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:02/08/2024

  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.

  The odyssey started on 10/18/23. These people are used by home protection plans, so I had no choice as to who I can choose. They attempted to fix my wine cooler and just started replacing parts with out an accurate diagnosis. After replacing the mother board, adding coolant, they eventually said the compressor, was not repairable. $400- later I still have a broken wine cooler. I am now responsible for an additional $85 service fee.The tech was a COMPLETE INCOMPETENT. Quick n easy responded on yelp, below is my response to their claims:Hello ****** This is in response to the post you made on yelp.Your tech may have told you that the wine cooler worked for a short time after replacing the control board. That claim is completely FALSE. IT DID NOT WORK AT ALL He returned and tried to replace the coolant. Once again the cooler did not work at all. If the coolant was installed, it should have been cool for a short time, but NO COOLING AT ALL, so I question if it was installed at all. A second tech sent by old republic said the valve was installed on the wrong copper line. (his diagnosis is attached)Your tech tried to collect money for the service call, but I told him it would be paid to old republic.There is a $1000- *** on payment ORHP would pay on my claim, you charged appx 450- so the *** they would pay me is appx $550- for a cooler that cost $2400-. I am now being charged an additional $85 service fee.A trained tech is supposed to troubleshoot and not just start to replace parts until they get to the problem. This clearly was not the case As per your post " Im more than happy to work with you on this issue especially if it was our fault"How do we resolve this?Regards ************'ve attached a bill for a service call as well as the diagnosis by a second tech. It reads:Bad compressor - Freon leak - valve put on wrong line.Since the scan was not that ledgeable, I've attached photos that are more ledgeable

  Business Response

  Date: 02/13/2024

  We have already contacted this customer, and he did reply to us. I'm copying the conversation from Yelp and also attaching the email conversation below. This was a reply to the exact same review on Yelp. Additionally, the attachments to this case belong to a different company, not to *************************** Appliance. We did everything correctly and according to our contract with the insurance company. We cannot be held liable for any money-related issues between the customer and the home warranty company. My feeling is that the customer is just unhappy with the coverage of the insurance provider, but he can do nothing about a large company like them, so he's trying to ruin a small business's reputation and force us to pay him back from our pocket money that he never ever gave us. The reputation of a small business is crucial, so I even stepped forward to resolve this issue as best as I can, but it looks like it is not enough. I'm sorry, but I do have to pay for the parts that have been installed and the time of my employee.
  *****, thank you for your feedback. I have been trying to contact you, however, you seem to be very hard to reach. I would like to clarify this situation for our customers. Your accusations are completely false and untrue. First of all, the diagnosis was absolutely correct, and after replacing the main control board, the unit started to cool and worked for a few days. Unfortunately, in that short period of time, the compressor also failed, and we clearly explained to you the reason. This is a common issue with low-end ************** of wine coolers. After that, we informed the home warranty company that we recommend replacing the unit instead of repairing it, due to the cost of repair exceeding the price of a new unit. This was done quickly and in a timely manner. This call was performed more than 90 days ago, so we are surprised to receive this feedback so long after the service was provided. The result of this warranty case is unknown to us, as the case was closed more than 90 days ago. However, I would like to address the main issue of your review, which contains a lie about our company. It is not true that you spent $400 with us. We never charged you a dime! This work order was placed directly through the home warranty, and all payments and decisions were made by them only. We were never involved in any financial transactions between the home warranty customer and the home warranty company. Please do not mislead our future customers with this nonsense. We are still open for future communication if you are willing to contact us.

  Customer Answer

  Date: 02/15/2024

   I am rejecting this response because:
  Ther response:
  
  *****, thank you for your feedback. I have been trying to contact you,
  however, you seem to be very hard to reach. I would like to clarify this
  situation for our customers. Your accusations are completely false and
  untrue. First of all, the diagnosis was absolutely correct, and after
  replacing the main control board, the unit started to cool and worked
  for a few days.

  ( This statement is a TOTAL OUTRAGEOUS LIE The unit did not work for even a minute, Not at all, Their tech lied to cover his **** or the company is lieing)

  Unfortunately, in that short period of time, the
  compressor also failed, and we clearly explained to you the reason. This
  is a common issue with low-end ************** of wine coolers. (the unit unit cost  $2400- so they obviously have no idea  what they're talking about. Ironic that the compressor broke right after replacing the control board ?? Another COMPLETE LIE !!  They missed the diagnosis on the original visit.
  

  After that, we informed the home warranty company that we recommend replacing
  the unit instead of repairing it, due to the cost of repair exceeding
  the price of a new unit. This was done quickly and in a timely manner.
  This call was performed more than 90 days ago, so we are surprised to
  receive this feedback so long after the service was provided. The result
  of this warranty case is unknown to us, as the case was closed more
  than 90 days ago. However, I would like to address the main issue of
  your review, which contains a lie about our company.

  It is not true that you spent $400 with us. We never charged you a dime! This work order
  was placed directly through the home warranty, and all payments and
  decisions were made by them only. We were never involved in any
  financial transactions between the home warranty customer and the home
  warranty company.

  ANOTHER LIE  Their tech tried to collect a service fee, but i refused because the unit WAS NOT WORKING and past experiences with this company has resulted in unacceptable result.  Payment for the repair was made by the insurance company  out of my max **** of $1k-. So though no coming out of my pocket directly,their bill comes OUT OF MY PAYOFF BY THE  INSURANCE COMPANY.(check represents their billing which was deducted)
  

  Their CHAT GPT response is fabricated and a complete misrepresentation of the fact. A COMPLETE AND TOTAL LIE. How do you respond to a lie???

  If they were interested in resolving this dispute, they would offer a FAIR AND REASONABLE SETTLEMENT.
  

  Business Response

  Date: 02/16/2024

  Thank you for your response. I'm no longer interested in continuing this conversation, as it is clear to me that your intent is to disparage my company because you were unable to address your insurance coverage issues. I will shortly respond to your accusations so that people can understand my position.
  First, regarding the compressor: You lack the knowledge and expertise to determine whether the compressor was the cause of the failure. You also cannot test it to confirm its functionality. More importantly, just because the unit is not cooling does not mean the compressor is not working. Your claim that it was not working for even a minute is untrue; the unit was operating, but it was not cooling.
  Regarding your complaint about the so-called cheap Chinese units that you spent $2400 on, this does not mean we lack understanding of what we are talking about. Even if you spend a lot of money on it, it remains a product built with cheap, low-quality materials.
  In regard to your complaint about my technician attempting to collect an $85 service fee, please read your contract with the insurance company carefully. According to that contract, you MUST pay a service fee to the service provider or to the insurance company directly. This is why you are still responsible for this payment, whether you pay us or not. Once again, this is between you and the insurance, and it is standard procedure to collect a service fee from a customer. Please stop blaming us for following the rules. We never received a payment from you directly, so we cannot refund money that we never charged you.
  We did offer you a fair and reasonable settlement that we could afford, even though we owe you nothing. We cannot offer more just because you feel *********** it.
  I do not appreciate your accusation of me lying and not doing professional work. This is completely untrue, and my years of experience and hundreds of positive customer reviews are my proof. Miscommunications and misunderstandings can occur, and I indeed tried to resolve this.
  I won't be able to offer you more than $85, regardless of the tactics you use to pressure me. The money you mentioned has been invested in attempting to repair your unit. As stated above, you have a limited budget for this repair, which is why it was not possible to repair within that limit, and why replacement was recommended. I also don't understand why you are bringing ChatGPT into this conversation.
  Overall, if all you are trying to do is destroy the reputation of a company that follows the rules and regulations of the contract, I won't fall for that. I offered what I could; if it's not enough, I'm sorry.