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:07/18/2025

  Type:Billing 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.

  On 7/1/2025, ****** *********** DBA NL Electric and Appliance attempted to repair my 8-year-old refrigerator which was not circulating air from the freezer. He immediately, without doing any sort of diagnostics, told us the problem was the fan, and that we also should replace the control board because, in his words, if we don't it will go out and he will just have to come back. We agreed, based on his recommendations. He replaced both parts, and the refrigerator was not fixed. He reordered the control board and installed the new board. The refrigerator still did not work. He kept using a voltmeter and said we did not have enough voltage, that it had to be wiring and he was unable to fix the refrigerator at that point. He refunded everything but the service fee. We almost bought a new refrigerator, trusting that he was knowledgeable, but decided to try another contractor, Everyday Appliance, that had been in business for 29 years (I verified this). He fixed our refrigerator in less than 20 minutes by replacing the fan. I called ******** wife and business partner, ***, asking for a refund of my $89, because he misdiagnosed the problem, tried to upsell us a part, that we didn't need (according to the second electrician) and told us he could not fix our refrigerator.
  
  I'm also complaining because his website claims he is a multi-generational family-owned and operated small business. The business is owned by him and his wife ***. When I asked for my money back, I knew I was speaking with his wife, ***, however, she said she would "speak with the owners (of which she is one)" and get back to me. In a text to my husband, she said, "the owners discussed the situation," meaning she and ****** discussed it - and decided not to refund the money, because he performed the work. The work was performed incorrectly, and he told us he could not repair faulty wiring. His listing in Home Advisor says he has been in business for 25 years. He has been in business since 2022. He is 45.

  

  Business Response

  Date: 07/21/2025

  Hello,

  I will start by saying that on the phone you did not ever speak to *** ***********, ******** wife. You spoke to ***** *****, one of our office managers. She did immediately bring the issue to the attention of our owners. As explained in the message, we did stand by our warranty and refund everything except the service call fee which was explained when the refund was issued on 7/11/2025, receipt *****. You're again saying the issue was misdiagnosed but admitting ****** did install a fan and that a later technician from another company installed a fan as well (which was the proper diagnosis). Also explained in the message, some GE refrigerators require a software update when the evaporator fan motor is installed, hence the board installation. Addressing the years in business inquiry, our entire family has been in appliance repair for generations. ****** started his own business (NL Electric and Appliance Services) doing appliance repair and residential electrical work in 2022 to incorporate both his lifetime of appliance repair knowledge with his own trade knowledge of electrical work. The service call fee would have been collected even if it had never been decided to proceed with the repair. This is explained on our website and all other sites we can be found on and is known before the first appointment is ever scheduled. I apologize that the repair didn't work out. We did attempt multiple times to resolve the issue and did refund the repair total when the issue kept arising. Overall, I am glad you were able to get your refrigerator repaired and hope everything continues to go well. Thank you.

  -NL Office