Complaints

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We originally agreed to the cost of repairing a washing machine and pre-paid for the parts and service. Within the hour we called to inform Oasis that we changed our mind and would replace the washing machine instead. They agreed to refund the cost of the parts and future service and only charge us for the original service call. However, after many calls, promises via voicemail and waiting for over three weeks they have yet to process the refund leaving us no choice but to refuse the charge with the credit card company.

  Business response

  10/10/2023

  BBB Case # ********
  Customer Information:
  Beth ****
  ** ******* ***** ***** ******* ** *****
  
  LG Washer Model #********
  
  Repair details for customer Beth ****:
  Received call from customer for service on 8/21/2023. Set customer appointment for 8/21/2023 8am – 12pm.
  Customer work order ID 0823-****-0374 was created 8/21/23.  
  Actual complaint received:
  “tub when she finishes a load are not wrung out..still really wet and when cycle finishes & she opens where soap is is 1/2 full of water”
  Initial diagnosis appointment set for 8/21/23 between 8am and 12pm.
  Technician arrived at 8/21/23, 11:19am to conduct diagnosis:
  Diagnosis: control board not functioning and needs to be replaced
  Technician communicated to customer part ETA is 5-7 business days
  Customer invoice amount was $438.84 for service fee, part and tax (see attached)
  Part was ordered on 8/21/2023
  Customer called 8/21/23 to cancel part order and stated they were going to purchase a new unit. Advised customer refund for part and tax would be initiated once confirmation of part cancellation and could take up to 8-10 business days.
  Once confirmation was received of part cancellation, request was made to have customer part and tax amount ($338.89) refunded back to credit card.
  On 9/12/23 customer disputed charges with credit card company in the amount of $338.89.
  Customer refund has been processed in the amount of $338.89 with credit card company.
  
  A refund was provided to customer therefore, no further action or compensation will be provided by Oasis Appliance Repair or their employees.
  
  

  Customer response

  10/12/2023

  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.  
  

   

  I spoke with the credit card company yesterday, Oct 12, 2023 and found that Oasis has not yet issued a refund as promised/ claimed.   Note: I have a voicemail message from them promising to process the refund which has not be done).

   

   

  
  

  Business response

  11/08/2023

  After further investigation with the credit card processing company, they have provided confirmation the payment was authorized on 8/21/23 in the amount of $438.84. Please see attachment for details.

  Customer response

  11/11/2023

  Better Business Bureau:
  
  The email from the business appears to say I lost the dispute with the credit card company which is not the case.

  I attached the letter from JPMC that proves I won the dispute and the credit JPMC initially provided upon notification of the dispute is now permanent.   
  

  No further action is required.

  
  

  
  

  Business response

  11/14/2023

  Issue resolved and refund provided. Business stating they "lost" dispute, not the customer. Business never disputed the claim. Payment initiated 8/21/23.

  Customer response

  11/21/2023

  [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.  
  

  The credit card informed me they had completed their research and permanently credited my account for the amount in dispute Oasis refused to issue.

   

  
  
  
   

  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint involves the complete lack of service, concern, ANYTHING from Oasis Applioance Repair! DO NOT USE THIER SERVICE...I've been waiting FIVE WEEKS for a repair, and still NOTHING...not even a phone call to update me. HORRIBLE SERVICE!! Their tech came out 04/10/2023, looked at our LG washer, and determined the issue was covered under warranty. He said they would order the parts, and that they should be back out to do the warranty work within 2 weeks. I paid them $207.45 and still owed $107.50 just for labor. Parts are supposedly free. On 4/29 I contacted Oasis by voicemail (281-290-6880), e-mail (oasisrepair@att.net) AND on their website’s Contact Us form to express my dissatisfaction that I have received absolutely no communication from them. They only replied via e-mail, and said they had communicated with me on 04/19 to let me know they still didn’t have ALL the parts. THERE WAS NO COMMUNICATION OF ANY KIND…NO PHONE CALL/VOICEMAIL, TEXT, EMAIL...NOTHING. THIS IS FALSE. They also said the ‘parts were on order’, and that they should be coming out very soon. On 05/12/23 I called LG directly. After determining the correct telephone number for my ‘account’, she told me the parts have NOT EVEN BEEN ORDERED! LG even called Oasis while I was on the phone...no answer. No surprise there! LG also sent them an e-mail while I was on the phone. As of 05/15/23, OAsis still hasn't even TRIED to contact me.

  Business response

  05/18/2023

  BBB Case # ********
  Customer Information:
  Mike *******
  *** **** ***** **** **** ******* ** *****
  
  LG Washer Model #********
  
  Repair details for customer Mike *******:
  - Received call from customer for service on 4/07/2023. Set customer appointment for 4/10/2023 8am – 12pm.
  - Customer work order ID 0423-0892-**** was created 4/07/23.  
  - Actual complaint received:
  “Issue has been occurring intermittently until now. Program is saying that the load is out of balance, and won't start. Tried Bulky Load setting and removing almost all laundry...no luck. Please call if I can answer any additional questions to help you be prepared to fix it! :)  .”
  - Initial diagnosis appointment set for 4/10/23 between 8am and 12pm.
  - Technician arrived at 4/10/2, 11:19am to conduct diagnosis:
  - Diagnosis: Rotor and stator are locked up/seized.
  - Technician communicated to customer part ETA is 5-7 business days;
  - Customer invoice amount was $314.95 for service fee and labor (see attached)
  - Parts were determined to be under warranty with LG.
  Oasis is an authorized service provider for LG so parts are procured from an authorized parts distributor of LG and Oasis submits an in-warranty claim with LG for parts reimbursement
  - Parts were ordered on 4/10/2023.
  - Oasis contacted the customer on 4/19/23 and advised one of the parts required for repair was on backorder and would be shipped from the factory and once an ETA was provided, he would receive a call from Oasis.
  - Customer emailed and sent inquiry through website on 4/29/2023 (attached)
  - Customer only paid for initial part and tax amount. A full refund amount of $207.45 was initiated on 5/18/23 (see attached for reference). The customer did not pay for the two parts. The non-refundable service fee and partial labor payment was refunded.
  - Once refund initiated, full communication has been ceased with customer.
  - Oasis did not receive a call from LG regarding this repair. All phone records and phone logs have been reviewed and there is no indication LG tried to make contact.
  - Oasis did not receive an email from LG. All folders, including SPAM have been verified.
  - Oasis is not aware of any LG “account” for customer. Oasis procures parts from LG authorized distributors and they would not have access to Oasis parts orders. Oasis does not procure parts directly from LG.
  
  Oasis Appliance Repair prides ourselves on our quality and commitment to our customers. This is an unfortunate circumstance in which the part required for the repair has been on backorder. A full refund was provided to customer therefore, no further action or compensation will be provided by Oasis Appliance Repair or their employees.
  

  Customer response

  05/26/2023

  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.  
  
  I don't know what is going on here, and what kind of FRAUDULENT BUSINESS this is, but I have just checked my credit card statement yet again. The ONE AND ONLY transaction from Oasis Appliance Repair on my credit card is the BILL from April 10, 2023 for $207.45. THERE IS NO REFUND ISSUED TO ME BY THIS BUSINESS!! I do not delete my telephone records, and THERE IS NO TELEPHONE CALL FROM OASIS APPLIANCE REPAIR TO ME on April 19!! Oasis says they never received a telephone call from LG? That's because Oasis DOESN'T ANSWER THEIR TELEPHONE!! That is why LG also E-MAILED them. 

  Recap here: There are a whole slew of times when I/LG tried to contact Oasis by telephone (which they don't answer) or E-mail, and when Oasis claims they 'called'. Yet no one receives/has received communication FROM them, and they CLAIM they haven't received communication from anyone ELSE. Better Business Bureau, you tell me what's more likely here...that everyone else is not sending/receiving communications, or that Oasis is not communicating.

  And as of today (May 26, 2023), there has been no refund issued to my credit card by Oasis Appliance Repair. Seems their 'refunds' are as good as their service!! This complaint will not be accepted as resolved until and unless I receive a full refund for the service that was never provided. And giving Oasis Appliance Repair an A+ Rating on BBB is making me wonder how credible the ratings on ANY BBB-reviewed businesses really are. 

  
  Regards,

  MH
  
  
   

  
  

  Business response

  06/02/2023

  - Oasis Appliance Repair initiated a complete refund in the amount of $207.45 on 5/18/2023

  -A phone call was received from our credit card companies RISK department in regards to a total of 3 disputes by Mr. ******* in the amount of $207.45 each (see attached document); agreement made with credit card company to accept a single disputed amount of $207.45 and stop the refund process. Customer should have a credit from his bank from the disputed charge. Customer will not see the refund as the process was terminated once the multiple disputes were initiated.

  -Oasis Appliance Repair has never received a telephone call, voicemail or email communication from LG regarding this customer repair.

   

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/9/22, technician from this company came to my house as the water dispenser on my LG refrigerator had stopped working. Technician, who I believe is directly related to the owner/co-owner, informed us we needed a new part with a cost of $190.40 and that would have to p be paid up front before part could be ordered and we paid him. Inquired about the labor and he informed us it would be $200 and that would be paid upon completion of the job. He came back and installed the part on 3/24/22 and totally botched the installation of the part and broke the cover that protects this part. They replaced the cover at their own cost. When I addressed the botched job with the technician, he said there was nothing they could do about it which was a blatant lie. I called the owner/co-owner who takes all the calls and handles the email (Christine) sent her pictures of the botched job and she told me "we will make it right" (these were her exact words) and to this day they have not made it right and will not even respond to emails about this botched job. She did issue a refund check for the part for $190.40 on 5/6/22 and we received it on 5/10/22. Again, she has refused to even discuss the botched repair job and will not even respond to it. Bad service continues. The technician then told us the system was frozen and we had to unplug and defrost the refrig and we did that and that did not fix the problem. He then told us the filter was bad and that was checked and the filter was not bad. He then came back and said the valve where the water enters the frig in the back was bad and they replaced at their own cost but it did not solve the problem. Technician then said he did not know what the problem was and said they would send another technician. Three weeks later nobody had come. I emailed the owner/co-owner and she wanted to send another technician. Asked her to refund the money and fix the botched repair job. She only refunded the part money ($190.40). Awful !!!!!

  Business response

  06/21/2022

  BBB Case # ********
  Customer Information:
  George ******
  ** ***** ******* **** ****** ******* ** *****
  
  LG Refrigerator Model #LFX28968ST
  
  Repair details for customer George ******:
  - Received customer website inquiry 3/7/22 8:33am; Responded to customer inquiry 3/7/22 9:42am and scheduled appointment via email correspondence for 3/9/22 between 10am and 2pm.
  - Customer work order ID ************** was created 3/9/22.
  Actual complaint received:
  “Purchased refrigerator, LG french doors, side by side, new 8 years, 2 months ago. Have had no problems with it. We change water filter on a regular basis and just changed it about two weeks ago. All of a sudden, it stopped dispensing water. Ice maker still works good. We have not done anything that would cause it to stop dispensing water.”
  - Initial diagnosis appointment set for 3/9/22 between 10am and 2pm.
  - Technician arrived at 3/9/22 to conduct diagnosis:
  - Diagnosis: Water dispenser valve failed and needs to be replaced.
  - Technician communicated to customer part ETA is 5-7 business days; part was on backorder with supplier due to national supply chain shortages and it was not received until 3/23/22.
  - Return appointment to complete the repair was scheduled for 3/24/22 between 8am and 12pm.
  - Technician installed part (water dispenser valve) and determined an additional part would be needed (reservoir cover). This part was ordered same day at no additional charge to the customer. Part was delayed again due to supply chain issues. Additionally, the customer had contracted the FLU and had to delay the repair appointment.
  - Part received and repair appointment scheduled for 4/19/22.
  - Technician determined an additional part would be required to ensure a successful repair (water valve assembly); Part was again procured at no expense to the customer.
  - Part ordered 4/19/22 and received 4/20/22
  - Repair appointment scheduled for 4/20/22.
  - Technician installed part and tested. Unit was properly working while onsite.
  - Customer left voicemail he was unsatisfied with the repair and demanded a technician return to his home. Additionally, he requested a refund.
  - A manager was offered to be dispatched to customers home and customer denied service.
  - Email received from LG indicating customer contacted them regarding repair. Responded to LG we were discussing options with customer.
  - Once customer denied manager visit, a full refund was initiated.
  - Customer only paid for initial part and tax amount. A full refund amount of $190.40 was initiated on 5/16/22 (see attached for reference). Customer did not pay for the two additional parts, nor did customer pay for the service fee or labor.
  - Once refund initiated, full communication ceased with customer.
  
  Every attempt was made to make repair right. Customer was contacted an offered an onsite manager to be dispatched and customer declined service. A full refund was provided to customer therefore, no further action or compensation will be provided by Oasis Appliance Repair or their employees.
  

  Customer response

  06/24/2022

  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 my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  Thank you!

   

  What the Christine, the co-owner of the business still refuses to address is that her technician totally botched the job on the installation of the first valve he installed.  She has refused to even address it with emails I have sent and she is still not addressing the issue..

   

  I sent two pictures of this; one is how the part should be and the other shows the poor installation by the technician.

  They did refund me for the part they installed that did not fix the problem. 

   

  However, the poor installation is still there and I will have to pay someone to fix this poor repair work.  I am sure Christine is not addressing this matter because they will have to order that same part again and have a technician install the part.  As this will cost them  money, they refuse to even address this issue.

   

  Look at the pictures and see the poor installation.

   

  Have her address this issue and see why they are not willing to correct the very poor installation performed by her technician which I think is her son.  When I called her and told her about the poor job the technician had done, she told me, in her exact words "Mr. ******, we will make it right".

   

  After the many trips and the extremely poor work done on several visits by her technician, who also was not truthful with us, I did not feel like having anybody from her company in my house again. In addition, the fact that she would not address the poor repair job in the emails I sent to her, made me feel that this issue was not going to be fixed and I asked her not to send another technician.  What was also very aggravating that lead to my decision of not having another technician come to the house, was that the technician told me when he could not fix the problem that he would cover with Christine and send another technician to see if he could fix the problem.  Called Christine six weeks later as no technician had showed up, and she said she thought the problem had already been fixed.  Goes to show you that this technician was untruthful with us and probably did not tell Christine the truth either.  All I wanted was to fix the poor installation of the part like it should have been installed.

   

  They have never done that. Due to the poor installation, the cover over that part does not fit well as it should.  The technician even admitted to us he made a mistake but said there was nothing they could do to correct the problem (very untrue).   They can order the new part (pay for it themselves) and  install the new part at their own cost.

   

  All we are asking is for them to correct their technician's poor repair work.  If he would have properly installed this part, we would not be having this discussion.
  
  Regards,

   

  George ******
  
  
   

  
  

*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. ↩