Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the company to repair my washer m. They came out the 1st time and to me they needed to order a part. They came back a week later with the part, did a repair and told me it was fixed. This time it was worse than it was before their repair. I called they came back and told me they needed to order a new part. UltraFix came back, told me it was fixed and if it breaks again I need to by a new. Well, it is not fixed. It sounds horrible, it never made this sound. Plus, it is not working. It keeps shutting down. I a requesting a full refund. Also, cost for trips to the laundromat.

  Business response

  12/09/2024

  Dear Jacqueline ******, 
  
  
  We sincerely apologize for the inconvenience and frustration you’ve experienced with the repair of your washer. To ensure we provide a fair and timely resolution, we are issuing a full refund for the repair service (please see attached invoice for reference). The refund will be processed and completed within 3-5 business days (please see attached invoice for reference).
  
  
  We value your feedback and are committed to improving our service. Please reach out with any questions on this matter.
  
  
  Thank you,
  UltraFix.
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September of this year, we had our washing machine repaired. We waited over a week for the part to arrive. When it finally came, the technician mentioned that he also needed to glue something. I guess the glue only lasted for 6 weeks. The washer is leaking again. The washer is clearly not fixed, but the company states we need to pay for the service again. The problem was not fixed. I don’t understand why I need to pay a second time for something that was not repaired properly the first time.

  Business response

  10/15/2024

  Dear Jen,
  
  
  Thank you for bringing your concerns to our attention. We apologize for any frustration this has caused. As stated on the invoice you signed (see attached), all labor performed is warranted for 30 days. This policy reflects our standard guarantee.
  
  
  However, to address your situation, we are willing to send a technician to assess the issue at no charge. We appreciate your understanding and look forward to resolving this matter promptly.
  
  
  Best regards,

  UltraFix Appliance Repair 

   

  Customer response

  10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
  

  Jen Hackworth 
  
  
   

  
  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our incident occurred Monday 9/9/24. Our refrigerator was making some grinding/buzzing noises late at night and then seemed to cut out in the early morning. I asked my wife to take point on this and to call an appliance repair company to help us get our fridge back up and running as I was at work. She contacted Ultrafix Appliance Repair to come “diagnose” the problem. Our tech had claimed it was a control board problem (oddly on only a 3-year-old fridge) and could order the part and replace it within the week – at a steep price, mind you. We agreed if it would fix the issue; additionally, I asked on the phone how everything else looked by which he replied “great.” An appointment was set for him to come on 9/11/24 (Wednesday) from 12-3 by which he arrived at about 5:30 PM. He replaced the control board, and he had told my wife that he would also clean everything as well; once again, I asked how everything looked when the back panel was opened (coils, inlet water valve, etc.). He responded, “everything was clean and looked great.” That night the same loud noise occurred. It was not the control board. I called Ultrafix and demanded them to pick up the part and give me a refund to which I could only have a partial refund being charged $85 for their “diagnosis” and restocking fee for something they probably bought of eBay. He once again came to get the part (from 5-7), and he arrived at 7:30 PM while on the phone the whole time speaking in a foreign language. I currently have diagnosed the problem myself and have the fridge working stably, and can you guess what, the coils were filthy. I am not sure if it was the tech’s lack of knowledge or a complete lie. My biggest worry is the fact that they can come “diagnose” a problem of an appliance, take a guess or look on their phone, if the problem is not fixed, they can try again and spiral a customer financially down until they break. Or, if they are made, they simply get $125 for doing absolutely nothing. ****** ***** *****

  Business response

  09/30/2024

  Dear George,
  
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the frustration and inconvenience you encountered with your refrigerator repair. We take customer feedback very seriously, so we will be reviewing this case with the technician involved to prevent similar situations in the future. We strive to ensure our technicians provide accurate assessments and high-quality service. 
  
  We would like to offer you a full refund of the diagnosis fee as a gesture of goodwill. You will be receiving a check with the refund in the mail (see attached screenshot). Thank you for your understanding and patience. We appreciate your business and hope to restore your faith in our services.
  
  
  Best regards,
  UltraFix Appliance Repair 

  Customer response

  10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  their technician showed up on time, I explained the issue I was having with the washer. He spent the next 30 minutes online looking for a solution rather than using diagnostic equipment or using his knowledge. He eventually said my drain pump was bad but he didn't have a replacement with him. He gave me the part number and told me it was just 2 screws and 1 wire and was easy to replace. I ordered the part, put it in, just 15 minutes. I ended paying $85 for bad advice as there was no difference after installation. Same problem. The technician used the Internet to diagnose the problem. No knowledge of what he was doing. I sent them a response but they never took the time to respond back. Don't let the 4.9 rating fool you as it did me

  Business response

  09/08/2024

  Hi Alex,
  
  
  Thank you for reaching out and sharing your experience. We are truly sorry to hear about the frustration you’ve had with our service. It’s clear that the technician’s approach did not meet the standards we strive for, so we apologize for the inconvenience this has caused.
  
  We have processed a full refund of $85 for the service charge (receipt attached).
  
  Thank you for bringing this matter to our attention. If you have any further questions or concerns, please don’t hesitate to reach out.
  
  
  Best regards,

  UltraFix Appliance Repair

  Customer response

  09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had bad experience with them fixing my washer. On 5/13/24 echnician named Orik came to fix our washer. The problem was simple: the drain was not draining. Later, another technician told me the solution was straightforward—just changing the drain pump, which costs $50, plus $50 for labor, totaling $100. However, Orik, a ********* and *****, told me the problem was with the Smart Board, which costs almost $500, plus another $500 for labor, and, of course, the drain pump. The total cost, with taxes, was $1177 (I will attach the receipt for confirmation). I paid $374.5 upfront. After fixing everything with another company, I contacted the UltraFix manager, explained the whole story, and initially, he apologized and promised a refund. But he did nothing. Only after I called him over 20 times, with a different excuse each time, did he finally agree to refund me fully(after I told him I will take it to Court) —IF I changed my 1-star review to 5 stars, which is absolutely illegal! I refused. Finally, after more than two months, he sent me a partial refund check. They charged for both the washer and dryer service fees, $85 each, and I had to call another company to fix it. ******* ******* *** *** ********** *** ********** ****** ** ******* ** **** ********** *** ****** ******* ** ********** ******* **** ********* ****** * ********** ***********  ** *** **** *** *** ******** ******* ** ****** * ******* *** ***** **** *** *** **** ******* **** ******* ******** * ******** **** ** ****** ** ***** 

  Business response

  07/12/2024

  Dear Arie,
  
  Please accept our sincere apologies for any frustration this has caused you.
  
  Upon reviewing the details of your compliant, we acknowledge the delay you experienced. However, during investigation of your case it has come to our attention that there were attempts to solicit false statements from our technicians for personal insurance claim purposes, which is unacceptable. We also received a call from your insurance regarding a false claim you were attempting to make regarding repairs with UltraFix. Therefore, when you wished to no longer proceed with repairs we sent you a partial refund keeping the $85 service call fee per company policy, which was agreed upon prior to your appointment. Please see attached for confirmation of $289.50 refund.
  
  
  Regarding your comments about fake reviews, we assure you that we strive to maintain transparency and authenticity and all reviews are real.
  
  
  Sincerely, 
  UltraFix Appliance Repair.  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Initial service was on 3/25/2024 for washer repair. We paid $85 for this analysis + $105 towards the cost of the repair (paid the same day). Around a week later a representative informed me via phone that the part had arrived and a repair technician would come on 4/2/2024. The scheduled repair day came and went without service or communication regarding the delay. When I called to inquire, I received a new ETA…unfortunately, this occurred three more times!!! On the 4th missed eta, I was informed that, “part was in transit and HOPEFULLY the technician would arrive the following Tues.” Initially I requested a discount for inconvenience of adjusting my schedule multiple times for no-show/no-call apts. Not only was the tech repeatedly a no-show, but no one bothered to provide a courtesy call or text to inform me of any changes/delays. I had to reach out to the company every time to inquire why I was home waiting on a technician who was not coming. I was told I could not be given a discount over $20. Eventually, I decided that the best option was to request a refund. I was transferred to supervisor, “Raf.” And informed him that I was no longer comfortable moving forward and would like a refund. He stated that parts were on backorder. I clarified that delays didn’t contribute to my dissatisfaction with the service. If the TAT had been communicated, I could’ve easily planned around a washer that was down for repairs. The time and energy I spent planning to meet with a technician, followed by calls to the company in confusion, could’ve been used at a laundromat. He assured me that I would receive a refund. But just like the technician that never returned…neither did my refund. As of today, 4/15/2024, I still haven’t received the refund that was promised on 4/5/2024. At this point, I’m out of a total of $190 with UltraFix, plus an additional $65 to get a 2nd opinion before any repairs could begin. Please use caution with this company!

  Business response

  04/23/2024

   

  "Hi Natasha,

   

  I apologize for any frustration this has caused. We informed you the parts were on backorder and offered a $20 discount for the inconvenience. However, you declined this offer so we canceled the part and issued a refund minus the cost of shipping and service fee. Please see attached file confirming the $81 refund.

   

  Best regards, 

  UltraFix Appliance Repair."

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1-28-24, I called UltraFix for a refrigerator repair. They came the next day. It was an $85 charge just to show up but it was explained that the $85 would be credited to any repair. I was charged $320 (cash) for the repair. Orik, the tech, had no refrigeration equipment to do a thorough check. He also put a wet rag on the compressor as part of the repair, to "cool it down." He replaced a relay that after researching it, cost under $30. He charged me $320 for the repair. The next day, it still didn't work. I called back and he said that he would come back. Without checking anything with equipment, he now said that the compressor was bad. I asked for a refund for the part that he installed yesterday and understood that I was stuck paying the $85 fee. He agreed to put in the refund. Shortly after, I received a text from an unknown number* ************* stating that I would receive my refund. He or she asked for my address for the refund which I provided. I have not received my refund. I texted the number again and received no response. I am looking for a refund as they agreed for $235. Thank you.

  Business response

  02/05/2024

  Hi There 
  This customer was refunded next day of service 
  We texted him the confirmation number as well
  Please find attached files 
  
  Regards
  Aydin

  Customer response

  02/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  I did receive the refund.  I had to call daily to push the refund but I finally received it.  Thank you for your help.
  
   
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Do Not hire this company!!! UltraFix Appliance Repair sent a technician to my home to fix a beverage cooler, the technician arrived reeking of *********, after an hour he said the unit was fixed. Within 5 minutes of his departure the unit was not working. I called Ultrafix and they sent him back a few days later, again he arrived with the smell of ********* wafting around him. He took a part the unit and worked on it for over an hour, I got a strange feeling he did not know what he was doing. Hindsight, the technician was clearly under the influence of illicit drugs, and I should have never let him in my home. Finally, he said he needed to order a part and that the office would call back the next day. The next day they called to tell me the unit was not repairable, to just buy a new one. Unbeknownst to them I had already had a company out that said they COULD fix it but couldn’t come back for a month, the reason I called Ultrafix. So, I called the original company back and scheduled to have the new part installed. When the technician arrived with the new part, he saw that parts were missing, parts that were there his last visit before the technician for Ultrafix came. I immediately called the Ultrafix technician and when he answered I asked about the missing parts, he immediately hung up and would not answer my calls after repeated attempts. I called the office and spoke with “Ram” the supervisor, he accused me of lying and would not offer any help whatsoever. So, in a nutshell, they told me to trash a fixable $3000 refrigerator and thinking I was going to throw it out, they stripped parts out of it. Again, do not hire this company!!!!!

  Business response

  01/12/2024

  I have carefully reviewed this complaint. Previously, we have already attempted to reach out to Jim ******. A refund was offered to him, however he was very upset, declined the offer and continued to leave bad reviews. UltraFix is definitely willing to resolve the issue with Jim if he was willing to listen. 

   

  Thank you,

  Saida ********

  Customer response

  02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The owner hung up on me the last time I spoke with him. The owner had another employee call and we discussed the issue and she stated she would call me back with a resolution and I never heard back.  I want the part from my beverage cooler that was removed by the technician and stolen.  I do not want a refund because the part costs more than the proposed refund.  I also want an apology from the company for sending a technician that reaked of ********* into my home.  
  
  
  
  Regards,
  
  Jim ******
   
  

  Business response

  02/22/2024

  I called this customer multiple times and texted as well. I offered $200 compensation for the inconvenience which he declined. All our tech are passed drug test and the part we never stole any part from this refrigerator. Technician replaced the start relay but the compressor did not start which mean it needs to be replaced. Even he did not put it back it cost about $20. Does not make any sense 

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called company to fix upright fixer. Technician claimed it had no freon and needed to add freon for a charge of $180 although the compressor had no power to it and never kicked on. When I declined, the technician charged me for the line piercing valve he used and added a 3% convenience fee to my bill even so this was never mentioned when I made the service call. The technician was incompetent or otherwise deceptive as the signs point to the defroster timer, the compressor capacitor or the thermostat being the issue. Adding freon to a freezer would only be a temporary fix if there was a leak. Having looked at the coils, there was no sign of a freon leak whatsoever.

  Business response

  08/28/2023

  Daniel ******, we do apologize for the inconvenience caused. Your refund will be done in 3-5 business days

  Customer response

  09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  When a representative contacted me advising they would issue a refund, I recommended to ensure their technicians are qualified and trained as this experience cost me a new freezer when the old one could have been repaired if the technician would have checked why the compressor did not have power instead of insisting that the freezer was low on freon and needed to be recharged, then attaching a line piercing valve without checking why the compressor did not receive power.
  
  
  
   
  

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had nearly a life threatening and very harrowing experience with this company. Please please please before you employ them know two things if you choose not to read the rest Their employees are NOT knowledgeable they DONT know how to or what to fix and they LIE about everything they know They do not have comprehensive insurance they only have very basic generic liability that will not cover any issues you have We had a refrigerator issue and we called them thinking they were experts. They asked us to replace a bunch of parts to keep our refrigerator going. This is a custom built in 48 by 87 refrigerator and they were very clear that they had done this before and could fix it . We agreed to pay their demanded fee and had them come do all the replacements and fixes to have our refrigerator working. Unfortunately They do NOT know what they are doing and they completely messed up what they had to do Fast forward a few days after their so called replacements and heavy electrical repairs and nearly $4000 later the entire refrigerator caught flames and we luckily could smell the fire and turn off the main breaker to prevent what could have been a house fire. We called them and their technicians came home and admitted their flaws, and swore to make it right by claiming their insurance. Then we find out that tenor insurance claim was only for the refrigerator malfunction and not for their fraudulent work and we are left with receiving only 10% of what it cost to replace a custom built in. I called the owner of this business Aydin and explained the predicament and their responsibilities given that I now don’t even have a functioning refrigerator and he basically told me that he could do nothing to reimburse the cost of my replacement. After several weeks of searching for the best and cheapest options this is a $20,000 fix for us and we are helpless to how much out of pocket we have to spend to replace what was destroyed by their negligence

  Business response

  10/09/2022

  Dear BBB Team,
  
  Thank you for letting me know about this complaint. On August 6th our service tech Mack was at 7*** ****** *** ****** ** ***** for checking KitchenAid built in 23 y.o refrigerator (MODEL # KSSS48QDX05) which was not cooling. The problem was that is was low on freon and had a leak in the sealed system. Because of refrigerator age we decided to replace all parts related to sealed system ( invoice attached ). He went back on August 13th to install the parts and on August 25th Mr *********** called the company and report the issue. We sent Mack back the same day at 8pm and he was there after one hour as an emergency call. The incident was immediately reported to Travelers Insurance company. (Travelers , Claim #*******). After Travelers  inchuraince company investigation they offered $3500 first and then incresed the amount to $5000 to settle the issue. As  business owner I also offered him full refund and additional $1000 as extra compensation. Please take all facts into consideration and reach out back to me if you have any future questions 
  
  Regards,
  Aydin 

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve
  Here is what I sent the owner of the business and I will continue to proceed to the extent I can and take action till they resolve in a reasonable way

  Aydin, I want a resolution to this more than anything but till date you have failed to put yourself in my shows on the amount of stress, emotional disturbance and pain this has caused to my life. Would you be responding the same way if this happened in your own house ?? 
  The total expense I am going to incur is as follows and you let me know if your offer is fair 
  Refrigerator- 18k
  Wood panels - $1200
  Old haul away - $300
  Replace tiles that Mack broke on the floor - $1500
  Paint and finish burnt wall behind refrigerator - unknown till we remove the old one 
  Electrical and other replacements also unknown till we remove the old unit 
  How is it fair for me to receive $7800 for over $21,000 in known expense and major unknown expenses ? 
  

  
  Also I paid $700 to put a temporary refrigerator in my garage. 
  I am incurring difficulty every single day without a water filtration that the refrigerator has so we are buying bottled water to drink every week. Would you allow your family to suffer in this way ?

   

   

  
  Regards,
  
  
   

  
  

  Business response

  10/29/2022

  Sriram ***********, 
  
  I'm sorry we couldn't meet your expectations. I understand that you have lost a lot and I am trying my best to help you. To avoid such kind of problems, we always have insurance that we pay to cover such costs. They contacted me about the tile and I confirmed that it broke when Mack tried to pull the unit out. Because refrigerator was not brand new insurance company can't pay you for a new one, but again i am able to refund you $1800 that you paid for the repairs plus $1000 from my side as compensation or i can find you used one in the same condition how it was before repair.
  

*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. ↩