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Business Profile

Appliance Repair

National Platinum Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Appliance Repair.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Samsung washer unexpectedly showed error code under warranty. National platinum service was listed as the service center for my washer. I have not received a return call or have not been get an answer to my calls to schedule service. It has been a month with no visits from a technician or call explaining what the delay is.

    Business Response

    Date: 10/03/2023

    Dear Mrs. ****, We are very sorry about the delay in the service for your washer. The PBA module that we ordered through Samsung just arrived on Sunday the 1st. When we ordered it, we did inform you that we ordered the part, unfortunately we cannot control exactly when the parts arrive from the manufacturer. We also spoke with you on Friday September 29th and informed you the part had not arrived yet. We do tend to return any phone calls that we may have missed. If we missed your call we do sincerely apologize about that. We also have one attempt to schedule the service from this morning and we are waiting for your call back. Again, we are very sorry for the delay and the inconvenience this all has caused. However, we have the part and are ready to fix your washer. Thank you and have a blessed day!

    Business Response

    Date: 10/11/2023

    This repair was completed as scheduled with the consumer.

    Customer Answer

    Date: 10/11/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however the accusation about being belligerent / cursing was never addressed by providing the recording. 

    Sincerely,

    Heagon ****

  • Initial Complaint

    Date:08/31/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 needed warranty repair for my LG refrigerator that is only 1.5 yrs old. LG referred me to National Platinum Services. They do not answer calls or return calls when messages are left. They finally returned a call and told me they had to order a part. That was on Monday 21st. I was told they would order the part and once they got it a service appointment would be made. That would take 3-5 days. Then I get a notification via text that the part wasn't ordered until Friday the 25th. They received the part on the following Monday. I called and left a message I needed the appointment made and got no returned call. I also emailed the customer service person and there was no response. Later I got a text message that service was being scheduled and it had a link. I used the link they sent to see if it was scheduled and it said no information. Customer service did not call me to schedule. On Wednesday August 30th I get a call from a tech that he would be at my house in 40 minutes. I told him I was never given an appointment time and I was an hour away in Knoxville getting an MRI. The tech said he would contact the office and call me back. He did not call me back nor did anyone from the office. I called the office once I got home and they said they could not have another tech out until September 6th. If they even show up then it will be 2 weeks without a refrigerator and I live 30 minutes away from a grocery store. LG customer isnt easy to deal with either. All India call centers and it took me 3 agents to even get the repair order started.

    Business Response

    Date: 09/05/2023

    We apologize for the delay in your repair. LG originally had the consumer scheduled for 8/30/2023.  As described by the consumer, when we spoke on the phone, this unit had an error code that requires parts. The message sent to the consumer by LG on 8/25/2023 regarding parts being ordered was just an update message, the parts were actually ordered soon after the consumer was contacted. This is our peak season and unfortunately, we currently have a very high call volume, and some calls were missed. Based on the ETA of the parts and the recent holiday we did schedule service for 9/6/2023 and confirmed this date with the consumer.

  • Initial Complaint

    Date:08/15/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    They were supposed to repair my icemaker. They came out one time and said they needed to order apart. They never came back to install the part, even though they were paid. I have been trying to call someone in charge but they won't transfer me.

  • Initial Complaint

    Date:07/14/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Came to troubleshoot issues with appliances and make repairs under factory warranty, but are incapable of answering the phone or returning calls. Very poor excuse of a business.

  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Moved in new house in May, dishwasher serviced twice for leaking. Was told by National Platinum on 06/15/2023 that it had to be replaced and would be replaced in 2-3 days. Now can't get anyone to help me or call me back at Frigidaire or National Platimum to get the replacement completed. Spoke with them on following dates; 05/25/2023, 05/31/2023, 06/05/2023, 06/12/2023, 06/15/2023 and have be leaving messages ever since.

  • Initial Complaint

    Date:11/01/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Do not have open doors at current location. Will not return calls.

  • Initial Complaint

    Date:10/18/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    This company is supposed to be fixing my refrigerator with warranty work. LG approved and sent them the information. They said they have ordered the part, but that was over 2 weeks ago and they refuse to provide a ETA of when the part will come in and when they can do the work. They won't answer the phone or return phone calls and now they won't respond to email. I would like for them to do the work they said they would do and communicate throughout the process.

National Platinum Service is NOT a BBB Accredited Business.

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