Complaints

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:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Address listed on ** authorized service dealers:Nickel Solutions, LLC dba Road Runner Appliance Repair *********************************************** Appliance came out on 12/2/24 for a washer/dryer cleaning.After some time the tech came out and stated that the washer plate was fused and unable to be lifted off for the cleaning procedure. We elected to not proceed with the dryer cleaning; and the tech stated there would be no charge, and left.Upon inspection later that day. The cap on the washer plate is broken in multiple places and the metal/aluminum area that the cap fits in is magled, bent, and torn. The bolt that holds the plate down is also missing. Contacted the company and they stated that they would overnight a new cap to **** have yet to recieve the cap and it has now been around 48 hrs. I sent them photos to show that even if I get a new cap, the integrity of the metal/aluminum is so damaged that a cap will never fit securely. I repeatedly asked for a tech to come back out; as the washer is now non-functional and heavily damaged. They stated that they would have to charge $$ for a tech to come out.We now are unable to reach Road Runner by phone or email. We get no response, no call back. Upon reviewing our home video monitoring footage; we can see around 11:02 a.m. when the tech calls someone about the damage to the washer and eventually says "I don't want them charged, it's the least I can do."The tech and the young man(?) who was with him obviously knew the state that the washer was left in and did not duly notify us of the damage. If the broken cap had somehow 'not come off' we might have never known of the damage underneath. We have to assume they were hoping that it would just all stay 'put together.'We now are without a working washer and will seemingly have to purchase a new one. We expect the company to make this right and either fix what they broke (which is more than a $20 plastic cap) or to give us a fair market value price for the washer.

  Customer Answer

  Date: 12/06/2024

  Road Runner contacted me via phone and offered to write a check for approximately the fair market value of my washing machine.  In addition they are returning/ replacing 2 of the 3 broken/missing items on my washing machine. The check has been deposited and all promised parts have been received.

  I feel that the company has made the situation right and would like to resolve and/or complete this complaint with the BBB.

  -******* *****

  Business Response

  Date: 12/06/2024

  This matter has been resolved directly with the customer. We provided parts and issued a check to the customer for an agreed upon amount to settle this issue with the washer. 

  Customer Answer

  Date: 12/06/2024

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

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently regretted doing business with RoadRunner Appliance Repair. When I called them, they required a prepaid $160 trip fee, which I found odd, but since it was applied to the repair, I paid it. RoadRunner visited and determined my dryer needed a control board, which they ordered. About two weeks later, the technician arrived with the part and began working in my utility room without announcing his presence. After installing the control board and even replacing the motor, the technician, named ******, declared the dryer unrepairable.I contacted the company after he left because I was very unhappy that my dryer was left in pieces, with none of the internal components connected. I spoke with the office manager, who informed me that their policy is to leave unrepairable items disassembled. After much discussion, I was refunded the initial $160 trip charge.Based on RoadRunner's assessment, I purchased a new dryer, installed it, and encountered the same issue: the unit would turn on and immediately shut off. I checked the electrical connection and discovered a neutral fault in the outlet. The outlet should have been the first thing the technician checked, but instead, they destroyed a perfectly good dryer. Their incompetence has cost me the $800 I paid for the old dryer and $500 for the less expensive replacement. On 11/25/24 I requested a call from the owner to discuss options for resolution, but my request has not yet been honored.

  Business Response

  Date: 11/27/2024

  We are sorry our services didn't meet your expectations. As we are approaching a holiday, we are very busy trying to get to everyone and respond to things as quickly as we can. Our technician was at your residence and did test for voltage coming out of the outlet. The voltage came back as it should. We do not go past the plate on outlets, as we are not licensed electricians. We can only try to diagnose the unit and repair it based on our findings. In these circumstances, the board is usually what is needed for the repair since the unit powered on, but wouldn't stay on when the start button was hit. Once we ordered and replaced the board, the unit was doing the same thing, so we did leave the unit apart thinking it was an internal wiring issue. When the customer called into the office, at first he was told we do not refund the trip/diagnostic fee, but knowing he was upset about the unit being taken apart, we refunded the entire amount. The customer at this point has not been charged anything. We cannot take on the responsibility of an electrician not being licensed. We regret this outcome, as we do strive to have our customers happy. The refund of the trip/diagnostic fee was our attempt at a good faith resolution.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22613562
  
  I am rejecting this response because:
  No company has the right to leave a Customer in worse shape than the found them. Even if there had been an internal electrical issue, the dryer needed to be put back together after the attempted repair. There was nothing wrong with the dryer and the misdiagnosis cost me dearly. A second opinion was not possible due to the state that your company left the dryer in.
  Sincerely,
  
  ****** *****