ComplaintsforTarheel Appliance Repair, LLC

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty on my Bosch refrigerator from Plaza Appliance, the dealer where I bought the refrigerator. The refrigerator stopped working in early April 2023. I contacted the warranty company, which contracted with Tar Heel Appliance to send a technician. The technician determined three parts needed replacement.Tar Heel has supposedly been ordering the three parts from Bosch since early April. I have called over five times and left voicemails to determine the status of the service order. Tar Heel has not once returned my calls. On two occasions, they texted me about five days later with information that did not address my questions.It has now been over a month that I have had a non functioning refrigerator and I have yet to hear from Tar Heel as to the status of my work order.

  Business response

  05/23/2023

  Our deepest apologies, however part availability from the manufacture is beyond our control. I checked again with several vendors and still no one has it in stock. The manufacture is still stating part is not available to ship yet. I have reached out to your warranty company again updating them of the part situation. They are looking into it to see if they can source parts or if they will look at other accommodations for you. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Tarok at the problemaheel use square upfront payment to come to look at the repair. One visit was paid upfront, and now the part was paid upfront, and it took three months; the installer installed left and said let me know if there is a problem. The machines did not work so we called again three weeks later we needed to see the problem paid them again to come about and solution more parts needed. Due to covid 4, months, suspension not coming in. It has been paid for to order the part they said they could get in 2 weeks. 2 months, no response...no solution, and no service problem solved. Billing started calling and talked to the answering machine no response.Nov since Dec email comes to report to the collection.I will fight this 10 times the invoice andseek justice by attorney. If BBB can solve the problem will appreciate,

  Business response

  03/15/2023

  Please provide invoices that you are questioning. I am not following your complaint. First it states that we took payments upfront but if you are receiving invoices from us then we did not receive any payment upfront, therefore an invoice was sent. Please provide invoices in question so I can better respond. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tarheel Appliance repair came out on a GE warranty claim, they were there all of about 5 minutes, left and told me the part was on back order, I contacted the manufacturer today and they advised me that no part had been ordered for my service ticket. They also ignored me for over a month after multiple voicemails. Tarheel appliance repair is untrustworthy and should not be given anymore business in the ********* and Surrounding area

  Business response

  12/14/2022

  We had advised that the parts were on backorder with GE. We have no control over GE's availability. We checked the local part supply house and they did not have the parts needed at that time. We sent several text updates to the customer advising of still waiting for parts to come in. I apologized that we are in heavy call volume time and that is why we try to send text updates to keep a customer informed.  When we spoke to you last on December 7th we were told you did not want us out and had no faith that we were telling the truth. Since you told us you did not want us to complete repairs, the part order was canceled with GE. You will need to contact GE to have repairs completed. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a new speed queen from Appliance world in *********. The dryer is still under warranty as the issue began within 60 days of use. Appliance world sent out Tarheel appliance. They diagnosed three defective issues with our New dryer- did not leave any type of paperwork with diagnosis. Just a recommendation of replacement. I have called and left 2 voicemail messages and sent text. I know the number receives text as they text me if it was ok to come out earlier than scheduled- and actually replied to my response. So we are not dealing with an automatic texting system. The whole ordeal has been a terrible experience. I have no idea the status and I dont have an operating ****. I would like to have a replacement of this defective product but Appliance world is not standing by their warranty so repair would be my next option. I am filing this complaint to expedite a resolution and also so others will be aware of their unfair customer practices. This has been going on for over 1 month and I am having to use a laundry service due to their lack of response.

  Customer response

  12/05/2022

  I would like tar-heel to communicate  with me to get this machine repaired .
  

  I have bought a very expensive dryer any have been without it fir sometime, i do not  have a loaner nor did they offer to exchange this ****. 

  Its been a horrible experience   

  Business response

  12/06/2022

  We have updated the customer as well as Speed Queen of the part situation. Please see below. 

  Tuesday
  TR
  Tarheel Appliance Repair 05:31 PM
  This is Tarheel Appliance Repair, we just emailed Speed Queen back with the part numbers needed. As the motor is showing backordered. If they are able to locate the parts they may send them to you directly for us to come and install them. We will keep you posted. We apgolize for any delays, this is high volume time of the year and we are short staffed.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a brand new refrigerator in April 2022.. Refrigerator was delivered on May 25, 2022 with a dent in the left side door. We contacted the company to inform them of the discrepancy. The company agreed to replace the damaged door We are still waiting to receive the new door. We have inquired about the delay and have been repeatedly told that every door that comes in is damaged!? We are approaching 6 months!

  Business response

  11/15/2022

  Good day,

  We are simply the service company assigned to complete a repair for the dented door. We have apgolize in the delay of parts. But we have no control over the manufacture part availability and it arriving in good condition. We inspect all doors when they arrive. We have seen a large increase in damaged doors being received. We have ordered from different OEM suppliers in attempts to get one that is in good condition for you. This is more of a matter for the manufacture or the store the appliance was purchased from. We do have yet another door on order for you and I am being told 14 business days as of yesterday. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company was contracted by Assurant on behalf of a Lowes Extended Warranty program to repair a washer that was malfunctioning. The first time they came out they misdiagnosed the leaking. They claimed it was a blockage in the drain line despite the fact that the leaked water was nowhere near the drain line. We called Assurant again b/c the problem was not resolved. They sent the company out again as they were the contractor available in our area. They came out again and misdiagnosed the issue again. They claimed it was a cleaning issue despite the fact we repeatedly told them that we had performed all manufacture recommended cleaning multiple times. Assurant has since sent out a different company that has since deemed the washer not repairable and we are in the process of getting a replacement. However, Tarheel is attempting to collect a service charge for the second visit claiming that Assurant denied payment. I have called Assurant twice who have stated that the service was covered under the warranty and Tarheel should not be attempting to charge me. Assurant has attempted to call Tarheel but they are sent to voicemail. I had the same issue when attempting to contact them by phone in the past. I have sent multiple emails to the company to void this charge but they have not done this. They claim they are waiting on a response from Assurant. They have not responded to my last 2 emails and have sent another email request to pay this invoice or incur a late fee. I did not contract service from this company. They need to seek payment from Assurant. Especially given the fact that I would never have chosen them to come out the second time given their inability to properly diagnose the issue on the first visit. At this point, I do not know if this is simply poor business practices or if the company is fraudulently attempting to collect payment from both Assurant and me.

  Business response

  08/10/2022

  We had called Assurant and their representative advised us that if the second visit was still a cleaning issue, they would not cover the service visit. We were simply following policy with our contract with Assurant. The do not cover 100% of service visits depending on the failures and nature of repairs needed. I was told the claim was rejected and after sending your complaint to them, they overturned that. We have canceled the invoice that was sent to you. This matter is resolved, any further questions please contact Assurant. 

  Customer response

  08/11/2022

   
  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. ↩