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Business Profile

Appliance Repair

Aurora Appliance Repair

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Aurora Appliance Repair's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      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.

       
      Complaint: 23250985

      I am rejecting this response because:

      *** is not clearly defined and as for you being provided a diagnosis, this should be within your records as you sent a technician out twice. Once to diagnose the issue, of which the technician had to call someone else to do so, and the second time to repair. As this is your warranty and the *** is not clearly defined and I was told by 3 of your phone operators that you are a subcontractor only, no *** available, this suggests the warranty is not valid in the first place and is false advertising.

      Sincerely,

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

      Business Response

      Date: 05/08/2025

      Thank you for reaching out. We are truly sorry to hear that your dishwasher has stopped working again. Please know that we always strive to provide high-quality service, and we did everything we could during our previous visit to repair your unit.
      You have contacted us regarding this issue before, and we responded accordingly. The invoice you referenced does indeed mention a 3-month parts warranty; however, it also clearly states that this applies specifically to work performed under COD (cash on delivery) service requests. This is a standard invoice format used both for COD work and for repairs performed under warranty service plans.
      At no point have we refused to repair your unit. As of now, we have not been provided with a technician's diagnosis confirming what exactly is wrong with your dishwasher or whether the issue involves the same part that was previously replaced. The current assessment is based solely on your statement, without a service inspection.
      We also want to respectfully remind you that all warranty coverage is governed by the terms and conditions of your contract with your warranty company. As a service provider, we act as a subcontractor in this process. Therefore, we recommend that you contact your warranty provider to request a new service order. Once a diagnosis is completed and if the issue involves a failed part, we will be happy to replace it in accordance with the warranty.
      Thank you for your understanding.
      Best regards,
      Aurora Appliance Repair
      Customer Support Team

      Business Response

      Date: 05/20/2025

      We understand your frustration regarding the warranty, and we appreciate you taking the time to share your concerns.
      However, we would like to reiterate that all warranty obligations and coverage terms for the work performed are outlined and governed by the agreement you have with your warranty provider, ******************** (***).
      Please note that no service fees or payments were made directly to us for the work performed. We operate as a subcontractor and carry out repairs strictly in accordance with the guidelines and authorization provided by ****
      If you have any questions regarding coverage, COD terms, or eligibility, we kindly recommend contacting *** directly for further clarification.
      Thank you for your understanding.

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23250985

      I am rejecting this response because: the company still denies their responsibility for the warranty despite offering it in an unclear way.

      Sincerely,

      ******* ******
    • Initial Complaint

      Date:02/27/2025

      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.
      So my home warranty provider has sent aurora appliance twice to fix my dishwasher. The technician first came and said that sometimes during winter months the pipes are cold, so start the hot water by kitchen sink for 3-5 mins and then start the dishwasher. I think this is just not identifying the real problem but passing it on. I tried what they said but no help. It will work sometimes and not sometimes.Reopened the case, they came the serving time, same advice and left, closed the case with no mechanical problem. I have pictures of dirty dishes and soap not dissolving at the end of the cycle. I even scrub the dishes before putting in the dishwasher.Have opened the case for the third time, lets see what happens

      Business Response

      Date: 05/08/2025

      Dear ***,

      Were sorry to hear that you continue to experience issues with your dishwasher, and we truly understand how frustrating this situation can be.
      Its true that the temperature of the incoming water can significantly impact dishwasher performance, especially during colder months. However, we also understand that this may not be the only factor affecting your units operation.
      Wed also like to clarify that, according to our records, in March, a service appointment was scheduled for our technician to return with a replacement circulation pump, which had been identified as the likely cause of the problem. However, the work order was later transferred to another service company at your request.
      Were committed to helping resolve appliance issues effectively, and we remain available should the case be reassigned to us.

      Sincerely,
      Aurora Appliance Repair
      Customer Support Team

    • Initial Complaint

      Date:10/15/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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.
      After FOUR WEEKS we still don't have a functional washing machine. They've sent the same tech out four times and we've had to wait a week+ for each appointment. When I tried calling about getting sooner appointments, overnighting parts, etc. I could only reach **** who was wildly unhelpful and claimed there were no supervisors. To be clear, he isn't a supervisor himself but said the supervisors just... didn't exist? After a while of trying to call out the unlikelihood that no supervisors actually existed, he told me he'd give my number to the supervisors and they'd call me. It's been 2 weeks and 2 more appointments later, but no supervisor has called.We were paired with Aurora Appliance Repair through ********************, and it's clear from other reviews that the only business this company gets is from home warranties. If they had to work with costumers that could choose their company they would not still be in business. Today was appointment #4 and after "fixing" the washer (again) we still have the same exact issue and the washer is not usable. I called American Home Shield to explain this issue and have finally gotten paired with another repair company. The new repair company asked who had previously looked at our washing machine and said "Oh yes. I've heard about them." ************ is SO BAD that other companies have been called out to fix their mistakes! 0/10. Do not recommend.
    • Initial Complaint

      Date:09/30/2024

      Type:Sales and Advertising Issues
      Status:
      UnansweredMore 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 September 16, 2024 Aurora Appliance Repair sent a technician out to service our Thermador oven that was not working correctly. The technician pulled out the oven without any protection underneath and scratched the hard wood floors. Next, he pulled out the entire gas line and burned a hole in the line causing a major gas leak. He told us that it was broken and would not be fixed that day and left in a hurry with very little explanation. We were very concerned since the house smelled of gas. I had to call the local gas company to come clear the house from gas. We called another repair company, and the new technician explained the damage the previous man had caused. He also explained that the initial issue the oven had could have been fixed from the top and did not require the oven to move from the wall at all. It is clear that Aurora Appliance Repair sent out an incompetent technician to care for our Thermador oven. We are asking that Aurora Appliance Repair pay for the damages they caused to the oven and floors and cover the fees associated with their mistakes.
    • Initial Complaint

      Date:08/17/2024

      Type:Sales and Advertising Issues
      Status:
      UnansweredMore 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.
      Aurora Appliance sent out the same guy three times for my washing machine. He did not seem to know what he was doing and was struggling to diagnose the issue. I told him the issue, it was making a grinding noise. He kept saying he fixed it.The third time he attempted to fix it, he said a sensor was broken and he'd need to order a part. He submitted a diagnosis to my home warranty that said I cut wires in the washing machine. I called a different company to look at it, and the gasket had blown and was leaking. It had rusted, causing the grinding noise. He also confirmed the guy had cut wires. My washer needs to be replaced. My complaint is that Aurora Appliance LIED and said that I cut the wires, therefore my home warranty won't replace my washing machine.
    • Initial Complaint

      Date:07/26/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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.
      AURORA APPLIANCE REPAIR- DOES NOT stand behind their work.They relaced all major electronics in my GE dishwasher in March 2024 for $500+. The electronics of the Dishwasher do not turn on as of July 2024. They said they only stand behind work for 30 days and I should pay again for them to come out and pay for another repair.
    • Initial Complaint

      Date:03/04/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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.
      Aurora Appliance did not fix any of the units and filed a false diagnosis.
    • Initial Complaint

      Date:01/08/2024

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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 range is covered under warranty through Assurant. The ignitor on my broiler started to malfunction so I place a warranty claim. Assurant assigned Aurora Appliance Repair. The technician arrived on 12/18/23 and began to inspect the oven. He turned the breaker off and started to remove the ignitor, pulling on the wires. He said he had to order he part and would return as soon as it was received. He then proceeded to tell me that I needed to hire an electrician because the breaker must have been bad as it wasn't turning back on. "I am not an electrician - you will need to hire an electrician to check your breaker" - definitely punting the issue. I called an electrician who came out 12/19. They confirmed it was work he did on the appliance and the breaker was acting as expected. He showed back up once the ignitor was received on 12/21/23 and asked why the range electricity was still off. I told him I had hired an electrician (who I wanted reimbursement for - $137) who confirmed it was an issue with the wiring of the appliance. He told me he only pulled on the ignitor wiring and did not cut any wires. He needed access to the back of the range (which was currently blocked by my island cabinet paneling). I told him I could get a handy man out that day - which I did who cut a hole in the panel. I texted him and he told me to call the office. The office called me immediately and said they could not revisit until the following week, after Christmas on 12/27. Absolutely unacceptable - I was left with no working range over the holidays with family in town! I called Mr. ********* on 12/21 and they came out the next day. The confirmed when he pulled the ignitor so hard, he pulled the housing on the back of the oven so hard it cut the wires causing the circuit to trip. He repaired the wiring and installed a new ignitor all within an hour ($330.98). This company does not hire skilled workers and left me without a means to cook for a week and would have been longer!
    • Initial Complaint

      Date:11/17/2023

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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 November 4th my warranty company First ******** sent this contractor to me to fix my washer, and my dishwasher and my microwave. first off they fixed the microwave and it worked all of one day and they went back and lied that i was missing a spring on my washer when the tech told me that it was my latch that's not working properly. i was also contacted by Aurora Appliance that they were going to come out and fix my dishwasher today 11-17-23 so i asked them about my microwave and the told me that they were waiting on my warranty company *********************** to respond well i spoke to them today and they said that they never received the report from Aurora Appliances i believe both of the companies are doing some unethical practices they have you sign paperwork before they even diagnose your appliances and they don't write exactly what the problem is on that invoice and when i spoke to the same Tech that came out the week before he said that his supervisor writes the reports and he is putting his own notes and he or she hasn't even came to look at the appliances in question and i believe that they are working with the warranty company because they said that i have a spring missing and the Tech told me that it was the latch. so now my warranty company is saying that they are denying the claim because of it's a missing spring. i'm very frustrated with the back and forth lying between both companies.
    • Initial Complaint

      Date:06/26/2023

      Type:Service or Repair Issues
      Status:
      UnansweredMore 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 our washer and dryer serviced using our home warranty. We were referred to this business by our home warranty. Our washer was working when they arrived but the dryer wasn't. There was a loose hose and we asked them to fix it. They did fix it and when they left we tried to use the washer but it stopped on the rinse cycle and wouldn't drain. So we are now stuck with a broken washer. They have responded to our claims by saying it was broken when we called them to repair it.

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