ComplaintsforAdvance Solutions of New York Inc.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Frigidaire microwave in October, 2023. This microwave stopped working less than a month later. It is covered under warranty. Frigidaire uses Advanced Solutions as the company to send out a technician to fix the microwave. The first time Advanced Solutions came, they said they needed a part. The second time they came back, on December 29th, with the parts, they still could not get it working. We were told they would send a report to ********** stating we need a replacement microwave. When we spoke to **********, they said the report they received from Advanced Solutions said when they left the microwave was in working order. This simply is not true. When we called Advanced Solutions multiple times, they are not answering us, disconnecting us, hanging up, and not addressing the problem! They need to stand behind their business. They also blocked my husbands cell phone number.

  Business response

  01/16/2024

  Good Morning,

  Thank you for the inquiry.

  I found the file Job #****** - ******************************* which the repairman was there initially on Tue Dec 5th, 2023. and lastly Fri Dec 29th 2023 under Frigidiare claim **********.

  Our office reopened today from our winter recess. We will review and present the notes from the repair.

  ****
  

   

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The company was not on winter recess, as I have been communicating with them. I spoke to Frigidaire again today, in which they explained they have not received an accurate report from Advanced Solutions.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The company was not on winter recess, as I have been communicating with them. I spoke to Frigidaire again today, in which they explained they have not received an accurate report from Advanced Solutions.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/19/2024

  
  Thank you for your patience
  Our winter recess is after the holidays which is when we are inundated with repairs.
  I have reviewed your job notes will provide some more clarity. 
  We are an authorized contractor for Frigidaire, who sent a warranty repair request on a microwave at the home 4 *************, *****************************
  Frigidaire booked the appointment and ************** arrived on Dec 5th for service.
  During the service call the technician determined there was a significant shortage causing the fuse to be open and reported all parts needed to address the repair to Frigidaire.
  Within 30 minutes the customer called back and berated our **************** *********** demanding that he come back go to a hardware store and purchase parts that were not authorized. (Our system records all messaging and phone transactions and flagged this call as inappropriate behavior .**************)
  The technician returned to the home on Dec 29th with several genuine Frigidaire parts( Capacitor, Magnetron, Micro switch, Switch interlock, 2 Noise filter fuse)  that were supplied from Frigidaire's warehouse.
  After replacing all the parts, the technician continued to experience shortening in the machine and declared it unrepairable in the report.
  The customer called back on Fri Jan 5th, in which the CSR relayed the said information to the customer and advised them to contact Frigidaire for further assistance since the machine is unrepairable.  ((Our system records all messaging and phone transactions .4*************)
  Afterwards,
  The customer continued to harass our office when we were closed for Winter recess with threatening messages. (Our system records all messaging and phone transactions and flagged again this call as inappropriate behavior. **************** * 
  Throughout that time, inappropriate Text messages were sent to the office and technician. ( Screenshot)
  We understand customer is frustrated on their purchase. However , at no point did our staff show any disregard to suggest this behavior or not perform any task not provisioned from Frigidaire from day 1.
  
  Last week, Frigidaire representative was advised of the matter and a case reflecting the above was submitted.  
  
  Entitlement of warranty service is the Frigidaire and not with our company; we advised them to resolve the matter directly with the customer as no other services will be provided in the home.
  Any future concerns will need to be addressed with Frigidaire directly moving forward.
  
  .

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $125 cash to have the head technician, *******, come out to repair my dishwasher. He ran the cycle and left before it was finished. After he left the same error code I was experiencing came up. I called and received no response on a Friday. The following Monday and Tuesday I called the office with no response. I spoke with the manager, ***********************, who reached out to *******. He claimed he was on vacation. He told me a needed a specific part that cost $201 in which I paid with a credit card. I explained I was moving and needed it fixed asap. I was told ****** would Contact the new owner when part came in. The new owner was not contacted until I sent numerous emails and made numerous phone calls. It took so long for contact to be made that the new owner of the home purchased a new dishwasher and the part was no longer needed. I requested my money back for the service call where the dishwasher was left unfixed and reimbursement for the part that was not used. The manager told me they dont give refunds. I kept calling and emailing and was told she had to speak with ******* and get back to me. No contact was made even after I emailed and called. I am now being ignored and out of $326 which is what I am seeking. I have all emails saved if needed.

  Business response

  08/24/2022

  Good Monring.

  We are aware of the Credit to ********************* due to her cancelled repair service by the new home owner.

  Since the parts were special order,  we created a case with ** to return the parts with no restocking fee.  This process takes 2-3 business days.

  Once we received the *** for credit,  We processed her request with our Credit ******** account via ****** Services by ******************

  That process can take almost a week.

  I am happy to report that the ******** services processed the customers request for return of funds on Saturday.  Attached is the screenshot for the transaction that the money was returned to the customers bank.

   

   

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a service call with Advanced Solutions to look at our LG Dryer which was not heating. They sent a service technician out who looked at the problem, charged us for the visit, and said he would have to order parts. 2 weeks later, we got a phone call to set up another service call as the technician (******) said the parts had come in. The technician never showed up to that appointment. When the main office was called, they said they had not received the parts yet. I called Advanced solutions again to find out what was going on as we had not heard anything back. They checked and said the parts were in and set up a service call for Tuesday (8/24). the technician called to confirm the appointment, I returned the call and left a voicemail saying we would be there. The technician again never showed up. I called advance solutions again and today they told me they would be unable to come out for another week. At this point, I would like my original service fee refunded.

  Business response

  09/16/2021

  BBB rep. We are aware of supply chain issues that cause part delays thus impacting our schedule. Technicians call customers in the early AM to confirm someone is home, This residence was call # 1 in Pelham Area. The LG technician called the customer morning of the first 8/23/2021 7:34 AM EST and left a message. The customer returned the call 8/26/2021 10:40 AM EST and informed us that she was home and stressed her concern that she was unhappy with the reschedule. On 8/26/2021 11:53 AM EST, We rescheduled the call for 8/30 and Customer confirmed the appointment for 8/30/21 and where she provided an Alternate phone: ###-###-####. We changed the default number to the alternate provided. We see that the repair was completed at the residence *** ********* *** ****** ** ***** on 08/30/2021 04:33:02 PM and services were paid in full upon completion. In conclusion, we regret having customers wait longer than normal for service. At this time there are only a select few LG authorized technicians currently working in the field and the industry is short handed leaving an impact on scheduling. LG America is aware of this matter and having all referrals directed to the local service centers as LG is unable to schedule calls directly at this time. Even today, we continue to struggle as the industry with low employment. We hope this will be resolved in the next couple of months once the mandates change and the practice returns to normal. Stay safe.

*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. ↩