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:02/08/2024

  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.

  I purchased a Viking refrigerator from Abt in July 2020. The refrigerator does not stay cold anymore so I requested an Abt technician come out and give an estimate to repair. I paid $220 to have the technician come out and he stated that it was the defrost mechanism in the freezer causing the issue and it would be an additional $280 to fix. A few weeks later, *** called to schedule a service appointment to fix the issue but issued an invoice for over $1,000 to fix the refrigerator. I have spoken to customer service several times to no avail. Not only have I requested multiple times to adjust the price to what I was originally told, but after several times of them calling just to schedule an appointment without changing the price, I asked them to stop calling and they still continue to call. I want a refund of the $220. I do not trust them to actually fix my refrigerator anymore at this point since they have done nothing but try to scam me into replacing more parts than was originally deemed necessary by the technician that came on site.

  

  Business Response

  Date: 02/13/2024

  I am sorry for the issues with the fridge and the communication between the tech and the customer.  ********************* Manager has been trying to reach the customer to resolve the issue, but has not been able to make contact.

• Initial Complaint

  Date:01/10/2024

  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.

  Purchased Maytag Washing Machine (SN M91814601 Model # MGDB765FW0) on July 22, 2019 for $649 with a 4 yr extended warranty for $115. On Aug 17, 2021, there was a lid lock malfunction reported (where the subsequent breakage occurred). With *********** on Sept 3, 2021 On Nov 20, 2021, we reported the top door broke at the hinge and *********** replaced the broken door on Dec. 21, 2021. In Feb the top door broke at the same hinge a second time and *********** came out on Feb 5, 2022 but technician was not prepared to replace the second broken door. A second service call was done on Feb 17, 2022 and the second broken door was replaced.On Oct 2023, the top door broke a third time and we initiated another service call with Abt on Nov 14, 2023. *********** team stated replacing the door is no longer covered under the extended warranty and would not be fixed without a $300 service fee. I called both *********** managers and Maytag more than 5 times to find a resolution of either 1) fixing the door at no cost (seeing that prior replacements did not fix the original problem) or 2) replacing the washing machine for a prorated 50% credit of the original purchase price ($325) based on 5 yrs of use with an expected 10 year lifespan. *** offered to sell a new unit with a slight discount that does not take into consideration the full value of the current washing machine (which still works great other than the door constantly breaking). This product was defective 2 years 1 month after purchase. I seek a credit of $325 from Abt/Maytag for selling us a defective product that was never completely fixed after 2 replacements within the warranty period.

  

  Business Response

  Date: 01/11/2024

  I will reach out to Maytag and see if I can get a credit as the customer requested.

• Initial Complaint

  Date:01/02/2024

  Type:Product 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 Ordered : 11/22/2023 Abt Order Number: 1122303QMSJ Item purchased: Apple MacBook Pro 16-Inch Laptop Touch ID Apple M3 Max **** 48GB Unified RAM 1TB SSD in Silver (Late 2023)Amount Paid: $4,278.93 I am filing this complaint due to ABT's lack of customer service. I requested for a return on 12/04/2023, in which I was emailed a ** code to be used at *** in order to finalize the return (I have attached the ** code as an attachment to this complaint). With a quick response, I dropped off the return the following day on 12/05/2023. It has now been almost a month since the return was dropped off at *** and there has been no update as to when my refund would be issued. I have contacted weekly for the last two weeks and customer service just seems to want to get me off the line. Below I have attached the latest chat transcript of dealing with ***'s customer service. The tracking number for this return is: 1Z6W9E529093532330

  

  Business Response

  Date: 01/03/2024

  As indicated by the tracking number in the complaint, the computer has not been returned to us.  Once it is received and verified we will process the refund.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21086861
  
  I am rejecting this response because: The item has been dropped off since 12/04/23 at *** and ABT Technologies is not doing anything to find out why it has not been delivered to them. As the customer, my job of returning the product has been finished. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/04/2024

  There are a number of strange things about this return.  First, the tracking shows no movement since 12/5.  Second, the return was dropped at a facility 70 miles from where it was delivered.  Third, the shipping weight when we sent the item was recorded as **** lbs and the return package was recorded as 1lb.  We will gladly issue a refund if the item is ever returned to us.

  

  Business Response

  Date: 01/04/2024

  There are a number of strange things about this return.  First, the tracking shows no movement since 12/5.  Second, the return was dropped at a facility 70 miles from where it was delivered.  Third, the shipping weight when we sent the item was recorded as **** lbs and the return package was recorded as 1lb.  We will gladly issue a refund if the item is ever returned to us.

  

  Business Response

  Date: 01/04/2024

  There are a number of strange things about this return.  First, the tracking shows no movement since 12/5.  Second, the return was dropped at a facility 70 miles from where it was delivered.  Third, the shipping weight when we sent the item was recorded as **** lbs and the return package was recorded as 1lb.  We will gladly issue a refund if the item is ever returned to us.

  

  Business Response

  Date: 01/04/2024

  There are a number of strange things about this return.  First, the tracking shows no movement since 12/5.  Second, the return was dropped at a facility 70 miles from where it was delivered.  Third, the shipping weight when we sent the item was recorded as **** lbs and the return package was recorded as 1lb.  We will gladly issue a refund if the item is ever returned to us.

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21086861
  
  I am rejecting this response because: First of all, it is none of your concern where I dropped off my return, to say the least, it is a *** store right next to my job... Second of all, it is not my problem that the weight is inaccurately portrayed, that is what the shipping label you paid for entailed. Now the question is, are you guys going to proactively reach out to *** to find out about this or even file a claim? I am just trying to help you guys, because once I file the chargeback with my credit card company it is going to be an even bigger headache. With your next response I will accordingly move forward with the chargeback, have a good day!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/11/2024

  My point is that there are red flags associated with this order/return and we are excercising caution and waiting for the item to be returned to us in good condition to process the refund.  The customer certainly has the right to reach out to their credit card bank as they stated.

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  In June 2023 we ordered a dishwasher from Abt, paid $149 for installation. *** installed it but screwed it into the new cabinets on both sides, damaging them, instead of affixing it to the existing granite counter top as before.In July we contacted Abt. ******************** emailed a few days later stating: We had discussed per our conversation on the phone, the options for the repair. We can offer you a settlement / you provide an estimate invoice / or send out our in-house ********* to assess it. Let me know when you have a moment please. I would like to start by apologizing for the incident and am looking forward to working with you on a solution to this matter.We provided everything she asked for, pictures of the damage, quotes for the replacement and for the installation. We did not want *** to install it for obvious reasons. This all went from July to Dec 2023, 45 emails and several call by my boss. Often, *** did not respond to our email and we had to email her again and again. She finally agreed to pay the cost of the cabinets, the installation, and refund the installation fee given after apologizing for the delays and how much time I had spent on this which is entirely Abt's fault. We agreed to her settlement. I asked her for a check so I can have cabinets replaced while the house was vacant. She did not respond. She then asked for W-9. Our accountant said the damage cost is not taxable income requiring W-9. ******************** then emailed me saying a check was sent. Untrue: *** had not sent a check. I emailed her again and again each time she either did not respond or said a check has been sent. In Dec, I finally received a PARTIAL check that did not include $525 for the cost of installation even thought that was our agreement. We need Abt to (a) explain why it dragged this out for months, (b) why it breached its settlement agreement, and (c) send us a check: $525 installation cost plus 17 hr. spent on Abt's damage, at $65/hr., for a total of $1630.

  

  Business Response

  Date: 12/29/2023

  I apologize for the drawn out process and the fact that the labor reimbursement was missed.  I have addressed this with the employee involved and made arrangements to reimburse for the labor incurred.  We are normally more responsive to these issues, and do our best to take care of things when these issues arrise.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21064603
  
  I am rejecting this response because:
  
  1- As you note, in its response to BBB, the company accepted my complaint as it was filed. 
  
  2- A few days ago, I received the $525 installation check, which the company had agreed to pay but then did not. 
  
  3- I did not receive a check for $1630 for the time and effort we spent on this small issue as described in my original BBB complaint. This is for the time I have charged for processing this claim (56 emails over 6 months, obtaining and providing damage estimates and pictures, responding to Abt questions, responding to its unwarranted demand for W-9, calling Abt a number of calls, filing a complaint with the BBB, responding to BBB, etc.  Abt's damage caused all this, and *** is responsible for the said $1630 charge.
  
  4- As a customer, we really did not do anything wrong. *** failed to properly install a simple dishwasher, damaging the new cabinets.
  
   5- Here is what *** wrote to me in July asking for estimates:
  On Monday, July 24, 2023 at 10:06:22 AM CDT, ***************************** <*************************************> wrote:
  Good morning *****, 
  Thank you for sending the photos. I am sorry for the incident that occurred and I appreciate your patience in this matter. When you have a moment, can you please provide me with the estimate invoice from your contractor. 
  Kindest regards, 
  Emilia 
  
  6- Here is ***'s reply to my asking again to send the check:
  
  On Tue, Nov 28, 2023 at 5:17 PM ***************************** <****************************************; ************** will do
  all is set
   kindest regards, 
  emilia 
  
  7- No check was received as of Dec 4, so I wrote Abt:
  

  
  

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2024

  We have reimbursed as promised.  I spoke to *********************' boss, who did not request additional reimbursement.  We will not be paying $1630 for ******************* to do her job.  We are however issuing the business a credit for the inconvenience.

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21064603
  
  I am rejecting this response because:

  Abt writes: "I spoke to *********************' boss, who did not request additional reimbursement."

  This is partially correct: My manager did speak with a gentleman from and urged him to address the issue. However, when asked for the specifics, my manager referred the gentleman to my letter to BBB which has all the details. 

  Abt also writes: "We are however issuing the business a credit for the inconvenience."

  Please confirm that this unspecified credit is for $1630 and advise how it will reach our office.

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/25/2024

  We have sent a credit of $500.00 to ****** Company for the inconvenience incurred over this issue.  While I appreciate *********************** frustration, we are not responsible for her compensation as an employee of ****** Company.  I routinely handle issues with our customers, vendors and business partners and neither myself or Abt have ever billed another person or company for time spent doing my job.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21064603
  
  I am rejecting this response because:

  1- Abt's letter implies that the excessive time it made me spend on the damage its installers caused was essentially part of my job and on me. I disagree. 

  2- The initial contact with *** to settle the matter was part of my job.  The damage issue should have been resolved with a couple of emails and in a few days. But *** dragged it out for months resulting in some 60 emails and phone calls, repeated delayed responses to my emails, a breach of agreement to pay as detailed in my complaint, and finally filing a complaint with BBB and its follow ups.  The time spent is the results of the failures at Abt and not part of my job. That is why I billed Abt for the time spent on the case.  Hopefully Abt does better with other customers. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/26/2024

  Again, I am very sorry for the initial problem and the subsequent aggravation.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21064603
  
  I am rejecting this response because:

  We appreciate Abt's acknowledgment of the problem and the subsequent aggravations, but it is not clear from Abt's response if It has sent us the balance of our invoice by check or credit card in full.

  We did receive a partial credit of $500 but the invoice is for 17 hr. we spent on Abt's damage at $65/hr., for a total of $1630. Abt can deduct a couple of hours from this which should have been sufficient for Abt to process the claim. The rest of it, some 15 hrs, was spent on emails, calls, follow **** delays, etc. which Apt now acknowledges. The balance would be $475.

  By way of explanation and why we are so concerned, we charge the owners for the non-routine time and effort spent on the properties we manage. Frankly, we cannot charge them the cost of ***'s mistakes; they are not at fault. It is not fair to charge them for ***'s mistakes. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/26/2024

  We have done all we are going to do.  There will be no further credits or payments. 

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am writing to express my disappointment in ABTs flagrant misrepresentation in providing exceptional customer service. I purchased a ***************** and Dryer combo on 10Nov with *****************************. It was installed on the 18Nov. Shortly thereafter, I was informed Miele (manufacturer) was offering a rebate for purchases of combos as of the 13Nov. I reached out to both ***************************** and ***** to understand if a workaround or exception can be made - after all, I missed the deadline by 1 business day. ****************** promptly brushed me off via email. ***** referred me to my appliance vendor - leading me back to ABT. I gave a call to ABT on 24Nov, spoke with **************** and had another lackluster experience, remember, once the credit card is charged - ABT no longer cares. ****************** did not want to deal with me so he made an attempt to transfer me to ****************** ******************, speaking through ******************, said I would not quality for the rebate because I bought a floor model washer (which is actually not true, I read the T&Cs provided by ****** actually would not qualify for other reasons). Upon asking to speak with ******************, ****************** promptly told me my business was of no importance and that he had other customers to speak with and so did ******************** asked for his last name and was further rebuffed. You see, the point is not that I do not qualify for the rebate - I am happy to own that and move on with my life. The point is I picked *** to conduct my first appliance transaction after moving to the Chicagoland area because I fell for the guise of customer service but now I have realized it is just thata guise. A mask for an organization that just wants to process your credit card and keep it pushing. My eyes are now clear and I will make it a point to make sure others around me are also well aware that after your transaction goes through, you are just another hindrance to the customer service and sales teams at ABT.

  

  Business Response

  Date: 11/25/2023

  We have been in buisness for 87 years, and the idea that is aspoused in this complaint, that we don't care once we swipe the credit card is completely unfounded.  There was definitely some question as to whether the purchase qualified for a rebate.  In the end, our store manager came up with an alternate solution that the customer found satisfactory.

  Customer Answer

  Date: 11/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Mantas Butanavicius

• Initial Complaint

  Date:11/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  ABT Held my Appliances against their WILL!I ordered a Washer/Dryer and Dishwasher from ABT on 10/29/23. The delivery date arrived and my Washer(**) arrived with a dent. No big deal, I understand things like that happen. The dryer and dishwasher were installed with no issue. When the Washer installation was complete, I was told by the driver that I couldn't use it because it wasn't operating properly. So, I was going to be left without a working washer for at least a week the driver said. My old washer that was removed and put on the truck was still working. I was upgrading because the dryer started acting up. I told the driver I was going from a working old washer to a brand new not working washer. That was irritating so I said just put the old working one back until the replacement comes. The driver said NO, I can't remove anything (my old washer) once its on the truck. Then I said just cancel this whole order and take everything back and put my old appliances back. The driver again said NO. This is what I don't understand, how can a delivery be refused only to be told you can't refuse it. The driver said he was leaving and there was nothing I could do. Again, I didn't want to be left with a broken washer and refused to take delivery. Why couldn't the delivery person just replace the broken new washer with my old one. I would have been happy. I was forced to take delivery. Not sure whats going on. It's a helpless feeling when you are forced to take something you don't want. I called customer service and they did send another crew out to take the new ** Washer and Dryer out and put my old ones back. So, the first guy could have just put my old washer back and left the new dryer but, for some reason didn't want to. I did however, keep the dishwasher. They did a great job installing it and I love it.

  

  Business Response

  Date: 11/08/2023

  We have already refunded the cusotmer as requested.  I also offered to reinstate his order at a discount.  I have addressed the delviery issues with our installers.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20842746
  
  I am rejecting this response because: I did get upset because the delivery people wouldnt return my old appliances after I rejected the order. The delivery guys threatened me with abusive language I didnt try to slash any tires. The truck I supposedly tried to slash the tires was working properly and used on the return visit to bring back my old appliances. One of the delivery people tried to hit me. Thats fine you dont want to do business- just stating my side. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/09/2023

  The situation was documented with the police department.  We have aggreed with the customer to part ways.

  Customer Answer

  Date: 11/09/2023

   
  Better Business Bureau:
  
  Both parties could have handled this unfortunate situation better. We have agreed to amicably part ways. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/06/2023

  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.

  I ordered a new washer and dryer from ABT. They came out to install them on Oct 20th 2023, while installing, I was told by ABT they conducted a "pressure test" of the dryer vent and in doing so it ruptured the vent making it impossible to safely operate the dryer they were installing. The installation crew left and several days later I am told that they are sending a crew out to fix it. I take a day off work to meet them all to find that this crew is not there to fix it, they cannot fix it nor can anyone at ABT. This was only told to me after they had done what ABT sent them to do, which was to gather evidence to exonerate their previous crew from liability. They ran a fiber optic camera through the vent and claimed that the vent was improperly installed, going on to explain that a vent must be either screwed or taped with silver tape to be properly installed. About 10 days later I was able to get contactor out to the house to open up several different walls and ceilings all to find the rupture in the vent and in fact that vent came lose at a juncture that was silver taped. I was able to gain photographic evidence of this before the contractor repaired the vent. I have attempted, throughout this process, to speak with more than one general manager at ABT to resolve this but no manager is willing to get on the phone with me. The crew that installed the washer and dryer plus the crew that came out to inspect the dryer vent both told me the vent must be either screwed or taped with silver tape to be properly installed. Then I spoke with someone at ABT this past week who then told me all joins must be cemented together to be properly installed which my contactor and a home inspector friend of mine both told me was totally untrue. *** has openly and repeatedly stated they refuse to pay the thousands it will cost to repair the damage they did, patch the 5 holes in my ceiling and walls plus all the painting.

  

  Business Response

  Date: 11/08/2023

  The connection in question was in the customers wall.  When we were attempting to clean his vent the connection came apart.  It clearly was not properly secured or it would not have come apart.  In spite of this we did send our guys to try to fix it but because it was concealed they used a camera to try and locate the spot where it came apart.  It was not in an accessable spot which is when we suggested that a contractor out to address the situation.  Again, it is our feeling that the vent connection was not secured properly and came apart.

• Initial Complaint

  Date:11/02/2023

  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.

  ABT appliances came out at least three times to repair a dishwasher in my rental Bldg at ********************************************************************. The dishwasher was purchased from ABT about 3 and a half years ago. Whirlpool model WDF520PADM. They replaced parts. Still did not work. In the meantime they call, text, send bills on a regular basis, looking for $476.66 for repairs and it still doesnt work. This has been going on for about 2 months, while my tenant is still with a dishwasher. My wife ************************* has called ABT requesting to speak with one of the owners. He or she never responded, instead a manager by the name of ************************* called. He Said that the last tech, known as **** said it needed a stand pipe drain. We have owned the Bldg for 28 years and have never had a problem with a stand pipe. They have replaced parts and the ** still does not work. In response to their report about the stand pipe a licensed plumber added a High Loop. The ** still is inoperable.

  

  Business Response

  Date: 11/03/2023

  We are returning to see what the customer's plumber has done.  It is our belief that the lack of an airgap was causing the water to siphon back.  If this has been corrected, and unit is still holding water, we will re assess.

   

   

• Initial Complaint

  Date:10/29/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Hello BBB and ABT team,We apologize for this form of complaint but would seek your assistance in obtaining a resolution. I have been a longstanding customer of ABT with over ***** dollars of products purchased for myself and my rental properties and associated businesses. Sadly, it is with my own home products that I am having issues. I purchased a combination package of stove, fridge, dishwasher along with a warranty on these products. You will see on your records that during the first couple years of my warranty alone I have had two-three calls for damaged refrigerator and in the last few months I have had damage to my dishwasher. This is outside of my microwave that I purchased that was broken and had to be returned. Each visit, a service member comes to examine the problem and then they come 2-3 times as the parts they bring are not working or broken or can not be serviced by that person. In all I have lost over a week of time at work costing me the same cost as the appliances and have not even been able to use the goods that I have paid for. I love ABT and their products but after all of these years I am very upset. This leads to me to think the products are faulty to begin with and I fear the moment the warranty expires, I will be left to purchase new products right away. Further, if the company I bought the products from can not even find parts or fix it right away requiring many visits, how would I be able to fix it? My request is humbly for a replacement of my fridge and dishwasher in order to ensure that I have a manufacturer warranty protecting me for one further year. If that is not possible, I am requesting a credit or gift card for the cost of a new fridge and or dishwasher to compensate the lost usage time and time off work, or some portion thereof. This will ensure my products continue to come from ABT to ensure my loyalty. My last request, and least favored is an extension of my warranty for an additional 3-4 year term.

  

  Business Response

  Date: 11/14/2023

  we have repaired the customers dishwasher at no cost to them and will add 2 years of warranty to the dishwasher.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20797357
  
  Thank you for the proposed offer in alleviating the concern and complaint. I understand that I have not had to pay for the repairs (I am under warranty) and that was not the primary concern, rather it is the security of having reliable products and the missed days of work and inconvenience for repairs for my fridge and dishwasher.
  

  If the proposed solution is 2 years of added warranty to the dishwasher, my request is the same additional 2 year warranty be added to the fridge. Is this a reasonable request?

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/15/2023

  Added to the fridge as well

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. When possible, please send confirmation or a receipt of warranty for both products. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 got a unit put in in July 2023, the until was fine until Oct 2023 it was Smokey and making a loud noise. I called the company and told them what happened. And they stated they would send someone out. Which they did, the person came out and stated that the smoking could be due to the heat portion of the unit just not being turned on, and something being loose. The employee stated they would take a look, he then stated it could be mutiple reasons and did not give details. After that they stated they needed payment, which i was not advised about when i made the appointment that theirs a service charge, the company did not communicate those and then when they came out, and nothing was done. They also sent emails regarding payments, but to this day i dont know what was completed or done or included in that payment,

  

  Business Response

  Date: 10/25/2023

  While we did install a new air conditioner for this customer in July, the customer kept their existing furnace.  It turns out the issue was with the furnace and not the air conditioner which is why the customer was to be charged for the service call.  The customer's complaint was of a burning smell and a noise.  Our tech diagnosed that the smell was just the furnace starting up and burning off dust etc.  He felt the noise was coming from the blower wheel.  No additional follow up calls were performed or parts ordered as the customer refused to pay for the service call.

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20772003
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 10/25/2023

  When calling in, you should always been advised of any charges that can occur all calls should be recorded and none of this was discussed. I also in the call mentioned i thought it was the unit that was just put in, I did not want anyone to work on anything that they did not install, i wanted what they put in due to thinking it would be under warranty, the technician should have advised the portion that is not working is not what we put in, would you like for me to continue looking into this, this may be a charge since this is not the unit we put in and i would be able to make that decision, which would be a no. Things should be communicated, so both parties understand.

  

  Business Response

  Date: 11/08/2023

  Again, when the ticket was written the call taker was under the impression that the issue was with the airconditioner, which was under warranty.  The issue ended up being unrelated to the air conditioner.  I have spoken to the call taker and advised them to better qualify in the future.  I have waived any charges to the customer

  Customer Answer

  Date: 11/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************