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:10/16/2024

  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.

  I am writing to formally complain about Action Appliances concerning a refrigerator installation they performed at my residence on October 11, 2024. Due to the technicians negligence during installation, my home was flooded, causing significant water damage. On October 11, 2024, Action Appliances came to install a new refrigerator. The following day, my neighbor called me after noticing a pool of water on my first floor, approximately three inches deep. By the time she entered the house, water had spread throughout, damaging the floors, baseboards, and cabinets. I immediately contacted the technician, who initially said he would send two women to mop the floor. I insisted that he come himself, which took him over two hours. Meanwhile, I sent a contractor to assess the damage. The contractor confirmed that the drywall had become saturated and would need to be cut and replaced, along with mold treatment to prevent further issues. The baseboards are completely ruined and, due to color mismatch, all the walls will need to be repainted. One set of cabinets was destroyed by water sitting overnight, and the tiles in the living room are liftingwhen stepped on, water rises from underneath. The flooding resulted from an improper connection of the refrigerators water line or faulty plumbing during the installation. The technician claimed he does not have insurance because he works from home, but after further investigation, I discovered that he operates a store-front business. This lack of professionalism and accountability has left me with an unusable kitchen and repair costs estimated at $15,000. Additionally, since this property cannot be rented for at least two months, further compounding my financial losses. I am seeking the following resolutions:1.Full reimbursement for water damage repair costs, estimated at $15,000.2.Acknowledgment of the installation error and corrective action to ensure this does not happen to other customers.

  Business Response

  Date: 11/03/2024

  
  I hope this message finds you well. I wanted to address the recent issue regarding the refrigerator installation at your property.
  
  As part of my installation process, I connected the water hose from the refrigerator to the existing water line. During this installation, I noticed that the property did not have a proper shut-off valve, but rather a water coupler which is not the safest option and can be prone to detachment.
  
  Unfortunately, it appears that the coupler detached during the night, leading to the water leak and subsequent flooding. I want to emphasize that I thoroughly checked for any leaks before leaving the property, and the coupler's failure was beyond my control.
  
  To resolve this matter and ensure your satisfaction, I am willing to refund you the $500 that you paid for the refrigerator, and you may keep the appliance. I hope this gesture demonstrates my commitment to customer service, even in difficult situations.
  
  Please let me know how you would like to proceed.
  
  Thank you for your understanding.
  
  

  Business Response

  Date: 12/14/2024

  Subject: Refrigerator Installation Incident
  
  Hello,
  
  I am writing regarding the incident that occurred during the refrigerator installation on your property. We apologize that the $500 refund offered was not sufficient. While we believe the incident was not entirely our fault, we did ensure that the lines were leak-free before leaving the property. 
  
  Please let us know how we can further refund the $500. 
  
  Thank you,
  
  Esau]
  

  Customer Answer

  Date: 12/26/2024

  I have a contractor that can tell you the only reason for the leak was his mistake in installing the refrigerator. I have paid ***** to fix everything not including cabinets so 500 is not sufficient 

  Customer Answer

  Date: 01/10/2025

  I sent a note right after I recieved it I mentioned that the contractor and others present there all said it was mid installation of the refrigerator that caused flooding