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:03/24/2025

  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.

  A technician from Pro Appliance Inc was scheduled to repair my washing machine on 3/9/2025 through ***. When he arrived, he said he had forgotten some of the parts and that he and another technician from the office were going to meet halfway and it would be another 20 minutes. I asked him a couple of questions, including about a 2nd warranty request for an ice maker that Pro Appliance has said they could not repair due to a class action lawsuit. *** had told us that they would refund the service fee if we could confirm the technician did not come to our house - and the technician today told me that was wrong, "you should read your email, lady", and that the phone call counted as a service call and we would not be refunded by AHS. I respond that I would take that up with AHS and the BBB, at which time he said that I had "made a threat" and he would "not be returning to repair the washer". I clarified that I would follow up with the BBB in regards to AHS, not Pro Appliance. He repeated that I "made a threat" and that he would not be completing the service. He then drove off. My husband called the technician *************). The technician said that there were "two of them" and it was "his and the other tech's word against mine". This was a lie - he was alone at my door and standing in my yard, which can be verified by my son (18), my daughter (14), the neighbor who was outside and heard the exchange, and a Ring camera. Those witnesses would also confirm that I was respectful and that he was unprofessional. When my husband asked why referencing the BBB was a "threat", the technician responded that it was a threat "because of all the paperwork he'd have to do". In the meantime, he canceled our repair with *** despite the fact we paid $125 for the service call. I want my $125 returned. I contacted the company by email and phone and they have not responded in 2 weeks. Very unprofessional!! No website, technician (maybe an owner) lies and acts like a petulant child.

  Business Response

  Date: 04/03/2025

  We are a 3rd party contractor for ********************. Due to the fact that this complaint by "********* *********"  is not the name listed on the contract from ********************, we will not be responding in any detail. We also feel that this is not a valid complaint and should be removed.

• Initial Complaint

  Date:01/22/2025

  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.

  On 12/17/2024, AHS dispatched Pro Appliance Inc. to repair a leaking refrigerator. The refrigerator is leaking water and the leak is getting worse. Pro Appliance conducted a video inspection of the refrigerator and ordered a filter housing unit. The filter housing unit arrived on 1/5/2025 and Pro Appliance Inc has not responded to constant requests to repair the refrigerator. I have called several times and attempted to get a service call scheduled and they wont provide me with a date and time for installation. On 1/20/2025, I contacted the company and the owner (female voice) yelled at me and hung up the phone. She baited and harassed me by stating that I would wait. This process has been extremely frustrating and now I have to deal with water damage to my kitchen cabinets. I contacted *** and they refuse to change the service provider.

  Business Response

  Date: 01/31/2025

  The part arrived on 1/06/25, and you were contacted on 01/09/25 to set an appointment for repair. We left you a message at 11:19 Am and you responded at 11:59 Am. An appointment was scheduled for repair on Monday 1/13/25. You had said that you needed a later appointment in the day as you are a teacher. We explained that we would try to accommodate that but there were no guarantees, as it is up to the customer to make themselves available, as per the contract you have with ********************. We also tried to find a solution for you by suggesting that a family member, friend, or neighbor could be there for the repair. The appointment we were ultimately able to get you in for was 1/13/25 from 9am-12pm. Your declined this appointment on 1/10/25 at 12:07 Pm. You did not contact us again to reschedule your appointment until 1/20/25. You called in on the Morning of the 20th and were told that we would have to give you a call back by the end of the day to set up the appointment, as it was a Monday and we were still working out our schedule for the week. You explained that you were off that day (Monday January 20th) and you would like to have someone out later that day. You were told then that would not be possible as the schedule was already full. Had we known that you wanted an appointment on this day we could have tried to make it work for you, but this information was not relayed. Calling on the same day gives us no time to accommodate you. You call us back at 2:30 pm on the 20th and were immediately aggressive on the phone, claiming that we had lied to you and said we were going to call you back but we never did. We tried to explain that we were going to call you back by the end of the day but you had not given us the chance to do that yet, it was only 2:30. You continuously cut off our office manager and raised your voice to the point of yelling. She asked you multiple times to please not speak to her in that way, as she is trying to help you but yelling at her over the phone was not going to accomplish anything. You stated that your were "not yelling, just talking", while continuing to yell and be disrespectful. You then asked for a supervisor as you were "not going to be spoken to like this by some girl". Our office manager explained to you that she was the office manager and there was no one else you would be speaking to at this point. You were warned that if you could not speak appropriately we would end the call and contact your warranty company for further instructions. You continued to yell, the call was ended, and we contacted the warranty company to let them know. The warranty company told us to return the parts and close the work order while apologizing for your behavior. Any and all events after this are the warranty company's doing. Should you have any further comments or complaints we advise you to reach out to them.

• Initial Complaint

  Date:09/05/2024

  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.

  On July 21. Tech was sent by American Home Shield to repair the washing machine which kept shutting off (and not turning back on). Tech arrived around dinner time and said it was the outlet that was malfunctioning. My tenants plugged others items (lamp) etc. into the outlet--with him present--and they were all working. Tech still said it was the outlet and that it must be loose etc. He left. When I arrived, I tested it with an outlet tester and confirmed the outlet was good.Pro Appliance would not go back out to finish the job b/c AHS closed the ticket. AHS would not reopen the ticket.I also replaced the outlet to be sure. Washer did the same thing again--would not turn back on.

  Business Response

  Date: 09/05/2024

  ***************************, this issue was original diagnosed on 7/23 via video-call with your tenant. The video-call is mandated by your warranty company AHS, and has to be submitted to them for review before anything else can take place. You told us ahead of time that multiple other vendors had been out for this issue and you were dis-satisfied with their service. On the call, the technician saw that the outlet was loose and would need to be changed out by an electrician. On 7/25 we received a recall ticket from your warranty company, after speaking to you and the tenant and confirming that the outlet had been fixed, we asked that a picture of the model number (twice) be sent to us and provided the tenant with the text-line for it to be sent to, so that we could order the part needed. The model number was never sent through and the work order was auto-cancelled by the warranty company on 8/1 due to it being open for a week with no update/ diagnostic. We did not here from you again until 9/3, over a month later. When you called and left a message requesting a "call-back" (insinuating you wanted us back out at the property), our receptionist called you back and explained that the model information was never sent over, and that the work order was cancelled. She informed you that in order to move forward, we would need an open ticket from your warranty and a picture of the model number, as requested before. On 9/4 we received another message from you that you had talked to AHS and they re-opened the ticket, this was not true, in-fact they sent another cancellation request to us on the same day. We are only a middle-man and have to follow the procedures and guidelines provided by your home warranty program. We would advise that all other complaints and disputes over money be handled with them, as they are the one you paid and are a customer of them. Thank you.