ComplaintsforCampbell Appliance Heating & Air, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had this company come out to my house five times to fix my refrigerator. It is still not fixed and they refused to fix my refrigerator. I told him that I would pay them to fix it after 48 hours if it actually ran it consistently is not running not only that but is now leaking, and continues to shut off. ***** is refusing to be reasonable. My husband is deployed and I told him to receive any further payment. He would have to call and talk to my husband, but he was completely unreasonable. I never refused to pay him.

  

  Business response

  05/22/2024

  Customer has a past due balance that must be resolved before any further action can be made. I spoke with the customer today regarding the issue. She stated she was going to get an email address for her husband so we can send a payment link to pay the past due balance. Once payment is recieved the tech will be scheduled to return and repair the leaking water line.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2023, this company was paid to come and repair my oven. A part needed to be order before any work could be done on it. I paid half the price of the part so that they could place that order. I was told it would take 2 weeks to get in. I didnt hear back from them for about 2 months. I then called and asked for an update. They said they were still waiting on the part. Keep in mind that my check had been deposited. Someone then came out in January to remove a piece that needed to be sent off to get fixed. While removing the piece the worker shattered my top oven door (its a dual oven). The company said they would find a replacement door. I then didnt hear from them for about a month. When I called they said they couldnt find a replacement. After discussing the situation, they said they had an oven to replace my oven that they broke. Its been 3 months of them going back and forth of having a replacement to not having one. I got ahold of them this month and mentioned bringing a lawyer into this situation and that seemed to help move things along. Its been 3 weeks of them saying they are going to install the replacement dual oven and nothing has happened. Since working with them the only communication between me and this company is when I call. There has been no follow through or desire to solve issues.

  

  Business response

  05/20/2024

  This has been an ongoing resolution. We have explained that we will be out to install a replacement unit. Currently we have the customer on our schedule for Saturday. Keep in mind that we are already in the heat of Texas summer and any HVAC or Refrigeration takes priority over any services already on schedule. We fully intend on completing this ticket. It has taken much longer than was originally anticipated since the customer has an older unit that is no longer in production. As stated our current resolution is scheduled for this weekend as long as no other situation arises. 

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/3/2023 I created an online request with Campbell Appliance for a furnace maintenance visit. They called & I explained we bought home a little over year ago & wanted to have furnace ready for this winter. They scheduled for 10/4/2023. Thursday I was text & emailed saying theyd be here 1-3pm. I responded yes. Two men pulled up at 1:36, sat in their vehicle 1-2 minutes & then came to front door-I greeted & explained where furnace was located upstairs. 1 guy brought nothing in & 2nd guy brought in an air tank. They came back within 4 minutes with the dirty air filter (I provided the new 1). I asked if the filter in the air exchange located in living room needed replacing as another HV** had said not necessary. 1 said that use for a 2nd unit. I said no when they repaired the ** unit 7/3, they told me the unit in crawl space was an air blower/fan. They asked if I wanted this looked at & I said if theres 2 units it doesnt make sense to have 1 without the other. They went back upstairs returning a few minutes later. 1 said since 2 units they were billing me $387 (I used a $20 coupon). I told both men, Id never call company back. I paid the bill and they left @ 1:46. I called the office & was told since they looked at two-I owed for two.I advised the office manager I will never use their service again. Minutes later I received the paid invoice-it only states maintenance of two units. I read online what was maintenance norm. I emailed requesting specific information as to what the two employees did. Office manager says it was an inspection and/or checking out and offers to send generic list of what they COULD look at. I asked for specifics and now office manager says Im rude and accusative. The 2 employees changed 1 filter I provided and turned on that furnace to see if would come on-nothing else. I pay for service but dont believe 10 minutes for 2 units is $400(if no coupon). I have changed filters & turned on furnace, doesnt mean Im a HV**.

  

  Business response

  10/09/2023

  I have recieved a number of calls, emails, and text messages from the customer. I explained to the customer that one time service maintenance is per unit. The Winter check up is a basic check for any signs of damage or corrosion to the electrical and gas components of her system. After checking the first one she requested they do the 2nd one. This is an additional charge. It was not until she realized she had to pay for both units did she become upset because previously on another visit she was only charged a service fee for one. When I looked back I advised her she should have been charged for both and that had been the error. That technically more funds were due for the previous visit. She was not happy about the price she was responsible for paying since it included both units. She didnt like that it does not take that long to inspect the units. When doing a winter check up inspection it does not take long because you are not concerned with the outside unit since it is not part of the winter check up. I advised the customer that I had to cease communication with her because it was just going back and forth. Everytime I provided explanation she would twist everything that was said around still not satisfied. 

  Customer response

  10/09/2023

  Complaint: 20713277
  
  I am rejecting this response because: 1st-I accept the billing-I could have asked the account I used to pay that I was disputing but I understand. 2nd-this respondent offered to provide what possibly their employees COULD have done but I asked for specifics: I checked filters, I checked wiring, I checked duct work, etc but he was looking for a way to just hush me up.  3rd-He replied to me in an email saying he requested-Im not a he & when I pointed that out he then blamed his phone as he dictated a response (he sounds so much like you). 4th-he wants to scare me off of continuing to ask questions by stating they could have billed me for the 2nd AC unit on a July call. I reported I had two AC units outside and one was making a noise. The employee who came recognized the problem and never touched the 2nd unit. If this is their excuse for threatening to bill me, I should be prepared as I also have two refrigerators, an oven, a dishwasher, 4 sinks, 2 bath tubs, 3 toilets-their employee didnt touch those things either but according to his reasoning of you have 2 AC units nothing surprises me. Finally, the employees who came to do the maintenance spent more time walking around my home trying to locate the second furnace than they did inspecting or checking out. 
  Im beginning to think this business takes advantage not only a woman but an elder woman at that. 
  As I told this manager or whatever the title, I want specifics of what the two men did in the 10 minutes time that actually pertained to maintenance/inspecting or checking the two furnace units. 
  
  Regards,
  
  ***********************

  

  Business response

  10/11/2023

  Specifics have been given. If there was a problem customer would have been advised and given cost of repair. No repair was needed at the time of inspection so she was only charged for the service of inspecting both units.

  Customer response

  10/11/2023

  Complaint: 20713277
  
  I am rejecting this response because: Once again, the business DOES NOT explain what the employees did in regards to their inspection. I requested in my email sent directly to Campbell Appliance email, asking what their employees did in the fourteen minutes (10 spent inside my home) they were here. From my position inside my home, the furnace had the air filter changed out (which I provided) and the unit was switched on. Other than locating the **** fan in the crawl space-they did nothing else. So I need to know-since it is my property-what they did to earn $387 in 10 minutes. Ive already read online what **** techs COULD do. If my heat goes out this winter, I need to be able to share with a reputable **** repair what had been inspected.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to fix my ice machine at my restaurant. They came out to fix and told me they had to come back to fix the motor and had to wait on parts. Then denied they ever said that to me and called me a liar and told me they did a deep clean and put a new filter on the machine. This was on May 16,2023. It worked fine for a few days and then started doing the same thing again. I called them back to let them know and they came back out on July 12th when they were able to fit me in almost 2 moths later and told me that there was only one person that could fix my machine that he was on vacation. I contacted the company back several times asking when someone would be there because everyday I have to go purchase ice, All I could get out of them is that I was on the list and someone would text me when they could get there. When they came on the 12th they changed my ice size because they said it was to large. After doing that my machine will no longer make ice. They came back today upset that the machine was unplugged yelled and my employee infront of other employees and customers. He told her that I was rude when i asked to speak to let him know what was going on and gave her the phone and cancelled out appointment and said they would not be back. He also told her he was the owner.

  

  Business response

  07/27/2023

  In response to the customers complaint all the alligations are false. In the beginning the customer was advised she had to pay $149 commercial service call fee per appliance. She had us look at an Ice Machine and Freezer. When she recieved the invoice she immediately called our office and became beligerant with the office staff claiming she was never advised she would have to pay a service call fee per appliance. Attached is the invoice. To satisfy the customer we removed one of the service call fees. Clearly listed on the invoice it states she was paying for a cleaning for the ice machine. No mention of any motor anywhere.

  After it was approved and paid for we completed the cleaning. Per the customers own admission she had never had it cleaned before. She claimed she had never been told by anyone but us that it should be cleaned quarterly. Over a month after the cleaning was done the customer called us back stating the ice machine motor we installed quit already. Office staff advised her we never installed a motor. We performed a cleaning. She called the office staff names, became beligerant once more, told the staff he had little man syndrome, because kept trying to tell her all we did was a cleaning. She was once again presented with a copy of the invoice showing exactly what she had approved, paid, and what was completed. She insisted that she would tell all of her customers that she does not have ice because Campbells does shoddy work.

  We agreed to send a tech back out as a courtesy. When the tech arrived the machine was half full of ice and it was triple digits outside which will affect the production of ice and the place was busy. The machine was working. Maybe not as fast as they wanted it to but the tech went ahead and made some adjustments and left. Again the customer called and said it still did not work. Again as a courtesy the technician went back out a 3rd time. This time the customer had the machine unplugged. When asked why it was unplugged the customer became beligerant with the technician. The technician tried to explain that ice machines will turn thierself off and give a code if there is anything wrong. The tech said it would have to run several hours before it would shut off again and they could not wait around for that. The customer became increasingly beligerant and the technician walked out. Customer then called the office and again was beligerant to the office staff until they were forced to disconnect the call. We will not subject our office staff or technicians to constant harassment and verbal attacks from anyone. We performed the job we were hired to do. There is no refund to give. The machine was cleaned in May. It is time for the customer to have her machine cleaned again. The customer said she never wants us to return to her property and we do not ever want to return to her property. There is no reason for her to treat people and talk to people the way that she does and our employees do not deserve this treatment. 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Campbell Appliance came to check ** WASHER and said repair needed for door latch. We asked to pay extra to expedite part but repair person said it would not help and charged half payment CC $188.00 on 4/27/23. After a week I made 2 calls requesting eta for door latch part. I contacted rep to cancel since no eta for part told me I had to pay full amount and restocking fee and no part received yet. Then rep said they had same part for another customer and I could have their part. Told them that would not be fair to that customer and not good service. Afraid they will bill my CC FOR FULL AMOUNT AND NO REPAIRS WERE DONE. BAD BUSINESS PRACTICE.

  

  Business response

  07/12/2023

  *************************** will not be issued a refund as the invoice states there are no refunds on deposits or special ordered parts. Her part order had to come from the manufacture which is consisted a special ordered part. She requested it be expedited but the manufacture does not expedite parts out of stock. We did have another part that would have fit her washer. It was for another customer however they were on vacation and would not be available to have their part installed for another 2 weeks. ******************** was offered to be scheduled that next day on Friday and she refused service and asked to cancel. As stated on her invoice, there are no refunds on deposits or special ordered parts. She was aware of that and still chose to cancel service. We attempted to make the repair but she refused stating it would not be fair to the other customer, however the other customer was aware of the situation since they would not be back in town for 2 more weeks and the part for ******************** would have been back before then to have it installed. Service was offered and ******************** chose to cancel service and again was aware there would be no refund. 

   

  Customer response

  07/13/2023

  Complaint: 20029631
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  i was not told other persons part was not needed for 2 weeks and they could have called to tell me this but only told me when I was told my part was not in for several more weeks. Then when I was told they had SAME part for another customer they would install it for me. How strange had same part all of a sudden. Not a reputable company in my opinion. 

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Campbell appliance said they could fix cooktop so gave them $500 deposit to order part on Jan 25. Over 2 months later, still no cooktop and Campbell now says it cant be repaired. However, they want to keep part of my deposit which I gave them because they said it could be fixed. We have not had a cooktop over 2 months - and will now need to find and purchase one. In addition, ****** never provided status updates for the repair. When I called to find out to learn the status, he would not speak after I identified my self. I would have to coax him to provide me with update which was always minimal at best. Will never call or recommend Campbell Appliance. They did not perform the services they promised and were extremely rude and unprofessional in their services.

  

  Business response

  04/05/2023

  We are issuing a refund. However we are charging min labor fee as we have been out there several times as well and spend several hours with it in our shop. 

  Customer response

  04/05/2023

  Complaint: 19890705
  
  I am rejecting this because Campbell appliance said they could fix cooktop and asked for $500 deposit which is why I paid that amount.  They supposedly worked on it for over 2 months; however, they never communicated with me regarding progress.  When I called to learn status, ****** was extremely rude and never followed thru with the work promised  

  if you look on yelp (which I wish I had done before calling Campbell Appliance), you will see 29 reviews of the company all of which gave them a 1 star rating because Campbell took deposits and never followed thru with work and their employees were rude when customers called to check on their appliance  

  Apparently, Campbell Appliance practice is to take peoples money, not perform the work, keep deposits and bully their customers so they can keep their deposits  

  please take a moment to review Yelps rating on Campbell Appliance.  This company should be stopped from continually taking advantage of uninformed customers  

  I will be happy to forward Yelps ratings and responses to you. There is not one rating over 1 star and most responses said they wished they could give Campbell Appliance a ZERO..

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

  

  Business response

  04/06/2023

  At this point there will not be a refund as the customer his disputed their charges with their credit card. We will respond through our merchant based off our rules, regulations and terms and conditions. 

  Customer response

  04/06/2023

  Complaint: 

  I feel bbb should take note of Campbell Appliance business practices when listing the company on their website  

  I should not have had to stop payment on credit card - the company should have been accountable for their actions and not have forced me to contact bbb and stop payment  

  I have been attempting to get response from this company since end of January  not only did they not communicate but ***** was extremely rude when I called for updates  
  

  As I noted previously, Yelp has 29 reviews for Campbell Appliance snd everyone is 1 star for the exact same reasons I experienced - lack of repair, kept deposit, rude and no responsive customer services, etc  

  how can bbb recommend Campbell Appliance with this track record?  I also posted review on Campbell website; however, it could not be posted until reviewed  Im sure it will never be seen on their website reviews since it was not positive  

  thoughts?

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

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The first transaction occurred on 2/28/23. My husband contacted Campbell to fix the water maker in our refrigerator. A gentleman came out said he knew what was wrong and ordered a part to fix it because it was leaking. A week later two different men came out replaced the part and it was still leaking when they left. Charged us $355.06 and we have never gotten a statement of any kind. Called again they came back out ordered a new part. They came out yesterday 3/15/23 and installed that part and still leaking. My husband called this morning and left a message that not working and we want a refund. Also filed a dispute with our credit card company to cancel the charge. When my husband called left a message and he got the run around. Want a refund. I lleft a review earlier. ** ***********************

  

  Business response

  03/17/2023

  ********************,

  We apologize you are having issues with your fridge dispenser still leaking. *********** is under warranty and we have you scheduled for March 22, 2023. We are not able to process a refund as service has been completed. *********** has a 30 day warranty so you will not be charged for another service fee nor will you be charged any labor fees. If the part we installed is faulty we will replace it under warranty at no charge.

  Customer response

  03/31/2023

  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

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 13, 2022 I called this company to repair my refrigerator due to it not cooling. The technician was supposed in my home a whole five minutes just to tell me that the services will be $495 to repair the issue. Although I felt the price was high & he didn't do a good evaluation I was desperate to have my refrigerator repaired. The technician advised that it will take 5 to 7 business days before they return to correct the issue on September 26. I called to figure out what was going on and why haven't anyone returned and was told that my cart was on back order, and it had not come in yet on October 4 the technician five receive the part set an appointment to be at my house when he got there. The part was broken and I was told that it had to be re-ordered. At this point. I asked for a refund because I've already waited several weeks to have my refrigerator repaired to no avail . I spoke to ******* who happens to be very rude and unprofessional. Let me know that he was only gonna return $289 out of the $495 that I paid. I asked ******* for breakdown which she could not provide, and nothing meets it to me on how that part was that much when I was only supposed to pay 20% of the restocking fee for the part which turned to be 20% of the whole service fee plus the service fee. None of this makes sense to me. It is now December 9. I still have not received the service from this company or my money back, they sent me a check for the incorrect amount of money and the incorrect spelling of my name which I was unable to cash. I was told to contact the lawyer if I want my money back or to make any more contact with this company. A lawyer cost $2500 and that is a lot for a single mother. I just want my money back and I still haven't come to resolution with this company.

  

  Business response

  12/15/2022

  Customer called ******************** for a repair. She approved repairs and paid for repairs. She later canceled and approved the refund amount. She was mailed a refund check but claims the bank would not deposit it because her name was misspelled. We asked her to return the check and we would process another check with correct spelling. She claims she threw the check away. We are not able to issue a new check unless customer returns original check. Customer threatened her lawyer so we advised that all communication would be handled between her lawyer and Campbell Appliance. We have yet to hear from her layer. 

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** lied and scammed me out of my money. Will not respond to multiple requests for refund and continues to not take responsibility for their terrible service and mistakes. I called another company and they fixed the washer in 3 days even when having to order a part.A request for service was filed for a ******* washer end of March. A request was scheduled for Mar 31, 2022. Technician arrived and performed service. Did not diagnose issue and assumed that issue was water pump after I described problem. He proceeded to order a new pump. I paid the technician half of the price of the service at the time of service. Meanwhile, no communication about when the pump would arrive. I had to call back to get a visit rescheduled. I sent an email to the company expressing my disappointment and the ** blamed it on a technician walking out and issues with their software.Visit was scheduled for Apr 6,2022. Technician arrived with a pump and installed it. I watched the technician jam the pump into the fitting which did not fit all the way. He attempted to run a cycle. When it started running, he proclaimed that it was fixed. I paid him and he left. 30 mins later there was a huge puddle in my washer room.I requested an immediate service for them to fix the issue they caused. Technician arrived Apr 8, 2022. Proceeded to discover that they had ordered the wrong pump and he had not installed it properly. The pump leaked water all over the floor. There could have been massive water damage caused to the house. States that he will order a new pump. I again sent an email asking for a refund or discount on the poor service. ** responds again blaming their software although there is no software issue. Technician returns Apr 13, 2022 and installs new pump. He does not run a test cycle on the washer. Right after he leaves, we attempt to run a load. Washer is still in same condition it was in prior to their visit. They are not responding to requests for refunds.

  

  Business response

  04/29/2022

  ********* disputed his credit card and with all provided documents provided by Campbell Appliance, ********* lost the dispute. Instead of explaining this entire job i will attach all documents we have, same documents we sent to his credit card processor. Service was rendered. His dishwasher is not longer leaking and is draining just fine as that was his original complaint. After installing warranty pump his washer is having an entirely different issue. His washer is not cycling properly. There will not be any refund as service has been rendered. We offered to go back out and see as to why his washer was not cycling properly. ********* scheduled a back call ticket then canceled the day before his scheduled appointment. If you have any questions or need any further info for this complaint please let me know. Thank you. 

  Customer response

  05/01/2022

  Complaint: 17121416
  
  I am rejecting this response because:

  1. The service was rendered on a laundry washing machine NOT a dishwasher.

  2. Service rendered did not resolve original issue and actually caused more issues (leaking as indicated in photo from emails). Laundry Washing machine was not in a functioning condition after service.

  3. Service rendered only fixed the issue that Campbell had caused but not actual issue with the laundry washing machine.
  

  4. Technician's initial diagnosis was not correct and did not properly diagnose all issues with the laundry washing machine.
  
  Regards,
  
  *******************

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dishwasher was not filling with water, I contacted Campbell Appliance and had an appointment for Feb 25th, 2022, from 2 and 4. They were late, diagnosed the issue as a faulty inlet valve and required payment up front for the repair of $312.84. My 20 year-old son was home and paid, which I would not have until the service was completed. We were told it would take about a week for the part to come in. 2 weeks later I called them, and the part has just arrived. An appointment was scheduled for Mar 11, 2022, to replace the part from 5:00pm - 7:00pm, once again they were late. The valve is replaced, and I was informed that my motor was bad. The technician gave a reason it wasnt diagnosed on Feb 25th was because, It may have been from lack of use, I found this unsatisfactory. I contacted Campbell Appliance and voiced my concerns that the job was not complete, and they need to make it right. It took them 6 days, 1 email and 2 phone calls before I got a response. They wanted to charge an additional $130 plus tax to replace the motor. When we asked why this wasnt caught during the first visit, we were told that they didnt look at the motor because it wasnt what we called about, and my response was its your job to find the issues, you are the repair company not me, it's your job to inspect the dishwasher and repair all the issues. All I kept getting from Campbell Appliance that since we didnt call about the motor, so they didnt look at it. Before I was going to spend any more money with Campbell Appliance I decided to get a different company to look at it. When Appliance Express looked at my dishwasher, they concluded that the motor was bad and needed to be replaced. They also found the sump manifold was bad causing a small leak, I was shown pictures from underneath the dishwasher of the evidence of the of the bad seal and the water stain on the the floor form the leak. This is another issue missed by contacted Campbell Appliance.

  

  Business response

  03/28/2022

  *************** called Campbell Appliance for his dishwasher not filling up with water. He approved the repairs and service was rendered. His dishwasher now fills up with water. When the tech installed the valve he heard the motor making unusual noises so he checked it and found it was going out as well and would need to be replaced. This second complaint has nothing to do with the original complaint. It is an entirely separate issue.  The technician gave his a price for the additional part and the customer denied the additional part. Again, the original complaint has been resolved. As for the technician being late both times. That is certainly not the case and we have conversations via text that would prove so. On the 25th the customer was scheduled between ****. The technician was running behind schedule and had pushed his timeframe back to 2-4 at 11:30am. The customer confirmed his new time frame of 2-4. The technician was enroute at 2:36 at arrived between 2-4pm. On 3/11 the technician scheduled him between 5-7. The customer confirmed his time frame. The technician was late at this appointment and sent the customer a message at 7:54 that he was 25 mins out. the customer confirmed at 7:55. Throughout this entire process Campbell did their due diligence in communication and kept the customer up to date.  There will not be any kind of reimbursement as the original complaint of the dishwasher not filling up with water has been repaired and the unit now fills with water. If additional repairs become necessary they will be charged separately and that is under our terms and conditions on the invoice in which was signed. 

  Customer response

  03/29/2022

  Complaint: 16945857
  
  I am rejecting this response because My compliant was my dishes were not clean I didn't "think"  my dishwasher was filling with water and I needed your technician to look at my dishwasher.  My dishwasher had three problems, a bad valve, a bad motor and a bad manifold seal.  Your technician missed the other two issues which shows he did not do a thorough job inspecting my dishwasher.    It paid you to diagnose my dishwasher, find the issues and repair them.  Since you missed two problems you did not render the service I paid for.     
  
  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. ↩