ComplaintsforAndy's Appliance Repair

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service not performed

  Business response

  05/10/2024

  The service call was performed. Technicians notes are as follows " Checked unit. Ran unit through diagnostic tests. When agitating unit made a squeaking noise. Checked under unit and found oil leaking from transmission. Oil has got on to electric motor, shifter and pulleys. Unit needs gear case, motor, shifter, sensor, and all needed hardware. Est. $855-875. No repairs per Mr."

  Even knowing that this service was rightfully performed and customer accurately charged, the customer disputed the credit card charge and was refunded in full. This customer has no standing in this dispute as he's paid us no money and received a free diagnostic. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12-22 tech came out to diagnose/ fix ice maker not working, in the process broke some wires and now the fan does not work. Waited until 12-26 for a answer from manufacturer as to a fix, was told they do not make the parts required. Andys gave me a claim number to call manufacturer, they gave me a 30% rebate towards a new unit, andys offered me $200. This unit is less than 2 years old and is in worse condition now after tech looked/ messed with it than before. I am not in a position to just go buy another refrigerator/ freezer at this time and what I am being offered is nowhere close to acceptable.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  27 Jul 23 (pretty sure) I had Andy's Appliance repair come out to look at why my ice maker wouldn't dispense ice out the shoot to the glass. The repair man said it was broken beyond repair and that you can't get the parts any longer. In short, I called ** directly and they have the parts at *************. so, I called Andy's appliance repair back, to get my service call back as he came out and gave a false diagnosis. they said they wouldn't give back my service call money because it was a service call and the place, they called said they didn't have the parts. This is so wrong on how they send unqualified technicians out and take advantage of customers. Instead, he wants me to spend thousands of dollars on a new one, yet I could by a new door for 300 dollars. saving me a ton of money. This company should not be on your A+ list. I see the other complaints on your site. Why are they still holding this rating. Especially after giving this kind of service. I know Im not the only one getting this bad service from Andys repair and that I am just taking the time to fill this complaint form. They are totally in the wrong here and I should get my money back for a false diagnosis. Even after calling ***** they were also expressing their sympathy. Stating that that Andys Repair should at least give back the service call for their mistake. The manager will be calling me back to discuss their recommendation for Andy's Repair in the further. They have been getting several calls of the same.

  Business response

  08/07/2023

  7/18/23 16:10: 99 there 7/18 TUE, 15:32 to 16:04, inspected unit, ice flap not opening to drop cubes down chute, plastic part that flapper clip attached to is broke, need new door, door is discontinued, issue is nonrepairable

  These are the technician's notes from the repair in the customer's home on July 18th. He verified with ** that the door was needed, and also that it was no longer available. I have included a screen shot from **** ******** portal showing that the part is No Longer Available, and thus we can not source it.  In *** ******* last conversation with our store manager in Omaha, he did use inappropriate language. We have a 0 tolerance policy when it comes to this, and will no longer be able to provide service to him in any way. I do have the audio recording if anyone should need this. I appreciate the opportunity to rebut the comments *** ******* has made here and will gladly keep any and all forms of communication open. Please let me know if there is anything further you should need. 

  Business response

  08/11/2023

  In the event that a part is No Longer Available, and the customer is able to source it from an outside vendor, we will often cater to that customer and install a part that we do not source. Unfortunately, the behavior displayed by *** ******* has waived any obligation for Andy's Appliance to further help him. The diagnosis was performed, and was accurate. 

  Customer response

  08/14/2023

  It looks as if they will not provide my service call back.    That's fine they say the part is from out side source that is incorrect.  The president of parts section from ** provided a site where they in fact had a LG door made for this refrigerator.   It isn't a third party part its a LG door.   Andys Repair is lazy and just wasn't willing to admitt they were wrong.  They go to one source and that's it.   Even though a LG president of parts.  Proved them wrong.   I still have his contact and the site.   I will be calling ***** again to complain about there service
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  ******* *******

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife called Andy's about a dishwasher we were having problems with. They did explain they only take credit cards or cash, no checks. The technician came out and thought the issue was the main control panel. He replaced the part and gave me the total. I tried to pay with a card but they would not accept ****************. As this was the only card I had with me at the time I asked them to send a bill. The technician called and spoke to multiple people at the office but came back and explained they were not set up to bill. The technician the took the new part out, put the old one in and left. I had to go through another company to get the dishwasher fixed. Now Andy's is charging (they sent a bill which they previously said was not possible) for the service call where they refused to fix the issue. We should not be charged a service call from Andy's when we had to go through another company and pay their service call. I called the office and Erin lied to me on three occasions. She explained she wasn't lying, she was speaking without all the information. After "the call was dropped" I called back and got a hold of Tim. Tim refused to rectify the situation and said he was turning the matter over to collections. We tried to have them fix the washer and tried to pay them how they requested to be paid when my wife made the appointment. When they, for the first time, notified us that **************** would not work I asked to be billed. After refusing to send a bill they left me to call another company for service. I do not see hire or why a respectable company would try to charge someone for this.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/10/10) */ Mr. ********* I have explained this to you a number of times on the phone but here goes again. You called in for a service call with us. We took your information including make and model of your dishwasher. We then explained our payment methods include ********, ****, *********** and cash and that we do not accept checks. (We did not say "credit cards") We then explained the service call process and how it works. The service calls get the technician to your home, full diagnosis of the appliance and estimate for repair. The service call is included in the estimate that the technician provides. We also let you know that we stand by our work with a full one-year guarantee for parts and labor for the work that we do. If you choose not make the repair, you are still responsible for the service call. Pretty simple. You agreed and we put you in the schedule. We have proof of this as we have the recording of the phone call. The technician showed inside a 2 hour window exactly as scheduled. He made the repair for you, and the dishwasher was working exactly as expected. Technician tried to collect for his services but was unable to do so as you did not have any credit card except the one we don't take. Then you told him to "bill you" which we don't do. As a result, he removed the very expensive PC board that we will not leave behind in a nonpayment situation. We did explain that we would come back and make the repair if you were able to make payment. Your behavior when you called the office multiple times was unacceptable and unprofessional. There is no excuse for behaving that way Mr. *********, you should know better. No matter how loudly that you yell at my staff or how badly you curse at them, they will not be intimidated by you. Regardless of how many nasty reviews you leave, you are still responsible for the service call. I have no choice but to turn this over to collections. Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Andy's appliance has done nothing but lie through this process. You seem to have an issue with upset customers but do not care if your customers are lied to. If you say you have "proof" of the first phone call please also include the phone call where I was lied to multiple times. Business Response /* (4000, 9, 2022/10/11) */ Mr. ********* I don't even know how to respond to your comments. We at no point lied to anyone. We would not be in business for over 50 years if we did that sort of thing and I think you know that. Consumer Response /* (4200, 11, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You still belive your company does not lie to customers? Clearly you did not listen to the first call from 10/6.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called regarding an issue with my refrigerator and explained I. Detail the problem. Andy's said, we can get you scheduled for a service call, the technician will diagnose it and replace the parts in the same trip. I told them I need to be there and that it is a rental property. They failed to have me present, bothered the tenants, did not provide a diagnosis or quote for repair, spent less than 20 mins in the home. This is not the service that was bargained for or requested by me. Business has failed to rectify the situation or provide a proper diagnosis or tech service. I requested a service, which was not provided. I will be using another company moving forward. My service requested was never received. The company is now posting on my unrelated businesses' ************** in attempt to bully or harass me into payment for services they never provided. Additionally, they threatened collections before I ever received a bill. This is very poor behavior by a business.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/08/10) */ Mr. ********* When you called into the office to schedule a service call for your refrigerator, our customer service scheduled the service call for a time and date that worked for you, explained our process, how the service call works (trip to your home, diagnosis and estimate for repair) and that we stand by our work with a full one-year warranty on parts and labor. You agreed and so we scheduled that date and time and narrowed it to a 2-hour window. The technician called you when he was enroute for the service call that day some 10- 15 minutes before arrival as promised. He called right on time; when you didn't answer the call, he left you a voice message. When the technician arrived, he entered the house and examined the refrigerator and began his diagnostic process. He explained to the tenant who was there, that the refrigerator was functioning properly. The error that you described was not happening and the technician was not able to force the failure. Where were you? After the service call, when our technician and you finally did speak on the phone, he explained what he found, which was your refrigerator was working like it was supposed to. There was no problem found and it was functioning as the manufacturer intended. When you were on the phone with our technician you were angry, very belligerent and using profanity. He tried to explain several things that may be occurring that would make the problem intermittent. You weren't having any of it and since you continued to be disrespectful, he told you that you should call his manager to discuss the issue. When you spoke with the manger, he explained the same thing that our technician did, that the refrigerator was working properly when the technician arrived. He explained that technician could not diagnose the failure unless we actually can experience the failure to make a positive diagnosis so that we can determine what part of the system is failing. We had a pretty good idea that 1 of 3 parts were likely causing the problem and we could replace all 3 if you wanted or just come back when the refrigerator was in failure mode. If it was inside of 30 days, there would not be a 2nd service call fee. You told our manager to "bill you", which we don't do. Payment is due time of the service call, and we would accept a credit card over the phone which again, you didn't do. That said, our bookkeeper did send you the invoice including written diagnosis via email for the service call, per your request. You replied to her email and said that you would not be paying the invoice for the service call. We trusted you to be honest with us and so we proceeded to the service call that day to see if we could diagnose your refrigerator for you. It was not Andy's fault that you chose to not be present when the technician arrived. We EXPECT you to be at the service call so we can explain what we find and explain the options to you. We EXPEXCT you to settle up for the service call that you requested. Payment for the service call is due at that time-of-service weather you like the diagnosis or not. Choosing to not pay for the service call is not an option Mr. *********. If you would like to call me, I'm sure that we can work something out. Otherwise, we will be turning you over to collections and the review will stand.

*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. ↩