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BBB Accredited Business since
Phone: (847) 255-5680 Fax: (847) 670-1230 PO Box 640, Mount Prospect, IL 60056
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A BBB Accredited Business since
BBB has determined that Suburban Service Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Kenneth Sabey, President Ms. Candy Sabey
Appliances-Major-Service & Repair Appliances - Major - Parts & Supplies Appliance Repair and Maintenance (NAICS: 811412)
Products & Services
This company offers all major appliance service. (washers, dryers, disposals, dishwashers,ranges)
PO Box 640
Mount Prospect, IL 60056 (847) 255-5680
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Complaint Trends - Last 3 Years
Customer Review Trends
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||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Called on October 8. Technician **** came out on October 9 to diagnose and charged us $300 check. He had to order part and came out on October 14 to repair. One hour after he left he called back saying he didn't think the freon he put in was working and came out on October 15 to put in different freon. Today, October 15 the freezer does not seem to be working. He mentioned something about the freezer door not properly sealing right before he left on October 15 but did not fix that. Not certain if the freezer itself is the problem or the door sealing issue but our freezer is NOT fixed if the door is not sealing. Very upset as we paid $650 and he did not fix the problem. If he cannot fix we want our $650 back. We have been without a freezer for a week and have no idea when it will be properly fixed. We have five children Sincerely, ***** ** ******** XXX-XXX-XXXX
Desired Settlement: REFUND OR COMPLETE REPAIR.
Business Response: Initial Business Response /* (1000, 8, 2014/10/27) */ Despite our not finding the original complaint notification, Suburban Service HAD been in contact with ************ regarding his Freezer. Saturday October 18th Suburban Service's direct contact whereby the agreed upon amount was of $500.00 to be sent to customer Monday October 20th. As was complied; The result of the conversation was as there had been one part souldered within the unit, check number ***** was sent and has been since cashed for the amount of $500.00 as of October 22nd, 2014. To the best of our knowledge the cashing of the check we took to mean all is well as we have not heard of any other issues as of today. Hoping despite the delay in contacting you the BBB, once we are aware of any concerns of any customer it is especially important to us to make the situation good. As we have been in Business over 62 years now, customer service is what we strive for. Should there be anything else we should do, please let us know, as we would expect. I am sorry the customer had not notified you the BBB of the resolution to this issue. Initial Consumer Rebuttal /* (3000, 10, 2014/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Original text from **** the repairmen stated that he would refund $650. In phone conversation he only wanted to pay $500 because of cost of part. I was concerned check from **** could bounce so I asked *** if he could send $500 upfront, with what I thought was the understanding that an additional $150 was to be sent later. Repairman originally said he could repair for $650 and as stated above, in text to me said he would refund full $650. Sincerely, ************** Final Business Response /* (4000, 12, 2014/10/29) */ Suburban Service, Inc was surprised to hear****** was not in agreement with the check for $500.00 mailed and subsequently cashed; when it was thought to have been what the conversation Saturday 10/18/2014 had concluded. After seeing this response from the BBB; Suburban Service Office immediately called both the Technician AND****** to ascertain whatever miscommunication there obviously seemed to be due to a reported TEXT MESSAGE between Tech and Customer.. It would seem such that the customer****** in this case should have gone directly to Suburban Service Office immediately, rather than handling any questions and concerns with the Technician IF he were to be displeased with either the conversation or attempted resolution. Had this been the case it would have already been resloved. It was only on Saturday October 18th, 2014 the Office was made aware of this situation after having****** call finally the office as Suburban Service had NOT received any notification prior from either****** or the BBB (found within the e-mails.) It was on the 18th that Both****** and *** had appeared to have agreed upon $500.00. We are not real sure as to why****** believed a separate check would be sent for $150.00, however as soon as we became aware THIS is what****** understood a check is being issed for this final refund now assumed paid in full. Had it not been for indirect dealings with Suburban Service Office, and Text Messages not relayed to said Office this never would have happened. The said Text Messaging had gone between the Tech and Customer.... Simply put, if a consumer has ANY questions CALL immediately. Thank is WHY Suburban Service, Inc maintains Office Personnel rather than being unstaffed, for direct communication purposes. Suburban Service, Inc HAS the Office PHONE NUMBER on the Invoices, not to mention it was initally called upon for service, therefore it is what Suburban would expect, rather than needing any third party. There is something to be said for DIRECT and OPEN COMMUNICATION.