ComplaintsforUS Appliance Inc.
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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**************** Range Model # HFE3501CPS Serial # ******** Purchased 02/14/2024 Case # H3201481 opened 05/13/2024 Control panel is loose on top, exposing the wiring. Hisense shipped retaining clips and had someone from US Appliance schedule a repair call.05/21/2024: ************* tech (******) pulled the range out into the middle of the kitchen. He opened the range up but was unable to secure the control panel in place with the retaining clips. He said the range was unrepairable and said he would let Hisense know. He also left the range half out of its space (said he couldnt move it farther) and it is now not level with the countertops, but it was working. He took the retaining clips with him.05/24/2024: Someone from Hisense called and said they would not replace the range due to it being damaged on delivery. They said I needed to contact the retailer.05/28/2024: I spoke with someone at ******* and was told the US Appliance tech had stated that it was damaged on delivery and that was why they wont replace it.05/29/2024: *** (US Appliance) called back to see what Hisense said. I told him their techs assessment of damage on delivery was the reason ******* wont replace the range. *** assured me that US Appliance would take care of it.06/03/2024: US Appliance service Tech ****** again pulled the range out into the middle of the kitchen to open it up. He said the mounting tabs were bent on the inside, and while he was trying to bend one into place he shorted out the control panel. He said the part would be ordered and they would replace it. So now my range doesnt work at all and he gouged my kitchen floor and didnt say anything about it.06/07/2024: I have tried multiple times over the last three days via phone and text to reach US Appliance and have had no response.Customer response
06/11/2024
Company contacted me on Monday, June 10 to schedule the repair. They can't come until Friday, June 14. Hopefully, this issue will be resolved then. As of 10:30 am Tuesday, June 11, I still have not heard directly back from any of the local people (************, ** office) who said they would respond to me.Customer response
06/16/2024
Update on service call scheduled for Friday, 06/14/24, between 3 and 7 pm: On 6/14 I received a text at 9:45 am from the service tech saying that his estimated arrival time was between 7 - 10 am (I believe these are automated texts and not actually from the service person). Text said he would call or text when he was on the way. That was the last I heard. I texted him later in the day and left a voice mail. I left a voice mail at the office, and I sent an email to the address listed on the website. It's now Sunday, 06/16 and I have received no response.Customer response
06/22/2024
Hello, this complaint can be closed. The manufacturer decided to replace the range, so I didn't need the service call that was scheduled for 06/20/2024. I do want to say that I think US Appliance's communication and customer service is horrible. They do not respond to voice mails, texts or emails. And I believe the second service tech who came to work on the range was not trained well. The range worked when he arrived and did not when he left.
Thank you for attempting to get resolution on this issue.
Initial Complaint
06/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I was assigned U.S. Appliance by my home warranty company, AMERICAN RESIDENTIAL WARRANTY to repair a dryer and a refrigerator. They wanted to schedule one day to "diagnose " the problem and then took over a week to come back and repair the problem. I had submitted 2 claims to ARW and both were assigned to U.S. Appliance. They conveniently couldn't find one of the claims. They made no attempt to find the claim. When they called me back and I was in a meeting, they didn't leave a text message but instead canceled the appointment. The technician they had contact me was rude and condescending. This company is the worst company I have ever dealt with in my life.Initial Complaint
05/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had a technician come to my house on 4/10 to find why my washer was leaking. Since then, my appointments have been rescheduled and ignored despite the company receiving the part on 4/20 and loosing it. It had to be reordered. When I tried to reason with the supposed manager of the ***************** I was disrespected and lied to repeatedly. When I requested a corporate contact and the name is her supervisor, I was repeatedly told I am the manager. These lies have cost me over $250 at the laundromat. I cant afford for my washer to not be repaired and this company could care less about the amount of money and time I had have to waste due to their inability to do their job. I am requesting at bare minimum a refund for the amount I have had to spend at the laundromatInitial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Warranty on Maytag washer from Lowes contract is through a 3 party assistant who uses US appliances out of ******* for their repair company! They came out to fix ordered parts made a date for repair 3 weeks later on Tuesday November 28 between 3-8 pm no call no show! Wednesday the 29 th reschedule for Thursday November 30 again no call no show! Would like to let people know not to use them! Also for them to get a call from bbb to let them know they have received a complaint .Business response
12/20/2023
Customer is scheduled for and confirmed for the 28th. Please make sure to answer when the tech calls/texts to give an ETA. Thank youInitial Complaint
11/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On August 13th, we requested service on our dryer that stopped working. It is now November. We have had three appointment cancellations, parts lost, and difficult communication. First they said we needed a new motor so we waited for that, then they said we needed a new fan, another wait, then when the fan came in they lost the motor. After ordering a second motor they came out and put the new motor and fan in and left without testing the dryer. It still doesn't work. This has been over 3 months absolutely ridiculous.Business response
12/20/2023
US Appliance tech reached out to Assurant tech support to report the unit unrepairable. Assurant reached out to the customer via email for alternate solution (other than repair) on December 12th. Customer must now communicate with Assurant on how they want to proceed. US Appliance has completed the inspection and reported to Assurant for this alternate solution to be possible.Initial Complaint
09/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
US Appliance was hired by ******* Electronics to make repairs to my tv. In the process of examining the tv, the technician broke the back cover of the tv. ******* say they will not cover that part of the repair. And now US Appliance is refusing to pay for replacing the cover which their employee broke and admitted to.
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BBB Rating & Accreditation
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Customer Complaints Summary
6 total complaints in the last 3 years.
6 complaints closed in the last 12 months.