Complaints

This profile includes complaints for Flamingo Appliance Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Flamingo Appliance Service, Inc. has 5 locations, listed below.

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• 

  Flamingo Appliance Service, Inc.

  12008 SW 132nd Ct Miami, FL 33186

  
• 

  Flamingo Appliance Service, Inc

  7100 Edgewater Dr Orlando, FL 32810-4162

  
• 

  Flamingo Appliance Service, Inc

  PO Box 607517 Orlando, FL 32860-7517

  
• 

  Flamingo Appliance Service, Inc.

  5911 Country Lakes Dr Fort Myers, FL 33905-5507

  
• 

  Flamingo Appliance Service of Georgia

  3065 McCall Dr STE 10 Atlanta, GA 30340-2829

  

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:04/04/2024

  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.

  Transaction date 1/17/24 . Ordered a replacement control panel for my microwave/oven . Made a $1,379.50 deposit in good faith . Promised in one week ; didn't come in . After that , promised installation on 2/28/24 , didn't happen . Talked with reps on 3/11 , 3/19 , 3/29 , with promises each time . Finally cancelled order and requested a refund . As of today , 4/04/24 , no refund and ******* will not let me talk with someone at a higher level ; a consumer service rep . *** don't know what to do , being stone-walled ; need help.

  

  Business Response

  Date: 04/09/2024

  Thank you for bringing this matter to our attention.  We are sorry to hear that you did not receive the refund check mailed to you.  One of our Customer ********************** Supervisors contacted you and did have our accounting department reissue your check.  We are a paperless company and refund checks are mailed by our bank directly to the consumer.   You should receive the check to the updated address you provided in about 10 business days.  We apologize for any inconvenience you may have experienced. 

• Initial Complaint

  Date:03/28/2024

  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.

  Horrible service! Unprofessional! Whirlpool sent them to repair the refrigerator. The first repair the technician used a hair dryer. Same issue unresolved 2nd technician says he has to order a part. 3rd time same technician removes the part and then told me not to open the door because the refrigerator does not work at all and not call ********************* until he updates the status. He even left his trash - prior visit he tracked dirt from his boots on the floor. Stupid consumer me did that and now Flamingo and Whirlpool is not taking my calls. Please help.

  

  Business Response

  Date: 04/09/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced.  Please bear in mind that multiple factors can contribute to the problem when it comes to appliance malfunctions. Sometimes, various parts are needed to resolve a single issue, and our technicians strive to identify and address these complexities during the initial visit. However, please understand that we cannot always guarantee a resolution on the first visit and that our utmost goal is to resolve our customers' problems as quickly and effectively as possible.  We assure you that our technicians are certified and undergo continuous training. Unfortunately, we do not offer any kind of compensation.  Once all your parts have been received, we will send you an email advising, so that you can contact us to schedule your follow-up appointment.  We look forward to completing *********** soon.  
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21499265
  
  I am rejecting this response because: The technician should have been able assess what was needed before removing the working part. Prior the refrigerator was cooling and freezing. At least I could keep food, water, beverages, and other items that need refrigeration.  I have been without a refrigerator for over a week.  I had to throw away my food and I am forced to eat out every day (3 meals a day is very costly), and I can't entertain at home because of this situation Flamingo has put me in.  I am a senior and this so unfair.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/10/2024

  As we strive to complete repairs the first day, some repairs may take multiple visits due to the complexity of the malfunction your appliance is experiencing.  We also work closely with the manufacturer to document these types of repairs.   
  
  Unfortunately, loss or damage to perishable items, including but not limited to foods or medicine/medical items due to failure or malfunction, is a standard noncovered item with any warranties or extended contracts. 
  
  Our records show that all your parts are in. You can contact our office to schedule your appointment to complete the repair.
  
  I apologize for the inconvenience and if we have lost favor with you.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21499265
  
  I am rejecting this response because:  Flamingo is the reason I do not have any refrigerator at all.  On 3/13/24, I notified Whirlpool that the same problem happened again and to reopen the complaint. Flamingo's technician came out and stated that the refrigerator was not cooling, and a part needed to be ordered.It was a manufacture defect.
  
  On 3/28/224, Flamingo's technician removed the part and stated he had bad and good news, The part doesn't fit and now the refrigerator doesn't cool at all.  In addition, my food was going to spoil and not to open the refrigerator door.  He further instructed me not to call corporate until he documented the status.
  
  As of this date, Whirlpool has failed to fix or replace the refrigerator or refund me my money.   I am eating 3 meals a day out for almost 2 weeks. I have notified Whirlpool that they have left me in worst shape because I do not have a refrigerator.  A refrigerator is a necessity not a luxury.  I have nowhere to keep refrigerated food items.

  I thank you in advance for your time spent in this matter.
  

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

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately, I have had dealings with Flamingo appliances on two separate occasions, and both time they have left me completely unsatisfied with their technicians inability to adequately diagnose and repair small household appliances. My Maytag refrigerator went out last year in 2023, it took flamingo 2months and 3 separate trips to get it back up and running. Now fast forward to 2024. My dryer machine stopped heating, I called Whirlpool which they unfortunately told me that flamingo is the authorized repair service in my area. Begrudgingly, I accepted for their to come a check the dryer. It took them 1 week to schedule the initial visit on 3/11/23- the tech was at the house for about 5mns and concluded that the heating strip is bad and needed to order a replacement one. It took another week for him to comeback with the part. on 3/20/23 the new part got installed and on 3/22 the dryer stopped working completely (No heating on running) at all. I called flamingo since the tech had just completed the repair, they told me that I had to contact whirlpool since this ticket had been already closed. Its been almost a whole now since I have been without a dryer in the house with two teenagers playing sport, and dirty laundry piled up everywhere in the house. Flamingo appliances doesnt care about customers satisfaction or customer ********************** for that matter. And needs to do a better job hiring competent qualified technicians. I have had several dealing with them and quite frankly most of the technicians Ive met doesnt know what they doing.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We do understand your frustration when it comes to scheduling as your time is valuable to us. Unfortunately, due to the nature of the current times, availability has been affected in some areas.  We are working diligently to improve availability in order to provide all our valued customers a faster turnaround time.
  
  Please bear in mind that multiple factors can contribute to the problem when it comes to appliance malfunctions. Sometimes, various parts are needed to resolve a single issue, and our technicians strive to identify and address these complexities during the initial visit. However, please understand that we cannot always guarantee a resolution on the first visit and that our utmost goal is to resolve our customers' problems as quickly and effectively as possible. You can be assured that all of our technicians are certified and undergo continuous training. 
  
  Please note that depending on consumer's warranty, due to contractual reasons, once a technician has completed a visit and the appliance passes diagnostic, the ticket is closed out and new ticket needs to be sent to us by the warranty company. 
  
  We do show that your dryer repair was completed on 4/2/24.  Thank you. 

  Customer Answer

  Date: 04/10/2024

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

• Initial Complaint

  Date:03/06/2024

  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 September 2023, I paid $487 to have the control panel of my dishwasher replaced because the display was not displaying the full numbers. 5 months later, February 2024, the same issue is occurring. In March 2024, ****, a really rude technician came to my home to repair the washer, refrigerator and to look at the issue with the dishwasher. We paid $179.99 service visit fee for EACH the refrigerator and the washer . He ordered a new control panel for the washer. We waited a week plus, he came back to install The part and Said it was fixed. That same evening, the original problem of the washer lid seemingly not locking occurred again. We paid $615.90 for parts and labor, waited, and the same problem exists. During the next visit he said we need a different new control part - the board this time, and a lock for good measure. $468 in parts, but the labor would be covered. At this point we are just replacing random parts it seems since the first diagnosis didn't work and I am not sure if it was even confirmed that we need a new lid lock. He said for good measure order and install both. The refrigerator - He replaced the control panel on the fridge because it was not cooling and the coil was freezing over. $437.51. Leaves, and here we are, less than 24 hours later and the original problem persists. I have paid in excess of $1,400 and NOT ONE of the issues is resolved.

  

  Business Response

  Date: 03/20/2024

  We completely understand the sensitivity of this matter.  We take all measures to conduct extensive trainings with our technicians and all have passed the Whirlpool Certification process.  We strive to repair your essential appliances as conveniently and quickly as possible.  This type of complaint is of great importance to us.  One of Customer ********************** Supervisors has been working closely with you regarding this matter.  A Field Service Supervisor reviewed your service history and assigned a new technician who has re-evaluated your appliances and is currently scheduled to complete the repairs on Thursday, 3/21/2024.  You are a valued customer, and we apologize for inconvenience you may have experienced.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21395107
  
  I am rejecting this response because:

  ******, a very lovely and competent technician was here today.  We both read the user agreements and documentation regarding coverage.  Electronics on my dishwasher are covered for 5 years.  The entitlement is not being reflected on the whirlpool side, but I should NOT have paid for the initial replacement of the control panel in September that has subsequently broken again. So this was not resolved today.  
  
  Additionally, a used part was provided to resolve the issue with the fridge, so ****** was not able to resolve that today. 

  I had to take a work call so I am not sure what happened with the clothes washer, but I did not hear any work being performed in the laundry room. 
  

  I expect full reimbursement for what we have paid to you - in excess of $1,700 and full resolution of the issues with all 3 of these appliances.  
  The time, impact, and inconvenience associated with the incompetence of your technician and the failure to obtain reputable parts continues to impact My family and I.  

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

  

  Business Response

  Date: 03/28/2024

  We are glad to hear that you had a positive experience with ******.  With respect to the Extended Special Superior Warranty Certificate you reviewed with ******, we have provided a copy to our ******************  They have emailed Whirlpool to inquire if they will cover the cost of the control panel.  If they agree to cover the cost, we will be able to refund you what you paid for the control panel.  We do suggest you contact Whirlpool directly so that they can update the warranty information on their end.  It is unfortunate that we received a used part.  Be assured that such a scenario is as frustrating to us and it is to you, as we have no control over quality issues from our vendors. We have reordered and have received the defective part.  An email was sent to you on 3/27/2024 advising to contact us to schedule a follow up appointment.  Our records show that ****** completed the repair on the washer. 
  
  We apologize for any inconvenience you have experience.  Customer satisfaction is important to us. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21395107
  
  I am rejecting this response because:

  TODAY I took off work from a brand new job.  It is my first week.  
  A technician spent 20 minutes here and left before I was off the phone from my meeting.  This is the update your company provided:

  "Good day! As per technician's report, he has conducted the diagnosis and and found the need to order parts to completed the resolution.  All appliances aside from the dishwasher will further need parts. We will have to contact you again once all the parts are completed and to set the next schedule.  Thank you for reaching out."
  
  I am working from home during my first week at a new job for this.  Nothing absolutely nothing was fixed today.  The dishwasher will not drain and was displaying the same codes last night.  I have provided those over and over again F9 and E1.  It will not finish a cycle and it doesn't drain.  How can the new part you ordered for the fridge be defective again?????
  
  
  Why was I here for this and what was the purpose?  They told me the washer needs new valves?  I don't even know what that means and the fridge remains broken. They said the part was defective again.  
  
  
  Is this what I should have expected from today's appointment?
  Please help me.  

   

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

  

  Business Response

  Date: 04/11/2024

  At your request we have issued you a refund.  A refund totaling $1,382.44 has been processed, which represent the amounts paid for all parts and labor related to the parts installed.  The refund should post to your original payment method within 2-3 business days depending on your financial institution.  The minimum labor fees totaling $347.95 is non-refundable. All of your service tickets have been closed out.  We apologize for an inconvenience you have experienced.

• Initial Complaint

  Date:03/05/2024

  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.

  Our 21 month old Kitchen aid refrigerator broke beginning of September 2023. It took 3 weeks to get a diagnostic appointment. September 28th - (Tech #1) First tech came out and said the fridge needed a compressor. Could not give ETA on when it would be ordered or replaced. November 21st - (************* came out and said he couldn't replace the compressor as the fridge also needs an electric panel and some other parts that he had to order. December 11th - Same as Nov visit - Came with all ordered parts but he now says they are not needed. He fixed the lock ring. The fridge worked for 2 weeks and broke again.Feb 9th - (Tech #3) - New Tech came out and said it was the condenser and he would have to order parts and come back. Couldn't give ETA. Feb 23rd- Same tech as Feb 9th visit came out - he was here for 3 hours, then said he is missing parts and couldn't replace the condenser. He would once again have to order parts and come back out. March 5th - Tech #4 came out, he was here for 1 hour and said the compressor needs to be replaced. They have to order the compressor and they have no ETA. These techs have absolutely no idea what they are doing. The company's customer ********************** is horrible and unfortunately they are the only repair company that can repair the kitchen aid fridges under the warranty. I have been without a Kitchen fridge for 6 months with no repair or replacement in sight. This is UNACCEPTABLE especially when we purchased this refrigerator brand new for $3k!!!!!!!!!!!!!

  

  Business Response

  Date: 03/19/2024

  Thank you for bringing this matter to our attention.   Due to the nature of the current times, availability has been affected in some areas.  We are working diligently to improve availability in order to provide all our valued customers a faster turnaround time.  Be assured that all our technicians are certified and undergo continuous training.  As our technicians strive to complete repairs the first day, some repairs may take multiple visits due to the complexity of the malfunction your appliance is experiencing.  A delay in parts is equally frustrating to us as we are at the mercy of the manufacturer and parts disturbers regarding the availability of the parts needed to complete ************.  Thankfully, we have received the compressor.  
  
  Your service history has been reviewed by a Field Service Supervisors and he has determined that he will be personally handling ***********.  On 3/18/2024, one of our Customer ********************** Supervisors contacted you and coordinated an appointment for the Field Service Supervisor to evaluate your appliance; he will contact KitchenAid's Techline during his visit.  We apologize for inconvenience you have experienced.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Flamingo Appliance Service regarding the extremely unsatisfactory experience I have had with their warranty service for my washer machine repair. The numerous inadequacies in their service, coupled with poor customer **********************, have left me deeply dissatisfied and frustrated.On 1/31/24 I contacted Flamingo Appliance Service to report issues with my washer machine (Model Number-MVWP575GW1). The machine was under warranty, and I expected prompt and effective resolution of the problems. However, the service provided by Flamingo Appliance Service has been anything but satisfactory.During multiple technician visits scheduled on 2/8/24 & 2/26/24 the technician failed to adequately address the initial issues with the washer machine. Not only were the original problems left unresolved, but new issues were also created after THE service visit. This demonstrates a lack of competence and expertise on the part of Flamingo Appliance Service technicians, as well as a disregard for the integrity of the appliance.Additionally, the customer ********************** experience throughout this process has been subpar. Calls to Flamingo Appliance Service's hotline often resulted in long wait times, unhelpful responses, and a general lack of empathy towards my situation. It is evident that Flamingo Appliance Service does not prioritize customer satisfaction or take responsibility for their service failures.Despite multiple attempts to communicate my concerns and request appropriate action, Flamingo Appliance Service has failed to resolve the issues with my washer machine. As a consumer, I am deeply disappointed and feel that my rights under the warranty agreement have been grossly violated.In light of the above grievances, I am requesting the following actions to be taken by Flamingo Appliance Service:1. Immediate and comprehensive resolution of all issues with my washer machine.2. Reimbursement for any expenses incurred as a result of Flamingo Appliance Service's failures, including repair costs, laundry expenses, and inconveniences.3. Improved training and supervision of technicians to ensure that they are capable of effectively diagnosing and repairing appliance issues.4. Overhaul of the customer ********************** department to prioritize timely and helpful assistance to customers.Thank you for your attention to this matter.

  

  Business Response

  Date: 03/07/2024

  Thank you for bringing this matter to our attention. We strive to provide an elite level of service to all our valued customers. We are currently experiencing a higher-than-normal call volume which affects our wait time.
  
  All our technicians are certified and undergo continuous training. Please bear in mind that multiple factors can contribute to the problem when it comes to appliance malfunctions. Sometimes, various parts are needed to resolve a single issue, and our technicians strive to identify and address these complexities during the initial visit. However, please understand that we cannot always guarantee a resolution on the first visit and that our utmost goal is to resolve our customers' problems as quickly and effectively as possible. 
  
  Unfortunately, we do not offer any kind of compensation and we suggest to contact your manufacturer directly.
  
  Our records show you advised us that you no longer need our services. We are sorry for any inconvenience that you have experienced and if we have lost favor with you. 
  
  Sincerely,
  Flamingo Appliance service

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21364582
  
  I am rejecting this response because although I appreciate your prompt response, it falls short of addressing the significant issues I have encountered with your company's service. Despite multiple service visits, my washer machine malfunctions were not resolved, and to make matters worse, new malfunctions arose after each visit.

  The long wait times to schedule appointments and the unprofessionalism displayed have only added to my frustration and disappointment. As a customer, I expect better treatment and more effective solutions to my problems.
  Given the lack of progress and the negative experiences I have had with your company, I cannot accept your response to my complaint resolution request. I firmly believe that I am entitled to a satisfactory resolution to the issues I have raised, which is why I escalated to my manufacture. Given the amount of repetitive customer complaints, it is apparent that there is a pattern often stemming from issues related to professionalism, accountability, and missed service opportunities. These complaints, including my own experience with unresolved malfunctions, extended wait times, and unprofessional conduct, indicate systemic shortcomings within your organization that need to be addressed. Moving forward, I urge your company to prioritize the areas for improvement. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/15/2024

  Your feedback is important to us as we continuously try to improve in providing the best customer ********************** possible.  All complaints are reviewed when implementing and revising our internal processes.  On 3/15/24, one of our Customer ********************** Supervisors contacted you to follow up with you regarding scheduling a service appointment.  You did advise that you no longer needed our services in that you had contacted the manufacturer and were having a new appliance delivered to you.  Thank you. 

  Customer Answer

  Date: 03/18/2024

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

• Initial Complaint

  Date:02/27/2024

  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 paid approx. $300 for a technician to come service my ************** cooktop and to figure out why the flames were so low (couldn't even boil water). He was on the phone with someone guiding him through a manual on how to regulate the flames but was unable to get them to go stronger. He said my cooktop was "faulty" and that he did everything he could. I paid. YES, a year went by and when I commented this to a gas technician I met, he insisted the technician did not do the ***** step of "flipping the regulator switch." I called the company yesterday and requested for someone to come over and "flip the regulator switch", since I paid in full for a service that was not 100% finished.... instead of sending someone to verify and correct this, they simply read me the fine print of "it has been more than a year, we cannot do anything for you". Stay away from this company. They send incompetent people that are being directed over the phone by someone else, they clearly are muppets and not REAL technicians.

  

  Business Response

  Date: 03/07/2024

  Thank you for bringing this matter to our attention. As a company, we aim to resolve our customers' problems quickly and effectively. At the same time, we are being transparent with our processes. We also stand by our work by giving a 90 days warranty on labor.  We are sorry for any inconvenience that you have experienced and if we have lost favor with you.

  Sincerely,
  Flamingo Appliance service
  
  

• Initial Complaint

  Date:02/23/2024

  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 early December our refrigerator stopped working. I contacted Kitchenaid for service and Flamingo Appliance has been the service provider assigned for resolution. The technician has been out to service the appliance on the following dates. 12/13/23 12/22/23 12/27/23 1/11/24 1/17/24 2/21/24 In addition there have been 2 appointments cancelled by Flamingo Appliance on the following dates. 1/3/24 1/8/24 On the 1/17/24 visit the technician broke a part on the compressor of the refrigerator requiring a replacement be ordered. After installation on 2/21/24 the refrigerator again stopped cooling.It has now been 10 weeks since the original service call with no resolution for our broken refrigerator. I have asked for a supervisor to call me on 4 different occasions. Only 1 time has a supervisor returned those calls. I have lost trust in Flamingo Appliance and do not believe they have the expertise to resolve the issue. I would like all the money I have spent to be refunded to my account.

  

  Business Response

  Date: 03/07/2024

  Thank you for bringing this matter to our attention. We understand the frustration and inconvenience caused by the delays and complications in the repair of your refrigerator.  Please bear in mind that multiple factors can contribute to the problem when it comes to appliance malfunctions. Sometimes, multiple parts are needed to resolve a single issue, and that our utmost goal is to resolve our customers problems as quickly and effectively as possible. Any reschedule or cancellation is equally frustrating to us.  We currently have limited resources in your area which affects our appointment availability. 
  
  Initially when we diagnosed the unit there was no operation or lights. ************** called the engineering department at Whirlpool (Techline) who determined it was due to a DC voltage component in the system and replaced a control board and harness which would cause this failure. On our return visit Techline suggested the 3-way valve coil and main control to be replaced which finally got the unit operating. You called us back and stated the unit wasn't cooling but was running. Techline was called again and they suggested a leak in the system which eventually ended up being non repairable. We had no way of determining a sealed system issue with the unit not running. Our records show that on 2/27/24 the manufacture has submitted your appliance for review on product exchange. 

• Initial Complaint

  Date:02/05/2024

  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 recently purchased a new Whirlpool Refrigerator, and within less than two weeks the refrigerator was leaking water from the front. Whirlpool is contracted with Flamingo Appliances in my area to handle repairs under the warranty, and Flamingo was able to fix the issue following the fourth service appointment, spread out over a matter of several weeks. During the last appointment, during which the issue was finally fixed, the two service people that were sent to the house removed both of the refrigerator doors. Although I am appreciative that Flamingo was finally able to repair the leaking on the fourth attempt, after the doors were reattached, I noticed significant new scratches on the outer sides of both doors. I called Flamingo to inform them of the damage, and after sending out a repair person for a fifth appointment, Flamingo is denying responsibility for the damage.

  

  Business Response

  Date: 02/14/2024

  Hello *************************,

  We are very sorry to hear there were scratches to the doors after service was completed.  We take this type of complaint seriously and thank you for brining it to our attention.  Unfortunately, we are not finding any record of a claim being sent to Flamingo Appliance that ************** scratched the doors during servicing your refrigerator.  We did receive a dispatch from Whirlpool on 2/2 that stated the following "Broken or Missing Parts - Dented/Scratched- *******".   The dispatched ticket does not show that it was ************** that evidently scratched your unit.  I am sorry to hear that information was not relayed to us properly.  

  I have submitted your claim to our Safety Department.  You will be hearing from our Safety Manager within 48 hours to provide you with a solution.  

  Thank you again for your feedback and we look forward to speaking with you soon.  

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted this business on December 21, 2023 because my fridge was not cooling. The first tech that came out misdiagnosed what was wrong with it and ordered the wrong part which we had to wait weeks for the correct part. A new tech was sent and realized it was the wrong part so we had to wait another week for the right part. And now supposedly the tech keeps calling out sick its the second time and every time I have to wait a week for a new appointment. I dont understand why they cant send another tech to come out and fix it! Its ridiculous how do they expect people to live without a fridge?? They are not fixing it for free! If they were not charging an arm and a leg to come out and get it fixed I would stay quiet and wait 6 months if they wanted!! But noo and on top of that they secured half of the payment before hand just to keep canceling my appointments!! Also, when he was here the first time he put apart the freezer and now the door wont open and close correctly. I have been trying to talk to a supervisor without any response. They keep telling me my issue has been escalated and they will call me shortly but they never do.

  

  Business Response

  Date: 02/01/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Any reschedule or cancellation is equally frustrating to us. Please bear in mind that multiple factors can contribute to the problem when it comes to appliance malfunctions. Sometimes, various parts are needed to resolve a single issue, and our technicians strive to identify and address these complexities during the initial visit. However, please understand that we cannot always guarantee a resolution on the first visit and that our utmost goal is to resolve our customers' problems as quickly and effectively as possible. Pursuant to your conversation with the Field Service Supervisor we will be refunding your total amount paid of $310.00.
  
  Sincerely,
  Flamingo Appliance service

  Customer Answer

  Date: 02/01/2024

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