ComplaintsforPrompt Appliance Repair

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Appliance repair for my dryer. It wasn't getting hot. They came and replaced heating unit, after the dryer started getting hotter and hotter that I couldn't even touch clothes, it didn't cool down. Afraid of a fire. They refused to call back then said it was beyond 30 days. Refuse to come back unless I pay again.Prompt ************ LLC **************

  Business response

  07/10/2024

  THIS IS THE MESSAGE FOR THE COMPANY IN **************!    OUR COMPANY IS LOCATED IN ***** AND WE WORK ONLY IN ******!     THE CUSTOMER LEFT A MESSAGE FOR A WRONG BUSINESS!

  Customer response

  07/10/2024

  I am rejecting this response because:   this company is in *****, SC not *****

  Business response

  07/10/2024

  Please double-check our information! We are a company from *******, *****! this is a message and review for nother company!  we received it by mistake!

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is supposed to be an appliance repair company, but it is clear they have no organization as a business or knowledge in appliance repair to be in business. My home warranty assigned them to come fix my refrigerator. They claimed they tried ordering the part but it was on backorder so they couldn't do anything. I called the manufacturer directly and confirmed the part was not on back order. The home warranty gave them the green light to place the order. I continued to follow up with them for some sort of ETA but prompt appliance could give me no updates! I finally called the company they claimed to order the part through and come to find out THEY NEVER PLACED THE ****** it wasnt until i caught them in their lie that they finally placed the order! Now the part finally came in that we waited 2 MONTHS for! the repair guy that came was a contract worker for them and had no clue what he was coming out to fix. Had no notes on why he was coming to my house... he then said the part that they ordered wasn't even what was wrong with the fridge and its an entirely different part! Now this is 2 people on behalf of this company that have come out and said 2 completely different things. I try to get clarification from prompt appliance and they cannot tell me anything. I dont know who is in charge or how they handle their business!

  Business response

  04/04/2024

  We received a claim  #: 229275632  from Choice Home Warranty and scheduled an appointment for the customer on **********. The technician from our company came to the customer`s location, checked the unit and found out that bi-metal defrost was needed to complete the repair. The part was on backorder and we submitted this information to the home warranty. The home warranty company decided to replace the whole refrigerator for the customer as there was no ETA for the part. The customer disagreed and insisted on ************************* the unit instead of replacing it and the Home Warranty changed their desicion and asked us to repair the unit despite the fact that the part was on backorder.  As many appliance repair companies we work with suppliers and if the part is on backorder we can do nothing but wait when the part will be back in stock. Also  we can`t order from somewhere else because the home warranty approves the cost of the repair and we should order the part for the price the home warranty approves.  We ordered the part as soon as it was back in stock and scheduled an appointment with the customer as soon as we received the part.  Another technician from our company went to the customer to install the part as the previous technician was sick.  During the installation it turned out that the additional parts were needed and we informed the home warranty regarding the situation.  To our surprice we received an update from the Home Warranty on 04.04.2024: "Claim #: 229275632   We are only authorizing  the W10491892 BIMETAL-DEFROST, customer states part was installed and the unit is working 100 percent .  Thank you  CHW To reply, go to *********************"   

  According to the Home Warranty the customer confirmed that the unit was fixed and no further action was needed.
  

  Customer response

  04/05/2024

  I have reviewed the business response and accept this resolution. 

  Good morning,

   

  I have decided I no longer wish to proceed with this complaint. Can you please cancel it?

   

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a home warranty with Choice Home Warranty and they contacted Prompt Appliance to come to my home to diagnose the problem with the electric wall oven that wasn't cooking frozen food completely through unless I cooked it longer or increased the heat. When Prompt Appliance technician came out and made the diagnosis that I needed a panel kit, the sensor was failing, he sent the results in to Choice Home Warranty who isn't going to repair or replace the oven but give me $329.00. My complaint with Prompt Appliance is my oven was heating and I was able to cook in it until they came out and did whatever to diagnose the problem why the frozen food wasn't cooking completely. My oven won't heat up at all and the fan inside the oven that cools it down has been running ever since Saturday, May 6, 2023. Prompt Appliance technician came out Monday, May 8, 2023 after I called in to complain, however, after arriving he said there isn't anything I can do it needs a panel kit. I just want my oven heating again and this fan turned off because my electric bill will be increasing and I can't cook in my oven. I was able to before Prompt Appliance technician came and worked on it.

  Business response

  06/02/2023

  The technician from Prompt Appliance Repair came to the customer`s house to check the stove range, the customer had a claim with the Choice Home Warranty. According to the Home Warranty policy, the technician should collect a service call fee and submit all the information to the Home Warranty regarding the parts which are needed for the repair. The parts which were needed for the repair were No Longer Available.  According to the submitted diagnosis, Choice Home Warranty decided to replace the unit for the customer. Only Choice Home Warranty decides if they replace the unit for the customer or not and the amount they give to the customer to buy a new unit depends on the condition of the current appliance and the relationships between the customer and Choice Home Warranty. ********************** can`t influence this decision and the amount Choice Home Warranty gives to the customer. We understand that the customer is upset with the amount Choice Home Warranty offered them, but the customer should call Choice Home Warranty to discuss this question. From our end, we did everything according to the rules and policy of the Home Warranty.

  Customer response

  06/06/2023

  I am rejecting this response because:   

  Dispute **********************

   

            I read the response from Prompt Appliance Repair and they did not address the issue I am reporting them on.  My oven was heating and I was able to cook in it until their technician came out and tinkered with it.  Days later when I turned the oven on to cook food is when I discovered it wasn't heating up anymore, the cooling fan came on and stayed running for a month until it stopped on 6/4/2023.

  I want Prompt Appliance Repair to get my heating element working again because needing a sensor or panel kit wasn't affecting the heating element previously but mysteriously the heating element stopped working after their technician worked on it! This is the problem I am fighting for to get RESOLVED!  

   

  Sincerely,

   

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

  ID ********

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim with Choice Home Warranty on April 12 that our washing machine was not working properly and we needed some one to repair. They sent out someone from Prompt Appliance Repair who said the washer needed a new control panel. The part was ordered and installed. But that did not fix the problem- still we still have a washing machine that does not work and we are going on week 3. The problem is that Prompt Appliance Service will make an appointment for a time range but the technician comes before that time when we are not home but does not come back during the given time frame. When requesting a new appointment they have set a time- three times now and not shown up. And they do not text before they come as promised.They will not answer the phone nor will they return calls after many voice mails have been left.Very poor communication.It is very frustrating.

  Customer response

  05/03/2023

  Finally on the fourth notification that a tech was coming one showed up.  I tried to explain that the issue was still not taken care of, that the washer still will not spin. I don't know if he understood me well as I don't think he understands English well.  He said he had to order another part and left.  I have no idea when the part is supposed to come in and when they will send someone back out to finish the job.  Such a lack of communication.

  Business response

  06/02/2023

  We thoroughly investigated the situation.  The technician came earlier to the customer`s location and nobody was home but the customer agreed to reschedule an appointment. The appointment was rescheduled and after the technician finally came to the customer to check the unit we submitted all the infomtation to the home warranty, got authorization to complete the repair and the technician came back to install part. during the installation it turned out that the additional part was needed and the technician ordered it as well. The technician came to the customer`s location to install additional part on May , 5th , we have photos and vidoes of the repaired appliance.

  As we value ur customers and our reputation is everything for **, we wil schedule an additional appointment for the customer on Monday, Jun 5th. The senior technician will come to the customer to check the unit again. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Choice Home Warranty was contacted on October 31, 2022 because our dishwasher was making noise. They contacted Prompt Appliance Repair to fix our problem. their first appointment was for November 7, 2022. The technician came, and said we needed a new pump motor but didn't have the part to fix the problem. He came back a few days later but said he had the wrong part. Today is December 6 and they still don't have the part and the dishwasher is still unusable. When contacted they are never able to tell us when the part may arrive. We are starting to consider just replacing the dishwasher just so we can do dishes over the holidays. very unsatisfied with this company.

  Business response

  02/23/2023

  Consumer Response /* (2000, 6, 2022/12/06) */ The problem has been resolved.

*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. ↩