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:04/08/2025

  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.

  Two service calls one on 9/18/2023 and then on 9/27/23. The second call was due to the first not done correctly. Best Buy covered the first and not the second. The second was clearly at fault of the service tech and then we should not be charged. I called the company and refused to discuss and sent it to collections.

  

  Business Response

  Date: 04/14/2025

  On September 27, 2023, we received a service request for a brand-new Whirlpool dishwasher that was reportedly leaking and only powering on intermittently. Upon inspection, we found the leak was due to a plumbing connection under the sink, which was unrelated to the dishwasher itself and instead an installation issue. Additionally, we discovered that the dishwasher's intermittent power issue was caused by the plug not being fully inserted into the outlet.  Despite this, we covered the service visit under ********** limited warranty.  After correcting these issues, the unit operated properly during final testing.

  Approximately 10 weeks later, on December 13, 2023, the customer contacted us again, stating the dishwasher had no power. During our return visit, we found that the electrical outlet the unit was plugged into had no voltage. As this issue was not caused by a defect in the dishwasher, it did not qualify for coverage under ********** warranty. We presented the customer with a ********************** charge of $149, which they refused to pay. As a result, the account was turned over to a collection agency on April 4, 2024. The charge was valid and remains due to the collection company.

• Initial Complaint

  Date:01/29/2025

  Type:Order 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 am not responsible for the debt alleged by ************. There is no agreement between me and BEST ******** and they have not provided the original contract as requested.

  

  Business Response

  Date: 01/29/2025

  I believe ***** ****** is confusing us with a debt collection company with a similar name to ours that is located in ********** where this consumer apparently lives.  We do not service appliances in the state of ********** and have not provided service to a person with this name in ****** in the last 10 years. Please disassociate this complaint from our account.

• Initial Complaint

  Date:09/11/2024

  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.

  Recently, we faced a second warranty issue with our Maytag/Whirlpool appliance. Best Service Company Appliance Repair is refusing to honor the ******/Maytag warranty because they falsely labeled our appliances as being used for business purposes. This is completely untrue, as we use our washer and dryer solely for our family in our residence. We have proof from the *************** that we are a residence. I request BBB to contact Best Service Company Appliance Repair to address this issue reverse their decision of labeling our home as a business. This is 100% false. Please see country document showing we are a residence not a business and we use the washer/dryer for our sole purpose only.

  

  Business Response

  Date: 09/12/2024

  This consumer is operating a child daycare out of their home (License Number: *******  ********************************************************************, and confirmed by the consumer himself during a phone conversation 9/10/24).  Whirlpool has confirmed their policy (which is stated in the use and care guide) that using their appliances for anything other than a single family residence voids the appliance's warranty due to excessive usage.  It is at the discretion of Whirlpool to make exceptions to the warranty guidelines, not Best Service Company,  and Whirlpool has chosen not to do so.  Therefore, we cannot provide service to this consumer under warranty.     In addition,  the customer asserts he purchased the ********************** in November 2022 but has been unable/unwilling to provide an acceptable document proving so.  An acceptable proof of purchase document must reflect the consumer's name, delivery address, and model of the appliance that has been purchased.  Based on the manufacturing date of this appliance, it is 3 years, old which is beyond the 2 year warranty.   Under these circumstances we are unable to provide warranty service to this consumer and have referred the consumer back to Whirlpool to discuss this further if they wish. 

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22269366
  
  I am rejecting this response because:
  

  I completely reject this response based on the following facts:
  Residential Status: We are a residence and pay taxes as residents, not as a business. I have provided proof to the BBB showing that we pay taxes as residents. Best Service Company has falsely accused us of using the washer for business purposes without ever visiting our home to verify this claim. We use the washer and dryer solely for personal use.
  Proof of Purchase: Best Service Companys claim that we have not provided proof of purchase is false. I have attached proof of the warranty information that I sent via email on 4/19/2023. This was around the time they banned my house from receiving service, despite both appliances being under warranty.
  Service Issues: Best Service Company has falsely accused us of using the washer and dryer for business purposes, and they have likely done the same to other customers, as evidenced by their 2.6 out of 5 rating with the BBB.
  

  I request that ****** and Whirlpool discontinue using Best Service Company as a service provider in my area. I will provide ****** and Whirlpool with information on other, better-rated providers in my area. BBB, please assist me with this matter.
  

  Thank you.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/02/2024

  Attached is a current website page which lists this address as the location for ***************** of *************  This consumer acknowledged to us that he runs this business from his home.  The proof of purchase that he provided to us, Whirlpool , and to the BBB has no name, address, or models of the appliances which without this information is not an acceptable document according to Whirlpool.  He was made aware of this but has not provided any further documentation with the required information to either Whirlpool or us.  We have given this information to Whirlpool and it is they who has declined coverage based on this information.  We have advised this consumer to call Whirlpool directly to discuss the situation, and Whirlpool advised both Best Service Company and the consumer that the warranty coverage has been declined.   

  One further note about the consumer's comment about our alleged "2.6" rating on BBB website:   As you know, BBB does not give ratings like this, and in fact we have an A+ BBB rating along with a "4.6" star rating from our 1680+ ****** reviews.  Best Service Company is a highly rated appliance service company by Whirlpool, BBB and their customers.  The issue here is not with Best Service Company. 

   

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22269366
  
  I am rejecting this response because:

  Firstly, regarding the proof of purchase, I am attaching email evidence of what was requested and what I provided (see PDF and jpg) to Best Service. I ask Best Service to provide evidence where they asked for my name, address, and the models of the appliances in question. They will not be able to provide that evidence because they never asked for this information. They are completely misrepresenting the facts. Additionally, ********* never asked me for any warranty validation information because the information I provided met the guideline of having purchased a ****** appliance within the 2-year warranty (1 year Whirlpool and 1 year ****** warranty). 
  
  Secondly, I have contacted Whirlpool directly on several occasions (before and after talking to Best Service), but I have not received a satisfactory resolution because they told me Best Service is the one that placed a ban on servicing my appliances at my residence, claiming they were being used in a business setting, which is not true. Our business does not wash clients' clothes; we only do our laundry at our residence for sole purpose of ourselves. ********* has referred me back to Best Service for further assistance. Given this back-and-forth, I am seeking your support in facilitating a resolution with Whirlpool and Best Service to ensure my warranty coverage is honored going forward. If BBB calls Whirlpool, they will find the truth that Best Service is the one that refused to service my appliances that are under warranty.
  
  Lastly, I would like to clarify my comment regarding the BBB rating. I have attached a screenshot showing their 2.6 out of 5 BBB Customer Review Rating, as well as, a 3.3 Yelp Review rating. Both indicative of their poor treatment of clients.
  
  My intention is not to misrepresent Best Service Companys standing. I acknowledge that Best Service Company holds an A+ rating with the BBB and a 4.6-star rating on ******. My concern was solely with the handling of my specific case, and I hope BBB can resolve this matter amicably. If the matter is not resolved, I will engage social media and other channels to voice my opinion about Best Service's handling of my case.- I also urge BBB to reduce their A+ rating, if at all possible.
  
  I appreciate your attention to this issue and look forward to your assistance in resolving my warranty coverage.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/17/2024

  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.

  Provider obfuscated the service charge to have a technician come out our house and never verbally told us about the charges that would be incurred. They sent an email and in fine print outlined the charge of $200 for a service technician to diagnose our oven. The technician spent 5 minutes diagnosing that the oven had a faulty ignitor and they wanted to charge me over $600 to fix it. I did a quick ****** search and the ignitor was $20 to order and it took me 20 minutes to self-install. When I told Best Services that I was going to do the work myself they then told me that I owed them $200 for the service visit that they never told me about when scheduling. Only that it was in the email they sent me in fine print. After a lot of back and forth we agreed that the driver should be paid for his work coming out to my place but $200 was egregious and we agreed upon a lower price. I thought this was over and amicably resolved at this point. I then moved homes and had a refrigerator that needed servicing and they refused to come out for service it. I tried to have a reasonable conversation with management as I had assumed that we had come to an amicable solution with the last interaction and we agreed via email to settle the prior issue but their management appears to be very ***** and refused service and to speak with me. They seem to rely on being the only authorized dealer for the brand of refrigerator in my home and I would discourage anyone from using them as they are egregiously over priced and obfuscate the charges. Their management is also extremely ***** and don't have the gull to have a reasonable conversation with their clients that they purport to care about.

  

  Business Response

  Date: 07/22/2024

  Simply put, when a customer refuses to pay for **********************, they are put on our "do not service list".   I'd like to point out several statements made by this customer which are not true. Even though he claims we did not quote our service charges, we emailed him a copy of the voice recording which reflected we did quote his wife our service charges when she called to schedule the service visit.  As we do for all of our customers, they were sent an email which confirms our service expectations and scheduling processes which includes our "Minimum Service Fee" amount, and there is no fine print on the document.  The quote we gave to complete the repair was $452.31, not $600 as he claims.  This included a genuine Bosch ignitor which retails for $110.00, so either the customer purchased a cheap after market ignitor, or has exaggerated that information as well.   After he refused to pay anything for our trip and diagnosis, we offered to accept half of our fee as a gesture of good will, but I believe it was only paid after we advised him non-payment would result in him being turned over to collection.  So his point of "reaching an amicable solution" is not accurate either.   We also did not appreciate when this customer threaten to "blast us all over the internet and tell his good friend ******************* unless he got his way".  To conclude, this customer will need to find a different ********************************************* for his needs who I hope he treats with more respect.   

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22003879
  
  I am rejecting this response because:

  They obfuscated the service charge to commence work with my wife. Claim they mentioned the charge via phone but never did and included in an email in fine print. Additionally, $200 for a driver and quick 5min diagnosis is overpriced and even if the ignitor was $450 and not $600 that is overpriced as well. The management, which is run by the son of the original owner, is clearly very ***** and clearly did not stand by his word. We agreed to a reduced rate for the minimal service and to come to an amicable solution of payment for the drivers time i was glad to pay the driver but not for the egregious overpayment for minimal work. I cant in good conscience recommend this business based on what happened and furthermore the handling of it. Pick up the phone and have a conversation with me. I bet if we talked wed probably get a better perspective for eachothers point of view. And, no Im not threatening you simply informing you that I will share my experience with others, manufacturers, distributors, etc..

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

• Initial Complaint

  Date:04/12/2024

  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.

  Today 04/24/2024:This company wrongfully charged me $140 and didn't fix my appliance after two trips to my residence to fix a broken 6 month old Maytag washer under warranty. After the first trip I was told "it's a bubbles issue and I'm using bad soap ******* ********)." Ok, I followed instruction and it didn't fix the issue of standing water in my washer. They came back today and I showed them videos, but the technician claims the unit is functioning properly. However, it's not functioning properly as there's sitting water after the washer completes white cycles. Looking at reviews, this appears to be a common practice for Best Service Company. Please help put an end to this fraudulent business practice. Thank *****************

  

  Business Response

  Date: 04/15/2024

  This consumer scheduled a service visit through Maytag/Whirlpool and requested service for their 6-month-old clothes washer which they reported was leaking water from the bottom, and not draining the water out of the tub at the end of the cycle.  Our tech arrived and ran the unit through its diagnostic routine. He retrieved an Error Code of F0E2 which tells us there was an oversudsing issue.  Oversudsing is caused by either using a poor quality detergent, not using an HE (high efficiency)detergent as advised in the user guide,  or the use of too much detergent.   When major sudsing occurs, it will cause the pump to cavitate and is unable to drain the water.  The suds will migrate out of an air vent tube on the tub and collect underneath the washer which explained the water which they saw underneath.   There were no other error codes.  Our tech ran the washer through its cycles and the unit operate properly.  We advised the customer of the sudsing issue and recommended a different brand of detergent,and also recommend he run the clean cycle, something he was unaware existing on his machine.  

  Since there was no defect in the washer, he was charged for the visit since the warranty only covers defects in the appliance.  He was warned of the possibility of charges if no defect was found by both ******/Whirlpool during the time of scheduling, and by our customer ********************** agent when we contacted him prior to our visit to confirm his details.   Our tech spent 50 minutes in the home and the consumer was charged our minimum service visit of $149.

  Six days later the consumer contacted us again reporting that even though he had changed detergents the washer once again did not drain properly.  Note: During this conversation the consumer was very disrespectful to our customer ********************** agents. 

  We sent our tech back to the home to reinspect, and diagnostics showed no errors.  When our tech ran the unit through its cycles, it worked as designed.  The consumer showed us a video he had taken,and the video reflected that only a few pieces of clothing were being washed which most likely made the washer go out of balance.  As designed, the washer would have shut itself down to avoid severe shaking and possible damage.   After re-inspecting components we came to the conclusion again that the washer is working as designed.   

  The consumer became very irritated with our tech calling him an incompetent idiot and asked him to leave his home.   He has been placed on our do not servicelist for his unacceptable behavior.  We will not be refunding his $149 service fee unless Maytag/Whirlpool makes a special concession on his behalf and chooses to give him an exception to their warranty.  

  Customer Answer

  Date: 04/15/2024

    
  Complaint: 21567275
  
  I am rejecting this response because the washer still doesn't drain, as I discussed with the tech.  The tech was at my home for 10 minutes during the second visit and didn't cycle the machine.   Please check the yelp review for this business.  There are 69 reviews that have 1 star and several with similar situations to me.  I may not be a washer technician, but I've never had clothes this wet in any washer after a cycle.  For this company to say the product is working properly, when it's not,  is flat out wrong, a lie,  and they know it.  You've been using the wrong soap that'll be $140.  Strange, my last 15 year Maytag worked fine with any soap, and this new one is says "Commercial Grade" on the side, but somehow can't handle ******* ******** Soap.  Give me a break.  I searched the soap issue on the internet and no one else seems to be having this problem.  I've seen a broken water pump come up as a possible solution to my problem, or a blocked filter, but that wasn't even considered.  If you bought a brand new washer would you accept that the clothes were dripping wet?  They are charging people for a trip charge and doing nothing. (Read the reviews).  I've notified Whirpool and they have a case filed as well.  I can send you a full video of my washer not working.  It's larger than the 8MB limit on your site.  

  This company is fraudulent and there is no doubt.  I should have a report from a legitimate appliance company coming out this week that I'd be happy to provide as well.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/13/2023

  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.

  Best Service Company Appliance Repair does not run a reputable establishment. During the visit they recommended replacing my entire dishwasher and then quoted me a price for a part that was not even the problem. Included in this report is the part that was quoted for repair by Best (w11416362) vs. the part that was actually used to fix the dishwasher (w11414076). I was promised an $80 fee for the diagnostic, but was charged $85; however after learning that Best was attempting to fix an incorrect part on my dishwasher, I want a complete refund for the $85. They came to my home, tried to get me to purchase an entire new dishwasher and then quoted me for the wrong part. Any future customer should be aware of this **********************'s habit to overcharge the agreed upon price and offer repairs that won't actually fix the issue.

  

  Business Response

  Date: 09/18/2023

  This customer has provided inaccurate information regarding the repair.  From the initial contact with us we were very communicative about our charges, the service process, and the expectation for the service experience.  After arriving and diagnosing the issue and giving the customer a quote to complete the **********************,  the customer then claimed she told us she had a service contract when she spoke to us on the phone.  This was not true and we provided her the recording of the phone call.  She then wanted us to wait until she "called and got approval for us to bill her contract provider" and we told her we do not bill other companies for our services.  We asked her to pay for our minimum service charge as she was quoted on the phone and she refused.   She made it very clear to the technician she would not be paying for our service even though she later said she was prepared to pay.  Regarding the comments about an alleged misdiagnosis, we quoted to replace the pump and motor ASSEMBLY p# W11416362 which is correct for this appliance.  The part # the customer said another ********************** replaced is only the wash motor for this appliance.  By replacing the entire pump assembly we are replacing not only the washer motor, but the drain pump, the diverter valve, and the pump base with hoses,  which is a more complete repair.  Experience tells us that by replacing the entire assembly, it prevents the high possibility of failure of one of these other components in the near future.. ************ than $40 additional dollars.  I offered to reduce the minimum service fee owed to one-half as a gesture of good will.  I'm sorry that this customer felt that was not adequate even though this difficult situation was created by them.     

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20597365
  
  I am rejecting this response because:

  Again, I was quoted $80, but the company charged me $85 and admitted to ordering a part that was more expensive than what was needed to complete the required repair.  The company is trying to paint me in a negative light, without taking responsibility for what they did on their part to deny the customer the ability to say no to a more expensive part and pay the agreed upon rate, rather than a higher amount arbitrarily assigned by billing.  Best Service Company Appliance Repair is using unethical measures to get as much money as possible from customers (charging more than agreed upon rate, ordering more expensive parts) and not taking responsibility as a company to respond to this specific complaint, rather they paint customer's who do not comply in a negative light.  Because of this unethical manner of quoting me for a job, I expect a full refund for the service call, which resulted in no actual service.

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

• Initial Complaint

  Date:09/15/2022

  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.

  On July 7, 2022 the company came out to service our Whirlpool Washer. We were told two parts would need to be ordered in order for our washer to be operational. We agreed to that and were told the parts would be up to two weeks out. After two weeks and no contact from the company we called and were told the parts were back ordered. We continued to call for over a month until we were told to call Whirlpool to escalate the issue by an employee of Best Service. Whirlpool escalated the issue and after 11 days no resolution was reached so we requested a refund for the washer. After a couple of days ********* reached out to us to let us know the refund had been denied because Best Service Company said that both parts had been received on September 1, 2022. A call was placed to Best Service on September 14, 2022 where we were told that only one part had been received and it could take up to another week to receive the second part. It is going on three months without a washer. Doing our own research we have found both parts and could have received via overnight shipping in July or August. We have spent up to $200 a week going to the laundry mat waiting for this issue to be resolved. We have senior animals and two children that have to have various clean items to continue to be healthy. We are unsure on how to proceed further to correct this issue.

  

  Business Response

  Date: 09/16/2022

  This customer owns a Whirlpool washing machine that is still under its first year warranty with Whirlpool, so Whirlpool dispatched us out to repair the unit at no charge to the customer. We were at this customer's house on 7/7/22 and had to order two parts which were on factory backorder with the manufacturer, Whirlpool. When warranty parts are on factory backorder, we order the parts directly with Whirlpool and they try to escalate the parts to us. This can take up to 30 days if not longer, but there is no set timeline due to the pandemic and supply shortages. We have no control or power over getting warranty parts that are on factory backorder, we are at the complete mercy of Whirlpool to supply us the parts.

  The customer did call us one week after our visit on 7/15 and we explained this factory backorder process to them and how it can take at least up to 30 days. The customer called us a second time for a parts update on 7/25 and we had not received an update from Whirlpool yet. They called us again on 8/5, but still no update from Whirlpool.

  The customer called us a 4th time on 8/15 and since it had now been over 30 days since the parts had been ordered with Whirlpool, we suggested to the customer they call Whirlpool directly because often times, when the customer calls Whirlpool directly, they will offer the customer an exchange or extend their warranty or even give the customer some cash back for the inconvenience of waiting. Whatever Whirlpool decides to do for the customer is between Whirlpool and their customer, we have no say or influence on what happens.

  After hearing no updates from Whirlpool, on 8/24 we reached out to Whirlpool to see if there was an ETA yet for the two parts and they said an order was just placed on 8/23 but tracking was not uploaded yet but should be shipping soon. On 8/31 we received notification from Whirlpool that one part had shipped, it arrived on 9/1. We received a second notification on 9/9 that the second part had shipped but tracking was not active yet. The customer called us a 5th time on 9/14 telling us they wouldn't exchange the washing machine for them because they had already shipped the parts out. We received the second part yesterday on 9/15 and currently have this customer on schedule for Tuesday to install the two parts. 

  Customer's issue are with the manufacturer Whirlpool, not with us.