Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hope this message finds you well. I am writing to express my frustration with my home warranty service through ******************** (AHS). Since purchasing my warranty, I have filed multiple claims for my range/cooktop, but the service has been unsatisfactory.Ive filed four claims for the same issue, with A-Fix dispatched each time. Despite their attempts, the problem remains unresolved, reappearing within 1-2 months. My most recent claim, submitted on July 8, 2024, has been especially disappointing. A-Fix has visited my home about six times, each time promising that the issue would be fixed, but it hasnt been.There were several instances where the technician lacked necessary parts or fixed one issue while another failed again. When I contacted ***, I was told the technician believes the problem is fixable, but no real solution has been offered.Three weeks ago, an *** representative assured me that either A-Fix would fix the issue or a replacement would be offered. I agreed to give A-Fix another chance, but the issue remains unresolved.Despite multiple follow-up calls to AHS, I have been told the technicians report still considers the problem fixable, and AHS refuses to honor the earlier promise of a replacement. Im concerned that A-Fix may be taking advantage of repeated visits without delivering a lasting solution, while benefiting them ************** also disappointed that *** has ignored my requests for a different vendor to resolve the issue. I respectfully request immediate action to either assign a different provider or honor the commitment to replace the range. I look forward to your prompt response.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business replied to a warranty claim we started with ************* regarding a problem with our refrigerator. It is not keeping temperature properly. Our warranty period ends in the next month or so. We submitted a claim to ** online and this company was assigned to us for service and assistance. When the business showed up, they evaluated the temperature of a refrigerator using an out of spec, extremely cheap infrared thermometer that was showing a false low temperature. I have been using multiple thermometers that all show the refrigerator to be too warm for proper food / health safety. The company has also refused to share the report it will create and send back to ** appliances in response to our claim. It has refused to show that its tools are properly calibrated. Therefore, we believe the business is not qualified to properly assess the condition or function of our refrigerator. We could be stuck with this broken refrigerator after a warranty Period ends in about a month. We are also not sure whether they are licensed and bonded in the state of **********. They have refused to speak to us over the phone and will only accept email. Please help.

  Business response

  10/22/2024

  As an LG-certified service provider, we were assigned to this service call. The customer reported that their refrigerator was not cooling properly. We dispatched technicians to confirm the issue and repair the unit according to *** guidelines.
  
  Our first appointment took place on August 12, 2024. The technician was unable to verify any issues with the refrigerator, as it was functioning properly during the visit. Despite the absence of any visible problems, the technician offered to replace the refrigerators temperature sensor as a preventative measure. However, the customer declined the repair and insisted on a full refrigerator replacement. We communicated the customers request to ** and subsequently closed the job.
  
  A second appointment was scheduled on October 2, 2024, with a different technician for a second opinion. Once again, no issues were detected, and the refrigerator was cooling as expected.
  We have reported all findings to ** and closed the job.

  Please note that we did not charge the customer for our ***********************, nor are we the vendor from whom the refrigerator was purchased. We have advised the customer to direct their complaint to ***
  
  
  Best 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. ↩