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:12/05/2022

  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.

  C&E Appliance of ********* is an authorized ********** repair service that was recommended by the manufacturer. C&E charged me for a warranty repair on a ********** wall oven. According to **********, the repair should be covered under warranty. According to C&E the charge was for the extra person that was required to handle the oven. A different repair service used on an earlier repair did not require a second person because they had the proper equipment to handle it with one person. On previous oven warranty repairs by C&E they had a second person and did not charge for them. However, this repair was just before Thanksgiving, so I assume they knew they had me over a barrel. They called about two hours prior to the repair person’s arrival to inform me that there would be a $150 charge or the repair person would not come. Because it was so close to Thanksgiving, I had no choice but to agree to the charge or have a house full of guests eating deli sandwiches on Thanksgiving. Getting another service company at that late date was out of the question. If C&E had informed me of the charge when the appointment was made the previous week, I might have been able to get a different company. To illustrate how shady the whole situation was when I asked for a receipt, they said they would email it to me. They did not. I asked a second time and they again agreed to email it to me which again they did not do. I want to recover the $150 that I paid for a warranty repair. ********** would not help because they said C&E is an independent company over which they have no control. Although ********* did recommend that I use C&E.

  Business Response

  Date: 12/14/2022

  We received a dispatch for Mr. ***** on 9/19/22 to inspect his oven for a heating issue. On 9-21-22, our technician tested and inspected his unit and stated that the unit needed a thermal fuse and cooling fan. The cooling fan was on a backorder. We received the part on 10-11-22 and proceeded to contact Mr. ***** to schedule his service appointment on 10/14/22. Unfortunately the technician was unaware at the difficulty of the repair and that it required 2 men to do the job. We called the customer on 10-14-22 to reschedule his appointment to which we explained the cost of a 2-man job and that ********* does not cover the cost of 2 technicians. We gave Mr. ***** the option of being the 2nd man to help our technician which would then terminate the cost of another tech. The customer stated he would not be able to help the technician so, we rescheduled to a day when we could have 2 technicians go out on the job. On 10/19/22, our technicians went out to complete the job. We attempted twice between the 19th to the 26th to contact Mr. ***** to collect payment on the job. We never heard back but received a new dispatch on 10/25/22 for the same issue with the oven. We immediately scheduled the customer in for a callback appointment for 10/26/22. The technician had noted that it was the same issue as before. Our technicians went out and called into ********* to report his findings. ********* provided our technicians with a File # **********. Per Terry at ********* on 10/27/22, because we only made 2 service calls to the customer for the same issue and not 4 or more, they are not going to qualify the unit for replacement. ********* stated that they want us to go back out to fix the unit again. The customer received the parts to his doorstep on 10/27/22, the customer called in to let us know and on 10/28/22 we went out to service the unit once again. Though we still needed to collect from our fist installation appointment. we did not charge again for the 2nd technician since this appointment to go back out was a callback
   
  On 11/1/22, we received a ticket for Mr. ******* oven again. We scheduled service for 11/7/22. Our technician called into the ********* techline again and reported his findings. The File# ********** still remained the same and the techline stated it has to be an issue with improper installation and advised the technician to let the customer know to not put the unit on self clean. Our technician relayed that message to the customer.  They had us reorder the part one more time since the customer was anxious to have a working oven for the holidays. We received the part on 11/10/22 and scheduled with the customer their next service appointment for 11/16/22. Upon scheduling the appointment, we spoke with Mrs. ***** and explained the cost of the 2man job that was done and how we would be sending out another 2 men to do the job this time. We were still only asking for the 1 time charge that was owed to us back in September 2022. Mrs. ***** stated she understood and provided us with the credit card number to charge her card. As for a copy of the receipt, we sent one in the mail to ** ******* *** ********* ** *****. We would be more than happy to resend a copy of the invoice to the customer or send them an email.

• Initial Complaint

  Date:09/23/2022

  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 September 14, 2022 this company was brought in on behalf of ********* to replace a recalled heating element in my dishwasher. When they arrived my mom was present as it was during my work hours. The technician tried to replace the element without taking proper safety precautions by turning off the breaker with put himself as well as my family at risk. At this point the machine was unusable and he started stating multiple things wrong and my mom called me at work. I asked him to write it down and send me an invoice and I asked if the machine would still work when it was all corrected and did not receive an answer or invoice. My husband and I called the company multiple times and they would not pick up out calls or call us back or email us back. I have asked multiple times for a detailed invoice since we have an electrician coming but I cannot fix what I do not know. I was also told there were photos which I did not authorize and I asked for copies of these photos to see what issues were present as well as to verify my children were not present in any photo that a stranger possesses. We also said we would have the entire machine disconnected so they can replace the part then have someone come in to hook it back up. It was declined. I cannot resolve the issues if I am not made aware of them.

  Business Response

  Date: 10/14/2022

  We received a dispatch from ********* on 9-1-22 to replace a heater kit on Mr. ******** dishwasher per a recall that is being covered by ********* under the manufacturer's warranty. The part was preorderd for this customer. This is a straight forward repair that has been done by our technicians hundreds of times since the onset of the recall. Our technician opened the panel to do the repair and was shocked. Per tech notes..."KO there 9/14 WED, 14:45 to 15:27, Ouch, electrical problem, tripped breaker, and sparked. Electrical connection EXPOSED, NO strain relief on wires, box cut through insulation, NO cover on dishwasher electrical connections. Also mounted below floor, but workable, missing one toe panel. Told customer needs to fix electrical, fire hazard. When fixed, call office to reschedule service. Will keep part in truck; snapped 2 QuickPic" The tech explained to the customer present for the repair of the issue and said they would need to repair the electrical issue before we could replace the part as once a part is installed it needs to be tested, which can only happen if it has power to the unit. The customer contacted our office on Friday 9-16 and wanted to know what was going on. The representative in the office read to the customer the tech notes and reiterated that the electrical issue would need to first be resolved.  On this day, our service manager sent her a photo of the broken wire as well as a detailed description of the issue with the unit to provide to the electrician for the repair. The customer called in on 9-19 and said they had disconnected the unit from power and wanted us to come out to their home to install the part. Again, as per protocol, without power to the unit there is no way to test the unit for proper operation. We told them the electrical issue would need to be taken care of before going out. The customer said they would get someone out in the next week and would call us when they were ready to schedule. We spoke with the customer on 9-26 at which time they had the electrical issue resolved and we set up an appointment for the tech to come out to install the heater kit.  This repair was completed on 9-28-22 sucessfully.

  As for the photos referenced in the customer's complaint, I have attached both pictures taken. One is of the model and serial tag which is done on all warranty calls and the other shows the damaged wire that caused the issue. 

  Customer Answer

  Date: 10/14/2022

   

  Customer Answer

  Date: 10/14/2022

  I accept the actions of the company. We had an electrician come in to convert it to plug and had it completely removed and unplugged before the person doing the recall entered my premises so they did not have to move or do anything aside from replacing the part and testing it by plugging it in. This is the first I have seen of the photos as they were never sent to myself or husband after requested via phone, email and text. Now that all the issues have been addressed I'd like to move to have this closed. Thank you.