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:07/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 30, 2023, We scheduled factory appliance repair to look at our 9month old dishwasher that quit running. ******, if thats his name, he told me it was **** on the phone, he asked what was going on with dishwasher, after looking at a few things and pressing different buttons it stated to work. He said water should drain now, and he asked for $150 for service call. He was given a check. While he was here, he was very rude to my wife, and argued with her about the dishwasher. After he left, the dishwasher quit after 10 minutes or so. I called him back right away, and he said he couldnt come back til 7/3/23. When he came that day, he said we need a new pump according to the code, and he have to order one. He wanted a deposit for $200, and foolishly gave him a check. He cashed both checked the same day, and havent heard from him since. We do not feel comfortable with *****, or what his name is, coming to our home at all. We will try and request our $200 back in the form of a a cashier check from a local bank. ****** learned!! Our problem has been fixed by a very reputable repairman! ( ***** also said we could get reimbursed from ** as he would write out a good invoice and invoice)

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We own an apartment complex in ********, ** and enaged *******/Factory Appliance Repair to repair multiple coin operated washers and dryers. We paid him $1,500 in advance to have him come to property, inspect the machines, order parts and return for the fix. Total cost to do all of the repairs was likely in excess of this amount, which is why we agreed to an up front payment as a means of getting started. He came initially, but has never returned. He responded to texts and would set up return days/times, but never did. He would have excuse after excuse, reschedule, but again, never show up. He has stopped responding to texts and phone calls.

• Initial Complaint

  Date:05/18/2023

  Type:Sales and Advertising 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 March 2023 I contacted Factory Appliance Repair (FAR) at the ph# ************ in the first business listed in ******* I later discovered the FAR ph# was incorrectly attached to another business. **** answered & set an appt for 3-30-23. He arrived, took my dishwasher apart & told me it required a part to be ordered & $250 deposit which I paid by check. (find copy of deposited check attached below).He left my dishwasher disassembled and set a tentative date on 4-7-23 depending on part delivery & that he would let me know. On that date w no reply I called. **** did not recall my name or ordering any part but he would check & let me know. Having not heard from FAR, I texted on ****, ****, & 4-15-23. **** asked for my name again & said he had had Covid for a month (which means he exposed me w no mask worn) and had many customers to catch up with. He promised to "take care of it" the next week. On 4-21-23 I texted again requesting a refund. (I have all the texts archived) There has been no response from **** or FAR since then.Since this began, my research has discovered multiple complaints against FAR w some filing w the BBB. The original business address has been removed w 2 additional addresses given: ****************************************************************************. ***************************** (owner) and FAR need to be held accountable. I am retired and on a small fixed income. I need that $$ to pay utility and other bills. Please help me get back the much-needed $$.

  Business Response

  Date: 05/20/2023

  The part is on back order, Ill refund the customer minus the service fee of *****

• Initial Complaint

  Date:04/13/2023

  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.

  We had ****** from Factory Appliance Repair come to our home on Sunday March 26 2023. We were having an issue with an ice maker on our ******* freezer not making ice. He came and looked at it and told us he needed to order a part and he would need a cash deposit to order it so that her didn't get stuck with the parts. My husband went to the *** where ****** insisted on following him. He said only took cash for the deposit.. At first he said $******.. then he was willing to take $100.00..we gave him the $****** .we were issued... NO RECIPT... He left and said he would be back the same time the following weekend. He never showed. We called and were told the part was on the truck... then got a call directly after and were told it was not. As of today..4-13-23 we have had no further communication for ******... I have tried to call once and sent 2 texts ..no response...I have read reviews on this business and this seems to be common for him, I only wish I had read them before hand. I want to file this complaint so that he is put on notice that this is wrong. ..He wanted his deposit so he didn't get Stuck with Parts..we gave him one...leaving us with nothing but being out the$ ****** and a broken freezer that we ended up fixing ourselves.. We did make him aware of that in a text. He never responded to. I told him ( by text) I would settle for keeping the part he ordered ( with a receipt) and to be given the difference of the $****** that was not used... also offered to pay him for his service call. I will be giving his company a review for those who may try to use them..in hopes I can stop this from happening to anyone else. I do not want this man back at my home under any circumstances...I don't trust him!! I'm trying to be fair to him.. I just want what's fair for both of us. Any money I'm owed I would like a check sent to my home address. Unless I'm forced to take a loss due to him not issuing a receipt.

  Business Response

  Date: 04/14/2023

  A service call is *****, I've had covid, but I'll just refund the whole ******

  Customer Answer

  Date: 04/14/2023

   
  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:02/24/2023

  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.

  The business owner/technician came to fix my washer and misdiagnosed the issue, fixed something that wasn't wrong, didn't double check his work and washer still wasn't running. He replaced the part and left promptly, I told it the washer wasn't running the next day and he told me he would return. He did, said he he would call the factory to get the part, and get back to me. He never did and when I'd call to see when he'd come finish the job, he would get angry and annoyed that I wanted him to finish the job he was paid to do.

  Business Response

  Date: 02/25/2023

  The first problem was the suspension, the parts were installed, the old parts left there, the washer worked when I left, I offered to order another part and was waiting for it to come in, I offered to do it for free, no refund will be given

• Initial Complaint

  Date:01/24/2023

  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.

  Called Factory Appliance Repair about a squeaky, vibrating dryer. On 1/17/23 the serviceman said it needed new belts and wheels, and asked for a $200 deposit to order parts (paid by check), with $100 due after repair was completed. Installation date was agreed on as Thursday morning, 1/20/23 between 8 and 12. On Thursday I hadn't heard anything by 8:30, so I checked my phone. ********** had called at 7:50 when I was in the shower, but didn't leave a message. I called back, but the message suggested sending a text for a faster response, so I did. At 11, I called again, and this time got the serviceman's cell phone. He maintained that because I didn't answer the phone at 7:50 he was not obliged to show up. He didn't know I had texted back, but was belligerent in asserting that he didn't have to show up. I told him to cancel the appointment completely, and I that I wanted a refund. He refused. My bank said that the check had been cashed. I have left several text messages requesting the refund, with a deadline of Monday, 1/24, after which I would contact BBB and pursue appropriate legal action.

  Business Response

  Date: 02/04/2023

  I am refunding ****** per out agreement 

• Initial Complaint

  Date:01/23/2023

  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 to look at our dryer on December 29th, 2023. He claimed I needed a part that was pretty expensive and the repair for it and another part that needed to be repaired so the dryer would be quieter would be $500. I gave him a $300 deposit with an understanding that he would return the following Friday, January 6th, 2023 to repair. I had to call him and he denied that he said he would be there on that day. He said he would come on Sunday, the 8th and again I had to contact him and he said he couldnt make it. He did finally come on January 9th. He was rude to my son who let him in and used foul language while doing the repair. He took an additional $200 check that was left for him. I discovered that evening that he ripped the return vent and left the dryer set up to vent into the house. He claimed it hadnt been hooked up correctly and he told me to go to the hardware store and get the part myself and he would come back. (we have always had the vent hooked up the way it was without any issue). We repaired the vent hookup ourselves. He sent me a receipt for $250 and when I contacted him that I must have overpaid, he claimed he sent me the wrong receipt and sent me a new one. I have requested an itemized receipt with the name of the parts and the serial numbers and his hourly rate. He said he would and still hasnt. The current receipts only show $500 for 30 minutes of repair. I also asked about a warranty for the work done and was told that I wouldnt need one. The dryer is louder now than it was before. He was responding to my text messages but now is not.

  Business Response

  Date: 02/03/2023

  Good afternoon, 

  The job was 500, I collected ******, the job is finished, the parts are installed and the dryer is working

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18885715
  
  I am rejecting this response because: I have still not received a detailed receipt of work that was done with a break down of part names that were replaced with prices and hourly charge of service.  The dryer is louder than it was before the work was completed.  
  
  Sincerely,
  
  **********************************

  Business Response

  Date: 02/08/2023

  The dryer works, as she just stated, before it did not work, the parts were ******, the labor was ******, the gas valve being the majority of the cost, as far as I'm concerned this case is closed. She wanted a breakdown, that's it. 

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction. 10/5/22. I paid Factory Appliance Repair $624 to repair a refrigerator that was having some ice issues on the back panel, inside the refrigerator. He insisted this is a known issue with samsungs and that they make a replacement repair kit and once repaired, it would never happen again. He told me he would get me a receipt when he returned to the office. After multiple attempts to coordinate a repair time, I became quite suspicious with what I found on the web. I also asked again for a receipt as none was given at time of payment. Again, he said he would get me that in the morning (10/7) when he went to the office. Friday morning, I began calling other local repair shops and explained the issue. Each one indicated that a simple 36 hour defrost was all that was necessary and the back panel for my model and serial number was not available anywhere in inventory at the largest parts warehouses and was list as NLA (No longer available) on Samsungs site. Be aware, that there is no physical damage to the unit. The defrost worked and its been running excellent since. I requested a cancel on Friday morning and asked that my money be refunded. I only received a very hostile phone call when I explained I would file a BBB complaint if I did not hear from him. Miraculously, he told me the part was now in and I was committed. I asked him to provide me the part number that he ordered. I received no response. No work was done.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  * Hired on 5/25/22 to repair, the dishwasher, refrigerator, and washing machine. Paid upfront in full. Parts needed to be ordered.* June 8, 2022, ****** and his co-worker came out to fix our appliances. ****** had the wrong part for the dishwasher and said we could either wait for 3 - 4 more weeks for a new part or he would refund us to buy a new one.* June 9, ****, we told ****** via text that we would wait for the part.* July 7, 2022 checked in on part via text, no response.* July 13, 2022, checked in on parts via text, ****** said they were in.* July 17,2022, ****** confirmed he could come out Friday, July 22nd after 2:30.* July 22, 2022, ****** did not show, sent a message via text asking if he was coming, no response. * July 26, 2022, Told ****** via text we would like a refund for the Dishwasher part, no response.* July 28, 2022, Told ****** via text we would like a refund for the Dishwasher part and labor. He responded he would refund it.* Aug 13, 2022, Checked in with ****** on Refund via text, he asked our name, I responded, but he never responded. * Aug 27, 2022, Checked in with ****** on our refund and asked to receive it by 9/1 or we will report to BBB and hire an attorney. He asked how much it was, and I responded $255.35 and sent an image of the receipt. He said he hasn't refunded our money but he will. I asked how he was going to refund by check or mail, and he never responded.

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Had company in to replace ice maker. They came to replace but later that day after replacement, we discovered it was not working properly. Many calls and text to try and get the guy to come back and even had a scheduled appointment but he called the day of and said just to text him the model number. There is no model number we can see clearly so called and texted many times but no response from him. Spent $300 initially and am very frustrated with the lack of response.