Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called a tech to come out to diagnose an ice maker issue. Paid the $129 plus tax for the tech to tell us we needed a new ice maker and a valve to the tune of well over $1,000. Can easily buy a new refrigerator for that. Found someone else to fix it for a total of $390. Beware of the gouging of this company. I think they may have tried to take advantage of my 75 year old mother who was home by herself when the tech came - or he just didnt want to do the job so he gave an absurd price. Thats too much of a difference in price for it not to have been something nefarious. Highway robbery!!! Absolutely hate we wasted $140 on the service call. Please Beware

  

  Business response

  01/07/2025

  We explain the diagnostic fee to every customer upon booking the call. This is less than most of our competitors and it is associated with the cost to get the technician to the home, run through diagnostic on the appliance and offer a solution to repair. The repair cost includes parts that we purchase from the manufacturer and the labor which we give a 1-year warranty on both. We are a repair service. We want to repair the appliance-not simply come out to collect a diagnostic fee. Still, we value taking care of our customers on every visit. Possibly the explanation wasn't explained or understood completely.

  Customer response

  01/07/2025

   
  Complaint: 22743994
  
  I am rejecting this response because:  The problem was not specifically the service fee.  That was explained.  It was the absurdity of the amount to fix the issue.  Had I any inkling the price would be so padded, I most definitely would've saved the service fee and called someone else.  $140 service charge plus $948 to fix an ice maker/valve is absolutely ABSURD!  Having to pay the service fee to hear that just added insult to injury.  Also, the tech advised that we could not turn off the water to the ice maker, "on this one" (referencing our refrigerator), so it continued to leak from the back of the refrigerator for another week, which required constant attention.  My cousin came over a week later and turned off the water, with no issues, making what the tech told us an untruth.
  
  Sincerely,
  
  **** ******

  

  Business response

  01/20/2025

  The estimate includes the cost associated with parts and labor to complete the repair. All repairs are warrantied for 1 year on parts and labor-in the event the appliance has a different issue than before there will still be no diagnostic fee during that year. The customer decides whether or not to move forward with the repair. In this case, she chose not to move forward. We are issuing the refund of $141.58 which is the diagnostic fee paid to us by the client because she was unhappy with our service.

  

  Business response

  01/21/2025

  The estimate includes the cost associated with parts and labor to complete the repair. All repairs are warrantied for 1 year on parts and labor-in the event the appliance has a different issue than before there will still be no diagnostic fee during that year. The customer decides whether or not to move forward with the repair. In this case, she chose not to move forward. We are issuing the refund of $141.58 which is the diagnostic fee paid to us by the client because she was unhappy with our service.

  

  Business response

  01/21/2025

  The estimate includes the cost associated with parts and labor to complete the repair. All repairs are warrantied for 1 year on parts and labor-in the event the appliance has a different issue than before there will still be no diagnostic fee during that year. The customer decides whether or not to move forward with the repair. In this case, she chose not to move forward. We are issuing the refund of $141.58 which is the diagnostic fee paid to us by the client because she was unhappy with our service.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Technician diagnosed blower shutoff at Jenn Air stove, changed switch, didnt resolve problem, blamed outside vent which is clear, never returned for follow up or refund

  

  Business response

  01/20/2025

  Mr. ******* has not contacted our office in reference to his appliance not being operational. We were there in November and upon leaving the home, the appliance was working. We were out on January 17th--a few days ago to look at his built-in microwave and he did not mention that there were any issues. We will call Mr. ******* in effort to get this resolved.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a faulty microwave, I scheduled an appointment with Mr. ********************** to look at it ($129 for site visit). They came, looked at it and quoted me to repair it. I agreed to the repair and paid $279.06 (half the quoted price to fix). The engineer left, and for the next month, I got texts that parts were on backorder. Then they decided to cancel my repair and refunded everything but the onsite visit fee. If I had denied the repair, I expected to owe the $129, but if they do the repair, that was included in the cost to fix. So they didn't fix anything and kept the $129. Pretty good business to take money and not actually deliver on what is agreed upon. They still owe me the appointment fee as I agreed to the repair and paid 50% toward it. They didn't even do the refund of difference. Should have been $150.06, instead, they refunded $137.48. (I expect a full refund for services not carried out which is the remaining $141.58)

  

  Business response

  11/18/2024

  The $129 plus tax includes the trip fee and diagnosis of the appliance. If our office did not relay this information, I will take this and coach our team appropriately. We will refund the balance the customer has requested of $141.58 on today.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had called them to fix my refrigerator, first technician said he this was not his area of expertise another tech will be will come out . Charges me $108. Almost 12 days have passed to response from anyone. Called the office again to find out about the second technician. Finally comes out and orders an new electric board and replaces it the next week something that (even me who is not technical) was totally confused. He replaced an electric board panel. At an additional cost of $329.The technician said he will call tomorrow morning to make sure everything is well. No call was ever received. Tried calling the technician but never answered..The problem still persists. Called the office again and was advised that they will send a senior technician. The third technician comes and and diagnose the problem as a faulty fan and upon asking how much additional it will cost me, he advised since we paid all that money he would not charge us any additional as the fan only costs $50. We were very disturbed to learn that at $50 fix costed us $437 due to incompetence of technicians. Called many times to speak to higher management,but unfortunately never got any one. Finally spoke to *********** who was really no help and could not give me an answer . He offered to come take out his parts and have the old parts put back. And never heard back from him. Upon calling him to follow up always got an answer that he was in a meeting etc. Have all my phone records to back up my endless call to *************************** Seems like a fraudulent company with not ethics.

  

  Business response

  01/16/2024

  We diagnosed on October 5th, the customer did not want to pay for the repair but wanted the invoice in order to send to his warranty company. He called the office again in November deciding to move forward with the repair. He was upset when the ordered part was delayed by 1 day after the parts department notified him promptly. We installed on November the 10th when the part arrived. Technician tested the refrigerator, and it was working at the end of the call. Customer called back in on 11/14/24, the supervising technician went out and diagnosed additional issues with the refrigerator. We ordered those parts and installed them as soon as they arrived on November 22nd. The additional repair cost exceeds the cost of the first repair. We did not charge the customer for the additional repair nor for the additional parts. **** is the business manager and along with several customer service representatives, have spoken with Mr. ******* several times. The refrigerator is functioning as it should, and the repair is good.  Because he was insistent on getting a refund even though the repair is good...**** advised that we could put his old parts back on, remove our new parts and refund him. He stated that he was not wanting to do that. Of course, since the time has passed where we could reasonably return the parts, we cannot offer that as a solution now. The repair is good, but Mr. ******* has relayed to us that he feels that he should be refunded. We tried to accommodate him by offering a refund and a return of the parts. He did not want to agree with that and felt the only solution was allowing him to have a good repair to his refrigerator at no cost to him. We will not be issuing a refund because we repaired the refrigerator and obliged him even more with an additional repair (at no cost to him). I have attached as much of the corresponding details of his invoice. If we can further assist, please make me aware.

   

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

  Jobs
  1 - 4 displayed , 4 in total
  PartInstal Nov 22, 2023 ******* ****************** ************************ WSA Completed $0.00 $0.00 Customer
  PartInstal Nov 10, ***************** Dominion Cove ************************************** WSA Completed $521.44 $0.00 Customer (cost of repair minus diagnostic fees)
  COD Oct 13, 2023 ******* **** Dominion Cove ************************************************ $0.00 $0.00 Customer
  COD Oct 12, ***************** Dominion Cove ************************************** Finalized $108.65 $0.05 Customer (diagnostic/dispatch fee)

  Internal Work Order Comments
  
   10/13/23 02:14 PM - Toy, *****
  cust requested updated invoice less diag fee, plus tax. Needs to submit to warranty company.
   10/13/23 02:08 PM - Toy, *****
  customer wants estimate with tax, less diag fee. She needs to submit to insurance.
  
  Technician Alert
  
   10/11/23 10:33 AM - ****************************
  Needs a seal system technician to give customer an estimate. Scheduled for 10/12 AM.

   

  Office Alert
   
  11/09/23 03:17 PM - ********************
  9434608205499455361229 Part was suppose to be delivered today Postman. Sch to be delivered Friday 11/10. Postal.
   11/07/23 09:25 AM - ********************
  Parts will be in 11/09. Spoke to customer, set appt for 11/10 PM

   

  ******************************
  ************************************
  **************  
  Total Billed: $0.00
  Amount Paid: $0.00
  Adjustments: $0.00
  Balance Remaining: $0.00

  Work Order Tasks
  Name
  Equipment Make
  Equipment Model
  Equipment Serial #
  Install Date
  Part Total
  Task Total
  Accepted
  Active
                                                   All                                                 Active                                                 Inactive                                             
  1 - 2 displayed , 2 in total Additional Repair Cost
  Repair Maytag MF12570FEZ07 K93225187 10/12/2019 $374.64 $649.64
  adjust Maytag MFI2570FE207 K93225187 10/5/2018 -($649.64)
  Parts - Repair
  
  MFG
  MFG #
  Part Name
  Cost
  QTY
  Price
  Extended
  Used Stock Part
  
  
  1 - 2 displayed , 2 in total additional parts
  WPL WPW10196393 CONTROL  1 $195.85 -($195.85)
  WPL W11334745 MOTOR-EVAP 1 $178.79-( $178.79)

  Customer response

  01/17/2024

  Would firstly like to ******************************* for finally responding to me after taking this step despite contacting them several times and not able to get a respond from them. 
  Lots Of contradicting statements on this response however, when ****************** had come out on the 10th he had said the refrigerator will take 24 hours to defrost and reset to the original setting and **** be good. He even advised that he will be calling the next day, which was a Saturday, after 24 hours the refrigerator was still doing the same thing. Tried to contact him on a Saturday, but could not get a response. Therefore had to call the office on Monday which is I think 14 November, where a senior technician was dispatched to all our residence. Hes finding was a faulty fan that was causing the refrigerator to freeze and not the original replacement of the electronic board on the door. I see he has also mentioned about the warranty, yes, any customer who has a large ********************** and has warranties on them will obviously be needing support of documents to forward to their warranty company for the appliance. ************ mentioned that he offered to replace The old parts, and take the new ones off, also mentioning about the timeline of having it. Which we agreed that we can go ahead, but he was supposed to find out about the parts and get back to us which up till today have not heard from them.

  Any consumer has the right to protect their property and getting additional insurance is their choice that does not give anybody the right to do things and not be responsible for their actions. I do not understand how this company conducts business when they cannot even get back to their customers with whatever complaints they may have. Really bad business practice. 

  Customer response

  01/22/2024

   
  Complaint: 21135111
  
  I am rejecting this response because: 

   

  Would firstly like to ******************************* for finally responding to me after taking this step despite contacting them several times and not able to get a respond from them. 
  Lots Of contradicting statements on this response however, when ****************** had come out on the 10th he had said the refrigerator will take 24 hours to defrost and reset to the original setting and **** be good. He even advised that he will be calling the next day, which was a Saturday, after 24 hours the refrigerator was still doing the same thing. Tried to contact him on a Saturday, but could not get a response. Therefore had to call the office on Monday which is I think 14 November, where a senior technician was dispatched to all our residence. Hes finding was a faulty fan that was causing the refrigerator to freeze and not the original replacement of the electronic board on the door. I see he has also mentioned about the warranty, yes, any customer who has a large ********************** and has warranties on them will obviously be needing support of documents to forward to their warranty company for the appliance. ************ mentioned that he offered to replace The old parts, and take the new ones off, also mentioning about the timeline of having it. Which we agreed that we can go ahead, but he was supposed to find out about the parts and get back to us which up till today have not heard from them.
  
  Any consumer has the right to protect their property and getting additional insurance is their choice that does not give anybody the right to do things and not be responsible for their actions. I do not understand how this company conducts business when they cannot even get back to their customers with whatever complaints they may have. Really bad business practice. 
  
  Sincerely,
  
  *****************************

  

  Business response

  01/22/2024

  Unless we are misunderstanding, the customer is requesting a refund. The basis of a refund would be that we could not repair the appliance, or the customer decided not to repair after paying and no repair was completed. The repair has been completed and when we spoke with the customer, he stated that the unit is working. We offered at the time of the first complaint to remove the good parts and put his non-functional part back on the appliance. Each team member that handled this issue stated that the customer did not want the technician to return and remove the new parts but insisted that we refund the repair. Any time an issue arises we do all we can to resolve the concerns of our customers. We give a 1-year warranty on parts and labor which we firmly stand behind. We strive to offer superior service with every client. Unless there is a misunderstanding that has not been addressed, there is not a valid reason to issue a refund in this case.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a full refund $415.46 for a refrigerator repair that only lasted two months. I hired Mr. ********************** to repair my refrigerator because it was not cooling. Two months, after the repair, the refrigerator stopped cooling. I contacted the office several times. I asked to speak with management several times. I should not be refused my refund because the receptionist did not know the proper steps to take or that she forgot to tell the manager for four days. When they offered to give me my money back, I gave them an opportunity to get their part back. They did not respond. I should not be refused my refund because management refused to handle what was happening with the repair. I should not have to pay $415.46 for a refrigerator repair that last two months. Mr. ********************** was expected to come out and give me an expert repair, not to charge $415.46 for a two-month patch job. They offered to give me my money back but I have not received a refund or any correspondence from Mr. **********************. I have attached a detail to support what happened.

  

  Business response

  10/19/2023

  Below is the analysis of work performed. The refrigerator was not cooling nor was the compressor running when the technician arrived. The starter device performed as expected and the compressor was back up and running after the technician's repair. The unit was cooling on the date of the repair--July 14, 2023. ************ called back in on September 21st and we dispatched a technician to her immediately. The compressor had stopped running completely and requires a replacement in order for the refrigerator to cool. The customer declined any further repairs and wants a refund for the original repair. The original repair held and has nothing to do with the failure of the compressor. The refrigerator is about 17 years old. The compressor has failed due to normal wear and tear along with age. However, the refrigerator is repairable. 

  Analysis & Work Performed
   
  07/14/23 04:00 PM - **********************************
  The start device has failed. It would not start the compressor. The new start device started the compressor, and it began cooling again. There is a tap on the compressor to recharge or check the system. It is cooling. I informed customer of the tap possibly causing issues later. This indicates that work had been done prior to our visit which may have caused a leak of freon from the compressor.

  

  Business response

  10/25/2023

  Below is the analysis of work performed. The refrigerator was not cooling nor was the compressor running when the technician arrived. The starter device performed as expected and the compressor was back up and running after the technician's repair. The unit was cooling on the date of the repair--July 14, 2023. ************ called back in on September 21st and we dispatched a technician to her immediately. The compressor had stopped running completely and requires a replacement in order for the refrigerator to cool. The customer declined any further repairs and wants a refund for the original repair. The original repair held and has nothing to do with the failure of the compressor. The refrigerator is about 17 years old. The compressor has failed due to normal wear and tear along with age. However, the refrigerator is repairable. 
  
  Analysis & Work Performed
   
  07/14/23 04:00 PM - **********************************
  The start device has failed. It would not start the compressor. The new start device started the compressor, and it began cooling again. There is a tap on the compressor to recharge or check the system. It is cooling. I informed customer of the tap possibly causing issues later. This indicates that work had been done prior to our visit which may have caused a leak of freon from the compressor.
  

  Customer response

  10/30/2023

   
  Complaint: 20744481
  
  I am rejecting this response because:

  Mr. Appliance was hired to repair my refrigerator which was not cooling. The repair completed allowed my refrigerator to cool for two months. The business has admitted the repair was completed with the possibility of issues later. I was not given the $1.100.00 quote to repair the compressor on the first visit. $1,100.00 plus the $415.46 is the cost of a new refrigerator, not a repair. The workmanship completed did not complete the repair if my refrigerator stopped cooling two months later. Understanding this,the company offered to refund my money when they receive their part back. I gave them opportunity to retrieve the part. They did not attempt to retrieve the part.  I am requesting a full refund of $415.46. 

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

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i pd mr ********************** in memphis $823.11 for labor to install the new compressor that was under warranty with *** on 9/22 they came out and diagnosed the issue as the compressor and collected $108.65. on 9/30 the new compressor was installed...that was friday. on Wed the following week 10/4 the refrigerator wasnt working again. they came out again and said its the evaporator and he (*******) should have caught it. im not paying for another dime with this company and i want my $823.11 labor charges fully refunded because my refrigerators is not working. *** called the office asked for the mgr to call me and i havent received a phone call back. i called the corporate office and havent received a phone call back

  

  Business response

  10/10/2023

  Mr. Appliance installed a compressor for **************** that was not ordered nor supplied by Mr. *********************** We diagnosed a problem with the compressor on 9/22/23 as follows:  Inspected compressor, it isnt blowing any Freon into the coils.  New compressor being supplied via warranty company.

  The customer understood and agreed that Mr. ********************** would not warranty any parts not supplied by us. Our standard warranty issued to all of our customer is 1 year on labor and all parts (replaced) and furnished by Mr. *********************** The customer requested and was supplied the compressor by *** and she is now having additional issues with the evaporator. We made the customer aware that she will need to call ** since her evaporator has now gone out. She demanded that someone give her a refund for the install of the compressor which she also needed. Her issue now is a new problem that she felt the technician should have detected at the time of the first visit. However, if we could have known that the evaporator was failing, she would have had the same options as we are still offering. ** to furnish the new evaporator and pay us to install it or she would pay the cost for us to furnish and install the new evaporator in which she would have a full warranty of parts and labor. 

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm simply disappointed and hurt, to say the least. I invested a lot of money in Mr. ********************** for the repair of my washer and dryer. My technician, ******, was very dishonest, always promising me that the work and the job would be completed but yet always demanding money. ****** had a very strange and erratic behavior, with profuse sweating and pacing all the time while in my home. I would tell him to take a break and calm down. ****** stole my personal bit s**** as well as the previous vent that was on my dryer. He promised that he would repair my dryer and that there was a drum issue. He never did anything with my dryer in regards to the motor repair or drum, but simply replaced the vent that he had previously stolen from my home. I was promised time and time again that the work could be done and the issue could be fixed. He would ask that I pay him in cash as well as with debit card payments, which I did. ****** would say, "I think it's best that you prepay and everything will be fine." ************** he would quote prices and amounts that did not match with what the call center would report. But when I reached out to Mr. *********************** I was promised that I would receive a full refund, which I have not received as of yet. They only paid me a portion of the refund. I was promised calls from supervisors, and **** would assist. However, I expressed to them and pointed out that ****** the technician was not very honest when he was accepting payments. I paid him from November 2022 until March 2023 with cash and debit card payments. The first payment was made in November, and thereafter, in December, January, and February, he did not report the funds that he accepted in cash until March. I feel as if he was pocketing the money because it was not accounted for in the system when I requested the full refund, and they stated that they would send out another technician to look at my dryer when, in actuality, there's no issue with the dryer. Once again, this proves he stole

  

  Business response

  03/22/2023

  We are very appreciative of our customers time when they take a few moments out of their busy lives to give us a review.  As every business we are even more appreciative when the review is positive. Still, we look for opportunities to improve our team members when the review is not at its highest rating. It saddens me when we receive a review such as the one below. Most of this story is a fabrication of a customer who is wanting not to pay for services rendered. ************************ paid to have a washer and a dryer repaired.  We scheduled and arrived at several appointments because she could not make up her mind whether she wanted the appliances repaired, if she was going to supply her own parts, and multiple reschedules because she had no power to her home. We repaired both appliances. However, the washer eventually required additional repairs which would exceed the cost of the appliance. We issued a refund on the same day we spoke with the customer.************** and the office thoroughly explained the circumstances which the customer had no problem with on that particular day. About a week later, she calls stating that she expected to receive a refund for the dryer repair as well. Several customer service reps explained to ************************ that we would not refund the dryer repair simply because the washer was not repaired.  She called back several times screaming at different representatives. I offered to send my senor technician out to her home to check the dryer to ensure that it was working properly. The customer declined to allow anyone to come back out and continued to state we should just giver her money back because we refunded the washer repair. The total repair was $715.11.  We issued a refund for $569.61 Ms.*********** recaption of what occurred on the visits to her home is the result of wanting an additional refund for a dryer we repaired and installed a new vent on.a dryer that is repaired and still working properly.
  
  Again,we regret such a negative review that paints one our best technicians, competent within his skill set and receives many positive reviews--in a bad way.  I assure you we did everything we could within reason to satisfy ************************. If we can further assist, please feel free to reach out tome directly at ************. I did attach a copy of the refund

  Customer response

  03/22/2023

   
  Complaint: 19618514
  
  I am rejecting this response because: I never had my dryer serviced and the person responding is neither a supervisor nor manager but in fact ******* herself. Please review and assist. I have multiple witnesses and even they credited my demeanor when I spoke to Mr. ****************************************************************************************

  Customer response

  03/22/2023

  I paid in cash and there was someone present each time I did. ****** isn't claim the amount paid by cash. I never had my dryer serviced. My concern was my washer.

  Customer response

  03/23/2023

  Please honor my request to reject the response from the company. I still require proof of cash payments. ****** left linen in the washer from the many times he test the repairs he made and it left mildew, the idea that he accepted payments by cash and I would call to make the company aware of the transaction and they had no receipt of those payments also taking my big screwdriver and the removal of my vent without my consent previously I also have surveillance camera footage of him spending most of his time outside of my home on the phone instead of servicing my appliance and stating that he was talking to a technician who could assist him I'm not trying to argue nor did I want to just tear your reputation however the way I have been treated I no longer consider your company Noble nor trustworthy and regret my previous admiration for your company.

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