Complaints

This profile includes complaints for ABW Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ABW Appliances has 5 locations, listed below.

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  ABW Appliances

  8309B Sherwick Ct Jessup, MD 20794-3101

  
• 

  ABW Appliances

  4748 Langston Blvd Arlington, VA 22207

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  ABW Appliances

  21750 Red Rum Drive, STE 167 Ashburn, VA 20147

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  ABW Appliances

  5526 Nicholson Lane Rockville, MD 20852

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  ABW Appliances

  1708 Reisterstown Road Pikesville, MD 21208

  

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:01/07/2025

  Type:Billing 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.

  I called ABW in December 13, 2024, to schedule a refrigerator repair. While I was on the phone scheduling the repair, the scheduler asked me to text photos of the broken part. I did as requested, sending a photo of the part (a broken door switch), the place in the refrigerator from where it had broken away, and a picture of the fully intact door switch on the other side of the refrigerator (our refrigerator has 2 doors, and only one switch has broken -- the other one is fine). I also sent a photo showing the make and model of our refrigerator. (Photos are attached, transferred from my phone.) The scheduler told me that they would need to order a part and scheduled the repair for January 2. That seemed quick to me; I specifically asked whether they would have the part that quickly. I was told that they would.
  The technician came on January 2, opened the refrigerator door, and said: "We need to order a part." I explained that I had already sent a photo of the part to ABW and that I was told that the part would be ordered so that the refrigerator could be repaired on January 2. He shrugged.
  The next day, I received the attached invoice. In addition to the cost of the part and the charge for labor to install the new part, it includes a $155 fee for "diagnosis." When I contacted ABW to inquire about this fee, they informed me that "regardless of what work needs to be done, our service charge for the trip is $155 for all out of warranty services." This is in an email dated Monday, January 6, from Julius Dunn. It was the first time this policy was disclosed to me. I have told ABW that we will not be paying this fee, nor will we be scheduling our repair with them. I also told them that their practices are deceptive and fraudulent and that I would be filing a complaint with the BBB.

  Business Response

  Date: 01/08/2025

  Good afternoon. Please see the attached transcript of the call between ABW and ******** ******* from 12/13. As you will see the $155 dollar charge was discussed with the client when they called initially. ABW acknowledges that we did has a communication issue in regard to senind the tech out with a part, however the $155 would have still been owed. At this time if the client would like to go somewhere else we will waive the Fee. 

   

  Thank you

  ABW Management.

  Customer Answer

  Date: 01/08/2025

  
  
  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:10/08/2024

  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.

  We moved into a new construction build that used ABW to install appliances. Our dishwasher leaves the dishes soaking wet.
  
  We called in August about this and received no reply. Left voicemails. Sent an email. Received an email from ABW regarding an appointment 2+ weeks out. Accepted the appointment for late August.
  
  Technician came and said it’s likely the heating element and would put it an order for a new one, didn’t know how long it would take. Waited two weeks - called and left a voicemail. Emailed no response. Waited. Emailed again, no response. It is now October and we have yet to hear from ABW or receive an email or call back. Our dishwasher has to have every item dried by hand and they are clearly running out a warranty clock. This business is not upholding quality standards.

  Business Response

  Date: 10/08/2024

  Good afternoon.  We have checked our phone system and do not have any recent calls from the number provided.

  We will have our Client service manager reach out today to get the call set up as the parts are in. We apologize for the inconvenience. 

  ABW Management.