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:31/03/2025

  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 bought 2 dishwasher for my two rentals. Put extended warranty on both. One dishwasher was replaced as the computer board was faulty. The replaced the whole machine because it was getting onto 2 months to ship the part. Now the second dishwasher has the same problem but ************ is no longer in business. This is the shop I bough the dishwasher from. No I have to deal with this warranty company and they are two m months into the claim and had me running around getting pics and avoiding fixing the machine. They send a second guy out to do the repair as they told me they had the part. They guy shows up without the part and says he needs to order the part. This is 2 months from the start of the claim. I am now telling them I am not wanting another week I want a new dishwasher right away. My rneter just sent me a letter telling me they are not paying my full rent as it includes a dishwasher. Which is not working. I want a refund on the price of the dishwasher so I can go buy a new one. Oh Yeah the first issue I had was they tried not to even warranty the control panel. I had to ask to see the service report. On that is said a faulty control panel. I then had to talk to the manager because they were refusing to warranty it. They have **** to me many times and the last time was when they said they had the part and the tech was ready to install. I than went in for surgery. Three-4 weeks later I get a call from my renter saying they just called to book an appointment. I figured it was already all done! They are one *** after the other. I will never use them again or warranty any of my appliances again. I just want money back to put toward a new machine.

  Business Response

  Date: 03/04/2025

  The customer initiated a claim on January 14, 2025, reporting that the dishwasher was leaking and experiencing electrical issues. The first assigned technician declined the job, so we redirected service to **** ********* on January 22. **** ********* submitted their report on January 29, stating that the unit had rodent damage and was not repairable. As per our terms and conditions, damage caused by rodents is not covered under the warranty. We informed the customer of this and, upon request, provided a copy of the technician's report on February 3. The customer expressed confusion about the denial, as a previous dishwasher with the same issue had been replaced due to part delays. To ensure accuracy, we contacted **** ********* for clarification. They confirmed that while the control board was faulty and unrelated to rodent damage, other components—including wires and piping—had been chewed by rodents, causing leaks.
  We informed the customer that we could proceed with replacing the control board under warranty, but she would be responsible for repairing the rodent-related damage. Initially, we required an exterminator’s report to confirm the workspace was safe, but after discussion, we agreed to accept photo evidence instead.
  The original technician declined to return without an exterminator’s report, so we reassigned the repair to ********* ********* on March 4. Although we provided them with **** *********’s diagnosis, they preferred to conduct their own assessment. As a result, they initially ordered a UI board. After installing it on March 25, they confirmed that the control board needed replacement. The control board is currently on order, with an estimated arrival date of April 19. We have emphasized the urgency of this repair with the technician, who has assured us they will contact the tenant to schedule service as soon as the part arrives.

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have **** and n their response and they told me the part would be here on the 2 or f April I want a replacement washer.   This will be going g into 3 months.  At the very start they tried to not even warranty to claim. If I had not asked for the tech report they would have gotten away with it.

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

  Business Response

  Date: 10/04/2025

  Dear Ms ****,

  Thank you for taking the time to respond, please note the following points that I would like to clarify with your previous statement.

  The part required to complete the repair was ordered on March 31, with an estimated arrival date of April 2. Unfortunately, on April 2, the supplier revised the ETA to April 19. I completely understand how disappointing and frustrating this delay is, but the availability and shipping timelines of parts are determined by the supplier and are outside of our control.

  At the beginning of the claim, our assessment of coverage was based on the technician's initial report, which indicated rodent damage to several components. As outlined in your warranty terms and conditions, damage caused by rodents is not covered. However, after further clarification from the technician, it was confirmed that while there was rodent damage, the control board had failed due to a manufacturing defect. Once that was confirmed, we approved coverage for that component under the warranty. 

  I completely understand the urgency of the situation, and the need to get this resolved once and for all. Please know that my team and I are committed to resolving your claim as soon as possible, once the part to complete the repairs arrives. We have a follow-up scheduled with the technician on April 21 to ensure that they received the part the previous Friday. We have also notified the technician of the urgency of the situation, and they have confirmed with us that they will contact your tenants as soon as the part arrives, to complete the repairs. We appreciate your patience as we work to bring this matter to a close. 

  Customer Answer

  Date: 11/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have been stringing me along for what will be three months how is this ok?  I could.have fixed it myself in 20 mins and orders the part and had it shipped in 2 weeks. How is this ok?

  
  ****** ****

  Business Response

  Date: 23/04/2025

  Dear Ms. ****,

  Thank you for your continued patience throughout this process.

  As of yesterday, we received notice that the control board part for your dishwasher was officially cancelled and refunded by the supplier. Unfortunately, we have confirmed that this part is no longer available through any of our sources. In light of this, and in order to bring this matter to a satisfactory resolution, we have replaced your dishwasher. You will receive confirmation details shortly. We understand and sincerely apologize for the delays and frustration you experienced during this claim. Please know that we have taken steps to review our processes and ensure faster resolution timelines in the future.

  If you have any further questions or require assistance, please don’t hesitate to reach out.

  **** ***** 

  
  

• Initial Complaint

  Date:21/03/2025

  Type:Service or Repair 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.

  I have purchased the ** ****** sofa/chaise lounge configuration last year and I purchased the stain insurance.
  https://*********************************************************************************
  
  I also purchased "pet covers" to protect my furniture until my puppy was older. Unfortunately, on December 10th, 2024, my puppy had a pee accident on the chaise and it went through the protective pad. I tried to clean the stain but I made it worse. It looks terrible. The fabric is linen.
  
  I purchased the furniture and the insurance through ****** ****** ** **** *** *********** ********** **.
  
  On December 12th, 2024, I filed an insurance claim with the insurance provider Phoenix A.M.D. International Inc.?? *************** ************ ****** ****** ************ ** *** *** 
  I provided PhoenixAMD with this information on December 12th, 2024:
  I soaked up what urine I could with paper towel. It was drying very yellow and smelled bad. I have a ******* "***** *******" and I then used it to spot clean the area - and all I did was manage to spread it around and make the stain bigger and darker. It was even more yellow now.... it appeared that the "cedar colour" of the fabric was bleeding more every time I wet it..... I then scrubbed it and I believe that I may have ruined the fabric. ?It both worsened and spread...it looks absolutely terrible. ?
  The fabric colour is Cedar 323 Fabric (Linen I believe)?.
  
  Phoenix AMD provided a claim # *******.
  
  PhoenixAMD have attempted to locate a furniture cleaner in my area but no one will take the job. They have been trying hard. It has been three months since this occurred.
  
  I have suggested that we find another alternative to cleaning it, such as replacing the chaise part of the sectional. However, they don't respond to that suggestion. I want this dealt with soon.

  Business Response

  Date: 09/04/2025

  Good afternoon,

  We have received the technician report advising that the stains have not been removed after the cleaning. We are currently in contact with your manufacturer to see if parts are still available to repair in order to take the next step to the service plan.

  As soon as we have a better understanding if parts are available, we will contact you to advise you on the next steps.

  Thank you

  Julie

  Customer Answer

  Date: 09/04/2025

  
  
  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,
  
  
  
  *** *******

• Initial Complaint

  Date:23/10/2023

  Type:Service or Repair 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.

  After purchasing new appliances 4 years ago, we put 5 year warranty on all of them. We have dealt with this warranty company with a couple issues and they have been fine to work with up to this point. However, this time was different. We are currently on week 14 of not having a dishwasher! I have contacted the company numerous times over the last 14 weeks. First, they told me there was only one technician in my area (which is false and another employee has fessed up to it on another call). I was trying to get the same technician who I've dealt with previously. For the bulk of the time they said the part was on back order. For the last few weeks, the said they were able to get the part to ship to us, but the technician is still waiting for the part to arrive from the last I heard.
  
  During my last call, I asked the employee to transfer me to a supervisor/manager and she said that their process is to take my info and put in the request. I'm on day two of waiting for a call back. At what point do they need to replace the item with a new one? I think 3.5 months is a little excessive to keep waiting!!

  Customer Answer

  Date: 06/11/2023

  I never did receive a call from a supervisor/manager. However, the technician came and replaced the required parts.  He found one part to be faulty during his test run of the dishwasher, so he reordered it and just replaced it again this week. 
  
  So, our dishwasher is currently operating again. 
  
  Thanks for your message. 
  
  ***** 

• Initial Complaint

  Date:06/10/2023

  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.

  August 29 I called Phoenix warranty to say my washing machine’s Load and Go was not working. A week later a representative from ******* ********* came to look and order a part. September 19 the representative returned to my home to say the part had arrived but was not the correct part. September 29 my washing stopped working although, e1 and F9 error codes. I called again and received a call back on the Monday (October 2). I explained that first repair had not yet been completed and that I required a new repair. This is the 5th time I have problems with the washing machine. I am also tried calling ******* ********* to have the repair person come back. I was told Wednesday October 3. But on the Tuesday when I called to confirm a time, ******* said that Phoenix had not called and that they would not come until the original part that was ordered in August arrived. I explained then that the machine is broken, does not work and I need a working machine. They said they could not help. I called back Phoenix who said the situation would be escalated. It is Thursday and I have heard nothing. I was told under the terms of the contract there have 2 to 3 weeks to do something. But technically they have had since August 29. I am without a working machine and they seem both unsympathetic and unwilling to remedy the situation. I want the machine repaired properly or a new machine.

  Business Response

  Date: 17/10/2023

  Good morning **** *********,

  I have looked into both of your claims and dont have a clear understanding where it stands. I have escalated it on my end to ********* ****** as that is where the technician is coming from. Please give me 48 business hours to provide you with an update that you will be happy and satisfied with.

  Thank you,

  Julie

   

• Initial Complaint

  Date:29/08/2023

  Type:Service or Repair 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.

  Purchased ******* ******** Washer and Dryer May 10, 2021, from *** *** **** ********* Inc. Brought an Extended Warranty from ********* for 5 years.
  May 15, 2023. Dryer Temperature and Time Dial breaks. Phoned *********. They sent me an email with a claim number ******. Informed me of service technician *** **** *********** Inc. I spoke with them and they 1 1/2 hours away. The part would not cost me anything.
  *** **** *********** Inc. phoned me next day May 16, 2023 and said that the part was on its way and that I could put it on myself. I made sure it would not cancel the warranty. However, I have not received any part and when they were suppose to send it, I asked for the tracking number and never received it. I have made phone calls and been told they would send it right away. Nothing. I need that dryer knob. I can't use a clothes line.

  Business Response

  Date: 31/08/2023

  Good morning ***** *****,

  We apologize for all of the delays that you have received on your claim. We had originally ordered the part required to fix your dryer in May 2023 however the part was never received as we had the wrong address. The part has now been re-ordered as of yesterday, august 30th with it being shipped to the correct address. We are currently working with the part supplier for a tracking number to share with you.

  As soon as we receive the tracking number, we will share it with you.

  Again, we apologize for all of the delays.

  Thank you,

  Julie

  Customer Answer

  Date: 31/08/2023

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/12/2022

  Type:Service or Repair 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.

  First of all the 2 hour call back system does not work, i have requested on 3 occasions and never received a call back. Line tells you a 30 minute wait but often goes on for over an hour. To the meat of the complaint, Claim No ******, I have been without a washing machine for 9 weeks waiting for warranty repair. A technician did attend after 3 weeks and said he needed a part and left, The technician does not answer his phone for the most part and when he does he advises that he doesn't know about the repair and to call back later then doesn't answer the phone. The problem has been escalated with Phoenix who tell me they are working on it with the supervisor. I have given them an option to send me the part and I will arrange to have it fitted but have had no response from them.

  Business Response

  Date: 13/12/2022

  Good morning ***** ****,

  Thank you for submitting your inquiry to the Better Business Bureau. Providing your claim number as well has been helpful.

  I am going to do a quick follow up on *********s end as we did receive confirmation that there was an issue with the original part order and the order has been placed once again. I am going to inquire about this and call you within the next 24 business hours.

  Thank you,

  *****

  Customer Answer

  Date: 15/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. The repair was carried out by me at my expense and not the warranty company.I am not satisfied with the actions of *********, Phoenix AMD or its contractors on this occasion. However I am dropping the complaint at this time so I can move on.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/11/2022

  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 am having difficulties getting this company to honour the warranty on my fridge. The request was authorized but has yet to be fulfilled. This has been ongoing since May of this year.
  My contact at this company ******* ******. will not return my phone calls and neither will the repairman (Wes) that we have been dealing with. He did finally respond on October 12, saying he was sorry, he hasn’t been working and he was out east and would be flying back on October 13th. I have yet to hear from him. I asked him to call when he got back, no response. I text yesterday, no response.
  I also called ******* again this morning, no response.
  Please let me know if you can help me. ** *** ** * ** ********* **** ** *****. I am seriously thing about getting the police involved. Is that an option?
  
  Thank you,
  *** ********

  Business Response

  Date: 11/11/2022

  Good afternoon,

  Thank you for submitting your concerns.

  When it comes to the service plan that was purchased, it is a clean, repair replacement program. In the event that accidental stains are located on the furniture and reported, a technician is sent out. Once the cleaning is performed and the stains can not be removed, we look into a repair. At this point, we communicate with the manufacturer in order to place an order for the casings affected. Now, please be advised that there are major delays in receiving these casings. The terms and conditions to mention that S.O.S Warranty does not control parts.

  In the event that there are delays, which there is on this claim, we must wait for these parts to be received. The item in question is only replaced if a repair can not be performed.

  Please note that this case, a repair is something that we can do.

  Please let me know if you have any further questions, or concerns.

  Thank you,

  Julie

  Customer Answer

  Date: 12/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not address my issue. How can I let them know my concerns and questions if they do NOT answer or return my phone calls?
  
  
  
  Sincerely,
  
  
  
  *** ********

  Customer Answer

  Date: 17/11/2022

  I am not sure what additional information you require. I want to know why neither my contact at the insurance company, ******* ******. not the service man will answer or respond to my calls and I would like to know when the repairs will be done. 
  

  *** ******** 

  Business Response

  Date: 24/11/2022

  Good morning Mr.********,

  Thank you for submitting your inquiry. We have received confirmation this morning on November 24th 2022 from the technician, XCLUSV APPLIANCES (WES`S MOBILE SEVICES) that the repairs on your refrigerator were completed at the end of July 2022. He did advise that he did place a call to you 2 weeks later after the repair to confirm that the repairs had worked. After this call, he closed the call and we paid him for the repairs that were completed based on your response that day.

  This morning, November 24th 2022, we did place a call to Mr. ******** at ************ to discuss this closed claim. Unfortunately, we had to leave a voicemail and we are currently for a call back. We are looking to understand the issue pertaining to the refrigerator.

  If Mr. ******** can please call us back to provide some information, we would be more than happy to assist.

  Thank you,

  Julie F.

• Initial Complaint

  Date:18/10/2022

  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.

  We have an insurance from them for our sofa which entitles us to receive replacement if a stain on our sofa cannot be fixed from them. We followed all the process and their team confirmed since in July that they have ordered a new sofa for us. Since then we have been waiting tirelessly and they keep on delaying this by saying that they are a waiting shipment. We have asked multiple times to give us the refund instead but they simply won't do. What kind of contract allows them to keep the customers waiting indefinitely??? This is simply taking advantage of the situation and shrugging from their responsibility. This sofa alone is worth $3000 and we are still waiting for anything to be done. We need our refund .

  Business Response

  Date: 30/11/2022

  Good afternoon,

  Thank you for taking the time to reach out to the Better Business Bureau in regards of your claim. 

  As per our telephone conversation today November 30th at 2pm EST with ****** ******'s wife, the repairs on the sofa purchased at ****** ********* have been completed.

  As per the terms and conditions, the policy indicates that if a stain is reported within the 14 days of the incident, a technician will be dispatched to attempt to remove the stain. In the event that the technician is unable to remove the stain, the policy indicates that we must attempt to repair. If the repairs are not available to us for whatever reason, the terms and conditions indicate that we must replace the item in question.

  Please rest assure, the terms and conditions of this service plan has been respected. A technician was dispatched but unfortunately, they were not able to remove the stain. We did inquire with the manufacturer for the casings that were needed, and it did come back that they were available. At this point in time, they were ordered. The terms and conditions also advise that we do not have any control over parts. We are currently experiencing major delays with parts.

  However, I am very happy to hear that the repairs were completed as confirmed today November 30th, 2022, by the wife of ****** ******.

  Thank you,

  ***** ******