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:03/08/2025

  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.

  NISIUSA is the contractor for ******* to repair the products. My microwave is less than 90 days old and has had the same issue twice. NISI was sent to fix it. I was told that this is a common issue. Leas than 60 days later its broke again. NISI was sent again with a 2 hr window to arrive. The tech sent me a 3 hr window. When he still didnt show I called the NISI office. I was told we dont know what the tech is up to. We dont keep track of them. **** was still 1hr away. They said see you monday. When I said I work monday they said not our problem.

  Business Response

  Date: 03/12/2025

  Dear. **** **********
  
  Thank you for sharing your concerns. We apologize for any inconvenience you experienced and appreciate the opportunity to address the situation. 
  
  On March 10, 2025, our Technician Manager and a technician visited your home together to personally assess the issue and ensure a thorough repair. During the visit, they explained the situation in detail and completed the necessary repairs, addressing a wire connector socket issue that had caused a short between the main board and the noise filter. The **main board and noise filter were replaced**, and the unit was fully tested to confirm that it was functioning properly. 
  
  Following the repair, our team had a constructive conversation with you to clarify that NISIUSA, as ******** authorized repair provider, does not have the authority to approve unit exchanges, but is fully committed to providing complete and effective repairs.  
  
  We are pleased that the visit on March 10 allowed us to fully resolve the issue and provide clarity, and we appreciate the opportunity to assist you. If you experience any further issues, please feel free to contact us or ******* for further assistance. 
  
  NISIUSA Customer ********************** Team

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:   They did fix my item. But i lost a days work because they no showed for the scheduled date. 

  I had a repair scheduled for 03/07/2025. I was told I would get a 2hr window in which the tech would arrive. At 833am on 03/07/2025 I was given a time of 12-3(a 3hr window). At 3pm since I had not heard anything from the tech I called the ******************************** office. The person who answered sounded like they were in a child's daycare center. I asked what the status of my repair was. I was told I don't know it's not my job to keep track of the techs and what they do during the day. We do not control their work schedules and what they do between repairs. I told the person at the office that I could not wait any longer since I had to pick up my kids. She said well we will see you Monday morning between 8am and 8pm. At this time the tech *** starts blowing up my phone that he will be there in 20min and he still wasn't done with the job he was on. I asked *** and the lady at the office about a Saturday appointment. They both said we dont work Saturdays. I said I would have to take a day off work to be there for the Monday appointment. I asked if they were going to compensate me for the lost time at work since they overbooked the tech and forced me into Monday for my service. I was told that I'm booked Monday for 8am to 8pm for Monday 03/10/25. I asked to speak to the operations manager. I was told that she had to ask if he wanted to talk to me. I was told that he is too busy to talk to me and will call me back before 5pm . I was never called back. 
  On Monday I tried to call NISI corporate office and was transferred to the ********* office. I got a person on the phone that said the operations manager was busy with a meeting with the CEO and would call me back and she tried to schedule my repair for Tuesday 3/11/25 and that I needed to take another day off of work. I told her I already lost $240 due to their overbooking practices. After 3 more calls to the NISI location on Monday I finally got a manager. He starts by telling me he has no idea what I'm talking about. He said that he wasn't even in the office Friday. He was never told that I called. He was never in the meeting with the CEO. As I found out I was never booked for the Monday appointment. I told him that I had spoken to ******* and on Friday since ********* NISI turns their phones off at 4pm. ******* said that I should be compensated and that the NISI would handle that. Even the manager agreed to the compensation then took it back. 
  ON 03/10/25 at 857am I got a text from *** the tech who said that he would be to me by 1030am. Upon ***** arrival he and his trainee got to work. *** got my unit apart and found the problem. He said the tech that worked on it on 12/26/25 (**** i think) did not properly ground the motherboard and it shorted it out again. Upon talking with *** he advised his manager what happened and said that the manager was in the office Friday. So why would the manager tell me he wasn't in the office? *** also said he spoke to the manager Monday morning. *** was the one who said I was never rebooked for Monday. 
  It sounds like the ********* operation does what it wants with no accountability or oversight. They routinely overbook their techs. They routinely cause delays to the customers. 
  They do not go by the company motto. I got this right from the NISI USA website. "Our technicians are available on your schedule!" 
  Upon posting my review to ****** and Yelp, I read some of the issues people have with NISI. I can see from my experience most of the reviews are correct. You office staff and manager in ********* are not doing anything to improve the way your company looks.  
  
  
  So ********* after reading this what do you think? I think my request is totally justified and should be honored.   
  

  Business Response

  Date: 03/18/2025

  We sincerely regret the frustration and inconvenience you experienced during the repair process. We fully understand your concerns and appreciate the opportunity to address them.
  
  Regarding your scheduled service on March 7, 2025, our technician made every effort to meet the estimated service window. However, due to an emergency service earlier in the day, scheduling adjustments were necessary, which unfortunately caused delays. While we strive to provide accurate time frames, unexpected circumstances sometimes impact scheduling.
  
  Additionally, our business hours are Monday through Friday, and we do not offer service on Saturdays. We understand that this may have caused inconvenience, and we sincerely apologize for any disruptions to your schedule.
  
  It appears that some miscommunication occurred during your interactions with our customer ********************** and the ********* office manager. Our call center is located in a separate country from the ********* branch, and while we do our best to coordinate efficiently, occasional communication challenges can arise. This seems to have contributed to the misunderstanding regarding your appointment.
  
  After receiving your complaint, we took immediate action to resolve the issue and ensured that your unit was properly repaired on March 10. We also acknowledge that the situation could have been handled more smoothly, and we have since conducted additional staff training to improve communication and scheduling processes.
  
  Moving forward, we are committed to continuous improvement to prevent similar issues from occurring. We truly value your feedback, as it allows us to enhance our service and provide a better experience for all customers.
  

  Customer Answer

  Date: 03/18/2025

  I am rejecting this response because: They want to say they fixed the issue. Which they may have fixed it. But I still lost a day of work and $240 in pay that day. They chose to cause this issue. They chose to over book appointments. They think a simple Im sorry will make it all better. None of the techs, call center, or Las Vegas employees lost a day of pay because of their choices. I did and they dont care about that. 

• Initial Complaint

  Date:02/10/2025

  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.

  We purchased a ******* refrigerator at the ************************ in November of 2024, and had it delivered on November 26th. It's a new house and my sister and brother in law were here for the delivery sine we didn't live near our new location yet. When we moved in on 12/7 and were putting water bottles in the refrigerator, we noticed that the left door swung shut, quickly and the right door swung open. every single time. We went back and forth with ********** and *******, as both pushed us off on the other one. ********** says it's manufacturer issue and ******* says it's a set up issue. The refrigerator was and has always been level, every which way you look at it. ******* sent the SAME technician out here 4 times and 4 times (their technician) he said "no defect found". They even sent a new refrigerator and while outside, it did the exact same thing. There is absolutely something wrong with this one or this model. Makes no sense that we buy a brand new appliance and it doesn't behave the way it should. After a total of over 6 hours on the phone with ******* and speaking to countless people, I escalated the issue on 2/6/2025. I received a call back on 2/10 and was told, 'since the technician noted, no defect, you are not eligible for a refund or replacement." They will not escalate it further. They said this is the way it is. Sorry. We don't think this is acceptable by any means. No one is helping us at this point and have wiped their hands of this and us. We simply want a different one and want this one to go back to *******. Please advise on what can be done. We have exhausted all of our possibilities and don't know where to go from here. They didn't seem to care that we were filing a complaint with the BBB either.

  Business Response

  Date: 03/06/2025

  Our technician has indeed visited several times in which he also contacted ******* Tech Support for advice and assistance in this matter.
  They have documented that For cases where doors either remain open or close on their own, we cannot guarantee any specific behavior since there are no mechanical components in the door designed to control this (the doors rely solely on hinges). Factors that may influence these behaviors include leveling, the type of customer flooring or home foundation (such as soft wood), the weight of items stored in door bins, and gravity.
  The technician made sure the unit was leveled and educated the customer with this information.
  As this is how ******* Tech Support instructed, we advise contacting ******* directly for any disagreements about the unit.
  We apologize for any inconvenience.

• Initial Complaint

  Date:01/11/2025

  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.

  My 2 year old Samsung Range makes intermittent loud noises when baking at high temperatures. I've had previous repairs and the whole fan and motor were replaced. The last time it was serviced, the technician said if it happened again the range would need to be *********** again made the noise. NISI came out on 01.11.2025. Stayed maybe 8 minutes. Turned on oven and since it didn't immediately make the noise, he turned it off. He consulted with someone on the phone and they declared there was no defect. I did play an audio tape I recorded of the noise on 01.03.2025. He repeated it wasn't defective. He never pulled out the range to check the fan or motor. He stayed all of 8 minutes NISI was not interested in helping me solve the problem, did nothing to investigate the source of the noise and had no concern for my consumer needs. He knew there was a problem and did not address it. He just referred me to customer **********************.

  Business Response

  Date: 01/16/2025

  Good morning,
  
  Yes,it does appear that the customer complained about a rattling/grinding noise.
  
  However,the symptom did not manifest while the tech was there.  Without the symptom present, the tech cannot just guess and perform any repairs.
  
  The tech even did visual support with ******* Tech Support who also verified that the unit is working within specs and no noise was discovered.
  
  Please refer the customer to ******* at ********************, if they disagree.
  
  Thank you!

  Customer Answer

  Date: 01/16/2025

  Part of the problem is the noise doesn't happen all the time. I have documented audio clips of the range making noise. There is a problem and it needs to be fixed.

  Part of the diagnostics is to check out hypotheses as to the cause. Turning on the oven and turning it off when there is no noise is not good service.  The previous tech pulled out the range and looked at the fan and motor and tried to find a solution. This tech did not and spent most of the time outside on the phone with his manager.

  NISI USA did not do due diligence and provided no assistance to resolve the issue. Just because they didn't hear a noise doesn't mean there isn't a problem.  

  I was able to reopen the service ticket after Samsung Customer ********************** heard my audio clip as they too believe there is a problem. 

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   

   

  Part of the problem is the noise doesn't happen all the time. I have documented audio clips of the range making noise. There is a problem and it needs to be fixed.

  Part of the diagnostics is to check out hypotheses as to the cause. Turning on the oven and turning it off when there is no noise is not good service.  The previous tech pulled out the range and looked at the fan and motor and tried to find a solution. This tech did not and spent most of the time outside on the phone with his manager.

  NISI USA did not do due diligence and provided no assistance to resolve the issue. Just because they didn't hear a noise doesn't mean there isn't a problem.  

  I was able to reopen the service ticket after Samsung Customer ********************** heard my audio clip as they too believe there is a problem. 

• Initial Complaint

  Date:12/02/2024

  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.

  This complaint is on NISI and on *******. Mice in my home ate a wire on my range and the company refused to fix it. That is by order of *******. I decided I could do it myself yet. ******* will not give me the part number. I have to buy a schematic. The oven and range came with the purchase of the home and I do not have any information. I spoke with their customer ********************** *** who told me I could buy a schematic and refused to give me the part number that I needed..

  Business Response

  Date: 04/09/2025

  First and foremost, we sincerely apologize for the delayed response.

  Based on the diagnosis from our technical support team on 12/2/2024, it was confirmed that the issue is due to physical damage, and as a result, we are unable to provide service for this matter. Physical damage is considered an external factor, not a manufacturing defect, and therefore is not covered under our warranty policy. We appreciate your understanding in this regard.
  
  Additionally, the wire diagram or schematic information you requested is something that must be directly obtained from the manufacturer, and unfortunately, NISIUSA is unable to provide it.
  
  If you require further assistance in the future, please do not hesitate to contact us. We are committed to providing the best possible solutions for your situation.

• Initial Complaint

  Date:09/30/2024

  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.

  We bought a refrigerator within a couple weeks we noticed water coming out of the ice maker line. They sent this company and the tech broke the part worse. Then this company told ******* the part can't be replaced abd blamed on ***** who only installed waterline and plugged in the refrigerator. This company is a scammer They broke the refrigerator beyond repair and won't do nothing to replace it. ******* said they will do nothing. Fyi I told them I was writing a negative review the *** said so. Really!!!!!

  Business Response

  Date: 04/09/2025

  We sincerely apologize for the inconvenience this has caused.
  
  As you mentioned, during the service diagnosis on September 7, 2024, an issue related to the initial installation was identified. During this process, we understand that you were dissatisfied with the technician's attitude, which led you to request a technician change. In response to your request, we assigned a new technician on October 4, 2024, and the issue was completed.
  
  We are always committed to providing the best service possible and ensuring that appropriate actions are taken based on your needs. Once again, we apologize for the inconvenience, and we are dedicated to resolving any issues to your satisfaction.

• Initial Complaint

  Date:04/29/2024

  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.

  The techs came over to my home 4 times to repair a new dishwasher. The last tech, stated that the dishwasher had a dent. Well the only ones that worked on the dishwasher was the techs who took it apart. The tech never advised me of the so call dent and left. But he put it on his report and voided my warrantee. Nisi techs installed 2 new parts on this brand new dishwasher, they took it apart not me, its obvious if there is damage that it was them, since the dent is internal. I tried to contact them, but they refused to take my claim, got nasty and never responded.

  Business Response

  Date: 04/09/2025

  First of all, we sincerely apologize for the delay in our response.

  According to our service policy, if physical damage is found on the product, it is considered to be caused by external factors rather than a manufacturing defect, and therefore not covered under warranty. In this case, based on the inspection by our technical support team, the damage was determined to be due to external causes. As a result, we informed you that the repair would not be covered under warranty and that service charges would apply. Since you chose not to proceed with the paid service, the ticket was closed accordingly.
  However, we understand that you raised the possibility that the damage may have occurred during a prior service visit, and also noted that earlier technicians did not report any such damage. In light of this, we have advised you to contact the SS team ***************************** for further assistance with this matter.
  We remain committed to minimizing any inconvenience and ensuring fair and timely resolution of all customer concerns.
  Once again, we sincerely apologize for the inconvenience this has caused.

  Customer Answer

  Date: 04/15/2025

  The primary issue I encounter is that there was never any damage to my dishwasher. Despite this, the company erroneously reported damage, resulting in the voiding of my warranty. Consequently, I faced significant challenges in obtaining assistance from ******* due to the inaccurate report. Ultimately, ******* dispatched another company, which confirmed that there was no damage. I have attached a letter from *******, wherein they have acknowledged the faulty dishwasher and are providing reimbursement. In my opinion, the technicians were reluctant to address the repair and opted to void the warranty to avoid further involvement.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because: The primary issue I encounter is that there was never any damage to my dishwasher. Despite this, the company erroneously reported damage, resulting in the voiding of my warranty. Consequently, I faced significant challenges in obtaining assistance from ******* due to the inaccurate report. Ultimately, ******* dispatched another company, which confirmed that there was no damage. I have attached a letter from *******, wherein they have acknowledged the faulty dishwasher and are providing reimbursement. In my opinion, the technicians were reluctant to address the repair and opted to void the warranty to avoid further involvement.  

  Customer Answer

  Date: 04/29/2025

  Thank you for your response.  What Im trying to state is that, there was never any damage to the dishwasher.  I dont know where the techs found damage.  If you have pictures showing damage I would like to see them.  By your techs reporting damage, it voided my warranty with *******.  I have been through h*** and back, to have ******* send another tech to verify the damage on the dishwasher.  And they didnt fine ANY damage.  I have already received a full refund from *******, because I bought a faulty dishwasher.  What in upset, is that you guys found damage that didnt exist! Im fine with this now, I received my refund, but you guys made a big mistake, and thats all I want to state. Im not looking for any compensation from you guys, Im just making a complaint on your bad judgment that cause me serious problems with ********
  

• Initial Complaint

  Date:04/26/2024

  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.

  The company came out to diagnose my (2020) 75inch ******* QLED 8K tv. When trying to order the part it was not available and wont be available for a long time. I called the number that was contacting me before they came and got in touch with ********. He told me since the part was not available he had to cancel the ticket and refund me since the job could not be done. I have not been refunded any money. When trying to reach ******** again he never picks up and I even left him a message to call me, he hasn't.

  Business Response

  Date: 04/08/2025

  We sincerely apologize for the delay in our response.
  
  We would like to confirm that the refund for the labor fee, excluding the diagnostic fee, was processed on May 3, 2024. Additionally, we deeply regret the inconvenience caused by the part issue, and we sincerely apologize for the disappointment this has caused.
  
  We are committed to improving our services and handling such situations more efficiently in the future.
  
  Thank you for your patience and understanding. We truly appreciate your valuable feedback.

• Initial Complaint

  Date:04/10/2024

  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 am writing to file a formal complaint against NISI USA, an authorized repair shop for ******** regarding the subpar service I received and the extensive damage caused to my property during a repair service.Upon arrival, the repairman from NISI USA demonstrated a lack of preparedness and care for my property. He failed to use any protective equipment when handling my stove, resulting in significant damage to my luxury vinyl plank floors. Despite my attempts to address the issue immediately, the repairman dismissed my concerns and advised me to file a complaint with *******.Following his instructions, I reached out to ******* and NISI USA to report the damage. However, the response from NISI USA, particularly from *****, has been unsatisfactory. Despite providing photographic evidence of damage to my floors, ***** has been uncooperative and has refused to acknowledge NISI USA's responsibility for the damage.I am deeply disappointed by the lack of accountability and professionalism displayed by NISI USA and *****. Not only do I now face significant financial burden due to the damage caused, but I am also left without a resolution in sight.I urge the Better Business Bureau to intervene and escalate this matter to senior leadership at NISI USA. I seek a fair and amicable resolution that includes compensation for the damage incurred, which amounts to $1,800 according to a professional quote I have obtained.I appreciate your attention to this matter and trust that the Better Business Bureau will facilitate a prompt and satisfactory resolution.

  Business Response

  Date: 04/08/2025

  I sincerely apologize for the delayed response.
  
  The service was completed on March 19, 2024, and compensation for the damaged area was issued on June 19, 2024. Following this, we attempted to reach out to you, but unfortunately, we were unable to make contact. We deeply regret any inconvenience this may have caused and appreciate your valuable feedback, which will help us continue to improve our service.

• Initial Complaint

  Date:04/01/2024

  Type:Product 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.

  My ******* (OUT OF WARANTY) refrigerator ice making function stopped working. On March 10, 2024 a telephone service request was made to ******* Electronics ************** ************** repair ticket #**********.On March 13, 2024 a *******************, NISI-HA **** ****************************************, 1-************ made an installment of a new ice maker component. Since my refrigerator was out of warranty, I agreeably paid $365.84 for what I believe was a successful repair via **** card. Payment**** 46**********1423 Transaction ***********************************-4FF1A854C42E Approval Code033052 Invoice Number********** Total$148.84 USD Payment**** 46**********1423 Transaction ***********************************-03E0CE810984 Approval Code032617 Invoice Number********** Total$216.50 USD However, the next day the original problem STILL existed. Multiple calls and a second trip by the repairman and help desk solutions (ticket # **********) have failed. A REFUND of $365.84 for failure to render successful service by ********************************* is DEMANDED. Informing the public of the practice and performance of NISI-HA is requested.

  Business Response

  Date: 04/14/2025

  Sorry for the delayed response. We have reviewed this matter again.
  
  Upon reviewing the service tickets, please note that ticket #********** is not associated with our company, NISI-HA. The service we provided was under ticket #**********, which specifically addressed the broken arm component of the ice maker. Before proceeding, we explained the details of the repair and received the customers approval, and a total of $365.84 was charged accordingly.
  
  Subsequently, the customer contacted us again regarding a similar issue. After further follow-up, we determined that this issue might be caused by something different from the initial repair. We explained that if a new part or different issue was found, additional charges would apply. However, the customer declined further diagnosis or repair, so we were unable to proceed.
  
  In summary, the service we performed was a valid repair of the broken ice maker arm, and the cost was clearly communicated and approved. We understand your confusion and will continue to strive for better service moving forward.

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:   The repairman lied to me.  HE STATED THAT ON COMPLETING THE INITIAL VISIT'S COMPLETION OF MY ORIGINAL NON WORKING ICE MACHINE WAS REPAIRED.   THE ICE MAKER HAS NEVER WORKED AND A TOTAL REFUND OF $307 IS DEMANDED.  A REVIEW OF THE COMMUNICATION LOG SHOWS AN ORCHAASTRATED SERIES OF LIES BY NISI.XJD ITS CREDUVUKUTY AS AN ALLY TO CONSUMERS, THE BBB SHOULD RECOGNIZE THIS,

  Customer Answer

  Date: 04/25/2025

  I am rejecting this response because:   The business is fabricating a false response.  The fee was charged upon my agreeing that the ice maker was no longer under warranty.  I was assured that the repair would solve the problem.  IT DID NOT!!!   NO BROKEN ARM WAS DIAGNOSE AS A PROBLEM UNTIL MY CONTACTING BBB.   THIS IS CLEARLY A CASE OF A BIG BUSINESS MANIPILATION.  I WAS ROBBED FOR $366.   Passing the buck to another company is a fabrication.  

• Initial Complaint

  Date:01/18/2024

  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.

  My washing machine after 1.5 years almost brand new broke down. I called ******* and they assigned these trash people. I had my appointment scheduled for Monday, January 15, ****. I waited patiently then after realizing there was no update about the technician coming. I called them. Oh I guess the technician decided to take leave without telling anyone. So I got rescheduled to Thursday, January 18, ****. I was told by this ghetto company that I would receive a call. Again, 10AM came and no call from the technician. I told them I wanted to stay on the line as I waited. They told me after 10 minutes the call would drop if he could not get ahold of the technician. 16 minutes pass by call drops and I receive a text stating timeframe 12PM-2PM mind you I have to go back to work and missed now almost 2 days. So I call back asking for a supervisor in which this ***** named **** tells me he cannot transfer me unless I give a reason. I don't need to give you any reason. They transfer me to ******* which no longer has anything to do with this. Then guess what! These scumbags IGNORED, BLOCKED, and DROPPED my calls! I called 13 times. I had to call the ****** office to escalate my situation and get a manager to call me back named ***** who apologized for her disgusting employees, but I think these needs to be addressed officially.

  Business Response

  Date: 01/26/2024

  Dear Customer,
  
  First of all, sorry about your bad experience. **************, normally assigned for Monday 1/15, reported a personal injury. This was not an undecided leave. Our next availability was Thursday 1/18. Although the assigned technician, Lizan, called a little after 10 AM, he still arrived and completed the job at the given timeframe. We are sorry for any inconveniences that was presumably caused and I hope you stay a loyal customer to ******** We will educate all our techs about giving timeframe for cx earliest possible or at least by 10 AM.
  
  Best Regards,

  Customer Answer

  Date: 01/26/2024

  I am rejecting this response because:   

  BBB you can close this case, but I will not be buying ******* ever again. Not only were the call center employees unprofessional. The technician accused me of taking pictures of him and stated a violation of privacy. First off you are in my home. There are cameras everywhere and you are on my property. If I want to record the process in case you purposefully damage my washer as revenge because this guy told me he was on his way and came until 1PM and could barely speak English either (and I speak Spanish and am also Latina, but not gonna comply), but at that point I was fed up with all the lies from *******, their call center and technician. The first ******* washer I had was industry largest lasted more than 10 years, but now customer ********************** and company itself is trash. As always thank you to BBB!