Complaints

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.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 1/30/2023 ABA sent a technician to my home for a washing machine repair. The technician ******************** arrived at my home and determined that he was unable to move the washer in order to assess the particular problem I had due to the size of my washer. He told me that he had pancreatic cancer and was unable to move the machine and would need a second technician for help. The machine was not repaired nor was it assessed other than for the size of the machine. ******** said we would have to reschedule service repair in order to have 2 technicians to provide service. Out of desperation I moved the machine from the wall looked behind the machine and noticed it was simply unplugged. I plugged the machine into the outlet and my machine started working again. ABA is now demanding payment for services that were not rendered in the amount of ****** simply for sending someone to my home who turned out to be incapable of addressing the is*** I had with my washing machine. They started contacting me 9/2023 regarding making a payment for services and today, 9/19/2023 I received a demand letter from the company threatening to *** me for theft of services, services that I did not receive. What I received was a story from their technician regarding a health is*** that prevented him from providing me with an assessment of my washing machine. I feel I am being bullied by a major company for a service they did not provide and am being burdened by the incompetence of their staff. When I called the company to report what happened they told me that I was at fault for failing to inform them that I had a large washing machine. I moved the machine independently. Please help me.

  

  Business Response

  Date: 09/26/2023

  Hello **************,
   Our apologies that you were not satisfied with the service that you received. Our records indicate that we made several attempts to return to your residence to diagnosis the unit. We understand that ************** indicated that another technician was needed to move your appliance and help avoid causing any damages to your home. ************** indicated that he needed additional help as the space and location of your washer was limited and in a small, confined space. Please see pictures attached from the date of service. We as professionals do our best to avoid causing any damages to customers home and so this is why we made several attempts to reschedule with you two of our technicians to safely diagnosis your unit. Our records also indicated that the technician reset the breaker to the appliance to assure that your appliance had power. When you contacted our company to schedule your service visit you were advised that there would be a service fee of $129.95 plus tax for a total of $140.67. When booking the service appointment, you agreed to render payment when the service call was completed. Payment was not rendered to ************** while he was at your home as agreed upon when booking the service call. This is the reason why you have been served a demand letter.   

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted ABA about my stove burners not working. I researched repair places that worked on my brand of stove. A service man came out and fiddled with the burners and then told me that the valves were faulty and they didn't have a replacement. He said they only order parts from their distributor and they didn't have them. I paid the $140 service fee and he left. The next day I called their office and spoke to the woman who is the supervisor and i asked for the part numbers. I was given the numbers and they said again they only order from their distributor BUT if I wanted to find the parts they would come and install them. They cautioned against unauthorized part dealers. After two weeks of hit or miss I contacted the manufacturer directly- they had the parts ! I purchased them for $100 and they fed exed them. Side note- I lost where I wrote the part numbers during the search and called back to get them and again confirmed they would install them if authorized parts. once I found the parts from the manufacturer ( why couldn't they have called the manufacturer?) I called back and told them . Complete change of story! They now were saying they would not come install them. They denied ever saying that. I spoke to two people i had talked to and they said no we didn't say that. We had a heated talk and I said your phone message states you record all calls for training /quality service so you can locate the two times you said this. The supervisor said she would review the recordings .About coming back out. 3 days later I decided to contact another repair company. I told them the situation they said yes they would be happy to install them, quoted me a price and scheduled the appointment for the following Monday. The man arrived on schedule. He said you don't have a valve problem- someone put the burner caps on incorrectly. In 10 seconds all burners worked! I want my money back and they won't call me back. Repay me for all of it.

  

  Business Response

  Date: 07/25/2023

  Hello,
                  We understand your frustration and would like to apologize for any inconvenience that this has caused you.  Our company underwent a policy change on installing customer-provided parts in the last couple of months. When we provided the initial service on your cooked top, we had not fully implemented this change, however this policy was in place when you spoke to our representative about installing the part if you were to locate it and they unfortunately misinformed you at the time which we did explain to you the last time we spoke.Regarding the unit being misdiagnosed we would be more than happy to refund your service fee if you are able to provide us with a descriptive invoice from the company that was out to perform the repair.  It is our company policy that if we misdiagnose an appliance or AC unit and are provided a descriptive invoice proving misdiagnoses, that we will refund our diagnostic charge.  The attached invoice shows that they replaced a part but does not state the part that was replaced or what repairs were done to the unit. We would have been happy to address this issue if you had advised us that ************** had misdiagnosed your appliance,but we were never notified of this. Once again, we would be happy to resolve this issue with a descriptive invoice from the company the resolved the issue. We hope to receive this soon so that we may settle this matter.  
  Thank you,
  ABA Appliance

  Customer Answer

  Date: 08/02/2023

  Complaint: 20372081
  
  your system will not upload the jpegs for proof- I am going to email them to *****************************.   I tried 3 times and followed the instructions precisely.   They are jpgs.   
  

  
  I am rejecting this response because:

   I want my money back for mis diagnosis billed as service call 

  I want my money back for the parts I ordered ( see receipt)    - that ABA said I needed     ****** Paykel will not accept a return.   I would have never ordered these parts if they hadn't said it was a valve problem.  Because ABA could have easily called up the manufacturer -they claimed to be a specialist with ****** Paykel -.    
  

  I want an apology letter from the head of the company for the shoddy service, the lack of accountability ( they were denying that they had given me the part numbers and that they would return to install them.   When I rebuked this lie, they said they would talk to someone there about an "exception " and listen to their recordings where I am confident they told me twice over the phone.   And they never called back!     The hours i have spent, if monetized based off my hourly rate would be in the thousands of dollars.   At minimum, I want my money back for the "service call " and I want my money back for the non returnable valve parts.  Proof of correct service invoice is attached showing I only needed a burner cap.   Invoice for valves I can't return is attached.  
  

  thank you.  

  
  Regards,
  
  *************************

  

  Business Response

  Date: 08/11/2023

  Hello ****************,
                  We will be more than happy to refund you the service fee if you are able to provide us with a detailed invoice that states the description of the diagnosis. The invoice that has been attached to this report states that there was a part that was replaced but does not give a description of the part.  We also thank you for attaching the invoice/ receipt on the parts that you purchased at your discretion since we did offer to order the part but per the manufacturer there was a nationwide back order with no estimated time of arrival.  It was at this time that we had our policy changed and did in fact check with our management to see if there was a way that we would be able to provide an exception in this instance. We appreciate you attaching the receipt for the part that you purchased and see that you can return the part so long as it is unopened and uninstalled. We do offer our most sincere apologies that we have failed to meet your expectations regarding the service that has been provided.

  Customer Answer

  Date: 08/21/2023

  Complaint: 20372081
  
  I am rejecting this response because:
  

  I'm attaching- again- the invoice from the second appliance repair company who properly diagnosed the problem which is detailed in my complaint file.  

   

  It appears that ABB appliances is not willing to pay for the parts they told me were needed.  Furthermore, they are not truthful in their response about the parts. They never ever offered to purchase these parts.  They in fact said they only use their distributor and that company did not have the parts; I called ABB to get the part numbers as they knew, and I was told 3 different times, If I wanted to find them fine, but they didn't advise it as a good idea because of non authorized parts in the market place.   As stated in my complaint, I purchased them from the manufacturer.  The manufacturer.  I emphasize this because when the parts arrived that is when I called them and told them- that I was able to get them directly from the manufacturer and why did they not think of calling them- but they are here so please come back and install them.    This is when they did the complete opposite and lied and said no we never said we would come back and replace the parts. They didn't come from our distributor....

  But they would see with their internal parts supervisor to "get approval " and let me know.  I waited for a call that never came and after two weeks, Filed my complaint with BBB.  

  Again, this is all documented in my BBB complaint.   The ability to return the parts has for awhile been no longer an option .  Waiting for ABB to call back about installing the parts- based on THEIR information and THEIR diagnosis of the problem, and agreeing to wait for a response from them ran out the clock.  

   

  Now onto their response below about wanting more details on the second appliance repair company that I called to get a second opinion while waiting on ABB...

   

  (summarizing AGAIN- they not only misdiagnosed the problem from the outset, kept and continues to mislead by changing their story on the parts that they said were needed and that I purchased, and by the way, told me on the phone at one point that I should just buy a new oven which would have been in the thousands of dollars!) 

   

  It appears they are not accepting the service call invoice from the second company, Travis County Appliance Repair.    From what I read, ABB isn't satisfied with what I have said and what the invoice says.   I'm attaching the invoice from the ****** co app again) .  Once again, when Travis County Appliance came out to see about what was happening with the oven, they said you don't have a parts problem at all.   Someone put the stove caps on backwards.  He then proceeded to properly place the middle caps on the correct burners and in 5 minutes had 4 burners operating perfectly.  He noticed the middle burner was missing a cap--  There are 5 burners total--and offered to order it for me and have it sent directly to the house.   I said that would be great and so I paid for the middle burner part and the service call which is the receipt that I am again sending. ( By the  

  Way, ABB said the middle burner AND the two rear burners were broken and you can see how since they're distributor had the middle burner valve in stock, quoted me over $400 and I said no I don't want to pay that.  They were telling me I had all these broken valves when in fact, it was nothing more than misplaced burner caps and one missing burner cap!!!!) 

   

  If ABB wants more detailed information they can call the company and ask.  ***************************** at ************.   ABB can share this letter with him.  But , I refuse to play this game with them any further.   The hours and money I have invested is beyond obscene.   At this point, I do not trust that they will credit me for their deceitful service call and the faulty expensive and unnecessary 

  Product replacement advice.  

   

  After today's date of August 21, I will wait for a credit until August 31.  Ten more days is more than fair to respond and appropriately issue the credit.   

   

  If that doesn't occur, I would like to move forward with filing and publishing the report on ABB appliances with the BBB and will plan to seek reimbursement through the legal system.   

   

  Thank you for the service you provide to customers who are victims of these types of behaviors by bad actors.  

   

   

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

  
  Regards,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  Hello,

  After reviewing all of the documents this has been approved for a refund of the service fee.

   

  Thank You,

   

  ABA Appliance