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:06/23/2025

  Type:Billing 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.

  Previously scheduled tech repair 3 times. First tech arrived but charged a fee for simply confirming the issue with the appliance that was previously explained to whirlpool prior to requesting a repair appointment . The following 2 appointments were confirmed by phone and email then cancelled by technician the day prior to confirmed appointment with no acceptable reason for doing so. Parts were delivered to the residence prior to 3rd recent confirmed appointment but tech never arrived after waiting over 3 months. After waiting over two months for tech call out and both recent appointments cancelled by technician, with no acceptable reason and without any notice whatsoever , plus we were also charged a service fee the 1st time a tech came out (and he fixed absolutely nothing)-even though my appliance is under extended warranty- is very unprofessional. We are elderly. Repair ******* **** a refund for previous repair fee also.

  

  Business Response

  Date: 06/24/2025

  Per our service manger the order of events.

  2nd visit was submitted as a COD thus the reason the service fee was collected after repair was quoted to the consumer.

  Rick Edwards
  ,
  8:35?AM
  , Edited
  
  
  Looks like we went out in warr on 541138 02/26/22025 and replaced pre ID'd latch. A COD disp was sent over 549101 06/10 and LS quoted control and harness needed, paid SVF and did not want to repair. A WPL contract ticket was sent 549962 06/14 and we preordered the parts from previous visit that was scheduled for yesterday but LS out so rescheduled to 07/1
  

• Initial Complaint

  Date:06/10/2025

  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.

  BEWARE DON'T USE THIS COMPANY D3 A/OK THERE LIARS O ACCOUNTABILITY FOR THE POOR JOB THEY DO. THEY WANT TO CHARGE A FEE FOR A BENT DRUM THEY INSTALLED. I BEEN TRYING FOR A YEAR TO GET THEM TO CALL BACK. I FOUND OUT THIS WAS NOT SHOCKS FROM ANOTHER APPLIANCES REPAIR COMPANY. IT WAS THE BENT DRUM THEY INSTALLED! THEY HE WANTS ME TO PAY FOR HIM TO FIX THE ISSUE HE CAUSED! O ACCOUNTABILITY AND I GARANTEE. HE WILL LIE IN THE RESPONSE. YOUR COMPANY LACK THE KNOWLEDGE AND CUSTOMER ********************** TAKE RESPONSIBILITY FOR YOU ACTION AND STOP RIPPING PEOPLE OFF.!!!

  

  Business Response

  Date: 06/10/2025

  Hello,

  I stand by the communication **** had with the consumer and dispute their claims as false as with our phone systems, texting, chat etc any customers communications are recorded in one way or another and there has not been a years worth of communications and this consumer was difficult to say the least when we repaired the unit a year ago per internal notes from staff and technicians.

  It always intrigues me that the longest written and verbally bashing complaints carry the least merit, we have over 3.5 thousand ****** reviews and a 4.7 rating, we currently carry a 4.9 star review within ********************** reporting systems.

  We service over 225 homes per day in ********, ********** and ****** and have a handful of consumers like the one above who is making this complaint.

  I wish them well in their future repairs utilizing another appliance repair company.

  Regards 

  ****** Kunau 

   

   

   

   

   

• Initial Complaint

  Date:04/17/2025

  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.

  We contacted D3/A-OK because our refrigerator door needed repair. The stop pin broke and the door would completely swing open. We sent a picture of the broken part with serial number to D3/A-ok. D3/A-ok said they needed to send a guy to evaluate the problem and give us an estimate and the cost was $169.95 which would be applied to the repair cost. They came out on April 1, 2025, acknowledged the pin was broken and said they emailed the estimate. We were charged the $169.95 and they said it would go towards the repair if we repaired it in 30days. However they did not send, and have not sent to date, the estimate. We emailed on April 4 and again April 7 requesting the estimate. Their response was the request is in progress, the team is actively working on it, they will update us. It has been over 2 weeks now and we no longer want to do business with this company and want a refund. They didnt provide the service they said they would. Their service provider did come out, but he did not perform any physical work. He looked at the door, the broken pin and only stated the same information we gave them over the phone and to date they have never provided an estimate for repair. We have no confidence in their ability to do the job, if they cant follow through with a job estimate.

  

  Business Response

  Date: 04/18/2025

  Tell Please see the attached email sent to the consumer with the email THEY provided that has their estimate there will be no refund as that is our service call fee.  The consumer as well failed to state they have disputed the charge with their credit card company.  If that charge is reversed the account will be sent to the collections with the highest penalties applied.  We as well have signed copies of the work order and as well the credit card signature as the card was present at the time of ************************* why here...

• Initial Complaint

  Date:04/14/2025

  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.

  D3 caused a long duration leak during a repair of our washing machine and has refused to take responsibility for the issue and pay for leak damage repairs required

  

  Business Response

  Date: 04/24/2025

  To clarify, this was warranty work, and D3 collected no funds from Mr. ************************** Dispacth issue - HAVING ISSUE WITH SMART DESPENSE - Service addressed a Smart Dispense sensor. No water-related work occurred.

  
  9/9/24: Sensor was installed, and diagnostics confirmed proper function. No leaks or supply issues were found.

  
  1/6/25: Dispatch issueWATER ON FLOOR WHEN USED/ FLOOR IS BUCKLING - Minor water found near the drain union. Pressure test passed. Stains were near the drain line, not the supply.

  
  1/27/25: Drain components replaced per GE. Dryer was movedno water lines were disconnected. The drain repair was made under the washer. No leaks were found, and the property manager verified this.

  
  Regarding the channel locksthis tool was used on the drain clamp, not for any water supply connections.

  
  His own timeline confirms no immediate damage or leaks were observed post-visit. The leak event happened nearly a week later with no direct tie to our service.

  Given all evidencephotos, notes, and timingD3 is not responsible for the claimed damage.

  
  If you suspect a product defect, please contact GE at ************.

  Customer Answer

  Date: 05/08/2025

  [[BBB transcription via email]]

   

  It is unfortunate that the D3 caused the leak damage on a repair where they collected $0.  But they did cause the leak.
  To fix the washer, they removed the dryer, as mentioned in their response to the BBB. The leak came from the water line to the dryer, which wasnt properly reinstalled when the dryer was put back (as shown in the video I gave to the BBB). No one used the machine or entered the house after the repair until the leak was noticed, so no one else could have caused it. The property manager didnt say there were no leaks, just that the floor was dry on the day of the repair. The leak started behind the machine, so the water wasnt visible on the floor yet.

  

  Business Response

  Date: 05/20/2025

  Our decision on this complaint will not change.

   

  Regards,

  ****** Kunau 

   

• Initial Complaint

  Date:01/22/2025

  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 12/2/24 I had my subzero fridge and freezer condensers cleaned. The technician was very nice and helpful during the visit. Unfortunately he did cause damage to my wine fridge door during this service. The wine fridge is between the fridge and freezer. He did this by yanking on the wrong side of the wine fridge door. I did video the service and have this yanking recorded on video. I paid ****** for this service.I reached out quickly to this business after the service appointment to report this damage and try to get a solution. They scheduled me for another technician visit on 1/3/25. This technician came out and assessed the damage. He said to me that he could see the door was clearly bent and management would reach out to me with a solution. I heard nothing for weeks so I reached out to them. They informed me that management deemed no damage was done based on the video and pictures I provided so no billing refund or new door would be offered. They said to even consider anything for me, I would need to provide before and after pictures. I do not have any before pictures so they told me nothing would be done. I am happy to provide the video of this service that documents the damage being done to the door. I would like the door replaced but at the very least I want a refund for the service.

  

  Business Response

  Date: 01/23/2025

  The technicians that were out to the customers home are attending Miele training in **** the remainder of the week.

  I want to be able to speak with them both and would like to give ***** the original technician an opportunity to look at the door himself as I am unsure why he was not sent back rather than *******.

  Rest assured we will come to a resolution as we have not been in business since *************************************************** the ****** we service.

  In the meantime please email me the video clip directly to *********************************************************************.

  Take care and we will talk soon !

   

  ****** Kunau 

   

   

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22846328
  
  I am rejecting this response because:

  No resolution was proposed. I did email the video to the requested email on file. I await a proposed resolution. There is no way to attach a video through this message, but I am happy to send the video to any anyone else that requires it.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 01/24/2025

  
  I am confused as I would safely assume in the below email correspondence we are moving towards a solution ?
  
  
  
  That would be great if an adjustment could fix it and make it flush. ******* took a picture of a piece that he told me showed how it was clearly bent.
  He should have that picture from when he came out. 
  I appreciate your attention to this now. I am hopeful you will make this right. I will say I still am frustrated by the lack of response I received from D3appliance after ******* came out and being told it was nothing when I called a few weeks ago to find out if a resolution had been proposed. I spent over 500 dollars on a service that resulted in damage to my wine fridge. 
  I hope you will fix my door and find a way to  remedy this very disappointing and frustrating experience. 
  Thank you.
  Hannah
  
  
  On Jan 23, 2025, at 12:13?PM, ****** ***** <*********************************************************************> wrote:

  
  

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service 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.

  Scheduled an appointment with the vendor to fix a refrigerator since they were recommended by the manufacturer. Vendor charged me in advance for their services. I have asked them multiple times for the copy of material invoice and hourly rate cost breakdown to submit to insurance company for compensation which the vendor has refused stating they have a fix fee. ****** ordered refurbished factory certified equipment which I did not want to use. They are adamant that the material is new but it's not. Vendor shipped material directly to my residence instead of shipping to their business to perform quality control. Material arrived damaged and has to be re-ordered. Vendor refuses to refund and is not concerned about the lack of customer ********************** with zero empathy for wasting my day having me skip work.

  

  Business Response

  Date: 12/11/2024

  We charge a flat rate per the industry standard all parts are ordered through ******* who is an authorized vendor for Whirlpool and YES we direct ship as 99.9% of consumers appreciate this.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22669650
  
  I am rejecting this response because: As a PM Certified Construction Manager and Civil Engineer PE with 30 years experience in ********************** I can assure you with all confidence that it is NOT industry standard. Lump sum pricing are often rejected and line item pricing is an absolute must.  I believe D-3/A-OK refusal to provide line item pricing proves that they are overcharging the customer and causing the insurance company to reject the claim which I was forcefully charged by D-3/A-OK prior to services being provide. In addition sending the items directly to the customer puts the liability on the customer and not D-3/A-Ok. Per Industrial standards, D-3/A-OK must receive, take inventory and inspect the items to ensure the quantities are correct and items are not damaged.  Since this was not done I was forced to take time off waiting for D-3/A-OK's tech, which showed up at the end of the work day, to inform me that the part is in fact damaged and that he will have to re-order.  When told that I had communicated that the part might be damaged via text to their home office and nothing was done, the tech simply stated "sorry" with no regards to the waste of my time.

  This company has shown no concern in regards to the value of my time and the lack of empathy is unreal.  They have been very agressive with refusal to take any accountability to resolve this matter.  I would like an immediate refund back to me so I may hire a qualifying vendor.  If this matter is not resolved I will pursue D-3/A-OK's bond and insurance company and possibility of lien.
  
  Sincerely,
  
  Pej Haidari

  

  Business Response

  Date: 12/13/2024

  I  appreciate the fact the consumer has been employed for 30 years in his field however that has nothing to do with the way an appliance repair business is operated. 
  Assumptions by anyone are often very dangerous statements to make as he has made regarding our operating practices, I believe it is best for the consumer to walk back such  statements.
  Interesting as he would like to offer advice on how our internal practices should take place in not shipping parts directly to the consumer considering manufacturers such as Whirlpool push for ISPs to do so.
  We dont have unlimited government funds to use as he has access to in working in the Civil Engineer field so in terms of economics a direct shipment from a Whirlpool Authorized parts distributor, in this case being ******* is exactly what we do.
  There will be no refund offered as stated before as all documentation was signed on the credit card receipt all parts sales are final the replacement for the defective part will be shipped to the consumer.
  Please feel to pursue your threats in closing and you go right after that lien, remember we have been in operations since 1958 a bit longer than *********************************************************************************** 3 states at this point and soon to be 4 and that number will continue to grow.
  To the BBB my apologies in being so dissentient on this mater however claims and assumptions and threats are not exactly how you attract more bees with honey  as you know we are a very customer oriented business as we have won top 20 company awards from the BBB, I have a handful of consumers generally under 10 a year and max 15 where we have some hiccups and work them out however this is not one of them.
  
  Regards,
  
  ****** Kunau 

• Initial Complaint

  Date:11/15/2024

  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.

  In October 2024, I contacted Whirlpool about my refrigerator, which was not cooling and caused all my food to defrost. Whirlpool referred me to D3/A-OK Appliance Service, ***** who scheduled a technician visit for October 17, 2024.When the technician arrived, he admitted he was unsure of the issue but decided to replace the compressor and cooling element, stating it would take a week for parts to arrive. A week later, he replaced the parts, but the appliance only worked for one day. Once again, my food spoiled, and water gushed out when I opened the freezer door.I contacted Whirlpool the same day, and they sent a different company, Appliance Repairs in ****************, to investigate. This technician immediately found the problem and noted that the previous repairs by D3/A-OK made the situation worse. The technician explained that the modifications, such as unnecessary line additions and removals, left my refrigerator nearly unrepairable.I contacted D3/A-OK and spoke with their manager, *****, to address the issue. He was rude, dismissive, and failed to offer any apology for their poor service. When I requested compensation for the spoiled food, he sarcastically said, "Good luck with that," and hung up on me.This experience has caused significant inconvenience and financial loss. I had to replace spoiled food and take time off work to accommodate repair visits. Discussions with others revealed that many have had similar negative experiences with this company, indicating a broader pattern of incompetence and poor service.I am requesting compensation for the spoiled food and an investigation into D3/A-OK Appliance Service******'s business practices. Their lack of professionalism, poor workmanship, and unaccountable management must be addressed to prevent future incidents. There needs to be an investigation of their practices including training and qualifications for technicians and management behavior when dealing with customers

  

  Business Response

  Date: 11/19/2024

  The unit did have a sealed system repair we were not allowed to make a trip to see what was wrong with the unit a furthermore the unit was under a Whirlpool warranty they might have a food loss policy as we have not had one since we opened the business in 1958. I am puzzled at the comment of Their lack of professionalism, poor workmanship, and unaccountable management must be addressed to prevent future incidents. There needs to be an investigation of their practices including training and qualifications for technicians and management behavior when dealing with customers.  Please look at ****** reviews on our business and its clearly a different picture then you have tried to paint.  I would say that with over 2800 reviews and a 4.7 rating while servicing over 320 homes per day in THREE states we are more than competent and professional.  In closing to clarify we will not be reimbursing for any food loss and with you the best in your future appliance repair needs.
  
  Regards,
  
  ****** Kunau 

• Initial Complaint

  Date:10/10/2024

  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.

  Their repairman was out for the 3rd time to diagnose and possibly repair our Maytag washer. We've paid them $643 to date since July 19, 2024 and yet the washer is still not working. We could have bought a new washer for that amount. I questioned the repairman about charging me another $130 for his service call on October 9, 2024 (the 3rd visit). He told me not to pay him and he would have his manager contact me. Instead of contacting me, the manager authorized an additional $19 late fee be tacked onto my invoice. This is unethical but they won't reverse the late fee due to "policy". I never said I wouldn't pay the service fee, I just wanted the manager to call me per the agreement with the repairman. But I refuse to pay the late fee.

  

  Business Response

  Date: 10/14/2024

  Late fee will be removed and link for the service call will be sent for payment.

• Initial Complaint

  Date:03/21/2024

  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.

  I was issued a ticket # from ******* for a factory authorized repair and D3 appliance was the only authorized repair center. D3 scheduled a date for repair WITHOUT contacting me first and that is the beginning of my complaint. I called them to schedule a time and day that worked for me and was told that I need to commit to a full 8-5 appointment time. I resisted to that policy and it was that resistance that got me flagged. I attempted months later to contact ******* once again and was issued a new ticket # which was again sent to D3. D3 told me that I was still flagged and service would not be provided to me. It's sad that a business can basically hold a grudge against a person for a disagreement. Fortunately, ******* has since acquired another service center. I hope that they will provide good service since D3 is over sensitive to a potential customer questioning their scheduling process.

  

  Business Response

  Date: 03/22/2024

  Yes we schedule 8-5 and send out timeframes the end of the day before the appointment, we service close to 300 consumers a day between ******** and ********** and receive pushback maybe 3 times a year.  We do at times fire a customer and again we have that right and it may happen 2-3 times per year,  I am glad the issue was resolved by another company and wish them the best.

• Initial Complaint

  Date:01/01/2024

  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.

  We had 5 visits from D3AOK to repair our ice maker. Each time there was a problem. Luckily ********* was able to provide parts. At the last appointment the service technician was in a hurry as it was the day before Thanksgiving. He rushed the job. During that appointment he did not place the hose for the drain in the correct place. Because of that the drain leaked and caused a flood into our basement. We have attempted repeatedly to contact the company and the owner via email, text and phone to no avail. They have not responded in any manner. I have provided photos of the damage. As well I have a video that explains the problem that occurred.

  

  Business Response

  Date: 01/09/2024

  During that visit all waivers and releases were signed stating if a leak was to occur that we were in no way responsible.  We obviously created such forms so that when the plumber when building the home does not allow access for us to view if the drain hose is in the standpipe we have zero liabilities in this matter. Perhaps the consumer as ************* the contractor of the home so they can repair their craftsmanship.  **** care and Happy New Year !!

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21081371
  
  I am rejecting this response because:

  The technician had clear access to the drain. Every other time D3 was out to work on the icemaker the drain was placed correctly.     He did not place the ice maker and drain back in place properly on the last visit  He was clearly in a hurry to finish the job without checking his work  
  

  Additionally D3 has never responded to any of  our requests to discuss this matter until we filed the BBB complaint  

  D3 needs to stand by its work and take responsibility for errors clearly made by its technician   

  This argument from D3 does not stand  

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

  

  Business Response

  Date: 01/10/2024

  D3 has responded many many times in prolonged phone communications on this matter to the consumer, management has handled this situation sufficiently as did the technician who had all waivers signed and as well a leave behind leak strip left with the unit.  Having built in high end appliances myself there is always risk when working on built in units and thus the reason it is an industry standard for high end service companies to have such waivers for just these type of situations as there is always the unknown how the ********** were installed when the units are concealed.  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21081371
  
  I am rejecting this response because:

  The technician rushed the job, did not check his work resulting in the leak into the basement   This person had worked on this ice maker 3 times previously and was familiar with the configuration   There were no leaks previously 

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

  

  Business Response

  Date: 01/21/2024

  Again all releases were signed when removing this unit and care taken as much as we could however ONCE again let me clarify we have releases for just such reason with built in units.  I am unsure why this is so difficult to understand why we have in place such processes.