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.

  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:11/20/2023

  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.

  We purchased a washer/dryer from Lowes of the brand Amana on Jan. 17th 2023. It is not working 11 months later. We were scheduled a service appointment with Flamingo and was told it would be a warranty repair. Upon the (rude) technician arriving to our home, he insisted we have a receipt. We were never once told to have that information available however I was still able to show him proof of purchase and the date purchased from our Affirm receipt but he said that would not suffice. He also stated that we would be responsible for payment if we couldnt produce a receipt. No one told us this information upon the appointment being made. I have been on hold with a representative from this company in ******* and when I asked for a local number, I was told they could not provide a local number. Unethical, money hungry business.

  

  Business Response

  Date: 11/21/2023

  Thank you for bringing this to our attention. Please note that on occasion we do need proof of purchase to confirm the manufacturer's warranty. The proof of purchase most be from the retailer where the appliance was purchased and most include date of purchase/delivery, as well as model and serial number of the ********************** to be ***********************. I contacted you yesterday at your request to speak with a supervisor and you advised me that the matter had been resolved. Notwithstanding same, if you have your proof of purchase and would like to reschedule service, please contact us at ************. Thank you.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20895260
  
  I am rejecting this response because:

  The entire appointment was set up BY WHIRLPOOL. Because they had already verified I was within warranty. To be told I needed so much proof even after showing what I had(with no notice, mind you) was ridiculous. Yes you did call, but by that point I had already spoken with the manufacturer and requested a new company completely to do the repairs. Your company should be ashamed and I hope others tread with caution before using you. Main reason for this complaint. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2023

  We do apologize for any inconvenience.  Although Whirlpool scheduled your appointment, the warranty information was not reflecting on the Whirlpool entitlement/warranty website. We are glad to hear that your issue has been resolved.

• Initial Complaint

  Date:11/17/2023

  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.

  My dryer was not drying the clothes. The first tech name ***** came out and didn't even have his tools and never taken them out of the truck. He put a papertowel over the vent and said that my vent line were clog and I told him i just had them done and he didn't believe me and also look at my washer machine because the clothes smell like dew and he didnt even diagnoss that problem said i was using too much laundry det. ***** gave me a card for a vent cleaner and than I call them had them come out and spent $300.00 dollars which $250.00 of that Flamangio should pay me back since the dryer was still doing the same thing not drying my clothes. They set another tech out and said the same thing had to be my vent clog and we call the vent people out again and they camera and clean again and nothing was broken or clog and I have all the pictures and vidoes and report. Call them out again and the supervisor **** was suppose to put in a tester in the truck and send them out again and **** forgot to put the tester in and so we had to reschedule again and came out and figure it out there was a code so had to order parts and again came out and did not fix the problem and than again they came out and got on the phone with maytag tech and than again had to come out with another tester and this time the supervsor **** came out with the tech and got on the phone with magtay tech. again order parts and came out and still not working. I think Flamgio should pay me back the $250.00 when I shouldn't had to spend that money again. ***** management does not call you back I have been dealng with this August 2023. I have sent the paperwork to Yeti and she never call me back or answering emails. That has been about 5 weeks now and I talk to a Bestie and she won't do nothing plus she keep changing her story. I have been requesting management to give me a call for two months now and they had schedule two different appointments and no call and nobody show up

  

  Business Response

  Date: 11/30/2023

   

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

  Per our conversation, when ************** was at your home, he found there was poor airflow, and the house venting system appeared to be restricted; that's why he recommended you contact a vent cleaning company to have your dryer vent cleaned. ************** also contacted the engineers at Whirlpool to ensure we followed all necessary steps. The engineers at Whirlpool advised us that it is highly likely that the issue is indeed a clogged vent, which is why we recommended having it cleaned. This is not only important for the performance of your appliance but also for safety reasons, as clogged vents can pose a fire hazard. The dryer had multiple issues besides the clogged vent, which likely also contributed to the dryer not working. The technician contacted the vent cleaning company, and they stated the vent was extremely clogged. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20884476
  
  I am rejecting this response because: This is a false statement from Flamingo, I was here when the tech call whirlpool and this was on the 5 time that they were here, and the engineer never said that about the clog. I had the vent people out three times and they found nothing clog and no pipes broke in the vent system. The tech from Flamingo also call the vent people and they even said       that the vent are not clogged and that the vent are not the problem for my dryer not drying. I was here on the calls made to both of the vent people and whirlpool. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/06/2023

  This matter was not resolved. ******* made no attempt to resolve this issue. I would like to talk to someone in there higher up office. This business is a scam and they just take your money and I should have look at there reveiws because they do this to people all the time. They don't like to handle problem. I don't see how you say this is reslove  at all. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20884476
  
  I am rejecting this response because:

   

  This matter was not resolved. ******* made no attempt to resolve this issue. I would like to talk to someone in there higher up office. This business is a scam and they just take your money and I should have look at there reveiws because they do this to people all the time. They don't like to handle problem. I don't see how you say this is reslove  at all.
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/12/2023

  Hello ******************,
  
  We are sorry for any inconvenience you have experienced. Our main priority has always been our customers. We have attempted several times via several managers to explain how and why the technician recommended cleaning the duct vent. We have also explained that this was a recommendation because he found poor airflow, and the house venting system appeared restricted. ************** also contacted Whirlpool tech support to ensure he followed all necessary steps to document and receive feedback from their engineering team. The engineers at Whirlpool advised us that it is ************* that the issue is indeed a clogged vent, which is why we recommended having it cleaned. It's essential for the performance of your appliance but also safety reasons, as clogged vents can pose a fire hazard. The dryer had multiple functional issues besides the clogged vent. The technician also addressed those issues while the service visits took place. 
  
  Sincerely,
  Flamingo Appliance service

  Customer Answer

  Date: 12/13/2023

  Your timeline is way off. The first time your tech came out he said to call the vent people. Which clearly was not the issue and I spent $250.00 dollars which I should not have too. I already spend the money way before your tech call whirlpool and they did not say it was the vent or air way which was camera and nothing was there and i have the videos. The call to whirlpool was on the 5 or 6 times coming out. You better get your timeline right. Your company just don't want to say they were in the wrong which clearly they are. I will keep reporting your company. Plus the vent people you recommend said the same thing it was not the air flow. Your so call manager half the time did not return phone call or follow up with anything and I can name the so call manager if you like and give date and time I call. The company has so many bad reveiws for this issue and you guys will not give me a name or phone to the of the owner or higher up CEO or in corpative office. Because you know you guys have poor cusotmer service and just tell the cusotmer to spend money. I would like to talk to someone in the corpative office or higher up management

  Customer Answer

  Date: 12/13/2023

  this company is a fraud and they will not forward my concerns to higher up management or the corpative office to talk to someone. There timeline is way off. 

• Initial Complaint

  Date:11/14/2023

  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.

  Tried to repair whirlpool dryer 5 times and cant keep appointments

  

  Business Response

  Date: 11/20/2023

  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.
   
  Sincerely,
  Flamingo Appliance service

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20871256
  
  I am rejecting this response because: over 4 attempts to repair a dryer is unacceptable in a year, broke 3 appointments and I was told that a CSR/supervisor/manager would be calling me back to get a tech over, but no one ever called. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/29/2023

  We do apologize for any inconvenience.  Our records indicate that Whirlpool will be exchanging your appliance and repair services will no longer be needed.  Thank you. 

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20871256
  
  I am rejecting this response because:  Yes, I did get a replacement dryer and that helps me, because I called the manufacturer (Whirlpool) and because of the way flamingo handled the situation took over 4 attempts to repair a dryer is unacceptable in a year, broke 3 appointments and I was told that a CSR/supervisor/manager would be calling me back to get a tech over, but no one ever called. Consumers should know they can't keep appointments and can't call the customers back to try to make the situation better. So, by not calling me back to handle the issue this is unacceptable, and consumers should know about this! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/06/2023

  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.

  *********, Flordia area. Flamingo Appliance Service Washing machine needed repair. 00 8/3/23 - first visit, problem not fixed. 8/29- second visit, problem not fixed. Third visit- different tech, agreed with us what fix was required, scheduled to be here 10/2. But needed to reschedule to 10/24. I have called more times that I can say and have been given the run-around on a refund for a job that was not done.

  

  Business Response

  Date: 10/13/2023

  ****************,

  I apologize for the frustration you have experienced with our service and if we have lost favor with you due to this. ************** experienced an emergency, causing us to reschedule your appointment for the next available date of 10/24/2023 and placing you on a cancellation list. After further serach into all your job records I see you have paid the following:
  
  $149 This is our minimum fee for having a technician out to the home on 8/3/2023.
  $69 on 8/29/2023; this was due to a different service concern.
  
  As a one-time concession, I will process a refund back to you of $69.00.
  The $149 is a nonrefundable fee we advised you at the service initiation 7/17/2023. Please notify me if this is ok so I may process the refund request. 

   

  

  Business Response

  Date: 10/17/2023

  ****************,

  I apologize for the frustration you have experienced with our service and if we have lost favor with you due to this. ************** experienced an emergency, causing us to reschedule your appointment for the next available date of 10/24/2023 and placing you on a cancellation list. After further serach into all your job records I see you have paid the following:
  
  $149 This is our minimum fee for having a technician out to the home on 8/3/2023.
  $69 on 8/29/2023; this was due to a different service concern.
  
  As a one-time concession, I will process a refund back to you of $69.00.
  The $149 is a nonrefundable fee we advised you at the service initiation 7/17/2023. Please notify me if this is ok so I may process the refund request. 

  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20705154
  
  I am rejecting this response because: When a repairman comes to the house, it is reasonable to expect he repaired the problem.  I paid for an outcome that did not occur.  Why should anyone pay for someone to *just* show up?  You charged me $149 and did *nothing*.  I expect a credit for $149 on my repair bill.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/25/2023

  ****************,
  Thank you for taking our call yesterday. As ***************************, our customer ********************** manager, explained. As a courtesy, due to the continued problems you've experienced, we have provided you a one-time discount of $121.40 as well as the $69 previously offered to you, bringing you to a total of $190.40. I appreciate your patience with us.
  
  Thank you,
  Flamingo appliance

  Customer Answer

  Date: 10/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this semi-solution is likely the best that I will be able to achieve.  But they remain a terribly-run company.  There is no excuse for not fixing the problem on August 3, and having to undergo a total of **6** appointments to get the problem resolved. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/05/2023

  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.

  I have had a problem with my refrigerator going on 10 months now. Fields appliance in ******* has been out to my house over 20 times attempting to fix my refrigerator but can not find out what is the problem. They are very unprofessional, late arrivals, had an appointment today from **** no one showed. I called to ask where is their worker and was told he called out today we cant help you. This very unprofessional. On top of that they hung up the phone. I am extremely upset and ****** because I am losing money with my food spoiling each week. I need someone to give me a call ASAP. The Fields branch in ******* is the worst.

  

  Business Response

  Date: 10/13/2023

  ********************,
  
  Accept my apologies for the continuation of service you have experienced. After further research, I see you have recently communicated with our customer ********************** supervisor and the manager for the branch. They have contacted Whirlpool to see if they could assist with alternative resolution and documented your customer file. Our ********************** supervisor will continue to see your service through from this point forward.

   

  Thank you,

  Flamingo Appliance Service

  

  Business Response

  Date: 10/17/2023

  
  Accept my apologies for the continuation of service you have experienced. After further research, I see you have recently communicated with our customer ********************** supervisor and the manager for the branch. They have contacted Whirlpool to see if they could assist with alternative resolution and documented your customer file. Our ********************** supervisor will continue to see your service through from this point forward.

   

  Thank you,

  Flamingo Appliance Service

• Initial Complaint

  Date:10/02/2023

  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.

  Work order date 10/2/2023 at 11:34am. This appliance company was dispatched by Maytag due to my washer making loud noise during the spend cycle. ****** who was the representative stated that all the washer needed was suspension replaced. Based on the cost I told him I would not be moving forward at this time. When I went to ensure everything was put back together, I noticed that my washer lid would not release from the lock to open after ****** took it apart. I did not have an issues with my washer lock prior to ****** taking it apart. When I took him that he broke it he got upset, rude and stormed out my house. He did not put it back together. I want them to repair the broken lock that the representative broke

  

  Business Response

  Date: 10/13/2023

  The customer called us on 10/02/2023 and they spoke with a customer ********************** supervisor which we scheduled a follow up appointment on 10/6/2023. to verify the customers' claims. at which point the customer once again refused to pay for the tirp fee and estimate for repair. We have flagged the customer on our end pending fees in case future repairs are needed.

   

  Thank you,

  Flamingo appliance service

  

  Business Response

  Date: 10/17/2023

  The customer called us on 10/02/2023 and they spoke with a customer ********************** supervisor which we scheduled a follow up appointment on 10/6/2023. to verify the customers' claims. at which point the customer once again refused to pay for the tirp fee and estimate for repair. We have flagged the customer on our end pending fees in case future repairs are needed.

   

  Thank you,

  Flamingo appliance service

• Initial Complaint

  Date:09/18/2023

  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.

  Whirlpool refrigerator Delivery Date December 22, 2022. Noticed it was not making ice. called Flamingo Appliance. Came out July 26, 2023. still did not work and the freezer is not freezing properly. Called again came out August 11, 2023. Still did not work, they ordered parts. August 31, was the next appointment they canceled this one. Next appointment Sept. 13th, Still not fixed ordered a fan. Next appointment September 18th, this one they canceled. Still not Fixed July 26 Receipt #****** August 11 Receipt #****** September 13 Receipt #****** Called Whirlpool they could not help me. Again I have to take off work each time. How long can this go on. Please Help!

  

  Business Response

  Date: 10/10/2023

  ******** ****** forgive the delay in my response. As I pulled up your service record, ************** completed the repairs to your appliance on 9/29/2023. ****** see the notes below.  
  
  9/29/23 13:34: 
  T1 there 9/29 FRI, 
   REPLACED DEFECTIVE EVAPORATOR FAN MOTOR ASSY AND TESTED. UNIT IS OPERATING AS DESIGNED

  

  Business Response

  Date: 10/10/2023

  Mr.****,

  Please forgive the delay in my response. As I pulled up your service record, ************** completed the repairs to your appliance on 9/29/2023. Please see the notes below.  
  
  9/29/23 13:34: 
  T1 there 9/29 FRI, 
   REPLACED DEFECTIVE EVAPORATOR FAN MOTOR ASSY AND TESTED. UNIT IS OPERATING AS DESIGNED

  

  Business Response

  Date: 10/11/2023

  Mr.****, Please forgive the delay in my response. As I pulled up your service record, ************** completed the repairs to your appliance on 9/29/2023. Please see the notes below.  
  
  9/29/23 13:34: 
  T1 there 9/29 FRI, 
   REPLACED DEFECTIVE EVAPORATOR FAN MOTOR ASSY AND TESTED. UNIT IS OPERATING AS DESIGNED

• Initial Complaint

  Date:09/14/2023

  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.

  In Aug 2023 My fridge was not cooling, they sent a technician and ************ but the guy left a loose fitting and it leaked through the walls for a month until we noticed the mold. Have a claim with them and now someone from their side said how did I managed to clean the water from the floor for a month. Wth? My house was built April 2022 do you think I'm going to damage my house on purpose? We didn't notice the damaged walls until ****. Yes it took a month but we have busy lives, I am very upset I had to pay the plumber and now we have 4 commercial fans running 24 hrs for 3 days, who is going to pay my electric bill? Now they cut the drywall and we have to find someone to fix all walls from kitchen, pantry and dinning room.

  

  Business Response

  Date: 09/20/2023

  Dear *********************************,

  We are sorry to hear your home endured some type of water damage.  I do see you spoke with our Safety Manager, *********************** on 09/12.  Since she was not able to determine if the leak was caused by a leak in the wall or by a leak that was caused by **************, we have opened a claim with our insurance company so they can fully investigate by the insurance adjuster.  You should have heard from our insurance company and they will work directly with you on coordinating next steps to begin their investigation.  We hope the root cause is determined as soon as possible and the source of the leak is repaired.

  Kindest Regards

  Flamingo Appliance Service

• 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.

  This company was assigned to fix my ice maker via extended warranty they keep coming out and resetting the icemaker and it is not working . I have gone through so much trouble trying to get a new ice maker, I get told one thing and it never happens. I have been without this for almost a month now. ********* stated they sent a request to replace the icemaker. The workers keep showing up without one!!!!!!!! The extended warranty is for this purpose and they won't fix the issue! I just want a new icemaker that works everyday!

  

  Business Response

  Date: 09/14/2023

  Dear ***********************,

  We are sorry to hear you are having issues with your ice maker and fully understand how disappointing it is when a product you purchased is not working as you expected.  We have looked into your service history.  On your last visit of 09/13, the technician stated the condenser was covered with pet hair.  This was cleaned and the technician completed the call.  We have received your dispatched from your extended warranty provider but there are no notes stating the ice maker needs or should to be replaced.  You do have a standing appointment for 09/21.  The technician will contact the manufactures engineering department to report their findings and follow any additional recommendations made by the engineers.  Our goal is to repair our customers appliances on the first visit and do apologize for the inconvenience you are experiencing with your product not working as designed.  We look forward to seeing you on the 21st and will be sure to touch base with the engineers to assure all proper trouble shooting and repairs are being performed.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20598340
  
  I am rejecting this response because:   I would really appreciate a call from a supervisor that I can speak with about this issue.  This will be the 3rd time out to fix the icemaker both **** and **** told me on the next visit the icemaker would be replaced.  HE did NOT clean the condenser he stood and watched me do it.  That has absolutely nothing to do with the icemaker properly working.  Water is not going into the icemaker.  It works every 3 days and drops one or two pieces of ice.  He came ill prepared , told me the cat hair was probably the problem but did not offer to help clean or did not bring a vacuum or anything to fix the issue.  He reset the icemaker which I told him was already done on the last visit and it did not do any good then!?!?!? why would that be acceptable this time.  I realize the cat hair needed to be cleaned but that IS MOST CERTAINLY NOT the reason the icemaker is not filling up with water. I even had to ask if he was going to put the icemaker back in the fridge, he left it on the counter.  I have been without this for over a month now with appointments being made over and over with no resolve. I paid for an extended warranty to make sure I was covered and this is not the way you want to be treated . I have to be home each time they come by and have to miss work and this is not good customer ********************** having to call three different companies to get ONE appointment . Then the tech shows up with NO icemaker or anything else to fix it??? why come if you are not prepared?? 

   

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

  

  Business Response

  Date: 09/27/2023

  Dear ***********************,

  We would like to restate that we understand the frustration with not being satisfied with the product you purchased.  Our technicians have taken proper steps per the manufacturers guidelines to accurately diagnose and repair the failure your appliance was experiencing.  ************** was at your home on 09/21 and as promised we contacted Whirlpool's engineering department to further trouble shoot.  The ice maker was replaced however per the manufacturers recommendation the current ice maker is working as designed and they determined the usage of ice consumption is greater than the product manufacturing rate.  As a consumer myself, I do sympathize with your frustration.  Since the 09/21 service repair, we have not received any additional dispatches from Whirlpool.  We hope the production of ice has met your satisfaction.  If this is not the case, we would recommend contacting Whirlpool directly to advise of any dissatisfaction you have with the product.  

  Kindest Regards

  Flamingo Appliance Service

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20598340
  
  I am rejecting this response because:    Again, you failed to see the problem. The ice maker worked fine for 3 years, then it stopped making ice all together, it was reset. Then it stopped making ice everyday. Some days it worked some days it did not. I stored ice in my freezer on the days it worked so I would have it if I needed on the days it would not produce ice. I fill my cup up maybe 4 times a day.  The ice maker was working when the tech came out. But I explained to him that it works some times and not others. I was not LIEING I would not have someone come to my house interrupt my day 3 times!! if it wasn't an issue. Both Flamingo and **** made me out to be a liar. I do not consume ice more than anyone else. I SHOULD NOT BE EXPECTED to have a fairly new refrigerator with an ice maker that works when it feels like it.  And I'm pretty sure no one else would be happy with it.  Yes the new ice maker works everyday LIKE IT SHOULD!  The way your team handled my claim was awful blaming the ice maker not working on some cat hair .. PLEASE...  I knew that would not fix the issue but I took the tech at his word that if it did not fix the issue he would bring a new ice maker next time. But he still made it out to my fault like he shouldn't replace it if it was working that day. You are not customer ********************** friendly, the entire experience made me feel awful, the tech made me feel like ****, cause he didn't want to do it and he still acted like I was lying. TO WHAT END ??? If it was making ice I would have cancelled the appointment.  Please treat people with respect. Don't make your customers feel awful like he did to me in the future. There is a reason people complain on here, all I asked for was a supervisor to call me so I could explain what was going on and NOT A WORD from anyone. All of this could have been avoided if someone 2 months ago would have just called me. Simple. Although to late now.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/05/2023

  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.

  Our Kitchenaid refrigerator is under warranty and stopped working the first week in August. Apparently Flamingo has the exclusive contract to service Kitchenaid and many other brands of appliances in *******. After three appointments, ostensibly to diagnose the problem, there is no diagnosis and a fourth diagnostic appointment is scheduled for September 14. According to Flamingo, the delay is a result of the need to order parts-first dye to see where the leak is and when that didn't work nitrogen to test the system. In common nomenclature these likely would be basic tools of a credible repair business that are in stock and not "parts" to be ordered.. There is no timeline for either diagnosing or addressing our problems, which is unconscionable, as we continue to be without the use of our refrigerator. We are considering exploring a class action lawsuit as we are starting to understand that our experience may be typical. We would like BBB to participate in any such lawsuit and would be interested in knowing if there are others who have had similar experiences and would like to participate.

  

  Business Response

  Date: 09/07/2023

  Dear *********************,

  We are sorry to hear you are having a malfunction with your new KitchenAid refrigerator.  We understand the burden this can cause you and your family since it is such an essential appliance.  We have reviewed your service history.  ************** was at your home on 8/10 to assess the refrigerator and provide a diagnosis.  From this visit, parts were ordered and technician returned on 08/22 to replace defective parts.  Once parts were replaced the unit began to cool down.  Unfortunately, it seems the next day the unit did not continue to cool and the technician revisited your home on 09/05.  On this day, no refrigerant dye was found and technician ordered Nitrogen.  It seems there are multiple causes for the malfunction.  You are scheduled to complete service on 09/14.  Due to the nature of the current times, there are parts that are not readily available to be kept in stock.  We are at the mercy of the manufacturer and distributors in regards to part availability.  We are looking forward to seeing you on the 14th to complete repairs.  In addition, the technician will contact the manufacture engineering department to confirm if any further trouble shooting is recommended.  

  I do not follow your comment regarding the class action suit and I am sorry to hear you feel that way.  We fully intend on completing the repair of your refrigerator as we do for all our valued customers.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20560165
  
  I am rejecting this response because:

  After four visits over several months, we still do not have a working refrigerator. Twice it broke down less than 24 hours after the repair purportedly was made. This is not acceptable under any circumstances.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/18/2023

  Dear *********************,

  It is unfortunate but at times a complicated functional errors such as a no cool can be caused by multiple components which can be a process of elimination.  I do see the technician was at your home as promised on 09/14 and used nitrogen to potentially find a leak.  This was a separate issue from the defective parts that were previously replaced.  Per technician notes, he was successful in finding the leak and was able to correct that specific failure your product had.  Please contact us if your unit is experiencing any other malfunctions. We are sorry you had to experience multiple issues with the refrigerator you purchased.  Our goal is to take all appropriate measures to correct any functional issues as quickly as possible.

  Kindest Regards

  Flamingo Appliance Service

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20560165
  
  I am rejecting this response because after four repair visits over several months we do not have a working refrigerator or a diagnosis of the problem or a timeframe for restoring our refrigerator to working order.  No reasonable consumer should be asked to tolerate this. Your response indicates that Flamingo has determined that it is possible to repair our refrigerator rather than having made a determination that it is beyond repair.  If that is the case, please repair our refrigerator. Certainly it should not take five visits for a refrigerator repair specialist to repair our refrigerator.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/11/2023

  Mr./Mrs. ******,
  
  After further research revealed that your appliance was replaced BY the Whirlpool factory service on 10/09/2023, please refer to the notes below.
  
  10/9/23 15:01: 2G there 10/9 MON
   Entered the home, disconnected the old unit, and noticed damage to the cabinet facing, which the Customers confirmed. Brought in new  unit , hooked up  new unit  , checked water flow , gave instructions on water and ice  , finished ; 

  

  Business Response

  Date: 10/11/2023

  Mr./Mrs. ******,
  
  After further research revealed that your appliance was replaced BY the Whirlpool factory service on 10/09/2023, please refer to the notes below.
  
  10/9/23 15:01: 2G there 10/9 MON
   Entered the home, disconnected the old unit, and noticed damage to the cabinet facing, which the Customers confirmed. Brought in new  unit , hooked up  new unit  , checked water flow , gave instructions on water and ice  , finished ; 

  

  Business Response

  Date: 10/11/2023

  After further research revealed that your appliance was replaced BY the Whirlpool factory service on 10/09/2023, please refer to the notes below.
  
  10/9/23 15:01: 2G there 10/9 MON
   Entered the home, disconnected the old unit, and noticed damage to the cabinet facing, which the Customers confirmed. Brought in new  unit , hooked up  new unit  , checked water flow , gave instructions on water and ice  , finished ;
  

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20560165
  
  I am rejecting this response because:  The chronology speaks for itself.  We were without a working refrigerator for more than two months while Flamingo made five attempts to repair our old one.  No consumer should be required to be without a refrigerator for two months.
  
  Sincerely,
  
  *********************