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:22/02/2024

  Type:Product 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 Platinum Appliances (PA) regarding my fridge as it was making a loud humming sound. The technician listened to a video I had recorded of the sound and claimed the compressor was broken; however, he did not inspect, open, or touch the fridge. Because the fridge was under warranty, I had to contact *** The ** technician was about to begin the repair, but discovered there was nothing wrong with the fridge. No parts or repairs required. I called PA to request a refund. They requested and I provided the ** invoice and report from the ** Technician. They then requested a report advising of the parts and repairs completed by the ** technician. Despite advising that the fridge was not broken, they are still refusing to provide me a refund.

  

  Business Response

  Date: 23/02/2024

  In response to the complaint, we are still awaiting on report from ** as we have conflicting information. What the customer is saying and what the report says is two different things, we had a noisy compressor complaint, the customers was a non cooling fridge to **. I was in contact with ** this morning and will update BBB & customer as soon as we get the report from them. Also, we immediately as a courtesy for the customer sent a refund which is attached ,customer says she never received?

  Thank you.

• Initial Complaint

  Date:14/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Our fridge stopped cooling; an urgent issue. With the upcoming long weekend starting the next day it was difficult to find a firm to come out. Platinum Appliance Service offered to visit but insisted on prepayment of a $167.99 fee. This included an assessment to determine the problem and a follow-up visit to install parts which would be extra. The technician ignored our suggestion to look at the read-out panel that would not register and had two suggestions:
  1. Turn the fridge off and restart, that would most likely solve the issue
  2. Replacing a part that had already been recently replaced and did not appear to be the cause. Technician agreed and did not proceed. FYI to compound the situation, Platinum have billed us $94.15 (past due) for the part they did not install. We replaced the part originally at a cost of $15.
  Restarting the fridge did nothing to fix the problem and we phoned three times to their office. Spoke to receptionist, no call back. The same for Dale the manager. Requested a refund to no avail. Desperate, we called the ***** ********* store we deal with and they sourced a technician from **** ********* ************** who even made Saturday calls. Diagnosed the problem (fan) in ten minutes, went back to his shop, got the part and installed it that day! Too bad we did not know this firm earlier; it would have saved the upset and food we had to throw out.

  

  Business Response

  Date: 26/10/2022

  I did respond earlier, not sure what happened to my response, I apologize for the delay! I had refunded you immediately after receiving this complaint as a courtesy, although our technician did diagnose properly. As per the manufacture you need this kit to repair the defrost issue for the model of your fridge. You had not paid for the part, so we cancelled it now and you have not been charged. Please note as this has been dealt with BBB instead of us directly, we will not be able to assist you further on any repairs, you will need to go back to the company that installed your fan. Thank you kindly, *********

  Customer Answer

  Date: 27/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They continue to be *********:

  
  They did not respond

  
  Did not refund any money

  We told the service tech freezing was not the problem

  They continued to bill me with an “overdue” notice for the part they never installed

  
  As they were not competent to investigate the fan, we would never ask them back
  

  We just want our money back
  without further delay.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 28/10/2022

  Hello, attached is your refund, we processed the same day as your complaint.

   

  Regards,

  *********

  Customer Answer

  Date: 29/10/2022

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