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:03/20/2024

  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 assigned to fix ** washer dispenser issue. By home shield. Tech made 4 visits first part needed to be order second the part was received damaged third the part was installed. But was still not working tech stated they would need to reorder part. Now there decision is that I used too much soap. If this was true why did it take 4 visits. And theyre, lying soap was never the issue. They cant figure how to fix it so now theyre blaming me

  Business Response

  Date: 03/20/2024

  The workorder has been closed and completed by the warranty company. The customer needs to direct all further communication to the home warranty. 

• Initial Complaint

  Date:01/29/2024

  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.

  Good moorning, this is ******** live at *************************** Las Vegas, ** ***** my Kenmore Washers and Dryer stopped functioning over 2 months ago. All Desert Appliances wo #***-9457 sent out a technician to assess the issue in December. He determined that the Dryer needed a motherboard replacement and the Washer needed a transmission replacement. I was assured the technician ordered the replacement parts and once they arrived he would return to fix the appliances. When the technician returned he only had the motherboard and not the transmission.At that point he reassured me that the part was ordered and that he would return again once he received the part. He replaced the motherboard and the Dryer still malfunctioned. Two weeks passed and I didnt hear anything back so I called your company and the operator stated the the work order was completed and closed out, I was advised that another work order would have to be completed to get the technician back to fix both appliances. We scheduled a date of January 15 for the installation of replacement parts, at the last minute I was told we would have to reschedule for today January 24th 2024. The technician arrived without any replacement parts for the washer and dryer! Im unsure if this is the manner in which you choose to conduct business but I am past upset. I will be contacting the Better Business Bureau and notifying them of my experience as well as you ***************** Your unprofessionalism is unacceptable. Im demanding that your company Repair, Replace, and Repay me for lost time and money surrounding this incident. Do respond in a timely manner or legal action may initiate. Thank you.

  Business Response

  Date: 01/29/2024

  Any repairs are dictated by the home warranty coverage. At this time, the workorder is closed and completed. Please direct all further communication to the home warranty. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21207982
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/31/2024

  The company did not fix either appliance that is currently under warranty. They did not solve any problems or complete the job that is covered under warranty.

• Initial Complaint

  Date:01/11/2024

  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.

  On November the 15th 2023 I contacted American Home Shield with regards to a refrigerator and freezer that were not working. American Home Shield then sent out contractor ***. On November 20th 5 days later *** shows up looks in my refrigerator for a few seconds then says he has to order a part. 10 days later on November 30th 2023 *** finally shows up to replace the part. On December 1st 2023 I contacted *** and American Home Shield informing them both that my refrigerator was still not working. On January 2nd **** 88 contractor came out could not speak English just nodded when I was speaking to him letting him know that nothing is working in the refrigerator or freezer and my refrigerator is warm and spoiled the food etc. He then informs me that the refrigerator is unrepairable and I would be getting a phone call from American Home Shield. 2 days later I still have not heard from American Home Shield so I reach out asking what the prognosis was what where do we go from here, American Home Shield informs me that *** sends over a report stating that they fixed my refrigerator and freezer and they had closed their report. *** completely and flat out lied to American Home Shield and lied to me told me one story told American Home Shield another story now I'm stuck with no refrigerator and them trying to hash out what's going on while I have absolutely nothing in the way of a refrigerator! I have never in my entire life dealt with a business so unprofessional lying to customers and lying to American Home Shield, furthermore, I'm disgusted with American Home Shield and the fact that they even employ these people that are just out to make a free buck and don't care how they do it. Somebody needs to *** this company and I believe I'm going to be the one to do it!

  Business Response

  Date: 01/11/2024

  This person is no longer our customer. The workorder for the refrigerator has been closed and completed. They need to direct all further communication to their warranty. We cannot issue any refunds since we didnt collect anything. If any money was paid, it was to the warranty, not ADA Repair.

  Business Response

  Date: 01/11/2024

  This person is no longer our customer. The workorder for the refrigerator has been closed and completed. They need to direct all further communication to their warranty. We cannot issue any refunds since we didnt collect anything. If any money was paid, it was to the warranty, not ADA Repair.

  Business Response

  Date: 01/11/2024

  This person is no longer our customer. The workorder for the refrigerator has been closed and completed. They need to direct all further communication to their warranty. We cannot issue any refunds since we didnt collect anything. If any money was paid, it was to the warranty, not ADA Repair.

• Initial Complaint

  Date:11/15/2023

  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 have a home warranty insurance policy with American Home Shield. This covers several appliances. I originally submitted a repair request on August 26, 2023. American Home Shield assigns a local repair company. In this instance they assigned ADA Repair *** DBA All Desert Repair. They didnt come out untilSeptember 15, 2023. The did not fix the problem. Ive had 5 or 6 repairmen out since then. The problem has not been fixed. The freezer/refrigerator does not cool. Ive lost the food in the freezer twice. Every time I call the service order and it takes a minimum of a week to get someone out here. They spend 10/15 minutes looking at the fridge and leave saying that they need to report the issue and order the part. Then it takes 2 or 3 weeks to get them out here again. The fridge works for a day or two and then the error message comes on and the freezer stops cooling followed by the fridge. The last time the repairman came out, he said something had burnt out and he replaced it. Said that it would start cooling immediately. Well its been 4 days and the freezer and refrigerator are warm inside. I have been waiting to get an answer on whats going to happen next.. another attempt to repair or replace. I have sent in 3 requests for them to come out and look at it again but they closed the 3 work orders with no explanation. There is a 30 day warranty on their work so they have to come out. I called American Home Shield and they tell me they will call them and get them to come out. I have been without a working refrigerator for 3 months and it feels like nobody cares. I need am answer ASAP please. Please call me and advise. My number is *************.

  Business Response

  Date: 11/15/2023

  This customer has an appointment tomorrow to finish the repairs. The complaint is not accurate or up to date. Seems like it was copy and pasted from a previous complaint to someone else. 

• Initial Complaint

  Date:11/06/2023

  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.

  American Home Shield Sent them out to fix the microwave, and they bent the microwave door making it so it doesn't turn off now when the door is closed. The tech hurried and closed out the ticket so they would put it back on American Home Shield and the customer when there tech broke the microwave door installing the new one, tried to **** it with pliers and now it won't turn off when the door is closed and not on a runtime. I saw they had horrible reviews and a lot of customers dealing with issues, so I put a camera on the tech while he was in the home to have proof, and I kept it all to move forward. The company at first said they hadn't been to the home numerous times until provided a screen shot when I sent pictures at the beginning of there tech. They are definitely better at playing games than acting professionally also tech the sent home was in a regular automobile, not a company car, and couldn't speak any English.

  Business Response

  Date: 11/06/2023

  We have not  been to the customers home for service since September. We do not have any open work orders for this person. As we have previously advised them, they need to contact the warranty for further communication.

• Initial Complaint

  Date:08/10/2023

  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.

  ADA Repair was selected by my home owners insurance company Fidelity National Home Warranty to repair a washing machine that would occasionally stop working. On July 2, 2023 a technician by the name of *** was sent to my home to analyze the problem. After he inspected the washing machine he said he would have to order a new ************* and Control Panel, but, before he could work on the unit I would have to remove the dryer off the top of the washer. On July 10th, I advised *** the dryer was removed and they could repair the washer. After weeks, they finally confirmed they would come out on August 4th, 2023. Upon ***'s arrival, I asked where were the parts and he said they (***) wanted him to get another opinion or confirm his initial analysis on what parts were needed. *****, I called *** and asked to speak to the owner or General manager and the lady said their wasn't one. I then proceeded to explain how disappointed I am with their service and her response was " use a different repair compnay". I said I would but it would delay the repair again and I need it working now. After waiting another week I called to confirm the parts were ordered and to find out when they could schedule coming out to fix it she advised me " they are waiting for Fidelity's approval.I called Fidelity and was told they "would not" cover the repair due to negligence on my part. I asked how was there negligence and they said I used the wrong electrical outlet and ruined the unit. The ironic part of all of this is the washing machine has always been plunged into the same wall outlet since I bought the house. It also still works so that is absolute lie by ***. Now, I am getting a second opinion so my insurance will cover the cost of repairing it. I also plan on suing t*** in small claims court. DO NOT USE ***.

  Business Response

  Date: 08/14/2023

  Good Morning,

  The home warranty has chosen not to cover the repairs. The decision is not made by ADA Repair. This former customer needs to contact his home warranty, who hold his contract for further resolution. This work order is closed with our company.

• Initial Complaint

  Date:06/30/2023

  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 service request with my home warranty company 05/27/2023 for my refrigerator that was making a noise, ADA Repair was the assigned vendor. They came out for the first time to look at my refrigerator 05/31/2023 and since it wasn't making the noise at the time, the technician "***" told my wife that there was nothing he could do, left a blank invoice on my counter and left. He was in my house all of five minutes, I have it on video, him entering my residence and leaving five minutes later. The second service request was put in and they returned to my residence 06/20/2023 as the refrigerator was still making the noise and we now had it on video. The technician "***" came back out and looked at the video, took a part out of my ice maker, went out to his personal vehicle, came back into my house and put the part back in my freezer, told my wife he was done and again left a blank invoice on my counter. And by blank I mean there was nothing written on it as to what service was done, what was inspected, etc.Two days later, 06/22/2023 the refrigerator is making the same noise again, so I call and put in a third request for service. I was scheduled for the technician to come out 06/27/2023. I received a call 06/23/2023 by ************* telling me that I needed to defrost and unplug my refrigerator prior to the appointment or it would need to be rescheduled. The technician comes out, takes another part out, goes to his personal vehicle and comes back in, leaves an invoice on my counter, yet again blank and leaves. The refrigerator is not holding a temperature now, it's warm, not cooling down and the technician had the nerve to send the completed work order back to the home warranty company saying that it was normal wear and tear that the homeowner defrosted and unplugged the refrigerator; only after we were instructed to. I can never speak to a manager at this business either.

  Business Response

  Date: 07/05/2023

  This claim has been closed and completed with our company. The report was submitted to the home warranty and this former customer needs to contact them directly for further communication. 

• Initial Complaint

  Date:05/16/2023

  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.

  from 2 service calls, I was told my wash machine water level could not be changed as it was preset at the factory and controlled by the main board, even though the level is not high enough on large loads ( quilt,blanket,ect.) I then had the clock on the microwave issue, which he reset and it worked. 2 days later I had to reset it like he did. It then went out completely, no power, no light on control panel. He came out again and said it was the door switch, without ever doing anything to the machine either trip, except writing down model and serial numbers. I thought they would call to schedule (again) replacement. waiting only on parts, I received an email from Old Republic home protection that they refused my claim, because the report from the serviceman said it was misuse due to the door being slammed. He had only told ** that it was switch problem. we don't misuse anything, have been in residence a year. question serviceman being able to file report when he has not examined product at all. Now question his version of water problem on wash machine as well. Old Republic says they have to go by his report and I must pay for service call. I did, but only for my credit sake. It almost seems that the insurance has someone doing service that will give them reason not to pay! Have others had this happen? ***********************

  Business Response

  Date: 05/17/2023

  The warranty company determines if the repairs are approved or denied. ADA Repair has no control over that. The customer needs to see what their options are through the home warranty, both workorders have been closed and completed with **. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20065453
  
  I am rejecting this response because:
  They dont explain how a man can tell a switch can be named as the problem without inspection to me , then   in the report say the control board is bad as well. Then to say there was misshandling ( slamming door)as a cause , ( he is incorrect, but it gave the insurance co.  A justification to deny the claim). We have had the home for less than a year and the device is sparingly used. We use an air fryer most of the time and we dont mishandle anything! *********************;
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/17/2023

  The customer needs to contact their home warranty for more information. The claim is closed and completed with our company. The customers always have the option of requesting a second opinion.

• Initial Complaint

  Date:05/08/2023

  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.

  All Desert Appliances company repaired my dryer back in February 2023. The were contracted by my home warranty service. They replaced my dryer's control panel and it is now malfunctioning. The start button doesn't work and when the timer gets to the "off" position it keeps running and won't shut off. I called them on May 5, 2023 and spoke with ***** and was told I have to set up another service call, and repair fee through AHS. They refused to let me speak to a manager and insisted I email their customer service which I did. No one has responded. I am thoroughly disgusted with this company and their mistreatment of my issue.

  Business Response

  Date: 05/08/2023

  Customers email has been responded to on the next business day. He was advised to contact his warranty for information on setting up necessary repairs since we do not have any open service requests for this property. If his desired resolution is a replacement, those options would need to be discussed with whoever holds his contract. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20025720
  
  I am rejecting this response because: AHS said they have no information for or connection with the warranty of the part provided by Desert Appliances. The responsibility lies with them since they furnished the part and have the manufacturer's warranty for it.  I was not provided the warranty for the part at the time it was installed, otherwise I would contact GE directly.  Since warranties are valid for a year minimum this would cover the cost for Desert Appliances to replace the defective part that they installed on my dryer.  I did not select this company to repair my dryer, AHS chose them and I have no say in their selection.  I need an immediate solution to this dilemma and they need to cease directing me to AHS who is out of the picture on this matter.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/10/2023

  The warranty is dictated by the terms of contract with the home warranty. We serviced this dryer under the home warranty claim, not through the manufacturer. The customer needs to review terms and conditions of his contract. There are no current open claims for this former customer with **********************. 

• Initial Complaint

  Date:05/04/2023

  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.

  Home warranty sent this company out fix my dishwasher on 4/24/23. Spray arm had fallen off of the top of the dishwasher. Technician said this was a common issue and needed to order some parts to repair. ********** went from "not working well" to not working at all. A week later the home warranty company calls to tell me the claim has been denied due to the repair not being caused by normal wear and tear. **** at *** won't disclose any information to me regarding why this decision was made and also won't send out a technician to at least return the dishwasher back to it's "not working well" condition. Had to pay the home warranty company a service fee and now I'm worse off than I was if I had just dealt with a slightly broken dishwasher.

  Business Response

  Date: 05/04/2023

  This customer needs to contact their home warranty directly for further information. The workorder for the dishwasher has been closed and completed with our company. A full report has been submitted to the contracting party who in this case is the home warranty. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20015283
  
  I am rejecting this response because:

  the technician left my dishwasher in a non working state. Prior to his arrival it was working just not working well. By reporting to the home warranty company that the dishwasher was broken not due to normal wear and tear they have refused to cover the repair. And now Im left without a working dishwasher and will have to cover the cost of the repairs to even get the dishwasher back to operational. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/08/2023

  The customer needs to contact their home warranty for further information. This workorder has been closed and completed with our company.