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:11/28/2022

  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.

  I have had my second challenge with this company in six months. My dishwasher is leaking and when I called them to come and take a look they said they will not be servicing my appliance based on my previous complaint. The contact, *****, was again rude and short with me and unwilling to assist or refund my extended warranty.My previous complaint filed with the company and inserted in a ****** review.Not customer friendly. Bait and switch on extended warranty plan. Rude customer service.I recently had an interaction with them that was very disappointing. After purchasing the extended warranty on a dishwasher, I had to call in service. The service tech came and was very nice, and fixed our dishwasher. I thought nothing of it until I received a bill in the mail. I was shocked because the extended warranty should have covered the repair. Then I was even more frustrated as they had a line item for "Out of ************ Call" $85? This was never discussed with me on the phone or when the tech was on site. When I called in to discuss, I was told the owner was aware and didn't want to talk to me about the issue. When I tried to get more information the person on the phone was abrupt and dismissive. Not to mention I was told we were using the dishwasher wrong even though we were using it exactly how the initial installer told us to. After a good initial purchase experience, I cannot recommend this company due to their customer service.

  

  Business Response

  Date: 11/29/2022

  The reason we are not able to service this appliance any longer is not due to previous complaints made about our company.  The reason we are not servicing or doing business any longer with this customer is due to the fact that the customer refused to pay for the service was that completed on his dishwasher.  Although the customer had purchased an extended warranty for this dishwasher, the extended warranty only covers mechanical and electronic issues with the appliance that are a fault of the appliance.  The extended warranty company will not cover misuse of the appliance by the customer.  The previous service that was performed on the customers dishwasher was a poor washing complaint.  When the service tech checked the dishwasher he found that there was an extreme build up of food debris in the machines wash arms and wash system.  The customer explained to the service tech that he was putting dishes into the appliance with out clearing the plates of food first.  The customer has told us that he was instructed to do this by one of our installers, but i believe there was a miscommunication in what the installer was telling the customer.  We do not recommend rinsing the dishes before placing them in the dishwasher.  If the customer had read the owners manual it would have been very clearly explained how to use the machine properly.  After our service tech completed cleaning the machine out of food debris he billed the customer for the service and labor performed that was not covered under the purchased extended warranty.  The customer then called and was very rude and threatening.  He complained about the service charge and mentioned the out of town charge.  After discussing the reasoning for the charges and what the warranty covers, we agreed to lower the service to the "in town" service charge to try to help resolve and compromise with the customer.  At that point the customer continued to refuse to pay to pay for the service performed, threatened to report our company and post poor reviews of us on social media and he followed through with those actions.  At that time we wrote the customer off of our books as a bad debt customer and decided we would no longer be doing business with him.  When the customer recently called again for service on the same product, I politely let the customer know that we would no longer be able to help him with servicing his appliances and that he should contact the extended warranty company so that they can dispatch a servicer that can help him.  The customer became very upset and again threatened to post poorly about us on social media and report us to BBB.  I calmly let the customer know that he that he would still have to contact someone else for service and I gave him the phone number to contact the extended warranty company.  There was never any conversation about a possible refund of the extended warranty.  The customer can still use the extended warranty option as long as he contacts the company so they can dispatch a servicer they have contracts with.  At this time the customer has many options available to them to assist them in getting their appliance repaired, but due to the unpaid service charge and bad debt situation we will not be able to assist with the service of this appliance. 

  Customer Answer

  Date: 11/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I purchased the equipment from them because they said they serviced, I am not interested in working with a third party servicing company.

   

  The invoice was a challenge because it was never mentioned before coming to fulfil the warranty work.  I was open to paying a part of it as the additional charges were not discussed when scheduling, or during the appointment.  We have been using the machine as directed by the install tech from Radtke.

  Here was their on-line response admitting their mistake.

  Hi ******, I am sorry you didn't have a good customer service experience today. After reading your message, I see where we went wrong and turned a satisfied customer into a one star reviewer. We should have made you aware of the invoice prior to sending a copy in the mail. We could have responded to questions as to why the issue isn't covered under warranty, prior to upsetting you with an unexpected service call charge. $85 is our current minimum repair charge for out of ********** service calls not covered under warranty. ($75 in **********.) I assure you, we will focus on catching invoices like this and proactively contacting customers prior to sending them out. However, the extended warranty is not a bait and switch and customers that need to use it are typically grateful they avoided a much larger invoice amount. You still have the full value (which is the product purchase price) available in the event you experience a covered mechanical breakdown or electrical issue and need repair or replacement within the remainder of the contract. Please accept our apology for the lack of communication prior to sending you an unexpected invoice.

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