the service delay on January 28, 2025, unforeseen issues can sometimes affect technician scheduling, including extended repair times at previous appointments. While we strive to provide accurate ETAs, there are occasional delays beyond our control. We regret that our customer ********************** team was unable to provide a precise *** and acknowledge that this was frustrating for you.
  Additionally, we understand that the rescheduling process was not as flexible as you needed. We apologize for any inconvenience this caused and appreciate your patience.
  We are pleased to confirm that the repair has now been completed. Please rest assured that we will review our scheduling and communication processes to improve future service experiences.
  If you have any further concerns, please feel free to reach out. We appreciate your business and the opportunity to make this right.

• Initial Complaint

  Date:12/20/2024

  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.

  I have a washer under warranty with *****. This company has fixed the issue 3 times. Today after the technician left, I ran the washer to check it. Yet again, broken! My hallway is covered in water, this is a new issue caused by them. My washer was not leaking before. I called the business and they informed me they can not do anything because the ticket has been closed. Washer is worse off now than it was before the technician came. All I am asking is for a timely proper repair!

  Business Response

  Date: 12/23/2024

  
  Our technicians visited the customers residence three times to address the reported issue with their washer.
  During each visit, our technicians determined that the appliance was being misused in ways contrary to manufacturer guidelines, contributing to the recurring issues.
  Customer Behavior: 
  Our technicians reported instances of aggressive and threatening behavior from the customer, which made it unsafe to continue service.
  Despite offering guidance on proper usage, the customer repeatedly refused to follow our recommendations.
  Service Refusal:
  After the third visit, we informed the extended warranty company that we could not continue service at this residence due to the customers behavior and misuse of the **********************.
  We documented our findings with photos and a detailed report to the warranty provider.
  When the warranty company dispatched us again for further service, we reiterated our inability to assist and requested reassignment to another service provider.

• Initial Complaint

  Date:12/12/2024

  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.

  I bought a refrigerator from ***** that needed service under warranty. They sent VIA Appliance. VIA ordered and eventually replaced the broken part by removing the freezer drawer assembly and left. Months later I noticed ice building up on the freezer walls and frost collecting on the surface of things. I know about appliances. I assumed the new fan was too powerful so I turned it down a bit. That helped. Last week I went away & and came home to find my freezer looking like a winter wonderland, so I figured it was time to get help. The original wty lapsed, so I called a local place who offered free estimates. Without touching it, the tech noticed a gap on the left side of the drawer letting air in. I explained it was serviced before. He suggested I call VIA to fix their mistake, so that I wouldnt have to pay for their service call. So I did. VIA refuses to fix their mistake SOLELY because I called another service provider for help; not knowing that VIA was responsible. No one but VIA has ever serviced this refrigerator. No one but VIA had ever disassembled the unit. No one. Now I have to pay someone else to come fix their mistake, because Im disabled and cannot attempt it myself. Whatever the repair cost, I want VIA to reimburse me. There is zero doubt that this was their mistake. Im not upset that they made a mistake, only that they refuse to fix it. $166.95. It took the technician less than ten minutes to fix their error.

  Customer Answer

  Date: 12/12/2024

  Receipt attached 

  Business Response

  Date: 12/15/2024

  Thank you for forwarding this concern and giving us the opportunity to address the matter.
  The service in question was completed on 6/20/2024, during which we replaced the evaporator fan motor and a harness to resolve a cooling issue. This repair was conducted under the customers Lowes extended warranty, and no charges were passed along to the customer. At the time of **********************, the ********************** was successful, and no further issues were reported.
  The customer first contacted us again on 12/10/2024, approximately six months later, regarding a new concern. By this time, both the original manufacturers warranty and the extended 30-day service guarantee provided under the Lowes plan had lapsed. Additionally, the customer had engaged a third-party ********************************************* to inspect the refrigerator prior to notifying us of the issue.
  While we regret the inconvenience the customer experienced, the involvement of another service provider prevents us from verifying the origin of the current issue or determining whether it is directly related to our initial repair. Given the lapse in time and warranty, we stand by the quality of the service performed on 6/20/2024.
  We strive to maintain high standards in our work and customer **********************, and we take every complaint seriously. We stand by the fact that our repair completed in June is unrelated to this new issue and not a result of our work. additionally, had it been reported within a month or so we would have certainly addressed it is now a new service event.
  Thank you for your understanding.
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22667096
  
  I am rejecting this response because:
  
  VIA was the ONLY company to perform any type of service to the refrigerator freezer. They are the ONLY company to take it apart and put it back together. As previously stated; I had problems from the beginning. However since Im the average person who knows nothing about refrigerators and how they work, I ignorantly assumed the new fan was just too strong and just turned it down which minimized the icing, but it never went away. No other company SERVICED the refrigerator they visually observed it, noticed that the last company who serviced it mustve put it back together incorrectly, and recommended that I call that company to repair their mistake nothing more. VIA is using this as an excuse to minimize their mistake. They put my refrigerator freezer back together incorrectly and only made excuses, never offering help. Look up their ****** reviews and youll see a vast history of incompetence and excuses. They owe me for their incompetence. 
  Sincerely,
  
  ***** ******-*********

  Business Response

  Date: 12/19/2024

   

  Again, we understand how frustrating appliance issues can be, and we appreciate the opportunity to address your concerns regarding the refrigerator door.
  Based on the timeline and the information provided, it seems that another service provider has attributed the issue to our previous work. However, given the passage of six months since the original service and the acknowledgment that you also attempted repairs afterward, it is impossible to determine definitively how the issue arose. Factors such as normal wear and tear, subsequent repairs, or unforeseen circumstances could have contributed.
  We also want to address your request for reimbursement of the other companys service fee. Unfortunately, we cannot accommodate this request, as there is no definitive way to establish that the issue was caused by our original service, particularly after such a significant period and subsequent repairs as this falls outside the warranty coverage as an issue with our workmanship would have been detected/ visible before several months time. 

   

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22667096
  
  I am rejecting this response because:
  
  AGAIN, you were the only company to ever take it apart YOU put it back together wrong. There is ZERO doubt that your poor work caused this!!! Im sorry that as a lay person, I didnt recognize your shoddy work within the first thirty days, but NOT being a refrigerator expert, I THOUGHT I HIRED ONE in VIA. The only thing Ive done wrong is hiring you. 
  

  I do not accept this, and I will not let this go. I will file a civil suit for renumeration youre not the first Ive sued and you wont be the last. You can work this out with me, because this was undoubtedly the fault of your technicians inability to perform the job correctly- or I can file for reimbursement PLUS court costs PLUS food damages PLUS for wasting my time. 
  
  Sincerely,
  
  ***** ******-*********

• Initial Complaint

  Date:11/27/2024

  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.

  I purchased a Whirlpool refrigerator with ice maker. The refrigerator is about 2.5 months old. The ice maker made the ice but would not dump the ice for about 6 hours. I called for service. First off, the service technician that came out got smart, with my wife and child. He said the issue was a dirty water filter. Really, for a 2.5-month-old refrigerator, and the ice maker never worked. I call them again. The same nasty technicians arrive and gets smart with me and says... I told your daughter the issue was a dirty water filter. I say what, I purchased a new water filter and installed it. He then raises his voice and says then there is nothing else he can do for me, and I would just have to live with the issue. I say, I am not living with a brand-new refrigerator that does not work. He gets upset and says well I can order a new ice maker for you but that is not going to fix your issue. I say well, order a new ice maker and if you know what the issue is, fix it. He orders the ice maker, while standing there. He comes back, in a ****** off mood, to install the ice maker. He installs a new ice maker and says well that is not going to resolve your issue, but you have a new ice maker. He is so ****** off and frustrated, so he leaves and lets the old ice maker in my kitchen.The new ice maker does not work and is doing the same thing. I call for another service call. I get the appointment scheduled. Well, that was today between 8-4. So, I had to take off work and wait at the house from 8-4. This guy never called, emailed, and he never shows up. I call ********* again and they call this company. ********* put me on hold as they called this company (WSVC VIA ***** VIA said they emailed me. I tell the lady they are lying and they never emailed me. I said ask them to forward the email to me right now. The lady puts me on hold and talks top them. Now the lady says they sent me a text. I tell the lady they are lying because I never received a text from them.

  Business Response

  Date: 12/05/2024

  Technician Conduct and Diagnosis
  Our technicians are trained to conduct themselves professionally and to provide clear and accurate explanations. The claim that the technician was "nasty" or unprofessional is not supported by the records of their visits.
  The technician's diagnosis during the first visit correctly identified low water pressure and recommended replacing the water filter and inspecting the water supply valve. This advice was consistent with best practices for addressing ice-making issues in similar cases.
  Resolution Attempts
  During the second visit, the technician replaced the ice maker as a precautionary measure, despite the issue being identified as stemming from low water pressure. After installation, the unit was tested, and the ice maker was confirmed to be operating as designed.
  On the final visit, the technician confirmed that the refrigerator had a full bin of ice and was functioning properly. The brief noise reported was attributed to the normal defrost cycle, and no further issues were identified.
  Missed Appointment Allegation
  The assertion that our office failed to communicate or confirm appointments is inaccurate. Confirmation emails and texts were sent, as evidenced by the attached documentation. These records show that our team made every reasonable effort to inform you of the scheduled service window.
  Customer Responsibility
  As advised multiple times, the underlying issue appears to be related to the water supply, not the refrigerator itself. We recommended having a licensed plumber inspect the self-piercing valve and the water line. Without addressing the water supply concerns, the refrigerator cannot function optimally.
  Abandoned Ice Maker
  The replaced ice maker was left behind per standard practice, and  a manufacturer's requirement. This was not an act of negligence or frustration by the technician. 
  We understand the inconvenience caused by appliance issues, but based on the findings and documentation, the refrigerator and ice maker are functioning as designed. The primary problem stems from an external water supply issue, which is beyond our control and responsibility. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22609830
  
  I am rejecting this response because:

  this is a bold face lie and this company is worthless. 
  What does a water valve or filter have to do with the ice maker not dumping the ice in the ******. 
  Yes you are correct, IT HAS ABSOLUTELY NOTHING TO DO WITH THE PROBLEM. 
  this company never ever tried to contact me and time Whirlpool that they emailed me.  However they could not forward the original email to me so we had the time and date stamp. Then the whirlpool *** talked to them arm gain and they said on no sorry we didnt email him we text him. That is just another lie. 
  

  Their technicians are rude and disrespectful. Yeah so they think their tech is going to write in their ***ort that they were rude and disrespectful to the customer. 
  

  Come on be real. This company is a fraud and you and tell by all the bad reviews and ***orts to the BBB. 
  

  The ice maker started working properly when it finally kicked into auto defrost mode. It is working fine now with the same water filter and same water line  

  Dont worry, I am leaving a bad review on every site possible. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 12/16/2024

  Thank you for providing us the opportunity to respond to the concerns raised regarding our service. We take all feedback seriously and strive to ensure our customers receive accurate information and professional service.
  After reviewing the details of this case, we would like to address the customer's claims and provide clarity:
  Ice Maker Functionality:
  The ice maker's ability to function correctly is dependent on several components, including the water supply, water valve, and filter, which ensure proper water flow and quality. While the customer asserts that these components are unrelated to their issue, they play a critical role in the system's overall operation.
  The ice maker's dumping mechanism and its performance are influenced by the unit's temperature and defrost cycle. When the unit's auto-defrost mode was activated, as noted by the customer, the ice maker resumed normal functionality. This aligns with the diagnostic approach taken during the service call, which assessed factors beyond a simple mechanical issue.
  Communication and Appointment Documentation:
  Our records indicate multiple attempts to contact the customer regarding this matter. Initially, we reached out via email, and when informed this method was not received, we followed up via text to ensure timely communication.
  Additionally, we have documentation confirming the details of the service appointment, including the technician's visit, diagnostics performed, and professional conduct during the interaction.
  Technician Conduct:
  We uphold a high standard of professionalism for our technicians and thoroughly document each service visit. The technician's notes from this appointment do not reflect any incidents of disrespectful behavior. While we respect the customer's perception, there is no evidence in our records to corroborate their claim.
  We understand the customer may be frustrated, but the resolution of this issuethrough the natural cycling of the defrost mechanismsupports the accuracy of our technician's assessment that no replacement or major repair was needed at the time of the visit.
  If additional clarification or documentation is required, we are happy to provide further details. Please do not hesitate to reach out.
  Thank you for allowing us the opportunity to present our side of the matter.
  Sincerely,
  VIA INC.
  
  

  Business Response

  Date: 12/19/2024

  Please see screenshot of text message attached. 

  Also a call was placed: "11/25/24 12:14 RJ: TRIED CALLING ABT PLUMBER. NUMBER NOT AVAIL - EMAILED C/B"

• Initial Complaint

  Date:11/20/2024

  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.

  I purchased a new Gas Range on 8/24/2024. After the unit was installed, a few days later we stopped by the home, the whole house smelled like gas.I paid a ************ Tech to check the home for leaks. He reported the leak was coming from the range. So I contacted Whirlpool for repairs since the unit is brand new and under 30 days old.I was sent to Via *** Appliance Repair. First tech was sent out on 10/21/24 to diagnose the stove. No leaks detected. A leak detector kit and a few other parts were ordered to further investigate the unit. On 11/5/24 the second Tech was sent out. Same results, no leaks detected and stated they checked the unit thoroughly.After this I paid my HVAC Tech and Gas Tech to check any other alternative in the home that could be bad . Those items checked out good to go. I incurred $290 paying both techs to do this. With this, we turned the main gas back on outside and left the home. On 16 Nov I visited the home and gas smell was everywhere again. This time I contacted the Emergency Number for ********************. Using their leak detector kit, they detected that the range was leaking gas at 400PPM (Parts Per Million) and issued me a Red Tag stating the appliance is defective. Along with The City Of Norfolk stating I was in violation of the ***************************** Code Section ***** Whirlpool immediately stated they would swap the defective unit out.Via *** appliance repair was unapologetic. I spoke with ******* from which I was told she is one of the supervisors there. She stated to send her the documentation that I have and she will send it to upper management and the Tech team to review. Once reviewed, she stated there techs didnt see any issues when they were there, so they refuse to reimburse any extra funds that were spent troubleshooting and to contact Whirlpool.This is unacceptable considering the potential danger from the gas leak and trouble going thru this.

  Business Response

  Date: 11/21/2024

  
  Our records indicate that the gas range was tested by 2 different technicians using 3 different detectors, allo of which showed readings within proper safety ranges at the time of inspection. We did a thorough testing of the appliance. We advised the customer that customer we did not detect a leak at the ********************** and to further consult a plumber or gas company to determine the cause.  . The findings were documented with the manufacturers safety team, including clear photographic evidence of the readings, to confirm the results of the inspection.
  Regarding the citys gas leak testing service, we always encourage it as we take gas leaks very seriously.  This service is free of charge. We understand your concern about an intermittent leak, but if no odors, leaks, or other indicators are present during the time of testing, it limits what can be detected. Our scope of work does not include testing or inspecting tubing connected to the appliance, as this is considered external to the unit itself.
   it is entirely at the customers expense to have other causes explored. We appreciate the additional steps youve taken, including having other potential sources inspected by your HVAC and gas technicians. While we acknowledge your frustrations, the unit was approved to be replaced therefore, if the issue was an appliance that the manufacturer which we represent took steps to replace the product. We  followed all professional guidelines and performed our inspection within the scope of our responsibilities. Additionally while the appliance being the issue of the leak. The notes provided by the utility company do not indicate if its the safety valve or tubing which is not part of the appliance are the issue.
  
  While we certainly understand the customers frustration as safety is paramount. We stand behind our diagnosis as no issues were found at the appliance during our visits, again we cannot exclude and intermittent issue and the correct step is to contact the utility company for further diagnosis
  
  

  Customer Answer

  Date: 11/21/2024

  Complaint: 22579380
  
  I am rejecting this response because: 
  
  The repair company did not advise me to contact a plumber nor a gas company; that was taken upon myself to obtain one to troubleshoot the gas leak "ONLY" after the second tech stated the appliance was checked thoroughly and no leaks were detected. I only met the first *********** who was very professional. He ordered potential replacement parts and a leak detector kit for further testing. I did not meet the second ********** and only learned of their findings when I called the following day after the scheduled repair day to inquire about the results. Based on this information, I proceeded to investigate other said possible sources of the gas leak within my home. While I understand the hesitancy to accept responsibility for a gas leak, it does not change the fact that the appliance itself was the source of the leak, creating a potential for severe injury or worse.

  
  The companys assertion that their findings were documented with the manufacturers safety team, supported by photographic evidence, fails to address the core issue: their testing methods were insufficient to detect the gas leak. While photographic documentation may confirm the readings taken during their inspection, it does not prove the absence of a leakespecially when ******************** later detected a clear and concise leak originating from the appliance. This inconsistency raises serious questions about the accuracy and thoroughness of their testing. The company admits the possibility of an intermittent leak but failed to use advanced diagnostics to address the issue. Instead, they declared that the unit had been thoroughly checked and no leaks were detectedan assertion that is both misleading and potentially hazardous.

  
  See attached snapshot of the company's response to a 1 star review I left them on ****** and Yelp suggesting the possibility of an intermittent leak.

  
  The main gas supply to the rear of the home had been turned off per Whirlpools instructions after the initial detection of gas odors. This likely contributed to the lack of detectable fumes for both visits during the companys inspection.

  Mr. *** ****, the City of Norfolk Neighborhood Code Specialist, confirmed that the tubing or external parts were not the cause of the leak, and the appliance's replacement would resolve the issue. Additionally, The City of Norfolks notice specifically describes the problem as "Range - Leak in Appliance"not an external component. Taking a look on the Red Tag issued from ******************** under Section 1. The Gas Appliance/Equipment Details or Section 2. Reason Gas equipment was turned /left off: either one of those sub categories would have been checked if it was any possibility of something else but none of them were. Only "Range" under Section 1 and "Leak at the Appliance" under Section 2 were checked. This clear documentation invalidates the suggestion that external tubing could have been the source.

  
  While the replacement of the appliance resolves the immediate issue, it does not change the unnecessary financial and emotional stress that this situation has caused due to the companys inadequate diagnostics. Safety should never be treated as a secondary concern, and the lack of accountability in this case is deeply concerning. 
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/24/2024

  Thank you for providing additional context regarding your concerns. We understand the gravity of the situation and the stress it has caused, and we appreciate the opportunity to address your points directly.
  
  Gas leaks, particularly intermittent ones, can be challenging to diagnose. Intermittent leaks are influenced by factors such as pressure fluctuations, temperature changes, or even minor shifts in appliance connections. These variations can cause a leak to appear or dissipate, making detection difficult during a specific inspection window.
  
  To address your concern about the thoroughness of our testing methods, our second ********** utilized two different combustible gas leak detectors during the inspection. These tools are industry-standard and designed to identify leaks in appliances and their connections. Despite employing multiple diagnostic tools and techniques, no leaks were detected during our visits. The absence of a leak at the time of inspection was thoroughly documented and communicated, including sharing findings with the manufacturers safety team for additional review.
  
  We acknowledge that ******************** and subsequent city inspections identified a leak originating from the range. The discovery of a leak after our visits underscores the possibility that the issue was intermittent or developed further after our inspections. While we strive to detect and address all potential issues during service visits, intermittent problems can sometimes evade detection.
  
  We regret the financial and emotional burden this situation has caused and want to assure you that safety is our top priority. While we stand by the thoroughness of our inspection process, we also recognize the importance of ongoing process improvements to better address complex, intermittent issues like this.
  Again we would love the opportunity to see if there is anything we could have done differently and would have sent a ********** out again with detection devices but as the unit is being replaced that is the resolution that was provided to the customer to resolve the complaint with the oven. 
  
  
  
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22579380
  
  I am rejecting this response because:

  Thank you for your response.

  
  For your reference, I have attached documentation detailing the funds spent troubleshooting the appliance. Please note that the timelines for both troubleshooting **********s occurred after your second ********** deemed the unit to be functioning properly. The second invoice reflects the costs paid to my gas ********** to inspect the gas lines in the home. The home has a single main line connecting the range to the gas main, which helped keep costs lower compared to our HVAC testing expenses. Additionally, the gas ********** was already familiar with the home, as he had previously installed the main gas line. 

  As additional context, I nor does anyone else reside in the home as it recently underwent a full renovation and is in preparation of being sold. The range was never used beyond testing to confirm functionality after installation, which may help clarify the situation. The gas range will remain in the home until Friday before being exchanged, allowing your **********s the opportunity to reevaluate the leak if needed.

  To clarify, this situation has been challenging for both parties, given the significant time spent over the past few days. Under these circumstances, the $290 is not a gain but a fair resolution.

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

• Initial Complaint

  Date:11/18/2024

  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.

  10/29/2024 A repair tech came to my house, to repair a washing machine under warranty. He did not install the drain hose properly, when he left, causing thousands of dollars in water damage on 10/30/2024, on the 1st load of laundry ran. In communications with VIA Appliance, they are denying all responsibility, stating i did not install the dryer properly. It was fine for almost a year, and is fine now ( since the Tech had me hook it up after repair completion. But I am out a great deal of money that was their fault.

  Business Response

  Date: 11/24/2024

  Thank you for reaching out to us regarding your recent service. After carefully reviewing the details of your case, we have determined that the property damage referenced occurred after our service completion due to the reinstallation of the dryer by a third party.
  The drain hose in question can be installed either over or under, and it was securely and properly positioned prior to our team's departure. This was thoroughly documented with photographs taken by our technician at the time of service. As a result, we must clarify that VIA cannot assume responsibility for any damage incurred after our team left the property, nor can we conduct further visits related to this claim.
  We understand that this outcome may be disappointing and recommend addressing the matter with the third party responsible for the reinstallation. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22555548
  
  I am rejecting this response because:

  Via Appliance reviewed their own mistake, it's like a ************ investigating itself. I am a qualified mechanic with many skills. Because of the length of the drain hose, it CAN NOT be installed over the supply pipe, for proper drain hose to drainpipe insertion (engagement) it must be installed under the supply pipe. Via states they have images of the before and after repair, I have asked to see these images repeatedly, Via Appliance says they sent them. I have not received them, now once again they are not responding to my requests, for those images. So, no I do not accept their response.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 12/03/2024

  I'm sorry I missed the last email, it went to my spam. Via Appliance has not sent me their photo evidence, have they sent you the photo evidence? That is because it shows how it was properly connected, before they did any work. As stated before, the drain hose cannot be installed over the copper supply line, due to the length of the hose and the location on the washer( right side ) making connection the drain pipe must be under, copper supply line, to have proper engagement. Again as stated i am the 3rd party who installed the dryer, I have done so on 3 occasions ( to clean the dryer) without 1 single problem. Their tech moved the washer 1 time and bam water everywhere. It does not take a rocket scientist to see where blame lies here. They REFUSE to show the photo evidence BECAUSE THEY KNOW it will show I'm right. Thank you. 

  Business Response

  Date: 12/05/2024

  The technician arrived at 9:04 and took a 'before' photo at 9:09, showing the drain hose positioned on top of the copper water line. This photo serves as documentation of the hoses original placement. Our technician reinstalled the drain hose exactly as it was when he arrived and additionally secured it with a zip tie to ensure stability. The drain hose became dislodged as a result of actions taken by the individual who reinstalled the dryer after our technicians visit.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22555548
  
  I am rejecting this response because:

  Again, I state, the dryer (on the right side of the washer) has absolutely nothing to do with how the washer drain hose is connected to the wall. For almost a year the hose was fine, in which the dryer was pulled out and reinstalled 3x, without incident. Then their "TECH" disconnects and reconnects the washer drain hose. then the 1st load of laundry that was done, the hose pops out and damages my house. I find it absolutely preposterous, to continue to say "the 3rd party who installed the dryer did it" !!!!! 

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

• Initial Complaint

  Date:11/15/2024

  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.

  January 9, I paid $425.29 to have a new icemaker put in my fridge as instructed by them. Nine months later I call to tell them that the part they put in is not working and they want to charge me another $139.00 to examine the part they installed. The part has a 1 yr warranty and so should their work.

  Business Response

  Date: 11/17/2024

  Thanks for reaching out and sharing the detailsdefinitely understand your frustration here. While the part does come with a 1-year warranty, labor is unfortunately only covered for 30 days, which is standard for service calls. Since we dont yet know if the issue is with the part itself, the diagnostic fee is needed to confirm. We can bring the part out with us but an install fee would be due and we cannot guarantee that this will repair the issue without rediagnosing. It is possible additional parts or different parts are needed. As many things could have happened since it has been almost a year since the part was replaced.
  Once the issue is pinpointed, if its due to the part installed, that warranty will absolutely apply, and well take care of it accordingly. Contact our office and make sure they are aware to bring out the ice maker if you would like to proceed.
  
  

• Initial Complaint

  Date:09/23/2024

  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 contacted Cinch Home Warranty on 8/29/2024 to receive service on my dishwasher covered by this Warranty. I was contacted by VIA Appliances to assess the dishwasher on 9/6/2024. I was informed that it need a part ordered and that it would be replaced with in 3-5 business days...which passed. On 9/13/2024 I was contacted via automated message at 4:57 pm by VIA Appliances.They close at 5pm. I contacted the VIA Appliances on 9/16/2024 to see what the hold up was. I got the call center and they had no knowledge of anything I was talking about and advised that I should contact the ***************** No one knows what is happening with my repair and I have now paid $700. I just want my dishwasher fixed.

  Business Response

  Date: 09/25/2024

  We appreciate you bringing this matter to our attention and sincerely apologize for any inconvenience caused.
  Upon review, we found that the delay in repairing your dishwasher was due to a parts issue, with the required part being placed on factory backorder (FBO). We communicated this to you via automated message on 9/13/2024. We understand how frustrating this situation has been and acknowledge that our communication may not have met your expectations.
  Please note that we have worked to expedite the repair, and you are currently scheduled for service on 9/26/2024 with a time frame of 9 AM to 12 PM. We are committed to resolving this matter and restoring your dishwasher to working order as quickly as possible.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 09/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is accepted by me. Not satisfied with the response but will close complaint.
  
  Sincerely,
  
  **** *****