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Business Profile

Major Appliance Services

Passion Service Pro LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Services.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Technician came out to check my cooktop and stated he didn't know the reason for the crack. He wrote 'unknown' on the diagnosis order. But, his manager/boss reported 'something dropped on the cooktop' to my warranty company.

  • Initial Complaint

    Date:09/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Passion Services 1 star on BBB came out on 8/26 to diagnose issue with kitchen aid refrigerator and the technician stated that it needed freon. Yet he put in the notes to American Home Shield that he could not determine what the issue is. To date 9/12 I still have NO refrigerator all food has spoiled and no compensation from them nor AHS.

    Business Response

    Date: 10/08/2024

    I am writing to address a concern raised by a customer, Ms. ****** ****, regarding a ********************** visit conducted on August 29. Ms. **** has requested a refund of her service fee; however, I would like to clarify that we did not collect any fee from her.
    As a third-party company working in conjunction with her home warranty provider, our technician assessed her issue and determined that another service provider was needed to complete the repair. We submitted the necessary paperwork to the warranty company, and we process these requests within 24 hours. It is important to note that once we submit the information, the warranty company must locate an appropriate service provider to continue with the service.
    If Ms. **** has any concerns or issues regarding the service or her warranty, she should reach out directly to her warranty company, as they are responsible for any financial transactions and the terms of her contract. We recommend that she review the agreements she has signed with them for further clarification on her refund request.
    Thank you for your attention to this matter. If you need any additional information, please feel free to contact me.

  • Initial Complaint

    Date:08/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My husband called to have them install a washer and dryer. Ever since dryer was hooked up the dryer indicates an error code which state 80% airflow blockage on the connected coil piece that tech installed from wall to dryer. I promptly called and left several message each time I received this intermittent code stating their tech needs to come back and check his work . They never returned my call and a woman named ******* or something like that says she is the owner won’t give me her last name and she argues and tells at me telling me I will be charged another service call and it’s been under 30 days - A company that had a problem checking their own work and being difficult to get them to return a timely call back on coming back soon after the service call is of questionable ethical service behavior- NORegards for simply sending out same tech or another tech to check their work just arguing and telling the customer that they are not of sound mind! I will not be using this company again sadly and I hope you check reviews with bbb before you use this company -

    Business Response

    Date: 08/30/2024

    To whom it my concern,

    I am writing to address a recent interaction with Miss ****** concerning her request for a 30-day recall and a $300 dispute.
    During our conversation, I explained that Miss ****** is not eligible for a 30-day recall, as our service only involved the installation of a washer and dryer. The recall policy applies when we diagnose and replace specific parts, such as belts, control boards, pulleys, or drain pumps. Her reported issue with the exhaust is unrelated to our installation and, therefore, not covered by the recall policy.
    Miss ******'s claim of a $300 dispute is incorrect, as she only paid a total of $156.30 for the installation of the washer and dryer. I informed her that addressing the exhaust issue would require a service fee, and despite my clear explanation, she became verbally aggressive. I reiterated that any necessary maintenance or cleaning of the exhaust line would incur additional charges.
    I will provide a copy of her receipt to confirm the nature of the charges and to address the confusion regarding the $300 dispute.


  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Contractor came out today to fix my washing machine and it was not fixed. They are trying to schedule another technician to come out in over a week. I have already been waiting 2 1/2 weeks for this repair.

    Business Response

    Date: 08/28/2024

    To whom it may concern, at the time of this home owners visit yesterday the technician installed the part and tested the unit in front of the homeowner, and the unit was working properly. I have attached a copy so you can see where he signed confirming that the unit was working properly. This  homeowner has a warranty claim with AHS and we are a third party. He has placed a recall on this claim, so that we can go back out to his home, but he has failed to get back in contact with us regarding appointment times. We offered expedited services, via stream call, but the home owner refused that appointment. We suggest the best way to resolve this issue is for the homeowner to give us a call so that he can get back on the schedule. Thank you so much.

    Customer Answer

    Date: 08/28/2024

    I have called them and their schedule time-frame was unacceptable. Instead of immediately correcting their faulty repair, they wanted to put me at the back of the line (over a week later) to do JUST a diagnostic. That does not take into consideration the amount of time for any additional parts orders and scheduling another appointment that could very well be over another week later. This entire process has already lasted almost three weeks and counting. 

    Customer Answer

    Date: 09/10/2024

    I could no longer wait for the contractor and I purchased a new washing machine. No resolution from contractor.

  • Initial Complaint

    Date:05/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    THIS COMPANY CAME OUT AND REPLACED PARTS ON MY DRYER BUT FORGOT TO CONNECT THE WATER LINE THAT ENABLES STEAM CLEANING WHEN USING THE DRYER. NOW WHEN I TRIED TO USE STEAM CLEANING THE WATER POURS ONTO MY FLOOR. SPOKE WITH THE OWNER ANN AND SHE REFUSED TO STAND BY THEIR WORK AND WANTED ME TO PAY ANOTHER SERVICE FEE.

    Business Response

    Date: 06/03/2024

    To Whom it may concern: Regarding Mr. ******** we are a third party company that runs calls for American Home Shield. We installed parts at his home on April 26,2024 and the job was completed then. This homeowner has a contract with American Home Shield that gives him a 30day recall for the work that was done. We have talked to this homeowner and explained how he is out of his recall timeframe plus he has a new issue going on with his unit .Also the homeowner needs to read his contract and give his warranty company a call.

Passion Service Pro LLC is NOT a BBB Accredited Business.

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