ComplaintsforAAA Appliance Service Center

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/24/24, I contacted AAA about an error code on my wine cooler. I scheduled a service appointment and was clearly informed that the $180 service fee would only become non-refundable if the technician provided a repair estimate. The confirmation PDF (attached) reiterated this.When the technician arrived, he was unable to identify the issue, even after consulting with the manufacturer. He explicitly told my wife that he couldnt diagnose the problem. Yet, despite not providing any diagnosis or repair estimate, he still requested the $180 fee. Confused but wanting to move forward, we paid, intending to resolve the issue with AAA directly.Afterward, we received a PDF labeled estimate_2629001, (attached) which simply noted that parts were unavailable from U-Line, the manufacturer, and that we should contact them ourselves. This is not an estimateits AAA admitting they cannot perform the repair. I reached out to request a refund, as no estimate or diagnosis was provided, clearly within the terms AAA outlined. However, two *** representatives claimed the fee was non-refundable, pointing to my agreement when scheduling.This response is unacceptable. *** failed to meet their own terms by not providing an estimate, and the fee should be refunded. Anything less is a breach of trust and poor business practice.

  

  Business response

  10/22/2024

  We appreciate the opportunity to respond to this complaint and clarify our position. We have made a good-faith offer to refund the customer despite the fact that we provided the agreed-upon services, which included a diagnostic evaluation of the built-in undercounter beverage refrigerator and a recommendation for maintenance. While we are committed to resolving this matter, we are concerned about the ongoing complaints and online reviews from the customer, which contain statements that misrepresent the facts and the services provided. We respectfully request that the customer refrain from posting further inaccurate claims. If these actions continue, we will need to reconsider our offer to refund and may seek legal counsel to protect our company from defamatory statements.
  
  To clarify the situation, our technician visited the customers home to conduct a thorough evaluation of their built-in undercounter beverage refrigerator. During the assessment, it was determined that the sensors and control board needed to address the error code were no longer available, as these parts had been discontinued by the manufacturer. Unfortunately, this unavailability is beyond our control.
  
  While on site, the technician provided the customers wife with an alternative option: a maintenance cleaning that might potentially resolve the error code. However, this service was declined. The service call fee, which the customer agreed to, was quoted upfront when scheduling the appointment and covered the technician's travel, diagnostic evaluation, and time spent on site.
  
  We have attached photos from the job site for reference. Additionally, if desired, we are happy to provide GPS vehicle tracking records to demonstrate both travel time and the time spent on site. This further supports our claim that the technician completed the service as intended.
  
  As part of our diagnostic process, we identify the necessary parts and assess their availability. In this instance, we did exactly that, and while we understand the customers frustration regarding the unavailable parts, the situation is due to factors outside of our control, as we are not the manufacturer.
  
  We remain committed to resolving this issue fairly and believe our efforts were consistent with industry standards and the terms communicated to the customer when the ********************** was scheduled.
  
  Thank you for considering our response. Please let us know if there is any additional information needed.

  Customer response

  10/22/2024

   
  Complaint: 22455290
  
  I am rejecting this response because:

  I take serious issue with the businesss response here. We have agreed to a resolution via email since submitting my complaint and a refund is being issued. However, the response given here is totally off base.
  

  I have attached my email chain with the company in which I feel the situation is further and completely clarified. 

  I would like this closed because of the refund being issued. But I will not sit here and let them spew nonsense for the public to see. *** failed to meet their own terms by not providing a viable repair option which they themselves would perform. As mentioned in the email, the only thing AAA provided was an educated guess and a recommendation for who else to call. Case in point.

  Own your mistakes and practice good business going forward.
  
  Sincerely,
  
  ******** *****

  

  Business response

  10/23/2024

  We will see to it that the tech's service manager reviews the situation to prevent any situation like this from happening again.

  Customer response

  10/23/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  11/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contact AAA appliance service center to get estimate for refrigerator repair with Emails and photos that I attached, they gave me the price and I agreed and paid half up front, we scheduled appointment with them and technician arrived and right away by checking how the ref looks (exactly the photo that I sent to them) he told me that they didn't give him the right parts and then he called to his boss and asked him how to do this job and told him that it will be more labor involved. I told him that if it will be not what we agreed I am not going to pay and he agreed and left. After few days I contact the company and asked for refund and they partial refund me and kept the $190 for service call, At any point I didn't agree to pay any service call, also why I have to pay if they send tech without the right parts and without the knowledge how to do it, I took day of from my job and they send tech that cant fix it.I want them to finish the job at the price we agreed or refund the money and compensate me with 1 day that I stayed home waiting for they tech to come.

  

  Business response

  12/28/2023

  Thank you for your attention to this matter. Your assistance in addressing the concerns raised by **************** regarding our service center is greatly appreciated. We understand the significance of handling customer issues with fairness and transparency. **** has also initiated a dispute regarding the charges on November 7, 2023, related to the service provided by our company. The email is also being sent to ******* who is the team member who was working with him to try and get warranty coverage and James our CEO for him to be aware of this issue.

  We deeply prioritize customer satisfaction and approach all concerns with utmost seriousness. To streamline the information, we have compiled a comprehensive collection accessible via the ****** Drive Folder labeled "*****************" This contains essential details and documents for your review. If you are unable to access or have issues with any of the documents, please let me know.

  Upon meticulous review of the appointment details and subsequent service, it is evident that our standard policy regarding a service call fee was communicated during the booking process. This fee accounts for the technician's evaluation and diagnosis, a practice aligned with industry standards. The specifics are detailed below for your reference.

  On October 6, 2023, the initial contact between the customer and our company occurred via phone conversation with ********. During this call, our service call fee of $220 was explicitly outlined, emphasizing its relevance should the customer opt out of the repair. This information is crucial when considering the estimate provided. A transcribed recording of this interaction is available in the linked folder.

  Subsequent communications reiterated the customer's belief regarding a specific issue requiring refrigerant. However, concerns arose about the accuracy of the information provided, considering the unfolding events.

  Following an email detailing the service call charge, another representative, *******, reiterated the service call fee for a technician visit. Attached is the email where the customer explicitly agreed to pay for *********************** and sought an estimate based on photos to be provided.

  Continued correspondence led the customer to ******, who highlighted the limitations of diagnosing issues solely through photos. Nevertheless, the customer proceeded to make an online deposit, reporting technical difficulties but ultimately approving the estimate via phone. The recorded conversation is also accessible in the provided file.

  Although parts were preordered in anticipation of service, the technician discovered physical damage, likely from installation or customer handling. Images captured by the technician are included in the ****** Drive folder for your assessment.

  Upon a meticulous on-site diagnosis, it became evident that both the condenser and a filter dryer were required for repair, diverging from the initial information provided by the customer to ******. Additionally, a GPS tracking report detailing the technician's visit on 10/30/2023 is available for your reference.

  Efforts were made to expedite service by exploring potential warranty coverage with the manufacturer, Dacor. Upon refunding the deposit, $180 was retained as a discounted service call fee, as opposed to the originally quoted $220.

  Subsequent interactions, specifically on 11/2/2023, witnessed confrontational behavior from the customer towards our team member, Cate. Despite our commitment to exceptional customer **********************, verbal aggression prompted us to discontinue further assistance. Recordings of these interactions are available as well.

  Enclosed in the ****** Drive folder are relevant documents, including the approved estimate, invoice, and receipts, providing a detailed record of financial transactions. Servicing high-end appliances in this regional context incurs substantial costs, considering the appliance's value at $12,000 and associated expenses.

  Should you require additional recordings or information for a comprehensive review, we are more than happy to provide them upon request.

  We've already issued a refund of $390 to the customer, which exceeds the total amount collected from them. In truth, there remains an outstanding amount owed to us. We kindly request your consideration in preventing any further misuse of our resources.

  For inquiries or additional documentation needs, please reach out to ******************* at ************. Our commitment to resolving this matter promptly and to your satisfaction remains unwavering.

  Thank you for your understanding and support. We eagerly await a swift resolution.

  Warm regards,

  	******************* AAA Appliance Service Center
  	P:************D:************ E:*********************************** ************************************************************ appliance-aaa.com

  Customer response

  12/28/2023

   
  Complaint: 20825322
  
  I am rejecting this response because: After reading this letter I feel sorry for them and how they doing business, also feel sorry for all they clients,

  they spend so much times keep writing lies instead of apology, We all do mistakes but they keep lying,  I want to ask them to provide the recording where I agree to pay service call.

  right now they attached by themself PDF file with they proposal of repair and $1121.56, not service call ! at any point I didn't agree to pay service call and my complaint to BBB and general attorney about that.

  they keep manipulating with lies that they refund me $390 witch exceed the total amount that I paid, also lie. attached file showing they made partial refund and kept the $190.

  The invoice clearly says repairs and total amount of $1121.56, they asked me to pre paid half before the tech is coming, I paid $570 for repair service, not service call.

   

  As now I see them keep trying to lie and manipulate, they schedule tech to come to my address without even asking me, showing they poor management skills, 

  now sure what they are trying to do, but they didn't schedule it with me.

   

   

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

  

  Business response

  01/03/2024

  Good afternoon,

  
  

  I apologize for the delayed response.  Holidays and time off don't make it easy to meet deadlines!

  
  

  I am discussing this with my colleague, *******, as she was working with the manufacturer and him directly to address his issues.  I will get back to you with more information since he sent another message.  All information we are storing regarding his services is being added to that same ****** Drive file that was shared with you previously.

  
  

  Warm Regards,

  
  

  	******************* AAA Appliance Service Center
  	P:************D:************ E:*********************************** 175 ***************, *********, ** 60191 appliance-aaa.com

  Customer response

  01/03/2024

   
  Complaint: 20825322
  
  I am rejecting this response because:

  Again they keep ignore facts and try to manipulate with lies and stories,

  I never agree to pay service call, I agree to pair particular price for the repair.

  They send tech without right details to fix the problem, they spend my time and want me to pay for it.

  Addition to that they sent me text message that technician is going to come on 12/30/2023 and nobody showed up and nobody even called to explain.

  keep providing poor service and try to cover it with lies.  what happened now ? you didn't send message that tech going to come ?

  attached screenshot from phone,
  
  Sincerely,
  
  **************************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 31,2021, The business in question AAA Appliance Service Center made a unauthorized charge to my Debit Card for $178.99. I did not authorize this transaction and no one from there business called me to inform me of this charge. I contacted my bank to dispute this transaction, but the amount had already cleared. I contacted the business to ask why they made this charge. I received via e-mail that this was a charge for service on March 15, 2021 that I hand asked a credit for. This is not true. Further telephone calls (3) to this business to discuss this matter have not been returned. This is why I have turned to you.A history of this transaction. On March 15, 2021 I requested service on my dryer. The service man quoted the repair $357.98. I gave him half down as a deposit on my debit card of $178.99. He returned a week later to complete the repair at that time my wife gave him a check for the balance of $178.99. A few days later the same problem arose. I called an they came out and said I how need a additional motor that would be quite expensive. I told him I would never have gone ahead with the original repair since he apparently did not estimate the original repair properly. I called and asked to speak to the service manager about the issue. I told him I feel like the service man mispresented the repair. He got back to me at a later date and agree to refund me my deposit on March 15, to my debit card of $178.99. I received this credit to my card on April 21, 2021. Now on December 31, 2021 they charge my card again for$178.99. Not authorize!

  

  Business response

  02/15/2022

  Thank you for your patience while I reviewed the account to determine the errors and provide a solution.

  It looks like they paid with a check and a credit card. We did refund them for one of the credit card charges on 4/20/2021.  The check was a duplicate payment that was received on 3/22/2021 after the card was charged on 3/15/2021.  That did leave a remaining balance of $178.99 that was to be paid.  The invoice was left open and past due so at the end of the year the card was run on file by the accounting ********** which is normal practice to close out the year.   

  There is more as well.  It appears that more parts were needed and we have a pending estimate that was never declined or accepted from the customer.  We have notes that we called but the voicemail box was full on 4/9/2021 at 5pm.  We were offering a refund for the labor paid for or free labor and just the cost of the two additional parts needed.  I am showing that the tech notated on 4/9/2021 that he would give a partial refund for the labor for the part that was installed.  If I waive the $270 labor charge and he pays just for the part that was installed that he has plus the travel charge of $148.00 that leaves a $135.00 refund.   We just never got a call back from the customer so it appears the refund was never processed.  This likely created an open ended resolution which left it for the end of the year close out.

  Moreover, I dont have any records of emails or phone calls from the customer regarding this.  I am not sure if he was calling the tech directly, but the company numbers have no record of his call history or recorded calls.  See screenshot of the report below.   The only calls I have on reports are when they scheduled the appointments like on 3/15/2021 when the diagnosis appointment was scheduled.

  For a resolution, we have already submitted a refund of the $135.00 and emailed the customer a receipt.  Furthermore, we are launching a new ***************** ********************* ********** that handles issues like this to make sure that there is a dedicated team that prevents these issues from falling through the cracks amongst other issues to focus on improving the customers overall service experience.  I have attached the signed invoice for the work that we performed and the pending estimate as mentioned above.  Please let us know if we can of any further assistance.   The fastest and easiest way to reach me is via phone, so please dont hesitate to reach out at ************!

  Again, thank you for your patience to allow me to properly address this concern.  Enjoy your day!

  Customer response

  02/22/2022

   
  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,
  
  ***********************

*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. ↩