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:01/16/2025

  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 January 10, 2025, I hired Appliance Care of Atlanta to come out diagnose and repair my dishwasher. A Technician arrived and discovered that the display control board needed to be replaced in my dishwasher. He ordered the part, I provided him a $200 down payment for the part and the labor involved and he said that he would contact me next week when the part arrived. He contacted me on January 13, 2025 to say the the part had arrived and that he would be out to complete the repair. He arrived that afternoon and replaced the part. The dishwasher came on and was able to wash and clean my dishes. However, there was a red light error code being displayed by the dishwasher. I asked the technician what was going on and why the light was still on. He said to let the dishwasher run through it's cycle and the light may go off. If it doesn't, contact him and let him know. He said he would come back out to check on it. So, that's what I did. Well, the red light never went off. So, I called to let Appliance Care know. They said they would send the technician back out to check on it. Before the technician came out, he texted to say that I would have to pay another $250 diagnostic fee. I asked why since we are working the same issue. And he stated that this is a new service call as he corrected what he thought was my initial compliant. I said no you didn't. I hired your store to diagnose and fix my dishwasher. At this point, they only got the dishwasher to wash dishes. I don't have access to my other features. So, they are not going to come out and honor their commitment to repair my dishwasher unless I pay them again. I even spoke to the owner and explained to him that I am willing to pay for any additional parts and I even agreed to pay him $150 for the additional labor. So, the technician came back out and he started arguing with me and called me a liar when I said that the dishwasher wasn't fixed. So, I asked him to leave my house. The store will not take my calls.

  

  Business Response

  Date: 03/01/2025

  we fixed his initial problem of the unit not turning on at all. We replaced the board and the unit got fixed and started working and washed perfectly. The customer however started complaining that there's a red flashing light after when it washes which we told him is normal on this unit but he was adamant that we fix that issue or refund hium his money. We kept telling him that we fixed his issue for what he called us out for and there's no basis for a refund.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22820828
  
  I am rejecting this response because:

  First, that is not all what happened. The technician did fix the problem with the dishwasher powering on and washing the dishes. But. i also told him that the red light that comes on and stays on permanently is not normal. In fact, I told him that I had never seen this action before. I also told and showed him on the Frigidaire website that the red light indicates an error condition. His advice to me was to let the dishwasher complete the cycle and see if the red light is gone afterwards or by tomorrow. Being compliant, I agreed. because I am thinking that he knows what he's talking about. Well, the next day the light was still on and I notified the technician of the continuing problem. That's when the problem started with this company. They insist that just because the dishwasher washes dishes that the dishwasher is fixed and no further action is needed. I spoke with the owner and technician at length and told them that the dishwasher isn't completely fixed because I no longer have access to the other features of the dishwasher. For example, on this particular model, when the washer is finished and the dishes are completely dry, there is a green light that comes on that indicates it is safe to remove the dishes. I no longer have that because there is a red light that is on constantly. So, I no longer have that feature. Second, Frigidaire itself said that there is still a problem with my dishwasher and they specifically called out that when there is a problem, there is a solid red light. Which there is. During this conversation, I realized that the technician is not a certified Frigidaire repair technician and that think that is the main problem here. He doesn't know how to diagnose the issue and is trying to pass this off as a job that was completed. It is not. And for that, I am calling for a partial refund or for them to come back out and complete the task.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/10/2025

  And in regards to the final response to this situation it is that there is nothing we can do for this customer. As I mentioned we were called out for his dishwasher not even starting or turning on. Our technician found the issue and gave him a quote to fix it. The customer agreed and we replaced the control board. After the repairs the unit started and ran as it should (we ran the unit in front of the customer a handful of times and have recordings of him verifying it works). So the bottom line is we were called out for a unit that wasnt starting and we got it to start and wash his dishes hence we did what we were called out to do. After 2 days he calls us and says we didnt "fix his unit". I asked him what's the issue and he said that " it works fine but there is a red light blinking so he either wants the light gone or a refund". I told him that no refund is possible because we fixed what we were called out to fix and the unit now starts. I said that the red light is normal and doesn't interfere with the functions of the dishwasher but if he really wants we can come out again but it would be treated as a new call. I gave him the example of this being the same exact thing as you going to get your brakes fixed and then he starts complaining that his door light doesn't shut off after they fixed his brakes. Completely unrelated symptoms. 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22820828
  
  I am rejecting this response because: The business is not being truthful about the events as they took place. I immediately pointed out that the unit was not working properly. I did not wait two days to point this out. The technician was defensive the entire engagement and was not cooperative when it became apparent that the dishwasher was not working properly. I eventually spoke to the owner of the business and we agreed upon a solution. And that was for an additional fee, the technician was to come back out and complete the repair of the dishwasher. When the technician returned to my home, he didn't complete any of the tasks agreed upon by myself or the owner. That is the basis of my complaint which hasn't been addressed.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/27/2023

  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.

  **** came out to service my Bosch refrigerator, as it was not cooling, not making ice, and there was frost build-up in the freezer. He found ice build-up on the coil behind the rear panel. He quoted me $391 to remove the ice build-up, which I agreed to pay. When I received invoice via email the following day the breakdown was $441 to test, inspect and remove ice build-up minus $50 New customer discount. At the time I agreed to the quoted price, I was under the impression the job would take more than 1 hour. I called and spoke with ****** as I felt $391 for less than 1 hour labor was outrageous. He said they don't charge the hour, but how complex the job is. After seeing what the job entailed (using a steam gun to remove ice build-up) is not that complex. They refused to make any type of adjustment, as he said I agreed to the price. I am not saying they don't deserve fair compensation, but as I said $391 is OUTRAGEOUS.

  

  Business Response

  Date: 10/30/2023

  All of our prices come form the national price guidebook which is flat rate for parts and labor. We never do any work without telling the customer the price 1st and getting customers approval which is exactly what happened here. We told you the scope of the work and price BEFORE any work was done which you agreed to. A non experienced tech could take well over an hour doing this job in this service we do not charge hourly we charge for the experience and knowledge to do the service. Again its not like we did the job and told you the price after, or lied about what we will charge. We were upfront about our pricing (which is fair market standard), what the job will entail, and you agreed to that. I understand your frustration however and if you would like I can offer a 20% discount on the service, 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20663755
  
  I am rejecting this response because:
  As stated in my original complaint I feel $391.00 is extremely outrageous for less than 1 hour work. I contacted Bosch repair, and their rate is $200.00 per hour prorated.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/20/2023

  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.

  On July 10th around 4pm Appliance Care of Atlanta entered my residency to attempt to repair the freezer section of my ** fridge. After inspecting the fridge and our conversation about a previous tech attempts to repair were unsuccessful he informed be that it could be a blockage in the line and he could attempt to clear it but there is no guarantee that it would work. I agreed to this that if the repair to my frezzer section was unsuccessful that would be ok. He told me to give it 24 hours before I would know if it worked and paid him $450 in cash. I signed his service paper work on his phone and entered my email for receipt of the transaction but never got that either. After 24 hrs the freezer still was not working so that was that. A few days later we noticed things in fridge section going bad and when we checked the tempture of the top section it was not cold anymore even at the lowest setting. I called the company to have to come and review whats going on as that was working and they told me I would have to pay for that.

  

  Business Response

  Date: 08/09/2023

  Hello hope all is well, so as mentioned in the customer complaint the customers freezer wasnt working and they had a restriction in one of their sealed system lines. We told them that we can try to clear it but there isnt a guarantee that it will work before we started any repairs and notified them that there is no warranty. When the customer called us again (this time for the fridge section not cooling) we explained that this could be a separate issue (could be, its hard to say without a diagnosis) and that there was no warranty on that job so by our policy we would have to set up the appointment as a new job. However what I can offer is to waive any service fee (it would be $69.95) to have ***** come back out to take another look at the unit. However just to be clear any repairs needing to be done on the fridge would have a cost associated with it.

• Initial Complaint

  Date:05/18/2023

  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.

  Through AHS Warranty I requested my refrigerator/ice-maker to be fixed again; Opened the service request 4/16/2023; Appliance Care, ************, diagnosed & failed to turn in documentation to have the condenser ordered the next day; finally the part arrived 4/28/2023 at the *********** wasn't contacted; I called made the appt; technician was a no call/no show, May 8th; the Manager called and she promised they would make this right and wanted her best tech to come which was Saturday; after I confirmed I had a time slot & waited until the promised date of Saturday, May 13th after promised time block; ****** did not finish the repair due to having no freon and promised to return Monday, May 15th; no show/no call; I called the company Tuesday, I was told to call another number; not the appointment clerk; I was told the call has been escalated to the Manager/******* again; no call/no contact; called today Thursday, no answer 2x and called AHS; they called & said for me to call them again and this is is day 32 with no working refrigerator; i have incurred a rental fee for a small dorm size refrigerator and lost $1000 in food; this is the 6th time I have reported this refrigerator to AHS and this contractor has been out to my home at least 3 times prior; I submitted a previous complaint and the "snail mail" didn't reach my home in order for me to respond. Please email and mail and call if necessary; I have waited 33 days and counting; surely this is unacceptable practice and some type of breach of contract; my service repair is being held hostage by Appliance Care/TBL Appliances.

  

  Business Response

  Date: 06/14/2023

  Hello and to all who this may concern, this dispute/claim is in regards to a completely different company. This customer with this information is not in our database and has contacted the wrong company on BBB as we do not work with AHS. We also do not have a technician by the name of ****** nor do we service the Ellenwood area.  We are "Appliance Care OF ATLANTA", not "Appliance Care/TBL Appliances".

• Initial Complaint

  Date:09/19/2022

  Type:Customer Service 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.

  8/12/2022 Service through American Home Shield - this contractor has been late, never calling nor keeps appointments. The latest is the part was sent to them on 8/24/2022 - they canceled appointment for install 9/19/2022. Note the time it took to get to this point. AHS had to call them to let them know the part was sent to them and received 8/24. Now they claim they cannot find the part. I suspect they used the part for another customer install. Lastly, these people are rude - they do not call you back and the customer service reps say they do not work in the office so cannot respond to complaint. Rediculous. I have also reported them to AHS.

  

  Business Response

  Date: 09/20/2022

  I believe the customer is confusing us with another company and that it was a different company out there. We do not work with AHS or any warranty company and we do not have this address in our database at all. I ask the customer to reverify the name and contact of the company.

  Customer Answer

  Date: 09/21/2022

  Its Appliance Care located in ******, **

  **********

  

  Business Response

  Date: 09/21/2022

  Yeah thats a different company, we are "Appliance Care of Atlanta" located in ********** and our number is ************ you can verify this on ****** and through our website at appliancecareofatlanta.com. They are a completely separate company from us just with a similar name.