Complaints

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** came out to service my Bosch refrigerator, as it was not cooling, not making ice, and there was frost build-up in the freezer. He found ice build-up on the coil behind the rear panel. He quoted me $391 to remove the ice build-up, which I agreed to pay. When I received invoice via email the following day the breakdown was $441 to test, inspect and remove ice build-up minus $50 New customer discount. At the time I agreed to the quoted price, I was under the impression the job would take more than 1 hour. I called and spoke with ****** as I felt $391 for less than 1 hour labor was outrageous. He said they don't charge the hour, but how complex the job is. After seeing what the job entailed (using a steam gun to remove ice build-up) is not that complex. They refused to make any type of adjustment, as he said I agreed to the price. I am not saying they don't deserve fair compensation, but as I said $391 is OUTRAGEOUS.

  

  Business response

  10/30/2023

  All of our prices come form the national price guidebook which is flat rate for parts and labor. We never do any work without telling the customer the price 1st and getting customers approval which is exactly what happened here. We told you the scope of the work and price BEFORE any work was done which you agreed to. A non experienced tech could take well over an hour doing this job in this service we do not charge hourly we charge for the experience and knowledge to do the service. Again its not like we did the job and told you the price after, or lied about what we will charge. We were upfront about our pricing (which is fair market standard), what the job will entail, and you agreed to that. I understand your frustration however and if you would like I can offer a 20% discount on the service, 

  Customer response

  11/06/2023

   
  Complaint: 20663755
  
  I am rejecting this response because:
  As stated in my original complaint I feel $391.00 is extremely outrageous for less than 1 hour work. I contacted Bosch repair, and their rate is $200.00 per hour prorated.
  Sincerely,
  
  *********************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10th around 4pm Appliance Care of Atlanta entered my residency to attempt to repair the freezer section of my ** fridge. After inspecting the fridge and our conversation about a previous tech attempts to repair were unsuccessful he informed be that it could be a blockage in the line and he could attempt to clear it but there is no guarantee that it would work. I agreed to this that if the repair to my frezzer section was unsuccessful that would be ok. He told me to give it 24 hours before I would know if it worked and paid him $450 in cash. I signed his service paper work on his phone and entered my email for receipt of the transaction but never got that either. After 24 hrs the freezer still was not working so that was that. A few days later we noticed things in fridge section going bad and when we checked the tempture of the top section it was not cold anymore even at the lowest setting. I called the company to have to come and review whats going on as that was working and they told me I would have to pay for that.

  

  Business response

  08/09/2023

  Hello hope all is well, so as mentioned in the customer complaint the customers freezer wasnt working and they had a restriction in one of their sealed system lines. We told them that we can try to clear it but there isnt a guarantee that it will work before we started any repairs and notified them that there is no warranty. When the customer called us again (this time for the fridge section not cooling) we explained that this could be a separate issue (could be, its hard to say without a diagnosis) and that there was no warranty on that job so by our policy we would have to set up the appointment as a new job. However what I can offer is to waive any service fee (it would be $69.95) to have ***** come back out to take another look at the unit. However just to be clear any repairs needing to be done on the fridge would have a cost associated with it.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through AHS Warranty I requested my refrigerator/ice-maker to be fixed again; Opened the service request 4/16/2023; Appliance Care, ************, diagnosed & failed to turn in documentation to have the condenser ordered the next day; finally the part arrived 4/28/2023 at the *********** wasn't contacted; I called made the appt; technician was a no call/no show, May 8th; the Manager called and she promised they would make this right and wanted her best tech to come which was Saturday; after I confirmed I had a time slot & waited until the promised date of Saturday, May 13th after promised time block; ****** did not finish the repair due to having no freon and promised to return Monday, May 15th; no show/no call; I called the company Tuesday, I was told to call another number; not the appointment clerk; I was told the call has been escalated to the Manager/******* again; no call/no contact; called today Thursday, no answer 2x and called AHS; they called & said for me to call them again and this is is day 32 with no working refrigerator; i have incurred a rental fee for a small dorm size refrigerator and lost $1000 in food; this is the 6th time I have reported this refrigerator to AHS and this contractor has been out to my home at least 3 times prior; I submitted a previous complaint and the "snail mail" didn't reach my home in order for me to respond. Please email and mail and call if necessary; I have waited 33 days and counting; surely this is unacceptable practice and some type of breach of contract; my service repair is being held hostage by Appliance Care/TBL Appliances.

  

  Business response

  06/14/2023

  Hello and to all who this may concern, this dispute/claim is in regards to a completely different company. This customer with this information is not in our database and has contacted the wrong company on BBB as we do not work with AHS. We also do not have a technician by the name of ****** nor do we service the Ellenwood area.  We are "Appliance Care OF ATLANTA", not "Appliance Care/TBL Appliances".

• Initial Complaint

  09/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  8/12/2022 Service through American Home Shield - this contractor has been late, never calling nor keeps appointments. The latest is the part was sent to them on 8/24/2022 - they canceled appointment for install 9/19/2022. Note the time it took to get to this point. AHS had to call them to let them know the part was sent to them and received 8/24. Now they claim they cannot find the part. I suspect they used the part for another customer install. Lastly, these people are rude - they do not call you back and the customer service reps say they do not work in the office so cannot respond to complaint. Rediculous. I have also reported them to AHS.

  

  Business response

  09/20/2022

  I believe the customer is confusing us with another company and that it was a different company out there. We do not work with AHS or any warranty company and we do not have this address in our database at all. I ask the customer to reverify the name and contact of the company.

  Customer response

  09/21/2022

  Its Appliance Care located in ******, **

  **********

  

  Business response

  09/21/2022

  Yeah thats a different company, we are "Appliance Care of Atlanta" located in ********** and our number is ************ you can verify this on ****** and through our website at appliancecareofatlanta.com. They are a completely separate company from us just with a similar name.

*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. ↩