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:05/02/2024

  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 am still having issues with my refrigerator. It is not keeping food as cold as it was several months ago. I am requesting that they come back out to see what the current issue is, with my appliance.

  Business Response

  Date: 05/02/2024

  I’m honestly confused as to why this was brought to the Better Business Bureau. Every time this customer has called in we have gone out to look at the refrigerator. All this customer has to do is call the office and we will come out for a free service call to see what’s going on. 

• Initial Complaint

  Date:06/09/2023

  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.

  On May 11, 2023 ***** from 911 Appliance came to fix our washer. The washer was working, but taking a long time to fill. He said it was the water valve. He returned with valve and fixed it, but in doing so, blew the control panel. He apologized, said that there would be no cost to us, would order a new control panel and his boss would contact me. I never received a call from ******.
  
  I would call or text to see the status of the part. I was told at one time that it would arrive on a Wednesday and when it didn’t I never received any communication. On this date (June 9,2023) I called ****** to see the status of parts. I was not rude, just assertive. He told me it was in transit. I said ok, where is it at. He said. Idk, does anyone know. I said that’s why there is a tracking number. He said, your attitude is not helping you, you are being rude. I said I’m not being rude, I’m frustrated as I haven’t had a washer in a month. I told him I was calling to find a solution. He said there wasn’t any. I asked if he would settle for 600.00. He became very angry and said he would never give me 600! I told him the parts were almost 300 and he said it was 195. I referred him to the attachment they sent me weeks ago and he made some excuse why the price was not correct. I explained to him that the washer was working before ***** worked on it and now it’s broken. He said well that happens and I should accept it. He said if the part did not come by next week he would consider paying 300, but no more. He became even angrier and I hung up on him. He called back, I didn’t answer as I didn’t feel it would be a positive call. I then received a text calling me a ****** I received another text from company saying I was a red flag customer. They were to be sending me money for part and labor. Later this date I received a text from ****** stating Great Reviews, ****** I did not respond.
  
  I feel the company owes me for the cost of a replacement washer since it’s completely useless now.

  Business Response

  Date: 07/05/2023

  We made many attempts to work with this customer as we waited for the board to come in. She refused and told us we had to buy her a new unit, which we told her was not reasonable as the correct part has been ordered and we are simply waiting for it to come in. We have issued a refund today for the amount of a new control board, as well as labor cost, so she can have another company do the work she refuses to allow us to do. 

  Business Response

  Date: 07/06/2023

  We cannot make a part come in sooner than it does. Some parts arrive the next day when ordered, others take weeks or months at this point. We do not receive a tracking number with appliance parts. We are only told when they are shipped and where they are shipped from. It is also frustrating for us to not be able to finish a customer's job because a part is stuck in transit. We do not keep spare washing machines on hand so a loaner washer was not an option. Yes, when the technician was replacing the part, water got on the control board and it shorted out. Unfortunately with this washer, they are right next to each other and it occasionally can happen. We sincerely apologized and immediately ordered the board to replace at obviously no cost. We advised that as soon as the board came in, we would come out and take care of it for her. We still have not received the board. And a check was mailed one day ago so the customer will be receiving it in the next day or two. Unfortunately this is all we can do to help from our business side. We apologized many times at the shorting of the board. In all the years our owner and technicians have been doing this, it is the 2nd time this has happened, as the design of the machine causes the water to run close to the board. Again, we are so sorry this happened and your check for the board and labor is in the mail.

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I received a check for 350.00. You will see by the attachment, which I received from the owner, is 295.00. This does not include a service fee or labor cost. 
  

  Plus, I had to purchase a new washer as if I hadn’t, I would still be without clothes. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 07/19/2023

  We have done everything a business could do to work with this customer on this. As you can see by her attachments, we have responded every time and even sent her screenshots from the parts company showing her the part is not in yet. Then, we refunded her for a part she needs, plus labor cost so she can get it and have a company install it. We are not responsible for a new washer being bought due to a part being out of stock and not shipped. This customer has been nothing but rude, even asking if she could borrow our own washer. This matter is closed on our end as we have gone out of the way to do the right thing and the customer has been completely unreasonable.

  Customer Answer

  Date: 08/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:we obviously are not coming to an agreement. The next step for me is to decide if legal steps are to be taken. $350.00 does not cover the parts and labor, as tge part itself is 295.00, per the owner of the company. 
  
  
  
  Regards,
  
  
  
  ***** *******

  Business Response

  Date: 08/04/2023

  ****** ***** co owner at Appliance 911

  Maam your entire inlet water valve that was the original part that failed and the reason you requested us to come to your home was replaced free of charge and is on your machine for the inconvenience. As well as offering you $350 for the cost of the control board. I gave you multiple opportunities to work with me but you demanded we purchase you an entire new washer. My offer is more than fair and if you’re having to pay any additional money because you refused to wait for the part. If you want additional funds than I am going to insist y pay for the part that has already been replaced by us which we already waived. We aren’t paying anymore than the $350 offered

• Initial Complaint

  Date:05/25/2023

  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.

  Our first transaction with Appliance 911 was 6/29/2022 for our LG refrigerator. They replaced the compressor and we also got a 5 year parts and labor warranty. The total was $1301.72. There was a manufacturer warranty on the compressor, so we received a refund check of $350.
  A few months down the road, the fridge stopped working again. They came to work on it several times between December 22 and February 21st. On February 21st, ****** and 2 other employees came to work on it, and they determined that it could no longer be repaired. ****** said they would need to ¨cut their losses¨ and just issue us a refund check for the remaining amount of our original payment. We have never received payment. We have called the company direct number several times, as well as directly spoken to ******. We have also been told directly twice that they would be dropping off the check to our home, since it was never mailed to us. Those dates are April 14 and May 14. Both times were a no-show. We have reached out since then, and still have not received a check, nor any sort of confirmation that it will be mailed. They owe us a total of $951.72.

  Business Response

  Date: 06/05/2023

  I apologize this has taken me so long to respond to this. We have had a family illness, which is why the owner has been out of town unexpectedly. He did tell the customer that he was out of town and would be sending out the check when he returned. He is actually still out of town with family but the office will be sending out the refund for this tomorrow. Normally our refund process is very quick when we issue them, but due to these circumstances, I apologize it has taken this long.

  Customer Answer

  Date: 06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  It has been over three months with several excuses as to why the check has never been sent. We have communicated with their office and directly with the owner, and their response this time via the BBB sounds much like the lip service we’ve received each time. I can’t accept this until I actually receive the refund money in my hands. 
  
  
  Regards,
  
  
  
  ******** *** ***** *******

  Business Response

  Date: 06/06/2023

  All I can say is the check is currently in the mailbox and will go out today when the mail gets picked up

• Initial Complaint

  Date:04/16/2023

  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.

  Attached is a letter detailing my experience with the owner of Appliance 911 in Olathe KS, ****** *****. I am asking for a full refund since services paid for were not rendered.

  Business Response

  Date: 04/17/2023

  Our technician went out to the customer's home and found the control board had been damaged by water and needed replaced. He replaced the control board which fixed the washing machine, until a valve also failed on the machine. The customer called in and demanded we replaced the valve at part cost only and said they would refuse to pay labor. This makes no sense because the part we replaced is working well. It is a complete separate issue that happened and we told her we would be happy to replace the valve but it would be at the regular price we charge. She demanded we should have fixed it when we fixed the control board, which makes no sense because there was no sign the valve was faulty. It only became apparent once the control board had been fixed, which is what she paid for. To ask us for a refund for a repair that we completed and is still working is not right. The customer began to become agitated and rude when we told her we would not do the repair for free, or at part cost only because there was nothing we did that made her valve go bad. She harassed the technician and then the office staff. At this time, the owner ****** got involved, and responded with some agitation because of the horrible way she had dealt with the office and the technician who were both being very kind, explaining we can do the repair at our normal cost. She is asking for a refund on a repair that was completed perfectly. We cannot refund that repair and would still be happy to do her valve replacement at the normal cost.

  Customer Answer

  Date: 04/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I spoke with office staff one time to ask the tech to come back and check my washing machine. I asked to have the tech come back and check the machine because, after the repair, it started making a screeching noise. Office staff told me I could not see the tech again for 4 days. I explained that I needed him to come that day, because I had a washing machine half filled with water, soap, and towels. She said she would have the tech reach out to me. After waiting approximately 6 hours I called and left a voice message. The tech finally called me back. He said the problem was the intake valve and that it is controlled by the control panel and should have been replaced when the control panel was replaced. I asked him if I would be expected to pay for labor. He then changed his story stating it was a buildup of hard water that was causing the problem. This is not possible in a year and a half, because that is how long I have had this brand-new machine. I consulted with two other people about this issue who are more than qualified to make a judgment, and they agreed with my assessment and agreed that the valve should have been replaced when the control panel was replaced.
  The owner of this company accused me of blackmailing him after I stated I would report this matter to the BBB if they did not make it right and replace the part and not charge me any additional labor.
  Via text, he mocked me, was nasty, and generally hateful. His accusations against me are patently false.  It is a story he has drummed up to save face. Anyone reading this should check the record. This owner has had multiple complaints lodged against his business with the BBB. You can pull up the records by searching Appliance 911 in Olathe, KS.  I provided the BBB with documented evidence (screenshots) of our text exchange. I also provided documentation showing the intake valve is controlled by the control panel, hence the name - control panel.  After I stated I would file complaint against ******, the business owner, he texted: “I’ll still be just as successful as the last 10 people
  that tried to blackmail me.” Black mail? No. Ten complaints? Wow! In addition to this, the business owner has a questionable personal history. I responded that he had no right to cheat me out of money. I also said,
  “You made a mistake. You need to grow up and accept that, and take
  responsibility for it, and do the right thing.” He sent a text calling me, “*****.” He then mocked my brother’s
  expertise as a building maintenance engineer. “What a joke. Now maybe he can
  build airplanes and tell the pilots how to fly.” My brother is more than qualified to make a determination about this situation. He is one of two professionals I consulted.
  I informed ****** that I will be sending screenshots of our text
  exchange to the BBB. I texted, “Please stop harassing me.” He mocked me. I
  again reiterated my brother’s expertise as a building maintenance engineer in
  the hopes he would see the logic of my assertion and as a final attempt to get
  him to do the right thing. He mocked my brother, then called me “*****.”
  I asked ****** to stop harassing me and texted, “This is completely
  inappropriate and unprofessional.” He mocked my brother again. I texted,
  “Please stop harassing me.” He wrote, “I’m just responding to your blackmail.”
  I texted, “Please stop harassing me.” He responded, “Please stop harassing
  ma’am.” More mockery and trying to make it seem that I am the villain in this
  scenario. I provided proof of this text exchange to the BBB. If you are a consumer believe whoever you want, but take this as a cautionary tale

  Business Response

  Date: 04/20/2023

  The only repair that was paid for did not fail. It was secondary part that failed. This does occasionally happen when one part is fixed that a second part failed. We offered right away to come and repair the valve. When a control board goes bad, we do not automatically charge the customer and repair a second part. Our company does not perform extra repairs on customer machines to make a buck. It was not showing signs of failure at all so it was not repaired. Once control board was fixed, the valve failed. We offered to repair it at a normal, and fair, price. We are happy to refund money when our company is not able to fix the problem, but that is not the case here. The text messages show part of the story, the end, after our technician was put down and our office staff harassed. So, yes, the owner may have gotten sarcastic after many attempts to remain professional, which we do apologize for. But the repair work that was done was solid. When second part went bad, we again offered to come out to fix it and customer denied that repair. We cannot refund a job that was done perfectly well by a highly trained, kind, and honest technician who received more 5 star reviews for our company than any other technician. 

  Customer Answer

  Date: 04/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: The attached screenshots speak for themselves regarding the business owner's demeanor and treatment of customers when their ethics and business practices are questioned with good reason. I did not harass office staff and there is no evidence of this. There can't be. It didn't happen. I had one brief conversation with office staff, reporting that my washer continued to have an issue after spending $490 to have it fixed. The employee answering the phone said she would have the technician contact me. That was the extent of our interaction. This business has multiple complaints that have been lodged against them with the BBB. The owner admitted to having a total of 10 complaints with the BBB and that is proven in the text message screenshots. Check the BBB's history. They also only have 3.5 stars on Yelp. Some of the criticisms on Yelp are similar to mine. He said. She said. People will either believe the veracity of my claim or they won't. At least now, there is a permanent record. I told the BBB I want my complaint, and the owner's responses, to be permanent. I was assured it would be. You might be treated well by this company. But mark my words, if you call them out in a straightforward manner, you will be met with animosity, disdain, and a comprehensive lack of professionalism.  Take the risk or don't. It is up to you as the consumer to make this determination.

• Initial Complaint

  Date:01/04/2023

  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.

  The nightmare started on 11/18/22 with appliance 911. Had Two technicians out to my home on the initial visit they replaced the glides on the bearing and then I was asked if I still heard the noise. The two technicians could not figure it out and called a more experienced technician who diagnosed it as the blower wheel and left. With both parts replaced the noise from the dryer got worse. You could hear the loud banging noise from the basement upstairs. The same technician came out again a couple of days later and replaced another part. Which I paid for, and he left. The noise did not get any better. The more experienced technician came back out and said the initial technician did not put the dryer back in place correctly. He now supposedly fixed it and left. Had to call back again to their office because it was not fixed. This time around the service manager came out and replaced another part. To his credit, he did not charge me for this part. Is my dryer fixed the answer is NO. The original sound the dryer was making was made worse. I spoke to their office today 12/16/22. I was told by ***** that sometimes the dryers are not fixable. My question for appliance 911 is at what point do they communicate this to their customers? I learned a $328.08 ($278.08 check and $50 Cash for the parts) lesson that I would hate to happen to others. Not sure how one would vet the competence level of the technicians they send out to your home. You would think that Appliance 911 would do this, but that is not the case with this company. I went ahead and purchased a new dryer because, I never heard from the company again.

  Business Response

  Date: 01/05/2023

  This is definitely not how we do business. I am not sure what happened and how this fell through the cracks but our technicians are very well trained and if we do not fix the problem, we provide a refund. We will be mailing out a refund check today for the amount of $328.18. I do apologize this experience was not consistent with how we operate.

• Initial Complaint

  Date:12/29/2022

  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.

  In April 2021 Appliance 911 diagnosed a problem with our refrigerator as a bad compressor and replaced it with an aftermarket model and gave us a 2-year warranty. It turns out that ** had a recall on the compressors for that model year, however, the recall expiration date was in February and had expired.
  
  The cost was $1,390.33.
  
  The unit failed again in March 2022. Appliance 911 diagnosed the issue as "leaking oil" and cleaned it out for no charge. The problem continued multiple times over the next few months. Finally, the owner, ******, stated that if this happened again, he would simply refund our initial money and we would be free to either find a new repair place or purchase a new refrigerator.
  
  On October 31, the compressor failed again and went out the next day. ****** confirmed our 2-year warranty. and came out and looked at it and told me that he would, indeed, refund our money because there was nothing left he could do.
  
  I purchased a new refrigerator.
  
  The promised check never arrived. We exchanged messages where he stated multiple times that the check had been mailed. He finally delivered a check for $1,000 just before Christmas.
  
  After contacting, he became confrontive and stated he had refunded enough and I was being unreasonable for wanting him to stay to his word for a refund of the full amount.
  
  I called him on 12/29 and he essentially cussed me out and called me things that should not be repeated outside of a TV-MA movie.
  
  I simply want him to follow through with his word and refund the entire amount. At this point, they still owe me $390.33.

  Business Response

  Date: 01/16/2023

  We replaced the compressor for $1300. The issue that we went back on for the recall had nothing to do with the repair that we did on the compressor and instead we found an oil leak in the line. Because we wanted to save our relationship with this customer, we gave a large refund of $1000 even though the repair we did  held strong and the issue was completely new and different. Normally we would not give a refund at all on this issue, but felt like we wanted to build a relationship with the customer and we understood the frustration on the part of the customer so we gave a very large refund. To ask us to give a larger refund when the problem with the fridge refrigerator had nothing to do with our work is extremely disappointing for us because we went out of our way and gave a refund even though it was not warranted.

  Customer Answer

  Date: 01/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:  This entire case comes down to following through with promises.  When the compressor failed initially, they installed a new aftermarket compressor with the promise of a two-year warranty.  The time limit had already expired to be able to claim anything from the recall, we opted to go with them since they were already in our home and had promised this warranty.

  After the work was completed, we started getting a number of failures, all stemming from this "leaked oil."  After a number of these events we came to the agreement that if it happened again, they would refund my purchase and allow me to pursue other options - either to fix it from another company or purchase a new refrigerator.

  Obviously, in October as noted, the compressor unit was making a very large noise and failed the next day.  They relented at that time and said they would return the money to me.  It took 6 weeks of promises that the check had already been mailed and other excuses.  Finally, I did get a check in my mailbox that had been dropped by manually for $1,000.  This was not for the original amount (receipt for $1,390.33 has been attached to this case).  

  I contend that the ongoing failures for the leaked oil were a competency problem performing the initial work, and it eventually ended up with us purchasing a new refrigerator.  I feel that if I would have initially selected an ** approved vendor I would not have had to purchase a new, very expensive, refrigerator.  I errantly selected them.  I am not asking them to replace the entire unit, rather just refund me for the work they initially did. 

  I understand they will probably not, at this point, provide the other $390.33, but I will not accept any answer that doesn't include that as part of the settlement. 

  Regards,
  
  
  **** *******

  Business Response

  Date: 01/17/2023

  It is beyond reasonable to ask for anything more of a refund from us considering the problem with the refrigerator had nothing to do with the repair we made. We gave $1000 out of our pocket to earn your business and this is where it has gotten us. We understand the frustration about your refrigerator but this is not our company’s doing and we cannot be blamed for just anything that goes on with the fridge because we replaced the compressor. 

  Customer Answer

  Date: 01/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:   Once again - a two year warranty was promised.  It was later promised that if any further measures were taken and the problems kept arising, a full refund would be given to allow us to pursue other options.  We were told multiple times that the refund was mailed but it was not.  This is a case of multiple promises made, but not completed.  As mentioned in a previous post - I will not accept a resolution that does not include $390.33 - the completion of the amount initially paid and promised.

  Regards,
  
  **** *******

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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 had a recommendation for Appliance 911, so I called them to come out. I was grateful that they were open and available to come the day after Christmas to fix my washing machine. It shows an error code, stating that it needs a new sensor replaced, and I stated this when I called and scheduled. ***** arrived 30 minutes AFTER the 4 hour window I was given without even an apology. It was clear when he walked in that he wasn't happy that his work day was extended. I told him what was going on with the washer, told him about the error code, and showed him in the manual what it was as well. He ran a 15 minute speed cycle with no clothes, so of course the machine never stopped or errored. He told me that it is probably a bearing issue, which they do not fix. It could also be a control panel problem, which they also do not fix. He wouldn't even consider replacing the sensor. My machine is less than 2 years old and there is no problem with shaking, nor anything wrong with the control panel. I asked for recommendations of someone who could work on those things, and he was not able to give me any. He left after 25 minutes without giving me an actual diagnosis (could be a bearing, could be the control panel, you probably will need to buy a new machine because those are too expensive), nor even seeing the machine during an error. It was very clear to me that he was in a rush to leave and didn't want to start a job he had to finish, so threw out any possible issues that he would be unable to fix. I called to ask for my $60 service fee back, as I now am having another company come out to actually look at my machine. I am told they will not give it back, and can't get a call back from the owner. I am extremely disappointed and disgusted at the poor service I received.
  I did finally get a call from the owner, who was incredibly rude, and when he began cussing at me, I hung up, where he then proceeded to send me harassing texts.

  Business Response

  Date: 12/29/2022

  The technician did the job as they should and we are sorry that the diagnosis. It is never fun to hear that your machine has a problem that is more costly to fix than it is to replace the machine. The customer called and harassed the office and was extremely rude to our office manager. The technician stayed while the short cycle ran and diagnosed bad bearings or bad control board, and was honest in telling the customer that both of these fixes are more expensive than replacing so we do not do them. Many companies in the area would charge an arm and a leg to do this repair but we will not because it is not good for the customer. I am attaching the invoice that the customer signed agreeing to the service call fee, which is the lowest in the city. We do often give refunds when we know there was an error on our part or we did not fix the issue as promised. But this was simply a diagnosis that the customer did not like and then took it out on our office staff who had nothing to do with it, hence the extremely upset response from one of the owners who was trying to stand up for his crew.