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:06/08/2024

  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.

  In early May of this year we had two problems with our 8-year old Whirlpool side-by-side refrigerator: the ice maker didn't work and the refrigerator was making a schrill noise randomly. As we searched for a repair person, a local appliance store mentioned ASAP (and ***** in particular) as a company that repaired appliances that weren't bought at their store. We called ***** and he came to our condo on May 13. The random noise did not happen when he was here, but we played a tape of it for him to hear. When we all could not determine where the noise was coming from, we decided to go ahead and replace two fans since ***** said this noise could only emanate from the fans. We also elected to replace the broken ice maker. (We told ***** we expected these repairs would cost less than half the cost of a new refrigerator.) On May 28 ***** completed the work. We paid a total of $750 for parts, labor and taxes, in addition to the $175 initial diagnostic visit. We called ***** on May 30 to tell him the new ice maker had not produced any ice and that we still had the random noise. He said he would come by on May 31 to investigate further and mentioned ordering another part that might be a fix. He never came that day, but he did cash our checks. BOTTOM LINE, WE STILL HAVE THE SAME TWO PROBLEMS EVEN THOUGH WE PAID ASAP APPLIANCE $925!

  Customer Answer

  Date: 06/18/2024

  I have not heard from the business in response to my complaint.  The status of the refrigerator is the same as described to you earlier.  We have also contacted the MA ************************* about this matter.  

• Initial Complaint

  Date:08/08/2022

  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.

  Our appointment with this appliance repair company was made on 08/01/22 by phone. The repair appointment was scheduled for 08/05/22 at 9:00. The technician was late. No phone call I did not know if they were going to arrive. I contacted another company. Their technician arrived and began the repair. The technician at ASAP arrived and demanded to be paid for services not rendered. He was upset he traveled 15 minutes from his business to our home and that we contacted another company. He was paid for his time but I did not feel he should have been paid because he did not call or arrive at scheduled time. I could not get him to leave unless he was paid. I received a phone call from him about three hours later that day. My spouse picked up my phone but no one responded. He was talking with another customer so she ended the call. I texted him later to ask him why he called. I called him and left a voicemail and he called me. I asked for a refund but he would not agree. He said he gave us a discount of $50. He had no respect when he called me. He stated his business receives many good reviews on his website. Again a disrespectful person. I would like my payment back. He charged me $100 for a service visit with (no service). Unfair business practices and no information on their website of cancellation policy was present when I visited his website. I would like to post my review on their website but know it is not a good resource to assist consumers. Please assist me in getting a full refund. If you have any questions please contact me. Thank you.

  Customer Answer

  Date: 08/19/2022

  I have not heard from the business in response to my complaint other than a threatening voice-mail which I did not respond to. 

   

  I notified your company shortly after their voice-mail.  

   

  Can you please pursue them in refunding our payment of $100?  

   

  Thank you. 

   

  Business Response

  Date: 08/21/2022

  Yes. Hi, this is the owner of a Sap appliance repair 18. Terrace ******* mass. We received a complaint number ******** that was filed on 8/8/22 by *************************.

  My response to that is this is totally bogus what they wrote in their explanation. We were not least with the appointment. We always give a time frame which it's in our books, our time frame that was given to them was from 9 to 11. We give a two hour time frame to every customer they knew of that time frame. They booked a week in advance we told them that the appointment was booked. They also called us and texted us that day the prior the day prior to the appointment asking us that we were still on and we responded that we were also in the morning. They had called us again and left a message which we didn't get to in time asking what time we'd be arriving. We arrived there. It was 905 or 915 I believe which is well within the time frame that we gave the customer, at that point they had another company there that was performing services, we went to the door and said we had any appointment and ******* said she told her husband not to but he gets impatient thats why he was calling us and  called another company, he wasnt sure. They were very apologetic to me and said that they were gunna pay me my service call fee of $150 at that point I even told them that I would discount it down to 100 because we did drive a half hour to get there for the appointment that was scheduled and confirmed so this is a total bogus complaint, we have already spoken to them and explained why. I am not refunding everything and I think its very unfair of them to file this complaint.