ComplaintsforRepairClinic.Com

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a part for my dishwasher from repairclinic.com. The part they sent me was damaged. They sent me another part and it was the wrong part. They claimed to refund my money and I never got my refund for $72.20.

  Business response

  03/11/2024

  To whom it may concern,

  Looks like customer received a damaged defective part from their ordinal order.  A replacement was sent and sounds like was not the same part the customer had ordered, was completely different.  Customer wanted a refund.  A full refund was issued on 2/29/24 of $72.20.  It can take 7 to 10 business days depending on the creditor, however, that refund was completed after it reached our **************** Supervisor. 

  We do apologize for the issues the customer had with their order. We are looking into further to prevent such issues in the future.
  

  Sincerely,

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

  Customer response

  03/11/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a part from their website. Order #********-409626. It was an incorrect part. I called, ********* spent considerable time researching and informed me there was a problem with the website listing and I could order the correct part over the phone, and they would send a courier to pick up the wrong part. I set the part out on the assigned day and no one picked it up. In the meantime the second part arrived and it was also the wrong part. I called again and was informed a supervisor would contact me and more than likely just pick up both wrong parts on the same day. I waited several days and never got contacted. I called back and then received a different story from another person that I would be contacted by a supervisor in an hour or so. That never happened either. I called back again and was given the run around again. Eventually I was told I would have to pay to return the wrong part. So many different stories from every different person I spoke with I never did get to speak with a supervisor. Misleading business practices seems to be the normal operating procedure.

  Business response

  02/28/2024

  To whom it may concern,

  I have credited the customer back $127.70 as a one time courtesy.  Customer ordered incorrect part we do not show they used a model number, however, then we looked up the part and it did not work for the customer as well.  Customer should see the $127.70 back to their account in 7-10 business days depending on the creditor. 

  Thank you,

  Customer Service
  

  Customer response

  02/28/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a few parts for a DIY repair of a dryer. These parts were ****ed up well above ****et rates, but supply and demand, right? Both parts were placed in the same package so when you opened the box to get to the first part, per their policy, you can no longer return the other part. They now have all the power. It's a nice bait-and-switch operation. Per their policy, once you open the package, it's no longer new and cannot be returned or resold per their instructions. You are stuck with your parts no matter what you do as a consumer. Then, when you return the product, they can invalidate your claims based on any criteria they want to. "Oh, there's a scuff **** that we assume you made. We cannot take this back." It's a fantastic way to take money from unsuspecting consumers. Ship them a product. Tell them not to install it if you want a refund. They even recommend having a professional test the product before you install it. What's the point of a DIY if you have to pay a professional to test? Then, when tested, they can invalidate any claims and you are forced to work with a bad product. The consumer has no recourse here.This organization preys on DIY consumers and the ability to invalidate refund claims for ANY reason. The best part of their scheme? They put out DIY videos on how to fix your machine so you will buy their replacement parts. Then they stick you with the parts when you go to install and the machine potentially still will not work. Another part of this scheme; you have to pay to ship your return to them. Then, when they reject your return, and they will, you have to pay to have it shipped back to you or they claim they throw the part out. But, there's no way to prove they threw out the item so they can simply say they did and resell it at a discount on **** or a secondary site. Anyone looking through the other claims, I HIGHLY recommend you DO NOT USE this company. You will regret your purchase.

  Business response

  02/20/2024

  To whom it may concern,

  Our Return Policy does state Electrical parts must not have been installed:

  What can I return?
  To qualify for refund, parts must not have incurred damage such as signs of installation by the customer, marks, or scuffing. Electrical parts must not have been installed. Item must be returned in its original packaging including retail box and must include all accessories originally included with the item.

  We do not take back installed parts because we can not resell them.   Once a part is installed even if for a moment or to try it, can not be placed back in stock and is a loss.  The returned part, was installed. 
  

  As a one time courtesy we will refund the price of the part to the customer.  The customer will see this credit of $140.33 back to their account in 7-10 business days. 

  We will toss the installed part. 

  Sincerely,

  Customer Service
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/8/24 I ordered part number SEN00266 from RepairClinic.com. Order number 17997053-637311. The website indicated that the part was in stock. When it had not shipped several days later, I went to the website and found out it was backordered. A shipment was sent on January 17 via ***** and I received it on January 22. It was the wrong part. I promptly called the 800 number and, after waiting on hold for approximately 10 minutes, was disconnected. Three times. I got on the chat lie and explained the problem and was promised that they would get back to me. Three day later, on 1/25, I tried to send an email to the indicated ****************************************** link and got "address not found" after pressing send. I again tried to contact them via the chat line while taking a picture to document the wrong part sent and was disconnected from a live chat after waiting 15 minutes for a connection.At this point, I just want to return the wrong part and get a full refund on my order.

  Business response

  01/26/2024

  To whom it may concern,

  As a one time courtesy for the issues the customer had we are issuing a full refund for the part and shipping. Please just toss the part.  I have issued a credit back to you account of $59.75. You should see that in **** business days depending on your creditor. 

  Sincerely,

  Customer Service
  

• Initial Complaint

  12/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12!22/2023 I ordered a fan motor for our Whirlpool refrigerator that died 3 days before our Christmas guests were arriving for the weekend. I paid over $60 for overnight shipping to ******. They sent the wrong part. Because of the holiday they could not get the correct part here until the 27th even with me paying for another overnight ***** delivery. Plus, I was also stuck paying the return of the bogus part. I called twice and spoke with two representatives who said the same thing. It was MY mistake for ordering online. Our Nightmare Before Christmas was my fault for not calling in the order. A company with even a hint of ethics would apologize for their error and at the very least offer to pay for the return of one part and the shipping of the correct part. They are absolutely horrible!!!

  Business response

  01/03/2024

  To whom it may concern,

  Customer ordered the condenser fan motor on the first order. 
  

  They ordered the incorrect part and needed the evaporator fan motor.  

  We shipped the part they ordered from us.   We did not ship an incorrect part. 

  Unfortunately we don't pay freight unless we have made a mistake.   As a one time courtesy I will refund $59.95 for the freight on the 2nd order.  You will see that back to your card in **** business days.

  Sincerely,

  Customer Service
  

  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a repair part for a refrigerator. I was notified that it was shipped on ***** to arrive *****. It did not. I followed up and was given a **** delivery date. It did not arrive. I followed up again and they said the would follow up with ****** They then emailed me back and said the part was backordered and out of their control. I do not think that is accurate since it was supposedly shipped on *****. The ***** tracking only indicates a delay. At this point I feel that the company is not cooperating in helping to resolve the issue. I have tried to call customer service only to be placed on hold for over 30 minutes and then disconnected. I have tried their online chat but never had anyone on their end even enter the chat. Any help would be appreciated,Order Number 17862344-790498 ***** Tracking ************

  Business response

  12/14/2023

  To whom it may concern,

  I do apologize for the delay. We do have stock on that part so I am sending you out another one, going overnight you should have tomorrow.  New order# ********-656029 and tracking will be sent to the email on file later tonight.
  

  Thank you,

  Customer Service
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a replacement bulb for my Maytag range, my range takes a 125V 40W bulb. They sent a 120W40W bulb which isnt compatible with my range. They charged me $9.14 for the bulb and $11.95 for shipping. I called to request the correct bulb and was persistently told they sent the correct one. This went on for an unnecessarily long time. I was transferred to another representative several times with the same answer. Finally they said I could return the item, but Id be responsible for the return shipping. I explain their letter that arrived with the wrong **** stated they would reimburse me if it was their error. I asked how sending the wrong bulb could be anything but their error. This tedious exchange resulted in no resolution at all. They rudely insisted they had made no error. They ended the exchange by saying I must send a photo proving I had received the wrong bulb.

  Business response

  12/08/2023

  To whom it may concern,

  As a one time courtesy we have refunded the bulb and shipping and tax if applicable back to the customers card used on file for $21.57.  

  Sincerely,

  Customer Service
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Repair Clinic Order 17595985-218843, OEM Part # FAN03748 RC Item # *******. I have been told the estimated delivery date has shifted several times now. I received an email for the first delay and nothing for the second delay until the estimated date had passed. The part is a timely part that I needed ASAP. I just need to realistically know when I am receiving the part since it is a seasonal part. I tried chat but it was not helpful. I understand some things are out of the control of Repair Clinic but I still need to hear realistically when I am receiving it so as to know whether the order should remain or if I need refunded. I would very much like to receive the item through Repair Clinic as my ideal. But I do not have confidence yet as to when I will receive it, especially with the track record of published reviews about such delays for this site. Please provide a solution.

  Business response

  09/20/2023

  To whom it may concern,

  I do see that the part is still on backorder.  I checked with my purchasing department to make sure we have it on orders still and that it still shows available.  It does still show on order with the supplier, as well as still available, it's just on a factory back order currently without an ETA.   If you find that you can get the part from another company please let us know and we can cancel the order, however, we still have it on order, and hope that the supplier gets some soon, but unfortunately they can not tell us when that will be.  We will leave the order open unless we hear otherwise.

  Sincerely,

  Customer Service
  

  Customer response

  09/20/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Note that the issue is not finalized at this time but we are on track for resolution assuming the business maintains its stated position of sending the item when able or canceling without recourse or penalty should I find an alternative source.

  Regards,

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

  Customer response

  10/19/2023

  Greetings.  This complaint needs reopened.  At this point the order update status for my purchase continues to say this may be delivered LAST month as the expected delivery date.  The same applies when I call the automated system.  I can get no response over phone and no response over their chat line.  They need to issue a full refund at this point for part, shipping, and any other item I paid in the amount of $120.13 on August 14, 2023, unless they have a realistic update and follow-through for me.

  Customer response

  10/23/2023

  I was able it appears to cancel on their website.  I am very much not satisfied with the resolution if that can be indicated, but the matter is now closed.  Item was never received and communication poor.  Thank you to BBB for being a consumer option for contact.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Tuesday September 5th 2023 at 7:07AM, I ordered a Dual Run Capacitor (RC Item # *******) on RepairClinic.com. A copy of my order confirmation is enclosed. I paid via ApplePay.At checkout, it stated that my item was to ship the same day and I could expect it by Thursday September 7.On Thursday September 7th at 10AM, I contacted your ************* Team via phone because I had not received a shipping confirmation and spoke to ******, who informed me that my order had just shipped that morning and would arrive Friday September 8 by 7:00PM. **** tracking 1Z7R751F0301775572). This was 2 days after it was supposed to ship. When I asked for a reason for the delay, she said there were problems in the warehouse.When I requested a refund of my shipping charges of $11.95 because my order failed to ship out on the day displayed checkout (Sept 5th), she told me that there was no guarantee for shipping. I read to her the Shipping Policy (enclosed) posted on the website that states:SHIP OUT GUARANTEE We guarantee that the in-stock portion of your order will ship out on the day displayed during checkout. If we don't ship out your order on time, just let us know and the order will ship for free we will refund your shipping charges.Still, she insisted there was no guarantee. When I request to speak to her manager, I was put on hold briefly then was disconnected.

  Business response

  09/08/2023

  To whom it may concern,

  New rep did not understand what customer was referring to for "ship out" was confused with delivery date.  Refunded shipping and applicable sales tax back to customers card.  Should see refund in **** business days depending on the creditor. Making sure rep understands the difference in shipping out and delivery. 
  

  Sincerely,

  Customer Service
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction date: 7/4/23 Order Number: #********-519763 Order Total: $103.73 When our refrigerator broke before July 4th, we hired a professional who advised us which part needed replacement. We initially ordered a similar part from Amazon which did not work. I wrongly assumed it may be because we need an OEM part so I ordered it from RepairClinic, but it turned out we needed to replace the entire refrigerator. I requested a refund for the product as this did not fix our issue, nor do we have any use for it now. They denied a refund saying the part was tested or installed. I requested clarity about how they make this determination and if it's possible to send me pictures so I can compare. Although they did provide a picture, the image itself does not include any key identifiers such as the part number. I politely requested a new photo which I am waiting for now.What concerns me is that while RepairClinic touts its 365-day return policy, it appears that returning parts is a more rigorous process than customers might expect. Specifically, customers cannot test or install components in any way. As a result, there is no guarantee of the functionality or condition of an item being ordered. Furthermore, in the event of a malfunctioning product, there is no recourse for the customer, as ********************'s policies hold them responsible regardless of the circumstances. It is worth asking how RepairClinic ensures the quality of its products. If they are tested prior to delivery, then the parts arrive tested regardless of what the customer does. Conversely, if such tests are not performed, then the customer is at risk of receiving a defective part and has no way of challenging issues or requesting a refund. This approach puts the customer at a significant disadvantage. Moreover, once a customer has sent a part back for a refund, the company offers only two options: the customer may either provide a new shipping label to return their item or forfeit the item entirely. I am uneasy about the lack of assurance and possiblity that once they receive a returned item, RepairClinic might simply test the product as functional and resell it, repeating the cycle with a new customer. I regret not researching this company more thoroughly due to our need for an urgent resolution. I still hope we can resolve this issue in the form of a refund, however as it stands now, I urge others to not make the same mistake and take these issues into account before considering purchasing from this business.

  Customer response

  08/29/2023

  I would like to inform you that the company and I have reached a resolution, as they have agreed to issue the refund that was requested. 
  
  Although there doesn't seem to be a response from the business in the BBB portal provided, since the matter has been resolved, please **** the complaint as resolved.
  

  Regards,
  

  K A

*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. ↩