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:02/20/2024

  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.

  I called RD Appliance Service about my DCS stove that was flickering when my oven was on. A service man came on 2/1/24 and informed me of work that needed to be done to fix the stove. I agreed to have it fixed for $1527.56. I had to give a $600.00 deposit and the tech left my home stating I could still use the oven/stove. On 2/4/24, I turned on the oven and it went on fire. The *************** came and disconnected it and said it could not be repaired. I called RD and explained what happened and asked for a refund of my $600.00 since the stove could not be repaired. The woman on the phone said that the back of the invoice states that "parts that need to be ordered are non-refundable in the event of customer initiated order cancellation". We were not cancelling our repairs, the stove could no longer be repaired. After arguing with them, they sent me a check for $300.00. It does not seem reasonable under these circumstances. We did not cancel the repairs. After the stove went on fire, it could not have been fixed. If the tech had told us not to use the stove while waiting for the parts, we wouldn't have used it. Our home could have been destroyed. I don't think that this is fair or any way to do business. I should not be out $300.00 because the stove couldn't be fixed after going on fire.

  Business Response

  Date: 02/20/2024

  Hello. This was a special order part ordered from **** because the original parts are discontinued due to the very old age of the range. This was discussed at length with the customer because these parts are non returnable, we simply cannot return them because they are not coming from a traditional vendor.  The worn out door hinges, which were the original problem, are unrelated to any fire concern. Because of the circumstances, even though we already purchased the part and cannot return it or get any portion of our money back, we determined it was appropriate to compromise and refund half of what was paid toward the non refundable, non returnable special order parts that we cannot use and cannot get a refund for.  

  Business Response

  Date: 02/21/2024

  Hello. After speaking to the customer we decided to refund the remaining I refunded deposit. The circumstance is not a normal cancellation and beyond the customers control. 

  Customer Answer

  Date: 02/29/2024

  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 and the matter has been resolved.
  
  
  
   I did receive the check. Our issue with the company was resolved quickly once BBB was contacted. 
  
  
  
  ******** *****
  
  
  
  
  
  
  
   
  
  
  

• Initial Complaint

  Date:11/30/2022

  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 called RD appliance about my dishwasher not cleaning dishes properly.The technician told me the dishwasher indicated error code 17 but that the dishwasher was working and recommended that I call the company if the problem with the dishwasher was still there and he would replace the part indicated by error 17. After the technician replaced the part and left, the dishes were still not getting clean so I called RD to tell the secretary that I was having the same problem. I told her the technician said it was because of error 17. The technician came and fixed the error 17 problem but when he left, the dishwasher still left dirty dishes. So, I called and complained and was told Id have to start all over again and pay for a new service call and parts fees because I told her, as the technician told me, that THAT was the problem with the machine. Im not a diagnostician, the technician is. Ive already paid over $550 for a dishwasher that doesnt work properly. I would like them to fix the problem finish the job properly without starting all over again and paying exorbitant fees.

  Business Response

  Date: 12/01/2022

  Hello. I spoke to our office and listened to the phone call transcript. You were offered a return trip at no charge to check whats going on now. The new issue is different than the original issue and the office informed you that its possible that additional parts may be needed. If youd like to schedule a return trip at no charge to check the new issue please give us a call. Thank you. 

  Customer Answer

  Date: 12/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The problem was misdiagnosed by the technician.  I had specifically told him the problem was that the soap pellet was not melting.He did not address that problem but decided to act on the error code instead. He should have addressed my concerns by fixing the initial situation.
  Another repair with parts and service is likely to bring my total cost to over $1000, more than the cost of a new quality machine.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 12/12/2022

  We have offered to have a technician back out at no charge to determine what the issue is. The customer is refusing this option so there is no further action to take.