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Consumer Complaints

BBB Accredited Business since 01/09/1995

Valley Home Appliance Service Inc

Phone: (613) 834-4369Fax: (613) 837-7819

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
04/20/2016Guarantee / Warranty Issues | Read Complaint Details
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Complaint
Not a good practice for warranty
The company seems to play with the warranty on a component used for a refrigerator repair. The respondent keeps changing her version about the warranty duration going from 90 days to one year only to reject any possible reimbursement.

The service was done on Mar 6, 2015. During this service call, the technician replaces the main circuit board on the refrigerator.

This week the fridge shows signs of default. Because I did not have the service invoice handy, I called a company to check the refrigerator. They found that the main board should be replaced and asked if there is any warranty on it because they usually give 2 years warranty on this part.

I was able to retrace the service company from my credit card payment and called them to check about the warranty on the board and what they say does not seem consistent with the other company.

It is the exactly the same product and they can't tell with clarity what is the real warranty duration on it.

Desired Settlement
replace the part or refund

Business Response
we have arranged a service visit for Mr ******* to inspect and repair the refrigerator, our manufactures **, ********* have all gone three months warranty on all electronic components,
however our invoices show one year parts three months labour standard in industry we had agreed to cover the cost of control board labour was to be paid. Upon arrival our technician found
a different problem refrigerator automatic defrost was not working due to defective defrost sensor in freezer compartment control board still working correctly both sensor and another control
board were replaced as per customer request

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The defrost problem was initially identified by the first company that comes and evaluates the problem... and it was mentioned to the company over the phone before their technician's arrival.

To close this case, I would say the repair has been done. Thank you BBB for your support!

Final Consumer Response

10/18/2013Problems with Product / Service
07/04/2014Problems with Product / Service | Read Complaint Details
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Complaint
Did not fix the freezer they came to fix, the guy ********************* wanted the manual.
On May 12 2 guys came from Valley appliance to fix my dishwasher and fridge that are not working. The one guy fixed the dishwasher, but he spilled water and it went into our basement he never cleaned it up I had to clean it. When I said there is water leaking in the basement he said "oh I only spilled a little bit". BUt at least the dishwasher is fixed. NOW the fridge, the bottom freezer is not freezing the ice machine is not working and it is making a lot of noise. The guy comes in the house looks at the fridge and asks if we have a manual.
He then opened the freezer part and said he can't fix it, he said it was the compressor. He said he would put a rush on the part and have it fixed by this week. It is now Wednesday night and still nothing. I had to call and leave many messages at valley appliance **********************************. I called the extended warranty and they said that ***** had sent a report from Valley. I called back Valley and said we don't have a freezer we don't have a ice machine, we paid $1920.00 for this extended warranty. So the girl said she was a accountant intern that she would call the owner of Valley, she called back and said that they have a report and it says they can't fix it ******************************?? **************************? *******************************************. The bottom line is we are out a freezer lost a lot of food cause of this.

Desired Settlement
Not available

Business Response
From: Valley Home Appliance (****************************)
Sent: June-25-14 1:50 PM
To: *****************
Cc: 'Valley Appliance Repair'
Subject: RESPONSE

To whom it may concern,
I've reviewed the complaint but we were sent there as a third party company to determine the problem
With refrigerator, upon our inspection we had determined that the refrigerator had compressor/seal system issues and it wasn't a repair that we were able to handle!
We immediately communicated this with **************** who would of
handle this with the clients extended warranty company? To take other actions for repairs!
Therefor the complaint should be directed to the people they paid there
Extended warranty to not us!
We did all we could at time with inspecting and reporting it back to ********l!
Regards,

*************
Valley Home Appliance Inc
Authorized Gas Contractors
**********************




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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.