Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim on 4/7/25 about my fridge needing ***air (again) and I was sent a link to choose 3 best days and times. I was still called 4x to schedule an appointment on 4/11/25. The man came in, looked at my fridge and was done in 5 minutes, and told me he needed to order a part. He looked inside my fridge and took pictures but did not submit it with the claim, so I was then harassed by both select home warranty and fixsmart appliance ***air via email and phone calls that they needed me to take additional photos of the fridges location in my kitchen, the model and serial number, and the broken component and email it to select home warranty.Then I asked the customer ********************** *** why the tech collected a service fee when he didnt even put forth information for the claim to be processed entirely and I still had to do the work? I asked to speak to a manager and was told theyd call me back the following day. The supervisor ***eated that they needed a photo, then checked the account again, and decided oops I didnt. Yet, I was still called again by the fixsmart ***air later that day via phone to send the photos yet again (to fixsmart not select). The back and forth between both companies is ridiculous and I shouldnt have to resend info multiple times because they are not communicating information to each other. I didnt get a response to my emailed photos being received, so I called them back on 4/18/25 for an update. I was told theyre still waiting to process my claim even though Ive been without a fridge for 14 days since I submitted the claim.I was told there was no timeframe for the technicians to complete the ***airs, there is no supplement for the wasted food and drink Ive had to throw out, and its an inconvenience to myself and my family with small children that I have nowhere to store my fresh food and leftovers. I am very unimpressed by this companys in professionalism, attitude and my experience overall.

  Business Response

  Date: 05/21/2025

  Good afternoon ******,
  Good morning 
  
  As you may know, Fix Smart Appliance is a subcontractor authorized by your home warranty provider, in this case, Select Home Warranty. We performed a diagnostic on your unit and submitted all the required information, including photos, to your warranty company. Unfortunately, the claim was under review for approximately three weeks before we received any response.
  
  
  It is my understanding that the repair was ultimately not approved for coverage. For further details regarding the denial, we recommend that you contact your warranty provider directly.
  
  
  We understand your frustration and sincerely apologize for the lengthy process, which is beyond the control of Fix Smart Appliance.
  
  
  Sincerely,
  ***** *****

• Initial Complaint

  Date:10/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with choice Home Warranty and filed a claim on 09/04/2022 about my Samsung Microwave having a broken handle and the unit not heating properly. They assigned Fix Smart Appliance make the repairs which they arrived on 09/07/2022. They made the determined the handle was not covered under the warranty and the magnetron was and order it to be installed later. They returned on 09/23/2022 to replace the magnetron and test to make sure it was working correctly. The technician put the microwave back together and left. As I started inspecting the microwave I noticed the sides and the top of the appliance was buckling and the screws was loose. I called Choice Home Warranty informed them and they set Fix Smart Back out. When the technician arrived he started telling me it was already broken before he started working on it and asked if that was the case why he did not informed at that point and time. All he can say is that it was his fault for not telling me. He said he called his boss and they was going to replace the damage part, After 2 weeks went by the company is now telling me they and not going to replace the damages the did.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Dear all,
  
  I hope you are well. We are just the contractors; we received this work order through a warranty company. This company didn't approve the repair because is a cosmetic issue. Costumer now is complaining about that our technician broke this part. We have photos that prove otherwise.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to the above message from Fix Smart, the only part that Choice Warranty didn't approve of was the broken door handle as was stated in my initial complaint. That is not the issue. It is the magnetron that was causing the microwave not to heat properly and had to be replaced. At the time of replacement, the repairman damaged the grill and did not put the microwave back together correctly. This was a new microwave originally installed in our new home and had never been removed prior to Fix Smart removing it. If you look at the original work order from Choice Warranty, it states that the microwave is not heating, and the door handle is loose. It had nothing to do with the grill because it wasn't broken until he took it apart. When the repairman returned, he took a picture of the broken grill and said he was doing this so that is company can order the part. If they look at the photos that was taken it will show two different dates. The repairman when he came back, he had put the cover back on correctly and said he will be back when the grill comes in to install it.
  
  
  Business Response /* (4000, 15, 2022/11/14) */
  Good afternoon. We do not take decisions; it is the warranty company the responsible to decide regarding a repair. We submit the information to CHW for a second time and they didn't approve the repair of the grill neither.
  
  
  Consumer Response /* (4200, 17, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Again, I guess this company just do not read my responses so let's try it again. In my download of what the problem was with CHW it concerned a broken door handle and the microwave not heating. CHW did not approve the broken door handle and paid for the heating problem. The grill was broken when the repairman tried to put the microwave back together after his repair. This is not a CHW issue, it is a problem that Fix Smart Appl made and now do not want to fix their problem. They are the one who broken it, not me and I or CHW should not have to pay for it being fix.
  
  
  Business Response /* (4000, 21, 2022/11/29) */
  Good morning. We stay with our original response. We also apologize for this inconvenience.