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:23/08/2024

  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 had a deeply disappointing experience with a company that seems to have little regard for customer satisfaction. After waiting six weeks with nothing being done, I requested a full refund and was labeled as salty for doing so. When I mentioned that I might write a negative review, I was told to "be civil."Throughout this ordeal, I learned the following about the companys practices: Avoidance: They can ignore you for weeks, wont answer your calls, and when you finally reach someone, the manager conveniently just left five minutes agoat 4:30 pm on a Friday. Unfair Refund Policy: After enduring four weeks of delays and receiving incorrect parts during hot summer weather, they offered me only a partial refund of $150 on parts, refusing to refund the remaining $450 due to their policy. Silencing Customers: Before issuing the $150 refund, they required me to sign a contract agreeing to delete any negative posts on social media and to refrain from posting any future negative comments. This is nothing short of an insult, as $150 doesnt even begin to cover the frustration and inconvenience they caused.

  Business Response

  Date: 26/08/2024

  Dear *******,
  
  Thank you for sharing your experience, and we sincerely apologize for the frustration youve felt throughout this process. At ElectraFix Appliance Repair, customer satisfaction is our top priority, and we regret not meeting your expectations.
  
  We want to clarify a few points to ensure transparency and provide context. Throughout the process, our goal was to keep you informed about the timeline and the potential challenges we might face with your repair. We communicated to you that the parts required for your repair were determined based on the information provided to us by the supplier. As the direct contact with the manufacturer, they have advised us on the specific components that needed to be replaced to resolve the issue with your appliance. Our team informed you of the expected waiting time for parts. We understand that the delay caused significant inconvenience, especially during the warmer months, and we sincerely apologize for that. At the time of the appointment, the parts were, unfortunately, revealed to be incorrect. We have then contacted both the supplier and manufacturer and found that a different part was required. When our team contacted you to return with the part required, you decided to not continue with the services which we understood and do respect the decision to not wish to proceed.
  
  Regarding the refund, we followed our standard policy, offering a partial refund for the parts, that you did not accept. Our intention in discussing the review was not to suppress your voice but to encourage a constructive conversation.
  
  Customer satisfaction is at the core of our business, and we regret that this experience left you feeling otherwise. We take your concerns seriously and are using your feedback to improve our service and communication.
  
  Best regards,
  ElectraFix Appliance Repair