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:07/22/2025

  Type:Order 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.

  I have had a service plan with this company for a year. I requested service on my refrigerator on July 3, 2025. The contractor they hired failed to come to my home to repair my appliances based on contract.
  I have made at least ten phone calls trying to cancel my contract and get a refund getting disconnected by customer service.
  Finally speaking to William the retention manager on Thursday who promised to call me on Saturday in regards to a full refund.
  I never received the call.

  Business Response

  Date: 07/24/2025

  In response to *** ****'s recent complaint regarding the appliance care plan. Our records confirm that a service provider was dispatched to the customer's residence and a issue was indicated by the appliance’s warning light. In accordance with the terms and conditions agreed upon at enrollment, plans do not cover existing problems and refunds are not issued once service has been provided.
  

  Nonetheless, we have processed a full refund to *** **** as a gesture of goodwill, and the plan has been cancelled in line with the terms and condition of the servicing plan.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I spoke to a representative from the escalation department after many calls complaints and emails to corporate i did not receive a call back until today after I contacted your organization. After speaking with escalations they are still trying to bill me $188. So I am paying for ineptness bad customer service and service personnel not showing up

  I also received a call from someone who miss prounced my name and said they will be sending somone this Saturday but i was told they were not open on Saturday. In addition they sent a representative to my home on 6.17 who refused to repair my appliances

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 07/28/2025

  We apologize for the inconvenience and frustration faced, particularly regarding the miscommunication and technician scheduling issues. We value her feedback and recognize the need to strengthen our service to prevent similar situations in the future.

  *** ****’s appliance care plans have been canceled, and there is currently one active Repair and Protect annual servicing plan on her account. According to the terms of the plan, if a cancellation is requested after the initial repair or after the free-look period, a cancellation fee may be applied based on the claims already covered during the year.

  Following the escalation of this issue, the customer confirmed that a technician visited her home and completed a repair last week. We also apologize for the incident on 6/17/2025, when the incorrect service provider was dispatched due to the customer having two different refrigerator brands. We regret the confusion and inconvenience this caused.

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  This company refuses to cancel my service plan as I requested..I am purchasing a new refrigerator because they attempted to replace parts that were not new and my refrigerator has failed stopped cooling again. I have called 5 times and they are giving me the run around..I demand they close my service plan..this is illegal.
  I will not pay anything for cancelling..because they cannot fix my refrigerator and they are not liscenced mechanics. I lost groceries due to them mishandling my refrigerator.

  Business Response

  Date: 07/16/2025

  We sincerely regret
  the frustration and inconvenience you’ve experienced with your refrigerator. We
  value our customers, and your satisfaction remains a top priority.

  After reviewing your
  case in detail, we’ve ensured that the terms of your service plan have been
  thoroughly evaluated. All necessary steps are being taken to address and repair
  the issue with your refrigerator. Our goal has always been to provide an effective
  resolution, and we are confident that the actions taken align with the
  agreed-upon terms.

  We understand how
  important it is to have a fully functioning appliance, and we are committed to
  ensuring your experience with us is positive and resolved to your satisfaction.

  Thank you for allowing us the opportunity to address this matter. We appreciate your patience and understanding as we worked toward a resolution.

  Customer Answer

  Date: 07/20/2025

  I am having a second opinion from a service provider Keepe… The technician is arriving Monday 7/21/25 between 11-2 P. Once the details are presented to me. I can pursue which actions to take. 

  Customer Answer

  Date: 07/24/2025

  Domestic and General will not cancel my service plan.  I had to order a new appliance. I will not pay for a service plan. I no longer have this appliance.

• Initial Complaint

  Date:07/15/2025

  Type:Billing 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.

  Originally called to schedule to get my fridge fixed on June 25th and the lady gave a date that it could not be done through the company they used that was supposed to come. The company stated it would take longer than the date promised to come to my house. Nobody came to my house or anything and I just wanted my original 35$ fee I called to cancel on July 11th. I’ve received no service and was told I could cancel with no charge if it’s within 30days. They charged me 187.05 to cancel for doing no service. I would like a full refund!

  Business Response

  Date: 07/16/2025

  We appreciate you bringing this matter to our attention and sincerely regret the inconvenience you have experienced. After conducting a thorough review, we have confirmed that the service you expected was unfortunately not rendered. We understand how frustrating this situation must have been and apologize for any disruption it may have caused.

  To resolve this issue, we have processed a full refund, which should be credited back to your account shortly, depending on your financial institution's processing times. Please know that we are committed to ensuring your satisfaction and take matters like these seriously. Your feedback is valued and helps us uphold the high standards we strive to deliver.

  Customer Answer

  Date: 07/23/2025

  The company reached out to me via phone call admitting to wrong doing and left a voicemail stating they would send me my refund but have not sent a refund to me yet.

  Business Response

  Date: 07/24/2025

  Thank you for bringing this to our attention. Following up on our previous communication on 7/16/25, we confirm that your refund was processed on 7/21/25. Refunds typically take up to 10 business days to reflect in your account, though this timeline may vary depending on your banking institution.

  
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

  Customer Answer

  Date: 07/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:07/15/2025

  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.

  Refrigerator/freezer became inoperable late Feb; called *********, was offered 1-time service fee OR 1 yr full warranty/replacement for ~$20 more; purchased warranty. Can only use ********* certified techs; local repair is ********** ********* ******* in ******* ** (who were great throughout).
  
  Early March, 1st visit Tech comes, assesses, orders new compressor; returns, installs & appliance works. Ordered new freezer door too due to damage (6-8 week delivery).
  Late May unit inoperable again. Multiple tech trips early June
  Fri June 13 tech's call w/ ********* experts who assign "CONDEMNED"/non-repairable, needs replaced NOTE: ALL tech calls under 1 Service Request (SR) # by Convenient to track all work done on unit.
  Mon 16th called D&G, always busy, so emailed 'condemned appliance' & to id next steps for replacement. No response
  Tues 17th D&G called me; woman 'mngr' said D&G to refund total $ paid thru Feb-June, couldn't do anything else; said only 1 SR # therefore unit was non-repairable "on 1st visit" thus voiding warranty. I explained all of above, & asked my options. Said only 1 option - refund/cancel. I only agreed 'cause it was refund or zero. After D&G cancelled I called Convenient's tech for advice. He said everything done by the book, ********* itself condemned unit, & Convenient uses a single SR to track all work done on an appliance.
  Wed 18th Called Convenient to see if they'd separate SR in 2; can't-all work done correctly by their process, now out of their hands. Added they always give D&G complete SR info. Then called D&G, got another rep; explained it all, 'nothing he could do' as issue was all work was under 1 SR and so by their process the fridge was non-repairable 1st visit-despite Feb-June activity, fridge repaired & working for >2 months, then broke down again. I asked to escalate to a mngr, he said expect a call in 2-3 days. No call or email.
  Fri 20th Call D&G; got 3rd rep; asked for mngr, rep said no and same story above

  Business Response

  Date: 07/16/2025

  We genuinely appreciate the time you’ve taken to express your concerns, and we’re truly sorry to hear about the challenges you’ve faced with your refrigerator/freezer. We understand how frustrating and inconvenient this experience must have been for you.

  From the difficulties with the overheating issue to the additional complications that arose during repairs, we recognize how lengthy and uncertain this process has been. We also understand the distress caused by delays in receiving custom parts, such as the door, which require extended production times. Please know that we take these concerns seriously and deeply regret the considerable time this has required.

  After multiple repair attempts, we understand that the unit was ultimately deemed non-repairable. Per the terms and conditions associated with your plan, our policy outlines that if an appliance cannot be repaired during the initial visit, a full refund is issued. We are committed to honoring this servicing plan.

• Initial Complaint

  Date:07/11/2025

  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.

  I have an extended warranty with domestic general on our ******* *** refrigerator. It stopped functioning completely at the beginning of May (in April I called and told them that we were having some issues) It has not been working at all, since then. The repairman has been out at least 1/2 dozen times trying to fix, still heat spews out spews . I have attached a few of the invoices from local appliancce service company that domestic general uses. Nothing has fixed the problem. It has been over 2 months without a refrigerator. I have medication that needs to be refrigerated! let alone food . The coverage says , "If we cant fix your appliance, we'll replace it for you" enough is enough, I have been more than patient.

  Business Response

  Date: 07/16/2025

  We understand how frustrating it is when an appliance isn’t working and we appreciate your patience. Parts are scheduled to be installed on 7-21-25 to complete the repair. The appliance care plan is a servicing plan, designed to address repairs as a first step. ********* must determine if the unit is non-repairable before we can proceed with a replacement.

  Although recent payment fees were rejected, Domestic & General is still working to repair your unit as a gesture of goodwill. We will remain committed to resolving your issue as soon as possible.

  
  

• Initial Complaint

  Date:07/10/2025

  Type:Order 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.

  Had service plan on 4 appliances. Had repair man out because ********* has defective ice machines. Did not fix it and then replaced it. D & G made me take an additional plan for fridge. Paying $80.50/month total. I was told at the get go the fridge would go back to the normal plan after a year. I called today and the rude person I spoke with said that is not true. I told her to cancel my plans and now she eants to charge me $45.00 to cancel. She was not nice at all and I told her this is not the way to do business. Very unhappy with this company. I only cancelled because they are charging too much money per month.

  Business Response

  Date: 07/14/2025

  We sincerely apologize for any frustration or inconvenience you have experienced with your appliance service plan. Please know that all plans have now been canceled as you requested, and there are no further financial obligations on your accounts. Your records have been fully updated to reflect these changes.

  We understand that aspects of our policies can be confusing. To clarify, the Repair and Protect Plan (Refrigerator) may assess a cancellation fee if you cancel after the initial repair or the end of the free-look period, as described in your terms and conditions. The Appliance Care Plan (3 other plans) does not include a cancellation fee.

  For replacements the terms and conditions for servicing plans require that ********* deems an appliance to be beyond repair before authorizing a replacement. This determination is based on *********** evaluation process, which typically involves multiple repair attempts to confirm that the unit is non-repairable. It is important to review the terms specific to your selected plan for further details regarding replacement eligibility.

  If you have any additional questions or require further assistance, we are here to help. Again, we apologize for any inconvenience.

• Initial Complaint

  Date:07/03/2025

  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.

  As Stated in my review. Since Sept/Nov. of 2024, dishwasher wouldn't work. They sent repair tech. He didn't even ck it and said, you need a new motor. Told us it would be a week at most. Finally end of Dec almost Jan. He came and installed motor. Breaking inside panel lower corner which made Dishwasher leak. Still didn't work. I called again. They sent another tech which said the panel is broken, and ordered another one. Well, now it is July 2nd 2025 and dishwasher was still waiting to be repaired. Mind you this dishwasher was only 2 yrs old. I stopped payment on them. I ordered a new dishwasher and had installed. I called the old warranty company. And asked for a refund which the denied. They are scamming people out of hard earned money. I want my money back and this company to be accountable for their lack of paid service. I am on disability, and was caring for my 95 yr old father in law. I didn't need the extra stress in my life.

  Business Response

  Date: 07/09/2025

  We are truly sorry for the frustration and inconvenience you’ve endured throughout this process. We understand how upsetting it must have been to experience repeated issues with your dishwasher and to feel let down by the service you received. Please know that your concerns are heard, and we deeply regret that we were unable to resolve this to your satisfaction.

  While we appreciate your decision to seek an independent technician for repairs, we do need to highlight that, as outlined in the terms and conditions of the Repair and Protect plan, prior approval is required for such actions. Even so, we reimbursed you in full for the repair in November 2024, as a gesture of goodwill and to demonstrate our commitment to supporting you.

  After the repair, we were not made aware that the unit had stopped working again. If we had been notified, we would have replaced the unit in accordance with the terms of your plan. Unfortunately, with payments being stopped, we are now unable to provide further assistance. Additionally, we must clarify that, per the terms and conditions of the servicing plan, a refund is not possible in this case.

  We deeply regret that this situation has caused you so much frustration. Please know that we are taking steps to improve our processes and communication to prevent similar experiences in the future.

  Customer Answer

  Date: 07/09/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***********

• Initial Complaint

  Date:07/01/2025

  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.

  6-10-25 1-yr Contract agreement to repair/replace ********* Dishwasher reported
  6-18-25 Dishwasher repair person assessed the diswasher and replaced motor. He told me to leave door open to address musty smell. He did not run a full cycle to assess if dishes were properly washed or dried.
  6/17/25 called D&G to report continued issues with musty odor and not drying dishes. Was told I would receive a contact to repair in 24-72 hours. I was advised the ticket was still open
  6/18/25 Called for status update. Asked for escalation to supervisor.
  6/24/25 Called for status update and was told repeat calls would only delay service
  6/24/25 Sent a text to the repair company ****** ********* requesting follow up service call to address musty smell and dishes not drying. No response.
  7/1/25 It has now been 9 days since I filed my request to complete service on my dishwasher and I have not as yet heard from either D&G OR the service company ****** *********

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused by the delay in completing the repair of your dishwasher. We understand how frustrating such situations can be and want to assure you that we are committed to resolving this issue promptly.

  To address the matter, we have scheduled a service provider/technician to revisit your appliance on July 15, 2025, for a thorough re-evaluation. Additionally, we have assigned a case manager who personally spoke with you on July 7, 2025 to ensure your concerns are being handled with care. You kindly confirmed during that call that you received an email confirming this upcoming appointment.

  To further support you, a follow-up call has also been scheduled to verify that the repair process is progressing satisfactorily.

  We appreciate your understanding and patience as we work to resolve this for you. If you have any further questions or need additional assistance, please don’t hesitate to reach out directly.

  Customer Answer

  Date: 07/09/2025

  I am grateful the D&G has scheduled a service repair call for my dishwasher.  However; due to prior incomplete repair, I would like to keep this case open until I have confirmed that either the repair was completed successfully OR D&G has replaced the dishwasher.  I should be able to confirm repair no later than 7/20/2025 to close this case.

  Customer Answer

  Date: 07/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  while I am pleased that the service repair appt has been made, I will not be able to assess whether the repair was done successfully OR the dishwasher is replaced until after the service call.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/26/2025

  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.

  I received a letter to have my appliance cover in cause of any problem, I call and sign up for it. about two weeks later I get my warranty in the mail. to start on the 6/26/25. that was fine since my appliance was working perfectly. a few days thereafter I had three power failure back to back, causing my dishwasher to give an error code of E1 F6. when I called for a repaired call I was told I had to pay for it out of pocket and they will reimbursed me, which I denied to do, I was told they did not have any technician in my area. I told them I was in a very populated area , it impossible that they do not have a technician in my area. The representative came back saying that they did not have a technician and i had to pay out of pocket and wait to get reimbursed. Which I refused to do since my contract said, "no fee for parts, labor or service". if I can get in writing that they will pay the technician directly I will find a local technician myself. representative came back , they can not do that, they have no technician in my area, and i will have to find one myself and they will reimburse, before the repairs are made I have to provide an estimate for approval. I felt I was being scammed and let her know. She came back, they will cancel my contract and refund my charges. They cancel me because I questioned their business integrity. I want to hold them accountable for what the contract stated.

  Business Response

  Date: 06/27/2025

  Dear Valued Customer,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you experienced regarding the repair of your dishwasher.

  After reviewing your account and the situation, we would like to clarify that, according to the terms and conditions of your service plan, when an authorized service provider is not available in your area, we offer an alternative option to ensure your appliance is repaired. This includes reimbursing you for the cost of using a local technician of your choice. We understand that this solution did not meet your expectations, and we deeply regret any disappointment this caused.

  Your feedback is invaluable to us, and we are committed to improving our processes to better serve our customers in the future. Please know that we are taking steps to address this issue internally to prevent similar occurrences.

  If there is anything further we can do to assist you or if you have additional questions, please do not hesitate to reach out to us directly. We value your trust and hope to have the opportunity to restore your confidence in our service.

• Initial Complaint

  Date:06/13/2025

  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.

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  Customer Answer

  Date: 06/13/2025

  I bought a warranty that charges me $35 a month and sense February they have been taking this money out of my account but my washer is still broken. Each week I call and no one calls me back. I keep asking for help for a manager for resolution and no one is helping me. I want a replacement, this is insane way to do business. They take money out of my account each month and my washer is still brokne. No one will help me or even call me back.

  Business Response

  Date: 06/17/2025

  Dear *** ******,

  Thank you for reaching out regarding the challenges you’ve faced with your washer repair. We sincerely apologize for the inconvenience and frustration this situation has caused. We understand how important it is to have your appliances functioning properly, and we regret the delays you’ve experienced in resolving this issue.

  After reviewing your case and communicating with ********* dispatch, we’ve identified that delays in obtaining parts and receiving damaged parts have significantly impacted the repair timeline. Recognizing this ongoing issue and in accordance with the terms of your service plan, D&G has approved a replacement for your washer.

  The replacement unit is already scheduled for delivery, and our team will ensure it arrives as promptly as possible. If you have any specific concerns or need further details regarding the delivery, we encourage you to contact us directly at your earliest convenience.

  Once again, please accept our apologies for the frustration you’ve endured throughout this process. We are committed to providing a resolution and ensuring your satisfaction moving forward.

  Thank you for your patience and understanding.