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:03/17/2025

  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.

  Contact the company to repair a Viking range, their tech arrived and diagnosed the issue as an igniter, and charged me $100 diagnostic fee which I paid in cash to avoid credit card charges. Then they quoted me well over $600 to replace the igniter (a 15 minute job max) and they asked for over $1600 to replace all 3 igniters. All can be replaced under 1 hour. The igniter sells full retail at $200, I declined their exuberant charge after talking to their manager ****, who refused to change anything, stating they charge flat fee by the book.
  
  On Wednesday 3/12/2025 in the evening, I wrote a negative review on google. the next morning Thursday 3/13/2025, at 9:38am, the manager **** (who I talked to earlier) contacted me and offered to refund me the $100 if I would take the review down. I refused and then at 10:12am, I received a threatening text from them (attached) which I took to police department and had a report created, the police department encouraged me to contact the BBB to report such unprofessional and unreal response and threat.
  
  Their text claimed that untrue reviews have consequences. However their response to my review did not challenge any facts I brought up, and they only tried to justify why they charged so much.
  
  Their text with a picture of me and my family, goes beyond any acceptable or honest behavior, this is dishonest and unacceptable by any standard to try and attack me personally and threaten my family is simply outrageous. I just wonder how many other customers were subjected to such threatening behavior and did not report it.
  
  I hope the BBB takes this matter seriously and address it with the business.

  

  Business Response

  Date: 03/18/2025

   The text from the screenshot is not from our company. No one from
  this company ever sent any type of a negative threatening text. It’s
  preposterous to think that we were contacted by law-enforcement. This
  customer is extremely dishonest. The truth does not abide in him. We
  went as far as offering a full refund to keep him happy and
  satisfied. According to all of the other online reviews that this man
  posts, negative reviews is all he likes to pass out. We are just a
  victim of a mean-spirited man. He should be thankful for only $99 we
  were able to show him exactly what was wrong with his appliance and
  he was able to fix it himself.
  
  Our pricing is
  transparent and based on industry standards, including labor, parts,
  and the expertise of our expert technicians. In this case, our master
  technician provided a detailed diagnosis of the customer’s high-end
  Viking range and offered two repair options: one using aftermarket
  igniters and another with more costly OEM Viking parts. These options
  were clearly outlined, and the customer declined both. While we
  understand that some customers may choose to handle repairs
  themselves, professional appliance repair involves more than just
  part replacement—it includes expert diagnosis, warranty coverage,
  liability protection, and ensuring the longevity of your appliance.
  We stand by our pricing and service and regret that this customer
  feels otherwise.  

  

  Business Response

  Date: 04/02/2025

  We stand by our previous response.

  Customer Answer

  Date: 04/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  All anyone needs to do is check the reviews for this shady company, there are way too many reviews like mine where they attempted to screw other honest hard working people like myself, from their hard earned money. Additionally, while these people were contacted multiple times by law enforcement, they did NOT RETURN A SINGLE PHONE CALL, and that tells you all you need to know about them.

  I stand 1000% by my review which clearly demonstrates a pattern of behavior for this company towards other customers who had the same exact experience and wrote similar reviews.

   

  
  

• Initial Complaint

  Date:10/03/2023

  Type:Product 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.

  This company has terrible business integrity and pricing practices.
  
  When booking the appointment, we told them exactly what was wrong (replace water, air filter and light bulbs) and gave our model number. They showed up and didn't have any of the replacement items. We were quoted $413. I had to pay the $145 service fee (which comes off the total amount if you proceed with them) and said I would talk to my husband about what we want done.
  
  When I called back to move forward with only replacing the two light bulbs, they only brought the price down to $349. I spoke with a manager, ****, and he indicated that was the cost to replace the bulbs. I was upset and we got off the phone.
  
  I called back and said that instead of replacing the bulbs, we want to replace the water and air filter, which would presumably be $64, since that's the difference in the quotes. The manager accused me of trying to catch him in a lie, which I did. He said the quote would be different and that he would call me back with a new quote. When he called back, he asked that I use another company and laughed that I was upset.
  
  They got their $145 service fee, so they no longer care to treat me with honest business integrity, and we are now out $145 with nothing fixed on our refrigerator.
  
  Transaction date 09/28/23
  Ticket number *****

  

  Business Response

  Date: 10/06/2023

  Thank you for taking the time to share your feedback. Our company always aims to provide the best possible service to our customers, and we have reviewed our service records to address your concerns. When your husband initially scheduled the service call for September 27th, he requested a comprehensive service of the refrigerator. Our record shows that on the day of the appointment, our technician personally reached out to inform you of their impending arrival, and although we were well within the agreed-upon time frame, it seemed there was some miscommunication or misunderstanding about the scheduling details. Upon diagnosis by our technician, we learned that your refrigerator has LED modules, not standard light bulbs. We understand that might have been surprising, but this is why we always stress the importance of in-home diagnosis instead of phone-based assumptions. Unfortunately, as we carry a range of commonly-failed parts in our technician's vans, we cannot guarantee that we have every part for every model. The initial quote provided after the diagnosis was to address all issues with your refrigerator, including replacing the LED modules, the air filter installation, water filter replacement, and cleaning the condenser coils. When you called back requesting a quote for just the LED modules and condenser coil cleaning, the revised price reflected this change. We are genuinely committed to being transparent in our pricing. We have been in business for nearly 40 years, and our integrity has been one of our driving principles. It's essential for us to ensure that our customers understand the breakdown of costs and services provided. However, we must address the way our staff was treated. While we empathize with any frustration you might have felt, using strong language with our team is something we can't overlook. Our staff members are here to help and provide clarity. Given the circumstances, as an act of goodwill, we are willing to offer a full refund of the $145 service fee you mentioned. While we value our customers and their experiences with us, based on the interactions we've had, it may be best for both parties if future appliance repair services are sought from another company. We wish you all the best in finding a provider that meets your needs.y here...

  Customer Answer

  Date: 10/16/2023

  This complaint has not been resolved. The company said they would reimburse us, so I marked it as "resolved". The company then told us they would only reimburse us if we took down our bad review. Please mark this complaint as an unresolved complaint.  

  Thank you!

  ******