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Complaint Details
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Initial Complaint
06/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I called ASAP Appliance on Wednesday after reviewing the ****** ******* and the BBB rating of A+. I had shut off my water main because the ice maker valve was broken and would not shut off. It was after 4:00 so the office said they would call me the next morning around 9 am to give me a 2-hour arrival window. They said there was a $149 service call fee that would be waived if I had the service completed. No one called on Thursday. I called them around 11:00 but no one answered. On Friday I called at 8:15 and the office scheduled a new appointment between 1 and 3 saying I would not be charged for the previous day since the technician did not provide any service. At 2:40 I called the office. One of the clerk's had failed to properly submit the ticket to the plumber. They said my house would be next. At 4:28 I called the office again. There had been a delay and the plumber would be at my house between 5 and 7. No mention was made of an extra fee for the late service and so I thought it would just be covered due to the office error. The technician finally texted at 7:07 and arrived at about 7:20. He looked at the leaky faucet and said it would need a new value. He said it would be $470.00. I was shocked at the price but it was 7:30 on Friday and I didn't want to pay the $149.00 service fee or leave the faucet off all weekend. I agreed to the charge. The plumber said he would need to go to the shop to pick up the part. After testing to make sure it didn't leak, he informed me that there would be a 3% service charge for credit card payments. I asked why he didn't tell me earlier or why I wasn't told when I booked the appointment. He said that was an office issue and most companies were now charging a service charge for credit cards. I will never use ASAP Appliance again. I do not believe the A+ ranking is appropriate for the way I was treated. I think I should at least get a refund for the 3% service fee. I also believe they charged me extra for the late service call.
Business response
07/18/2023
Business willing to refund consumer 3% on service fee totaling $14.63.
Per ***** *******
Customer response
07/25/2023
Complaint: ********
I am rejecting this response because: They said if I call them they will reduce the charges. I need to find out what they are offering.I also had a response from BBB asking me to call BBB at ************. I have called three times and keep getting the voice mail. I have left three messages but no one has called me back. Id this the correct phone number?
Sincerely,
***** *****Initial Complaint
11/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
If of all I called ASAP appliance to schedule an appoinment for my washer. I called last week on November 4 and left 2 messages for someone to call so I can schedule an apppointment. Then on Friday I email for a appointment 2 times as well. Then Finally on Monday November 9 I spoke with someone to come out. So the technician came out and looked he said it was the motor of the washer. If had nothing to do with the motor the washer was not draining. If he didnt want to look the appoinment should of been canceled. He also said our floor was not level we need to fix that first before anything. That washer has been sitting in that spot for 7 years with no problems with the floor. I am also upset he took the ****** payment for not even doing anything. I will not be using them ever again. Lesson learned.Business response
11/17/2021
Consumer Response /* (2000, 5, 2021/11/16) */ I filed a complaint case number. BBB Complaint Case# ********* I wanted to let you know it has been taken care of. You can disregard the complaint.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.