ComplaintsforC&T Appliance Repair

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged in advance for a refrigerator part that months later came in. When they came to my house they advised that I now needed a more significant repair and suggested I file for an extended warranty. They took the part with them and said they were refunding my money. Months have gone by with me inquiring about the refund. They still haven't refunded it and just make excuses if they respond at all. They don't answer the phone.

  Business response

  04/26/2024

  we reviewed our records and had indeed promised a refund to the customer which was not fully processed on our end upon the last communication in February. we will process the refund immediately and get the customer taken care of.

  Customer response

  04/30/2024

  Complaint: 21620255
  
  I am rejecting this response because:

  Their response to the claim was that they would process the refund immediately.  It has been 6 days and I haven't received it. Please process the refund and I will revise this to "satisfied."  I will not select the satisfied option in advance as I see that will automatically close out the claim.

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

  Customer response

  05/02/2024

  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 upon receipt of the refund.  Please process the refund ASAP. As of this morning I have not received it.
  
  Regards,
  
  *******************************

  Customer response

  05/24/2024

  Complaint: 21620255
  
  I am rejecting this response because:

  It has now been 1 month since the complaint was filed.  The business has acknowledged on several occasions that they indeed owe me a refund but they refuse to refund the money. They make excuses about it being a glitch with Square (merchant transaction processor.) Prior to that they said it was the supplier's fault they hadn't sent the refund. I want the refund. Please stop making excuses. 

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

  Business response

  05/28/2024

  refund has been processed. please allow 3 business days for the credit to show on your card

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Requested service for a non-operable dryer on 10/28/23. After 15 days and 3 visits, repair attempts were unsuccessful. Paid ****** for parts and labor up front. I am owed a minimum of $488.90 for parts that never even saw my house, or that did not work and the tech took back to his shop.The office person does not answer the phone, and does not respond to voicemails or emails.

  Business response

  04/10/2024

   

   

  customer was quoted for washer and dryer ********************** totalling ******. customer paid ****** to order parts and agreed to pay ****** in labor after completion of work. we completed installation of the boot gasket but once it became apparent that the dryer would be more costly to repair, customer and i agreed to stop work on the dryer and his money would be returned for the dryer parts and for the drawer for the washer. those parts are main pcb ******, drawer ***** and terminal block kit  ***** for a total of  ****** plus ***** tax for a total of ******. customer did not pay for any of the labor that was quoted. customer was issued from whirlpool warranty on 12/17/23 but not applied properly. we will issue credit to the customer immediately with our apologies.

   

   

   

   

   

   

   

   

   

   

  Customer response

  04/12/2024

  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., Assuming of course that I actually receive a refund. The refund was previously promised at termination of work, got nothing. Promised again by ***** via text, got nothing. I would prefer that this be left open until I notify you that I have actually received the refund.
  
  Regards,
  
  ***********************

  Customer response

  05/13/2024

  Complaint: 21555909
  
  I am rejecting this response because:
  
  I initially accepted this response. As it has been over 30 days, and I have recieved nothing from them, I reject it. They have promised refund is on the way at least twice previously, with no result.hence my BBB complaint.

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

  Business response

  05/28/2024

  refund has been processed. please allow three business days to show back on your card.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 22nd, 2023, I paid *********************** $204.37 for parts to repair my washer. After weeks of telling me they were on back order, he came back out on January 17th to install the parts. He installed one part, then told me there was a different problem, and that he had the part to fix it, but needed to come back. He stopped responding to texts and emails, and did not come back out. When I asked for a refund, minus the part he installed, he did respond to that, and agreed to do that. This was on January 19th, ****. He said he processed the refund through Square, but I have not received a refund. It has been 5 business days, which was the limit of time he said was needed. He does not respond to texts now, and I have been blocked on their email.

  Business response

  01/27/2024

  Customer **** contacted us for a washer making a banging noise and off balance issue. diagnosed bent suspension rods and a worn cam, belt and actuator. customer paid for parts which had to be ordered and agreed to pay labor once parts were installed. customer called later the day of diagnosis and stated her washer was now not draining, which was a new problem. once parts were in and we scheduled the repair, the technician ran diagnostics on the washer and recovered a new code which indicated the drain pump was not functioning. the technician pointed the new code to the customer and offered to fix it for free to make up for the delay in getting the parts. customer agreed to this and the technician completed installation of belt, cam and actuator. the suspension rods would be installed at the same time as the drain pump. the next day, the customer asked to have her money refunded minus the parts that were installed. she also stated she wanted her refund through Zelle. we explained that it will go on her card within three to five business days. she texted a few days later to say that square does not take this long and again said to send the refund through zelle. we responded that we had already processed the refund on our end and would not process a credit card return through zelle. customer was quoted and paid for suspension rod kit *****, clutch kit *****, belt ***** and shift actuator *****. suspension rods were not installed so customer was given a refund of ***** plus **** tax for a total of *****. we have sent a copy of the signed quote and the refund receipt.

  Customer response

  01/29/2024

  Complaint: 21204224
  
  I am rejecting this response because:

  I don't really reject the response, I reject the fact that this business acts like they were communicating with me, which they were not.  This refund was processed on 1/27/24, when I asked for it on 1/19/24, and was told that it had already been processed when I asked for the refund through Zelle.

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

  Business response

  01/31/2024

  customer states I don't really reject the response, I reject the fact that this business acts like they were communicating with me, which they were not.  This refund was processed on 1/27/24, when I asked for it on 1/19/24, and was told that it had already been processed when I asked for the refund through Zelle. 

  we processed the refund through square, which is how the payment was made through. it takes at least 3-5 days to process and it took six. we will not process a refund from a credit card through zelle because that is a cash transaction and not a card transaction. the customer has received their refund and will not be given any additional refund through zelle.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date originally appointed 3/8/23 charged ****** for ice maker. Installed ice maker 3/27/23 after being told it would be a couple of days to get. Waited ***** hours like instructed and no ice. reached out to ***** and he order another ice maker. Should have taken a couple of days to get. 4/18/23 followed up 2 times with no response. April 20'th installed second ice maker. Waited ***** hours and still no ice. Contacted ***** and he said it a different part that is bad. 4/26/23 ***** installs another part to the fridge. I get in touch with him 4/27/23 letting him know we still have no ice and now my fridge is leaking bad thru the bottom door. I have to then turn the water off from the wall to the fridge. 5/3/23 i remind him that I have not heard back from him. He says I forgot to hit send on his text. Something about a restriction valve. 5/9/23 i asked for another update and again on 5/11/23. 5/12/23 sent him video of the bad leak again. 5/13/23 said he will be out and never showed. 5/16/23 He said im sorry my wife has a cardio event and he will break away and replace the other part and get me taken care of. He never showed or called. 5/24/23 i followed up with him again. 5/25 he showed up and replaced another part. We still have a major leak and no water or ice at this point. He pulls another piece off the fridge and says I will have to get with the maunfacture and have them identify it. 6/26/23 i follow up on the mystery part. 6/27/23 ***** says I will have to get to with the distributor. 7/3/23 ***** any word? 7/7/23 did you get with the distributor? 7/10/23 ************ need answers. 7/10/23 ***** says im on the phone with them now. 7/12/23 ***** what did they say? 7/12/23 Are you waiting to hear back? 7/10/23 says he will be out Friday. 7/14/23 shows up to replace another part and still leaks. Still have no ice, water, and leaking. 8/7/23 Monday followed up. ***** responds part will be in Wednesday. 8/10/23 i ask if part made it on. ***** says yes it did I will be out tomorrow afternoon. He never showed or called. I have a lot more to add but out of room.

  Business response

  08/30/2023

  The customer was promised a refund and received his refund. we have attached a copy of the reciept

  Customer response

  08/31/2023

  Complaint: 20542786
  
  I am rejecting this response because I did not receive the full refund. I am still owed $75.00 from 3/27. The refrigerator never worked properly after 6 attempts and 4 no shows. I have since had to purchase a ice machine and do not have the funds to purchase a new refrigerator. My time is valuable and I had to be home on several occasions for the tech to no call or no show. It started with an icemaker and no I have no water, no ice, and the fridge leaks when the water is turned on. 
  
  Regards,
  
  ***************************

  Business response

  08/31/2023

  yes, this has also been refunded as well. receipt sent to customer and attached to complaint

  Customer response

  08/31/2023

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 10th we paid $360.26 to ***********************, who is the serviceman and owner of the company to repair our refrigerator. he said that 2 items needed to be replaced. After replacing them, not only was the problem not solved, (everything had started freezing in the refrigerator) but now the ice maker was not working either. He came back and said another item had to be replaced. For this one I cannot find the dat and exact price, because since then we have a new credit card. but it was $50. After he replaced that item, the temperature in the refrigerator kept going up and up to almost room temperature. ***** came back, didn't have a good answer and said we would get our money back. He strung ** along for all this time, and is now not responding to my messages any more.Needless to say, we did not get our money back. We since had to buy a new refrigerator.

  Business response

  05/17/2023

  We had initiated a refund immediately but there was a problem on the part of Square, our card processor. The problem has been since resolved and the customer should receive a receipt of the refund and then get the money on their card within 3-5 business days. We will reach out to the customer as well.

  Customer response

  05/25/2023

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

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 5, 2022 we had ***** from C&T Appliance Repair come out to look at our broken dishwasher. He told us that we needed 2 boards for the dishwasher. I paid $95 for the visit and then $271.45 for parts. I should have been suspicious when they texted me the receipt and it was from ***************************. I have been in contact with them since, waiting to see when the part will be here. We recently lost power and our dishwasher came back on. We ran it last night and it works fine. They are a scam. It is very disheartening to know they posted they are a ******************** Christians do not lie and cheat people. I have reported this dispute to Discover since it was charged on that card.

  Business response

  06/29/2022

  we went to customer's home on 5 April to diagnose a dishwasher with a control panel that was not responsive and had a dark user interface screen. the first thing we did was have the husband turn the power off at the breaker for several minutes and then turn the power back on to attempt to reset the board. when that did not work, we had the customer turn the power off so the technician could take the unit apart to look at the main power board. once the board was able to be observed, the customer was instructed to turn the power back on and the technician observed a flashing code on the board which indicated the main board and user interface were not able to communicate with each other. technician checked to see if all wires were connected and found there were no loose connections and there was power going from the main board to the user interface. GE has issued a tech bulletin about this problem and recommends replacing the main board and the user interface. the technician saw the user interface was on factory back order and after consulting with the distributor found that it would be at least two weeks at that time for the manufacturer to ship it. the technician relayed this to the customers and at that time recommended against doing the repair due to the age of the machine, the back order status of the part and his own experience with these dishwashers. the technician recommended the customer purchase a new dishwasher. customer agreed and then paid a diagnostic fee of $95.00.

  customer called later that day and said they had changed their minds and wanted to do the repair anyhow. the technician said we would apply the original payment towards the purchase of the parts and that labor would be paid once the parts were installed. technician took at card for the balance of the parts and placed the order for the parts. 

  unfortunately, the part was back ordered for longer than expected. we communicated with the customer several times. we were told by our GE representative that they were trying to fix the problems this board was having. the part was backordered until July. when we found that it was backordered until then, we offered to refund the customer then. this conversation is in the attachments. 

  customer elected to continue with the back order. we received word that the part might be available on May 30 and we relayed that to the customer. unfortunately, that was not the case. 

  customer began emailing us two days ago, claiming she had been calling us and texting to no avail and that we were scamming her and were a big joke saying we were a christian ******** she claimed we were out of business. she claimed that her dishwasher which had not been working for months suddenly came back on and worked perfectly and that we must have somehow scammed her out of her money.

  in response, we immediately refunded her money, minus the original service fee of $95.00 which is nonrefundable through SQUARE and responded through Square that we were canceling her order and provided a receipt. the customer claimed that the technician scammed her and did not do a good job of diagnosing the problem and wanted us to give our service fee back to her. we explained that we would not give that back and that we stood by the diagnosis. customer claimed that although her dishwasher has not worked since April, somehow we scammed her. 

  the problem with her dishwasher is a communication error between the boards. both boards are getting power but are not able to give commands back and forth. this can be due to a short, a programming error, a power surge, or any of a number of reasons. the technician attempted every way to reset the dishwasher at the initial diagnosis and was not able to do this. before the technician ever arrived, the customer claimed to have flipped the breaker several times to reset the unit. this is consistent with the communication problem. the unit was completely inoperable for several months before the customer claimed the unit came back on. yet the customer never called to say the unit was working. the only indication we received was accusations of scamming the customer. 

  the customer was given a proper, fact based diagnosis. the customer paid for the service call and signed a statement agreeing to the fee. we stand by our diagnosis and refunded her for the parts she paid for. we will not be issuing any further refunds.

  Customer response

  06/29/2022

  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.

  I wish communication with the company had been better.  I would have liked a paper receipt and this information on that receipt.  I don't recall all of this being explained to us.

  Thank you for your help.

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

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have added the detailed exchanges I have had with Colin *********************** tech with C&T Appliance Repair) and *********************** with C&T Applicance Repair.You will see acknowledgement of service repair that didnt occur and confirmation that I would be refunded as a result. I have been without an operable stove since March and it is now June. Not to mention I want to be refunded what I am owed in the amount of $384.22.See files I have uploaded for confirmation.

  Business response

  06/21/2022

  I have attached a photo of the refund that was sent to **************** back on June 14th.l There will be no additional services or refunds given. 

  Thank you!

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hired to repair cooktop. Said it needed a part, which we prepaid for with a check for $874.73. It was cashed and a copy is included below. The part came in and ***** determined it was not going to work and the cooktop needed to be replaced. It has now been 6 months and the money has never been returned. A screenshot of the last text I received in included below. I have all the text conversations saved if you need more.

  Business response

  06/14/2022

  we are still awaiting a refund from our distributor and once we receive that, we will refund the customer, minus the diagnostic fee which is ***** and the labor for the installation of the new cooktop on Feb 9 which was ******. customer should expect a refund before the end of the month.

  Customer response

  06/15/2022

  Complaint: ********
  
  
  I am rejecting this response because it has been over 6 months that they have been waiting on a refund for a part that they mistakenly ordered. I am attaching an text message image that shows the refund was approved March 1st and that they would be sending me the check that will They obviously have no intention of refunding my money and this is another stall tactic. I was originally told the refund would be ready in March
  
  
  Regards,
  
  
  ***************************

  Business response

  06/24/2022

  the part was not mistakenly ordered. the part was installed and we found more damage in the unit which we showed to the customer and recommended to the customer to not go through with further *********************** because it would not be cost efficient. the customer elected to replace the cooktop with a new unit which WE installed. we have not received our refund yet for the part that we have warrantied. once the refund has been issued, then we will refund the customer. customer will be refunded minus the ***** diagnostic labor charge and the $150.00 installation charge for the new cook top.

  Customer response

  06/24/2022

  Complaint: 17329672
  
  I am rejecting this response because: as the attached screenshot shows, C&T received the refund on March 1, 2022. They said they would issue the refund that week. They are now claiming that they have not received the refund after 5 months. It is clear that they are incapable of telling the truth, or even keeping their lies straight. They have no intention of ever refunding the money they admit that they owe me and will continue to play this game of delaying until we give up. We are not giving up. Unscrupulous businesses should not be allowed to continue hurting their customers. If you look at their ****** reviews, this is not an isolated incident. Please take action.

  Thank you
  
  Regards,
  
  ***************************

*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. ↩