Complaints

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Appliance Shark (AS) installed a new dishwasher on Thursday, August 22. Late Monday morning, my 90 year-old mother-in-law said the floor was wet in her basement bedroom. I found a portion of the ceiling, wall, and floor to be very wet with water dripping from the ceiling/wall. Turning the water main off stopped the dripping water. The dishwasher was located above the dripping area, thusly, I called an AS representative about the water leak location and he said since no water was on the main level around the dishwasher it was unlikely a dishwasher leak and to consult a plumber for a possible pipe leak in the wall. I contacted plumbers who were sent. Later on, an AS repair person called and said he would come look at the dishwasher and run it to see if water was getting to the dishwasher. I said I had turned off the water main and would prefer he take the dishwasher out to see if there was a leak. At this point, I was in the basement doing clean-up and I would periodically go upstairs to see if any of the contractors had arrived. Subsequently, the AS repair person came and left because there was no answer at the front door but I had hoped that if he had missed me upstairs he would have called my phone. The plumbers arrived and started cutting into the wettest part of the ceiling to find piping to see if there was a leak near it. After being unable to find any piping near the main area of leaking, they pulled the dishwasher out but didn’t immediately see a leak there possibly because I had turned the water main off. After eventually finding the kitchen sink piping by cutting more ceiling in the basement, it was determined that the pipes were not leaking. The plumbers looked behind the dishwasher again and found a leak between the incoming water line and the dishwasher which they then fixed. Initially, the AS owner discussed possible AS mitigation of the leak's costs and damages. I haven't heard from him in over 11 weeks even though I try to contact him weekly.

  Business response

  12/02/2024

  Dear BBB Midwest Plains,

  
  We understand that *** ******* is disappointed with the recent service experience. We sincerely apologize for any inconvenience or distress caused by the water damage incident.

  
  To clarify, our technicians were hired to install a new dishwasher. Upon arrival, we discovered pre-existing water damage and faulty electrical components, which are beyond the scope of our services. We advised the homeowner to consult a plumber and electrician to address these issues before proceeding with the dishwasher installation.

  
  We made multiple attempts to return to the property to assess the situation and offer assistance. Unfortunately, on the third visit, we were denied access to the home after speaking with the homeowner when in route.

  
  We empathize with the homeowner's frustration and assure you that we are committed to providing quality service. However, we cannot be held responsible for pre-existing plumbing and electrical issues that were not caused by our installation.

  
  We hope that this response clarifies the situation. If the homeowner has any further concerns, we encourage them to reach out to us directly.

  
  Sincerely,

  
  **** ***

  Owner of Appliance Shark
  
  

  
  

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