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:01/12/2024

  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.

  We purchased a Frigidaire microwave in October, 2023. This microwave stopped working less than a month later. It is covered under warranty. Frigidaire uses Advanced Solutions as the company to send out a technician to fix the microwave. The first time Advanced Solutions came, they said they needed a part. The second time they came back, on December 29th, with the parts, they still could not get it working. We were told they would send a report to ********** stating we need a replacement microwave. When we spoke to **********, they said the report they received from Advanced Solutions said when they left the microwave was in working order. This simply is not true. When we called Advanced Solutions multiple times, they are not answering us, disconnecting us, hanging up, and not addressing the problem! They need to stand behind their business. They also blocked my husbands cell phone number.

  Business Response

  Date: 01/16/2024

  Good Morning,

  Thank you for the inquiry.

  I found the file Job #****** - ******************************* which the repairman was there initially on Tue Dec 5th, 2023. and lastly Fri Dec 29th 2023 under Frigidiare claim **********.

  Our office reopened today from our winter recess. We will review and present the notes from the repair.

  ****
  

   

  Customer Answer

  Date: 01/16/2024

  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 company was not on winter recess, as I have been communicating with them. I spoke to Frigidaire again today, in which they explained they have not received an accurate report from Advanced Solutions.

   

   

   

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

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

  Customer Answer

  Date: 01/16/2024

  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 company was not on winter recess, as I have been communicating with them. I spoke to Frigidaire again today, in which they explained they have not received an accurate report from Advanced Solutions.

   

   

   

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

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

  Business Response

  Date: 01/19/2024

  
  Thank you for your patience
  Our winter recess is after the holidays which is when we are inundated with repairs.
  I have reviewed your job notes will provide some more clarity. 
  We are an authorized contractor for Frigidaire, who sent a warranty repair request on a microwave at the home 4 *************, *****************************
  Frigidaire booked the appointment and ************** arrived on Dec 5th for service.
  During the service call the technician determined there was a significant shortage causing the fuse to be open and reported all parts needed to address the repair to Frigidaire.
  Within 30 minutes the customer called back and berated our **************** *********** demanding that he come back go to a hardware store and purchase parts that were not authorized. (Our system records all messaging and phone transactions and flagged this call as inappropriate behavior .**************)
  The technician returned to the home on Dec 29th with several genuine Frigidaire parts( Capacitor, Magnetron, Micro switch, Switch interlock, 2 Noise filter fuse)  that were supplied from Frigidaire's warehouse.
  After replacing all the parts, the technician continued to experience shortening in the machine and declared it unrepairable in the report.
  The customer called back on Fri Jan 5th, in which the CSR relayed the said information to the customer and advised them to contact Frigidaire for further assistance since the machine is unrepairable.  ((Our system records all messaging and phone transactions .4*************)
  Afterwards,
  The customer continued to harass our office when we were closed for Winter recess with threatening messages. (Our system records all messaging and phone transactions and flagged again this call as inappropriate behavior. **************** * 
  Throughout that time, inappropriate Text messages were sent to the office and technician. ( Screenshot)
  We understand customer is frustrated on their purchase. However , at no point did our staff show any disregard to suggest this behavior or not perform any task not provisioned from Frigidaire from day 1.
  
  Last week, Frigidaire representative was advised of the matter and a case reflecting the above was submitted.  
  
  Entitlement of warranty service is the Frigidaire and not with our company; we advised them to resolve the matter directly with the customer as no other services will be provided in the home.
  Any future concerns will need to be addressed with Frigidaire directly moving forward.
  
  .

• Initial Complaint

  Date:08/19/2022

  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 paid $125 cash to have the head technician, *******, come out to repair my dishwasher. He ran the cycle and left before it was finished. After he left the same error code I was experiencing came up. I called and received no response on a Friday. The following Monday and Tuesday I called the office with no response. I spoke with the manager, ***********************, who reached out to *******. He claimed he was on vacation. He told me a needed a specific part that cost $201 in which I paid with a credit card. I explained I was moving and needed it fixed asap. I was told ****** would Contact the new owner when part came in. The new owner was not contacted until I sent numerous emails and made numerous phone calls. It took so long for contact to be made that the new owner of the home purchased a new dishwasher and the part was no longer needed. I requested my money back for the service call where the dishwasher was left unfixed and reimbursement for the part that was not used. The manager told me they dont give refunds. I kept calling and emailing and was told she had to speak with ******* and get back to me. No contact was made even after I emailed and called. I am now being ignored and out of $326 which is what I am seeking. I have all emails saved if needed.

  Business Response

  Date: 08/24/2022

  Good Monring.

  We are aware of the Credit to ********************* due to her cancelled repair service by the new home owner.

  Since the parts were special order,  we created a case with ** to return the parts with no restocking fee.  This process takes 2-3 business days.

  Once we received the *** for credit,  We processed her request with our Credit ******** account via ****** Services by ******************

  That process can take almost a week.

  I am happy to report that the ******** services processed the customers request for return of funds on Saturday.  Attached is the screenshot for the transaction that the money was returned to the customers bank.