ComplaintsforA&A Appliances The Appliance Doctors

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  3/13/23 - 7/22/24 I hired the business to fix an ice machine in my refrigerator which was leaking and flooded my kitchen. I paid for a service call and a new ice machine. It failed and my kitchen flooded again. I was told it was a faulty water line and paid a plumber $750 to put in a new one. The Appliance Doctor put in a second ice maker which also failed. The problem continues. I have turned the water off in the kitchen because water pours into the freezer. I called today and was told there is nothing more they can do. However, if I would pay for another $337.51 service call, they would only come out to look at it again. They hung up on me.

  Business response

  07/23/2024

  Dear *** ******** We started service on your Liebherr refrigerator on 3/13/23. You paid $337.51 and paid another $740.35 on 4/20/23. Since those dates I have counted at least 15 visits (at the minimum) that my technicians have come out to make adjustments to your unit. Again, you have not paid since early last year when you were given a 6 month warranty that expired in October of 2023. Out of good faith, we have been sending technicians, but we have also informed you that your issue seems to be due to a manufacturer defect. Considering we are not the manufacturer, we should not be held liable to come for monthly (unpaid) adjustments especially when the parts we've repaired are working; your defective unit is the issue. We have put in many hours of labor, supplied hundreds of dollars of parts and have done hours of research, all for which we did not charge you. It is now a year and half after your first visit and we still have been attempting to help you. We unfortunately, will not be issuing a refund and would suggest you contact ******** moving forward as we do repairs and will continue to repair as we see fit; but a defective unit will continue to present problems unless replaced by the manufacturer. 

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Dear Appliance Doctor,
  First, I appreciate your good-faith efforts to address my issue. I am not disputing your technicians'time and effort. Your start date is correct, but the number of service calls seems inflated.

  My record indicates                                                                                       

  3/13/23, 4/19/23, 6/13/23, 6/28/23, 10/5/23, a new water line was run for $750 on 11/4/23 as per technician instructions, 11/14/23, 12,29/23, and 1/17/23. I took time off work to be available for many of the calls.

  I am unsure about the hundreds of dollars of parts. I purchased the first ice maker for $740.35. When it failed, I was told it was under warranty. Replacement took several months because your warehouse ordered the wrong ice maker.

  I have had at least three maybe four - technicians. I was told to turn the ice maker off to stop the water from pouring into the freezer. The freezer froze into a solid block of ice. The refrigerator was turned off for days so it could melt. I lost food.When the ice tray froze in the bin, I supplied the technician with my steamer to release it.
  You should be aware that one technician reeked of marijuana. Another technician erroneously identified a s**** head in the freezer as a drainage value. I asked ***** and he told me the information was incorrect. ***** was always patient and respectful.
  Your operator, ******** (?),was helpful and understanding. When I called on 7/22/24 and asked to speak with you, a different operator cut me off and hung up. Hence, my complaint to the BBB.

  I contacted the manufacturer. They did a remote diagnosis and stated the unit is operating properly. They believe the issue is the water valve. On multiple occasions, I asked if it was the value and was assured the value was functioning properly. If ******** is correct, the problem was misdiagnosed from the beginning. For this reason, I am asking for a refund.
  I have used your company several times over the years. This is the first time I experienced an issue of this magnitude. I am hesitant to pay for another service charge. I hope we can settle with a partial refund. I still have the problem, no water in my kitchen,and I need to call another company for service.
  I hope we can work something out. I look forward to your response.

  
  Thank you,
  *******************************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  07/30/2024

  Dear ******* and BBB,

   

  Thank you for your response. The water valve was replaced twice; once on 4/19/23 and again on 4/25/23 when the issue still continued (both times by *****). There is no way that the water valve was the issue the entire time when it was replaced early on in this repair. Had that been the issue, we would not be having the same issue a year later. We again, are sticking with the fact this unit is defective.

  Did ******** come out to assess the unit or did they give their diagnosis over the phone? If you could provide us with the receipt/invoice from *********s visit detailing the water valve to be the issue, we will issue a refund of $300. 

  Please advise. 

  Best,

  ***** ****

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Attached is the report from the authorized ******** service provider. Would you please reopen the case so I can forward this report to the Appliance Doctor? They have offered to return a small portion of the money I paid them.

  
  

  Thank you, 

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

  
  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  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. ↩