Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  TRANSACTION DATE: 3/11/2024 AMOUNT PAID: ******* $SERVICE REQUESTED: WILL NOT HEAT JUST BLOWS COOL AIR PROVIDE DIAGNOSES AND REPAIR ELECTRIC CLOTHES DRYER TECHNICIAN ARRIVED TROUBLESHOT. He troubleshot unit said the CONTROL ASSEMBLY was bad the next day company called and told me they needed my credit card number so they could order part, i gave them the number and part was ordered. when part arrived a week later a different technician came by to install it. it kept kicking out a code and he didn't know how to clear code. the controller card did not fix problem. a day later they sent out another technician and he ordered another part he called a OUTPUT CONTROL BOARD. a week later he came back with the new part however he said it was wrong part and he took part back to factory with him, Another few days went by and they sent out another technician to pick up the CONTROL ASSEMBLY and return it to factory appliance service. I did not hear from them again so i called another company to see if they could fix the problem. they replaced the heater element which had an open coil. both parts i was charged for have been picked up by Factory Appliance service. I have sent messages via text to them asking if they have resolved this issue and have no response to date, 5/29/2024. i have no problem paying for the troubleshooting and maintenance or part shipping which is 278.95$ all i want is my ****** plus tax which i paid for the parts that they ordered and have in their possession.THE ACCOUNT IS INVOICE NO. ******

  Business response

  05/30/2024

  Our records indicate that the customers requested a refund in the amount of $934.66 for the above mentioned invoice. This refund was for parts and materials installed by our company or returned to our company. Our records further indicate that two separate refunds were approved and processed to the customers **** card with numbers ending in 4569. The first refund for $560.48 was issued on 03/14/2024 at 12:28 PM and the second refund was issued on 03/25/2024 at 1:47 PM in the amount of $534.13. This is a total refund of $1,094.61 which exceeded the customers requested amount of refund. This was done through our credit card processor and applied directly back to the card provided to us by the customer at the time of sale. The authorization/approval codes for the transactions are as follows.

  Auth Code : J9MAEE   $534.13

  Auth Code : 3U9NXX   $560.48

   

  I believe that we have already addressed the customers request in this complaint. However, if there is something that we need to do further I would encourage him to reach out to us again.
  

  Business response

  05/30/2024

  On my last response I incorrectly stated the dates of the refund. Both refunds were completed on the same day. The date of each refund was done on 05/18/2024.

  They were both applied to the credit card provided by the customer as stated previously.

  
  

  Customer response

  06/03/2024

  I have reviewed the business response and accept this resolution.  Thank You for your expedient response. When i contacted the business by Text Message if they would have responded i would not have to had BBB check into this for me so Thank You

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $281.37 for parts and labor to replace our refrigerator ice maker and I have a text to prove that. On April 17 , 2023 I canceled the job since the ice maker is working and doesn’t need replacement. I talked to them and I was told that I might not get the whole amount for restocking fee . And I received a text that I will receive a check of $237. 85 by mail. And it’s already May 3 , 2023. I’ve been calling them but they are not returning my call. I also email Teresa the person assigned to do this but not a call or email from them.

  Business response

  05/04/2023

  We have been in contact with this customer already today before receiving this complaint. A check was issued on April 20th 2023 for the agreed amount of refund amount. We were notified on May 3rd 2023 that the customer never received the check that was issued. We have reissued the check today (check #***** and it will be put in the mail before end of business today 05/04/2023.

   

  Customer response

  05/04/2023

  They reached out today and send me an email. Attached is their email.

  Business response

  05/15/2023

  A replacement check was issued for the agreed upon refund since the first one was not received by our customer. This was mailed last week directly at the Post Office.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an LG refridgerator from **** Appliance in 2018. Took maintenance agreement which is good for 5 years. Refrigerator/freezer/ice maker stopped working on June 23, 2021. **** referred me to ******** that holds the maintenance agreement. They directed me to Factory Appliance. A claim was filed June 23. They have repeated been out to tell me they do not have the parts needed and will have to order them. Once a part comes in (first it was the compressor) they schedule a return visit a week out. The unit worked for a day. We called Factory Appliance again....they came out a week later...need more parts. Once again they scheduled a week out when they got the parts. They were supposed to come this morning but the repairman was out sick. I have a call into the owner, Randy is the only name given me but unable to talk to him. I have talked with 2 levels of supervisors in the weeks prior just to get to this point. I am beyond having patience with the situation. I truly feel almost 6 weeks is MORE than ample time to get a refridgerator repaired especially in the extreme heat we have been having. There is no working with this company, they simply will not make the repairs until it fits their schedule.

  Business response

  09/28/2022

  Business Response /* (1000, 5, 2022/08/03) */ We have spoken to Mrs. **** today and met her expectation by moving the service appointment to 08/04/2022. Hopefully we have addressed all her concerns and have put an action plan in place to find a resolution to the service issue with her refrigerator.

*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. ↩