Complaints

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elderly grandparents (80+) had their ice maker stop working on their Whirlpool refrigerator. They contacted this business (Appliance Giants) based off of the whirpool website and believed it was located in the area of *********. (This company appears to have a location in ********* based off of their website). On October 9, 2024, a technician from this company arrived at their residence, inspected the refrigerator and advised my grandfather the ice maker would need to be replaced, and it would cost nearly $1,000. This technician then accepted a check in the amount of $967.36 from my grandfather that same day with only an initial inspection done. When I became aware of this incident, I advised him to request an itemized bill from the company due to the extremely high cost. On October 2, 2024, the technician returned and replaced the ice maker, vaccuumed the coils and left. He spent approximately 20 minutes to complete the repair, and he left a mess in their kitchen including dust covering the surfaces. They sent an email "itemizing" the work done which included $575 in labor ($1725/hr for labor), $50 in shipping, $245 for the ice maker ($139.64 on Whirlpool's website; $158.68 with tax and shipping), $75 for a "repair kit" and $22 in sales tax for *********. When I became aware of this and spoke wiht my grandfather, he contacted the company expressing his concerns. The company stated they could only offer a senior discount of $15. I have attempted to call this business and have waited 20+ minutes for anyone to answer the phone to no avail. According to *****, the repair of an ice maker is between $260-$450 including labor. This business has taken advantage of an elderly couple who were in need of a simple repair. This is an egregious amount of money to charge anyone and the charges seem to have no logic. There were no part numbers or notes on what was actually repaired. This type of service is by this company is scamming the elderly and seemingly criminal.

  

  Business response

  11/19/2024

  On 10/02/2024, a technician visited to diagnose the appliance. Appliance Type: Refrigerator Brand: Whirlpool Customer's Complaint: Ice maker error It was recommended to replace the ice maker. The customer agreed to the ********************** and the amount listed on the invoice. We obtained the customer's signature for approval. The ********************** was completed a few days later and was successful; the appliance is functioning properly. After the repair was finished and paid in full, we received a call from the customer's granddaughter requesting a discount. We reviewed the request and decided to apply a $50 discount to the job. We attempted to contact the customer multiple times to confirm the name and address for where we could send the check with the refund, but we did not receive a response. We are happy to refund the $50 to the customer. However, we cannot offer more as the job was performed professionally, the appliance is working well, and the customer willingly wrote the check. Additionally, the technician visited twice, giving the customer ample time to consider the ********************** before proceeding.

  Customer response

  12/02/2024

   
  Complaint: 22448516
  
  I am rejecting this response because:

  At no time has anyone from this company attempted to contact myself, despite leaving my information with their receptionist. My grandparents also have not been contacted regarding any type of "discount". Referencing again the egregious charge for labor which was over $1700/hr for only twenty minutes of work. I understand my grandfather signed and agreed to get his ice maker repaired due to his desperation, but I have never had anyone charge and accept a labor fee prior to any labor being completed. The forecasting of this and the upcharge of several items is extremely unethical for a professional repairman and company. Again, my grandfather is almost 90 and was taken advantage of by this company due to his desperation and lack of knowledge. The repair was done, however the charge was egregious and I would like the charge to be recompensated to appropriately reflect the fair market price of this job.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Appliances Giant because my icemaker wasn't working properly. It was, however, still making ice. The tech came out and said the icemaker was cracked and needed to be replaced. He also said I was getting frost in my frost-free freezer due to a cracked gasket. He came back and replaced the icemaker and installed a new gasket. After, I was entirely unable to use the icemaker because water was leaking into the freezer, making it impossible to open or close the freezer. After a number of requests, they finally sent the tech back. He told me that my problem now as a broken water line, which he hadn't discovered before. Later I learned that the manufacturer was no longer making the part needed to fix the water line.Despite spending around $1,000 to fix the problems, I now have an ice maker that cannot be used, and my frost-free freezer is covered in frost. I brought another repair company in to repair some of Appliances Giants poor workmanship (freezer door was installed crooked) at a cost of around $250.

  

  Business response

  09/27/2024

  Dear customer, we sincerely apologize for the frustration and disappointment you experienced. We made several attempts to fix the issue, visiting four times, and we truly regret that the problem was not fully resolved. As you know, we have issued a partial refund, but we understand that this does not make up for the inconvenience caused. Your feedback is important to us, and we will use it to improve our service moving forward. Thank you for sharing your experience.

  Customer response

  09/27/2024

   
  Complaint: 22303726
  
  I am rejecting this response because: They did not visit four times. That is patently untrue. More importantly, they still have not refunded the money I paid for the *parts* they told me I needed but that did not fix in any way the problems I was having. I want the business to give me a full refund, including the amount paid for the parts
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted them to repair my refrigerator when I discovered it had stopped running on a Friday night; I was in panic mode. The tech came out and quoted me $856.25 to replace the thermostat and vacuum the coils. I paid a deposit of $400, and a week later, the balance of $456.25. When I received my **** statement, the $400 had posted as $412.25, and the $456.25 had posted as $470.19. When I called the vendor they told me it was ***** that had charged a service fee. I knew that wasn't true, and ***** confirmed it. I'm disputing the additional $26.19 charged to my ****.

  

  Business response

  09/20/2024

  Hello *****, We did charge you only the amount of the invoice, $400 and $456.25. The additional charges were card transaction fees that Iwallet is charging not us, as it was explained when we spoke over the phone. But we understand the situation, when you were not aware and did not agree to those charges, and we would like to propose refund for extra amount you paid. We saw that amount is on the dispute, so we just accept it and you will have it back. Thank you!

  Customer response

  09/20/2024

  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.

  (If the vendor had asked, I would have been perfectly willing to write a check or pay cash. They should let their clients know about the service charges in advance of payment.)
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My range on my stove/oven went out with error code 022 (Frigidaire) and we called out the company to diagnose and fix the issue. The technician, ****** was nice and professional, but seemed flustered by the unit. After about 10 minutes of trying to find the model number and serial number, he gave up and told me I needed a new control board. I expressed my hesitation at this as he was not even able to identify the unit he was working with. He assured me that he had taken adequate pictures of the part number and unit to be able to order the part. This was on Wednesday 28 August 2024. I was told I would hear back about the estimate by EOD on Thursday 29 August 2024. I had not heard back and called them Friday 30 August 2024 where I was told that part is no longer being made and my best option was to replace the stove/oven all together. I asked for a refund of the $98.10 service fee as I felt it was inappropriate to diagnose a unit that can't even be identified and they declined to offer a refund. After getting off the phone with the repair company, I pulled the stove from the wall and was able to locate the serial/model number. I chatted the manufacturer and they confirmed the part IS available and they even offered to ship it today directly to me.

  

  Business response

  08/30/2024

  The customer was contacted, issue was resolved, and full refund was made.

  Customer response

  08/31/2024

  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

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Appliances Giants to repair a Thermador cooktop. After being told that it takes a couple of weeks to fix, and 1-3 days to get in any necessary part(s), I paid them $2,673.95 on February 13, 2024 (Invoice 4335). In reality it took two months to get the parts in. Once they arrived, ****** was assigned to install them in the residence. He had trouble doing so on multiple occasions. I expressed some concern about this as time kept going by, so they assigned the job to *****. He went to the residence and found that it was a complicated job, so he took the cooktop to his own home on June 12th. Between June 12th and July 31st, I could not get an answer regarding the status of the repair, other than to say that ***** had not gotten to it yet. I found out on 8-1 that ***** had left on or around July 27th for his dad's funeral and would return between 8-12 and 8-15. Today I found out that ***** will return on 8-21. It feels like this will never get repaired and I am very stressed out about it. I have no confidence in the company due to their lack of communication with me, and the dates (of whatever is to occur) constantly getting pushed out. I hope you can help me get this repaired and back in the residence. Thank you very much. The phone number that I have for them is **************. Thank you for any help that you can provide. *****************

  

  Business response

  08/30/2024

  Customer was contacted and explained about delay in the repair, Customer agreed to wait a bit longer  to finish the repair, so repair is still in process. 

  Customer response

  08/31/2024

  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

  05/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our 4 year old ** fridge was displaying a CFE error code, and Applicances Giants was the first company that popped up during my ****** search. They came on 5/1/24 to assess the problem. They determined it was a broken fan, the cost for the part was $325 and the labor was $275. They required payment of $445 on 5/1. The part came in 5/3, they came to replace it and told me everything was fixed. Less than 12 hours later, the error code is back and my fridge is not working. I have been trying to call them since 9 am PST, I have also texted them per their automated message when calling, and I have not heard back. Of course they already cashed the $445 check payment, so I couldn't put a stop payment on that check. I have put a stop payment on the remaining $155 payment I issued on 5/3. I will be seeking a full refund for the $445.

  Customer response

  05/20/2024

  From: ********************* <*******************>
  Sent: Wednesday, May 15, 2024 1:55 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and ***************************, Complaint #********

   

  HI BBB,

   

  The company sent me a refund, so you can resolve the BBB complaint/case.

   

  Thank you.

   

   

   

  *********************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction - Feb. 2, 2024 and Feb. 19, 2024 Amount of money paid - $1,038.79 Business guarantee - Appliance Giants guaranteed quality washer and dryer repair with a skilled technician.Nature of the dispute - Appliance Giants took our payment in full, sent out an unskilled The technician they sent out was horrible and unskilled Not only was the work not complete and everything disassembled, our washing machine was left in parts and leaking for three days. This caused damage to our utility room floor. This has been going on for a month and has still not been repaired. On Feb. 26, 2024 I spoke with one of the managers and was guaranteed an appointment and repair on Feb. 28, 2024. This manager said we had to use the same technician. The technician had cancelled twice before and, when he did not show up for the Feb. 28th appointment we raised a complaint with Appliance Giants and let them know we have been without a washer and dryer for a month. They did not try to resolve it. We lost money missing working waiting for repair. The technician left a rude text saying that it was dark and he had a headache and did not come out. The Appliance Giants Invoice number is #**** Appliance Giants has false advertising stating they have quality technicians.

  

  Business response

  03/08/2024

  Hi ******,  
  Thank you for raising this matter for us. Customer opinions are very important to us and we work every day to improve our services. 
  In your  case,  02/29/2024  we sent another technician who finished the job and both appliances now work well, ************** showed you how everything works and you were happy with the job done. The next day we called you and you were satisfied with both the result of the work and the new technician. Also, for the inconvenience caused by first technician you were offered a partial refund, which was done on the same day. We have the impression that you were very pleased with the result of our latest work. Thank you again for letting us know, we will draw conclusions from this experience and will work hard to improve the professionalism of our technicians and the quality of our work.
  Sincerely, Appliances Giants

*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. ↩