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:12/15/2022

  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.

   
  Complaint: 18574506
  
  I am rejecting this response because it is not factual. And it is obvious the business is retaliating due to my filing the complaint. THe business agreed to refund all of my money and I complied with the business' request to provide proof the refrigerator was working after he (******) stated it was the compressor. A message detailing the business's (******') conversation when he phoned me, today.was sent to the BBB earlier, today. 
  
  Customer requested that the technician diagnose 3 different appliances one fee when it should have been $99+50+50.
  
  
  
  Never did I request three appliances to be diagnosed. The copy sent to the BBB detailing the text messages between the business and myself notes, I already knew what parts I needed for the dishwasher and the stove.
  
  
  
  Upon calling the business and informing the business of my needing the refrigerator to be repaired, I also told them I needed the two igniters and the door seals for the dishwasher. The business only indicated it was a $99 service call fee. Never did the business disclose anything during my initial phone call to schedule the service call about there being an additional charge for other appliances.
  
  
  
  Also, today, upon attempting to call a different company to schedule a service call, listed on the   internet, I believe, as ******* Appliance *********** The rep stated the service call is $99. It was to repair the washing machine, fasten the back of the refrigerator the other tech neglected to fasten and install the bake igniter. Never was there a mention of an additional charge for additional appliances.
  
  
  .Whomever I called, ended up being affiliated with T.E.C. Appliance Repair (******) in spite of being listed under a different name and number because as I stated earlier on and updated the BBB ****** called and informed me I had made the appointment with them and to get myself another technician because he was cancelling the appointment.
  
  
  
  The first I ever heard of an additional $50 for each appliance was upon my contacting the business after the initial service call. A copy of the text messages between the business and myself was submitted with the complaint and it supports 
  
  
  
  
  
  Most of the diagnostic was done on the stove not the refrigerator. (Note: The refrigerator was and still is my main concern because I can wash dishes by hand like I've been doing for a while and the stove is not a priority either. I needed to get the refrigerator fixed because I did not want to lose all of our food. True, the business (******) quickly looked at the refrigerator and stated it was the compressor because it was blowing warm air. The refrigerator was and still is my priority..  After leaving the customer then called another company to do the work.(T.E.C. stated I then called another company to do the work. Another nonfactual  statement. Please refer to the text messages history. It details my still trying to work with T.E.C. but their prices were outlandish and the business would not guarantee their labor if I got my parts elsewhere.  She said that he diagnosed the refrigerator as having a different problem.  Which is fine but she not due a refund because 2 other appliances were involved also. T.E.C. (****** stated he would refund my money and it was even noted in the complaint. He first stated he would refund me $50 when I asked to speak to a manager or supervisor. He later agreed to refund my money until he decided to retaliate because I filed this complaint. I could not even get the business to commit to the address where he was sending my refund. This made me very uncomfortable. Based on what I have experienced with this company from the very start saying the compressor cost $1400 and my immediately looking at the cost of a compressor online and discovering the average price was $300 for a new compressor. Upon bringing this to T.E.C's (******' attention, he stated the other cost was for the labor.   And, ******** stated at approximately 2pm that the other company did not fix the refrigerator but at 5pm she sent a picture of ice which is not possible to make in 3 hours. All I know is the refrigerator was working after the other tech left. And, he stated it was the temperature sensor. And, I believe, he even stated the temperature sensor could be the cause of the compressor shutting down. I unplugged the refrigerator and plugged it back up and it did start working, again. T.E.C. (******) see in the text messages where he even stated he does not know alot about the model of refrigerator I have.  So customer is not due a refund as it was applied to the stove and dishwasher diagnostic. 
  
  
  
  Again, T.E.C. agreed to refund my money and it's in writing. To do otherwise supports T.E.C.'s (******'s) phone call earlier today where he stated he only stated he'd return the money because he did not want me to file a complaint. He never stated this was the reason why he was refunding me the money. And, again, it was never disclosed beforehand that there's an additional charge for each appliance.
  
  
  
  If it was the compressor...would it work for a day and then start working again and then stop again?  Had the business (******) told me initially he wasn;t really familiar with the model of refrigerator we have, I would have never scheduled the appointment with him. See in the tech messages where he even states he's "not familiar with a temperature sensor on a refrigerator"
  ****** (T.E.C.) even goes on to recommend I call Mainstream appliance they specializes in those refrigerators". Another reason he should refund my money. The error message is right on the front of the refrigerator. And, not being that familiar with the model of refrigerator I have, again, he should have never taken the service call.
  
  
  To attempt to say the other appliances were part of the cost of the service call after the fact is just not professional nor is it factual.
  
  
  
  Again, please see the text messages between T.E.C. (******) and myself.
  
  
  Thank you,
  *****
  

  Business Response

  Date: 12/15/2022

  Customer requested that the technician diagnose 3 different appliances one fee when it should have been $99+50+50. Most of the diagnostic was done on the stove not the refrigerator.  After leaving the customer then called another company to do the work. She said that he diagnosed the refrigerator as having a different problem.  Which is fine but she not due a refund because 2 other appliances were involved also. Customer stated at approximately 2pm that the other company did not fix the refrigerator but at 5pm she sent a picture of ice which is not possible to make in 3 hours. So customer is not due a refund as it was applied to the stove and dishwasher diagnostic. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18574506
  
  I am rejecting this response knowing firsthand what took place. T.E.C. did in fact say to me the compressor cost $1400. And, it was only after going online while in ******' presence, researching online the cost of the compressor and sharing the online search results with T.E.C.(******). Upon my sharing the results with him, that is when he stated the extra cost was for the labor. Please refer to the text message where he apologizes for the wrong diagnostic and stated he would refund my money. Note, he stated nothing about the dishwasher or the stove during this specific text. The only time, again, T.E.C. mentioned the extra charges was after the fact and this too you can see in the text thread sent to you.

   

  Again, upon my unknowingly calling what I thought was a different company, Thursday, Dec. 15th, I was quoted only $99 and told if I choose to get only the igniter repaired , I believe. the $99 would be taken from the $150 charge for the igniter. I was told they could not repair the washer. And, I also requested to have the back of the refrigerator panel fastened, I believe. It was not until T.E.C.(******) called me later, the same day, to inform me of "two things", ****** stated, he was only going to refund me my money to keep me from filing a complaint and I could find myself another repairman because the appointment I had made was actually with their company. And, he was cancelling the appointment. Note: T.E.C. (******) never stated  previously he was only refunding my money prior to the Thursday to prevent me from filing a complaint. Again, please see text thread.
  

   

  I'm really glad the text messages between T.E.C. (******) and I were saved because it is very obvious what is taking place. Monday, Dec. 12th, I noticed the refrigerator had stopped working. After unplugging the refrigerator and then plugging it up again, later I heard the ice-maker.. The refrigerator was back to working. However, Thursday evening, December 15th, is when I discovered the refrigerator had stopped working, again.

   

  Attached is a photo of my opening the freezer and discovering all the popsicles, ice cream had melted and the recently meats and vegetables had all thawed out.
  

   

  Marty MIa
  

   

  
  

   

  Business Response

  Date: 12/27/2022

  Thus customer was only charged a service charge for coming out. She decided not to proceed with the repair. Service charges are applied to to repair not refunded because they call a different company. If customer had used us for the ********************** then none of this would be an issue. And she was never quoted $1400 for just a compressor that is totally untrue.  An entire compressor job is between$1100 and $1400..

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18574506
  
  I am rejecting this response because the business is not being truthful. And, he knows his exact words to me was a compressor cost about $1400. Again, it It was only after I immediately researched the cost of a compressor in his presence and brought it to his attention that he changed and stated, the compressor would be about $1400 dollars with the labor. The business has changed his story and that's a huge red flag when it comes to telling the truth. Because when you tell the truth you do not have to remember what you said. T.E.C. (******) is not being truthful. And, again, you have the thread to the text messages supporting this business agreeing to refund my money because his diagnose was not correct. T.E.C. (******). He has attempted to deny the fact that he was called to mainly repair the refrigerator. T.E.C. stated after the fact that he should have charged for the other appliances when yet, he never disclosed upfront that there should be another charge for the other appliances. The thread of text messages reveal I am being truthful and forthright in spite of the business saying I am not being truthful. This I strongly feel is slanderous. The business agreeing to refund my money because it was not the compressor and then retaliating because I filed this complaint is another example of the type of business T.E.C. (******) really is.

  Had T.E.C. (******) been truthful by not initially telling me a compressor cost $1400 and my discovering the contrary, had T.E.C. (******') diagnostic been correct and had T.E.C. (******( been truthful about what took place, my trust would not have been destroyed. As a consumer there are two main things I look for when conducting business honesty and quality work.

  T.E.C. has gone on record continuing to provide false information just to keep $99. Those $99 add up. In spite of what took place early on, never would I have thought T.E.C. (******) would stoop as low as T.E.C. (******) has.

   

  T.E.C.would never have been paid the service call had I known upfront T.E.C.'s (******') refrigerator diagnostic was incorrect. T.E.C. (******) does not deserve the $99 because the time T.E.C. cost me to correct his mistake outweighs the approximately 20 - 30 minutes T.E.C. (******)  spent on the service call.

   

  Sincerely,

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

  
  

  Business Response

  Date: 12/19/2022

  Customer is not being truthful about the situation. Customer was never quoted $1400 as the price of a compressor. That was estimated cost of the entire repair with labor, compressor and other parts that are needed.  And also it has brought to my attention that the refrigerator still isn't working so when she sent proof that it was working it was not true. However customer is correct in saying that new appointment that she requested was cancelled due to the fact that we prefer not to engage in business with distrustful customers. And we do have audio proof that the appointment was made with dishwasher being the first concern.