ComplaintsforSloan Appliance Service Inc

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 19, 2024, I scheduled an appointment to have the washer door seal replaced. There was no other problems with the machine. It made no noise(s) during the entire laundry cycle. Tech came, took washer apart, replaced seal. When I did laundry, washer made extremely loud "rumbling" noise. One could hear the washer throughout my home. Called, they sent the tech back. Turns out one of the inside weights wasn't tightened when it was put back together. Next laundry time, still made noise, tech returned said tension rod was broken, so I paid for that replacement (even though I opined it was wasn't broken before), but washer still made same noise; just not quite as loud as before so that wasn't the problem either apparently. Mind you, there was nothing wrong with the washer prior to Sloan's repair except the split seal. Sloan's office manager Tracy called 6/3/24 to advise that management decided to refund me the repair costs because "they didn't want to go down that rabbit hole because everytime they fix something, something else breaks", but they only replaced the tension rod which apparently wasn't broken because the washer still has the same problem. So they are not going to fix the washer. They broke it, now don't want to fix it. They want to leaving me with a broken washer that wasn't broken before they repaired it. This can not be the right thing to do. I don't want their refund, I want my washer fixed. Will you assist me please.

  Business response

  06/12/2024

  Thank you for taking the time to share your feedback. We understand the frustration you have experienced and appreciate your patience throughout this process. We strive to provide excellent service to all our customers, and it is clear that in this instance, we did not meet your expectations. This situation is unacceptable, and we are committed to providing exceptional service. Due to the technician not meeting your standards and expectations, as well as ours, he is no longer employed with Sloan Appliance. We have scheduled a visit from our Field Service Manager on Monday, June 17th, to thoroughly inspect your washer and identify any issues. We will address and repair the problem at no additional cost to you. Our goal is to ensure your appliance is functioning properly, and we appreciate your continued patience as we work to resolve this issue. Thank you again for your feedback and for giving us the opportunity to make things right.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Date: Re: 9/12/2023 I phoned Sloan Appliance re: my dishwasher mother board stopped working & we NEEDED a new one (3rd time this happened; 1st one did not work, so Lowes reordered a new dishwasher, 2nd one a new mother board had to be ordered). Since the part was under Warranty, for our 3rd outage, I planned to pay for a labor installation charge! The service person who came to my home arrived WITHOUT the part to install. He then tells me exactly what I told Sloans on my call, that we needed a new mother board; he says, well you have to call Kitchen-Aid to get the part if it's under Warrenty, then hands me a Bill for $140. I was furious because they should have made it clear they did not have the part in stock and there is a charge to come out to look at the machine; which took all of 30 seconds to see it did not work. Then the service person told me what I already knew: you need a new mother board to operate the dishwasher! Sloan continues to Bill me for the Service person coming to my home! I called Kitchen-Aid to get the part; they told me they were sending Sloan the part; Sloan now tells me "they ordered the part, but sent it back". It took me over an hour on the phone trying to reach Kitchen Aid last Sept. and they said they were sending the part to Sloan! Sloan management told me "they ordered the part"! Who do I believe? I have spent way too much time trying to rectify this problem. I told Sloan that I would gladly pay for the gas for the service person's trouble, but he would not work with me to resolve this issue. If he would meet me half way to cut the bill by half, we could both resolve this issue, even though I feel they are just out for the money and do not care about their customers. I was in retail and always was told "the customer is always right". Please help me. Thank you.

  Customer response

  05/24/2024

  I am disappointed that this company is not willing to resolve this issue. It reveals their dishonesty. Thank you for your assistance.

   

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sloan Appliance repair was contacted to evaluate our Samsung Refrigerator for Ice maker dispensers on 4/25/25. Repairman, Area, assessed the problem, found a part replacement for $277.00 via a Florida Samsung Company. He asked for $115 check, paid that day & stated that would be credited back. Repairman returned on 5/1/24, stated part was now $298.27. after job completed the charge was $379.15. I asked about the initial charge of $115, as it had been deducted from our account already.. He stated he would email me a statement of work order & charges with that credited amount. I called 3 times about an invoice & no one sent this my email to me & email verified. The check $397.15 was taken from our account as of today 5/8/24. Still no invoice & total paid to Sloan Appliance was $494.15. Thanks for cooperation in this situation Brenda B*****

  Customer response

  05/29/2024

  I finally called a customer service & spoke with Mark @ Sloan Appliance last week about just getting a invoice of appliance repair. He stated they never heard from BBB about this service report. He denied any overcharge on service repair.
  I finally just stated just email or mail the invoice. He stated I could come pick up the invoice & I replied just mail it to me as I will not be using them for any more repairs. 
  He was very unprofessional in his responses to me.
  I finally received a mailed copy last Thursday of the invoice.
  Thanks kindly for your attention to this matter.
  Brenda B***** 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Maytag dishwasher from Home Depot and also purchased an extended warranty. The front panel of the stainless steel dishwasher was rusting. I contacted Maytag and explained the situation to them. They contacted Sloan and the service tech came to replace the front panel. When he showed up I presented him with all of our paperwork. He then called his supervisor and was told to repair under the warranty however the new panel had a big dent in it that happened during shipping. He did not replace the panel and left. After a few weeks Sloan contacted me and discovered that the repair would not be replaced under warranty. They continue to send me a bill for the service call that I never requested. I refused to pay because I never requested their service and I still have a rusting front panel on my 1000.00 dollar dishwasher. They need to contact Maytag for payment of the service call.

  Business response

  03/12/2024

  Thank you for sharing your concerns about your experience with our service. We regret any frustration caused by the situation with your dishwasher. To clarify, the issue arose when the service request was made through the manufacturer rather than your extended warranty provider. Our technician discovered the replacement panel was damaged upon arrival, an unfortunate event out of our control. We advised you to contact your extended warranty provider, as this step was necessary for warranty coverage. Despite the circumstances, we endeavored to assist by keeping the service request open in hope of receiving a new work order from the correct warranty provider. Without this, we were regrettably unable to proceed under warranty, leading to the standard service call charge. We understand your disappointment and appreciate the opportunity to explain the process. Our goal is to provide transparent and supportive service within the framework of warranty policies. Thank you for your understanding.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I regret choosing Sloan Appliance Service to fix my dishwasher. It has been a nightmare experience that has cost me nearly $500 and left me with the same problem. My dishwasher still does not drain water and shows the same error code. The first technician who came to my house did not listen to me at all. I told him I wanted to replace the dishwasher, but he convinced me that repairing it would be cheaper. He was wrong. By the third visit, I was charged $365 to replace a sensor in my two-year-old dishwasher. That, combined with the initial service call of $115, is almost the same price as buying a new one at Lowe's ($550). He also charged me full price for his time, even though the first visit was useless. I had to call the technician back to my home for a fourth visit as he left without fully reinstalling the dishwasher. Sloan did not tell me anything about the part they ordered or how much it would cost. I only found out while they were installing it and it did not work. A customer is unable to speak to a manager at Sloan, as he "does not talk on the phone". After spending $470 on a $440 dishwasher and waiting over three weeks, no repair has been made.

  Customer response

  11/28/2023

  Sloan Appliance has refused to allow me to speak with a manager, as the "manager does not talk on the phone". By playing a game of telephone and speaking through an intermediary and waiting for messages to be passed and calls to happen, we were offered the opportunity for Sloan to remove the sensor and refund us if they deemed it was malfunctioning while at our house. The dishwasher is just as broken as it was before. Either the sensor is malfunctioning or the sensor was never the problem. Either way, we should never have been charged.

  We are still requesting a full refund of everything we have paid Sloan, as no repairs have been made in nearly a month.

  Customer response

  11/28/2023

  Sloan Appliance has refused to allow me to speak with a manager, as the "manager does not talk on the phone". By playing a game of telephone and speaking through an intermediary and waiting for messages to be passed and calls to happen, we were offered the opportunity for Sloan to remove the sensor and refund us if they deemed it was malfunctioning while at our house. The dishwasher is just as broken as it was before. Either the sensor is malfunctioning or the sensor was never the problem. Either way, we should never have been charged.

  We are still requesting a full refund of everything we have paid Sloan, as no repairs have been made in nearly a month.

  Customer response

  11/29/2023

  I have received a full refund. Thank you.

  Customer response

  11/29/2023

  I have received a full refund. Thank you.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been working with Sloan appliances to repair our BRAND NEW ********* fridge freezer unit since March 16th of this year. It is now May 2nd and we STILL do not have a working appliance. Sloan appliance continues to blame ********* for defective parts yet they have completely replaced the inside of our unit TWICE now.. They now say they will come back out tomorrow.. (this will be their fifth total visit, two of which were just them "diagnosing the problem" and nothing else.) We are a family of 6 with 4 members of our family being 6 and under.. we have a baby needing his milk. We have a disabled veteran whose meds have gone bad THREE times now leaving him without the medicine he needs. We cannot feed our family because eating out for MONTHS has put us in a position where we cant even pay our basic bills. The customer service is horrible and piss poor. We have requested through ********* to work with ANYONE else in the future. At this point we need a new fridge/freezer free of cost. We bought this unit literally a week before this all started ( with warranty thankfully). While Sloan Appliance did not cause the original issue (it happened during delivery apparently) they have failed to fix it after NUMEROUS visits and calls and we are very clearly not even a priority for the company. I am so disappointed and my family is now put in a position where we can't even care for our children and are having to ask family for help. I suggest running as far as you can from this business.

  Business response

  05/03/2023

  I can only apologize to Mr. ******* for the inconvenience she has experienced with her ********* refrigerator. Taking this many attempts to repair is not acceptable to us nor our customer.
  
  We were first dispatched to diagnose and repair a no-cool freezer on 3/13/23. We diagnosed a faulty evaporator in the freezer cooling section 3/17/23. A new evaporator was installed on 3/29/23. The freezer began to cool properly and appeared to be working as intended.

  We were disappointed to learn on 4/12/23 that the freezer was not cooling properly again. The technician discovered that the evaporator installed on 3/29/23 was defective. A new evaporator was ordered and shipped overnight. The technician discovered, upon receipt, that the box had been mislabeled. We again shipped a new evaporator overnight to be installed on 4/21/23.

  
  We have scheduled a technician to review Mr. *******’s freezer again today.

  
  We continue to experience sporadic quality issues with this ********* evaporator. It is extremely frustrating in refrigeration system repairs.
  This is very frustrating and costly to both Mr. ******* and Sloan. We are at the captive instruction of ********* in their decision to replace or repair any appliance. We would like nothing better than to fully repair Mr. *******’s refrigerator.

  
  It is important to note that Sloan does not have authority to condemn any appliance. That is the sole responsibility of the manufacturer (in this case *********). The manufacturer alone makes this decision on whether to replace or repair. All we can do is completely follow all the instructions provided to us by ********* technical assistance.  This is also the case with food loss compensation. Sloan Appliance does not reimburse for food loss, but ********* has policies for reimbursement.

  
  We are currently in contact with ********* providing them with information regarding the repairs completed on this refrigerator and status. We will contact Mr. ******* with updated information when it becomes available.
  
  
  

  
  

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Sloan to troubleshoot a gas burner, the ignitor appeared to work but would not "fire". **** who was the technician came out on 8/15/2022, to work on a Thermador stovetop. He charged us for parts leaving the burner still inoperable. Prior to leaving we advised we smelled gas that was not happening prior to his working on the stove. He stated the odor would go away in an hour. With the gas odor still present after having our exhaust fan run for over an hour we contacted Sloan back and the Customer Service team had him call us. When he called he simply apologized indicating he must have crimped the line but there was nothing that could be done and the stove could not be used. So we paid for parts that do not work, a service call where he actually damaged our appliance and leave with gas flowing and in an unsafe environment.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/08/17) */ When notified of a gas odor, we immediately dispatched the technician and Field Manager back to your home to investigate. Their investigation revealed that the gas line for your Thermador oven was not the issue of the gas leak. They verified that nothing was damaged during this repair. The gas line was not crimped and did not leak. The source of the leak was that the gas valve was not seated completely, allowing a minimal amount of gas leak. Further evaluation of this situation reveals that the gas valve installed was defective We have expedited a replacement gas valve to get your oven operational. However, the control board that controls this valve is required to repair your original issue with the back burner. We have verified with Thermador that this board is no longer available. This It should not have happened and our training procedures on gas appliances has been modified to ensure that it will not happen again. Your level of frustration is understandable and warranted. As a result of this unfortunate event, we are refunding the total amount paid for this repair and installing a replacement valve at no additional cost to you. Regretfully, due to the required part no longer available, the original issue with the back burner cannot be corrected. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand the response offered by Sloan and have spoken to the company. The fourth visit to resolve the situation is scheduled for Monday, September 12th and would request the complaint remain open until the faulty valve is replaced and tested.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  starting 5-19-21 was first occurrence I have had with refrigerator was charged 917.67 to replace a sealed system paid got service completed on 5-25-21.on 8-9-21 made call that refrigerator was freezing over and food was spoiling on 8-12-21 they came out and replaced thermistor free of charge based on the parts being under warranty .on 1-31-22 I'm still having same problem they order control board for the price 156.17 2-2-22 they install on 4-5-22. June 17 22 I had a tech explain that i have the same problem now they are back throwing parts at this refrigerator claming that the thermistor was the problem . So at this point I the consumer feel as if I have been scammed by sloan appliance I have constantly been asking sloan to send my work order from June 17-22 and they have yet to do so when every other occurrence were sloan was contracted they promptly sent out the work order to my email **********@gmail.com at this point there are some deceptive practices going that has caused financial burden within my household. In a effort to be made whole I ******* * **** feel as if every dollar spent with sloan should be returned in good faith

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/15) */ I would first like to thank Mr. **** for the taking time to provide this information. We use all feedback and attempt to continuously improve our level of service. I have reviewed our records and see that the following repairs were completed: 5/25/21 - Replaced compressor, evaporator, and defrost thermostat; customer paid $907.67 for parts and labor 8/12/21 - Replaced defrost thermostat again; customer paid $204.00 for labor only 12/9/21 - Replaced defrost heater; customer paid $368.81 for parts and labor. 4/5/22 - Replaced control board; customer paid $157.00 for part only We have another repair scheduled for 7/20/22. Technician has been instructed to call Whirlpool Technical Assistance during service call for guidance on soling this issue. Due to our inability to resolve this issue in a timely manner, the following resolutions are proposed: 1. Complete the repair at no additional costs to the Caves 2. Refund all monies paid to date $1,636.98) and cease all attempts to repair this refrigerator I deeply apologize for the our inability to solve this issues and that Mr./Ms. **** are having with this refrigerator and hope that you recognize our commitment to customer satisfaction and will choose Sloan Appliance the next time you need service on any of your household appliances. Please contact us if you want to discuss this matter further. Thanks again for the opportunity to address this matter. **** ********, President XXX-XXX-XXXX

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