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:10/24/2023

  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.

  Last week this company came out to look at my stove the tech said it needed a new burner. He made a phone call to get this part ordered and approved today 10/24/2023 the same tech came out to install this part he had already received permission to install the last visit and he calls me to inform me that ******* said not to fix the stove because they claim it has dirt on it and corrosion. I asked to see proof and this could not be provided to me.This repair was under my extended warranty ticket #*********

  Business Response

  Date: 11/06/2023

  Upon investigation and reviewing the circumstances surrounding customer complaint, we have found that the technician's actions were in line with our company policies and industry standards. During the service call on 10/24 (2^nd trip), ************** conducted a visual assessment of the unit in accordance with ********* warranty guidelines. During this assessment, the technician discovered that the burner cup of the unit was heavily corroded and covered in debris. This level of corrosion and debris is considered to be a result of maintenance neglect, which falls outside the scope of warranty coverage.

   

  When the technician explained this situation to the customer, it appears that a misunderstanding or disagreement arose. We understand that this news may have been disappointing, and we empathize with customer frustration. However, ************** reported that the interaction became hostile, and customer attempted to prevent them from leaving home until the issue was resolved. This created an unsafe and unacceptable situation for **************, who felt threatened by customer actions. In response to customer behavior, ************** informed that they would contact the authorities if they were not allowed to leave premises. Following this, ************** departed the residence, reported the situation to our company, and subsequently closed the ticket as they were unable to complete the service under such circumstances.

   

  The safety and well-being of our employees are of utmost importance to us, and we cannot condone or tolerate any actions that jeopardize their safety or well-being. Given the circumstances, we have reported the incident to ******* and have requested that service be assigned to another service center. Our decision is motivated by a genuine concern for the safety and welfare of our technicians, and we believe that it is in the best interest of all parties involved.

   

  Customer Answer

  Date: 11/06/2023

  
  Complaint: 20776079
  
  I am rejecting this response because:
  First I was not present at the house during this service I never once threatened anyone. I said I will be  calling the police for a report of fraud. Then the technician did not like that and refused to leave the parts that i payed for when i bought this warranty. After speaking with asurion the company who I bought this warranty from they stated this company had no right calling ******* because asurion pays the bills not *******. Also I wanted to know who gave the technician permission to take photos in my house. I never once signed of gave permission for him to do so. What other information did he take pictures of?
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/07/2023

  Unfortunately, due to the circumstances Home Service Network will not be returning to customer home at this time the customer will have to contact ******* or Asurion for further assistance or alternative solutions.

   

  The decision not to dispatch our technicians back to the customer's location is rooted in our commitment to prioritize the safety and welfare of our team. We highly encourage the affected customers to contact *******'s dedicated support channels, as they possess the necessary resources and expertise to explore alternative resolutions or address any further concerns they may have.

   

• Initial Complaint

  Date:09/08/2023

  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 a ******* refrigerator. ******* coordinated a warranty service for my refrigerator through this third party contractor service. My appointment has been rescheduled and no shown 4 times. When I call to verify my appointment I am assured it is on time, right up until they stop answering the phones. My refrigerator has not worked in nearly a month, and at this point I am going to have to repair or replace myself.

  Business Response

  Date: 09/22/2023

  The customer filed a complaint regarding a ********************** request where they claimed they never received the service from our company. We have thoroughly investigated the matter and would like to provide a detailed account of the events leading up to the resolution of the issue.

   

  First Service Request (Ticket #1): On 8/29, Our company reached out to the customer to make an appointment for ********************** and customer requested date for 9/07. Unfortunately, our tech requested for reschedule due to personal issues and contacted customer for rescheduled but the date provided did not work for the customer.

   

  Second Service Request (Ticket #2): New ticket came in on 9/13 immediately contact customer. A technician was promptly dispatched to the customer's location on Tues 9/19. During this visit, the technician successfully repaired the unit, ensuring that it is now in proper working order.

   

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Our ice maker stopped working and we are out of Warranty and contacted ******** They scheduled an appointment to have HSN come and repair. We paid > $300 for repair and service. Within 30 days it was not working again and filed another ticket and HSN came out 2 more times and said it was fixed and the problem was not fixed. We contacted the company 5x by phone and they claimed the issue was resolved.

  Business Response

  Date: 09/13/2023

  This is regarding the service and repairs carried out on their ******* refrigerator. We take customer feedback seriously, and we appreciate the opportunity to respond to their concerns.

   

  As a third-party service center, our role is to provide repair and maintenance of products, manufactured by *******. However, we do not have control over the design, manufacturing, or quality of the products we service. Our technicians follow established protocols to diagnose and repair appliances to the best of their abilities based on the information provided by the manufacturer.

   

   

  In this case, it appears that the ******* refrigerator in question continues to experience problems despite our efforts to address the issues. Given the persistence of the problems, we recommend that the customer contacts ******* directly to explore the possibility of an exchange or refund for their unit. *******'s customer support team is better equipped to address issues related to product quality, warranty coverage, and potential solutions.

  Customer Answer

  Date: 09/13/2023

  
  Complaint: 20547852
  
  I am rejecting this response because: *********** charged us >$300 and said the problem was fixed. We told them it was not fixed. They continued to send someone out 3x and told us it was fixed. We want a refund from the 3rd party company.

  Thanks,
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/12/2023

  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.

  Purchased a ******* washer from ****** in April 2023. Washer makes a loud banging noise during the spin cycle that started this past Monday. Contacted ****** and was given the information for this repair company. Unable to get in touch with anyone for the last 5 days. Message after message was left with no return phone call. Continued calling ****** who helped us get an appointment scheduled for this Friday at 9am. No technician showed or called. Called this repair company again on Friday and still could not get ahold of them. Called ****** again Friday and was told the technician called 4 times and that I did not answer. No technician ever called. Then was told that they had the wrong phone number and because no one answered the technician didnt show up for the scheduled appointment. Was assured by ****** and ******* that a technician would be out Saturday but they could not guarantee a time, that the technician would call in the morning with a time frame. It is now Saturday and still no phone call. Called the company once again and cannot get through. Called ****** who is now stating that the repair company had a glitch with their computer system and no one would be out today. Was again assured that the repair ticket is in and the repair company would call this coming Monday. I will never buy a ******* product again. This repair company is a joke. Nothing but lies. They take no accountability and waste peoples time. Its a shame that ****** is affiliated with this company.

  Business Response

  Date: 09/13/2023

  I hope this message finds you well. Home Service Network operates as a third-party service center and does not handle the initial creation of service tickets. Our primary responsibility is to facilitate service requests once they have been generated by the relevant manufacturer or service provider, such as ******* in this case.

   

  In this particular instance, it has come to our attention that the initial service ticket was created with incorrect information, which regrettably led to difficulties in reaching out to the customer for **********************. We understand the frustration this may have caused the customer, and we sincerely apologize for any inconvenience they may have experienced as a result. However, if there is no response from the customer after multiple attempts, it is our standard procedure to set up ticket for cancellation.

   

  We genuinely want to assist the customer and resolve their issue as quickly as possible. We contacted the customer on the number on the complaint submitted to advised of the situation and requested new ticket for the customer ourselves through *******.

• Initial Complaint

  Date:08/08/2023

  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.

  ******* fridge is 5 years old and two years ago we filed a complaint due to excessive noise and rattling and ice build up. ******* sent someone to fix it finally in Nov 2021 but now we are back to having the noises and rattling again and now the fridge will not cool. Id like ******* to cover the cost of my next service visit, since we are having similar issues.

  Business Response

  Date: 08/14/2023

  I hope this email finds you well. after conducting a thorough review of our records, we regret to inform you that we have been unable to locate any history or information related to the individual mentioned in the complaint.

   

  It's important to note that our company does not provide services to the *******************. We have cross-referenced our databases and customer records to confirm this. Consequently, we believe there might be a possible confusion or misunderstanding regarding the association of our company with the complaint in question.

   

  Customer Answer

  Date: 08/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/12/2023

  Type:Delivery 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 called ******* on June 1, 2023 to report a cooling issue on my refrigerator. They referred me to HOME SERVICE NETWORK **** They came to my home on June 6, 2023 and requested $130.35 for diagnostic and said they will order parts and return. I received a text from the company that said they would return on 6-8-23 to complete the job. I thought it was strange for them not to complete the service on the same day. I understand now that its fraud, they take your money and say they will return and they never come back and they will not answer your calls. Fraud.

• Initial Complaint

  Date:06/05/2023

  Type:Order 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.

  Given window of repair persone coming on 6/2/23 from 3PM-7PM [a Friday night] No call recived- I called bit main # and repair persons cell and no one retunred my call. I was stood up and wasted my Friday evening waiting for repiar person that never showed nor biothered to call and cancel. Spoke with company person today who showed NO remorese for the bad service and wonl;d't budge on teh "show-up" service change even though I was stood up- my time is valuable- their service pss-poor at best.

  Business Response

  Date: 06/19/2023

  We are writing in response to the customer complaint filed against our company regarding a technician no-show. We appreciate the opportunity to address this matter and provide you with an update on the situation.

   

  Upon receiving the customer's complaint, we took immediate action to investigate the issue and resolve it to the best of our abilities. Our records indicate that we reached out to the customer, Mr. *******, on 2023-06-05, and had a conversation regarding their concerns.

   

  During our conversation, Mr. ******* informed us that they no longer require our services. We apologize for any inconvenience caused by the technician's failure to show up for the appointment. While this was an isolated incident and does not reflect our standard of service, we understand the frustration it may have caused.

   

  We appreciate Mr. *******'s feedback and understand their decision to seek an alternative solution. As a result, we have closed their account and removed them from our appointment schedule.

• Initial Complaint

  Date:03/23/2023

  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 a **************** in December of 2022. In March of 2023, it mysteriously stopped working. I contacted ******* support who referred me to this company. A technician came out (a day earlier than the appointment email indicated which interrupted my entire day) and took apart the *** He told me that there was liquid damage and that two parts needed to be replaced. He said it would probably cost about $400 for them to fix it if I made another appointment, or I could just order the parts and do it myself. I scheduled another appointment and when I didn't hear back I followed up. The first person I spoke to quoted me a price of $120 for the diagnostic visit, $95 for the labor, and $397.73 for the two parts. When they called later to schedule the appointment, the other representative (who I could barely hear through her crackling phone) said that the manager indicated that they don't recommend fixing the ** due to the cost. When I said that $600 was better than replacing a $1400 ** she said she would have a manager reach out to me. When the manager reached out he said that the display also needed to be replaced due to physical damage, which makes no sense and is completely different than what everyone else had said up to that point. It seems to me that they are trying to get out of repairing it. I believe the reason for this was that I started to ask what would happen if replacing the parts did not fix the problem, as I didn't want to be out $600 if the ** was still not working. Overall, it was a very disappointing and frustrating experience.

  Business Response

  Date: 04/10/2023

  Customer requested ********************** for ** that was having an issue with remote not responding to ** as well issue with ** turning on and off by itself. After diagnoses, technician found that ** had liquid damage and required additional parts. Due to liquid damage the ** is no longer covered under warranty and repairs will be an out-of-pocket charge to the customer. Technician quoted the customer some parts for the ** (WLAN, FFC cables, and Main) priced around $400.00. After reviewing the case our triage department recommended a panel for the job incase other parts did not fix the unit. Our scheduler reached out to the customer to see if they wish to proceed with repair. Customer was very upset that the quote wasnt the same price as what tech recommend, stated we were trying to rip him off. We explained to the customer panel was added just incase other parts did not fix the **. We attempted to contact the customer multiple times before and after this complaint was received, and customer has yet to return our calls.

   

• Initial Complaint

  Date:03/15/2023

  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.

  3 visits from this organization and they have been unable to fix the machine. When I call their number, minutes after the repair man left and the machine is broken, they say to call back tomorrow to schedule an appointment. As I write this, my newly 'repaired' washing machine is smoking and making a loud grinding noise. Also, the machine wobbles violently, but did not do this before the repairman worked on it. The folks on the phone at this organization are consistently rude and inflexible in their scheduling.

  Business Response

  Date: 03/30/2023

  ************** went out to repair customer unit for a no spinning issue, during the visit technician reported multiple parts required for repair. On the final visit the tech ran the unit and everything was working fine, also ran a **** report. **** is one of the tools the tech uses to directly connect with the appliance to better diagnose and explain the issues with the customer. As per the complaint is the unit is still having the same issue and request a repair man back with a follow up call from management. Since we received this complaint, we have attempted to contact the customer multiple times but have not been able to reach ****************. We are eager to send the technician out to follow up but without a ticket we are unable to do so. We will keep reaching out to the customer to set up a follow up.

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 an ** code appear on my 5 yr old dishwasher (extended warranty had just ended), and was not able to turn it off except by the breaker. I trusted ******* to send a reputable repair service with certified technicians to my home to service my dishwasher. I do not believe that was the case. This was a very unprofessional and uncomfortable encounter. A (very) young man named ******* showed up at my door, nicely dressed in brand new jeans, brand new converse sneakers, and a bubble jacket. I have never seen a service repair person like this. He looked like he was going on a date rather than coming to fix my dishwasher. His english was not good and he seemed unsure of what to do to address the **** code that I had called about, and the fact that I couldn't reset the dishwasher after multiple attempts. He turned the unit on, but the ** code was gone. When he advised me that I would still need to pay the $125 service call fee, I agreed to let him investigate further because I did not want to send him away, only to have the code return and pay the fee again for another service call. ** code means the unit has detected a water leak. None was found. After phoning ******* tech support for guidance, he put it through a test or diagnostic sequence of some sort. I asked him if he was really a certified tech and he said yes (unconvincingly). He told me he would need to pull the unit out from under the counter to investigate further. I asked him if I needed to shut the breaker off to the dishwasher and he said no. This made me very uncomfortable. He pulled the unit out, turned it on its side. He then made another call, and was working on the dishwasher one handed, phone in the other hand, speaking in a foreign language to someone, as if they were telling him what to do. Did somebody send their kid in their place to do the work? He then told me he should replace a $100 plastic part that seemed to have no obvious leak. I reluctantly agreed. After the work, he replaced the dishwasher crooked, so I had to ask him to make it right. He insisted it was straight. After the work was done he asked to be paid in cash or a credit card, which also made me uncomfortable; I declined and he reluctantly accepted a check. Thinking about it now, maybe I should have used my Amex so I could dispute the charge if I needed to. He was not able to provide me with a receipt of any kind. Another red flag. After he left I found a big mess under the sink-water everywhere, ruined a few items. Had I known the name of the company and thought to look them up on this website I would have never agreed to use them. They have a one star rating, 31 complaints in 3 years, 10 in the last year. Reading the other reviews, I can see why. Really *******??????? Certified technician? I don't believe it.

  Business Response

  Date: 01/11/2023

  In regards to this case the customer is requesting an itemized bill for the repair that was done, unfortunately the check the customer provided was not made out correctly. The company name was mis-spelled and were currently in the process of getting the customer to write out a new check in order to proceed with providing itemized bill for repair that was done on 12/19/22.

  
  

  Customer Answer

  Date: 01/12/2023

  
  Complaint: 18617691
  
  I am rejecting this response because:the technician accepted the check as written, made out to ******* Home Network Services. The objection, I was later told is the inclusion of *******. They would not cross out ******* and said the bank wouldnt take the check. The technician contacted me a week later and wanted to come back to my house for a new check. I waited for him and he never showed up.
  I have communicated with the companys customer ********************** department and requested they mail me the bill and return my check. When I receive that I will mail a new check back to them. Sounds simple but the company does not seem to want to do this. I have every intention of paying the bill for the work that was performed.
  Stopping payment on the check they currently have will result in a bank fee which I am not willing to incur because of the technicians mistake.
  
  Regards,
  
  ***********************