Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this company to repair my washing machine. the repair man who came didn't speak English which is fine, except it made it very difficult to explain to them what was wrong with my washing machine. Charged $85.00 for service fee, stated they needed to order the parts. I paid 1/3 of the cost of the part and then they came back to install the part. When the repair man came back and installed the new part he told me it was fixed (actually just gave me a thumbs up and walked out) Ran a load of clothes through the wash and same error occurred. Called them back and they then said it was now fixed, spoiler alert... it was not. Scheduled a third time for them to come back, got a call stating the repair mans car broke down and would be an hour late. 2 hours later I had to call them because he hadn't shown and needed to reschedule. Came back again the next day told me it was fixed and guess what... it wasn't!They then told me I would have to buy another part for $300, I agreed and then waited 5 more days for them to tell me the part still hadn't shipped. I then had to ask for a refund to which they agreed to, 2 weeks lat her still had not gotten my refund and was promised multiple call backs and never got them. ***** the call center manager is incompetent at her job to say the least. She promises you call backs and never does, when you call her back she conveniently is not in the office. I finally spoke with a call rep named *** who actually did his job and was very professional and issued my refund 2 weeks after ***** had told me they already did. I don't think this is a legit company and I could not recommend anyone doing business with this nightmare of a company.

  Business response

  06/10/2024

  It is always our goal to provide reliable and efficient service to all our customers, and we regret that we fell short of this standard in your case. We thank you for bringing these matters to our attention and allowing us the opportunity to rectify the situation.

  We sincerely apologize for the inconvenience you experienced during your interactions with our company. After thoroughly investigating your case, we have confirmed that we refund you the charges on 04/25/24 to your original method of payment. Please see the attached receipts.

  If you have any further concerns or require assistance, please do not hesitate to contact us.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is deceptive and dishonest. They come for diagnosis without any proper equipment. They asked me to pay for the repairs that will be warranted and be using the *** parts. The repair person showed up with Amazon Parts. He was asked to leave with the Amazon Envelop and parts immediately. Upon questioned, he said that it's a company. When confronted about their cheating, they refused to refund the money. *****'s beware of this business before falling for waived fee upon agreeing to repairs. The company also market themselves through Richmond Appliance. #1 Appliance Repair in ******************************************** FREE DIAGNOSTIC WITH REPAIR ($85 VALUE)AFFORDABLE, BUDGET-FRIENDLY PRICES LICENSED & INSURED FOR YOUR PEACE OF MIND FULLY STOCKED VANS FOR FASTER REPAIRS FRIENDLY (SMILING) TECHNICIANS CALL NOW: ************** Hurry! Same ********************** Available!

  Business response

  06/10/2024

  We're truly sorry to hear about your experience. We couldn't locate your transaction in our records. To ensure we can assist you effectively, could you please provide more details such as the date of service or the invoice number?

  Your satisfaction is important to us, and we want to make things right. Thank you for bringing this matter to our attention. We look forward to hearing from you soon so we can work towards resolving this issue.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We needed our refrigerator repaired. After technician finished diagnostic, he said the company would be calling with a quote for repair. When they eventually called, the company said do not allow the technician to do the repair, he was no longer associated with the company. They promised to call with the quote. The next day after not hearing from them, I called and talked to what must be the rudest customer service rep I've ever dealt with. He would not listen to our concerns and in fact talked over my wife who was trying to express our displeasure. He asked for the diagnostic payment again. After I told him we paid the technician, he put me on hold and then got back and said the payment had not been "properly applied" by the tech, whatever that means. He then said they would be calling with the quote in an hour. I did not get another call back. I don't know why it was such a problem to give a quote. In any case, I would recommend that nobody use this company. It's either a scam or very poorly run.

  Business response

  06/10/2024

  We sincerely apologize for the inconvenience and frustration you experienced. We regret the breakdown in communication regarding payment and the delay in providing a quote. We're actively working to improve our processes to prevent similar situations in the future.

  Regarding the diagnostic payment, we've confirmed that the $95 has been refunded to your **** card on 04/11/24. 

  Please accept our apologies, and if there are any outstanding concerns, feel free to reach out.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 1/12/24 Paid - $69 for diagnostic Paid - $151.00 for alleged repair Total Paid - $220 Business committed to diagnose for $69 an inoperable GE dishwasher (wasn't filling, no water supply)Per their customer service folks, the $69 would be credited towards any remediation costs if elected. The tech did not tell us what was wrong and 'fixed' it, but in reality it was not fixed. Details to follow.Initially we searched for dishwasher repair near me and i found the following website - ************************************************************ site does not indicate that this is in fact Superior Appliance.We called the main number and were given to a technician about paying the $69 and a small discussion about crediting it towards any repair that we elect to have completed. We paid at this time and worked to schedule.Prior to soliciting outside tech help, I researched typical issues for dishwashers not filling and the primary two reasons were broken float valve and / or inlet water supply valve not working.I worked with partsselect.com to purchase these two parts and replace. The float valve sits under plastic housing and is a plug in adapter. I tried the dishwasher after replacement and it did not work. Next i replaced the inlet water valve and tried again, it did not work.When the technician arrived and before he did anything, I explained that I had replaced both and where i purchased the parts and that I had both originals, should he want to replace with both originals.He examined the inlet water valve and elected to put the original back in after pulling out the dishwasher from under the counter. While the dishwasher was still pulled out, he started to run a cycle on the dishwasher and we heard water running thinking it had been fixed. He did not speak hardly any English at all. I was trying to ask why it was working and teased out that a hose had become kinked. So in reality, the hose was not allowing water to the valve which apparently was still functioning. At this point they did not replace any parts with new and did not ask nor have to ask us for authorization to remediate anything since there were really nothing to replace. I stated to the tech, I'm assuming there will be a small charge for putting the original valve back in and unkinking the hose. He said you'll hear from the office and pushed the dishwasher back in and fastened it to the bracket under the counter. We were billed another $151.00, which I thought was a way over priced for not having to replace anything and simply claiming it was a kinked hose, but none the less, I believed it was fixed and paid the invoice that day.Two days later, the dishwasher was full and we went to run it. It was exhibiting the exact same issue, not filling.We called them to explain it wasn't working and they want to charge us again for diagnostic, but in reality the dishwasher was not functioning and not fixed. The tech never ran a cycle after moving back into place under the counter, which I attempted to explain to the customer service person.******** wants to now claim that the reason for a new diagnosis was that we replaced parts, but this was not stated up front before they allegedly fixed it. This argument fails, they either fix it and stand by it or they should have stated this before. Either way, the original parts are back in anyway.We've attempted several times to work with them, there is never a super visor to talk to and they continually hang up.At this point, we want our $151.00 back. We realize that the $69 was an upfront cost to diagnose and would not ask for that to be refunded, but based on the fact they never provided an estimate to authorize repairs and simply claimed it was fixed and then charged us, and now are changing the story on why they won't stand by the repair and continue to hang up on us, we have no choice but to file this complaint..

  Business response

  06/10/2024

  We sincerely apologize for the inconvenience you have experienced with your dishwasher repair and for any miscommunication that occurred during the process. We take customer feedback seriously and are committed to resolving this issue to your satisfaction. However, it's evident that we fell short of meeting your expectations in this instance.
  

  Upon reviewing your account and the details provided, we found out the $151 were refunded to ************************* on 01/23/2024 via venmo.

  Thank you for your understanding, taking the time to bring this to our attention and patience as we worked to rectify this matter. Please let us know if we can assist further.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On August 8,2023 Superb Appliance arrived at my home to correct a problem with my refrigerator which was not cooling properly. The technician determined that the main circuit board needed to be replaced. That did not correct the problem and the technician came again and replaced the defrost system. Again that did not fix the problem and they said they would come back again and if after this visit the problem was not corrected they would give me back the money I had paid for repairs so far. There were four visits in total and my refrigerator is still not working. When I called again to request assistance I was told that there was nothing more they could do for me. I was never given a refund and now they are refusing to *************. Throughout this process, they did not return my calls on a timely basis and sometimes would not even answer the phone or i would be left on hold and told the managers were in a meeting and would call me back but never did. I apparently have to purchase a new refrigerator and would like a refund for the parts and labor I paid for that did not resolve my problem.

*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. ↩