ComplaintsforRunyon Appliance LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is the second time Runyon has been to our home. First repair was just fine.Second time they came to evaluate a broken door latch on our microwave. OneGuard sent them out to evaluate the broken door latch on our microwave. One small piece was broken but instead of just ordering that one part, they advised it was a structural issue and that the whole door needed to be replaced. The problem was not structural, it was mechanical wear and tear which is covered by our home warranty. Because of how they wrote up the repair order (being greedy) OneGuard denied our repair claim. I believe they engage in unfair business practices. Our claim had been denied and Runyon did not reach out to us to notify us that it had been denied. We appealed the decision to Oneguard and had to call Runyon to see if they could resubmit the repair evaluation and order so Oneguard could cover it. The first person we spoke to was ******. She was rude and argumentative and we were just trying to get our questions answered. We asked for a supervisor and "****" gave us a call back. **** was INSTANTLY RUDE AND VERBALLY COMBATIVE. He just talked over us when we were just trying to get some answers. After being treated like TRASH by both ****** and "******" , ***************** up on us. They BOTH need serious retraining on customer service issues. A class or two on how to handle complaints professionally should help. We will never use Runyon again. We will also be filing a complaint with the Arizona Registrar of Contractors.Hopefully the owner actually reads these complaints. He should know the type of people he hired. We have a choice where to spend our money. It will not be here. EVER.We are requesting an apology for how we were treated. You know where to find us.

  

  Business response

  04/18/2024

  Hello, 

  The reports made to One Guard are not free form they are preset questions to which we answered truthfully and accuratly. As explained multiple times the latch is broken yes, the frame of the door that hold the latch is broeken also and requiers the door to be replaced. This is why the part was requested from your warranty "per their policy" along with photos to document our findings. They agreed with the diagnostic and denied your repair due to doors not being covered by your policy. Unfortunatly everytime we tried to discuss this you would talk over and down to all Runyon and One Guard employess. I have nothing further to assist you with as this claim has been closed with One Guard. 

  Customer response

  04/18/2024

  I knew that my complaint about YOUR customer service issues would get turned around on **.  Victim blaming at its finest.  **** should get a participation medal for this written response.  Thats ok. The registrar of contractors will get our written complaint.  We just wanted to let everyone else know that they are NOT ALONE when they filed the MULTIPLE complaints of poor treatment by your company.  **** YOU had an absolutely terrible attitude when you called us. ******* could tell that you were already ****** off having to return the call from your rep. ******* stand by my assessment of your customer service skills which are POOR.  You could have solved this with a call just apologizing for how the conversation went. *******t appears your company is too *****. I wonder ********************* Runyon thinks about how you treat customers in his name? 

  

  Business response

  04/18/2024

  Thank you for your feedback. I do appolagize you did not like the information provided. I hope you all the best in the future. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was assigned by American Home Shield to fix my microwave. When the representative came to my home he told me I need a part and he would order it and get back to me in up to 5 days. Well WEEKS have gone by with absolutely no contact. They have promised 3 times just today that they would contact me to make an appointment and have failed to do so. This is a dishonest company and they should not be trusted. I get mistakes happen, but I will not tolerate being lied to.

  

  Business response

  02/26/2024

  ******, 

  We ran your call 2/12, ordered parts and checked them in, looks like we have tried to contact you multiple times? If you talked to us anyone of us would have scheduled you. I see this is a transfer vendor, are you thinking of another vendor? not us? I am not really sure how this complaint lines up with all of what our system says? I do applolagize but I will reach out to AHS and have them transfer this vendor again as you are requesting. Sorry for the confusion but we will honor your request. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fridge went out on Friday. I called them and they said Wednesday was the next day available. They call back and changed our time for Wednesday.Wednesday comes, and no one shows. I called them to follow up, and they said the appointment was never scheduled and has someone come out LATE at night. They arrive and diagnose. Then, tell me to keep the unit plugged in.. which is a fire hazard when the compressor and inverter board are not working. They said they would have it fixed in 2 days.No one calls Thursday or Friday, so I call Friday.They said they were waiting on Lowes.I immediately call Lowes. They had approved it the day prior and Runyon was incorrect.I called Runyon, and they basically said they won't do anything.Monday comes around and I call. 45 minutes to wait. ****** answers and then asks me to hold... again...She gets back on the phone clearly shoving food in her mouth. ****** tells me that it will take another week for parts and then they will schedule out. I asked her if it was normal for a customer to have to wait 3 weeks for an emergency.She begins to tell me that it hasn't been that long because they only count from the day they arrived.I told her I understood that is what she counted from, but I counted from the day my food went warm.I told her that her company could do better on the long lead time by getting emergencies scheduled sooner than 5 days after the incident. She then went straight to "I will hang up the phone if you talk to me like that"I was confused by her claim; she clearly wanted to make it sound like I was being rude on the phone so she didn't have to respond to the facts. She refused to allow me to speak to the supervisor saying no one was available.She said she recorded me, so I encouraged the owner to listen to this recording. You have had a fraud working in your establishment for 20 years. This was made clear when I called in and asked the supervisor to listen to the recording.

  

  Business response

  01/22/2024

  ******, 

  I wont get into a long he said, she said type argument. Most of what is wrote here is largely embellished or just not true. We do everything by the guidelines your warranty sets forth. I would advise contacting them because after the last phone call we went ahead and sent your ticket back to them. I would point out that you said you were recording us not the other way around and that you were on your way down to our business location in a threatening manner. This was all reason enough to send this job down the line. I understand the fridge being out is a huge inconvenience, and I hope you get that resolved quickly through Lowes. As always thank you for your feedback, I will make sure to have a team meeting about this. 

  Customer response

  01/24/2024

  The only person that knows what was said was myself and ******.

  I said NOTHING that was disrespectful, I questioned why this takes weeks to get done when another appliance repair center can get it down in 3. 

  I didn't accept her illogical sound bite answer and she couldn't critically think of a logical answer while she chewed her food in my ear, and resorted to dishonest fear, like a victim.

  Yes, I did say I was going to come down and see the dude on the phone, after his idiotic response overcome by ego and no skill in conflict management.
  

  I didn't though, and glad I didn't, because now I know where the mediocrity and victimhood from your employees come from. Your leadership.

  You have a sensitive fraud on your team and you've been made aware, yet I doubt she is far off from her leadership.

  Great rating on BBB by the way ;) Clearly I am the only one that has had this issue LOL.

   Unless you can provide the recording to investigate, I will move forward with a disparagement claim.

  I have the report you submitted to Lowes on me. You made disparaging comments with ZERO facts. 

   

  

  Business response

  01/24/2024

  Thank you for your response. I hope you find resolution with ***** and get all of your issues resolved. We have been in the business for over 30 years, and will continue to use feedback to better ourselves when applicable. As of this time we have not charged you anything and do not owe you anything. All of your work was sent on to another servicer through Lowes. I would advise reaching out to them for anything further. 

  Customer response

  01/25/2024

  You being a business for 30 years clearly means absolutely nothing.

  You're tech misdiagnosed the issue and told us it was a compressor and inverter board

  If he thourughly checked the unit, he would have recognized a leak. 

  Instead you fraudulently told Lowes you need a compressor.

  If you would have done that you would not have fixed the issue. 

  Making it harder on the customer and costing Lowes more money. 

  Since you made such a great effort to call ****** and dishonestly disparage me without facts, I have provided them with all the facts and how you have fraudulently ripped them off intentionally or unintentionally with unskilled uncertified diagnosing technicians. 

  Good Luck thieves!

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a man come to the home and told us what the problem was and that he had to order the parts. This was on Wednesday November 15, 2023. He then said he would be back on Friday November 17, ****. I stayed home all day and he was a no show and no phone call. If he is not going to finish the job, just give me back the money I paid him and I would find another repair company. I do not know how this company is rated 4 and 5 stars. I read the other reviews and the same thing happened to them and there was many reviews like mine. *******

  

  Business response

  11/20/2023

  Hello ******, 

  We ran the call 11/14, sent apporval to your home warranty company 11/14, they approved on 11/16 and ordered the parts. Parts were just delivered 11/20 this morning. I am not sure who told you we would run the call 11/17 but this would have been imossible. We will call you today to schedule the return visit. Thanks for reaching out and checking in. At anytime feel free to call us directly as we can help much quicker that way. Thanks! 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Terrible customer service. Not willing to make things right. They made appointments and rescheduled last minute without consideration 3 times. I had to miss work many times to be here for their appoint choice times and then they had to be changed because of their issues. They lied to my home warranty about why they had to change as they told me and them different reasons. The sent people that couldnt do the job so had to come back for a 4th time. Showed up 6 hours late when was promised to be the first job of the day after all the trouble they had put me through already. It took weeks to get it fixed and they were not considerate of my time and work and hardly sorry.

  

  Business response

  07/13/2023

  Hello ***, 

  I do understand your frustrations, and I apolagize for any inconviences. In our business the time frames are not a perfect science. There are so many variables outside the techs control and they honestly try their best. As for telling your warranty company one thing and you another? I am not sure what you mean by that. The only thing I can see you thinking is about your dryer and washer being stacked, we just follow One Guards policy on that. Anyways I wish you all the best ******* 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Runyon Appliance came to my home to repair my dishwasher. They ordered parts and came back about a week later. The unit was leaking when I tried to use it. They came back out and found they needed another part. They came back out again and i thought it had been fixed. It is not even 2 months from when they came to repair the dishwasher and they are refusing to make the repairs. They want paid to come out again to fix something they didn't fix before.

  

  Business response

  12/10/2022

  Hello,

   

  I will bring a little clarity to the situation, as we advised to you on the phone yesterday you were dispatched to our company through Old Republic Home Protection. All of our work is guarantied for 30 days through ORHP as your contract with them states. 

  We ran the call and completed repairs on your unit 9/21/22. Per your contract you had until 10/21/22 to have us return without having to pay ORHP another service fee. Unfortunately ORHP will make you pay another service fee at this point. Once again as we explained on the phone this is their policy with you, we have no control over this. I am sorry your unit is not working again as we know this can be frustrating. Please place a new work order through ORHP and we would be more than happy to come repair it again.  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/08/22- Unnecessary delay for refrigerator repair causing food loss in refrigerator and freezer. Unacceptable customer service from company unwilling to address unfinished work in timely manner.Company sent technician out three times with no resolution of defrost issue, with issues getting progressively worse after each visit. After third technician appointment, refrigerator is not cooling/freezing at all, resulting in total loss of majority of items in fridge/freezer. Company is unwilling to send anyone until 12/14/22.Recommending home warranty companies to not use this contractor for repairs.

  

  Business response

  12/08/2022

  Hello, 

   

  Your work order was dispatched through American Home Shield. We warranty our work through AHS. We offered to schedule our next soonest appointment to return and attempt to repair your fridge and the date was not acceptable from you. As we advised we could place you on a cancellation list, but that was our soonest. We have techs running 6 days a week trying to cover as much work as possible. This was not acceptable for you. After you made threats of legal action towards our company we called the home warranty company AHS and they advised we will not return to the property as they will transfer your claim to a new service company. Runyon Appliance does not cover any food loss, nor are they required to do so in our contract with AHS. I would advise to check your policy coverage with AHS for any food loss coverage. We operate within the guidelines that your warranty company sets forth and try to get units repaired properly and efficiently. At this point all we can advise is to reach out to AHS as your work order ********* has been re dispatched to another company.  

  Customer response

  12/08/2022

  I am completely aware that AHS has removed Runyon as a contractor, and don't need any explanation or policy reference advice from you.  Additionally, we don't NEED money from Runyon to compensate for the loss resulting from of the incompetence of your services, but at minimum I would like the consumer public and warranty companies to know what to expect if they chose to do business with you.  Your company sent out the same technician on 3 separate occasions, without a completed repair for the issue.  Repair work should have been validated to ensure appliance repair was complete and working as expected. This was not completed on any of the visits.  These actions resulted in unnecessary continuation of appliance issue(s), food loss in refrigerator and freezer.

  You should focus on improving customer service experience and technician competency instead of making excuses and providing unreasonable wait times for continued attempts to repair that ultimately end up costing the consumer MORE.

  

  Business response

  12/09/2022

  We pride ourselves on having great customer service, and core company values. We have provided honest and quality work in the valley for 30 years. We have had relationships with your home warranty companies for over 20+ years. Not all repairs are as smooth and easy as one part change. I apologize that you were delayed on *********** and the tech was not able to get the job done after a couple visits. All I can say is we always try our best and use all the resources around us. We have a high importance on customer satisfaction and that shows by our ****** reviews and our rating with AHS. I wish you all the best in the future. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed with American home shield home warranty who assigned this company to come fix my fridge . It went out the freezer part did not. So I had it scheduled for today for a tech to come fix it. Techs name is NICK. He got here early. I'm working from home today so I could be here. Tech said he'd run some tests. Went out to garage where it is and asked him what he found. He said well it's fine but you have to much food in freezer and that's your problem. He said he called his supervisor and I said I've got to much food? **** said if you get down in food in the freezer it'll fix itself. Bull! So he said we'll send our diagnostic findings to ahs and because it's in the garage it might not be covered. It is! I've read my contract with ahs. No follow up, nothing. Talked to my mom who agreed something didn't seem right and we hired a tech from another outside company to get service. Tech #2 from the other company came and IMMEDIATELY knew the issue. He removed 2 racks in my freezer and bottom bin of food removed the back and said your defroster went out. See picture attached. 551 dollars later we had it fixed. Tech from runyons lied, didn't want to do his job and never diagnosed the issue and costed me more money than had he been honest or said we can't fix it. Ahs never contacted me, and Runyons company is unprofessional, has many complaints of the same thing and the technicians are incompetent. I have the receipt from company #2, and trying to contact THIS company is hard to reach anyone. No voice mail available and it says to call back. Very disappointed and I am asking them to reimburse me because had their technician been honest and did his job I wouldn't have had to go to an outside company and pay 551 dollars to fix this! If you need the receipt to prove i went to another company I can provide that at any time you ask.

  

  Business response

  09/03/2022

  Hello, I have read through this and talked with **** about this job. The freezer was cooling properly, the fridge was out. We are a 2nd vendor sent from AHS your home warranty company. **** spent an hour checking over the unit and advised certain coverage issues may apply through your home warranty as a curtesy to you. He also explained how certain units that are not garage rated struggle in the garage and explained that the unit was jammed full of food and how that effects the air circulation of the unit. He was not able at that time to find an issue relating to a mechanical issue. He advised we would reach out to your warranty company and see how they want us to proceed "which we did and they want to send another company for another opinion" Going outside of you warranty and paying out of pocket is not something that is required nor would we reimburse for. That was a decision you made. We have not charged you anything nor will charge you anything. I am glad you had the unit repaired and it is up and running. We have over 800 reviews online and a rating of 4.3 stars. We strive to do good work, but no one is perfect. We will close out the ticket with AHS and wish you all the best in the future. 

  Customer response

  09/03/2022

  They were the 1st techs to come out. AHS home warranty had assigned another that could not come out. So if that's what they mean by 2nd then ok. But as far as technicians coming to my home they were the 1st. I'm telling you this freezer is not packed.  Even tech #2 that's from another company said it wasn't packed. The technician did not want to do his job.  There's multiple complaints about this company runyons appliance.  Just look at their Google reviews.  See attached pics of my freezer currently.  I'm not pleased on having to pay more money out. They were to do the job and did not do it 

  

  Business response

  09/06/2022

  Hello,

  As discussed we were dispatched from your home warranty and the tech diagnosed the unit to the best of his ability. He believed it was restricted air flow from being loaded up and having a non garage rated unit in the garage. At the end of the day we are contracted by your warranty and they are the ones we report to. The proper course of action would have been to reach back out to them in terms of a second or third opinion. As stated previously we did not and will not charge you anything. Wish you all the best in the future. Thanks for the feedback as we are always improving. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My washing machine broke {Drain Pump} and I spoke to Runyon Appliance and told them the drain pump broke. I called Saturday July 23, 2022. The service man came Monday July 26, 2022 and was here for 30 seconds and told me the drain pump has to be replaced. I told him I spoke to the Owner Saturday and he told me the service man will bring the pump Monday. The service man said no one told him.According to Runyon Appliance the part has to be ordered and it will take seven to ten days. I told them you can buy the part at Lowes. The lady at Runyon said we don't buy from Lowes in nasty voice. I am a 80 year old veteran and my wife died and I am a widower. All I want is for them to fix my washer and I can do my laundry, because the dirty clothes are getting higher in the hamper.Than You ***************************

  

  Business response

  07/27/2022

  ******, 

  We received a work order on Saturday "when we were closed" I called you because I was down here working on other things. I scheduled you for Monday which was our next open business day and squeezed you into a techs already full day just to get this looked at for you. I also said the tech would try and pick up the pump but we did not stock that pump on our trucks. The pump was out of stock at the parts house we use and so I ordered it from another location. The part is due today 7/27 as we discussed NOT 7 to 10 days and you were scheduled for 7/28 for the pump to be installed. This is extremely quick service in this industry and I have done nothing but try to get this fixed for you. We are a good company that does honest work. I have been honest and upfront with you every step of the way. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an extended warranty on our dryer. On May 25, 2022, our dryer stopped producing heat to dry our clothes. We contact the extended warranty company. On June 3, 2022, the tech came out to assess our dryer (under the extended warranty) because the heating element had stopped functioning. The tech stated the part would take 3-5 days to get in after placing the order. Several days later, my husband called inquiring if the part was in and was told yes (after getting the run around from a snarky customer service agent). He then scheduled the repair for June 16, 2022. On June 16, 2022, he received a call that the part was not, in fact, in and that she (the snarky customer service agent) was looking at a different claim ticket at the time. She said the part would be on Friday, June 17, 2022, my husband asked if the repair could take place on June 17, 2022, and the agent said no, she could not inconvenience another customer (I am not entirely sure what that even meant). The agent said a tech could come out on Monday, June 20, 2022, between ****. No tech ever showed on Monday, June 20. 2022. Runyon Appliances never called to reschedule. I call today, Thursday, June 23, 2022; first, I am told the part is not in, I am put on hold and then told she was looking at the wrong claims ticket, and the part was delivered. Then I am put on hold at least five times; a snarky customer service agent returns and has no comment why a tech never came out on Monday. She states they do not have any techs available for this Friday, June 24, 2022, but hopefully, a tech will show up at our residence to repair our dryer on Saturday, June 25, 2022, between ****.

  

  Business response

  06/24/2022

  Hello. 

  Unfortunately the part was on back order with this unit being so new, We have to order parts from approved **************** per your warranty program. We also have had you berating our customer service team demanding things that are out of our control. We know having a broken new appliance is a big deal and we try our best to provide satisfactory service while adhering to guidelines placed by your warranty company. We stated multiple times we can not schedule until we receive the part needed. As a company policy we do not give out the owners phone number. We have followed all guidelines of your warranty program.  

  Customer response

  06/24/2022

  The customer service agent was blatantly confrontational and belligerent towards my husband and me. This "customer service" agent lied to my husband and me. She stated she was looking at the wrong customer claim ticket (on multiple occasions) after telling us our dryer part was delivered; then it was not, and then it was again.

  
  The technician was a no-call no-show. Is that acceptable practice in your profession?

  
  And now you are saying the dryer was "too new," which is why the part was on back order? No one ever informed us the part was on backorder. Does the Runyon Appliance company habitually twist conversations after they occur?

  
  I did not ask for the "owners'" phone number. I asked to speak to a manager and was told there was no manager I could talk with or one that would call me back.

  
  I do not trust this company to repair any appliance in my home efficiently. Therefore, we will take our business elsewhere.Thankfully, Lowes has competent customer service and is a reputable company.

  

  Business response

  06/25/2022

  Unfortunately, 

  All of what was stated is from my response is fact, our office reps here have a very different story in terms of who is abusing whom. Our ladies have stated that you call in screaming and yelling and demanding things that can not be done. At this time we are referring you back to Lowes to have repairs made, We will be closing any work orders on our end. We do not find it to be safe to send our techs back into this environment. We have exhausted all of our resources to try and get this repaired amicably. 

  Customer response

  06/29/2022

  I already canceled our third scheduled repair (with Runyon Appliance) that was supposed to have occurred last Saturday, June 25, 2022 (the first appt. was diagnostic, and the second appt. was a no-call no-show). I already called the Warranty and asked if they could send out another appliance repair company to look at our dryer since Runyon Appliance does not seem to know what they are doing.

  Another appliance repair company came out to assess our dryer. To find out, the service tech from Runyon Appliance completely misdiagnosed our malfunctioning dryer. The tech from Runyon Appliance told us we needed a new timer and heating element. However, this diagnostic was determined without a detailed assessment of the dryer. The Runyon tech turned the dryer on, watched that the timer was not advancing, and put his hand in the dryer to determine it was not warm.

  The service tech from the new appliance repair company did a detailed assessment of the dryer and found the heating element and timer were functional with the device the new ********************** repair tech used to test the components. Therefore the heating element and timer did not need replacing.But, the wires, fuses, and components connected to the heating element and timer required replacement. Had the service tech from Runyon Appliance looked at the back of the dryer, he would have noticed the problem originated from the power cord. But the Runyon Appliance tech did not (a significant oversight missed by Runyon Appliance, which is concerning).

  In conclusion, consumers beware Runyon Appliance is unprofessional, unethical, and lacks a code of conduct. Runyon Appliance may have received an A+ rating from the BBB in 2014, but clearly, it is time for a new evaluation.

  No response is necessary from the Runyon appliance. As I stated in my previous reply, we will take our business elsewhere and have already done so.
  Better Business Bureau Please close this case.

*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. ↩