Complaints

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:11/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Contacted warranty company and they referred me to this company. They came out to repair my washing machine, however the new part they installed isnt working and they supposedly ordered a new part. Ive been waiting for them to contact me to complete the order and I havent heard from them yet. Ive called their phone and emailed them and no response. My washing machine is still broken and they have been completely silent.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My refrigerator was under warranty and needed repair of the upper ice maker. This company was contracted by the ***************, not my choice. The technician came out for service call, inspected and found the problem, part needed to be ordered. I understand that in the meantime the flapper piece broke so I called the company for repair of that piece when coming out for the ice maker repair. When calling the company the hours are very limited and no one ever answer the phone, you can't leave a message it refers you to email them. I emailed on several occasions. The person then emails me back stating they are in the hospital. But requested that I send a picture of the additional piece that was broken along with the serial number of the refrigerator that was on March 2nd 2023. All of that information was sent via text messaging with the employee. No response after that communication. Then again I called with no answer, so I send another email. The response was the flapper part was still on back order. I explained I could find the part online and would order it if they would reimburse me for the cost and come out and repair ice maker as well. No answer to those emails as well. I'm looking to get the fridge repaired if they can't not complete the repairs then send it to another service provider.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have an appliance from GE that is under warranty, this company came out to look at it and said it needed a part to be ordered. We have not hear from them in 2 months. My tenant has been with out a range for two months now. I need this resolved immediately. If you cannot fix it in a reasonable time then let GE know. I have called and emailed multiple times and no one seems to be interested in responding back.

  Business Response

  Date: 08/14/2023

  The parts required for this repair are backordered. We let GE know this on multiple occasions and they have yet to send us parts required for this repair

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20467149
  
  I am rejecting this response because:

  I called GE warranty department and they notified me that you closed out the maintenance repairs as completed and collected payment already. They have since elevated this warranty repair to another company. You should get with GE soon and figure out the disconnect. 

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

• Initial Complaint

  Date:03/29/2023

  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.

  Put in a service request through GE (washer/dryer is still under warranty) that our washer/dryer combo was not spinning clothes out completely (clothes were still quite soaked after spin cycle). The service request was given to Picture Perfect TV and Appliance (Confirmation number from GE was *********) and service request date was 3/2/2023. Service technician arrived on time and was polite and went right to work. After evaluating the washer/dryer combo, he informed us that a motor needed to be replaced and one would have to be ordered. That is the last time we have had any contact with Picture Perfect TV and Appliance. All phone calls go to voice mail, no one ever answers. I have left a couple of voice mails and sent 2 emails (3/15/23 and 3/23/23) and have had no response. This is unacceptable and unprofessional behavior. I will also be contacting GE Service to inform them of this.

  Business Response

  Date: 03/30/2023

  I was hospitalized for a portion of March and did not receive messages and for that I apologize. I did check the customers status and the part was listed as backordered so there is no available part for the repair. I did receive the complaint and left messages for the customer but I have not heard back yet. 

• Initial Complaint

  Date:03/02/2023

  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 don't even know what to say other than reading the reviews here on this "business" we are experiencing the same issues. Do not return calls, ignore voice messages, no follow up. Whirlpool is my appliances and they are the ones who directed this "business LOL" to us as certified to repair due to warranty. They contacted us after the mother board went out on our stove and after 7 months (COVID) awaiting for replacement parts, they repaired it. Next up was our dishwasher and refrigerator and lucky us warranty ran out 3 months prior. Dishwasher cannot be repaired, and we accepted that. Refrigerator can be repaired, and a part was ordered. Replacement part came in after numerous calls from me to see the status. Repairman was over and replaced the part and after discussion we were to unplug to defrost and verify the fan was no longer "frozen" and could operate. I called numerous times to let them know it does not work properly and was told repairman would be back out to look it over again because with his scan equipment that is what the code brought up. After initial contact to check the next step in Sept 2022 still refusing to communicate with us. I have called and left over a dozen messages and with call screening they know who NOT to answer. I paid ******* for a top end Whirlpool refrigerator and I am not just going to throw it out due to this company's total neglect. As I stated the common theme here is failure to communicate, call screening and neglect. Let's see how they explain this away now.

  Business Response

  Date: 03/12/2023

  We reached out via text to rhe customer but he did not respond. We completed all of the work the customer ever paid ** for to his satisfaction and never charged any money for the part that is not available and did not charge a ***** for that service call eirher so this complaint has no basis. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19525368
  
  I am rejecting this response because this is yet another diversion to complete the repair and literally taking advantage of the customers in my area. I have attached for your viewing pleasure the only "text" and my response right at 24 hours later, you know the one they are hanging their reputation on? There are reasons why businesses have a C- BBB rating and with all the prior responses by other victims along with my proof of communication I would not come to the conclusion that Picture Perfect (lol) is innocent. What should be done is retribution to correct their inability to communicate and service their customers more than one time, not attack us and accuse us of "No Basis".
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2023

  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 filed a claim on my dryer in March 19, 2022 saying my dryer drum was cracked. My warranty had just went out so Samsung gave me one time accommodation (email in uploaded pictures). Picture Perfect came out here March 23, 2022 & never came back, everytime I called they said my drum was on back order. After them not calling me or even returning my countless voicemails, I called Samsung. Samsung is saying Picture Perfect reported they had done all they could do & fixed it. Why the heck would I be calling every other week trying to get an update if it was fixed. I have a life & rather not deal with the headache if it was fixed. Now, Samsung is saying my one time accommodation has expired which is not my fault that Picture Perfect NEVER came back to my house to even try to fix my dryer. I have uploaded emails & notes for this matter.

  Business Response

  Date: 01/19/2023

  We did go out to evaluate the dryer however we advised the customer there was no replacement part available for her dryer and no ETA for when there would be one. We do not make decisions about replacement appliances so any further action for the customer would have had to be made by her manufacturer. if the customer was not happy with the service she was provided se could have asked Samsung for another service center. We service appliances for relatives of the customer many times during this process and communicated during this time the part was still not available and there was nothing we could do for her. This issue is between the customer and her manufacturer. I am sorry she had a bad experience and could not get resolution but her warranty period had already expired and the one time courtesy she was given was at the discretion of Samsung and it is there sole decision on how service proceeds. If they chose not to replace the dryer then that is completely their call. In this situation we were simply the middle man. Since June of 2022 we have not been working for Samsung anyway so we have really no involvement in this matter. We communicated to the cust0mer many times that the part for her dryer was no longer available . She had no warranty. a one time courtesy diagnosis will cover a diagnosis and a courtesy simple repair. If the repair cannot be performed then once again it is at the discretion of the manufacturer if compensation is made. This complaint should be made to Samsung as there is nothing we could have done.

  Customer Answer

  Date: 01/20/2023

  
  Complaint: 1*******
  
  I am rejecting this response because: this is such a lie! I called several times & you guys kept telling me my drum was on back order. I wrote down every time I called & I wrote down everything you told me. My relative that you speak of was also told the same thing, that my drum was on back order. Yaw NEVER called me, I was the one calling for an update, must else told me that yaw had done everything yaw could for me. I did request for another service center to come out & Samsung told me NO because you guys were taking care of my order. Plus, I filed the claim in MARCH not my fault yaw no longer work for Samsung the job should have still been finished or even some kind of communication.  
  
  Sincerely,
  
  ** *** *****

  Business Response

  Date: 01/21/2023

  We told you the part was on backorder with no eta .. why would we continue to call you with updates when there was nothing to update. If we could not ontain the part from samsung to make the repair then exactly what is it that you think we could have done. When the tech was at your mother in laws house he was asked about the dryer and made it clear there was no available part and nothing we could do. Again your warranty already expired so technically there was no obligation from Samsung to do anything. They did grant a one time concession but if they are not planning to replace the dryer and cannot or will not provide parts for it then there is nothing we can do. Please address any further issues directly with them

• Initial Complaint

  Date:10/24/2022

  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.

  On 9/23/22 I placed a claim with ****'s Extended Warranty service about my 2 year old Samsung Range which was throwing error codes. The owner's manual said to call service about the codes so I did. On 9/26/22 Picture Perfect sent a very nice young man out who looked at my stove and said that he would have to order a controller board and could not specify how long it would take to receive the part due to back log issues. On 10/1/22 I attempted to open the oven door and it fell off the hinges into my hand. I called and left a voicemail message with Picture Perfect to let them know about the new issue. I added that I did not expect them to respond immediately because it was the weekend. On 10/4/22 I called Picture Perfect again to confirm they had my message and to ask if I needed to follow up with ****'s Extended Warranty service. There was no answer so I left another voicemail message requesting a call back. On 10/11/22 I called again because I had heard nothing from them. I did not leave a voicemail message this time. On 10/19/22 I called ****'s Extended Warranty service again and let them know I was having difficulties getting a call back from Picture Perfect. I was told that the matter would be escalated and that I would get a call back from ****'s Extended Warranty service within 2 days. On 10/24/22 I called ****'s Extended Warranty service again and was told that Picture Perfect had closed the ticket as a completed service call. Range is a Samsung **** *********** purchased on 1/13/2021 for $1,199.00

  Business Response

  Date: 10/25/2022

  I reached out to Ms.********** immediately after receiving this. After receiving her messages about the new issues with her stove we deemed it non repairable. We were instructed to close out and bill for diagnosis. Something was handled incorrectly on the end of the warranty company.I did not get any more calls or messages because I was 0ut of work with a family emergency for over a week. The office voicemail gave a number where I could be reached by text and an email address. I did call the warranty company back this morning and a representative named ******* ****** responded that she would personally make sure the replacement was processed correctly. There is no more action I can take as we did everything correctly on our end.

  Customer Answer

  Date: 10/26/2022

  
  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.  Additionally, I have left a voice mail message for Better Business Bureau thanking you for your time and assistance and also thanking Picture Perfect for their excellent response to the situation.
  
  Sincerely,
  
  ********* **********