ComplaintsforA-Appliance Xperts Inc.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to diagnosis a issue first to clean coils, did a great job, still didn't work second visit said it was a thermostat control replace it a week later with an off-market product, it was not able to be installed properly, we were told its fine, but you no longer can use the control dial. Third visit still not working told us we needed a new condenser for an additional $1,600.00 and it would be another week.I was willing to pay for the coils being cleaned, but i had another company come and told me the way the control was just hanging there was a hazard.I had asked for a refund of the unnecessary part they installed along with the labor, was told they needed the parts back which i have, then was told the owner refused to refund any part.!

  

  Business response

  08/14/2023

  Last time our tech was at the customer's residence was 7/10/23  tech stated installed new timer and cold control - pictures provided by the customer do not show the timer.

  tech also shows need 24 hour to freeze cup of water and then followup Tuesday next week,   Customer also signed out invoice  - as being satisfactory and acknowledge that equipment has been left in good condition

  the following day the tech spoke to the customer about the compressor ********************** which the customer declined.

  customer than called another company  - they stated the ref was not cooling - incorrect part installed.   First it was not ************************************************************************************************************************************* if the problem was fixed.

  Customer response

  08/15/2023

   
  Complaint: 20389889
  
  I am rejecting this response because:

  As you can clearly see the part they replaced is NOT the same as the one that was original. I have the part they installed and the original box it came in! As far as signing off I am not a repair person if I were I wouldnt have needed to call anyone, we went by what they told us! Lies !!!
  
  Sincerely,
  
  *****************************

  

  Business response

  08/28/2023

  We cannot offer a refund because we are not sure what the other company did or did not do. If one of our technicians left the fridge in the state that the customer claims he did, she did not contact our office with a complaint or concern. She called another company once a quote was given for a compressor replacement. The only time that the customer reached out to our office about any concerns about the state of her appliance was after a quote was given for the repair and she had another company go there. Because of this, we were not allowed to correct any alleged mistakes by **************. We, therefore, cannot offer any refunds for this matter. Much like any warranty offered by any other company: it is void if another party opens the machine.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called A appliance Xperts *** to have dryer fixed because it was not spinning/tumbling. My wife's sister met him at my house and the Tec talked to me on phone and said he fixed one problem with spinning but there was no hot air. I had tried to use it the previous day and there was hot air. after he said it would need parts totaling hundreds of dollars, I said we are not going to fix it and he charged $90 plus a $20 tip. when I got home from work, I found the dryer with the back panel off and parts on top and missing, which rendered any chance of further repair impossible. I find the way he left it highly unprofessional. he should have left the dryer the same way he found it. I would never recommend this company to anyone.

  

  Business response

  08/03/2023

  The $90 charge is for a diagnosis,,   If the appliance fixed at the request of the customer, the service charge is waived.  The customer did not want the ********************** fixed.  There is no refund.  The parts left on appliance was the parts to be replaced.   

  The customer does not want any further contact with us so we are closing this file

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is a joke. They send a rep out that tells you you need a new pump on a 1 year old $1,200 washer. Iv had another company clean my filter (the real problem with my washer) when scheduling I explained I want my filter cleaned nothing else. They send a rep out who says its his last call of the day, complains about having a stacked washer which I agreed to take down myself because its not difficult for even one man to do. They charge $90 to tell me that my pump is bad when last time I used there services they sent a rep who magically was able to tell whats wrong with the washer just from me telling him. I waited 3 weeks and no pump yet and had another rep out from the same company tell me that it was a dirty filter. This companys techs are so lazy and unprofessional. I do not understand how this company stays in business.

  

  Business response

  03/06/2023

  Our phone records shows the customer called a Maytag Washer and it was not draining.  The customer was quoted a $90 service fee for the diagnose.   If the appliance is repaired then the service fee is waived.

   

  We are submitting invoice ****** dated 5/18/22 showing the customer needs a drain pump.    Invoice ****** dated 5/26/22 shows another technician unclogged drain pumps and hoses and cleaned out the dryer exhaust.   Customer was given 1 yr  warranty to get pump.   We show no further contact with the customer,  

   

  We are attaching invoice ****** dated 3/2/23 showing the above and a quote of $360.00 to replace the pump.   The customer reclined the **********************.  

   

  If the washer was 1 year old, customer should have contacted Maytag to see if it was under warranty.   As an appliance repair company we have no way of knowing if it was under warranty or not.   The customer did not tell the office nor the technician it was only 1 year old.

   

  Finally, the customer stated:

  "I waited 3 weeks and no pump yet and had another rep out from the same company and tell me that it was a dirty filter."

   

  please note there have never been a 3 week wait on anything for this customer.

   

  If the customer went to another company this year, please have them submit proof.  

   

  Customer response

  03/07/2023

   
  Complaint: 19527808
  
  I am rejecting this response because:I had another company out and just as I stated that the pump was clogged thats exactly the work performed and what do you know, the problem is resolved. I did wait 3 weeks for the pump that never came and requested someone out but Im sure you are either trying to cover that up or have your information wrong just like the your diagnoses that you offer customers. Your company has 18 complaints in 3 years from better business bureau and a 1.5 star rating online but ok sure you guys did everything right here. Ha. I had the other company out the next day they had it repaired in an hour. I will attach the receipt with scope of work shortly but I have photos here showing my filter was clogged. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/09/2023

  When A-Appliance Xperts orders a part (like a pump) we collect a deposit from the customer.   Please the last technician DID NOT collect a deposit but a service call or diagnose charge of $90.

   

  The pump was not ordered...

   

  Again, ************** went to the residence home on March 2, 2023.   Today is March 9 2023 that is 7 days.   How did the customer wait 3 WEEKS per her complaint>

   

  Please have the customer remit receipt from the other company proving the diagnose was incorrect.

  Customer response

  03/10/2023

   
  Complaint: 19527808
  
  I am rejecting this response because:my first experience with you was when I waited weeks for the part.I mention this because this is why I didnt proceed with ordering the part for this most recent service I am complaining about. This most recent experience no part was ordered you are correct. However because my past experience the diagnosis was wrong and my request to have the filter cleaned was the solution and another company verified that and performed the work. I want a refund for a false diagnosiss the replacement pump would not have fixed the problem and you would be charging me for additional work but I was smart beeping to not trust your company.your company is either a scam or you allow non qualified technicians to do a proper diagnosis 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. Nov 11th a repair person comes to my house to repair a low water intake problem to my dishwasher but left with a blown mother board. I was told a part would be ordered. 2. Nov 18th I call back to be told the part was ordered and could take 1-2 weeks. 3. Nov 28th I call back again to be told they were surprised I hadn't been called and that should not have happened. They tried to contact my repair person, but could not. I was guaranteed a call back before the end of day. That did not happen. 4. Nov 29th I call back again. The person was still surprised no one had contacted me and apologetic and promised a return call. That did not happen. I was very patient until this phone call when I became very short with the process. 5. Nov 30th I call back again. I was told in fact no one ever ordered me any part. There was no part to be ordered and I was out of luck. I emailed the email address listed on website 6. Dec 2 I was finally called and made a repair appt for Dec 6th. 7. Dec 6th no one shows up. I called office to be yelled at by person on phone and be told I was not even on the schedule. This company has displayed incompetency at every turn. I have been ignored and ignored and the company hoped I would just disappear. While I have not paid money to this company, they came into my house, broke my dishwasher and then ghosted me. I want financial compensation. I do not trust a company who has done any of this to repair my machine or again come into my house after being yelled at by their employee on the phone.

  

  Business response

  01/09/2023

  PLEASE HAVE THE CUSTOMER REMIT A COPY OF  YOUR INVOICE FOR REVIEW

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September my dryer door kept going around and bulb is out called this repair service they had to order a part the took over a week to come // was told that he couldn&#**;t fix the stove and would have to refund of $244.00 and only gave $140.00 . He admitted fault. so he only me $104.00 plus a ***** dollar coupon

  

  Business response

  12/15/2022

  check ***** in the amount of $104 has been issued and sent to the custoner.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My refrigerator was serviced by this company. My refrigerator would not come on, so when the service technician came by he said that compressor went bad and you have to replace it. That would cost almost the price of new refrigerator, which is $1350. He charged me $140 just to look at it. This technician was in and out in less than 30 min. I asked him several times to confirm if something else can be wrong with this and he said no. I started looking for new refrigerator by that time I came across anther technician and he replaced different part not even touching Compressor and costed me only $200 with labor. I called and talked to ***** and he said he will refund money, but I didn't receive anything. I need my $140 back.

  

  Business response

  11/23/2022

  CHECK ***** IN THE AMOUNT OF $140 HAS BEEN ISSUED TO THE CUSTOMER

  Customer response

  11/29/2022

   
  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,
  
  ***********************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We tried to do repair during summer break in the school building. "A-appliance Xperts Inc." technician came to look and promises that he can repair the oven. He asked $2000 up front to order the parts and $ **** when work would be completed. After four attempts to fix the oven and two "Appliance Xperts???" tech were trying to do the job done since 08/04/2022 .... WE STILL HAVE BROKEN OVEN. We contacted the manager/owner and asked to return the part to us. Credit card was charged $2000 and we have all rights to keep the part. Our request was denied. He even said that we still own the money for the labor. Too bad. The tech should say " I couldn't do the job" in the beginning. The owner hangs up the phone on me. It should not be like this. We would like this issue to be resolved.Thank you

  

  Business response

  10/18/2022

  A-Appliance Xperts offered to give the customer the parts when the technician was on the premises.   The customer refused.  Now they want the parts.  We are willing to give the customer the parts providing they pay the service call of $240.00

  Customer response

  10/18/2022

  We are rejecting this response In time of service We do not need a part we need appliance to be be fixed. After four attempts our oven is not fixed. We paid $2000 ( receipts is attached). We supposed to have fixed oven already and not offered to pay additional $240 service fee for service that was not provided 
  Complaint: 18181570
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer response

  10/27/2022

   
  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,
  
  *******************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 7, 2022 two technicians from this company came to my house. Neither one of them had a badge or any identification even when I asked. When I scheduled my appointment, I told them my washing machine was making a grinding noise and now wont drain. He told me he cant do anything unless its drained and quoted me almost $300 to drain. I said no. They continued to look over and then there was a large splash of water all over my floor. They manually drained it anyway and it went all over my floor. I had to clean it myself. He said there was a small paper clip that was in my drain. I told them Im not paying for the drain service because I told them no. They were going to leave. I asked them about the grinding noise. He said without looking at it or hearing the noise that I needed a new agitator and asked me if I had a husband. I said excuse me? He said lll show you really quick how to take out the agitator and you can show him because if we do it, its going to be $350. I told them to leave and he still charged me $175 for draining the pump. The receipt is completely misspelled and I feel absolutely ripped off. Customers need to be aware and I have posted all over my social media about this company.

  

  Business response

  09/22/2022

  The customer also entered a complaint on ****** about the experience. 

   

  The customer called ********************************************* because the  washer was not draining.  

   

  The customer stated the technicians did not have a badge or identification.  First, the office calls the customer when the technician is on the way.   Second, the technician arrives in a lettered van with the company name on it.  We do not require the technicians to wear uniforms.

   

  The customer received quotes from the technicians which do not appear on the invoice.   We require the technicians to write out all quotes on the invoice.  

  Quote of $300 to drain on the BBB.  The the ****** complaint shows $200.   $350 to take the agitator out 

  The customer stated she did not want them to do anything or repair the appliance.  Neither one of the technicians heard this comment.

  The technicians asked for towels for the water before the drainage.   Why would she give towels if they were not suppose to do anything?

   

  Customer stated she cleaned the water up?   Is this when they drained the washer or when the technicians were to leave?

   

  Customer stated she paid $175.   According to the invoice the customer submitted the cost was $175 minus coupon of $20 -  the customer paid $155 with check *****.  If she did not want the work done why was a check given?

   

  Finally, customer states the washer is leaking still.   There has been no call to the office - no calls to managers etc.   We would have sent a senior manager to residence to correct the problem.

  Customer response

  09/23/2022

   
  Complaint: 18020310
  
  I am rejecting this response because: The technicians are not being truthful in their response to my complaint. When the gentleman told me the price to drain the washer, I asked them word-for-word so you have to charge me X amount of dollars just to drain it?  His response was yes.  I said no, Im not paying that much just for it to be drained.  The technician didnt have much to say and continued to work and look at the washer s little more.  I was standing outside of the laundry room when I heard the sound of water and the technician say oh no.  The technician has my washing machine tipped in what I assumed was him draining it.   I walk in and the floor is filled with water  I never provided them with towels to drain the washer beforeever!  I grabbed a couch blanket that was nearby to soak up the water.  They never attempted to fix the agitator or even seem like they wanted to.  The one guy never spoke one word and never did any work, so I dont vouch him as credible in this case.  I paid $155 but the invoice was for $175.  I had an online coupon for $20 that they did honor.  I never called to complain about the washing machine leaking afterwards because there was absolutely no way I was letting this company and their technicians come back and  touch my washing machine.  I took the back off the washing machine myself when I noticed it leaking and the hose was not hooked back up properly which was causing the leak.  

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

  

  Business response

  10/03/2022

  A-Appliance Xperts has received the response from the customer.

   

  1.   If the customer declined to have the ***********************************************, why did she let them continue?  Usually, when the customer declines to have it fixed, the technician leaves with the service call of $90.  Thenfollow the customer to the door.   This did not happen.  The customer left the room and left the technicians with the appliance.

   

  2.  The second technician was in training.  How did the customer know if he said anything when she admitted she was not in the room.

   

  3.   Both technicians stated the customer gave them the blanket and bucket to empty the water before the water came out.   Again, why give it to the technicians when she didn't want the work done?

   

  4.  The invoice shows labor of $175 minus the coupon of $20.  

   

  5.  If the customer called and voiced the concerns or complaint, A-Appliance Xperts would send out a senior technician or supervisor 

   

   

  Customer response

  10/03/2022

   
  Complaint: 18020310
  
  I am rejecting this response because:   I told the technicians that I was not paying for them to drain the water when they told me the price.  They continued to look over the washing machine, looked in back, tilted it forward, etc.  I wasnt sure if they were done assessing the washing machine to just make sure there wasnt anything else they could do.  I didnt know they were going to drain it.  The technicians are 100% lying when they said I provided towels beforehand!  Absolutely did not happen! I had a couch blanket that was on the bottom shelf in the laundry room that I grabbed as soon as the water started coming out.  I would not offer my nice couch blanket if it wasnt an emergency. 
  

  I was in the room 90% if the time. So I observed the technician in training. 
  

  I dont know why they assume that I would call this company for anything after this experience and have them come back to my house.  I have never filed a complaint with BBB and I refuse to let this go.  
  

  Also, the technician told me that the sound coming from my washing machine was the agitator, asked me if I had a husband to replace it, showed me how to undo the part and said it wouldnt be worth it to replace the part.  Well, he never even inspected it and it turns out it wasnt the agitator after all!   Another reason why I post about this company weekly on *********  Im honestly appalled. 
  

  and yes, I paid the invoice because I was home alone.  I felt uncomfortable when the tech asked me if I had a husband earlier.  So I paid and knew I was going to dispute it asap based on this experience. 
  
  Sincerely,

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

*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. ↩