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:12/02/2022

  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.

  Date of Transaction was 10/25/2022 I paid them $95.00 They didn't send the tech that **** promised (their head tech ****) but rather a tech that knew nothing about my ******* Duel Washer. He didn't even look at the machine. He spent the entire time "looking up parts" and said it would cost over $700 and needed multiple parts. Then he said he could not stay any longer and asked for pymt by check. My husband asked him how to access the control *********** said that bolts needed to be removed from the back & the top washer removed. My husband watched a video and was able to removed the panel without removing any of those parts. Then he ordered 1 new part for $209. It came, he installed it and the machine is working fine. I called **** and requested a refund. She said she needed to email someone for approval. After not hearing from her, I called and she said she would email "again" and copy me on it. She emailed ******** and lied about how my husband fixed it. I called & **** said she would follow up & call me at exactly 4:30 that afternoon. She did not. She claimed she called and left me a message. She did not. I then sent ******** 2 emails myself. Then I called and spoke to ***, who I was told was a supervisor. She said my refund was rejected by ********. Then I heard from ******** who told me they only work with customers who have service contracts (I don't) and they heard from the company to ignore me. I called again & spoke with ******. She said **** must have emailed ******** by mistake and she would email the right **** and get back to me. She did not. I called this morning and ****** said she would send me the email. She did not. Every single person I have spoken to has lied to me. I feel like I was scammed & taken advantage of. Now when I call, they don't answer the phone and it disconnects. If BBB contacts them, I promise they will lie. They did not even supply me with a receipt, but I do have my cancelled check.

  Business Response

  Date: 12/02/2022

  Thank you so much for this information.  The customer only paid the **************************** charge (customer attached check for reference) for the technician to come out and diagnose the problem.  There was not a pre-payment for parts etc.  That $95.00 is nonrefundable (BUT GUARANTEED if we do the work) and the technician did the work required to not issue that refund.  The technician came to her home, diagnosed the problem, advised of the parts needed, and helped how he was asked to help.  The husband, in turn, decided to do the repair on his own, which allowed us to close out the ticket and not collect any further.  A refund is not deemed acceptable as the requested work was completed on our end.  Our pricing will always be more than if a customer does it on their own.  There are ******** and labor required.  The technician that arrived was fully capable and could have completed the work if customer wanted him to.  

  Regarding the communication dispute.  We have all emails and phone calls documented and there was no lying.  The refund request was submitted, and it was denied.  This customer called into our office over 60 times because she was dis-satisfied with the answer of no refund.  We had to make the decision to block her number and no longer accept harassment from this customer.  

   

  Thank you so much for your time and I am so sorry for the dispute!  It was handled the best we could and according to the law.  

   

  Claims

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18447990
  
  I am rejecting this response because:

  1. They did not send the technician that was promised.

  2. The technician that came DID NOT diagnose the problem.

  3. The technician that came did not even know how to access the defective part on our machine. He gave inaccurate information to my husband.

  4. They DID NOT send a request for refunding the $95 to the appropriate place. The company(called ********) that they sent the request to contacted me and explained that they only service accounts that have service contracts with them, which we did not, and that I needed to deal with Quality Appliance directly. When I called QA, the lady I spoke to said it was sent to that company BY MISTAKE and that she would send a request to the correct **** and email me a copy of that request. She never did that. When I tried to call back to say I hadn't received what she promised, they would no longer answer my call. Previously the supervisor (*******) told me my request had been rejected by the company that told me they didn't handle that. Quality Appliance told 

  5. I can understand having to pay a little bit more so that they could make a profit. However, the technician told us that it needed MANY parts totaling over $700. It needed ONE part that was $209, and he didn't even supply us with a cost estimate or a receipt for his house call. $500 profit for a $200 part is a bit dishonest!

  6. AND I WAS LIED TO AT EVERY ASPECT OF MY DEALING WITH QUALITY APPLIANCE, FROM THE **** THAT SCHEDULED THE **** (****), TO THE TECHNICIAN THAT CAME TO MY HOUSE (****), TO THE SUPERVISOR I SPOKE WITH (*******),TO THE THIRD **** IN THE OFFICE I SPOKE WITH (******).

  7.And the only reason I called so many times is because I do not appreciate being lied to SO MANY TIMES!!!! The way Quality Appliance does business is to scam people. If they cared about their reputation, they would refund the service call. That's what a reputable business would do. 

  8. I asked to be able to voice my complaint with the owner, as their recording says they are a family owned business, but was told they are not permitted to share even an email address for the owner. I would think that an owner would care about an unhappy customer!
  
  Sincerely,

  
  
  *******************