Complaints

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

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  AAA Home Services

  827 W Terra Ln O Fallon, MO 63366-2367

  
• 

  AAA Home Services

  7428 Mexico Rd Saint Peters, MO 63376-1300

  

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:07/03/2023

  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 scheduled two repair services calls with them. The first one AAA Home Service did not bother to show up or call. The second appointment repair technician was supposed to at my home between 8am -12pm. According to AAA Home Service and LG appliances never came again. When asking to speak with the owner. One of their representatives stated she was the owner. When clearly, she was not **** or **** ******. Resulting my repair never been fixed.

  

  Business Response

  Date: 07/10/2023

  This was a warranty call from LG. LG has not sent us any type of work order on this particular unit. When they do, we will reach out and schedule.

  That is the process from which we work with LG-

  Thank you -

  Customer Answer

  Date: 07/14/2023

  Complaint: ********
  
  I am rejecting this response because: I provided a screenshot of my appointment on June 22th. For the first appointment that they didn't bother the show up for. And with the second appointment that we made. The representative said that he called my phone. And I didn't pick up. And he just moved on to the next customer. And that's when the lies begin.
  
  
  
  Sincerely,
  ****** ******

• Initial Complaint

  Date:05/30/2023

  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.

  It was Tuesday, May 23, 2023, I started smelling a stenchy smell from my refrigerator. The ice machine was not working. I didn't have that much in my refrigerator and thought maybe it was something not good here. So, a brown liquid was leaking by the refrigerator door from brown to clear and it dried up. I called Lowe's and they couldn't do anything so I called Whirlpool and told them the information about my refrigerator. The stench was making me nauseous. I called Whirlpool and the first availability was a week out. So I called Whirlpool twice and on the second call I told them it was making us sick and nauseous. It smelled in the ice. They put me on hold and then said they would get someone out on Friday, May 26 and no one showed up. They cancelled my appointment with Diamond and sent me an email confirming a scheduled appointment with Whirlpool. I called them and they said they have no information in the system from Whirlpool. They did not come out. They said they have no knowledge of me calling them. I called my sister crying about this and she told me to go to their social media site of AAA Home Services. I got a post from *** ***** and a phone number to call him. I called him. He said he had nothing in his company system that I had an appointment. I sent him an email from Whirlpool on Tuesday, May 23, 2023 verifying saying that AAA Home Services was coming out. AAA Home Services said that I had cancelled my appointment. So I called him this morning and they said no one can come out until Friday, June 2. AAA Home Services and Whirlpool should have made this a priority. AAA Home Services should come out and fix this refrigerator.

  

  Business Response

  Date: 06/15/2023

  I received a call from ****** on May 26th about her refrigerator smelling. She did not purchase the refrigerator from AAA Home Services. We did not receive anything from Whirlpool stating they had an appointment with us.  They did send over a notification on 5/26 stating she was in need of service. We did state to her that we could come out the following Friday and take a look at the unit - that would have been June 2. That was our earliest availability we had at the time of inquiry. ****** cancelled that appointment with us because they had found another company to service their needs sooner than June 2. 

  Customer Answer

  Date: 06/15/2023

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

  I never canceled an appointment with AAA. I received an email from Whirpool stating AAA was to come out to my home and they received the email as well. *** ***** who is the owner of the company reached out to me on social media and told me to call him. I called him up and he stated he did not receive an email from Whirlpool or a work order. This would've been on 5/26/23. He asked me to send a copy of the email and I forwarded it to him that day. He said it's a holiday weekend and he didn't have anyone to come out to my house, and he would follow up with me on the upcoming Tuesday. I stated that it was an emergency but he did not care that we were inhaling toxic fumes. He didn't call me, I ended up calling him that Tuesday and he said no one would be able to come until that Friday. This would put me at another week of dealing with toxic fumes. Whirlpool said they would send the Diamond Factory out, and to cancel AAA. I ended up contacting the Health Department as well. When *** ***** found out I was in an toxic unhealthy environment and I had an email to prove an appointment he should've had someone come out to my house. 

  
  

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

  

  Business Response

  Date: 06/16/2023

  Whirlpool does not schedule our warranty work. AAA schedules warranty work we receive based on our availability. Our first availability was on June 2nd. You notified us that you found another company to work on the unit sooner than June 2. So we cancelled your appointment with us. 

• Initial Complaint

  Date:02/10/2023

  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.

  On October 25, 2022, I paid $375.00 to AAA Home Services for an annual maintenance contract for our home in *****************, **. on November 30, 2022, we sold & closed on this home. At that time I contacted AAA advising them of this sale, & requested a partial refund. I was asked to submit an email to their company which I did on November 28, 2022. After several more emails & calls to ****** at AAA, I am still waiting for their action on my request. Thank you. **** & *****************************

  

  Business Response

  Date: 02/13/2023

  We have reviewed your request for a pro-rated refund and have issued you that pro-rated refund based on the services of the membership you have used. We did need time to review your inquiry and have completed our investigation. 

  A refund in the amount of $197.00 in total has been issued by AAA Home Services. 

  Thank you.

  AAA Home Services

  Customer Answer

  Date: 02/15/2023

  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:12/20/2022

  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.

  On 12-18-2022, AAA Appliance came out and installed a new ****** Dishwasher. I spent $700 on the dishwasher and $150 for installation. Two days later I went to do the first wash in the new machine and it would not work. It kept blinking and beeping error codes H2O and E4F8 over and over. I immediately had AAA come back out to fix the problem. When the employee got underneath the dishwasher to check the valve, he looked up at me and said, " You might want to go check your basement, its nothing but water underneath here". My husband ran down and water was dripping everywhere in the storage area of my basement. The employee told me it looked as though it had been leaking water since the date they installed it. He then recommended I call the Flood Team for the water damage. I explained to him that AAA would have to pay for them to come out and he told me that yes AAA would file a claim and would most likely go after ****** since it appeared the valve on the dishwasher was defective (which I believe it possibly got damaged during installation). The flood team came out and said the water had seeped underneath my ceramic tile kitchen floor near dishwasher and sink area. They had to rip all those tiles out and are now trying to get my sub floor dried with large dryers. I also had water damage to the bottom of my kitchen cabinets. I waited until Monday to call AAA at 1pm, due to never hearing from them. I talked to the manager, Brian, who was extremely rude and asked why I was contacting them about the issue. They came out and installed a dishwasher that flooded my house and caused extensive damage and he literally told me it was not their problem and told me to contact ****** or my insurance company. Never apologized for what happened and the inconvenience this has caused me and my family. Told me he would not be filing a claim and that I'm basically on my own. I am furious and can send you pictures of the damage it has caused. I want something done about this immediately.

  

  Business Response

  Date: 12/21/2022

  There is a manufacturers defect part (water inlet valve) that caused the unit to leak. The connections of the hoses were installed properly and were not leaking. The unit is under warranty by ********* and we instructed the homeowner to call ********* and open a claim for the repair and the damage that was caused by the defective unit. The unit is repairable. We did receive a call yesterday from ********* Management regarding this claim so maybe the claim has already been opened by the homeowner.  We are waiting instruction as to how to proceed. We do have the part and will await confirmation from homeowner/********* on how we should proceed with the repair that is covered by the ********* warranty.

• Initial Complaint

  Date:12/05/2022

  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.

  I signed up for annual HVAC service on 11/9/21 for $209. Tried to schedule spring service, but no answer at the company. The company only called after the year was up after 11/9/22 to schedule fall cleaning. They indicated that it would still be covered under our agreement but the service tech was instructed to charge us. I paid him thinking we could resolve with the office. Called the office and spoked to Jessie, who claimed to be the owner. She said the annual membership expired and that is why they charged us for the fall cleaning. I tried to reason with her to see if she would still refund for the fall and provide spring service since we paid for both but did not receive either service. I would like to have my annual service charge of $209 refunded since they did not provide the service I paid for. Thanks.

  

  Business Response

  Date: 12/06/2022

  We did do the fall 2021 Maintenance check for the customer. The 2022 spring Maintenance check was scheduled for late April (which he scheduled) but he missed his appointment with us. We called him in May, June and July to reschedule but we but we never heard from the customer. We called him in a follow up again for renewal not to schedule fall maintenance in which he was informed to pay the 89.00. We explained to him this is a one-year membership and we cannot control if he uses the full options available in the membership.

• Initial Complaint

  Date:08/12/2022

  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.

  I pay ******** **** ****** (***) monthly so that, when one of my appliances needs repair or replacement, they send a local contracted vendor to come out and do an assessment for $50. Then, *** either orders the parts or consults with me to purchase and install a replacement if repair is not possible. On the next visit, the contracted vendor will repair or install the appliance needed. All has worked well with ***, mostly, for many years, until now. Since late June, I have had a broken (leaking valve, onto the floor) dishwasher. I also have a weird problem with our clothes washer. *** got a contracted vendor, AAA Home Services StL, to come out and do assessments for both. However, I have had nothing but trouble with this contracted vendor, AAA. After coming out to do the assessment but leaving us NO PAPERWORK, no invoice (which they claim they DID leave; liars), I heard nothing from them for 2 weeks, not even after they admitted receiving the parts for the dishwasher right away (July 3) when I called. ***** (the manager) claimed he "won't come out until ALL the parts are in" and since the clothes washer parts are "backordered," I "have to wait." "How long?" I asked. "My kitchen floor is getting ruined." "Don't know." was his response. I called *** to report this problem & asked them to cancel the clothes washer order completely. *** said they emailed & left messages severing the two appliances' repair orders over the last several weeks, many times. I still (August 12) haven't been able to get the dishwasher repaired. ***** won't send anyone to come out to do the repair for "just the dishwasher." AAA's ***** won't answer when *** calls or isn't at work (keeps very erratic hours), hasn't responded to emails, won't send repair people out as directed by ***. Others at AAA claim they have received NOTHING from *** about severing the two orders. ***** also does not call me back after leaving voicemail. 8 weeks later: dishwasher still leaking, still not fixed.

  

  Business Response

  Date: 08/23/2022

  6-29 - dispatched to service call

  6-30 - We submitted to *** our findings on the multiple appliance repairs. One of the items (control panel) was a back order item and because of that ******** **** ****** decided to supply us with all of the parts for the repairs needed on all the appliances. Since the appliances were all on the same order from ******** **** ******, AAA has to wait for the last part to come in before we can be dispatched again by *** to do the work.

  8-8 - we are still waiting on the last part to arrive

  8-13 - AAA receives the control panel from ******** **** ******

  8-19 - AAA completes the job from ******** **** ******

  Our office did talk with customer and explain that since the order had all 3 appliance repairs on it, that we would need to wait for the last part before we could begin the repair work. That policy comes from ******** **** ****** and not AAA Home Services. 

  Thanks for the opportunity to respond...

  AAA Home Services

• Initial Complaint

  Date:07/06/2022

  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.

  AAA appliance came out to diagnose my washer on 6-6-22. I was told it was the motherboard and it would be $461 to replace. I didn’t have the money to order the part that day. I called the company a few days later to order the part and they said after it came in (3-5) business days they would call me to schedule. A week went by, no part. The next week I called them to see what was going on and was out through to ***** ******, the manger. He told me my part must have been lost in distribution and they would have to order another one. Finally *** returned to fix the machine on 7-1-22. He put the board on started it up. Seemed to be working and left. Well, it wasn’t working just making noise and seeming to be going through the cycle but not actually washing the clothes. Then would stop and say washing complete when it had 56 mins left of the cycle. I immediately called The company back to see if I could get him back out that day but they scheduled me for 7-5-22. *** returned and told me it was my electrical outlet. He plugged the machine up to an extension cord and started the machine and left. Again, not working. Machine just says sensing and doesn’t actually wash. Now they want to order another motherboard and replace the same part that was more than likely never the issue. I have had the run around from this company for way too long and I want my money back. They will not refund me my money. I do not want them back in my house. ***** is a very difficult man to get ahold of. The company places you on hold for 25 mins and then puts you through to a voicemail box with no results. My father referred me to this company so I didn’t think anything of looking at reviews. I should have. This company seems to have a trend for when things like this go wrong the customer service is obsolete. They are apparently known for having people order parts they don’t need as well. I finally received a call from ***** this afternoon on 7/6. I told him I was filing with the BBB.

  

  Business Response

  Date: 07/11/2022

  We have refunded the part cost of this repair already to the Tanner's. We told them that in a conversation 1 week ago. They were satisfied with our response.

  I'm not sure what else can be done at this time.

  Please close this complaint. Mr. ****** was satisfied with our response.

  Thanks - ***

• Initial Complaint

  Date:07/05/2022

  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 timer on my dryer was not working. It was $89 for the service call. The guy came out and ordered the timer. He got that fixed. Then suddenly the dryer stopped heating. the guy came out, and he said it was heating. I tried to run more loads through and they all came out wet. I ended up having to call a different repair business and they came out. Their guy said the timer was not hooked up correctly. It had been connected to 110 volt, It was corrected by being correctly attached by the new company, to the 240 volt. Now the dryer heats up fine.

  

  Business Response

  Date: 07/21/2022

  This complaint has been resolved to the customers satisfaction. We refunded them $135. Thanks - ***