ComplaintsforUnique Repair Services

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came and service my ******* refrigerator. Repairs included 60 day warranty. At about 50 days, the refrigerator is experiencing the same problem. Scheduled service. Day of service, they text and said the service tech was sick and can come out for 5 more days. They did not attempt to coordinate immediate service. Ive requested a copy of my receipt and/or invoice for original repairs but they avoid me. They asked for my email which Ive provided NUMEROUS times, only to continue to avoid me.

  

  Business response

  09/03/2024

  Dear **************,
  
  Thank you for taking the time to voice your concerns regarding your experience with our company. We apologize for the inconvenience of the technician calling in sick and having to reschedule the appointment. Unfortunately,right now our technicians are very booked in your area. If service is still needed for the unit, we will be more than happy to schedule something right away for you. It does look like we have sent the invoice to you multiple times.We will again resend this to the email on file and also put a hard copy in the mail for you. 

  Customer response

  09/04/2024

   
  Complaint: 22116955
  
  I am rejecting this response because:

  I wasnt satisfied with original repairs and then when that failed, I tried to get it remedied while the part was still under warranty. Got the run around. Im done with both ******* and Unique Repairs Services. Im out the $700 for the useless repair

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

  

  Business response

  09/06/2024

  **************,

   

  We did try our best to get our technician out in a timely manner to remedy the problems that you continued to have with the unit. Unfortunately this time frame when we could have the tech out did not work with your schedule and you decided to cancel the repair. We hope that you did find a solution to the problems with the refrigerator. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was referred to Unique Repair Services (their Indianapolis Location) for my ******* refrigerator as they are an approved warranty specialist company. I have called 3-4 times over the past month and cannot receive a callback. I've scheduled now 3 APPOINTMENTS and have been rescheduled each time. ******* says this is the only company they will hire to fix my refrigerator. I just want this matter dealt with in a timely manner. I'm frustrated by the lack of response. Makes sense why they have a 2.9 star review on ******* Many of the reviews mentioned filing a complaint on BBB was the only way to receive a response back.

  

  Business response

  08/05/2024

  Dear Mr. ********************* reviewing the information ******* sent over to us it looks like you are in the ************ area. Unfortunately, we no longer service this area currently. We have directed this ticket back to ******* multiple times to be reassigned to another company. We apologize for the confusion; however, you will need to go back to ******* to have them send this service request to another company in the area. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yes, I set up an service call. With unique the guy came out . After pushing the washer drum . He said it was the , dampers or suspencion. There $119.00 just to tell that information is outrageous. He then proceeded to tell me that he had the parts in his truck. And that the repair would aproxiamately cost me approximately $700 with discounts. The washer cost me . $900 when new. I would like the service company to refund me 50% of the cost for them coming. If I would , do $1000 repair after discount and initial $119.00 service call they would utilize that fee towards the repair. So your talking about some $880. I found the spring rod replacements on the internet for about $80.00. And it only takes not even an 1 hour from start to finish. This company should be hit with some fines. They do not try to gauges the customers pockets. Im very upset. About this business practice. If they go some elderly folks home. They definitely will try to take advantage. This should not occur to the hard working class. And then this professional so called company , trying to scam the public. Buyer beware.

  

  Business response

  07/18/2024

  Dear **************,
  Thank you for sharing your concerns about your recent experience with our company. After reviewing the repair visit, we confirmed that our technician visited your home on Tuesday, July 16th. The initial issue was a UL error code. Upon thorough inspection, the technician determined that all the dampers needed to be replaced due to wear and damage. These parts are crucial in preventing the unit from becoming unbalanced and vibrating excessively.
  Originally, we quoted $1040.00 for the repair, considering the cost of parts and labor. However, the technician contacted management and obtained approval to reduce the total repair cost to $759. Despite this, you expressed dissatisfaction and requested a further discount.
  We understand your concern about the pricing, but we assure you that we source all parts directly from ******** not third parties. The manufacturer sets the part costs, and you receive quality service from a ********trained and certified technician. The fee you paid covered the technicians visit and the assessment of your unit, which was duly completed. Therefore, the service fee is non-refundable.
  If you wish to proceed with the repair, please contact customer ********************** to schedule an appointment. This quote is valid for 30 days.
  Best regards,

  Unique Repair Services

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/6/24 I filed a claim with our Lowes warranty for our 2 year old washer that stopped working. I filed this claim online as I was instructed to do through the Lowes system. I was given an appointment date of today (7/11/24) between 8am and noon. Ive been sitting here so I called Unique as they are the repair facility for the Lowes warranty. I was met on the phone by a very unprofessional and rude young lady. She proceeded to tell me that the tickets that come in from ***** have to be manually added, they get over 100 tickets a day from *****, they are short staffed and a few other excuses. She told me the next available appointment would be next week which means another week of no washer with 7 people in our home. I responded to her with all due respect it is not my fault that you are short staffed to which she said do you want the appointment or not and before I could get another word in she hung up on me!!! I called back and spoke with another representative who scheduled my appointment and told me that the tickets do come in automatically but for some reason mine didnt. I asked to speak to a member of the management team and she transferred me but what a coincidence the call disconnected. I dont know what you have going on there but this is unacceptable treatment and service!

  

  Business response

  07/18/2024

  ******************,
  We apologize for the confusion you encountered while scheduling your repair appointment. We understand the importance of resolving the issue with your washer promptly. Unfortunately, the dates and times provided by warranty companies are only tentative, and we regret that this was not clearly communicated to you during your appointment setup with ******.
  We will review the calls with the *** you initially spoke with and use this as a coaching opportunity to ensure our representatives provide the best customer **********************. While we are pleased that you could schedule your appointment with the second representative, we apologize for the inconvenience of needing to make two calls.
  Upon further review of your account, it appears that the necessary repair on your washing machine was completed yesterday.

   

  Unique Repair Services

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unique repair techs are friendly however the call center and the Management team has a lot of improvements. The tech had to come out to do a repair 4 times and the after replacing the part, the issue is still the same. After numerous calls and appts made with Frigidare and unique repair, they scheduled appts without checking my availability and emailed me with WRONG CONTACT AND ADDRESS APPT INFO. I called unique and they stated it was an error however it occurred 5 different times on the same day! When I left a message with *************************** the manager at the store, she never returned my call. When I called for her again, she kept me on hold for more than 45 minutes until I hung up. Unprofessional, uncaring and NOT RELIABLE EMPLOYEES/staff!! The work still hasnt been finished and they are just sitting on this and getting paid by the hour each time they come out for service. Thats not a good reputable company!

  

  Business response

  07/10/2024

  Dear ******************,
  
  Thank you for reaching out to express your concerns regarding the repair of your Frigidaire dishwasher. Upon reviewing your account, we found that we received three different service tickets for your appliance from Frigidaire.
  
  The initial issue was that the unit was not drying the dishes. After inspection, our technician determined that the heater needed to be replaced as it was not working according to the manufacturer's specifications. This repair was completed on June 4th.
  
  On June 11th, we received another service request for the unit not filling with water and making a loud noise. The technician visited on July 3rd and discovered that the water valve was off, which he promptly turned back on. The unit was working properly after that.
  
  The third ticket was again for a drying issue. When the technician inspected the unit, he found it was operating within the manufacturer's specifications. He noted that plastic dishes and cups might not dry completely when the door remains closed, especially because the interior of your dishwasher is plastic rather than stainless steel. His suggestion was to open the door at the end of the cycle to allow the dishes to dry. Please see the attached photos for reference.
  
  Regarding the incorrect contact information and address, we could not find any discrepancies in the chat or email history. We also checked voicemails and found no record of one from you for *****. Additionally, there are no recordings of a transfer to her phone where you were placed on hold.
  
  We understand your dissatisfaction with the unit and your request for a replacement. Unfortunately, we are unable to assist with that. You will need to speak directly with the manufacturer or the store where the unit was purchased, as the decision ultimately rests with them. Your unit is currently functioning as designed.
  
  Sincerely,
  Unique Repair Services

  Customer response

  07/10/2024

   
  Complaint: 21956371
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  07/11/2024

  They are lying. After the tech came here, I specifically told him the part that was replaced did no improvements and the dishes were still wet! He stated he was going to send that info to Frigidare and schedule another appt to have the tech comeout out to fix it. When I called frigidare to schedule the appt they told me the same unique repair tech was going come out to see what happened. After many attempts to schedule an appts and wrong scheduling errors, I then called *************************** and left a voicemail and she never called me back. I called again and she made me hold for 45 min until I hung up. I continued to get scheduling errors (out of state appts or wrong contact appts) to my emails so much where I had to block these emails! Its was ridiculous!! And *************************** knows exactly what I am talking about because I did leave a very detailed message! 

  

  Business response

  07/12/2024

  
  Dear ******************,

  
  We want to assure you that we have no reason to mislead you about the repair. Our technicians have inspected the unit and confirmed that it is functioning according to the manufacturers specifications. At this time, no repairs are necessary for your dishwasher. We regret that you are dissatisfied with your purchase, but this issue is between you and the store/manufacturer. As mentioned previously, we have no record of a voicemail or any transfer to Nancys extension in our phone system. We wish you the best of luck with your appliance, but unfortunately, there is nothing more we can do at this point.
  

  Best regards,

  Unique Repair Services

  Customer response

  07/17/2024

   
  Complaint: 21956371
  
  I am rejecting this response because:
  
  they are not being honest. As you can see the attached pictures, the dishes are STILL WET and the part they replaced was either used or wasnt replaced at all. 
  Sincerely,
  
  *****************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called for a repair on a dishwasher. On 1/5 a tech came over and told me it was the motor. Quoted me for 654$. I asked about a warranty from *** He said it should be covered, but I would still be responsible for the service. I went through process to make sure it was covered by ** and it was. After not hearing back I called Unique repair to see if they received authorization from *** They said they had not. A few days later UR called me and asked if I wanted to set appointment. I assumed they had gotten the go ahead from ** with the warranty. On 3/22, the tech showed up to do the repair and told me I would owe 497$. I informed him it was a warranty fix. He called the office and UR said they had no info of the warranty. Wonderful. I called ** and they reassured me that it was covered and they had sent the paperwork to UR. The tech told me if I covered in full I would be reimbursed. After a few weeks I emailed them to ask about being reimbursed. No response. A week later I emailed again. No response. On 5/9 I called them. The *** I talked to apologized and talked to billing and told me the money would be in my account within ***** hours. 2 weeks later (5/23/24) I had to call again because I wasnt reimbursed yet. This time I was told they got a new system and some things didnt go through. Again was told ***** hours and I would be repaid. I warned them if it didnt go through I would escalate my complaint. I still have not been refunded. I emailed them 6/3 and informed them if I wasnt paid immediately I was going to complain to the BBB.

  

  Business response

  06/10/2024

  
  Dear ************,
  Upon reviewing your account, I see that ** has paid for the part portion of this repair. I apologize for the delay in your refund and the miscommunication you have experienced. This is not the impression we want to leave with our valued customers. We are currently going through a system change, and while this is not an excuse, some issues have arisen as a result. We are working quickly to resolve them.
  Billing has confirmed that ** covered the part cost of $321.90 and the tax of $22.94, totaling $344.84. We have processed a refund for this amount today, and you should see it returned to your original payment method within the next few days, depending on your bank.
  We greatly appreciate your patience during this process and hope to service your appliances in the future if needed.
  Best regards,

  Unique Repair Services

  Customer response

  06/13/2024

   
  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.   

  To Unique Repair,

  Life's too expensive right now.   There's no excuse for making me wait more than a week or 2 for payment.   It's literally a click of a button.   your staff was courteous and your technician was friendly and got my machine fixed.   The fault is  not with them, it's higher up the chain.    
  
  Sincerely,
  BW
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid 139 for service . then i cancelled my service because my fridge start working. its bee month now they did'nt return my money . i called twice . Not a good experience

  

  Business response

  06/10/2024

  
  Dear ********,
  Upon reviewing your account, it appears that a refund of $114.00 was processed on June 4th, 2024. The transaction number for this refund is ***********. This amount reflects the service fee refund minus the $25 cancellation fee, which was explained to you when you originally scheduled the appointment. If you have not yet seen this refund returned to your original payment method, please check with your bank.
  Best regards,

  Unique Repair Services

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20th, ********************* came to fix my ******* washer. The issue was the washer didnt extract water at the final stage. After he left, we washed a small load of the clothes, it still didnt extract water. The charge was $688.86.On May 28th, ********************* came again. Before he came, my washer was able to wash clothes, it just didnt extract water. However, he broke the washer while trying to fix it. He said the motor was not working. It worked before he came. I washed one small load after he left on May 20th. It worked. However, the washer didnt spin at all after his 2nd repair yesterday. I had to go to ********** to buy a new one. The cost is: $1004.18.In addition, I had to contact a guy to help me install the new washer. The quote is from $350-450. Hence, I request a full refund of $688.86. I also request you pay half of the dryer and installation fee (1004+450)/2=$727. ********************* broke the washer, so I couldnt use it at all. I was able to wash clothes before he touched my dryer. In total: $1415.86. Thank you.

  

  Business response

  06/10/2024

  Dear ********,
  We have already been in contact with you to resolve this issue. *** initially visited to address a drainage problem. When we were informed that the unit was still not working, we sent him back. During his second visit, he diagnosed a separate issue with the help of Samsungs technical support team. Together, they determined that a new motor was needed due to a faulty wire causing intermittent connections. When the connection is lost, the unit stops spinning.
  Unfortunately, this is a 2016 model unit, and as units age, these types of issues can start to occur. To enhance your customer satisfaction, we have offered to install the necessary part at our cost and without charging any additional labor, an offer which you have accepted.
  Best regards,

  Unique Repair Services

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/9/24 I Schedule an appointment with Unique Repair Services to fix my ******* Washing Machine, I was told I need to make a $119.00 deposit down for the services, My appointment time 4:00pm-7:00pm Unique Repair never showed up to my home to fix my washing machine, I received a text message from Unique Repair Services at 5:25pm saying their services guy had an emergency, I could not call the company until 5/13/24 because it was late Friday, Unique Repair Services is closed on the weekend. I finally spoke with ********* from customer ******************** I was told I will receive a refund 24/48 hours, I never received my refund, I call on 5/15/24 5/16/24 5/17/24 I ask for a manager, I was put on hold transferred to voice mail know one has Called me back about this matter, I am still contact the comet for a refund service was never done at my home by Unique Repair Services, Customer ********************** Represent ********* where unprofessional and rude. I am asking that manager from Unique Repair Services please contact me for a full refund.

  

  Business response

  05/28/2024

  Dear **********************,

   

  Upon review of your account here we see that a refund was processed for the full amount of $119 on May 15th, 2024. You should have received this within ***** hours depending on your bank. Please see attached invoice that shows the refund has been processed. You can disregard the balance due, that is the system thinking money is owed due to the refund being processed already. Please feel free to reach out to us at ************ if you have any further questions.

   

  Thank you, 

   

  Unique Repair Services

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/23/2024 I contacted Unique Repair Service at the recommendation of ** Electronics to obtain warranty service on my refrigerator. ** Confirmed that my compressor was indeed under warranty and I explained that to Unique Repair Service when I scheduled the service call. The technician spent about 30 minutes on site and told me that I needed a new compressor (the part that is under warranty) it would cost me $1,400 in parts and labor to do the repairs. I asked about the warranty and he told me they don't have an authorization code from ** to proceed under warranty. When I placed the original call, I told them this was a warranty call and they they were recommended by **. THEY NEVER ASKED ME FOR A WARRANTY AUTHORIZATION ****, NOR DID THEY PROCEED TO CONTACT ** FOR THE **** BEFORE SENDING THE TECHNICIAN. The technician said they would have to contact ** to get the code and even if they were successful in getting a code, it would still cost $1,200 to do the repairs for a refrigerator that I paid $2,400 for 6 years ago. I declined to proceed with them.

  

  Business response

  05/01/2024

  
  Dear ********************,
  
  Upon reviewing the details of the service call conducted on 4/23 for your ** refrigerator, it has come to our attention that the technician confirmed the necessity of a sealed system repair for the unit. It appears that you directly contacted us for the repair, without obtaining authorization for in-warranty repairs from **. It's important to note that ** handles such warranty tickets directly with customers and does not create them with the repair centers. It's possible that our technician may have been unclear regarding the warranty coverage for ** compressor repairs, initially quoting you the full cost. This incident serves as an opportunity for us to ensure that all our technicians are equipped with accurate information.
  
  Based on the serial number of your unit, it was manufactured over 5 years ago. **'s warranty only covers the compressor after 5 years; any other parts and labor fall outside this coverage and would be the customer's responsibility. Warranty terms and part coverage are determined by the manufacturer. We regret any inconvenience caused and understand your concerns regarding the cost-effectiveness of the repair. However, it ultimately remains your decision whether to proceed or not. Sealed system repairs are intricate and time-consuming, necessitating a specially certified technician, which often contributes to higher costs.
  
  Sincerely,

  Unique Repair Services

  Customer response

  05/03/2024

   
  Complaint: 21613063
  
  I am rejecting this response because: As previously stated, when I called this company, I told them very clearly that the compressor needed to be replaced and that ** informed me that it was still covered under warranty.  The call opener did not tell me that I should pursue the repair directly with **.  Nor did they tell me that I needed to get a warranty authorization code from ** in order for them to do the repairs under warranty.   The fault lies with the person that originally fielded my call.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/07/2024

  Our customer ********************** representatives are not trained in diagnosing appliance issues or warranty on specific parts for every unit. They arrange service calls, and it's the technicians who are trained and certified to assess repair requirements on-site. We rely on their expertise rather than accepting diagnoses from others. Additionally, each unit may have different warranty terms beyond the initial one year. We regret that you're still dissatisfied with our response and wish you the best with your unit's repair or replacement.

*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. ↩