Complaints

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was forced to use Big Ten Appliance Service by my ******** **** ****** home warranty. Big Ten Appliance Service was hired to fix a squeaky dryer. They didn’t even open the dryer to inspect the root cause of the problem before diagnosis. Big Ten Appliance Service replaced a bunch of parts that made the squeaking go away for a month or two. During the service call to replace the parts, the tech left a huge mess and argued with me when I asked him to stay a few minutes while I tested that the squeaking went away. When the squeaking came back a couple months later, they don’t stand by their work. They refuse to come back and fix what they were supposed to fix. They only provide a 30 day warranty on their work, which is preposterous. I basically paid $600 (the price of the warranty and the service fee) for this company to come out and do nothing. They didn’t solve the problem they were hired to solve and just want to bilk customers to replace parts and charge more service fees.

  Business response

  02/15/2023

  The customer is correct on the 30 day warranty period, which is set by his home warranty provider ******** **** ******. We have nothing to do with the warranty. When we were first dispatched out to the customer house he did advise of the squeaking coming from his dryer. This unit was an apartment size dryer in which we carry no parts for this dryer, so I did not open it up. I did order all the moving parts that could cause a squeak noise though ******** **** ******, and replaced all of them parts. I did leave all of the old parts there at the customers house confined all in one box, but there was no mess. I did take care of the issue that was reported to us at that time.    

  Customer response

  02/20/2023

  Big Ten Appliance Service either did not properly diagnose the problem or does not stand by their repairs.  The same issue came back a couple months later, so they didn’t fix it.  ******** **** ****** sent out a different repair company this week to correct what wasn’t done right in the first place by Big Ten Appliance Service.

  I filed a complaint with the Attorney General because ******** **** ****** cannot provide any documentation supporting that repairs are only warranted for 30 days.  I still have not received any documentation supporting a 30-day warranty from American Home Shield. 
  
  Can Big Ten Appliance Services provide any documentation from ******** **** ****** supporting this 30-day cutoff?  If not, you can go ahead and close this.  This has been a terrible experience with Big Ten Appliance service, and I would like it to be done.
  
  Not that it affected the repair, but the tech did leave a mess when he left.  Black dust was all over the floor.  I wiped it up myself. 
  

  Business response

  03/03/2023

  Big Ten Appliance is a sub- contractor for ******** **** ******.

  The warranty is for 30 days per ******** **** ******.

  On 10-28-22 we installed drum bearing, belt and rollers

  On 02-13-23 another company was out and replaced rollers, motor wheel pulley.

   

  Thank-you

  Brenda

*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. ↩