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:09/16/2025

  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 just purchased the new ******* 8000F tv. Tv turns on but no picture. Called ******* got a horrible troubleshooting person. Would not answer any of my questions. Kept telling me to do these troubleshooting steps over n over without any change. Would not speak to me. Finally go him to send me a link to get a repair ticket. The link is for Home Service Network **** out of **********. They have you scheduled a date online. Then say they will call you to confirm. This lady called and just did a half ring n hung up. Sent a message to call back. Called all day on hold got hung up on three times and reached no one. But they tell you contact us right away or your repair ticket will be dropped. Cant get anyone on phone n have a brand new broken tv that. I seen many nightmare complaints about this company and *******. Do not buy a **********. I repeat dont buy a **********. Home Service Network *** is a nightmare and dont care and wont fix your tv and will probably void your warranty a** well. Dont do it u will be sorry

  Business Response

  Date: 09/29/2025

  We appreciate the opportunity to respond to this complaint.
  
  Our records show that our company made three separate attempts to contact the customer to schedule **********************. Per our company policy, if a customer does not answer or return our calls after three attempts, the service ticket is automatically cancelled as unable to reach customer.
  
  Call logs and recordings confirm that voicemails were left each time we called. Additionally, text messages were sent to the customer, one of which received a response from the customer containing inappropriate language (Fu** Y**). This confirms that our messages were successfully delivered and received.
  
  The customers claim that we hang up after a few seconds is inaccurate, as our call records and voicemail recordings demonstrate that full messages were left on each attempt.
  
  As an authorized third-party service center for *******, customers are not required to work with our company specifically. If at any time a customer does not wish to work with **********************, they may contact ******* directly to request a different service provider.
  
  Our goal is always to assist customers in a professional and timely manner, but in this case, we were unable to proceed with service due to lack of communication from the customer despite multiple documented contact attempts.
  
  Home Service Network
  Authorized ******* Service Provider

• Initial Complaint

  Date:09/01/2025

  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 reached out to ******* in July 2024 regarding my ******* dishwasher (Model: DW80R2031US) leaking. It was determined it was best for a technician to come out to take a look at the dishwasher for diagnosis and possible repair. I reached out to the company multiple times to schedule an appointment and finally it was scheduled for December 6, 2024. I advised I only wanted a diagnosis as I didn't even pay $450 for the dishwasher and they were quoting me over $600 for repairs. This information was clearly not communicated with the technician. When he advised he was finished, I thought he was finished diagnosing the issue. He identified two parts needing replacing and that he had taken care of that. I advised that he was only suppose to diagnose the issue as I didn't even pay $450 for the dishwasher and didn't want to pay even more money for repairs. He advised the service ticket directed him to replace the problematic parts and he was doing what he was told. Understanding he was in a tough spot, I simply expressed my upset and concern over the situation. Being stuck with no other option but to pay, I was now out over $600! I reached out to the company multiple times in the months that followed to discuss what happened in hopes of some kind of resolution and refund and got no follow-up or response from the company. Then, within weeks of the part replacement, the dishwasher started leaking again and has continued to do so. My attempts for the company to come and fix this ongoing problem have been unsuccessful as they continue to advise I still have to pay for any visits. Between the original cost of the dishwasher and the replacement of faulty parts that did not fix the issue, I have come to the decision to buy a new dishwasher. The hassle is simply not worth all this trouble. I would like to be fully reimbursed for at least the amount paid for the repairs in the amount of $618. Thank you for your time.

  Business Response

  Date: 09/22/2025

  BBB ID: ********

  Customer Name: *******, *******

  ******* Ref: **********

   

   

  We appreciate the opportunity to address the customers concerns regarding ********************** provided on their ******* dishwasher dated 12/06/2024.

   

  The unit was confirmed to be fully out of warranty. Prior to service, the customer was contacted and provided with the full repair estimate, including the cost of parts and labor. Per our policy, we collected a 50% deposit before ordering and installing any parts. By paying this deposit, the customer acknowledged and agreed to the full repair cost, which was explained during the estimate call.

   

  On the day of service, the repair was completed successfully, the unit was left in working condition, and the customer paid the remaining balance and signed the completion/liability form, confirming satisfaction with the repair.

   

  It is important to note that if the customer had chosen not to proceed with the repair at the time of estimate or during service, the parts deposit would have been refunded and the repair canceled. The customer did not express this at the time and instead approved the service.

   

  The customer is now requesting a refund nearly 10 months after the service was completed. Unfortunately, this request falls far outside our refund time frame, and we are unable to honor it at this stage.

   

  As a third-party authorized service center, we recommend the customer contact ******* directly if they wish to pursue further assistance, as any goodwill refund or extended support would need to come from the manufacturer.

   

  We stand by the work performed and confirm that proper procedures were followed in this case.

   

  Sincerely,

   

  ****** L

  Home Service Network, Inc.

  Customer Answer

  Date: 09/29/2025

  
  Complaint: 23824589
  
  I am rejecting this response because:
  

  Although parts of their account is accurate, they left out only original change to the request to make the repair appointment a diagnosis appointment before determining if the repair was to be decided based on the original price of the repair quoted. I expressed, repeatedly, I did not want to spend more on the repair than the cost of the dishwasher and was repeatedly assured I was heard and the first charge made would be refunded if I opted against any repairs. Additionally, after the technician's appointment, I reached out to the company several times with no response from the company which finally prompted me to consult options and this route being the first one I chose to pursue. At this point, if the company is not willing to fully refund me, I will pursue with legal action. 
  
  Regards,
  ******* *******

• Initial Complaint

  Date:07/29/2025

  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 bought a ******* Hub Ref, My freezer has not worked in 1 1/2 to make along story short They have made appointments after appointment to repair. and as of today no one is giving me a clear answer or day. I am leaving to go out of the country next week 8/8/25 and no one is getting back to me.

  Business Response

  Date: 08/04/2025

   

  BBB ID: ********

  Customer Name: *********, ******

  Samsung Ref: 4181514775

   

  Dear BBB,

   

  We appreciate the opportunity to respond to ****** Papadakiss concerns regarding the delay in service.

   

  Our records show that the customers unit requires a sealed system repair for an R-134A model. This type of repair can only be performed by certified sealed system technicians, who have specialized training and equipment for handling refrigerants in compliance with *** regulations. Unfortunately, our sealed system technicians are currently fully booked due to the complexity and limited availability of this type of repair.

   

  We fully understand the customers urgency, especially with an upcoming vacation. After discussing the timeline with the customer, they expressed they could not wait for the earliest available appointment with our team. We therefore advised them to contact ******* directly to explore reassignment to another authorized service provider who might have earlier availability.

   

  As of today, the ticket has been successfully reassigned to a different authorized service center per the customers request. We regret we could not accommodate the customers preferred timeline and sincerely hope the new provider is able to assist them sooner.

   

  Please let us know if there are any further questions or if additional information is needed.

   

  Sincerely,

   

  ****** L

  Home Service Network

• Initial Complaint

  Date:07/18/2025

  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.

  My ******* refrigerator has a continuous leak where the outside water and ice dispenser is located . I called Home Service Network who I used before for other household repairs. They came out twice ( July 2nd and July 9th). Each time with different parts . The leak started within three days of the last visit ( July 9th). I called July 13th and every day after that. They will not call me back . We paid in full.

  Business Response

  Date: 08/04/2025

  BBB ID: ********

  Customer Name: ******, *****

  ******* Ref: 4181388261

   

  Dear BBB,

   

  We are writing in response to the customers complaint alleging that our company failed to show up for a scheduled repair and that they paid in full without receiving service. We would like to clarify the facts of this situation.

   

  On July 9th, our technician was on site at the customer's home to perform a repair on their refrigerator. During this visit, three parts were replaced, and the unit was fully tested in the presence of the customer. We have photos and a signed ********************** completion form on file confirming the repair was completed and that the unit was operating properly at the time of service.

   

  The customer's claim that we never came out and that they paid for service not rendered is incorrect. The work was completed as scheduled, and the customer acknowledged satisfaction at the time by signing the completion form.

   

  We later contacted the customer and learned that a leak issue has reoccurred after the initial repair. Since the original ******* service ticket had been closed, we informed the customer that they would need to contact ******* directly to request a new ticket in order for us to return under warranty.

   

  To assist the customer, we are willing to help facilitate the creation of a new service ticket with ******* so we can promptly send a technician back to their home to inspect the unit again. We remain committed to ensuring that this repair is resolved to the customer's satisfaction and in accordance with the warranty coverage.

   

  Please let us know if any further information is needed.

   

  Sincerely,

   

  ****** L

  Home Service Network

  Customer Answer

  Date: 08/04/2025

  
  Complaint: 23622171
  
  I am rejecting this response because:
  
  
  The agency did not make an attempt to call us until after a BBB complaint was filed. We called several times and left messages regarding the refrigerator and ice issue and they did not respond. AFTER we m add the complaint, then they called us to revisit to correct the leakage and ice making problem. Also, it is extremely difficult to call this business. You are on hold for over an hour and then your call is dropped
  Regards,
  
  ***** ******

  Business Response

  Date: 08/27/2025

  BBB ID: ********

  Customer Name: ******, *****

  Samsung Ref: 4181388261/ 4181835520

   

   

  We acknowledge the customers concerns and regret any inconvenience they experienced in reaching us prior to filing this complaint. Once we were made aware, we promptly worked with ******* to request and receive a new ticket for the customers repair.

   

  Our technician returned to the home under warranty from the last repair on 8/11, completed the necessary service, and obtained a 2^nd signed completion form from the customer confirming the repair was finalized.

   

  At this time, there is no further action our service center can take. If the unit experiences issues again, we kindly recommend that the customer contact ******* directly to determine if additional accommodations can be made, as this would be the third occurrence with the unit.

   

  For any future service-related needs, the customer can reach us directly at ************** or by email at *************************************************************************************************.

   

  We remain committed to assisting within the scope of our service responsibilities and in coordination with ********

   

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

  Home Service Network, Inc.

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

  *********, NJ 07072

• Initial Complaint

  Date:06/27/2025

  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 had Home Serivce Network out to fix my ******* Washing Machine and couldn't have had a worse experience. The initial appointment was scheduled a week out and when the technician came he couldnt figure out the problem. He told me it was most likely a ********* and he could replace it for $420. If that didnt work he'd replace the motor and I'd have to pay for the parts and labor for that. If that didnt work he'd replace the wire assembly and pay again for new parts and Labor. I asked why I would pay for the first fix if he didnt know that it would actually solve the problem and he couldnt give a good reason, just this is the way they had to do it.I told him I didnt want to move forward unless he could actually tell me what the problem was. so I paid the $120 diagnostic fee and he left. After calling the Home Service back, I explained the situation above and they insisted that he fixed the problem (he didnt do anything of course, I still have a broken washing machine). After being transferred around and waiting on hold for over 4.5 hours they still couldnt offer any solution. They refused to refund the diagnostic fee even though they couldnt diagnose the problem. Their customer ********************** seemed excessively rude and borderline incompetent. The Supervisor at *** (*****) offered to do a 3 way call with ******* to explain the problem but she just transferred me to ******* and didnt actually join herself. I've never been so frustrated from a customer standpoint.

  Business Response

  Date: 08/04/2025

  Dear BBB,

   

  We are responding to the complaint filed by ***********, ****.

   

  Our standard trip and diagnostic fee of $120 is nonrefundable and was communicated and agreed to prior to dispatch. The technician completed his diagnostic during the initial visit and, based on his findings, recommended starting with the main board replacement to attempt resolution. He also explained that depending on the units response, additional components might be needed, which is standard in cases where multiple parts could be contributing to the issue.

   

  At that time, the customer expressed concern about proceeding with the repair, given the possibility of needing multiple parts, and indicated they would prefer to purchase a new unit instead.

   

  A few days later, a new service ticket was created. Due to the high cost of the required part, our policy requires a 50% deposit before ordering, which the customer declined.

   

  In an effort to assist further, the technician returned to the customers home to offer a reevaluation of the unit, as the customer was still covered under the original diagnostic fee. However, the customer declined the visit and asked the technician not to proceed.

   

  We believe our technician acted appropriately by providing a diagnostic and clear explanation of the potential repair path. While we understand the customers hesitation given the possible cost, our team did make every effort to provide options and follow up under the coverage already paid for.

   

  Please let us know if you need anything further from our side.

  Sincerely,

   

  ****** L

  Home Service Network

• Initial Complaint

  Date:06/19/2025

  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 purchased a 77" ********** in the fall. In May the TV lost all sound. It is on warranty and I scheduled a service appointment with Home Service Network (****************************) for 6/3 and took the day off. Nobody came, nobody ********* took multiple phone calls (with the requisite hold times) but finally a new appointment was scheduled yesterday between 10AM and 2PM. Nobody came, nobody ********* 3PM I phoned HSN and learned they were having trouble locating the technician. I was told he/she was not answering the phone. I was assured I would get a call back and that someone would be there.Nobody came, nobody called. At 6PM I called back and listened to the same music (that by now had ensconced itself in my head). After 20 minutes I was disconnected. If they were closed, an automated message stating as much would have been nice. Today I received a text stating the job requires two people so it has been rescheduled for 6/23. If the job requiresd two people, it should have been scheduled as such. That makes two lost days at work for this customer. With a third scheduled for Monday.I called MSN this morning. Asked to speak with a supervisor. Got the same music. Nobody came back to speak with me. Just the music. Then the line goes dead.I assure you I have better ways to use my time. Going to work, for example.

  Business Response

  Date: 07/03/2025

   

  Dear BBB,

   

  We are responding to the complaint filed by ***** ******.

   

  After reviewing the service history, we would like to clarify the following:

   

  • The original service date of June 3rd was a tentative appointment date provided by *******. This date was not confirmed with our service center, and no ********** was dispatched or scheduled on our end for that day.

   

  • A confirmed appointment was set for June 18th. However, due to the size of the customers ******* TV, the assigned ********** informed us on the morning of the visit that a second ********** was needed for safe handling and service the unit. Unfortunately, a second *** was not available that day, and for safety and liability reasons, the appointment was rescheduled to June 23rd.

   

  We sincerely apologize for any inconvenience this may have caused the customer, especially regarding time taken off work. While we understand the frustration, we do want to emphasize that any request for replacement or refund would need to be processed directly through *******, as we are an authorized service provider and not the ***ufacturer or retailer of the unit.

   

  Please know that we remain committed to providing quality service and transparent communication and have taken steps internally to prevent similar scheduling issues in the future.

   

  Sincerely,

   

  ****** L

  Home Service Network

  Customer Answer

  Date: 07/04/2025

  
  Complaint: 23491660
  
  I am rejecting this response because:

   

  1. They know the size of the set in advance and sent two people the last time the set needed service (last March). They make it sound like this was a surprise.

  2. I called at 3PM and asked abut the *** (the appointment was scheduled between 10AM and 2PM): If the technician reminded them about the need for the second *** that AM, why was I told he couldn't be reached for an *** but that he was still coming? Why did they not return my call with the updated *** as promised? It was not until the next AM that I learned (by email) that they failed to schedule two people. This was always a two *** job: as a ******* repair service they know this

  3. The first appointment on 6/3 was scheduled and confirmed on their web site.  They never called to say otherwise. Another day lost.

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

• Initial Complaint

  Date:06/16/2025

  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.

  The technician, ****, did not perform the needed repair on our ******* ice maker. When he realized that our ice maker was still working - though it was almost completely covered in frost - he refused to look any further at it. He showed me on his phone a summary of our original complaint - saying that it was different from what was I was describing - and it wasn't. He saw that ice maker was loaded with frost and insisted that it wasn't making ice. He became very frustrated when I showed him a full bag of ice that I had removed from the ice tray prior to his arrival. He brought a new ice maker with him, but he said we didn't need it. We repeatedly asked him to please look at the unit and he kept cutting us off to say that he couldn't do any other work on it. He didn't pick up one tool; he just opened the box with the new ice maker, pushed it across our kitchen counter, and told us we didn't need it.He then told us it wasn't worth spending any money on a fridge that was 7 years old. (Despite the ongoing ice maker issues, the fridge works fine.) When it came time to pay, he told us we could refuse to pay the mandatory trip fee of $120 plus tax because he didn't do anything. He said if we didn't pay, ******* could refuse to provide service in the future. I explained that all of our appliances and TVs were made by *******, and that I'd pay the fee to ensure we wouldn't be denied service if any was needed in the future. I had my checkbook in hand and repeatedly offered to pay him. He kept telling me I could refuse. I again offered to give him the money, and he took his tools and left. Two minutes later he came back in the house, unannounced, and again told us to refuse payment. He abruptly left and that was the last we heard from ********* we received an email invoice for the fee, and are hesitant to pay; we waited weeks for the appointment with a technician who refused to even look at the unit.

  Business Response

  Date: 07/03/2025

   

  Dear BBB,

   

  We are responding to the complaint filed by *** ******.

   

  Our company has a clear policy in place to ensure transparency with our customers. Prior to booking any ********************** appointment, we send out written communication outlining our standard service fee of $120, which covers the technicians trip to the home and diagnostic assessment of the unit. Once a customer responds to the notice, we follow up with a phone call to reconfirm the fees and obtain verbal consent before scheduling the appointment.

   

  In this case, the customer was sent the ********************** fee notice and responded. We then contacted the customer to confirm the $120 trip and diagnosis fee, and the appointment was scheduled accordingly.

   

  On the day of the visit, our technician arrived as scheduled with the necessary part for the potential repair based on the ticket information. However, the customer insisted on directing the technician regarding what repair should or should not be done and refused the part the technician brought. When the technician attempted to proceed professionally, the customer would not allow him to do so and refused to pay the agreed trip and diagnosis fee. Due to this, the technician had no choice but to leave the premises.

   

  Our technicians are trained to follow company protocol and are not permitted to engage in service without proper payment or if the customer is unwilling to cooperate. Given the circumstances and the refusal to pay the required fee, our company does not feel comfortable sending a technician back to this home.

   

  We always strive to provide courteous and professional service and regret that this situation did not result in a successful outcome. However, we must also ensure the safety and fair treatment of our staff.

   

  Sincerely,

   

  ****** L

  Home Service Network

  Customer Answer

  Date: 07/10/2025

  
  Complaint: 23474171
  
  I am rejecting this response because: The company's response is a completely inaccurate reflection of the interaction we had with the technician, ****. We repeatedly offered to pay for the visit, and he refused to take payment. We also did not tell him what kind of repair was needed, as we're not appliance specialists. We simply showed him the ice maker, told him what had been happening and asked for his advice.

  When we booked this appointment, we expected a technician who would diagnose the problem. We agreed to the price of the trip as well as a replacement part *if* it was needed. Instead **** told us we shouldn't invest money to repair a 7-year old appliance and became visibly frustrated when we showed him that the ice maker had been making ice. It was also almost completely covered in frost and leaking from a tiny crack in the bin. **** told us the price of the bin and again said it wasn't worth repairing. 

  As outlined in the original complaint, **** told us we had the option to not pay for the trip. *I had the check in my hand* and he left without it. To insinuate that we told him what to do and refused to pay is inaccurate and insulting. 

  What's most frustrating is that we had a different tech from this company provide us with service last year and he was friendly, knowledgeable and professional. We expected that same level of service this time, and were quite disappointed.

  We agreed to pay the mandatory fee for visit and will honor that commitment. Please send an email invoice and we will remit payment. Should we require service for any of our other ******* appliances in the future, we will ask that a different technician be assigned to work with us.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:01/08/2025

  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.

  Company is assigned as a service provider for *******. They cannot be reached, and do not answer calls, emails or text messages. They only call after their normal business hours (5pm EST and on) ands hang up when answered. When contacted via email or text, there is no response. When called, you are placed on hold for hours, only to be hung up on. They practice deceptive business practices and only serve to show an attempt at scheduling service so then a warranty period can expire or a service ticket can be closed as if the customer is unresponsive. Its very clear, given the numerous online reviews of extremely poor responsiveness, moneygrabbing service visits and a current BBB rating of F, they do not belong in business and will continue to scam future customers.

  Business Response

  Date: 01/23/2025

   

  BBB ID: ********

  Customer Name: **** *****

  Samsung Ref: **********

   

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by our failure to appropriately coordinate communication with the customer. Upon reviewing the ticket on file, we recognize that our agent predominantly attempted to contact the customer after 4:30 PM. This approach was not ideal and did not align with our commitment to providing timely and flexible scheduling options.

   

  We take full responsibility for this oversight and have addressed the issue directly with the agent involved. Corrective actions have been taken to ensure that, moving forward, all customers receive contact attempts both in the morning and evening, accommodating their availability for scheduling.

   

  If the customer still requires **********************, we would be happy to assist by working with ******* to create a new ticket and promptly schedule the necessary service.

   

  We deeply regret the inconvenience caused and appreciate the opportunity to make things right. Please do not hesitate to reach out with any further concerns or questions.

   

  Sincerely,

   

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

  Home Service Network

• Initial Complaint

  Date:08/30/2024

  Type:Order 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.

  We purchased a ******* fridge at the end of 2022 and immediately had issues. A tech has been sent multiple times to come and fix the issues but they keep not fixing it. The fridge is now out of warranty and they want to be paid out of pocket for an issue that has been ongoing since the warranty period. They dont actually fix anything! They show up, say if the problem still happens we will come back and do that over and over again. Water is leaking under the crisper drawer and freezing. This has been going on for months. They send the same tech over and over. He doesnt know how to fix it. We asked for a different tech and were told that they assign them systematically and cant change who they send. They dont actually care about fixing your appliances because if they stay broken they can just keep cashing in.

• Initial Complaint

  Date:05/20/2024

  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.

  I have a brand new dryer and washer (2024), that I purchased in March of this year AND HAVE NOT USED YET. Unfortunately, there was a malfunction in the motherboard. In April when I called about the inoperable dryer, ******* sent Home Service Network (HSN) to tend to repairs, I could not get an appointment until May. (Mind you, they do not work on weekends - so now I have to take off from work- because I am a teacher). On 5/6 a tech arrived, removed all parts from the dryer and said, that he was unable to work on it and that I needed to order a part for the dryer (by the way it is under warranty so I should not be paying for parts- per *******). We rescheduled for next week. (Now my students are missing 2 days of learning). On 5/13 the same tech arrives, unfortunately the part that arrived was incorrect and he said that he is unable to work on it. I asked if I can get 20 minutes to go up the street to get the part and return because I cant take off work again. He nods yes, then leaves my home within 5 minutes of my exit. So now I have used unpaid leave to receive zero services or repair on my dryer, impacted my students education, still unable to wash clothes, and have to reschedule again. I called HSN they have caller ID (does not accept blocked calls) They picked up phone and hung up every time I called. I called ******* and explained what has happened, they said they will reschedule for 5/20. Today is now 5/20 and this is literally costing me money! I called to inquire about my appointment time. HSN alleged that I spoke with them and requested another company. If your calls are recorded, please let me know because I have not been able to speak with anyone. I have no appointment today and now we have another week of no appointment and no repair and no clean clothes because the hope was that I would fully be repaired. All I want is for my dryer and washer to be fixed and functioning. This is very unfair to me and my students education.