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.

  I have Maintenance on my dishwasher. I called Frigidaire and they sent Lewis Appliance's technician to fix it. It worked for about a week. and then the same problem, called Lewis Appliance and they said I had to call Frigidaire again for a work order #, so I did. He came and ordered a new part. He installed the new part and within 2 days the dishwasher has the same problem. I've called Lewis Appliance and the woman was curt with me, and said I had to call Frigidaire for another work order . I did and called them (Lewis) back and gave them the work #. That was on 9-19-23. I have herd nothing from them. They don't answer the phone, you have to leave a message. I called them again yesterday (9-26-23) Still no answer to my call.

  Business Response

  Date: 09/27/2023

  We are a third-party service company. Contracted through the manufacturer of the unit in question. We cannot facilitate any kind of service at all without contractual communication through and directly from the manufacturer/holder of the warranty. Not the consumer. Under any circumstances.

  While we have been at the customer’s home three times - our technician has never been able to confirm the problem that the customer is experiencing. We have replaced parts in an attempt to repair what the customer has *described*. But have never seen evidence of the problem description directly. 
  

  As a third-party service center, we also reserve the right to remove ourselves from service scenarios exactly like this. We will be referring further communication about this job back to the manufacturer for alternate service options.
  

  We did not make the unit. We are a very small local business of two people, who happen to represent larger corporations in these scenarios as their local service center. Most days of which - we are so busy running jobs that we are unable to answer the phone.
  

  I’m very sorry that you are still experiencing issues with your appliance. But the manufacturer/holder of your warranty is the direction you will want to pursue. We are no longer willing to accept service for this customer, effective immediately. Which is our contractual right. 
  

  We are a family-owned small business that has been in operation for 30 years. This is the first time we have had any kind of interaction or complaint through the BBB. Because we do the best we can. 
  

  Again - apologies to the customer for their continued issues with the unit in question. Please deal with the manufacturer/holder of your warranty. Thank you.

   

  Customer Answer

  Date: 10/18/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  
  This is untrue.  It didn't work when he came the 1st time, but he got it going.  It worked for 1 week.  I had to call Frigidiare again for a work order#.  When he came the 1st time he told me he was going to leave the work order open for a few days.  Apparently, he didn't think it was fixed.  When it stopped again, he ordered a new part & installed it when it came in.  I've had to call Frigidiare everytime to provide Lewis Appliance with a Work Order #.  I didn't hear from them for almost 2 weeks.  They don't answer when you call.  They call you back, or rather they're supposed to call.  When I called them the Lady told me that I had to call Frigidiare for another work order#, which I did, and called Lewis Appliance & left the order #.  Still no reply as to an appointment.  I called them first on 7-20-23, 9-19-26 - 9-27-23.  When I also called Frigidiare & told them that Lewis Appliances wasn't responding so they told me to use the last work order # and get in touch with A&E Appliances.  I have an appointment for October 5th.  I am enclosing a copy of my Warranty from Frigidiare & I did not contact Lewis Appliance first.  It was Frigidiare that gave me their phone # & work order# the first time I called.  I had no idea who they were or where they were located until the technician told me when he came.  I may be 88 but I'm not senile.  My husband had a business for 40 yrs.  The last 20 together with me.  I did all the books.  Afterward we sold the business, I did all the bookwork for the Dunkirk Housing Authority for 22 years retiring at age 84.  There was no reason for that woman to be "curt" with me.  I wasn't blaming them, but my dishwasher was not working because of the same problem.  If they say the did not see evidence of the problem, then why did he order a part for it??  Thank you for letting me "vent."  I'm enclosing a copy of my warranty and I'm sure Frigidiare can confirm what I have told you.

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