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:21/01/2025

  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.

  On Nov.17.2024, Totem Appliance repaired my gas range by replacing the Convection fan and Oven Sensor, covered under their 90-day warranty. Despite these repairs that cost more than $500, the same issue persists, which is "unevenly baked" and the convection fan still doesn't work. Totem acknowledges the replaced parts are under warranty but claims additional partsthe Main PCB and Bake/Broil Igniterare needed to resolve the issue, which will be an additional cost of around $700. They have asked for more money to replace these parts, even though the original problem remains unresolved during the warranty period or refund my money. I believe the company should address the unresolved issue without additional charges, as it falls within the scope of the initial repair and warranty.after reaching out to manager, they just offered %15 discount to solve the issue, which is not professional.

  Business Response

  Date: 21/01/2025

  Hello, we had added our escalation file regarding this matter. 

  Thank you for your continued correspondence regarding your service call and repair on your LG range. We appreciate the opportunity to clarify the situation further.
  As stated previously, the repairs completed during the October service callreplacing the convection motor and oven temperature sensorwere necessary to address the issues identified at that time. These parts, along with the associated labor and dispatch fee, are covered under our 90-day warranty. Should there be any defects or malfunctions with these specific components within the warranty period, we remain fully committed to replacing them at no additional cost.
  It is important to note that during the initial diagnosis, our technician also identified an issue with the Bake/Broil Igniter. While it was functioning at the time, the technician recommended replacing it due to its condition. This recommendation was declined, which we believe may have contributed to the additional issues identified in the follow-up visit.
  The subsequent need for the Main PCB and the Bake/Broil Igniter was not apparent until the original repairs were completed. These new repairs and their associated costs fall outside the scope of the warranty provided for the initial service.
  To demonstrate goodwill and assist in resolving this matter, we have extended a 15% discount on the Main PCB and Bake/Broil Igniter and waived the $22.00 freight charge. This reflects a fair effort to address the situation while standing by the quality of our previous work.
  Regarding your request for a refund, we must respectfully decline, as the initial repairs were completed correctly and in accordance with the diagnosis at the time.
  We remain committed to ensuring customer satisfaction and maintaining the integrity of our services. If you wish to proceed with the additional repairs under the revised estimate, we would be happy to assist. Please let us know how you would like to move forward.

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22836392
  
  I am rejecting this response because:

  Thank you for your response and for reviewing my concerns. I appreciate the clarification regarding the initial repairs and warranty coverage. However, I would like to address the following points:

  Incomplete Repairs & Warranty Coverage:
  The primary issue I reported was uneven baking, and the technician diagnosed the convection fan as the likely cause. Despite replacing the fan, it never worked, meaning the repair did not resolve the problem.
  Since I reported this within the three-month warranty period, the ongoing issue with the fan should be covered under the warranty, rather than requiring additional paid repairs.
  

  Lack of Full Diagnosis & Cost Transparency:
  If the technician was uncertain whether the initial repairs would fully resolve the issue, he should have informed me at the time and provided a full cost estimate upfront. Mention that the technician was confident in his diagnosis and assured that purchasing the recommended parts would resolve the issue, ensuring the appliance would function properly for at least the three-month warranty period.
  
  Had I known that the total repair cost would exceed $1,200including the Main PCB and Bake/Broil IgniterI would have opted to purchase a new stove instead of proceeding with partial repairs.
  

  Request for Resolution:
  The fact that the convection fan still does not work, despite being replaced, indicates that the initial repair was either incomplete or misdiagnosed. Given that I raised this issue within the warranty period, I request that Totem resolve the problem at no additional cost.
  If Totem is unable to do so, I believe a refund of the initial repair costs is a fair resolution, as the initial service did not fix the issue I originally reported.
  I appreciate your willingness to work towards a resolution and look forward to your response.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/02/2025

  Hello,
  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify the situation and work towards a resolution.
  Regarding your concerns:

  
  Initial Repair & Warranty Coverage
  The convection fan was replaced as per the initial diagnosis, and the appliance functioned for a month after the repair.
  As part of our warranty policy, the fan and sensor are covered, and if they are found to be defective, we will replace them at no charge.

  
  Diagnosis & Recommended Repairs
  During our initial visit, we advised that the broil ignitor should also be replaced, but this recommendation was declined.
  While the convection fan was a contributing factor, other componentssuch as the ignitor and main PCBcan also impact the appliances performance. Unfortunately, without replacing all recommended parts, we cannot guarantee full resolution of the issue.

  
  Cost Transparency & Repair Decisions
  The costs associated with additional repairs were not included in the initial estimate because they were not deemed necessary at the time.
  Our goal is to provide customers with cost-effective repair options, and we always inform them of necessary repairs while allowing them to decide how to proceed.

  
  Proposed Resolution:
  Since the convection fan and sensor are under warranty, we are happy to inspect and replace them at no charge if needed.
  However, the broil ignitor and Main PCB, which was recommended but declined, remains a necessary repair to fully resolve the issue.
  If you wish to proceed with the additional repairs, we can provide a quote for the remaining components.

  
  Please let us know how youd like to proceed, and wed be happy to assist further.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 22836392
  
  I am rejecting this response because:

  Thank you for your response and for reviewing my concerns. I appreciate the clarification regarding the initial repairs and warranty coverage. However, I would like to address the following points:
  Incomplete Repairs & Warranty Coverage:
  The primary issue I reported was uneven baking, and the technician diagnosed the convection fan as the likely cause. Despite replacing the fan, it never worked, meaning the repair did not resolve the problem.
  Since I reported this within the three-month warranty period, the ongoing issue with the fan should be covered under the warranty, rather than requiring additional paid repairs.
  Lack of Full Diagnosis & Cost Transparency:
  If the technician was uncertain whether the initial repairs would fully resolve the issue, he should have informed me at the time and provided a full cost estimate upfront.
  Had I known that the total repair cost would exceed $1,200including the Main PCB and Bake/Broil IgniterI would have opted to purchase a new stove instead of proceeding with partial repairs.

  Mention that the technician was confident in his diagnosis and assured that purchasing the recommended parts would resolve the issue, ensuring the appliance would function properly for at least the three-month warranty period.
  
  Request for Resolution:
  The fact that the convection fan still does not work, despite being replaced, indicates that the initial repair was either incomplete or misdiagnosed. Given that I raised this issue within the warranty period, I request that Totem resolve the problem at no additional cost.
  If Totem is unable to do so, I believe a refund of the initial repair costs is a fair resolution, as the initial service did not fix the issue I originally reported.
  I appreciate your willingness to work towards a resolution and look forward to your response.
  Best regards,
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/02/2025

  Hello,
  We are happy to replace the fan under warranty; however, as we've discussed in previous conversations, this will not resolve the issue. While we will not be replacing the main board and ignitor at no charge, we have offered a discount to assist with completing the repair. Additionally, we will not be issuing a refund.

  
  Thank you.

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22836392
  
  I am rejecting this response because:

  Thank you for your response. However, I must reject this proposed solution, as it does not address the core issue.
  It is now evident that replacing the convection fan did not resolve the problem, which clearly indicates a misdiagnosis by your technician. The failure to recognize the need for a motherboard replacement at the time of service resulted in an incomplete and ineffective repair. Had I been informed of the full extent of the necessary repairs and costs upfront, I would have opted to replace the stove rather than proceed with a partial fix.
  Given these circumstances, I expect the issue to be fully resolved at no additional cost or, alternatively, a full refund for the unsuccessful repair. I appreciate your prompt attention to this matter and look forward to your resolution.
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:21/09/2022

  Type:Product 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.

  Called this company to do two appliance repairs. It took them 5 minutes to fix the washer dryer button that had broke. Then they looked at the microwave and could not duplicate the problem, it was working fine so did no work on it. They charged me $250 for the five mins work on the W/d which I'm totally ok with, but they charged me ANOTHER $150 to do nothing to the microwave. I Called the office and talked to the management and they would not refund the fee for the microwave despite the fact that they were over paid for the w/d considering there was so little work to do on it. I WOULD NOT USE THESE GUYS AGAIN AND RECOMMEND AVOIDING BIG COMPANIES THAT CANNOT MAKE COMMON SENSE OUT OF THEIR BILLING PRACTICES. They said that the callout fee was relevant to both. I told them considering they made so much profit on the first call they should just refund the call out fee on the second call because they were already there anyways and there was nothing to do.

  Customer Answer

  Date: 04/10/2022

  The answer is September 16, 2022
  

  Business Response

  Date: 04/10/2022

  Good afternoon, After closely reviewing your file for both the ****** Review and this, our response is the same. I listened the calls at time of
  booking where you agreed to our service charge and our second appliance rate.
  
  You were charged our minimum charge for the Dryer Repair, plus the
  costs of parts. We did not charge any additional labour for working on the
  dryer due to the simplicity of the repair.
  
  As for your Microwave we charged our second appliance rate of
  $119.00, we do charge this diagnostic fee even if we determine there is no
  fault with the appliance. We however honour this fee for 90 days: if the unit
  fails again it the time frame we will repair it for the cost of labour and
  parts.
  
  Our rates are not based on time in the home, they are based on our
  costs of doing business. Which we must cover in order to be sustainable in our
  market.

   

  I see Troy had originally offered you a 15% discount on the diagnostics of the microwave in a sign of good faith and you responded with "if you don't want to refund me my money fine. I'll just give you a bad review online" and then the call ended.

   

  If you would like I would be more than happy to honour the deal offered by Troy to close off this escalation. 

  
  
  I have attached the copy of the repairs as well as both phone conversations
  you had at time of booking agreeing to the charges.