Complaints

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

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  Appliance Guys Repair Service

  Moreno Valley, CA 92553-3514

• 

  Appliance Guys Repair Service

  25920 Iris Ave Ste 343 Moreno Valley, CA 92551-1658

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:09/25/2023

  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.

  I was referred to **** (appliance guys owner) in July 2023. I scheduled an appointment for "diagnostic" because my fridge wasn't cooling. I was told there was $100 fee, that fee would go towards repair if I decided to repair but would be lost if I chose not to complete the repair. The appointment was set. **** who is the owner/technician told me my fridge was not cooling due to the fan turning on and off he also mentioned the part only being available thru the manufacturer which is ****** so he would have to place an order. He also said he'd be back to repair it next week. I asked for a receipt for my $100 deposit, and he said it would be emailed. I waited 3 days for his email, but I never got one. I called their office and spoke to a lady named ******. She said she doesn't issue receipts only **** does so I reached out to him. He seemed very bothered that I was requesting a receipt and told me he does not provide receipts until after the repair is made. It took him 3 weeks and about 5 phone calls and voicemails from me for him to finally come back & complete the repairs. Once he did that, he gives me the balance due of $135. $65 for the part and $70 for the labor. I mentioned my $100 deposit not being applied to the balance he said the $100 was a service fee and does not go towards repair. I paid the balance and asked for a receipt. He told me he would email it but never did. He also said that I had a 90 day warranty but didn't provide me with proof of that either. Flash forward 3 weeks my fridge stopped cooling again! I called their office and left voicemails no one ever calls back. Finally spoke to ******, she claims their computer system was broken and that's why I hadn't been issued a receipt. She finally sent one on 9/18/23. However, the invoice was not accurate. They noted that my fridge door was repaired but it was never broken. Also, their receipts show no dates of service or dates of payments made, nor does it list my warranty. I just want a refund.

  Business Response

  Date: 10/11/2023

  To whom it may concern, 

  
  

  As a appliance repair business, I was contacted  by an appliance dealer who had a problem with a fridge that was sold. The dealer contacted and asked that I go repair a fridge they sold to a customer and that they (the dealer ) would be taking care of the charges. The dealer gave ************************************ my info and advised her to contact me. After making initial contact I advised ********************* to call my scheduling **** at ************ so that would could properly get her info an get the service appointment scheduled. ********************* was advised on the service fee charges, (even though she was being reimbursed for everything) after going out and diagnosing the fridge it was found that the damper door was not operating correctly and would need to be replaced. After tracking down the appliance manufacturer part info and ordering the part needed, the part delivery was estimated to be 3 weeks in which case we called ********************* to advise that it may be a few weeks before we can complete service. Once the part was received we called ********************* and set up the return visit. Upon the diagnosis of the fridge ********************* was advised about the total cost of repair. $100 for the service which covers the diagnosis, upon at which time ********************* was also advised that no matter the part cost the labor to install the part would be an additional $65 once we found out the price of the part ($70) we advised her of the total, which would be an additional $135 aside from the $100 service fee which brought the total to $235. Once the repair was complete the appliance dealer was contacted by myself and ********************* in which at that time ********************* told the dealer she did not want her reimbursement but that she wanted another item of the same value, in which she did receive. After the about 3 weeks ********************* contacted me via instagram and said Im not sure but I think my fridge has a problem ********************* was advised a few days later to call my scheduling ****, as she did not need to go through me to setup a return visit to see what was going on with the fridge. Upon making another service visit to come check the fridge again, ********************* went on our ****** business page and made false claims that we ripped her off and not to use our services. 

  
  

  My company did everything to serve ********************* even though she was always being reimbursed for the repair charges ********************* consistently asked / told me she thinks the appliance dealer sold her a bad fridge in which I told her the fridge was ok and not a lemon. ********************* has already been reimbursed and is now wanting a refund on money that she already has been paid back for and is attempting to steal money and also damage our reputation as a company. After ********************* bashed our company on ****** we had no choice but to cancel her appointment to avoid a hostile working environment. My company has and always will back our work with a 90 day guarantee. We did all we could and ********************* received her full reimbursement. We hope you find this response helpful. Thank you 

  
  

  
  

  
  

  
  

  Sincerely,

  
  

  *************************;

  CEO/ Lead Technician  

  Customer Answer

  Date: 10/12/2023

   I am rejecting this response because:
  Hes not being truthful. Im not sure what kind of business hes running or where his proof is of all these allegations
  ( i.e) me being reimbursed by a 3rd party or receiving another item of value in exchange for his services. If this is the case where is his proof!??? Whatever proof he has would be great!  Also, I was never issued a receipt as my proof that I paid for his services to even be reimbursed like hes claiming I was. I literally had to beg and contact his business several times for one. I was given the most bogus excuses as to why one hadnt been issued. First he said he doesnt issue receipts until the job is completed even if you give a deposit he still doesnt provide one showing that you paid him anything! Shady! & unacceptable! Furthermore, when the receipt was finally issued it had no dates of service actually no dates at all! It didnt include my warranty that he claims I have. How am I supposed to know if it was actually given to me or the expiration date if a copy was never given. Again, shady! He was paid $235 for a job not done and the only thing I want is my money back because he shouldve never gotten it. If he does not agree to return my money my next plan of action is to file  a complaint with the ***** of consumer affairs as well as file a small claims civil suit with the local Courthouse but I refuse to be ripped off by this shady business. Regardless if I was reimbursed or not why does he think its okay to keep $235 for a service he did not complete! As far as my reviews on ****** those are my reviews of his business and ** *********** write a review & how I feel. If he has a problem with it he can try to have it removed by contacting ******. Thank you 

  -****************************;

   

  Business Response

  Date: 10/12/2023

  I have sent a few pics of proof ********************* has been reimbursed. She can not get reimbursed twice.