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:10/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 10/16/2024 my husband called to give our credit card to Logans so my parents could get their ice maker fixed on 10/17/24. they said he would get a text or a call with the amount BEFORE our card was charged. That never happened, but we were fine. Saturday the tech returned because he did not turn something on and they still had no ice. Monday there was ANOTHER charge to our card for $147.28. I called my parents who had no idea what as going on, the tech installed a filter for them while he was there but they were given no quote, no receipt, and Logans had no permission to charge our card again. My mother called Logans and was basically told tough luck, I called and the lady that answered was apologetic and the owner **** ***** called my mother back and told her to have us call and we would be fully refunded. 10/23/24 my husband called and all they would offer was a $67 refund. We still have no receipt and they had no permission to charge our card $147.28 for a refrigerator filter. I am also filling a complaint with our credit card company.

  

  Business Response

  Date: 11/04/2024

  We went out to do service on a refrigerator for customers that were very pleasant to deal with. Our technician went out and found that the water filter needed a replacement,  he spoke with the people there and they were agreeable to the repair, so he fixed it.  The call taker was not given clear instructions to call the daughter with what we found, in fact we were not given any other phones numbers to call other than the customers.  We then started receiving multiple phone calls complaining about the charges and found out that the daughter was not agreeable to the repair.  Again, we had no mention of any permission was needed from the daughter until this point, we had no prior address or phone number of the daughter either.  Had they called after the first charges were done, we would have known about the communication error.  Our service manager spoke with the daughters husband who agreed to pay a discounted amount for the filter we replaced, so we gave them a partial refund.  We will refund the rest of the charges to her because of the miscommunication.

  Customer Answer

  Date: 11/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like them to destroy my card number as they do not need, and we will do service with them again.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/06/2024

  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’m writing to complain about Logan Master Appliance services. I thought they had a good reputation. I was very disappointed. On Tuesday, December 26, 2023 a repairman examined my oven. He said I needed two parts and one had to be ordered. The part I ordered was a thermostat. It was going to take some time to get it. I received a call from Logan Master Appliance saying it would take 6 weeks to get the part. I waited and then called Logan Master Appliance on Wednesday January 31, 2024. I wanted to know when the part would be in stock. I’ve waited 2 months to have my oven repaired. The part was due to arrive on Saturday, February 24, 2024. I waited until Wednesday, February 28, 2024 and called back to Logan Master Appliance. I spoke with Alan and was transferred to the Parts Department. I was told by the Parts Manager that the part did not come in. He doesn’t know when the part will be in. I told him to cancel my order. I seem to be getting the run-around

  

  Business Response

  Date: 03/18/2024

  We were not trying to give ****** the run around, the part was simply not available.  What she needed was a clock which contained the thermostat.  We tried all of our part distributors and no one had one.  We ordered it and yes, we were told it was headed our way on the 2/24/24 date that was referred to in her complaint.  It did not come in.  In fact it did show up about the day she filed this complaint, so we contacted her personally to say the part was here finally.  She did not want the repair.  We do not manufacture parts and can only do our best in getting them from the multiple sources we use.  The frustration is totally understandable, it is what we deal with every day with part distributors.  It is why we use multiple warehouses all over the United States to fill the needs of our customers as best we can.

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My 88 year old mother (who has COPD) called for service on window unit air-conditioner that was working except for it would not turn off unless unplugged. After Logan came out on 8/1/23 to service the air-conditioner unit, it no longer works at all. She was told that it was a computer board issue and that they would need to order the part and charge her some $300 plus dollars to order and install the new part to which she agreed. She had no idea that she would be without any air-conditioning at all after they left her home. She was contacted on the morning of 8/2/23 by Logan to inform her that the part for the air-conditioning unit they intended to order for her no longer exists and that she would be charged $177.00 for the 8/1/23 service call that resulted in her not having any air-conditioning at all. So essentially they deprived her of the much needed air-conditioning she already had before they showed up and left her without any air-conditioning and charged her $177.00 which they need to either immediately refund to her or restore the air-conditioning she previously had before they (Logan) showed up for service.,

  

  Business Response

  Date: 08/08/2023

  Mr ****,

  Your parents have been customers of ours since1993 and we have had a great relationship with them.  In fact, the AC we went out to work on was purchased from us in 2007.  The complaint we received was that the unit was erratic and would turn off and on, so not working properly.  Our tech came out and tested it, it was erratic for him as well.  The board tested bad, he gave her the estimate and she paid the service call which is $105.00 plus tax.  She requested for us to come back to recheck, which we would do at no charge but both times you cancelled.  It is true that they no longer make the board for the 2007 unit.  Since ****** has been such a good customer we would be glad to return her service call fee to her.

  Customer Answer

  Date: 08/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Please refund the $105 service fee.  She has found another company to fix her AC.
  
  Sincerely,
  
  ****** **** On Behalf Of ****** **** ****

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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 called Logan on 15 March 2023 at 1121 about service on a chest freezer. The representative I spoke to, when discussing price, informed me that there was a $105.00 minimum charge for repair. When the service tech came out to my home on 17 March at or about 1015, he charged me $105.00 for a service call and explained to me that a part had to be ordered and he would return at a later time to install the part. This will cost an additional $75.00 for the part along with $80.00 for labor. The information I was given on the phone was misleading, as the representative did not inform me that the minimum $105.00 was strictly for the service call. The phrase "service call" was never mentioned. This led me to believe that the minimum $105 would go toward parts and service. I called shortly after the tech departed and spoke to a representative that was dismissive of my complaint. The representative would not answer the question I asked about the difference between a "minimum charge" and a "service call." I did inform the representative of what my next steps would be since they were dismissive of my complaint, which would include contacting the BBB, leaving a Google review, and possibly filing a complaint with the Ohio AG office. This was to give the business one more opportunity to work with me on this without having to turn to outside resources. The representative further dismissed my complaint, stated "do not threaten us," and hung up. My desired resolution is for me to be charged the difference between the "minimum charge" and the cost for parts and labor, as this is what I was led to believe I would be paying in the first place.

  

  Business Response

  Date: 04/04/2023

  Mr ******,

  I am sorry that someone in the office called the service call fee the minimum fee.  The service call is to come out, diagnose the problem and give you an estimate for repair.  The are a few times that the repair is easy and we can complete the call for that fee.  In your case, parts need to be ordered and there is a labor fee to put it on.  You were not promised a repair for the minimum fee as we cannot know what we will run into when we get there.  It is standard in many businesses to have the service call, initial fee, trip charge, or minimum fee no matter how you want to word it. The estimate to repair or the difference between the minimum fee and repair is what you were given.

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: Apparently this business can say whatever they want and I’m expected to know what is standard. I was not in fact charged the difference between the minimum service fee and the actual repair, I was charged the minimum service fee PLUS the cost of the repair. NOTHING was mentioned about a service call fee. Also, to refute the business’s claim about what is standard, many of their competitors speak up front about the cost of a fee for a service call, and offer to deduct it from the repair cost if they do the work. Unfortunately, I went with this company based on a recommendation, which I find later is about the only business in this field, in the Dayton area, that doesn’t offer this courtesy. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/05/2023

  Mr ******,

  We are sorry you reject our response.  Let's be clear, you are questioning words and your assumptions about them.  We told you we were sorry she used the words minimum fee,  but we also have the recorded call where she told you parts and labor would be in addition to the fee.  You have only paid the minimum fee/service call fee.

  Customer Answer

  Date: 04/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: I don’t believe you. Send me the recording.  
  
  Sincerely,
  
  ******* ******