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Business Profile

Major Appliance Services

Main Appliance Service, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Services.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2024

    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.
    Our clothes washer stopped working. We contacts the company to come out to take a look at it and repair. After a week and a half, we were told it needed a motor and rotor. A week later they came out, replaced the motor but realized at that time the rotor was damaged. Then we were told we may also need a new circuit board but we wont know for sure until the rotor it put in. After they left, we noticed the pedestal our washer sits on was dented in from the repair men. When I called to address it, I was told there was no proof of that. It was clear how the damage occurred. (Pushed up against the tray it sits on.) They said they would credit the bill. I asked for replacement of the pedestal. Upon return the following week with the new rotor, they tried to replace the pedestal but were missing the hardware. The service *** said they were not going all the way out to pick up hardware. We told them to just take it back and we would take a credit on the bill. That night after the washing machine was fixed, we started running a load and it shifted. We noticed the feet on the pedestal were not screwed in properly and were at a 45 degree angle under the weight of the washer and pedestal. We contacted the service *** and asked that he come back out that evening, as it was after hours, so we could have that fixed to be able to safely use the washer.I left a message for the manager/owner (****) to cal me back on Monday and did not receive a call. I contacted him the following Thursday to make sure we were being credited $279 for the pedestal they damaged vs $220 for the one they were trying to replace it with, and could not get a word in. The owner kept interrupting me when I was asking questions and then became irate with me. He started yelling and screaming at me, told me not to call him anymore that I was costing him money and that they didnt even cause the damage, and started swearing at me. I disconnected the call at that point.

    Business Response

    Date: 10/04/2024

    Customer called stating she noticed damage on the side of her laundry pedistal that was moved forward during diagnosis of her washer.  2 technicians were on site and found the washer in a drip tray that was too small for the washer, they lifted it and moved it forward to allow access behind the machine.  1 technician states he saw the damage there prior but did not say anything.  Rather than dispute the damage, the customer was offered that we would replace the pedestal at no cost.  The customer agreed.  We reached out to a third party retailer, spoke with a store manager who stated they had the pedestal in stock.  Since we were picking the pedestal up vs paying for delivery and setup from the store, the store sold us the pedestal for a total of 250.04$ with tax.  This is from a 3rd party retailer that sells appliances, that we have no affiliation with.  We picked up the new pedestal from the store and brought it to the customers home to install when we brought parts out to complete the repair of the washer.  When we opened the box, the mounting hardware was missing.  We called the store, the store found another pedestal in their stock, offered to set aside the hardware and we could go drive and pick it up.  The customer then changed their mind, we told them what the credit would be and said they would be ok just getting a credit on their bill for the pedestal and would be ok with the old one being put back in place.  At the time, the customer received a bill credit of 222$, which they agreed to (which is the ammount they were told in person) and paid the balance of the repair invoice for their washing machine. We reinstalled their old pedestal and according to the customer's statement on the most recent phone call, the dent on their original pedestal was able to be pushed back out.  After the customer paid their ********************** invoice, we were notified the store issued us a refund of 250.04$ and in turn a second credit card refund of ***** was processed to the customers card ending in 7880 to make up the difference.   The customer has since been calling wanting more refunded and has been informed that she has been made whole, she was offered and agreed to a new pedestal, then changed her mind. We refunded back what a new pedestal costs from the store, if she would like to purchase a new pedestal, one can be purchased from Grand Appliance in ***********, and the store manager ***** will honor the price for her.  Just because ********** sells it for more doesn't change that the pedestal can be purchased from another local retailer for less.

    Customer Answer

    Date: 10/06/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and although the information the business provided is inaccurate, I find that this resolution is satisfactory to me. 
    I have had contact with the vendor of the pedestal and they are also filing a complaint on this company and urged me to contact ******* to report him. The vendor for the pedestal stated they have had multiple issues with the owner of Main Appliance and do agree with business ethics. They have also dealt with his demeaning behavior and do not wish to do further business with him. 
    Main Appliance also stated to me that the repair guy saw the damage but wasnt sure when it happened and we were also told that they were not going to drive all the way to pick up the hardware and were looking for ways to rig it together for us. This was the determining factor of returning the pedestal and just taking the credit which is what they initially offered to us.

    Regards,

    ******* ********
  • Initial Complaint

    Date:08/14/2024

    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.
    On 8/6/24 the provider was at my home to do a repair to my washing machine. They were contracted by a warranty provider.I only had these guys out to fix my washer because I made the mistake of buying the extended warranty on my washer and dryer. I would never hire them otherwise.Did they fix my washing machine? Yes, however it took 2 weeks from when the issue arose. To be fair, that is not their fault because they are stacked and if they were not they could have had someone out sooner.They came and were nice. They took down the dryer and replaced a part in the washer. They started to test run it and it showed an error. They restarted it, packed up and left. They didn't stay for the re-test, they just left. I called the company back and they sent them back the next day because it came up with more error codes. They sent them back the next day and they fixed it again. They didn't even test it this time, they just left. Fortunately it was fixed.Now my washer is no longer level and it walks every time I run it. I guess I need to deal with that on my own.What you read is my ****** review of the business.They called me and as I tried to talk to the lady she kept interrupting. I told her "you will wait until I'm finished". We disagreed and she hung up on **** wish to be contacted by the owner/manager of the business, not the lady. I want the washer leveled, I'm no longer willing to do it myself. But, I want a different tech.

    Business Response

    Date: 08/14/2024

    We reached out to the home owner twice, to go out to level his washer.  Mind you he did not even attempt to call us, we initiated the call based on an internet review he left after ZERO communication from him.  He accuses us of not testing his machine, maybe he forgot that he told both our technicians that he had an "important" business call to make and did not want to be disturbed under any circumstances.  The techs left after the repair and testing the machine.  We have a recorded diagnostic test through GE SmartHQ diag app showing the machine was tested.  The issue he had, when the guys restacked it, they bumped the water valve off so the machine didnt fill.  We went back the next day and turned the water on.    The customer made no effort to remedy his issue by calling us, he resorted to going online to leave reviews.  We saw this and made an attempt to reach him.  When we called, both times he was yelling and screaming, on a recorded phone call, to stop talking, be quiet and as this is NOT appropriate way to talk to another person, especially over something so ***** as leveling a washing machine, the first time we asked him not to speak to us like this and he hung up on us.  The second call was made by the owner, the call lasted 9 seconds and the customer immediately began in on his tirade of telling people to be quiet not speak.  The customer ended the call when the owner told him its not acceptable to act this way.  I dont know what right this person thinks they have to talk to people with such lack of self control and beligerance but we are NOT going to provide any service for him and he has no right to speak to anyone as poorly as he did.  He's more than welcome to call his warranty company and we can share the recordings of the call of him acting the way he did and he can explain his actions but no one has the right to act like he did and expect us to send someone into his home.  For the SAFETY of our employees, due to his inability to control his words, his tempter and his actions, he is being blacklisted and we will never provide service for him ever again.  

    Customer Answer

    Date: 08/14/2024

    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 disagree with the business owner.

    The business called me and I returned their call because they were unhappy that I left them a poor online review. Ive since decided to delete the review because I decided it was a higher road.

    The lady on the phone kept talking over me and wouldnt stop doing it and I told her she needed to stop talking so I could finish what I was telling her. She hung up on me. As she was hanging up, I told her to have the supervisor call me.

    That guy called me and he had an attitude right from the start. I was trying to tell him to stop talking because I wanted to tell him I didnt feel comfortable talking to him since I had filed a complaint with the Better Business Bureau. He would not even let me say that. He just started yelling so I hung up.

    I am glad to know Im not able to do business with them any longer. If it wasnt for those warranties, I wouldnt have to begin with. Ill just never buy one of those warranty plans and Ill deal with the people Id rather deal with. I never wanted to work with this company to begin with.


    Regards,

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

  • Initial Complaint

    Date:05/23/2023

    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.
    Dates: December, 2022 - March 2023 Cost total $306.48 (Main Appliance) plus $174.08 *********** ********* 1) Main Appliance was committed to install a dishwasher Dispute: The installation was unsuccessful / incompetent attempted by untrained Main Appliance staff.Main Appliance has not tried to solve the problem, blaiming it on me.(see document upload)

    Business Response

    Date: 05/23/2023

    We were hired to remove and replace a dishwasher supplied by the homeowner.  When the dishwasher was installed it was found the unit would not power up and the homeowners kitchen electrical did not supply power to the unit, Bosch sells an optional power cord which the homeowner did not purchase nor provide to us when we arrived to install the dishwasher.  We provided that optional power cord, plugging the dishwasher in under the sink temporarily and suggested the homeowner call an electrician to determine the fault with their household electrical.  Whenever we find an electrical issue in a home it can be a potential safety or fire hazard and we notify the homeowner.  We are not electricians nor do we troubleshoot electrical issues within a home. This is outside the scope of what any appliance repair company would do and is the responsibility of a licensed electrician.  When the customer called demanding we pay her electrician bill we requested the electrician to call us to explain why the issue was our error and she refused to do that.  The invoice provided is incredibly vague.  Based on sending 2 technicians to the home who both stated the issue was with the home, I do not feel we should pay a bill to remedy issues with this homes electrical.  We provided the service we were hired to do. 

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