Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 27, 2024 I contacted SoBellas Home Services for an estimate on my A/C unit which was not working. I set up an appointment for the following day. I had been without air conditioning for the last 3 days in ***** degree temp. unable to get someone come to my home within 1 or 2 days. It would take from 3-5 more days. The next day, June 28, 2024 their technician arrived and inspected the A/C unit and determined the automatic condensate pump was no longer working; he explained it needed to be replaced. SoBellas' fee for the home visit was $95; however, if I chose for them to fix the unit, the $95 fee would be waived. He gave me an estimate of over $475. When asked why so much, he explained that they would come and fix/replace the pump if need be without charge. Feeling that I couldn't wait any longer until another company could come, I reluctantly agreed. Otherwise I and my puppy would have to go spend the next few days with a relative until the unit could be fixed. I charged it to my credit card.Later a friend suggested I request from them an itemized statement after I received my bill via email. The statement only listed "1 condensate pump" and the total of $439. She believed I had been taken advantage of. I went online to check out prices on pumps and discovered the one that was installed was listed for $50.73. Other comparable pumps ranged from $50.73 - $88.90. I called SoBellas to request itemized statement but was told due to their new computer system, they were unable to produce any more itemized statements but that the $439 on mine reflected the pump cost and labor. I determined that the total charge was $534 minus the $95 fee waived left the balance at $439. The technician stated he had given me a discount. The amount of time spent on the unit was approximately 45 minutes.Having no experience in A/C's I had to rely on the expertise of the technician. I am a 68 yr old widow trying to keep up with my home. Please help me.

  

  Business response

  09/26/2024

  Thank you for your feedback.  Yes as you explained, we sent a certified technician to your house 24 hours after you called us.  I verified the charges, and they are correct.  Our prices do not reflect any google searches for parts, but include all costs needed based on our cost of business.   It is not reflective on what others charge or a friends opinion.  Our prices do not change based on seasons or how busy we are. We do not sell parts, but provide a service.  If you have any problems in the future, the labor has a warranty for 1 year and any parts replaced by us for five years.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We canceled an order with the business. We were never told verbally nor in writing that there would be a restocking fee. He stated that there is still a restocking fee if the order is canceled. I then asked the business owner if there was a disclaimer clause and/or policy that advises the customer on restocking fee. Business owner said "Yes, there is information at the bottom of each invoice in small print stating the 25% restocking fee, and also other information such as trip charges". I told him that the invoice he sent us does not indicate that disclaimer (see my upload). He should also have a copy of the invoice he sent us. He only mentions the $9 charge in the "service performed" section of the invoice, which was finally given to us after asking him several times for the itemized charges of the service (Service was 12/7/23 and Invoice sent to us on 1/15/24). We feel the charge was sprung on us, therefore deceiving.

  

  Business response

  02/16/2024

  The invoice you provided is not from the technician on 12/7.  This was a new form attached by our office staff after you canceled the order.  The invoice from 12/7 shows the restocking fee %. We do not refund trip charges or restocking fees.  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business installed an Air Conditioner in my garage. They removed the old one from outside of the garage. During the process in error they cut a wire to my outside night light. This error was discovered after installation. I had their technician return who confirmed there was no power to the light. He said someone would call me, I waited 3 days and called, I was told again someone would call me. I need assistance with getting this light back on. I'm a widow and disabled veteran. I need to see at night if I go out. I have done business with this company for many years and never had any issues, I'm not sure what's happening on this case.

  

  Business response

  08/02/2023

  Thank you for your notification.  From what I can tell, we were out on 7/27 and on 7/31.  You were notified and agreed to have someone resolve this issue next week.

  Customer response

  08/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business took a membership fee promising prompt services. We are in an excessive heat watch since the weekend and when I called o was advised I would be placed on an urgent list. Temps in my home reached 95 degrees I proceeded to call back and of course office was closed. I called today as I had to leave my home as could not tolerate the heat and I am taking medication with a cannot be in heat, person that answered they would be here at 330pm when nobody showed I called back. The office manager said that agents were feeling pressured and this is why they lied and gave me a time and did not tell me they would give me a 30 min notification window. Whe. I explained this was a straight lie and they could have explained that so i didnt leave the place I was at until o got notification and the agent lied to me she just acted as if it were no big deal.

  

  Business response

  07/12/2023

  SoBellas sincerely apologizes for the unacceptable service you received from our company. At SoBellas we expect our employees to deliver exceptional service to our customers and we want each customer to be completely satisfied with the results of the service call. However, we know that our employees are people and sometimes make mistakes. During the summer months, everyone who calls us, is in the same situation as you.  Their AC is not working and they are hot.  We get to everyone as soon as possible, in the order received.  As a member of the customer care club, you get priority service over any non member.  However we are still over run in June -  August with members.  You called on July 8th and the service was completed on July 10th by 4:30.  We only offer 4 hour windows, member or non member.  If you are experiencing any issues with your AC you have warranty on all repairs.  Thank you for you feedback and we are extremally sorry we could not provide faster service.

  Customer response

  07/13/2023

   I am rejecting this response because:
  Website clearly states work 24/7 weekends and evening appointments. Also ccc members are priority which are not. I spoke with ***** who confirmed that ccc members do not have priority. Also as we can clearly see from the text message there was no way to get anyone out here the full weekend, which weekend includes Sunday. I would really appreciate my memebership fee refunded because this was misleading. After speaking with tech I still pay labor and parts and while there will be a warranty on equipment for five years, I will not be provided the equipment unless I let them do the work. I do not feel I should be forced to continue with service with a company that cannot live up to expectations presented on their website. I cannot even rely on office management as ******************* a blatant lie by saying, the person gave you a time because they are feeling pressured by customers. Mind you I had been more than patient and kind up to the point when I called and asked if there was a better eta as I would have to travel and was provided the time 330pm. I am under medication that specifically warns that I cannot be in heat, had i been advised Id be given a 30min call prior to arrival as ***** stated, I would have stayed in the cool place I was in. I dont agree with the generic the business provided as it is the same generic apology found time and time again. I would greatly appreciate a refund of my membership as I was mislead this company was going to be reliable company.
  
  

  

  Business response

  07/19/2023

  The customer care club can be canceled at any time.  The membership has been canceled as of 7/19 and the amount of $216.00 has been refunded to your credit card reference NXMK34

  Customer response

  07/20/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am not one to write negative reviews. But as a mother with an infant, I would not want a family to depend on this company for a completed job in a timely manner. We are hitting 105+ temps and were guaranteed of a one day AC install. If we would have known the process would take this long we would have looked for a different company. Initial interactions on 6/23 with this company were polite and responsive. They came and did a home visit and estimate within the first day of the call. Estimate was received in a timely manner. Appointment for AC replacement was set within a timely manner. The technicians arrived to our home on time. On 6/28 However, they left without completing the job. They were unable to hook up our Honeywell universal thermostat. I was then offered to buy a thermostat from them and when I agreed they did not have a thermostat with them. They then decided to bypass the thermostat by twisting two wires together which shouldnt shock you. Our home was left with wires out of the wall. Technicians left without job completed even though the estimate was one day work. When assessing the equipment it was not hooked up properly. The next day 6/29 a technician came to install their thermostat. The technician agreed that equipment was not set up right however didnt have the supplies to set up equipment properly. We were then told that they wouldnt be able to return to finish the install for an additional 5 days. This company was paid in full for a job that was not completed. It has been very difficult to get ahold of them following these interactions. Our household has missed out on 3 days work (hopefully not more by the time the job is actually completed) for a one day AC install.

  

  Business response

  07/05/2023

  SoBellas sincerely apologizes for the unacceptable service you received from our company. At SoBellas we expect our employees to deliver exceptional service to our customers and we want each customer to be completely satisfied with the results of the service call. However, we know that our employees are people and sometimes make mistakes. We appreciate you bringing this to our attention and giving us the opportunity to resolve this issue to your satisfaction.
  
  

  Customer response

  07/06/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a membership with Sobellas. Last summer, they never came out to service my unit, said they were too busy even though they collect money from me on a monthly basis. For the winter I called them. They serviced my unit, did a very expensive repair that I was suspect of, and then left. They never came into my house. The unit was not working, I called, they said they had only gone on the roof and they had "knocked a wire loose" which was why it wasn't working. They came back, only went on the roof, and turned the unit on. I called to ask if they had done carbon monoxide testing. They said, "they always do." I insisted they come back and do a test, because they had not been inside my house, and my whole family was experiencing headaches. High levels of Carbon Monoxide were found. They wanted $1,800 to replace the heat exchanger. I called another company, heat exchanger was fine, it was a gas leak in the fireplace. Because Sobellas had not done the carbon monoxide test at time of service, the health of my entire family was at risk. These people are dangerous and don't know what they are doing.

  

  Business response

  12/05/2022

  Thank you for your feedback, we are sorry you are not satisfied with our services.  SoBellas sincerely apologizes for the unacceptable service you received from our company. At SoBellas we expect our employees to deliver exceptional service to our customers and we want each customer to be completely satisfied with the results of the service call.
  
  
  We attempted to perform maintenance on 8/4/22.  You were scheduled and the technician arrived.  No one was home at the time of service.  You opted not to reschedule this appointment.  All services were offered for 2022.  The maintenance service provided recently (Fall service) was never paid for, therefore there are no refunds due.
  10/25/22 CO was tested at 0 parts per million
  11/30/22 CO was tested at 1 part per million.
  1 ppm of CO is not a dangerous reading.  Anything under 4 is safe. 
  We do not work on fireplaces.  The technician got a reading of 1 ppm at your furnace and offered several solutions due to the age of the unit.  He also offered to send another technician to double check the CO readings.
  As there is no evidence of any negligence or willful misconduct on the part of SoBellas Appliance llc or its employees, we must respectfully deny your claim.  Should you need further assistance please contact our support staff at ************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SOBELLAS Home Service customer service and lack of any integrity regarding a service call for a failing fridge was utterly shocking. I placed a call for service on March 7th, 2022 and was asked by **** to give the make and model # of fridge. I was informed that there would be a $95 fee for trip/diagnosis that would apply to the part(s) and labor for repair. After **** and his partner "diagnosed" the fridge (bad electrical control board) later that afternoon, **** told me that the part was in stock and I was charged and paid 1/2 of labor and marked up part cost. **** would call me later that afternoon to give me an estimated date of when part would be in. He did call but to tell me that they couldn't service any Sears/LG models because they couldn't get the parts. He even said that I couldn't get the part either and only Sears service repair could do so. I asked him why he didn't know that before he came to troubleshoot the fridge and why he said the part was in stock before charging me. He understood and said he would talk to the "back office" about the $95 service fee (part/ labor charge would be refundable). I called the office manager the next day, ****** and she said over and over that the service charge was not refundable (even though they should have known they couldn't do anything to repair the fridge). Lo and Behold, I had already ordered the part through Sears online. When I told her that, she rudely said "good for you" and retracted her story and said the part was on backorder and they wouldn't know when they would get it. She lied multiple times, they charged me a service fee KNOWING that I couldn't roll it over to repairs and had no intention of ever repairing my fridge even though the part was available. Joann was rude, unprofessional and obviously unethical. This was the well-known "bait and switch" tactic....all for $95. I did receive the part that I personally ordered and the part didn't fix my refrigerator so the "diagnosis was also incorrect.

  

  Business response

  03/21/2022

  Thank you for your feedback. SoBellas is sorry you are not completely satisfied with your technician.  I am sorry I can not assist any more as there is no record of any payment to SoBellas.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Sobella's appliances to fix the electrical panel on my dishwasher. A technician came out on Oct. 29th and was my house for about 7 hours. He had to disassemble my dishwasher and it was in pieces on my kitchen floor. He fixed the electrical panel but when I opened my dishwasher I noticed the door dropped to the floor and almost took off my toe. (I have a wood paneled dishwasher with a heavy hardware handle on it.) He told me it did that because the wood was heavy and that's what made it fall hard. I told him it wasn't like that before he came. He tried to fix it but couldn't and told me to call my contractor. It took a white to get my contractor out to my house between Covid and the holidays but when I finally did my contractor told me what I already knew, the technician broke the dishwasher because it wasn't like that before he came out. I called Sobella on Jan. 19 to tell them and refuse to fix it. Sobella refuses to fix my dishwasher because they said it wasn't in their notes for why their tech went out there. They want me to pay the $95 service charge which I refuse to pay because I won't pay it until they fix the springs in my dishwasher. They told me these springs cost $350 just for the parts. I have tried to contact the owner but he is only available via email and won't email me back. I sent him an email Jan. 19th and have not heard back. The "manager" at Sobella's was extremely rude to me and very unhelpful. All I ask is they fix what they broke. Nothing more. I am hoping you can motivate them to follow an ethical business code and make that right. I paid them about $550 to fix my electrical panel only to be left with a bill to fix something they broke.

  

  Business response

  01/27/2022

  SoBellas sincerely apologizes for the unacceptable service you received from our company. At SoBellas we expect our employees to deliver exceptional service to our customers and we want each customer to be completely satisfied with the results of the service call. However, we know that our employees are people and sometimes make mistakes.
  An investigation into the circumstances of your claim has been conducted.  That review shows that appropriate operational procedures were followed by the SoBellas Appliance llc service technician.  Additionally, no operational abnormalities were identified at the time of service that would have caused damage.  After consideration of the facts and evidence associated with this claim, we have found no basis to support a claim of negligence or willful misconduct on the part of SoBellas Appliance llc.
  SoBellas repair warranty is 1 year labor and 5 years parts.  The warranty is exclusive to the replaced parts only.  Any other warranty of similar or related repair work or parts would be 30 days.  Our 30-day limited warranty provides no warranty against additional or more extensive repairs, against other problems that may occur on the same machine (even if involving identical symptoms), or against incidental damages.
  10/27/21, Technician replaced control board due to shorted main control and unit dead on arrival. 
  10/29/21, called for service due to door slams open...  Tech found spring came off frame, tech reinstalled spring. No charge
  1/18/21, called for service on door has no resistance when opened you refused service and payment, Springs are not broken, just worn due to normal wear and tear.  Wood door panels will accelerate the premature failure of these springs.
  Springs were never replaced or swapped out for any other springs. The springs your appliance had before 10/27 are the same springs there now.  New springs will be required to resolve this issue. 
  If you choose to replace your door springs, we are happy to provide this service however, charges will apply as this does not fall under our warranty.  

  Customer response

  01/31/2022

   I am rejecting this response because:
  They claimed they fixed the springs that I called them to fix on the second call but they didn’t. Their tech told me he didn’t know how to fix them and he tried to replace them with springs he had but they didn’t work. When he left they were not working but he told me there was nothing else he could do. He told me to call my contractor. At the end of the day, I paid $600 for them to fix an electrical panel and they fixed that but let me with a dishwasher that falls open so hard it’s a  hazard for anyone to open the dish washer. I only ask that they fix it. 
  
  

  

  Business response

  02/01/2022

  SoBellas sincerely apologizes for the unacceptable service you received from our company.
  
  Appropriate operational procedures were followed by the SoBellas Appliance llc service technician.  Additionally, no operational abnormalities were identified at the time of service that would have caused damage. 
  
  SoBellas repair warranty is 1 year labor and 5 years parts.  The warranty is exclusive to the replaced parts only.  Any other warranty of similar or related repair work or parts would be 30 days.  Our 30-day limited warranty provides no warranty against additional or more extensive repairs, against other problems that may occur on the same machine (even if involving identical symptoms), or against incidental damages.
  
  Springs were never replaced or swapped out for any other springs. The springs your appliance had before 10/27 are the same springs there now.  New springs will be required to resolve this issue. You were never charged for anything except a control board replacement.  There is no warranty on any other issues with your dishwasher. 
  
  If you choose to replace your door springs, we are happy to provide this service however, charges will apply as this does not fall under our warranty.  

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