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Business Profile

Major Appliance Services

Gulf Coast Appliance Repair & Installation, Inc.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/27/2025

    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.
    First issue was the initial repair person coming out and despite having damage to the new refrigerator and me calling within days of the delivery, he said the refrigerator comes that way (crooked kickplate and sliced door insulation) and refused to do anything. I elevated my complaint and sent pictures to the appliance company of purchase and **** and they agreed to order new parts. The second repair person (who was very pleasant) came out and completed repairs on 2/25/25. I expected an email confirming the repair work for my records in case an issue with the repair came up in the future. I called **** and they said I had to call the *** for that documentation. I called Whirlpool and they stated they cannot do anything without the service company sending them a diagnosis and photocopy of the work performed to *********************** I called GCAR back and spoke with the Ops Mgr who said the *** has to send written documentation requesting this information. I called Whirlpool back #************ and they stated they cannot email requesting something they didn't initiate so now, I have no one to provide documentation to me of the service performed in case I have issues with the repair on 2/25/25. Extremely upset with Gulf Coast Appliance Repair. This is absolutely unacceptable.

    Business Response

    Date: 02/27/2025

    We deeply appreciate your concerns and apologize sincerely for any trouble this may have caused. Due to binding commitments with other partners, we must comply with their procedures, which are beyond our control. Your service history has been forwarded to the manufacturer. For any questions or issues, feel free to contact our office directly. We are confident that we will address all your concerns with the utmost care.

    Thank you,

    Gulfcoast Appliance Repair

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

    Customer Answer

    Date: 02/27/2025

     
    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,

    Almirinda ********
  • Initial Complaint

    Date:12/06/2024

    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.
    Hurricane Millton hit approximately 10/9/24 and approcximately three weeks later, the end of October I reached out to Gulf Coast Appliance and Installation. My Whirlpool dishwasher had not been working. We had a warranty with D&G service plan so I proceeded to call them and request service. They gave me Gulf Coast Appliance as having a service account with them. They came out and found what needed to be done for the repair. They gave a date to come and then called and cancelled because they said they needed another part. We waited another week and a half and they finally came out. Much to my dispair the tech found palmetto bugs on the floor below the dishwasher and said it could not be fixed until bugs were removed. I had our Orkin Bug Man come and he sprayed the surrounding floor. Another week wait before the tech came out. Before he came I checked the floor where he found bugs and there were none. This was the Wednesday before Thanksgiving so our bug man was not here for the holiday. I called several other bug removal places and they were busy for the holiday. The Orkin man is due this friday to come again. The tech said I had bugs live in the dishwasher itself. I was given no opportunity to fix the problem before Gulf Coast called D&G service plan and had them cancel my warranty plan without any notice or giving me the opportunity to get this problem resolved. When the tech found the bugs he stormed out of my house and said he had to call his supervisor. The dishwasher was left open and everything spread over the floor. When I called to complain I was told I could very simply put everything back myself. I have since called Domestic and General at ************** with my warranty number DG000045601. They told me that bug infestation could result in warranty problems. This is how Gulf Coast got me cancelled. I was never told this in any conversations with this company, we live in ******* and bugs do appear here and we do have the ability to arrest their development.

    Business Response

    Date: 12/09/2024

    Hello,
    We regret to learn that you are dissatisfied with our service. Our aim is to provide exceptional assistance, and we remain eager to help our customers with all their ********************** needs.

    On November 4th, we informed you about an infestation problem, in which caused the control to fail on your appliance.  When we revisited on November 11th, the major infestation persisted despite your assurance that it had been addressed.  A new control cannot be installed until pest infestation issue is resolved because the board will get shorted again.  On November 27th, the issue still posed a health risk to our technician and remained unresolved. The technician left the slide-out rack extended and informed you before departing.

    The warranty required an update on the service due to the ticket's age. It is our duty to provide the warranty with precise information. We have no control over the warranty's decision to cancel your policy.

    If you wish to proceed with repairs, we can offer a reduced rate on parts and labor. However, you must resolve the infestation issue before we can provide service. We hope you understand that home-related issues like infestations are not covered by your warranty and are beyond our control as the service provider.


  • Initial Complaint

    Date:08/26/2022

    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.
    In early June of 2022 I called GCA to have a Service Tech come to our house to fix the problem with my Whirlpool refrigerator. The freezer would not cool below 20 degrees. The Service Tech came and did a preliminary investigation. Ice was built up on the evaporator. He came back with a new control board. That did not solve the problem. So, he came back with a second control board. That did not solve the problem.That service cost me $789.00 and I still had the same problem as when I called GCA. Agaibn, I called GCA and now the tech came with a defrost module. The service call was free but the part was $162.00. The problem did not go away.If the evaporator is defrosted manually by shutting off the refrigerator and opening the freezer for 3-4 hours the freezer will return to zero for 2-3 weeks when the refrigerator is turned on. The only part left to replace in the freezer is a heater element that melts the ice off the evapo0rator coils.I called GCA on August 22, 2022 and explained I was willing to buy the heater but felt the labor should be under the original service call. Being the original problem was never fixed.I was told the heater would be $115.00 and I would be charged a normal service call because it was a new part being installed. Funny, they did not charge me a service call to install the defrost module, but now they want to charge me for the heater installation.I am very disappointed with GCA and wonder how many other customers have been burned.

    Business Response

    Date: 08/26/2022

    ****, In our notes it says you need a heater for $115.00 plus tax. We were last there 07/27/22 there would not be any charge for a service call fee or labor, only the cost of the part. The heater just came available. I think you maybe somewhat confused. If you would like the heater installed you need to contact the office.

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