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:09/06/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [My refrigerator is still not fixed. Solar Refrigeration has now changed two parts. The first part they changed was the fan motor which "***** L" assured us would solve all problems. After requesting a call from *****, and his supervisor, ******* came to my home. ******* explained to me that there were several fan motors. When I asked ******* how ***** could have missed that the control board was also bad, he had no explanation. ******* has now changed the control board. The gasket around my ice maker needs to be changed, and my refrigerator is still not cooling properly. ******* instructed us to wait 24 hours after the control board was changed. 24 hours have passed. and the inside of my refrigerator is at 48 degrees. It has only come down two degrees since I checked this morning.]
  
  Regards,
  
  *************************
  
   
  I expect Solar to compensate me for the cost of lost food since they did not repair my appliance in a timely manner. If the control board replacement does not correct the fact that my refrigerator is not cooling, I will also expect Solar to replace my refrigerator at today's cost.

  

  Business Response

  Date: 09/06/2023

  
  Hello, *********************  Thank you for sharing your thoughts with us again. The issue with the refrigerator not cooling as designed was due to the fan motor.  The technicians replaced the mechanical components (fan motor), when that didnt resolve the issue the electrical components (control board) that govern the mechanical components were replaced to resolve the issue.  Unfortunately,during a repair process it is common for a technician to make more than one attempt at a repair of a product.  To be clear, our Service Manager did not deliberately come to your home with the intention of installing an incorrect part, an incorrect part was inside of the correct parts box.  This issue was brought to our distributors attention and made right with the replacement of the part we ordered, and the technicians same day return to install and complete the repair.  Concerning the ice that was built up around the icemaker hatch, this was likely caused by condensation of the warmer air on the inside of your refrigerators cabin collecting and freeing when in contact with the colder area around the hatch.  This too should be resolved by the replacement of the control board that governs the fan motor and allows the cooling of the refrigerator cabin.  Your request to speak with the owner of Solar was passed on and Im glad to see they were able to respond to your email last night.  As ***** had informed you during your conversation, Solar will not be responsible for any compensation for food loss, or the replacement of your appliance. If this is the desired outcome, we would recommend you reach out to the **************** you purchased coverage with for resolution.

  

  Business Response

  Date: 09/17/2023

  Our response to this claim has not changed. Service for this customer has since been completed and all documentation provided to customers home warranty company. 

  

  Business Response

  Date: 09/18/2023

  Again, our response to this claim remains the same. Our service manager ******* returned to this customers home to find the customer is taking the temperature reading of the unit inappropriately. All documentation has been provided to the customers warranty company and is up to the customers warranty company whether any more parts will be replaced. This is not a decision that Solar refrigeration can make on the customers behalf. Any further matters are between this customer and his ************* protection plan. This matter is closed to our organization.

• Initial Complaint

  Date:09/01/2023

  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.

  On August 30, 2023, I made an appointment with Solar Appliance to repair my Bosch dishwasher on August 31. I described the problem in detail to the person on the phone. An appointment was made for the next day. I was requested to pay an initial deposit of $147.70 as an initial deposit, and was told this would be used to cover the costs of the repair. My credit card was billed $151.89. Apparently there is a 2.7 percent charge added for credit cards.On August 31, the repair person, ****************, called at 12:47 pm and said he should arrive in 30 minutes. He also asked for the model number of the dishwasher to verify he had the correct part to repair it.The repair person arrived at 1:45 pm. He looked inside the dishwasher and said water was trickling from the inlet valve. He said the cost to repair was $436.80. He did not itemize the cost. I said that was half the cost of a new dishwasher. He said costs were going up. I said he could go ahead.He quickly disconnected the dishwasher, pulled it out from under the counter, and installed the new part. He pushed the dishwasher back into place, reconnected everything, and tested the dishwasher. The new part appears to have fixed the problem. He presented a non-itemized invoice for $289.10 for me to sign and paid by credit card. By 2:15 pm, he was gone, being onsite for 30 minutes.After he left, I received the complete invoice which showed a labor charge of $345.70, a parts charge of $39.68 and a $15.00 "Other" charge.My credit card was again billed $297.37, another **** percent this time.So the hourly charge for labor was almost $700.00. I contacted ***** to ask about the labor charge. I was told that *****'s labor charge is $200 per hour.At this rate, plus the cost of the part, the total service and parts should have been covered by the initial payment.There also were an unexplained "Other" charges of $15.00 on both invoice

  

  Business Response

  Date: 09/01/2023

  Hello **********************, thank you for taking the time to share your thought with us. While we are certainly glad to have the opportunity to have you scheduled for next-day service, and repair your appliance in a single trip, there are some points you've raised that We would like to clarify. Firstly, the service charge our call agent collected to reserve your appointment was explained to be applied to the cost of parts and labor if any parts needed to be replaced. It was also explained that there is a card processing for any card payments, and they provided the total with that figure included for you. A copy of this recording has been attached for your reference.  Secondly, regarding the invoice you've referred to as "non-itemized," that document is in fact itemized, it simply only has the one part needed as a line item and the remainder of the charges shown towards the bottom of the document, which you signed.  And lastly,concerning our labor rate, We do not charge an hourly rate for service. We refer to a national pricing guide that factors in the brand/type of appliance and the part being replaced.  Whatever figure the Bosch provided for you does not designate what Solar, a separate entity, charges for our services. While we are aware you were about to speak with our Accounting Manager earlier today, if you have any further questions you are welcome to reach out.

• Initial Complaint

  Date:06/02/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* **

  

  Business Response

  Date: 06/12/2023

  Please provide more information on this service location. We currently show no open service for the phone number and email address provided. As well, no service address provided to look into any service records associated.

• Initial Complaint

  Date:04/05/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I think this business is giving us the run around.   On friday april 7

  The repairman **** came and said this is the wrong part.  Shouldn't have he checked it before coming back.

  We have waited over a month for this part to cone in.

  He also said that whirlpool should have given us a new washer by now.  

   

   Regards,
  
  *********************************
  
   
  nd-new washer fixed or replaced. it should have to take this long for something to happen.

  

  Business Response

  Date: 04/05/2023

  Good afternoon, we have used the customer information above to search our database and unfortunately do not show any service under the listed information of the address or customer name, telephone number, or email. We are happy to look further into this in hopes of providing a resolution. If you could please supply a current job number or actual service address we would be happy to respond back with any available information. 

  

  Business Response

  Date: 04/10/2023

  As stated in our previous response: We are happy to look further into this in hopes of providing a resolution. If you could please supply a current job number or actual service address we would be happy to respond back with any available information. 

• Initial Complaint

  Date:03/27/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What is being missed here is 1. Despite using cardboard you still damaged the floors. 2. We were not given the option to move the appliance. The technician told me on a previous visit that he would be bringing another technician to move the appliance. I assumed for liability reasons this was your policy. Lastly and most importantly, the signature that allegedly absolves you of the responsibility was signed AFTER THE WORK WAS COMPLETE and was not explained what was signed. it was a screen open to just the signature line. You should honestly reevaluate your business ethics, your employee training and your customer **********************. I will be in contact when we get the flooring company out to evaluate. We had a baby this week and your incompetence is not my first priority. 
  
  Regards,
  
  ***************************
  
   
  liance but not take a photo of the floors.I told them that is not necessary,I can email a photo and I would like a call back from the owner or someone who could explain why this is such a convoluted process.I did not hear anything.I called back after 2 days and was told I need to send an email so that the manager can reach out to me.He sent me an email stating that we signed a waiver and they are not responsible but might could help with some of the cost.Not understanding when this was signed, I asked for a copy of the waiver. The only form I signed that day was after the service was completed.I asked for further explanation.Not only was there not an apology at any time for damaging the brand new floors in my home, it took the customer to drive the process of getting this remediated every step of the way, floor protection was declined, and they skimmed over the whole procedure of waiver etc.I am absolutely unimpressed with this company from the top down and would NEVER use them again.

  

  Business Response

  Date: 04/04/2023

  We have carefully reviewed the information you provided and would like to express our sincere apologies for any inconvenience you may have experienced. After conducting a thorough investigation, we can confirm that ************** did use their own cardboard mat to protect your home while moving your appliance.
  Regarding the damage to your floor, we understand your frustration.We would like to bring to your attention the damage waiver that was signed.While this release absolves Solar Refrigeration of responsibility for any damage to your property, we would like to offer our assistance as a gesture of goodwill. If you provide us with an estimate for the replacement of the damaged slat, we will consider helping you and your family with this matter.

  

  Business Response

  Date: 04/15/2023

  In response to complain attached - this customer was contacted directly by our operations manager and had a discussion about this matter. Even though the customer did sign a damage waiver on the date of service, our management still offered for them to provide a quote for repair of the scratched wood planks in hopes of helping with the repair. If any further information is needed, please dont hesitate to let us know.
  

   

• Initial Complaint

  Date:02/09/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 if the problem with the dishwasher door is finally resolved.
  
  Regards,
  
  **********wer and thought he had fixed that also. After they left the door issue continued. I called my warranty company and told them what happened. They said they would send a new authorization order to Solar Appliance for the bottom drawer. They have sent this order 3 to 4 times. They also called Solar Appliance. They spoke to ********. I called 6 times. I spoke to ********, ***** and others. My warranty company sent an e-mail to Solar Appliance and ********'s personal e-mail account. I offered to personally bring a copy of the authorization over. Some where there is a problem. They keep saying they had not received it. My gut feeling is that Solar Appliance broke or misaligned the bottom drawer. They have no clue how to fix or repair it. This is a ongoing issue.

  

  Business Response

  Date: 02/14/2023

  In response to complaint# #********

  We understand that the customer would like a technician out to assess the cause of his current issue with the dishwasher. We have gone through all call data bases and email servers to ensure that we did not miss any communication from the customers warranty provider Centricity as stated by the customer in this complaint. While we show several conversations had with this customer the only communication from Centricity to our office came on Friday 2/10, we will provide the call stamp below. At the time of this conversation our call taker was given authorization #AJ26812KHN55 to return to the customers home and diagnose the current complaint on the unit. Our customer care representative immediately called **************** to set up a service managers return to the home; we were advised that he would be unavailable until after Mardi Gras. A return service visit has been set up for 2/23/2023. If needed complete call logs can be provided. We look forward to returning to the customers home in hopes, resolving the current issue with the dishwasher. 

  CENTRICITY [WARR-1] | ************  **********  **********  ************************* Ext. 1007  11:23 AM  Feb 10, 2023  28m21s

• Initial Complaint

  Date:02/07/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  When I received the invoice after the work was completed, Solar charged me $ ****** for labor which took about 45 minutes to complete.  In addition to this,  they charged me sales tax on that labor, which is illegal.  Solar charged me $ ****** per hour for labor ( which is more than attorneys charge) and this does not include the cost for the part itself.  When asked about this, Solar advised that they based the labor cost on the national average.  I would have been happy to pay a reasonable amount for their services, however they were unwilling to discuss further.   If this cannot be resolved, I will be forced to file with the small claims court.

  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
   

  
  e invoice. I explained that I was never provided a breakdown of the costs until after the work was completed, not before and that $ ****** was an outrageous amount to charge. At that point, I told him I would report Solar to the BBB, ********* and others and I would see him in court if necessary. Solar has also charge sales tax on the replacement part and labor as well. Labor costs should not be taxable. I have used Solar on several previous occasions and never have I felt so taken advantage. I am more than happy to compensate them for a reasonable repair rate but certainly $****** is not reasonable for less than 1 hour

  

  Business Response

  Date: 02/08/2023

  In response to complaint #********
  We certainly understand that some customers are not comfortable with the repair prices of some appliances. Especially as in this customers case a high-end appliance which is why our technicians are required to provide an estimate for repair prior to moving forward with any work needed to be done. Our prices are as mentioned by our accounting manager calculated by the National Blue Book pricing guide to ensure our pricing is standard with the national average and we do not charge an hourly rate. Please note as stated in this complaint that ************** advised it would likely be an additional $350 to complete the repair which was approved and signed for and was able to bring in the total for this repair well under that amount. The customer requested ********************** on a high-end product, our *************** technician showed up prepared for this repair with parts available on the truck and was able to complete this service and return your unit back to factory standard function on the first visit.

  

  Business Response

  Date: 02/15/2023

  Our position remains the same. In reference to the claims made on Tax collected on labor, this is a question that does come up from time to time. Sales tax is collectible on labor to fabricate or repair moveable property. Revised by ********* statute 47:301(14), this revision covers the furnishing of repairs to tangible personal property. 

  Tangible Personal property - 

  Title 61 Revenue and Taxation

  a. R.S. 47:301(16)(a) defines tangible personal property as personal property that can be seen, weighed, measured, felt, touched, or is perceptible to the senses. the Louisiana Supreme Court has ruled that tangible personal property is equivalent to corporeal moveable property as defined in Article 471 of the ********* Civil Cod. The ********* Civil Code describes corporeal moveable property as things that physically exist and normally move or can be moved from one place to another. Examples of tangible property include but are not limited to: durable goods such as appliances, vehicles, and furniture; consumable goods such as food, cleaning supplies and medicines.

   

  While we would love to not be responsible for collecting or paying state tax on the labor charges we collect, that is simply not the case in this state or industry. 

• Initial Complaint

  Date:08/26/2022

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************************
  
    I have asked for an itemized list of exactly what I was charged for. I have not gotten that. They did send a credit but I dont know what the credit is for. I am questioning the  second part that was installed but not needed. They took my part away without asking  and when I asked for it back I was told it was returned to Whirlpool for credit. I am also questioning the service charge that was supposed to be deducted from my bill if they serviced my oven. The bill they sent me is not itemized , has no dollar amounts and does not include the first tech visit . He was the one who took my part.
  comes out and says he wont charge mr for any part still the oven is fixed. He comes multiple times changing many parts and finally orders a wire harness that finally fixes it. Unfortunately when he was sliding the oven back , the top fell and tore something off . They did repair that without any cost to me. I think I should be refunded for the part that was not needed and Im not sure the first service charge was deducted from my bill either. I called to ask someone to call me about this last week and was told they would. I never heard from them . I called back three days ago and was told *** was out and would call tomorrow. He never did. I just called today and was told ******* left me a message yesterday. I checked both phones and there were no messages from him. I feel they are trying to avoid me. This is not the first time I feel I have been taken advantage of by this company. I feel they are not trustworthy. I do think the second tech ***** was honest.

  

  Business Response

  Date: 08/31/2022

  In response to complaint # ********

   

  We certainly understand the customer's frustration with the repair process, and number of parts that needed to be changed to get to the root of their ovens issue. After we had a senior technician successfully repair the unit, our Service Manager has been in contact with this customer and adjusted the repair quote to mirror only the parts that were changed to complete the needed repairs. We also show that the difference has been refunded to the customer.

   

  Thank you!

   

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

   

  

  Business Response

  Date: 09/08/2022

  We have spoken to and explained the bill completely, to the customer and also provided the customer with the complete accounting for funds.  Please see attached document entitled Case 2022241029696.  The customer was issued a refund of $251.10 on 8/29/22 at 2:52 pm.   Please note that this customer has processed a retrieval request through Discover, although the customer has been refunded in full for the difference in repair cost.   Our position with this refund has not changed and we consider this matter closed.

  ***************************, General Manager

• Initial Complaint

  Date:08/15/2022

  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.

  I called whirlpool and they scheduled and appointment for the 4th of august. They pushed the date back to 9th of august then the tenth of August. I've been without a washer since the 1st of August. Now they came out Friday the 12th of August to fixed the door lock. Now my washer is locked and it has clothes in it and they are telling me I have to wait until the 25th. Are they going to pay for the clothes? And to get this fixed!? Are they going to pay for my laundry to be done?

  

  Business Response

  Date: 08/15/2022

  In response to complaint number 17717377

   

   

  I do show the the customer originally contacted us with the repair issue of the washer not progressing past the rinse cycle. On Friday ************** did install a door, latch tested the unit and all operations were fine. I do show where the customer spoke with a member of our customer care department who did schedule a follow up for August 24. We are more than happy to get the customer in for Diagnosis of the new issue on Tuesday, August 16 between 12 and 3 PM and address the current issue the customer is experiencing.