Complaints

This profile includes complaints for Guinco Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guinco Service

  7231 Baker Blvd Richland Hills, TX 76118-5804

  
• 

  Guinco Service

  3848 E Roeser Rd Phoenix, AZ 85040

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:07/20/2023

  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.

  On 6/2 the technician came out to inspect our ice dispenser due to our freezer not dispensing ice. Here is the technician's notes: Found ice maker bucket to be full and ice frozen together, removed bucket and saved some ice. Cleared out bucket and put some ice back in and tested dispenser. Unit now dispenses ice and is working as intended. Advised customer to clear out ice bucket every 2 weeks to prevent issue from returning. Collected $210.00 This did not resolve our issue & the ice was still not dispensing despite the technicians notes to the issue being resolved.On 6/13, the technician came out again. Invoice notes: ice doesnt dispense and ice maker drops bricks. Checked over ice maker and found ice maker mold heater not working properly. Replaced ice maker and advised customer to give ***** hours for ice production to resume. Collected $269.48, all checks out. [F12] -This did not resolve our issue & the ice was still not dispensing despite the technicians notes to the issue being resolved. In addition, the issue was not with our fridge making ice, but rather it not dispensing it. On 6/24 the technician came out again. Invoice notes: unit makes ice properly now but doesnt dispense. Ice bin shaft is stripped & wont move under load with ice in bucket. Explained to customer that ice maker was original issue but due to ice clumping from old ice maker, ice bucket shaft got stripped out causing dispense issues. Customer declined repair at this time.- We declined the repair due to the multiple attempts of the technician stating the issue was resolved. We feel as though we paid for a part on 6/13, that we did not need & a thorough inspection was never done on the initial appointment on 6/2 AND 6/13. This has been an ongoing ************ requested for a supervisor to reach out to me twice now, with my latest request being on 6/18 & have yet to hear back. All we ask is for this to be resolved. I refuse to pay for a part that I am uncertain will resolve my issue.

  

  Business Response

  Date: 07/24/2023

  Dear *************************,
  

  Thank you for your detailed explanation and genuine concern regarding the issues with your refrigerator's ice dispenser. We have thoroughly reviewed your history with us and are aware that a technician has already visited your location and ordered the necessary ice bucket. Additionally, there are notes indicating that during the return visit, the technician will consult with a supervisor to discuss the repair costs, aiming to assist you in resolving the problem.
  We completely understand that some customers may underestimate the complexities involved in seemingly simple tasks, such as dispensing ice from a refrigerator. It's important to highlight the various components and processes that play a role in this seemingly straightforward action.
  

  Firstly, there is a paddle that the ice presses to activate a switch, followed by a control mechanism that opens a motor to operate the ice dispenser flap. This flap is equipped with an air seal, next action to activate a motor responsible for turning a coupling. This coupling, in conjunction with the ice bucket, rotates an auger blade, which ideally should separate the ice into small, individual pieces that can smoothly flow through the ice chute without any blockages.
  

  However, several factors can impact this process. The quality of the ice itself plays a crucial rolewhether the ice is in small, broken-apart pieces or if it's frozen together, forming clumps that might jam up the dispenser. Additionally, unusual occurrences like a "****** bar" clump can further complicate the situation.
  

  Our technicians are highly trained to carefully inspect all these aspects, but sometimes, even minor and seemingly unrelated issues can lead to more significant problems during the troubleshooting process. In your case, we identified a minor issue that eventually led to a more obvious problem, causing another part to fail.

  
  Despite the unexpected challenges encountered, we remain committed to resolving your situation satisfactorily. Our aim is to provide a fair evaluation of the expenses incurred and the necessary measures to rectify the issue at hand.

  
  Rest assured, we will continue to work diligently to find the best solution for you and ensure that your refrigerator's ice dispenser functions flawlessly once again. Your satisfaction is our top priority, and we appreciate your understanding throughout this process.

  
  Thank you for your patience and cooperation. If you have any further concerns or questions, please don't hesitate to reach out to us.

• Initial Complaint

  Date:03/29/2023

  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.

  In Dec 2022 Guinco came out to our home (at the request of kitchen aid) to repair our refrigerator ice maker and water dispenser. He tested the water and determined it was a faulty filter and ordered a new ice maker. The next day we put in a new filter and the water worked fine. The day after that we noticed water on the floor by the fridge. I called guinco that day and they said they would try and send they guy over after his other appointments. It started getting late (after 6) and we figured out it was from the water dispenser so we told them it was ok if he didnt come and we just wouldnt use the water. He was coming the following week to install the ice maker and we asked if it could be managed then. When he came he realized he had forgotten to put a cap back on in the back and thats what caused the leak. After that I noticed there was water damage in the cabinet around the fridge. I called and told them and they asked for a photo which I sent (attached). The ice maker they installed was installed wrong and wouldnt stop making ice. When I opened my freezer ice spilled everywhere. They had to come out again and do it again. I again pointed out damage. Finally in early January they got it fixed and I followed up about the damage. They told me they were denying my claim because I told them not to come when it was leaking. Thats not what happened and I have the texts to prove it. After several back and forths, they simply blocked my phone and e-mail and refused to communicate. Fast forward to this week. The ice maker isnt working again. Despite their 90 day parts and labor guarantee they are refusing to service it. I want my ice maker to work and my cabinet to be repaired and they wont do anything. Please help!

  

  Business Response

  Date: 03/29/2023

  We have offered to have the minor damage to your cabinet repaired, to which you chose not to move forward. At the first instance you found water on your floor, we scheduled a technician to come back out to assess the issue, to which you had responded prior to his arrival that you no longer needed him back out. At this time, you have harassed our administrative employees enough and precautions had to be taken to protect them. Asking for a full cabinet replacement and money for your time is not in line with the minor damage that we had offered to repair as a courtesy.

  Customer Answer

  Date: 03/29/2023

  Complaint: 19868918
  
  I am rejecting this response because:The response is patently untrue. There was no offer to repair the cabinet, I would have accepted that. They told me they would not be repairing it. At no time did I ever ask them to replace the entire cabinet. I called to follow up on it and was repeatedly promised calls back which never came so I called again. I did not harass the staff, I asked to speak t someone with decision making power and was never afforded that opportunity. They refused to discuss it and blocked my email and phone. Now, the repair has failed again within their 90 day time frame and they are refusing to service it, regardless of their stated guarantee of 90 parts and labor on repairs. This was not addressed in the response. I called (using *67 so my call would go through) and they connected me with a supervisor about the new issue. At one point the gentleman said they could give me back what I paid for the repair. As I started to tell him that wouldn't work because ********** paid for the repair, I didn't even get out the whole sentence before the supervisor hung up on me. 

  To sum it up, Guinco was negligent in their work which caused damage to my home and they have refused to repair it. There is zero communication saying otherwise, they never made an offer. Guinco also did poor work that didn't even last 3 months and are refusing to fix it, despite their guarantee. 

  I would prefer to settle this through the BBB and save everyone the hassle and expense of attorneys, but what Guinco has done is unacceptable.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/11/2023

  *******,
  
  
  We offered to hire a handyman and send out to repair the minor damage to your cabinet. That was not sufficient for you and you demanded that we instead hire a cabinet specialist and we informed you that we could do so, per our phone recordings. You insisted that we pay you compensation for pain and suffering so that you could take time off to be available during the repair. You have been extremely rude to our staff calling us worms and filthy, among many other terms. There is a process for how escalations are handled that we follow for all of our customers should an escalation arise. Just because you demand to speak to the owner, does not mean we are going to change our process for handling these claims because you're yelling at and bullying our staff. 
  
  You have been charged absolutely nothing. The repair fell outside of our 90-parts labor warranty and therefore would be subject to a trip and diagnosis fee along with any parts and labor required to complete the repair. And just to reiterate when you initially called a couple of months ago, we came to your home and completed the repair. After you called the following day about water being present, we rearranged a technician's route to come look into the issue. The appointment was canceled at your request as you no longer thought it was an issue.
  
  
  Again, we tried to rectify this issue with you but because you cannot have a conversation without raising your voice or being rude to our staff, we will not tolerate further communication. Tell us why here...

  Customer Answer

  Date: 04/17/2023

  Complaint: 19868918
  
  I am rejecting this response because: this is not an accurate representation of what happened. The time line in garbled and there are severe exaggerations.

  Guinco came to my home to repair the water dispenser and and ice maker. The tech came out tested both. He told me for the water to work all I need to do was replace the filter and we needed the ice maker to be replaced. This was on Thursday December 8. I got the new filter on the 9th, installed it and proceeded to use the water dispenser. Afternoon on the 9th I noticed there was water coming out of the bottom of the fridge. I cleaned it up and contacted Guinco. Guinco told me they could send out a tech between 3-6 that day. I told the, it wasn't leaking any more (we figured out it was the dispenser and stopped using it) and told them we had dinner company coming at 530 that night. At 4:48 on Friday the 9th they let me know the tech was behind and he had another stop before our appt. She asked me if I wanted to cancel and asked if I had more water. When I told her no she said the tech told her everything tested and it wasn't taking when he was at my home and asked if I wanted till wait till Monday. At NO POINT was it suggested if I took them up on that option, it would invalidate my claim for the damage it caused. I said ok. When he did come out, he immediately noticed he had forgotten to put a cap back on in the back and that is what caused the leak. He apologized and told me the company would stand behind it.

  When I noticed the damage to the wood cabinetry I called Guinco immediately. They asked me to send a photo of the damage. I sent one on December 27 as seen in the attachment.

  When he installed the ice maker, he installed it in a way the on off bar would not stay up when the ice was full. It would not stop making ice and when I opened the freezer door about 50 ice cubes would fall on the floor. I had to empty the full thing of ice out daily so that wouldn't happen. When they sent me a text on the Dec 30th to remind me of the appt to install an ice maker again I asked about the cabinet. I was told it had been sent to the escalation team.

  On January 12 I reached out to follow up on the cabinet repair. She told me they were still looking at it and that sounded odd to me as they had the info for quite some time. They connected me to a supervisor named *******************. He talked to me about sending out someone to look at it and they could figure it out from there. At that point I was incredibly frustrated as nothing had moved forward. I mentioned the amount of time it had cost me as they had already been out four times and how I couldn't make any business appointments for those days as I didn't know what time they were coming till that morning. I was frustrated and angry. While I was talking to ************ he asked inquired internally about the repair to my cabinet and was able to find out they were not honoring my claim because the tech didn't come out on Dec 9. 

  After I spoke with ***********, I called the office and asked to speak with ***********************. That call as at 2:30 on January 12. I was told he would call me back within an hour. I called back at 4 and they apologized and told me he would call back in an hour. Needless to say, I did not hear back from him. I tried to escalate it further, I asked to speak to *******************, the owner assuming he didn't know what was going on and would want to make it right. He did not call back.  I called again and they told me they didn't know when I would hear back from him. I told them I would would continue to call back until I could speak to someone who had the authority to make it right. I tried calling back later in the day on the 13th and the calls wouldn't go through. I tried to email *********** and it bounced back. Guinco had blocked my phone number and email from being able to contact them. I wrote a review of Guinco on ******** and they blocked me there too.They damaged my home and then refused to discuss repairing it. Reputable businesses do not behave in this fashion.

  Fast forward to March, the ice maker broke again. Guinco has on their website that their work is guaranteed, parts and labor, for 90 days. Blocking my phone number, so it would go through, I called. They had a responsibility to repair the ice maker yet again. They told me they will not service me. When I asked to speak to a supervisor to plead my case, they said someone would call and to no-one's surprise, they did not call.

  At this point, I have just broken down and purchased a new refrigerator. I want Guinco to either find a reputable person to repair the damage to my cabinet, or alternatively, let me find someone with the understanding they will pay for it. I really don't want to go to small claims court, but if this can't be settled here I will have no other choice. 

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

• Initial Complaint

  Date:09/02/2022

  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.

  March 28, 2022, a service tech came to the house to perform a diagnosis on our Whirlpool refrigerator because the ice makers had stopped working and while trying to see what the problem was, I knocked off a cover on the lower ice and it jammed the drawer open. The tech removed the plastic cover piece and closed the freezer drawer and told my wife we needed new freezer drawer slides for around $600 to fix the ice makers. She told him to please call with cost so she could speak with me once I got home. When I learned about the drawer slide "fix" I was baffled that someone would even suggest that would fix an ice maker. Just because I called an appliance repair place, doesn't mean I don't know anything about appliances or have common sense. I called the company and explained the situation. The lady was pleasant and said someone would get back with me. I do not believe I was ever called back and I continue to receive bill notices. They want $145 for nothing. There was no diagnosis of any kind. No temperature was taken, no check to see if the water was working, not check to see if the electronics were working...NOTHING. I had hoped they would understand the issue and drop the bill but they're insistent on getting money. Fast forward to August, I purchased a new ice maker and will replace it as soon as my knee replacement allows. I will never trust this company. I want the bill dropped and for the company to never contact me again.

  

  Business Response

  Date: 09/12/2022

  The customer made first contact with our company and left a message on 3/13/22 for service related to the refrigerator not cooling and a freezer door that would not close. It was mentioned that the door was duct taped in efforts to hold it in position.  Our office contacted the customer to confirm that these details were accurate on 3/14/22; the freezer door would not close, ***** was building up from it, the door was duct taped and that the fresh food section was no longer cooling. The ice maker was not the concern.  Our office confirmed with the customer (verified by recordings) that we have a $145 trip and diagnosis fee and the technician will provide an estimate for the repair, and if they chose to not move forward with the repair they would only be responsible for the $145 trip and diagnosis fee.
  
  
  Our technician arrived on 3/15/22 for the appointment, found the freezer door heavily taped shut.  The technician was able to verify the concern that the fresh food section was not cooling, the fans were functioning, the compressor was running, the freezer door would not shut and binded when trying to open it, there was heavy frost and ice inside the freezer area.  The customer advised that the unit was functioning fine prior to the freezer door issue.  After working the drawer system to allow access into the freezer, it was found a cover was blocking the drawer.  This was removed and placed back to the correct location.  The technician then attempted to loosen the rails to allow the freezer drawer to glide open and close, but continued to have binding along with a self closer spring would not function.  The tech recommended having these replaced and advised that if the unit was functioning prior to this that after the recovery stage for the freezer temperatures, the fresh food temperatures should return to normal and all other functions should begin to operate as it did prior.  This repair estimate was presented and approved, so the technician ordered the parts to ensure a proper repair.
  
  
  The customer reached out to our offices on 3/27, canceled the repair without an explanation for why and was billed accordingly for the agreement of our trip and diagnosis fee. The bill is still outstanding.  We would recommend that the customer use our bill pay link to satisfy this debt.