Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On or about August 4, 2023, I initiated a claim with my home warranty company as my dryer was not working. Complete Appliance Repair LLC (owner, Marvin *******) was sent to diagnose. The home warranty company explained that they would not cover a repair, and that it was advised to replace the unit, but I wanted to see about getting it repaired rather than replacing. I reached back out to Mr. ******* at Complete Appliance Repair to inquire if he felt the dryer was worth repairing and if so, if he would be interested in the job. Mr. ******* advised me that it was worth it and that they would be happy to assist. The repair cost was $488.01 and I was required to pay $340.60 which was for down payment in order for the job to be initiated. I was told that the part would arrive in one week. I was advised that a part was ordered for it on August 24, 2023, but I did not receive any outreach from Mr. *******. I reached out to Mr. ******* and sent out someone to replace the part, but it was the incorrect part. I tried to reach out a few more times to get any details or timelines for the work to be completed and I received no appropriate response. As of the date of this complaint, the dryer is still not functioning. I sent Mr. ******* multiple emails, text messages and phone messages requesting a refund since he could not fulfill his obligation, but he has ceased all communications. I sent Mr. ******* several ***** requests for refunds which was the original method of payment, and received no response. I sent out a certified letter through an attorney to Mr. ******* which he did not respond. I have not had use of my dryer for almost 3 months. I have no faith in Mr. Marvin ******* at Complete Appliance Repair and I'm requesting a refund for my down payment of $340.60 as no work has been completed in about 3 months. Unfortunately, I see that others has had this experience with this vendor.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Marvin ******* of Complete Appliance Repair was hired to fix a leaking LG washing machine. He came out, replaced the seal of the front loader as paid for. A week later, the washing machine continued to leak from the bottom. I called him once and assured he would come out the following Monday. He did not. I followed up a week or so later and he then indicated he would need to order a gasket to fix a problem he hasn't even come back out to look at. He ordered the gasket August 28th. He continues to ignore phone calls and when he does pick up he advises it is a special order part that hasn't come in. I have asked him to send me the tracking number for the part and he hasn't done that either. At this point, I would just like a refund as the problem has still not been fixed.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12, 2023 I filed a claim to repair my Whirlpool washing machine with my home warranty-Select Home Warranty. They assigned Complete Appliance Repair claim #******** to come to my home to do the repair on May 15, 2023. On the day of arrival, two men who were not professional looking and appeared to be under the influnence of either drugs or alcohol came to my home to look at the washer. I was very skeptical of their work and demeanor while looking at the washer. After about 20 minutes, the owner Marvin ******* said he diagnosed the problem and additional parts needed to be ordered to complete the repair. He stated that I would have to pay him $75 for the service call to my home, in which he refused to accept a check as payment. He stated that we had to pay either thru **** *** or ***** for the payment, in which we did pay. That evening, I received an email from Marvin ******* from ******************************.com in my SPAM account with written estimate for the additional parts of the repair in the amount of $215.76. He called me to state that I would need to pay half of the payable due required for him to order the parts for the washer. On May 19, 2023, we ****** the funds in the amount of $107.88 with the balance due when the repair was completed. Marvin confirmed that he received that payment via text message and stated that he would return to complete the repair on May 26, 2023. However, on that day, Complete Appliance Repair - Marvin ******* and his fraudulent employees were a no show. I sent a text that evening to ask him why didn't he show up for the appointment and when did he plan to return. He never responded to my text message. On May 27, 2023, I called the company number ********** to inquiry about the service repair, a woman answered the phone and stated that Marvin forgot to put my address on the schedule and stated that he would return on May 29, 2023 to finish the job. He never showed up and did not answer any phone calls made to him.

  Business response

  06/13/2023

  Good afternoon, this whole ordeal has been a complete misunderstanding and lack of communication on both sides. We have no problem with  reimbursing Ms. ******* the portion amount spoken about above. The issue is basically stemming for Mrs. ********* home warranty company which is Select Home Warranty. Her repair totaled in the Amount of  $440.76 minus the $75.00 service fee in which she paid on the day of service. After collecting the $75.00 service her estimate was submitted to Select Home Warranty with the balance of $365.76. Attach is the Authorization of $150.00 that her home warranty approved her claim for as well as the original estimate that was submitted to Select Home Warranty.  After the approval it left Mrs. ******* with a balance due of $215.76 in which I did explain to her that we require a 50% deposit to proceed with ordering her parts and the remaining balance would be due once the job was completed.

  In respect Select Home Warranty telling Ms ******* I was not suppose to collect any funds until the job was complete is  Fraudulent I am a contractor in my own right I just contract with select home warranty I am not one of their employees. After the home warranty gave me authorization for the amount that they are willing to cover I can collect whatever funds I need in regards to the repair at hand because it's no longer in their hands until the job is complete for them to pay me to remaining  balance of what they approve of $150.00. Thank you for reaching out in respect to this matter at hand. And side note I have also tried to reach out to Mrs. ******* and of course she has not responded back. I am open completely to her  Reimbursement.

  Customer response

  06/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: The owner Mr. ******* is not truthful and still not being accountable for his unprofessional actions. My home warranty-Select Home Warranty approved my claim for repair in the amount of up to $150. Any additional part to be ordered by Complete Appliance Repair would have to be paid by me if necessary. He stated that the parts had to be ordered and would total an additional $215.76; of which I would have to give him half of the balance in order to place the order. The warranty program insisted that Mr. ******* WAS NOT to receive any additional money until the job was complete. As a ccontractor for Select Home Warranty, it is obvious that Marvin ******* does not and have not abided by their own policy. Mr. ******* never returned to complete the repair and did not return any calls or text messages.

  Again, he is not being truthful in regards to not hearing back from me. I filed my complaint on 5/29/23, I received a text from Complete Appliance Repair on June 7, 2023 asking to return to complete the job. I immediately responded back via text telling the company that they will not be able to return to my home and that I had already cancelled the warranty program and filed the appropriate complaints against the company. That was our last communication with each other. A copy of the text was already submitted by the company.

  I have attached two sheets of Google negative 1 star reviews for Complete Appliance Repair that will document a consistent pattern of fraudulent, unprofessional, and unscrupulous practices. I am very open and looking forward to receiving my money back from this company.
  
  Sincerely,
  
  ******* ***************

  Business response

  06/16/2023

  Good evening I'll reimburse Mrs. ******* in the morning I'm not going back and forth about a miscommunication situation. The reimbursement is grounds to close the matter.
  
  

  Complete Appliance Repair

  Customer response

  06/16/2023

  
  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. Please have the company refund my money as soon as possible. Although Mr. ******* stated that he would refund my money this morning, as of the current time, I have not received any such refund.
  
  Sincerely,
  
  ******* ***************

  Customer response

  09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: BBB Note:  The consumer called and advised that she still has not received her refund. Reopening this complaint to determine from business when the consumer can expect to see the refund offered. 
  
  Sincerely,
  
  ******* ***************

  Business response

  09/27/2023

  BBB Note:  I spoke with the business owner, and was advised that they have not changed their position for the complaint and will not be responding further. 

*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. ↩