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Class Appliance Center, Inc.

Phone: (727) 585-8853Fax: (727) 581-6398

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
02/05/2016Problems with Product / Service | Read Complaint Details
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Complaint
Class Appliance Center manager is extremely rude and service technicians are clueless.
Class Appliance Center sent a technician to my house to look at my refrigerator as requested by Samsung. I called Samsung to let them know that my refrigerator is running extremely loud, loud enough that I cannot hear my television in the other room over the noise. The technician that came out had no idea what he was doing and had to keep calling people for advice. He finally left stating nothing was wrong with my refrigerator and that the noise is completely normal. I called Samsung to complain and a manager at Samsung advised me to record the noise and call back so they could hear it; I did this the same week. Samsung agreed there is something wrong and stated a compressor and hose need to be replaced and they would order the parts and send a technician out to install them. The technician came out and once again had no idea what was going on with the refrigerator and told me it is normal. The technician was careless and dropped tools on my laminate flooring, causing a dent in my flooring. The next day, I called the manager of Class Appliance and he was extremely rude and offered no help. The manager called me a liar and said Samsung lied to me about ordering parts and that my refrigerator is fine and the noise it makes is completely normal. I will never again purchase Samsung appliances or allow Class Appliances to work on anything in my house. Class Appliances is full of untrained technicians that will cause you nothing but trouble; I cannot get my refrigerator fixed now because they keep stating it is normal and refuse to replace any parts. The manager is extremely rude and does not care for the customer.

Desired Settlement
We would like our refrigerator parts replaced (compressor and hose) as was stated would be done by Samsung. We would also appreciate an apology for the way we have been treated by the technicians and the manager of Class Appliance.

Business Response
This response was provided verbally to BBB:

We apologize for any confusion that the customer has had.

Unfortunately, we cannot perform the repair that the customer has requested because it has not been authorized by Samsung. Should the customer receive approval for the repair from Samsung, we are happy to help.

10/15/2014Billing / Collection Issues | Read Complaint Details
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Complaint
they overcharged me 71.00 based on what I was told when I hired them. They have since changed the deceitful wording on their web site
ON their web site on and on the phone they stated their service call fee for coming to the house was 79.00 if we chose to do the repair that fee would be absorbed into the repair price which is a normal practice from other companies I have had to do repairs. The repairman reconnected a wire which had come off on the control panel of my washing machine. It took him about 3 minutes and then he told me it would be 79.00 for the service call and 80.00 for the repair for a total of $150.00 (not my fault he cant add) I argued with him about that stating that it should be $80.00 based on their web site and what we were advised on the phone and the repairman told me that only applied if we had to buy a part, then they would discount the part, which was never mentioned. I paid the bill and later complained to the manager, who called me and left a rambling phone message that made no sense at all. he stated that had I paid the $79.00 in advance of the visit to my home , it would then have been applied to the cost of the repair. I was never given an opportunity to do such a thing. They keep changing their story. Since I complained they have taken that wording off their web site, which to me confirms it was completely misleading. I am requesting a refund of the $71.00 I was overcharged This service was on September X XXXX on my ******* washing machine model wf331anw/xaa the account number is XXXXXXX ticket number XXXXXX tech was ****

Desired Settlement
refund the 71.00 I was overcharged

Business Response
I HAD SENT AN EMAIL LAST FRI 9/26/14 FOR THE CUSTOMER TO CALL ME BUT SHE HADN'T RESPONDED. I ALSO LEFT A MESSAGE WITH HER HUSBAND YESTERDAY 10/1/14 BUT SHE STILL HAS NOT RESPONDED. I WILL JUST REFUND THE CUSTOMER THE $71 THAT SHE DESIRES. AS FAR AS WITH THE PRICING ON THE SERVICE, IT IS CLEAR ON THE WEBSITE AND THERE CERTAINLY IS NO MISREPRESENTATION. WE HAVE HAD A LONG STANDING GREAT REPUTATION IN THE AREA FOR THE LAST 36 YEARS AND INTEND TO KEEP IT THAT WAY.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I got a check for the $71.00 that he overcharged me.. He has since changed the wording on the website regarding how much customers will be charged so this will not happen to other people.

12/23/2015Problems with Product / Service | Read Complaint Details
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Complaint
Poor quality of repair, almost seems like this shop takes advantage of extended warranties to make an extra service call and charges for parts.
Once the repair ( or so called repair) was done a small test of the washer was done. After the tech left within 5 minutes I tested the washer again and it was worse than before he showed up. I called the office immediaqtly and spoke to a "TINY" who admentally refused to send another tech back out to correct the waqsher but never even offered another day. I contacted Lowes immediatly, told them of the problem , then to find out more parts were ordered, (NOTHING WAS EVER MENTIONED). I did inform Lowes that due to all the problems and the trouble this company caused they were no longer allowed to come out. I also was able to spk to the service manager , who authorized a "buy back" for the entire machine since it was still under warranty.
Not only has this company wasted my time, wasted the warranty repair money, but seems like they were also taking advantage of the extended warranty at Lowes.
Lowes is also reviewing the possibility of having them removed from their vendor list.
As I informed this Tony at the shop that I would be telling all neighbors what happened and never to use them.

Desired Settlement
Once the repair ( or so called repair) was done a small test of the washer was done. After the tech left within 5 minutes I tested the washer again and it was worse than before he showed up. I called the office immediaqtly and spoke to a "TINY" who admentally refused to send another tech back out to correct the waqsher but never even offered another day. I contacted Lowes immediately, told them of the problem , then to find out more parts were ordered, (NOTHING WAS EVER MENTIONED). I did inform Lowes that due to all the problems and the trouble this company caused they were no longer allowed to come out. I also was able to spk to the service manager , who authorized a "buy back" for the entire machine since it was still under warranty.
Not only has this company wasted my time, wasted the warranty repair money, but seems like they were also taking advantage of the extended warranty at Lowes.
Lowes is also reviewing the possibility of having them removed from their vendor list.
As I informed this Tony at the shop that I would be telling all neighbors what happened and never to use them.

Business Response
Contact Name and Title: Tony ******, V.P.
Contact Phone: XXX-XXX-XXXX
Contact Email: ****@classappliance.com
Mr. Mark's washer repair was a major repair. The tech had to move his washer into the kitchen to work on it because there was not enough work space. The tech worked on the unit for almost 2 hours replacing the clutch and dampers. The tech hoped that the noise was dissappear but apparently it didn't. Mr. ***** called and demanded the tech come back out that evening. Of course I spoke to the tech and he knew he needed to order some additional parts and it did not make sense for him to return without the parts. I alerted Mr. ***** but he was very unreasonable and very threatening. I advised him that he would need to speak to Lowes, there was nothing else we could do for him at that point other than ordering the parts and coming back out to repair this unit. He even demanded a new machine. He did speak to Lowes Executive Dept. and they offered him a buyout. He can get a new machine now. On our end, Class did nothing wrong here but tried our best to take care of a very unreasonable customer. I did speak to my Lowes regional service manager and our contract is still intact. We have done nothing wrong here. Sometimes we can repair a unit very quickly and sometimes we are faced with a real tricky repair. We have been in business for over 37 years and always try to give our customer the best service possible. I am sorry that Class and Mr. ***** were not able to come to a formidable solution but I am happy that Lowes did offer him the buyout so he can get a new unit.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The tech was fully aware that he had to move the washer, that's just common sense. As far as the repair, it was worse after he did the "so called repair" and Class refused to send him back to correct the issue. There was no threatening with the call as they state, the job was left undone and they refused to correct it. As far as what they call a "major repair" they are the ones who diagnosed it and if it was too big for them they should have stated that . Again this company they should not be allowed to serve as a Lowes repair service and I am still working with Lowes to have them removed. This seems to be the same as the other comnplaints are a mirror image of the same issues.
The total experience should have never happened and Class will never be allowed back out, even if for free

Final Business Response
Today, Dec 16, 2015 I tried calling Mr. ***** and he would not speak to me. I explained that we had serviced appliances for Mr. ***** since 2012 and this is the first time we have had an issue. He mentioned that he wanted the tech back out that night. I told him I spoke with the tech and he had said that there was nothing more he could do that night so it did not make sense to go back. Mr. ***** hung up the telephone on me. As per the original conversation, the tech did have some more service calls to finish that evening but he knew what additional part he needed for Mr. *****' service call and would be back out with the part when we received it. We would have over nighted it, pretty much do what we had to do to take care of the job and make him happy. Mr. ***** was really only interested in the tech returning but was not listening to what I had to say. Unfortunately today, he just hung up the phone. I am trying hard to resolve the matter but it seems like a lost cause. We have been in business for 37 years and we truly are respectful and try to do the very best for all our customers. We will learn and grow from this experience and hope a situation like this never repeats itself. We would love to be in business for another 37 years.
Tony ******, General Manager

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