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:07/05/2023

  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 got a letter from Whirlpool regarding a potential issue with my dishwasher that could cause leaks. They said they'd fix it for free, so I contacted *********, and they set up the appointment with Appliance Express for 6/26/23. When the technician showed up, I asked him what the issue was, and he explained that on a few machines, the heating element had melted, so they were replacing the heating elements on certain machines. So he replaced mine, and all went well, or so I thought. The next time I ran the dishwasher, I found that it was no longer heating the water. The heating element would come on for the dry cycle, but not during the wash, so my dishes were still dirty, with baked on food from the dry cycle. I do know for a fact that my dishwasher used to heat the water, and according to the owner's manual, it is supposed to. It also has "Hi Temp" and "Sani Rinse" features, and I'm not sure what those would even do if the dishwasher did not have the ability to heat the water. However, when I contacted Appliance Express on 7/3/23, I was told that the element was only for the dry cycle. This person actually told me that she had been working there for seven years, and had never heard of a dishwasher that heats its own water. This is so amazingly ignorant that I couldn't even process it. I don't even know where to proceed from here. I tried contacting Whirlpool, and they sent me back to Appliance Express. The dishwasher expert told me that they could send someone out to take a look at it, but that I would have to pay for it. I have to pay to fix the free "fix" that they broke. That does not sound reasonable.

  Business Response

  Date: 07/12/2023

  We appreciate the opportunity to address the concerns of the consumer.  Our management team has attempted to contact the consumer by phone to address any issues with our customer service representative and to discuss the functionality of the machine however, we were not successful in reaching them by phone.  In addition, a senior technician did arrive back on site today today to re-diagnose any potential issues with the machine.  It does appear the heating of the unit is working as designed at this time and no further services can be done to improve it's functions.  

• Initial Complaint

  Date:01/10/2023

  Type:Billing 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.

  If you need an appliance repaired, I would not recommend Appliance Express out of Georgetown. You won't get a quote but you WILL receive a ginormous bill. We had a small repair on our stovetop at a rental property. The tenant reported it took them less than 60 minutes to fix. Our bill was close to $500. I called the company and they basically told me I was lying when I said we did NOT receive a quote. The young lady actually told me they have a taped recording of me approving a quote. The only time we spoke to them was to ask if they traveled to our area for repairs. The itemized bill actually contains the report from the technician who wrote please charge the customer $188.91 (see document attached). Then the itemized bill underneath (see document) billed us a an amount greatly exaggerated from what the tech asked us to be charged ( Applicance Express charged us $444.84). I disputed the charge with my credit card company and actually paid part of the bill (I paid $250, which was actually an amount OVER what the technician suggested for good faith value). Appliance Express denied my claim. So now I am stuck with a ~$444.84 bill when it should have been ~$188.91, which was the amount the technician who did the repair said we should be charged. *** I would not recommend Appliance Express to anyone. This was not good business and I did try to reason with them. Very frustrating.

  Business Response

  Date: 01/12/2023

  Thank you for contacting Appliance Express regarding your concerns.   Records indicate a male/landlord contacted our office to inquire about our service fee when the appointment was made.  Our service call fee remains the same regardless of the zip code or area.  The technician arrived on site and provided a diagnosis at the cost of our service call fee which was provided at the time the appointment was made. The technician spoke to a male/landlord while on site in order to provide the quote for the remainder of the repair and to obtain approval.  He was provided the approval by phone, the part was ordered, and a second technician arrived at a later date to install the part.  The "please charge the customer $188.91" notation on the account was for the remainder of the repair (to be charged in addition to the service fee for our diagnosis).

  Services were completed on 11/04/22. Our office received a voicemail on 11/15/22 from the consumer to contact them immediately by EOD on 11/18/22  in order to resolve issues they had with their charges.  An attempt to contact the customer was made on 11/15/22 and we were not successful in making contact.  A second attempt was made on 11/17/22 and contact was made.  Services were reviewed with the consumer including date and time the technician made his call and who he spoke with while he was on site to obtain the approval.  The conversation quickly ended while the consumer was out of town and at work.  No actions upon Appliance Express warrant a refund at this time. All services do appear to have been rendered according to our normal repair processes. 

  Customer Answer

  Date: 01/12/2023

  Complaint: 18710181
  
  I am rejecting this response because:

  The facts are documents by the technician. 
  This business was unreasonable about the charges. 
  In addition, the business told me they taped our call.  As an attorney, taping a customer on the phone is also worthy of a law suit. Im sure the BBB knows this fact.  
  All we are asking for is the business to accept our payment of 250 dollars vs the 444 dollars we were charged WITHOUT consent.

  This is why the BBB exists and is a perfect scenario for this business to do BETTER.      

  Regards,
  
  ****** and ***********************

  cell ************ 

  Business Response

  Date: 01/23/2023

  In regard to an audio recording of the call made by the tech to obtain approval, there is no audio recording.  We do apologize for any miscommunication however, what was stated is we have record of approval being obtained by the notations in the history the call ticket.  All calls to obtain approval from a party who is not on the property at the time service is rendered, are made by the technician while they are on site.  There is no way to have these calls recorded.
  It does appear the party who scheduled this initial service appointment was made by a gentleman, not the individual who has filed the complaint.  In addition, records show the approval was given by the gentlemen who initiated the service request.  Lastly, records show we sent communication to the gentleman who approved the quote, a notification of the return trip to complete the repair on the day prior to the last appointment.  He confirmed the return visit appointment which confirmed with our office we had permission to return and complete the repair. 
  With services being confirmed to do the repair and the technicians notations of approval being obtained while he was on site by the party who initiated the service request, no further action will be taken by Appliance Express.

  Customer Answer

  Date: 01/23/2023

  Complaint: 18710181
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

• Initial Complaint

  Date:10/13/2022

  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.

  They came to fix my dishwasher today (10/12/22) at 8 am. It's a whirlpool dishwasher covered under warranty. The repairman fixed the dishwasher (but didn't secure it, it falls forward when all the drawers are out). Some how he managed to crack my sink. I've spoken to several contractors that believe he hit the bank of the sink with a tool while trying to connect it. I don't know what happened. All I know is there was no crack before and now there's a massive one. The company refuses to pay to have my sink replaced. They say I have no proof it was their fault. This was a brand new remodeled kitchen completed in May. My sink was beautiful yesterday. I'm not sure how they think I did it. All I do is wash dishes in it, I don't go around slamming tools into my kitchen sink. I've contacted the company that put in the sink and counter top. They agree that it is obviously the repairmans fault. I've included their quote to fix the damage. Please help me, they're trying to s**** me.

  Business Response

  Date: 10/13/2022

  Our office has conducted a thorough investigation of the photos and information received from the customer.   The photo shows the crack to be on the back left side of the sink whilst our technician serviced the dishwasher which was located to the right side of the sink.  There is no supporting evidence that would suggest any involvement to the rear left back of the sink was necessary to complete the repair.  The repair the technician completed was for a loose connection in the junction box which is directly located at the very bottom of the dishwasher.  *************** was turned off at the breaker which is located outside of the kitchen.  Normal wear and tear on the sink is evident in photos that have been submitted.   This could potentially have left some stress already to the interior of the sink which could then lead to a crack by normal washing or handling of dishes.  The consumers initial email suggested she was unsure how the crack happened.  Our investigation has concluded it was not due to the technician or repair made to the dishwasher as we had no contact with the sink area at all during the repair.

  Customer Answer

  Date: 10/13/2022

  Complaint: 18205872
  
  I am rejecting this response because:

   

  There is no normal wear and tear, this is a $500 sink that is less than 6 months old. It's dirty because there were breakfast dishes in the sink (I was waiting on the dishwasher repairman). The crack is clearly from a central strike point and then it branches out. Part of the sink was protruding out into the sink which would indicate to me that it was broken from under the sink. My initial emails say that I don't know where the crack came from because I was in a state of shock. I could not fathom why there would be a massive crack in my sink from a dishwasher repair. My main point still stands- there was no HUGE FREAKING CRACK when I was doing the dinner dishes the night before, then your man came at 8 am and worked in the area and now there is. The only thing in the sink afterward were cereal ************* cups and one regular a** steak knife. I don't know about you, but I'm not out here THROWING KNIVES AROUND MY KITCHEN. Like what? Normal wear and tear did that?? To a brand new sink??? You are lying so you don't have to pay. Your man was testing the connections for leaks and broke something. Stop calling me a liar.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/27/2022

  The customer's response and complaint have been received.  Our response remains the same.  Thank you.

  Customer Answer

  Date: 10/30/2022

  Complaint: 18205872
  
  I am rejecting this response because:

  You are lying.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 9/10/2022 a technician from appliance express to give us a quote to change the light bulb in our built-in microwave oven. He quoted a price of $351.00 to replace it. He said he had to remove the entire oven unit to do it. I questioned his quote and he told me that is the going rate!. I told him to leave my house and that quote was outrageous.Today. 9/20/2022 I received and invoice for $151.54 for a service call because he said he diagnosed the problem. He did not diagnose the problem.I called appliance express and refused to pay the invoice and they said they would turn it over to a collection agency. I am an 80 year old veteran and I feel they were taking advantage of me because of my age and where I live. This is becoming too common place in ******. The elderly being preyed upon by businesses.

  Business Response

  Date: 09/27/2022

  Our service call fee is advised to all of our customers when scheduling an appointment. This fee includes the technician's arrival to the home, determine if any parts and what kind of labor is needed, and to provide a quote to the customer.  The invoice sent to this consumer was for the visit which contained everything our service call fee includes.  All of our customers are provided with the same service call fee regardless of age.  After speaking with the customer on the phone, as a courtesy, we have waived this service call fee.  Their balance is now zero.  It is our hope to have this issue resolved.

  Customer Answer

  Date: 09/27/2022

  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.
  
  Regards,
  
  *******************