ComplaintsforAppliance Hospital

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service tech came to appointment and failure to listen to concerns I have related to the issue we are having with our dishwasher. He was inpatient, rude, very unprofessional in his actions. He left the appointment and informed the warranty company that there was no issue, now the warranty company wont approve another service call. I have a video of the issue, that proves our dishwasher is damaged. Call the appliance hospital and report the issue, I was a supervisor would follow-up with me, but it might take a while because of many complaints related to service work, wow really not surprised.

  Business response

  01/11/2024

  Hello, If ************** is on the phone during a service visit that is not related to your service; it is completely unacceptable.  We are reaching out to your extended warranty company to get them to assist us in resolving the issue.  We apologize for the experience you had with **************.  *****

  Customer response

  01/11/2024

   
  Complaint: 21118475
  
  I am rejecting this response because: this business isnt providing a path forward to getting our dishwasher fixed.  tried to attached a video of the noise our dishwasher makes but the system wont let.  Appears the following phone call by manager was another disappointment 
  
  Sincerely,
  
  *****************************

  Business response

  01/17/2024

  ******************** can certainly reject our apology, but we wish for him to get a resolution to his dishwasher noise.  We have turned the issue over to his extended warranty company for resolution, but confident they require a call from ******************** to dispatch another service provider.  We are using the complaint as a training opportunity and understand why ******************** would not wish to have him in his home again.  *****

  Customer response

  02/01/2024

  A service appointment was arranged by my warranty repair company to once again have the issue with our dishwasher fixed. Appliance hospital was contacted to do the service work again, the tech show-up at our home unannounced, once again the tech started of the appointment by being rude to my wife, my wife talked to the tech and his tone changed. Informed my wife that the drain pump was starting to go bad, but not bad enough to replace. The tech then left, I reached-out to the warranty company and explained what the tech told my wife. They informed my wife that in the report sent too them by the tech it stated there was nothing wrong with the dishwasher and was solely focus pictures of the a small of wet food inside of the dishwasher. Its really disappointing that the customer service rep stated a manager would follow-up with a phone to address this it and never did.

  Business response

  03/05/2024

  ******************** expressed that he did not like ************** and did not want him back.  ******************** was advised to contact his extended warranty company to have another service provider dispatched to resolve the concerns he has with his dishwasher.  Extended warranty companies require they dispatch all service request.  ************** did test the product for approximately 30 minutes on 12/29/2024 and the unit was working properly.  Problems can be intermittent and it is probable there is an issue that must be resolved. We again encourage ******************** to contact their extended warranty company for resolution.  Thank you!  **********;

  Customer response

  03/12/2024

  I want nothing to do with this questionable service provider, their poor service lead the warranty company not wanting to fix our faulty appliance.  Sadly, looks like because of the questionable report submitted appliance hospital to the warranty company they wont allow another service call.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction: October 27, 2023 Amount of money paid: $142.22 Appliance Hospital was committed to providing a diagnosis and estimate of repair for my Maytage dishwasher.I have attached a separate PDF document explaining the nature of the dispute in greater detail.Invoice number: 233539-1

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally express my concerns and dissatisfaction regarding my recent experiences with Appliance Hospital. This letter serves as a complaint and request for your assistance in resolving a situation that has arisen due to a dispute over services rendered.I engaged Appliance Hospital for the repair of a microwave oven, and the circumstances surrounding the service provided have left me deeply dissatisfied. In this letter, I aim to provide a detailed account of my interactions with the company and the issues I encountered, ultimately leading to a bill of $315.31 that I am reluctant to pay and has been turned over to collections.I initially contacted Appliance Hospital when the power button of my microwave oven malfunctioned. They promptly addressed this issue, and I paid for the repair, which, unfortunately, only remained functional for a few months. This recurrence was followed by a separate incident involving the same power button on the same microwave, for which I also sought Appliance Hospital's assistance.The technician examine the microwave oven again when it malfunctioned. Parts were ordered, and further visits were made to address the microwave's problems, resulting in a total of three separate service visits for this single appliance. Despite the multiple repair attempts, the microwave continued to experience recurring with the power button, leading to frustration on my part.I engaged another service provider, who successfully repaired the microwave's power button, the first time resulting in a permanent and functioning solution. Subsequently, I attempted to negotiate with Appliance Hospital regarding the outstanding bill, which had accumulated to $315.31, a considerable sum given the microwave's approximate new retail value of $600. I was willing to pay for the cost of the replacement parts and offer compensation for the technician's time spent. However, it became apparent that Appliance Hospital insisted on charging for labor, even in situations where their technician's attempts failed to yield a satisfactory repair.I believe it is important to highlight that I was genuinely open to reaching a fair resolution, but it was increasingly evident that the technician's methodology did not address the root cause of the issues, leading to repeated, costly, and ultimately ineffective visits.I have decided to refrain from paying the outstanding bill of $315.31 to Appliance Hospital due to the multiple, unsuccessful service attempts and the discrepancy between the provided service and the compensation requested. I hope that the Better Business Bureau can assist in mediating a resolution to this dispute.I kindly request that you investigate this matter, considering the merits of my complaint, and work towards a resolution that is equitable and fair for all parties involved. Your assistance in this regard would be greatly appreciated.Thank you for your attention to this matter.*********,*********************

  Business response

  10/20/2023

  Good day,  We have been unable to reach **************** to resolve the concern.  What we found is that we were not able to repair his microwave satisfactorily and he should not have been charged for the service.  We should have only charged for the trip and diagnosis.  Our original charges were in error and are correcting this mistake.  Thank you!

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our tenant reported around 5-12-2023 that the electric oven at our rental unit stopped working. I called the customer service of the manufacturer, JennAir, on 5-14-2023, and they arranged an authorized repair shop to come out and evaluate the problem. The authorized shop, Appliance Hospital, came out on 5-15-2023, and told the tenant the problems: electric panel stopped working, and the door was not closing properly. I was told II would get a quote for the repair. I approved the work on ****. On ****, I received the e mail that the parts are back ordered and the don't know when the parts will arrive. On Jun 20, I called Appliance hospital and they were going to call the tenant to schedule for the repair, and was scheduled for ****. Then they canceled the repair without contacting me. I heard it from the tenant. After multiple phone calls, appliance hospital said the electrical panel part was in, but the oven liner was in back order and they didn't know when it would arrive. it was the first time we heard that the oven liner was a problem and sent an email on **** regarding the oven liner and asked us to look for the part, if we liked. We (my husband and I) called and asked them to replace the electrical panel so at least the oven will be functioning, and they said no because it was their policy to wait for the all parts to arrive. on ****, our tenant asked for the update. we called Appliance hospital and asked for the update, and were told they are still waiting for the part. WE asked them to fix the electrical panel at least so that the oven will be functioning and were told again no can do and only after multiple back and forth, were told that the supervisor had to ok it. We called JennAir to file a formal complaint that Appliance hospital has not made sincere attempts to neither order the parts nor fix the oven. Then we were transferred to the part department and told that JennAir part department indeed has the oven liner and is available.

  Customer response

  10/16/2023

  Good afternoon,

  Appliance hospital finally fixed one oven problem but now told us there is a new problem.  They are unreliable, unresponsive and engages in poor business.   They need to be flagged and the public needs to know of their business practice so the consumers stay away from them.  
  

  thank you

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against The Appliance Hospital of ******, **, regarding their unprofessional and unethical handling of my dishwasher repair, which has resulted in significant inconvenience and frustration.On December of 2023, a technician from The Appliance Hospital diagnosed a faulty motherboard in my dishwasher during their visit to my residence. They assured me that the necessary part would be ordered. However, after a six-month wait, I discovered that there was no record of my issue in their notes, their only note say that I needed to use dishwasher liquid and they had not information about the motherboard. Shockingly, they now claim that the machine is out of warranty and refuse to provide further assistance.The Appliance Hospital's lack of communication and failure to address the issue until the warranty expired is deeply concerning. Their lack of transparency and neglect in keeping me informed throughout the repair process is very unprofessional.I request the following actions:Conduct a thorough investigation into The Appliance Hospital's mishandling of my case, including their failure to document the reported issue and lack of communication.Encourage The Appliance Hospital to either repair my dishwasher at no cost or provide a suitable replacement.Ensure appropriate compensation for the extended period without a functioning dishwasher and the resulting inconveniences.I trust that the Better Business Bureau will promptly address this complaint.Thank you for your attention to this matter.Sincerely,JulianaVcichy

  Business response

  07/17/2023

  Good day,

    We made a visit to service the ******* dishwasher on 12/16/22 to resolve a service complaint of the dishes not drying.  **************, while onsite tested the heater and auto-*********** and found to be operational.  Tested the product in the diagnostic mode with all components functioning and no error codes present.  ************** found that the ******'s were not using rinse aid and he advised that it is crucial to use rinse aid to get the desired rinse and drying result.  He made no assertion that any parts were to be ordered and found the product functioning as designed.  He completed his service request at that time.  If there are future service issues we have recommended that they contact the manufacturer for resolution.  *****

  Customer response

  07/23/2023

   
  Complaint: 20318106
  
  I am rejecting this response because:
  They are only saying the partial truth. The technician said that the machine stopped in the middle of the test, and that he had never seen that happen before. He mentioned that there was a problem with the 'motherboard' and that they will have to order a new one. He even called someone to ask about it while he was in my kitchen, and he took the time to explain to me what was happening. At that moment, the technician was very nice and professional, and I trusted his word.
  
  I know nothing about dishwashers, so how will I know that they have a motherboard? The guy did mention that using rinse aid could help, but he was still going to order the new motherboard. That is why I called asking for it. Why would I call back if I wasn't waiting for it? And the technician didn't even stay to test it with rinse aid to see if the problem was solved. He just suggested to use it while we wait for the motherboard. He said it could help some. 
  I really don't understand why they are not telling the full story. Why would I call later to ask what happened with the order of the motherboard if they had not mentioned it? During that visit, they told me they would be back. I really don't understand how they are now saying that there was not a problem and that they cannot do anything because my GE is now out of warranty. I started the process when my GE was under warranty. It makes me think that they didnt send the info to GE on time, and they missed the warranty window. I feel that this company is not trustworthy, and they are lying.
  
  Also, the technician did not try the rinse aid to demonstrate that it solved the problem. But he did say that the moisture could be due to the motherboard quitting in the middle of the drying cycle. I am very upset because they are only telling part of the story. Only partial truths, and they are washing their hands. I feel like I should have recorded the interaction. This is just wrong.
  Sincerely,
  
  *************************

  Business response

  08/17/2023

  Good day, unfortunately we left our visit with a recommendation from the manufacturer, which is a requirement to use rinse-aid.  Rinse-aid was not being used and we are not able to order and install parts not needed.  ************ request was closed.  We are confident the technician provided information of possible causes of the issue the dishwasher is having including the element, controls, etc.  All functions checked that they were operating properly. We discussed the issue with the attending technician and he felt he was clear with his finding, his recommendation, and his communication.  We now recommend the manufacturer be contacted so that they can resolve the issue to your satisfaction...they are responsible for the design, warranty, and your satisfaction.  Thank you!

  Customer response

  08/22/2023

   
  Complaint: 20318106
  
  I am rejecting this response because: I dont think I will ever be on the same page the Appliance Hospital. company. I had a completely different experience with the way communication went. If the  Appliance Hospital technician had communicated efficiently and clearly, I would not feel the need to contact the BBB. The  Appliance Hospital also seem to have difficulty understanding that this feedback from my experience is not favorable. I hope others read my review and understand the risk they will take by using this company. If you decide to use the  Appliance Hospital services,there is a significant possibility that you will lose your warranty window because they will provide you with the WRONG information.
  
  Even though English is my second language, I work in communications, and I understood everything the technician said. I am sure they told me that the motherboard of my dishwasher was stopping in the middle of the cycle and that he had never seen that happen before. The next step, as I understood it, was that they were going to talk with the manufacturer and order a new motherboard. That's why I called them to ask when I would get the new motherboard. So, it's obvious that they did NOT communicate to me what they are now saying they told me (they should have put the information in writing too, but they didn't). I understand they dont want to do anything about this, so I guess I just have to move forward and will NEVER use or recommend the Appliance Hospital.
  
  ~Thanks BBB for trying to help with the situation. Even though this didnt go anywhere for me, I hope this info is useful for others.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled service with this company for dishwasher repair. I went through KitchenAid website because I still have a partial warranty and this was the only local service company that was given to me for warranty service. They came out and charge $282.73 for labor - the part itself was covered by warranty. They did NOT fix the problem. The washer is still having the same exact issues as before the service visit. I contacted the company and asked for a followup visit to address the issue. I also asked that since the first visit cost $282.37, but clearly did not fix the problem, I would like to know how that charge will be addressed. I asked if that amount was credit toward this second visit? Their exact response (email) was, "Unfortunately, continued issues are very common in appliance repairs as some issues do not rise until another portion is fixed. The amount you paid on the last service, covered the labor portion of the repair (Kitchenaid paid for the part). Any continued work is at a continued labor rate."This is an unacceptable outcome. This company has taken $282.37 and did absolutely nothing to actually fix what they were hired to do. I paid $282.37 for Appliance Hospital to fix my dishwasher. Appliance Hospital failed to do the agreed upon task - repair the dishwasher. And yet they are insisting on keeping that money and refuse to apply it a future visit to actually fix the same problem they failed to address on their first visit. At this point, I have no desire to continue to use this company. As such, I would like a refund for the service that I paid for, but not receive.

  Business response

  05/11/2023

  Good day,  Our customer care manager has been working on this issue as it was determined information we provided the customer was incorrect.  We were wrong and wish to apologize and will be offering a resolution that the customer desires...either return and repair or a refund.  *****

  Customer response

  05/26/2023

  Complaint ID: ********
  
  As you can see below in the email exchange, the business said that they would reimburse me on 5/12/23.  Its been two weeks and I have not received my refund yet or any conformation that the check has been mailed.  
  
  
  Begin forwarded message:
  
  From: ******************************************** <***********************************>
  Subject: Re: Schedule Second Visit
  Date: May 12, 2023 at 4:14:09 PM PDT
  To: JHP99 <************>
  
  I will have our accounting team get that going for you all!! 
  
  On Fri, May 12, 2023 at 2:29 PM JHP99 <************> wrote:
  Thank you.  We paid by check.  You can mail a refund check to the address on the invoice.  
  
  
  On May 11, 2023, at 3:41 PM, Mirannda ************* <***********************************> wrote:
  
  I completely understand and take full accountability for the poor response to your needs by our customer care team and will issue you a full refund. 
  
  The response you received goes against all our core values here at The Appliance Hospital and is not acceptable. Please know that this is being taken very seriously and will be addressed with our office staff.
  
  The refund will go back to the same card you used to make the payment. I will send that request to our accounting department right away!! 
  
  I appreciate your time today.
  

  
  

  Business response

  06/12/2023

  Good day,  I have confirmed that a refund was requested through a bank bill pay.  I also see that our office manager communicated this information to the *******.  We would ask that if the refund in not received by 6/15/2023 to contact our office so we can put a stop pay on the check and reissue the refund.  Thank you, *****

  Customer response

  06/12/2023

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

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an absolute, dangerous nightmare with this company. We had a valve replaced on our oven a few months ago and after a few hours my fiance came home to a gas leak. After a few days the technician was able to come back and admitted he did not check for leaks and did not initially properly seal the valve. We were upset but when we had another problem with this valve we tried to use the warranty, hoping that this technician would be more careful. For a second time, after the repair I came home to my house smelling like gas. This carelessness could have killed us and our dog, and we were symptomatic for natural gas poisoning. Fortunately we were able to shut off the gas ourselves both times. We are fearful for this happening to somebody who is not able bodied to move the oven and to do that themselves, as when we called after both leaks they said nobody was available that day to fix their mistake. The technician came back today and confirmed it was a leak in the same valve, refused to take ownership that it was his mistake, no apology, and when we asked if he had used his sensor to make sure it was not leaking before hed left he said I am pretty sure. Pretty sure is not good enough when it comes to literally putting our lives and the life of our dog at danger. Twice. This company is dangerous and careless when it comes to the safety of customers. Bottom line is there was the same, repeated mistake that could be potentially life threatening for others, and appliance hospital is not taking it seriously.

  Business response

  03/21/2023

  Good day, it is unfortunate when a newly replaced part fails as happened in this instance.  ************** confirmed the part had failed and we will be replacing this part at no charge to the consumer.  The leak was not as a result from carelessness as his connections were proper with using the correct sealing methods.  The part is what failed.  We are thankful that the *********** turned the gas off to the product until we can resolve the issue.  The failed part will be returned to the factory for evaluation.  *****

  Customer response

  03/21/2023

   
  Complaint: 19559889
  
  I am rejecting this response because: the technician failed twice to check for leaks before he left his work, the business took a week to respond to us and has yet to take ownership of their mistake and lack of protocols, and they are saying they cannot schedule a new technician to come out, and the same technician is not available until the beginning of April to see us. We are clearly not a priority even though we have been put in danger twice, and because of his carelessness we have no means to cook food now for almost a month. My partner has multiple food allergies so we are having to spend way more money on takeout than we can budget for, especially being new homeowners and planning a wedding in a month and being on a tight budget. How this company has handled this with a lack or urgency and accountability is atrocious and dangerous. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to bring to your attention a highly unsatisfactory and unacceptable experience I had with Appliance Hospital located in ****, **. On January 30th, 2023, I received a dishwasher preventative recall service from technician *****, however, this service appointment resulted in my dishwasher becoming completely unusable with the error code "E1, F9".I immediately contacted Appliance Hospital after noticing the error within 10 minutes of the service, with the intention of restoring the normal operation of my dishwasher, which was functioning perfectly before the service. Appliance Hospital informed me that they would need additional parts and scheduled a follow-up appointment for February 13th, 2023 to fix the issues caused by ***********During the follow-up appointment on February 13th, 2023, ***** came to resolve the dishwasher error code. Regrettably, during the process, he crushed ice in the garbage disposal, causing the garbage disposal to leak and become broken after the service, which was functioning flawlessly before the service. Although ***** managed to restore the dishwasher to its previous functional state, the damage to the garbage disposal was significant and beyond repair, the sink is now unusable. Adding insult to injury, ***** requested a fee of $300 for the follow-up service to fix the issues he caused, which I consider to be unreasonable and unacceptable. I should not have to pay for repairs caused by the technician's flaws and mistakes.I am seeking compensation for the replacement part that will be required for the garbage disposal repair, as well as a cancellation of the $300 repair fee. The unprofessional behavior and the apparent attempt to cause defects in other products is unacceptable and completely against industry standards.I am confident that the Better Business Bureau will take the necessary steps to rectify the situation and bring justice to my case. Thank you for your time and consideration.

  Business response

  02/24/2023

  Good day, we did perform a rework on **************** dishwasher.  We had no issue performing the service.  ************ called back with an error related to a drain error and ************** immediately returned and found their drain line clogged with sludge and gunk which ************** was able to clear...this is completely unrelated to the service performed and the technician did request payment.  ************ refused to pay and the work was written off with no invoice amount due.  The technician provided information on how to clean his disposer which using crushed is is always recommended.  We have absolutely no responsibility for drain and/or plumbing issues.  Aged appliances can and will fail, but ************** did not contribute to the additional failures with his appliances.  *****

  Google search: Will ice ruin my garbage disposal?

  Grinding up ice cubes will not harm your in-built sink appliance. It is not only safe but can also be an effective way to clean your disposal. For an eco-friendly grime-fighting solution against gooey food left-overs on the blades, ***** recommends using a combination of ice cubes, lemon slices, and cool water. Mar 15, 2021

  Customer response

  03/03/2023

  Dear Better Business Bureau,
  
  I respectfully disagree with Appliance Hospital's response to my complaint. Their explanation is inaccurate.
  
  The business claimed that their technician immediately returned to address the drain error, but this is not true. I contacted Appliance Hospital within 10 minutes of ***** leaving my house due to the "E1, F9" error on the dishwasher. I was told that additional parts were needed, and the process would take at least a week until a follow-up service appointment could be scheduled for February 13th, 2 weeks after the initial contact. This is not an "immediate" response.
  
  I was not informed of any charge for the follow-up service before the technician completed the fix on February 13th. Only after the service was performed and the garbage disposal was damaged did ***** request a fee of $300 to fix the issues he previously caused. This charge is unreasonable and unacceptable, and I should not have to pay for repairs caused by the technician's flaws and mistakes.
  
  The business statement that they have no responsibility for drain and/or plumbing issues is incorrect. As a service provider, it is their duty to ensure that their work does not cause additional damage or issues. The fact that their technician caused damage to my garbage disposal, resulting in a plumbing issue, is a clear indication that their work was not performed correctly, demonstrating a lack of knowledge and professionalism.

  Business response

  03/21/2023

  We are sorry that the ****** disagree with the work we performed and the issues following.  We were there the perform a task that the manufacturer required and they or we are not responsible for the holistic operation of the product.  The drain was clogged with debris, gunk and sludge...out technician did not cause this. We did not work on the disposer and struggle understanding why we would have any responsibility for that product.  We cleared the drain at no charge even though this was not our responsibility.  We stand behind the work performed and the additional work performed at no charge the this consumer.  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought a BEKO dishwasher from ******************* Appliance in Jan 2022. In mid Oct this dishwasher stopped working. Appliance Hospital is the company referred to me by ******************* Appliance . I contact Appliance Hospital and they came promptly in 2 days. The technician mentioned repair is under warranty and needs some parts. He mentioned can't give a timeline until we order the parts. We didn't hear back for a month, so called Appliance Hospital to get ETA, they said they couldn't tell ETA as BEKO doesn't give ETA. Frustrated in Dec I went to ******************* and asked them should I give up on that machine and money put. They recommended contacting BEKO directly. So I pinged BEKO. **** asked me for order number so they can get ETA from ***************** I called Appliance Hospital and they rejected to give me any info. So I asked BEKO to contact them. **** later replied, saying the order number they gave doesn't exist and that **** has asked them to reorder. It's been 1 month and I now have no update from any company. Even after having a warranty, I am stuck with a broken machine and no clue Appliance Hospital even cares about fixing the machine.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  called Appliance Hospital with a problem on the oven ignitor on our blue star gas range. Described and recommended specific part. The service person came(March 18 2022) without a part. analyzed the problem and agreed on the part needed. Charged me $119 for visit. Follow up visit was scheduled for March 29. AH called the day before and said employee was ill and rescheduled for April 4. Same thing, same story reschedule for April 13. Same thing, same story reschedule for April 25. Finally scheduling person admits that "they are no longer servicing this area". End of story. No repair, no solution, admitted lie. I want my $119 returned. I emailed them and no response.

  Business response

  04/22/2022

  Good day,  we are discontinuing service the market because of labor inconsistencies.  We are however attempting to finalize current service request in the system and seems this was miscommunicated.  We spoke to ************** yesterday and will be refunding the service call amount.  *****

  Customer response

  04/22/2022

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

*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. ↩