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:01/23/2024

  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.

  Tech came out and didn’t diagnose nor fix the dryer. I have been both pranked and scammed by Chambers Services. They said I called their office 3 times which they said was too many and called me nuts and crazy. They hung up on me and refused to come back out. They got mad because I asked them to come out the next day and they refused and said it would be a week before they came back. They told me to call ********* and request another company because they won’t come back to my house again. However, Chambers Services knows they are the only ********* dealer in the area and the dryer parts are still under warranty. Chambers Services has poor record keeping, unprofessional staff, unknowledgeable techs and terrible customer service. They are awful. I’m requesting a refund because dryer is broke and Chambers Services doesn’t care and told me it’s only a dryer and no big deal.

  

  Business Response

  Date: 01/24/2024

  Thank you for giving us the opportunity to respond to this complaint.  
  
  We offer a 30-day warranty on our service call.  This warranty covers the diagnosis only.  If we diagnose an issue and make a repair, and our repair does not resolve the problem, we come back out at no additional trip charge as long as we are notified within the 30-day warranty period.  We guarantee our labor for 90 days if a repaired part fails or if the same issue occurs, and we warranty parts for 2 years.
  
  May of 2023, we repaired the customer’s dryer when the complaint was squealing at the start and end of cycle, and questionable heat.  This repair was completed May 26th.  October 20, 2023, the customer called reporting that the start button was not working.  This issue is not related to the problem reported in May.  Customer’s appliance was out of labor warranty but has a 24-month parts only warranty. We replaced the start button and found the thermal fuse needed replaced.  Replacement of both parts was completed October 23, 2023.
  
  On January 15, 2024, the customer reported that her dryer would not start.  We were able to adjust a technician’s schedule and give the customer next day service.  Our technician found a bad thermal fuse and replaced it.  He also found the dryer vent to be down 70% power and recommended it be cleaned.  We collected the service call fee and did not charge for the warrantied part.
  
  Our office manager reviewed the service notes and the four calls the customer made to our office January 23rd.  Initially she reported that the dryer was still not working, and she accepted our first available appointment which was Monday, January 29.  In a subsequent call, after speaking with ********* and apparently being told by a ********* representative that we would be there the next day, she demanded next day service.  Our customer service rep attempted to explain that we did not have a technician available the next day.  This customer spoke over our representative and would not allow her to finish her explanation.  The customer’s husband called, told the call taker that we will be coming out the next day, and complained that the representative was not nice to his wife.  The customer called again, spoke with a different representative, demanded next day service, and accused the call taker of keeping poor notes because he could not identify her (she had not given her name and asked if he remembered speaking with her on Martin Luther King Day).  The call taker asked her name and repeatedly asked if he could get her on the schedule for our next available day which was still Monday, January 29.  She would accept nothing other than the next day service.  In addition, the customer was asked if she had had the dryer vent cleared and she responded that it had been cleaned not too long ago.  We do not know what that means, but a blocked dryer vent is the leading cause of a failed thermal fuse.   Since the customer refused to schedule a return visit other than a day we had no availability, we have been unable to verify the source of the issue.
  
  We attempted to schedule the customer for our next available day to honor our service call warranty.  That offer was repeatedly refused.  The customer refused to allow us the opportunity to verify the reason for the reported issue, or to warranty our service call.  Therefore, we believe a refund request is premature.
  

  Customer Answer

  Date: 01/25/2024

   I am rejecting this response because:
  
  
  Chambers Services refused to come to my house anymore and hung up on me multiple times and hung up on my husband multiple times.  I simply asked for them to honor ********* service call appt. for Jan. 23 from 8am-12noon and asked if we could be priority since my dryer is broke after tech ***** came out a week before.  Dryer doesn’t dry the clothes. The vent was cleaned in April 2023 and January  2024 and air comes out of the vent perfectly fine.  The dryer had heat and dried clothes before ***** came out.  The problem was the dryer start button wouldn’t start and light said dryer in use.  But again, it dried clothes perfectly fine before ***** came out.  Now clothes don’t dry but it does start.  I was called names and treated very disrespectfuly.  I didn’t deserve that by ******, ***** and ***.  I had left a voicemail over the weekend and no one called me back.  I was ghosted so I had to call them.  Chambers Services refused to do business with me and took my money for it.  It was a money grab for $120 so I’m requesting a refund.  They also told me to go find someone else to fix it and they know very well that they are the only ********* warranty service in this area.  So they blew me off and it feels like a scam job or bad prank.  Just like the scratch on my floor from tech dropping dryer door on it and dumping cigarettes in my heater vent, so rude.

• Initial Complaint

  Date:01/15/2024

  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.

  Business sent out repairmen for our washer. Didn't address the problem. Now the company keeps canceling my repair schedules and moving the date out further and further. Contacted ********* also regarding the awful service I've been receiving. Having to take off work now because they cancelled my repair appt again.

  

  Business Response

  Date: 01/16/2024

  Please see our response to this complaint in the attached document.

  Thank you for allowing us the opportunity to respond to this complaint.
  January 8, we scheduled a service call for January 12 to address a washing machine leak.  The technician diagnosed a loose hose.  He reattached the hose, ran the machine through a wash cycle to test for leaks, and found the leak to be resolved.  At 3:06 that afternoon, the customer called to report that the leak was not fixed and complained that the technician should have stayed until 16 minutes into the washing machine run time. Our office representative scheduled the customer for January 15th.  
  On January 15 the technician who was scheduled to return to this customer’s home called in, unable to work.  Since he was the only technician scheduled in this area our representative called the customer to reschedule the repair.  The customer responded with repeated expletives, claiming our staff were liars.  She demanded to speak with a supervisor.  She was told that the supervisor was not in and would be able to contact her the next day (January 16th).  Our representative apologized for needing to reschedule and asked if she could schedule her for the next day our technician is available, which is January 19.  The customer said yes and hung up on our employee. 
  Two and a half hours later, the customer’s husband called, complained using expletives, and said he’s calling the manufacturer.  Half an hour after that, the female customer called again, accused our staff of lying again, said she was complaining to the manufacturer, the store where she purchased the machine, and the BBB.  She demanded to speak with the owner.  She was told again that the manager was out for the day and would receive the message the next day. She was told again that we only have one technician in her area on any given day.  
  This morning, our manager contacted the customer.  Our manager emphasized that every staff member who spoke with her gave her accurate information and apologized for her frustration.  She informed the customer her repair appointment was rescheduled; it was not cancelled. The customer was also informed it was unacceptable to be verbally abusive towards our staff. Our manager informed the customer she is providing false information to the manufacturer, the store, or the BBB stating we are cancelling her appointments when in fact the return visit was rescheduled due to the unforeseen circumstances of the technician calling in for the day. The customer told our manager she is done with her but not to cancel her service.  The customer is still on our schedule for January 19th.
  This customer’s complaint is not accurate. While we rescheduled (we did not cancel) her service appointment once, we did so because our technician called in and we had no other technician in the area.  Although we understand the frustration at having to wait until the 19th for a return visit, we do not believe the situation warrants unfounded accusations of dishonesty and we never believe our employees should be subjected to verbal abuse. 
  Thank you once again for the opportunity to respond.

  Customer Answer

  Date: 01/17/2024

   I am rejecting this response because:
  
  
  What the manager stated in her response is absolutely not true.  The repair man didn't let it run the cycle. The hose on the back was not loose.  That is not where the water was even coming from, my husband had already checked the hose days before he came out.  The girl that called to cancel my appt stated they only had 1 person around this area and I told her the original person that was supposed to come out cancelled, so there are 2 people around canton/peoria area. She said there was 1. I stated why then was there 2 different people going to come here.  Everytime I tried to talk to them, they talked over me.  And I did tell ***** that I called ***** numerous times and they stared Chambers Services was the only company that does their repair service. ***** informed me many times that I shouldn't listen to what the ***** employees tell me because they don't know, because ***** isn't the one they have a contract with, ********* is.  I again explained to *****, I spoke with many people there and they told me the same thing.  ***** stated I am misinformed and don't know why I'm not "getting" what she's saying because I need to call *********, which I told her I was calling them as I already emailed ********* 3 times regarding this situation.  And expletives? I woukd like to know what those words were? I was furious, but never called them vulgar names. And for my husband that she said did the same thing, I can't speak for him, but I did ask him and he said no such thing. I did tell her that if they are going to send a repair person, maybe they should listen to the customer on what's wrong and not leave before the problem starts during a rinse cycle. I have video of all the leaking.  The repair man kept saying it doesn't matter of its hot or cold water it shouldn't leak.  My husband and I had no clue what he was talking about. We never said it had to do with the temperature of the water. And if it was "leaking" from the back of the washer, wouldn't there be water coming from the back and not just from the front?? ***** and her staff were very rude, unprofessional and she stated maybe we are not the right company to do your repairs.  She said i have you scheduled for Friday and I did say I am calling ********* and keep the appt because I was asking if another company could come out.  ***** continued to argue with me and I stated we are not going over the sam3 stuff again and I will call ********* and said bye.  I called *********, spoke with ***** from north Carolina. She stated Chambers is the only service people they have and I told *****, that's what I told ***** and she pretty much called me a liar.  So their is a lot of inconsistencies is *****'s story as she wasn't even at the business during the time her employees had this conversations. And when I called back it was to get the address of her business so I could file a complaint.  

• Initial Complaint

  Date:06/26/2023

  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.

  I purchased a ********* washing machine that was defective and only partially working. This repair was fully covered under warranty. After purchase, I contacted *********. Chambers services is the closest warranty provider for ********* and so they sent a technician. After disassembling the washing machine, the technician managed to damage it even worse so it would no longer even power on. The tech re-assembled the machine without several of the screws and on the advice of the Chamber's tech, I returned the washing machine to the ******* where I had purchased it and was given a whole new working machine.
  
  Chambers then attempted to repeatedly bill me for warranty repairs on the machine they damaged. I contacted ********* after this happened, and ********* said they would work it out, however when I told this to Chambers, they refused to contact ********* and insisted I pay for repairs they did not complete on a machine they damaged. As the work was never completed and they damaged my equipment, they are fraudulently billing me for work never completed.

  

  Business Response

  Date: 06/29/2023

  Attached please find our response to the BBB notice of a recent complaint.  We appreciate the opportunity to address this customer's concerns.  

  Our service notes indicate the customer contacted us December 12, 2022 and scheduled a service call visit for December 16.  He stated in his complaint that he called ********* who sent us out on the service call.  We have no record of receiving a dispatch from *********. The customer states that his washer was fully covered under warranty.  January 2, 2023 we received an e-mail from ********* confirming that the unit was marked as Field Scrap on 03/03/2020 and they cannot pay a warranty claim.  Our records indicate we billed the customer on January 12, 2023.
  The customer told us that he purchased the washer on November 29, 2022.  He did not provide proof of purchase to verify that date.  However, ********* lists the unit as being sold by a large retail store and delivered November 28, 2022.  The customer signed our trifold which contains our charges and the customer’s agreement to pay for the service if his appliance is not covered by warranty.  
  The customer stated that we caused his washer to become less operable after our visit.  His service complaint was that his washer stalled at 45 minutes and continually filled then drained hot water without advancing.  We diagnosed the unit and ordered parts needed for the repair and returned those parts once the customer informed us that he had replaced the washer. When he told us he had replaced the washer, he did not communicate concern about our service call visit.  The only concerns he voiced are dated 01/20/2023 and 03/16/2023.  Each of these days he complained that he should not have received a bill because he returned the washer.  
  At the end of our initial visit, the customer signed our trifold indicating he understood and agreed to remit payment for services rendered if his repair is not covered by warranty.  Once ********* rejected our warranty claim, we billed the customer for our service call fee of $105.  This fee includes our trip and diagnosis.  This fee does not include labor or parts needed to complete a repair.  Our service call fee is due even if a customer chooses not to repair an appliance we diagnose.  We did not bill the customer for services we did not provide.  Once his unpaid bill went to collections, he was charged additional collection fees.
  Since we provided the diagnosis for which we billed our customer, and since he signed our trifold that clearly states our service call and labor charges, we are confident you will agree that our bill was neither fraudulent nor unfair.  It is the customer’s responsibility to know and understand his warranty status.  It is regrettable if he was not told by the retail store that his appliance was sold to him as field scrap and had no warranty.  However, this is an issue between the seller and the customer and has nothing to do with our company.
  Thank you for giving us the opportunity to respond to this customer’s complaint.
  

  
  

• Initial Complaint

  Date:10/27/2022

  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.

  Our KitchenAid dishwasher needed repair and I was referred to Chambers Services through the KitchenAid website. They came for an initial visit and ordered parts. On the second visit, when they were supposed to do the repair, their repairperson had no idea what he was doing. He couldn't turn off the water to the dishwasher under the sink, so I offered to turn off the main house water for him. After I turned it off, he complained that the water to the dishwasher was still on. So, I turned off the main house water in a second place for him (our water shuts off both before and after the sprinkler feed). He still complained that the water to the dishwasher was on and insisted that there was a separate line feeding the dishwasher that wasn't shut off by the main house water. I told him that didn't make any sense and called his manager to complain. The manager told me that if I couldn't turn off the water to the repairperson's satisfaction, they weren't willing to do the job. The manager told me to call a plumber and then to find someone else to repair the dishwasher. A plumber came and confirmed that the water to the dishwasher was turned off and that whatever water came out of the connection was just the water in the line; the plumber couldn't believe that the repairperson didn't know that. So, the plumber visit cost me $100 for nothing. I called another repair company and they were able to complete the repair without any issues.
  
  I was glad to be done with Chambers Services forever. I couldn't believe it when they sent me a bill for the repair job, which they are still trying to collect. They don't seem to understand that, in order to get paid for a service, you have to actually provide a service. Wasting your customer's time for two appointments, sending a repairperson who doesn't even know how to recognize when the water to the appliance is turned off, and then refusing to do the job is not providing a service. They should not be in the business of dishwasher repair.

  

  Business Response

  Date: 10/28/2022

  Thank you for allowing us to respond to this customer’s
  concerns.  The owner and service manager
  reviewed the service notes for the dishwasher referenced by the customer.  Our technician diagnosed the appliance on
  04/21/2022.  He determined two parts needed
  to be ordered.  When he returned to the
  home on 04/26/2022 to install the parts he found that the water to the
  dishwasher would not turn off.  Because
  our company is not licensed to proceed with plumbing issues, our technicians
  are trained not to shut off water or work on water valves which are not part of
  the appliance itself. 

  
  The customer would not accept this conclusion even when our
  service manager explained the situation during the phone conversation
  referenced by the customer.  The customer
  was charged our service call fee for our first visit to the home which includes the trip and diagnosis only.  He was not charged for a
  repair and he was told that we would come back out at no additional
  charge once the water issue is resolved. 

  
  The customer was billed our $105.00 service call fee.  He remitted $5.00, deducting $100.00 for a plumbing
  bill.  The customer did not include
  documentation of the plumbing bill.  We
  subsequently billed the remaining $100.00.  His unpaid account has since been submitted to a third party collection
  company.  We have had no further
  interactions with this customer.

  
  Because we provided the services included in our service
  call fee, we believe it is unreasonable to request that we adjust this customer’s
  bill.

  Customer Answer

  Date: 10/28/2022

   I am rejecting this response because:
  
  
  Chambers Services lied in its response. First, there were no "plumbing issues" to resolve. The only issue to resolve was the repairperson's incompetence and failure to realize that I had in fact turned off the water to the dishwasher for him (in two different places); my plumber can attest to that fact. Second, the manager did not offer to come back to finish the job after the "plumbing issues" were resolved. To the contrary, the manager told me repeatedly that they were not willing to finish the job and that I needed to find another company. Expecting to get paid when you aren't competent enough to understand something that is Step 1 in any YouTube video on dishwasher repair and when you refuse to do the job that you agreed to do is outrageous. They should be reimbursing me for the totally unnecessary $100 plumbing visit that they made me get and for my time in staying home from work twice to wait for their repairperson. Also, the $5 check that Chambers admits it cashed was marked "paid in full," so that ended the matter. At this point, they are just harassing me.

  

  Business Response

  Date: 10/31/2022

  Business called and agreed to honor the billing adjustment requested by the consumer as courtesy adjustment.