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:07/21/2022

  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.

  *****, Dino's service technician, came to my residence on 11/23/21. He diagnosed what was wrong with my fridge and stated I needed to contact the manufacturer to obtain the part needed. I did this and was told they would send the part to my home. In December of 2021, I received a call from ***** saying they received the parts and that they could come fix my fridge. I was confused, since I was told I would receive the part, but they said they got it, so I scheduled a morning appointment. The day of my appointment ***** said he could come out in the afternoon, which did not work for me and I was asked to call the *********** to reschedule. I scheduled an appointment for the 2nd week of February. Then the first week of February, I received a call from Dino stating that his only technician who serviced ********** had COVID and he was not sure when he would be better so he'd call me to reschedule. A month went by, and I never got a call, so I called. When I called the office, Dino answered, and said he had to review my folder to figure out what was going on and that be would call back. I never got a call back. I called almost everyday during the month of March trying to schedule an appointment. On March 30, 2022 Dino told me that they sent the part back to Whirlpool because they couldn't reach me and that his technician never had COVID. I needed the part, so I had to contact Whirpool again and finally got the part in July 2022 and found out Whirpool never sent the part to ************** The technician, *****, came out on 07/21/22 to install the new part and tried charging us again, after saying our initial service fee in Nov. would cover repairs. We agreed to pay, but then ***** tried adding new charges, stating that he had to work harder to make the repair since the part that needed to be repaired was covered in ice. Granted, he had a steamer and ice pick which caused the ice block to fall off in less than 10 minutes.He refused to leave my home after asking him to leave

  Business Response

  Date: 07/26/2022

  It is unfortunate that this customer had to come to write this extensive complaint when all we did was try to help Ms. ********* and her mother. Even when the customer was as difficult as they were, Dino's still, after a couple of months had gone by of not hearing back from the customer *********************** does not have a voicemail, not sure where the customer was leaving messages at) our intention was still to help her. This customers intent was to defraud us from the beginning after knowing upfront they would have to pay around 400 and giving authorization to pay additional labor when in the home. Ms. ********* kicked him out of her home after we had installed the parts and fixed the fridge for her. Our technician at the time of the appointment had to call the police because she was verbally abusive and threatening towards him and refused to pay for the job done. The police mentioned they had already had problems with Ms. ********* in the past and were aware of her history. Our company is currently in the process of filing assault charges against her towards our technician and fraud charges.