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:06/10/2024

  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.

  A technician from Appliance Repair by ***** came to my home 3-4 months ago to diagnose power issues with our microwave. ***** determined that several parts were needed for the repair, all combined were more expensive than a full replacement of the microwave. ****** diagnoses / troubleshooting was entered through Service Power on the Invoice Notes Section.The problem we are having is that our warranty company Electrolux does not have access to the Service Power system; therefore, cannot see ****** notes. I believe nothing is being communicated to Electrolux from Service Power. I have called Service Power several times to discuss the issue; however, they will only communicate with technicians with ID numbers. I have called Electrolux warranty number, but the representatives only want to open a new ticket. I have tried to email both companies as well, but they insist on the technician calling them back. I do not feel comfortable using a refurbished microwave (replacing 4+ parts). I fear that the refurbished microwave may catch on fire or cause some other disaster in my home. If the total cost of the repair parts is more that a new microwave, why can I get a replacement in kind? This is extremely frustrating. I understand Service Power is the middle company between the technician and Electrolux, but there is a communication break down somewhere.Can anyone please help us so our microwave can get replaced?

  Business Response

  Date: 06/26/2024

  Hello,

  Our organization has received the statement of problem regarding a warranty job serviced through Electrolux. Please note our organization only provides the software/tool that Electrolux utilizes to manage service events. As we are the vendor to Electrolux we are unable to directly share information with a consumer as this would need to be received directly from Electrolux and/or the servicer who Electrolux has assigned to the job. We have reviewed the details of your inquiries with our organization and would like to encourage you again to reach out to Electrolux and the servicer assigned to the job to have them reach out to our support team. Our organization can then assist on showing the servicer where they need to go to find the necessary notes and details.

  Thank you,

  ServicePower, Inc.

  Business Response

  Date: 06/26/2024

  Hello,

  Hope this finds you well. As stated in our response back to the consumer. Our organization is solely the vendor who provides the software/tool to Electrolux to manage their service events. As we are the vendor and contractually we are unable to provide consumer any information of the service event. We may assist in helping them in the right direction of who to contact or provide phone numbers. In this case we advised the consumer to contact Electrolux and the servicer to provide further clarification. If there is any other information we can provide please let our organization know.

  Thank you,

  ServicePower, Inc.