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 of Georgia

  3065 McCall Dr STE 10 Atlanta, GA 30340-2829

  
• 

  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

  

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:01/18/2024

  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.

  Unresolve issue , leaking fridge that has been going one for a year with this company that took over from Fields Appliance. - appointments are scheduled but no one ever show up. - keep ignoring the problem and doesnt want to finish the job .

  Customer Answer

  Date: 01/18/2024

  hi THere !

  i think i might have written the wrong Buisness adress.

  the compagny is Flamingo Appliance , operating out of *****************.

  I had another appoitment scheduled for janurary 17th, and they keep giving me the same "excuse", wich is the representative is sick. They have used the same excuse 4 times now and i think they are trying to save themselves by doing that. 

  

  Business Response

  Date: 02/01/2024

  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. Any reschedule or cancellation is equally frustrating to us.  We currently have limited resources in your area which affects our appointment availability. Our records show that on 1/29/24 you were offered to have your appointment rescheduled, but you advised that you no longer wanted to proceed with the repair.  We apologize for the frustration you have experienced with our service and if we have lost favor with you.  
  
  

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21164632
  
  I am rejecting this response because:

  You are saving yourself by rescheduling me everytime we book an appoitment. How many times in a row are you going to come up with an excuse that your technician is out sick. You are not providing any other solution. You have zero concern that you've booked  and rescheduled me for a year. Your staff is rude, you hung up on me multiple times, it is imporssible to take to a manager or higher position because there isn't anyone to take too. If you were professional and you truly cared about your customers, you would have someone call me back in a heart beat to resolve the issue. But you are washing your hands clean saying i canceled the next rebooking. It is because i know the game you are playing to well. We are going to keep going back and forth until i give up.

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

  

  Business Response

  Date: 02/07/2024

  We understand your frustration and apologize for the inconvenience or negative experience you have encountered with our staff. Your feedback is important to us as well as providing the best customer ********************** experience.  Unfortunately, a technician calling out sick is out of our control, but we assure you that when that happens, we do our best to accommodate an appointment as soon as possible.  If you would like to reschedule an appointment, please contact us at ************, ask to speak to a supervisor, and our team will personally do everything possible to expedite an appointment.
  
  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21164632
  
  I am rejecting this response because:

  this Is the nicest you have been with me ever since Ive been dealing with you . It must be because BBB is now involve .

  I still have a 90 day guaranteed work that is due to me . My fridge is still leaking . If I call back to reschedule, I expect NO CHARGE and I will keep placing complaints until you get me a technician .

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

  

  Business Response

  Date: 02/15/2024

  Thank you for your response. As we previously advised, we can send a technician to reassess the unit. Unfortunately we can't guarantee there will be no more further charges. ************** will be able to evaluate the appliance and he will provide you with more information about what is needed and if there will be any additional cost involved.

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21164632
  
  I am rejecting this response because:

  when I told you I had a leaking fridge you should have taking my case seriously . I told you it would get worst and it is gotten to this point . I have a *****@  built in fridge . Placed a complain to the manufacture . I have cabinets that are rotting and my son almost cracked his skull because of the water everywhere .  You are the absolute worst company . I would never want to have you come back I to my home . You have proven you cannot show up to your appointments and you do not care. I have taken pictures and documenting everything . 

  dont be surprise if you get sued .

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

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we purchase a new house wi*h whirpool appliances *he microwave oven was deffec*ive whirpool approve *he warran*y work and was assing *o flamingo appliances *o come *o our house and perform *he work *hey *his has going on for over 3 mon*h *ime and *he *echni*ians have visi* our house 5 *imes differen* people and *here is always an excuse from *hey order *he wrong par*s *o *hey did no* had *he righ* *ools finally *hey change *he par*s and now *hey are defec*ive long s*ory shor* we don' * have a func*ional microwave oven wirhpool pay *hem *o execu*e a warran*y and is no* fix every *ime *hey come my wife have *o call ou* for work wi*h all *he problems *ha* origina*es af*er las* *ime I call and ask *o speak *o a supervisor and *hey *old me she was *u busy and she don'* have *ime *o *alk *o me and she does no* have *ime *o *alk *o cus*omers We need *his issue resolve we work for a living and we can'* keep missing work and have no func*ional microwave oven when *he warran*y is paying for i* we need a resolu*ion ASAP *hanks

  

  Business Response

  Date: 01/19/2024

  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, including defective parts and installation issues. 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. I do see you have already spoken with one of our supervisors and that you also have a scheduled appointment for 2/2.
  Sincerely,
  Flamingo Appliance service

• Initial Complaint

  Date:01/05/2024

  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 feel the absolute need to give a review about this company. Let me start by saying they do not back up their repair work at all. We have a Whirlpool Oven/microwave combo that is currently 4 years old. We were told by whirlpool to reach out to Field's/ Flamingo in May when our microwave was giving an ERROR Code. I will say during that time there was a "fast turn around time from call to repair"; however, 4 months later we saw the exact same error code. It took months to get a repair guy to our home and once we did they informed us the last person who repaired our microwave didn't do it correctly and is no longer with the company. We were informed that the Inverter should have been replaced when they replaced the magnetron in May and is the reason our microwave is broken now. We were told if they do not replace the inverter our microwave would keep breaking. Let me add that we paid $570 in May and are now asking for another $540 for 1 part and labor... Now let me also say I have Zero problem paying for the part but have an absolute problem paying another $300 for labor when this should have been done correct the first time.I have had several phone conversations with Flamingo within the last week about this and the Field supervisor doesn't believe the labor should be waived. Which quit frankly is MIND BLOWING. The consumer is responsible for their incompetent employees they hire to repair peoples appliances.

  

  Business Response

  Date: 01/11/2024

  Thank you for bringing this matter to our attention.  I have confirmed that a Field Service Supervisor addressed and resolved this issue directly with you and/or your spouse and offered a 20% discount on parts, and the repair will have a 1-year warranty. Our records show that your appointment is currently scheduled for Saturday, 1/13/24.   We apologize for any inconvenience you have experienced. 

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21102930
  
  I am rejecting this response because:
  

  Quit frankly the resolution of 20% is not acceptable.  $40 is chump change compared to **** that it is costing us to fix the microwave. At this point everyone needs to know how much of a scam company flamingo is. You have refused to work with the customer on making us happy.  We the customer have to pay for your mistake and that is not right.  We are to the point where we need a microwave and being without for going on 4 months is ridiculous.  Just because we agreed to have the guy put the parts in to get it working doesnt mean we have resolved the issue. 
  

  Nontheless we will see if its even done correctly this time I wouldnt be shocked if it wasnt done correct and you try to charge another $500 to fix it. 

  We are urging you to do whats right and waive the labor fee. Again we should not have to pay for your employees not doing their job correctly. And the fact you arent attempting to make us happy over $300 is crazy as well. You sure will take $**** without question. 

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

• Initial Complaint

  Date:01/02/2024

  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.

  All I want is the service record for my fridge. (It has been repaired 4 times). I have called 5 times now, been promised the same thing every time, and nothing was received. The ladies say they are in *******, but I suspect they are in the Philipenes.

  

  Business Response

  Date: 01/08/2024

  Thank you for bringing your concern to our attention. My name is *******, and I am a Customer ********************** Supervisor.  During our January 2, **** telephone conversation, you confirmed you received our email with your service history.  We apologize for any delays in fulfilling your request.  Thank you. 

  Customer Answer

  Date: 01/08/2024

   
  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:01/02/2024

  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 filed a warranty claim at the beginning of November. I was immediately assigned to Flamingo Appliance Repair. An appointment was set without ever contacting me, forcing me to have no say in when I take off of work to be at home for this appointment. It is difficult at best to get a live person on the phone, and when you do, they disconnect the line after you wait on hold forever.Flamingo Appliance repair sent a tech approximately a week after the claim was filed. The tech determined parts needed to be ordered. After two months and several calls and texts later, I finally received a phone call stating the parts were in and they could schedule me a week out. I again took work off to be home for the repair. I received a confirmation text the night prior. A half an hour prior to the appointment timeframe, the tech called to let me know he forgot his hand truck at home and was too busy to go back and get it, so he would reschedule for another day. I advised that this would cause me to lose a third days work for these appointments. He did not care, he was too busy. I tried to call the main number to discuss with someone. I waited on hold for several minutes, finally reached someone, and then after explaining my issue, I was hung up on. I tried to reach a live person again, and could not get anyone on the line. I tried texting per their instructions as well, and cannot get a response. I currently have two broken appliances with no way to reach a live person, I've missed days of work because of their poor customer ********************** and refusal to work with the customer on scheduling, and will be missing more work if they ever decide to show up and do the right thing.

  

  Business Response

  Date: 01/08/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We are currently experiencing higher-than-normal call volume which can affect our response time. Any reschedule or cancellation is equally frustrating to us. Our records show that the technician was able to finish the compactor repair on 1/5 and you are currently scheduled for your refrigerator repair on 1/15. We value your time and pride ourselves on helping our customers with their essential appliances. 

• Initial Complaint

  Date:12/31/2023

  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.

  Flamingo Repair was dispatched by Whirlpool to make a warranty repair to a relatively new washer. It was the 4th repair attempt within a year albeit all for different issues. Each time you have to wait about a week or two without your new washer to get a repair. Most recently, today, a tech from Flamingo came and replaced the mother board. He said it was working fine. He left. Within a half hour it started making a horrible noise, smoking, and stopped working. We called were told as he left already we would be out on the schedule after the holidays. No supervisor would speak with us to try and expedite. Apparently since Whirlpool paid them for our repair they DID NOT complete they want to move on and get paid for new jobs not circling back to finish an old one they did incorrectly. So now I am left without a washer again, no supervisor to talk to, a rude customer ********************** rep who basically so too bad so sad but we won't come back today even though we messed up. The chat option is useless, see photo, nobody answers. A unprofessional, uncaring bunch, who does shoddy work as evidenced by the abundance of negative reviews. Some people care and take pride, some don't, these guys don't. They stink. Newsflash, WE are ahead of the new jobs. Common decency and customer ********************** dictates you return and do it right without leaving us wirhout a washer yet again. Flamingo oozes negativity and unprofessionalism. Lowest rating and I assure you they don't care. Stay away.

  

  Business Response

  Date: 01/09/2024

  Thank you for bringing your concern to our attention.  Rest assure that *********** is important to us, and this scenario is equally frustrating to us.  We value your time and pride ourselves on helping our customers with their essential appliances. Please note that we have been having a higher-than-normal call value and or chat has been temporarily disabled.  The technician's notes show that on 12/29/23, a part was replaced, and the appliance passed the diagnostic testing as working to the manufacture's specification.  However, 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. 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.  Moreover, due to limited resources/technicians in your area, once a technician leaves the customer's home after completing the call, we are not able to send the technician back on the same day.  Our records show that the technician was able to reassess the issue and your next appointment is scheduled for 01/10/24. We apologize for any inconvenience you may have experienced. 

  Customer Answer

  Date: 01/09/2024

  That is nonsense in our case. You could have sent the tech back as it had only been 10 minutes. ******* on the phone told me you were already paid for our call, so you wont return as you will schedule another one and go to a call you would be paid on. I come before those other calls if you truly care and prioritize. The tech obviously did not complete the job if the machine worked 10 minutes. The tech could have returned, we had already waited a week and ordered any additional parts for next time. Thats not caring and prioritizing. Not turning one call into two and two into three and leaving someone without their appliance. Also the chat should say disabled not leave people hanging and if you are told a supervisor will call you the phone should ring. It didnt. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21072210
  
  
  That is nonsense in our case. You could have sent the tech back as it had only been 10 minutes. ******* on the phone told me you were already paid for our call, so you wont return as you will schedule another one and go to a call you would be paid on. I come before those other calls if you truly care and prioritize. The tech obviously did not complete the job if the machine worked 10 minutes. The tech could have returned, we had already waited a week and ordered any additional parts for next time. Thats not caring and prioritizing. Not turning one call into two and two into three and leaving someone without their appliance. Also the chat should say disabled not leave people hanging and if you are told a supervisor will call you the phone should ring. It didnt.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/09/2024

  We again apologize for an inconvenience.  Please note that the claims status with Whirlpool has no bearing on our willingness to have a technician go back to a customer's home to reassess their **********************.  Limited resources and the number of calls on a technician's route does not allow us to send a technician back on the same day once he has left the customer's home after the ********************** passed the diagnostic testing.  We have already addressed the issue with our IT department regarding the use of the chat.  Thank you. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21072210
  
  I am rejecting this response because:
  Its the same unacceptable response 

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

• Initial Complaint

  Date:12/15/2023

  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.

  Flamingo Appliance Repair is mandated by Amana to complete warranty repair work. They have been to my home 3 times and not completed the repair while I have been without the working refrigerator for 2 months. On 12/15/2023 I verified I would be home in the required 3 hour window and that I would be available for them to come repair my refrigerator for the 4th time for the same problem. They claimed they tried to contact me however, they neither texted my number (like they have done the previous 3 times) nor left a voicemail or a number to return their call. What they did do was call from a number they have NEVER communicated with me from which showed as possible spam and left no message indicating they were on their way. I then received a call 10 minutes later that my appointment had been cancelled and the technician will not come today. This company fraudulently made an appointment and cancelled based on them not wanting to accomplish the work, not based on anything I have done/not done.

  

  Business Response

  Date: 12/19/2023

  Thank you for bringing your concern to our attention. Our records show that you did have an appointment scheduled for 12/15/23. As detailed in our text message sent to customers the night prior to their appointment, we do need live confirmation by phone prior to the technician's arrival to avoid rescheduling the appointment. Our records further show that our dispatch department called you prior to the technicians arrival for live confirmation but there was no answer and they had to leave you a voicemail message. At an attempt to ensure the technicians route runs as smoothly as possible, if the technician is more than 20 minutes away from the customers home and we have not received live confirmation, the appointment would need to be rescheduled. Our records do show that you have already rescheduled your appointment for Thursday, 12/28/23. Thank you.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21012049
  
  I am rejecting this response because: it contains purposely false information. At no time did I receive a text message the night before the appointment. I received an email the day before and I confirmed the appointment.
  The response also contains MORE purposely false information in that no voicemail message was left on the day of the appointment and the appointment was canceled immediately. I know this because I called back within five minutes and Flamingo had already canceled the appointment.
  
  *********************

  

  Business Response

  Date: 12/21/2023

  Attached please find the text message sent to you on 12/14/2023, the evening prior to your appointment, advising that live confirmation is needed in order to avoid rescheduling your appointment.  Our records show that at approximately 9:40 a.m. on 12/15/2023, our ******************* called you to advise you that your technician was in route.  They were not able to reach you and left you a voicemail message advising that due to not having live confirmation and the technician being over 20 minutes away from your home,your appointment will need to be rescheduled. Thank you.  

• Initial Complaint

  Date:12/14/2023

  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.

  November 2023 I used the website for Flamingo Appliance Repair of ***** to schedule a repair after being prompted to from their phone system. I scheduled a portion of the repair needed as the system did not allow for additional appliances to be added. An email follows stating that the day of service, I will receive a call to confirm availability as they WILL NOT send technicians to homes with out confirming via phone. We became indisposed, were unable to answer the call but, technician showed up at my home anyway. Technician called to tell us they were in the driveway and asked about the issue at hand, stated he knew EXACTLY the issue, would order parts and return in 2 days. I instructed the technician to quote the additional charge to install a supplied part for the other appliance. Technician gave a unclear response about additional service call fee at a discounted rate and something about the labor. We made ourselves available for the next appointment. Technician arrives in 2 days, says he does not have the parts to effect the repair but will fix the other appliance. Asking why he arrived with no parts, received an unclear answer about back ordered. He repairs the other unit and leaves. No invoice left, no phone confirming work done. Receive a call to schedule the original repair request, make ourselves available AGAIN. Technician arrives without receiving verbal confirmation that anyone is home AGAIN (strictly against Flamingo stated policy). My wife was home and allowed access. Receive a call shortly thereafter that they still did not repair the unit but took $149 service call fee so they could order parts. ? Technician had already confirmed to me twice that parts were ordered. Still no invoice received nor delivered for services rendered on other unit (against Flamingo policy). I called the company to express exasperation towards this situation. Felt I had been misled numerous times, had been inconvenienced numerous times and now needed to do it again.

  

  Business Response

  Date: 12/28/2023

  Thank you for bringing your concern to our attention.  Firstly, we want to apologize for an inconvenience the lack of the technician's communication may have caused you.  Furthermore, it does appear that the technician that provided the estimate for your dryer repair was not the same technician that initially completed the repair on your washer and was not aware of the prior technician's efforts regarding your dryer.  On 12/12/23 the technician diagnosed the dryer and created an estimate.  We do have a non-refundable minimum labor fee for the technician to diagnose the unit and provide you with an estimate for the cost of the repair, including parts and labor. Additionally, there is a balance owing for the completed repair of the washer.  As I advised when we spoke, each appliance has its own labor and parts fee. If you would like to proceed with the repair of your dryer, the estimate provided is good for 30 days, however, as a courtesy we can extend it by an additional 10 days.  Moreover, we will need to collect the balance due for the washer repair in order to proceed with any additional repairs to your appliances.  If we can be of any further assistance, please call us at ************.  Thank you. 

• Initial Complaint

  Date:12/11/2023

  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.

  Horrible experience - purchased a brand new home Nov 29 that had a whirlpool dishwasher. It was BRAND NEW and leaks upon use. Got in touch with the builder who put in an order and flamingo appliances was suppose to come fix it. My husband took the entire day off work to make sure he was here .The appointment was confirmed FOUR times by us . The day of the appointment neither of us have a missed calls from them yet he received a message stating they could not confirm we were there and cancelled the appointment. Unacceptable- immediately responded to the text message stating he was there and has been waiting . They claim a supervisor will cont at us back but its been over 4 hours and nothing so far to fix their mistake . I assume the tech didnt want to make the drive out and decided to just cancel.

  

  Business Response

  Date: 12/12/2023

  Thank you for brining your concern to our attention. Our records show that you did have an appointment scheduled for 12/11/23. As detailed in our text message sent to customers the night prior to their appointment, we do need live confirmation by phone when the technician calls prior to arrival to avoid rescheduling the appointment. Our records further show that a call was made to you prior to the technicians arrival but there was no answer and we had to leave you a voicemail message. At an attempt to ensure the technicians route runs as smoothly as possible, if the technician is more than 20 minutes away from the customers home and we have not received live confirmation via telephone, the appointment would need to be rescheduled. I personally spoke to your husband on 12/11/23 and explained the above. If you would like to reschedule your appointment, please feel free to contact us at ************. Thank you.

• Initial Complaint

  Date:12/05/2023

  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.

  11/28/2023 was told they would return to finish service job on cooktop that they left 2 weeks prior from an uncompleted job. Never heard back. Called kitchenaid and was given a date of 12/05/23 for flamingo to come and complete job. No arrival window given. When called on the morning of 12/05/23, they told me they canceled the appointment. I was never informed. I have taken off work to have my cooktop installed that has been out of service for over 2 months. ********** gave me a number to text regarding the job. Once texted to flamingo, they stated it was the wrong number and to text another number. Once I text the other number, they advised me to text the original number. They are very unprofessional and ping pong people back and forth and do not seek to resolve any issues. When you call, they do not answer, they do not return calls. They are misery to attempt to do business with.

  

  Business Response

  Date: 12/07/2023

  [Yesterday 5:51 PM] ***********
  I hope this message finds you well. We sincerely apologize for any confusion and inconvenience you have experienced regarding the installation of your cooktop. Our goal is to address your concerns and ensure a satisfactory resolution to this matter.
  
  Upon reviewing your complaint, we acknowledge that there was a discrepancy in the communication regarding the nature of the service requested. On 11/9, our Home Delivery Team visited your home for the installation, but we encountered an issue with the counter size, prompting the need for adjustments. We aimed to rectify this by scheduling a follow-up service visit once the counters were appropriately cut.
  
  Subsequently, on 11/27, a dispatch was received for a service request for a repair on a new cooktop, but due to it being a home delivery request, it was transferred to the home delivery department. We reached out to you on 11/28 via our text line to inform you about the home delivery request and assured you that a scheduled date would be provided within 48 hours.
  
  Regrettably, there was confusion on 11/28 regarding whether it was a service or home delivery request. We understand that this uncertainty led to frustration, and we sincerely apologize for any inconvenience caused.
  
  On 12/5, Kitchenaid informed us that they would use another home delivery company, but unfortunately, that company did not offer installation services. We have no control over when products are received, and we share your frustration about the delay in completing the installation.
  
  We deeply apologize for the cancellation of the appointment on 12/05, as this was not communicated to you in a timely manner. We understand the inconvenience this has caused, especially after you had taken time off work for the installation.
  
  To address these issues promptly, we assure you that a team member will be in contact with you within the next 24 hours to schedule a service visit and provide you with an updated timeline for the completion of the installation. Our aim is to resolve this matter to your satisfaction and restore your confidence in our services.
  
  Once again, we apologize for any frustration and inconvenience you have experienced, and we appreciate your understanding as we work to rectify the situation.