Complaints

This profile includes complaints for Central One Service LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Central One Service LLC

  4100 E Kiehl Ave Ste D North Little Rock, AR 72120-3504

  
• 

  Central One Service LLC

  10515 W Markham St Ste F4 Little Rock, AR 72205-2291

  

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:08/26/2024

  Type:Product 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.

  June 30, 2024 I called Central One Services LLC to request a visit to repair my washing machine. July 1, 2024 a technician arrived and checked out the machine which had been intermittently not draining and said that it was working fine. We paid them $130.90 for the service call. Later that night we used the machine and it was not draining so we called Central One back and they said a technician would be coming by the next day. July 2, 2024 the same technician arrived and said that the pump was bad and replaced it for $388.37. He said the machine was working fine and left. Later that night we tried using it and again the machine didn't drain. We called Central One and they said that the technician would come back the next day. July 3, 2024 the technician again checked out the machine and said that we never had a pump problem, it was a problem with the circuit board. He reinstalled the old pump which was still sitting next to the washer and took the new pump back with him. He said that there wasn't anything that could be done to fix the circuit board but that we should be refunded for the price of the new pump that we didn't need and that he took back with him. We were told that Central One would get in touch with us about the refund. July 12, 2024, 9 days later we called to inquire about the refund and were told by ***** that the lady who does the refund wasn't there but she would contact us so we waited. Sunday August 11, 2024 I called to leave a message inquiring about the refund and ***** answered and said that the lady who did the refunds would get in contact with me. August 15, 2024 we still hadn't received a phone call or an email about the refund so I called once again. This time it was ******** who without asking me who I was already knew the amount and said it was denied. She would not give me a reason. How can they charge me for a part, later say I didn't need the part, and then take it back with them and still charge me $388.37 for that part?

  Business Response

  Date: 09/05/2024

  *** ******** 

  We issued you a refund check on this job July 10th and mailed it to you. I’m currently in the field so I'm unable to look and see if the check has cleared the company bank account. As for you calling about your refund and speaking to ********, your refund was approved and filed by the time you spoke with her. However, I do see a refund request that was denied for a ***** ******* which would have been open during the time of your phone call with ********. I think she was mistaken you for this gentleman as your refund had already been processed and would have no longer been in the open invoices. I personally approved your invoice and signed the completed refund check for the parts and labor / minus service call and taxes as ******** and other office staff was out on July 10th.  You’re welcome to reach me at my cell: ************. I will double check the check sent out on the 10th, should it show not to have cleared the bank, I will reissue another check once the first check has been cancelled. Thanks

   

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

  Central One Service LLC

  Customer Answer

  Date: 09/11/2024

  
  
  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:12/14/2023

  Type:Billing 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.

  Service call Oct 4, 2023. Tech checked out and cleaned igniter on gas range. Said I need a part and he ordered it and said I would need to pay half at that time. I paid $193. He scheduled a return service call and ordered the part. The next morning the range worked fine and I called and said to cancel the part and the service call. I was told that someone would return my call but that never happened. After several phone calls explaining the problem, I was finally told that the $193 was a non-refundable deposit per company policy. I was never informed about this until I finally got to talk to someone who could address my problem. So the bottom line is that I paid $193 for a $99 service call because they had to cancel the order and the schedule and that takes someone's time. Really? $94 (what I paid minus the Oct 4 service call) for a 15 minute chore?

  Business Response

  Date: 01/08/2024

  The service charge to diagnose a residential appliance at the time of this service was $99.00 plus tax. This is for the customer to obtain a spot on our service technicians list (limited to 10 per day), the payroll, fuel, vehicle costs associated with the trip to the customers home. This charge also includes diagnostics. The technician cleaned the ignitor assembly in an attempt to get it to fire every time without changing the parts, which it would not. The technician did not charge for the cleaning of the ignitor system, which is something we typically charge for. In our company Terms and Agreements, which the customer receives when they schedule a service call via text message and email, it specifically states that we require a 50% deposit on any part orders and the deposits are non-refundable. In the Service Call - Residential line item, it explains the costs associated with a service fee and why there is a service fee. It also stats that by scheduling a job with Central One Service LLC, the customer agrees to the companies "Terms and Conditions". The reason for this is simple. Our parts manager goes into the system, locates the part, places the order, and documents it once it arrives. This takes approximately 30 mins for our office staff. Should a customer cancel a job that has a part that has been ordered, the deposit is non-refundable. If this happens, our parts manager has to package the part, pay for shipping back to the manufacture, and if the manufacture does take un-used returned parts (not all of them do now post covid), they charge between $25 and $50 restock fee. So we have a restock fee, a freight fee to return the part, and the time it takes our parts manager to do the return, drive the part to the post office to ship back to the manufacture. Im sorry Mr. ******* does not understand that this process is not free, nor does he understand that our technician was on site 15 mins, his words, (actually 41 mins by our system start to finish) plus the drive time payroll, fuel and vehicle costs. No refund will be issued in this matter.

• Initial Complaint

  Date:10/04/2023

  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.

  Called Central One regarding my refrigerator not cooling (not the freezer part). Technician came out and said he could be a few reasons why. He checked the refrigerator side first and then the freezer side. He defrosted the freezer side and the next thing I know. I thought he was still diagnosing the problem. Next thing I know, he told me he had replaced a part but the part he thinks is not working properly (defrost adaptive control) is no longer available for my particular model. Then he presented me with the bill. I was not informed of my repair options nor did I give him permission to replace a part that "might not solve the problem". I would not have authorized this repair knowing it would not solve the problem. Now, my freezer side is not working as well and it was working. Most repair companies get an authorization from the customer BEFORE changing out parts NOT AFTER.

  Customer Answer

  Date: 10/04/2023

  The company refunded me my money.

• Initial Complaint

  Date:08/10/2022

  Type:Billing 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.

  Around the end of June, I contacted Central One Service to repair my washer and dryer. Their repairman, after his inspection, told me that the door contact on the washing machine wasn’t engaging and needed to be replaced. I told him to go ahead and order the part, plus a bearing kit for the dryer. He told me the parts and labor came to $801.03 so I made the payment by credit card for the full amount. He returned with the parts but before he did the repairs he discovered it wasn’t the door contact after all, but instead the control board, and he told me it would cost more to fix the washer and dryer than they were worth. He went on to tell me that the owners of Central One Service were on vacation that week but that when they returned, they would refund me back the $803.03 minus the service call which he told me would be around $95. After waiting for almost the entire month of July with no refund I contacted their office and spoke to the owner. She told me that they had returned $325 to my credit card the previous day. I told her what the repairman had told me and that there hadn’t been any repairs to charge for. She told me that the repairman wasn’t authorized to promise the refund. When I protested, she told me she would have to talk it over with her husband and get back to me. The $325 return did post on my credit card account on July 26th, but neither she nor her husband has called me back and every time I tried to call them my call went to his voice mail. As of today, August 10th, no further refund has posted, so it appears that Central One Service amazingly feel justified in charging $476.03 for a service call which did nothing but waste the time of their repairman and mine.

  Business Response

  Date: 08/20/2022

  Dear sir, 

  I have reviewed this work order and I’m in complete agreement with you. The technician that came out is one of our newer techs. He’s done very well, but he did misdiagnose your unit. I will ensure you are issued the remaining balance you paid, and for your trouble and delay, I am also issuing a refund of the service call. I do apologize and I have already had a sit down with my technician yesterday regarding this job. I attempted to issue the refund on Friday, the 19th, but our system was having issues and would not allow me to do so. I will get the refund taken care of Monday morning. 
  

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

  Chief Executive Officer

  Central One Service LLC

  Business Response

  Date: 10/17/2022

  Our technician observed that the door locking assembly was randomly getting power from the control board on the second visit. It had constant power on the first visit. Power to a motor and the motor failing to work shows a failed motor. However, whatever source powers the motor can sometimes work randomly, powering the motor or failing to send power to the motor. You paid a deposit on the job, and a refund was issued minus the service call (two trips to your home) and shipping to return parts since you decided to not repair the unit. We as a company, nor does any company, take a loss when a customer has issues with their unit they decide not to address. Man labor hours, gas, fleet, etc, is not free nor cheap. You were issued the difference, allowing you to receive as much money back as possible and still paying for the trips and diagnostics. I apologize you had multiple issues with your unit. It happens from time to time. Have a great day.

  Customer Answer

  Date: 11/04/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I came to the BBB with my complaint August 10th. I believe I laid out the reason for my complaint concisely. Their repairman came to my home on July 5th to repair my dryer.  He may have been here, at most, 1 hour before he came to my office and told me what the problem was.  I did not tell him the problem.  He told me.  He told me what the door switch cost, and I told him to go ahead and order it.  I also told him to order a bearing kit for the washing machine because it had started squeaking.  He told me the parts and labor came to $801.03 and said I could either pay a 50% deposit or the whole amount.  I liked the repairman, trusted him, and since he would be returning within a few days I put the whole $801.03 on a credit card.  When he did return, after about 15 - 20 minutes, he came to my office and told me he had made a mistake in his diagnoses, that it was not a door switch but instead a circuit board.  He then told me that the dryer was not worth the money it would cost to repair.  He went on to tell me that the owners were away on vacation, would be returning within a few days and they would issue a refund.  On July 25th, almost 3 weeks later, they refunded $325.00 to my account prompting me to file a complaint with BBB on August 10th.  As you know, on August 26th, ****** ********* (who I assume is the owner of Central one Service) finally responded to the complaint, saying that he completely agreed with the reasons for my complaint, that he had tried to refund the remainder of my refund but that he had a problem with his system, and that since it was Friday he would take care of the refund on Monday, August 29th.  Now we are at November 4th, basically 4 months later, the refund was never made, and the response they have made today has absolutely nothing in common with his response of August 26th.  I don't believe their response could be any more than absurd.  I believe I have been incredibly patient, but no more.  Either the refund is made very soon or I will resolve this matter legally.
  
  
  
  Sincerely,
  
  
  
  ****** ****