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Business Profile

Major Appliance Services

Certified Appliance Repair, LLC
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Certified Appliance Repair was contacted to repair my oven range early ******** ****, however it is currently ******* ***** 2025 and my oven is still not fixed. An employee was sent to look at the oven on ******** ****, 2024 and accidently broke the oven door glass. Now I have a broken oven and broken glass door in my kitchen. After I called them I was contacted and told that when they receive it they will contact me. Due to the oven door being removed, the inside oven light would not turn off. I was advised to tape it down which I tried to do, however, I had to call the company back because the tape would not stay on and the light would not turn off. The bulb in the oven has a wire holding it in place, so although Tony told me to take it out I could not remove it. He came out and took the bulb out, but I am still left with a broken oven, shatter glass door and no idea of when it will be fixed. I am aware of the holidays, nonetheless it is has been over a month and I have not received proof that the order has been placed for the parts needed nor a estimation of when both problems will be fixed.

    Business Response

    Date: 01/24/2025

    Hello, 

    Burke, one of our technicians reassessed the problem. Mrs. ******* had a bad oven control and overlay. The previous technician, when diagnosing it the first time accidentally broke the glass in the oven door.

    Burke returned and installed the oven control and overlay. Burke had to make two additional trips to complete the oven door with the broken glass. Yesterday *******, everything is complete and working properly. 

     Mrs. ******* is a wonderful customer and we greatly appreciate her patience. We are very sorry for any inconveniences. 

    Sincerely,

    Certified Staff

    Customer Answer

    Date: 02/01/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    ****** *******

  • Initial Complaint

    Date:10/28/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Was supposed to order parts for me almost a month ago , everytime I call they a rude and unprofessional, come to find out they never ordered the parts , they won’t let you talk to a manager and when they do he lies as well. I have gone a month without washing clothes and I have two kids and they told me they don’t care it’s not their problem

    Business Response

    Date: 10/28/2024

    We are deeply disappointed by the language and tone used by Mr. ***** when he contacted our office regarding the repair of an ** washer. He referred to our staff with offensive and degrading language, which we find unacceptable and contrary to the standards of respect and professionalism that we uphold.


    Respectful Service Environment: Our commitment is to provide a respectful and professional service environment for all our clients. The use of such derogatory term *****” towards our staff members is not only hurtful but also undermines the mutual respect that should be the foundation of any customer service interaction.


    Part Ordering Process: Regarding the parts, we want to clarify that they were ordered promptly upon diagnosis of the issue. We have the water valve. We do not have the PCB (printed circuit board). The delay is due to national backorders from the manufacturer, **, not due to any oversight or delay on our part. The part I attached has no ETA (estimated time of arrival) the date keeps getting pushed 7 days out. We do not order “national backordered parts” until the factory (**) gives us a good ETA, to keep from tying up money. Some parts have been known to take over 6 months, some parts can go into a NLA (no longer available) status. Most parts are usually just a few days. Again, this part still has no ETA. We don’t make the parts. We are a “middle man”, if the part is not available we can’t do anything about it. 


    Previous Communication: Our team has consistently tried to provide updates and maintain open lines of communication. The accusations of lying and unprofessionalism are not only unfounded but are also contradicted by our efforts to resolve the issue.


    Conclusion: Given the severity of the language used towards our staff, we regret to inform you that we will no longer continue to service your appliance. We encourage you to seek services elsewhere. We stand by our employees and will not tolerate such disrespect.


    We strive to treat all our customers with the utmost respect and expect the same in return. We hope this situation serves as a reminder of the importance of civility in all interactions.


    Sincerely,
    Jeff B******
    Certified Appliance Repair

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