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:07/20/2023

  Type:Product 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.

  We ordered Burner Grate part# W11026378 on June 09, 2023 (Order# ********-R). Total cost of the order was $391.46 and the item was shipped to us via ****** The unit arrived (prior to our receiving a KitchenAid range/oven) in a box that had several holes in it. The box was not opened and set aside while we waited receipt of our KitchenAid range/oven. Unfortunately, the KitchenAid range/oven that we were waiting on was damaged prior to delivery, so we no longer needed the Burner Grate.RepairClinic.com approved our return of the Burner Grate. The requested information was provided, and a return slip was generated. The box that the Burner Grate shipped in was opened for the first time and the return slip placed inside. The Burner Grate was not touched or removed and remained within its original packaging. We then covered up the holes of the original shipping box and returned July 12, 2023 via *** (one of the preferred carriers).On July 18, 2023 we received a message from RepairClinic.com stating that they received our return and that the Burner Grate was damaged and they will not be providing a refund. We subsequently followed up via email explaining that we never unpackaged the Burner Grate and the only time we opened the shipping box was to put the return slip in.RepairClinic.com continues to insist that they will not provide a refund. This is unacceptable as they shipped the Burner Grate to us in a flawed box with holes. Moreover, we never unpackaged the unit and only opened the shipping box to place the return slip in.RepairClinic.com is not operating in good faith, nor are they providing reasonable customer service. We expect a full refund as the unit was never unpackaged, and it was returned in a better shipping box.Thanks

  Business Response

  Date: 08/04/2023

  To whom it may concern,

  The customer was credited in full on 7/23/23 for $391.46.  It can take **** business days to see that credit back to their account.

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 08/04/2023

  [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.  The business has performed this action and I consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:07/15/2023

  Type:Delivery 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 7/1/23 I purchased a HVAC condenser fan. On 7/2/23 I received an email confirming shipment of said purchase with ***** reporting delivery on 7/5/23. Given this week contained a holiday i gave them ***** when i received a text update, on 7/6/23, from ***** reporting the delivery was postponed to 7/8/23. To preface to the day i purchased, RepairClinic's website reported my item would arrive in 2-3 business days. The next day, 7/7/23, i received another text saying it was now rescheduled to 7/10. When i looked at the ***** tracking history i noticed the package was scanned around the same time every day at the same facility. It hadn't moved all week, i attempted to contact ***** via their chat in which the virtual assistant informed me to call the **************** due to the package not moving. *****'s customer service virtual assistant would not connect me so i contacted RepairClinic via their chat. I spoke with ***, i believe, and he told me he'd open a case with their inhouse ***** Investigator. I waited all weekend without any update from RepairClinic. I then contacted them 7/10, 7/12, & 7/14 and each day they would tell me the same thing- the package is being scanned and if it didn't arrive by (add two days to whichever day i was speaking to them) then they'd refund me. but when i called back they refused to do the refund. It wasn't until 7/14 that they agreed to refund me but never sent me the official email saying so (which i was promised). As of now, I still do not have the package and still no refund. In addition, ***** opened a case on 7/10 and told me the package was not at the warehouse who was scanning it, it was missent to a different warehouse that does not scan. There is more details and deception from both ***** and the Repairclinic but unfortunately the character limit is met.

  Business Response

  Date: 07/21/2023

  To whom it may concern,

  The customer was credited on 7/18/23.  The part was returned to us on 7/17/23.   This part went to an incorrect sort facility and had several scans on it.  We do apologize for the huge delay in delivery.  Customer had requested refund and a full refund was done for $172.24 on 7/18/23.  I can take **** Business days depending on the creditor to see that credit back to the card, however, it is usually sooner that the 10 days. 

  Sincerely,

  Customer Service
  

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dishwasher drain pump in the amount of ****** before taxes and shipping. $150.66 after taxes and shipping. We changed our mind and purchased a new dishwasher. They claim I sent back a damaged part, which is a lie. I sent them back a pristine part. Therefore, they claim they will throw it out or mail it back to me after I pay for a shipping label. This would be my third time paying for shipping. This reads as a complete scam to me as they keep doing this to customers as evident in the complaints.

  Business Response

  Date: 07/21/2023

  To whom it may concern,

  Customer sent back a part that was installed.  Customer says it was not installed by them.  We do not take back installed parts, but customer is insistent that they did not install.  Doing a one time return as a customer courtesy for the part (and applicable tax) for for $137.97. It can take **** business days to see that back to their account depending on the creditor, however, it's usually before the 10 days.

  Sincerely,

  Customer Service
  

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a timer for my washing machine 7/2/2023.$246.55. I tried to install it but the two screws would not s**** in.. I called to purchase replacement screws,but they would not be available until the end of June thru August. The company rep said they are adamant. No return if installed. I feel that this is not right. So even if you attempt to install it you cannot return it.

  Business Response

  Date: 07/05/2023

  To whom it may concern,

  I see that the customer ordered a timer and then said they didn't want, but ordered self tapping screws and they are on back order.   The self tapping screws don't s**** in like a normal s**** and likely the issue they had with trying to install the part.  They are a little harder to do.  You can likely purchase something that would work at a local hardware.  Screw, ***** x 1/4 inch would be used.  

  What is the customers model number of the appliance so I can make sure they ordered the correct part.   It doesn't look like they have sent the part back, so maybe the just need to find screws to fit it to finish the repair.
  Our Return policy says we don't take back anything installed or marked, only original uninstalled parts.  

  Please let me know the model number and I can double check that and possible the customer can check with a hardware to see if they can get what they need. 

  Thank you,

  Customer Service
  

   

  Customer Answer

  Date: 07/05/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response

  You sold me a $246 part with no video,no instructions, and the inability to install it correctly because the screws were unavailable for up to three months. Your sight promotes itself as self service,call if you have questions 365 day easy returns. You're  response is for me to go to rhe hardware store? Been there done that. No they do no have the proper screws. You shoud know that this part requires special very small screws.if I was to find alternate screws and the part failed you would once again tell me you would not take it back because I did not install it properly.It is a win,win for you! You folks set me up to fail,and I do not appreciate that. If you do not have the screws to install the part for 3 months you should give me my money back. Your company expects me to go without my washing machine for 3 monrhs?You should have instructions if it is that difficult to install.Your customer service was useless. I do have the right part,that is not the question. The question is the integrity of your company.You should be honest on your home page. It should say,once ordered NO RE TURNS,because if attempted to install you will not take it back. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 07/11/2023

  To whom it may concern,

  Unfortunately the screws are still not in stock.   I have refunded the customer back for the part and tax on the part.  They will see a refund of $234.60 back to their card. It can take **** business days to see that refund depending on you creditor.

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 07/13/2023

  [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

  Date:06/13/2023

  Type:Product 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.

  Purchased a replacement control board ($386.82 total) for my furnace at the time that I was doing some troubleshooting. Was not sure if the board was needed or not, but purchased just to have on hand as a spare. Shortly after receiving, was able to fix my furnace without ever needing to install the board. Company's website stated they have a 365-day return policy if electronic parts are returned unused (as was the case with mine). Returned the unused part on 5/12 via **** which they received on 5/13 and stated that my refund was denied due to signs of the part being used and gouges on the electrical terminals. I told them this was not possible since I never installed the board. They still refused and sent me pictures of terminals (could be from any similar board) now conveniently gouged, bent, and heavily damaged. I told them this was most certainly NOT the condition in which my part was returned, but they still refuse to honor their refund policy and I am out nearly $400.

  Business Response

  Date: 06/22/2023

  To whom it may concern,

  The part that the customer returned looked installed, it has scaring on the terminals and some were even bent.  The customer insists they did not install the part.   As a one time courtesy we will refund the customer.   The customer will see the credit back to their card in the next **** business days, just depends on their creditor.

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 06/23/2023

  [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

  Date:05/31/2023

  Type:Product 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.

  On 5/26/2023, using their website search tool, I entered the model number of my bathroom fan to search for a replacement light receptacle. I was provided with the product information of a replacement that I ordered. The part was received on 5/30/23 and when I tried to install it, the cord was too short and I could not install it properly. I called ************** and spoke to *******. He advised me that because I ordered the item online, I am entitled to a refund of only the cost of the product, not the cost of them shipping it to me, or the cost for me to ship it back to them. ******* then wanted to check to see if I ordered the correct part, he asked me for the Model number of the fan and did his own search, which resulted in him coming up with the same part that I ordered. This confirmed that whether I called in, or ordered online, I would have been sent the same part that did not fit properly. ******* said he would relay that information to the department who issues the refunds and hopefully they will see that, agree, and refund me accordingly. On 5/31/2023, ******* called me back and told me that he spoke to the other department, and there is an update to that part that is not properly reflected in their system yet, with a different part number that is not available when the Model number is searched on their website, or even on their end. So even though there is no way for me to know that by searching their site, or even for the employee ******* to know that when he searched on the companies side for the proper part, they are still refusing to reimburse either shipping cost. It is not my fault that I was sent the wrong part, especially since their own website's search tool provided the part, and also since when ******* searched on his end, came up with the same product, so I should not be responsible for cover the shipping costs. This is a poor business practice that puts the consumer out of money for errors of the company.

  Business Response

  Date: 06/05/2023

  To whom it may concern,

  Customer was refunded in full on 5/31/23 for $41.63 in full for what they paid for their order, without having to send back the part.   It can take 7 to 10 business days to see that back to the credit card depending on the creditor. 

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 06/05/2023

  [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:

  The business already performed this action. In fact, about 2 hours after I submitted my complaint and wrote the review, I was contacted by a representative of the company who advised me that this actions was forthcoming. If possible, I would like to completely withdraw/remove this complaint from the official record.

  Regards,

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

• Initial Complaint

  Date:05/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30 2023 I ordered a drain hose Order Number #********-518161 Drain Hose Genuine OEM Part # WH41X10096 | RC Item # ******* Subtotal:$26.52 Shipping:$11.95 Tax:$3.41 Order Total:$41.88 It was the wrong item and I sent back the item had to pay postage fee of $22.00 I am out $35.00 due to my refund was only the item cost and tax The total refund was $28.87 I will like the refund of the total I paid to send the item back with **** $22.00

  Business Response

  Date: 05/15/2023

  Customer placed a web order themselves on 4/30/23.  We shipped the part they ordered.  Customer called to return part and said it was no longer needed.  We sent packing slip with instructions.  We don't pay returned shipping or refund shipping. See our return policy:

  Does Repair Clinic provide a shipping label?
  No. You must supply your own shipping label and shipping costs. We do not refund shipping or other surcharges you may incur in returning the item(s) to us. You can get a shipping label at the **** or from a carrier like ***** or UPS.

  Customer was refunded for the part an it was restocked since it was not used and the part they ordered.

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  the business is basically saying you ordered the wrong part and you are responsible to send it back and pay for the item to be returned with no compensation on the delivery fee to return or compensation on the total cost. 

  like i mention before i am out $35.00 with no item. 

  it is like i paid for an item and never received it . 

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

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would say first and foremost this company is indeed scamming its customers for credit card numbers. My situation was simple. I ordered a control k*** for an AC. I ordered in October of 2022. I was suppose to receive my package in mid November. I was ok with that. I received a email a week or so later later stating my package would now come in December. and this has been the case. Fast forward to today I was expecting the package in April. So, 3/23/2023, today I received an email that it would not arrive until May??? To be honest I forgot about the package, and was just reminded by the email. Then, I got a strange feeling and I began reviewing the reviews and boom there it was. It was more than 100 hundred people with many of the same issues I have and many have waited longer. I was told upon calling today they would cancel the order. They said I have not been charged. But I had to give my credit card number for the purchase. I believe they are storing peoples credit card numbers and scamming them during the time people are waiting. What other reason would they request your card? yet, all these people have to wait months for a package. At this point I'm 100% sure they never intended on sending me my package. Also in the responses to complaints they are non apologetic and surprisingly blas blah about it and that's the exact tone the representatives give when speaking with them. Like, they could care less and I was told they didn't know who they really worked for?? They are ripping people TF off. I'm furious and now I have to review 6 months of credit card activity to be certain they didn't use my card. But they refused to send me an email supporting the fact that they never used my card. Whoever these people are? they will get theirs. God don't like ugly.

  Business Response

  Date: 03/24/2023

  To whom it may concern,

  I don't have an account coming up with this persons email or name/zip code.  Maybe it's under another name.  They said they received an email from us, can you please provide the Order number so we can further investigate?

   

  Thank you,

  Customer Service
  

  Customer Answer

  Date: 03/28/2023

  Order # is 16821662-867884. My first name is ******, my middle name is *********
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/21/2023

  Looks like this order was cancelled.  We only authorize at the time of the order until the part ships out.  The part didn't ship out. 

  Customer should reach out to the credit card company, as we only show an authorization on our end.

  Discover 12/22 e7r6rwph Auth Only 10/11/2022 06:15 PM $0.00

  We can't refund anything as we have not received anything. 

  Sincerely,

  Customer Service
  
  

   

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned ordwer#********-697276 over 2 weeks ago, and they refused to refund my money claiming damage to the part, which is a lie. They then said if I provided a shipping label, that they would return the part to me. I provided the label over a week ago and they refuse to return the part. They now have both my money and the part. I am seeking an immediate resolution by either refunding my money or returning the part.

  Business Response

  Date: 03/27/2023

  To whom it may concern,

  Paypal dispute closed in our favor.  Customers part being shipped back with the label they provided.

  Sincerely,

  
  Customer Service
  

• Initial Complaint

  Date:03/08/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with Repairclinic. Com on 6/27/2022. I have been receiving delivery updates up to now. I have tried to find my order on the website, which I find I do not have an account with and no orders with them, but I still keep getting updates on the delivery date. I am seeking a refund of $129.19 to my PayPal account that I used for the purchase of the part number ******* Door Switch.

  Business Response

  Date: 03/14/2023

  To whom it may concern,

  The part the customer ordered is still on backorder.  Since COVID and supply chain issues, some parts are much harder to get.  I can cancel the order for the customer so they are not charged.  We do not charge for the part only authorize the card/paypal at the time of the order.  This was only an authorization and would have fallen off since the part has not been shipped.  Once a part comes in and is shipped the part would then be charged.

   

  Please let us know if you would like backorder cancelled and we are happy to do so.  ETA for part is 03/28/2023 - 04/17/2023.  

  Sincerely,

  Customer Service
  

  Customer Answer

  Date: 03/14/2023

  [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,

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