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:04/18/2024

  Type:Product 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 what I believed to be a new set of gas valve coils from Hargo Last Saturday. On the way home with the parts I needed to stop at work. While at work I described my issues with my dryer to a co-worker. I decided it would be easier to show him how to test these coils then to explain it. When we tested the coils, they were faulty. They had the same Ohm reading as the set I removed from my own dryer. Since Hargo was closing at Noon, I had to wait until Monday to return them. When I tried to exchange them I was told they do not refund electronics. I told them I just wanted an exchange for functional parts. At that time they called a supervisor who apparently told them to take the parts from me so that one of their technicians could look at them first. This seemed sketchy, but I reluctantly agreed. It was at this time that I noticed the disclaimer at the bottom of the receipt. It clearly stated no refunds, but that parts could be exchanged. I have attached a copy of that receipt. They told me I would receive a call the next day after they checked out the parts. I received no call, so I called them. They said there was no tech in the shop until 2:30, and they would call after he looked at them. Again, no phone call was made, so just before they closed, I called them back. I was then told that the tech looked at them, but it had to be reviewed by a manager and they would not be in until the next day. I was told once again I would receive a call when they reviewed it. Wednesday came and went, and still no call. Thursday at noon I called back and was told the tech agreed the parts were bad, but the manager decided I could not exchange them. No reason was given for this decision. I assume they believe I did something to the parts, and just wanted new ones. I believe, they probably do this to many customers, and are just making a quick buck. They may even be selling used parts. How would I know? Can you help? I don't want them to be able to continue this with others.

  Business Response

  Date: 04/19/2024

   Mr. ******* did not allow my staff to even complete any other options. He had once again yelled at my staff when they explained what was found when they spoke to him yesterday 4/19/2024. He yelled " He said this was ******** and they hadn't worked from the time he installed them (tho he originally said that he never installed them) He said that he would never recommend us and in fact would spread the word about how shady we are and that he would be taking this further. Then he hung up on me. "

  He then preceeded to go on Social Media and ****. In which, My Response was "I am so sorry you feel this way. When you purchased them on Saturday and you brought them back late in the day on Monday, it was explained to you that you signed knowing that exchange and warranty process. You told the CSR that you did not install them and you felt they were faulty dues to ohming them out. We did look at them and the scrape marks confirmed that they had been installed in which you told the CSR that today. We also tried to call you 3 times yesterday (Wednesday) to see what the resistance was but it was busy each time. We went above and beyond to try to find a solution but unfortunately electrical items are non-refundable. I will stand by my staff 100% because after reviewing the camera's, they all treated you with respect. Unfortunately, you did not treat them with the same courtesy. I wish you the best in your future endeavors."

  Ohming the coils does not tell faulty. You need to know the resistance also. Brand new coild can be installed in a dryer and if there is another faulty part it could take it out. In order for Hargo to do a warranty exchange then, we as servicers have to go out and inspect. These coils are OEM directly from *********. I am attaching a photo of the signed saled which acknowledges the Refund & Exchange Policy. I am also uploading photos of the coils that have scratches where they were installed. 

   

• Initial Complaint

  Date:04/11/2023

  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.

  We purchased a ********* fridge around 2021 and have had one of Hargo Appliance's technicians provide warranty repair on the ice box approximately 5-6 times since we've purchased it and the repairs never seemed to resolve the identified issue with the icemaker.
  
  However, the last service appointment on 09/30/2022 the ice maker was fully replaced and a pressure value was installed on the water line to the fridge while informing us that this repair like all previous repairs, be under warranty. We gave the confirmation to follow-through with the service only due to this being under warranty and if that were to change, we would not move forward as we don't see the need to spend any more money on a fridge that has never fully worked. The technician reassured us that the entire service was under warranty and claimed we wouldn't have to pay out of pocket, however a few weeks later they issued a bill of $411.00 and stated that the service provided was out of warranty and the customer must pay for the repairs.
  
  We contacted ********* as to understand why the warranty repair was denied and was informed that the Hargo Technician performed the wrong service and must contact Hargo to consume the cost of the repair.
  
  We then contacted Hargo to seek additional clarification and to request the waive the bill as this mistake, which Hargo agree was their mistake and they refused. Although Hargo did offer the waive the labor, $80, that still leaves me as the customer liable for a $311.40 mistake Hargo has made.
  
  The reason provided as to why they (Hargo) are unable to waive/cover the remaining $331.40 is due "if we had to do this every time our technician has made a mistake, then we'd run out of business".
  
  We've requested a full timeline of events and service performed on this fridge and have yet to receive it.
  
  All that is being asked is for the remaining bill be waived as this was clearly identified as a mistake on Hargo Appliances end.

  Business Response

  Date: 04/13/2023

  As explained to the consumer, He was aware it was out of warranty. When he called *********, they dispatched it to us as an out of warranty call. The unit was purchased 3/7/2021 with a 1 year manufacture warranty and 5 year sealed system warranty. The previous service call in 2022 was also out of warranty, however, ********* covered it with a concession. I explained to the consumer all of this in great detail and also did admit that my technician saw the notes from the service call in August/September of 2022 and thought that was the current . This is why I waived labor. I also offered other solutions that the customer could call ********* to try to get another concession. I also explained to the consumer when he stated "We contacted ********* as to understand why the warranty repair was denied and was informed that the Hargo Technician performed the wrong service and must contact Hargo to consume the cost of the repair. " that what ********* was saying is that the warranty that is left on the unit is for a different type of repair. The repair and services rendered were not the wrong repair, just not what it covered. I cannot refund him anything because he has not paid for any of the services rendered nor asked ********* to cover them. A new invoice was sent taking labor off and remaining balance. The invoice everything in detail as per work done and conversations. 

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The reason being as the vendor, Hargo Appliance, is refusing to make the situation right on their end as they have admitted they are at fault in communications over the phone. However, we have received an invoice stating now that the Hargo Technician did not perform the incorrect service which is conflicting with the vendor's previous statements.  We have also formally requested a timeline of events of all repairs on the fridge that they have performed so we can specifically see which repairs were and were not under warranty and Hargo has yet to provide this.  I am currently engaging conversation with *********, the agency who contracts out Hargo Appliance for maintenance, to inform them of Hargo's dishonestly and unprofessionalism and to look to ********* for additional support. 

  Regards,
  
  ******* ***** 

  Business Response

  Date: 04/24/2023

  I am sorry that the customer is not happy with the decision. He would like me to refund him when no money has been even paid on this invoice. I have already decreased the bill and offered other potential resolutions. I have attached all of the work orders for this unit, the dispatch we received from the manufacturer that states COD call, and the warranty information for the appliance. 

• Initial Complaint

  Date:11/28/2022

  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.

  In March of 2022 we had a technician from Hargo Appliance come to diagnose our ****** stove. As stated in the invoice, we complained about the oven overheating and not keeping the correct temperature AND the fluttery noise of the burners of the stove. We were charged 145.75 for the service call. IN April, when we were already out of the country and we had tenants in the house, Hargo came again this time to replace the thermostat. I spoke with the technician on the phone and mentioned the stove noise issue. Technician replaced the thermostat and charged us $555.12 for parts and labor. When we returned to the country we found out that neither problem had been resolved. Our tenants barely used the stove, as they normally order take out or consumed microwave foods. We called Hargo back, and mentioned that despite our paying over $700 for the fix, neither problem was resolved. They said it was more than 90 days since the original service and that they would have to charge us another $145.75 for another service call. They schedule the visit for October. When the technician arrived, he said that he may need to come back yet another time with an additional technician (at an additional cost of $75) because he'd need to move the stove to inspect a valve that seemed to have "putty" blocking the flow of gas and affecting the gas pressure and that the company required two guys to do that. When the two technicians came back, in November, they moved the stove a couple of feet forward. They said that the oven bottom, the solenoid valve and some other part I cannot recall needed to be replaced, for a total of $1300 or thereabouts. I asked if their work would have warranty. They said that they could not guarantee that the problems will be solved and neither parts nor labor are refundable. Obviously I decided not to go ahead with the repair. The fact is that I have already spent $920 between the many service calls and the repair from last April and neither problem has been fixed.

  Business Response

  Date: 12/02/2022

  I have provided each invoice showing that he had information to make informed decisions about whether he wanted to proceed. In the original service call from March it states "Faulty thermostat , also has bad selector switch , and will need all 4 burner valves for roaring issue , will research parts per techline selector is NLA but will confirm Techline recommends changing thermostat first , may have other issues but need to start with thermostat operating properly before can diagnose further. Estimate- valid 30 days, PB010186 Thermostat $314.00, Labor $200.00. And the complaint for this service call was "Oven overheats: set to 350 it goes and stays at 500. Stove flames are noisy (air noise). The customer then called in on  3/31/2022 to approve the estimate to proceed. The part was pre-paid and ordered and Job was complete on April 20, 2022. It was heating as intended when tested. The technician also had explained to the customer that the selector switch powers the thermostat and his selector is extremely worn out and does not positively lock into any position it’s just loose , and could be affecting the function of the thermostat etc .  They had us replace the thermostat and the tech tested it and the temps were perfect ,  that selector is NLA and he was aware of this , also the customer and his wife admitted that they  purchased this unit used from somewhere and he said it’s never worked right from the beginning. The unit is like 20 yrs old.   Our company policy for warranty is clearly stated on every invoice. All services and estimates are good for 30 days.

      The Customer called in again on 9/28/2022, with a complaint of "Flames coming out of the burner tubes in the oven.". This is a completely different issue than previous. The technician went out on 10/13/22 and decided it will need to be pulled, " Will need 2 man JH and JD to pull unit and diagnose further."  There is an additional charge to have 2 technicians to pull the unit. The customer was also giving the option to have it pulled out for us. These units are heavy. He again approved to proceed. This was done on 11/15/2022. The customer was given an estimate. Per technician "11/15/2022 The gas pressure is too high causing the regulator to fail. The unit also has a FJT valve that is sticking . Also has a warped over bottom and regulator."
  
  Estimate is valid for 30 days.
  ******** - FTJ valve - $ 276.30
  ******** - Regulator - $ 203.63
  ********** - Oven Bottom - $ 314.84
  Shipping  - $ 25.00
  Labor - $460.00

     The customer called in on 11/17/2022 10:30 am and talked to csr Kevin G- His notes state "Customer called in and was asking if I can guarantee that the parts will fix the issue with the unit...i informed customer that we cannot make the 100% guarantee that this will fix the unit. The customer stated that because we are certified by ****** to work on these unit, we should be able to provide that guarantee.  I informed cust that we do have a 30 day service guarantee that if the unit is still having the same issue we can come back out and service the unit again with no additional service charge......Cust then asked if the parts would be refunded if they are not the correct parts...informed customer that once the parts are installed we cannot refund them just as with counter sales......Cust stated he did not agree with that policy and said that if that is the case that he did want to go through with the repair.....informed him i would ask management.....KG

  Spoke to upper management and they said there is NO guarantee that this will fix the unit, it is up to the customer discretion IF HE wishes to procced....
  
  If customer goes ahead with the repair …. parts have to be prepaid and non refundable. this includes if the parts are installed and does not resolve the issue they will not be refunded. The customer was notified on 11/28/2022 03:26 pm by Kevin G, to inform him that the parts are non refundable and there is no guarantee that this will fix the unit.....he was upset and stated that is a terrible way to do business and that he was going to contact ****** and tell them that we should not be on there list of servicers....KG

  As previously stated in March 2022, This unit will never be completely fixed due to some parts no longer available. The customer was made aware each step and was able to make informed decisions. I do not grant a refund for this.

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  knob/selector of oven (bake/broil/convection ) has nothing to do with oven temperature not being correct (the business should know that) The business should at least offer to replace thermostat due that it should still be under warranty (the part). Their technician certainly did not correctly check if the oven was keeping the right temperature after installing new thermostat. 
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/06/2022

  I do understand and empathize that you would like us offer to replace thermostat due that it should still be under warranty (the part). We would have been able to further discuss if we had been contacted on or before May 20, 2022. We would have came out and checked the part and decided if it was defective part or if it was the switch. Our technician did test it and it tested proper all with in the normal specs. The selector of oven (bake/broil/convection ) can have something to do with oven temperature not being correct. The technician explained to the customer that the selector switch powers to the thermostat. The selector on this unit is extremely worn out and does not positively lock into any position. The power and mode is set by the selector. It then goes to the thermostat. This selector just spins and does not click in to position so at any point it could be turning on bake or broil or clean intermittently with the switch being worn out inside. I hope breaking it down further also assists for understanding.