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:10/31/2022

  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.

  I called DFW Appliance repair on 08/25/22 to come look at my refrigerator that was freezing partially at the bottom but then not cooling in the rest of the area. ******* the tech arrived late to the appointment but had them come in, I had already disassembled the fridge where they could see the ice forming. They did not do anything but look at the fridge and discussed the parts that should be replaced. I approve to replace fan, housing, thermostat and a couple other small parts for total with install $433.46. One main part had to come from Hawaii. While ******* was on the phone confirming they had the part in stock I authorized them to move forward with the order for a $150 deposit that was told to pay cash, ***** or check but no credit cards allowed. I paid the deposit with check ****** ******* had the parts company on speaker phone and they stated it could take about a week for the part to come in. After more than 2 weeks without any updates I called DFW Appliance for an update on 09/12, I was told by ******* they had not arrived, I asked if he could call for an update and get tracking information. He said he called the Friday before for an update and that due to COVID there were delays everywhere. I stated we should be blaming COVID and asked again for tracking information. He then said that they hadn't shipped the parts yet. At this point he asked how much I paid for a deposit and told him $150, he said he was canceling the contract and would refund deposit. I explained I did not want to cancel but wanted him to follow up as now he said the parts hadn't even been sent out, I told him I wasn't blaming him for the delay but wanted him to follow up. He then passed ** to who I assumed was his wife (she was there on the day of the original appointment and sat in their truck). She started to berate me stating I was talking rudely to them, I again stated I was not and asked how they would be refunding me, she then hung up without telling me. As of date 10/31 no refund.