Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hurricane Millton hit approximately 10/9/24 and approcximately three weeks later, the end of October I reached out to Gulf Coast Appliance and Installation. My Whirlpool dishwasher had not been working. We had a warranty with D&G service plan so I proceeded to call them and request service. They gave me Gulf Coast Appliance as having a service account with them. They came out and found what needed to be done for the repair. They gave a date to come and then called and cancelled because they said they needed another part. We waited another week and a half and they finally came out. Much to my dispair the tech found palmetto bugs on the floor below the dishwasher and said it could not be fixed until bugs were removed. I had our Orkin Bug Man come and he sprayed the surrounding floor. Another week wait before the tech came out. Before he came I checked the floor where he found bugs and there were none. This was the Wednesday before Thanksgiving so our bug man was not here for the holiday. I called several other bug removal places and they were busy for the holiday. The Orkin man is due this friday to come again. The tech said I had bugs live in the dishwasher itself. I was given no opportunity to fix the problem before Gulf Coast called D&G service plan and had them cancel my warranty plan without any notice or giving me the opportunity to get this problem resolved. When the tech found the bugs he stormed out of my house and said he had to call his supervisor. The dishwasher was left open and everything spread over the floor. When I called to complain I was told I could very simply put everything back myself. I have since called Domestic and General at ************** with my warranty number DG000045601. They told me that bug infestation could result in warranty problems. This is how Gulf Coast got me cancelled. I was never told this in any conversations with this company, we live in ******* and bugs do appear here and we do have the ability to arrest their development.

  Business response

  12/09/2024

  Hello,
  We regret to learn that you are dissatisfied with our service. Our aim is to provide exceptional assistance, and we remain eager to help our customers with all their ********************** needs.

  On November 4th, we informed you about an infestation problem, in which caused the control to fail on your appliance.  When we revisited on November 11th, the major infestation persisted despite your assurance that it had been addressed.  A new control cannot be installed until pest infestation issue is resolved because the board will get shorted again.  On November 27th, the issue still posed a health risk to our technician and remained unresolved. The technician left the slide-out rack extended and informed you before departing.

  The warranty required an update on the service due to the ticket's age. It is our duty to provide the warranty with precise information. We have no control over the warranty's decision to cancel your policy.

  If you wish to proceed with repairs, we can offer a reduced rate on parts and labor. However, you must resolve the infestation issue before we can provide service. We hope you understand that home-related issues like infestations are not covered by your warranty and are beyond our control as the service provider.

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In early June of 2022 I called GCA to have a Service Tech come to our house to fix the problem with my Whirlpool refrigerator. The freezer would not cool below 20 degrees. The Service Tech came and did a preliminary investigation. Ice was built up on the evaporator. He came back with a new control board. That did not solve the problem. So, he came back with a second control board. That did not solve the problem.That service cost me $789.00 and I still had the same problem as when I called GCA. Agaibn, I called GCA and now the tech came with a defrost module. The service call was free but the part was $162.00. The problem did not go away.If the evaporator is defrosted manually by shutting off the refrigerator and opening the freezer for 3-4 hours the freezer will return to zero for 2-3 weeks when the refrigerator is turned on. The only part left to replace in the freezer is a heater element that melts the ice off the evapo0rator coils.I called GCA on August 22, 2022 and explained I was willing to buy the heater but felt the labor should be under the original service call. Being the original problem was never fixed.I was told the heater would be $115.00 and I would be charged a normal service call because it was a new part being installed. Funny, they did not charge me a service call to install the defrost module, but now they want to charge me for the heater installation.I am very disappointed with GCA and wonder how many other customers have been burned.

  Business response

  08/26/2022

  ****, In our notes it says you need a heater for $115.00 plus tax. We were last there 07/27/22 there would not be any charge for a service call fee or labor, only the cost of the part. The heater just came available. I think you maybe somewhat confused. If you would like the heater installed you need to contact the office.

*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. ↩