Complaints

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

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  Campbell Appliance Heating & Air, Inc.

  3591 Rocking J Rd Round Rock, TX 78665-9494

  
• 

  Campbell Appliance Heating & Air, Inc.

  5427 N State Highway 6 Ste 3 Waco, TX 76712-2658

  
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  Campbell Appliance Heating & Air, Inc.

  2530 Shell Rd Georgetown, TX 78628-9235

  
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  Campbell Appliance Heating & Air, Inc.

  1001 E Avenue G Killeen, TX 76541-6238

  
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  Campbell Appliance Heating & Air, Inc.

  4301 W Avenue H Temple, TX 76504

  

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:06/05/2025

  Type:Billing 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 June 5, 2025, Campbell Appliance Heating & Air **** serviced our property at ****************************************************. We were charged over $360 for about 20 minutes of total work spread across 3 days. The only work performed was the replacement of one outdoor circuit breaker (a part that retails for ~$20). The technician did not run diagnostics, replace any appliance components, or leave documentation.They never disclosed their $189/hour labor rate before the visit. They also cut the lock on our outdoor breaker box without asking if we had a key we were home and would have gladly provided access. Communication was poor: they gave no clear arrival windows, failed to show up consistently, and extended a basic service unnecessarily.When we followed up with customer service, we were treated rudely and dismissed. We were not given a proper invoice, breakdown of charges, or any justification for the inflated cost.This experience felt exploitative, especially since we were not refrigeration professionals and had no supervision present during the service.

  

  Business Response

  Date: 06/10/2025

  Thank you for that clarification! Heres an updated response incorporating that point:
  
  Subject: Response to ******************************* on June 5, 2025
  
  Thank you for reaching out to share your concerns regarding the service provided at ****************************************. We sincerely apologize for any frustration caused during your experience, and we appreciate the opportunity to address your feedback.
  Regarding the service timeline, our technicians aim to provide thorough and effective solutions, which may require multiple visits depending on the nature of the issue. We regret if this resulted in an inconvenience and will review our scheduling process to improve clarity and consistency in arrival windows.
  As for the work performed, the replacement of the outdoor circuit breaker was a necessary step based on our technician's assessment of the system. While we do not typically itemize individual components within our flat-rate pricing structure, we strive to provide transparent communication regarding costs before proceeding with service. We apologize if this was not communicated clearly in advance and will reinforce this process internally.
  Concerning the lock on the breaker box, our technician proceeded under the assumption that access was required for the repair and made a decision in the interest of completing service promptly. However, we sincerely regret not verifying with you before taking that action. We also want to clarify that we offered to replace the lock following the service to ensure security and peace of mind. We acknowledge that better communication in this instance would have been beneficial, and we will ensure our team follows best practices to avoid similar situations in the future.
  We also take your concerns about customer service seriously. It is our priority to treat all customers with respect and professionalism. We regret that your interactions did not reflect this standard, and we will address this internally to ensure all concerns are handled with care and courtesy.  If you have any additional questions or require further clarification, please do not hesitate to reach out. We value your feedback and will continue to refine our practices to provide the best possible service.

  Best regards,
  ******* ****
  Office Manager, Campbell Appliance Heating & ********

   

  Customer Answer

  Date: 06/13/2025

  Complaint: 23430559
  
  I am rejecting this response because:

   

  Hi *******,
  
  We appreciate the sentiment, and were flattered that nowafter a formal BBB complaintyoure making an effort to respond, or at least claiming to address these issues internally.
  
  
  However, we need to make the following clear:
  
  -This is the opposite of how you handled things when we contacted your office directly.
  When my husband stated that this situation seemed like a poor way to conduct business, you refused to acknowledge any fault or offer any resolution.
  

  -Your technician cut the lock on our outdoor breaker box without asking, even though we were home and had the key.
  
  If your technician had simply spoken to **, this damage could have been avoided.
  Instead, they operated silently, made assumptions, and damaged property unnecessarily.
  
  
  The lock remains broken and unreplaced to this day, despite your response claiming otherwise.
  
  No one has contacted us.
  No lock has been replaced.
  The lock you broke costs more than the $20 breaker you installed.
  The box is street-facing, and leaving it exposed is a security issue and unacceptable.
  
  
  If your team had been genuinely interested in completing the service promptly, they would have:
  
  -Shown up on time
  -Clearly communicated
  -And fully completed the jobnone of which occurred
  
  
  Your company:
  
  Avoided discussing pricing in advance
  Provided no diagnostics or labor time logs
  Issued a vague invoice only after we escalated
  And never responded to our follow-up email
  
  
  We were charged nearly $400 for:
  
  One breaker replacement
  No appliance repair
  Less than 20 minutes of actual work
  Spread across multiple uncoordinated, unscheduled visits
  
  
  Prior to this formal escalation, you made no meaningful attempt to address our concerns, provide clarity, or accept responsibility.
  This pattern reflects a strategy of telling customers as little as possible, avoiding transparency, and taking advantage of those not directly supervising the work.
  Your company took advantage of our position by deliberately avoiding transparency around pricing.
  
  At no point did your technician or office explain what the labor rate would be.
  Instead, you allowed us to believe we were paying for an expensive replacement partwhen in fact we were being charged an exorbitant amount for minimal labor.

  
  This lack of disclosure appears intentional and reinforces the pattern of misleading and exploitative business practices.
  
  
  We are filing additional complaints with:
  
  The Texas Attorney Generals Consumer Protection Division
  The ***************************** & Regulation (TDLR)
  And other relevant regulatory bodies
  
  We also plan to post our experience publicly so that other consumers are aware of these practices.
  
  If you truly valued your customers and your companys reputation, you would take the external step of:
  
  Issuing a partial refund for the overcharge
  Replacing the lock your technician broke
  And acknowledging the professional failings in this situation
  
  As of now, the job is incomplete, the damage is unresolved, and your response is not acceptable.
  
  We formally reject your response.
  
  

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

   

   

  

  Business Response

  Date: 06/26/2025

  On June 2, 2025, you contacted us for service related to your refrigerator. The following day, June 3, our technician was dispatched and promptly diagnosed the issue as a faulty breaker. With your approval, payment was submitted at that time and the necessary part was ordered. On June 5, our technician returned as scheduled to install the breaker.  

  The service, including the installation of the breaker, was completed in a timely manner in line with the scope of work approved. 

  As of June *******, we have not received any follow-up communication indicating that the refrigerator issue is still ongoing.

  
  Unfortunately, there was no prior mention of a key needed to access the breaker panel, and we sincerely regret that our technician did not verify access in advance.   To address this, we offered on June 5 to replace the panels lock, and a new lock is being ordered and will be shipped directly to you.  

  We take customer feedback seriously, and we are truly sorry if your experience did not reflect our standard of professionalism and respect. We have addressed this matter internally to ensure better communication and service going forward.

  
  Please also note that our company uses a flat-rate pricing model, meaning repair costs remain consistent regardless of location or time involved. The $189 quoted for labor reflects our standard service base rate.
  The service, including the installation of the breaker, was completed in a timely manner in line with the scope of work approved.  As stated in our policy, all sales are final, and we are unable to issue a refund at this time.

  We apologize for any frustration regarding the service timeline and appreciate your patience. Our technicians plan their routes carefully based on location and daily workload to ensure efficient service.
  Thank you again for your feedback. We remain committed to earning your satisfaction and trust.

  
  Sincerely,

  Campbell Appliance Heating & ********

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My refrigerator went out. This business did not do a full diagnostic and they only ordered the fan in which on February 27, 2025 paid this business $421.09. They came back out and put the part in and a few days later, my refrigerator still would not work so they came back out and now they are saying I need an alternator if they would have done a full diagnostic in the beginning wouldve just paid their service fee and got me a new refrigerator

  

  Business Response

  Date: 03/19/2025

  Mr. ********** we are unable to give a refund as service has been rendered. The part installed on your refrigerator needed to be replaced as it was faulty. You approved the repairs the repairs were completed. As stated on the invoice if additional parts are needed, they do incur additional fees. It's unfortunate that your refrigerator had several faulty parts. It was not the alternator that the technician found to be faulty, it was the compressor, and an ** at that. ** warrants their compressors the way they do because of the issues they have with them. There is in fact a class action lawsuit against ** for their compressors being faulty. Your compressor is under warranty with ** and they will provide you with a new compressor, however they do not cover labor fees. If you would like to have your compressor replaced under ** warranty, please call the office at ************ and the office can help you with the warranty process. As stated above we are not able to issue a refund as your evap fan motor was faulty and needed to be replaced. Should additional parts be needed there will be additional fees.

  Customer Answer

  Date: 03/20/2025

  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.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:02/27/2025

  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.

  Campbell's Appliance came to my home in September to fix my washer. Because the price of a service call was so high, I went ahead and authorized the repair even though it cost twice what the machine was worth. It soon began making a strange squeaking and squealing sound. I called, and the woman told me the repair was out of warranty and she couldn't help me. It then began making even worse sounds, a horrible racket like someone is pounding on the roof, and we have to close the laundry room door to be able to support it. I e-mailed the company and got no reply. I called and the woman said I would have to e-mail a separate address. I did and have heard nothing from that one either.

  

  Business Response

  Date: 03/10/2025

  The original service date for the original repair was September 25, 2024. All repairs have a warranty on parts and labor. The labor warranty has already expired however your part does have a manufacture warranty. We would be more than happy to send out a technician to look and diagnose your appliance. If the part previously installed is faulty we would be happy to file warranty on it. You would be responsible for all labor fees acquired. In addition, you would be responsible for the service call fee of $129, which is waived with repairs should you choose to not go through with the warranty work. If there is an additional issue with your appliance you would be responsible for both parts and labor, as well as the service fee should you choose to not go through with repairs. If you would like to get scheduled, please call the office at ************ and we will get you scheduled. 

  Customer Answer

  Date: 03/26/2025

  Complaint: 22998853
  
  I am rejecting this response because:

  I paid Campbell's Appliance over $300 to fix my washer (TWICE what it's worth) because it wouldn't go into the spin cycle. Campbell's Appliance caused two other problems with my washer. It now 1)  makes two horrible sounds (which it did NOT before they "fixed" it) 2) and it does not spin the clothes out dry as before. 3) I must now must take my wife, who has breast cancer, to the laundry mat (using time and money we do not have). We never had that problem before. They have made (what was peace) in my home into a living h*** The sounds the appliance makes are so insupportable that we must close the laundry room door or leave the house. I called them twice - first about a loud squeaking / squealing sound and the second about a loud banging noise, and they hid behind the fact that it was "out of warranty". They expressed ZERO concern, and ZERO intent to make the problem right, and do not have any interest in a satisfied customer. ********************'s got my money, and they are happily after the next person to make a victim. EVEN WHEN RESPONDING TO BBB UNDER COMPUNCTION, that company will not acknowledge what their tech did to my washer. They now have the nerve to tell me I must pay over a hundred dollars MORE to get them to come back out, that they will send in any defective parts for a (possible!!!) warranty, and that I must pay labor to replace it, EVEN IF IT IS UNDER WARRANTY. Either way, I must pay another service call AND labor, to get it fixed the way it should have been the first time. Campbell's even falsely reported that I claimed I was forced to do the repair (read their response and other e-mails in this exchange). I did no such thing, with my wife and God as witnesses. This is outrageous, illegal, immoral, and unacceptable, for a company with the BBB to do. How this can be allowed to go on, under your noses, in your area, and under your name, is beyond my imagination. I have contacted you, the ***********************************, the ********** (they are not members, ***) and ****** ads, to place complaints. I have spent HOURS of time, and HUNDREDS of dollars, trying to get my washer repaired. It should have been an easy fix according to what the receipt said was done. It should have been a humbling experience for them, and they should have gladly made this right. All they have done is evade and accuse. Campbell's is the perfect example of how NOT to do "Better Business" in central *****. Thank you for anything you can do to help us. All we want and all we paid for is a washer that is quiet and does its job.
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/26/2025

  Dear *** and Mrs. ******

  Your original service request for your ***** top-load washer was received on September 13, 2024. The necessary repairs were approved and completed on September 25, 2024, with a 30-day warranty provided at that time.

  We did not receive any communication regarding further issues with the washer for five full months following the completed repair. Your recent contact on February 25 and 26, 2025, falls well outside the warranty period. At this point, any current issue is considered separate from the original repair.
  
  As such, Campbell Appliance Heating and Air cannot provide a return visit at no charge. We would be happy to schedule a service call, but the standard service fee would apply.
  
  

  Customer Answer

  Date: 03/27/2025

  Complaint: 22998853
  
  I am rejecting this response because:

  As I have stated, to both you and to Campbell's, they are not telling the truth, only half of it. Yes, they technically fixed the problem (as the washer does now go into spin). What they didn't tell you at BBB is that they created two more problems! Worse, they have expressed ZERO interest in making this right. I had originally called them because the machine would not go into spin cycle. After their tech "repaired" our washer, it did. However, it soon began making a squealing sound, but still worked. At first, my wife simply laughed at the noise, because it still washed and spun the clothes. I tolerated it for a while, because I (wrongly) thought it may have been some new part they put in. It wasn't. I called Campbell's and they brushed off the problem and hid behind the warranty date. Later, it began making a much worse, much louder, horrible sound, which I can only compare to machine-gun fire. THAT bothered us. I called again, spoke to a different woman, and reported the problem had become more serious. She did not know, or care to find out, Campbell's e-mail, so I could put my complaint in writing. I did so, wrote them, and they again had no interest or concern about their customer's complaint. She only wanted to talk about the warranty date for the original repair, which is NOT the current problem. The machine continues making unsupportable noises, and now does not spin the clothes out dry. We now must take them, with our time and money, to a laundry mat. Campbell's doesn't care. They insist that if it spins now, the noise and the fact is doesn't work correctly, are not important. Are not their cause or concern. Campbell's does not put customer satisfaction first. ********************'s isn't interested. How they are still in business is beyond my understanding. If I ran a company, and my reputation was at stake for an error my tech caused, I would have ignored the warranty date, and moved heaven and earth to find out why a customer's washer made those horrific sounds and did not spin correctly. They simply hide behind warranty dates, ignore all new problems they caused, and go on to the next sucker. I cannot imagine that I'm the first ****** they've treated this way. There must be dozens! AND THIS IS HAPPENING, not somewhere in *************, *******, but IN YOUR AREA. Under your nose. This is Texas! This is America! Campbell's should be out of business. And even after knowing that I have gone to you, to the **********, to the ***********************************, and to ******, where they promote themselves, they brazenly will not budge. They refuse to even TRY to find out what on earth is going on with a machine they "fixed". They have ZERO interest in knowing what they did wrong. and even LESS in trying to make it right. Campbell's is Exhibit A of the fact that capitalism, without morality, is as bad as Socialism. Talk about cold, cruel, uncaring people! How on earth does a local company fix a customer's problem, cause two different problems, and pretend that that is not their concern???

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

• Initial Complaint

  Date:05/22/2024

  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.

  I have had this company come out to my house five times to fix my refrigerator. It is still not fixed and they refused to fix my refrigerator. I told him that I would pay them to fix it after 48 hours if it actually ran it consistently is not running not only that but is now leaking, and continues to shut off. ***** is refusing to be reasonable. My husband is deployed and I told him to receive any further payment. He would have to call and talk to my husband, but he was completely unreasonable. I never refused to pay him.

  

  Business Response

  Date: 05/22/2024

  Customer has a past due balance that must be resolved before any further action can be made. I spoke with the customer today regarding the issue. She stated she was going to get an email address for her husband so we can send a payment link to pay the past due balance. Once payment is recieved the tech will be scheduled to return and repair the leaking water line.

• Initial Complaint

  Date:05/20/2024

  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.

  In October 2023, this company was paid to come and repair my oven. A part needed to be order before any work could be done on it. I paid half the price of the part so that they could place that order. I was told it would take 2 weeks to get in. I didnt hear back from them for about 2 months. I then called and asked for an update. They said they were still waiting on the part. Keep in mind that my check had been deposited. Someone then came out in January to remove a piece that needed to be sent off to get fixed. While removing the piece the worker shattered my top oven door (its a dual oven). The company said they would find a replacement door. I then didnt hear from them for about a month. When I called they said they couldnt find a replacement. After discussing the situation, they said they had an oven to replace my oven that they broke. Its been 3 months of them going back and forth of having a replacement to not having one. I got ahold of them this month and mentioned bringing a lawyer into this situation and that seemed to help move things along. Its been 3 weeks of them saying they are going to install the replacement dual oven and nothing has happened. Since working with them the only communication between me and this company is when I call. There has been no follow through or desire to solve issues.

  

  Business Response

  Date: 05/20/2024

  This has been an ongoing resolution. We have explained that we will be out to install a replacement unit. Currently we have the customer on our schedule for Saturday. Keep in mind that we are already in the heat of Texas summer and any HVAC or Refrigeration takes priority over any services already on schedule. We fully intend on completing this ticket. It has taken much longer than was originally anticipated since the customer has an older unit that is no longer in production. As stated our current resolution is scheduled for this weekend as long as no other situation arises. 

• Initial Complaint

  Date:10/09/2023

  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 10/3/2023 I created an online request with Campbell Appliance for a furnace maintenance visit. They called & I explained we bought home a little over year ago & wanted to have furnace ready for this winter. They scheduled for 10/4/2023. Thursday I was text & emailed saying theyd be here 1-3pm. I responded yes. Two men pulled up at 1:36, sat in their vehicle 1-2 minutes & then came to front door-I greeted & explained where furnace was located upstairs. 1 guy brought nothing in & 2nd guy brought in an air tank. They came back within 4 minutes with the dirty air filter (I provided the new 1). I asked if the filter in the air exchange located in living room needed replacing as another HV** had said not necessary. 1 said that use for a 2nd unit. I said no when they repaired the ** unit 7/3, they told me the unit in crawl space was an air blower/fan. They asked if I wanted this looked at & I said if theres 2 units it doesnt make sense to have 1 without the other. They went back upstairs returning a few minutes later. 1 said since 2 units they were billing me $387 (I used a $20 coupon). I told both men, Id never call company back. I paid the bill and they left @ 1:46. I called the office & was told since they looked at two-I owed for two.I advised the office manager I will never use their service again. Minutes later I received the paid invoice-it only states maintenance of two units. I read online what was maintenance norm. I emailed requesting specific information as to what the two employees did. Office manager says it was an inspection and/or checking out and offers to send generic list of what they COULD look at. I asked for specifics and now office manager says Im rude and accusative. The 2 employees changed 1 filter I provided and turned on that furnace to see if would come on-nothing else. I pay for service but dont believe 10 minutes for 2 units is $400(if no coupon). I have changed filters & turned on furnace, doesnt mean Im a HV**.

  

  Business Response

  Date: 10/09/2023

  I have recieved a number of calls, emails, and text messages from the customer. I explained to the customer that one time service maintenance is per unit. The Winter check up is a basic check for any signs of damage or corrosion to the electrical and gas components of her system. After checking the first one she requested they do the 2nd one. This is an additional charge. It was not until she realized she had to pay for both units did she become upset because previously on another visit she was only charged a service fee for one. When I looked back I advised her she should have been charged for both and that had been the error. That technically more funds were due for the previous visit. She was not happy about the price she was responsible for paying since it included both units. She didnt like that it does not take that long to inspect the units. When doing a winter check up inspection it does not take long because you are not concerned with the outside unit since it is not part of the winter check up. I advised the customer that I had to cease communication with her because it was just going back and forth. Everytime I provided explanation she would twist everything that was said around still not satisfied. 

  Customer Answer

  Date: 10/09/2023

  Complaint: 20713277
  
  I am rejecting this response because: 1st-I accept the billing-I could have asked the account I used to pay that I was disputing but I understand. 2nd-this respondent offered to provide what possibly their employees COULD have done but I asked for specifics: I checked filters, I checked wiring, I checked duct work, etc but he was looking for a way to just hush me up.  3rd-He replied to me in an email saying he requested-Im not a he & when I pointed that out he then blamed his phone as he dictated a response (he sounds so much like you). 4th-he wants to scare me off of continuing to ask questions by stating they could have billed me for the 2nd AC unit on a July call. I reported I had two AC units outside and one was making a noise. The employee who came recognized the problem and never touched the 2nd unit. If this is their excuse for threatening to bill me, I should be prepared as I also have two refrigerators, an oven, a dishwasher, 4 sinks, 2 bath tubs, 3 toilets-their employee didnt touch those things either but according to his reasoning of you have 2 AC units nothing surprises me. Finally, the employees who came to do the maintenance spent more time walking around my home trying to locate the second furnace than they did inspecting or checking out. 
  Im beginning to think this business takes advantage not only a woman but an elder woman at that. 
  As I told this manager or whatever the title, I want specifics of what the two men did in the 10 minutes time that actually pertained to maintenance/inspecting or checking the two furnace units. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 10/11/2023

  Specifics have been given. If there was a problem customer would have been advised and given cost of repair. No repair was needed at the time of inspection so she was only charged for the service of inspecting both units.

  Customer Answer

  Date: 10/11/2023

  Complaint: 20713277
  
  I am rejecting this response because: Once again, the business DOES NOT explain what the employees did in regards to their inspection. I requested in my email sent directly to Campbell Appliance email, asking what their employees did in the fourteen minutes (10 spent inside my home) they were here. From my position inside my home, the furnace had the air filter changed out (which I provided) and the unit was switched on. Other than locating the **** fan in the crawl space-they did nothing else. So I need to know-since it is my property-what they did to earn $387 in 10 minutes. Ive already read online what **** techs COULD do. If my heat goes out this winter, I need to be able to share with a reputable **** repair what had been inspected.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/21/2023

  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 hired this company to fix my ice machine at my restaurant. They came out to fix and told me they had to come back to fix the motor and had to wait on parts. Then denied they ever said that to me and called me a liar and told me they did a deep clean and put a new filter on the machine. This was on May 16,2023. It worked fine for a few days and then started doing the same thing again. I called them back to let them know and they came back out on July 12th when they were able to fit me in almost 2 moths later and told me that there was only one person that could fix my machine that he was on vacation. I contacted the company back several times asking when someone would be there because everyday I have to go purchase ice, All I could get out of them is that I was on the list and someone would text me when they could get there. When they came on the 12th they changed my ice size because they said it was to large. After doing that my machine will no longer make ice. They came back today upset that the machine was unplugged yelled and my employee infront of other employees and customers. He told her that I was rude when i asked to speak to let him know what was going on and gave her the phone and cancelled out appointment and said they would not be back. He also told her he was the owner.

  

  Business Response

  Date: 07/27/2023

  In response to the customers complaint all the alligations are false. In the beginning the customer was advised she had to pay $149 commercial service call fee per appliance. She had us look at an Ice Machine and Freezer. When she recieved the invoice she immediately called our office and became beligerant with the office staff claiming she was never advised she would have to pay a service call fee per appliance. Attached is the invoice. To satisfy the customer we removed one of the service call fees. Clearly listed on the invoice it states she was paying for a cleaning for the ice machine. No mention of any motor anywhere.

  After it was approved and paid for we completed the cleaning. Per the customers own admission she had never had it cleaned before. She claimed she had never been told by anyone but us that it should be cleaned quarterly. Over a month after the cleaning was done the customer called us back stating the ice machine motor we installed quit already. Office staff advised her we never installed a motor. We performed a cleaning. She called the office staff names, became beligerant once more, told the staff he had little man syndrome, because kept trying to tell her all we did was a cleaning. She was once again presented with a copy of the invoice showing exactly what she had approved, paid, and what was completed. She insisted that she would tell all of her customers that she does not have ice because Campbells does shoddy work.

  We agreed to send a tech back out as a courtesy. When the tech arrived the machine was half full of ice and it was triple digits outside which will affect the production of ice and the place was busy. The machine was working. Maybe not as fast as they wanted it to but the tech went ahead and made some adjustments and left. Again the customer called and said it still did not work. Again as a courtesy the technician went back out a 3rd time. This time the customer had the machine unplugged. When asked why it was unplugged the customer became beligerant with the technician. The technician tried to explain that ice machines will turn thierself off and give a code if there is anything wrong. The tech said it would have to run several hours before it would shut off again and they could not wait around for that. The customer became increasingly beligerant and the technician walked out. Customer then called the office and again was beligerant to the office staff until they were forced to disconnect the call. We will not subject our office staff or technicians to constant harassment and verbal attacks from anyone. We performed the job we were hired to do. There is no refund to give. The machine was cleaned in May. It is time for the customer to have her machine cleaned again. The customer said she never wants us to return to her property and we do not ever want to return to her property. There is no reason for her to treat people and talk to people the way that she does and our employees do not deserve this treatment. 

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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.

  Campbell Appliance came to check ** WASHER and said repair needed for door latch. We asked to pay extra to expedite part but repair person said it would not help and charged half payment CC $188.00 on 4/27/23. After a week I made 2 calls requesting eta for door latch part. I contacted rep to cancel since no eta for part told me I had to pay full amount and restocking fee and no part received yet. Then rep said they had same part for another customer and I could have their part. Told them that would not be fair to that customer and not good service. Afraid they will bill my CC FOR FULL AMOUNT AND NO REPAIRS WERE DONE. BAD BUSINESS PRACTICE.

  

  Business Response

  Date: 07/12/2023

  *************************** will not be issued a refund as the invoice states there are no refunds on deposits or special ordered parts. Her part order had to come from the manufacture which is consisted a special ordered part. She requested it be expedited but the manufacture does not expedite parts out of stock. We did have another part that would have fit her washer. It was for another customer however they were on vacation and would not be available to have their part installed for another 2 weeks. ******************** was offered to be scheduled that next day on Friday and she refused service and asked to cancel. As stated on her invoice, there are no refunds on deposits or special ordered parts. She was aware of that and still chose to cancel service. We attempted to make the repair but she refused stating it would not be fair to the other customer, however the other customer was aware of the situation since they would not be back in town for 2 more weeks and the part for ******************** would have been back before then to have it installed. Service was offered and ******************** chose to cancel service and again was aware there would be no refund. 

   

  Customer Answer

  Date: 07/13/2023

  Complaint: 20029631
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  i was not told other persons part was not needed for 2 weeks and they could have called to tell me this but only told me when I was told my part was not in for several more weeks. Then when I was told they had SAME part for another customer they would install it for me. How strange had same part all of a sudden. Not a reputable company in my opinion. 

• Initial Complaint

  Date:04/04/2023

  Type:Billing 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.

  Campbell appliance said they could fix cooktop so gave them $500 deposit to order part on Jan 25. Over 2 months later, still no cooktop and Campbell now says it cant be repaired. However, they want to keep part of my deposit which I gave them because they said it could be fixed. We have not had a cooktop over 2 months - and will now need to find and purchase one. In addition, ****** never provided status updates for the repair. When I called to find out to learn the status, he would not speak after I identified my self. I would have to coax him to provide me with update which was always minimal at best. Will never call or recommend Campbell Appliance. They did not perform the services they promised and were extremely rude and unprofessional in their services.

  

  Business Response

  Date: 04/05/2023

  We are issuing a refund. However we are charging min labor fee as we have been out there several times as well and spend several hours with it in our shop. 

  Customer Answer

  Date: 04/05/2023

  Complaint: 19890705
  
  I am rejecting this because Campbell appliance said they could fix cooktop and asked for $500 deposit which is why I paid that amount.  They supposedly worked on it for over 2 months; however, they never communicated with me regarding progress.  When I called to learn status, ****** was extremely rude and never followed thru with the work promised  

  if you look on yelp (which I wish I had done before calling Campbell Appliance), you will see 29 reviews of the company all of which gave them a 1 star rating because Campbell took deposits and never followed thru with work and their employees were rude when customers called to check on their appliance  

  Apparently, Campbell Appliance practice is to take peoples money, not perform the work, keep deposits and bully their customers so they can keep their deposits  

  please take a moment to review Yelps rating on Campbell Appliance.  This company should be stopped from continually taking advantage of uninformed customers  

  I will be happy to forward Yelps ratings and responses to you. There is not one rating over 1 star and most responses said they wished they could give Campbell Appliance a ZERO..

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

  

  Business Response

  Date: 04/06/2023

  At this point there will not be a refund as the customer his disputed their charges with their credit card. We will respond through our merchant based off our rules, regulations and terms and conditions. 

  Customer Answer

  Date: 04/06/2023

  Complaint: 

  I feel bbb should take note of Campbell Appliance business practices when listing the company on their website  

  I should not have had to stop payment on credit card - the company should have been accountable for their actions and not have forced me to contact bbb and stop payment  

  I have been attempting to get response from this company since end of January  not only did they not communicate but ***** was extremely rude when I called for updates  
  

  As I noted previously, Yelp has 29 reviews for Campbell Appliance snd everyone is 1 star for the exact same reasons I experienced - lack of repair, kept deposit, rude and no responsive customer services, etc  

  how can bbb recommend Campbell Appliance with this track record?  I also posted review on Campbell website; however, it could not be posted until reviewed  Im sure it will never be seen on their website reviews since it was not positive  

  thoughts?

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

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The first transaction occurred on 2/28/23. My husband contacted Campbell to fix the water maker in our refrigerator. A gentleman came out said he knew what was wrong and ordered a part to fix it because it was leaking. A week later two different men came out replaced the part and it was still leaking when they left. Charged us $355.06 and we have never gotten a statement of any kind. Called again they came back out ordered a new part. They came out yesterday 3/15/23 and installed that part and still leaking. My husband called this morning and left a message that not working and we want a refund. Also filed a dispute with our credit card company to cancel the charge. When my husband called left a message and he got the run around. Want a refund. I lleft a review earlier. ** ***********************

  

  Business Response

  Date: 03/17/2023

  ********************,

  We apologize you are having issues with your fridge dispenser still leaking. *********** is under warranty and we have you scheduled for March 22, 2023. We are not able to process a refund as service has been completed. *********** has a 30 day warranty so you will not be charged for another service fee nor will you be charged any labor fees. If the part we installed is faulty we will replace it under warranty at no charge.

  Customer Answer

  Date: 03/31/2023

  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.
  
  Regards,
  
  ** ***********************