ComplaintsforWest Texas Appliance Parts & Service

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I put in a claim through my home warranty on 03/07, called this company to ensure they received claim, the office manager verified they received it and ’scheduled’ me for 04/05. FOUR weeks I waited for this waste of a company to fix my washing machine. Called them on 04/04 to again verify I’m scheduled for 04/05. I spoke to ******, she ensured I was ’on the board’ for 04/05 for repair. Waited until 3:45pm on 04/05 and still no contact from company. Called them, office manager said I was never scheduled for a repair and no one is coming out today. Offered no apology. Unprofessional and rude—-typical Abilene business.

  Business response

  04/08/2024

  I am the office manager, I was not in office to talk to ***** on 4/5. I have never spoken with *****. She left s google review and I reached out to her to let her know that I was out and it was not me she spoke with, I asked her to email me so that I could try to rectify the situation. I did find out who she talked to in our office, and that person is not a manager or supervisor of any sort. I received an email back from ***** saying there was no rectifying the situation. I am unsure where to go from here. I apologize for any inconveniences this has caused her, and have offered to do what I can to fix it. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never fixed my appliance but close the account I would assume saying that they did it just so they could get money never called or reported anything to me took over 4 to 5 months to get a part but then closed it out saying it was handled. I think they’re being fraudulent, and think it needs to be looked into

  Business response

  02/27/2024

  I am not sure why the customer was told her account is closed out. I have her on my schedule for March 11th. We had to move her to a different technician because the technician she was originally scheduled with resigned. I have her scheduled for a part install and a diagnostic on a second unit. We are just booking out a week or two farther than normal due to not only being down a technician, but also having a second technician out for surgery.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Repairman never came to house on appointment date. Business phone line did not accept messages, and still doesn't. Yet a bogus invoice was sent to the insurance company with a description of what service was done. The insurance company and I have still tried to call with no luck.

  Business response

  01/22/2024

  The technician diagnosed the unit over the phone back in June, 2023. He determined that a spray arm was needed. Per the warranty company, the customer bought the part on her own and repaired the unit herself. We closed the call out based on that information. The customer did not purchase the part from us, we do not sell parts and have not sold parts since early 2019, since this was a warranty call the customer did not pay a service fee for diagnostic. We cannot refund this customer because no monies have been paid to us by the customer to be refunded. I did respond to a review left by ** ******* this morning requesting her phone number so I could call her directly and have not gotten a response. I am not sure why she is unable to leave a voicemail as our phones and voicemail system have been working fine today. We spoke with her warranty twice today about this matter as well.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am supposed to be receiving warranty repair work for a washer. I started the claim process through my warranty people on 9/12/23. After the company was assigned to my claim I had to initiate the scheduling by calling them. They would not answer the phone but called me several days later. 10/12/23 was when they finally showed up to look at the washer and order parts. I was told it would take 3-4 weeks to get parts and get back out to us. I didn’t receive a call until 12/1/23 that parts were finally in and after calling several times to get the repair scheduled. I was supposed to get the washer repaired on 12/7/23. I called repairman to get an update and he said he would come out on 12/12/23 and get me taken care of. He was a no call no show and I still have not been able to get a hold of them since then. I have called repeatedly leaving voicemails throughout this process and they will not return my phone calls. All I want is my washer repaired or the parts mailed to me so I can finish this washer.

  Business response

  12/22/2023

  I am not sure who Mr ******* has been speaking with, however, we have had some changes in office staffing. We are currently closed due to the holidays and will not be back in office until 12/27/2023. Once we return, I will personally reach out to Mr. ******* to get this taken care of

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  11/2/22 we had four Frigidaire appliances delivered from Home Depot. Eleven months later we are having an issue with our microwave so I called Frigidaire for the manufacture’s warranty. Frigidaire gave me an initial appointment in early October with West Texas Appliance. I was given the date and time. That date and time came and went, so I attempted to call WTA to no avail for a few hours the following day. Finally getting through to WTA, I was told Frigidaire does not have their schedule, and I responded that when the order came through, WTA should have called me. The woman hung up on me after telling me they have way too many customers. I posted a bad review, and got an immediate response from *****, to call her and she would get me an appointment. After trying multiple times to call, I got through, and ***** set 10/27/23, but said she was fitting me into ********* schedule so she could only say it would be between 8:00 and 4:00. After the date and time came and went, no call, no show yet again, I finally got through to them on the phone to be told that Frigidaire had called them directly and rescheduled the appointment. WTA removed me from the 10/27/23 schedule without telling me, and changed me to today, 10/31/23, between 8:00 and noon. The only way I found out about today’s appointment was that I called Frigidaire to complain about WTA! After numerous unanswered calls to WTA last week, I finally was able to confirm the rescheduled appointment for today. I sat home waiting patiently all morning, but again no call, no show. When I called and the phone was finally answered with HOLD, I spent a solid ten minutes listening to Christmas music until the lady answered and promptly hung up on me.

  Business response

  11/01/2023

  It is correct that the warranty companies do not have access to our scheduling and are not able to schedule appointments for us, they are supposed to send us an appointment request. I personally scheduled ****** for the 27th of October, I am unsure why her appointment was missed or moved, as I was unaware that it was rescheduled. It should not have been rescheduled at all. The warranty companies do not make our appointments so they would not have been able to reschedule the appointment for 10/31, the rescheduling should have done by the girls in my office if it needed to be rescheduled. I was able to locate and pull her physical paperwork, there are no notes as to why it was rescheduled. I do have an availability on Friday the 3rd of November that I can get her in with a technician. I was out at the end of last week and part of the first of this week, I am back in the office, I will be here the rest of the week if ****** needs to call and speak with me directly. My name is ****, I am the office manager.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They received the work order back in March to repair by microwave at my house from GE customer service. Due to a bad repairman not responding and months of my complaining, they sent a new person about 6 weeks ago. He took my microwave with him to order parts and repair at their shop. Wrong parts were ordered or did not fix it. Reordered parts. I was told two weeks ago parts were in and they would check and see if it was repaired. Office staff claimed they called me but did not. I call daily and leave messages and they never return my call. GE calls and they never return their calls as well. Today the office staff tried to tell me the parts weren't in and when I reminded them what was said last time they corrected and said parts were in they did not know when they could get to my microwave. I stated that why after several weeks I still was not getting repairs done and she told me they had no control over the repairman. And if I wanted to complain or turn them in I could come and get my broken, tore down microwave and she hung up on me.

  Business response

  10/13/2023

  My apologies for any inconveniences, delays, or misunderstandings. I have someone working on that unit today in order to make sure that it will be ready for pick up as soon as possible. I can reach out to you with an update later this afternoon so that you know where we are repair wise and what else we are waiting on, or if it is ready for pick up.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Refrigerator repair, service call on May 10,2023; paid 138.with check. I was scheduled about a month later and no call and no service call. I called several times. Told parts had not arrived. In August I went by store on Walnut because I could not get a call through. At that time I was told they were waiting on the second part, but they would schedule me for the 15th which was two weeks. No show and no call. Then a call on Thursday September 21, 2023. It stated do you want to move forward with the estimate or did I buy a new refrigerator. I tried calling but could not get through that afternoon nor Friday. Called today and they wanted to know if Keith had put in the ice maker. I said, no. I have not heard from anyone. The lady said I've called you several times and never received a call back. I have even come into Abilene and to the store to see where they were on the parts. I told her I would be glad to check with BBB concerning this issue. I inquired about my 138.00 dollars. She said you can get some one else to service it. And hung up on me. I had already paid my insurance policy on the GE 50.00 which they did not have a record. Worst service with nicest repair man named Kevin.

  Business response

  09/26/2023

  When the customer called yesterday, she was informed that the parts have not been ordered because the estimate for repairs was never approved by her. We reached out several times to get approval for part order and never received approval. I do not know who she spoke with when she came into the store as I was not here any of the times she came in, we have had several office staff changes. She told me nobody ever reached out about the estimate, however, I personally called several times and was not able to make contact. Per our policy we only hold estimates for 30 days, but since I did still have the ticket open I was trying to offer Mrs ******** the ability to approve the estimate and get service scheduled. However, she would not let me speak and kept yelling over me that she would contact the better business bureau, I told her to do what she felt she needed to do and to have a great day and ended the phone call. Per management and the owner of the business we will not be moving forward with Mrs ******** due to the way she consistently speaks to our office staff. The $138 charge she paid was for the technician to come diagnose the unit, which he did.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Whirlpool refrigerator from Lowe’s on May 29, 2023. Approximately 2 weeks after owning the refrigerator the gasket around the freezer door begin to come off. I contacted Lowe’s which told me to contact Whirlpool. Whirlpool informed me that they contract with West Texas Appliance to service and repair appliances. Whirlpool set up an appointment for me with this business on July 10, 2023. The appointment was confirmed and no one from West Texas Appliance showed up. I contacted them again and an appointment was set up for July 20, 2023. Again, no one showed up and no one at the business answers the phones. Then again, an appointment was made for July 26th through Whirlpool and confirmed and again, no one called or showed up. I can’t get in contact with anyone at West Texas Appliance and they are not honoring the contact they have with Whirlpool to service their appliances. The one time that I did speak with someone, they were rude and were of no help.

  Business response

  08/25/2023

  "When Whirlpool, or any other warranty company or sales company (lowes, home depot, best buy, etc) schedules an appointment, they are never valid. Outside companies do not have access to our schedules, they don't have the ability to schedule an appointment for a customer online. They have also updated their system and the way we receive requests from them. The only way they can schedule an appointment for a customer is over the phone, and they very rarely call us. The appointments for ****** **** were missed because they were not made through our office, therefore we did not know about them. We have discussed this issue with the warranty companies directly and it has helped some, but we do still continue to have this issue. The way they are supposed to address appointments is to send us an appointment request via the dispatching hub and give the customer a job ID number directly linked to that request/claim. The customer should be advised to call us with that job ID number to ensure we do receive their request for service. We did have someone in our office that left several voicemails, and has since been in contact with ****** ****. Her appointment was completed on August 9th."

• Initial Complaint

  05/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Left a broke refridgerator with West Texas Appliance on 5/11/23. I was told I would receive a call with a diagnosis on Friday, 5/12/23. It is now 5/18/23 and no one has called me. I called the front office for the 4th day in a row (left messages each day) and spoke with ****** on 5/18/23. She informed me that the technician did not leave the diagnosis slip and it might be tomorrow, 5/19/23, before she has any information. I explained to her that this was super frustrating and their office needs to communicate better, she then hung up on me. She gave me the owner's name, ****** *******. I found him on facebook and sent him the same message as above. This is unprofessional, poor quality of services. Do not do business with West Texas Appliance, all the reviews you read are correct. They are rude and do not know what they are doing. A week later and I am still without a fridge. Now I must find a way to go retrieve my still broke fridge while they are in the office, which is apparently whenever they desire.

  Business response

  06/23/2023

  "Mrs. ***** dropped the unit off in our shop on 5/11/2023, we advised her that if we had a technician available in our shop the following Friday (5/12/2023) that we would have him go ahead and take a look at the unit, but that she would receive a call once it was diagnosed and we had an estimate available. The technician diagnosed the unit on 5/12/2023, but he was not able to submit the paperwork to the proper people in our establishment until 5/17/2023 due to us being closed on the weekend, and him being out monday and tuesday that week. We spoke with her on the 18th and advised her we would contact her with the repair estimate on 5/19/2023, while on the phone with her the call dropped. We called her back and she told us that she did not want the unit repaired and that she would be by to pick it up. We advised her that our hours for pick up and drop off are between 8am and 4pm monday through friday, but that we only have technicians available to help load and unload appliances between 8am ad 930am. We have not heard from her since. She has not picked up her unit nor has she contacted us to advise that she would like to go ahead with the repair"

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Scheduled dishwasher warranty repair through warranty service, Aug 24th. Never heard from West Texas and they did not show up on appointed day. I called them and they told me they have to schedule directly. Ok, so I scheduled service, Aug 31st. They did not show up. I called them on noon that day. I was told they had deliveries that morning and the truck had overheated and they would be calling (Please note that) and they would be out to my house for sure. Never called, never showed. I called again the next day. Oh they would be calling and coming out - the manager said to her knowledge they would be out. Never showed, never called. Called again the next day and was told the tech had tried to call Wednesday morning - what? I thought he was making deliveries and his truck overheated and he was calling that afternoon? Called again Sept 2nd as still no contact, no repair. I was then told I can't be scheduled for another week. September 9th with no real explanation except for the lie about the phone call. The manager spoke over me several times and hung up on me. Told me she didn't care that I was the customer. Eventually told me she would not schedule me because I was being rude. I was not rude, I did not yell, I did not curse, I did not make any type of derogatory statement to her whatsoever. I simply asked to speak to the owner and to have my dishwasher repaired in a decent time frame. She hung up on me again. I have read the reviews of this company and apparently this is their normal service. They should not be a warranty service or even in business.

  Business response

  10/12/2022

  Just got off the phone with her. Will fix this Friday in the morning.

*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. ↩