ComplaintsforColumbus Appliances and Parts

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service Provider: Columbus Appliance & Parts Property Management: Beacon Properties 12/24/2022 @ 10:54AM - Submitted a service rqst w/ property management 12/27/2022 @ 3:04PM - Property management called to follow-up and confirm receipt 12/29/2022 @ 10:49AM - Service provider called to schedule for Monday, January 2, 2023 01/02/2023 @ - Service provider called and stated that their worker is sick and they will call me back in a couple of days to reschedule 01/02/2023 @ 3:05PM - Called Property management and explained my appliance is not working properly and can not be used 01/03/2023 @ 1:05PM - Service provider called back and scheduled a next day appointment (thought the worker was sick?) 01/04/2023 @ 12:14PM - Service provider called from outside my residence and stated, "I just wanted to make sure you were home. I'm out here. I'm gonna' finish my cigarette first and then I'll be in to check your dishwasher" (Following please see the series of events) 1. Service provider came in and immediately listened to my concerns and started the dishwasher 2. I explained how the dishwasher has not worked properly since we moved in (Oct. 2022) 3. Service provided stated, "This unit is about 15-20 years old...features will not work the same as a modern unit" 4. I explained that as a tenant paying over $2000/mo. all amenities should be in good working order with no issues 5. Service provider tried to convince me that a broken unit was actually working normal (Heater doesn't heat up to standard and the dishwasher repeatedly doesn't run full cycle and holds water for days) 6. Service provider ran the dishwasher for a new cycle and went outside to smoke (on property) as the cycle ran 7. Service provider finished the call and stated, "I will let them know what I found." 8. I asked if he was going to suggest a new unit can it be "black" to match our stove 9. Service provider reported, "Nothing wrong...Tenant just wants new black dishwasher." The unit is BROKE STILL. see videos

  Business response

  01/24/2023

  To whom it may concern : Our tech was out and did not find anything wrong with the dishwasher , while our tech was there the tenant keep saying I would like to have a black dishwasher to match the other black appliances .When our tech came back to the shop and told us we sent over a report to Beacon Property Management .A few days later we received a call back stating that the dishwasher was not working again and that the Owner was gonna  just replace the dishwasher . We offered to come back out then and we reached out to the company when we received the complaint yesterday and was told that the owner had taken care of the issue and just replaced it with a new one . When the property Manager called us the second time and told us they were just going to replace we did issue a refund for the service call . So to my understanding the issue had been resolved please let me know if we need to do anything else to resolve the issue . Thanks ***

  Customer response

  01/24/2023

  I accept the business's response to resolve this complaint contingent upon me having to submit videos to prove the vendor was not on the up and up.  The property manager also stated that they have received a few complaints from this business and most likely won't be using them going forward unless absolutely necessary.  

  My complaint included several levels of bad service and yet again the business chose to point fingers instead of taking accountability and/or responding to each claim.  I consider this matter closed and will never recommend or use this business in the future.  Thank you BBB of Ohio for your assistance.  

  I accept the business' response to resolve this complaint.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came out & looked at my disposal & dishwasher on their initial call. The disposal did not need their attention, I just needed to turn the key as usual because it was jammed. They stated the dishwasher that has been barely used would need a new pump. They didn’t call back, I had to track them down to get them to order the part weeks after not hearing anything. Then they returned, the guy who came out to fix the pump fiddled around with the disposal at what I believe was my mom’s request since I was ill & not in the same room. I heard him say something to her that he did not know what was wrong & I may need new everything. He left my home after that comment, and whatever he did caused a leak under my sink. The company made assumptions that I was avoiding payment when I clearly told them from day one they needed to text me due to cell service issues, the lady working the phones was also told that after they never showed to their appointment because their call never entered as missed & they poorly communicated with one another. I have been ill & had a hectic week, it hadn’t even been a week when they reached me & stated I was avoiding paying them. I asked them to take a look at what they did, & they said they’d send the same tech. I asked them very nicely to send a different tech because for obvious reasons this technician made me uncomfortable as he shouldn’t have caused a leak and left. The guy on the phone told me all he heard was I didn’t want to pay my bill and he didn’t believe me because I should have called him sooner (not even a week…mom of 5 who works full time). Then I clarified & reminded him the phone situation I already told him about, and he kept talking over me and accusing me of wanting to avoid laying. I stated I wanted a different guy, He told me to prove they touched my disposal or pay him. I asked if that’s how he does business, I simply want another tech and he said he’d send someone to ripout the pump & leave the leak

  Business response

  10/14/2022

  To whom it may concern:
  

  Our company received a complaint from ****** ******* # ******** 

  First our company does not service garbage disposal. The original service call was for a dishwasher not working . Our Tech who has 30 plus years experience went out and diagnosed the problem with her dishwasher and told her it needed a pump she was completely ok with it and our tech **** told her we would have to order the pump and she said ok, so we ordered the pump and when it came ,we reached out to ****** when her part came in and set up a time to come back out and install the pump. Our tech left her house without collecting the payment. When he got back to the store we asked did you collect and he said no give her a call to collect payment . I called ****** and she did not answer so I left a message and I called 2 or 3 times a day for the next week from our store number and never received a call back and she never picked up .

  On Friday October 7 I called from my cell phone and she finally answered i stated that i was calling from Columbus Appliance and was calling to collect payment for the pump that was installed and the labor. ****** said im not paying you because your tech
  messed up my disposal i tried to talk with her and she just kept getting louder and over talking I ,so i gave the phone to the owner and he tried to reason with her and she kept yelling and saying i am not paying .Ali told her i can send **** back out and look to see what is going on and she said no send another tech out i explained to her that he was the only tech i had and she was yelling no i won't let him in i said then you need to pay for the part and the labor and she said i will not pay so I asked if i could send **** back out to remove the pump and she said he won't get in and she hung up the phone after saying I will do this and that. ****** also stated she works from home and was in another room when the tech was servicing the dishwasher but in the complaint she states she was ill if she would have expressed she was ill our tech would have never went out to her home.

  ****** also states in the complaint that her mom asked him to look at the disposal .so how can you say we was called to look at it but later say your mom asked **** to look at it. If someone would have messed up the disposal up why wait a week to complain why didnt she call the same day or next day why avoid our calls. ****** also stated that she just needed to turn the key on the disposal so that means something was already wrong with the disposal .
  

  ****** keeps saying mom of five and a single mom ,i don't understand why she keeps saying that we all are moms and dads and have kids that has absolutely nothing to do with her paying the bills. Our company just wants her to pay the amount that is owed for our service, the pump was 84.13 labor 100.00 with tax for a total of 197.94 that would be our desired settlement and we will no longer do business with her.
  
  Thank You

  Customer response

  10/14/2022

   I would simply like it published the way you conduct business.  At no point did I say I was not going to pay, you actually stated to me “all I hear is you don’t want to pay your bill” and I responded I’d happily pay my bill, but I had a leak that began when your technician left that required resolution first.  Then when you stated you’d rip the parts out of my unit if you sent another technician out I realized I was not dealing with a company with integrity since that’s not even legal. The dishwasher still does not clean anyway, whatever you did…I still have a unit that does not work properly.

  I am not sure who is writing this, since you’re mixing up pronouns as you try to act like the lady in the office but you appear to be the male who was only focused as to why I didn’t answer your one voicemail (I was at a doctors appointment, you attacked me on a personal level asking for justification why I didn’t return the one voicemail you left).  I’m busy, newborn, mom of 5.  I put a bucket under my sink and tried not to use it.

   

  Since you also stated to me on the phone call that I had no way of proving you touched the disposal, i foresaw this level of shadiness in your reply.  I very clearly told you I was in the other room, and it was my mom who met your technician.  There is no inconsistency in my story.  In fact, I stated to you on the phone this is why I wanted another tech out since this guy outright said he didn’t know what he was doing and provoked a leak after he touched it.
  

   

  turns out, he just jerked the unit too hard when he was messing with the disposal, it was literally just unscrewed from the top.Had you sent a different tech out he would have fixed that and you would have received payment since I did not yet realize at that time the dishwasher STILL didn’t work. Now I realize you’ve taken part of my money for something you didn’t fix, and you caused damage to my cabinet.  You made it seem like you contacted me for weeks and cell phone records will also reflect you are lying about calling multiple times per day.
  

  but you were too busy grilling your customer and talking over them, insulting them as a human and even outright saying you’d deny you touched things.  The only reason my kids were brought up was because you accused me of not wanting to pay as to why I didn’t answer you within 24 hours

   

  kind of ridiculous behavior, you really should not be BBB accredited.

   

  there is nothing professional about this behavior, and you just accused the wrong customer of lying.  My entire professional role is rooted in objectivity 

   

  my only desire is that it is published the way you treat customers.  
  

  Regards,
  
  ****** *******

*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. ↩