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:08/11/2023

  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.

   
  Complaint: 20457642
  
  I am rejecting this response because:

  You had several days to notify me you couldn't or wouldn't come or to reschedule. You could have called me Tuesday or Wednesday to tell me you needed to reschedule, since the appointment was set on Monday; you say you always have to reschedule jobs from warranty companies, but you failed to do so in my case.  I'm sorry for your loss; I have been in your situation, and when my father died, I contacted all my appointments to reschedule before I left town.   The warranty company told me you did not come because other repair companies had already attempted and failed to fix the problem. Perhaps they are lying.  I'm still out a day's pay because you failed to notify me, in advance, of the need to reschedule.  

  Perhaps your company is simply too small to accept warranty referrals from the "big corporations".  You certainly would have avoided this complaint if you recognized this.

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

  Business Response

  Date: 08/25/2023

  Greetings Consumer & BBB,
  
  We are responding in regards to a complaint of missing a service appointment.  Unfortunately, the day of the appointment Aug 11th and the day prior Aug 10th, I, the only office personnel, was attending the services for a recently deceased family member.  That is why I was unable to answer any calls or return voicemails.
  
  We think its worth mentioning when manufacturers/Warranty Companies setup service they do not consider our current schedule. We end up having to reschedule all of them. We are a small company of 2. 
  
  We try in every regard to get to everyone as best we can but it is very difficult without any cooperation from the big corporations.  
  
  We sincerely apologize for all inconveniences. 

• Initial Complaint

  Date:05/04/2023

  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.

   
  Complaint: 20019292
  
  I am rejecting this response because: I paid for a service that they didn't fix. Revive thought it was the ice maker, but that was not the issue, it was the cut wires. They charged ** for a service and part that was never the issue. We did also contact Whirlpool and I escalated the issue to senior management but they said they will not replace the door due to the cut wires because we are out of warranty.

  If Revive does not want to credit ** part of the amount, our only option is to leave a negative review on their ****** page (which I made it clear to them I don't want to do).

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

  Business Response

  Date: 05/17/2023

  We received a request for service on a refrigerator that wasnt making ice. The customer stated that a different service company came out and was unable to complete the repair but had already replaced the icemaker. We dispatched a service technician on Oct 5th, 2022. The technician determined that the repair was likely a valve but it could be the icemaker assembly previously installed was faulty. In an attempt to save the customer some money we first ordered the valve.  We returned on Oct 14th,2022 to install the valve. At that point it was determined the next possible step was to replace the previously installed (different service company) icemaker as it may be defective. The customer did not accept the ********************** right way. We did not hear back from them until Dec 28th, 2022 on which they asked us to order the icemaker, so we did.  The customer was incorrect on the day we returned to install the icemaker as can be seen on the invoice they provided, at the bottom where the signatures are. We returned on January 13th, 2023 to install the icemaker. We informed the customer to allow 24 hours for full ice production. A few weeks later the customer reached out to inform us there was still no ice production so we setup another appointment for Feb 6th, 2023 to inspect the refrigerator. At that time, we determined that the unit must have a design flaw in the manufacturing in which over time opening and closing the door can cut the wires in the freezer door. This is uncommon but is a known issue to the manufacturer.  We told the customer they should contact the manufacturer to request a concession for a new door. We understand the customers frustration but we handled the repair as any other servicer would. We started with a part (the one that wasnt recently replaced) unfortunately it didnt work. The customer agreed to continue the ********************** so we tried the next logical part, sadly to find that there was another issue that would require an expensive door. Sometimes in the repair world this is how it goes. Ultimately,we believe at that point the manufacturer should have stepped up to provide the concession and we cant know how diligent the customer worked to get that concession. We dont believe there was a misdiagnosis as the customer states. As for the refund mentioned, we never explicitly told the customer we would be issuing any refund, only that we would discuss it internally. Weve determined no refund will be issued. In the end we are sympathetic for the customer but do believe we did our due diligence to repair the issue. We would again urge the customer to work with the manufacturer to receive a concession for a new door. Thank you for your time.