Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 09/10/24 I noticed a minor mechanical problem with my kitchen refrigerator. Found a five star company named on Internet Appliance Pros/Appliance Pro Today and advertised as the repair experts. Called, was asked to enter my area code and immediately got connected to the local technician named ***** *****. He came to my place, showed good professional skills and suggested to replace some parts plus do some additional work. I was given an estimate which seemed to be reasonable, paid by check $347.55 and received a written receipt. After that, ***** scheduled 3 consecutive appointments but did not show up for any of them. When I contacted the supervisor from Appliance Pro Today, they characterized their role as just a call center. According to them, ***** ***** works independently and runs his own company named ***** Appliance (p ************).I hope, it is understandable that I do not trust Mr. ***** anymore and cannot let him work on my refrigerator. Last time I talk to Mr. ****** he offered me compensation for the inconvenience - 10% of the amount I paid for the service. I suggested him to give me 50% refund and new parts. He agreed but again did not show up at the scheduled time. Instead, he sent me several senseless messages. At that point, I stopped communicating with him. I am very sorry that I was being too trusting. In the future, I will contact BBB when need some services and ask for their recommendations. If possible, please help me to solve this situation. Thanks in advance

  Business response

  09/21/2024

  Thank you for brining this to our attention, if you can please give us your phone number you used for the service and we will get to the bottom of this for you right away and see how we can make this right with our network partners that work directly with the Appliance Repair Professional.

  Customer response

  09/25/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: The company message does not resolve my complaint. They asked for the phone number used on 09/10/2024 to get a service. The phone number was **************. Later, already having problems with the service, I used the local number ************ to talk to their supervisor. The supervisor confirmed that Mr. ***** ***** (a technician who came to my place to repair my refrigerator) worked in connection/through their company Appliance Pro Today. Taking to BBB, I learned that the company has several names including Assist Technology.
  

  Hope my information will be sufficient

  Thank you

  
  
  Sincerely,
  
  ***** *********

  Business response

  10/09/2024

  Your information has been submitted to our network partners who work directly with Mr ***** *****.  We are in processes of getting information from both Mr. ***** and our partner, you will receive a response within the next few days, if you have not please feel free to contact us directly.

  Customer response

  10/10/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: There is no problem solution. The message from the business represents a very little progress in resolving the issue. I am waiting for the real results and a refund

  
  
  Sincerely,
  
  ***** *********

  Business response

  11/02/2024

  We are still working with our partners to find a resolution for you for this request.  The company ****** Appliances said that he did reach out and tried to resolve this issue for you with no response and is willing to help with the Appliance issue.  We have also spoken with our network who works directly with ****** Appliances and they are working on getting this resolved for you as well.  We will stay on top of this until you are satisfied with the work or with the resolution directly with ****** Appliances.

  Customer response

  11/05/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: The issue is being unresolved. I keep on my electronic devices all the messages sent by Mr. ***** and my-self. These messages show the following: Mr. ***** called me on 10/23/2024 at 9:20 pm eastern time. I stayed in ****** going through medical treatments. The local time was 3:20 am, however, I responded sending him a text message and asking not to contact me until the beginning of November when I would be back home. After that Mr. ****** sent two messages offerng me immediate 50% refund and I answered both of them. On 11/01/2024 (upon my coming returning home) I sent a message to Mr. ***** explaining that because of repeatedly failed appointments, my waisted time and strong emotional discomfort I had to go through I wanted all my money back (a 100% return). On the same day, I received a reply. Mr. ***** stated that he is not a member of BBB, the BBB is not a government agency and will not help me. He insisted on the job being done otherwise he would file suits. Again, after seeing so much disrespect to my time and my-self (I am an elderly woman), I cannot trust Mr. ***** and do not want him to do the job in my house. The issue will be resolved fairly if I get a full refund ($347.55). Considering Mr. ***** showed up to my very first call, I also would accept a full refund minus the cost of service call ($89.95), in this case the refund should be $257.60.

  Again, I answered all the messages received and can prove that. Thank you

   

   

  
  
  Sincerely,
  
  ***** *********

  Business response

  11/18/2024

  We have sent all of the information to Mr. ***** and to our network partners and have been in contact with them weekly.  Mr. ***** and his company said they are willing to work with you on a resolution.

  Customer response

  11/19/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: This response still does not provide any satisfactory resolution. I am ready to work on a resolution, however, so far I had no new messages neither from Mr. ***** nor from his company. The recent message I received from Mr. ***** on 11/01/1924 (copied below) is hard to call an attempt to solve the problem. 

  Below is a copy of the recent message sent by Mr. ***** (11/01/2024):
  Actually ma'am I'm going to go ahead and take that first step for you and tell you that you are absolutely 100% wrong as well as the Better Business bureau. They are not a government agency and the only way that I can even respond to your complaint is if I pay the Better Business Bureau to respond and become a member and that's how they do it. If I was a member and you had a complaints a month they would make a half a** attempt to reach me in regards to your complaint and then they would just keep they would just keep spending you around and telling you that they're getting in touch with me and they're trying to resolve the issue and all the time they're just trying to make you not want to call them anymore because you're tired of it because I'm a paying customer to them. But what I'm letting you know is that I'm giving you the opportunity to have the refrigerator repaired or I am going to I am going to file suit and I'm going to make sure that you go ahead and have the repair done and if not you will have to pay court costs lawyer fees time all that good stuff that goes along with it so you go ahead and talk to the *********************** and in the meanwhile I will go ahead and file my suits. I'm sorry it has to go this way but unfortunately you've kind of pushed me to that point. You had the opportunity to take half of your money back and you refused because you decided to listen to the Better Business Bureau and unfortunately that was a mistake. Take care. Bye-bye
  

  Previously, I clearly expressed what would be a satisfactory solution of the problem. Again, I am ready to work on reasonable suggestions and hope to see some real progress in resolving the situation.

  Sincerely,
  
  ***** *********

  Business response

  12/09/2024

  Mr ***** is working directly with the situation and has expressed to resolve.

  Customer response

  12/13/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: There is no progress in resolving the problem. From the last two messages received from the company it is clear they are leaving me to work directly with Mr. ****** The latest message I received from him was dated 11/01/2024. I have never heard from him since then. Said message (I provided a copy to BBB) does not show any willingness to resolve the situation. Can this be called direct work? Again, there is no progress in resolving the problem  
  
  Sincerely,
  
  ***** *********

  Business response

  12/20/2024

  Customer complaint has been escalated to all parties, waiting on customer to move forward with a resolution.

  Customer response

  12/21/2024

   
  Complaint: 22300436
  
  I am rejecting this response because: The company is waiting for me to move forward with a resolution. I will consider the problem resolved when I receive a refund. Unfortunately, there is no way to do this by my-self. *** ***** has not contacted me since 11/01/2024 when he promised to go ahead and file his suits against me if I go ahead and talk to the BBB. He does not work with me directly as reported by the company. In fact, his direct work ended when he received my payment for future refrigerator repair. After that, I had three no-shows for the appointments (scheduled by *** ***** him-self), a lot of waisted time plus complete disrespect toward my time and my-self. As a customer and as a senior citizen, I should not be treated this way. I strongly believe that the company should be responsible for actions and behavior of people representing it.

  Again, the refund is expected to be equal to the amount I paid to *** ***** minus service call fee ($347.55 - $89.95 = $257.60).
  
  Sincerely,
  
  ***** *********

  Business response

  01/23/2025

  working directly with customer for a satisfactory resolution.  

  Customer response

  01/28/2025

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Appliance Pro Today to get a dishwasher repaired. I was sent ********** who asked for a check for $250 made out to ******** Appliance to purchase parts. (Please see many pages of BBB complaints regarding ******** Appliance). When he returned he told me the dishwasher was repaired, but I shouldn't try to run it for several hours because it had to "reset". He then collected another check for $244.59. Both checks were cashed within an hour of leaving my home. The dishwasher still doesn't turn on. When I complained to ************** was given a run around for a week regarding coming back to fix it or give me a refund. After finally acknowledging he couldn't fix the dishwasher he said he would issue a refund, which clearly has never been issued and, as you can guess, I've been given more extensive excuses and run around. I have contacted Appliance Pro Today (twice) through their email platform as they are the ones I contacted originally and who sent me ********** from ******** Appliance. When I try to call the number on their website I am asked for my zip code and then sent directly back to ************ So my attempts to contact someone at Appliance Pro Today to discuss my complaint has become circular and fruitless. Two complaints have been filed via email and no response. Today I found an extensive number of reviews on ****** regarding Appliance Pro Today from people who have had the exact same experience but who had been sent scammers under different names (ie not ******** Appliance). It appears to me that Appliance Pro Today, (also dba as Assist Technology LLC) is a clearing house for scam technicians.

  Business response

  04/16/2023

  Thank you for bringing this to our attention.  We send every request that we receive to our partners immediately if there is an issue with any of our Appliance professionals in our network.  We have not seen a request from this customer before.  We will send her information right away to our partners and get her issue resolved as soon as possible.  We take customer service very serious and any requests or unsatisfactory experiences we resolve immediately for customers.  Respectfully,  Appliance Pro Today

  Customer response

  04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They asked to try again to fix the dishwasher and have committed to a refund if they cannot fix it.  ************ came back today and said he would need to order more parts and will get back to me when the parts are in.  I am willing to allow them to try to fix the dishwasher and am hoping this is not more of the delay and run around that I have experienced to date.  I am encouraged that I have finally been contacted by the owner of the company and have his direct contact information to try to resolve the issue.  So the issue is not yet resolved but will need more than the 7 days allowed for me to respond.  
  
  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. ↩