Complaints

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 5, 2024, repairman **** came to my home to replace a new knob extension in my Bosch stove. In doing so, he broke the glasstop of my stove. I was unaware of this problem until the job was over and he stated that the fix was not without casualty. It was only then that he told me that he broke the glass stovetop and that he could not do anything about it. He said that I should fill it in with silicone. I paid for the stove k*** work that was done, but I contacted the company and stated that I wanted the stovetop replaced since it was in perfectly good condition when **** started the job. The representative (*****) initially said that there was nothing they could do. I stated that I would be considering my options which may include a small claims court action. I have not done this yet. I received a call from ***** on the same day indicating that he ordered some silicone to fill in the area. I expressed my concerns about the appearance of such a patchwork fix (because this area is on the most visible part of the stove), and he indicated that he guaranteed that I would not even notice it. I told him that I would think about it but that I really wanted the glasstop replaced. I responded to the company on August 6, 2024 indicating that I will want the stovetop replaced, that I am hoping they do the right thing and replace it (since they broke it), or I would be forced to expend the cost myself to replace it and seek reimbursement from Advantage through all means available to me. They did not respond in the timeframe that I requested. Advantage broke a perfectly good glass stovetop and I would like them to replace it. The stove is otherwise in excellent conditions. I have no other issues with it and I expect it to last for a long time. As it stands right now, the front part of the stovetop has a very sharp area where the glass is broken. I realize that replacement of a stovetop is expensive, but I expect them to replace it since they broke it.

  Business response

  08/21/2024

  . Advantage Appliance Repair cannot be liable for alterations and wear and tear due to age of unit. The reason the glass broke is because the technician was not made aware by the home owner that glass was glued to the counter. We always do the right thing for our customers and a resolution has been made to replace the glass cooktop on 8/22.

  Customer response

  08/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I spoke with ***** on August 19, 2024, and clearly indicated to him that there was no glue under the trim of the stove. This conversation took place at the same time that we set the date of 8/22/2024 for the company to come and replace the glass top, indicating clearly that when he wrote his response, he knew the issue of the glue was untrue.  

  In the end, the company did the right thing but not before blaming me for it, indicating that I am stabbing the company in the back and that I should cover half of the cost. I simply wanted them to replace what they broke. I reminded ***** that the tech could have conveyed to me that the trim was too snug and that removing it could cause damage. If he had done so, I would have told him to stop working and none of this would have happened.

  My prior experiences with this company have all been positive, so I was actually surprised that they took this approach when dealing with me regarding this issue. We were regular customers over the past twenty years. 

  It is unfortunate that they did not accept responsibility for the incident and move forward from there. 

  In the end, they did come and replace the glass top on 8/22/2024, so I consider the issue resolved. 

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dishwasher had the leak indicator on. When the tech came out they said it was a gasket upon visual inspection. They did not pull out the unit or remove an parts. The quoted a price of over $400.00 to replace the door. Then suggested that it was more affordable to purchase a new dishwasher. I purchased a new dishwasher for $499.00. I lesser quality product than what I had before. Upon install the dishwasher was moved and a puddle under the unit was discovered and a leak in the hose was revealed. The leak has slowly seeped into my basement into the ceiling, that was wet when touched. There was not visual indication of the leap until the dishwasher was pulled out. The repair should have been to replace the hose which was a $35.00 repair and would have resolved the leak sooner. When I called the store I was seeking a refund of the service call since they got the incorrect diagnosis. They said it was un refundable. They spoke with the technitical who reported that she did not remove anything, did not investigate further upon visual inspection and that she was unaware of the leaking hose. This leak cause damage to my finish basement.

  Business response

  07/10/2024

  Hello,

  On June 6, 2024 at 12:08 PM our technician arrived at ******************, ** to service a ******* dishwasher with the complaint: HAS ERROR LEAK BOTTOM GASKET FALLING APART. The technician verified the complaint that there was a leak error being generated by the control board and that the lower door seal is visibly/physically torn. Unfortunately, the lower door seal is only available from the manufacture as a complete inner door assembly. After providing an estimate the customer declined *********************** and chose to buy a new dishwasher due to cost. At this point we collected our quoted trip charge of $129 and closed the service order. We have absolutely no control and cannot be responsible on what happens to the dishwasher after the repair was declined or what someone could of done uninstalling the dishwasher. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Kitchen Aid range from **** *** on 2-21-2024. We don't think the temperatures in the ovens are set correctly so we made a service appointment. The service company required the serial number of the range. I looked all over the range and there is no serial number anywhere. I was told that as long as I had the receipt, the service tech could process the repair under warranty. I then called Kitchen aid and they sent me an email with the serial number. When the service tech arrived today, April 15, 2o024, she showed me where the metal tag with the serial number should be attached. There was no metal tag there. She said without the tag, no work could be done, but I could call Kitchen Aid and they would send me a new tag that could be attached.Kitchen Aid does not send new metal tag, the send a letter that is supposed to be accepted by the service company.I called Advantage Appliance Repair, the ***************service company A very unpleasant woman said without the metal tag, they would not come out to service the range. Her only solution was to call the warranty company.My recommendation is to find a different service company. This one's definition of customer service is very poor!

  Business response

  04/16/2024

  Your warranty will not cover this service and there is a balance due for a trip fee to come to your home of $129.00. After you remove your tag we cannot verify that is the appliance you purchased just like removing a VIN tag off your car. Per your warranty this service is not covered as you can see in your owners manual under "what is not covered" page 21 on # **. See attached owners manual. Please make payment in full as soon as possible to prevent collection fees. 

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1)   I did not remove the serial number tag.  This situation is nothing like the removal of a vehicle VIN number that the owner has quoted.  I do not know how the serial tag ended up not being attached to the range, but I do know that I did not replace it.  Further, a reasonable solution to this situation has been offered by Kitchen Aid.

  2)   The range was delivered by **** ***, unpacked from the original box in their delivery truck, carried in to the house by the delivery people, and installed in the kitchen by the delivery people.  They did not remove the serial number tag that I saw.  I doubt they removed the tag in the truck.  Why would they?

  3)   When I made the service appointment, I told the Whirlpool rep that I could not find a serial number.  I was told that as long as I had the sales receipt for the service rep, the repair would be covered under warranty.

  4)   I registered the purchase of the range with Kitchen Aid shortly after the range was delivered, using the post card that had the model number and serial number of the range.

  5)   After making the appointment, I spent about two hours on the phone tracking down someone at Kitchen Aid who could email the serial number to me.  They found the serial number in their records and emailed it to me.

  6)   When the service tech arrived, I explained about the missing serial number tag and showed her the email from Kitchen Aid.

  7)  The tech showed me where the serial number tag should have been attached.  No tag was attached.  After not finding the tag, I was informed she could not work on the range, which was contrary to what I was told by the Kitchen Aid personnel.  She also told me that since she wasn't able to do any work on the range, she wouldn't charge me anything.

  8)  After the tech left, I recontacted Kitchen Aid and asked them to send me a replacement metal serial number tag.  They explained that they could not do that because the numbers are stamped sequentially, and they cannot go back in their production process and create a duplicate replacement stamp.  I was told their procedure was to send a letter, on Kitchen Aid letterhead that would serve as notice to the appliance repair company that the range was indeed covered under warranty.

  9)  I received the letter from Kitchen Aid and attached it to the complaint I filed with the Better Business Bureau.  It very clearly states that the range IS covered by Kitchen Aid for the extent of the product warranty.

  10)  After receiving the warranty confirmation letter from Kitchen Aid, I called Advantage Appliance Repair to schedule another service visit.  My request was refused by a woman who would not even listen to the explanation or consider options.

  11)  After my request for another service call was rejected, I called Kitchen Aid back and spoke with a representative named ******.  After explaining the situation, I was put on hold while ****** called to advise Advantage Appliance Repair that the range was covered under warranty, and to explain why a replacement metal serial number tag could not be sent out.  When ****** came back on the line, she said the woman she talked with refused to accept what ****** told her and would not create another service call.

  10)  I reject the reply by the anonymous "owner" of Advantage Appliance Repair.

         a)  There is no debate that the serial number tag is missing.  It was delivered to my house by **** *** personnel and installed in that condition.  I did NOT remove the tag, and I don't believe it was removed by anyone from **** ***.

         b)  The warranty people at Kitchen Aid understand that the serial number tag is missing and have sent a solution to the problem.  They have NEVER said the range repair would not be covered under warranty, even though the warranty booklet has the paragraph about missing or damaged serial numbers.  They have never accused me of being nefarious, as the owner of Advantage has!  

          c)  The warranty people at Kitchen Aid have been totally cooperative, to the extent that is reasonable due to the limitations of their manufacturing process.  They have provided documentation that clearly states the repairs to the range are covered under warranty.

         c)  The refusal by Advantage Appliance Repair to accept a legitimate solution provided by Kitchen Aid is totally unnecessary and unreasonable. The repair was covered under the warranty from the onset.  It is still covered under the warranty.  The Kitchen Aid documentation clearly acknowledges the missing serial number tag, and also clearly states that the range will be covered by the Kitchen Aid warranty.  Presumably it is the "owner" who is refusing to accept the Kitchen Aid documentation. Whoever is making this decision at Advantage Appliance Repair is the one who is causing this problem.  The fact that the owner refuses to accept what Kitchen Aid sent, does not mean the repairs are not covered under the warranty.  It simply means, the owner as refused to be reasonable.

        d)  I will not pay the service call fee quoted by the "owner" because the range is clearly under warranty, and the repairs, including the service call, would be paid for by Kitchen Aid.

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

  Business response

  04/26/2024

  There is a balance due for tyhe trip fee to come out to the customers home of $129.plus tax for a total of $137.19. Please submit payment by 5/15/24 to prevent additional fees and or collection. Thank you

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2 year old Whirlpool fridge/freezer is not cooling. A service call was arranged through Whirlpool to have this business service my unit. Through previous home diagnostic led by whirlpool, it was determined that this unit was experiencing a sealed systems issue. The Technician from Advantage came to my home on 4/9 at 10 am and I told him the history. He did not listen to my concerns of being a sealed systems issue. He instead replaced my relay starter and charged me $307. Stating the relay was not covered under my warranty, but a sealed systems issue would have been. Twenty four hours later on 4/10 at 12 pm, my refrigerator and freezer are still not working. When I called back at 12 pm for another service visit, the Whirlpool operator told me I couldnt be serviced again until 5 additional days later. I called Advantage to be told the exact same thing. I have thrown away hundreds of dollars worth of food and also taken time off of work for this issue. To add to that, I believe the tech fraudulently charged me for a part that was coincidentally not covered. The website also states a tech fee of $129 yet I was charged $199. The receipt is attached. This whole ordeal is causing me to lose time from work and money. I have 2 children that I need to feed and we do not have a working refrigerator. I need this issue to be rectified as soon as possible.

  Business response

  04/11/2024

  Hello,

  When we arrived at the customers home we found the refrigerator unplugged and at room temp. We plugged unit back in and observed the overload/relay, which is the starting device for the compressor in a failed state. ************** quoted for replacement of the part and labor which customer signed estimate and approved **********************, unit was out of manufacture 12 month warranty ( customer purchase date 3/24/2022). After replacement of the starting device the refrigerator showed signs of cooling by developing a frost pattern on the evaporator coil and drawing proper amps to the circuit. Due to unit being unplugged we have to give the refrigerator at least ***** hours time to recover and drop down to proper temperatures. This is standard procedure for when a refrigerator has been unplugged, a good analogy would be you cannot diagnose a car engine with a dead starter. In some cases we find that after the start device replacement the Sealed System (Compressor) takes time to over heat and fails, we would not know until start device was replaced and compressor running. Advantage Appliance Repair provides 1 year parts and labor warranty on all our paid repairs, which of course we will always honor. The compressor has a limited sealed system warranty for 5 years from date of purchase. We have ordered needed parts from Whirlpool at no cost for parts and labor to the customer. Our trip fee of $129 is waived with a paid repair, which it was, customer paid labor ($199) and parts ($89.99). New compressor and labor to be installed are at no charge due to being under warranty, and customer will only be responsible for trip fee now ($129+tax)and was refunded $170.15. 

  I am not sure why customer thinks fraudulent charges were made? We have and they have provided a signed approved invoice. We do truly understand the inconveniences of a non-functioning refrigerator and are working to get you up and running asap. 

  Thank you,

  Advantage Appliance Repair

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They scheduled a repair through Whirlpool, show up and only provide a "service call" and charged us $138.00 and did not repair anything, could not tell us what is wrong with the fridge but speculated that it could possibly be a condenser, filter, or maybe a leak in the sealed system. When I called the office to see why I was being charged a service fee for a warranty issue that was scheduled through Whirlpool, someone named Crystal answered and was not only unhelpful but very condescending and hung up on me once then transferred me to a voicemail that hung up.

  Business response

  09/18/2023

  The customer was charged to have an authorized Whirlpool tech come to the home to verify issue and to determine which parts are needed and cost with warranty coverage. That charge is non refundable and the customer was quoted the trip fee ahead of time via phone (left 2 messages)and e mail showing our charges. I am aware that he paid another company but we are NOT that company and need to determine what is wrong to complete repair. He was quoted $500 to complete repair and refused to proceed due to trip fee charged. Below is a copy of the warranty coverage page to show what is covered and what is not. 

  LIMITED WARRANTY

  For one year from the date of purchase, when this major appliance is installed,
  operated and maintained according to instructions attached to or furnished
  with the product, KitchenAid brand of Whirlpool Corporation or Whirlpool
  Canada LP (hereafter “KitchenAid”) will pay for Factory Specified Replacement
  Parts and repair labor to correct defects in materials or workmanship that
  existed when this major appliance was purchased, or at its sole discretion
  replace the product. In the event of product replacement, your appliance will
  be warranted for the remaining term of the original unit's warranty period.
  SECOND THROUGH FIFTH YEAR LIMITED WARRANTY ON CAVITY LINER
  AND SEALED REFRIGERATION SYSTEM
  In the second through fifth years from the date of purchase, when this major
  appliance is installed, operated and maintained according to the instructions
  attached to or furnished with the product, KitchenAid brand will pay for factory
  specified replacement parts and repair labor for the following components to
  correct non-cosmetic defects in materials and workmanship in this part that
  prevent function of the refrigerator and that existed when this major appliance
  was purchased:
  ¦ Refrigerator/freezer cavity liner if the part cracks due to defective materials
  or workmanship.
  ¦ Sealed Refrigeration system (includes compressor, evaporator, condenser,
  dryer and connecting tubing).
  SIXTH THROUGH TENTH YEAR LIMITED WARRANTY (SEALED
  REFRIGERATION SYSTEM ONLY - **  LABOR NOT INCLUDED)
  In the sixth through tenth year from the date of purchase, when this major
  appliance is installed, operated and maintained according to instructions
  attached to or furnished with the product, KitchenAid brand will pay for factory
  specified replacement parts for the following components to correct defects in
  materials or workmanship in the sealed refrigeration system (includes
  compressor, evaporator, condenser, dryer and connecting tubing) that existed
  when this major appliance was purchased.
  YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LIMITED WARRANTY
  SHALL BE PRODUCT REPAIR AS PROVIDED HEREIN. Service must be
  provided by a KitchenAid designated service company. This limited warranty is

  valid only in the United States or Canada and applies only when the major

   appliance is used in the country in which it was purchased. This limited

  warranty is effective from the date of original consumer purchase. Proof of
  original purchase date is required to obtain service under this limited warranty

  Thank Yopu,

  ***** *****

  Business response

  09/19/2023

  Trip fee is non refundable. I can forward both recordings if you wish and it proves you were quoted. Here is our call log to show date and time too. 

  Call Lookup
  Invoice NumberPhone Number
  Search
  Call ID: *******
  
  Phone #: (**** ********
  Referenced Invoice: ******
  Time Started: ********** ********
  Duration: 00:00:49
  Status: Completed
  
  Call ID* ********
  
  Phone #: ***** ********
  Referenced Invoice: ******
  Time Started: ********** ********
  Duration: 00:00:48
  Status: Completed
  
  

  Trip fee is NON refundable.

  Customer response

  09/20/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Saying you called someone and actually talking to someone and getting a confirmation and consent are 2 completely different things. Your call probably got rejected by my spam filter. 

  What was first called a diagnostic fee you have changed the verbage to "trip charge" after I pointed out nothing was diagnosed.

  The facts are your tech showed up at my house for an appointment that was scheduled and confirmed by Whirlpool without my knowledge or approval of the diagnostic fee that is now being called a trip charge.

  Please show me a contract in writing, email, or provide a phone recording saying that I was made aware of this fee or agreed to these terms.

  ***** ******

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