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:09/20/2024

  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 had an appoint for today 9/20/2024 between 12noon and 5pm. It is now 5;30pm, no show, no call. I called the office and it was closed. I just wasted my whole afternoon waiting for nothing. Im on hold with Cinch who is my insurance.

  Business Response

  Date: 09/23/2024

  Mr. ****** we are truly sorry that the technician was late. Our record indicates that the tech called and informed you that he was running late and you agreed for him to come after 5 pm. However, when he got to your house, a man opened the door but refused for our tech to go and do the repair.
  
  Sincerely,
  
  AT Appliances.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22315945
  
  I am rejecting this response because: They gave me a five hour window and yes he called at 5;45 so I waited over five hours and he couldnt fix my unit because he had no idea what the problem was. This was a s**** up by  AT and Cinch and as soon as I find a better appliance warranty service Cinch will be cancelled. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/23/2024

  Unfortunately, the tech could not fix your unit because you did not let him even diagnose it.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22315945
  
  I am rejecting this response because: The tech called me 45 minutes after the 5pm window expired. The time to call when youre running late if BEFORE the end time not 45 minutes later.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/25/2024

  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.

  This company has acted completely unethical! The same technician (Albersk) has been to my house 3 time to fix my washer machine and has failed to. He left me a work order that clearly states "not spinning properly". But he has summitted to my insurance company (AMHS) that the problem has been fixed.AT appliance priority is to collect money from the insurance not to take care of the customer. They will not fix your problem and lie to your face.

  Business Response

  Date: 04/30/2024

  Hello,

  We are sorry to hear that the customer is still experiencing issues with their washer. At the time of service the technician could not recreate the complaint that is being described by the customer. After multiple visits we recommended to their home warranty company that they send a factory service technician as a second opinion to see if the intermittent problem could be solved by them.

• Initial Complaint

  Date:01/10/2023

  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.

  I am rejecting this response because: the information the company is providing is false. Their technician originally came out because the dishwasher was not drying the dishes. During the first visit in October, he replaced the computer board. A week later we called them to come back because the dishwasher was still not drying. At that time he determined the heating element needed to be replaced, and he ordered the part and came back a week later to replace it which was around November. We then noticed that the bottom of the dishwasher tub was melted, and a few weeks later started to leak. We called the company back out and the technician stayed in. None of this was his fault and try to blame us that we were not putting the dishes incorrectly. However, the dishwasher was not leaking prior to him replacing the heating element. We always placed the dishes the same exact way. We then had seers appliance services come out, and they confirmed that the only way that dishwasher tub would melt and start leaking is if the heating element was not installed properly. At this point the dishwasher has to be replaced due to the damages their technician caused. 
  

  Business Response

  Date: 01/09/2023

  Here are the details and information regarding ***********. During our initial visit, on 10/10/2022 we found the element was burned out. A new heating element (Original Factory Part) was installed on the unit on 10/19/2022. During the recall on 10/24/2022 we found that the main control board was impacted by the previously failed heating element, in rare circumstances dishwashers can have multiple components fail. After seven weeks of usage, on 12/22/2022 we found a melted liner, and this particular failure based on our professional experience is that it was caused by something coming into contact with the heating element during the load of the lower rack creating pressure on the element and minimizing the distance to the baseliner. This unintentional problem is caused by the user and it's not normal wear and tear of the appliance. This failure is not an outcome of **************'s repair.

  Customer Answer

  Date: 01/10/2023

  Your technician Ighor came to my property at ****************************************************************** on October 13, 2022 because our dishwasher was not heating. At that time he said the control board needed to be replaced. He replaced the control board and the same problem persisted. We called insurance for a recall, and technician came back out October 25th. While on the phone with my father who is an appliance technician for over 30 years, ***** determined the issues was the heating element and said it needs to be replaced. He ordered parts and came back on November 1st to replace the heating element. We noticed after he left and did repair of the heating element, bottom of the dishwasher was melted along a portion of the heating element. A week or so ago, the dishwasher started leaking water when we run it overnight; just a little at first, and increasing over time. At this point your technician caused damages to our dishwasher causing the bottom to melt and now leak. We had a second opinion come out today 12/27 from ***** who confirmed the leak is caused by improper installation of the heating element by AT appliance technician. At this point we need to replace the dishwasher and would like to be reimbursed for the damages this company caused.

  Business Response

  Date: 02/08/2023

  Hello! Thank you for the response. First and foremost, according to our records on file and invoices signed by the customer, the heating elements were first to be replaced. Two weeks later, we replaced the computer board. Had the heating element not been installed correctly first time around, there would be problems from day one (e.g. melting through the liner), as opposed to seven weeks later. The only way the heating element can melt the liner is by touching the liner. Even on the customer's photo the heating element is not touching the liner. This signifies that it was accidentally pushed down during the cycle melting down the bottom of the dishwasher. 

• Initial Complaint

  Date:11/16/2022

  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.

  On Tuesday November 1st 2022 I was contacted by AT Appliances regarding a scheduled repair on a dishwasher for the following day, Wednesday November 2nd 2022. When the technician arrived at approximately 3:45 pm on Wednesday November 2nd, I was astonished that he did not speak coherent English. Nevertheless, I showed him to the dishwasher and proceeded to observe the inspection take place. After removing the entire dishwasher from the wall, presumably to inspect, he proceeded to climb underneath the adjacent sink and inspect the associated lines. After 10 minutes putting things back in place he indicated a part was needed to be ordered and left. Fast forward 5 days to November 7th. I see a large pool of water underneath the sink area flooding my flooring. Upon opening the cabinet under the sink I see dripping from the middle of a hose connected to the sink and a puddle of water accumulated. I immediately called ***************** from AT Appliances who says she will reach out to the technician and that's all she can do. After another call to AT, ***** indicated the parts had arrived and would have the technician inspect the hose damage while performing the repair.Upon the technicians arrival to install the part for the dishwasher on November 11th, he denied any responsibility for the damage to the sink hose and promptly left.On November 16th I called AT Appliances and spoke to ***** again. She advised the technician denied responsibility and refused to take any responsibility for the damage caused by the company's technician as well.I am requesting that AT Appliances either repairs or replaces the hose that they damaged while inspecting the dishwasher repair they completed.

  Business Response

  Date: 12/07/2022

  Hello, please see details below regarding this repair. Appliance technician was sent out on 11/2/22 to diagnose the dishwasher that was said to not be draining. Per the technicians diagnose the drain pump had failed and a new one was ordered. During the diagnosis the technician never touched the water valves or lines. New part was received and the technician returned to complete the repair on 11/11/22. When the  technician returned to install the new drain pump he realized that the water had been shutoff by the customer. After he installed the new pump he noticed that the water was not coming through so he requested the customer to open the water valve. Customer opened the water valve and the tech was able to confirm the new pump corrected the issue and the dishwasher was working. After the repair was complete the customer noted that water was leaking from the faucet water lines. The technician never touched the water lines or water valves to diagnose or complete this repair. He took a picture of the leak from the faucet water line (see attached) and advised the customer that this is a plumbing issue that would need to be addressed by a plumber. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18413095
  
  I am rejecting this response because:

  Here is a timestamped video in between the day of the diagnosis (My wife and I witnessed the technician underneath the sink moving cables around) and the original repair.

  The water was NOT shut off until AFTER the technicians initial visit. The proof being the leaking water time stamped on 11/5/22 3 days after AT Appliances initial (unrelated) visit and the business owners claim that the water was turned off prior to ATs initial arrival. I am requesting a repair to be performed as its cost was created by AT Appliances and is much more substantial than the unrelated repair that they completed

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/09/2023

  Here is some additional information for your follow up questions. In order for the technician to complete the repair on the dishwasher he had to go under the sink to unplug the dishwasher from the power supply. Once the repair was completed he plugged the unit back in to power. Again, the tech never touched or adjusted the water valves or water supply lines as they aren't affiliated with the dishwasher repair.