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.

  5911 Country Lakes Dr Fort Myers, FL 33905-5507

  
• 

  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:05/17/2023

  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.

  Invoice job # *******, $482.50 + $506.63 = $988.80 9/23/22: Diagnosed by Flamingo technician as inverter & control board, the technician order the boards and said he will be back with them in 2 weeks, charge us partial at $482.50. 10/5/22: Technician came back and installed the new inverter and control board. The technician left a board, and said he had to take the other board. Charged us remaining $506.63. Flamingo technician said he had to take the old inverter board to return to the manufacturer, he left the old controller board.The refrigerator never worked after Flamingo put in the boards. The new boards never worked. We called Kitchen Aid directly, they said it obviously wasnt the boards, Flamingo technician miss-diagnosed problem.6 attempts to resolve this ************* cost issue. We had several requests for a refund. Flamingo is not responding to us.We have had 3 independent reputable companies tell us Flamingo Appliance misdiagnosed the problem, it was never the controller or inverter board, it was only the seal system, and ask for a full refund from Flamingo. After Flamingo said it was the seal system, they would no longer respond to us, or our requests for a refund for the invertor and controller boards. Only promises that a manager would call us, which they didnt.We had AAA Century Appliance fix the seal system. The receipt from AAA Appliance for their correct diagnosis and repair of the seal system is attached. The refrigerator / freezer works now that the seal system was fixed. It cost us $2,500 for AAA Appliance to fix the seal system.Since it was the Flamingo technician misdiagnosis, we would like the labor and parts cost of $482.50 + $506.63 = $988.80 refunded to us.The Flamingo technician took our original invertor board to return to the manufacturer. The controller board is here. Although Flamingo wont talk to us.The debit card company can't help because we "authorized" the transaction, even though the service was faulty.

  

  Business Response

  Date: 05/26/2023

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

  We do take this type of complaint seriously and have reviewed your complaint in detail with our field management team.  The service history does state our tech went out on 10/5/22. Our tech installed a new inverter & main control due to the compressor not running. After that repair, the tech left the unit in working condition.  Approximately 4 weeks later, the unit seemed to fail again. Tech returned on 11/8 and found the refrigerator was not cooling and needed a SS repair.  The tech provided an estimate which you declined at that time.    

  I see you did speak with our escalations and management team.  Out off good faith, you were offered a $250 credit.  Looking at the findings of the first visit, ************** did follow proper diagnosis protocol.  In addition, the unit was functionally working for several weeks after the first visit.  This does present that there were multiple reasons causing the poor performance with your refrigerator.

  We hope this helps clear up any confusion and your refrigerator continues to run with no further issues.

  Kindest Regards,

  Flamingo Appliance Service

   

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20071763
  
  I am rejecting this response because:

  Hi Flamingo Appliance, apparantly you did not read all my notes and supporting documentation I provided. The refridgerator freezer never worked after the inverter and controller board! We are backed-up by Kitchen Aid, Smart Technologies, and AAA Appliance (invoice attached), who did the correct repair..Please read the attached! I am asking for a justifiable full refund, 

  Kitchen Aid told us it was not the controller and *************** His name was *****. ***** said it was the seal system all along

  Smart Technologies, his name was JR, told us it was never the controller or inverter board, that it was the seal system all along.

  AAA Century Appliance also told us it was never the controller or inverter board, that it was the seal system all along. They fixed the seal system for $2,500.

  We ask for the full $988.80 to be refunded to us for the misdiagnosed inverter and controller board.

  Also, why do you not respond to phone calls? Totally unprofessional!

  Read the documentation.

   

   

  
  

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

• Initial Complaint

  Date:05/16/2023

  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 03/19/2021, I purchased a Maytag washer from Gooddeals Appliances in ***************, **. On April 12, 2023, I called Gooddeals because the washer would not stop filling up and would not drain properly. I have the Gooddeals 5-year Epic Protection Plan. Gooddeals then referred me to Epic Service who then referred me to Flamingo Appliance Service. A Flamingo repair representative came on April 24th to assess and repair the problem. He was here for approximately 30 minutes. After two weeks, the ceramic tiles in the laundry room started to crack and the subfloor began to swell and break down. It is clear that the service person did not check the hose connections after the repair. Because the connections were not tightened properly, I am requesting that Flamingo Appliances access and repair the damage. Please attached photos of the damage. Thank in advance for your immediate attention.

  

  Business Response

  Date: 05/26/2023

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

  We are very sorry regarding the damage that was caused to your property.  We take this very seriously and would like to take immediate action.

  Your case has been sent to our Safety Department.  An email was sent to you providing you with an settlement or providing alternate options.  Please let ** know if you have not received this email so we can get this handled as soon as possible for you.  Our Safety Manager, ***********************, will be the direct contact.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:05/07/2023

  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.

  I hired Flamingo Appliance a few months ago to repair my Kitchenaid dishwasher. I did that because the company is the only registered Kitchenaid repair company in the area.I have an old, but barely used Kitchenaid Dishwasher - it is in excellent condition but as it had been standing in an empty apartment for many years the door springs malfunctioned with regular use. I hired the company late last year and they sent a technician who repaired the springs with ZIP TIES. The zip ties lasted a few weeks and failed. I called the company out again, and they sent the same technician who made the same repair with zip ties - he ASSURED ME that this fix would work ( it is not clear if the zip ties approach is the official Kitchenaid repair, or his home grown idea.)The second attempt lasted a few months and failed again.I contacted the company and was told that the labor warranty is only 90 days - so they are willing to fix it, but I will have to pay ANOTHER $250 or so for the team to come out. Apparently, the previous technician has left, so he cannot be asked about the repair (and presumably they dont keep any records either.)My expectation is that the repair be provided using official Kitchenaid parts / repair guidelines, and when an improvisation is made, that the company stand behind the improvisation for longer than the "labor warranty" of 90 days - if i pay $250 or more for a repair, it is reasonable to expect the repair to last a few years, not a few months.

  

  Business Response

  Date: 05/10/2023

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

  We are sorry to hear if your experience with our company was not a positive one.  That is never our intention and we take this type of complaint very seriously.  Please accept our apologies for any inconveniences.

  It is concerning to ** to hear the previous technician used zip ties to correct broken springs.  We have brought this to our Field Service Supervisors attention and he would like the opportunity to visit your home and personally ***** the unit.  He can also perform any needed repairs.  Out of good faith, we will waive our $149 service fee for this visit.  You would only be liable for the cost of any parts or labor if you do choose to proceed with any repairs. 

  A member of our escalations team will be contacting you today to make the arrangements for the 5/12 service appointment pending your availability. We look forward to speaking with you soon in order to rectify this situation as soon as possible.  

  Kindest Regards,

  Flamingo Appliance Service

   

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20029948
  
  I am rejecting this response because:

  I am glad to see that the business is also disappointed with their previous technician using zip ties to repair springs  - but they want to charge me the going rate for any repairs they make - I disagree - they should deliver the service I have already paid for - not charge me twice for the same service. 

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

  

  Business Response

  Date: 05/16/2023

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

  Our escalations team has been attempting to contact you to resolve the issue you are having with your dishwasher.  We are not charging you the service fee again for the Field Supervisor  to assess your appliance.  You would only be liable for the cost of any parts or labor may be needed to perform any repair services. You will not be charged the service fee again.  Please feel free to contact ***** from our escalations team to proceed with scheduling an appointment with our Field Service Supervisor.

  Thank you

  Flamingo Appliance Service

• Initial Complaint

  Date:03/23/2023

  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.

  Job # *******. Flamingo Appliance Service was supposed to respond to a warranty claim and replace damaged glass for a Jenn-Air 30" Single Wall Oven Model #: JJW3430IL. Appliance was installed on 2/23/2023 and the damage glass was identified upon installation. Flamingo was supposed to initiate a warranty claim and order a replacement part the same day. Flamingo made a false statement that the replacement part had arrived and was set for installation on 3/7/2023. A crew from Flamingo mobilized on 3/7/2023 but did not bring the replacement part with them. Installation was rescheduled for 3/9/2023. Flamingo made another false statement that installation was cancelled on 3/9/2023 because the assigned service technician had a personal emergency and did not provide a substitute technician. On 3/9/2023, after further investigation, it was determined that the replacement part had not been received and was en route with an estimated delivery by 3/15/2023; installation was rescheduled for 3/21/2023. As of 3/23/2023, Flamingo has failed to provide freight tracking information to substantiate the replacement part has been ordered and is en route, or any explanation for the persistent misleading statements and false narrative. As the sole appliance service company authorized by the manufacturer to complete warranty claims in the geographic region, the consumer has no recourse to seek remedy through an alternative company and creates a single point of failure.

  

  Business Response

  Date: 04/10/2023

  Dear *****************************,

  We are very sorry to hear that your service experience with us was not to your satisfaction.  Upon investigating your service history, we see our Key Accounts team has been diligently working with your builder and Jenn-Air regarding the part delays we have experienced.  We fully understand how these part delays can cause you frustrating inconveniences which is never our intention.  Unfortunately, we are at the mercy of the part distributors and manufacturer regarding part quality and availability.

  Between 2/21 and 2/23, an in warranty appointment was created and part ordered.  The manufacturer provided us an ETA of the needed parts of 2/27 & 2/28.  This is what caused rescheduling of your 2/27 appointment.  The required parts did arrive on 2/28.  After part was received, our warehouse staff did find one of the parts to be defective and would need to be reordered.  We then again received another defective part and had to be reordered.  This again caused your appointment to be rescheduled.  We found the part has been re-ordered and received.  Our warehouse has communicated with our Key Account Representative the part have finally arrived without defect.  We understand you were requesting a tracking number and our team did make this request with Jenn-Air several times.  However, it has been received and communicated to you on 4/03.  We have provided Jenn-Air and your home developer photos of the parts and are scheduled to complete this repair on 4/18.  You have been put on the cancellation list.  Pending any customers cancel in your area before 4/18, we will contact you to improve your service appointment date.

  We thank you for your patience and want to assure you we have taken all actions allowed to us to acquire the correct part with no defect.

  Kindest Regards,

  Flamingo Appliance Service 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19642521
  
  I am rejecting this response because: the replacement part was received on 4/5/2023 and Flamingo delayed scheduling the service call for 2-weeks until 4/18/2023.  Disgusted with their incessant delays and unwillingness to do the right thing.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/17/2023

  Dear *****************************,

  We fully understand the turnaround for the service appointment is not ideal.  We do apologize about this.  Due to the nature of the current time, we have limited resources in the field.  This is something we are not pleased with either and doing all we can to improve service availability.  You have been put on the cancellations list.  Our dispatch department will contact you pending any cancellations in your area.  Unfortunately, we have not been able to complete *********** due to multiple damaged parts that were received. Our warehouse has received the undamaged glass and we have sent pictures to Jenn-Air. 

  We look forward to repairing your appliance tomorrow, 04/18.

  Thank you for your patience and understanding.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising 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 is the local servicer of my KitchenAid appliances. My refrigerator stopped working in mid-February. KitchenAid/Whirlpool arranged for a Flamingo technician to visit my house on February 28. He hardly touched the machine but assured me that he would order the necessary parts and advance the repair. Three weeks later, after waiting for back-ordered parts to arrive, the technician actually showed up and refused to install all of the parts that had delayed the repair. I remain without a solution and can only feel like my time is being wasted and the technician simply does not want to do the work. Based on other complaints I am reading on the Better Business Bureau, Flamingo/Whirlpool/Kitchen Aid has a pattern or practice of giving the runaround and kicking the can down the road.

  

  Business Response

  Date: 03/27/2023

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

  We are very sorry to hear that you have not had a positive experience with our company.  That is never our intention and we take these types of complaints very seriously.  

  I do see you spoke with our Escalations team regarding your concerns.  You are scheduled for service on 3/30 and the Field Service Supervisor will be attending this repair as well.  He will supervise the final repairs and assure all the needed parts have been ordered.  He will also verify if in fact this was a misdiagnosis.  Please accept our apologies for any inconveniences and delays you incurred.  

  We are looking forward to seeing you on the 30th and repair your refrigerator to be working as designed.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19632055
  
  I am rejecting this response because: on March 30, two technicians (including, presumably, the supervisor) visited my house to perform what I was assured prior to the visit would be the final repairs. They did not complete the final repairs and did not have the necessary parts, specifically a compressor -- the same compressor that I waited over two weeks for arrive and was in the technician's van the previous visit but he refused to install it. My wife was told that they would come back "next week" for those repairs. This is further proof that Flamingo's repair service is incompetent. I am now over a month into the process without a resolution.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/10/2023

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

  We completely understand the frustration and do apologize for any inconveniences.  It is never our intention to provide service that is less than satisfactory. We have been in business providing quality service for over 15 years.  It is upsetting to discover you did not experience our high level of service.  We will be taking your feedback to focus on any areas that need to be improved to better service our valued customers.  

  Per the Field Supervisor, your refrigerator will require a full Seal System repair.  The parts for this repair have arrived and the Supervisor is scheduled to service your refrigerator on Thursday, 04/13.  This repair does include the correct compressor that will be needed.  

  We will take all measures to complete *********** or follow though on any next steps that *** need to be taken.

  Kindest Regards,

  Flamingo Appliance Service.

• Initial Complaint

  Date:02/27/2023

  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 Jan 30th I contact Flamingo Appliance Service regarding my dryer which is only 9 months old not heating and the timer k*** not moving. I informed them that it was turning on but it would only blowing cold air. The earliest date they stated they would be able to come out would be Feb 13th. 2 days after that I received a called stating they would have to cancel that appointment because they forgot the company was closed on Feb 13th. They gave me another date of Feb 15th which they called & canceled again on Feb 14th stating they service tech couldn't make it. When the Tech finally did come out on Feb 24th he stated he was not informed that my dryer was not heating even after I informed the company 3 different times. He stated the parts were in the warehouse but that he did have the new timer k*** which he replaced. He than gave me a date of March 23rd that he would be able to come out to finally fix my dryer. I asked him before he left if he was sure the new timer k*** he put in was working & he said yes but of course after he left I checked it myself and no the timer k*** is not work. I have asked for a supervisor to call me and no one has. It's unacceptable to have to wait 2 months to have a dryer repaired. I have had to reschedule my work 3 different times - I have had to take my family's clothes elsewhere just to dry them. I feel that they are giving me the run around with the hopes that my warranty with run out before they have to come out and really fix my dryer. All I want is for someone to come out and fix my dryer & stop giving me all these stories about why they can't. I work in the service field and at no time does any of our customer/members have to wait 2 months for anything - They don't even have to wait 2 weeks. I know they have the parts because the service tech told me that they are in the warehouse and one of their C.S.R told me that they really dropped the ball on regarding my dryer issue.PLEASE HELP

  

  Business Response

  Date: 03/13/2023

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

  I would first like to apologize for the inconvenience you are experiencing with your dryer repair.  Like many business, we are experiencing delays with availability.  However, after looking at the history of *********** I do feel we could have done better.  Unfortunately, we are not able to control the technician calling out sick.  The notes on your ticket does clearly state unit was not heating.  The technician has full visibility of those notes and should have ordered the heater when he ordered the timer.  I will be following through an looking at our call history to assure a supervisor did contact you within 24 hours of your original request.  We are expected to return all calls same day or next day if request was made after 3pm.  I do see you spoke with  ******** on 02/28 and again with ***** on 3/13 from our escalations team.  Once again the tech called out again today.  I assure you these instances are not being caused based off the date your warranty expires.  This repair will fall under warranty and will be at no cost to you.

  I would like to offer you a $50 gift card out of good faith.  I hope this token does help.  We will be sure to contact the involved parties and utilize this as a coaching opportunity.  We pride ourselves on our elite level of customer **********************.  If our valued customers such as yourself does not experience this, we take immediate action to provide feedback and training to those in need.  Thank you for your comments and patience.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising 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.

  Absolutely horrific service. I have had a broken refrigerator (with two young children in my home) for 2 months. Every time Flamingo comes out to service the refrigerator they change a part, the refrigerator freezes again within 24 hours, and Flamingo needs to schedule another appointment. There is never an appointment available for at least 2-3 weeks they come back out, change a new part, the refrigerator freezes again. This an ongoing loop. Horrific service filled with excuses. If I wasnt FORCED to use them by Whirlpool I would NEVER use or recommend Flamingo. The worst.

  

  Business Response

  Date: 02/07/2023

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

  We first feel terrible that you have been having multiple issues with your refrigerator.  We fully understand the burden it can cause you and your family not having a functional appliance that is essential in your daily lives.  I have looked into your service history and seems there were multiple causes for the freezing issue you have been experiencing.  ************** has communicated this with the manufacture engineers and they have recommended to also replace the 3 way valve which was done on your last service appointment.  We are contractually obligated to follow all recommendations from the manufacturer.  I do see you have since communicated with our Branch Manager and a supervisor is scheduled to re-assess your refrigerator on Wednesday, 02/08.

  We fully understand and sympathize with the scheduling turn around time.  Like many businesses, we have struggled with staffing which has affected our availability.  It is something that we are certainly not satisfied with and doing all we can to bring in more qualified technicians as soon as possible in order to improve our schedule availability.  

  With the assistance of our Field Supervisor we will follow through with your refrigerator repair needs and advise you of the next steps based off of the diagnosis from the 02/08 service appointment.

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:01/04/2023

  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 Service, Inc. was called to repair a refrigerator on Nov 4th 2022. They did a service call a week later and needed to order parts. Now on December 9 th they came out to fix the fridge. Once they finished, Flamingo told me the fridge was fixed. 24 hours later the fridge was dead again. They returned two weeks later and replaced more items. Again I was told it was fixed. This repair lasted less than 1 week. They have been out 3-4 times to repair and still have not fixed the fridge. They refuse to call me back. This is the worst service I have ever seen. I have called 10 times to get this repaired, I requested a supervisor to call me, the General manager, and the owner to call me. Not once have they called me back. The repair bill was $914. They were paid $382.50 plus $149.00 for the service call. bringing my balance to $382.50. They have not repaired the Fridge as they will not come back out to fix the unit. Each time I call them I get more runaround and nonsense from them. I called 5 times on Monday only to be told on the 5th call that the office was closed. I have now spent an additional $107.96 to get a rental fridge in the house until they get around to fixing this one. I would like the $531.50 (paid to them) plus the $107.96 (Rent-a-Center) refunded, the fridge repaired and the balance zeroed. I have spent $639.46 for their failure on fixing the refrigerator. It seems they are now just replacing random things because they have no clue what they are doing. We are going on over 60 days since they first came out to repair the fridge. The first call to them was on Nov 4th, 2022. It is now January 4th, and the fridge is not working. Their failure is costing me time and money for them not setting a priority repair for this to be repaired. Enough is enough.

  

  Business Response

  Date: 01/16/2023

  Good Day *******************************,

  We are very sorry to hear your refrigerator is not functioning as designed.  We completely understand how essential this type of appliance is for our day to day needs.  Refrigerators can fail to cool due to multiple reasons, I see ************** did note that you did not proceed with the initial repair due to needing to send documents to your insurance company for coverage.  However, I see on 12/14 ************** did complete a full seal system and charged the fridge with 6oz of freon.  On 12/23 ************** returned to find a leak and installed a new freezer evaporator.  It is so unfortunately, that the unit is still not cooling after these repairs.  I have escalated this to our Field Supervisors for further review.  You are scheduled for service on 1/16 between 11-1.  I have added a note to the technician that he must contact Whirlpools engineering department to document his findings and repairs.  Whirlpool will then advise us if further troubleshooting is needed or if we have completed all repairs that would have been needed.  At that time, Whirlpool would contact you for next steps if no further repairs are recommended by the engineers.  I will follow up with the field supervisor and contact you once we have completed our investigation of your service history.  

  Kindest Regards,

  Flamingo Appliance Service

• Initial Complaint

  Date:12/13/2022

  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 have a less than one-year old Whirlpool Dryer. There were problems with the heating element and the guy came to fix it 2-weeks ago. He had to order parts and they arrive a few days ago and the company installed them. Her it is, 4 days later, and my dryer has no power at all. The company said they will come back in another 4 days.....but they may not have the parts needed to fix it. I'm sorry, but this is completely unacceptable. 3 days wasted when the job keeps getting re-done.

  

  Business Response

  Date: 12/20/2022

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

  We have reviewed the details of the services performed on your dryer.  We do see the technician was at your home on 12/08 and found the heat pump was not functioning properly.  The heat pump was replaced and unit tested to be working as designed.  You did contact our company on 12/13 advising the unit is no longer functioning.  A representative created an appointment scheduled for the next available day which was 12/16.  Our technicians do carry the most commonly used parts on their trucks, however it is not guaranteed the part that *** possibly be needed for a repair would one of those most commonly needed parts.  In this case, we would then have to order after diagnosis was provided.  Our technicians do need to assess the unit to provide a final diagnosis of what seems to be wrong with the unit and what part if needed if any.  This is standard industry practice.  On 12/15, you cancelled the appointment and also sent us a text on evening of 12/15 advising us you cancelled your appointment.  

  We would be happy to assess your unit if you feel it is not working properly.  Please feel free to contact us via phone or text advising if you would like to proceed with service and we can re-open the service ticket for you.

   

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 12/21/2022

   
  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:10/30/2022

  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.

  Subj: Request to refund $852.07 for unnecessarily repairing an unrepairable KitchenAid Refrigerator. 5 Attachments: 1) Flamingo Appliance (FA) Invoice of 12/2/2021, 2) Emails with FA, 3) 1/10/2022 Letter to FA, 4) 1/17/2022 Proof of Whirlpool Pickup and 5) 2/22/2022 Letter to Citi. On 12/2/2021, Flamingo Appliance ordered the unnecessary replacement of a working compressor and sealing system without conducting any tests for refrigerant leaks and without consulting Whirlpool Techline within minutes of arrival at our home. FA only briefly turned on the refrigerator that was powered off for over two weeks and found the compressor and air flow working normally. The parts were repalced on 12/9/2021. But the refrigerator stopped cooling within days from refrigerant leak exactly as it did before replacing the parts. I reported the failed repair to FA on 12/20/2021. FA returned on 1/3/2022 and upon finding no fault/leaks with the newly replaced parts, contacted Whirlpool Techline. Whirlpool Techline identified the leak to be elsewhere internal and unrepairable. Whirlpool subsequently condemned the refrigerator and picked it up for destruction on 1/17/2021. Had Flamingo Appliance conducted leak tests on 12/2/2021 and contacted Whirlpool Techline if needed, the unnecessary repair of the unrepairable refrigerator that was condemned for destruction by Whirlpool could have been completely avoided. As per FA guarantee, FA owes me a full refund of the unecessary and high cost of repair charged to me. Despite my many attempts with Flamingo Appliance and even after filing a billing dispute with ********* Card, Flamingo Appliance still refused to offer a refund for thier own mistake of repairing an unrepairable refrigerator. **** informed me that once a charge had gone through, **** can only request the supplier for a refund and cannot enforce it.

  

  Business Response

  Date: 11/07/2022

  Good Afternoon,

  We have conducted a full investigation regarding the repairs performed on your refrigerator 12/02/2021 through 01/03/22.  We have determined the technician did follow an accurate diagnosis process on the initial 12/02/21 service appointment.  After his analysis was completed, it was confirmed a new seal system was needed.  The technician replaced parts and completed repair on the 12/09 service appointment.  This repair ended with the unit working as designed.  

  On 12/20 you did contact Flamingo Appliance Service stating the refrigerator was not cooling and needed the technician to return.  We are sorry to hear of this and completely understand the inconvenience involved with not having a working refrigerator. 

  The technician did return to your home on 01/03/22.  At this time, he did contact ********************************** for additional trouble shooting.  Whirlpool confirmed that we performed the repairs that would have been needed and it seems the unit was no longer repairable. When a unit leaks Freon it draws in moisture which damages the compressor and contaminates the evaporator. With this being said, replacing the compressor, evaporator, and drier were required. They were in fact damaged. Only once those parts were replaced and the unit began to fail were we able to diagnose an internal leak which was deemed non-repairable. Without those components we would not have been able to come to the conclusion with the factory.

  With the findings of our investigation, we are sorry to inform you we will not be able to provide a refund due all proper steps were followed by all parties involved.

  We understand this is not the conclusion you were requesting, however, the diagnosis process and initial repairs were appropriate due to the damaged components and type of failure of the appliance that were found.  

  Best Regards,

  Flamingo Appliance Service Management

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18334749
  
  I am rejecting this response because: Flamingo Appliance Management had missed crucial facts and events inclduing of messages to and from a Flamingo Appliance cell phone number in arriving at their conclusion in error inadvertantly. 

  I have attaached a detailed response in a PDF file, "11.16.22 Response to Flamingo Appliance.pdf", wherein I explain why it is only fair for both parties that Flamingo charge me $150 for the visit on 12/02/2021 and refund the remaining amount. 
  
  Sincerely,
  
  *************************

  PS: Please let me know if you received the attahed pdf file in good order. Thank you. 

  

  Business Response

  Date: 12/06/2022

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

  As stated in our response, we are not able to provide a refund for the labor that was performed.  The installed parts were not damaged.  They became damaged after installation due to the freon leak.  This leak would not have been detected if we did not replace those functional components.  Per the manufacturing engineering department that the technician consulted with, we have completed all the repairs that would have been required and no other repairs would be necessary since the unit was then deemed unrepairable.  This is after we confirmed with Whirlpool of our diagnosis and work that was performed on your refrigerator.  Next step would be for you to coordinate with the manufacturer so they can advise you of what the next steps would be. 

  At this time, we have concluded that the correct steps were taken and we consulted with the correct parties to assure nothing was missed or misdiagnosed.  We understand your frustration of having to incur the cost for the work that was done however you did proceed with repairs and ************** did facilitate the work.  

  Kindest Regards,

  Flamingo Appliance Service 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18334749
  
  I am rejecting this response because: Misunderstanding by *** Management of the Issue that I Raise of the *** 90-day Warranty for Labor, please see attached 2-page letter including Table 1 on page 2. Please let me know if the letter attachement in PDF is not recieved in good order. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/20/2022

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

  We completely understand your frustration with having to incur cost in order to end with the unit being unrepairable.  I have reviewed your case again with our Field Director to assure nothing was missed or done incorrectly during your service experience with our company.  We have come to the same conclusion that the seal system repairs must have been done in order to provide Whirlpool with the necessary information they would need to deem your unit unrepairable.  Our 90 warranty policy warrants ************** returning to your home to replace any parts that failed.  In this case, the parts were functional however it was a different issue that was causing your no cool.  Again, the only way that would have been determined if the seal system was completed.  In the end, we do empathize with your situation and after further assessment we will provide you with a 35% discount on the labor as a one time courtesy.  This would be a total of $300.  I have sent a request to our accounting department to refund the $300 to the credit card that was charged at the time of repair.

  We hope you agree this is a fair and reasonable offer in this situation.  You should expect to see the refund on your credit card within 3-5 business days.

  Kindest Regards,

  Flamingo Appliance Service

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:
  
  While I do not agree with the company's reasoning about replacing parts enmasse without actual diagnosis, I accept their resolution of refunding $300 to resolve this complaint so that this can be brought to a close. The labor cost would have been a lot less if only the parts that were found damaged were replaced. For example, the compressor was not damaged (no tests were done to prove otherwise). I sincerely urge the company to revise their protocols so that such situations can be avoided in the future. 
  
  Sincerely,
  
  *************************