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:11/11/2024

  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.

  Complaint: 22542257
  
  I have reviewed the business' response and am rejecting it because:
  
  I should have been given a sooner time because of the incompetence of your staff coming twice with incorrect parts is unacceptable. Your receptionist is rude. At the minimum you should be apologizing. Why didnt the manager call and provide decent customer service. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/13/2024

  Im not sure why this was sent over.  She is already scheduled for the 18th.

  Business Response

  Date: 11/15/2024

  She was given the soonest available appointment.  If she would like another servicer, we can reject the claim, from her home warranty, and she can find another servicer.

• Initial Complaint

  Date:10/07/2024

  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.

  Text message received by consumer on Oct. 28th at 9:10 am: 

   

  My name is ****** ********* this is regarding complaint **********************************************************************************************************************************************************************************.

  The company did finally reach out to me and provided a full refund.

  and that they did confirm yet again the ice maker is faulty and has no power or function to it and that we would like to request a refund and send back the faulty part. The lady at the desk said she would make a note on my account and I would hear back the following morning. 9/27 - called. the manager will call you when they have time to go over the issue Called again 9/30 - receptionists said there are notes on my account unsure why no *******/1 - After sitting on hold for 20 minutes the office picks up. She huffed & said I let you know a manager would call you back yesterday 10/2 I called. Manager said she has no say in these decisions and she needs to speak to the owner to see what he decides & that she would call me back end of the day. 10/3 - called again 10/4 - no answer 10/7 - today I was told Just that he will call if he decides we deserve a refund never reach out to discuss the issue, a plan, or even hear whats going on.

  Business Response

  Date: 11/22/2024

  Our 90 day warranty only includes a refunds at our discretion.  The customer called another company and did not allow us to replace the faulty icemaker within the warranty period.  
  

   

• Initial Complaint

  Date:06/05/2024

  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.

  This information is inaccurate, we had several repairs prior to the ice maker on our refrigerator.  They came back, the technician replaced the ice maker, after it had only been in a couple of months and said it was no charge.  He called back and said he made a mistake, he thought we had a homeowner warranty, which was why no charge.  He said we needed to pay.  I offered for him to come back, put in the old ice maker, as it was quite new, and fix the issue.  He declined.

  
  

  The charge was never authorized.

  
  

  Business Response

  Date: 06/06/2024

  Home owner was notified, at the time of scheduling, that he was outside of his 90 day warranty and would be responsible for the charges.  The homeowner scheduled the job and we dispatched a service technician.  We advised the homeowner of the charges during the  initial visit and repaired his refrigerator with a truck stock part.  We invoiced the homeowner for the repair, while we were in the home.  ******** has since refused to pay for the service that we was aware of cost and responsibility.  The work was complete and the invoice is due.

  Business Response

  Date: 10/03/2024

  Customer contacted us on 1/5/23 to report their refrigerator is not producing ice again.  We replaced the icemaker in April of 2022.  They were advised that the repair was not covered by our 90 day warranty.  We dispatched a technician with an estimate to replace the icemaker again.  The home owner was emailed an appoinment reminder that included pricing on 1/5/23 at 11:57am.  They were emailed another reminder of the appointment and related costs on 1/8/23 at 3:00am.  Another reminder on 1/10/23 at 3:00am.  Our technician proceeded with the repair and emailed the homeowner an invoice on 1/11/23 at 2:16pm.  Since then, we have emailed and texted invoice reminders about the invoice.  We have not heard from them until we submitted for collections.

  Customer Answer

  Date: 10/07/2024

  Complaint: 21808018
  
  I have reviewed the business' response and am rejecting it because:

  Technician stated it WAS covered by warranty, so he replaced unit.  I never authorized that charge.  Technician called after he left and stated he got his clients confused and we didn't have homeowner warranty, which was reason he thought was covered.  They made mistake, which happens.  The icemaker still freezes up to this day.  Nothing was repaired.  

  I was hoping for further diagnosis and repair.  

  Bottom line, the tech made a mistake, and wants me to pay for it.

  
  
  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 02/11/2025

  Appliance Guys made it right.

• Initial Complaint

  Date:05/25/2024

  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.

  I went through ** to get my refrigerator serviced. They referred me out to the Appliance Guys. I've been contacting them almost on a regular for almost a month for them to come out to fix my refrigerator. The excuse is always that the parts for my refrigerator have not come in. they state that they're waiting on the parts from **, ** is stating that they are waiting for the company The Appliance guys to order the part and come out to fix my refrigerator. I've already paid $520 to get my refrigerator serviced and they have yet to come out and fix it. I have special needs children in my home that are unable to get fresh water fresh food fresh vegetables anything because of the lack of service from this company. it's becoming a health issue and they are putting the children at risk.

  Business Response

  Date: 07/12/2024

  This repair is an ** warranty claim.  We did not colllect anything from the customer.  We have to get approval, from *** for the repair.  Then we have to order the parts for the repair.  All of this can take time.  We do not control ** nor do we control part shipping from **.  Her complaint should be directed at **, not us.

• Initial Complaint

  Date:12/01/2023

  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.

  I purchased the first week of November a GE Dishwasher at Home Depot. I called Home Depot and they gave me the number to General Electric because the dishwasher was still under warranty. General Electric contracted with The Appliance Guys. The Appliance Guys said the dishwasher needed a pump and they ordered the part. A technician, ******, came out from Appliance Guys on Nov. 1 7 at 4:09pm and said the pump was gone out. ******** from this business contacted me and said the part was going to be delivered to my home. I made an appointment. **** said the part was coming. On. Nov. 28, ****** did not show up. On Nov. 29, they sent out ***, he pulled the installed dishwasher to replace the part, and he replaced the pump. He uninstalled the dishwasher and replaced the water pump. Instead of reinstalling the dishwasher he pushed it back in to place. I was not home when he did this. When I attempted to open the dishwasher, I went to open the dishwasher to put in some dishes and found that the whole dishwasher was pushed up against the wall. I called them back, talked to **** made her aware and she was going to send a technician out. *** came out today and he did not understand what was going on and I told him to contact a supervisor because he did not know how to reinstall the dishwasher. I asked to talk to the supervisor and he refused to talk to me. I was going to tell him that my dishwasher was not like this. They are now not honoring my contract.
  They are failing to re-install the dishwasher to it's previous state.
  
  I would like for them to properly reinstall my dishwasher or pay for someone to come in and reinstall it.

  Business Response

  Date: 12/05/2023

  The dishwasher was not installed correctly, per the manufactures guidelines, by the original installer.  GE did not authorize us to correct any installation issues on the original work order.  We attempted to advise the homeowner that she will need to contact GE to submit a claim for an installation correction.  The homeowner became very rude and was yelling at our employee and the manager while on the phone with the technician.  We declined to assist her any further.  We have repaired to original complaint, that we received from GE, and the dishwasher is functional.  We did not cause the installation issue, since it was never installed correctly.

• Initial Complaint

  Date:12/15/2022

  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.

  Dec 6, 2022
  14 ***** ***** **** This company charged me $89 for a wrong diagnosis, came back out charged another $89 to tell me they couldn't get the part and I should buy a new washer. I ordered the part from the manufacturer for them, but they changed the appointment to install it twice (last minute) Finally Installed the pump ($104 labor) and left a leak that ruined my floor and ceiling. Reported the leak to them 3 times (with photos) and finally got a response "to have my insurance co. call their insurance company" Again three requests for the name of their insurance company finally got a response "I'll check with my boss tomorrow (Friday) or Monday" I asked "if she could call him on his cell," again, no reply.

  Business Response

  Date: 01/20/2023

  I spoke with the customer and I  stated that we did not cause the leak.  I advised the customer to contact his homeowners insurance, so they can do an investigation.  

• Initial Complaint

  Date:11/10/2022

  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.

  The Appliance Guy agents, arrived at my home. After texting me While I'm driving from O'Fallon, Illinois where it's is illegal to text . Furthermore said Company agents entered the home when a Eight old Child opened the door, Didn't request adulth over 18 to deal with. Only a underage child . It's was two items on the work invoice. The Appliance Guy refuse address the issue with the range. I consider this negligence in the preforming their job scope. Any company
  Required a adult not a eight years old child. It's a extremely Credibility issues with said Company. To much room for fraudulent behavior

  Business Response

  Date: 11/10/2022

  The complaint is from a tenant.  Our technician waited at the door when the child answered, until an adult came to the door.  An adult male and female came to the door and let our technician in.  All diagnosis were sent to the property managment company.  Any questions about them need to be directed to the property managment comapny, we are contractually obligated not to share that information with any tenants.

• Initial Complaint

  Date:11/03/2022

  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.

  Complaint: 18353190
  
  I am rejecting this response because: ************ has been to my home 5 times charging for repairs that did not resolve the issues. They did the diagnostic, recommended the repair and the bottom line is, they failed to resolve the issues they were paid to repair.
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/09/2022

  The original complaint was repaired.  After the repair, she experienced a low water fill error.  This was caused from excessive sediment in water lines in house plumbing.  We have her an estimate for the additional repair and instructed her to contact a plumber.  She declined the additional repairs then requested a refund for the original repair.  Since the original repair was not part of the new issue, the new issue could not be diagnosed until the original repair was complete, we declined a refund.

  Business Response

  Date: 11/10/2022

  First trip we diagnosed the original complaint.  Second trip we repaired the original complaint.  Third and forth trips were to try to resolve the additional complaints without any additional charges.  Fifth trip was to give an estimate to replace socondary issue and steam clean fabric softener from inside of machine.

  Customer Answer

  Date: 11/10/2022

  Complaint: 18353190
  
  I am rejecting this response because:

  -the clothes do not wring out; they are soaking wet when they are finished washing.  They haven't fixed what is wrong with the machine; they never fixed it the first time.
  
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 12/07/2022

  12/07/2022: Mediator sent an email to the consumer.