Complaints

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Elite appliance to fix my ice maker and a loud humming noise my refrigerator/freezer was making. They came on three separate occasions and charged me over $1300 to fix these issues. The ice maker has been fixed but the loud humming noise has continued, and even worsened since they came for the repairs, and they will not return my calls or text messages to come back and fix the issue. In addition, when they fixed the ice maker they left my refrigerator and freezer on a non cooling setting and when I came home my entire freezer had melted. When I called to notify them of this issue they were completely unapologetic and their owner essentially hung up on me.

  Business response

  10/28/2024

  We completed the repair on 9/06/2024. The repair was for an ice maker, which we replaced with a new one from the ** factory. We also replaced the evaporator fan(had a slight hum, but wanted to make sure so we ordered a new fan), fill tube heater(ice maker fill tube was frozen over which indicated the fill tube heater was not working properly) and water inlet valve(once the new ice maker was installed, we performed a test which showed that the valve was in a stuck position not allowing water to enter). We informed the customer that a new water filter would be needed before the ice maker could start making ice as her current filter was clogged with sediment. Customer states in this letter to the ******************** that the ice maker is working properly and that a "load humming noise" persists? Customer ***** ****** signed off on the completed work order that the repair was 100% completed. If the "loud humming" still persisted at that time, the work order would not have been signed to indicate a completed repair.

  Customer response

  10/31/2024

   
  Complaint: 22456245
  
  I am rejecting this response because:

  It is correct that I did sign the work as being done - however this does not guarantee that it was done properly. As I mention, the humming noise was intermittent to begin with and was not occurring at the time the technician left the job. However, within a couple of weeks the humming noise returned and was louder than previous. I contacted Elite twice with a phone message and once via text message with a video showing the problem and asked them to return to fix the problem as it was clearly not done properly the first time. They have not returned my calls or text message three weeks later and now I have to pay a new company to come and fix the same problem I already paid them to fix.

  
  Sincerely,
  
  ***** ******

  Business response

  11/22/2024

  Please take a look at all of the job notes and signatures, I can resend if necessary. The ice maker and refrigerator are both working properly. We cannot fix an "intermittent buzzing noise" that does not happen while we are on site. All refrigerators will make noises from the compressor, condensor, evaporator fan and condenser fans turning on. To repair an "intermittent buzzing noise" is not possible if it does not happen while we are there for diagnosis or repair. You can verify this with any appliance manufacturer. Every refrigerator will make a noise when those items turn on.

  Customer response

  11/29/2024

   
  Complaint: 22456245
  
  I am rejecting this response because:

  It is clear from this very condescending response from the owner of Elite Appliance that he is unable to admit to any wrongdoing on the part of his technicians. He now states that his technicians are unable to fix a very loud abnormal sound that my refrigerator is making simply because it does not occur 24/7, prior he had stated the problem was fixed per his notes and signatures. I have now consulted with a second appliance repair company; they understand the issue and have scheduled with me to fix the problem. So, it is clear this is a real problem even though Elite Appliance now claims they cannot fix it. The greater problem with this company is their unprofessional behavior. When I contacted them multiple times to help me fix the problem that they claimed they had already fixed they refused to call me back or even discuss it with me. In addition, when I had previously spoken with the owner after his technicians left my refrigerator/freezer on a non-cooling setting and I lost everything in my freezer he was rude, condescending, dismissive and simply could not offer so much as an apology. I paid this company a lot of money to fix two problems, and one was not fixed. Now I must pay a second company to fix the problem because Elite Appliance refused to help me. My hope is to warn others, so they do not fall in the same predicament. 

  Sincerely,
  
  ***** ******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought washing machine from Lowes and with guarantee. I called Lowes and they told me to have Elite Appliance to have them come and work on my machine to fix it. Having to pay $189.00. Repair man said appliance needs to be leveled or it may not work. I am unable to do this as a senior. He kept saying he was trying to help me. He said everything is OK. Only would run on hot water. Right now it only runs on Quick Wash setting.

  Business response

  08/22/2023

  I would like to first point out that if there is a guarantee, it is from ****** and not from Elite Appliance. ************* also states she was charged $189, which is not true. She was charged $183.25 because her service call was not covered under warranty. Her issue was that the washing machine was only running on hot water. When my technician got to the residence, the cold water was turned off to the machine. Also, the machine was on a slope so it could not be leveled just by extending the feet. It was too steep of a slope. My technician let ************* know that the machine would have to be leveled for it to properly work which ************* states in her letter. He did not tell her she had to do it, but that for it to properly work it had to be leveled. Elite Appliance is a warranty repair company and if the issue is caused by user error or an installation issue, we have to charge for our diagnosis which is what happened in this situation. Our initial visit to any customer is never to repair, we have to diagnose the issue first which is exactly what happened here. ************* signed off on the diagnosis and we explained to her that it would not be covered under warranty because the cold water was turned off and the washing machine was not level. If ************* has an issue with the Whirlpool warranty coverage, she will have to contact Whirlpool directly, but their warranty coverage is spelled out to customers online and in their appliance paperwork.

  This is from the Whirlpool website, ************* falls under category 4. She even states in the letter that we need to show her how to use her machine, this is 100% not covered under any warranty company's coverage.

  What is not covered under a Whirlpool appliance warranty?
  The Whirlpool appliance warranty only covers labor and factory-specified replacement parts. It does NOT cover the following:
  Appliances used in commercial, non-residential, or multiple-family settings
  In-home installation or instruction on how to install and use your product 
  Service to appliances damaged by improper installation or appliances installed not in accordance with electrical or plumbing codes 
  Service damage caused by using parts that arent Whirlpool brand 
  Any damage caused by accident, misuse, abuse or natural disasters 
  Cosmetic damage
  Repairs caused by unauthorized modification of the appliance 
  Discoloration, rust or oxidation caused by corrosive environments 
  Pick-up or delivery 
  Conversion of gas products 
  Removal or replacement of built-in fixtures that interfere with servicing the appliance

*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. ↩