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:05/26/2025

  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.

  On 5/22 called to have washing machine looked at. Appt was made for 5/26 was told would get 85$ deduction as first time customer as listed on website. Technician arrived we had difficulty communicating d/t his language barrier. He told me to sign stating he would do diagnostic. He then told me he finished the work and would create an invoice. He showed me charges for 215$ in labor (for less than 1 hr) and 140$ for parts. I asked what parts were used he tried to show me with pantomime the parts- not actually using English words. I told him that the quote was much higher I than expected to be pay for that amount of work and that I didnt even see the parts. I paid because I was uncomfortable being home alone with him. He also left my laundry room and door covered in mud and didnt offer to clean up. I called the number listed on the website for help, explained everything and she said he would have to come out again to reassess. She agreed that quotes should be provided and parts shown prior to actually doing the work. I adamantly refused stating I wasnt comfortable with how they do business. No invoice was actually sent only a link that went to nothing.

  

  Business Response

  Date: 06/12/2025

  Service Date: 05/26/2025
  Appliance Type: ************************start="134" data-end="137">Brand: ****************start="155" data-end="158">Model: 110.29622800
  Serial Number: *********
  Customer Complaint: Not draining
  Diagnosed Issue: Appliance not spinning due to a broken clutch
  Recommendation: Clutch replacement required
  A diagnostic was performed, and the technician recommended a repair. The customer agreed to proceed, and both the service fee and a deposit were paid using the customers card. The required parts were ordered, and the repair was completed.
  Subsequently, the customer contacted us, reporting continued issues with the appliance. In accordance with our policy, we offered a free recall visit multiple times to reassess the appliance and verify the issue. However, the customer declined each of these offers.
  As stated in our Terms and Conditions:
  Section I, Clause 1: The service fee is non-refundable.
  Section IV, Clause 1: If, after a completed repair, the appliance fails to perform its primary function, the customer may be eligible for a refund of labor charges only if they notify us via email within three (3) days of the completed repair and provide confirmation from a third-party service provider or other authorized party verifying the issue.
  The original diagnosis was completed, necessary parts were installed, and the repair was made. We were ready to perform additional inspection or repair, but a recall visit is necessary before any discussion of a potential refund. We must confirm that the appliance is indeed malfunctioning and that the issue is the same as originally diagnosed. Unfortunately, the customer refused to allow this follow-up visit.

• Initial Complaint

  Date:05/26/2025

  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 wanted an estimate for my ****. The **** is really old and I dont think it would be hard to fix. The technician tried to scam me out of my money by overcharging me for labor and parts. He also wanted to double charge me for a second time along with the labor cost because of him coming out to my home. I paid an estimated cost for the diagnostic test. But the estimate I received is more than the **** cost and is worth. Please help me.

  

  Business Response

  Date: 06/12/2025

  Service Date: 05/24/2025
  Appliance Type: **************start="123" data-end="126">Brand: ****************start="144" data-end="147">Model: K68976890
  Serial Number: ******
  Customer Complaint: Not heating at all and making a clicking noise
  Diagnosed Issue: No heat
  Recommendation: Replace control board k*** and power button
  A diagnostic was performed, and the technician provided a detailed repair recommendation. The customer declined the estimate and chose not to proceed with the repair. The $99 service fee was paid on the same day using the customers card, and we have both the customers signature and photos of the ********************** as proof of diagnostic service and payment.
  As stated in our Terms and Conditions:
  Section I, Clause 1: The service fee is non-refundable.
  Charges Applied:
  Service Fee: $99
  Total: $99
  The diagnostic was completed, and we were fully prepared to proceed with the repair had the customer accepted the estimate. Given the documented facts and adherence to our stated policies, we do not find the basis for the current complaint to be valid.

• Initial Complaint

  Date:04/25/2025

  Type:Product 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.

  Appliances Giants was contacted on December 19, 2024 to repair our GE washer. The first service visit by technician **** was on December 20, 2024. Parts were paid for and ordered on that day. On January 14 **** returned and installed ordered parts. We discovered a few hours later that the same issues occurred and **** took back parts and recommended that we get a refund. On February 24th, customer service department was called and representative "Ceej" verified that our refund is being reviewed by their finance team as recommended by technician ****. She stated that we should hear from the finance department in 48hrs. Upon my several phone calls to the customer service ***** **** has only repeated that "the finance team has been contacted and I should hear back soon". This is now approaching 3 months of weekly calls and nothing has been resolved. Please help me to get my refund from this company. The invoice shows ****** ****** as the customer, however I, ****** ****** made the service call, paid for services not received and have been the person contacting their customer service number @ ************. Please contact me if any further information is needed @ ************. Sincerely, ****** ******

  

  Business Response

  Date: 05/09/2025

  Dear ****** and ******, 

  We spoke with your daughter and have successfully resolved the issue.

  As discussed, the full payment you made has been refunded to your account. You can find the invoice attached, reflecting the refund processed.

  
  We strive to provide the best possible service to our customers, and we appreciate your patience throughout this process.

  If you have any further questions or need additional assistance, please feel free to contact us.

  
  Warm regards,

  Appliances Giants team 

• Initial Complaint

  Date:04/04/2025

  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.

  I contacted Appliances Giants to find out why and to fix my washing machine which makes terrible noises. A repairman came to my condo on Dec. 3, 2024 and stated that I needed a new drum for the machine. He told me I had to pay for the drum and when it came in, the office would arrange for a repairman to install it. I gave him a check for $981.26, the cost of the drum. The part was delayed but finally an appointment was scheduled for March 4, 2025 and ******* was supposed to arrive between 12:00pm-3:00pm. ******* did not show up and finally at 3:30pm I texted Appliances Giants and said I had to leave so we would have to reschedule an appointment. I never heard from anyone so I called the office on March 7th and was told that the finance department would contact me about a refund. I didn't hear anything more so on March 12th I sent a text and asked what was going on and why I was told I was going to get a refund when they had told me they had the part and a repairman was going to install it. I didn't hear anything so I sent another text on March 18th stating that I had not heard from the finance department. Again.....nothing. Finally on March 29th I sent a text saying that I was going to give them one week, until April 4th to contact me and give me my money back or I was going to go to the BBB and write a review on Yelp. I received a reply text on March 30th saying that they apologize for the inconvenience and regarding my refund, they have followed up with their ****************** to get an update for a status. They asked me to give them more time to get the issue taken care of. I wrote back and said they had until April 4th and I have heard nothing since.

  

  Business Response

  Date: 04/08/2025

  Hello.

  We did order part for repair but part was on backorder. 

  Customer do not want to wait for part anymore. 

  Refund for deposit was sent by check. Refund amount is 841.26$ .

  Service fee was deducted, because we did present diagnostic report and acording to our Terms and ******************* fee is non refunduble.

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23161239
  
  I am rejecting this response because I have not yet received the refund check.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 04/17/2025

  Dear customer, 

  The check was sent and it is on the way . Please be  patient and wait a bit longer 

  Customer Answer

  Date: 04/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received the check from Appliance Giants yesterday so you can close my account.  Thank you so much for your help getting my money back.

   

  ......***** *******

  ******************************************************

   

  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  I requested service to get an estimate on refrigerator repair. I promptly canceled the request (same day 3/5/25) because my son bought a new refrigerator for me instead.This business charged $144.45 to my credit card IMMEDIATELY and did not cancel or refund the amount. I am requesting a full refund. I've contacted the company.

  

  Business Response

  Date: 03/17/2025

   

  To whom it may concern
  3/04/2025 The diagnostic for appliance was made
  Type: Refrigerator
  Brand: Amana
  Model:MA35785
  ************
  Problem: Freon leakage 
  Recommendation: change evaporator 
  
  Diagnostic was performed and technician recommended what should be done for repair. 

  Customer agreed for diagnostic , we have customers signature as a proof. 

  Later we follow up with customer if he want to do **********************, he refused and told us that he will buy new one . So the job was closed for service fee. 

  We wanted to point out several things 

  1. We did not received any cancelation call

  2. We have customer signature for 140$ ( agreeing with diagnostic and payment) 

  3. We have photos of appliance and diagnostic report that indicate that diagnostic was done 

  4. Customer paid for diagnostic using his card with tech, we did not have any other way to receive this payment except from customer itself. 

  For everything that was said please see attached documents. 

  Please check with customer what really happened ,  because some one let tech in , agreed for diagnostic and paid for it . 

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/06/2025

  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.

  We hired Appliances Giants to repair our mircrowave and the technician told us it needs a new transformer for a total of $1,889.41 on February 10, 2025. After a few days we had not heard from him so we call back the company to check on the status and the person told us that its not the transformer and that we should have another technician come out. I asked for a refund and told me someone from the finance department would call me back but no one did. And they wouldnt give me a phone number to directly call them. It is now March 6, 2025 and still no refund. I keep calling to speak to someone and they all tell me someone will call me back but no one does. We got scammed. I also emailed the company but never heard back from anyone.

  

  Business Response

  Date: 03/25/2025

  03/19/2024 customer was provided with refund of deposit paid in full 

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/26/2025

  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.

  Appliance Giants sent a repair technician to diagnose my refrigerator on February 6, 2025. The repair technician told me that the part would need to be ordered. I paid for the part and scheduled the repair for February 12, 2025. On the day of the repair I was notified that it would need to be rescheduled, and rescheduled it for February 20, 2025. On February 19, I was notified it would again need to be rescheduled. I requested to speak with a manager on February 19 about the multiple reschedulings and was told I would be called back. On February 24, I called, requesting a callback from a manager, and was again told I would be called back. On February 26, the same day as my appointment, I was called and told that it would need to be rescheduled. I have still not heard from a manager. I have requested a refund as the work, 3 weeks later, has still not been completed. I have not heard back from the company regarding this request

  

  Business Response

  Date: 03/18/2025

  To whom it may concern

  02/06/2025 The diagnostic for the appliance was made

  Type: Refrigerator

  Brand: Sub-zero

  Customer's complaints: Water is leaking out of the refrigerator.

  Model: BI - 42UFD/0

  Serial: ********

  Problem: door gaskets is worn out and drain line is clogged

  Recommendation: door gasket need to be replaced and drain line cleaned

  Diagnostic was performed and technician recommended what should be done for repair. Customer paid Service fee and part deposit the same ********* were ordered and when they arrived we scheduled installation.Because of some technical and tech personal reasons the appointment was rescheduled twice.Customer did not want to wait anymore and canceled the job.
  
  02/26/2025 customer was contacted by manager, but we could not convince the customer to move forward with *********************** and cancelled the job .Before we could proceed with partial refund ( exclude Service fee and restocking fee ) customer disputed payment. 

  
  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22995150
  
  I am rejecting this response because the response does not accurately address the failure to perform services.  There were 4 cancelled appointments on the part of Appliance Giants.  There was a flat refusal to send any other technician during any of the rescheduling, including a no-show on the part of the technician.  I have no reason to believe that any further appointments would have led to completed service based on this track record.  

  It was only after I said I did not wish to reschedule did I even receive a return phone call from a manager.  I initiated a refund through my credit card after I was told I would hear from the financial department but got no response other than from the manager who again, did not wish to issue a refund and tried to reschedule.  

  Lastly, and this is the most glaring, the diagnosis WAS WRONG.  The issue was a clogged drain, which a different company was able to fix without the need for any parts.  I'm unclear on why the technician identified the gaskets as the issue leading to water buildup, but it is alarming that this was not fixed on the spot, with a recommendation to replace the gaskets.  

  Not only did Appliance Giants take money from me, and then after payment fail to deliver services, but the diagnostics were incorrect and would not have fixed the initial issue.  

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/25/2025

  All the payment are disputed by customer 

  From this point we do not have any payments from him 

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because the credit card dispute refunded my money.  The company was still unresponsive at all stages.  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/26/2025

  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.

  My parents Sub Zero fridge has not worked properly since November when they first called Appliance Giants and had a tech come out ( it is currently the end of February). I have been awaiting a call back since last week because my parents had multiple visits and charges with their Sub Zero repair. I find it odd that the tech would only accept checks, and they were conveniently cashed before repairs were made and service was completed. The unit still does not work properly and when we had another technician scheduled last Wednesday (2/19) from 12p-3p. As of 3:15p no one arrived. When I called to find out why, the operator had to call the tech. The tech stated that he would not come out and we would receive a refund for all the labor (over $800). The operator stated that I needed to stay near my phone as I would receive a call from the finance **** to issue the refund. I never received a call. I have called every day since asking to speak to a supervisor/manager/owner so that I can find out why the tech would not come out and how my parents will receive their refund. I am told that they can only send messages and that there is no one to connect to. I have asked for names of people I can contact to resolve this and, again, I am told they can only leave messages and not give out names or information. The work orders are for ***** ********** ************.Please contact me (their son - **** **********) at ************

  

  Business Response

  Date: 03/18/2025

    11/04/2024 The diagnostic for appliance was made
  Type: Refrigerator
  Brand: Sub-zero
  Customer's complaints: leaking water
  Model: 511
  Serial: -
  Problem: Defrosting issues
  Recommendation: Heating element should be replaced. Drain system should be cleaned.
  Job was done in 5 days 
  After that tech went 3 times to Recall 
  12/02/2024 , 12/28/2024 and 02/19/2025 and all Recall was for free, in spite of our terms and conditions only the first one is out of charge. 
  On first Recall tech fixed a small issue , on the last one no issues were found , tech rechecked everything . 
  After that we declined customers' requests about free Recall visits and wanted to schedule a new diagnostic . Customer refused. 

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22991342
  
  I am rejecting this response because:

  The tech never came out on 2/19/25. He was scheduled to arrive from 10:30- 3p. At 3:15p I called and was told the tech would not come out and we would be refunded the on the past labor. The calls are all recorded on the company side. I suggest they review the calls on 2/19/25 to and from ************ as I was told I would receive a call back shortly from the finance department to resolve the refund. The call never came. The issue was never resolved. We called another company to look at the issue and it was fixed in 30 minutes.

  Sincerely,

  
  ***** **********

  

  Business Response

  Date: 03/25/2025

  11/04/2024 The diagnostic for appliance was made
  Type: Refrigerator
  Brand: Sub-zero
  Customer's complaints: leaking water
  Model: 511
  Serial: -
  Problem: Defrosting issues
  Recommendation: Heating element should be replaced. Drain system should be cleaned.
  Job was done in 5 days 
  After that tech went 3 times to Recall 
  12/02/2024 , 12/28/2024 and 02/19/2025 and all Recall was for free, in spite of our terms and conditions only the first one is out of charge. 
  On first Recall tech fixed a small issue , on the last one no issues were found , tech rechecked everything . 
  After that we declined customers' requests about free Recall visits and wanted to schedule a new diagnostic . Customer refused. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22991342
  
  I am rejecting this response because:

   

  Once again, even though you continue to state that this happened....NO ONE CAME ON 2/19/2025. Please check your "recorded calls" on this day. A tech was scheduled on 2/19/2025. I took the day off of work to be there to help the tech and my parents resolve the issue. The tech was scheduled to arrive between Noon and 3p. At 3:15, no one arrived or contacted me. I called your company and after waiting for the operator to contact the tech, I was informed that the tech refused to come out and that we would receive a refund for labor from past visits. I was then told to stay near my phone as I would receive a call from the "finance ***** to discuss how the refund would be handled. I never received that call. I continued to contact your business every day for over a week asking for a call back from someone in management to help me resolve this issue. NO ONE EVER CALLED. Ultimately, I emailed your company through your website, again, with no response. My final act towards resolution was through the BBB.

  Your responses have been inaccurate and not addressing the issues. I would ask that you contact me directly so that we can resolve this.

  The best number to reach me is ************
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:02/02/2025

  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.

  Repair man came to my home to repair my dryer. He never inspected the dryer was at home 15 minutes. Tried to charge me $500 plus dollars for service and unnecessary part. I had a local repair man come out a number of days later. It was only a fuse. The cost for the part $24 total cost $120..

  

  Business Response

  Date: 02/10/2025

  Hello Clay

  We understand that you were not satisfied with our service. 

  Our main goal is to repair appliances and make our customers happy . So we would like to proposed to make refund for the service fee. 

  The refund will be proceed today , Thank you ! 

• Initial Complaint

  Date:01/31/2025

  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.

  On 1/8 I had Appliances Giants come work on my stove because it was making sounds when it wasn't in use. The technician said he repaired the stove. We used the stove on 1/10 and our Carbon Monoxide alarms started going off. PG&E and fire **** came out Our stove was red tagged- technician said whoever worked on our stove needed to come fix it because the levels of gas leaking were so dangerous. I have called Appliances Giants every day for 3 weeks and they keep telling me they will not call me back. Each person I speak to tells me they are "expediting my account to a manager and NO ONE calls me back. I have asked for a refund for my repairs since my stove is still not working and they keep telling me they will call me back!!! At first I wanted another technician to come back to fix it, but now I just want a refund so I can have another trusted company come work on my stove! My family could have died with the levels of gas leaking out!

  

  Business Response

  Date: 02/10/2025

  Hello ***** , 

  As we spoke with you some time ago, refund for the amount paid  was done in full  and our issue was resolved. 

  Thank you ! 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22881109
  
  I am rejecting this response because: I have only received $471 refund. I paid an additional $1,035 that has NOT been refunded!
  
  
  Sincerely,
  
  ***** ******