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:01/10/2023

  Type:Order 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 Friday January 6, 2023, was scheduled to perform warranty service on a ** Refrigerator on January ****. Ddd appliances. Called Monday January *** stating they could not come on January ** as agreed to on January **** The company had not completed the contractual agreement. The company needs to perform the service or pay for a new refrigerator which costs $2,221 plus tax.

  Business Response

  Date: 01/11/2023

  Good afternoon, 
  I have attached all documents to this as well about all
  communication with this customer besides the 3 phone calls that were made. We
  NEVER made any type of contract or deal with this customer; we are a service
  company that works for **. He contacted ** on Friday ********** and set up a
  date about his refrigerator, now when this first conversation happened, and the
  work order was sent over from ** it was after our office at closed which is at
  4pm. The system shows we did not get the call in our system until 8:14pm AFTER
  HOURS. 
  When we opened on Monday the first thing that happens is all the
  new calls get looked over, so we did not know of his call until Monday
  ********** between 8am-8:30am.
  The owner contacted him around 9ish to let him know that we were
  trying to get him on the route for Tuesday ********** because we had a tech in
  the area. We also have a text line that we send a general message to every customer
  that is on the route for the next day. He was informed that the tech would be
  able to give him a call about 30*45 minutes before heading that way so they
  could make arrangements to have somebody there to meet the tech. The cx stated
  he would give us a call back to confirm. He called back around 10am letting us
  know that somebody would be there on Tuesday (either his son or grandson)
  cannot remember which one he said, but he stated he was over 21 and he will be
  there to meet the tech. We set him up for Tuesday.  The cx then called
  back around 10:30 saying he would not be able to have somebody meet on Tuesday
  so he would need to go back to Thursday or Friday because that is the only
  days, he is available. I tried explaining to him that we would not be in his
  area on Thursday or Friday, that was when everything went downhill.  I
  tried explaining that we run 3 different states and that each day has a certain
  area, ** did not contact us before setting up a date with this customer, so we
  never told him everything about a date. This is not even an area that we normally cover, his call
  is the very first call we have accepted in that area, ******* **. He is about 2
  hours away from us. He stated he would be contacting ** because that would not
  work. 
  While
  he was on the phone with **, they called and spoke to us, and they were very
  understanding about the whole situation because a lot of service providers
  run certain areas on certain dates. She stated she would try to explain that to
  the cx as well, but
  he was being very rude to her. She let us know that she would be getting in
  contact with another service provider and will send the work order to them.
  While I am on the phone with ** the cx then proceeded to text our text line
  being rude and basically threatening us. We have never done work for this cx or
  talked to him before getting the call from **. ** is the one that told him
  about a certain
  date without confirming anything with us. We no longer have this call it was
  sent back to ** on Monday morning and the cx has still harassed us because we could not
  show up on the date that he wanted, when even in the ** handbooks states that
  if you are needing service that you are to be available for somebody to come out. 
  We tried our best to get the customer taken care of in a timely
  manner, we also never told him that we would not come out. I just cannot get a
  tech there on Thursday or Friday when the techs are in ** on Thursday's and ******* on Friday's. 
  Please contact us at any time. *************