ComplaintsforAble Appliance Repair

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3, a technician from Able Appliance Repair made a service call to inspect our dryer which was making a loud, screeching noise. He diagnosed the problem as bad rollers. He returned on July 6 with replacement parts and installed them. Later that day, the dryer made the same loud noise. I called Able's office and they sent the same technician back to our house on July 10 to re-inspect the dryer. He determined that the replacement parts were defective and that LG, the maker of our dryer, had a recall on those parts. He offered to use aftermarket parts but we refused and asked for a refund. The technician said that we had to call their office to request a refund, which I did. The receptionist said that she would have to pull the ticket and call me back, which she never did. Later that day, I called her and she said that she was too busy to get to my refund request. She promised to call me back the next day but I asked for a refund immediately. About a half an hour later, the owner call and told me that they would not issue a refund for a defective part. She also said that she had never heard about an LG recall for defective rollers and that the technician may have purchased the parts from a supplier that sells used or defective parts. It was only after I threatened to file a dispute with my credit card company that she agreed to issue a refund for the difference between the charge of $400.63 and the $110 service call. There are many things that don't make sense to me. Why would Able and the technician purchase parts from a supplier that may be engaged in selling defective or used parts? Why would the technician tell me that there is a recall on LG rollers but the owner tell me that she is not aware of a recall? Why would the technician come back a third time and not have any replacement parts with him? I am very disappointed and dissatisfied with the substandard service from Able and expect a full refund from them for shoddy and suspicious work.

  

  Business response

  07/25/2023

  Thank you so much for speaking with me on July 10th. We show the first time the technician came to your home was to diagnose the machine, the second was to install the parts. When he came out for the callback he needed to check to see if there was a separate issue or if something was defective with the part. It was determined that the part was defective. We purchase our parts from 3 major suppliers in our local area: Dey Disturbing, Marcones, and Arrow Cold Control. Unfortunately, there is a rare occasion when the part we receive is defective. This comes from the manufacture and is out of our control. When this happens, we warranty the part as do our suppliers. We have been in business for over 40 years and take great pride in our work. We warranty all of our work and the parts that we install. I am sorry we could not get this taken care of for you. As requested a refund was issued on July 10th. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 26 2023. We had issues with our dishwasher and refrigerator. We were told that we would be responsible for a $99 fee that would be waived if we engaged them for a repair. Our estimate was $365 plus tax for our dishwasher and $595 plus tax for our fridge. We decided to have him fix the dishwasher but not the fridge. He fixed our dishwasher and charged us $399.13. We are satisfied with that transaction (dishwasher works great, thank you). Our issue is that we were also charged $69.95 for his estimate for the fridge. This fee was not disclosed beforehand. My wife signed the receipt so we may not have any recourse but we feel we have been taken advantage of.

  

  Business response

  07/05/2023

  I am thrilled to hear that the technician got your dishwasher repaired and it is working great! Any time there is a question on the pricing please call the office. We would explain that we charge $99.95 for the first appliance and $69.95 for each additional appliance we diagnose, if we do a repair we waive that fee and charge for parts and labor only. I have left several messages requesting a call back. Please give me a call in the office at ************* 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had work done on my Samsung refrigerator on December 28, 2022. It was to check on the icemaker that was not functioning (would not make ice). **** was the technician and he installed an air diverter ice kit. He was probably at my house for around 20 mins. The ice maker continued to not function for several days after that visit. When I contacted **** directly about it he said it would take at least 48 hours and to give it time. It was still not working a week later so I called the main number. I was told **** would come back with a new “part” and replace the maker and he would call when the part was ready. Jake has never called or returned to my home since that first visit. I have repeatedly called the main phone number and have been told someone would call me back with more information. It is now the end of March 2023 and no one has ever called me back. I call every week and get told the same thing “that someone will call me with more information.” The last call I made was a week or so ago. No one has responded to me since that call. At that point I was not scheduling a repair appointment but I was requesting a full refund. Now I am with a broken ice maker (still) and I am out $342.27. This is the worst treatment I have ever received from a repair service and I am looking for a full refund.

  

  Business response

  03/22/2023

  I spoke with ***** on Monday March 20, 2023 about having **** and a senior technician come to take a look at her ice maker. ***** explained to me that she would not be available until May to have them come back. I told her we would do whatever possible to get the technicians out there at her convivence. The office staff has tried numerous times to get **** back on the schedule with her but she has had scheduling conflicts. We would really like to get her ice maker repaired and have made several attempts to get in touch with her. I have attached phone logs from us calling her, me speaking with her, and an email from the customer. 

  Customer response

  03/24/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  Good afternoon.  I appreciate Able Appliance being so quick to respond to my complaint via the BBB. However, it should not have taken this measure to get a response.  Since December 28, 2022, I have been trying to get in touch with Able Appliance and was always told "someone would call me back" but never did. Honestly, I do not trust this company nor their technician, ****, so I am hesitant to take off of work to schedule another appointment for them to check on my broken ice maker.  The second appointment I was supposed to have with **** shortly after he attempted to fix my ice maker, he never showed up.  However, he told the main office that he did show up to my house but I wasn't there.  I actually was there and had taken off from work and waited around for ****, who never showed. 

  I was in touch with ***** from Able Appliance on Monday and she said she was working on my situation and would call me back.  I made it clear to ***** that I did not want to schedule another repair service and that I can not take off from work until May (***** was very nice). She did not call me back but the owner did (a man) and said he wanted to come out with **** to see my ice maker.  Again, I made it clear that I do not want, nor am I able, to schedule another appointment, especially with ****.  

  My work season is extremely hectic right now and I am unable to take off of work until May.  I do not want to wait that long to find a solution to this issue because I am sure someone will then tell me that the work and part are now out of warranty and that I am out of luck. I really want a refund for the service and part that I paid for. At this point, I would like to find a new appliance repair service. 

  I was excited to find Able Appliance last year because I am a single working mother and I am constantly needing repair services.  I was excited to find a company that seemed highly rated and  very accessible.  I am disappointed that was not the case in my personal experience.

   

  Please just grant me the refund so we can all be done with this. 

  
  
  ******** ***** **********

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Callout repair man ( who was very nice). However he was unable to fix the stove because he said there was not part number in his book to replace it with And so sorry can not fix it but I still had to pay him 99.00 dollars for a service charge They said if I had them to fix it they would apply the service charge to the amount and I was willing to do that but they pulled out from me and did not make any attempt to fix it but did go ahead and charge me for the service charge ( don’t seam quite right. It was their fault I didn’t not use their service ). Do not recommend this company for repair and also I order the part my self and put it on my self and now works great no thanks to able appliance

  

  Business response

  02/21/2023

  Technician ***** * went to address **** *** ***** ** on 02/16/23. He diagnosed the customer's ******* stove and stated it needed a left front surface valve which was no longer available through our supplier. ***** gave the customer the part number and informed her that if she was able to locate the part on a third party site we would be more than happy to install it. The customer signed off on the invoice. We charge a standard service call of $99.95 to diagnose an appliance. Our CSR's let every customer know the charge when the appointment is scheduled.

  Customer response

  02/27/2023

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

  that is  all true except I didn’t order the part he suggest and I already knew I could get the parts. And he was very nice service man and said he would put it in for me for an additional 250 dollars additional 250 that sound way high  then. He said the part  might not even work but they will still have to charge to me just to put in a part     To see if it would   that we were able to put in our self  in about thirty minutes.    I didn’t expect any thing from them but I will not be using there service ever again. 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm at a loss for words, for work on refrig & dishwasher. Ice maker leak said they could not fix stating they don't sell replacement parts. He never tried to clean out line now, just a quick look and can't be fixed. Would cost us another $504 to fix main control on dishwasher. Online I see the part at $100 to $240max & watched 12 minute ***** how to video of repair. All they really did was agree both appliances were broken & charged us $170. Wow I guess I should have just rolled up my sleves and done myself which I may now decide to do or call someone that does not seem to be in it for a quick buck. We don't recall being told of your high service fee of $169 minimum, and again, just to agree broken, but no fixes. We were referred to your company from who we normally use that charges a $7.95 service fee. I assure you if we had known of large service fee we would have waited or gone another route. Why much like a quote for work to done was there nothing asked for us to sign or initial knowledge of the fee. I am on a limited income of Social Security. The dishwasher also has a Filter Flood switch that will not turn or come out, and the top is just sitting on top of flood switch, He never looked at that issue. Lastly we called on Saturday he arrived in a non-company vehicle on Thursday and even asked for a tip when presented with bill. You guys charge more than a Medical Doctor for your time with far less schooling. ****** ** was the technician. Further disapointment when I look behind refrig. the same side as the leak from ice maker, there is a large vent clogged with lent. I cleaned some on the outside, need to try to vaccum out the inside. How could he have missed that and just tell us to clean it or he could have. My concern is this could have resulted in my refrig. overheating which maybe can be avoided now.

  

  Business response

  08/16/2022

  Thank you for bringing this issue to my attention. I called last week and left a message with your wife. I called again this morning and left a message on the number you provided here and again with your wife. Please give me a call back at your earliest convivence so we can find a resolution. ******************

  Customer response

  08/23/2022

  Can someone forward this message to the Guy that is working my BBB Complaint #********. I, BY MISTAKE REPLIED YES I ACCEPT THE BUSINESS REMEDY. I DO NOT ACCEPT THE RESPONSE FROM THE BUSINESS. All they are offering is to talk verbally with me. I only want to converse in writing, for lots of reasons. Both legally and mentally. I'm at a loss for words, for work on refrig & dishwasher. Ice maker leak said they could not fix stating they don't sell replacement parts. He never tried to clean out line now, just a quick look and can't be fixed. Would cost us another $504 to fix main control on dishwasher. Online I see the part at $100 to $240max & watched 12 minute ***** how to video of repair. All they really did was agree both appliances were broken & charged us $170. Wow I guess I should have just rolled up my sleves and done myself which I may now decide to do or call someone that does not seem to be in it for a quick buck. We don't recall being told of your high service fee of $169 minimum, and again, just to agree broken, but no fixes. We were referred to your company from who we normally use that charges a $7.95 service fee. I assure you if we had known of large service fee we would have waited or gone another route. Why much like a quote for work to done was there nothing asked for us to sign or initial knowledge of the fee. I am on a limited income of Social Security. The dishwasher also has a Filter Flood switch that will not turn or come out, and the top is just sitting on top of flood switch, He never looked at that issue. Lastly we called on Saturday he arrived in a non-company vehicle on Thursday and even asked for a tip when presented with bill. You guys charge more than a Medical Doctor for your time with far less schooling. ****** *. was the technician.

  

  Business response

  08/23/2022

  Date Sent: 8/19/2022 10:40:35 AM
  I have attempted to contact the customer multiple times with no response back. We charge $99.95 to look at the first appliance and $69.95 for each additional appliance, if we do the repair we waive those fees and charge for parts and labor only. Customer choose not to do the repair that is why he was charged the service call. Customer also stated that he found the part online, we have three suppliers that we buy our parts from to ensure they are OEM parts. We also using a pricing guide for all repairs. I have attached the signed invoice with the detailed estimate from the technician.

  Customer response

  08/23/2022

  Let’s see if we can make this easier for all and at the same time stop us from continuing our numerous other complaints against Able Appliance.
  
  Again, barring our other complaints we would be satisfied enough to drop any and all complaints if you can show us where, what, or how we could have known of your (large) service fee. Who dropped the ball and failed to disclose your fee(s) to us? Was it the person that we contacted to setup, 5 days later an appointment; or was the technician suppose to ensure we know when he walks in the door. I would sure think it is required that you get some sort of acknowledgement before any work or service, especially for such a large service fee. At least like the quote given to us on the bill. The bill does not even show break down of charges $99 plus $69, yet the quote on repair includes what it will cost us with taxes.
  
  We were referred to Able from our normal appliance repair shop that cost $7.95 SVC. If we would have known what Able’s fee was, we would have declined service call for at least now. I am on Social Security with a limited income and we just cannot afford this companies services. If they would have given us a reasonable quote and wasn’t so high to fix the dishwasher, (like around $300) we probably would have found a way to pay Able to repair.
  
  All considered, we really don’t expect anything free. We would accept a $100 refund. Given mainly no disclosure on cost before service and numerous other complaints. We still feel the technician did not want to repair either machine.
  
  We don’t make this offer lightly, if Able finds unacceptable we still may pursue a small claims suit.
  
  Thanks for your time and consideration

  

  Business response

  08/29/2022

  Again I have made several attempts to speak with the customer. We are requesting that this complaint be closed. We advertise a free service call with repair, without the repair we charge the fee. The customer acknowledged the fee when she signed the invoice, which I have previously attached. Our office staff states the fee when the appointment is made, if by chance that was not mentioned, it would be the customer's responsibility to ask. 

  Customer response

  08/30/2022

  No we do not agree that we should have to pay such a large unacknowledged charge.

  
  

  Again, numerous complaints, but they never disclosed their large service fee until they gave us a bill for $169. They further state we should have asked or know somehow that they are more in business to make a profit off a service fee. We would have had you do repairs but you gave us an unreasonable quote to repair. If you were just upfront with your customers and let them know in advance of your service fee, we would have had to put off the service for now. It is your responsibilty to ensure for your sake and the customer that you have verifiable proof of acknowledgement before not after service is done. 

  
  

  
  
  Complaint: 1*******
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called **** ********* out for service on a KitchenAid fridge issue due to frost/icy building up on the coils on the Fridge side. The tech used a steam vac to unthaw the coils, never informed me that our price to unthaw these coils is xyz. The tech listed two options on my bill that "May Need" two possible parts. I called the Company out to fix my problem not prove me with a "MAY NEED" possible parts. I asked the tech if he pulled the trouble shooting error codes off the unit and I did provide him with the service sheet which lists codes, he stated that he had never worked on this type of unit and did not understand how to pull the codes. **** ********* website list that they service KitchenAid products, if the company is not sending tech into training on newer appliances that have computer software, **** ********* should do a better job of informing customers that they are not equipped to work on newer appliances. My unit is only 3 years old and to charge myself $289.56 for something that is not working properly is bad customer service. And then to have two people do follow up calls in regards to my experience only to be told "I passed your concerns over to billing manager and their is nothing we can do." Able can do something about it but choses not do something about it. At least another company provided me back a service call refund. **** ********* was the second service call and now I'm left with a fridge that has the same issue and having to pay more money out of pocket to used a Factory Trained Service repair company. Able should do a better job of making customers aware that they cannot provide service to all products.

  

  Business response

  05/31/2022

  Customer received a full refund and is completely satisfied. 

  Customer response

  06/06/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  ***** with Able Appliance did reach out to me and made it right.  I appreciate their timely response and would not hesitate to use their company in the future.
  
  ******** ****** *******

*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. ↩