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:11/03/2022

  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.

  My dishwasher stop working and I reached out to AV APPLIANCE REPAIR on yelp. Owner ****** schedule an appointment for me next day and sent a technician to diagnose the issue. They request a $75 flat fee to the visit and diagnose and I agreed.
  
  The technician showed up next day and checked my dishwasher for a few minutes. Later he told me the issue was the main board and it needs to be replaced and that will solve the problem. He said he didn't have the part on hand and will need another visit if I agree to replace it. He quote me $430 for the job and telling me it not worth it to to do it and suggest me to buy a new one instead. I listened to him and paid him $75 for the diagnose the problem for me and the visit.
  
  Later the day I ordered the part online and it was delivered next day. I replaced the part with the new one from manufacture and surprisingly it is still not working. So I contact ****** and ask him why replacing the part won't solve the issue. He first told me that the part I ordered is wrong. So I showed him the correct model# from the manufacture and it match exactly with the part I ordered. Then he told me he will find out with his technician and get back to me.
  
  He called me next day and explained to me that it might be other parts that causing the problem other than the main board. This is where I am getting upset with this company because I paid them to diagnose my dishwasher but they failed to perform their job. Instead of going a little further to located the problem, the technician just told me to buy a new machine instead. Like their technician, the owner ****** is not helping me either. He made up excuses from the beginning and didn't want to address the issue.
  
  Now I wasted the diagnose fee $75 plus another $100 for the part ordered from manufacture and my machine is still not working. What even worse, I still don't know where the problem is. ****** claims this is not their problem and he can still fix it for another $400.

  Business Response

  Date: 11/04/2022

  Technician diagnosed the problem with control board. This type of dishwasher have 2 control boards, main and user interface. Unfortunately the technician made a mistake and wrote down main board replacement instead of UI control. If we would do the repairs and it would be unsuccessful we would not charge additional for repair and try to solve the issue. 

  Customer decided to do the work by himself and it didn’t work. If customer would hire another company and would confirm that our diagnose is wrong then we would be able to refund the service fee charge. That type of a job should be done by professional in order to make clear evaluation. But since it was DIY unfortunately we are unable to do the refund by our policy but we are open to possibility to solve the issue.