ComplaintsforValley Appliances

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is literally the worst company Ive ever dealt with. They initially came out to fix the dishwasher and took control board with him on June 19. The company explained that they sent it out for repair but that it was delayed and they didnt come back until July 26. This still didnt fix the problem and they said they had to replace another part. They came back on August 2 still didnt fix the problem, saying they needed another part.I called the office that afternoon to discuss the situation. The dispatcher literally insisted that they never took the control board with them. This, despite the fact that both my wife and I were right there when it happened AND we have camera footage to prove this. Instead, she said to call the home warranty and hung up the the phone.I called back and spoke to the office manager. She finally acknowledged that they in fact did take the control board. I responded that the dispatcher had implied that we were lying and had upset my wife and therefore I wanted her to apologize to my wife. Her response was that I was now upsetting her and that she was shaking. Later, she also said I made her cry too. Also, after the call she called Old Republic and said that they would no longer service our house because BOTH the office manager and dispatcher were now shaking and crying. As it turns out, Old Republic later uncovered that there was literally nothing wrong with the control board in the first place lol. Fortunately, they were quickly able to see what an incompetent clown company this was, apologized to us for their unprofessionalism and worked out a fair resolution with us.

  Business response

  08/08/2024

  This is by far the most outrages customer I have ever dealt with in my many years of work with this company. They are requesting a refund, I have nothing to refund to them as they NEVER paid us anything!!! We refused to service them as we refuse to be treated as bad as if we are their slaves!!

  Customer response

  08/09/2024

   
  Complaint: 22104611
  
  I am rejecting this response because:

  I am well aware that I never paid you anything.  However, I had to pay Old Republic a service fee and received no service at all from Valley Appliances; only incompetence and aggravation.  
  

  What kind of response were you expecting when you implied that my wife was lying about you taking the control board for a month (which had NOTHING wrong with it)?  Not to mention the fact that you came out multiple times to fix ABSOLUTELY NOTHING!!!
  

  When the warranty company is apologizing for your incompetence that says enough.  Plus, the plethora of negative reviews you have, especially on YELP, basically saying the same thing over and over speaks for itself.

   

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

  Business response

  08/12/2024

  So you can request your money from ************, if you have been transferred to a different company then these money would go to the other company, so again there is no refund you will get from us since we never received any money from you! Also I can say the same about Old Republic apologizing to us for having such customer's. As far as the reviews on Yelp and such, of course they wont be as good as they should. Customer's that are very happy with our service don't have the time to write reviews. We've had thousands of customers and just a few reviews. So that will tell you something. It is a well known fact that people that have a lot of free time on their hands are the once that go all around places trying to hurt as many businesses as possible. 

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 15th, my tenant called to say that the freezer wasn't keeping food cold. I contacted AHS, assigned Valley, and they met with him on 3/17. He was told it needed a gasket, water line, and motor fan. On March 23rd tenant called and said Valley brought the wrong parts. On March 29th, my tenant called Valley. Valley submitted a request for parts to AHS and did not get confirmation to proceed. On March 31st, my tenant called AHS, and AHS canceled the work order for Valley, and AHS was to give me a cash-out option. I contacted AHS - their notes - Said Valley replaced the thermostat without needing a gasket. Or, it seems like a water line or motor fan. According to my tenant, no parts were installed by Valley. All I know, I spent $1399 to purchase a new refrigerator. I have no idea what Valley did/did not do. If they can't fix the refrigerator, then American Home Shield owes me a cash-out. AHS is NOT giving me any money based on Valley's note that they replaced a thermostat.Did you or did you not repair the appliance?

  Business response

  04/20/2023

  I do apologies for your inconvenience. Upon checking the information we have parts have been replaced after which you closed the order by requesting cash out telling your home warranty you cannot wait for additional parts. We were notified by your home warranty and report was given to them. So we have done whatever was asked of us. You can request second opinion maybe. Thank you. Have a great day.

  Customer response

  04/21/2023

   
  Complaint: 19922046
  
  I am rejecting this response because:

  my question wasnt answered. You ordered the parts and for some reason, there was a two week lag. So please
  1. Were the incorrect parts ordered?

  2. Did AHS refuse to authorize a second order for replacement parts? What were the parts
  3. Did you install a new thermostat? My tenant said you did not replace anything. 
  4. what was wrong with the fridge and could it have been repaired? 
  5. whose decision was it to close the repair order and do a cash out?
  Im getting a totally different story from my tenant. Thanks 

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

  Business response

  04/26/2023

  Hello, Thermostat has been replaced. I don't know why your tenant is giving you all kinds of run-arounds. Tenant requested for a gasket to be replaced. We submitted the report for gasket and told them that there is not an actual malfunction to the gasket so AHS didn't cover it. Later your tenant called and told us they don't agree so we told them we will request for a second opinion to go diagnose the gasket as well. This work order has been transferred to a second opinion company. If they went out or have diagnose or who they are we don't know as this information is not provided to us. Later we received an email to close the order and submit for cash out, probably you or your tenant requested from AHS. We submitted all of the information they wanted. Your best bet is to just go with the second opinion company instead of giving from your own time writing letters here. We have done what we are supposed to, thermostat is replaced and order has been requested to go to second opinion for the door gasket. This is all we are able to tell you as far as this work order. Sorry for the inconvenience that this has caused you but just schedule appointment with a second opinion company. Thank you, have a great day. 

  Customer response

  04/26/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was refered to us through American home shield refrigerator freezer not working reached out on February 9th 2023 did not hear anything from the company and I reached out on February 13th left a message regarding refrigerator freezer reached out again on February 14th which in turn they finally answered the phone they sent somebody out February 15th said they needed to put Freon into the freezer which they did not have on hand left the property I didn't hear from them I reached back out they did not answer the phone I called back they made an appointment for February 20th they put in the freon. February 21st refrigerator and ******* still not working this is day 12 I've explained to them my mother has Alzheimer's she eats certain foods she's unable to swallow we have wasted and thrown away so much food I called back with frustration on February 21st the company hung up on me very disappointed very unprofessional 12 Days later still no refrigerator freezer what a shame!

  Business response

  02/21/2023

  This work order came on 02/10/2023, our first appointment was on 02/14/2023 (we have 7 days per home warranty rules to go out to the property so we were within guidelines) We diagnosed that we needed to put in Freon and went back on 02/20/23 to refill. Today customer called yelling and was scheduled for today for follow up appointment to see what else might be going on with the fridge. Unfortunately we have the right to refuse the service to anyone so we will no longer service this customer as she is very hostile. She should expect a call from her home warranty.

  Customer response

  02/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  --------- Forwarded message ---------
  From: *************************** <**************************>
  Date: Tue, Feb 21, 2023 at 6:29 PM
  Subject: Re: You have a New Message from BBB Serving *************** Complaint #********
  To: <**********************************>
  

  
  
  The companies response was inaccurate I had to call several times to reach out to even get the first appointment. And then when the service tech did not show up I had to call again and was advised the tech was going to be late after he finally showed up he said that he would be back by Thursday or Friday of that week which would have been the 16th or 17th when I called to confirm I got no answer I called again she had told me that how could the tech tell us that because she does the schedule and she has not scheduled anything and I told her my concern that my mom has Alzheimer's and needed certain food because she couldn't swallow she said she would call back she never did so I called again on Friday the 17th she said she had no schedule set that she would call back she did call back later that afternoon and said she would have somebody out there on the 20th when the tech did not show up on the scheduled time I reached back out and they said he would be late which is the norm for this company evidently he was there for 30 minutes it did not say anything he left said it was fixed on the 21st the refrigerator and freezer again was not working in fact it was worse the refrigerator had no cooling at all. I then called American home shield and told them the situation they reached out to them they did not respond I called three times finally got an answer I told the company that it was not working it was actually worse she said she did not get anything from the tech I asked her that she needed her to send the tech back today which would be the 21st she said in a very rude and condescending way I have not heard from the tech I have no report I'm not sending anybody there ,  I then became  frustrated and told her that it had been *************************************************************************************************************** I reached back out to American home shield they kept me on the phone and at that point is when American home shield conveyed to me that they were going to come back out tonight on the 21st between 8:00 and 9:00 p.m. which I agreed said yes. At no time did she reach out to me and tell me that they had scheduled a time personally I had gotten that information from American home shield, she was not truthful in her response. So as far as I'm concerned this company was very unprofessional and I would not use them or refer them in the future This is my response even as a frustrated customer I should have not have been treated that way. Very unprofessional!
  
  

  Sent from Yahoo Mail on Android

  
  

  On Tue, Feb 21, 2023 at 1:32 PM, Better Business Bureau

  <**********************************> wrote:

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

  Business response

  02/22/2023

  This work order has been transferred to a different company. Customer need to contact American Home Shield in order to find which company will be assigned to service her.  Thank you.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was sent to repair our appliance from Old Republic home warranty. They showed up, took parts off of our freezer and we can not get them to come back. They keep saying they had a defective part from the company that sent to them or wrong part. Actually we have heard several stories for the delay and believe this company is a scam that Old Republic either doesn't know or is appreciated to minimize their claims. Our home warranty expired during the 5-weeks Valley has taken with this claim, so we offered to pay ourselves to have them fix it. Still nothing. We've already paid the $75 service charge and they closed it out with Old Republic like it's finished. I am just trying to get them to come back and give me whatever part they've stolen/pulled off that left the nuts and bolts in our freezer door so that I can have another company assess what is wrong with our freezer.

  Business response

  12/27/2022

  This service request was for a free standing freezer which by the customer's plan with his home warranty he doesn't have coverage for. He did request that we replace the part as a private customer to which we agreed but unfortunately his part has been on back order for a very long time and supplier does change the shipping date all the time. (This is not the only back order part, due to shortages there has been a lot of those lately.)  We have been trying to explain this to the customer but they cannot understand apparently and thing we are lying. Why would we lie, we don't get paid to lie!!!! Nothing has been taken from this customer's home!! And the $75 they have paid is their deductible for their Home Warranty which we collect in their behalf so they can call Old Republic and take it up with them.  
  

  Customer response

  01/02/2023

   
  Complaint: 18552633
  
  I am rejecting this response because: This business has not been trying to explain anything to us.  They will not return phone calls, period.  They have gone dark and we have moved on to another provider.  Poor communication, poor service, and bad attitude as you can tell from the reply.  Buyers beware of Valley and insurance companies like Old Republic or others who use them should review their vendor analysis process and dump Valley from their program.  We will never use Valley Appliance again that is for sure.
  
  Sincerely,
  
  *****************************

  Business response

  01/12/2023

  We really do apologies for your inconvenience but we are only the middle man here. Old republic home protection are the one making decisions. 

*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. ↩