Complaints

This profile includes complaints for FAST Appliance Repair, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  FAST Appliance Repair, Inc

  2230 Woodvale Ave Reading, PA 19606-1832

  
• 

  FAST Appliance Repair, Inc

  2200 N 11th St Reading, PA 19604-1206

  

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:12/22/2022

  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.

  We purchased a ********** cooktop in Spring 2021.On approximately October 12, 2022 we smelled a gas odor in our home kitchen and called our local gas utility, ***, to assess the situation. They determined that the right front burner on the cooktop was leaking and shut off the gas to the kitchen where the cooktop is located. We contacted the **********'s representative; the cooktop was still under warranty and on October 17, 2022 they assigned FAST Appliance Repair to service the cooktop. Though FAST Appliance Repair has visited us four times they have been unable to repair the cooktop or make it usable in two months time. This has caused us considerable trouble and additional expense. This cooktop has been problematic the entire time we have had it; the inability to make a simple repair in over two months time indicates a broken repair system. Below is the contact information for **********'s US representative and the model number of our cooktop plus the ********* service job number (under warranty):********** Support | ******** Service USA P: ************ | E: ******************************* www.us.**********.com | aftersaleservice@***********.com Hours of Operation: 8am to 5pm EST Service Job #: ************-1 Here is the original description of the problem and Fast Appliance Repair number:Problem:HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS.Description:COD: MUST COLLECT FROM CUSTOMER. DISPATCH#: **************. HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS. ORIG IMPORT INFO: SB:********** COD, DOP: 3/17/2021, SYSTEM: **********, ******** COMPLAINT: HEATING IS UNEVEN, FLAME SOMETIMES SHUTS OFF. GAS ODOR, LEAKING FROM ONE OF THE BURNERS. SCHEDULING ERROR: NO TECHS SETUP TO COVER THE ZIPCODE FOR WORKORDER********* ON THE SELECTED WORKDAY (10/19/2022).Order#:********* The cooktop was purchased from ********** ********** in Brooklyn, NY.

  Business Response

  Date: 12/22/2022

  We are the repair company.  We are not the place they purchased it from, or the manufacturer of the unit.  If he wants a refund on the uni,t he would need to lodge a complaint against the manufacturer or the place he purchased the unit.  His repairs were under warranty, so he has paid nothing to us for the repairs.

• Initial Complaint

  Date:11/03/2022

  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 to schedule appt to adjust the hinges on my ***** stove.I told them I did not need a diagnosis &was told by ***** that this was a 30-40min job. ***** has a problem w my model &there is even a ******* video detailing the fix. I said do NOT send be someone who does not know how to fix this oven door(as I had a previous repair man who claimed to be ***** certified, but did not know how to fix the hinge. FAST APPLIANCE said they would make sure the technician understood) On October 27,2022 the technician arrived and before I let him in I asked him first for identification (which he did NOT have) since he wasnt in any uniform. I also noticed he was not carrying any tools. When I asked him why he was not carrying any tools he said he was here for a diagnosis. I said I didnt need a diagnosis that I knew what the problem was from the previous repair man and *****. I then asked him if he was prepared to fix/adjust the hinges so the door would close properly. He said he needed to see the REFRIGERATOR to know for sure! I said its NOT a refrigerator, its a ***** STOVE and told him to just leave if he didnt know how to fix it. 2days later I get a call for a diagnosis payment in the *** of $199.00 plus tax etc. I asked to speak to a supervisor and explained my situation and they said I still owed them the money and are now sending me bills. This is a racket and very unethical. I even had to take the day off of work! FAST APPLIANCE should not bill for a service they did not perform ESPECIALLY when I told them ahead of time what the problem was.

  Business Response

  Date: 11/11/2022

  I cannot speak to the firm who was out prior to us. We do not take diagnosis from other companies.  Our technician would have to see the unit first to confirm the issue. From notes on the account the customer became irate and would not allow the technician to see the appliance when he was there on 10/21/22. Basedon this, we cancelled the job card on 10/27/22. It appears an invoice was sent before the job card was cancelled.  The job card being cancelled on 10/27/22 means the customer doesn't owe us anything and can disregard the invoice that was sent prior to the job being cancelled.

• Initial Complaint

  Date:11/01/2022

  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 purchased 5 ** **** appliances and had them installed in June....in September the oven would trip the breaker while baking....I called **...they set up an appointment with Fast Appliance Repair for November 1...between 1 and 4. At 330 someone who clearly just got out of prison showed up and turned on my oven, tried to talk me into a breaker problem, which I already had a licensed electrician look at. Then he said he could replace the fan (which is what I ordered service for) and that he had to come back another time because he wasn't prepared with tools that he had in his van and he didn't have help. I said this issue was on the service ticket, why didn't you come prepared...he said not my problem, I have other service calls during the day and too bad. I told him to get out of my house and thanks for wasting my day and he said you're welcome. Really bad service company. I called ** and told them he wasn't allowed back in my house, nor was anyone else from this company. The public should know what kind of people work for Fast Appliance Repair

  Business Response

  Date: 11/07/2022

  ******************, as she explained, scheduled service with us through **. She never actually talked to us when booking the appointment.  If she had, then we would have explained that we do not warehouse parts. We will come out to do the diagnosis and once the issue is confirmed, if we need parts, they must be ordered as we do not warehouse parts.  Once the customer receives them, we return to install them. If ** didn't explain how our service works, we shouldn't not be blamed for that. The technician, who is not just out of prison as ****************** commented, but a hard-working man-noted the account that ****************** became very angry and threw him out of her house when she found out he didn't have the part.  Again, she never talked to us about how our service worked. She booked through **. ****************** is clearly upset but her frustration is in the lack of communication from another company-not FAST Appliance Repair.

  Customer Answer

  Date: 11/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I'm curious about the lack of apology for the behavior of the service person. Always an excuse for bad behavior. Whatever 
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/12/2022

  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.

  8.3.22 - Date scheduled for initial visit which resulted in no testing of the appliance, just a guess as to what the problem might be based on what the person has seen with the particular make/model range. He asked me if there was an error message, I explained what I recorded of said error message. He asked if I was certain, I said that we can preheat the stove and wait for the error to be thrown just to be 100% sure. He did not bother to do that. The part to be ordered was $85 and the labor charge $197.51 (0.75hr) and tax $16.95. I had to pay up front, wait for the package (part) to come to my home, then reschedule with them. 8.5.22 - Part shipment arrived. I rescheduled with that on that day. The next feasible date available was 8.11.22, so I scheduled that. 8.11.22 - The person arrived, I handed him the part package, he moved my stove, replaced the part in 5-10 min then rapidly left my home without even testing the stove out. After work, I tested the stove that evening and it threw me the same error message again. Now, the "next possible cause of the problem" would be a part that I was quoted being $300 dollars, not including labor & taxes. This appliance cost me a bit over $700 on sale when I bought it in March of 2019. These prices by this company are predatory business practices. 8.12.22 - I complained to the manufacturer where I scheduled the service repair visit (*********), then I had to complain to the third-party they used for repair request. I had an unpleasant chat experience where they seemed to offer nothing to make it right, considering how the whole thing was handled with "guesswork" being their go-to method. I have captured a transcript of the chat message and also I have a picture of the invoice screen from the repair person's tablet device. These are uploaded.

  Business Response

  Date: 08/26/2022

  Our Technician diagnosed that your appliance needed a new sensor.  He replaced that and at the time it tested ok.  We stand by our repairs with a 30 warranty on labor and 90 days on parts.  I will gladly send a technician out to take another look at the appliance with no trip of diagnosis fee.  If he finds the part is defective we will order another. If he find that part didn't fix it and another is needed instead, we will refund the original part cost. Please advise how you wish to move forward.  Patty

  Customer Answer

  Date: 08/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The repair job / part was not tested nor was there any diagnosis to 100% confirm the root cause. The only resolution here is I want the $85 back for the part, I'll even return the part to you out of my own pocket and you can hock your next scam on an another unsuspecting customer.
  
  From there, I want a partial refund on the labor too. $190 for .75hrs is ridiculous. Taking an automobile to a mechanic is cheaper than this. Plus, your "engineer" or whatever you call your people was there between 5-10 minutes, not 45 min.

  Regards,
  
  *****************************