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Business Profile

Small Appliance Services

Economy Appliance Repair/ Services

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:14/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Economy Appliance , ********** *** to ask them to install a new panel with an attached handle that had to be replaced on our ***** dishwasher. We ordered the part online. It came with no instructions. The lady from Economy said they don’t usually work on ***** products. I told her what I needed to have done and she agreed to send a technician to our home on Tuesday, Oct. 22. The technician came. My dishwasher was working at the time, but the handle was cracked and we we needed to replace the whole top panel of the door because it was one unit. The technician worked on the dishwasher but had no success. The new part was installed but my dishwasher no longer worked. He gave me the name of a local ***** dealer. When the ***** technician arrived on Thursday Oct. 24, he examined the dishwasher and told me the Economy technician had installed a wire to the wrong port which sent too much voltage into the port and destroyed my panel and the power module for the dishwasher. I had to order another panel ($177.67+tax) and a new power module ($272.64+tax). I ordered the new parts and the ***** technician returned and installed them. I called Economy Appliance 8 times leaving messages and asking for reimbursement for the two parts. ( They did not charge me for their service call, so I only asked for the cost of the two parts (totalling $517.86).) When I finally got hold of the lady at Economy Appliance she said they would not cover any costs because they told me they don’t work on ***** products and the technician assured her that they put the wires in the proper places ( The ***** technician showed me that that was not the case.) I feel strongly that the cost of the parts is the responsibility of Economy Appliance and that I should be reimbursed for that amount. We feel that we have been unfairly dealt with by Economy Appliance. The ***** technician, is D**** ******* (************** Thank you. - D**** ********* ***** *********** ** **************

    Customer Answer

    Date: 06/12/2024

    Attached. 

    Business Response

    Date: 09/12/2024

    Hello. thank you for sending us this customer complaint. It's never easy to completely satisfy each and every customer, especially in our business, but we try our best and we always try to be fair!  As noted we explained to this customer that we did not work on ***** appliances. We have no formal training on the brand, but when requested we accept service calls at the customer's discretion. In this case the customer was adamant that he knew himself what part was required and in these instances we have to trust the customer at their word. We do not normally do our repair calls this way - leaving which part needs to be replaced up to solely the customer - but in this case it did seem straight forward and we wanted to help him out. Normal procedure requires us to perform a service call first, order & replace any parts that we ourselves recommend. In this case we did not have the opportunity to inspect the ***** dishwasher ahead of time. The customer ordered his own part and asked us to come install said part. We were not able to confirm the operation of said dishwasher ahead of time. We merely took the customer at their word - saying his dishwasher worked fine before we got there! Anyway, our tech removed the old part, installed the new one and then discovered the unit was not working. Our tech decided to walk away from the job, gave the customer another tech's name (D**** ********) who we know works on ***** appliances. We have no way of knowing how the unit performed before we got there and there is no way of knowing if the wires were truly hooked up wrong, for how long, and why!?!  But our tech did NOT do that. It's my opinion that the customer already attempted repairs himself, only calling us when he was desperate and above his own repair knowledge, possibly doing the damage himself and hoping that replacing the panel alone would suffice!  We did not break this dishwasher, we will not take the word of another (competing) technician, and we will not pay the customer for any parts he ordered. We did not charge this customer for our service call fee, and we think that is fair. Thank you for understanding. 

Economy Appliance Repair/ Services is NOT a BBB Accredited Business.

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