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Business Profile

Appliance Repair

Appliance Connection
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2024

    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.
    Our kitchen freezer stopped working and Appliance Connection came out.The diagnosis was done by ***** and determined to be the freezer fan, which was ordered and installed 5 days later.After install the freezer never cooled and when I called back 3 hours later asking the repair person to come back, I was told by the manager that it took 24 hours to see a difference in temp (which is a complete lie and later confirmed).Overnight the refrigerator failed (and still the freezer was at 70 degrees). ***** came back out to confirm that it was now the compressor that likely broke during the fan install process and had he been dispatched at the 3 hour time when I requested he would have been able to diagnose the additional issue and salvage the food.Not only did Appliance Connection not fix the issue and instead further break the appliance, they are now refusing to refund the full amount of the service.

    Business Response

    Date: 11/07/2024

    We originally diagnosed the problem as being a condenser fan. The condenser fan's job is to remove heat from the refrigerant in the condenser. If this component fails, it causes the compressor to over heat. If the compressor over heats, it can and will damage the internal components in the compressor which will cause it to stop pumping freon. In some cases, we are able to replace the fan and the compressor works with no issues. That is why we went the route of fan replacement. With the above information in consideration, we can say with complete certainty that we did not "further break the appliance."

    When any refrigeration product is repaired, it is industry standard to give it 24 hours to come down to the correct temp and start producing ice. This is not a lie that was confirmed by anyone in our organization. If we had come back sooner, the result would have been the same. We would have diagnosed the refrigerator as needing a compressor, you would have declined the repairs, and we would have issued a refund for the fan replacement. 

    We have issued you a refund for the fan replacement because further repairs were not economical. We did discuss with you up front that there is a $115 dollar fee to make a diagnosis on the unit. We have provided a diagnosis on the unit and that fee is non refundable.
    We apologize you are not satisfied with our service.


    Customer Answer

    Date: 11/08/2024

     
    Complaint: 22521135

    I am rejecting this response because the response is incorrect in the following ways:

    1) while the fan was replaced, the technician told me that the compressor (which was working before the fan was removed/replaced) must have broken while he was replacing the fan. ie, while completing the work they were hired to do, additional damage was caused.

    2) I didn't expect the freezer to be back to frozen temp in 3 hours after the technician left nor did my call mention anything about producing ice. The issue was that when the technician left the freezer was sitting at 68 degrees (we have a freezer thermometer) and it remained at 68 degrees even after the fan was replaced. I wouldn't expect the temp to be at 0, I would expect SOME movement to get there. When I raised the concern I was told that it would take 24 hours to see any movement and that they wouldn't be sending a technician back until the following day but I could make an appointment and they would call to follow up in the morning (this follow through phone call wasn't made, I had to call and by then th)

    3) When the technician did arrive the following day, he confirmed that while the fan was working the compressor was now broken and that it likely happened during the fan install process. AND confirmed (A) we should have seen some movement in temperature when I called 3 hours after he left the prior day and (B) had he come out then the compressor would already be damaged but he would have also informed me that the compressor failure would also impact the refrigerator. As it was, the refrigerator alarm went off at 1am and all of our food was already spoiled and had to be thrown away (costing me even more money).

    4) The diagnostic fee of $115 (plus tax) was explained to be waived if we used their services to repair the broken equipment based on their recommendation. We did. We replaced the fan. Unfortunately, this didn't fix the issue and they wasted my time, additional food, forced me to spend another $4000+ on a new refrigerator and left an awful impression of this company.

    Sincerely,

    ******** *******

    Business Response

    Date: 11/08/2024

    A compressor is a pump encased in a thick steel cover. There is nothing a technician can do to damage a compressor. Either the technician miscommunicated that or it was a simple misunderstanding on your end. I apologize for the misunderstanding there. But again, we can say with complete certainty that we did not cause any damage to make the compressor fail.

    There is no tax on labor in the state of *******. You paid $115.00 for the diagnostic fee and the credit card processor charged a processing fee that you agreed to before the card was ran. If the repair is made, the fee is waived and you pay for parts and labor. At this point, no repair has been made, so the diagnostic fee will be applicable and is not refundable. 

    Customer Answer

    Date: 11/11/2024

     
    Complaint: 22521135

    I am rejecting this response because we agreed to the freezer repair to be conducted and waited 5 days between the diagnostic test and fan being replaced - all done by your technician. When your technician left after installing the fan not only did the freezer not get fixed, but the machine was worse as now the compressor stopped working so now the refrigerator was also broken causing us to completely replace the household refrigerator / freezer + all of the food that was now ruined. The 'repair' was made - unfortunately during this repair process additional damage was done.

    I can also say with 'complete certainty' that I didn't cause the refrigerator / freezer to break.

    You cannot say with 'complete certainty' that the compressor failure was not due to your technician - even your own technician said 'it likely broke when I was replacing (plugging/unplugging) the fan'.

    Sincerely,

    ******** *******

  • Initial Complaint

    Date:12/06/2022

    Type:Product 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.
    Purchased a dishwasher order# ******** email confirmation received 11/28/2022. Order verified and completed the shipment detail that same day. Never contacted by phone or email and when the shipment was late I was notified by customer ********************** that they canceled the order.

    Business Response

    Date: 12/07/2022

    While we hate to hear of the issues experienced by this consumer, we believe they have identified the incorrect company to file the complaint against. We are a locally owned and operated business out of **********, ******* that only sales and services in our local market. We do not engage in e-commerce of any sort. Our web site WWW.appliances-connection.com does not have a way to place an order and simply links the user to the manufactures web site for informational purposes.  Please consider removing this complaint from our profile and assigning it to the correct company. Thanks

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