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:09/27/2023

  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.

  Charged $550 for 30 minutes of work to replace a part on a leaking washer/dryer and diagnosis of a leaking dishwasher. Original invoice was never provided to me and was only quoted over the phone. The costs were never explicitly stated in an invoice. They failed to repair the washer/dryer (leaking after a week) and also misdiagnosed the dishwasher since it was still leaking after taking their advice on how to run it. ****** reached out to the company, they refused to come out and fix it again and instead cursed me out over the phone and was very hostile. They gave me back $34 for a diagnostic fee that wasn't even in the original costs. Now I can't contact them or reach them at all for a refund and I definitely don't want them to come and fix it again since they failed to repair.

  Business Response

  Date: 09/28/2023

  Hello,

  This complaint is a lie. We charge a service call fee of 85$+tax for Queens and 30$ extra for each additional appliance. The service call fee is applied towards the cost of the repair if the client decides to continue with the repair. We charge a 3.5% transaction fee for credit cards. All of that was also explained to the client when he booked us. 

  We keep meticulous notes on every client so everything is documented and by the book. 

  This is the description of what happened: 

  GE dishwasher 
  GDT695SSJ2SS
  VH717846B
  
  *****-23
  Diagnostic job 
  Client: Leaking . 
  Diagnose : Misusing detergent. Explained to client how to use and maintain the dishwasher. Client understands. 
  Paid: 85+tax+3.5%=95.78 CC
  CASE CLOSED 
  __________________________________________
  
  Bosch dryer 
  WAT28401UC
  201338
  
  *****-23
  Repair job 
  Client: Leaking . 
  Diagnose : Defective drain pump + sump cleaning . 
  Replaced the pump and cleaned the sump and drain hose . Working properly . 
  Paid: 550+tax+3.5%= ****** CC
  PAID IN FULL 
  Total paid for *****: 715.55 

  The client's tenant received a written receipt from the technician. 

  The issue with the dishwasher was that is was leaking after about 50 minutes. The technician diagnosed the problem as over suds which happens a lot and also advised the tenants to rub the dishwasher with Affresh dishwasher cleaner 3 times straight. He advised the tenants that this is step 1 and if the problem persist then they need to inform him so he can return to conduct additional diagnosing. 

  The client (the landlord- owner of this complaint) then texted our lead technician to say that the tenant did what the technician said and that the problem with the dishwasher is still there. We told him that the technician will contact the tenant and explain again exactly what to do and if the problem returns we would send him back. The client was aggravated and kept arguing. He kept texting and calling and was very argumentative for some reason even though we were trying to resolve the situation. When it was clear that nothing was going to satisfy him, we refunded the money for the dishwasher. 

  We charge $85+tax diagnostic fee for the 1st appliance (the dishwasher) and $30+tax for the additional appliance (the dryer). We clearly told him on the phone that the diagnosis fee will be deducted off the repair cost if he chooses to proceed with the repair. Each diagnostic fee will go towards each appliance estimate. This is how we operate and we have been telling this to clients for 10 years.
  But he kept arguing so in order to appease him we issued him a refund via Venmo for 50$ so that the cost of the 2nd appliance diagnosis fee will be reduced from $85 to $35.
  He kept saying we misdiagnosed the problem and that we were not professional. After several times stating to the client that we will get the dishwasher fixed, he was still angry for some reason. Eventually when it was clear that the client will not be satisfied no matter what and/or was trying to get money back, we refunded another 30$+tax+3.5% transaction fee= 34$ via Venmo. Total refund of 84$ (see attached) and we advised the client to call a different company to fix the dishwasher. 

  He also kept insisting we need to give him back 115$ because he thought that if we charge 85$ service call fee for the 1st appliance and another 30$ for the 2nd appliance (115$ in total), and he decided to fix one appliance, then we need to deduct 115$ off the repair cost. Again trying to get money from us. This is obviously ridiculous and appalling. 

  He opened a dispute with the bank for 115$ (see attached) which we did not appeal at the moment as we did not have the energy to deal with this client anymore. 

  To summarize, we work by the book as we do with every client and we did everything right. We tried to do everything in our power to help this gentleman but nothing was to his satisfaction. He is a very difficult person who did not want to pay for the service he received and now we need to fight for our good name as he posted negative reviews about our business on every platform and he keeps on trying to hurt us. We are looking for an attorney to proceed with legal action against this person for what he is doing to us. We truly regret taking him on as a client. 

  Customer Answer

  Date: 09/29/2023

  As per my original complaint, everything was discussed over the phone. To this day I have yet to recieve an invoice for the services performed and was only refunded a partial amount of the diagnostic fee and not the repair or labor fee. 

  Customer Answer

  Date: 10/04/2023

  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:

  The business told me that they gave my tenant a written invoice, I spoke with my tenant and he confirmed with me that he was never given a physical invoice/receipt for the work done. I requested an emailed invoice both on the day of service and after the company partially refunded me and I haven't recieved it.

  In the earlier response Global Solutions Appliance Repair Inc. said that the service call for the dishwasher was $85 and $30 for an additional appliance. I wasn't told this during the original call and they just told me $115 in total. Furthermore, even if it was the split as the company implied, then how come $30 wasn't deducted from the $550 repair with the dryer? The company in the earlier statement said that the diagnosis fee will be deducted from the repair, they did the repair on the dryer and I didn't see $30 deducted, let alone the $115 I was quoted on with the original call. 

  Furthermore, when they diagnosed the dishwasher they said it was suds issue due to wrong detergent. My tenant followed all of their steps and the dishwasher was still leaking even after multiple runs. After calling a different appliance repair company they quickly identified a blockage in the drain pump and a leak with the inlet on the side. It was fixed quickly and there have been no leaks since, even when using the original detergent that Global Solutions Appliance Repair *** said was causing the suds issue. 
  
  To recap, when I told them that the dishwasher was a misdiagnosis they cursed me out on the phone and became hostile and said they could do no wrong. They kept saying to trust them and they are the professionals and inspected the dishwasher with great detail. They also have been inconsistent with conveying pricing and deductions, all of which would have been solved with an invoice or email confirmation.  However, instead of acting professional and apologizing for the issues, they were quick to upset and also lie about giving my tenants itemized invoice. 
  
  The resolution I seek from this is an apology from the company for the misdiagnosis and also calling me and my tenant liars when we've had an extrememly negative experience. At this point I don't care about the invoice anymore since it hasn't been supplied to us in so long. 

   

   

   

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

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

  Business Response

  Date: 10/05/2023

  The technician did in fact provide a written invoice, as we do with every client since the day we started. We will send an online invoice. He needs to provide an email address.
  We did deduct 30$ off the estimate. The estimate was 580.
  Our lead technician told him several times that what the technician told the tenant was stage 1 and if that doesnt work we will send him back. He was not satisfied.
  We keep explaining the same things over and over again and this is very upsetting and disturbing.
  This person has spread lies on all our business platforms and is actively trying to hurt our business and it is getting to the point of harassment. And now he is threatening to continue unless he gets an apology for what he claims happens which is untrue.
  WE ASK FOR THE BBB TO PLEASE GET INVOLVED. We explained everything and proved what needed to be proven. We provided a meticulous description of what happened, everything was explained in detail but it does not seem that this gentleman will ever stop. This has never happened to us in all the years we are in this business (over 15 years), nor to anyone we know in this industry. We do not know what else to do in order to stop this. Please help.
  We took screen pictures of all the reviews he posted on all possible platforms; they contain falls and misleading information. We are actively perusing legal action against him for harassment and libel.