Complaints

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• Initial Complaint

  Date:11/03/2022

  Type:Billing 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.

  Two techs came out to do a home warranty claim, both times no issue was found. Was told on the phone multiple times if it were to be something that could not be fixed, no charge would occur. The second tech verbally abused me in my own home, said hateful things about the quality of my house, made me feel unsafe in my own home and insulted my partner. (All of which was caught on video by two different recording devices) We were told again after the fridge broke that we would receive a $200 check in the mail when we provided proof of a receipt for a new fridge which we did provide. They then came back after proof was shown and said we have to deduct $95 service call fee from the $200 because it was never collected after we were told many times there would not be a charge. The 2nd tech came out 10/28, fridge broke 10/29 and we purchased a new fridge 10/31. To be treated in such a hostile manner in my own house and be lied to with no remorse makes me worry they are doing the same thing to other people who may not stick up for themselves.

  Customer Answer

  Date: 11/03/2022

  I would like the original $200 that was promised.

  Business Response

  Date: 11/07/2022

  ********************* (home owner) called on 10/19/22 to place a service call for the refrigerator (loud noise, leaks water, not cooling/freezing - callslip #******).  I did tell ****** about the $95.00 service charge due at the time of the visit.
  The first Appliance Repair Technician went to this home on 10/21/22 and found that the refrigerator & freezer door was not closing correctly, the freezer door hinge is missing a s**** causing door to sag and the freezer door is warped preventing the bottom right corner of the door from closing.  He determined that this is not covered and he did call me to explain.  Neither ****** or ******* were at this visit - one of their mother's met the technician at the house.  Of course, since the problem was not covered, the customer was not charged the $95.00 service charge.  I did call ****** and explained to him **************'s findings and told him that the tech did not collect the $95.00 and our office would not bill him for this because it is not covered.  ******* (girlfriend) called on 10/24/22 and said the problem of the leak was not addressed by the tech on 10/21/22 and the freezer is still not freezing.  I told her that we could certainly send a different tech. The second Appliance Repair Technician went to this home on 10/28/22 and had the same diagnosis as the first, and further stated that with the door not closing, this caused further issues due to the ice buildup and overwhelming the defrost system.  The technician also mentioned these issues are causing more problems with the evaporator motor.  Again, the $95.00 service charge was not collected. I called ****** and said that TMI HW would not be replacing this motor because it could get damaged from the issue with the door, but TMI HW would give him $200 (parts & labor) toward the replacement of the refrigerator.  I told him that he would have to send me a receipt for the new refrigerator before we could cut a check.  I received the receipt for the new refrigerator on 11/2/22 and acknowledged it.  In this same e-mail, I did let ****** know that the $95.00 service charge would be deducted because it was not collected at either of the service calls because the problem was determined as not covered.  I did not receive a response from him.
  

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18351658
  
  I am rejecting this response because:
  It was repeatedly stated that the service fee would not need to be collected, even after the refrigerator was deemed beyond repair. It seems that they left out the part where I was made to feel unsafe in my own home by a male technician of theirs during the visit on 10/28; again something I have video proof of. That was never addressed like it should have been, and I dont believe its fair to go back on your own word on top of not addressing their hostile technician. 
  Sincerely,
  
  ***************************