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:06/21/2023

  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.

  Paid half for service part defective 3 times washer still not fixed there requesting final payment even though washer still broke. Last part they ordered was defective again.

  Business Response

  Date: 06/23/2023

  Good Day!
  
  We appreciate the opportunity to address this situation. Our first technician tried to fix the unit by installing two parts, totaling $490.31, with a down payment of $245.16. Unfortunately, the issue persisted, so we sent a senior technician who discovered another failed part. As a courtesy due to the inconvenience, we didn't add this to the customer's balance.
  
  We informed **************** that the last part, which was supposed to be installed by the senior technician, was defective and needed replacement. Since then, we haven't received any response or communication from her. We're only seeking to collect the remaining balance for the initial service provided. However, if **************** still wants us to proceed with the repair, we'd be more than glad to complete the job.
  
  Best regards,
  ELITEPRO

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20210663
  
  I am rejecting this response because:

  As you can see here are a few texts I have received from the company. One stating they would reach back out to me when they got the part that wasnt defective since then they have not contacted me, the other stating there would not be any additional charges due to a failure on their part. I have all communications from this company if more proof is needed. 
  
  *******************************************

• Initial Complaint

  Date:03/21/2023

  Type:Product 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.

  Elite Pro Appliance Repair worked on the refrigerator in a rental unit twice in the last five months. Each time it worked for awhile, then failed again. After the second failure, they agreed to look at it under warranty. However, the technician said there was no point in going out without the two parts they had replaced previously. I agreed, and they tried to locate the parts. After five days of our tenant not having a working refrigerator, they said they couldn't find the parts since they aren't made anymore. Since the repairs we still under warranty, they agreed to refund the [arts cost of $647.78 and we would cover the service call charges. This seems fair. However, I haven't gotten them to refund the money. I called multiple times, and they said they would Zelle it. The phone answering person says her manager is 'on it', then when it doesn't happen her manager is 'in a meeting'. No matter how many times I call, I haven't been able to speak to the manager or get the refund done. It seems ridiculous since they have worked on multiple rental houses for us and agreed to refund the money. Tomorrow will be 7 days with which they didn't complete a simple 5-minute transaction.I would like the refund processed right away. We already purchased the new refrigerator and had it installed.