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:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 March 18, 2025 I had an appointment with a technician scheduled for between 10 am and 1pm. The technician did not show up until nearly 330pm and it took me calling the refrigerator company to find out that he was even delayed because National Platinum Service doesn't answer phones. The diagnosis was needing a new compressor and to recharge the freon and that we should hear back in 24 hours to schedule a new appointment to get the refrigerator fixed. It is now March 26 and National Platinum Service has not contacted me, has not answered when I have tried to reach out. My attempts are completely disconnected. When the refrigerator company tries to call on my behalf, they are sent to voicemail. I know they have the compressor, and have since March 21, because the refrigerator company can see that in their system and told me. Unfortunately the refrigerator company can't do the scheduling, so I'm stuck dealing with National Platinum Service **** They need to start communicating and come out and fix my fridge, which is still under warranty.

• Initial Complaint

  Date:04/12/2024

  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.

  Sent out to our house by American home shield. They said it needed a part.. they did not come with the part during the regular schedule time so It had to be rescheduled. Showed up with the part and it did not work. They said they would contact American home shield so they could provide us with a replacement wash machine. All they had to do was tell American home shield within 48 hours that the wash machine cannot be fixed and this has not been done and now we are headed to the weekend with no wash machine replacement and over two weeks without washing machine. Let me be clear. Platinum appliance is just as bad as American home shield in providing any type of service. Get a hold of them for over two days and no response.

  Business Response

  Date: 05/06/2024

  We apologize for any inconvenience you have encountered. After reviewing the complaint and looking into your dispatch information we were able to see you did have a delayed repair. Normally on the first visit technicians are sent out to diagnose the unit prior to ordering parts. There are times technicians are able to arrive on the first visit with parts on hand but due to the age of your unit being over 20 years old we requested a technician to fully diagnose your unit in person and parts were requested. Unfortunately delays are encountered due to parts availability, based on your washer being an older unit parts were delayed and this process did prolong your repair. This is out of our controls as we try our best to resource parts as quickly as possible. Technician did return on 4/10 to install the parts, after part replacement further parts were required. We were able to submit an authorization to your warranty requesting a replacement option. At this time we are waiting on your warranty American Home Shield to process the replacement option as quickly and efficiently as possible. We sympathize with the inconvenience you have experienced and do our best to provide the best service possible. If you have any further questions please do not hesitate to contact us.

• Initial Complaint

  Date:01/03/2023

  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.

  In May 2022, I contacted ******* Corporation about my Refrigerator's faulty icemaker. My refrigerator is out of warrant but, because of the know problems with the icemakers in their refrigerators, they reinstated my warranty to have this work done by a local repair center that they work with, I also informed ******* of an issue with my refrigerator also dispensing only crushed ice at the same time. I heard from National Platinum of *********** ** the day or so after I spoke with *******, an appointment was scheduled for their technician to come out a week or so later to diagnose the problem which we already knew was a faulty icemaker as a result of that they told me they would be covering the repair for my fridge. After the initial visit we were told by the technician that he'd be back to do the repairs once they had the icemaker. The icemaker was on backorder for a couple of months or so. The technician came back out sometime in July, i think to replace the faulty icemaker and fix the dispensing problem. He was only here for 15-20 mins. A day or so later was when we realized we still had the dispensing problem. Called ******* back they sent another repair ticket to come and fix our dispensing problem. it was November before the technician got back out. The 2 appointments i had prior to that date were canceled because of a family emergency with the technician and the next was because the technician was hurt on the job. I wasn't able to be home when the technician came back out in November to fix our dispensing problem as I had another appointment, my mom was here. Again, he was only here for 15-20 mins, The only thing he did was install a new icemaker still only crushed ice. two weeks later the new icemaker started leaking and freezing over again. After multiple calls to ******* and multiple canceled tickets. The manager refuses to send his technician out again because it's too far and doesn't care that the last repair they did is not working.

  Business Response

  Date: 01/04/2023

  Hello Mrs. ****** *******,
  I do apologize about any inconvenience you have encountered. After reviewing your dispatch I do see where we have come out to service your unit and have replaced parts as well. Unfortunately where your unit is located is not in our normal coverage area for our office. We do take every once in a while a dispatch further out of our coverage area if requested by the warranty company but not required to. We have contacted ******* previously and explained to them requesting the dispatch to be reassigned to local service center near you due to being out of our coverage area. ******* has had major issues regarding the ice maker. Please understand this is an ongoing issue with ******* refrigerators that is out of our control. We have experienced as well as other customers where after multiple ice maker replacement the issue still persists. Due to ******* not having a permanent repair regarding this issue we have exhausted all repair possibilities regarding your unit. If you have any further questions please do not hesitate to contact us.
  
  
  Thank you for understanding.

• 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.

  Where to start? It has been ONE MONTH since NPS ********** came out to look at a ********** stove that had a non-working burner. The stove was under warranty. Told us that parts needed to be ordered, ok, cool; I don’t expect a tech to carry every needed component in his truck. Now comes the fun part…. Not a word from the company. No, “sorry we’re short-handed with the holiday season…” etc. Nothing. I’ve called and they promise to send someone out. That day comes and goes, and still nothing. As you can imagine, my calls to them have become increasingly acrimonious. Today was the best part of this sad story. My wife works from home and they had promised us that a tech would come out and fix the stove. Guess what? Never showed and never called. Even better, someone did come by the house. I guess my wife must have intimidated them in some unknown way, because the truck turned around, drove back down the street and put the parts for the stove in our mailbox. If this is some kind of holiday joke, I’m not laughing. This place is the most ironically named business in America. It should be called National **** Poor Service. I know that some NPS shill will answer with some ** rebuttal, so I direct this particular message to them. ********** has been notified! Fix my **** stove!

  Business Response

  Date: 12/21/2022

  Hello Mr. ****** *****, 

  
  We do apologize about any inconvenience encountered. Our records show that we did initially service your unit back on 11/182022. The repair requires a disassembly of the cooktop glass which requires a two man job. Unfortunately our office was not aware of this. On the day of service when the technician advised our office of the situation , we attempted to contact you in advance with the information. Our office sent a voicemail in regards to the issue encountered since we were not able to get a hold of someone, We advised that we would drop off the part to allow you to get a service center with the manpower to install the parts. This would prevent the other company from having to order parts and delay your repair even further. Thank you for your understanding.

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  
  
  
  Absolute lies!
  
  
   No one called! I received no voicemails, nor did my wife. In fact, she was sitting on the porch and the ******* you sent didn’t even have the guts to get out and explain the situation to her. 
  
  
  No… no one called or informed us of this situation. All I got from your company was broken promises. I really cannot see how this is a two man job. 
  
  
  I expected ** excuses. You guys are apparently are very good with excuses and extremely bad with your stated profession. Keep in mind that I recorded EVERY interaction with your staff at the ********** office. Go ahead and call me a liar. 
  
  
  Quit with the stupid excuses and do the **** job! 
  

  Business Response

  Date: 12/30/2022

  Hello Mr. ****** *****,
  We are sorry to hear your disappointment. 
  Our customer service representatives give the best effort to contact customers and update them with required information accordingly in a timely manner.

  Our call log and agent confirmed she made an outgoing call to 931-220-5762 and aware of the current situation on 12/20/22, 1:32 PM. (Picture is attached)
  An attempt was made to update your household, unfortunately it seems that there was a communication error. 
  As explained previously the repair requires a disassembly of the cooktop glass which requires a two man job. 
  The parts required for repair is an element which requires removal of the cooktop glass.
  Thank you for your understanding.

• Initial Complaint

  Date:12/19/2022

  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.

  National Platinum Service was first contacted on 7/12/2022, they have been out to "repair" my Electrolux washing machine twice. The problem (Error E 11 code) has never been resolved. The last technician told me after his repair they did not know "what else to do". I called the very next day (less than 24 hours later) they did not answer phone nor return my call/message. I have called dozens of times left messages begging them to at least call me back still not reply. If they could not repair my washer they should have AT LEAST called me back and contacted Electrolux and let them know I apparently have a non-repairable machine.

  Business Response

  Date: 12/21/2022

  Hello Mr. *****,
  
  

  We greatly apologize about any inconvenience you've encountered. After reviewing your dispatch I do see that we have been out on two separate attempts to repair your washing machine. According to our record it also shows that you had service by a different service center prior to our visit on 7/12/2022. 
  

  On 6/16/2022 a different service center came out and attempted to repair your washing machine with a drain pump. We received your dispatch and our office contacted you July 1, 2022 to get a background of the issue to allow us to order parts prior to coming out to allow a quick convenient service. Our technician arrived 7/5/2022 and replaced the Main Board and Control Board. We serviced your unit another two times on 8/25/2022 and 9/29/2022 and replaced a Motor Assembly and Power Board. 
  
  This is highly unusual but in certain circumstances we run into issues where multiple part replacement is required. Our records show that we have been in contact and have attempted all possible repairs possible on our end. Unfortunately since you are continuing to have the same issues after part replacement you would need to contact Electrolux Customer Relations to request a replacement or exchange. Electrolux will have records of all attempts of repairs on the unit, we will be more than glad to explain everything to Electrolux if they have any questions regarding the repair.
  
  Thank you and Happy Holidays 
  

  
  

  Customer Answer

  Date: 12/21/2022

   I am rejecting this response because:
  
  
  
  
  I was told the company doing the repairs (their repairman) had to be the one to call Electrolux.  

  Business Response

  Date: 12/31/2022

  Hello
  As explained before due to the current circumstances our technicians have exhausted all options possible for a repair. The next step as explained over the phone would be to contact Electrolux customer relations or request a second opinion. Electrolux would require the customer to call in. If you have any trouble we would gladly assist you in the correct direction to get this resolved as quick as possible. 
  
  
  Thank you 
  
  

• Initial Complaint

  Date:12/16/2022

  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.

  Service repair technician was scheduled to come out 12/16/22 between 1pm-3pm. They didn't not call at all and finally showed up at 4:15. The tech knocked on door and waited for about 2 minutes before walking back to his truck. I walked outside to see who it was about 2 minutes after he last knocked and he was getting back in his truck. I waved him down, he got out and said "you need a washer repair??" And said it like I was bothering him. I said yes, let me put my dog upstairs and he smirked and laughed with a very aggressive tone "well how long is that going to take"? Mind you he was over an hour past the repair time frame and NEVER called to say he was on his way. I told him it will only take a minute to put dog up and he said "bye" and got into his truck and peeled out of the driveway, slinging gravel. Of course i called repair company did not get in touch with anyone NOR did i receive a call back. I am utterly dumbfounded and can not put it into words how terrible this experience has been. This is the lowest form of customer service I have ever experienced.

  Business Response

  Date: 12/19/2022

  Hello Mrs. ******

  We apologize about any inconveniences you have encountered. After reviewing the dispatch we do see that he stopped by your property and stated that no one answered the door on arrival. Normally our technicians do give a call prior to arrival to allow customers enough time to prepare for technician arrival. This is highly unusual for not to follow these procedures. Please understand that technicians may run into delays throughout the day which can cause them to arrive later than the scheduled time frame. We will address these issues with the technician. If you would like service please call into GE, we will gladly assist you. Thank you

• Initial Complaint

  Date:08/03/2022

  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.

  I purchased my washer from ***** on 7/26/21. Around 7/18/22 the belt broke. I contacted this company for the warranty repair, as I was told to do so by the manufacture. After days of not being able to get ahold of anyone, I finally received a call stating that it would be 2 weeks before they could come out. That day comes, I took off work to meet the repair tech at my home, and no one ever shows, the company would also not answer the phone. After days of calling, I finally got another call back saying that they decided to just go ahead and order the part, and wait for it to come in before they showed. We scheduled another date, 8/2/22 for the repair tech to come out since they now had the part. No Surprise, yesterday came and gone, and no one ever showed. Now today, I've tried repeatedly calling the company with no answer at all. THIS PLACE IS A SCAM. Do NOT waste your time!

  Customer Answer

  Date: 08/13/2022

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 08/19/2022

  Hello Mrs. ******,

  We do apologize about any miscommunication or difficulties encountered. After reviewing your dispatch I do see a record of interactions. Your dispatch was originally created 7/18, it does take 24-48 hours sometimes for our system to receive and update the dispatch into our system. We contacted you and scheduled your for 7/22/22. On that date a technician contacted you to diagnose the issue over the phone to get parts on order, you agreed to go ahead and order parts. Due to part supply being back ordered the status of the repair was delayed. Following up to the day we intended to have the part installed an email was received from your manufacturer stating your repair dispatch was cancelled. Unfortunately we were not able to complete the service due to the cancelled dispatch. We would gladly fix your unit, please contact your manufacturer to have a dispatch created. Thank you