Complaints

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• Initial Complaint

  Date:06/22/2023

  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.

  This company came to fix my washing machine on June 1st, claimed it was fixed and that same night a new error code came up. I called and left a message as they were closed for the night. They called me back the next day and said they would order the part and call to schedule when they received it. By June 19th I still had not heard back from them so I call. They have had the part and just not called to schedule. At that point they scheduled the repair for June 22nd. The repairman arrives and a short time later claims he cannot fix the problem cause he can’t turn off water to the washing machine. Even though there was no issue with the water turn off prior to his arrival it is now broken. I called and spoke to their office and asked why he couldn’t turn off the water at the main, and they said he claimed we couldn’t tell him where it was, even though he never asked and we definitely know where it is. When I bring up the fact that the turn off at the washer was not broken until he came out to fix the washing machine the manager began to get very defensive and refused to do any further work for me ever, which would be fine if it weren’t for the fact that they didn’t even fix the problem they were there to fix or the additional problems they caused. Oh did I mention he left my basement floor covered in water.

  Business Response

  Date: 06/22/2023

  Economic Appliance (EAS) had a tech at this customer's home on June 1st regarding an issue with their LG washing machine. The trouble code provided by the machine (PE) pointed to a problem with the pressure sensor. The tech installed the new sensor and ran the machine through it's test cycle several times to verify everything was working within operational expectation, and it was. The following day the ********* called EAS and stated the machine was not working. The information ******* provided pointed to an issue with the water valve. An EAS tech returned to the ********* residence today (JUN 22, 2023) with the water valve to complete the repair. The repair requires the water feed from the house to be shut off, but the valve to do so did not function. The EAS tech requested the homeowner provide access to the main water shut off, but Mrs. ******* (Mrs. ******* was on site, Mr. ******* was not present) stated she did not know where the home's main water shut-off was located. Plumbing work falls outside of EAS responsibility, and the tech referred Mrs. ******* to a plumber to have the washer attachment valve replaced or repaired, then to let EAS know and we would return to complete the repairs on the washing machine.

  After the EAS tech left the site, Mr. ******* became involved. His phone call to EAS offices was profane and abusive in nature, and he insisted the defect in his home plumbing was caused by the EAS tech. Mr. ******* was informed that EAS does not work on plumbing, and that the shut-off valve issue, while discovered by the EAS tech, was not caused by the EAS tech. EAS offered to return to the ******* home to complete the washer repair after the home's plumbing issue was corrected. Due to on-going verbal abuse on the part of Mr. ******* the phone conversation was terminated. 

  The "problem they were there to fix" as mentioned by Mr. ******* is the repair of the washing machine. This repair cannot be done without a functioning home water shut-off valve. EAS offered several times to return and complete the repair after the plumbing issue was resolved.
  

  The "additional problems they caused" mentioned is specific to the home plumbing. It was not caused by the EAS tech. Alternatively, the valve was found to be defective when the tech attempted to use it as designed, to shut off the water to the washing machine and continue the repair. This issue was immediately brough to Mrs. ********* attention, and assistance was requested to permit the EAS tech to find a way to help find a solution. Mrs. ******* was unable to provide the needed assistance.

  There is no value to the statement "there was no issue with the water turn off prior to his arrival it is now broken", as there is no possible way the defective/broken valve would be brought to light except during an attempt to repair the washing machine.

  The end result of this interaction is simple: EAS will not return to the ******* home due to the extreme anger and abusive language exhibited by Mr. *******. His behavior on the phone was such that EAS believes exposing a tech to continued verbal abuse and the possibility of physical retribution on Mr. ********* part, is a risk outside of our acceptable parameters.

  Customer Answer

  Date: 06/23/2023

  The tech did not ask my wife where the water main shut off was, maybe he assumed since she is a woman she did not know where it was, I’m not sure, but he did not ask. If he would have just asked this entire thing could have been avoided and then we would just be dealing with the water shut off that was broken by your tech. There was not an issue with the water shut off valve until your tech caused the issue. In regards to my “abusive” behavior on the phone, I was very cordial to the CSR I first spoke with and did not get agitated until the “manager” got on the phone and called my wife a liar and refused to return to fix the problem with the washing machine. Again had you just had your tech return and use the water main shut off, this could have been resolved yesterday. This issue will not be resolved until your company refunds the money charged to not fix the washing machine in the first place, and pays to repair the damage caused by your tech. An apology to my wife would also be appreciated. 
  
  

  Customer Answer

  Date: 06/23/2023

  You are correct that the money was paid by ***, and that is who you need to refund the money to. In order to fix the washing machine that your technician was unable to do it will cost me 180 out of pocket since *** paid money out to you for the work you did not perform. Regarding the plumbing that your technician broke, it was functioning prior to him breaking it, it no longer functions after he broke it, I’m unclear how you can claim anything different. Regarding your slanderous comments about my wife, you claim she told the technician she didn’t know where the water shut off was. She claims she was not asked, and given the fact that she has turned it off and on on multiple occasions, it seems that she is likely telling the truth. However, I am willing to concede that is a he said she said situation, so even though your denying calling her a liar is clearly false, I can’t prove that it was your technician who was in fact lying. So I will accept this as closed once you refund the money to ***, and pay to have the plumbing fixed.
  

  Business Response

  Date: 06/29/2023

  EAS rejects every claim made by Mr. *******. As previously stated, the relationship between Mr. ******* and EAS has been terminated. No further communication will be accepted and no response will be forthcoming.