Complaints

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• Initial Complaint

  Date:11/21/2023

  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.

  Appliance Care & Repair was selected for us by our home warranty to fix a latch on our JennAir oven. It took 3 hours to change the issue- a latch. When done, the right-sided oven door didn't close correctly- which he noted. He wiggled it a bit and it seemed to close. Upon using the right-sided oven the first time, I couldn't get it to preheat to 425 degrees and realized the door wasn't closing completely and heat was escaping. The left side of the unit was not fully screwed in and there was a gap. I needed to flip the circuit breaker to get the start button to work. *****, one of the owners, came with ******* this time. After looking at the start button issue, his comment was "I don't know how this oven works". Re: the gap- we'll fix that when we return with the parts. Re: the oven door, he pointed out a bend in the metal that neither ******* nor I could see I pointed out a crease in the metal where the screws were tightened too tight by *******. As ***** left, he said, he'd call his ***** that knows about ******* and look at the wiring diagram. And that he'd likely need to order a new control board (starter) and hinges. And he'd call my warranty company to confirm. Next thing I hear from the warranty company is ***** states he doesn't fix ******* (yet they list them on their website, and ******* worked on it the previous visits) and then wouldn't return the home warranty manager's calls to clarify what he means. SO, the warranty company had to assigned a new company to come out since Thanksgiving was 5 days away. Before posting, I wanted to make sure I heard *****'s side of the story to the warranty company so called the office. I was told the job was reassigned to a different company. I asked to have ******************* me explaining the issue. No call two days later (after he was back at work). I would like them to pay for the repair cost of the new company to fix what they damaged.

  

  Business Response

  Date: 11/21/2023

  This customer has a home warranty. If the unit cannot be repaired, it will be replaced via their policy. We did what we could and sent it back to the warranty company for a 2nd opinion. 

  Customer Answer

  Date: 11/22/2023

  This stove/oven is over $1300.  My home warranty does not cover the issues created by Appliance Care and Repair (ACR).  In addition, ACR states they warranty their work according to their website and shoud cover the issues they created.  NOT another company because that is easier and cheaper for ACR.    

  

  Business Response

  Date: 11/22/2023

  We are more than happy to send a tech out to verify what the issues are. 

  Customer Answer

  Date: 12/04/2023

  They have already been out, saw the issues they created and then wouldnt return my call.  They also told our home warranty company they dont fix ******* and then didnt return their call either.  
  

  Therefore I do not want them to try to fix something they now dont repair (after causing issues originally )