Complaints

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out on May 3, 2024 to do warranty service on my one month old Zline dual fuel stove. From the minute the tech walked in I was a little hesitant. I asked him to make sure he was keeping all tools and parts on the rug beside the stove. When he was almost done I went to check and he had scratched my hardwood floors, luckily not too bad and I was able to fix that. He finished up and was leaving the driveway. I was polishing the stove to clean it when I noticed a scratch on the top of it. I went out and caught him before he left my driveway. He did apologize and took pictures of it and said he would take care of it. I have text message from him and their office telling me they had ordered the part and even set up an appointment to replace the scratched part. Then I get a call from the owner's son who was very arrogant and condescending to me, telling me that they are not going to replace it, because the scratch was there when the tech got there. Umm? Really, then why would they go to the trouble of ordering the part and even making an appointment if they were never guilty of scratching my stove? Never have them do anything for you, never.

  Business response

  07/22/2024

  Hello!

  I do apologize you have had several issues with our business, however I show that you signed our post-work waiver acknowledging there were no damages done by our technician to your appliance. Due to this we would not be responsible for the damages you are claiming our technician to have done. The attached screenshots provided by you do not show any acknowledgement to the technician or staff of damages. I do show we went over this extensively with your warranty company as well.
  

  Customer response

  07/22/2024

   
  I am rejecting this response because: Although I did sign that at the first visual inspection, but once I was polishing the stove I noticed the scratch, and flagged down your technician in the driveway, he came in and also noticed it, and did agree he scratched it.  He took pictures, and said he would take care of it.  If in fact, he didn't do it , why would your company order the part, and why would your company make an appointment to come replace it?  I think that once you got the price of the part, ****** dollars, you decided to call me a liar and refuse to fix what your technician did.  He was not very careful at all, as he also scratched my floor, that I had to fix, and he acknowledged that as well while still there.  I am not some person trying to take advantage of a company.  Your technician damaged not only my floor, but my 2 month old range, acknowledged it in front of me, I have text messages from him and your company saying you are going to fix it, then you suddenly say, I did the scratch.  That is not true customer support. And reading the multiple complaints on BBB and other online sites, I see this is your MO.
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Electrolux/ Frigidaire sent out repair guy 3 times to fix our refrigerator and now I'm getting the runaround because the guy this last time didn't wait to see if the refrigerator was going to work. So now they are saying without another visit here they can't say our refrigerator is non fixable.

  Business response

  05/30/2024

  We do apologize you have not had a positive experience however we do have to follow the policy and guidelines of your warranty company and they are requiring an additional visit. Our technician cannot stay at the home for ***** hours to ensure unit will be functioning properly and your warranty is aware of this. I show we have you scheduled for your next appointment and your warranty will be contacted while in the home

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started by my **************** submitting a claim with them to do work of coming out to look at my refrigerator on 5/12/2023, they canceled that trip without calling **, only email notification. Then they reschedule for 5/16/2023, canceled the night before by email without a call notice, then I looked today they again canceled coming out again. They never answer their phones even from the Home ****************, my refrigerator is not in working order, it is leaking all over my floors, we are unable to have any form of food in the Fridge/Freezer, and this is just unacceptable service that is needing to be rectified ASAP.

  Business response

  05/25/2023

  Hello!
  

  The only phone number your warranty company provided us to contact you on was ************. We tried to reach this number on 5/10/23 when we received your work order and had to leave a message. We tried again on 5/11/23 and the male on the other line advised we had the wrong number. We tried again on 5/12/23 and had to leave a message again. No email or additional phone number was provided to ** and when we contacted ***** for a better number they advised they did not have one so they canceled the work order. We cannot confirm any information without a valid way to contact you to speak with you and schedule you. Please reach out to ***** to update your information and get a new work order

  Thanks

  Kayla

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to request reimbursement for the food we lost when our ** refrigerator went out on two separate occasions now after M&M Factory Service's repair man failed to properly repair it. On 2/20/23 the compressor was replaced and the unit appeared to be working so we began to use it as normal. On 3/9/23 it quit working and we discovered a fridge full of spoiled food! When the repair man came he explained the ******** valve got damaged from the heat when he soldered the new compressor on. He replaced it and the unit appeared to be working so we began to use it as normal. On 4/8/23 it quit working and we discovered a fridge full of spoiled food again! On 4/20/23, a different repair man was at our home, he explained that the other repair man did not properly soldered the joints when he installed the new compressor. Both occasions were the direct result of faulty repairs preformed by M&M Factory Service's repair man and were in no way caused by our normal us of the unit. Food is expensive, especially in todays economy. It is an unfair finical burden to me and my family that has been the direct cause of M&M Factory Service's faulty repair work. I am requesting $200 for each time the refrigerator went out for a total of $400. I am using that amount because ** sent us a check for $200 the first time the unit went out. In reality it should probably be higher. We have also wasted a lot of time coordinating with M&M Factory Service in order to set appointments and make sure some one is home in order for them to attempt to preform repairs.

  Business response

  04/23/2023

  Hello!

  You will need to contact ** as that is who your warranty is through. We did everything to the best of our ability to fix your appliance. If you are requesting reimbursement you will again need to contact ** as we are just a third party servicer who assists in servicing their appliances

  Thanks
  *****
  

  Customer response

  04/25/2023

   
  I am rejecting this response because:

  Let me be clear, your company has fixed our fridge 3 times now and shortly after it has quit working again.  We have lost a fridge full of food twice now because *********** man said its fixed and we began to use it like normal, only to have it go out again.  The third, most recent time now, we did not put food in it because we learned the first two times.  You can not claim no responsibility and say you are just a third party, you are still one of the parties.  You are THE party responsible for repairs!  If you can not do your job, you should not be in business!  You have cost me a lot of money in lost food which has been 100% the direct result of your actions.  How is it right to say, yep its fixed and then when it quits you say well we are just a third party, but well come fix it again.  On top of that, you have wasted so much of our time.  You have been out to our house something like 10 times now and cant get it right!  You should own up to your mistakes, do what is right and compensate us for our loss that was a result of your actions.  BBB, please be aware that this company can not do what they claim and others should be warned to avoid them!   
  
  

  
  

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 repair guys came out on 2 different occasions. Same service call. First ordered the parts for repair and forgot the bin. Second came out and put on the parts and again said he would order the bin so we could try out the ice maker. Both said they would order the broken bin because it froze and destroyed the bin and filter and everything underneath. Neither ordered it. I called to check on the order and was told my warranty company would have to do another service call to replace the bin. They are milking these companies for as much money as they can for repairs they know will not be fixed.

  Business response

  02/28/2023

  We ordered the parts on your call when we was out on 1/12/23 and there was no ice bin requested at that time. When we attempted to run your call to install parts on 2/2/23 you were not home and we closed the call to your warranty company billing for the 2 parts in your possession. We scheduled a call to come out and install both of the parts ordered on 1/12/23 and the technician did request to send the ice bin however there was no open call to bill the ice bin to your warranty company. We can not open the call to the warranty company as it is your contract. We only need this call to bill the ice bin to the warranty company without it we can not be paid for a part you will receive to fix your unit. If you would have been home when we attempted your call on 2/2/23 we would not be needing another call open. We can not bill another call to your warranty company as we have time lines to bill in but we do need to get reimbursed for the ice bin we will be paying for and you will be receiving. Sorry for the inconvenience but this is what needs to happen.

*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. ↩