ComplaintsforProperty Restorers LLC

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Begin forwarded message:On Friday, March 3, 2023, 12:33 PM, ************** wrote: i am calling ***** & they have no order for my refrigerator it has been since October when I first called for repair my refrigerator is full of frost. I have no cooling in the top part and total frost in the bottom part. The doors don't shut now because of all the frost for the refrigerator is practically finished. I'm furious I don't know what I can do. I have my agreement is good till March of next year, I should be replace the whole refrigerator at this point. Please let me know what I can do. I am totally disgusted. ******************* ********** I have numerous emails & called the number they gave only to be put on hold I need them to honor my warranty and fix or replace it

  Business response

  05/18/2023

  This customer is rightfully upset, but at the wrong party. Her warranty has sent us out to repair her refrigerator. The original problem was that her control panel (controlling temperatures, etc.) needed to be examined due to error codes being presented. We submitted the report to her home warranty, *****, and when the parts were ordered (by *****) she let us know and we set up an appointment. During that appointment she showed the technician the issues she was experiencing from her doors. We let her warranty company know (posted in the screenshots) what she would need and asked how to proceed. They never ordered the parts nor answered us. I have kept in contact with the customer the entire time, even up until last month. I have provided just a fraction of screenshots of the emails we have exchanged. This does not even include phone calls. There are only so many times I can ask her warranty company to contact the customer or provide a solution. I have told her NUMEROUS times that we can not move forward until your warranty company approves/orders what she needs, which they have not done. We have resubmitted the report twice now, and I have emailed multiple different departments of ***** asking for an update to relay or for them to contact their customer. If you refer to the customer's complaint she does mention her agreement, replacement options, and the number I provided putting her on hold, this is all referring to her warranty company, not Property Restorers LLC.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June my oven and stove needed to be fixed. They came out and checked it out it needed 3 parts which had to be ordered..Within 2 weeks they were back with 2 parts i part fit the other was wrong then thy ordered the 3rd part.. They kept sending the wrong part and the part for the oven they said they couldn't get..I kept calling and only spoke to Carly who never answers the phone you always have to leave message..She called back eventually and told me the same thing over and over that they sent the wrong part and the part for the over they can't get.. the last time i spoke to her was in August and she told me I have to call them..This isn't me job to do its hers.From then on she would never call me back at all I have the ***** Home Warranty which I pay 49.99 a month and had to pay 75.00 for property restorers to come out to the house..I do not know where to go from here with this company so thats is why i am contacting the Better Business Bureau

  Business response

  10/11/2022

  I am responding to Complaint # ********, Attached you will find the conversation with the complaints Home Warranty Company, ***** Home Services. First let me address the $75.00 fee that homeowner paid to Property Restorers, that is a deductible that we collected on behalf of ***** Home Services as per ****** ******'s contract with them. Homeowner could have paid online or over the phone with them, when she called in initially for a work order, we do not keep that money, we simply collected for her warranty company. Property Restorers does home warranty work and never collects money from any homeowner, except for when they don't pay their deductible that is required to have a diagnosis done on behalf of the warranty company.
  
  The parts that were requested, as you can see in the attachment, that we're purchased and sent to us by the Warranty Company, are NLA, and the substitution parts does not fit the homeowners oven. It is the homeowners responsibility to contact the warranty company, so that she can get a replacement unit, or a cash out due to the parts being NLA. the reason office staff, has not responded to homeowner, is because, 1. ****** ****** has already been told parts are NLA, and 2. It is not Property Restorers job to mediate between homeowner and warranty company, we simply, diagnose the issue, report back to the warranty company and install parts when they are available. Once the unit cannot be repaired, due to parts being NLA, or beyond repairable, homeowner must contact warranty company for next step action, we do not get involved with replacements or Buy outs, that is between warranty company and homeowner.

  Customer response

  11/10/2022

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

   I don’t understand how it is my responsibility to contact the warranty company. I pay for a service to have my appliances fixed when needed and they don’t do it. I feel it is their responsibility to fix the problem.  They did tell me they couldn’t get the parts and they were waiting for the ok from whoever to give me the ok to go get a new stove because they couldn’t get the part for the oven. They told me I had to call but the phone numbers they gave me they were all automated and could never speak to anyone and when I would call ***** back she said I don’t know what to tell you that they had already closed out job. I would call her back and she wouldn’t call back my son called her and my daughter in law called and never got a response. Right now I don’t know what to do my stove is still broke and that is why I contacted you to help me out. The problem is still ongoing. 

  Regards,
  
  ****** ******

  Business response

  11/23/2022

  This is in response to more information needed from ****** ******, I have attached a conversation that we have had with **** *****'s warranty company regarding the part that is needed for her stove. As I mentioned before, the homeowner has a warranty contract between her and them, we are simply the middle man to diagnosis and recommend what is needed to rectify a solution between both parties. Homeowner pays her warranty company, not Property Restorers LLC, no funds have ever switched hands between us and homeowner. 
  
  You will see in the attached conversation, that we have told the warranty company that the part they have sent us in not compatible with the homeowners stove, and therefore they need to contact her regarding the next step, for resolution. When parts are NLA, it is a conversation that the homeowner needs to have with the contract holder to determine if the homeowner will accept a cash out option or a replacement, that is not something get involved in. The claim is closed out on our end, do to the part not being available to us to rectify the issue. Im not sure why homeowner feels as though it is our responsibility, to mediate between her and the warranty company, when that is whom she has a binding contract with. The homeowner was provided the necessary telephone #'s to contact her warranty regarding the replacement or cash out. My office staff does not respond to homeowner, simply due to the fact we have no information to provide, that is explain above, (conversation between homeowner and contract holder). Homeowner should also have the contact phone number on her contract that explains what # to call in a situation like this. 
  

  
  

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have purchased a appliance protection plan through ************ for a monthly fee of $48.99. I recently had an issue with my freezer door gasket. During the service call to my house from Property Restorers LLC, they told me the gasket was not covered in my ************ warranty. I paid them $100 dollars, in addition to the service call fee from ***** ******* to replace the gasket. They returned with the wrong sized gasket and could not replace it. They told me they would be back with the correct size but they have not come back to replace the part or sent to me. I am out $100 without the part that I need.

  Customer response

  11/03/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

*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. ↩