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:01/06/2025

  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.

  Home warranty claim made through ******** **** ****** on 12/9/24 for a dryer that was squealing. Tech came, alleged to have repaired the dryer and dented the washing machine door in the process. Another tech came on 12/23/24 after I reported the damage and whacked the washing machine door with his hand a proclaimed that the door was fixed. It is still dented. Additionally, the initial problem was never fixed and the dryer is still squealing. No follow up was ever provided by the company between 12/23/24 and 1/6/25. I called on 1/6/25 requesting a follow up and was accused of yelling at the technician on 12/23/24 and today. The representative, James, sent me an email after hanging up on me today that they would no longer be assisting me. Please see that attached document for a more detailed account of my experience.

• Initial Complaint

  Date:09/12/2024

  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.

  I had a problem with a washer at home, I have AHS (American Home Sheild) warranty on all of my appliances, I called them to schedule an appointment. They assigned me "Express Appliance Service LLC" to perform the repair. One of their technician arrived on Sept 9th to perform the repair. After diagnoising the issue, he mentioned that he will order a new part which will arrive and I need to schedule another appointment to resolve this issue. I called them couple of days later asking about the status of the part and to schedule another appointment. To my surprise, *******, who picked the call mentioned rudely that this issue is closed and i should not contact them about the issue. I mentioned that I spoke to the tech myself and he mentioned that he ordered a new part but she said that this issue is closed and washer has no failure. After looking through all the details about the company, it looks like this company is in ********** and operating through independent contractors in different cities. It looks like they are doing this same scam to everyone who requested service through the warranty service companies. Now, I still have a broken washer with the service fee paid.

  Business Response

  Date: 09/13/2024

  The homeowner ******* ****** put in a workorder with their warranty company ***. When we were there our technician *** could not duplicate the problem. We always give a truthful report back to *** on what we found. If Mr. ****** is still having any issue with the washer he simply needs to call AHS and we can go back to rediagnose it. We told Mr. ****** this but he yelled at ******* and hung up the phone. We are happy to go back and fix it but he was extremely combative. He also can call *** and request another company. Either way it would be of no cost to him.

  Customer Answer

  Date: 09/13/2024

  
  Complaint: 22278501
  
  I am rejecting this response because:
  
  I spoke to the technician on site when he diagnoised it and he mentioned that he will order a new part for me. When i asked about this information to the *** on call (*******), she was very defensive and wont even accept to verify this information. I asked her to put me on a call with technician, she denied it saying she wont do that. I asked her why the technician said that he will order a new part for me, then she started talking rudely. I wasn't combative, I was trying to understand what happened and how she can close the case when the technician with whom i spoke said he will order a new part. There is also a chance of miscommunication but she rudely said that she wont verify this information. 

  Also, I may get another another vendor to come and fix the issue but the point here is that they took money from *** warranty and clearly lied about fixing the washer. They are using this loophole that all the customers from *** or any warranty ********************** would just get another vendor to fix the issue but these people will get the money from *** warranty service for doing nothing. 

  They are registered in ********** but they are operating in *********, **. Are they even registered to operate in **** ?? They dont even have a local office where I can go to resolve my issue. They are literally scamming everyone.

  I want them to put me on a call with the technician and explain why he said he will order a new part for me but closed the issue or return back the money they took from AHS.

  Regards,
  
  ******* ******

• Initial Complaint

  Date:09/04/2024

  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.

  Express Appliance is actively working with the home warranty company HSA to deny legal claims. James, the rep at Express Appliance is perpetuating fraud to deny claims. I purchased a new home and with it came an HSA warranty. The oven in the home would not turn on, so i contacted HSA. HSA sent out one service agent who deemed the oven irreparable. After that, HSA connected me with Express Appliance. I called and spoke with a service rep James. During that call I explained to him the oven and what was wrong. With the information I gave him, he could tell the oven was irreparable. He verbally stated on that call that he did not want to take this job as it would cost him money. We had several conversations over the next 2 weeks, in which he tried to get out of working on the job. He finally figured out a way to put a fraudulent statement into the HSA system so the job would be pushed to another service technician.

• Initial Complaint

  Date:07/08/2024

  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.

  This company was sent through my home warranty. Will B was the technician. Since May 25 he has come to my house four times. He broke my vent and my washer and dryer are still not fixed. He put on his diagnosis no mechanical failure with the washer.My washer doesnt work and makes beeping noises my dryer doesnt work. He still refused to put in for a replacement. **** poor company and need to be out of business. They owe me money for a new washer and dryer.

  Business Response

  Date: 07/19/2024

  This homeowner has a warranty with American Homeshield. We are the subcontractor hired by American Homeshield to look at the washer and dryer. We could not find anything wrong with either appliance. If the homeowner wants they can call American Homeshield and request another company double check the washer and dryer at no cost to the homeowner. This customer is coming after the wrong company. We couldn't find any problem but they want us to report to their company American Homeshield that the washer and dryer cannot be repaired. We are required to be honest in our report to American Homeshield. To lie to them would be committing insurance fraud. We are choosing not to do that and be honest in our assessment of the appliances.

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 21958823
  
  I am rejecting this response because:
  
  This company was not honest with what they found. They tech came out 4 times and broke my vent on my dryer. He repaired 2 parts in my washer that did not work. My washer did not work it stopped performing when the tech was there. The tech and this company is a dam fraud.

   

  AHS sent out another contractor first time he came in 5 minutes said the washer is broken and the vent was definitely damaged due to it being removed by previous tech. Thats kinda funny another tech who had no idea came in and requested a replacement and didnt even know a tech he previously visited four times. This company has so many bad reviews they shouldnt even be in business anymore. Because of this company AHS did not give me the full price to replace my washer and dryer due to the dumb tech coming out four times. I plan on filing a lawsuit if they dont take responsibility for there actions.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/08/2024

  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.

  I requested assistance with a minor issue to replace a filter. The technician BROKE both my ice maker and meet cooling/ drawer and glass lid. I own a Viking refrigerator. I reported it immediately and spoke to ***************** who said someone would follow-up. I have colluded several times since Feb 14th ( the date of damage ) and sent an email to via their web-site. No response. The Company is ignoring me. I also reported it immediately to American Home Shield who sent this vendor to my home - and they directed me to deal with Express Appliance directly. They did send a different vendor to my home to determine the extent of damages. I do not think that the vendor should get away with causing me extensive damage and then ignoring me. I believe that American Home Shield has also contacted them, but is not getting a response either to assist me.

• Initial Complaint

  Date:02/08/2024

  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.

  Through American Home Shield, they contracted to fix my refrigerator ice maker. It took 3 or 4 visits before it was finally fixed and in the process caused a leak in the water tube to the refrigerator causing about $8,000 in damages to my floor and basement ceiling.

• Initial Complaint

  Date:10/09/2023

  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.

  this company came out to look at my stove on 8/25/2023 and they didnt order my part until I called them a month later, They claim the item was on back order in sept and amazingly it came 5 days later. Today, they just called me to schedule the repair and its Oct 9!

  Business Response

  Date: 10/30/2023

  On October 20th, 2023 we completed the repairs on the range. It's working now and everything is resolved.

• Initial Complaint

  Date:08/09/2023

  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.

  A repairman came out about 4 weeks ago to see what was wrong with our dishwasher. He pulled it out and said the circulation pump was bad due to normal wear and tear. The part was ordered. It arrived and I called the company to make an appt for installation. I was told that he was on vacation for a week. The company called me a few days later to confirm the part number. I read the part number to them and they confirmed that it was the correct part. The same repairman came out again. He pulled the dishwasher out and said that he had the wrong part after it was verified that it was the correct part. He lied to us. We got a notification from our home warranty company that the repairman reported that there was a ***** infestation. He never told us anything other than the part was wrong. My son was standing right there and never saw any roaches. Now I am getting a second opinion from American home ******* second company. I have waited now 4 weeks. My husband has cancer and kidney failure going to dialysis 2 times weekly. I need my dishwasher fixed now!

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  Technician came out to check refrigerator leak. Reported falsely to my home warranty company that hoses were destroyed by mice and now home warranty doesnt cover it. Outright lie. No mention of mice when he was here. Nor do I have any mice in the house! They are collecting money from home warranty people and filing false reports.

• Initial Complaint

  Date:02/01/2023

  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.

  My refrigerator needs repair and no technician knows what they are doing. My food and medication is spoiled and it seems that no one seems to care that I am an disabled medicated patient. I asked for a loaner refrigerator, reimbursement for food and medicine, etc; and have been turned down from the the contractor and AHS. *** said they are not responsible for secondary damages. So, who is? Now I have to get a lawyer to find out who is responsible. I spoke with express appliance and ****** is so rude. She actually hung up on me. Wow, what customer **********************. Then *** keeps blaming AHS and know one will take responsibility or accountability. I asked *** to forward me to her insurance to open a claim. She refused. I need to check with a lawyer now. Each company is blaming each other. I just want refund, reimbursement, new food and medication, etc. Please help. And we are now still waiting for a part that should of been ordered on the first diagnostic performed. But ******** did nothing to the appliance in 10 to 15 minutes and ***** was here over 3 hours learning his job talking to the help support Line and made everything worse. Omg!

  Business Response

  Date: 02/10/2023

  I believe this issue has been resolved. We completed the repairs on the refrigerator on 02/08/2023. If she is looking for reimbursement for the food in her refrigerator she would need to talk to her warranty company. She has a home warranty that covers her refrigerator. We are a sub contractor for her warranty company. We do not collect money from the homeowner nor does she pay us to fix her fridge. Her contract is with AHS. We finished our obligation of completing repairs on the refrigerator. 

  Customer Answer

  Date: 02/11/2023

  
  Complaint: 18966660
  
  I am rejecting this response because: I have a video with Express Appliance LLC technician stating that the refrigerator was working before he initially left. So, they left a medically handicap person medication and food spoil with nothing to eat. I am due some reimbursement from them. 
  
  
  
  Regards,
  
  *****************************