Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sent a person to fix a dryer that was not heating up. Now the dryer throws my breaker. Do not want to have a fire.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ********************************* was sent by Home Shield home warranty. My refrigerator went completely out- manufacturer warranty is expired. ****** from ** checked fridge and sent his report to Home Shield, I was not provided a copy although I paid $150 toward the service call. Home Shield advised the systems detailed as being the problem, were covered by the an extended portion of the manufacturer warranty and I was referred to ******** Home Shield said could not provide the report. ******* advised the manufacturer warranty expired and refused further unless I provided proof the part failing was a part covered by the extended warranty. I contacted ** ********************** and was told it would be emailed by end of day. It was not sent. Home Shield said the rpt HAD to be provided by ** **********************. They contacted ** and were told the same- end of day. I contacted ** 4-5 times and Home Shield contacted them 7 times. We are always told end of day and the report is NEVER sent. ****, MS Appliance Services Manager, told me and Home Shield numerous times he would provide the report, which I ABSOLUTELY NEED for my fridge repair and warranty-- HE FAILS EVERYTIME. It is very easy to send an email and provide customer care. I have been without a fridge for 4 weeks now, dealing with this issue, and living out of an ice chest in my kitchen with a family of 4 in ***** degree weather. ********************************* has ZERO customer care, ZERO customer service and no empathy. Simple fix- send an email and they refuse. I need the report to have ******* honor their warranty. Honestly, every company involved should be reported, none provided the service they are to provide. Home Shield refuses to provide the report, which they have, despite knowing ** is refusing to provide it. Thank you for any help you can provide- times are tight and I cannot afford a new fridge, especially when I have warranties and home warranty services that are supposed to protect me, the consumer, in times like this. Thank you.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was assigned MS ********************** Service through American Home Shield. They called me to set an appointment for the next day. On the initial phone call, I asked if the home warranty company would cover the parts for my fridge, as I had not looked myself. He disregarded my question and insisted on coming to my house to *****, even though I explained what it was over the phone. The guy came out looked at my fridge for 2 minutes, then said he was going to submit the report to the home warranty company. This is where I realized what a scam this company is.. I get an email from the home warranty company stating that the contractor noted that the fridge was damaged due to signs of "physical abuse". I was confused, as the fridge drawer was damaged from normal wear and tear. This is where the scam is, AHS charges $125 for the tech to come to your house for an "assessment". MS ********************** Service apparently does this all the time. One quick look at their Yelp page has over 100 reviews all noting the same thing, house visit with a report after saying physical abuse, because apparently that is the one way AHS denies all claims. I would be shocked if this guy even knew how to fix an appliance because the whole goal of the home visit is to defraud AHS and the client out of the fee for the assessment. This business is a total scam. Beware if you are referred to them by AHS. You can ask for a different contractor.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted my home insurance company to repair my refrigerator and they sent MS Appliance Services. Our door will not close properly. MS ********************** came out and told my daughter that an original part was not installed properly by the manufacturer and that over time it has caused the hinge to break. He said a new hinge would be a temporary fix and that we need a new door but wasn't sure if the insurance company would pay for it, but he would submit the report and see. I got a phone call 24 hours later from my insurance company saying in the report MS ********************** claims that I caused damage to the door and therefore my insurance company is denying my claim. There is no damage to my door other than the hinge is broken. How on earth could I have done that myself? And why did you give us a different story about what is wrong with the door? Why did you lie to the insurance company? I tried calling MS ********************** to find out what was going on and they won't return my call. This company is unethical and looking at the other complaints I don't know if they actually do any work or are just running a scam to get the initial diagnosis visit payment.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have a refrigerator that wasn't cooling and the digital control panel was blanking out going on and off. Ms appliance came a week later and said they would put in an order for repair with the Insurance company. I waited a week and called MS but I only got an answering machine. I waited for their response but nothing. Another week had passed. I contacted them again and then waited. 2 days later I received a response from my Insurance company that the Authorization was Approved and to contact MS to fix. I called MS and left my info for them since they never answer the phone. 10 days pass with no response. ******************** also could not reach them. Since the initial service request was called in it has been 7 weeks. I had to buy a small refrigerator as a back up to keep all the food from going bad. This situation and lack of communication is bad and I can't understand how a business can operate like this.

*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. ↩