Complaints

This profile includes complaints for Uptown Appliance Repair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Uptown Appliance Repair, LLC has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Uptown Appliance Repair, LLC

  9225 Katy Fwy Ste 311 Houston, TX 77024-1510

  
• 

  Uptown Appliance Repair

  6621 Snider Plz STE 275 Dallas, TX 75205-1351

  
• 

  Uptown Appliance Repair

  6621 Snider Plz STE 275 Dallas, TX 75205-1351

  
• 

  Uptown Appliance Repair

  6621 Snider Plz STE 275 Dallas, TX 75205-1351

  
• 

  Uptown Appliance Repair

  6621 Snider Plz STE 275 Dallas, TX 75205-1351

  

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:02/03/2025

  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.

  In May of 2024 Uptown Appliance Repair, LLC gave me a quote to repair my dishwasher which had a broken drain pump. My appliance was never repaired, and the attempts to repair it caused subsequent damage that left my dishwasher unworkable. These attempts also caused damage to my countertop. I have included a letter stating the timeline and multiple attempts for resolution and compensation for the past 9 months. Thank you for your help in getting this resolved, and me receiving compensation.

  Business Response

  Date: 02/04/2025

  We attempted everything we could to repair this 20 year old unit, we ultimately failed due to the construction of the kitchen and age of the unit (some parts were obsolete and needed replacements). Our technicians stated their concerns to our client, and she acknowledged and consented the potential damages that could arise from this. There was no room to remove the unit, we tried what we could with our clients consent. Unfortunately, the age of the unit had a major factor in its failure after the installation of the new parts as well. Those issues don’t typically arise until a new part is put in and the other problems are brought to the surface. Our policy is to make every customer 100% satisfied, we fully refunded the client and performed work at no cost. Since we refunded everything paid and removed the unit with consent, we do not find ourselves responsible for the replacement cost of the new unit.
  
  

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action did not resolve my complaint.

  I am unsure what client their response is referring to, but my dishwasher was installed in late 2016 and therefore only 8 years old, not 20 years old as they stated. The pump part was not obsolete, and arrived within a week of my approving the quote and making a deposit. It should also be noted that Uptown Appliance ordered and installed an incorrect pump initially. Per their initial quote, nothing in the unit needed repair with the exception of the drain pump. After they replaced an inccorrect pump (they ordered and replaced a circulating pump, not the drain pump which was faulty), the dishwasher still closed, and ran with the exception of draining. The businesses then made 2 attempts to remove my dishwasher from the cabinet, once initially without success due to the brick flooring, then again once I had a mason remove the bricks as requested. The (second) pump was replaced, but then I was told the unit needed a new switch on the top. Then I was told the unit needed new wiring... again, at the time of the initial service call there was no switch or wiring issues whatsoever. I would also note that they (again) ordered an incorrect part (wiring), which took an addition 2 weeks to arrive. At no time during any process did a technician 'state a concern' nor did anyone tell me that by attempting to remove the dishwasher could cause potentional damage to the unit.
   Uptown Appliance made 8 trips to my home in total.

  I was without a working dishwasher for 13 weeks; 5 of which my dishwasher sat in the middle of my kitchen. After their 8/15/24 visit hey told me that they were unable to return my dishwasher to working order (clearly due to damage they created), and I was told that they would need to speak to someone to let me know how this would be resolved. Which it never was.

  In the response given here from Uptown Appliance, they state that they refunded everything I paid. The BBB shows on their website that Uptown Appliance Repair offers a 100% money back guarantee policy, but please note that this was only done yesterday (2/4/25), and not before I filed a complaint with the Better Business Bureau. I am happy to provide documentation supporting this if necessary. They also stated that they removed the unit with consent... I consented to having the unit removed for them to repair, but in no way did I consent to the force and negligence they used which caused irreparable damage.

  Not only is Uptown Appliace blatently misrepresenting the facts on what occurred (emails attached support this), but there was no attempt to make me 100% satisfied. In fact, I (the customer) was the one continuously trying to get any kind of response from Uptown Appliance (again see emails attached to support this). The zip file attached contains emails I sent to Uptown Appliance, and I am happy to submit photos of the damaged unit. It is highly concerning that Uptown Appliance is rated A+ on the BBB, and other customers should know.

  Regards,
  Tricia ********
   
  
  
  
  
   

  
  

  Business Response

  Date: 02/20/2025

  We have refunded any and all charges associated with the dishwasher repair. We removed the unit with the consent of the client and acknowledgment of the lack of space that was there, she said it was fine and to proceed on. We are not responsible, nor liable to fully cover the replacement of a 20 year old dishwasher to a brand new unit. 

• Initial Complaint

  Date:01/19/2025

  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.

  RE: I contracted with Uptown Appliance to repair a kitchen vent hood. All repair efforts failed. I requested a refund, but Uptown Appliance has stopped communicating with me.

  In February 2024, I contracted with Uptown Appliance to repair my kitchen vent hood because it was no longer working. The repair consisted of replacing the control board, and the total amount of the repair contract was $2,147.68 (see enclosure). I paid Uptown a deposit of $1,750. Uptown ordered a new control board, and a technician installed it in March. Since the services were completed, I paid the balance on my contract of $397.68 on March 20 (see enclosure). The control board failed within a week. Uptown Appliance ordered a replacement control board from the manufacturer, which arrived the first week of September. Technicians installed the second board on September 3, but it did not work at all. They told me that someone at Uptown would be in touch with me and left. Because I had not heard from anyone at Uptown by the end of September, I delivered a letter to Uptown requesting a full refund. Within a few days Uptown informed me that the manufacturer would be contacted. Technicians came to the house on November 19 and December 9, with additional parts for repairs. Both of these repair attempts failed. After the December 9 repair attempt failed, the technician called his boss and then told me that his boss would get in touch with me. Since December 9 I have heard nothing from Uptown.

  Business Response

  Date: 01/22/2025

  We have spoken to the client and explained that a full refund is not available, as we have put in more parts than have been paid for. We send quotes out prior to beginning a job that each client must review, sign, and place a deposit down for. We have not charged any more or less than the original quote, and have put in many more parts that initially paid for. We have tried to find an amicable solution, but the client is refusing to let us come back out, regardless of our 2 year parts and labor warranty on all our work, it would be no cost to them.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Uptown has breached its contract because it has not repaired our vent hood. We paid Uptown $2,148 to fix our vent hood. Since Uptown has not fixed the vent hood after working on it for ten months, Uptown must return the $2,148 we paid to have it fixed. Uptown's response to the Better Business Bureau is that since Uptown has replaced more parts than we paid for, it will not return our money. The contract was not for parts. It was for the service of fixing the vent hood. The final invoice is marked "For Services Completed," but the services were never completed because the vent hood was never repaired. The last Uptown service call was December 9 when the techs again installed a replacement control board that immediately shorted out. The techs said they had replaced every part of the vent hood that might have caused the failures, yet it still failed. The techs ended this visit with a phone call to their boss. The techs told me that their boss said he would be would be back in touch with us. Uptown had no contact with us from December 9 until the day after we filed the Better Business Bureau complaint. Uptown says it wants to come out again. In five service calls from March to December 2024, Uptown failed to fix the vent hood, and it has not identified any other possible fix. 

  Regards, James *********
  
  
   

  
  

  Business Response

  Date: 02/03/2025

  We regret to hear the resolution we proposed is not satisfactory. I have attached internal technician notes to show every part we put in versus what was billed. While we are not pleased that our repair efforts did not repair the unit in the end, we completed our services by installing the part quoted. While that installation failed after a week, we guarantee our repairs with a 2 year parts and labor guarantee on any parts we install and bill for. We installed many more parts than were quoted for in an effort to get the unit up and running at no charge to the client. Since our last visit, the client has refused us to come take another look at the unit and does not want to utilize the warranty we have provided of free diagnostic visits. We are still willing to attempt to repair the unit or advise an electrician to take a look before we do any further work.
  
  I have more internal notes with more parts than I am able to upload here. 

   

  Thank you.

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  See the attached file "Response to Uptown Feb 5 message as well as the two Uptown-supplied Tech Notes.

  RE ID #******** This letter is in response to Uptown Appliance’s February 5, 2025 message. 1. Uptown admits its “repair efforts did not repair the unit in the end.” It says that it completed its services “by installing the part quoted.” This is incorrect. As the contact shows, the “service” contract was for “REPLACE MAIN CONTROL BOARD ASSEMBLY.” The main control board assembly was never replaced with a working unit. The service contract was for a working board, which was never installed. Thus the contract was never completed. 2. Uptown argues also the we did not allow it to “come take another look at the unit.” This is also incorrect. The last visit to replace the board was December 9. It was also unsuccessful, and the technician told us that Uptown would contact us. However, there was no further communication from Uptown until we filed this complaint with the BBB. 3. Uptown also argues it is “willing to. . . advise an electrician to take a look . . . .” But its 11/13 tech notes say: “Switch and board is receiving voltage.” 4. Uptown argues that it “is still willing to come and attempt to repair the unit.” But its 12/9 tech notes state, in full: Installed new blower motor and replaced board(.) Unit shorted out again at neutral connection as soon as power was applied(.) Parts Did not resolve the issue; every part is new, all wires are OK. DO NOT KNOW WHERE TO PROCEED WITH REPAIR(.) (emphasis added) Uptown admits it has made every effort to repair the unit, and all have failed. Again, it identifies NO ADDITIONAL REPAIR EFFORTS THAT HAVE NOT ALREADY BEEN ATTEMPTED. Every effort has failed. 5. Uptown does not even offer a partial refund in light of its contractual failure to replace the main control board assembly with a working control board. Instead, it offers easily refuted arguments that it completed the service contract. 

  Regards, James
  
   

  
  

  Business Response

  Date: 02/20/2025

  We appreciate the opportunity to address your concerns. As stated in our final invoice, we provided a quote to replace the main control board, which we successfully installed. The work was completed as agreed, and the unit was operational upon completion of service.
  In addition to the main control board, we also installed a blower motor, switch, remote, transformer, and other components—all at no additional cost beyond what was originally quoted and billed. Despite going above and beyond the initial scope of work, we have continued to offer support by offering a follow-up visit at no charge to assess if there is another issue with the unit. However, you have declined this offer.
  As we fulfilled our contractual agreement and installed more than what was quoted, a refund is not warranted. We remain committed to providing quality service, but we cannot issue a refund for work that was completed properly and in good faith.
  Please let us know if you would like to proceed with further evaluation.

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair 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.

  Uptown Appliance Repair told us they had experience with and were able to repair outdoor ice makers. We hired them to repair our outdoor ice maker.They first came to our house on January 8, 2024, and said they needed to order a part. They return on January 16, inserted the part, and told us the machine was repaired. We paid them $1600.We discovered the next morning that the machine was not making ice, and so my husband phoned to tell them. They returned to our house January 22 to install a new water pump. That did not fix the problem either, and the owner called me on the phone to say they would "comp" the cost of the pump. The company technician again returned to our house on February 4.We began phoning the next day when the ice maker still didn't function properly = no ice. Since that date, none of our text messages or phone calls have been answered. Uptown Appliance Repair still has our $1600.

  Business Response

  Date: 02/12/2024

  Mrs. ******* thank you for the opportunity to earn your business. We apologize for any inconvenience this may have caused. All of our repairs are backed by our 2 year warranty, and the repair would be covered under your warranty. Some repairs have more than one solution before the issue is completely remedied and that seems to be the case here. After calling us for a warranty appointment, we returned to your home on 2/6/24 and replaced an additional part, at no additional cost. We understand the unit is having on-going issues, so we will be returning again 2/13/24 to see what is going on with the unit and to make this right for you. We apologize for not returning the text messages, could you please confirm what number you were texting? Since the parts were installed, the invoice was due upon completion. From here, everything is covered under your warranty with us. If you have any questions, please give us a call for more clarification. Thanks!

  Customer Answer

  Date: 02/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:11/01/2022

  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.

  On Sept 9th, 2022 Uptown appliance repair LLC charged me $1450 for the parts and repair service, however, they never provide the service and the parts. They always promised the part would arrive within 1-2 weeks when I called and they didn't provide any service. They ignored my emails and calls for a refund and I need help. Please see attached email and invoice for your reference. Thank you so much!

  Business Response

  Date: 11/01/2022

  Mrs. ****,

   

  We apologize about how long this took but we have issued a full refund to your credit card. Unfortunately, supply chain issues have delayed parts and your parts are expected this week. Nevertheless, We will return the parts and have refunded your deposit. 

• Initial Complaint

  Date:10/10/2022

  Type:Product 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.

  Approximately 6 months ago I called Uptown to repair my refrigerator as it was freezing the foods in the refrigerator portion of the unit. They came out and said I needed a new damper for $500. I paid and they installed it. This did not fix the problem and they installed another damper. This did not fix the problem and I let time go by. I called them again and they came out reset the computer , this did not fix the problem . They then replaced the temperature element, this did not fix the problem, and this time it made the refrigerator get hot and all my food spoiled. I called them again and they said I needed a newcomer-utter for $625. I paid for parts and they installed the new computer, this did not fix the problem and my refrigerator temp is running very hot at 60 deg F. I have tried calling them be very day for the last week, the owner will not return my calls. I would like a refund on the last parts I bought as this is a fair settlement since nothing they have done has fixed my u it.

  Business Response

  Date: 10/11/2022

  Mr. *****,

   

  We apologize about the issues with the refrigerator, we will have the owner contact you today but in the meantime we have issued the refund to your credit card.

   

  Thank you

  Customer Answer

  Date: 10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.