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:03/18/2025

  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.

  On 3/12/2025 I had upper appliance repair come to fix my dryer. It wasn't drying the clothes properly. When the repair technician arrived, I stood with him for his inspection and analysis of the issue. He told me he needed to clean out my dryer's exhaust line. He said it would be $375. When he was finished, about 5-10 minutes later, he called me down and told me he had cleaned out the exhaust line. He showed me that the dryer gets hot. I paid him and he left. They have a 3 month warranty. The next couple of days the problem persisted. The clothes weren't drying. I called them to come back. The same repair man arrived 3/16. He told me that it was the cold wind outside causing my dryer not to dry the clothes. My dryer is in an underground basement. I told him the issue wasn't fixed. He said he didn't know how to help me and that the dryer gets hot so I must be mistaken. He left without doing any work.That night I opened up the dryer line myself. I took tons of video showing that the line was not cleaned at all. I cleaned it myself and got the dryer working again.I called to request a refund. The manager on the line told me that he talked to the technician who claimed that he had replaced my heating element, and that's what the charge was for. He had not. This was not discussed. I have video of my dryer with cobwebs all over the back of it, clearly showing that the dryer was not opened up at all.They insist that they performed TWO services that were not performed at all and will not refund my $375. I want my money back and I want this issue to be on record.

  Business Response

  Date: 03/18/2025

  the Job was completed on 03.11.2025 and has been replaced heating element  WHICH WASN'T HEAT  COMPLETELY.after we replaced was heating but says take long time.Customer needs to clean vent line which this job not appliance repair job need call specialist Vent cleaning Company.we explaned to the customer also we have warratnty for parts 90 days labor 30 days for our job and our parts not all appliances.if its not heating completely she can call us within warranty days and schedule.thank you

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Repair tech was here on 31 Jul 2024 to assess/fix a stove top with a burner that would not turn off. 1st he attempted to look under the cabinet, but did not have a flashlight (i gave him mine). He did not check any other stove parts. After looking at the broken one (I had to tell him several times that the burner wouldn't light initially because I had turned the gas off) but he said the issue was a leak at the burner point. He did not remove anything or check any other parts/pieces. He finally checked his phone and said it will cost $418.00. He did not have the stove model or anything! I called the office and was told by the supervisor that he stood behind the technician but if I found someone that stated a different fix, that they will refund the fee. After some chats with the parts ***** I ordered the correct parts and fixed it myself. It was the not a leak at the ************ but the burner valve. A totally different part!

  Business Response

  Date: 08/27/2024

  IM sorry this was diagnosed by technician on 08.31.24 and send to customer invoice and the tecnician never asked tools we have also picture of model number the technician right diagnosed   and give him quote but he wont fix paid for diagnostic fee 75$  we did not miss diagnose and if  he let us to fix is after if we cant fix then the customer can tell miss diagnose at this point its not make sense .please let me know if you need more information thanks

  Customer Answer

  Date: 08/28/2024

  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.]

  The tech diagnosed the problem as the igniter/Orifice without even removing the part. He tried to tell me he could see that it was broken, whereas, no one could possibly see it as broken! It was the burner valve that was broken!! 2 different parts. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/29/2024

  we have on invoice written about issue ther is not broken parts there is issue leaking and the tech gave price for repair .*** he paid for diagnose fee not for repair.

  Customer Answer

  Date: 09/07/2024

  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.  
  
  The technician diagnosed the wrong part to be repaired! What he diagnosed would not have fixed the leak!
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  March 28, 2024 Upper appliance came to my home to check why my ice maker stopped working. I was told my compressor needed to be replaced.The refrigerator is over 5 years so the ******* warranty no longer covers the compressor. I was told the part was 400 or so and the labor was 400 or so and the refrigerant was 400 or so. The total was $1253. I know that is a lot for a repair, but I paid over $3500 for the ******* familyhub in 2018. I paid a $500 deposit and the tech returned a couple days later with the part. The part was installed and the refrigerant also. For the next 3 or 4 days the smell of "freon" or some other gas like smell took over my kitchen, getting worse each day. On I believe March 31 (Monday) I called Upper Appliance to ask if the smell was normal. I was told that it is a small kitchen and the smell would improve. In another 5 to 7 days the smell was gone. In mid May, the fridge stopped making ice again. It took me 3 weeks of calling and leaving messages to get an answer. This was after I called from a different number. I was blown off for the next several weeks and finally told the warranty was only for 90 on the compressor and I would have to pay for a new visit and new parts. I refuse to do this because I began calling well before the 90 days. I want a full refund but my calls are not returned or answered sine the rude "manager" told me to pay

• Initial Complaint

  Date:07/26/2024

  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.

  My refrigerator stopped working so I contacted this company in Feb of this year. They came out and said it was the compressor with a cost of $1100. I told them that was a lot of money but the OWNER assured me that would solve the problem and that it easily last me another 7 years. Well the issue was not resolved because the refrigerator never really cooled and it started leaking water so I called they came out again and said now it was the evaporator coil for another $650 in April so total of $1750. Since then they have came out a few times last time on July 23 to repair it. Refrigerator has never worked and now its not cooling like the beginning. They have made us spend almost $2000 on a repair they never could do and should have been honest from the beginning. Now its hard to contact them and last call they cannot even accept they took my money and never solved the problem. I want my full money back because this is fraud.

  Business Response

  Date: 07/30/2024

   customer contacted us in february 2.6.24 and we diagnosed founded issue with compressor and fixed after 2 month she called us 4.26.24 we send technician to customer free which should be pay new service call on invoice can see about warranty rules for part 90 days for labor 30 days warranty we diagnosed free  and founded issue with freon leaking evaporator we  ask only for parts 650$ and she paid  was replaced refrigerator side evaporator.there is 2 evaporator fridge and freezer side which we replaced fridge side evaporator .customer called again in 7.25.24 and we send the technician to customer and now she have a different issue restriction in the system we explained her also which we have a warranty for our parts and labor now there is different issue and out of warranty .we offered her we can only refund 300$ .Thank you

  Customer Answer

  Date: 08/04/2024

  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.]

  First of all when they came out the first time the reason we decided to pay the $1100 was because the very owner assured me that the refrigerator was still good easily for few more years he himself said a good 7 years with changing the compressor. The refrigerator cost way more than that and is not too old so we trusted them and went forward with it. Now the refrigerator never cooled like it use to but then when it started leaking we immediately called them. The reason we went with second repair $650 because we already had given them the $1100 and now they came out with it would not have been possible to know that the evaporator coil needed to be replaced at the time they saw it was the compressor. Obviously after that we were not going to give them a single dollar but bottom line the refrigerator was never repaired. Their techs kept coming out few more times and never solving the issue. The refrigerator is not working and they should have been honest from the beginning just charging the estimate when they came out and looked at it and say it was better to buy a new one. Their intentions was to keep coming finding new issues and charging more money. They are a repair company and they should have the knowledge from the beginning to have seen the refrigerator had too many issues according to them and that it was better to tell the customer to replace it with a new one. My frustration is how they charged all this money and if it was for them would have charged more coming out each time stating a new issue and never resolving none of them and the refrigerator is like it was from the beginning like it was never fixed. I understand if they repaired it correctly and a considerable amount of time had passed and it stopped working that they would not be responsible for it but they don’t want to assume their responsibility that it was never FIXED to begin with and just took all our money. If they are a honest company then they should assume their responsibility and return a full refund. 

  
  Regards,
  
  Kimberly ***********