Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Dishwasher was broken and I called my warranty company and filed a claim. As part of the claim I put in the following as description of the problem "Dishwasher is not completing the Cycle. Water not draining". **************** assigned "ACT Appliance Repair" and provided the same description to "ACT Appliance Repair". **************** mailed out the parts i.e. the Dishwasher pump. "ACT Appliance Repair" technician came in and did the repair and left. I turned on Dishwasher and was able to see that it is not working within 3 minutes. I called "ACT Appliance Repair" to come back in to fix the Dishwasher. ACT says the existing work order is closed and is asking me to call my warranty company to place new work order for them. warranty company says it needs few days to investigate this. How was ACT able to close the existing work order when the dishwasher is in this state. I could figure out the same problem still exists within 3 minutes of turning ON the dishwasher.

  Business response

  08/05/2024

  Dear ***************************************,
  Thank you for taking the time to communicate with us about this situation. First and foremost, we would like to apologize for any inconvenience we may have caused you.
  We checked via our system the history of the repair that was done for you. 
  We received a work order from your warranty provider for repairing a dishwasher. Square Trade has sent you a motor after they performed a virtual diagnosis. We sent our technician to do a diagnosis and repair on 07/08/2024. The technician confirmed the issue with the motor and replaced the part on the same day. The unit was working properly at the moment of appointment and the technician marked the work order as repaired - that action automatically completed the work order on the portal, which was done on 07/08/2024. According to the system, we received a call from you on 07/09/2024, the next day, at 9:18 am, and we were informed that you are still having the same issues. The dispatcher recommended that you call your warranty provider and ask to send a recall work order so we can send the technician back. As we mentioned to you, once the work order is completed, we are unable to provide any updates to your warranty provider/order parts/submit a report. That is why we asked you, as a customer, to report it to Square Trade. We have not received a recall work order, but on 7/12/2024 we were informed by you that you requested a new dishwasher. Since no recall was sent to us - we were not able to return the technician.
  Again, we sincerely apologize for any inconvenience If you have any questions or issues, feel free to give us a call.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Extremely Dissatisfied Customer Feedback Regarding ********************** Services To Whom It May ********* am writing to express my profound disappointment and frustration with the service provided by ACT Appliance. Frankly, if it were up to me, this company would never have come into existence.For the past two months, I have been grappling with malfunctioning appliances that your technicians have repeatedly failed to repair. It baffles me why a company purportedly in the business of fixing appliances cannot manage to resolve a simple issue within a reasonable timeframe.Over the course of these two months, your technician has made no less than four visits, yet the appliances remain faulty. It begs the question: if your team is unable to rectify the problem, why not have the integrity to admit it rather than stringing customers along with false hope?The level of incompetence displayed by your technicians is appalling. It is abundantly clear that they lack the necessary expertise to diagnose and remedy appliance issues effectively.Furthermore, I am utterly dismayed by the abysmal state of your customer service. The lack of communication, coupled with the inability to provide a satisfactory resolution, is unacceptable.In light of these ongoing frustrations, I am left with no choice but to strongly advocate for the reconsideration of your company's operations. It is my ******* belief that businesses which consistently fail to meet the needs of their customers have no place in the marketplace.I implore you to take immediate and decisive action to address these glaring deficiencies before further damage is done to your reputation. As a paying customer, I deserve far better treatment than what I have received thus far.*********,****

  Business response

  02/05/2024

  Dear **************,
  Thank you for taking the time to communicate with us about this situation. First and foremost, we would like to apologize for any inconvenience we may have caused you.
  We checked via our system the history of the repair that was done for you. 
  For the microwave we faced several issues. Originally, we received the work order with the problem that the microwave was tripping circuit *******. This issue was repaired on 1/8/24. The following day we received a call from you and we were informed that the unit had light issue and was heating intermittently. We sent technician back on 1/23/24 (according to the notes your were not available sooner) and he was able to fix the issue by cleaning contacts. Next day you contacted us again with same problem - this time we ordered main control board by technician recommendations. After we received the part and were trying to schedule installation appointment - you notified us that the unit will be replaced and didn't scheduled the service.
  The refrigerator repair was very difficult and not common. The whole system was clogged so it caused some issues during the repair. We were taking every attempt to repair it, we were trying to do it in all possible ways. Unfortunaly, the only way to repair that left required to drill the hole in the back of the refrigerator, - that would cause the cosmetical issues. Since we do not perform this type of repair - we submitted a recommendations for replacement to your home warranty on 1/31/24. 
  We apologize for a long repair time. Before submitting the replacement recommendations we need to make sure that the unit is non-repairable. Unfortunately, some repairs take longer time than others to complete. Again, we sincerely apologize for any inconvenience If you have any questions or issues, feel free to give us a call.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Company was sent to fix my dishwasher as no water was circulating. Tech came 5/5, said I needed parts, returned 5/10, and told me "Didn't Work" and left. After having no communication with them for several weeks, another company came. They informed me ACT took my control panel. They also got water in my dishwasher, which is still standing, and now my dishes and dishwasher are moldy. They refuse to return my parts. I have an auto-immune disease, am disabled, and have 2 kids. Mold is unhealthy, especially with a compromised immune system. When I call, if anyone answers, they're rude, condescending, and unhelpful. However, only once has anyone answered my call, and only once has anyone returned my call. It's now been a month. I'm now having issues breathing in my kitchen.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  AHC sent this company out to look at out broken refrigerator. The tech did not speak English and wasnt able to understand whats wrong with the fridge. Weve had ******* out 4 times in the last 6 months to replace parts. The deemed it irreparable. We showed the tech the invoice from less then a month ago where the ice maker was replaced. He left, and ordered an ice maker. I have contacted the business multiple times requesting a manager call me, but just keep getting the run around. They did call to schedule the installation, which I told them days before to cancel the order for an ice maker - it isnt needed.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired by a home warranty company (American Home Shield) to provide contractual warranty services for covered home appliances, ACT Appliance falsely submits repair recommendations, diagnosis and completion statuses. After searching the companys reviews, this unethical business practice is consistent with many consumers being left with failed or non repaired home appliances. Their practice is to delay service by misdiagnosing problems and ordering unnecessary parts, which typically take more than a week to be delivered. After the 4th and final service visit, ACT falsely submits a completion status to the warranty company having not actually repaired the nonfunctional appliance. In fact, my experience with this company caused my appliance to be in worst shape than it was prior to the initial service visit.

  Business response

  02/06/2023

  Dear *********************************,

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs.

  Please accept our sincerest apology for any trouble or inconvinience we have caused you. Some repairs take longer time to complete that usual. Indeed, we were not able to find the issue from the first visit. However, after replacing the motor, the washer start working properly. While technician was testing unit, he noticed some noise. We reported it to your home warrany company, and were informed that the noise which not affecting the operation of the unit is not covered, that is why the work order was competed. If your washer is not working properly, you are more than welcome to submit a recall work order for 30 days since our last visit. 

  Once again, please accept our sincere apologies and we look forward to serve you.

  Customer response

  02/06/2023

  Complaint: 18898265
  
  I am rejecting this response because: The business initially diagnosed my appliance with a Transmission failure, which should have resulted in a recommendation to replace the unit. Instead, the ACT Appliance business falsely and fraudulently submitted a part repair for a motor to the warranty company knowing the issue was with the Transmission.   They only did this so that the warranty company would pay them for repair services (3 total visits for unnecessary part repairs).  Ultimately, after 45 days of no working appliance, I had to demand a second opinion, which resulted in an honest appliance business diagnosing the unit again with a Transmission failure - ACT Appliances initial diagnosis. 
  

  ACT Appliance should not be able to continue with these dishonest business practices causing consumers financial loss and stress. 

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

  Business response

  02/06/2023

  Dear *********************************,

   

  The first technician stated that there is a transmisison issue. Transmission issue can be repaired by replacing needed parts. We cannot submit any recommendation for replacement if the unit is repairable. It is the rule from your warranty company we have to follow. We ordered all needed parts to repair the transmission and send technician back with a helper to replace the parts. Unfortunately, it did not resolved the issue, so he returned all the parts back. Since first technician was not able to diagnose the unit properly, we send you different technician, who found the issue with the motor, replaced it and fixed the unit. At the moment of appointment, ****** was working properly.

  In couple of days we received a recall, but the same day we also received a cancellation from your warranty company, so we were not able to go back to check what was the problem with the washer.

   

  Again, we apologize it took longer than normal time to complete the repair. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ACT appliance was assigned as a contractor from my home warranty service for fixing my refrigerator. They did not fix it even after three attempts and 2 months. I finally have to get new equipment. All they did was waste time and get money for not fixing something.

  Business response

  10/17/2022

  Dear ***************************,

  
  Thank you for bringing this matter to our attention, and please accept our sincere apology for any inconvenience this matter has caused you.

  We could not locate the work order for the refrigerator under your provided address, but we have been working with your refrigerator for some time under the address ******************************************************************. We apologize that repair takes a long time; some repairs are more complicated than others. Unfortunately, we cannot replace all available parts at once; we are working step by step and replacing only failed components. Sometimes technicians cannot see what else is not working correctly until they replace that failed part. 

  Upon reading through all notes, we can see that you had an appointment for parts installation on 09/30/22. On the day of the appointment, we were informed that you purchased a new unit and no longer need service. We reported this to your home warranty company because we need to keep them posted on our work. After the report was submitted, the work order was closed, and all parts were returned to the vendor. If you wish to continue the repair, please get in touch with your home warranty company so they can create another work order. Once we receive the work order for your refrigerator, we will reorder the parts that need to be installed. 
  Again, we apologize for the inconvenience this repair has caused you. We will be happy to assist you with the repair of your refrigerator once we receive the work order.
  If you have any other questions feel free to contact us directly at **************************************

  Sincerely,

  ********************

*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. ↩