Complaints

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

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  Thompson Appliance Service

  4604 144th St E # A Tacoma, WA 98446-4136

• 

  Thompson Appliance Service

  PO Box 45427 Tacoma, WA 98448-5427

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:03/16/2023

  Type:Product 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.

  This company was recommended by the store that I bought my range from. The work needed included cutting the existing granite counter top to fit, installing the electrical (old range being replaced was hard-wired, needed an outlet for new one) and attaching the updraft duct and blower. In summary, they did a good job with the counter, looks great. They botched the installation of the electrical outlet and never completed connecting the updraft. I had to pay for the electrical issue to be diagnosed (Thompson did someone after to actually fix this). The completion of the install was done by the service tech sent by the manufacturer. To date, I have not been billed for that, but would not be surprised if I am. I would like to be refunded $129.00, the amount I spent to determine that the electrical was not done correctly. I have attached the Appliance Hospital (sent by manufacturer) that shows the issue found and the amount I paid.

  Business Response

  Date: 03/17/2023

  The issue was not installation related. When we sent our tech out the 2nd time, he took a picture of a s**** that was going through the unit from the manufacturer, it was not one from installation and we sent that to Jennair and they had appliance hospital out to fix it.

• Initial Complaint

  Date:11/21/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Thompson appliance performed damaging work to drywall and cabinetry without authorization, automatically billed a credit card for work not completed, demanded an extra trip charge to complete that work, failed to notify us of problems with the cabinet until all work was complete rather than before installing the appliances in question. All of these actions seemed to be designed to collect extra trip charges.

  Business Response

  Date: 11/22/2022

  Hello, 

   

  We have reviewed multiple time with this customer about this kitchen not being up to the manufacturer specifications. For all 3 times we have been onsite, his mother (the homeowner) has been onsite and we have reviewed all modifications with her that were necessary to get the installation completed to which she approved. For any invoices that were charged, they have all been sent to ************************* and he has called in three separate times with different card numbers. Nothing has been charged against his knowledge as we have gotten approval after sending the invoice to him after every trip. Initially when we set up the job, I did let him know because of his area that there would be a trip charge for EACH trip we make out there. Off the bat, his wall oven was backordered so that was already going to be another trip charge that he was informed about multiple times. I have also submitted attachments from an email chain that he was notified of all of this information. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18446304
  
  I am rejecting this response because:

  - The merchant charged the card/attempted to charge the card multiple times prior to seeking invoicing approval.  I have email documenting this, including "Invoice Email 1" and "Invoice Email 2" where I had to ask for invoices to be sent, or the merchant states the card was decline then sends the invoice.

   

  - The merchant collected fees for the refrigerator install and failed to inform me the job was incomplete.  When pressed on this, they stated "you were going to have us back to install the oven, anyway, so what does it matter".  Collecting fees and failing to inform me the job was incomplete constitutes fraud.

   

  - The merchant demanded an extra trip to test the range, stating "Extra Trip 1" they couldn't test the range.  While there was only a junction box and no plug, the merchant is certified to do electrical work and could have used an extension cord to test, yet they wanted to collect an extra trip charge.

   

  - The merchant waited until late October (10/24) to inform me of the issues with the cabinets not being to manufacture specifications (Late Notice of MFG specs 1), despite doing the install on 9/15 (I am unable to attach that invoice due to the four file maximum).  The invoice for the install on 9/15 was sent on 9/27 demonstrating this merchant's lack of interest in invoicing before billing.  I didn't get an explanation of the issues until I pressured the merchant for an explanation.

   

  - The merchant states modifications on the last visit were approved by the homeowner.  I greeted the installers on 10/20 when they arrived then went to run errands.  My mom was out at a doctors appointment and didn't return until they were wrapping up.  At no point did they attempt to contact myself or my mother to approve their modifications to drywall or electrical.  We have phone call logs which will prove this.  Our ********* who was onsite can also confirm neither me nor my mom was onsite. 

   

  - The merchant continues to refer to the "homeowner" - my 81 year old mother.  I am a joint owner of the property.  The merchant's contract was with me.  I paid the merchant each time using my credit card.  The merchant had my contact info and made no effort to inform me of the issues with the cabinets or the need to make unapproved and unwanted modifications to drywall or electrical.

  
  
  Sincerely,
  
  *************************