ComplaintsforHattan's Appliance Services

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We called a Maytag number the week of Monday, May 22nd, 2023 for our dryer because we were having a problem, and ****** assigned us a company, ******** Appliance Repair. ****** told us they connected with ********, and ******** would reach out to us to schedule a 4 hour service window for Friday, May 26th. ******** never called us to do so and so my wife called them on Thursday, May 25th and left a message and didn't get a call back. On Friday, a man from ******** called my wife five minutes before arriving, and said he was coming to check out our dryer. The man said he couldn't find our house. My wife gave him the directions and address and asked him why they didn't call to schedule. The man said he was not aware of that, and he needed to talk to his receptionist to make sure she was delivering calls. The man then turned on the dryer, and listened for about 10 seconds. It wasn't having the problem right then or making the awful noise it does after we use it often, and so he asked my wife what the problem was. She said it was a certain sound that it made after we use it for a little bit. ***** played him a recording of the sound and the man said, I know what that is, it is the motor, it is under warranty, said he will order the part necessary. Even though he only spent about 5 minutes in our house, he charged us $199 and said they would call us to schedule the installation. He said the parts would all be covered but the labor we would have to pay for. After a week, we called them, and left a message, and they didn't call back. After two weeks, we called again, and left a message, and they didn't call back. After three weeks, we called 4 times, and neither of their phone numbers would accept messages. This is the fourth week, I called Thursday June 22nd, and left another message, and they have not called us back. We have a kid at home, a business to run, and our life without a dryer has been difficult. Today is it is June 24th, 2023.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  There is a recurring theme with this business evident in all their Yelp reviews. This company continues to scam individuals by charging them outrageous prices to diagnosis an issue and then continuously rescheduling the repair appointment indefinitely. Over a month ago we called them out to diagnosis an issue with our refrigerator. We have children at home and need a working refrigerator. We had an appointment scheduled and the day of the appointment, during the appointment window, we were call and told the tech had an injury (a sprained ankle). I took PTO on the day of the appointment so that I could meet the tech. The appointment was rescheduled for 5 days later and I once again took PTO so that I could meet the tech. Again, the day of the appointment during the appointment window, we were called and told the tech had the wrong parts. They reschedule out a week and a half. We just received an e-mail from the company 4 days out saying that they would again have to reschedule because the tech has COVID.They refuse to have another tech make the repair. I have now spent hours dealing with this issue and on two occasions had to use my limited PTO to deal with this issue. EVERY other negative review online states the exact thing:1) ************************: "This all started in October of 2019. It is now September 2020. NO follow through unless I initiated it. Poor customer service. Three times parts were ordered. Three times the wrong parts showed ** in the mail for our IKEA microwave. Even after the repair guy came and ordered the "right" part. All I needed was a simple start button and the housing for it. After all of that, I was then told the part was on backorder and that they would let me know when the part was back in stock and on it's way. Months rolled by...That is just one example of countless negative reviews. This company is a scam and needs to be stopped so innocent people and families are not continuously scammed.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predatory Appliance Repairs I was recently billed for more than $1,100 for replacement of a selector switch (SH-5/17), cost $110.16 from Hattans Appliance Repair in *********, ******. When I questioned their billing and inclusion of unnecessary parts amounting to and additional $701.14 they implicated Vikings Technical Support team directed them that the parts were needed without properly diagnosing the broken switch. I inquired about returning the unnecessary parts and received this response. We always try to keep our repairs with our customers best interest in mind- we will not order unnecessary parts and install them. We feel that our technicians (which also spoke to Viking tech support twice) diagnosed and repaired your unit properly.They declined to assist in returning the unnecessary parts and suggested I keep the duplicate parts. Ive asked for a refund since I was billed more than the cost of the switch and service call and they refused and continued to request $1,101.

  Business response

  10/06/2021

  ******** Appliance Repair Response:

  We originally diagnosed the unit on 12/21/20 with needing a new Control.    On 1/22/21 we revisited the unit and installed the Control.  This did not remedy the problem.  My technician called Viking tech line to obtain some inside knowledge of what the solution would be.  From there Viking ran my technician through additional tests and found that the unit needed additional parts.  Parts were ordered through Viking directly.  The parts arrived and we returned to the unit on 5/17/21.  My technician installed the parts and the unit tested good - it heated (which was the complaint of the customer; the unit was not turning on).  Our job is to always fix the unit with the least expensive option.   We always take this option first.  Our technicians communicate this clearly with the customer upon each visit.  This unit specifically is a Viking - parts are more expensive for designer brands.  ************************ reached out to me after receiving the invoice.  I was able to heavily discount the parts; I also discounted the labor.  I could understand the customer's point of view.  ************************ has paid for one part to date.  There were a total of four that were installed to get his unit heating again.  We have yet to receive payment for the additional parts that were needed.  This was all communicated to the customer at each step along the way.

   

  I will not be processing any refunds for this customer.  All of the parts were installed and the oven was heating when my technician left the property on 5/17/21.  My technician did everything that was necessary and even called Viking tech line twice!  

   

  Thank you.

  Customer response

  10/08/2021

   
  Complaint: 15848003
  
  I am rejecting this response because:

  Thank you for your response and request for my rebuttal. ******** response omits several vital steps in the process. They declined to assist in returning unnecessary parts that failed to repair my oven along the way and that I have not disputed their service charges, labor cost or cost for parts that were needed. The needed parts were $110.16 and all additional parts ordered were unnecessary and unused. I am disputing the $701.14 in unneeded and unused parts they declined to assist me returning after they determined it was merely the selection switch. I paid them $460.00 in advance and they refused my request for a $59.85 refund.
  My unit didn't need additional parts as ******** puts it but only needed a selector switch. In fact, their technician advised me to keep the extra parts because they still worked after declining to return the unnecessary parts. I am very disappointed to have not received my refund of $59.85 yet and to continue to receive mailing requesting payment from ****** although they are aware of my request for a refund and complaint for predatory appliance repair practices. I appreciate their technician wanted to move on to other jobs but had he helped with the return of the unnecessary parts we wouldnt be in this situation. The burden for unnecessary parts shouldnt be placed on the consumer when they could have readily have been swapped back out and returned during their last visit.
  Thank you again for your assistance correcting this billing and supporting consumers in fair business practices.

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

*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. ↩