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:12/31/2024

  Type:Customer Service 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 house was flooded due to hurricane Helen and I washing machine and dryer no longer work . Things have been really hard around here . I scheduled an appointment through Samsung warranty which i paid a lot of $ for. They contracted it to Metro Tech and scheduled my for Jan 3rd. Metro Tech then notified me that the appointment was canceled because “ all the appointments that Sam scheduled are canceled”. This was December 27th, and they informed me they did not have a schedule for January 1 yet. I let them know that I would not have cell service December 30 and December 31 and then I would not be able to talk on the phone then. They repeatedly said they would call me back when they are available. They the.tried to call when I did not have cell service and subsequently they canceled my ticket. Now I have to start all over with Samsung again.

  Business Response

  Date: 12/31/2024

  The customer was contacted to schedule an appointment. The customer declined the appointment and was informed the appointment given by Samsung is a tentative date. We tried calling on different dates to schedule another appointment and was not able to reach the customer. We have to proceed to cancelling the ticket after 3 failed attempts. If the customer still wants service they need to contact Samsung  to get a new service ticket created.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 that is not working, since 13 Aug 2024. I bought it from **** *** and bought the **** ***** protection plan when I purchased it in 2021 (Plan ID **********, start date of 6/2/2021). totaling $4,031.77 for the purchase (including the warranty and delivery fee) ***** **** ******** via **** *** sent out a technician on the 22nd (after a no-show by the technician on 16th after I waited all day for them) to diagnose. He said it was the compressor which is still under warranty with the manufacturer *********. He (Devan) called ******* to verify and they told him that it was indeed still under manufacturer warranty and that the technician could not fix it otherwise it would void the manufacturer warranty. I called ******* to file the claim with them and have them send out a technician. They said that my fridge was "out of warranty" and that I would have to pay a $123.00 diagnostic fee, at a minimum, to have their technician come out and diagnose the problem (which is through Metro Tech Services, Greenville, SC; ***** ********). If they found that it was still under warranty then they would fix it, but if not, then I would be responsible for all labor and parts costs. I argued that it was still under warranty as they had just spoke with the other technician about it. ******** put in a ticket and sent me Metro Tech services information with it, but Metro Tech has still has yet to setup a repair appointment. Diane answers the phone there (I've talked with her 2-3 times) and she refuses to setup or even give me a timeframe of when I can expect a service appointment to be. She keeps telling me that I have to “wait” for them to call me, and that she can’t tell me when a technician will be available in my area—no timeframe given at all. She also tells me that she is a manager (when I ask for one) and that she doesn’t have a supervisor because she is manager. She eventually got so frustrated of me questioning her that she hung up on me.

  Business Response

  Date: 08/28/2024

  The customers service request was created on 8/22/24 and sent to us. As we informed the customer we are working on identifying on a date of service but their ticket was sent to us out of warranty. The customer only has a 1 year manufacturer warranty from the moment that they bought their unit from ******* and then it is considered out of warranty. It does have a 5 year warranty if it needs a seal system repair which we informed the customer that our technician would let know when they diagnose the unit and stated in their manual. We informed the customer that we will call them when we identify the date of service that we will have a technician in their area. Regarding refund or any other issues he needs to contact ******* or who he bought his warranty, since we are only the repair center and have no authorization regarding warranty, refund or a new unit. If the customer would like to proceed with having a technician out for service he does have to pay the diagnostic fee since the unit is out of warranty and will receive a call from our office to schedule when we have a technician in their area as he was informed every time he has called. If he would like a refund or new unit that is something that he would need to contact ******* about and not the repair center. As the customer stated the protection plan was purchased through **** ***** who is with **** *** not with ******* or the repair center meaning that is only coverage with who he bought it from ***** ********** ***).

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I've called to schedule repeatedly and been given NO estimate as to the expected timeframe a technician will be available, nor does Diane (or Diana or Deanne, whatever her name is, who apparently is her own boss, as she stated on the phone) schedule an appointment. 

  As stated, ******* has a 5 YEAR sealed systems warranty, so with the compressor/internal workings inop, it is obviously still under warranty, which ******* has contracted with Metro Tech to resolve. Metro Tech refuses to resolve the issue. I've called numerous times and they continue to give me the runaround and lie about their business hierarchy. 

  This obviously offers ZERO resolution to the ongoing problem at hand.

  
  Regards,
  
  *** ******

  Business Response

  Date: 08/29/2024

  As was stated to the customer we will call them to schedule as soon as we identify the date of service that we will have a technician in their area, which also confirmed by the manager that we will call them directly. The customer has also contacted ******* and they have tried to give alternate solutions that the customer has denied giving information needed. We are still working on the date of service and will be calling the customer when we have the date we will have the technician in the area. As stated the unit is out of warranty and after the technician diagnose the unit and verifies that it does need a seal system that repair will be covered but as of now the unit is considered out of warranty with ******* as the customer was informed by them.

  Customer Answer

  Date: 08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Yet more lies from metro tech as they try to justify their unprofessional, disrespectful, and negligent business practices. Considering the "manager" (Deanne, Diane, Deanna or whatever her name is) is the only person I was allowed to speak to, and she said she is the manager and that she has no supervisor, she must be the one answering this complaint.

  I've supplied ******* with absolutely EVEYTHING they've asked for so it's funny how MetroTech is flatout lying about that too (Engelyse. Michelle, amd Lisa from *******can easily vouch for this). I've spoken with ******* and they've confirmed that sealed systems IS UNDER warranty, as verified by the technician from ***** **** ******** when he came out, as seen on the attached work order to this complaint. 

  Metro Tech should be closed for good, and lose all business subcontracted to them by any company. What a scam. Metro Tech still has done nothing to rectify the situation and seems intent on "doing nothing" except for further escalating the situation. Funny when employees of a company are so brazen behind a telephone an keyboard.

  This case and their responses need to made public for all to see, so any future customers can have fair warning as to what they are in store for. 

  Shut Metro Tech down.

  
  Regards,
  
  *** ******

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 fridge in October of 2023 from Lowe’s, 10 mins from our house. Early this year we noticed items in the fridge were warm. We thought it might have been us and it fixed itself in a day. In May it did it again twice, and I sent in a repair request, first they were prompt, first guy came out on 6/5 did everything he could and diagnosed the problem. Called it in, they agreed and said they would call back to set up another tech to come out to repair the piece. 2nd tech comes out on 6/13, this tech does the diagnostic again and says nothings wrong, said he wasn’t going to replace it, it’s working fine. To call back, take pictures if it does it again (I also sent pictures in on the first request). 6/17 I called the office to tell them it’s 52 degrees. Said the tech isn’t in that he’d have to call me back. Well it’s not 7/16 and he’s still not called. I tried to send in another repair and ask for a different tech on 7/3 and still haven’t heard anything. Sent an email with all my issues Sunday 7/14. Still nothing. Going to try to call again today to see if I can get some kind of response. That 2nd tech also complained that it was an hour and half drive to my house, but I can’t help that’s where the repair hub is when I bought the fridge 10 mins from my house. Initially they seemed good, quick and prompt but after seeing there was an issue it’s like they don’t want to fix it. Its happened 8 times since the 2nd tech game and I’ve lost countless amount of food in my fridge that I’m not getting reimbursed from. This is not the time for anyone to have to be throwing away food for reasons such as this.

• Initial Complaint

  Date:05/29/2024

  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 had a phone call with ******* due to a range electrical misfire. ******* also advised they would take care of of any costs. They told me a tech would be coming out on 5/21/2024 to perform service. An employee from Metro Tech Services in Greenville showed up to my house and advised me that only an inspection would be done. The employee tested my voltage on the outlet and informed me I only had 10 on each pole and needed an overall 120 volt which would caused the misfire. He advised me to contact an electrician. I had a certified electrician come out to my residence on 5/22/2024 to test our outlets. After he completed testing the outlets and breaker box he informed me we had 120 volt and that everything looked good. I contacted Metro Tech to advise them of this error and if they could send someone else out to fix the issue. The woman that I spoke with at Metro Tech was EXTREMELY rude and after telling me because the ticket had closed, I needed to contact ******* again. I questioned her as to why I would need to do that considering it was an error on their part. She became hostile and would not let me speak to a manager and abruptly hung up on me. I tried to call back multiple times and she would just pick up the phone and proceed to hang up on me time after time. I ended up having to pay the electrician $100 to come out and tell me that everything was fine. Also I had to order the parts, which was another $100, and fix the range myself to get it back up and running.

  Business Response

  Date: 05/29/2024

  ******* created a service request only for inspection of the customers unit. The technician inspected the unit and had ******* technical support do visual support on the unit. *******'* technical support ended finding out that the issue at the terminal block appears to originate at the power cord side as well as finding improper voltage on standby. It was informed to the customer that it was an installation issue and customer side issue. When customer called in he was informed that ******* made the final decision and that it was only an inspection ticket. If he did not agree with it he must contact ******* and that ticket was already closed. The customer refused and kept calling over and over again intimidating the office. Saying he would physically come into the office, even though it was informed that he needed to contact ******* if he did not agree with the result of the inspection of his unit.

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  ******* made the decision to close the ticket due to the wrong information provided by the Metro Tech technician, who stated that the misfire was caused due to an  issue with my range  outlet and the voltage. According to his readings “ the voltage was low “ and he advised to hire an electrician to check my outlet and replace it. 
  I tried to explain to the CSR at Metro Tech  that ********* decision was based of wrongful information given by their technician but instead of listening and letting me speak to the manager as I requested several times,  she kept  cutting me off and telling me that the ticket was close and I needed to contact ******* again, after I already waited 2 weeks for them to send someone.  I did said that I was going to show up to their office to speak to the manager since she refuses to let me talk to him/her, but  never in an “ intimidating “ way as she describes.

  I had to hire an electrician since their Tech said my outlet was bad  when it clearly wasn’t . I need a reimbursement of the money I had to pay to the electrician and also of the parts. 

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

  Business Response

  Date: 05/31/2024

  As informed ******* did visual support and were the ones that made the final decision. The ticket was just of an inspection not for a repair and the customer has been informed that any complaint on the final decision needs to be done with ******* directly. The customer called multiple times back to back intimidating the office as well as the technician instead of contacting ******* like was informed. He was told that they need to contact ******* if they are not ok with the decision that ******* made for INSPECTION ticket for their unit. This is not with Metro Tech since they did not make the final decision in the repair and instead follow through with the decision made by *******.

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [AGAIN

  ******* made the decision to close the ticket based on the WRONG INFORMATION PROVIDED BY THE METRO TECH TECHNICIAN . 
  Regards,
  
  **** ********

• Initial Complaint

  Date:11/06/2023

  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.

  At the suggestion to ******* i called Metro Tech Services (an authorized repair service for ******* appliances) in regards to our oven that was not working. First service call (9/18/23) for diagnostic look($120)..technician indicated they would need to come back with parts..(10/05/23) service visit with oven "repaired" after replacing two main parts ($370). These parts were warranted for 60 days. Next day when oven used the same issued occurred and it did not work. Repeated attempts to inform office and technician ongoing with videos and pictures shared. On 10/26/23 another service visit to fix the oven($120)..only to be told they would have to do further research and come back. Repeated attempts to contact them have been ignored.. I have left numerous messages that all we want now if to be refunded for the warranted parts ($270) as clearly they can not fix the oven. I have tried in good faith to handle this issue but they refuse to respond. Please help me.

  Business Response

  Date: 11/17/2023

  We will be refunding the customer for the parts. Though it was informed to the customer an additional part was needed but was currently not available for order and would be informed when it would be to move forward with finishing the repair. The customers unit worked for 2 weeks before it started having intermittent operation. The customer did not want to wait and understand that the additional part needed was not currently available for order to have their unit fixed and would have to wait until the availability changed to finish the repair.

  Customer Answer

  Date: 11/21/2023

  In response to MetroTech, I do not feel it is resolved until the refund they say they will do actually goes thru. It has not as of today. As to their statement it is false to say the oven ever worked after repair as it did not. It took over two weeks to even get a response of “we are trying to decide what to do”. The technician who came clearly stated they did not know how to fix it. The only response came after your involvement and a registered letter I was forced to send. Thank you

  Business Response

  Date: 11/21/2023

  We spoke to the customer letting know we had refunded for the parts as they requested and when trying to explain that there was another part needed that was currently on back order the customer hung up and ended the call.

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** ******

  Again the company keeps saying they have refunded our account and that has not happened.  As of this am 11/22/23 there is still no refund so it is difficult to resolve when there is no resolution.  As to their narrative of events I am done with re-explaining their lack of any communication.  A refund that actually happens will resolve this issue

  *****

  Customer Answer

  Date: 12/01/2023

  Just an FYI follow up, as per my expectation MetroTech services have still refunded our parts money as promised. I would hope the BBB will warn ours to there business ethics. Thank you 

  ***** ****** 

  Customer Answer

  Date: 12/07/2023

  The consumer stated they have received the refund.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ******* sent them as part of warranty. Then I was charge a total of $400 for them doing anything to my fridge. Technician claim he fixed it by taking a picture of my refrigerator’s panel reading 37 on cool. Sadly the inside is not the same is not cooling nor working. Before he left he said I had 60 days of warranty. Sadly the same day we called and told them fridge was not working. They urgue and refuse to help. The second day I called and I was told if they come it will be $125 dollars. And advice me I will probably need new parts. I told them no I did not had the money and need them to come because I need to put my children milk in there. They were unprofessional and I hang up.