ComplaintsforProduct Protection Plus, Inc
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Complaint Details
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Initial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a refrigerator from Appliance Factory Outlet in Ft *******, **. We bought an extended warranty through Product Protection Plus (PPP) and Brandsource. Brandsource handles repairs while PPP handles any warranty processes. The ice maker in the refrigrator stopped working and has been repaired 5 times already. We have tried to contact PPP using the number ************** and via email to see about a warranty replacement for a seemingly faulty product, but no one ever answers and no one gets back to us. Product Protection Plus is a total scam, and now we have a refrigerator that doesn't work as it should. Here are more unfavorable reviews citing the same lack of communcation from PPP... ********************************************************************************Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company supports appliance factory with product support and warranty.This company refuses to work on my equipment that I purchased through them.Initial Complaint
03/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On our bosch refrigerator the refrigeration side does not get cold. A technician came out about march 15th and found we needed a part replaced and ordered the part. After about a week and a half of calling for updates I finally received and email stating that the part is on back order with no release date from the manufacturer and they said the unit is still serviceable and won't replace it even though the refrigerator side does not get cold.Initial Complaint
12/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
I bought a washer and dryer from appliance factory in December of 2019. All appliances are still under warranty. My dryer has multiple issues. I had a tech come out and diagnose the machine. Product protection plus denied my claim. I had to call to find out why. When I called the lady that answered the phone already had a bad attitude. I asked why it was denied. She stated because it is normal wear and tear.. Which it is not. Expectably for a 4 year old machine. This dryer has had multiple services with the same complaints since I bought it. So now they are claiming its normal. The lady was very rude. I asked to speak to a supervisor or manager. She told me she was the only person who works for the company. And she own and operates the company for all of ******** and two other states. I asked for an E-mail stating what was wrong and reason for denying the claim. She stated she would not do that. I said so you are refusing to send me an email. She stated no I'm not refusing. I just don't have to. So I am not going to. She argued about everything. I cant imagine this company would be owned and operated by a single person. This was THE WORST CUSTOMER SERVICE I HAVE EVER HAD. I mean this literally!! I would like for brand source and appliance factory to know. Who they are actually doing business with and why people are going to stop buying from them.Business response
12/18/2023
Hi BBB Team,
We appreciate you bringing this complaint to our attention.
Rest assured that this will be reviewed.
Thank you.
Customer response
12/18/2023
Complaint: 21004348
I am rejecting this response because: I appreciate this being looked into. But I am still at a current loss. With no way of getting any information or resolve. At this time.thank you for looking into this
Sincerely,
***************************Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Within a year of the time that I purchased a ** refrigerator from Appliance factory mattress kingdom on *************** in ******, ********, the refrigerator started leaking and stopped cooling. We had a warranty plus an extended warranty. I called and arranged for them to come out to the house. This was the first week of September 2023. Since then, I have had them come out at least four times and each time they have replaced a major part, it always takes at least two weeks for them to schedule because they always have to order parts, etc. Yesterday, November 30, 2023, was the most recent visit where they replaced yet another major part. 24 hours later, it is still not cooling. I have tried to contact the warranty company, I have left messages and they have not returned my call. *** contacted the presidents hot line at an Appliance factory to speak with somebody of authority and to voice, a complaint, and again they have not returned my phone call. When I called the number that I call when I need to schedule them to come out again because the refrigerator wasnt working, they basically told me they could send a technician out again. When I told them that I was not interested in that anymore, and I needed somebody with more authority to give me a call, they informed me to call the warranty company. I have been without a refrigerator for 1/4 of a year Three months! I have had to cancel Thanksgiving dinner because I didnt have a refrigerator, it is now getting close to Christmas and I dont have a refrigerator. I dont know what to do next. Nobody returns my call and I have a refrigerator that I paid almost $3000 for that does not work. I also paid $249 for the extended warranty. I have also asked the technician for an invoice every time they have come. And what they have told me is that they do not get an invoice and that I need to contact the scheduling department. I did, I requested an invoice, and as of this date have received absolutely nothing.Business response
12/08/2023
Hi BBB Team,
Thank you so much for bringing this to our attention.
Rest assured that this complaint will be reviewed.
Initial Complaint
11/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a warranty on a GE washer , they are not honoring it even though it is still in warrantyBusiness response
11/03/2023
BBB Team,
Thank you for bringing this to our attention.
Rest assured that this will be reviewed.
Thank you
Initial Complaint
10/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My fridge has been out 2 month we have had 3 people come see us. Its still under warranty. The lady on the phone was I promise the worst I mean worst person to talk too. They tried to say we had a power outlet problem. Nope electrician came out its fine, Replaced 2 parts then said we need to go back to Kitchen Aide. They punted I could not talk to this lady my wife could not talk to her. This is a true scam. You all need to close these folks down. 2 Babies and no fridge.Business response
10/26/2023
Hi BBB Team,
Thank you for bringing this to our attention. We will review this complaint and action accordingly.
Thank you.
Customer response
11/02/2023
The warranty company is a scam. They provided the service provider the wrong email and also wrong phone number. The company came out and we had to pay for parts and labor. So you know the guy worked on the fridge also said its a scam company.Initial Complaint
10/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchase a refrigerator almost for years ago from appliance factory outlet since purchasing at the item has been out of commission and broken more than it has been in use their company that they use is product protection plus the person on the other end of the phone is incredibly rude at this point the company is pretty much done everything to safeguard themselves deny any more repairs to be done even though the warranty plan is valid until March of **** for the last 9 months of fridge has been under constant repair with going without being used for 30 to ************************************************************************************************************************** an entirely new refrigerator worth the price of the item or of my purchase price however denying to do any more repairs safeguards them from having to do so again I have a warranty valid until March of **** and they refusing to do any current repairs on the item that is broken again as it has been3 years agoInitial Complaint
10/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Since august 10,2023 the extended warranty we took out on our washer we now needed to use due to the washer needed urgent repair Ill make this brief here it is October 6, 2023 and after five visits our washer is still not useable. ********** patient however I have a disabled daughter who needs items washed every other day I have made sacrifices over the past two months with continual visits to a Laundry mat, which return leaves her without supervision. According to the stipulations in the warranty terms after 3 visits of unsuccessful repairs a request to replace the washer can be requested, and without a washer our disabled daughter is in need daily of clean items. They leave me no choice but to seek resolution quickly and fairly. Please express on our behalf not only our patience but our pleas to replace the washer if apparently is not repairable We would deeply appreciate a prompt ResolutionBusiness response
10/18/2023
Hi BBB Team,
Thank you for bringing this to our attention. This will be reviewed.
Thank you.
Customer response
10/18/2023
Complaint: 20705323
I am rejecting this response because:
It is still unresolved and we are still without washer its been 2months which is a generous amount of time for this to be resolved or replaced. Very disappointed is an understatement-like Ive states with a disabled daughter that which requires daily usage of our washer for two months a ****** mat has been our only resolve
Sincerely,
*************************Customer response
10/18/2023
Just called the company( honestly I believe they should be calling me to update me ) to check the status on the washer repair or replacement. After a brief conversation which was extremely unpleasant and her expressing that our usage of contacting BBB WAS NOT WHAT BBB is there for ( which explains the * rating they currently have ) at which point my husband disagreed with her assessment regarding BBB at which the response was: LETS SEE HOW YOUR CLAIM GOES NOW. Can be considered a bit threatening to say the least. To clarify this has been over two months of waiting, I consider that very patient, considering our home situation regarding our daughters needs. We dont appreciate now because we CONTACTED BBB and our disagree with her take on contacting BBB now being told lets see how your claim goes now as if you will our punishment for contacting BBB - I will also contact the district attorneys office at this point and file a report with them as well just to get this issue finally resolvedCustomer response
10/18/2023
Actually I find the threat of her stating: lets see how your claim goes now extremely disturbing and extremely unprofessional. I had my phone on speaker as my wife was present during this phone after I was hung up on, we both stood in disbelief with the statement lets see how your claim goes now.
what exactly does that mean? Are we punished for contacting BBB which is our right as a dissatisfied consumer? Does the mean NOW the claim will be tossed aside with no resolution??extremely unprofessional and considered a bit threatening as well. Now we will also include contacting the district attorneys office as well. This could of been all avoided if they simply would of handled our case in a professional manner with positive results
Customer response
10/27/2023
Still without a washer repair or replacement now entering in on three months. They refuse to make this right according to the stipulations of the warranty a repair or replacement must be honored
***********************;
Business response
10/30/2023
Hi BBB Team,
We apologize for the delay. This case was re-escalated and is under review.
Thank you.
Customer response
11/07/2023
Still have a washer which isnt repaired or replaced the company has not provided a fully repaired functional washer or a replacement its been. Over three months now without a washer waiting for either a repair or a replacementInitial Complaint
08/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Joke of a company, will do everything possible to not take care of the issue. Its been over 3 months now and my refrigerator still isnt working. The lady has argued with me about the fact that its running or not running. Tried to say my electric in my house is bad. Literally done everything they can not to take care of the issue. Still without a refrigerator after 3 months and now I cant get anyone to call or email me back.. SCAM!Business response
08/29/2023
Hi BBB Team,
Thank you for bringing this to our attention.
We are currently reviewing this complaint.
Thank you
Customer response
09/06/2023
Still not yet resolved
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Customer Complaints Summary
24 total complaints in the last 3 years.
5 complaints closed in the last 12 months.