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:02/13/2024

  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 filed a claim with my warranty company on 1-17-23, S&S appliance came out two weeks later and was supposed to look at my washer and dryer. They refused to look at the dryer. Said the washer was condemned. They are impossible to get in touch with. My warranty company approved for them to fix the washer, but also cant get them on the phone to make the repairs or look at the dryer. Ive been without a washer or dryer, they took money and havent made any repairs or completed the service.

  Business Response

  Date: 02/28/2024

  Thank you for bringing this to our attention. We have researched your claim and were able to pull the authorization from the American Homeshield Portal. Someone will be contacting you today to update and provide their information to you as your single point of contact for the remainder of service. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21287371
  
  I am rejecting this response because: they didnt bother to call me today. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/29/2024

  I am sorry for the missed call yesterday, someone will be contacting you within the hour. 

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ***** is the service provider for lowes in my area for service calls.We have a clothes washer that is 10 months old ( under factory warranty ) and quit working around the 18th. ***** setup an appointment for us with ***** on the 24th of January.January 24th rolls around, I take off work, ***** shows up. We call ***** and they tell us that we cancelled the appointment. We did not receive a phone call. While we were on the phone with them then, we setup another service appointment for Feb 2nd.Feb 2nd rolls around, I take off work, attempt to call ***** to confirm they are showing up. I call them from for 4 hours straight and noone answers. I finally repeatedly call a service tech whose phone number we have, and he tells us that we aren't even on the schedule. He calls the front desk for me to tell them to call me.When the front desk finally does call me, they say they've never had an appointment for us. Takes my phone number, the date that they can come out next ( Feb 7th ), and that it will be resolved.I've been calling this business, during business hours non-stop since Monday morning at 08:00, ***** has answered the phone. ***** has answered their ******** page. The service tech that answered our calls last week is not answering text messages.This is the worst experience i've ever had with any company.

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Kitchenaid outsourced to s&s appliance for my dishwasher. We scheduled it for 1/3 but there was a scheduling issue and they pushed me back to 1/5. Ok no problem. I told them i knew what the problem was and they confirmed the same issue. Yet Im charged $130 for them to tell me that. They then have to order the part and push me out a week for the following Friday 1/12 for a window of ****pm. I then receive a TEXT at 11:37 on 1/12 that their tech pulled a muscle and they will have to reschedule for NEXT WEEK. 1/18. I call their office that same day to speak to a supervisor about the issue and nobody is availablethe secretary leaves messages and says that there is another supervisor but he never answers his phone (how lovely). I left a voice message about my concerns and how unprofessional it is to be texting these matters and still have not received a call back. Today 1/18 the day before my next scheduled service I receive this This is S&S appliance , the tech has advised that he will be out until next week, due to his back injury, however he has the parts and any additional parts needed for the repair, therefore I am unable to send out a different tech , so the soonest appt I have is 1/24/2024, I am so sorry for the inconvenience. Again being pushed back another week!! And again letting me know VIA text message. This company does not care about their customers. Their managers are unresponsiveyou cant get ahold of anybody. Since no services are rendered and Ive been without a dishwasher for over a month I am asking for my full $130 back, as I will now have to find another company and pay them to get the job done.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a washing machine from ********** 12/5/2019 and also purchased the warranty through Asurion. On or around Friday September 15th, 2023 I contacted the ********** Warranty department to request a repair as the machine would no longer finish a wash cycle. The process to request the repair took several days for them to approve and then I was told that the repair company would contact me. I received an email from Service Bench on 9/22/23 that stated the ** S Appliance **************************** would come to check on my washing machine on Friday September 29, 2023 between 8:00 am and 12:00 pm. I then received a text that they would be at my home between 12:00 pm and 5:00 pm. (so they changed the time on me at the last minute). The tech came and looked at the washing machine and said that he did not have parts with him so they would have to be ordered. I was told that it takes about 2 weeks to get the parts. I asked how long was the wait to get another appointment and he said about 1 week to 1 1/2 weeks. On 10/10/2023 I checked my email to see if I had received anything from **S Appliance on the parts as I had not received a phone call update or text. I then saw where they emailed me to schedule an appointment. I thought this was scheduling the repair with the parts they ordered for me. The appointment was today - Wednesday October 18, 2023 between 8:00 am and 12:00 pm. This tech came in and did the same review and told me he needed to order parts. I explained that someone had already done this, but he said he did not see any notes on this. This was an error by **S Appliance and I want the parts overnighted at their cost so they can come back immediately to repair my washing machine. I have called their office multiple time to speak to someone about my issue and no one is answering now. I left a message with a manager but no one has called me back. I need this corrected ASAP.

• Initial Complaint

  Date:09/28/2023

  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.

  I purchased a Maytag washing machine from ********** in July 2023 and it was working fine for July and most of August. The lid latch then became loose and the lid became difficult to open and close. During operation on August 31, the lid latch broke when opening the lid. I then called the Whirlpool customer ********************** number on September 1 since the appliance was still within the one year warranty period. An appointment was made with S & S Appliance Parts & Service through Whirlpool. The appointment was scheduled for September 12. I thought this was a long time to wait for a repair, but I figured it was just a busy time. A few hours after making an appointment with Whirlpool, S & S Appliance Parts & Service sent me a text stating they would not be able to come until September 18. This is 18 days after I called Whirlpool for assistance. The week before September 18 I called S & S Appliance Parts & Service to ensure they had the right parts to fix the appliance and I advised them I would be glad to take a picture of the broken part and send it to them. They said that would not be needed and assured me the part was already on the truck. September 18 came and the repairman walked in and immediately stated he did not have the right part and he would need to order it. He walked outside for about 10 minutes and came back inside and stated he had ordered the part and could be back 10 days later on September 28. On September 27 I called S & S Appliance Parts & Service again because I had yet to hear from them confirming either a morning or evening appointment. They stated they would not know until later in the day and that I would receive a call. 1 hour and 45 minutes later, I received a text message stating my appointment was cancelled because they did not have the part. I then went to the job status of the order and noticed that they did not even order the part until after I called that morning. At this point, I have been without a washer for 28 days and became extremely frustrated at the lack of service I am receiving for something that is under warranty. I then called Whirlpool customer ********************** to notify them about the issue I was having and they reached out to S & S Appliance Parts & Service to inquire about the issue. Whirlpool customer ********************** assured me the part was ordered on September 27 and was set to arrive the morning of September 29 and that S & S Appliance Parts & Service would be calling me to hopefully schedule an appointment on September 29.I then called S & S Appliance Parts & Service to immediately schedule an appointment and they told me they could not get to me until October 9th. I was furious. This would make it 39 days without a functioning washing machine. All they told me was that they were all booked up and could not work me in before that. I then requested to speak with a manager about the issue and they told me they could connect me to him. However, they told me he would not answer but I could leave him a voicemail. So, I left him a voicemail requesting a return call. I never received a call back. I did not mind waiting 18 days for the first appointment. We toughed it out and made it work. And even after they came out without the correct parts after I offered to take a photo to ensure their preparedness, they failed. I then just held my tongue and endured it for 10 more days without a washing machine. But I am to the point now where I feel like I am being taken advantage of and S & S Appliance Parts & Service and Whirlpool are failing to provide me adequate customer **********************. I have a wife and two small children. I do not understand the lack of customer ********************** nor expediency S &S Appliance ********************************************* is providing Whirlpool customers. On September 28 I called Whirlpool to express my frustration with S & S Appliance Parts & Service in putting me off for another 10 days after the part is set to arrive. Whirlpool customer ********************** simply stated their is nothing they can do about it. I then called S & S Appliance Parts & Service requesting to be moved up to an earlier and stated they could not schedule anything until the part came in. I then requested to speak with a manager again and I was advised they did not have the managers phone number. This did not make sense due to me already leaving the manager a voicemail a day prior. This is related to Invoice number: ******

  Customer Answer

  Date: 10/17/2023

  Hello,
  
  My complaint has been resolved.  I heard from the company and they finally made the repair on October 9, 2023.  I was not satisfied with how the company handled the matter and the manager made false promises on when the repair would be completed.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted Whirlpool about a refrigerator in my ********* contacted me & set appointment to come out & check it out. Again They was told it was in a RV . They sent there technician to check it out. So he arrived & went in my Motorhome & inspected it & told my wife it needed a Compressor. So After they determined the compressor was under warranty. They order it & then put it off a week to fix it. Then when they came to fix it they said they could not repair it in the motorhome that it was not safe but they fixed the one in my house with my *********** in there. They would not refund my my $130 for checking out even though they couldn't fix it.They are the sorriest bunch of lying people I have ever delt with.So I have to pay another company to come and check it again so they can fix ******** is a joke & will tell everyone I can.

• Initial Complaint

  Date:08/16/2023

  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.

  We bought a Whirlpool refrigerator in June 2022. In May of 2023 (for the second time) the freezer iced up and the ice maker quit working. We were still under warrantly. ***** Appliance is the assigned repair service for Whirlpool. They came to our house in May when they assessed the problem and arranged for part to be sent to us. The parts arrived. But ***** had refused to come back and make the repair. We had an appointment in June, which they didn't meet. Again in July and again today in August. We have been without proper use of our freezer for 4 months. ********* refuses to do anything about it. What we'd really like is to have a refund for the refrigerator so we can buy a new one, a different brand. But we would settle for having this one repaired.

  Business Response

  Date: 08/16/2023

  We have reviewed the file. This customer will be contacted today will a much sooner appointment to finish the work. 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a Whirlpool refrigerator on September 2, 2022 from ****** in ***********, **. Less than 8 months after the purchase, the refrigerator stopped working. ****** gave the contact information for S and S Appliance ********************************************* LLC in ********, **. to do the warranty work since the refrigerator was under the 1 year manufactures warranty. A technician came out to my home and diagnosed the problem as the compressor was bad. They said they had to order a compressor and would schedule a time to come and install it. This happened on or about May 11, 2023. It is now July 18 and the compressor has still not been fixed. I have been on the schedule 5 different times and each time, the dispatcher changes the appointment date and does not even call to tell me it's been changed. This repair should have been completed with in 2 weeks and I'm now at over 2 months and they have not come to do the warranty work. My 5th appointment time was today July 18 and I was told this morning that the dispatcher changed the appointment yesterday and now has schedule the work for July 28. It should not take 2 months to come out and replace a compressor on my refrigerator. This company has failed time and time again to provide the warranty service that Whirlpool has given them.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought refrigerator from Lowes on 8-25-21. Freezer/ice maker broken. Lowes referred me to S&S Appliance as provider for repair. S&S came to my house and inspected refrigerator and issued work order. Have never had refrigerator fixed. I have extended warranty from Lowes.

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 17K 60" Kitchen Aide built in refrigerator/freezer and my lights went out and two months later I am still getting the run around from these people. I have asked the manager to call and still nothing. Whirlpool has spoken with them and they have lied to whirlpool. I've had a manager at whirlpool try to figure it out but it's just not happening. Whoever is running this company needs to be fired and someone that is hands on need to be put in place. I've gotten this run around since April 13th, it is now May 31st. No one at S&S wants to take accountability and I'm going to take them to court. I'm on the phone with whirlpool, as I am typing this and they lied to the supervisors face and that supervisor is angry and sending them an email as I'm styling this. Also, my interior was scratched taking out the lights and S&S says they wont pay to fix it. So, my next step is an attorney.