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:08/29/2023

  Type:Customer Service 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 have been dealing with this company trying to get a whirlpool appliance fixed. I have stayed home from work twice in two weeks. First time they did not even call me to tell me they werent coming. They said the parts were damaged. Second time, they said parts did not come in. Both times they contacted me to make the appointment. I have been hung up on. Lied to about parts. Spoke to a supervisor and they said there is nothing they can do to help me and they will let me know about another appointment date.

  

  Business Response

  Date: 09/05/2023

  Dear ***************************,  

  We are sorry to hear you were having an issue with your Freezer.  I do see the notes of the same day cancellation due to not having the part.  We do apologize for that inconvenience you endured; especially since you took days off for this.  Unfortunately we are at the mercy of the manufacturer regarding part quality and availability.  However, you should have been notified the morning of the appointment since the part was damaged.  We do take this type of complaint seriously and will further look into this to be sure all protocols were followed.  I do see the technician was able to complete the repair on Friday, 09/01.  Please let us know if you are continuing to experience any functional issues with your freezer.   That is our number 1 priority.  We do value your time and business.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 09/07/2023

   
  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:08/21/2023

  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.

  I contacted Whirlpool about my washing machine not working on 6/15/23. I was contacted by Fields Appliance Service and was given an appointment for 6/28/23. On that date I was told it was a faulty switch but he did not have a replacement with him. I was charged $277.04 and was told he'd call when part was in. Next appt was 7/5/23. He replaced the switch and left but washer still did the same thing. He, (***********************) came back on 7/12/23 and said I needed a new pump but he didn't have it and would have to order it. He came back 7/20/23 and replaced the pump and I paid $69.18. He swore he ran a diagnostic and that the washer was fixed. AGAIN, the washer was doing the same thing! He came back 7/27. I'm not sure what he did because my daughter-in-law was there instead of me, but he told her it was definitely fixed this time and no more payment was necessary. Again when I used the washer I was getting the same error plus now a different error code came up. I called the ph # on the Invoices I had paid and requested to speak with a supervisor. I was told I would be contacted by supervisor within ***** hours. I have called them at least twice a week since 7/27/23 stating I have not received a call from a supervisor. Each time I'm told they will send an Expedited Email to make sure I get a call back. At one point I was told that I would receive a call back from a ***************************** but as of today I still have not heard from her. I called them today and asked to speak with ***************************** and was told their phone service would not allow them to transfer calls. I asked for a direct line for me to call her and was told all they can do is send another Expedited email. It has been 2 months without a working washing machine. At this point I don't want them to work on my washing machine but I would like a refund of the money I gave them which did NOT fix anything! The total I paid was $346.22

  

  Business Response

  Date: 08/30/2023

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

  We are very sorry to hear you were having issues with your washer and it took multiple visits to repair.  I have reviewed your case and understand where the dissatisfaction occurred.  I understand a refund of $201.22 is in process and you should be seeing that in your account any day.  I also wanted to comment that I understand the disappointment with our response time.  This is certainly not our standard operating practices.  We have since discussed this with the team and assured that all of our customers are contacted within 24 hours and no later.  Please accept our apologies for any inconveniences you have experienced.  We hope this refund does help support our gratitude.  If your washer is still not in working order, we would kindly ask that you allow us another chance to rectify the issue.  We will gladly send one of our Captains to assess the issue.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 08/30/2023

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

  Customer Answer

  Date: 09/25/2023

  I was told that I would be getting a refund of roughly $200 from Fields Appliance and have yet to receive it.  I spoke with ***************************** at least 3 times complaining that I have not received it and each time she promises that the refund will be processed within 48hrs.  It has been over one month and I have NOT received the refund.

   

  *************************

  

  Business Response

  Date: 10/13/2023

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

  Sorry for any confusion i see we have processed the refund promised in August please see the reference # for the refund back to your financial institution.

  Rfndd $-201.22 Bankcard Ref # ****** via POS process

   

  

  Business Response

  Date: 10/13/2023

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

  
  Sorry for any confusion i see we have processed the refund promised in August please see the reference # for the refund back to your financial institution.
  Rfndd $-201.22 Bankcard Ref # ****** via POS process

  

  Business Response

  Date: 10/17/2023

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

  Sorry for any confusion i see we have processed the refund promised in August please see the reference # for the refund back to your financial institution.

  Rfndd $-201.22 Bankcard Ref # ****** via POS process

  Customer Answer

  Date: 10/18/2023

   
  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:08/17/2023

  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.

  I reach out of whirlpool about a problem with my refrigerator and there website directed me to Flamingo Appliance Services which I reached out to, to service my refrigerator I sat up an appointment with them was charged $150 the technician showed up and diagnosed my problem with the help of a whirlpool engineer/technician and I was told by the technician from flamingo that the reason he contacted whirlpool was because if whirlpool diagnosed the problem wrong I would not be liable/charged for there mistake or any additional part needed to fix my refrigerator. Once the repair was made to the refrigerator as per they instructed it did not fix the problem. Once I had the technician to come back out to troubleshoot the problem again he once again called whirlpool technical support and they said it is a internal problem with the ** or IA in the motherboard and wanted me to give them another $150 to fix what should have been fixed the first time they came out. I should have been credited back the money I spent in the beginning to go toward whats actually wrong with the refrigerator. The guy told me and my roommate the first time of him coming out that I would not be charged again if what he did the first time did not fix the promise. But now they want me to pay more money when its not my mistake that this is happening this was there negligence. I feel ripped off and disrespected. The tech told me when he came out for the 2nd time that he didnt tell me any of what was said which would be a lie I have no reason to lie I dont mind spending $150 but its the fact of that I was lied to by him

  

  Business Response

  Date: 08/18/2023

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

  We are sorry to hear you are having functional issues with your ice maker.  As a consumer myself, I understand how frustrating that can be.  I have looked into your service history to have a full understanding of what services were performed and charges associated.  I do see you were charged on the first service for parts and labor to replace the ice maker and ice box fan.  I am happy to hear the technician did due the diligence to confirm his findings with the engineering department to assure no further issues were missed.  We do warranty our parts and labor for one year.  

  Unfortunately, it seems the unit stopped producing ice again about 10 days later.  On the next visit the technician contacting the engineering department again and they advise the user interface also has to be replaced.  Since the unit was working for a few days after the first repair, this tells us the malfunction your freezer experienced was caused by two separate issues.  You are not being charged our service fee or labor again for this repair.  You are only being charge the cost of the needed part and sales tax.  

  I hope this helps clear up any confusion. This part has arrived today and you should be expecting an email shortly to proceed with scheduling your appointment.  Please feel free to contact us if you have any further questions.  

  Kindest Regards,

  *******************************

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20486912
  
  I am rejecting this response because: 1) It is the same exact problem that I had with the ice maker when I originally called for service.

  2) Your technician said the reason he got whirlpool engineering involved with the diagnosis was so that if their solution was not correct they would have to fix the problem free of charge. I also told the technician I didnt want to spend a lot of money fixing it and would sell the refrigerator and not buy anymore Whirlpool products. He also told them that I purchased the refrigerator in 2019 which is not true it wasnt purchased until 2020. I am only asking that you keep your technicians word and replace the $150 part at no charge. Besides it was not diagnosed right the first time and the problem has not changed. Once again it is not a new problem it is the same exact problem.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2023

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

  I understand with having the same type of issue it can seem as a misdiagnosis.  I have reviewed internal and engineering **** notes with our Field Supervisors.  Multiple components can create the same type of failure.  From our experts and Whirlpools engineering department both components would have been required in your case.  As I previously stated, we do warrant our work for 1 year.  This is why you were not charged for an additional service fee or labor.  You were only charge for the part that was required to repair your icemaker on the second repair.  We have also contacted Whirlpool to request any additional coverage but they have declined.  

  At this time, all records show proper diagnosis was provided and charges do reflect the repairs that were performed to repair your ice maker.  

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20486912
  
  I am rejecting this response because:
  You still have not responded to the fact that your technician assured me that their would be no additional charges with this  because he involved whirlpool engineers in the diagnosis of the problem. I have no reason to make this up and will only accept that outcome as a resolution to this situation.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  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.

  My fridge is covered under warranty and Whirlpool contracted Flamingo Appliance (Formally Fields) to service the Fridge. First apt was over 2 weeks out. Tech came on Aug 3rd to diagnose issues. Basically told me he needed to order a bunch of parts. I was scheduled for 8/14 between ****pm and I confirmed app through their automated call. I waited home (missing work) for those 4 hours and no one showed up and I did not receive a call. I decided to call and was told that my apt was rescheduled to 8/22. This done without me knowing. I have explained multiple times that I have an 1 year old baby in the house and I have to have a working fridge. Both Rep's I spoke with gave no remorse nor gave options to try and reconcile the issue. All I was told is that the tech got sick and so they rescheduled me. I asked to speak to a SUP and was told they are unable to transfer calls. I asked why I wasn't called regarding my apt and neither Rep was able to give me and answer. I asked for them to file a complaint and have a SUP call me ASAP. I was told they would try. This has been one of the worst companies I have dealt with. No compassion, no care for peoples lives, not competent in their job functions, horrible protocols (or so I was told when I asked to speak to a SUP).

  

  Business Response

  Date: 08/15/2023

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

  I would first like to apologize for the inconvenience.  We completely understand the burden it can cause to not have a working refrigerator.  Your appointment was rescheduled in error.  We take full accountability for this and sincerely apologize for this error.  Our dispatch supervisor will be contacting you shortly and will get you back on schedule for tomorrow.  You will be receiving a call from us shortly.

  Thank you again for your understanding and patience.  Your time if valuable to us and it is never our intention to make a change without communicating this to you first.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 08/17/2023

   
  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:08/09/2023

  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 was issued a new whirlpool fridge and they sent it to Flamingo to have to be delivered and installed. They have delayed and pushed my delivery back over a month which has now turned into us not having a fridge for 3 months now. They text us giving us a delivery date and then cancel the day of. My window was ****. At 11 I got a text that it's cancelled. Terrible customer **********************. No one can tell me why.

  

  Business Response

  Date: 08/11/2023

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

  Thank you for contacting us regarding your complaint.  As a consumer and parent myself, I completely understand the frustration of not having such an essential appliance as a refrigerator is. We are also disappointed the appointment had to be rescheduled.

  The refrigerator was delivered to our facility by the manufacturer on 07/20.  Once the appliance was checked in, our product exchange team sent you a text on 7/26 to collect the important details needed to assure our team had the appropriate equipment to complete the installation.  Your appointment was then scheduled for delivery and installation for 08/09.  Unfortunately, the truck did have mechanical issues and roadside assistance was needed.  This was an unforeseen and not an ideal situation for all parties.  Due to this occurrence, the appointment needed to be rescheduled for 08/18.  Your time is valuable to us and it is never our intention to have to reschedule any confirmed appointments. I see the product exchange team have put you on our priority cancellation list.  Pending additional availability arise or cancellations prior to the 18th, our team will contact you immediately to provide a sooner appointment date.  

  We do appreciate your patience and understanding during this time.

  Kindest Regards,

  Flamingo Appliance Service 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20444902
  
  I am rejecting this response because due to the time table that you listed as your arrival window, the distance you have to drive, and the time you would have to leave ******* to deliver our fridge, you would have known by no later than 7 am there were truck issues.  The window for delivery was 8am-12pm.  It takes around 3 hours travel time.  I didn't receive a notice until 10:48 am and I have the texts saying that we were the priority delivery for the day and first on the list.  In all the communication it was not that there was an issue with the truck mid transit.  After communicating with your team, I was told that because of a merger in companies that the merged portion of the company was supposed to handle it but couldn't.  Whirlpool called your company and I was told by them that your company has been having complications with staffing.  Why take a delivery job and need to wait over a month to get it delivered?  The right thing to do would have been to make adjustments the next day to accommodate the failure to deliver, not push us off 9 more days.  That is not good business, nor is it fair to someone who has been waiting on you for a month now for such an important appliance for our home.  This is not a rug that would be nice to have, it is a fridge.  It just keeps getting pushed down the list of priorities (by not scheduling the initial appointment for 3 weeks after you received it, and then by pushing it back another 9 days shows me that our delivery is a non priority.)  It is not our fault we live that far away and the delivery route takes longer.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/15/2023

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

  I completely understand your disappointment with the rescheduled appointment.  Your timeframe was **** and we had full intentions of making this delivery by noon.  It is unfortunate but the truck did have mechanical issues while on the road.  As a consumer myself, I do relate to this frustration especially with this type of appliance being so essential to our daily lives. I also understand this does not help with your current state but as of today this Friday, 08/18 is the soonest availability we currently have.  We will contact you if any availability does arise sooner than the 18th.  As many companies in this industry, we have experienced availability delays.  However, we are doing everything in our power to improve on this as soon as possible.  This is a priority for us in order to service our valued customers within a reasonable time.  We are very eager and look forward to seeing you on the 18th.

  Kindest Regards

  Flamingo Appliance Service

• Initial Complaint

  Date:07/23/2023

  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.

  I bought my fridge in March, 2022. In May, 2023, my city had an issue at their water plant and we were told to use bottled water. I shut the icemaker off, not wanting contaminated water in my ice. When I turned it back on, the arm would periodically get stuck in the down position and would not drop this ice into the bin. I have an extended warrantee and they use Flamingo Appliance. I called for a repair and the man came out on about 5/24. Since there was still ice in the bin (I use very little ice) he said it was working and left. I continued to have to the same problem. Called again, and asked for a new icemaker, which he brought and installed. That new icemaker is not dropping the ice either. The arm stays stuck in the up position. When the same man came back on 7/21, he said there was ice in the bin and it was working. He seemed angry when I opened the door. He was rude and threatened to report me to Whirlpool for filing a false claim. Naturally, I was very upset. Since the new unit was installed, I have never heard ice drop or water fill the ice tray. All my appliances are Whirlpool and have NEVER had to deal with anything like this before.

  

  Business Response

  Date: 08/04/2023

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

  I am so sorry to hear you are having issues with the ice maker.  Your comment regarding the tech's conduct is alarming and we take this type of complaint very seriously.  We will be sure to review this case with the technician and correct any unnecessary behavior that *** have occurred.  We always strive to conduct ourselves in a professional and polite manner.  I do apologize if that was not the experience you were given.  

  I see a different technician was at your home on 08/03 and replaced the ice maker again.  Please let us know if your unit is still not making ice or if it is currently working as designed.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 08/04/2023

  Flamingo sent a different Tech who determined that the ice maker that was previously installed was defective and quickly replaced it.  As of now, it seems to be working fine.  I would like to thank the people at Flamingo, and especially ***** (who came here Monday and yesterday) for their kindness and helpfulness in resolving the problem.  And also thanks to BBB for their intervention.  You are all awesome!!

  Customer Answer

  Date: 08/04/2023

   
  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.

  
  Flamingo sent a different Tech who determined that the ice maker that was previously installed was defective and quickly replaced it.  As of now, it seems to be working fine.  I would like to thank the people at Flamingo, and especially ***** (who came here Monday and yesterday) for their kindness and helpfulness in resolving the problem.  And also thanks to BBB for their intervention.  You are all awesome!!

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

• Initial Complaint

  Date:06/27/2023

  Type:Delivery 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 showed up an hour late and then proceeded to tell me I had 5 minutes to be there and they left. Now they won't answer my calls.

  

  Business Response

  Date: 08/04/2023

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

  I have looked into your service history.  The timeframe you were provide was 8-5.  We typically provide a 3-hour timeframe however in your case we received your dispatch late on 6/26 and we were able to squeeze you in next day 6/27.  The technician did attempt to contact you at 4:36 and waiting 14 minutes.  Once the office was able to connect with you the technician was not able to continue to wait for your arrival.  You have spoken to several of our employees and due to your conduct and unprofessional manner of communicating with our staff, we felt this was an unsafe environment for our staff and technician.  We advised that you can contact the manufacturer to request a different service provide.  This is typically not a standard for us however we do value the safety of our staff and no longer felt comfortable entering your home.  

  I wish you the best and hope you were able to have your  ice maker repaired.

  Kindest Regards,

  Flamingo Appliance Service.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20245383
  
  I am rejecting this response because: regardless of what time you called, you were an hour late and wouldn't wait 5 minutes. If you think I'm gonna accept that as a professional response for being an hour late and telling me I have 5 min to get there, it's not acceptable. Yes I was upset because of your unprofessional and disregard to make the situation right.  I will be accepting nothing less than you returning during regular business hours and taking care of the client. I apologize for my attitude that day due to your ignorance and refusal to return to a property that you were late to and the client was 5 min away, but as far as feeling unsafe, I get that. You guys get scared and hide behind the girls answering the phones. It's actually even more distasteful than the fact that a supervisor never called me. You guys played with me and played with me until I blew up and now you're too scared to go to the property? Sorry but I can't say the word we have for that where I come from.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/04/2023

  The appt was 8-4 and you called at 4:36 and said you were 30 min away... that puts you there an hour late. Please don't defend your tardiness as that's what caused this entire issue.

• Initial Complaint

  Date:06/20/2023

  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.

  I have been working with this company for over two weeks and they have not been able to repair my fridge and do not return calls in a timely manner. We have an insulin dependent person in this household and we have been without a fridge for over two weeks and now they just cancelled my appointment that I had for Friday without asking me first. They were supposed to first thing this morning contact Whirlpool to order the part and overnight and nothing was done. I have called multiple times, the agents that pick up the phone hang up on you (I've had 3 hang *** today) - the customer ********************** is the worst in the industry. I need my fridge repaired no later than Friday.

  

  Business Response

  Date: 08/04/2023

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

  I am sorry to hear you are experiencing issues with your refrigerator.  I completely understand the frustration with this due to the appliance being so essential.

  ************** was at your home on 6/09 to properly diagnose the failure with your appliance.  Parts were order and you were rescheduled for 06/14.  On 6/13 we were forced to cancel the appointment due to parts not arriving in time.  We are fully at the mercy of the manufacture regarding part availability.  Once the compressor arrived, it arrived defective which caused us having to reorder the part from the manufacturer.  This found during your 6/20 appointment.  ************ was contacted to help expedite the compressor however we received no response.  On 6/26, the technician received another compressor and replaced the part on your refrigerator.  The following repairs to your unit was due to a manufacturer project regarding the ice maker and the door gaskets.  In order to repair door gaskets, we had to order new doors.  These are made to order and take 6-8 weeks.  The manufacturer will not allow any expedited requests for door orders.  I see we have an open service ticket for your ice maker.  The ice maker has been ordered and we are schedule to replace this component on 08/07.  Again I completely understand the frustration with not having a working refrigerator but we are fully at the mercy of the manufacture regarding part availability and quality.  We look forward to seeing you on 08/07 to complete the ice maker repair.

  Thank you

  *******************************

• Initial Complaint

  Date:06/07/2023

  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.

  On 6/2/23, my KitchenAid cooktop blew out leaving an F47 error. We called KitchenAid as our cooktop is under a 3 year extended warranty. KitchenAid scheduled a repair of the cooktop for 6/7/23 with Flamingo Appliance. A technician by the name of ***** came out. Upon entering my house, he went to the cooktop and immediately said Im not fixing this and said this isnt under warranty. I explained to him that we have a 3 year warranty. He was argumentative and said I needed to call *** to have someone come out. I called my husband to discuss it with ***** since he is more familiar with this. The man got on the phone with my husband and said your wife or whoever she is in a demeaning and derogatory way before telling him about the warranty. I did not feel comfortable being home alone with this technician in my house so I did ask him to leave. I contacted Flamingo to request a different technician; however, ****** again was unhelpful. She even advised that this happens all the time. If this happens all the time, then clearly this is a significant customer ********************** issue if technicians are arriving to customers houses in this manner. She also told me I need to get information to reschedule the dispatch. However the dispatch was scheduled by our warranty producer. So, they put it on me to get information. I requested they handle this problem and she said she couldnt. I asked to speak with a manager and was informed someone will call us back. I asked if she needed my information and she stated obviously I have your information. How do you think we were dispatched to your house. This company had been one we previously used and the prior technicians were wonderful. However, this experience is the reason I will never use Flamingo Appliance and will ensure anyone I know is aware of to avoid when they need appliance repair. As of now, I have a cooktop that is under warranty that has 2 burners not working as a technician/company refused to repair it.

  

  Business Response

  Date: 08/04/2023

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

  I would first like to apologize for the poor experience you had with our company.  That is never our intention and I can assure you this does not happen all of the time.  I am also very concerned with the comments you shared while speaking with one of our customer ********************** representatives.  I did try to pull the recording to listen to the call but was unable to.  The number we have on file is ************.  Did you contact us with a different number?  Please share if you did so we can pull the recording and identify who the individual was.  We pride ourselves on professionalism and providing our valued customers with care and consideration.  If this did not occur we would like to recitify immediately.  

  Looking at the history it does state you having an extended warranty coverage.  The extended warranty companies will not allow us to create service calls for those customers, they must come directly from the consumer to the extended warranty company.  It is not that we do not want to, it is a contractual obligation we must uphold.  

  I have shared your comments with the field manager to investigate on his end. We would love for you to allow us to come to your home if you are still having complications with your cooktop.  Please let me know if you are able to have another dispatch sent to us and I will be sure a different technician is assigned to your appointment.

  If you would like to speak with our escalations team, please feel free to contact us and one of our dedicated supervisors will be happy to assist you further.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:05/31/2023

  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.

  This company is the local whirlpool contractor for warranty issues. I had them come out to replace a recalled part last year and after they left, but dishwasher started leaking all over my kitchen. I contacted them immediately and they said the could get anyone back out for weeks. When the date finally came they canceled on me, I don't remember why. After trying to reschedule, which I waited weeks to get then back out they couldn't. I finally contacted ********* and told then the issue they just replaced my dishwasher with a new one. Fast forward a year or so, and my new one needed a simple part replaced. They sent Flamingo back out and the tech replaced the control panel and decide to also replace the soap dispenser. The next day my dishwasher leaked all over the floor.....again! They broke my new dishwasher too! I called immediately and was told that they could send someone out in 4.5 weeks. I told them that was totally unacceptable, and have been on many hours of phone calls with Whirlpool and the store I purchased from and no one can seem to help me. I don't want flamingo to touch my dishwasher ever again. Their customer ********************** is awful and they are clearly understaffed. The have never actually "fixed" anything, they just cause more problems. Whirlpool needs to find a new contractor to work with asap.

  

  Business Response

  Date: 08/04/2023

  Summer *******,

  We are so sorry to hear about your experience with our company.  This is never our intention.  I do see the extended turn around time to have a technician come back to your home.  Unfortunately we do have limited availability due to staffing shortage but we are doing all we can to bring on more experienced technicians to improve our availability timeframe.  We fully understand the inconvenience this causes our customers which is not acceptable to us.  

  Our records show a tenured technician did visit your home on 06/12 and repaired a loose dispenser on the inner door assembly and all checked to be working as designed.  Can you please confirm if after this visit the leak occurred or was it on a previous repair?  With your response, we will conduct an investigation to track what occurred.

  Kindest Regards,

  Flamingo Appliance Service