Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 5, **** ***** came to my rental house as the washing machine was not working correctly. He asked for $450 to order parts. Told me that it would ***** days to get the parts. The end of the month, I was called and told he would meet me on Monday between 10-2 pm. He was a no show. I called, left 3 messages. Was called the next day, and stated he would meet me at the house on Sept 30. He came and put rods in the washing machine, and left. He was at the house maybe ***** minutes. After **** left, I ran a load, and the washing machine was NOT fixed. I called 3 times, and a female texted me that she would call me at 10:10 am the next day. When she called, she stated that I needed to run 5 loads to break in the rods. When I purchase the washing machine the rods were brand new, and I wasn't told to run 5 loads. The machine worked the first time I used it. I told them that I needed them to fix the machine. They never got back to me, After 2 more phone calls and no response. I called another company. They came out, and replaced the rods, stating that the rods that **** put in were the wrong ones for my machine. Their business model is not conducive to customer satisfaction, They just want your money, and don't care about fixing your equipment.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  ********* came and required to be paid upfront for the repair and he mentioned he would need to order the parts. Paid in full the $650 to order the parts and return. He never has returned with the parts and never accepts any calls.

  Business response

  07/16/2024

  We went out to the customers on the first time June 20 looked at the stove explained that parts can take 7 to 14 business days not including holidays or weekends. I have text showing Ive been in communication with the customer. One of the parts has come in today is 16 business days we explained to her that due to the Type of stove she has its a special order sometimes it can go a little past the 7 to 14 business days. I have all this in a text which I can provide all the text evidence. We do have one of the valves and were just waiting in the other valve, but we stated in the beginning 7 to 14 business days this may take a little longer because you have a specialized stove.

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  C M
  
   
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Technician came out and evaluated my broken washing machine almost two months ago. He diagnosed it as a bad agitator needing replacement and that he would need to order the part. He said it would be $315 and it need to be paid upfront so he could order the parts and come back to do the repair. He said he would send a receipt when he got back to the office. I never got a receipt and he has not showed up since. I have tried several times, including today to contact him to get my money back because I had to have a washing machine and got someone else come to repair it. I need someone's help because he doesn't have an office for me to visit and get my money back.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Demanded payment up front July 28 for a job that has not even been started. Told me my washing machine was fixable, found out that was a false statement. ****** get them to refund the job not rendered and cannot get them to respond with anything but threats of harrassment.

  Business response

  09/07/2023

  ON July 28th we went to *****'s home and looked at her washer and determined it needed a new inner metal tub which is a special order once they have the tub instock it will be shipped out. When we state this is a special order because the company has it on back order we let the customer know that once they get it in stock it will take **** Working days not business to receive. The front office spoke to ***** twice in July for updates and it was stated to her that due to the type of part it was back ordered and the size of it takes longer to ship once they get it in because of the weight she stated she understood. The last time the office spoke to ***** on 8-26-23 she was accusing us of elderly abuse and being scared. I said I can assure you that we are not committing a crime due to a part not coming in when she believes it should be in it was stated at the beginning about the back order she was irate and yelling not allowing the office to speak and hung up on us. ***** then had her daughter call and make accusation against the company and yelling and screaming at the front office staff not allowing them to talk. They let the daughter know they had spoken to her mother on different occasions and she kept yelling. The office stated that if she kept calling and saying the things she was saying yes they would file harassment on the daughter. The office never said this to ***** if ***** would had stayed on the phone she could have heard that we would be willing to get another used washer so she would not have to wait. I also have text with the daughter and her false accusations.

  Customer response

  09/08/2023

  The statements made by whomever was inaccurate.  Attached is the text between my daughter and "******".  The only one that ever mentioned "elder abuse" was *************  She also failed to mention that when the repairman came out, he lied and stated it just needed a drum.  The washer was deemed unfixable by another REPUTABLE appliance repairman.  Furthermore, NEVER did anyone EVER offer a resolution regarding this to either myself or my daughter.  They were given multiple opportunities to speak and instead of offering resolutions, they made threats to my daughter of filing harrassment.    To trust his word was my mistake to begin with.  I went into this in good faith, just to find out there was no way the washer was fixable with or without that drum.  Furthermore; I, as well as my daughter requested the tracking number to see not only when the drum was ordered but when to expect it in, which was never provided.  It has now been 28-"working" days and still silence.  Again, trusting dishonest people.  Since knowing the washer was not fixable, it has now been replaced.  I do not know of too many people who are able to wait 3-6 months for a washing machine. The ONLY thing that will resolve this issue, at this point is a refund for the service not being disclosed honestly and not performed.

  Business response

  09/09/2023

  Miss ***** never spoke to ****** regarding the allegations that was made it was all by her daughter on the phone not in Texr. Thats why *************** had to follow up with a text letting her know that what she said  on the phone was not appropriate. Also, ***** was not in the room and her daughter called and spoke that way to the company the company.If she agrees to 250 because that was what she paid minus the service call the technician did go out there spend his gas spend his time and everything else she can get 250 thats minus a service called. Also she has to agree her nor her daughter, or anybody else will sander the company and any negative ways or yes, there could be a lawsuit of false allegations and slander.in the future if you would like a company to refund you or do something, I suggest that you dont hang the phone up on them after yelling at them multiple times you talk it through with them and they could offer you some kind of resolution to yell at somebody and hang up the phone every time is not the way to get a resolution. 

   

*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. ↩