Complaints

This profile includes complaints for FAST Appliance Repair, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FAST Appliance Repair, Inc

  2230 Woodvale Ave Reading, PA 19606-1832

  
• 

  FAST Appliance Repair, Inc

  2200 N 11th St Reading, PA 19604-1206

  

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:11/15/2023

  Type:Billing 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.

  Knew what was wrong with our oven , but had to pay for technician to come evaluate for themselves , which is not the problem. The problem is now that I wanted to proceed with repair which was quoted at $90 plus the part , they want to charge another $130 on top of that for another service call because it is 4 months after they were initially out. That would be ok if that information was communicated originally, however nothing is noted on original receipt regarding this nor was it communicated when they called back with price quote.

  Business Response

  Date: 11/15/2023

  FAST Appliance Repair was contacted by the ********* on 3/30/23. Technician 350 performed a diagnosis on 4/18/23. At that time the technician noted that ****************** wanted to talk it over with his wife.  We never heard back from him, so the job card was closed on 7/5/23.

  It states on our invoice that a call back on a job card is guaranteed for 30 days. ****************** is asking us to honor this from 7 months ago. If he wishes to go through with this repair 7 months later, he will need to pay another trip fee for a technician to come out again. I can take $29.99 off the 129.99  fee, as another diagnosis doesn't need to happen, but the $100.00 trip fee would need to be paid in addition to the labor quoted and cost of the part.

• Initial Complaint

  Date:04/02/2023

  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 called ********* when my refrigerator broke under warranty. They sent out Bill from Fast Appliance. He didn't even check the temperature or have a thermometer. He just stared at it and said the rubber gasket was loose. I questioned him because it was the temperature. Everything in my refrigerator was frozen. Then he decided to replace the entire door because "sometimes" they are defective. That didn't work. Everything in my freezer defrosted. Only then did he decide to check the motherboard. It would not go into service mode and decided it needed to be replaced. He just guessed.They told me they would come out as soon as the part came in because it was an emergency because I had no diabetic meds. When it came, I called and specifically asked them if there was anything I needed to do. They said no. That day, I had a medical emergency and needed to get to the ER since I had no diabetic meds (they were frozen). I called them and told them and asked if they could come out any sooner than 4:30. They said he was not willing to. He eventually called and said he would be at my place in 15 minutes. He then, and only then, told me everything had to be out of the freezer and if it was not, I would need to reschedule. They said to go to the ER and they would schedule for the following week. When I called them, they were not willing to come out for 3 weeks! I was upset and they said they were dropping my job, leaving me with no frig. I told them all along that I tried to find someone else through ********* who knew what they were doing, but they told me there was no one else. Fast Appliance told me numerous times that ********* was lying. ********* said they couldn't find anyone else. I called my own repairman and he told me it was not the motherboard. It was the compressor. I didn't even mention Fast Appliance and they knew who I was talking about because of their reputation. He said ********* knows there is a huge problem with their compressors and this was what it was. 

  Business Response

  Date: 04/04/2023

  The customer has multiple times requested phone calls regarding her service. There are times The Operations Manager talked to her as documented in the work order notes.  ***** the office manager also tried to call the customer on a number the customer left on a voicemail. It is documented on the job card that number wouldn't go through and was a constant busy signal.  There are also notes from a CSR that attempted to phone the customer on the number provided on the job card and the call didn't go through. This was an ongoing repair.  As the customer states- she was upset. That was an understatement.  She was verbally abusive to call center personnel on multiple occasions.  At that point, the decision was made to send her back to Whirlpool for another service provider. We will not do future business with this customer.

  Customer Answer

  Date: 04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: my phone number is a working number.  If it was busy, it means I was on the phone. They were aware that I do not have call waiting. They are also very much aware of my cell phone number and they could have left me a message on that number at any time. I was upset only after the repeated failures at trying to guess what was wrong with my refrigerator  and constantly  losing a lot of food. I was upset because they never  told me that my freezer had to be unplugged and emptied,  even after asking them prior to them coming out. The fact that I was on my way to the ER   and they stated they would come the following  week and then stating they wouldn't come  out for 3 weeks was upsetting,  especially  since all my diabetic  medication and glaucoma eye drops were frozen, rendering them useless and causing my serious health  issues. I was never at no time verbally  abusive to any of the staff. In fact, it was the opposite. I would never want them back in my home for anything. That is not the issue. The issue was that it was never the motherboard and the refrigerator  would have broken again since he kept misdiagnosing the problem. The issue is the replacement of my food and medication  that was lost. This is what I'm entitled to, even according to Whirlpool. Therefore, I am again requesting a resolution to my complaint where I'm compensated for their failure to properly  fix my refrigerator,  the job Whirlpool  sent them to do. 

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

• Initial Complaint

  Date:03/02/2023

  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.

  My less then 1 year old refrigerator which is still under warranty , stopped cooling after a call to ********* they put me in contact with the only repair company in my area Fast Appliance Repair which ironically took 2.5 weeks for a repairman to even come look at my refrigerator, then another week to get the parts and another week for someone to come fix it. Which the repairman didn't stick around to wait to make sure it was cooling they just left. I called again to get someone to look at it and they are telling me March 16th till another repairman can come to just look at it again. I cannot go another 2.5 weeks without a working fridge. I just at this point want it replaced, which can only happen if the repairman comes to my house, 2.5 weeks from now! I have called ********* twice nd repair company twice not to mention I have missed 2 days of work and cannot miss anymore and have no one to be there if and when they do come again. Who can afford to go 2 months without a working refrigerator!

  Business Response

  Date: 03/09/2023

  This customer was not satisfied with her service.  Had complaints about the technician.  She requested another technician.  We explained this is the only technician we have in that area. Her second job card was then cancelled as a result of that. She contacted her warranty holder who told her there are no other service providers in her area.  By the time another job card was entered she received a date of 3/23 for the appointment.  I have looked at this and was able to pull it ahead to 3/13/23 which is Monday. She indicates she cannot take more time off from work so I am not sure if this will help but we are trying to do all we can to get this resolved as quickly as possible. She did not purchase the unit from us, as we only do repairs, we do not sell appliances. Our only role in this is to fix her unit.  If she is after an exchange, she would need to call her manufacturer or the place she purchased the unit. 

• Initial Complaint

  Date:01/23/2023

  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.

  We were issued FAST to come and service our dishwasher under warranty. . The first time the tech came he looked under the appliance and said there were dead rodents and bugs and he may get LYME disease. He then took our parts and left . He then mumbled something about a drain and left. This is all on video. There were no rodents or bugs. So two months later our second visit, he calls and asked if we cleaned and I said well there were no dead rodents or bugs and it’s clean and the drain is fine. He said so you didn’t fix anything so I’m not coming and hung up on me. When I tried to call back he had my number blocked. When calling the company they said if we didn’t like it to file a complaint. Worst company I ever dealt with.

  Business Response

  Date: 02/07/2023

  This service call was set up by the manufacturer. The pump was triaged so when our technician arrived he had the part for installation.  Notes on the job state there was bugs and a dead rodent under the appliance, and it needed to be cleaned before he could install the pump. There are notes that the customer called in to our office and spoke with a CSR.  Notes indicate the customer said he didn't want this technician back out of he was afraid of bugs. At this point the customer stated he was calling the manufacturer for another service provider.  This job card is now closed with us.

  Customer Answer

  Date: 02/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  It is in accurate. There were no dead roster bugs under my appliance. I did NOT call to speak to CSR and ask for a new tech who wasn’t afraid of bugs. They stole the part that was ordered from ********* in which I have a statement. Their tech called me the morning of SECOND attempt asked if I fixed my dishwasher when I asked why he said he was NOT coming, hung up in me and then blocked my number. 
  AAND ITS ALL ON VIDEO!!! So they lie, steal and worst repair man. 
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  Date:12/22/2022

  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.

  We purchased a ********** cooktop in Spring 2021.On approximately October 12, 2022 we smelled a gas odor in our home kitchen and called our local gas utility, ***, to assess the situation. They determined that the right front burner on the cooktop was leaking and shut off the gas to the kitchen where the cooktop is located. We contacted the **********'s representative; the cooktop was still under warranty and on October 17, 2022 they assigned FAST Appliance Repair to service the cooktop. Though FAST Appliance Repair has visited us four times they have been unable to repair the cooktop or make it usable in two months time. This has caused us considerable trouble and additional expense. This cooktop has been problematic the entire time we have had it; the inability to make a simple repair in over two months time indicates a broken repair system. Below is the contact information for **********'s US representative and the model number of our cooktop plus the ********* service job number (under warranty):********** Support | ******** Service USA P: ************ | E: ******************************* www.us.**********.com | aftersaleservice@***********.com Hours of Operation: 8am to 5pm EST Service Job #: ************-1 Here is the original description of the problem and Fast Appliance Repair number:Problem:HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS.Description:COD: MUST COLLECT FROM CUSTOMER. DISPATCH#: **************. HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS. ORIG IMPORT INFO: SB:********** COD, DOP: 3/17/2021, SYSTEM: **********, ******** COMPLAINT: HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS. SCHEDULING ERROR: NO TECHS SETUP TO COVER THE ZIPCODE FOR WORKORDER********* ON THE SELECTED WORKDAY (10/19/2022).Order#:********* The cooktop was purchased from ********** ********** in Brooklyn, NY.

  Business Response

  Date: 12/22/2022

  We are the repair company.  We are not the place they purchased it from, or the manufacturer of the unit.  If he wants a refund on the uni,t he would need to lodge a complaint against the manufacturer or the place he purchased the unit.  His repairs were under warranty, so he has paid nothing to us for the repairs.

• Initial Complaint

  Date:11/03/2022

  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 called to schedule appt to adjust the hinges on my ***** stove.I told them I did not need a diagnosis &was told by ***** that this was a 30-40min job. ***** has a problem w my model &there is even a ******* video detailing the fix. I said do NOT send be someone who does not know how to fix this oven door(as I had a previous repair man who claimed to be ***** certified, but did not know how to fix the hinge. FAST APPLIANCE said they would make sure the technician understood) On October 27,2022 the technician arrived and before I let him in I asked him first for identification (which he did NOT have) since he wasnt in any uniform. I also noticed he was not carrying any tools. When I asked him why he was not carrying any tools he said he was here for a diagnosis. I said I didnt need a diagnosis that I knew what the problem was from the previous repair man and *****. I then asked him if he was prepared to fix/adjust the hinges so the door would close properly. He said he needed to see the REFRIGERATOR to know for sure! I said its NOT a refrigerator, its a ***** STOVE and told him to just leave if he didnt know how to fix it. 2days later I get a call for a diagnosis payment in the *** of $199.00 plus tax etc. I asked to speak to a supervisor and explained my situation and they said I still owed them the money and are now sending me bills. This is a racket and very unethical. I even had to take the day off of work! FAST APPLIANCE should not bill for a service they did not perform ESPECIALLY when I told them ahead of time what the problem was.

  Business Response

  Date: 11/11/2022

  I cannot speak to the firm who was out prior to us. We do not take diagnosis from other companies.  Our technician would have to see the unit first to confirm the issue. From notes on the account the customer became irate and would not allow the technician to see the appliance when he was there on 10/21/22. Basedon this, we cancelled the job card on 10/27/22. It appears an invoice was sent before the job card was cancelled.  The job card being cancelled on 10/27/22 means the customer doesn't owe us anything and can disregard the invoice that was sent prior to the job being cancelled.

• Initial Complaint

  Date:11/01/2022

  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 purchased 5 ** **** appliances and had them installed in June....in September the oven would trip the breaker while baking....I called **...they set up an appointment with Fast Appliance Repair for November 1...between 1 and 4. At 330 someone who clearly just got out of prison showed up and turned on my oven, tried to talk me into a breaker problem, which I already had a licensed electrician look at. Then he said he could replace the fan (which is what I ordered service for) and that he had to come back another time because he wasn't prepared with tools that he had in his van and he didn't have help. I said this issue was on the service ticket, why didn't you come prepared...he said not my problem, I have other service calls during the day and too bad. I told him to get out of my house and thanks for wasting my day and he said you're welcome. Really bad service company. I called ** and told them he wasn't allowed back in my house, nor was anyone else from this company. The public should know what kind of people work for Fast Appliance Repair

  Business Response

  Date: 11/07/2022

  ******************, as she explained, scheduled service with us through **. She never actually talked to us when booking the appointment.  If she had, then we would have explained that we do not warehouse parts. We will come out to do the diagnosis and once the issue is confirmed, if we need parts, they must be ordered as we do not warehouse parts.  Once the customer receives them, we return to install them. If ** didn't explain how our service works, we shouldn't not be blamed for that. The technician, who is not just out of prison as ****************** commented, but a hard-working man-noted the account that ****************** became very angry and threw him out of her house when she found out he didn't have the part.  Again, she never talked to us about how our service worked. She booked through **. ****************** is clearly upset but her frustration is in the lack of communication from another company-not FAST Appliance Repair.

  Customer Answer

  Date: 11/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I'm curious about the lack of apology for the behavior of the service person. Always an excuse for bad behavior. Whatever 
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/12/2022

  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.

  8.3.22 - Date scheduled for initial visit which resulted in no testing of the appliance, just a guess as to what the problem might be based on what the person has seen with the particular make/model range. He asked me if there was an error message, I explained what I recorded of said error message. He asked if I was certain, I said that we can preheat the stove and wait for the error to be thrown just to be 100% sure. He did not bother to do that. The part to be ordered was $85 and the labor charge $197.51 (0.75hr) and tax $16.95. I had to pay up front, wait for the package (part) to come to my home, then reschedule with them. 8.5.22 - Part shipment arrived. I rescheduled with that on that day. The next feasible date available was 8.11.22, so I scheduled that. 8.11.22 - The person arrived, I handed him the part package, he moved my stove, replaced the part in 5-10 min then rapidly left my home without even testing the stove out. After work, I tested the stove that evening and it threw me the same error message again. Now, the "next possible cause of the problem" would be a part that I was quoted being $300 dollars, not including labor & taxes. This appliance cost me a bit over $700 on sale when I bought it in March of 2019. These prices by this company are predatory business practices. 8.12.22 - I complained to the manufacturer where I scheduled the service repair visit (*********), then I had to complain to the third-party they used for repair request. I had an unpleasant chat experience where they seemed to offer nothing to make it right, considering how the whole thing was handled with "guesswork" being their go-to method. I have captured a transcript of the chat message and also I have a picture of the invoice screen from the repair person's tablet device. These are uploaded.

  Business Response

  Date: 08/26/2022

  Our Technician diagnosed that your appliance needed a new sensor.  He replaced that and at the time it tested ok.  We stand by our repairs with a 30 warranty on labor and 90 days on parts.  I will gladly send a technician out to take another look at the appliance with no trip of diagnosis fee.  If he finds the part is defective we will order another. If he find that part didn't fix it and another is needed instead, we will refund the original part cost. Please advise how you wish to move forward.  Patty

  Customer Answer

  Date: 08/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The repair job / part was not tested nor was there any diagnosis to 100% confirm the root cause. The only resolution here is I want the $85 back for the part, I'll even return the part to you out of my own pocket and you can hock your next scam on an another unsuspecting customer.
  
  From there, I want a partial refund on the labor too. $190 for .75hrs is ridiculous. Taking an automobile to a mechanic is cheaper than this. Plus, your "engineer" or whatever you call your people was there between 5-10 minutes, not 45 min.

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

• Initial Complaint

  Date:05/14/2022

  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.

  ********* contracted with Fast Appliance Repair to install a "product enhancement" to replace a part on our dishwasher - model **********. The appliance was in perfect working order prior to the service, however, following the service provider visit on 5/11/2022, the appliance no longer functions properly. The dishwasher displays error code **** during operation. Fast Appliance Repair did not confirm the appliance worked after installation and referred us to ********* for resolution. Fast Appliance Repair, they claimed their responsibility was solely to install the new part, not to confirm the appliance worked, that we could not prove the issue was due to their service, and that to resolve the issue we would be required to pay additional fees for diagnosis and repair of the problem their technician caused, and then proceeded to hang up on my wife. Otherwise they were unwilling to provide any alternative resolution.

  Business Response

  Date: 05/24/2022

  Hi ***.  I received your complaint. We were hired by ********* to install a heater bushing as a special project for *********. If that installation created a new problem with your appliance, we will absolutely send a technician out to look at it and will not charge a diagnostic fee to do so.  I did try to call you *** as I wanted more information on who you spoke with when you were told we couldn't help at this point. That is not the case.  When you can, please return my call so we can get this appointment scheduled. Thanks Patty