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:09/09/2024

  Type:Billing 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******and the office staff admitted that they do not employ technicians qualified to handle sealed system leaks and suggested I contact the manufacturer directly. No quote was ever provided for any repair, and I was not given the option to accept or decline a repair.
  
  A Action Appliance Repair advertises full-service appliance repair, and I provided all requested information before the service appointment. However, they did not disclose ahead of time that there were services they could not perform, yet they still charged the service fee despite this lack of disclosure.
  
  Given these circumstances, I believe the service fee charged by A Action Appliance Repair is unjustified and constitutes a misrepresentation of their services. I request that the BBB investigate this matter to prevent other consumers from experiencing similar issues. Additionally I would like a full refund from A Action Appliance for the service fee of $204.23, less a $50 credit that is pending on my credit card.

  

  Business Response

  Date: 09/12/2024

  Here’s a response that acknowledges the issue, provides an apology, and outlines corrective actions while addressing the BBB complaint:
  
  ---
  
  Dear *****,
  
  We sincerely apologize for the inconvenience and frustration you experienced with our service regarding your refrigerator repair. After reviewing your case, including the technician's feedback and phone conversations with our customer service representatives, we acknowledge that our communication about the services we provide fell short. 
  
  You are correct that during your service call, we incorrectly informed you that we do not perform sealed system repairs in your area. This was a miscommunication, as we do indeed handle such repairs. Unfortunately, our staff was not up-to-date with the correct information, which led to confusion and disappointment. For this, we deeply regret the oversight.
  
  We want to make this right. We will be issuing a full refund all monies collected and have that refund processed this week.. We have also updated our internal processes, including adjusting our scripts and training our staff to ensure that all representatives are informed about the services we offer. These changes are intended to prevent similar situations from occurring in the future.
  
  While we regret that we were not part of the solution to repair your refrigerator, we are relieved that you were able to get the issue resolved by another company. Once again, we are very sorry for the confusion and frustration this has caused. We will expedite the refund and ensure it is processed this week.
  
  Thank you for bringing this to our attention, and we appreciate your understanding as we work to improve our communication and service.
  
  Sincerely,  
  Doug S*****

  General Manager
  A Action Appliance Repair
  
  ---
  
  If you need any adjustments or have specific preferences for how this is communicated, feel free to let me know!

• Initial Complaint

  Date:12/04/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: breach of implied warranty.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 12/18/2023

  We appreciate the opportunity to address your concerns regarding your recent experience with our company. We take all customer feedback seriously, and we would like to provide you with a comprehensive understanding of our perspective and limitations as a seller of various appliance brands.
  
  It is important to emphasize that we operate as a retailer offering a wide range of appliance brands, each with its own distinct set of service and warranty policies. In this specific case, we understand that you have encountered difficulties due to the manufacturer of your appliance not having an authorized service provider in your area, and we regret that we do not receive reimbursement for servicing their products while under warranty.
  
  We genuinely sympathize with your situation and acknowledge that dealing with an appliance malfunction within the first year can be both inconvenient and frustrating. Due to this unfortunate experience and now knowing this particular brand does not have representation in this area while under warranty, we have made efforts to address this by informing our customers of potential challenges associated with this company, and we appreciate your patience and understanding in this matter. Nevertheless, it is crucial to note that the core issue lies between you, as the customer, and the manufacturer.
  
  Our commitment to customer satisfaction is unwavering, and we value your business immensely. Please know that our customer service team is always available to assist you to the best of our abilities within the constraints of the manufacturer's policies. 
  

  

  Business Response

  Date: 12/20/2023

  In an effort to assist the customer in their current situation, we reached out to a vendor who might be able to dispatch an authorized servicer from the manufacturer. We were recently informed by both the customer and the vendor that the customer has been approved for an exchange of the product. While I may not have all the facts completely, it appears that the customer is requesting a refund for the product from us, as they may be receiving a new unit.
  
  The situation is straightforward since the product warranty is valid for one year from the purchase date, and the customer is required to use an authorized servicer for any unit repairs. We are not authorized ourselves, and technically speaking, our involvement would void the warranty as a non-authorized servicer. We are pleased to learn that there is a resolution on the horizon for the customer, and we understand the frustration that comes with being a consumer in such a situation.
  
  It is disheartening for us to receive negative online reviews and be mentioned here on the BBB, as we work diligently each day to improve our customers' experiences and strive to go above and beyond whenever possible.

• Initial Complaint

  Date:11/16/2023

  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.

  The technician didn't diagnose anything. He didn't even remove the dishwasher or disassemble it to check anything. He stated it was the main control board. I explained that I had replaced it with a known working board. I'm in the electronics business and know how to diagnose board issues. The dishwasher would start to cycle, add water, then the lights on the panel would randomly flash, get dim and die out.He said it was the board, cost was $450. Again, I explained that I had replaced it and the machine was doing the exact same thing. The charge should be refunded.

  

  Business Response

  Date: 11/21/2023

  We wanted to express our sincere apologies for the inconvenience you've experienced with your dishwasher, and we appreciate your time and trust in contacting us for service.
  We understand that during our recent service visit, you decided not to proceed with the repair of your dishwasher. While we respect your decision, we would like to clarify the implications of not moving forward with the repair in relation to our diagnosis.
  Our technician strives for accuracy in diagnosing appliance issues, and we are confident in their expertise. However, without proceeding with the repair, it becomes challenging for us to fully validate the diagnosis. We want to emphasize that our commitment to our customers includes a 100% guarantee of our work. This means that if we misdiagnose the unit, you are entitled to a refund of the repair rate. Furthermore, any labor, parts, or additional visits related to the initial diagnosis will be provided at no cost to you.
  We genuinely want to ensure that you receive the best service and that your dishwasher operates at its optimal level. If you have any concerns about our diagnosis or would like to reconsider moving forward with the repair, please do not hesitate to reach out to us. Our team is here to assist you in any way we can, and we are more than willing to work with you to resolve the issue to your satisfaction.
  Thank you for choosing us as your appliance service provider. We look forward to the opportunity to assist you further and deliver the quality service that you deserve. - Doug S****** General Manager

• Initial Complaint

  Date:07/05/2023

  Type:Billing 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ************he 163.73$. The only reason I had them come out was because they advertise on their website “free service charge with repair.” Not only did the technician charge me 163.73$ for just coming out, he recommended getting a new machine. Also, a new belt costs 9.99$ for my washer machine model and they are quoting me 179.95$ for parts and labor which is extortion. I have called the company to try and rectify the issue and they are not willing to assist.

  

  Business Response

  Date: 07/20/2023

  Thank you for bringing your concerns to our attention. We greatly appreciate the opportunity to address this matter and have a productive conversation with our valued customer. Upon receiving word of the dissatisfaction, we promptly reached out to the customer to discuss the issue at hand.
  After thoroughly examining the service ticket, it became evident that we had not clearly outlined the estimate on the invoice. We acknowledge that this was a failure on our part to adhere to our protocols for documenting estimates accurately. Recognizing our mistake, we took full responsibility and decided to refund the service charge to the customer.
  During our conversation, we took the time to explain the charges to the customer, ensuring they understood the breakdown of costs. We understand that a poorly written invoice can lead customers to assume the worst about our services, and we deeply regret any confusion or inconvenience caused.
  We are sincerely grateful for the opportunity to engage in an open dialogue with the customer, as it allowed us to rectify the situation and make amends. We take great pride in providing exceptional customer service, and this incident serves as a valuable reminder to consistently maintain clear communication and accurate documentation.
  Once again, we would like to express our gratitude for the chance to resolve this matter to the customer's satisfaction. We remain committed to delivering outstanding service and ensuring that our customers have the best possible experience with our company.