Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paradise was called to service a 2 month old Maytag washer on 12/21/24. They have delayed service appontments twice due delay in receiving parts and have canceled service appointments twice since then: January 2nd and today January 7th because of staffing and scheduling problems at Paradise. Maytag insists they are the only service I can use but they are completely unreliable.

  

  Business response

  01/13/2025

  We sincerely apologize for the inconvenience caused by the cancellation of your appointment. Your time is incredibly valuable to us, and it is never our intention to disrupt it.  
  Due to the nature of the current times, availability has been affected in some areas and we try our best to accommodate all our customers with a faster turnaround time.
  Our records show that you recently spoke with one of our supervisors and you currently have an appointment for Tuesday 1/14.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have now had two instances where Paradise appliance has not provided good service to me and have not properly fixed both of my appliances(stove and refrigerator). On the first occasion, they charged me $149 to come out to diagnose the problem with my stove. Upon returning for a second time to see out the repair, the technician told me that all the problems were fixed and the stove was working properly. I had to leave town that same day but upon returning back, I noticed that the stove was still clicking upon turning on the flame and the clicking would not stop unless all the eyes were off. I contacted Paradise Appliance and they wanted me to pay another $149 for someone to come out again and see what the issue is. My stove still clicks to this day The second instance where I again, paid them $149 to come out and look at my Jenn-Air refrigerator that was not cooling at all on either side. The technician came out, diagnosed the issue and I decided to move forward with the repair. Upon doing so I had to pay a $390 deposit to even give the option of booking an appointment. So I booked the appointment and my repair window was from 2pm-5pm. I have already had to lose out on a days worth of work as I had to be present for the repair. I THEN received a call from Paradise saying that their technician would not be able to make the appointment and I had to reschedule. They do not offer appointments on the weekend so rescheduling would require me to miss a day of work. The technician some how ended up still coming to the appointment after being told he wouldn't and proceed with the repair. Upon completion he told me that I need to give it until overnight and the fridge will be back to regular. I woke up this morning and the fridge is still hot and not cooling. I asked for a refund and they said they can not do that. They can send someone else out to fix it which would require me missing another day of work and money.

  

  Business response

  09/06/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. 
  
  We were able to see the records in our system regarding your stove. Our records show that a technician installed parts on 6/17/22. We received a call from you on 6/27/22 advising you were still having issues with your appliance. Our representative informed you that we warranty our work for 1 year and if there was something different it would incur the 149, she also created an appointment for 7/5/22 which you cancelled online on 7/4. We emailed you on 7/5, 7/7, 7/11, 7/13 and 7/19. We also call you on 7/15 and 7/19 to reschedule your appointment and left voicemails but we never received any reply to attempts to at contacting you.
  
  With respect to the repair of your refrigerator, you currently have an appointment scheduled for Saturday, 9/7/24.  A Field Service Supervisor contacted you and coordinated this appointment with you.  Although our company is not open on Saturdays, technicians can voluntary to work on Saturdays.  We are glad that there is a technician working on Saturday, 9/7/24, and that we were able to accommodate an appointment for you.  We look forward to completing your repair. 

  Customer response

  09/06/2024

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

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 Whirlpool washer (new in relative terms, but out of warranty) has leaked twice and shakes aggressively. I made 3 service appts for each issue. On the first service appt (after the first leak), the tech opened the washer up and looked around but said he found nothing wrong with it, and charged $150 for the service appointment. On the second service appt (after the washer began shaking aggressively), a different tech came and ran a quick cycle where the washer did not shake aggressively. I showed the tech a video of how it looked and sounded when shaking aggressively and told him it leaked before, so I wanted to get it repaired so it would not leak again. The second tech told me that because it was not shaking aggressively during the quick cycle he ran, there was nothing for him to do. On the third service appt (after the washer leaked for a second time) the same tech who came for the second appointment arrived. The tech visually looked at the exterior, said it looked off balance, but that two techs are needed to fully evaluate the washer because they need to take out of the tray. He gave me an estimate for $270 to have two techs come for a fourth service appt just to evaluate the washer. Three visits and $150 spent with nothing diagnosed or repaired. Paradise is now asking me for an additional $270 to evaluate the washer. Paradise has wasted my time (which is valuable) and are now also trying to financially take advantage of me by asking me for significantly more money to do what they should have done on the first, second, or third service appointments. Ive already paid Paradise $150 to come out and diagnose the issue with my washer. They have not done that. The last tech emphasized that the additional $270 will not include the cost of repairs, just to diagnose. I have a baby and do a lot of laundry. This is extremely frustrating. I expect Paradise to bring whatever resources they need to diagnose the issue with my washer for the original $150.

  

  Business response

  07/18/2024

  Thank you for bringing this issue to our attention.  Our management team has reviewed your service history and has approved a refund in the amount of $149.00.  We have emailed you the details.  We apologize for any inconvenience you might have experienced. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 9th, 2024, I received an email from, Paradise Appliance SVC, in *******, **..I live in *****,concerning a service appointment for a ,*****************************. I do not know this person..but for some reason, my email was being used. I was told this would be taken care of and my email would be removed from this persons account. Well, today May 24, 2024, I received an email regarding service, with the same persons name on the email. I need help..I have called Whirlpool and Paradise Appliance, but with no help. Thank you

  

  Business response

  05/28/2024

  Thank you for bringing this matter to our attention.  We do show that on 5/9/24 you called in and one of our Customer ********************** Representatives removed your email address that was connected with one of our customer's ********************** order.  Since that date, Whirlpool did dispatch a new service order, again with your email address.  I have removed your email from the new work order.  It appears to us that your email address is somehow connected to another customer on Whirlpools' system.  Unfortunately, we are not able to change information for a consumer on Whirlpool's system; we are only able to remove the email address once we receive a work order on our end.  We suggest you contact Whirlpool at ************ to inquire about removing your email from their computer system to avoid any further issues.  We apologize for any inconvenience.  

  Customer response

  06/05/2024

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

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Diagnosis done from tech $149 Verbally explained what to tell manufacturer (whirlpool) of found issue.Whirlpool states tech did not explain this in report

  

  Business response

  05/15/2024

  Thank you for bringing this to our attention.  We have communicated with you via email regarding this matter.  As we advised, unfortunately, we have no control over in which scenarios Whirlpool will issue an out of warranty authorization to cover the cost of the repair. It is my understanding that one of the factors they look at is how long the unit has been out of warranty.  Our technician did try to obtain an out of warranty authorization on your behalf, but it was denied.  The reference number that was provided to you was as a result of that phone call made by the technician to Whirlpool.  The technician noted that the issue is an error code F9E1.  That is same information that was provided to a Whirlpool representative when he called us to obtain information regarding the technician's notes.  If you would like to proceed with the repair based on the technician's estimate, please feel free to contact us.  Thank you. 

  Customer response

  05/16/2024

  The complaint I have is one from your technician, he was informative and helpful but on the other hand and working myself with customers, when advised or told from your employee as what words to say to whirlpool, and in reference the correct words so they will cover the repair.  I dont feel this is right in any way at all.  I was going by what he had said and what to say.  Again, his words were tell them the heater caused the pump to go out and they will cover the cost of a new pump, then we can come back out and repair it.  None of these words were stated in his report.  

  

  Business response

  05/17/2024

  Our technicians can only make a suggestion as what a consumer should communicate to the manufacturer, it is not a guarantee that they will agree to issue any type of concession.  Although the technician's notes do not state which part is needed to complete the repair, it does reflect that your appliance was showing a F9E1 error code which is related to a not draining issue.  The estimate provided does note that a pump and motor assembly is required to complete the repair. If you do not have a copy of the estimate, please contact us so we can email it to you.  We appreciate your feedback as we are continuously working to improve our customers' overall experience with your company. 

  Customer response

  05/20/2024

  I understand with whomever I am dealing with you are held by company policy to say required statements.  With whoever this representative is you werent present along with technician as to hear what was said.  If need be, my family was there and heard what was specifically told from the technician.  I cant control what your technician says and also what he decides to state in a written document.  When it was said to call the manufacturer and tell them what the issue is and they will take care of it, as a customer this should not be said unless this is what will happen.  
  I fully understand the codes, yeas this is what came up.  The pump went out due to the heateragain, your technician told me to tell them this and they would take care of this repair.  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 6, 2024, Paradise Appliance Service (Whittier) had finally sent a technician to provide a diagnostics report on our Maytag Washer (Model: MH3505FW; Serial: **********. The reason for this service request was due to our washer not powering on. The technician (*******) completed his diagnostics and verbally gave two part numbers that were advised as the replacements needed, a Control Panel and a ************* Assembly (W10911040; W11201284). The diagnosis completed by Paradise Appliance Service cost $149.00 in which was paid by check. As I wasn't provided a physical diagnostic report during the visit, I immediately reached out to Paradise Appliance Service and requested the report. Upon receiving this report (Invoice: ******), I noticed only one part was listed to be replaced and fix my washer. I then asked for clarification on which part was needed to be purchased and replace, which I was told was the Control Panel. The estimated cost for parts and labor by Paradise Appliance Service was $567.05. This seemed to costly and mainly due to labor cost, so I ordered the Control Panel and replaced the diagnosed issue myself, having my washer still not power on what so ever. The cost of the Control Panel was $257.93.Frustrated, I attempted several calls to Paradise Appliance Service, in which I had no luck in speaking with a supervisor until after a week and a half of reaching out. Finally, I was connected with a supervisor (******) on March 12, 2024, in which I was told that Paradise Appliance Service is at not fault over this negligence and misdiagnosis. ****** also made it clear that the issue was my fault, for I could have installed the part incorrectly or caused more damage, which is false and further negligent. Being that my washer still doesn't power on, the amount of canceled service appointments, and further negligence, I believe that I should be reimbursed fully for the service charge of $149 & the cost of the part replacement of $257.93.

  

  Business response

  03/27/2024

  Hello ******************,

  We are sorry to hear your Maytag washer is experiencing functionality issues.  Since your unit is no longer in warranty, you were charged our non-refundable service fee of $149.  This fee is to have a technician dispatched to your home, provide a diagnosis based on his assessment, and an estimate for the repairs.  We understand you did not proceed with service at that time and would contact us back if you decided to proceed.  This was on 02/06/24.  I do understand you had two previous appointments that were rescheduled due to the technician calling out those days.  This is as frustrating for us as well and we take all measures possible to get you back on schedule.  I fully understand the inconvenience a cancelled appointment can cause you and we do apologize for that experience.  

  In regards to your refund request, the $149 is non-refundable and we did provide you with the services that are covered under that rate.  I understand you decided to order the part from a 3rd party and replaced the part on your own.  We are not able to guarantee these repairs since it was not performed by a Whirlpool Certified technician as our technicians are.  In addition, we are contractually obligated to order parts only from a Whirlpool Certified Parts Distributor.  No repairs can be warranted if the repair was not performed by a certified technician and part was not ordered by a certified service contractor from a certified distributor.  I understand the convenince and cost savings you may incur for self service however we are not able to be held liable or warrant the repair or part replaced.  I hope this explanations does provide you with more clarity of your case.

  Kindest Regards,

  Paradise Appliance Service

  Customer response

  03/27/2024

  I still stand on my experience of negligence and hope that your business can provide actual solutions for those individuals who take trust in your diagnostics. I however, will never trust in your business again. 

  

  Business response

  03/28/2024

  Good Morning,

  I am sorry you feel that way but the part was replaced by someone that is not certified by the manufacture to assure the part was replaced properly.  In addition we can not guarantee the part you replaced was certified by manufacturer and not a refurbished part.  This is why Whirlpool sets clear standards to assure all repairs and parts are within compliance.  

  We are happy to return to your home to reassess the unit.  Feel free to contact the manufacture if you would like to discuss the standards of compliance with them.

  Kindest regards,

  Paradise Appliance Service

• Initial Complaint

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  BBB COMPAINT FILE 2/29/24 Tech determined that dishwasher needs a new sump pump. Part received within a week, but tech never contacted or showed for scheduled appointment. I had to contact them to find out.Appt rescheduled for the following week between 2-5pm. I called them at 2:15 on the day of the appointment to confirm arrival time and was told tech had 4 more visits before me and would arrive toward 5pm. Called Paradise at 5:15pm to find out status but phone message said they close at 5pm and open at 7:30am. No after hours contact info provided.Received email at 7pm apologizing for missed service and notifying us appt rescheduled for next week.Started calling them at 7:30am next day but no answer until 8am. Was told by operator that they open at 8am, not 7:30am as their message states.Over the course of more than 1 hour and 3 different agents, I tried unsuccessfully to speak to a supervisor to get service provided that day. All I could get was that supervisors do not take incoming calls. They will only call out, and that one would contact me within 24 hours. Since complaints on BBB website indicated such calls were not returned, I told them I would wait on hold until a supervisor was available.Agent ***** was very nice and explained that she can only contact supervisors through group chat text. She let them know I was waiting on hold.I explained that the rescheduled appt for next week was no good since my son will be getting married then and we have out of town guests arriving tomorrow. I offered to show proof and that this wasn't just a made up story. That made no impact.I would expect that if the tech was overbooked, my job would become the *************** for the next day and that they would push other customer appt out. Might be invonvenient for them, but that's a consequence of overbooking. It's not reasonable to be pushed out another week. This is very poor customer **********************.

  

  Business response

  03/05/2024

  Thank you for bringing this to our attention.  Please be assured that having to reschedule appointments due to overbooking or a technician running late on his route, is equally frustrating to us as we value our customers' time. We are experiencing limited resources in your area which does affect our appointment availability.  We do show that on 2/29/24 you did speak to one of our Customer ********************** Managers who was able to assist in securing an appointment prior to your son's wedding and that repair to your dishwasher was completed on 3/1/24.  We do apologize for any inconvenience you may have experienced. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nov. 16, 2023 Beware of service *********************** will try to pick up on your wife. Caught him on the Ring.That's real professional.I'm sure it's not the first time!!!Spoke about his drug use as well.Also, spoke about how he would have sexual relations with her. My wife entertained it!!

  

  Business response

  12/21/2023

  Thank you for bringing your concern to our attention.  I spoke to our Field Service Supervisor, he advised me that he has personally spoken to you and that he will be handling this matter.  If you need further assistance, please contact us at ************.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** and Whirlpool assigned warranty service to this business and they were unwilling and unable to repair my dryer. Instead they lied about what they did at the service call and now Whirlpool is refusing to send another repair company to fix the problem. The sensor on my Maytag dryer has never worked and when I finally called ****** for warranty service, Paradise Appliance was scheduled. When the repair person arrived, he did not listen to my issue, did not even look at the dryer and said it was lint in the vent after holding his hand under the exterior vent. I tried to explain that that would not cause the sensor problem, he refused to listen to me and said we needed to clean the vent. We cleaned the vent and the problem is exactly the same. Whirlpool now refuses to send another company to repair it under warranty.I have a certified repair person who is willing to repair it, but I need approval from Whirlpool so I dont have to pay for the repair. I have spent at least 5 hours so far on issues related to this defective dryer. I have attached the invoice I got by email from Paradise after *** had left. He did not give me a copy at his visit and did not ask for my signature on it before he left. It is inaccurate and illiterate. I believe he is attempting to charge Whirlpool for service and parts he did not provide. He also sat outside in front of my house after the visit and then suspiciously moved his van down the street when I came out to leave. This was very suspicious behavior.I am requesting a full refund for the dryer and at least $350 in compensation for my time and frustration.

  

  Business response

  08/14/2023

  Dear ***********************,

  We are sorry to hear you are having performance issues with your dryer.  

  We have looked into *********** history and found the following.  On 7/20 the day of your appointment, ************** did diagnose the issue and advised this was caused by a vent issue and recommended to clean our the air duct.  He was at your home from 5:41 to 6:17pm.  We have also double checked that there were not parts replaced and no part costs were billed to Whirlpool.  We are not clear on why the manufacturer is not providing us with another dispatch to reassess your unit.  There were no claims on our end to have caused this.  We would be happy to send out another technician to reassess your appliance once we receive a dispatch from the manufacturer.  The original dispatch was sent to us by Whirlpool and they have access to all notes and billing claims.  You can reference dispatch# SWPR7372B2C2-1.

  We hope this helps clear up any confusion.  Feel free to have a Whirlpool representative contact us if they have any questions or seeing something different on their end.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We have been working with Whirpool and Paradise appliance for an ongoing issue with our washing machine. Paradise has been unsuccessful in their repair 2x. Their tech was suppose to order 2 parts on May 11. We were told via Whirlpool and ****** concierge that this order was placed and would arrive by May 26. After patiently waiting, we call Whirpool to follow up and found out that Paradise never placed the order for the parts and wasn't going forward with the repair. Whirlpool told them they need to fix it and told them to place the order for the parts. Supposedly the order was placed on May 25th and the parts arrive on May 30th. At this point I don't believe anything that Paradise is telling us and they do not know how to repair. They need to tell Whirlpool that the machine is not fixable by them and they should replace our machine. Thank you.

  

  Business response

  08/14/2023

  Dear *************************,

  We are sorry to hear you are experiencing issues with your washer.  We understand the burden that can cause your household. We have looked into your service history and found the following.

  On 4/26, ************** did diagnose the unit and made a report with Whirlpool to confirm findings.  We ordered the parts recommended by technician and Whirlpools engineering department. Unfortunately, we did find where the technician mistakenly closed your ticket and due to this the part was not ordered.  This is a rare mistake however I completely am aware the inconvenience and frustration this caused you and we are very sorry about that oversight.  From this the part was ordered on 5/26 and replaced on 5/31.  These repairs were due to your unit not draining.  In June we received a different dispatch from Whirlpool regarding a separate issue your washer was experiencing.  The cycles were not fulling completing.  ************** diagnosed the new issue and ordered the necessary parts which were replaced on 6/14.  Since then, it was deemed the unit was in fully working order.

  Please accept our apologize for the delay our mistake caused.  This is never our intention and we will be sure we have address this appropriately to risk it from occurring again and inconveniencing any of our valued customers.  Please feel free to contact our escalations team, if there is any further assistance you may need with your appliances.

  Kindest Regards,

  Flamingo Appliance Service

*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. ↩