ComplaintsforUnique Repair Services

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Based on the online reviews I am only one of countless people being treated the same way. This company is a scam. They charged $119 to come inspect an appliance. They were prompt on that visit but canceled the repair visit and rescheduled. When they finally showed up they did not even have the part with them and said theyll need to reschedule. After being ignored by the manager ***** for several days attempting to get an update on the part delivery and 4th appointment, she told me she didnt know when it would arrive. I already had to take 3 days off of work to be at the house for them with no understanding of when my appliance would be fixed. I decided to go with another company and I had my credit card company dispute the service fee. 2 months later I received a letter from a creditor for the $119. I called Unique Repair Services and was told they would remove me from the creditors list. They did not. When I call to speak with a manager ** told they arent available but they will call me back. They did not. The issue is unresolved and they clearly cannot be trusted in both ability to provide service or dispute resolution with them directly. This company should be investigated immediately. Please read other reviews like mine online.

  

  Business response

  04/26/2024

  ******************,
  
  It looks like we originally went to your home on 1/29/24 for a gas smell coming from the dryer. The unit was not accessible,and we needed a second technician to make it so. We were unable to diagnose the unit the way that it was stacked in the closet. We rescheduled the appointment for 2/2/24, but unfortunately our technician was ill, so we needed to reschedule the appointment. That was rescheduled for the next available date, 2/5/24. When we went out on 2/5/24 the technicians were able to make the unit accessible and diagnose the parts needed.
  
  You did call in to express your frustration with the situation because they did not have the parts to do the repair that day, which we can understand because you were wanting the dryer repaired. We were not able to order parts until this visit however because the unit was not accessible on the first visit. You had wanted to speak with a manager and were told that she was already gone for the day. The customer ********************** manager did speak with you the next day 2/6/24 and you requested us to discount your repair cost $150, which cannot be done. You were offered 20% off the repair for the inconvenience.We did reach out to the parts department to get an ETA for the parts ordered for your repair. Also offering to expedite the repair for you and even to accommodate an after 5pm appointment for you, which are not in our normal business hours. We did not want to inconvenience you and have to have you take any more time off work to complete the repair.
  
  We did follow up after the part shipped and we had an ETA on the morning of 2/7/24. The part was scheduled to be delivered by the end of business day on 2/8/24. When reaching out we did receive and answer,so a voicemail was left, and an email sent with that information. We also wanted to see when you would be available to schedule a return visit to install the needed parts and complete the repair.
  
  As much as we would like to, we dont have control over when the manufacturers ship parts or where they are coming from. Once the parts were received on 2/8/24 we sent a text message to inform you that they were checked in and we were ready to schedule the repair. You had called the same day and informed our CSR that you no longer wanted to proceed with service.
  
  The $119 assessment fee that was paid was for our technician to go out and diagnose the unit. The fee is collected whether you proceed with the repair or not. The reason the account was sent for collections was because there was a chargeback initiated by your bank.
  
  Once you contacted us after speaking with the collection agency management decided to remove as an act of good faith to improve your experience as much as we could even though we had been out there twice, once with two technicians, and we cannot control a part delay.
  
  The request was sent to the collection agency to remove you and on the 19th, you were told this as well over the phone by the customer ********************** manager. There can be a delay in getting this done because we must send the request and the collection agency must process it,there are steps that need to be taken, it is not instantaneous, but you have been removed. As of right now you are not in collections.
  
  Thank you,
  
  Unique Repair Services

  Customer response

  04/26/2024

   
  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. Their account of the visits in inaccurate though. They did complete their diagnosis on the first visit and the next visit was to repair. They did not come prepared and there was no reason to schedule the second visit without parts. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I call *** they tell me that my condenser is covered and give me your number. When I call to schedule I tell the operator that my fridge is 6 years old and that ** said my parts are covered under warranty for 10 years. So, I make the appointment to have you guys come out and pay the $139 fee. When the gentleman arrives at my house and I tell him the same story I told your scheduler he tells me that your company is not going to submit for reimbursement from *** because ** doesnt cover it after more than five years I explained to him thats not what ** told me and that I have a 10 year warranty and I even show him in the manual the warranty information. He still tells me that I am going to have to pay for all the parts and that his company wont submit it to ** because they dont get paid on it then shows me an estimate for almost $1000. You want me to keep paying the $139 but I dont see how this is my fault. If that is what your technician is going to say why would your scheduler not tell me that when I call, why would I have paid you $139 to come out to my house if I knew in advance thats youre not going to submit for parts. I completely feel scammed and then your management wasnt very helpful at all so I filed the chargeback and Im resorting to posting online, its really not cool to make your customers feel scammed and even if you made a mistake, the customer isnt the one who should be eating the cost for that. This took place on March 8th, 2024. The short ofthis is, i feel that if the technician knew that they wont submit for warranty past 5 years, why would the scheduer not tell me that when I spoke to him and scheduled a service call. I never would have paid the fee if I knew in advance they wont submit for parts. I told them my fridge was 6 years old and purchased in 2018.

  

  Business response

  03/18/2024

  
  Dear ******************,
  
  We appreciate you bringing your concerns regarding the repair visit on 3/8/2024 to our attention. Upon thorough review of the situation, it has come to our attention that ************** incorrectly stated that there was no warranty on the compressor after 5 years. After consulting with ** warranty, we've confirmed that your model actually carries a 10-year compressor part warranty. We sincerely apologize for any confusion caused by **************'s oversight in this matter.
  
  We've taken this incident as a valuable learning opportunity and have since coached all our technicians to proactively contact the manufacturer whenever unsure about warranty coverage. In light of our mistake, we would like to take steps to rectify the situation and issue a full refund for the $139 service fee paid for the visit. We hope this gesture serves as a demonstration of our commitment to customer satisfaction and helps improve your overall experience with our company.
  
  Our ultimate goal is to ensure your satisfaction, and we sincerely hope that you will consider giving us another opportunity to serve you in the future. To further express our appreciation for your understanding, we have made a note in your file that a future repair requested will come with a 20% discount on completed services.
  
  Thank you for your understanding, and we look forward to the opportunity to regain your trust.
  
  Sincerely,

  Unique Repair Services

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company "Unique Repair Services" at "******************************************************* *****" sent a service technician out to my location to diagnose an issue with my **************** range. The repair tech claimed the terminal block where the power cable connected melted due to quote "The stove was not installed correctly". This came to a surprise as the stove had been in use for 2.5 years stationary. If there was an install issue it would have presented it self sooner. He reported its not covered under my warranty. He then immediately quoted me close to $400 for the total repair The total non sales cost of this stove was 799 brand-new.I told him I didn't know what I wanted to do because he refused to test any other components of the stove to see if they could have been the result of the issue. I asked if it could have been a malfunctioning component inside that is causing more resistance, thus causing heat, and the melting of the wire. He said I would need to pay for the repair first and then they would test the rest of the components. A few days go by and I reach out to my **************** who reports the part should be covered including the power cable and they never denied the claim from the service provider. They didn't even have a report of any kind from the repair company. They asked me to reach out to have them send the report and they would approve the repair. I called "Unique Repair Services" they said they should have it already. It had been more then a week at this point still no report from the service provider. After following up with my warranty company again they escalate the situation and reach out to them directly. They get a report.Report is now due to "preventative maintenance" not install. Noting in the manual that states the connection needs any scheduled "preventative maintenance" this was confirmed with ******** **************** wants me to reach back out to the repair provider."Unique Repair Services" is refusing any kind of communication now!

  

  Business response

  02/29/2024

  Dear ************,
  Upon reviewing your repair history and consulting with ************** regarding the February 12th repair appointment, we found the following issues reported: the stove was shutting itself off, there was a burning plastic smell emanating from the control panel, and an arcing noise was heard when turning the k**** ************** discovered that the power cord was damaged and melted, subsequently causing damage to the terminal block. It's important to note that damaged power cords are considered as an accessory and/or an installation issue, which fall outside the scope of manufacturer warranties or extended warranties. Nevertheless, ************** can still proceed with the repair for you on an out-of-warranty basis, hence the quotation provided. As per your indication during the appointment, you mentioned needing time to consider the repair and would contact us.
  We stand by our diagnosis for 30 days. Regarding the requirement for payment before further testing, ************** mentioned this as a prerequisite to addressing the underlying issue and ensuring the proper functionality of all components involved. The service report has been electronically uploaded and shared with the warranty company, detailing our findings. Nowhere in the report does it indicate that the issue was not covered due to lack of preventative maintenance. Any information provided to you by your warranty company suggesting otherwise might be based on their internal findings post receipt of our report. A representative from your warranty company did also reach out to our Customer ********************** Department and confirm that the repair will not be covered due to what was found at the time of the visit. 
  As a certified service provider, we adhere to the policies and procedures outlined by the manufacturer and the warranty companies we collaborate with. ************** and our customer ********************** representatives have reiterated that we are prepared to schedule an out-of-warranty repair appointment to address your concerns. Alternatively, if you prefer, you can contact your warranty company to explore reassignment to another service provider for a second opinion.
  Please let us know how you'd like to proceed.

  Customer response

  02/29/2024

  Complaint: 21359789
  
  I am rejecting this response because:

  You continue to misrepresent your actual statements over the phone and from your technician. Your technician reported to me the issue was caused due to improper install of the stove, a stove that been stationary and working for 2.5 years. He is saying a s**** was loose and it caused the issue. Well of course the s**** is loose now the terminal block around it is melted! How could it still be tight! The other two he reported were tight and guess what no melting by those screws wonder why. The other 120v hot side of the terminal block that didn't melt is used for a different parts of the stove as well. The warranty company is stating you informed them it was due to preventive maintenance well after the day of the repair. That's only after I had to have them follow up with them directly before they had any kind of report of the repair at all let alone the day of or 2 weeks after.  Your tech did not contact the warranty company before informing me the issue would not be covered he took it upon himself to assume this he stated this on the phone I have a record. He was quick to jump to the out of warrant cost(Total $360)($70 in parts) that he is probably incentivized to do to make your company more profit. You make less off warranty repairs we all know this. The power cable was never quoted in the repair cost it was also stated verbally the power cable would not be included in the repair. 

  The part that is covered is the Terminal block and the repair agent even gave me the part number because I wanted to look into this myself. My warranty company informed me this part is covered and would have been approved if the claim was submitted properly. You refused to even test any other components of the stove to verify if something else was defective that could have been causing more resistance. AKA causing heat AKA causing the melting of the terminal block(NOT THE POWER CABLE) there are photos.

  From my perception is your practice to mitigate in warranty repairs for a more profitable COD/Out of Warranty charge. Or if we are assuming malicious intent it was your repair techs intention to charge me directly and bill the warranty as well. At the moment is hard to say what it could be as your customer ********************** and even refusal to let my speak to a leader/manager in your company to report my complaints. 

  I've also filed a complaint with your ******* Partner ship program and give them all the details. I reported to the rep on the phone, I've been in this industry for 18 years have and launched ****** Authorized repair locations and managed ******* repair technicians. I know the correct channels and people to speak to about these concerning behaviors. Even after all this you still refused to even let me speak to a manager or leader. Very unfortunate indeed.

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

  

  Business response

  03/06/2024

  ************,
  
  We want to reiterate that our intention is not to charge you unnecessarily, but rather to provide the best service possible under your warranty coverage. We handle numerous warranty repairs weekly and bill the respective companies accordingly. If an issue arises that isn't covered by your warranty, we offer estimates to ensure transparency and strive to swiftly restore your unit's functionality.
  
  If you disagree with the technician's diagnosis and believe your warranty should cover it (despite being informed otherwise by the warranty company to us), please feel free to contact them for reassignment to another service provider in your area. It's important to clarify that we never suggested any preventative maintenance to your warranty company. In fact, ************** informed us that you requested him to falsely retract his notes to Assurant, stating he made a mistake to secure coverage, which we refuse to do as it would be fraudulent.
  
  Regrettably, unless the estimate is approved, we won't be able to proceed with the repair. Our Customer ********************** Representatives and technician have thoroughly explained the situation, and while we understand your disagreement, the decision lies with *************** addresses BBB complaints comprehensively, considering all perspectives.
  
  Please either approve the estimate for repairs or contact Assurant for reassignment and a second opinion on the repair.
  
  Thank you,

  Customer response

  03/14/2024

   
  Complaint: 21359789
  
  I am rejecting this response because:
  I had my warranty company send another authorized repair company to correctly diagnose the issue. The technician observed the issue, tested for resistance, and then ordered the part all within 20min had given me an eta on the repair.
  
  The part ended up being on back order and the insurance company credited me for a replacement of the entire stove. 
  
  Had I not requested a different company "Unique Repair Services" would have undoubtedly tried to scam me again. I'm willing to provide any documentation necessary from the repair company and the insurance claim as well.
  
  Again the part and issue was covered and Unique repair service is on the business of scamming consumers.
  Sincerely,
  
  *********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.In March of 23 we discovered a refrigerator leak in our home. We hired Unique Repairs for assistance and spoke to Customer ********************** Specialist, *********************************, for confirmation of their warranty which was communicated by ******* as follows: Per our conversation if the technician performs any repairs today and you pay for labor. That will be warranted for 90 days. If the leak comes back within 90 days and parts are needed on the 2nd visit you would just pay for parts. Email chain attached for reference. 2.Before the Unique Repairs technician (***) was scheduled, my husband (******) unfroze and removed the clog from the drain which appeared to work temporarily. When *** arrived on site, he informed us that this exact repair was needed to correct the issue. ****** then informed *** that he had already preformed this task before *** did any work, emphasizing that this approach would not solve the problem. 3. *** then proceeded to do the repair that ****** had warned him about. Afterwards *** stated that we would not be given a warranty despite what I heard from ******* in our initial email exchange 4.The leak then happened again a few weeks later and *** came back to tell us his approach would be the same to unfreeze and remove clog from the drain line (which required only labor, no parts) and we would be charged again. At this point we denied the services and reached out to ******* via email requesting a refund for the $229.95 we had paid for the original services given the issue had not been repaired and we were within the warranty window of 90 days; ultimately, they were not willing to honor a warranty which we had paid for 5.******* emailed stating that *** offered us 2 approaches, although he did not (which is ultimately irrelevant because we had paid for a warranty) and refused to refund the money. At this point we disputed with our credit card company, they investigated the issue, determined we were unfairly charged, and refunded the money.

  

  Business response

  03/06/2024

  Dear ***************************,
  
  Thank you for reaching out to us regarding your ******* refrigerator concerns. After reviewing our records of visits to your home, we found that ************** first visited on 3/16/23, diagnosing a clogged drain line in the freezer. The technician quoted you for cleaning and maintenance, which included clearing the ice and clog, as well as cleaning the condenser, rear panels, and surrounding areas. I've attached the pictures taken by the technician before performing these tasks for your reference.
  
  While maintenance typically doesn't come with warranties, when you called back on 3/27/23 with the same issues, our Customer ********************** Representative scheduled a follow-up visit on 3/30/23 to ensure your satisfaction. During this visit, ************** found debris and dust causing blockages, notably pet hair, likely from your large husky. The technician verified that there were no mechanical issues causing the problem, confirmed proper defrosting of the unit, and identified a clogged drain line between the liner, leading to water leakage into the freezer. The technician provided an estimate to defrost the ice, clean the condenser, and clear the drain line, along with an additional estimate to clean underneath the unit, including tilting, cleaning, and reinstalling it for proper installation. Unfortunately, these estimates were declined at that time.
  
  The technician also consulted ******* tech support to confirm the diagnosis of a clogged drain line. As no parts were installed and no actual repairs were completed, but maintenance was performed, there is no warranty covering the work done, which is why additional estimates were provided. We see this as an opportunity to improve our Customer ********************** Representatives' communication about our process with customers in the future.
  
  Regarding the account sent to collections, this was due to a chargeback of the $229.95 paid. We would gladly remove you from collections upon repayment of the owed amount. Please feel free to contact our customer ********************** at ************ to discuss payment options and resolve this matter.
  
  Thank you for your understanding.
  
  Sincerely,

  Customer response

  03/06/2024

   
  Complaint: 21353654
  
  I am rejecting this response because:

  In their reply back Unique Repairs states the following:

  "The technician also consulted ******* tech support to confirm the diagnosis of a clogged drain line. As no parts were installed and no actual repairs were completed, but maintenance was performed, there is no warranty covering the work done, which is why additional estimates were provided. We see this as an opportunity to improve our Customer ********************** Representatives' communication about our process with customers in the future". 

  
  At the root of this complaint is the fact that Unique Repairs committed consumer fraud against us because when we purchased the service, we also purchased a warranty on labor, as you will see in the email attached.Unique Repairs agreed to warranty the labor for 90 days if the same issue happened again within a 90-day timeframe. Subsequently, the same issue occurred within 90 days and Unique Repairs came to our home and refused to fix the problem without charging us again for labor. Furthermore, in their BBB response above they state "there is no warranty covering the work done" but this is false as you can see in the email attached where they explicitly state that the warranty is 90 days (covering labor) in cases where the same problem reoccurs.Therefore, this is warranty/consumer fraud.

  
  We disputed this with our credit card company and after a thorough investigation they determined that this was in fact fraud and Unique Repairs was charged back. Now maliciously Unique Repairs is sending us to collections. We are requesting that Unique Repairs attest to a cease and desist and refrain from pursuing additional fraudulent collections actions. You can find many examples (attached) on their ******** page of similar experiences had by other consumers. Several folks state that they do not honor their warranties and that they lie, just as they are lying right now.Their 2.6 out of 5-star rating on ******** (out of 100 reviews) is further proof.  

  
  Thank you in advance for your assistance.
  
  Sincerely,
  
  *********************************

  

  Business response

  03/07/2024

  The email presented as evidence on 3/16/23 shows our Customer ********************** Representative (CSR) stating:
  
  Per our conversation if the technician performs any repairs today and you pay for labor. That will be warranted for 90 days. If the leak comes back within 90 days and parts are needed on the 2nd visit you would just pay for parts.
  
  The CSR also clarified that if the technician performs any repairs, this was not considered a repair but rather maintenance. Maintenance services do not include any warranty coverage. When we stated we will use this situation as a learning opportunity for our staff we meant to ensure they use the correct terminology for clearer understanding on the customer's part. We would like to point out it's important to distinguish between repairs and maintenance. A repair involves the installation of parts, not just cleaning the unit of debris and clogs. If a mechanical repair were performed on the unit, it would be covered by a 90-day warranty on any parts installed at the time of the original completion date. Within these 90 days, if further issues arise related to the original complaint, we would send a technician to address them, covering the previously installed parts and labor. Any additional parts required would be the responsibility of the customer. If the issue is determined to be separate, the customer would be provided with a full ********************** cost quote.
  
  Regarding our ratings, we currently hold a 4.4-star rating out of 5 on ****** based on ***** reviews. Customer satisfaction remains our top priority, although we understand that we may not always meet everyone's expectations. ************** visited your home twice and performed the maintenance agreed upon during the initial visit. You were charged for the services rendered. The reason you were referred to collections was due to the chargeback initiated by you. Should you wish to settle the outstanding balance, please feel free to call us at ************, and we will coordinate with the collection agency to have you removed from their list.

  Customer response

  03/07/2024

   
  Complaint: 21353654
  
  I am rejecting this response because:

  As you can see from the email correspondence on Thursday 3/16/23, ******* clearly states the following, Per our conversation if the technician performs any repairs today and you pay for labor. That will be warranted for 90 days. If the leak comes back within 90 days and parts are needed on the 2nd visit you would just pay for parts. There was never any distinction made between maintenance and repairs. The legal definition for repair is to restore to former condition or in some contracts to operational soundness. In a situation like this where there is a clear definition for the term and they define it differently, this should be clearly communicated to the consumer. Only now after this has become a formal complaint are they disclosing their definition of repairs. At the end of the day as customers we asked them if their work would be warranted, and they mislead us. This is dishonest and deceitful and is in alignment with the experiences of other customers as exemplified by the ******** reviews we attached as part of our last reply. 

  Separate to this case, we are planning to file an additional BBB complaint with ******* for referring us to Unique Repairs given how poor our experience has been. I have an 800 credit score because I pay my bills but I also wont be taken advantage of. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed an insurance regarding my fridge. They had a technician come out and look to see what the issue is before ordering parts. ********** advised that once parts were ordered that there will be a message to have me schedule a follow-up apointment. i received a message, on 2/14 to schedule, however due to illness I was not able to call until today 2/21. I was advised that I needed to submit a new insurance claim through assurant which by the way takes a couple months. On the message I received to give them a call there was no warning that I needed to call back within a certain amount of days or the work order would be closed. Why would you close a work order knowing that the services needs to be completed. If they are going to close work orders they at least should be notifying the customers of this.

  

  Business response

  02/29/2024

  Dear **************,
  
  Thank you for reaching out and sharing your experience with our company. Upon thorough investigation, we've traced the timeline of events regarding your service ticket.
  
  Our records indicate that your service ticket was initially received on Tuesday, January 23rd at 2:21 pm. Subsequently, our Customer ********************** Representative (CSR) scheduled your appointment and sent a confirmation text at 2:27 pm on the same day. Despite our efforts, we did not receive confirmation of the appointment details from you. Nonetheless, based on the information provided by your warranty company, we prepared the necessary parts for the scheduled appointment on Tuesday, February 6th.
  
  Regrettably, the evening before your appointment, we encountered a delay in receiving all the required parts. As a result, our **************** reached out to notify you of the appointment cancellation. However, we received the parts the following day and promptly attempted to reschedule your appointment, contacting you twice on 2/6 and again on 2/7. Eventually, our CSR received your call and successfully rescheduled your appointment for 2/20.
  
  On Thursday, February 8th, our routing department managed to reschedule your appointment to the following day, 2/9. During the technician's inspection on 2/9, it became evident that additional parts were necessary. ************** promptly contacted your warranty company for approval and proceeded to order the required parts. These parts were received on Wednesday, February 14th, following which we made repeated attempts to schedule the installation on 2/14, 2/15, 2/16, and 2/19.
  
  As per the policy of both the manufacturer and warranty provider, service centers are required to make three consecutive attempts to reach the customer before closing out a ticket due to no response. Our final attempt was made on 2/19 at 9:07 am before ultimately closing the ticket at 3:59 pm on the same day.
  
  We sincerely apologize for any inconvenience caused during this time, particularly considering your health, which prevented you from responding to our calls within the six-day period between receiving the parts and ticket closure. We acknowledge this as a valuable ****** and will use it to enhance our Customer ********************** Representatives' approach by notifying customers of a final attempt before closing a ticket.
  
  We are delighted that following your call on February 21st, you were able to submit a new ticket same day, and we have scheduled your service for Monday, March 3rd. Rest assured, we have prepared the necessary parts and are eager to assist you in restoring your refrigerator to optimal functionality.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, November 2, 2023, I contacted Unique Repair Services in ***********, ******** to request repairs to an older model Thermador stove. At the time, the Unique representative told me I could not schedule an appointment until I provided a model and serial number for the stove. I was told this was necessary to ensure that the company could obtain the right parts before scheduling a service call. I was charged $119 as deposit for the service call and was told that amount would be credited to the final cost of the parts and labor. I paid the deposit by credit card and told the representative the stove needed the following repairs: 1.) two burners did not ignite reliably, 2). the broiler setting did not work on the oven, 3.) the low temperature burners did work properly, 4.) the gas connector needed to be replaced. I did NOT request repair to any of the burner control k**** because they were all working at that time.On Tuesday, November 7, a Unique technician came to my home for the service call. He examined the stove and partially dismantled it as part of his inspection. He informed me that he didn't have any of the parts for the repairs I requested and he would need to do research to see they were available. So, the technician made no repairs and did not even replace the gas connector. After he left, I discovered one of the burner k**** (that worked before the service call) wouldn't turn which makes the burner unusable.I called Unique Repair Services during the week of November 27 to check on the status of the repair and they told me, because the parts weren't available, they had closed the ticket. I was informed they would not come back to fix the burner ****, install the gas line connector or refund my deposit. I filed a dispute for the deposit charged to my credit card. The bank decided in my favor and issued me a credit for the deposit. Since then, Unique had referred my account to a collection agency for the amount of the deposit.

  

  Business response

  03/06/2024

  Dear ****************,
  
  Thank you for taking the time to share your concerns with us. We strive to gather the model and serial numbers of units before our technicians arrive, allowing us to prepare necessary parts for repairs. However, there are instances where this isn't feasible due to the nature of the issue described or the need for on-site diagnosis by a technician.
  
  The $119 assessment fee covers various aspects such as the technician's visit to your home, thorough diagnosis of any issues with the unit, parts research, and providing an estimate, as was done in your case. ************** confirmed that during the visit, they did not tamper with the burner k**** on your unit. Instead, they focused on voltage checks and parts research, which unfortunately revealed that the required parts were no longer available from Bosch.
  
  Furthermore, the technician mentioned that dismantling or moving the unit alone would have been unsafe for him due to its size and weight, requiring a second technician for assistance. We regret that we were unable to proceed with repairs, but it's beyond our control if manufacturers discontinue certain parts. Rest assured, we only utilize certified new parts from the manufacturer for our repairs.
  
  Regarding the gas connector issue, this falls under installation concerns, which our technicians aren't authorized to address. As ************** visited your home, the $119 assessment fee applies. The decision to send your account to collections was prompted by your chargeback request for the agreed-upon technician visit fee.
  
  Should you wish to resolve this matter, please contact our customer ********************** at ************ to arrange payment, and we'll promptly remove your account from collections.
  
  Thank you for your understanding.
  
  Sincerely,

  Customer response

  03/11/2024

   
  Complaint: 21322911
  
  I am rejecting this response because:

  Unique Repair Service charged me $119 to schedule a service call on an older Thermador stove. When scheduling the appointment, the Unique representative insisted that I provide the model and serial number of the stove before a ********************** call could be scheduled. I was told this information was needed to ensure they could obtain the parts to make the repairs I requested. With that information, Unique must have been aware of the age of the stove and the likelihood that they could not obtain replacement parts for it. I was never advised of this possibility or warned they would keep 100% of the scheduling fee even if they could not make any repairs.

  The Unique technician who came to home, made no repairs, did not install the gas connector I requested, and caused the right front burner k*** to be inoperable.

  The technician made no attempt to replace the gas connector even though that was one of the services I requested. He did not mention that he would need a second person to move the stove to replace the connector. Instead, he told me he would return to install the gas connector after I purchased a connector kit on my own. The company and the technician never followed up on this. Instead they cancelled my repair ticket and kept my money. Another technician, from a bonded and insured appliance service company, moved the stove by himself and replaced the connector with ease because the stove is on nylon sliders.

  I did not request repair to the right front burner k*** when I first contacted Unique Repair Service, because all burner k**** on the stove turned at the time. I did not mention any issue with the k**** to the technician for the same reason. It was only after the technician left that I discovered the k*** wouldn't turn. I invite the management of Unique Repair Service to personally inspect the ****, unless they believe I intentionally broke the most regularly-used k*** on my stove so I could save $119.

  I was never notified that my repair ticket had been cancelled because Unique could not obtain the parts they needed to repair my stove. Instead, I had to call the company three weeks later to find this out.

  I claim that Unique Repair Services 1) charged me to schedule an appointment when they knew it would be unlikely they could repair the stove, 2) their technician did not attempt to replace the gas connector, and 3) their technician damaged my stove and repairs would exceed the $119 fee they charged for the service call.

  I have no intention of paying Unique Repair Services. I have disputed this charge with their collection agency and will dispute it with the credit bureaus, if necessary. I have also filed a report with the ******** ************************** Unique management should be grateful that I haven't filed a claim in Small Claims Court for the damage done to my stove.

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

  

  Business response

  03/18/2024

  
  Dear ****************,
  
  As previously discussed, our primary objective is to ensure that all repair tasks are carried out effectively by providing the necessary parts. However, there are occasions where this proves challenging. In instances where additional information or a more detailed assessment is required, our technicians may need to conduct diagnostics without the required parts. Additionally, it's important to note that not all repairs necessitate new parts, and unfortunately, we have no control over the availability of manufactured parts or discontinued items.
  
  Please understand that our Customer ********************** Representatives (CSRs) are not equipped with technical training and therefore cannot ascertain the availability of specific parts or their production status. Moreover, it's worth mentioning that gas connector line installations fall outside the scope of our technicians' certifications, and as such, we are unable to perform such repairs. If it were feasible, ************** would have provided you with a quote for the installation.
  
  It's imperative to prioritize safety in our operations. If ************** deems that there is a risk of injury or property damage, they are instructed to reschedule the appointment and ensure a helper accompanies them for added safety measures. While we cannot comment on the practices of other companies, these protocols are in place to safeguard the well-being of everyone involved in the repair process, including our technicians and valued customers.
  
  Regarding the issue with the burner ****, ************** asserts that they did not undertake any action that would impede its functionality. In their service report, they noted the age of the unit (at least 20 years) and conducted thorough research to locate replacement parts, unfortunately finding none available. We apologize if this information was not effectively communicated to you and will utilize this as a learning opportunity to enhance our communication with customers in the future.
  
  Despite the unavailability of certified Thermador parts, we fulfilled our commitment by conducting the assessment as promised. The $119 fee for this service remains applicable. If you wish to settle this payment, kindly contact our customer ********************** team at ************, and we will ensure that your account is cleared from collections.

  Thank you,

  Unique Repair Services

  Customer response

  03/19/2024

   
  Complaint: 21322911
  
  I am rejecting this response because I believe their technician is providing inaccurate information to management. The damage done to the stove exceeds the fee charged for the service call.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband broke a piece of plastic off the lock on the top washer of our ******* Flexwash. We hired Unique Repair to replace the parts required. A tech came out on 1/19 to quote the repair. We scheduled the repair to be completed on 1/24 and paid $644.54 total for the repair. When we ran our washing machine the following day, the machine flooded and gave us error code LC1. It was then unusable as it was flooded. Our bottom washing machine had been working just fine prior to the repair. There was nothing mechanically wrong with the machine before the repair. I called Unique Services and they scheduled the same tech to come back to repair the machine on 1/30. While he was here working on the washing machine, he dropped machinery pieces/equip. 4 different times. He was clearly not being careful with his work. He left that day telling us a hose had been disconnected & that the machine was fixed. But when we ran our machine, it flooded again. Unique Repair agreed to send a new tech out on 2/2. This tech left without fixing it saying he needed a second man. I called Unique. I was told a manager would call me back before the end of the day. No one called. Instead I received a text message for an appointment time that didnt work for me. We went 12 days with no washing machine because of their techs mistake. The new tech came back on 2/5. He was able to make the bottom machine operable again, but was not able to repair the top. He ordered a new board & returned on 2/8 to install it. This did not fix the problem. He said ******* suggested a hose, but that he inspected the ************ are no cracks, *********** installed properly. Between 2/2-2/10, I called manager, ***************************, 4 times & emailed her once. She didnt return my call until I threatened to file a complaint with BBB. They want us to try a new hose on 2/15. They are not trying to resolve this problem timely. Management wont help. I want a refund (take your part back) or a tech manager out to fix it ASAP.

  

  Business response

  02/21/2024

  Dear *********************,
  
  I want to express gratitude for reaching out to us regarding your recent experience and concerns with our repair services. Upon thorough examination, it appears that we initially dispatched our ********certified technician to your residence on January 19th to address the reported issue with the handle lock on the top cover of your unit. Subsequently, ************** diagnosed the problem, provided a repair cost estimate, which you approved, and proceeded to order the necessary parts. We successfully returned on January 24th to install the top cover and complete the repair for your washing machine.
  
  On January 25th, our Customer ********************** Representatives were notified of an LC1 error code occurring on your unit. Despite this issue differing from the original complaint, we promptly scheduled a technician to inspect the unit, demonstrating our commitment to resolving any arising problems. The technician revisited your home on January 29th and discovered a loose circulation hose, which was promptly reconnected at no additional charge to ensure your satisfaction.
  
  However, on January 31st, you contacted our Customer ********************** Department once more, reporting a recurrence of error codes and requesting a different technician. Understanding your concerns, we scheduled our senior technician to investigate further, aiming to address the root cause of the persistent issues. Upon their visit on February 2nd, it was found that the top washer of your unit was overfilling with water. Extensive tests were conducted, including consultation with ******* tech support, which led to the conclusion that a helper was necessary for disassembly and further diagnostics. Despite our efforts to secure immediate assistance, scheduling constraints necessitated rescheduling for Monday, February 5th, where we overbooked technicians to expedite resolution.
  
  Upon their return on February 5th, our technicians inspected the unit thoroughly, finding no evident issues with the hose or tub, and the pressure sensor aligned with *******'s recommendations. Contact with ******* tech support yielded a suggestion to replace the main PCB, for which you were promptly quoted and rescheduled. Subsequent attempts to address the issue, including the replacement of the main PCB and pressure hose as per tech support's recommendations, unfortunately did not resolve the problem.
  
  After careful review of the service history and the efforts made to address the concerns, we have decided, in good faith, to refund the labor amount of $465.90, acknowledging that the post-top cover replacement issues were considered separate. While the top cover replacement remains non-refundable due to the purchase and installation, this refund accounts for more than half of your total payment. Despite the subsequent visits, including those necessitating multiple technicians, no definitive issue was identified, and each visit incurred associated expenses.
  
  Our primary aim was to address your concerns promptly and efficiently, which we achieved regarding the original issue. Regrettably, subsequent complications arose, but our technicians diligently attempted to resolve them.
  
  Sincerely,

  Unique Repair Services

• Initial Complaint

  02/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company sent a technician but he did not accomplish the task He burned all the wires in the ******* range and left the unit open without put back and we could not use on it again. When I contacted the company, after forth and back they did not cooperate and said they would not send another technician, so they did an unsafe job *********** did not commit to solving the problem and they did not accept to solve the problem. the ******* stove, which cost $900, was ruined and they did not accept any complaint submitted to them. Therefore, I am writing to inform BBB about this company and how they deal with citizens.

  

  Business response

  02/12/2024

  
  Dear ******************,
  
  We appreciate you reaching out and taking the time to express your concerns regarding your recent service call. Upon thorough examination of the situation and discussions with the technician involved, it appears that there were some complications during the repair attempt at your residence.
  
  Upon arrival at your home, the technician found the appliance with its k**** and grates removed, and it had been pulled out in preparation for the repair. The technician attempted to access the unit by lifting the cooktop slightly but encountered difficulty due to an obstruction holding the control panel in place. It was reported that, despite not soliciting assistance, you attempted to forcibly lift the cooktop and even used a hammer in an effort to prop open the cooktop. Unfortunately, this resulted in damage to the wires, causing sparking and rendering the unit unsafe to work on.
  
  Our technicians are highly trained professionals equipped to handle repairs on ******* appliances independently, as per our policy. If additional assistance were required, we would have rescheduled the appointment and sent another technician to ensure the repair was completed safely.
  
  Regrettably, the physical damage incurred during the attempted assistance has voided the manufacturer warranty, and it is now hazardous to proceed with any further repairs on the unit. Consequently, we are unable to return for additional service. We recommend contacting ******* directly for guidance on the next steps regarding your appliance.
  
  We apologize for any inconvenience this may cause and appreciate your understanding in this matter.
  
  Sincerely,

  Unique Repair Services

  Customer response

  02/13/2024

   
  Complaint: 21271554
  
  I am rejecting this response because:

  This is not true at all. The technician tampered with the wires and burned some wires and told me we will need to order the harness and will back to repair it , there is no need for false claims. I **** like to resolve this issue and back to repair the Range. I contacted ******* and they told me that it is the technician who refuses to back and repair, not *******. I am I hold the technician fully responsible, and if the unit is not repaired, we will escalate the case.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/29/2024

  Dear ******************,
  
  During **************'s visit, it was determined that a wire harness replacement would be necessary to restore the functionality of your unit. Unfortunately, during your attempt to assist the technician by pulling up the cooktop, additional damage occurred to the wires, resulting in sparking. Regrettably, this renders it unsafe for ************** to proceed with any further work on the unit. As a result, our company will not be able to continue with the service.
  
  We kindly advise you to contact the manufacturer for guidance on the next steps to repair your unit or to reassign this service request.
  
  Best regards,

  Unique Repair Services

  Customer response

  02/29/2024

   
  Complaint: 21271554
  
  I am rejecting this response because: The technician tampered with the wires when he failed to open the cover, he worked with wires and didn't even unplug the power cord from the wall this caused damage to the wire harness, which caused a spark and burned the wire harness in the range. He left the unit open without putting back and we could not use it again. He told me that we would need to order the wire harness and we would come back to repair it. When I contacted the company, after forth and back they did not cooperate and they said would not send another technician, the technician was making false claims to evade responsibility so they did an unsafe job, the company did not commit to solving the problem and they did not accept to solve the problem. My ******* range was ruined and the resulting physical damage voided the manufacturers warranty,I hold the technician fully responsible, and we will resort to the judiciary and demand compensation for psychological and material damages.Note: After researching the companys history and reading hundreds of complaints and reviews on ****** and ******** pages, we found hundreds of victims affected by this company and they wrote frankly about the fraud and the great psychological and financial damage they were exposed to by this company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a ******* fridge. The ice maker broke. We called ******* to fix our ice ************ sent Unique Repair Services to fix it. On 1/3 ****** arrived & said he had a new PCB to replace in our fridge that would fix the ice maker. After about an hour ****** left & said everything is good to go. We went about our lives. On Thursday 1/4 my wife woke up & took her daily juice shot. Note that these are unpasteurized & must stay at a safe temperature. All of Thursday after consuming just the juice shot, she had severe diarrhea. Later that evening, I went to ****** & returned home to put the groceries away. I immediately noticed the freezer had thawed & our food was soft. I checked the fridge & noticed that the lights were working, but it was 60 degrees & no cooling had been happening or our fridge/freezer since ****** left our home. I immediately put what was salvageable in the freezer in our garage freezer to save it. Unfortunately we had already lost many items that were on top & had to stay frozen to be safe to consume. We lost everything perishable in our fridge since it had been over 36 hrs since it cooled (my juice shot had got to an unsafe temp). We called ******* morning 1/5 since they hired Unique Repair Services. They sent Unique Repairs back out to us 1/5 to check out the issue. ****** pulled out fridge & almost immediately realized he had forgot to plug a cable in. He apologized for his negligence & plugged it in properly. Our fridge then started cooling. He told us since it was his fault that we should submit photos of our lost food & itemized list that was $408 worth. After over 2 ********** calling multiple times they now say we have to submit receipts for our groceries we lost. No one saves grocery receipts. We were only offered $100 which we did not accept as it's unacceptable. We also didn't claim the time, gas $, & shipping $ it takes to replace the specialty food since my wife has stage 4 Endo & follows Gluten, Cow ****** ********* free diet.

  

  Business response

  02/05/2024

  Thank you for expressing your concerns. After reviewing your service visit, we determined that ************** visited your home on January 3rd to perform an ice maker update on your ******* refrigerator. Subsequently, on January 5th, we received a call reporting that the unit was no longer cooling. Recognizing the severity of the issue, our customer ********************** representative promptly contacted **************, who conducted an immediate inspection on the same day.
  During the inspection, ************** identified that a cable was not properly seated in the main PCB board, and promptly rectified the issue. Following this, the technician contacted our office and was instructed to submit pictures of the food loss for management review. Once the information was received and assessed, we requested copies of receipts to process a refund for any lost food items.
  As receipts were unavailable, we extended an offer to reimburse $100 for food loss, which unfortunately was declined. It's important to note that the request for receipts aligns with our standard policy, ensuring we accurately assess the item and its cost for reimbursement purposes. Despite the declined offer, we are still willing to provide the $100 reimbursement to improve your overall experience. Please contact us at ************, and our billing department will facilitate the issuance of this check.

  Customer response

  02/06/2024

   
  Complaint: 21183322
  
  I am rejecting this response because it is unacceptable to expect someone to save their old paper grocery reciepts, especially for frozen items. Your technician knew when he arrived 1/5 that it wasnt working just by listening to it, so why didnt he perform that check on 1/3 to verify his work before leaving? This issue is pure negligence and failure of your technician to do a proper job. He immediately saw that he forgot to plug in a cable when he looked behind the fridge and admitted fault both to us and in writing on our receipt. I offered to repurchase all the lost items and provide those receipts in attempt to compromise with the business and was told that would not suffice. We even tried talking to our local grocery store to obtain copies and they tried but couldnt access the store reports from the previous year. Seeing as the mistake by your clinician was made in early January, that made it so we couldnt even obtain old receipts. We provided an itemized list of current prices for the lost items. We didnt even include the gas and drive time it will take to replace everything or the loss of work I had due to being sick from the unpasteurized juice that got to an unsafe temperature from the fridge not cooling. We are being completely reasonable asking for the cost replacement of our lost items and its unacceptable to only offer less than a quarter of that as a solution. 
  
  Sincerely,
  
  *******************

  

  Business response

  02/08/2024

  Dear ****,
  
  We understand your frustration regarding the loss of items from the refrigerator. However, it's essential for us to ensure accurate reimbursement by requesting receipts. This is a standard procedure for handling food loss claims. Despite our efforts, no receipts were provided, even for recent purchases, and our Customer ********************** Representatives were informed that none were available. In an attempt to address the situation and compensate for your inconvenience, we offered $100, which unfortunately was declined. We regret to learn that you fell ill and had to miss work. If proper receipts were available, we would have gladly reimbursed you for the items lost. Unfortunately, without this documentation, we are unable to proceed with reimbursement at this time.
  
  Sincerely,

  Unique Repair Services

  Customer response

  02/10/2024

   
  Complaint: 21183322
  
  I am rejecting this response because: it is unacceptable that you wont accept receipts for replacement items purchased that match the photos and itemized list we provided. I dont know anyone who doesnt throw away their receipts once their groceries are put away. If your company had a policy that actually cares about customers you would accept receipts where we repurchase the items we lost. Please keep in mind many of the items we lost were in our freezer and you can freeze items for some time after purchasing them. It seems as though you dont actually care about your customers despite the error being negligence on your technician and nothing at fault of our own. We request that you reimburse us the funds we requested. Have you even spoken with ****** the technician who made the mistake? He completely admitted fault and apologized. If you cant give us the funds as a company, he should be providing those funds to us himself, but you wont even let us speak to him when we call. You dont get to make these kind of mistakes and not remedy the situation. Offering not even 1/4 of the cost of the items lost is beyond unacceptable. We have contacted the consumer protection agency over this matter and consulted with a lawyer and know we are in the right to request the amount of compensation it costs to replace all items lost. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/6 Unique Repair Services, **********, ** came out to find out what was wrong with our ******* Refridgerator. They gave us a quote for $569.77 Cam to repair 10/11. The part was damaged (replacement Evap Cover) and rescheduled to 10/18. After they confirmed appt, they told us they did not have the part. Tech said it was never ordered. 10/30 came very late 8:30 PM. They came 5 hours late. We gave up plans to get this fixed. Another damaged part was sent and it could not be fixed. Ice maker parts were also not ordered.11/3 Brought 2 evaporator covers. The first one again was damaged. The second one was ok. 1 out of 4 of these was ok. Finally fixed the ice maker It took a month for us to get this fixed after paying in full for the first appt. Appt was scheduled and canceled the same day. Extremely poor customer **********************. Asked management to give me a call, never received a call. The tech was professional and good, but his hands were tied with the defective parts. Communication was horrible, Customer ********************** was just as bad. The company did not hold up to their pledge of fast guarantee service, ***** hours for parts, and was very stressful. This took one month to repair. We would like a refund for at least 50% of the repair. I hope you can improve your service and honor your pledges on the internet to customers.

  

  Business response

  11/14/2023

  Thank you for taking the time to express your concerns. We apologize for taking longer to respond; we looked into all the notes from every visit and found the recordings of every conversation between the customer and the CSRs to ensure we have all the details.

  
  On 10/3/2023, we received a ticket for the ******* refrigerator and scheduled the appointment for 10/6. Unfortunately, by 10/5, some parts did not arrive on time. We informed the customer that we would not be able to complete the repair; nonetheless, she asked us to come and diagnose the unit, which we did. The technician quoted Evap Cover replacement with leak kit and sensor, a total of $569.77 the diagnostics and travel fees were waived. The repair was approved, and the appointment was booked for 10/11. Upon arrival, the technician discovered that ******** Cover part was damaged. The technician was able to repair most of the issues, and he was able to patch up the Evap Cover temporarily till the new part arrives, ETA - 10/18. On 10/17, we received a part delay notice; the customer called back understandably upset; we informed her that we do not schedule an appointment till we have a set ETA for the part. In our recording, a customer demanded that we set up the appointment without the **** the customer ********************** representative was apparent that if we did so, she might face multiple cancellations. The policies are set in place for a reason: no appointments are scheduled if parts are delayed till the confirmation of arrival. Even though we explained all the issues that might arise from booking appointments without having an ETA for the parts to ********************, she demanded to be put on a schedule and faced multiple cancellations. We are glad we could finally complete the repair on 11/2/2023.
  Please understand that we have no say and no control over the time it takes to receive the parts, and even though it doesnt happen often, and this was a unique case, parts do come damaged sometimes, and again, we have no control over that as well.

  
  We understand the frustration, but we cant refund ******************** for services rendered.

  Customer response

  11/19/2023

   
  Complaint: 20818496
  
  I am rejecting this response because:

  This business was very defensive and made it look like it was my fault.  It took over a month to fix my refrigerator.  They offered to come out and diagnose this issue.  It was not an added service.

  There statement of easy as possible scheduling is extremely inaccurate.  They also are committed to being on time, and good customer **********************.  These are lies.  I deserve some compensation. ******* should take their preferred service off their list. It would be nice if a business admitted their promise .  

   

  
  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. ↩