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:09/01/2023

  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.

  Telephoned LR appliance Repair to service our kitchen aid 6 year old refrigerator. Repair service person came to our home on 07/12/23. The refrigerator was freezing up with ice under the two produce drawers and into The freezer door. He(******) completed the work in approx one hour and Charged us $496. Parts and &380. Labor plus $38.44 tax. Total ****** which We paid I phoned the company the following day to let them know we had the same problem. He returned and attempted to repair the appliance again The refrigerator continued to have the same problems so agin I called the company and the returned to repair it 07,19 then again I called them on the 29th and again he returned to repair it. I phoned the following day and the women on the telephone was very angry although I told her that I wasnt angry I just needed something done she replied , I dont care if you are angry We have been in business for 30years and havent had this problem. And she Said that she would return my call. She hasnt returned my phone call.I have had to remove ice and water daily will now replace the refrigerator..We depended union that companies expertise and trusted them to be honest We would like a full refund for the fact that they claimed to be able to repair our appliance and did not!Your help in this matter will be greatly appreciated

  

  Business Response

  Date: 09/06/2023

  Dear BBB, all information is correct not at any point neither technician or office representative was angry with the costumer. We had ***** came back multiple times and installed a few different parts, if the problem still exist most likely its not repairable at all! We completely understand Mr or Ms ********* concern and we be gladly discuss a refund options. Our representative contacted a costumer and left a voice massage Waiting for respond. Thank you. 

• Initial Complaint

  Date:11/15/2022

  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.

  In December 2021, LR appliances replaced our ice maker for around $300. In August 2022, it stopped working and the same technician came out and charged $85 to clean the ice maker. Two months later, I had to call 3 times to get an appointment (was told each time they would put me on the schedule but then never heard from anyone). I also sent an email requesting help, that was never answered. Now, on Nov 15 2022, the same tech said the entire thing needs to be replaced for $300, because it is only guaranteed for 90 days. I was not home when the tech came back and without knowing the history, my husband paid for a new ice maker. This lack of accountability for the product or repair work is unacceptable. I am requesting a refund of $300 and they can have the ice maker if they want to come uninstall it. Id like to work with a company with integrity.

  

  Business Response

  Date: 11/23/2022

  Dear BBB, the second time we suggest replace ice maker was way pass warranty time, in between we did come out a few times after warranty and made some adjustments. Last time after almost 6 months pass the warranty we offered costumer just to put a new ice maker since the one we replace a year ago worked intermittently. Husband agreed and approved and we only charge with great discount since it was already replaced  a year ago. A few hour later when wife came back she contacted out company and demanded to remove ice maker and refund $300. With all do respect we refusing to do so, this is not acceptable since her husband agreed approved and was totally fine with the repair.  Again we have 90 days warranty for pat and labor usually those ice maker last a long time, its possible and not very common that this one was bed only after 10 months but at the same time even if we try to return to the factory they wont take it since its been a while sincerely sorry for this problem, we just a middle people we buy a parts and install. Again our warranty 90 days. Thank you. 

  Customer Answer

  Date: 11/23/2022

  I do not accept this as a resolution. Our ice maker was 7 years old and needed to be replaced in December 2021. 8 months later, the same technician comes out and charges $85 to clean the ice maker, which had frost on it. Again, the original ice maker lasted 7 years with no problems, frost and all. We paid the $85 after the work of defrosting the ice maker  was finished. Less than 2 months later the ice maker stops working completely and needs to be replaced after only 9 months in use. Perhaps the ice maker is faulty, or refurbished, but the repair company needs to demand better from their supplier and stand behind  their product. We went 7 years with no issues and have had to have the technician out twice since it was replaced by them, totaling $385 extra cost AFTER the new ice maker. This is unacceptable. This is bad business. Not to mention the deceitful behavior over the phone by both the technician and office manager. This feels like a scam. Clearly others have had the same experience. Integrity is important in business and this is very disappointing. As Ive said before, the ice maker can be removed and returned but we are requesting $300 refund or we will remove the ice maker ourselves, drop it off at the facility and dispute the charge with American Express. 

  

  Business Response

  Date: 11/24/2022

  Dear BBB, when costumer accept our warranty time its mean he understand and agreed that repair will be guarantee that time period, this costumer was yelling at the office just because her husband was fine to replace ice maker after 6 months pass the warranty time, again to come back remove part after home owner approval is not acceptable. Yelling at the office even she is a costumer not acceptable. I can offer final credit of $150 and remove any warranty on the second installation. If wife accept this I can do it November 29 

  Customer Answer

  Date: 12/02/2022

  The technician told me to call the office and speak with the owner. When I called for the owner, I was told I would receive a call back from her. Instead, I received a call back from the same person Id spoken with several times to make appointments, etc. When I asked if she was the owner, the first answer was yes, and when I questioned the person on the phone, she asked if I thought I was the **** This shady, dishonest, disrespectful behavior is not how a reputable business, one associated with the BBB should respond to their customer. As I stated before, the ice maker can be removed but we are not paying $150 for this disaster. I would recommend not instalingl refurbished, faulty equipment and have some integrity, then this wouldnt happen. For the technicians time, fuel etc I would accept a credit of $250. Thank you. 

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is about getting a refund for a deposit. The problem was that I had an error code of ec 24 on my sub zero. So not if the fridge would stop, i called both box appliance and LR appliance repair. LR appliance was able to come out sooner, and on 10/13 a tech came. THe tech after "evaluating" my system said that there was low voltage on the condenser to the fridge and the refrigerant. He said that the crunch was that the fridge was not doing the defrosting properly. But that is not what had caused the ec 24 according to a box appliance person that came out 10/20. I was asked to put down **** (for the condenser and gasket[i needed a new gasket anyway]). I believe when talking to the rep for LR I asked them to cancel the 10/20 (as I somehow believed they were tied and sub contracted by box appliance). This morning after finding out the box appliance (certified tech for sub zero) was coming and talking with them I was forewarned about LR and was suggested to not have them do any work. I have had box fix my sub zero before, and they did a decent job. So I trusted their advice. After hearing that I decided to cancel the appointment from LR and in my anger did express I'd rather lose my deposit than having them s**** up my fridge. But after box came in a did a diagnosis they said everything was working within specs, and the ** ******************************************* time. But he checked out everything and just replaced the gasket. I am willing to pay for the 2 service calls that LR had done, but for the additional items, that was their way to force an unnecessary expensive repair and have you put in a large deposit to force you to go thru with the repair no matter what.

  

  Business Response

  Date: 10/28/2022

  Dear BBB, we contacted this costumer multiple times and he refused to communicate regarding his none refundable deposit for the special order parts. He can contact us any time at ************ thank you. 

  Customer Answer

  Date: 10/28/2022

  I have been in contact with the company via email so that I can have a paper trail of responses. They want to discuss by phone but I would like to go thru email so that again have what they have said and what I have said.   I have proposed a solution to the complaint stating that I would give them money for shipping handling restock fees and return. In there bill under cancellation there is no mention that the deposit is not refundable but incurs the above costs. But they are sticking currently to it being fully non refundable. 

  

  Business Response

  Date: 11/01/2022

  Dear BBB, the issue got resolved directly with the costumer. He told us that he tried to let you know, but apparently, I have to respond first and then he will confirm it. Thank you. 

  Customer Answer

  Date: 11/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the

   

  business in reference to complaint ID ********, we have worked out a equitable solution. The issue has been resolved to my satisfaction. 
  
  Regards,
  
  *************************