ComplaintsforAmerifix Appliance Repair LLC

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled an appointment through Appliance Pros https://www.appliance-pros.com/ on September 18, 2022 to have a technician come out to look at our fridge. The appointment was scheduled for September 20, 2022. I called to cancel on September 19, 2022 since our fridge decided to start working again. The technician still showed up at my door on September 20, 2022 at 8:45am. He was from Amerifix Appliance Repair. I told him I canceled the appointment the day before and to not charge me. He left and of course, charged me since Appliance Pros asked for a credit card to secure the appointment, and it is set up as a recurring monthly payment - which I did not approve. the payment comes from Cinch Home Services who I have come to realize is the management company for Appliance Pros who sets up appointments for Amerifix. This is multilayered and such a mess. I called the original number to Appliance Pros and was passed around like a beach ball. First call was over 2 hours. I called the number on the bottom of the confirmed payment email I recieved and it takes me to a different part of Cinch Home Services where I am not a customer. Passed around again for 2-3 hours. Last week I called the Appliance Pro number again and the person I spoke with guaranteed me a refund and said I should see it within 3-5 business days. That was on 9/26 and it's been 8 business days. I called the number 800 listed for Amerifix and can't get to a real person. I called the local number for Minnesota and can't get to a real person. I've left so many messages. I emailed two different email addresses I found for Amerifix and have not heard back.

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/10/07) */ This customer was refunded before they complained to the BBB and was sent a response literally within minutes of emailing us about the situation. We received no response from the customer after sending an apology email explaining what happened and evidence that they would be refunded. As such we considered the matter resolved. Our policy on cancellations is that the technician needs 24 hour notice in order for the customer to receive a refund no questions asked. If a customer cancels on the same day of the appointment, we leave it up to the technician to decide whether they will still charge the service fee or make an exception. In this situation the job was booked via 2 other parties, hence the difficulty in tracking down who to deal with. Appliance pros is a lead generation service that passed the call to Cinch Home Services. Cinch has service partner companies such as us who fulfill the jobs. The agents at Cinch's call center are instructed to not cancel appointments, but direct the customer's call to us. Unfortunately they did not forward the cancellation call or let our technician know that the customer canceled within the 24 window. As a result our technician processed the service call fee per our policy when an appointment is cancelled on the same day. We understand the call center not informing the technician that the job was canceled the day before is not the customer's fault. As such we processed a refund for the service call on the same day we received word of the situation (the customer was sent evidence of the refund 6 minutes after emailing us).

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We asked this company for help in fixing our refrigerator door. They sent a contractor out once or twice. They needed a part to fix our refrigerator door, and for several months they reported that there were different issues in getting this part and so they were waiting to fix it until the part came. Eventually they stopped returning phone calls from my wife and me. We paid them 175 dollars for a service back in August of 2021 that was never rendered and they won't return our calls. We want a refund.

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2021/12/16) */ Refund issued & customer informed/sent verification of refund 12/13 Consumer Response /* (2000, 8, 2021/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They refunded me after i submitted this complaint.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company must-diagnosed an issue with our refrigerator, and charged us for parts and labor for 3 seperate visits. We ended up needing to later replace the refrigerator and requested a refund from the company. The company responded to say that we would be receiving a refund check in the mail and that no further action was needed from us. We have tried contacting them several times through email and phone, I have dates logged through email. They have not since responded. The work for the refrigerator was done in the summer, we have requested the refund since September of this year.

  Business response

  02/09/2022

  Business Response /* (1000, 7, 2021/12/22) */ We will be issuing refund as requested

*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. ↩