Complaints

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I waited all day for repairman to come, no show, no call. Appointment was made by ********************* on behalf of my warranty company, ****************. Whirlpool can't reach them and I can't get them to answer phone or reply to my messages. I had to take the day off work, lost $195 in wages I cannot recover. And now, due to Revive not showing up, I need to take another day off work for someone else to come do the repair. Is this company still in business? and if yes, why did they not show up or call? All Whirlpool will tell me is that Revive is still on their list of "active" appliance repair companies.

  Business response

  08/25/2023

  Greetings Consumer & BBB,
  
  We are responding in regards to a complaint of missing a service appointment.  Unfortunately, the day of the appointment Aug 11th and the day prior Aug 10th, I, the only office personnel, was attending the services for a recently deceased family member.  That is why I was unable to answer any calls or return voicemails.
  
  We think its worth mentioning when manufacturers/Warranty Companies setup service they do not consider our current schedule. We end up having to reschedule all of them. We are a small company of 2. 
  
  We try in every regard to get to everyone as best we can but it is very difficult without any cooperation from the big corporations.  
  
  We sincerely apologize for all inconveniences. 

  Customer response

  08/28/2023

   
  Complaint: 20457642
  
  I am rejecting this response because:

  You had several days to notify me you couldn't or wouldn't come or to reschedule. You could have called me Tuesday or Wednesday to tell me you needed to reschedule, since the appointment was set on Monday; you say you always have to reschedule jobs from warranty companies, but you failed to do so in my case.  I'm sorry for your loss; I have been in your situation, and when my father died, I contacted all my appointments to reschedule before I left town.   The warranty company told me you did not come because other repair companies had already attempted and failed to fix the problem. Perhaps they are lying.  I'm still out a day's pay because you failed to notify me, in advance, of the need to reschedule.  

  Perhaps your company is simply too small to accept warranty referrals from the "big corporations".  You certainly would have avoided this complaint if you recognized this.

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

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Revive Appliance Repair (******, **) to repair our Whirlpool refrigerator. The ice maker was not producing ice and was no longer under manufacture warrantee. Revive technician arrived on site Oct. 5, 2022 and said they need to replace the ice maker and need to order the part. They came back Feb. 6, 2023 to install new ice maker. The next week, there was no ice and we called them to come back. He thought we needed a new ice maker but misdiagnosed the issue. It was not the ice maker, there were electrical cords on bottom of freezer door cut. We asked for a refund and they said they would provide a credit but not 100% refund. I called back 4 times with no call back.We paid $452.86 and they didn't fix the issue and charged ** for the part and labor that they misdiagnosed. Ice maker still doesn't work. They also didn't follow through on their word to provide a credit.

  Business response

  05/17/2023

  We received a request for service on a refrigerator that wasnt making ice. The customer stated that a different service company came out and was unable to complete the repair but had already replaced the icemaker. We dispatched a service technician on Oct 5th, 2022. The technician determined that the repair was likely a valve but it could be the icemaker assembly previously installed was faulty. In an attempt to save the customer some money we first ordered the valve.  We returned on Oct 14th,2022 to install the valve. At that point it was determined the next possible step was to replace the previously installed (different service company) icemaker as it may be defective. The customer did not accept the ********************** right way. We did not hear back from them until Dec 28th, 2022 on which they asked us to order the icemaker, so we did.  The customer was incorrect on the day we returned to install the icemaker as can be seen on the invoice they provided, at the bottom where the signatures are. We returned on January 13th, 2023 to install the icemaker. We informed the customer to allow 24 hours for full ice production. A few weeks later the customer reached out to inform us there was still no ice production so we setup another appointment for Feb 6th, 2023 to inspect the refrigerator. At that time, we determined that the unit must have a design flaw in the manufacturing in which over time opening and closing the door can cut the wires in the freezer door. This is uncommon but is a known issue to the manufacturer.  We told the customer they should contact the manufacturer to request a concession for a new door. We understand the customers frustration but we handled the repair as any other servicer would. We started with a part (the one that wasnt recently replaced) unfortunately it didnt work. The customer agreed to continue the ********************** so we tried the next logical part, sadly to find that there was another issue that would require an expensive door. Sometimes in the repair world this is how it goes. Ultimately,we believe at that point the manufacturer should have stepped up to provide the concession and we cant know how diligent the customer worked to get that concession. We dont believe there was a misdiagnosis as the customer states. As for the refund mentioned, we never explicitly told the customer we would be issuing any refund, only that we would discuss it internally. Weve determined no refund will be issued. In the end we are sympathetic for the customer but do believe we did our due diligence to repair the issue. We would again urge the customer to work with the manufacturer to receive a concession for a new door. Thank you for your time. 

  Customer response

  05/19/2023

   
  Complaint: 20019292
  
  I am rejecting this response because: I paid for a service that they didn't fix. Revive thought it was the ice maker, but that was not the issue, it was the cut wires. They charged ** for a service and part that was never the issue. We did also contact Whirlpool and I escalated the issue to senior management but they said they will not replace the door due to the cut wires because we are out of warranty.

  If Revive does not want to credit ** part of the amount, our only option is to leave a negative review on their ****** page (which I made it clear to them I don't want to do).

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

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We checked the BBB listing of REVIVE.They sent a technician on August 4th. They made out an invoice for 472.16.We paid $250. We were told that one of the parts required was on back order. We have sent emails and called several times. We reached an employee on one occasion about two weeks ago who told us that the part was still on backorder.

  Customer response

  08/29/2022

   

  Response to complaint clarification requested (******** complaint code)

  Although we asked for a refund, we are open to having the appliance repaired at the amount billed with the backordered part included in the repair.

  As we have received no replies to our email messages and no answers to our request to call us at *************, we would like information on the date of availability of the parts.  

   

   

   

   

   

   

  Business response

  08/30/2022

  Dear Customer,

  We have reviewed your concern regarding a refund due to part availability. We will issue a refund in the amount of $140. The $250 deposit less our diagnostic fee of $110. A check will be sent out as soon as possible.

  We understand that having a back-ordered part can be a frustrating situation, however we made it very clear that we do not have any control over the time it would take to receive a back-ordered part. It is completely out of our hands. The customer chose to wait for the part.

  We have submitted additional information to the BBB in regards to the communications from this customer. We have not received a call from the phone number on file provided to us or to the BBB in reference to this customer since August 8^th 2022. This is easily proven from a screenshot form our phone app. Additionally after further review we were able to find emails from this customer that were sent to a no-reply email. Furthermore, it is clearly stated twice in the message to not directly reply to said messages. Unfortunately, the customer did so and thus didnt receive a response.

  Sincerely,

  *************************

  Customer response

  08/31/2022

   
  Complaint: 17778822
  
  I am rejecting this response because:

  We will accept the solution proposed when we receive the check of $140 sent to our mailing address:  

  PO Box ****  

  *********, **  01613-****.

   

  We called the number of the company several times using different phones of ours without reply. We asked during the technician's visit to be informed of the part status regularly.  Our email address figures clearly on their invoice. 

   

  The only email address available for the company was the one that we used.  To what email address do they respond?

   

  What is the present status of the part?

   

  What is the bank and number of the check?

   

  Our accepting the offer is conditional upon our receiving the check.  

   

  We request that BBB reply to the message herein.

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

  Customer response

  09/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Check received this evening from Revive.

  We accept the solution.

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

*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. ↩