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:01/08/2025

  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.

  Company is assigned as a service provider for *******. They cannot be reached, and do not answer calls, emails or text messages. They only call after their normal business hours (5pm EST and on) ands hang up when answered. When contacted via email or text, there is no response. When called, you are placed on hold for hours, only to be hung up on. They practice deceptive business practices and only serve to show an attempt at scheduling service so then a warranty period can expire or a service ticket can be closed as if the customer is unresponsive. Its very clear, given the numerous online reviews of extremely poor responsiveness, moneygrabbing service visits and a current BBB rating of F, they do not belong in business and will continue to scam future customers.

  Business Response

  Date: 01/23/2025

   

  BBB ID: ********

  Customer Name: **** *****

  Samsung Ref: **********

   

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by our failure to appropriately coordinate communication with the customer. Upon reviewing the ticket on file, we recognize that our agent predominantly attempted to contact the customer after 4:30 PM. This approach was not ideal and did not align with our commitment to providing timely and flexible scheduling options.

   

  We take full responsibility for this oversight and have addressed the issue directly with the agent involved. Corrective actions have been taken to ensure that, moving forward, all customers receive contact attempts both in the morning and evening, accommodating their availability for scheduling.

   

  If the customer still requires **********************, we would be happy to assist by working with ******* to create a new ticket and promptly schedule the necessary service.

   

  We deeply regret the inconvenience caused and appreciate the opportunity to make things right. Please do not hesitate to reach out with any further concerns or questions.

   

  Sincerely,

   

  ****** *******

  Home Service Network

• Initial Complaint

  Date:08/30/2024

  Type:Order 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.

  We purchased a ******* fridge at the end of 2022 and immediately had issues. A tech has been sent multiple times to come and fix the issues but they keep not fixing it. The fridge is now out of warranty and they want to be paid out of pocket for an issue that has been ongoing since the warranty period. They dont actually fix anything! They show up, say if the problem still happens we will come back and do that over and over again. Water is leaking under the crisper drawer and freezing. This has been going on for months. They send the same tech over and over. He doesnt know how to fix it. We asked for a different tech and were told that they assign them systematically and cant change who they send. They dont actually care about fixing your appliances because if they stay broken they can just keep cashing in.

• Initial Complaint

  Date:05/20/2024

  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.

  I have a brand new dryer and washer (2024), that I purchased in March of this year AND HAVE NOT USED YET. Unfortunately, there was a malfunction in the motherboard. In April when I called about the inoperable dryer, ******* sent Home Service Network (HSN) to tend to repairs, I could not get an appointment until May. (Mind you, they do not work on weekends - so now I have to take off from work- because I am a teacher). On 5/6 a tech arrived, removed all parts from the dryer and said, that he was unable to work on it and that I needed to order a part for the dryer (by the way it is under warranty so I should not be paying for parts- per *******). We rescheduled for next week. (Now my students are missing 2 days of learning). On 5/13 the same tech arrives, unfortunately the part that arrived was incorrect and he said that he is unable to work on it. I asked if I can get 20 minutes to go up the street to get the part and return because I cant take off work again. He nods yes, then leaves my home within 5 minutes of my exit. So now I have used unpaid leave to receive zero services or repair on my dryer, impacted my students education, still unable to wash clothes, and have to reschedule again. I called HSN they have caller ID (does not accept blocked calls) They picked up phone and hung up every time I called. I called ******* and explained what has happened, they said they will reschedule for 5/20. Today is now 5/20 and this is literally costing me money! I called to inquire about my appointment time. HSN alleged that I spoke with them and requested another company. If your calls are recorded, please let me know because I have not been able to speak with anyone. I have no appointment today and now we have another week of no appointment and no repair and no clean clothes because the hope was that I would fully be repaired. All I want is for my dryer and washer to be fixed and functioning. This is very unfair to me and my students education.

• Initial Complaint

  Date:04/18/2024

  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.

  I had a service appointment to repair my dishwasher. It took a week and a half to get the appointment it was scheduled. The appointment was scheduled for Friday, April 12. I had to be home from noon to 6 PM. This meant I had to take a day off of work. Well, I was waiting for the repair man to show up. I received a text at 2 PM that day stating that they were not coming because the parts never came in that they needed to fix my dishwasher. Nobody even came to look at the dishwasher so I don’t know how they would know what part they needed over the phone.
  Then they rescheduled me for the following Thursday, April 18 between noon and 6 PM. Again, I had to take the day off of work. I sat home all day waiting and they never showed up. No call no text nothing.
  Now, I am out two days pay for work and I still don’t have a working dishwasher for my family of six almost 3 weeks after it broke.
  This was a warranty repair through Samsung, this is the only company They have that does their repairs in my area.

• Initial Complaint

  Date:03/30/2024

  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.

  RE: ******* repair ticket number: ********** On March 19, 2024, this outfit was assigned to me by ******* for a SIMPLE repair for a gas dryer that was well within its 1-year warranty period (i.e., parts and labor). The technician, ******** came by my home, looked at the dryer lazily, and hastily and brashly concluded that the defective noise I was hearing was due to customer or delivery neglect, and suggested that my warranty had been invalidated. He suggested that a new dryer frame would be required, at an expense of $500 (!!) - and that my (now-voided) warranty would not cover it. He suggested I sign his paper form admitting that I neglected my dryer, that my warranty was invalid, and that the only way my dryer would be repaired would be with substantial out-of-pocket expense. He emphatically stated that he would not be repairing anything on this day due to "customer neglect". Naturally, I did not sign anything, and promptly showed him to my front door.I immediately phoned *******, and they decided (rightfully) to have a second repair outfit come by to "validate" the nonsensical first assessment performed by HSN. This second validation assessment took place on March 28, 2024 by a local repair outfit, and the repair personnel couldn't have been nicer. The repair turned out to be a simple adjustment, which immediately and substantially improved the problem, but to make certain the problem was fixed beyond any doubts - they decided to order me a new dryer drum just to be sure. That final repair is pending.I am bringing this matter to the attention of BBB because "HSN" is an unqualified scam outfit that appears to: a) want to "pick and choose" which repairs they feel like doing on any given day, and b) want to charge customers for egregious and unnecessary out-of-pocket expenses when their product is covered under full manufacturer warranty. I would like an apology from senior HSN management.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/26/2024

  Our technician diligently assessed the issue reported, and upon diagnosing the unit, discovered a bent frame which was identified as the source of the noise. Our technician promptly contacted ******* technical support to report the observed dent along with accompanying photos. Unfortunately, we were informed by ******* that the warranty for the unit was deemed void due to the presence of this dent.
  
  
   
  
  
   
  
  
  As a third-party repair center, we are contractually obligated to comply with the decisions made by the manufacturer regarding warranty coverage. Despite our efforts, ******* did not approve the repair due to the existing damage.
  
  
   
  
  
  We understand the frustration this situation may have caused the customer, but it's important to note that our role is to facilitate repairs within the framework of manufacturer policies. Should the customer wish to contest *******'s decision and seek a warranty update, they would need to directly engage with *******.

• Initial Complaint

  Date:03/14/2024

  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.

  My information was passed on to HSN via ******* for an appliance repair. I received an automated message from them to scheduled a service, responded "yes" and no one has reached out to me yet. I have also tried calling the number provided by their automated message numerous times and no one picks up. I can't even comment on their service because it is impossible to even get them on the phone to schedule a service

  Business Response

  Date: 04/26/2024

  After reviewing the details of the situation, we'd like to provide clarification on the sequence of events.

   

  On March 13th, a ticket was indeed created for ****************, and on the same day, we promptly reached out via SMS to discuss our service fees. We received confirmation from the customer, indicating their willingness to proceed with our services. Following this confirmation, we promptly contacted **************** on March 14th to schedule an appointment at the earliest available date, which was March 18th.

   

  However, on the scheduled appointment date, March 18th, **************** informed us of their decision to cancel the appointment, citing that their unit was functioning properly and didn't require our services at that time.

   

  We understand **************** 's concern regarding the scheduling process and apologize for any inconvenience caused. Please note that we followed up with the customer as soon as possible after receiving their initial confirmation of interest in our services. Additionally, we made every effort to accommodate their request for an appointment at the earliest convenience.

• Initial Complaint

  Date:02/06/2024

  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 Tuesday, February 6, 2024, at approximately 1:15pm, a Home Service Network technician reported to my residence to repair a warranty part on my Samsung refrigerator, more specifically the icemaker. It should also be noted that Home Service Network was supposed to come to my residence on January 26, 2024 and did not show up, nor did they answer any of my calls or inquiries.
  
  Upon arrival of the technician, he began rigorously banging and drilling on ice that had formed on part of the fridge and in turn, he punctured a whole in the gas line, expelling freon fumes into my home. All of this is on video and a witness was present. I also have two young children and the smell forced us outside for hours. The refrigerator is completely unusable now and all of the contents are spoiled.
  
  Not only did the technician further damage our refrigerator to the point where we are unable to use it, but he left in a hurry and without warning. He also never supplied us with documentation that he attempted to fix the part, or what the next steps in our claim would be.

• Initial Complaint

  Date:01/26/2024

  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.

  Date of transaction: jan 3, **** Amount of money paid: $130.35 What the businesses committed to provide: diagnosis of my television for repair Nature of the dispute: the technician was supposed to diagnose the issue with my television. I was not able to be home so my father was here instead. The technician showed up, turned the ** on and off, and then charged my father for the service call. There were no instructions on what was wrong with the **, no follow up call explaining what needed to be done, and I have video showing that he did not run any diagnistics for the two minutes that he was looking at the **. He did not perform the service promised.Business tried to resolve: No. I've called multiple times, left messages, and sent emails for the past 23 days with no contact at all. Order number: Ticket **********

  Business Response

  Date: 02/08/2024

  Regarding the complaint, we would like to clarify the sequence of events and our actions:

   

  • We acknowledge that ******* **s often encounter similar issues, and as a result, our technicians are trained to identify common problems and their potential solutions. In this case, we had a clear understanding of the probable part needed for the repair.

   

  • Prior to scheduling any service appointment, we informed the customer about the potential cost of the required part. However, the customer insisted on having a technician visit their location to diagnose the unit personally.

   

  • As per our standard procedure, we charge a $120 fee for the technician's visit and diagnostic service. Despite our recommendation to proceed with the part replacement directly, we accommodated the customer's request for an on-site diagnosis.

   

  • During the technician's visit, it was confirmed that the ** was experiencing power cycling issues, and the LED light was blinking two times, indicating an error code associated with panel malfunction.

   

  • Upon diagnosing the problem, it became evident that the panel needed replacement. However, we understand that the cost of the replacement part exceeded the customer's budget expectations.

   

  • Given the circumstances, we completed the diagnostic service as requested by the customer. We provided the customer with the necessary information regarding the panel replacement and advised them that if they wish to proceed with the repair, a new service ticket can be created for the panel replacement process.

   

  In summary, we made every effort to accommodate the customer's request for a diagnostic ********************** despite our prior knowledge of the likely issue and the associated cost. We remain committed to assisting the customer further should they decide to pursue the panel replacement option.

   

  Customer Answer

  Date: 02/08/2024

  
  Complaint: 21203208 

  Business: Home Service Network, Inc.
  *************************************************************
  
  I am rejecting this response because:
  

  The business had a clear understanding of the PROBABALE part required, but the business did not have a clear understanding of the ACTUAL part required. The business insisted, by text message and never being reached by phone, that it could be a very cheap part or a very expensive part. They agreed to assess and diagnose on site.
  
  So I agreed to have the business send a technician to do a diagnostic check. This diagnosis was not completed; instead the technician looked at the ** from 1:19:03pm until 1:20:23pm, a total of 80 seconds. They made no attempt to do an actual diagnosis and instead made the visit only to say it was the very expensive part. I have video supporting evidence, hence the time stamp. A diagnostic check would entail at least removing the back of the television in order to confirm there are no loose connections, power supply issues, etc. The diagnostic check must be done to eliminate all issues prior resorting to the most expensive option, but the business only wanted to collect the service fee, leave, charge for the more expensive part, all without knowing for sure the panel was the sole cause and issue. For all we know at this point, replacing the panel may not solve the problem because there wasn't a full diagnostic check done. 
  
  This business did not perform a diagnostic service and therefore should not charge a diagnostic service fee. I was not given any explanation of the service provided nor a report of the service provided. It's clear.
  
  In order to explain all of this to the business I messaged with ******* directly on three occasions, then moved to messaging directly the business. I emailed on 1/4/2024 with no response. I emailed on 1/9/2024 with no response. I emailed on 1/11/2024 with no response. I called on 1/19/2024 with no response. I emailed on 1/19/2024 with no response. I called on 1/21 with no response. Finally on 1/26/2024 I filed this complaint with the BBB. There was again no response from the business. It was only when I instituted a chargeback on 2/5/2024 did I receive a call on 2/6/2024. On that call, after over a month of follow up, was the first time the business gave any assessment of the service provided but it was all general talking points. I tried calling back 2/7/2024 but could not reach anyone again. I emailed again on 2/7/2024 and once again no reply. 
  
  This company has no desire to actually do the work required or assist customers. It was only during the chargeback stage and the loss of their income that they responded with the bare minimum effort and generic talking points. There has been NO effort by the company to actually perform a proper diagnostic service or engage in resolving the problem unless pushed by the credit card company. This should be evident from their miserable BBB rating, common and frequent complaints, but is unfortunately unavoidable since ******* still uses them as a vendor. That is something I will likely be broaching with ******* directly.
   
  Regards,
  
  *************************

  Business Response

  Date: 02/22/2024

  Unfortunately, there is not much more we can do at this time. Indicator light flashing/blinking 2X is a panel error code as to why tech advised panel replacement needed which is why before sending tech out, we clearly advised the customer what part will be needed based on the symptom but the customer still insisted having tech diagnose done by customer.

  
  

  Customer Answer

  Date: 02/23/2024

  
  Complaint: 21203208
  
  I am rejecting this response because it was not a response to any of the clearly explained points I've listed. The business is choosing to not accept fault where they clearly have fault.

  The business had an understanding of the probable part required based on the initial request, but the business did not have a clear understanding of the ACTUAL part required. The business insisted, by text message and never being reached by phone, that it could be a very cheap part or a very expensive part. They agreed to assess and diagnose on site.
  

  I agreed to have the business send a technician to do a diagnostic check. This diagnosis was not completed; instead the technician looked at the ** from 1:19:03pm until 1:20:23pm, a total of 80 seconds. They made no attempt to do an actual diagnosis and instead made the visit only to say it was the very expensive part. I have video supporting evidence, hence the time stamp. A diagnostic check would entail at least removing the back of the television in order to confirm there are no loose connections, power supply issues, etc. The diagnostic check must be done to eliminate all issues prior to resorting to the most expensive option, but the business decided to collect the service fee, leave, suggest the more expensive part, all without knowing for sure the panel was the sole cause and issue. For all we know at this point, replacing the panel may not solve the problem because there wasn't a full diagnostic check done. I could still have a broken ** afterwards.
  
  This business did not perform a diagnostic service and therefore should not charge a diagnostic service fee of $130.35. I was not given any explanation of the service provided nor a report of the service provided. 
  
  In order to explain all of this to the business I messaged with ******* directly on three occasions, then moved to messaging directly the business as ******* required (even though this was a ******* dealer). I emailed the business on 1/4/2024 with no response. I emailed on 1/9/2024 with no response. I emailed on 1/11/2024 with no response. I called on 1/19/2024 with no response. I emailed on 1/19/2024 with no response. I called on 1/21 with no response. On 1/26/2024 I filed a complaint with the BBB but again no response from the business. It was only when I instituted a chargeback on 2/5/2024 did I receive a call on 2/6/2024. On that call, after over a month of follow up, was the first time the business gave any assessment of the service provided but it was all general talking points that could apply to any service for a ******* **. I tried calling back 2/7/2024 to discuss further but could not reach anyone again. I emailed again on 2/7/2024 and once again no reply.
  
  This company has no desire to actually do the work required or assist customers. It was only during the chargeback stage and the loss of their income that they responded with the bare minimum effort and generic talking points, which you can see again here. There has been no effort by the company to actually perform a proper diagnostic service or engage in resolving the problem unless pushed by the credit card company. This should be evident from their extremely poor BBB rating, common and frequent complaints, but is unfortunately unavoidable since ******* still uses them as a vendor. That is something I will likely be broaching with ******* directly.
   
  Regards,
  *************************

• Initial Complaint

  Date:01/11/2024

  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.

  Home Service Network is a repair service contractor on behalf of ******* Appliances. I was referred to them by ******* for warranty repairs on a refrigerator on 12/27/2023. It has been nearly impossible to get ahold of HSN - through more than 5 phone calls, I have waited more than an hour total on hold simply to schedule a service appointment. I have often left voicemails with no response. I was finally able to get a service appointment scheduled on January 8, ****. The technician spent 5 minutes looking at the refrigerator, told me it was covered under warranty and that a different technician would be scheduled to come out and repair it. For two days I have been trying to get back in touch with HSN to schedule the actual repair and have had no luck. I have now been without a refrigerator for more than two weeks and can't get in touch with HSN to schedule the repair.

  Business Response

  Date: 01/29/2024

  I hope this message finds you well. We appreciate the opportunity to address the complaint filed against our company Below, we outline the timeline of events and the steps taken to resolve the reported no-cooling issue with the ******* Refrigerator.
  
  
  Initial Appointment (1/08):
  The customer scheduled an appointment online for their ******* Refrigerator on 1/08 due to a no-cooling issue.
  ************** visited the customer's location and, upon inspection, determined that a seal system repair for the compressor was necessary.
  On-site, ************** contacted ******* tech support to confirm the diagnosis and to ascertain that only a certified technician could perform the required seal system repair.
  Rescheduling and Follow-up (1/09):
  On 1/09, we promptly contacted the customer to communicate the need for a seal system repair and to reschedule the follow-up appointment.
  The follow-up appointment was successfully rescheduled for 1/15 with a certified seal system technician.
  Resolution (1/15):
  On the rescheduled date, our certified technician completed the seal system repair, addressing the root cause of the no-cooling issue.
  The refrigerator was thoroughly tested and confirmed to be in proper working condition.
   
  
  
  It is important to note that the customer filed the complaint on 1/11, just two days after the initial appointment and well before the scheduled follow-up appointment and successful resolution on 1/15. We regret any inconvenience experienced by the customer during this time, but we want to emphasize our commitment to providing timely and effective solutions.
  
  
   

• Initial Complaint

  Date:11/11/2023

  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.

  My ********** stopped working October 13. ****** scheduled a ** repair service since the tv was still under manufacture warranty. The ** was picked up from my house October 19.This company has not given any update regarding my tv.They do not answer the phone/return any voicemail left.I have contacted ******* directly as the company who took my ** is outsourced by *******. They are not returning *******s emails/phone calls either.******* advised me they were NEVER supposed to take the ** from my house as it is a large **. They were supposed to fix the ** in house.We are now going on a month of no update. We feel as though they stole our ** at this point. I need either a new ** or someone to advise of when my ** will be returned to me.

  Business Response

  Date: 12/07/2023

  Our team encountered an unforeseen challenge as a crucial part required for the repair was unexpectedly back-ordered by ******** Understanding the importance of a swift resolution, we diligently attempted to communicate the situation to the customer and explored alternative solutions, including the possibility of exchanging the unit for their convenience

   

   

  Despite our consistent efforts to expedite the process and seeking updates from ******* over the course of nearly a month, the necessary part was not promptly available. However, I am pleased to inform you that after persistent follow-**** we finally received the required part from ******** Subsequently, our repair team swiftly conducted the necessary repairs and ensured the ** was promptly delivered back to the customer on 11/29.

   

  Please accept our sincerest apologies for the inconvenience caused to the customer due to this delay.

  Customer Answer

  Date: 12/08/2023

  
  Complaint: 20856875
  
  I am rejecting this response because:
  
  I find it COMICAL that this company is lying about their efforts of trying to communicate with myself regarding the unit. We never received a single phone call/email from this company about an update/other alternative solutions. ******* couldnt even get ahold of them. Go ahead & try to call the phone number for this company, ************. It will ring for 5 minutes & then send you to voicemail. THEY NEVER RETURN ANY VOICEMAILS. Again, terrible company. 
  

  If you called, please send receipts of the phone number, date & time. Youre absolutely lying. 

  It took me contacting *******s CEO team to get any progress made on the tv. The tv was finally returned to me after over a month with no updates. If this company is so responsive why did *******s CEO team have to keep telling me they were waiting on you guys to respond?? COMICAL. 
  

  This company truly needs to be shut down. An absolute JOKE.

  
  Regards,
  
  *************************

  Business Response

  Date: 12/29/2023

  We received notice this response was rejected but unfortunately at this time there is not much we can do since ** is now returned to the customer.

   

  Our team encountered an unforeseen challenge as a crucial part required for the repair was unexpectedly back-ordered by ******** Understanding the importance of a swift resolution, we diligently attempted to communicate with ******* for the customer behave to explored alternative solutions, including the possibility of exchanging the unit for their convenience but ******* rejected to exchange the unit or provide parts quicker.

  Despite our consistent efforts to expedite the process and seeking updates from ******* over the course of nearly a month, the necessary part was not promptly available. However, I am pleased to inform you that after persistent follow-**** we finally received the required part from ******** Subsequently, our repair team swiftly conducted the necessary repairs and ensured the ** was promptly delivered back to the customer on 11/29.

   

  Please accept our sincerest apologies for the inconvenience caused to the customer due to this delay.