Complaints

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:01/17/2025

  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 have a refrigerator less than 3 months old that was defrosting in the freezer. Sloan was who I was referred to for repair from the warranty. They could even come out for a week. I was working when they arrived and my daughter handled it. They told her there was nothing wrong with the unit everything was in good working order. Less than 5 days later the whole unit stopped working and the defrost was tripped on and all my food started to defrost. I called Sloan again and they couldn't have anyone come out for a week. I called an emergency repair place and the thermostat and timer was replaced. It cost me over $500 dollars to pay for this. If Sloan had diagnosed the problem correctly the first time this wouldn't have happened. I did call again and they are getting someone out here again to check the whole unit. I would a refund for the $514 I paid to Cunningham appliance to fix my unit. I have a receipt

  Business Response

  Date: 01/20/2025

  Thank you for taking the time to share your concerns, Judy. We understand how frustrating it can be when an appliance isn’t functioning as expected, especially with a refrigerator under warranty. Based on the technician’s notes, the issue initially reported to us was related to the freezer door popping open when the refrigerator door was closed. This is a common occurrence caused by changes in internal pressure, which our technician explained to your daughter during the visit. At that time, no defrost or operational issues were mentioned, so the technician could only address the reported concern. We’re sorry to hear you experienced additional issues after our visit and are glad they have since been resolved. Regarding the expense you incurred with another service provider, because your unit is under warranty, any reimbursement requests should be directed to the warranty provider. They will be best equipped to assist you further. We appreciate the opportunity to follow up and inspect your unit again to ensure everything is functioning properly. If you have additional concerns, feel free to reach out to our office.

  Customer Answer

  Date: 01/22/2025

  I am rejecting this response because: When I called Sloan I did tell them defrost was in the freezer. It was not written down or documented.
  
  Sincerely,
  Judy S

  Business Response

  Date: 01/22/2025

  We appreciate the opportunity to provide additional context regarding this matter. After carefully reviewing the details of the situation, it is evident that the claims made by the customer are inconsistent with the facts and demonstrate a misunderstanding of both the appliance repair process and the role of a professional, reputable company like ours.
  

  Background of the Situation:
  Initial Contact and Issue Reported: On 12/29/24, we were informed by Frigidaire that the customer reported a leaking issue with the refrigerator. At no point during this initial communication was a defrost issue mentioned to either Frigidaire or our team.

  Technician Visit on 1/9/25: Upon arrival, our technician was informed by the customer’s daughter that the only concern was with the refrigerator door not sealing properly when the freezer door was closed. Our technician addressed this concern, provided an explanation of the issue, and confirmed that no other problems were reported during the visit.

  Defrost Issue Raised After Initial Visit: The first mention of a defrost problem occurred on 1/14/25—five days after our technician's visit. In response, we scheduled a follow-up visit for 1/17/25 to reinspect the unit. This second inspection was conducted at no cost to the customer, as part of our commitment to excellent service and warranty support.

  Customer’s Independent Repair: Before notifying us of the defrost issue, the customer engaged another repair company, resulting in an out-of-pocket expense. Despite this, the customer is now requesting reimbursement from us for the services rendered by the third-party provider, even though this is not consistent with warranty procedures or industry standards.

  Customer’s Misrepresentation of Facts:
  The customer now alleges that the defrost issue was reported during the initial service request and visit. This is demonstrably false based on:

  Documentation from Frigidaire: The initial report referenced only a leaking issue.

  Technician Notes: No defrost problem was mentioned during the on-site visit, as confirmed by the technician’s notes and verbal communication with the customer’s daughter.
  

  Conclusion:
  The customer’s attempt to secure a refund for services provided by an independent repair company appears to be based on misrepresentations of the facts. As a professional and reputable company, we follow industry best practices, maintain clear documentation, and adhere to warranty guidelines. Reimbursement for third-party services must be directed to the warranty provider, as outlined in standard procedures.
  

  We respectfully request that this case be reviewed and closed with consideration of the facts provided. Our company remains committed to transparency, professionalism, and ensuring customer satisfaction within the scope of warranty support and fair business practices.

  Business Response

  Date: 01/22/2025

  Thank you for your additional comments. We understand your frustration and want to provide further clarification regarding the events you described.
  

  When we were initially contacted about your refrigerator on 12/29/24, the issue reported to us, as relayed by Frigidaire, was related to leaking. At no time during this communication was a defrost issue mentioned. When our technician visited your home on 1/9/25, the problem described by your daughter pertained solely to the door opening and closing, which the technician thoroughly inspected and addressed. Again, no defrost issue was brought to our attention at that time.
  

  The first notification we received about a defrost problem was on 1/14/25. At your request, we promptly scheduled a follow-up visit for 1/17/25 to reinspect your refrigerator. This visit was performed at no additional cost to you, as we aim to address customer concerns thoroughly.
  

  We understand that you decided to engage another service provider, and while we regret that you incurred additional expenses, any reimbursement for out-of-pocket costs must be addressed through your warranty provider, as these guidelines are established by the manufacturer.
  

  If you have further questions or concerns, please do not hesitate to contact us directly.

  Customer Answer

  Date: 01/23/2025

   I am rejecting this response because: i called to report an additional problem and it wasn't written down. 
  
  Sincerely,
  Judy S

• Initial Complaint

  Date:10/15/2024

  Type:Product 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 appliance is less than 4 years old and still covered under warranty. Sloan charged a service fee. I was told by GE that the fee would be refunded because of the warranty. Sloan continues to tell me “they’ll work on it and get back to me” but they never return a call and are completely unreachable on the phone. I drove to their location and was told the owner was “unavailable “ but promised that someone would call me. They never did. This merry-go-round has been going on for months.

  Business Response

  Date: 10/17/2024

  Thank you for your feedback, and we’re sorry to hear about the confusion regarding your service call. As mentioned during our initial visit, the service call fee was agreed upon and covers the technician's time and travel to assess the issue. While your appliance’s sealed system parts and labor are covered under the manufacturer’s warranty, this does not extend to service call fees, as outlined in your owner’s manual. We understand that GE may have given you different information, and we would encourage you to reach out to them for further clarification on their warranty terms. We remain available to discuss the specifics of your service, and we assure you that any misunderstandings regarding the warranty are best resolved through GE, as they are responsible for setting the coverage terms. Thank you again for sharing your thoughts, and we hope this helps clear up any concerns.

• Initial Complaint

  Date:06/04/2024

  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.

  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

  Date: 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

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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 Answer

  Date: 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

  Date:03/11/2024

  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 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

  Date: 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

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 11/29/2023

  I have received a full refund. Thank you.

  Customer Answer

  Date: 11/29/2023

  I have received a full refund. Thank you.

• Initial Complaint

  Date:05/02/2023

  Type:Product 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 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

  Date: 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

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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

  Date:07/14/2022

  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.

  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

  Date: 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