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BBB Accredited Business since
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Lake Appliance Repair provides affordable quality service and repair on most makes and models of major home appliances.
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A BBB Accredited Business since
BBB has determined that Lake Appliance Repair 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.
Factors that raised the rating for Lake Appliance Repair include:
- Length of time business has been operating
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||5|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Electronics and Appliance Repair
4244 South Market Court, Suite D, Sacramento CA 95834
Phone Number: (916) 999-2041
Fax Number: (916) 921-7279
The number is 45035.
Type of Entity
Business ManagementMr. Scott McConnell, President Mrs. Krystle McConnell, General Manager
Appliances - Major - Service & Repair
Hours of Operation
|M||:||7:00 AM - 5:00 PM|
|T||:||7:00 AM - 6:00 PM|
|W||:||7:00 AM - 6:00 PM|
|Th||:||7:00 AM - 6:00 PM|
|F||:||7:00 AM - 5:00 PM|
|S||:||9:00 AM - 3:00 PM|
Refund and Exchange PolicyYou will receive a 90 day warranty on parts we provide and install, 90 day warranty on our labor, and we will honor any estimate for 90 days.
Service AreaYolo, Placer, Sacramento, El Dorado counties and surrounding areas.
Alternate Business NamesFolsom Lake Appliance, Inc.
Products & Services
We can repair your dishwasher, refrigerator, freezer, ice maker, microwave, wine cooler, washer, dryer, oven, stove, range, and more! Brands include Amana, Thermador, Bosch, Jenn-Air, DCS, Fisher & Paykel, LG Electronics, Sub Zero, Viking, and more!
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
8146 Greenback Lane Ste 102
Fair Oaks, CA 95628 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (916) 989-1220(Phone)
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|
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.
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.
Read Complaint Details
Complaint: I paid $89.99 for Lake Appliance to repair my dryer. After two visits, Lake Appliance was unsure which parts they were to replace in order to fix the dryer successfully. Prior to the date of the actual repair, I received a call from the owner stating that they were going to replace two parts as a method of "throwing everything at it", and stated that if doing so does not fix the issue, then they may have to give up on this dryer. I told him I understood, after all it is a very wonky issue. Since the owner expressed the parts may not fix the issue, I contacted the manufacture of the dryer to have them make a warranty exception and cover the cost. Lake Appliance repair, replaced 2 parts and billed the manufacture. The day after the repair I emailed Lake Appliance to request that they refund the $89.99 that I paid, since I got the dryer under warranty. They declined. I emailed back, and stated my case, which prompted a call from the owner. After a 10 minute into the conversation, the owner accused me of extorting him because I said I will state my case to the BBB, and share my experience on yelp. He then told me he would no longer do business with me. The day after my conversation with the owner (Laundry day), I used my dryer and on the 3rd load the issue came back. The dryer powered off, within 30 seconds of starting the 3rd load. So I am still having an intermittent issue with my dryer (after running for about an hour or so, the dryer will stop unexpectedly).Because I told him I would take this to the BBB, the owner is accusing me of extortion, said he will no longer do business with me. Yet my dryer is still broken after paying to have it fixed and after the manufacture paid to have it fixed. The owner also accused me of extortion PUBLICLY on Yelp. His refusal to do business with me and public insult has precluded him from honoring the 90 day guarantee on the repair for which I paid. But after him insulting me publicly I no longer want his company at my home again.
Desired Settlement: Since Lake Appliance has expressed they will no longer do business with me and insulted me with accusations of extortion, he has rescinded the 90 day guarantee. Since the dryer is still having the issue which they predicted it may, I think it is fair they at least refund the $89.99 which was the cost of the repair AND the guarantee, both of which are not completed.I request that the owner remove his accusations from Yelp, that I am extorting him by taking my complaint to the BBB
****** ****** called Lake Appliance Repair on 12/29/2014 because his ** dryer was not starting. We sent our technician **** to ******'s residence on 12/31/2014. **** found that there was a problem with the main power control board as he noticed the dryer shutting down after one minute of running. **** quoted the customer parts and labor and instructed the customer to test the machine a few more times in case it was just a loose connection that **** was able to repair.
He also instructed the customer to contact ** to potentially get them to provide a one-time only concession for parts and labor as ** typically provides excellent customer service. The customer just paid the $89.95 service charge. On 01/02/2015 the customer called back and approved the repairs to be completed. We indicated that we'd have to order the part and that they were not in stock. On 01/08/2015 the customer called us back after obtaining an authorization from ** for the part and labor to repair the control board as suggested by our technician. This is a savings to the customer of $346.57 that would otherwise not have been done without our company being factory authorized by ** and the suggestion we offered. We care about our customers and this is one way we are able to help. On 1/8/15 when **** arrived back to the customers house to install the power board he realized that the motor had failed. This was not caught at the first appointment because he had an apparent power failure.
Without power and a running machine it wasn't detected by our technician that another part was perhaps at fault. Sadly, we didn't have the motor and had to order and return with the part. On 1/20/15 the motor arrived. When we called the customer to get him back on schedule we were hung up on multiple times. Perhaps there was just a connection issue between the phone lines. We called again on 1/21/15 and the phone rang and rang. After calling again on 1/21/15 we were able to schedule the follow up appointment on 1/27/15. On 1/27/15 **** removed the defective dryer motor and installed a new motor. We tested the operation and found everything to be working as per specs. We never installed a second part; the control board since the unit worked perfectly after the motor was installed. ****** ****** feels we were paid twice because he paid a $89.95 service charge and ** paid their contracted $100 labor. ****** paid for our service charge - something he agreed to pay over the phone upon his initial schedule with our company.
He was quoted $346.57 for parts and labor in which ended up being covered by ** (at a lesser contracted amount). We actaully took a loss in revenue by suggesting this route to ******, but it's what we like to do; save our customers money. We feel ****** is trying to extort money from a small business doing a good job and threaten with negative reviews to get money back. We wouldn't be in business if we folded for every customer who tried taking advantage in that way. We certainly aren't getting rich by repairing appliances. We are an honest company; not installing parts that aren't necessary, saving consumers money in any way we are able, etc. In addition, we had a recorded phone call from the owner and ******. In this phone call the owner, Scott, asked ****** if everything was working. ****** said, "It is working great but why should you get paid twice." We feel the customer is now stating his dryer isn't working in another attempt to get his service charge back.
We warranty our work and have never refused to work for ****** ******. If he is having a problem with his dryer we are happy to see what the issue might be as we stand 100% behind our work. The customer is complaining about our response to his negative Yelp review. We have a right to respond to his accusations about the service we provide. If he doesn't want our comments on a public website, he can delete his review, which would delete our comments simutaneously. Again, I will state - we have NEVER refused to do business with Mr. ****** ****** and we stand behind our decision to keep the $89.95 service charge he is disputing. We provided an excellent service to ****** and he agreed to the charge. We saved him a lot of money and we don't understand how one couldn't see the value we provided for the $89.95. Sorry we were unable to satisfy ****** ****** to his expectations.
I am rejecting this response because:
As you feel about us, we feel there are certainly statements that have been made by you that are completley false. We will not respond to the accusations you bring forth in your complaint; they are simply NOT true. If we were in fact as horrible as you make us sound I can assure you we'd have many more complaints than we have. Consumers would not accept it. We take pride in the service we provide and the business we have built.
Consumer Response: I am rejecting this response because: Case in point, as you can see the business is not acknowledging the initial complaint. They are simply ignoring it. Meanwhile I got the dryer issue resolved. But this goes to show that Lake Appliance Repair will just ignore any claim to their guarantee if they simply choose to by saying "We accept your rejection". My problem is fixed, no thanks to them, case closed, want nothing more to do with these people
Problems with Product/Service
Read Complaint Details
Complaint: Company was called to repair a faulty microwave unit in a microwave oven combo. A tech came and replaced a part, but the oven part stopped functioning We have a 20 year old microwave oven combo unit in which the microwave stopped working few weeks back. We called Lake appliance repair to fix the uwave portion and the tech arrived really soon and on time. After a lot of work, he found the issue on the microwave and replaced a switch for 232 bucks in total (service+labor+parts). This was professional and good work and I had no problem with it. The evening the repair was done, we found that the oven stopped working/the control panel for oven stopped responding. I called the company back the next morning and a tech was sent home this morning to take a look at the new issue. They diagnosed and said that it is a non-fixable issue and that I had to replace the entire unit. When I questioned them on what happened, they said it was a coincidence that the oven went out the same day as the microwave and that they didn't have anything to do with it. They also started questioning whether the oven was broken in the first place and that I mislead them and that the tech didn't do anything with it (if this was the case, I would have swapped the entire unit at once rather than waste 240 bucks on repair and the fact that we have food residue on the oven from usage a day earlier shows that the oven worked fine till the professional touched it). They gave me an analogy of faulty transmission and engine over the phone. Totally unprofessional response and the fact that the second tech who came in didn't even talk to the first tech on what happened, what was repaired and what was touched spoke volumes about their service. Since they broke the oven combo unit, they will need to help in replacing it.
Desired Settlement: 1. Refund of Repair charges for the microwave repair of 232 dollars (I will also file a dispute on my credit card). 2. Need to pay a fair share of the replacement unit. I will pay a small part since the oven unit is pretty old, but they will need to pay a lion's share of the replacement. I don't believe in coincidences of one related unit failing the day a tech touched it and not even sending the same tech who touched it in the first place is not fair game and not professional.
Business' Initial Response