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:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 July 20, 2023 a Letz's Appliance serviceman came to our home to repair an issue with our refrigerator. In order to access the back of the refrigerator, the serviceman placed 2 plastic runners on our oak hardwood floor to protect the floor. As he pulled the unit out I asked him to be careful NOT to push the fridge sideways off the protective runners, because a previous repairman pushed it sideways, resulting in scrapes in the floor. Amazingly, the Letz's serviceman shoved the fridge sideways off the protective plastic runners, with the same result of causing additional scrapes in the floor. Immediately, I expressed my displeasure with his apparent disregard for my desire for him to be careful relative to the hardwood floor.
  
  Additionally, while positioned on his knees to access the back of the fridge the serviceman's black-soled shoes made numerous scuff marks on the oak floor which we were unable to remove.
  
  Relative to the actual work on the fridge, the serviceman said he would order the 2 parts needed to make the repair and it would take approximately 2 weeks before he could complete the job. As the serviceman was departing our home, I asked what he plans to do about the floor. He said, "Call your insurance company!"
  
  Subsequently, I called Letz's office and asked how I could file a claim with their insurance company. I was told I needed to talk to the manager, who wasn't available at the time. Then, the serviceman called to tell me he couldn't have scuffed the floor because he wears special shoes, and he didn't damage the floor because it was already scraped. Furthermore, he said he would never return to my house and HUNG UP ON ME.
  
  The following week I called the manager and explained the situation. He refused to accept what I had to say. He refused my invitation to come over and look at the marks on the floor. When I asked if he was calling me a liar, he said, yes, and HUNG UP ON ME.
  
  So, my complaint centers on how poorly I was treated by folks at Letz's Appliances, their refusal to complete the job, to accept responsibility or to work toward a resolution.