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Consumer Complaints

BBB Accredited Business since 04/27/2009

Aksarben TV & Digital Services

Phone: (402) 572-8010

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
09/29/2015Problems with Product / Service | Read Complaint Details
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Complaint
After two weeks, three house calls, and several excuses, they were *********** in fixing a refrigerator.
LG Refrigerator/Freezer Issues - ice build up on fan in back. Moisture all around refrigerator doors.

Friday, ***************
****** with Aksarben TV Digital Services, ************, came out with her trainee, **, and took a look at the bottom freezer. Broke away all the ice and determined what parts to order. Said they would be in in a day or two.

Friday, ***********
After several calls to office number with no one answering, I called ******** cell number and I finally got a hold of her and she said the parts came in. Told her we did not want to have to wait over the holiday weekend (*********) to get our freezer fixed. She said she would be out today to fix. Came out and replaced the gaskets (door seals) on both refrigerator doors and the freezer door. Also replaced the fan and motor in the freezer. Said to give her a call to let her know how things are working in a couple of days.

Saturday, ***********
Freezer is not working. Fan/motor is making a loud clanking noise and causing the panel to throw an error code of ER FF. This is also causing the ice maker and water in the refrigerator door not to work. Bottom freezer is not cold at all. There is moisture around the refrigerator doors still. Tried to call office number and ******** cell number, but received voicemail saying the office was closed for the holiday and unable to leave message as the voice mailbox was full.

Tuesday, ***********
Finally got through to ****** after several attempts again to office and cell number. Told her what was going on. She said she needed to look up what that error code meant and would get back to us.

Wednesday, ***********
****** never called us back. I called her and she apologized as she had to have a tooth pulled yesterday. Claims she looked up the code and it is saying that the motor is shorting out and she has to order parts. Hopes the parts will be in today or tomorrow. By 3:30p still have not heard back. Called and had to leave a message again. Voicemail still says they are closed for the holiday.

Since I could not get through to them, called the TV repair side and left a message with someone to have ***, the owner, call me back. Never heard back from him.

Thursday, ***********
I called ******. Parts supposedly were ordered overnight ***** on Tuesday, but they are not in yet. According to ******, tracking says they will be in tomorrow, so we set up a 3:40pm time slot for her to come install them.

Friday, ************
I called ****** at 3pm to make sure parts are in and that she is still coming. She said the parts still have not arrived. So we set up for her to come out tomorrow, Saturday, at 10am.

Saturday, ************
At 10:20 I called ****** to see if she was still coming. She said she is running late. Arrived at 10:55am after texting me at 10:45a that she was pulled over for speeding. Took fridge apart to find that wire had been wrapped around fan. Replaced fan again.

Four hours later, still not working and back to error code ER FF.

Called ****** and requested different repair company to come out.



ADDITIONAL DETAILS:
Case is being handled by another organization: **********************

Desired Settlement
To provide some customer service. Answer their office number, arrive when they say they are to be there, to be honest. Stop with the excuses and get the job done.

Business Response
below are is our internal documentation from the customer.


08:53 *********** ****** - ** refrigerator, 2nd request, frozen in the bottom freezer, ice buildup on the fan. ******** *******
08:53 *********** ****** - Ticket Status changed from unassigned to Appointment set
08:53 *********** ****** - Tech changed from Unassigned to ******
08:53 *********** ****** - SO changed to an on site
08:54 *********** ****** - Appointment with ****** was set for Fri *********** 11:30 by ******
01:46 *********** ****** - Went to customers house. After opening the freezer I noticed the evaporator fan cover was covered in a big layer of ice. The fan never kicked on either even after having the door open a few minutes. Evaporator fan and motor need to be replaced as well as the gasket around the freezer door.
03:06 *********** ****** - Ticket Status changed from Appointment set to Parts On Order
02:46 *********** ****** - Ticket Status changed from Parts On Order to Appointment set
10:29 *********** ****** - Marked Ticket as Completed
10:30 *********** ****** - replaced evap fan and cover, all 3 door gaskets as well. created a great seal and the evap fan was working amazingly. ** did the eval with me on this one
10:18 *********** ****** - Marked Ticket as Billed
10:18 *********** ****** - Marked Ticket as Un-Billed
10:18 *********** ****** - Marked Ticket as Incomplete
10:18 *********** ****** - cx called STATING ER FF ERROR CODE, IT IS SHOWING THIS IS DUE TO A FAULTY FAN, GOT ONE ON ORDER.
10:21 *********** ****** - Ticket Status changed from Re-opened to Parts On Order
03:41 *********** *** - CUSTOMER CALLED IN, WANTED TO SPEAK WITH MANAGER. SENT EMAIL TO ***.
03:05 *********** ****** - Appointment with ****** was set for Fri *********** 03:30 by ******
08:27 *********** ****** - Went on site due to customer complaining of a noise coming from the evaporator area of the unit. Upon disassembling the evap cover I noticed that the evaporator fan had a wire wrapped around the shaft from evaporator fan B. Installed new evaporator fan a verify operation no more noise follow up customer called states that there is no more noise and freezer is cooling as properly. Customer happy job complete
08:28 *********** ****** - Marked Ticket as Completed

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The above account is inaccurate and false. By them ending the statement that the customer is happy is a complete lie! After dealing with this *********** company to fix our problem, we requested a new company that was able to fix our issue within 30 minutes as opposed to 2 weeks. When the new company came out and took apart the refrigerator, he noted that the "new" fan that Aksarben installed was not even plugged in!! And the "new" fan was missing parts. Unbelievable! The new company also arrived in a marked company car and he was dressed professionally and acted professionally as well.

Inconsistencies in the "story" above are as follows:
From their own documentation you can see that the appointment was set for 11:30am on ********* and they arrived 2 hours later at 1:46 in a PERSONAL vehicle. No markings on the car and no uniform on the "employees". Digging for parts in the back seat and trunk of her car. This should have been our first clue. Their trainee, **, was with ****** on this call, not ***** as stated in their "story". This was the one and only time that ** came with her.
After Aksarben installed parts on Friday, *********, the noise was even louder over ********* weekend and we tried all weekend to get a hold of someone. We called first thing Tuesday, ********* morning, not ********* as noted in their "story".
Building frustration mounted as no one was in the office to answer any calls and you couldn't even leave a message as the voicemail box was full. As noted by them, we left a message for the owner, ***, to call and, as noted by them, you see he NEVER returned our call. Great customer service, NOT!!
Also, noted by them, you see an appointment was set up for **********. Never came that day and didn't call. I had to call them!
Aksarben came the next morning on **********, not ****, and tried for the 3rd time to fix the fridge. After they left, within 3 hours the fridge was broke AGAIN! Tried to call, but no answer and voicemail box was full again. So them stating that we called to say there was no more noise and we were happy is completely FALSE!
Customer was NOT happy!


Final Business Response
I don't see what more there is to say or do here. the employee that this customer was interacting with has already had their employment terminated for other reasons and the customer does not seem to be asking for any sort of resolution at this point.

08/10/2015Problems with Product / Service | Read Complaint Details
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Complaint
We have waited a week for a part to fix our washer. When the company put in the part it was the wrong one.
I recently purchased a ******* washer and dryer approximately four months ago. The washer stop working and we contacted the company we bought the washer from, the washer was purchase an extended warranty. That company referred us to ******* because of how recently the washer was purchased. Apparently ******* contracts with Aksarban in ************** to fix warranty claims. It has been 2 weeks and we still have not had our washer fixed. Instead of coming out and looking at the washer the parts were ordered based on a code the washer had. This part was not over nighted and took approximately a week to come in. The service technician came out to our house at 6pm on ****. The tech was scheduled to be there are 10 am. When the new part was installed the washer still didn't work. We were promised that the part the washer now needed would be in and installed by the next morning and the washer would be fixed. The next day we had to follow up with Aksarben and we were told the part was not in and hopefully the following day the washer will be fixed. We have had to initiate all the contact with Aksarben. They have not been able to keep scheduled appointments and they have mislead us on when parts would be in.

Desired Settlement
I want this fixed asap. We have now had to spend time and money at laundry mats.

Business Response
*****,
The below comments are from out internal notes on this customer. Coming out of the gate on this one the call center agent at the manufacturer gave us a wrong part number that took some time to come in. If memory serves on this event part of the challenges that we were faced with included that we were communicating with the husband who was not communicating with the wife. At this point, to the best of our knowledge the customer has been taken care of and is satisfied with our services.
Thank you
-***

p.s. please email me back confirming your receipt of this email.




05:15 *********** ****** - ) Inquiry: ** called in because the unit is showinf 8E error code and
the pump was making noise and the door is close.
2) Resources used: user manual. page 35.
3) Steps taken:
If the washer is displaying 8E, the MEMS sensor will need to be
replaced.
The part number for the MEMS Sensor is ***********

4) Additional comments/Requirements:
5) Outcome: Service.
6) Language: (DR Only) English
7) Symptom Description:
8) *** Parts Needed: The part number for the MEMS Sensor is ***********
****** ******* ( ********** ) ********** 12:29:39
1) Inquiry: ** called in because the unit is showinf 8E error code and
the pump was making noise and the door is close.
2) Resources used: user manual. page 35.
3) Steps taken:
If the washer is displaying 8E, the MEMS sensor will need to be
replaced.
The part number for the MEMS Sensor is ***********

4) Additional comments/Requirements:
5) Outcome: Service.
6) Language: (DR Only) English
7) Symptom Description:
8) *** Parts Needed: The part number for the MEMS Sensor is ***********

05:15 *********** ****** - Ticket Status changed from unassigned to Awaiting Diagnostics
05:15 *********** ****** - Tech changed from Unassigned to ******
10:15 *********** ****** - Ticket Status changed from Awaiting Diagnostics to Parts On Order
10:15 *********** ****** - SO changed to an on site
10:17 *********** ****** - ORDERED PARTS
01:39 *********** *** - Customer Called in for status
11:02 *********** ***** - Ticket Status changed from Parts On Order to Scheduling
11:02 *********** ***** - department was changed from to 210/211
02:10 *********** *** - Called Customer, Left message
02:10 *********** *** - Ticket Status changed from Scheduling to Waiting on CX Response
02:10 *********** *** - Tech changed from ****** to ***
09:09 *********** ****** - Customer Called in for status
09:20 *********** ****** - Appointment with ****** was set for Mon *********** 10:30 by ******
09:21 *********** ****** - Ticket Status changed from Waiting on CX Response to Appointment set
09:21 *********** ****** - Tech changed from *** to ******
08:23 *********** ****** - Ticket Status changed from Appointment set to Parts On Order
12:44 *********** ****** - Customer Called in for status
10:13 *********** ****** - looks like parts have arrived for this one over at ******!!
11:04 *********** ****** - *** Called in for status
12:44 *********** ****** - Ticket Status changed from Parts On Order to Appointment set
12:44 *********** ****** - Appointment with ****** was set for Wed *********** 01:30 by ******
12:51 *********** ***** - ******* called for status
04:41 *********** ****** - Need to send back the sensor because ******* recommended the part number for this in a service bulletin and it is wrong part number. Part number needed is *****************
04:41 *********** ****** - ***********
11:46 *********** *** - Customer Called in for status
09:27 *********** ****** - Tech changed from ****** to ***
10:30 *********** ****** - *** Called in for status
10:30 *********** ****** - cx has called in sot ******* and apparently made it through to office of the president.
10:30 *********** ****** - Ticket Status changed from Appointment set to Purchasing
11:22 *********** ***** - Ticket Status changed from Purchasing to Parts On Order
03:40 *********** ****** - department was changed from 210/211 to 237
11:10 *********** ****** - *** Called in for status
04:48 *********** ****** - call 15 mins ahead of arrival
04:48 *********** ****** - Appointment with *** was set for Wed *********** 02:00 by ******
05:10 *********** ****** - Ticket Status changed from Parts On Order to Appointment set
08:29 *********** ****** - received BBB complaint about our service on this one.
09:15 *********** ****** - *** Called in for status
09:01 *********** ****** - done, working, husband is thrilled, he gets to tell his wife that it is fixed
05:00 *********** ****** - Marked Ticket as Completed
11:21 *********** ****** - Marked Ticket as Billed
________________________________________


03/03/2016Problems with Product / Service

Industry Comparison| Chart

Television & Radio - Service & Repair, Computers - Networks, Computers - Service & Repair, Electric Equipment - Service & Repair, Appliances - Major - Service & Repair, Refrigerators & Freezers - Service & Repair, Dishwashing Machines - Service & Repair, Ranges & Ovens - Service & Repair, Washing Machines & Dryers - Service & Repair, Appliances - Small - Service & Repair

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