Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:27/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the business because my washing machine stopped working and was wrecking my clothes.
  They sent out a tech who couldn’t figure out the issue and said “ well I don’t know I can’t figure out a problem the only thing I can do is replace the whole computer system “. I asked how much it would cost me as I could just get a new machine for less than 700$. He checked his computer and told me that it would cost me nothing as the information shows him it’s covered completely under warranty. Seeing as my machine in 5 years old I double and triple checked with him to ensure there would be no surprises in costs to me. He assured me that it was 100% covered and there would be zero cost to me. A few weeks later the part came in and now I’m being charged 700$ by *********, even though my machine is still having the issue. When I contacted ********* and the company I was basically called a liar and told if I don’t pay it would go to collections and my credit would be ruined. I informed them that I didn’t believe I should have to pay for something I didn’t consent to, I never signed any paperwork to agree or anything, that I would have bought a new machine instead if I knew I would. They told me too bad now.

  Business Response

  Date: 11/08/2022

  The service call for ******* ********* was dispatched to
  Aptco Appliances from ********* Appliances as a “********* COD Call”. *********
  offers consumers a flat rate of $149.99 for service call and labour, and the
  customer is responsible for parts and any additional costs (freight,
  consumables, etc.).  I have talked with the call dispatcher that scheduled this
  service call, and the technician that attended the home.  When the technician diagnosed the repair, he advised the
  customer what was required to correct her concern with the washer. When the
  customer was given the cost to repair the washer including parts, she felt it
  was too high.  Our technician advised ******* that she could call
  *********’s Customer Service Department as sometimes they will grant a
  concession to help with the costs. The customer advised the technician upon his
  return that she had contacted ********* and they were covering the parts for
  the repair.  When Aptco submitted the claim to ********* it was rejected,
  as there were no concessions granted.  This service call was booked through *********, and it is
  ********* that we collect and submit payment to, for the work performed.  Both ********* and Aptco are very clear in confirming what
  is covered, and what the customer is responsible for when scheduling *********
  COD calls.  Any misunderstandings on repair costs or any parts
  concessions, would be between ******* and the ********* company.  Aptco is not in a position to make any adjustments to the
  billing, as we simply retain a portion of the flat rate fee, and all other
  funds are due to ********* Appliances.

  Customer Answer

  Date: 11/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:I am not accepting a response where the company is not holding themselves or their technicians responsible for their mistake. I would not have paid over 700$ to fix a machine when I can get a new one for less. The technician clarified multiple times that he had checked and it would be covered with no costs to myself. In fact he told me he couldn’t even figure out the issue and suggested replacing the computer panel was the only idea he could think of. I would not have called ********* to ask for costs to be covered as I was dealing directly with aptco appliances and not *********. I have only spoke with ********* to book the service and to complain that I was expected to pay costs that I did not agree to because of the mistake of the technician at aptco. The business who made the mistake should be held accountable and responsible for the costs incurred. I did not sign anything nor did I approve anything that would allow them to charge me anything. I was not willing or able to pay for repairs of that value. The fact that this business as well as this technician are brushing off the truth just to avoid payments they acquired without properly doing their job is disgusting. It’s bad ethics. Own up to your mistakes instead of blaming your customers who so blindly and clearly foolishly trusted your business. 
  
  
  

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

  Business Response

  Date: 19/08/2022

  Hello;
  
  Aptco Appliances has read the consumer’s response.
  We are firm on our original response to the consumer’s
  allegations.
  The consumer scheduled the service call directly with
  ********* Corporation as a “COD” call. ********* is very clear as to what is
  covered, and what is not covered.
  The customer was advised to contact the manufacturer
  (*********) to see if they would offer any sort of concession, as the product
  is outside of warranty. It is *********’s sole discretion as to what they are
  willing to cover.
  Her concerns are with the ********* company, and that is who
  the money is owed to.
  I hope that this adds clarity to this file.

  Customer Answer

  Date: 23/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: it is a lie. I am not paying for something I did not agree to pay nor did I sign any documents saying I would. It makes no sense that I would pay more for a part that didn’t fix my machine than a brand new machine. I was told it was covered which was a mistake obviously on their part. 
  
  
  
  Sincerely,
  
  
  
  ******* *********