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:02/24/2023

  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.

  I paid D&S Appliance Sales and Service, Inc. $590.56 to diagnose and repair my ******** Kitchen kitchen stove. When the Tech ****** *. First came he diagnosed stove as needing a new spark module because it would just click and not ignite when turning burner on, but he just seemed to guess at the problem and not actually open stove up or use a multi-meter or tool to test it. He came back following week with part, installed it and said give it a try all is good to go. I tried stove and showed him that back left burner would not ignite. At this point he said it needed a spark electrode but would only charge me for part and not more labor, so I agreed. He came back following week with part, installed and seemed to work intermittently. At this time I also mentioned to him that randomly some burners would click like they were trying to start when other burners were on. At this he said it was probably burner turned up to high and nature of the stove, which seemed wrong. After burners continuing to randomly click whether burners were high or low and burners still slow to ignite I called back and agreed to let Surgio come back one last time. On the third attempt he told me that he did not have formal training and learned on the job with owner and seemed to have no explanation to why stove did not work. At this point I called and asked for a full refund as I had to already stay home for three appointments that each had four hour windows for tech to show. When I asked for money back they had ******* the owner call me from Albuquerque. He said he would personally come up to repair stove with a three hour window for this appointment and said Sergio had found a bad wire that he had tapped and thought it might have been a mouse. First I heard this theory.I agreed to this but on the morning of the appointment at 9am his secretary called and said he was canceling the appointment. At this point I have made time a home for three four hour window appointments and one three hour window appointment and stove is still not working right so want my $590.36 fully reimbursed. I also understand this businesses does not have proper license to operate in NM and I am wondering if Tech who did work has proper training?
  
  Thank you* ** ******

  Business Response

  Date: 03/08/2023

  Good afternoon,
                   ******* (business owner) was able to speak to
  Mr. ****** yesterday 3/7/23. They have resolved the issue and came to an
  agreement of a refund in the amount of $498.22. Which is the parts and labor. We
  hope this resolves everything.

  Customer Answer

  Date: 03/08/2023

  [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,
  
  
  
  ***** ******