ComplaintsforTyms Appliance Solutions, LLC

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a warranty with ******************* and this company came out and did some work and also looked at my washer. They did really good work on one appliance but on my washer the service has been not good. The company told us that they would put in a recommendation to replace the washer. I spoke with the insurance company and they said they were told that we need a part. Based on what he told us , we discarded the old washer. They wont answer the phone now and I will probably have to spend in total $1,300 to replace said washer. It appears to be a pattern with this company.

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired this company to assess a leak coming from our refrigerator in the kitchen. ****** came to my house, 8/3/2023, and claimed he simply need to order a part and would be back to fix it. Since that time, I have been unsuccessful in getting in touch with him either via his cell phone, the company phone number listed online, or via text message. No one answers the phone. No one responds to messages. And all the voicemail boxes are full and not excepting new messages. It has now been seven weeks, and we have not had any resolution of the leak in our refrigerator, despite paying them upfront for the services.The same thing happened a couple years ago with our ice maker, and we eventually had to hire a second appliance company to finish the job. This company seems like a complete scam. Please show up, collect the service fee for doing no work, and then never return to finish the job.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have an home warranty with First ******** and this Company has neglected in finishing the repair of job of my washer and Dryer even after the parts has been order and Delivery since Oct .22till jan.2023 I have notify first american home warranty please issue a copy to all 3 of us.Thank you

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have filed a complaint with ******************* buyers insurance for my refrigerator about 6 months ago, they assigned it to Tyms appliances *******. This company is fraud, they told insurance company they ordered parts, took 3-4 months to get parts. Since then for weeks me and insurance company is trying to contact them but they dont respond, once my insurance company rep told me that she talked to owner of Tyms appliance and he promised to call me same day, never did.This company gets on panel of insurance companies and then provide worst possible service to customers, should be banned from working. My refrigerator has not been fixed for 6 months because of this unprofessional and incompetent Tyms Appliances.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contractor was assigned to complete warranty work on my washer. Contractor has received the parts and will not follow up to schedule the install. The contractor will not return phone calls from myself or the warranty company, First American. I was told by the warranty company that the contractor would contact me this morning for the install. They still have not returned my calls. I have been without a washer for a month.

  Business response

  10/17/2022

  ************************ 

  441 *************** *******, **, 38117 

  ********** 

   

  Business Response: Tyms Appliance Solutions partners with First ********. Parts for the washer was supplied by First ******** and we have no control of part delays. We receive a high volume of calls during business hours and we advise customers to leave a voicemail. Washer was reported for two major parts and the parts were delivered on different dates. Customer was contacted for scheduling, technician successfully installed parts.  

  Customer response

  10/18/2022

   
  Complaint: 17658266
  
  I am rejecting this response because: the response encourages the customer to leave a voicemail, but the number was not accepting messages. There was no way to document that I had contacted them and they were not returning my calls. I did finally get an email address that was helpful. 
  
  Sincerely,
  
  ***********************

  Business response

  11/18/2022

  The washer was completed in the month of August this year. ******** was contacted, appointment was confirmed. Parts were installed through First American Warranty. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We were having issues with our wall ovens and warming drawer. Filed with First American Home Warranty on March 28th, 2022 who assigned the job to Tyms Appliance Solutions. A technician came on April 7th and diagnosed multiple problems. He said he would put in a request with FA to cover parts and the repair immediately. A full week later Tyms finally sent in the request to FA, and Tyms received the parts from the distributor on April 21st. Is it now June 3rd, and no attempt has been made to reach out to us and schedule the repair. Tyms will not answer their phones and do not respond to messages left. This happened during the initial scheduling stage as well, and technician confirmed that it's generally an issue. At this point, First American cannot reach them either(!) but won't reassign the repair until they reach them.We have a medically complex household, with multiple specialty diets, which I actually told the technician initially, and yet they have had no problem with us having broken ovens for 7 weeks now. I am at the point of wanting to purchase new ones and take them to court to pay for them, as I honestly do not know what else to do. Thank you.

  Business response

  10/17/2022

  ****************************

  529 ***************, *******, **, 38120

  
  

  yms Appliance Solutions LLC, partners with First American Home Warranty. Customer pays her contract fees and service fees strictly with her warranty. Tyms Appliance does not collect any funds from customers. This customer was delayed ********** due to an issue between her and her ************** American due to her warming drawer not being covered in her contract. Per her claims supervisor at First American, customer was informed April 19th that her warming drawers was not going to be covered. We as a partnership are not able to do any work that is not covered under her contract without a Cash On Demand quote. Which was never offered. Once customer decided to go further with her COVERED repair, we scheduled her for first availability. Even with customer knowing her warming drawer was not covered, she proceeded to interact with the technician voicing her frustrations. Tyms appliance has no control over customer contract that she pays for monthly strictly with First American. Problem has been resolved.

  Customer response

  10/20/2022

   
  Complaint: 17408608
  
  I am rejecting this response because:

  The warming drawer is not the primary issue. The primary issue is the oven repair. The warranty company approved the repair. The client approved the repair. ***'s ordered the part. Tym's received the part. ***'s didn't make any attempt to schedule the repair for MONTHS. 

  Tym's finally came out. Repair didn't work. We went through the same process. Warranty approved the new part. Client approved the part. ***'s ordered the part, and didn't make any attempt to communicate or schedule.

  Tym's finally came out last week. Sent the poor repairman out to lift out two wall ovens solo. Repairman did the install.

  Used the oven today, SAME ERROR CODE. Oven was on for less than an hour. 

  Tym's is a fraud, and certainly doesn't care anything for customer service. Even the warranty representative was frustrated because they were unable to reach the company to help schedule. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty agreement. I put in a request for service on our dishwasher with our home warranty company on April 9, 2022. On April 10, 2022 I received an email from that company stating, "We have assigned Tyms Appliance Solutions, LLC to diagnose your Appliance problem." A technician was supposed to come on April 11th between 11am and 5pm so my wife took a half day off to be at the house to let the technician in. The technician arrived at 6:45pm. He said he would order the part and call when it was in to set up an appointment to repair the dishwasher. We have not heard from Tyms Appliance Solutions, LLC since the technician left that day in spite of leaving 5 messages asking for an update.

  Business response

  06/01/2022

  Contact Name and Title: *********************
  Contact Phone: ************
  Contact Email: ******************
  The customer agreed to remodification at time of service. The product supplied to us needed remodification to complete installment. The appliance is in working, operative manner and in compliance with warranty company guidelines. Tyms Appliance Solutions strive to generate subperb services to our customers and clients.
  
  See Attachment/File: E5098406-AC6C-4ADB-86F2-E27F0C661895.png

  Business response

  06/01/2022

  Business supplied email: ********************************
  Use this address for any contact with the Better Business Bureau

• Initial Complaint

  05/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/17/2022 First American Home Warranty assigned **** a work order to repair/replace my leaking washer and the range hood that would not turn on/off. I called **** on 2/18/2022 to setup an appointment. **** advised that they would be out on 2/28/2022. **** tech came and looked at the range hood and advised that it needed to be replaced. Checked the washer and advised that parts were needed. FAHW ordered the necessary parts. Washer parts were shipped to **** and the range hood was shipped to me. When the hood arrived, I opened the box and inspected the hood for any damage. There was none. Called **** to setup a date for installation of hood and replace washer parts. **** came out on 4/5/2022 to do the work. **** replaced the washer parts and I was told not to use the washer for 24 hours to give sealant to dry. 48 hours later, still leaking. I forgot to completely check the installation of the hood until the next day, when I found that the tech had run a s**** through the exposed side of the hood, that left sharp edges exposed. Notified FAHW and **** of these problems. **** came back out, repaired the washer and took pictures of the hood, this was on 4/25/2022. I have been calling **** and FAHW since 5/2/2022, 2-3 times a day. **** mail box is full, so I cannot leave a message and FAHW tells me not to worry, that it will be taken care of. **** will not return my calls and has not replaced the damaged hood.

  Customer response

  05/14/2022

  See Attachment/File: Attachments

  Business response

  10/17/2022

  **********************

  2121 ********

  ******, ** 38651

  
  

  Tyms Appliance Solutions LLC, partners with First American Home Warranty. Per First American Home warranty re-modifications are not covered under the warranty and Tyms Appliance are subjected to charge for the modifications. At the time of installation the technician opened the appliance himself and made the customer aware that the brackets that were included with the appliance were not a good fit. Technician went over options for installation with the customer, customer agreed and proceeded to assist the technician with installation due to the weight of the appliance. Once installed, the customer accepted the installation. The Technician also returned to the home after installation to complete the repairs to the washer. Note added: There are no operational defects with the range hood due to installation. Work has been completed.

  Customer response

  10/17/2022

   
  Complaint: 17409025
   
  I am rejecting this response because: First American replaced the range hood due to the damage done by ***********  I had to pay for the installation out of my pocket.     
  Sincerely,
  
  *********************

  Business response

  11/18/2022

  There are no operational defects with the range hood due to installation. Work has been completed. Tyms Appliance did not receive any back-charge of being responsible for range hood or installation.

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