Complaint I contacted this company almost 2 months ago when my oven stopped working. The repairman, who I presume is the owner of the business, was very nice. He explained everything and I paid about $300 for a part for repairs. He told me a day the part would be in the following week. When that day passed and I still hadn't heard from him, I called the company. He then called explaining he would need an assistant to help with lifting the oven and gave another date. He returned to the house but the new part only partially fixed the problem. He explained that the control panel needed to be replaced. Since he said it would have a warranty, I decided to go ahead and proceed with over $600 more in repairs. A new control panel was installed about 2 weeks later. We used the oven once and it stopped working. I contacted the company on a Friday afternoon. On Tuesday, when he still hadn't returned to my house, I called again and was told by the female who answered the phone that they knew he had forgotten 2 customers on Monday - which one was I? He came out and could tell that the new control panel wasn't going to work so ordered another one. When he again did not call about putting the new part it, I mistakenly tried to discuss my frustration with the woman who answers the phone. She quickly offered a trite apology and told me I was just taking my frustration out on her - offering absolutely no help for the situation and making me feel as if I couldn't even call the company about service. Yesterday, when he tried to install yet another defective control panel, I asked about a refund so that we can just get another oven. He told me that I may or may not be able to get a refund - it just depends on whether the manufacturer gives him a refund and that he was frustrated too because it was no longer profitable for him to keep driving out to my house. He told me he would call me in the morning with an answer about the part and I again did not hear from him. Product_Or_Service: oven repair
Desired Settlement I would like the money for the defective part refunded because he never warned me that if this part was defective, I would have to eat the costs. Instead, he told me the part would have a warranty. I also want the Better Business Bureau to inform consumers of the risks they take when working with a company like this, especially if they pay in advance.
Business Response Issue is resolved. It is very regretful that the customer had a negative experience at all. Defective parts unfortunately can sometimes be a reality especially with electronic devices. We believe she is satisfied and will continue to be a customer in the future. Which is the best outcome for any company when a customer has had any type of negative issue.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in The Texas Panhandle. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Amarillo Area Appliance Service & Repair is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.