Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Merchant Information:Morgan appliance repair Subzero appliance repair company ************ ************ ************ (******************) ************* Answer phones ****************************************** Website: ******************************************************************************************************************************************************************************************************************************************************************************************************************* They came to my house to evaluate fridge. They stated I needed $1400 worth of repair. I ordered. My husband figured out within the hour that a cold compress pack was blocking the freezer and fixed the issue. I called the company and they stated- no problem we will refund you the money. I received email from Square of money being refunded. (Email attached). Timeline:1/19/2024: Charged $1415.50 1/19/2024: Refunded $1330.50 email notification. Transaction was questionable from Day 1. 1/19/2024: Called ******* to warn about this fraudulent transaction. Never received refund!!!!Disputed transaction with Barclays.Never received communication. ******* closed case.I was charged $1415.50.I contacted Merchant. It has been ongoing lying/gaslighting? That they will Venmo me. They will Zelle me. They say misinformation back and forth. I contacted Square- to inquire further about the refund. I shredded this card and do not have the number in order to inquire about why this refund never came my way. Square was telling me that merchant needs to contact them. ******** is stating that they never received money now? I dont know what to believe. ******* has been unhelpful in resolving this issue.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician from Morgan appliance repair arrived at my home and fixed an issue with our washing machine leaking water. This job ended up costing us $283. The next day I attempted to do a load of laundry and the washer drum would not spin. This was not an issue prior to the technician from Morgan appliance repair fixing the initial issue we had. I notified Morgan appliance repair and they opened a new ticket for the issue. They further related that I would be charged $75 for them to come out and if I agreed to the repair the $75 would go towards the repair. A technician from Morgan appliance repair arrived at my home on 11/07/2023 and looked at my washer and related that the rotary position sensor had gone bad on my washer. He further related that this was a very difficult job and very labor intensive with a repair time of 3 hours and would cost me $366.00. After ended my conversation with the technician I called Morgan appliance repair and spoke to ******* who had been my contact person at the company. She informed me that they could give me a discount and that they could do the job for $300 but not any less due to the labor involved. I explained that this was not acceptable and I would not spend another $300 to fix the washer. I then told her that I would not pay the fee of $75 for diagnosing the issue but I later agreed to pay the fee but I have not payed the fee as of yet. After ending my call with ******* and receiving an $75 invoice via email for the diagnosis fee I began to research the issue with my washer. I discovered an 8 minute video which shows how to complete the exact repair Morgan appliance repair wanted to charge me $300 to complete. I then found the rotary position sensor at a local parts store and repaired my washing machine inside of 45 minutes. I have never worked on an appliance in my life and I am not a repair person by trade. This company should be ashamed of how it willingly and intentionally rips people off.

  Business response

  11/09/2023

  Dear BBB and *************************,

  We received lead to repair a washer of the customer from Yelp and initially, customer had an issue of leaking. We send ************** to the place and he fixed the issue with total $283.06, where technician replaced the parts and fixed the issue. Since we did the repair, we waived scf $75 from repair. 

  The first job was done on 11/01/2023 and afterwards within 24h after the repair, client didn't call us with any issue remaining.

  Then 1-2 days ago, customer called us to make a new appointment since now the same washer's drum wasn't spinning. I explained in advance that this is new issue and it will charged as a new job. This time client was approaching us not from Yelp, but calling our business phone number directly, and in that case, the scf should be $85. I explained that as well and said that will send ************** for new diagnosis and if we will do repair, then $75 will be waived and if not, then customer has to pay for visit.

  We sent ************** the second time to diagnose the problem on 11/07/2023, then technician gave an estimate of $366 and since customer is coming to us the second time, we wanted to help and told that the least we could go with the discount is $300. We have to buy the part and then there is a labor as well. I'm not sure how the customer fixed the washer himself and I cannot tell for him, but it doesn't mean that we were scamming. Maybe after customer has done his own **********************, after some time the issue will occur again, who knows. 

  But when we do the job and give any estimate, we don't get the prices out of nowhere. The job is really complex from what technician said and after we charge the client for repair, we give warranty for our job. Also, we order the parts from original manufacturers. The job includes many aspects and we really couldn't go less than $300.

  All of these were explained to the client and he said okay, therefore, we don't think that as a company - we did anything wrong. We really tried to help the customer. Hope for fair resolution!

  Customer response

  11/09/2023

   
  Complaint: 20843335
  
  I am rejecting this response because even now they are lying about the complexity of the job. First they are charging $150 for a part that costs $44 dollars with tax. Second, i replaced the exact part they said needed replacing in 45 minutes and not the three hours they stated would be required to repair. I obviously did something right because my washer now works and all I spent was $44.00. They need to stop lying and they need to stop gauging customers. They are a horrible company. They should waive the $75 diagnostic fee and offer me an apology. $150 would have been very reasonable for this job since it would have taken the trained technician 45 minutes *** to repair the washer. 
  
  Sincerely,
  
  *************************************

  Business response

  11/20/2023

  We totally understand your frustration about the service. We are glad that your appliance is working, but in any case, we don't think that we lied. We always provide invoice and warranty for our job and parts. We cannot reply for each situation and case, it varies and depends. But we believe that ************** did a thorough diagnosis. We understand since our company provides services to the customers, we should be customer oriented and go along with the customer needs, therefore, we sincerely apologize for everything. The service fee of $75 will be waived and refunded within 1-5 business days. Hope for your understanding! It was not our intention to lie or not repair your appliance. 

  Customer response

  11/20/2023

   
  Complaint: 20843335
  
  I am rejecting this response because:
  Thank you for your response and for clarification, I do not need a refund as I did not pay the $75 diagnostic fee for the second call of  service. I only wanted something in writing that I would not have to pay for the $75 fee for the second call of services. I appreciate the apology and will gladly close out this complaint upon your response that I am not owed any money. Thank you. 
  Sincerely,
  
  *************************************

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Morgan Appliance Repair to repair our commercial oven. They stated that they do repair commercial ovens and that they will charge me $85 to come and diagnose the problem, and that if we opt to hire them to repair the oven, the $85 will be applied to the overall repair bill.So, on September 12, 2023, they dispatched a technician who detected the problem and informed him that he would need to obtain components from the manufacturer. We paid $85 as agreed, and he indicated the $85 would be subtracted from the entire bill once he repaired the oven. There were no updates from them, and each time we called, they told they were waiting for the parts. When we contacted today, a lady said that their technician could not fix a commercial oven and that they would not be able to fix it, and that they are now refusing to return our $85.This is a bad business practice on their part. We need our $85 refund because they are the ones refusing to repair the oven.

  Business response

  10/14/2023

  Hello! We are truly sorry to hear that complaint. We understand that from our side - there was a poor communication towards the repair. As the customer mentioned, yes, there was a $85 service call fee - which we always take for the diagnosis of the repair. Only if customer will agree to the estimate of the repair and will agree to go with it, then this service call fee will be deducted from the total of repair, but in any other case, it means that customer has to pay for service call - because technicians did his part and did diagnosis.

  What was the issue here: is that technician did the diagnosis and after left customer's place and said to customer that will look into parts, once he finds them - then will contact customer to tell the estimate of **********************. To do that, technician dedicated time to find the right part - so we will be sure that we've done repair properly and to be able to actually fix the issue. Technician took his time, yes, longer than expected and sadly, he couldn't find the right parts, therefore told us that it is better to inform customer that we won't be able to ********************************************* because of the lack of parts. Once we heard that - we were going to call the customer to inform and explain the situation, but customer called us first.

   

  Overall, we provided diagnostics service and charged for that $85. Then our mistake was updating the customer really late and not being able to find the parts, because they are on NLA. When we have no parts, it means that we cannot do the repair. We offered customer 15% off from labor on any future ********************** with us, but we cannot make refund of service call - because service call was provided to customer.

  Hope for understanding of both sides! We are not running away from the repair, but to do the repair - we need parts. Once again, technician said that will look for parts and he didn't took any money or deposit for repair in advance, because he said that will inform the customer, once he will find the right parts. 

*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. ↩