ComplaintsforSmith Brothers Appliance Repair

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GE dryer broke. Called out Smith Brothers Appliance Repair who operates out of several different names sketchy. The name on our bill is Appliance **************** But anyways, repair guy comes and charges $120 for the service call and parts. Says the parts will be in a few days later. He comes after the weekend again and then informs us he cant work on it because our dryers outlet wasnt working? So we call for an emergency electrician to come to be told that the outlet works fine so now we had to pay the electrician $60 for an emergency visit. We call the repair guy and say its fine so they schedule to come next day. First they schedule for ****. Then change it last minute to ****. I work overnights so I set an alarm for a few minutes before 10. I look outside, the tech is driving away??? Said he was there at 9:30. So I call them and he ACTUALLY comes back. Works on the dryer for maybe 20 minutes and I see that it works. Get charged $386. I do one small load of laundry and it broke within 10 minutes. When you call, theres no one to talk to. They just say theyre dispatchers. I just want my money back and Ill call someone else. Business is a complete scam. Also they didnt even charge the sales tax correctly. Sketchy business all around.

  Business response

  02/07/2023

  The complaint was addressed and resolved.  Per our records the customer was not even charged for the ***********************. 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled an appointment online for Smith Brothers Appliance to come out. On 2/28/2022 the technician came out and was there for a total of 30mins. 10 of the minutes was him talking about current events. I told him that the fridge was leaking out of the water line and the ice maker was not working. I thought the water lines for both the fridge and freezer since water dispenser on the freezer side. he pulled out the fridge and confirmed the water line had a leak (DUH). He said it would cost about $250 to change out about **** inches of plastic water line - took about 10 mins to do that. Seemed horribly expensive for a cheap piece of plastic and relatively no labor. cost on receipt was $268 (thought that was including tax) Then he took out old ice maker and put in a new one in about 2 mins. as he said paying for the labor to repair mine was going to be about 3-4 times more in cost. He defrosted the door section for about 5 mins, told me that was $320 for the part and labor. Thought, my god that is expensive for a small piece of plastic and metal. With the pandemic, what were my choices! found out that I could have got the part for less than $100 and installed it myself as it didn't require any tools - just pull out the old one and put in the new one. Very expensive ****** for this single mother.....hate feeling taken advantage of. The water line stopped working on day 31 (March 31, 2022), called the customer service and was told that they only have a 30 day warranty and that I would have to pay the $120 service call to determine the issue and then he would let me know the labor charge on top of that. Missed by one day and same issue with the water line leaking and not dispensing. HORRIBLE. They should have to come out. The technician even lost the check i gave to him and customer service had to call me a week later to ask for another one. I mailed out right away to them. That is what I get for being nice and doing what was right. They on the other hand DID NOT!

  Business response

  04/01/2022

  We are not sure how customer understood the estimate, but the cost was as follows: icemaker, water line and 2 connectors ****** for all parts, installation labor ****** that includes replacing the icemaker, fixing the water line and defrosting the water dispenser water tube. Per tech the customer was explained that there is no permanent fix for the dispenser problem. The insulation of the freezer door deteriorates with the age, becomes insufficient, which results in water line freezing.  The tech explained that we can defrost the line, it was only a ************* and the issue would reoccur. Per tech customer was fully aware, when agreed to do the job and approved the estimate. Under warranty guidelines, we are not able to offer free service and labor every month to assist the customer with defrost of the frozen dispenser line. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My whirlpool stove stopped working - no heat in any of the elements. Made an appointment on line with Appliance *************** for a diagnostic service call, for a $120 fee.On Jan 29th 2022 a technician came spent about half an hour doing various tests and declared that the control board was at fault. He informed me that the board is no longer available. I need to buy another stove. My stove is about 10 years old and otherwise in perfect shape, so I was reluctant to throw away the stove, trying to find some solution, like marrying it with another one that has a different problem.Yesterday my (genious) friend stopped by and wanted to know what I paid $120 for.Poking around with a tester he discovered that there was only 110 volt coming from the wall outlet. (instead of 230). It took him about 5 minutes to diagnose this. Sure enough. changing the plug solved the issue.The stove works like new.I called Appliance Sevicers and told them that I should get a refund since they totally misdiagnosed my stove. I also suggested that they should train their technicians before sending them out on service calls...Now they want me to get a written diagnosis from a licensed electrician (another $200?) and file a complaint.I don't really expect much at this point - just want to register my complaint and warn others. Unfortunately I did not check their reviews in advance. Thanks for looking into this.Sincerely,Laszlo Csepreghy

  Business response

  02/16/2022

  The complaint was addressed. The customer will be refunded ****** service fee

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear customer service Bureau, July 2021, I called the local Whirpool regarding my icemaker doe not making ice despite having cold water. I have been back in forth between the office in ***** with their technician. I have paid for ppart replacement and I was asked to send my invoice the the office which I did back in November. After recieveiving my invoice, the technician came and told me the he need to order another part. In December I called since I didi not hear from the technician, and asked to talked the their suppervisor but the office sent the original technician back and replace another part for which I paid again. I called the technician 48 hours after the most recent part has replacement to let him know that the icemaker has still not working but he never returned my call. I just need help to either fix the issue on hand or return my money since my issue never resolved. My icemaker has not been working despite having cold water from the fridge. Any help will be greatly appreciated Thanks in advance for your help Regards,******************************************** ***************************************** *********************

  Business response

  01/28/2022

  The complaint was addressed. The return visit of the tech to diagnose the issie with the new installed icemaker was set up. Customer was explained all the detailes of repair, parts replaced and futher actions. The customer has warranty on installed equipment, and if the tech will determine that new icemaker is faulty, it will be replaced under warranty free of charge. 

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible company, they were called out to repair an oven that stopped working after using the self cleaning feature. After the diagnosis the technician advised he would need to check availability on parts. After waiting two weeks with no call from the office we reached out. They made up some excuse that the technician was now on vacation and couldnt be reached. After 4-5 different calls reaching out to the office we had no luck. They would always take our number, say someone would call back and thats as far as it went.It is now over a month later - they were called out on 6/17/21 it is now 7/23/21 with no word on if this appliance can even be repaired. I have been on hold for 30mins trying to reach a manager at this point, save yourself the trouble and find someone more reliable.

  Business response

  07/24/2021

  ************ is our repeat customer. We ************************ a dishwasher prior to the oven appointment and customer had no issues with the quality of provided service.

  The challenge with the oven repair that main control board is discontinued by the manufacturer. The customer was advised by the tech that part is no longer availablle, however the tech promised to look into it, and see if he can find the part from an online vendor, since it was not available trough authorized parts distributors. No guarantee was given to ************ that we wouldl be able to make the repair. The tech was not able toi find the part, and the custolmer was informed that we would not be able to complete the repair. The manager did return the call, and left 2 voice messages on 2 phone numbers provided by the customer. As a ********************** company, not much can be done, if manufacturer discontinues the parts for older appliances.

• Initial Complaint

  05/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had a leaky washing machine. This company, operating under Appliance **************** sent a technician out on 8/14/2020. The technician determined he needed to order a new door gasket and explained it would take up to 2 weeks. I gave them a $120 deposit via check. Never heard back. Called them in October and they advised they were still waiting for the part. Due to the pandemic I knew there were significant manufacturing delays so I waited patiently and gave them ample time. No contact was received at all. Turns out I can get the part sent to me within 2 days. I was suspicious I had been scammed. Called last week to request a refund of the deposit. They asked me for a copy of the invoice and told me a manager would call back within 24 hours. I emailed the invoice, then never heard back from them.

  Business response

  05/17/2021

  Our branch for Philladelphia location is closed because of the pandemic, and we no longer provide service there.  We left voice message to the customer that we are ready to issue ****** refund, since we are not able to compete the repair on the washer. The custolmer will recieve the check from the company for 120.00

*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. ↩