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:07/01/2025

  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.

  Repair man comes out has to get specialist and it takes weeks for them to come back out they have no consideration

• Initial Complaint

  Date:06/24/2025

  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 submitted a claim with ******** ********** for my refrigerator. They scheduled me the Express Appliance Services who came out on June 17th. The problem was diagnosed and a part was ordered that came the next day. However, the next technician appointment wasn’t scheduled until June 23rd. I called and tried to get an earlier appointment but was told there was no recourse for me and because they ordered the part I couldn’t get another company. I had to rent a refrigerator in the meantime. When the the technician came for the next appointment on June 24th, he rang the bell at 1:07(it doesn’t ring on the inside) but didn’t knock on the door( as evidenced on the ring video) I was called at 1:14 to inform me of their 15 minute grace period, but the technician was gone. When I tried to call back there was no answer and a prompt to call back in 30 minutes because of high call volume. My mother called and was told the tech couldn’t come back because he was already out of the area and a new appointment was scheduled for July 1st. When I called to speak to a manager I was told there was nothing I could do and was met with nasty Nathan the tech manager. He told me he would not escalate my complaint and he was hanging up on me and I would have to wait until July 1st. I can see this company has many complaints. I would not advise using them as a service provider. The wait time for necessary appliances is ridiculous the customer service is horrible.

• Initial Complaint

  Date:06/24/2025

  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.

  repairman on Friday needs to come back ice maker not working also you claim I owe $254.76 for coverage was paid in April I sent you the canceled check from my bank you accepted and gave me coverage now you say I didnot pay need your help

• Initial Complaint

  Date:06/13/2025

  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 warranty company ******************** contract / assigned the mentioned company (Express Appliance Service LLC to repair my washing machine for over one month. One technician came out and diagnose the problem and ordered the parts. The parts were shipped to my address two days later. Today 06/13/2025 a technician name ***** came out to install the parts so we can have our machine working. However, ***** only installed one of the parts and took the other parts with him, when I ask him what happen to the other part of the machine that need to be fix, he said "you are good, you don't need anything else". I said to him that the previous tech told me that the machine need the other part you are taking with you. While I try to point out the other part he said "no I have to take this with me". I called the office and complain to them and they called him and according to ****** in the office ***** had no explanation as to why the part was not installed, he told them he will not come back to do it today. I have to wait another 2 weeks before someone else to come again. I am very unhappy and i am asking for help with this matter.

  Business Response

  Date: 07/15/2025

  We only install the parts that are needed to repair the washer. Last we knew the washer was working as it should. If it still has a problem her warranty company will send us back at no charge at all to her. 

  Also, I do not have any information to pull up the homeowners information in our system so I don't even know who this customer is. I would need a name or an address to look into it further. 

• Initial Complaint

  Date:01/06/2025

  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.

  Home warranty claim made through ******** **** ****** on 12/9/24 for a dryer that was squealing. Tech came, alleged to have repaired the dryer and dented the washing machine door in the process. Another tech came on 12/23/24 after I reported the damage and whacked the washing machine door with his hand a proclaimed that the door was fixed. It is still dented. Additionally, the initial problem was never fixed and the dryer is still squealing. No follow up was ever provided by the company between 12/23/24 and 1/6/25. I called on 1/6/25 requesting a follow up and was accused of yelling at the technician on 12/23/24 and today. The representative, James, sent me an email after hanging up on me today that they would no longer be assisting me. Please see that attached document for a more detailed account of my experience.

• Initial Complaint

  Date:09/12/2024

  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 a problem with a washer at home, I have AHS (American Home Sheild) warranty on all of my appliances, I called them to schedule an appointment. They assigned me "Express Appliance Service LLC" to perform the repair. One of their technician arrived on Sept 9th to perform the repair. After diagnoising the issue, he mentioned that he will order a new part which will arrive and I need to schedule another appointment to resolve this issue. I called them couple of days later asking about the status of the part and to schedule another appointment. To my surprise, *******, who picked the call mentioned rudely that this issue is closed and i should not contact them about the issue. I mentioned that I spoke to the tech myself and he mentioned that he ordered a new part but she said that this issue is closed and washer has no failure. After looking through all the details about the company, it looks like this company is in ********** and operating through independent contractors in different cities. It looks like they are doing this same scam to everyone who requested service through the warranty service companies. Now, I still have a broken washer with the service fee paid.

  Business Response

  Date: 09/13/2024

  The homeowner ******* ****** put in a workorder with their warranty company ***. When we were there our technician *** could not duplicate the problem. We always give a truthful report back to *** on what we found. If Mr. ****** is still having any issue with the washer he simply needs to call AHS and we can go back to rediagnose it. We told Mr. ****** this but he yelled at ******* and hung up the phone. We are happy to go back and fix it but he was extremely combative. He also can call *** and request another company. Either way it would be of no cost to him.

  Customer Answer

  Date: 09/13/2024

  
  Complaint: 22278501
  
  I am rejecting this response because:
  
  I spoke to the technician on site when he diagnoised it and he mentioned that he will order a new part for me. When i asked about this information to the *** on call (*******), she was very defensive and wont even accept to verify this information. I asked her to put me on a call with technician, she denied it saying she wont do that. I asked her why the technician said that he will order a new part for me, then she started talking rudely. I wasn't combative, I was trying to understand what happened and how she can close the case when the technician with whom i spoke said he will order a new part. There is also a chance of miscommunication but she rudely said that she wont verify this information. 

  Also, I may get another another vendor to come and fix the issue but the point here is that they took money from *** warranty and clearly lied about fixing the washer. They are using this loophole that all the customers from *** or any warranty ********************** would just get another vendor to fix the issue but these people will get the money from *** warranty service for doing nothing. 

  They are registered in ********** but they are operating in *********, **. Are they even registered to operate in **** ?? They dont even have a local office where I can go to resolve my issue. They are literally scamming everyone.

  I want them to put me on a call with the technician and explain why he said he will order a new part for me but closed the issue or return back the money they took from AHS.

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

• Initial Complaint

  Date:09/04/2024

  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.

  Express Appliance is actively working with the home warranty company HSA to deny legal claims. James, the rep at Express Appliance is perpetuating fraud to deny claims.
  
  I purchased a new home and with it came an HSA warranty. The oven in the home would not turn on, so i contacted HSA. HSA sent out one service agent who deemed the oven irreparable. After that, HSA connected me with Express Appliance. I called and spoke with a service rep James. During that call I explained to him the oven and what was wrong. With the information I gave him, he could tell the oven was irreparable. He verbally stated on that call that he did not want to take this job as it would cost him money. We had several conversations over the next 2 weeks, in which he tried to get out of working on the job. He finally figured out a way to put a fraudulent statement into the HSA system so the job would be pushed to another service technician.

• Initial Complaint

  Date:07/08/2024

  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.

  This company was sent through my home warranty. Will B was the technician. Since May 25 he has come to my house four times. He broke my vent and my washer and dryer are still not fixed. He put on his diagnosis no mechanical failure with the washer.My washer doesnt work and makes beeping noises my dryer doesnt work. He still refused to put in for a replacement. **** poor company and need to be out of business. They owe me money for a new washer and dryer.

  Business Response

  Date: 07/19/2024

  This homeowner has a warranty with American Homeshield. We are the subcontractor hired by American Homeshield to look at the washer and dryer. We could not find anything wrong with either appliance. If the homeowner wants they can call American Homeshield and request another company double check the washer and dryer at no cost to the homeowner. This customer is coming after the wrong company. We couldn't find any problem but they want us to report to their company American Homeshield that the washer and dryer cannot be repaired. We are required to be honest in our report to American Homeshield. To lie to them would be committing insurance fraud. We are choosing not to do that and be honest in our assessment of the appliances.

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 21958823
  
  I am rejecting this response because:
  
  This company was not honest with what they found. They tech came out 4 times and broke my vent on my dryer. He repaired 2 parts in my washer that did not work. My washer did not work it stopped performing when the tech was there. The tech and this company is a dam fraud.

   

  AHS sent out another contractor first time he came in 5 minutes said the washer is broken and the vent was definitely damaged due to it being removed by previous tech. Thats kinda funny another tech who had no idea came in and requested a replacement and didnt even know a tech he previously visited four times. This company has so many bad reviews they shouldnt even be in business anymore. Because of this company AHS did not give me the full price to replace my washer and dryer due to the dumb tech coming out four times. I plan on filing a lawsuit if they dont take responsibility for there actions.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/08/2024

  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 requested assistance with a minor issue to replace a filter. The technician BROKE both my ice maker and meet cooling/ drawer and glass lid. I own a Viking refrigerator. I reported it immediately and spoke to ***************** who said someone would follow-up. I have colluded several times since Feb 14th ( the date of damage ) and sent an email to via their web-site. No response. The Company is ignoring me. I also reported it immediately to American Home Shield who sent this vendor to my home - and they directed me to deal with Express Appliance directly. They did send a different vendor to my home to determine the extent of damages. I do not think that the vendor should get away with causing me extensive damage and then ignoring me. I believe that American Home Shield has also contacted them, but is not getting a response either to assist me.

• Initial Complaint

  Date:02/08/2024

  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.

  Through American Home Shield, they contracted to fix my refrigerator ice maker. It took 3 or 4 visits before it was finally fixed and in the process caused a leak in the water tube to the refrigerator causing about $8,000 in damages to my floor and basement ceiling.