Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company operates a website ******* Cares claiming to be an independent ******* repair shop. I called them in January 2024 to fix an ice machine on a ******* refrigerator. They came out and said they had to order a part and took a deposit of $296 in a check make to Appliance Repair Union and cashed by Smith Brothers. No word for weeks until late March after I called several times. The repairman came and put in "part" and took another $295 check made and cashed in same way. Three weeks later it was broken and I called again to have them come out. That took until May 2024 when the repairman said he tried something and to call office the next day if it did not work and he would put in a replacement "ice maker" under warrantee if it did not. Nothing was repaired so I called the next day and asked that a replacement be ordered and installed. It is now July and I have called 10 times only to be told they would reach out to the technician and call me. They never do. I did research on all the companies this group goes by and ended up researching the entity that cashed my checks and never repaired my icemaker. I now understand from other consumers Smith Brothers does this routinely and is a fraudulent company. I want my money back so I can work with a reputable company.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GE dryer broke. Called out Smith Brothers Appliance Repair who operates out of several different names sketchy. The name on our bill is Appliance **************** But anyways, repair guy comes and charges $120 for the service call and parts. Says the parts will be in a few days later. He comes after the weekend again and then informs us he cant work on it because our dryers outlet wasnt working? So we call for an emergency electrician to come to be told that the outlet works fine so now we had to pay the electrician $60 for an emergency visit. We call the repair guy and say its fine so they schedule to come next day. First they schedule for ****. Then change it last minute to ****. I work overnights so I set an alarm for a few minutes before 10. I look outside, the tech is driving away??? Said he was there at 9:30. So I call them and he ACTUALLY comes back. Works on the dryer for maybe 20 minutes and I see that it works. Get charged $386. I do one small load of laundry and it broke within 10 minutes. When you call, theres no one to talk to. They just say theyre dispatchers. I just want my money back and Ill call someone else. Business is a complete scam. Also they didnt even charge the sales tax correctly. Sketchy business all around.

  Business response

  02/07/2023

  The complaint was addressed and resolved.  Per our records the customer was not even charged for the ***********************. 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled an appointment online for Smith Brothers Appliance to come out. On 2/28/2022 the technician came out and was there for a total of 30mins. 10 of the minutes was him talking about current events. I told him that the fridge was leaking out of the water line and the ice maker was not working. I thought the water lines for both the fridge and freezer since water dispenser on the freezer side. he pulled out the fridge and confirmed the water line had a leak (DUH). He said it would cost about $250 to change out about **** inches of plastic water line - took about 10 mins to do that. Seemed horribly expensive for a cheap piece of plastic and relatively no labor. cost on receipt was $268 (thought that was including tax) Then he took out old ice maker and put in a new one in about 2 mins. as he said paying for the labor to repair mine was going to be about 3-4 times more in cost. He defrosted the door section for about 5 mins, told me that was $320 for the part and labor. Thought, my god that is expensive for a small piece of plastic and metal. With the pandemic, what were my choices! found out that I could have got the part for less than $100 and installed it myself as it didn't require any tools - just pull out the old one and put in the new one. Very expensive ****** for this single mother.....hate feeling taken advantage of. The water line stopped working on day 31 (March 31, 2022), called the customer service and was told that they only have a 30 day warranty and that I would have to pay the $120 service call to determine the issue and then he would let me know the labor charge on top of that. Missed by one day and same issue with the water line leaking and not dispensing. HORRIBLE. They should have to come out. The technician even lost the check i gave to him and customer service had to call me a week later to ask for another one. I mailed out right away to them. That is what I get for being nice and doing what was right. They on the other hand DID NOT!

  Business response

  04/01/2022

  We are not sure how customer understood the estimate, but the cost was as follows: icemaker, water line and 2 connectors ****** for all parts, installation labor ****** that includes replacing the icemaker, fixing the water line and defrosting the water dispenser water tube. Per tech the customer was explained that there is no permanent fix for the dispenser problem. The insulation of the freezer door deteriorates with the age, becomes insufficient, which results in water line freezing.  The tech explained that we can defrost the line, it was only a ************* and the issue would reoccur. Per tech customer was fully aware, when agreed to do the job and approved the estimate. Under warranty guidelines, we are not able to offer free service and labor every month to assist the customer with defrost of the frozen dispenser line. 

*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. ↩