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:07/15/2024

  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.

  My ****************** oven wasn't heating. The broiler worked, but oven wouldn't heat at times. ApplianceProRepairs sent ****. He told me that I wasn't waiting long enough - nothing was wrong I paid $174.98 Nov 17 2023 for home call. As a new widow, I seldom use the oven -baking for 1 doesn't make sense. Jan-Feb the oven started showing the same - sometimes on - sometimes off. In April I called AppliancePros back. A 2nd inspection Fri April 12, 2024, was quoted $710 and asked to pay 1/2 up front but they didn't have the parts in the truck. Two weeks later they returned, but the part was the wrong one. Technicians kept guessing on what was wrong. There were many visits where one thing was replaced then they would order another part. After the 3rd visit and part added, the non-working oven was put back in the wall, door crooked, gas line blocking the lower drawers and scratches to the fridge. I smelled gas and they said they were fixing it. Trying to keep ***** and **** there, I called American Range repair service myself to put them in contact. Both men left saying ****** would call and refund me. I got a contact from American Range and sent a message to Appliance Pro Repairs the phone number, name and hours he could be reached. I heard nothing back. For over 4 weeks I have left messages to have someone please call me. They just refunded $235 but the owners response to my evaluation on ****** says he gave me a full refund. July 15 was promised a call from ******. I was happy when my ****** review finally got a call from Sev / business operational manger on June 20 who said he would get back to me the following week with a day to come and fix the oven. That was the last contact and I have reached out many times. An electrician friend opened the front panel and discovered a loose wire nut and the oven started working!!! but there was a strong gas smell after it was turned off. - 6/15 called for ****** before sending this to you. No call

  Business Response

  Date: 07/27/2024

  This is false. She didnt want to go through with the repair we told her it needed her oven was already broken thats why she called us to go out and diagnose it. Why would you call a repair company if your oven was working fine? After we give her an estimate she decided to call American range and have us talk to American range and they tell us what we should do. She shouldve called American range at beginning and see if they had techs to service her area. When we told her to pay deposit so we can get the parts ordered she later told us that we broke her oven. The oven was already broken. Because we didnt want to deal with it anymore we refund her money back to her all her money. She still called us again and played nice lady. We ignored her because we dont want her service. Then she came to complain on BBB. She needs help. We tried to work with her but she wants something FREE. We dont provide free work. We got bills to pay too. 

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21993422
  
  I am rejecting this response because:

  I got a list of service companies from ******************* but those were not in my service area:

  I called American Range (AppliancePro Repairs was listed and has positive reviews) 

  My oven was broken (lower heating unit)  - the diagnosis by the technicians for how to repair this took a few different visits. 

  The last visit (it was working with the new part (not sure which one) and when they put it back in the cabinet - I was not turning on and there was a strong gas smell.  This is when the technicians said they had to go to another site and it could not be fixed.  This is when I called American Range hoping to pass the phone to ***** so he could directly talk to someone working only with American Range.  They left before American Range called back. 

  They are incorrect to state that I wanted free work.  I still want to pay for a working oven and have a home safe from a slow gas leak.  I am also offended by their characterization of me as an unstable woman - calling back and playing nice.  If anything, I feel "played".  Believing that when I am told that I will get a call back, a technician sent, they will reach out to American Range... etc I took that at face value, the truth.    The last bit of the response says they do not want my business - and they have not truthfully related the repair efforts and my (yes many) attempts to get the job finished. 

  I do not know what to do now -  I had hoped they would call, set a date, check the gas line and collect the remainder of the fee. 

  
  Sincerely, *********************;
  
  *********************