Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:12/01/2024
Type: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.
We had an issue with a basically new dishwasher not draining properly and an error code i20. The technician arrived an hour or two past the 4 hour window, no call or communication to let us know about the delay. We were waiting at home for their arrival all day. He walked into our house, pulled out his phone, checked the code and said it was a drain pump That needed to be replaced. He was at our home for maybe 3 minutes. Didnt make any attempt to actually look at the dishwasher. They said they can order the new drain pump and return in 5-7 days to replace it at the cost of an additional $370. Since the dishwasher was 1.5 years old, we wanted to do alittle research first. We were charged $99 for the 3 min service call. We purchased the pump from the manufacturer and replaced the pump. The issue persisted and was clearly not the cause of the error code. We called the company back and were told they didnt make the repair so it wasnt their issue despite paying them to diagnose the issue which was incorrect. We did some independent troubleshooting and figured out the issue was quite simple and the drain line just needed to be flushed out. The repair the technician should have easily been able to diagnose this problem. Very disappointing service to say the least
Business Response
Date: 01/06/2025
We as a company have a service call charge of $99 dollars to come to a customers house, diagnosis the **********************, and then give them a price to fix their appliance. We performed this service for this customer and the customer declined the repair and attempted to do the repair themselves. We then received a call asking for a refund because the repair didn't work and it turned out to be something else according to the customer. We didn't issue a refund because if we don't do the repair ourselves or if someone who is not a professional attempted the repair then we can not verify if the repair was done properlyCustomer Answer
Date: 01/06/2025
Complaint: 22624762
I have reviewed the business' response and am rejecting it because: the technician did not even evaluate the dishwasher and If he had, the issue would have been discovered. The part they said was needed was not the issue and no matter how many parts they replaced, it would not have fixed the issue which was a clogged drainage line. They charge the 99$ as a service call to identify the issue which was not completed.
Sincerely,
******* *******Initial Complaint
Date:06/21/2023
Type: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.
12 days ago I had a repairman come out to look at my dryer, I gave him the money for labor and parts, he got the part and came back and fixed the dryer. I washed my clothes and put some in the dryer and it was going haywire. He came around a Friday. I couldn't contact anyone until Tuesday because of the holiday. They told me they would not have anyone to come out until between 12 pm to 5 pm on Thursday. When he came he said that I needed a new drum which is not what was wrong the first time he came out. I feel like he did something to it because it is a new dryer and said the belt had broken and he had to take the drum off to fix it. When he came back on Thursday, he would try to fix it. I never heard from them again. They still are not addressing me. I would like a refund.Business Response
Date: 06/22/2023
I personally called and left a message for this customer, she never responded. We have a 100% service guarantee. We stand by our service and issue refunds based on our 100% service guarantee.Business Response
Date: 06/22/2023
We have called the customerInitial Complaint
Date:03/10/2023
Type: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.
Damaged the working quality of my dishwasherBusiness Response
Date: 03/12/2023
We replaced the the dishwasher heat pump per the manufacturer's recommendations and with genuine ***** parts manufactured by *****. The dishwasher is working properly. Her complaint is that the dishwasher's decibel level is louder than before.
As stated before we replaced the broken part with a genuine ***** parts. We are an appliance repair company and we fix appliances. The dishwasher is fixed and working. I would suggest that she contact ***** directly. We do not manufacture parts or measure decibel levels as part of our services.
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