ComplaintsforAppliance Professional

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Sept 14th 2022 a tech came out and tested my washing machine. He decided it needed a control board and it would cost $527. I had to decide in an instant if I wanted to have it repaired. I chose to have them fix it and I paid $263 up front. He said he would email me an invoice which he did. When I later looked at it all it had was the part and the cost. When they called a week later to set up the appt.(which I did for Sept. 23rd) I asked her for an itemized invoice. Which I believe I have a right to see exactly what I am paying for. It's not $50 it is $500! She said that they do NOT do itemized invoices. I was angry and she was rude. She then refused to fix my machine and said she was refunding my money minus the $109 service call. Since she is the one who refused to honor my appt. I feel I should not have to pay the service charge. I am asking for a refund of the $109 from Appliance Professionals.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/09/29) */ Upon speaking to Mrs. ***** to schedule her appointment, I realized she very quickly became upset and demanding. She insisted on getting an itemized invoice. Our company does not issue itemized invoices. We go off of an Appliance Repair Blue Book that in used all throughout the US that formulates a total repair cost in which Mrs. ***** agreed upon before we collected payment. When I tried to explain this to Mrs. ***** she started getting more upset. After scheduling the appointment with Mrs. ***** she said several times that we're going to fix her appliance and she's still filing a complaint. It was clear to me that even with a working appliance Mrs. was not going to be satisfied with our services. I light of that, I let Mrs. know that I do not believe our company will be able to assist any longer. I informed her she would be receiving a refund for everything minus the dispatch charge. The dispatch charge covered the initial appointment including the travel, technician salary, and time that it took to diagnose her washing machine. Mrs. ***** has the technician's diagnosis including the part number and what exactly failed on her unit. For that reason, we will not be issuing a refund. Consumer Response /* (3000, 10, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) She is the the one who broke our contact not me. My lawyer said that they broke the contract so I was entitled to the refund of the service charge. You would think an honest and reputable company (her words not mine) would want to do the right thing.. What are they hiding by not providing on itemized invoice. Makes me wonder. Business Response /* (4000, 12, 2022/09/30) */ Our customers are given the cost of repair before making any payment on it. This customer agreed to the repair cost. Our dispatch charge covers the initial appointment and diagnosis. We will not be refunding this customer for the services that were given.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January, I filed a claim with ****** Home Warranty because my Front Loader had stopped working. Appliance Pros was the company that got the claim. Emanuel was the Technician that came out to service the Machine on or about the 10th. He said the problem was that the motor had stopped working and that he'd have to order a new one. Fine, No problem. He came back out on the 13th of January with the new Motor. This New Motor could not be installed because he ordered the wrong motor due to him writing the Revision #'s down wrong. He did apologize for that and said that he'll order the correct one. He came back on the 25th with the New Motor. Installed it and before he left, I asked him was it fixed. He responded with a "Yep" and that's it. Walked straight out the door. No, "Okay Ms. Q, I've installed the new motor, your washer's fixed now", Nothing! just walked straight out the door. I attempted to do a load a Laundry that same day and got an E3 Error Code, meaning Motor not functioning properly. I immediately sent an email to Appliance Pros that same night because this was after duty hours when it happened. I did get an email the next morning stating that they would send a Tech back out to my house. I called the company and asked for another Tech but Whitney told me that there were no other techs. He came back out on 31 and spent all of 5 min in there with the machine and then tells me that the problem is now the Tub. I asked him, "So how is it now the tub and not motor?" He didn't know. He said he'll let CHW know that the tub needs to be replaced or replace the machine. 1 Feb, I went in the laundry room and noticed that the machine top was not secured. He left it that way and he broke the brackets that secured the top in place by screwing the screws too tight and he also cracked the top right corner of it. I informed the Company about it and they never apologized for his actions or his incompetence. Do not ever use this Company! or Use at your own Risk!

  Business response

  02/23/2022

  Business Response /* (1000, 8, 2022/02/23) */ We called the customer today (2/23) to apologize for the poor customer service and then subsequently dropping the ball to respond to her. We were in error several times on this job and cost her quite a bit of time and effort. We are sincerely sorry and take full responsibility for our shortcomings and lack of communication. We are refunding the full amount of the service fee, which was satisfactory to the customer. Consumer Response /* (2000, 10, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from Appliance Pros because the $85.00 Service Fee is all that I asked for despite the 3 or 4 days that I had to use for personal time off from work. I also wasn't sure of what amount would be plausible for the damages that the Technician caused to the Washing Machine. Even if I got a second opinion, parts of the surface of the machine was broken and the inside wasn't able to be secured. I was very frustrated and fed up with the process so I figured the company refunding me the $85.00 cost of the Service Fee was the least I should ask for. Consumer Response /* (3000, 16, 2022/02/28) */ Thank you for your email last week. On the 25th of Feb, I did receive an email of a receipt from Appliance Pros. That was the proof that they are planning on refunding the $85.00 Service Fee. That was early Friday Morning. I don't know if I'm being too impatient, because technically this would be the 2cnd business day, which the point of contact that I spoke with from the business did tell me that it would take about 2 days to show up in my account. I waited until 10:00 to see if it was there. It's not. Business Response /* (4000, 18, 2022/02/28) */ A refund was issued for the service fee initially required by your warranty company. I sent this refund when I emailed the receipt on 2/25 at 8:30 am. This morning at 8:30 is 1 business day. If you have not received the refund by tomorrow, 3/1, I would suggest reaching out to your financial institution. Consumer Response /* (2000, 19, 2022/03/01) */ Good Morning Mr. C*******, I have just checked my account and I am pleased to inform you that Appliance Pros has refunded me the Service Fee. Thank You so much for your due diligence in this matter. Now I can put it to rest. God Bless You Sir.

*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. ↩