ComplaintsforMoonrise Tech LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I encountered an issue with the cooling system of my ******* refrigerator due to ice buildup on the fan inside the evaporator cover assembly. I promptly raised a ticket with *******, and they assigned the repair job to Moonrise Tech. On June 25th, 2024, Moonrise Tech carried out the repair by replacing the evaporator cover assembly, for which I paid them $337.Unfortunately, within a week, the same issue resurfaced. I immediately contacted ******* to report the problem, and they informed me that there is a 90-day repair warranty, and Moonrise Tech should rectify the issue. ******* advised me to reach out to Moonrise Tech directly.However, despite making numerous attempts to contact Moonrise Tech through the phone number provided on the invoice and through online searches, they have not answered my calls. I have tried contacting them via phone approximately 50 times, but they remain unresponsive. I have also attempted to reach them via email, but to no avail.When I contacted ******* multiple times about this issue, their response remained the same they too have been unable to reach Moonrise Tech over the phone. It has been over a month since I have been facing this recurring issue with my refrigerator, and my food is becoming spoiled.I urgently request your assistance in facilitating the necessary repair to resolve this problem promptly. The lack of responsiveness from Moonrise Tech and the prolonged delay in resolving the issue have caused significant inconvenience and distress.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ******* authorized service center sent Moonrise Tech to fix my dishwasher, after tech **** tried twice fixing the dishwasher which literally gave bad diagnosis on the first visit, had to come the second time after contacting *******, finally fixed the dishwasher then in the middle of the work, had scratch my kitchen floor then continued without a care in the world. We contacted ************* with Moonrise and came took pictures than never head from him again. Contacted ******* made a complaint and said we had to open the claim with Moonrise. Going on the second week never returned any of our calls after we were informed by manager ************* it would take two days for investigators to show in property. This is a shame how they are not taking responsibility and fix what they damage, This is a new home now my kitchen floor is scratched because **** the tech guy was not carefully with the floor and acted he didn't care what he did, after my husband saw him while he was working, **** turned around and said sorry, we take care of it later than heard nothing til this day!

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refrigerator was flipping the circuit breaker, ******* sent out a tech from Moonrise Tech LLC to fix it.. The tech changed out the circuit board and in the process of putting it back drug the side of the refrigerator door along the edge of the countertop creating a ripple. The ripple was immediately brought to his attention. He replied that he only inched it along and was not strong enough to have caused the damage to the refrigerator. He left and gave me the number for his manager which I called and was told that the technician said he didn't do it. The refrigerator was still flipping the breaker even worse at this time but Moonrise declined to do any further work on our refrigerator. Another tech was scheduled with another service company for two weeks out; they would fix the problem and verify the damage to the refrigerator. During this time we decided to have an electrician out to verify that it wasn't a breaker problem. The electrician changed out the breaker and the refrigerator stopped flipping it. The new tech came out today 7/27 and verified the damage with *******. ******* stated that it would not be covered by warranty and I should contact Moonrise. I spoke with *** at Moonrise and advised of what ******* had said and was told by him to hire a lawyer because his technician didn't do it. I watched him do it and said something immediately. The tape measure exactly matches the counter top level to the damage to the side of the refrigerator. This refrigerator was installed in February by two people who used a strap and I wrapped the counter top in a towel to avoid just this. I didn't think to do it for a service appointment. The refrigerator was not damaged during install and was not moved until the technician from Moonrise moved it to replace a circuit board that was most likely not damaged at all.

  Business response

  08/07/2023

  Good morning, *************** 
  First of all, I am so sorry to give you a hard time about this incident. 
  As we already informed you before, ******* dispatched a different company for secondary opinion and for ******* claim purpose. Per *** ****** it was rejected by ******* tech support and ******* will not cover this issue. 
  We have not get any updates from either ******* or the other company about the resolution. So, we will contact ******* again for further process. 
  

  Most of the case ******* decline the cosmetic damage repair,  is because 1. there is an ambiguous proof on the damage 2. improper documentation.
  So, We will try to get the official documentation from previous company, Sharper Solution, how they complete the inspection and reported to the ******* because ******* dispatched different company with the one time consent for physical damage repair but ,somehow, repair company rejected. 
  
  Thank you. 
  

   

  
  

  Customer response

  08/08/2023

   
  Complaint: 20386938
  
  I am rejecting this response because:
  

  The damage to the refrigerator was caused by Moonrise Tech and as such the repair is not warranty work and is the responsibility of Moonrise Tech. Attached please find a photo provided to the customer by ******************** taken before the damage showing no damage. Also included is a photo provided by the customer taken right after the damage occurred and submitted to Moonrise Tech as proof of damage.

  Thank you for your prompt attention to this matter.

  Edit: Unfortunately resizing of the files is proving to be a problem and since there is only 30 minutes to complete this response there will be no photos at this time. However Moonrise Tech has a copy of each photo already.

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

  Customer response

  08/08/2023

  ******* has referred me to the service center for help with these damages. 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 2023, I contacted MOONRISE TECH LLC in an effort to have warranty work completed on our newly purchased ******* Oven. The person answering the phone informed me that I needed to contact ******* for a service ticket number. He assured me that his technician would be able to fix the issue by July 25. I contacted *******, and after 4 hours on the phone, a service ticket was generated, and a service date of July 24 established by *******. This date came and went, no service. I contacted MOONRISE TECH LLC on July 24 and was informed that the service would be completed on July 25 or 26, no service or contact on either date. I called the office on July 26; the person began yelling about how busy they were and how he had the parts on the shelf and there would be at least another two-week delay and hung up. I called again and the same individual again yelling about how many customers he had, stated that he was too busy, he didn't like my attitude, and he was not going to complete the work. He cancelled the assigned service number.

*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. ↩