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:04/29/2024

  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.

  4/2/24 called to have motor replaced on my ice dispenser. sent out man who then took off the back of my frige which has nothing to do with the motor and then tried to remove the freezer door but could not. Then told me it would cost $600 to fix my problem. Never did he check the motor to see if it was bad. I told him that was a rip off and get out. Next thing I get is lettter from a collection *** wanting $125 for the visit plus a $53 fee....I never got a bill from Mr. **** but would not have paid if I did. I refuse to pay for a service I did not get.This *** is a cheat. Others charge $60 for a service call and I had the motor replaced for $300. They want twice as much for the same service. Co. INVOICE #*******-2

  Business Response

  Date: 04/30/2024

  The customer scheduled an appointment due to a refrigerator that was not dispensing ice through the door. The service professional arrived at the customers home at 8:51 am on 04/02/2024. The ice maker was making ice but not dispensing. The service professional checked the water valves and received a reading of 2145 OHMS on the Ice Valve and 1957 OHMS on the water valve. The service professional checked the wiring harness to the door hinge and there was no pinching or fraying. The service professional checked the dispenser switches and both paddle switches are operational. The diagnosis points towards replacing the auger motor and water valve assembly. The customer was quoted a price of $621.72 for the diagnosis, parts, repair and 1 year (parts and labor) warranty. The customer advised the service professional to immediately leave their home and that they would not be paying anything in regard to the visit. The customer was provided an invoice at the time of diagnosis and emailed again thereafter. The customer agreed to the diagnostic upon scheduling the appointment (voice recording available at request). The customer was charged a 30% collection fee as stated in our Terms and Agreements. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21637715
  
  I am rejecting this response because: Called to have the auger motor replaced. Motor was not checked by repair man. There was no problem with the water dispensing ever. I knew before they came what was needed. Had the problem in the past and had it repaired by someone else for half what they wanted. That is why I told the guy to leave. Knew he was ripping me off.

  I was never supplied an invoice or e-mailed one to me.

  Since they didn't do what I called them for I would not pay them. Simple as that.

  Sincerely,

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

  Business Response

  Date: 05/16/2024

  Good afternoon,

  When the service call was placed, the issue reported was the refrigerator not dispensing water (see attached recording). We diagnosed the problem and determined the water valve needed replacement to fix the water dispensing. During the diagnosis, we also identified a potential issue with the ice maker/dispenser, specifically the auger motor.
  

  Unfortunately, the repairs were declined. While we understand the customer's concern about the repair cost, our diagnostic fee covers the time spent troubleshooting the initial reported issue (water dispensing) and identifying any additional potential problems. This fee was outlined in the signed service agreement.

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

  Mr. Appliance of Spring Hill

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21637715
  
  I am rejecting this response because: Already have given my answer to this.
  
  Sincerely,
  
  ***************************