Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an issue with my refrigerator and reached out to **********. Frigidaire collected a $100 service fee and stated that the amount would be applied to the service should I chose to complete the recommended ***air. ********** then set me up with a certified appliance company, ****** appliance to come out to my house. They determined the issue and told me it would be $280.41 for the ***air. I asked about the $100 service fee that would apply, and they stated that they would look into this for me. When the technician came out to do the ***air, he said I had to pay before he would complete the service. I brought up the issue again about the $100 service fee to him and to receptionist on the phone. I emailed the information over to them. She said it was listed as a mileage fee, and I told her that was not correct. She said she would have her sales *** look into it. I gave her my credit card info; however, she charged the full amount right then and there. The technician completed the service, but I followed up via email regarding the $100 refund and has not heard back.

  

  Business response

  01/09/2025

  We have explained to this customer that we did not recieve $100.00 from her, her warranty company did. They used it as a fuel charge.  Ms. ******** would need to call Frigidaire for reimbursment. We can explain this over and over, she will not let up. We did not recieve any money, other than what we collected.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 17, 2023, I submitted a service request to repair a malfunctioning oven to Fidelity National Home Warranty with whom I had a service contract. I paid a $75 fee and they in turn referred me to Mike's Appliance Service in ***********, **. As a result, I scheduled a service appointment with ****'s. On October 23 a technician from Mike's Appliance Service came to my home, checked the oven, said he would need to order a part and would let me know when the part arrived. Many weeks went by with no word from ****'s, so I called and spoke to ****, the business owner. He said he would have someone call me to clarify the situation, but that the notes on the technician's work order said he "could not duplicate the problem". I reaffirmed with him the oven was not working. **** said "sometimes our guy's enter the wrong information in their notes." Again, he said someone would call me to resolve the issue. No one has ever returned my call.All I want is for Mike's Appliance Service and Fidelity National Home Warranty to deliver the service for which they have already been paid.

  

  Business response

  01/03/2024

  The work order that we were working off of was closed. We tried on our end, to reopen your work order with Fidelity, they stated that they needed to speak to you (****************)

  All they need to know is that it would be a continuation of the last time.

  Thank you

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Mikes Appliance Service on 6/7/23 and was told I have to pay a service call fee of $64.95 before scheduling but would go towards my repair. I was given a service date of Friday 6/9/23 9am -5pm. They sent a text asking for details and model number toproperly triage it. I responded with model & serial number and said its not cooling. about ***** a black truck arrives.no logo. his name is *************he walked into my kitchen and starts to say how expensive compressors are and he says 2013, thats old and continues to say how expensive a compressor is so I said dont you need to check my refrigerator first to find out if thats what it is? He said oh yes Ill check it right now. He said I need a compressor and a dryer. I asked what a dryer was since Ive never heard of it. He pulled a part out from his bag that he had with him and said it looks like this then I asked when it would get fixed and he said he was already booked and didnt know when he could fix it. I said I provided the model number and details by text as asked and if he had the part with him. He said no they were out. I thanked him for the quote and he left. I called ****** ***** arrived and proceeded to diagnosis my refrigerator. a few minutes later he asked me have you had anyone else service your refrigerator before calling us? I said yes it was Mikes Appliance Service. He said someone cut the compressor line and cut out the dryer piece and crimped one end and left the other line open and also left the refrigerator plugged in which then caused air and moisture to get in. The whole system now needed to be replaced as it no longer can fixed. I need some form of consideration since Mikes Appliance Service committed THEFT by cutting and taking my refrigerator part (dryer) WITHOUT my knowledge or consent. They crippled my refrigerator not allowing anyone else to diagnose and repair it. I need to be made whole and my refrigerator fixed!

  

  Business response

  06/20/2023

  I spoke with the technician who went out and made the diagnosis. The story I was told was completely different. After the technician diagnosed the unit and explained the cost, the customer started yelling and told him she wouldn't pay over $200. She proceeded to call her husband, and they agreed not to repair the unit. The technician left the home. This is the story I believe.
  If ************** had cut off the dryer, the customer would have definitely known, as the dryer holds 125 psi of freon and would have made a very loud sound.
  A seal system that is exposed to the air is not deemed unrepairable. Moisture can be flushed out with dry nitrogen, and vacuum-pulled to 500 microns will restore the unit to its original condition. Our techs are *************** and certiffied, also have to hold epa608a for seal system repair. In other words very responsible technicians.

   

  Customer response

  06/22/2023

  Complaint: 20212427
  
  I am rejecting this response because:I'm not sure where that story came from but I didn't mention anything about $200 limit.  My issue was he cut the line without telling me.  However, I did get a call from **** who did try to make it right.  We can close this claim. 

  
  Regards,
  
  *****************************

*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. ↩