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:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This has been the worst experience I have ever had with a company. I have a home warranty with *** (my negative review of them is coming soon), and Wright Refrigeration was the vendor they referred to handle the repairs on my washer. ******* Wright, in particular, has been extremely unprofessional. He is unresponsive to both calls and text messages, and he has been dishonest throughout the process.We have been waiting for him to repair our washer since August 2024, and it is now October 16, 2024. He has set multiple dates to install the required part, only to either cancel or fail to show up each time. The first time, he claimed that *** sent the wrong part. The second time, he never confirmed the appointment, and the third time, he simply didnt show up. When I called to ask for an update, he said the technician was "on the way" and promised that I would receive a call immediately. The technician never called, no one showed up, and since then, ******* Wright has stopped answering his phone and responding to ******** my dealings with ***, I have requested that they assign a new company, refund the service fee, and escalate the matter to a manager. Every time, I have been told "no." It is incredibly frustrating to pay for a service that is never completed. Once they collect the service fee, they seem to disappear.I will be canceling my contract with ******************** due to the lack of performance by their contractor, Wright Refrigeration. It feels like they are only interested in collecting the $100 service fee, with no intention of completing the work. I strongly advise against using either Wright Refrigeration or AHS if you dont want to be taken advantage of. They are simply ripping off customers.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 an awful experience with Wright Refrigeration, which was dispatched to my home through American Home Shield (AHS) on October 4th. The technician came to inspect my washer but failed to submit the required report to ***, leaving my appliance unfixed and me stuck in limbo. Despite repeated requests from both me and the warranty company, the technician refused to submit his report and ignored all attempts at communication.Whats even more concerning is that this business appears to have no working phone number, no valid address, and no official office. It feels like a scam operation posing as a legitimate repair service. There is also a massive amount of information available online that points to Wright Refrigeration being a scam business, which raises even more red flags.I strongly advise against using Wright Refrigeration for any servicesespecially if youre relying on a warranty claim. Their lack of professionalism, refusal to follow through, and complete disregard for communication is unacceptable.

  Business Response

  Date: 10/31/2024

  See business response.

  Customer Answer

  Date: 11/11/2024

  [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 Answered]
  
   Complaint: 22431806
  
  I am rejecting this response because:
  To the Better Business Bureau,
  I am writing to provide additional context and clarification regarding my recent service experience with the contractor associated with my home warranty company.
  Firstly, the contractor took 15 days to respond to the home warranty company regarding my service request. This delay, combined with a lack of transparency, has caused significant frustration and left my issue unresolved.
  Throughout my interactions with the contractor, I was not informed that any parts had been ordered, nor was there any communication regarding difficulties in sourcing a part. If the contractor had attempted to order parts on October 4th, as they claimed, they would have realized much sooner than the 21 days it ultimately took them to respond that the part was unavailable. Unfortunately, at no point in time did they inform me or the home warranty company that the unit was, in fact, not fixable.
  This lack of communication and delay has extended the timeline unnecessarily, leaving my issue unresolved and my unit inoperable. I would appreciate your assistance in helping to resolve this matter promptly.
  Thank you for your attention to this issue.
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  STAY FAR AWAY. ******* at Wright Refrigeration is sexist and sketchy. I wish I would have double checked this vendor before agreeing to let them come to my house via my home warranty company. The sent a technician to my house who looked at the dishwasher and declared it 'working fine', despite the fact that it regularly stopped mid cycle. I called and asked them to come back out and they told me that they ordered a new control board, which was a surprise because they didn't tell me that or manage my expectations about how long I had to live with a broken appliance. I have been waiting since early June (i'm writing this on July 20, 2023) for this control board and when I called my home warranty it turns out that ******* never submitted the request/diagnosis, never ordered the part and also 'lost the paperwork'. Oh, and while he seems to remember me, because he told them he doesn't want to work with me because I'm "difficult", he also can't remember any of the details of the problem to give the diagnosis to the home warranty company. This is discriminatory, sexist and just all around poor service and generally sketchy behavior. DO NOT give this company your money. They should absolutely not be people's homes. I want them to deliver the correct diagnosis to the home warranty company so we can have our dishwasher repaired.

  Business Response

  Date: 09/15/2023

  To whom it may concern:

  I hereby reply to a BBB letter I received on 8/19/23. I'm very happy to reply to this cust (bias)as untruthful letter to the BBB.  First let's start by saying our company is a contractor for *** a home owner warranty.  *** ******* called her warranty company on 5/30/23, who dispatched her request to us.  We called her and scheduled a service appointment.  A tech went out the home on the 1st of June.  We check her refrigerator and her dish washer.  On arrival a male greeted tech sowed the appliance and left tech, he checked dishwasher in various cycle would not find any problem after 30 min tech departed.  We inform (***) we cannot find problem.  Customer called again we returned 37 min dishwasher ran no problem (stop up in cycle) was found.  All the time, *** ******* was never there only talk on the phone.  On June 15th another call was placed by customer on the phone *** ******* was very upset because we cannot find the problem 

  We explained to her we're not finding the problem with 30 min.  She said then it happen after about 90 min during washing; (How can we wait 90 min in a cust home) dispatcher said we cannot wait 90 min in a cust home She got more angry we informed *** of such.  In conclusing I would boldly say *** ******* is a very Deceitful person and my reason for saying such is because she was never there when tech was at her home.  And to make such a statement the ****** is (sexist) I find it disrespectful because all the time I'm the tech at her home and she never met me.  As a ***** man I'll say she' racist.   

  Customer Answer

  Date: 09/21/2023

  [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 Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is a very interesting and telling response containing several verifiable lies and several irrelevant details intended to make me look like a bad customer. 

  1.     LIE: They were not at our house twice. I've attached the record from ***.  We had one appointment between May and August. 
  2.     IRRELEVANT: In the letter they indicate over and over again that it was a problem that I was “never there”. My husband (also an owner of the home) was there and had all the information.  You are providing a service for the homeowners.  It is not ‘disrespectful’ to not be there personally simply because I entered the ticket
  3.     LIE: they note in this letter “we inform (***) we cannot find problem (sic)”. They never contacted *** with any information at all.
  

  I was in contact via text and was assured that they would look at it again when they returned with parts for another appliance (screenshots attached).
  I checked in via text on 6/6, 6/8, 6/14 and 6/15.  The dishwasher was not working and was now worse. I got no response.

  4.     LIE: “we returned 37 min dishwasher ran no problem” They made one visit and never returned. Screenshots attached of me asking (pleading) with them to please update on their return. They never came or responded. *** log proves they came once.
  5.     LIE: On 6/15 I called.  It was at this time they told me a new control panel had been ordered but it hadn’t come in yet (this was a lie, no parts had been ordered).  I was annoyed because a 1990’s era dishwasher control panel can’t be easy to come by, but I was glad to have a possible solution.

  In that 6/15 call asked that they be available stay for the complete cycle to ensure the dishwasher worked. He became angry and combative, insisting that this was not a reasonable request.  I was not happy with that answer. I wanted his assurance that he would confirm that it worked.  We were at an impasse.

  6.     LIE: In august, I finally escalated to ***. They looked into it. Wright had never submitted a report - never asked for authorization to order parts - never followed up at all after the 5/30 appointment. I had to wait while *** contacted them to get the report.
  7.     LIE: In August, Wright told *** that they “lost my paperwork”, that he refused to work with me, and that I am not ‘nice’.  The person writing this letter knows exactly who I am, and recalls my case in great detail, proving that this is a lie.

  
  I am “not nice”, I am “disrespectful”.  All telling word choices when directed at a woman that insisted that a job be done correctly. These are textbook responses given by a sexist person when a woman dares to speak up for herself.
  It’s evident that a decision was made after our June call that he would do nothing to spite me.  He didn’t contact me, didn’t do any work, and then lied to *** simply to make my situation more difficult.  The person responding to this letter clearly knows EXACTLY who I am and has the relevant information about the repair. They decided not to submit it because I am a woman that wasn’t ‘nice’.

  8.     IRRELEVANT: I’ve never seen ******* ever in my life. I did not know or assume that he was a ***** person. He’s already confirmed this as fact when he called me “disrespectful” for never being there in-person. The facts here simply do not align. He is grasping for straws looking for ways to justify his poor behavior and poor customer service.

  This letter addresses exactly ZERO of my concerns, you provided abysmal customer service that other consumers need to know about. The reviews online prove that I’m not the only customer that has had this experience. 

  You lied to me, lied to *** and are lying in this letter to the BBB.  All without even addressing my simple request to submit the required documentation for my icemaker and my dishwasher.  For these reasons, I reject this letter and do not consider this issue resolved.
  
  
  Regards,
  
  
  
  ***** *******