ComplaintsforCentral Ohio Appliance Repair

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We called central ohio appliance to request service on our double oven.

  (Dates may be off by a day or two)

  7/6/23 **** came out. I explained the issue of our top oven shutting off when temp reached above 400 degrees. **** states to my husband that the oven control board needs to be replaced. We asked if there was anything else it could be as the cost for the part and labor was close to $1,000. **** was adamant that this was the issue.

  The new oven control board was ordered then installed on 7/10/23. The same day the oven shut off as it had been prior to repair. I called the following day to request someone to come out to check out the oven again as we were still having the same issue after an almost 1k repair cost. **** came out again that week, stated that it was possible that the new part was defective. He ordered a new part and replaced it after the part came in. Again, the same day the oven shut off.

  **** came out I believe on 7/13/23 again. My husband was able to show him a video of the oven shutting off. **** states he is unsure of what the issue with the oven is and states that his supervisor will reach out to us by 7/17/23. I waited a week and had received no call.

  I called the company 7/24/23 and was told ****** the supervisor would call me back that morning. I, again, received no return call.

  I called today 7/25/23, was told the same by the receptionist that I would get a call back and as of 4pm today I have yet to receive a return call. My concern is that my oven was not repaired properly and no one has reached back out to me.

   

  Business response

  08/15/2023

  Business stated that they completed the repairs and oven was functioning properly.  When consumer called back, service tech went back to the property and made sure the oven was cycling properly.  Soon after, the business received a video and dispatched the tech again.  The tech again confirmed that the oven was cycling properly, leaving the property with the consumers happy.  This was the last the business had heard from the consumers until this complaint was filed.  

  Customer response

  08/15/2023

  the last time the service tech came to my house the oven was not working. I was told the manager ****** would call me back the following week, which was back in July as stated in my complaint. I also called the company twice and never received a call back. My oven continued to turn off and I never received a call back from management as promised by the tech and young lady that answered my calls back in July. My complaint here has been blatantly ignored.. as have my calls in.
  

  Customer response

  09/11/2023

  Good morning,
  
  Has there been any updates? Or is there a timeframe I should wait before reaching out again?
  
  Thank you,
  ********

  Business response

  09/13/2023

  Business states they will be calling today to set up another service call to check the oven.  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 4, 2022 Technician came out to diagnose the issue but he was new and needed assistance. August 10, 2022 Technician came back with his supervisor to diagnose the issue which was supposedly a bad motor control board and recommended repair over replacement due to costs but the decision was left up to me. August 15, 2022 Motor control board was replaced which cost 770.80 August 25, 2022 Technician came back out on warranty (an hour late for the appointment) and said that the dryer had never dried the clothes in anything less than the two hours that it is currently taking to dry the clothes which isn't true. I was not warned about a 2-4 hour dry cycle being considered NORMAL prior to opting to repair, if I had known that I would have opted for replacement over repair. October 1, 2022 My dryer is still taking 2 hours to dry the clothes and is now making a whining noise intermittently while it does so...a VERY unhappy and dissatisfied customer as I've now spent 370.80 to repair a dryer and maxed out my home warranty contribution for the year on a dryer that STILL is not working correctly and to be told that a 4 hour dry cycle is NORMAL by the call center rep/receptionist and the most recent tech is absolutely ridiculous. I had worked with COAR previously when my washer broke back in March of 2021 and they were top notch on the customer service at that point-did an excellent job/very knowledgeable which is why I called them back when the dryer broke but I wish that they would have been more honest from the start on this one and just admitted that they aren't capable of servicing a ventless condensation dryer, because I am now out of money to pay them and after so many trips by technicians to fix it unsuccessfully-I'm out of patience as well and I still have a broken dryer. Had I known up front that a 4 hour dry cycle was NORMAL I would have opted to spend the extra towards replacement in the hopes of getting a machine that actually works to dry the clothes faster.

  Business response

  10/19/2022

  We are sorry to hear that the customer is not happy with the information she was given regarding her dryer.  

  As the customer was informed, the dryer that was left at her new home when she moved in is, what's referred to as a "Condensation" dryer. This new type of dryer is to be more energy efficient, using a refrigerator compressor (Yes I know this sounds crazy) to produce heat at 120 volts, instead of a 220 volt heating element.

  There is nothing Central Ohio Appliance Repair Inc. can do to change the drying time of this type of dryer. Below are some links from the internet that explain this issue in more detail.

  Here's a few links addressing the length of time this type of appliance takes to dry. 
  
  https://www.reviewed.com/laundry/features/everything-you-need-to-know-about-ventless-dryers
  
  Ventless dryers also take longer to get your clothes dry. A vented dryer might finish a Normal load in about 45-50 minutes, but a condenser or heat pump dryer could run for an hour and a half. Want to dry a bulky blanket or comforter? You could be waiting more than three hours.
  
  https://www.coolblue.nl/en/advice/heat-pump-dryer-or-condenser-dryer.html
  

  On average, a condenser dryer takes 2 hours and 15 minutes to dry 8 kilos of laundry. This is half an hour faster than with a heat pump dryer. Remember that with a condenser dryer, your laundry will wear faster and you use a lot of energy. This is due to the high drying temperature.
  
  https://www.productreview.com.au/articles/which-is-better-a-heat-pump-dryer-or-a-condenser-dryer
  
  Drying a full load in a heat pump dryer can take up to 4 hours - that's up to an hour slower than a condenser dryer would take.

  Customer response

  10/20/2022

  my dryer is now making a random whining noise during the 2-hour dry cycle and that was not addressed by the company's response to my complaint. It is not normal for a dryer to intermittently whine like that when drying clothes
  

  Business response

  11/01/2022

  In response, I have went back through all of the customers complaints regarding the dryer, none of which refer to a noise, it has always been a drying issue. Unfortunately it seems that there must be a different new problem with the dryer. The customer has a home warranty on the appliance, and I would suggest they contact their home warranty company to schedule for another service call at this time.

  Customer response

  11/01/2022

  the whining noise is new following their most recent service attempt. I should NOT have to pay another deductible to my home warranty provider due to their inability to address the issue properly the first, second or third time that they were out for service-nor do they deserve to get paid 800 dollars for failure to provide a service as my dryer is still broken and I don't appreciate being repeatedly dismissed/ignored by them. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ice machine not working, the merchant deceived me by implying it needed replaced, but the problem was inadequate water supply. They replaced my entire mechanical system, I paid in good faith, but the problem was with the water supply and not the equipment.

  Business response

  07/29/2022

  The ice machine was not working because the motor in the icemaker was mechanically locked up. There
  are many elements needed to create ice. The “entire mechanical system” was certainly NOT replaced.
  Only a single component, the icemaker. We repaired in good faith as well. It’s unfortunate that in this
  case, an underlying issue with the plumbing in the home was the root cause of the icemaker failure. The
  old part was left with the customer. If a refund is desired, we’ll happily reinstall the old icemaker, return
  the new one we installed and add this customer to the exceedingly short list of customers we refuse to
  do business with. He was hostile to our technician and refused to discuss the situation in a professional,
  adult-like manner and had no desire to understand anything. Rather, he was, and continues to be, only
  interested in casting insults and slandering a reputable business because he’s mildly inconvenienced to
  address plumbing issues in his own home.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a repairman come out to my home, to check some issues with my dishwasher. The repair man showed up with a trainee. I was not aware that this was going to be used as a training opportunity, but they were both professional and courteous, so it was not an issue for me. They were thorough and were able to figure out everything that was causing the issues. I was actually impressed with their work. While the trainee was putting everything back together, the trainer explained everything to me that they found. He told me that it could be repaired, but that he recommend it be replaced. While we were talking, the trainee finished putting the front back on the machine, and the trainer asked if everything was running again and to make sure there were no screws left out. Apparently the trainer has a "no extra screw policy". Which I appreciated at the time. The trainee said everything was working fine and there were no extra screws. The trainer and I then finished up and I told him that I was strongly leaning towards replacement. I asked him to make sure that all the issues and potential causes that they found were listed in their report, since I was using my home-owners warranty. They said they would and left. A little bit later I went to use the washer and it wouldn't turn on. I tried calling my warranty company and Central Ohio Appliance Repair (COAR). When I got through to COAR, the operator, *****, was extremely rude, unsympathetic, kept talking over me, was combative, hung up on me, and made things a lot worse. I eventually spoke to ******, an owner, and he told me he couldn't do anything since the warranty company told them they had paid me out for the machine (which wasn't true). He was combative and unsympathetic as well. All I want is for the machine to work like it had before they messed with it. We are having people over for a celebration, and now I have no clean dishes because they wont fix what they messed up.

  Business response

  03/31/2022

  This is ******, one of the owners of Central Ohio Appliance Repair Inc., and one of the people who spoke with Mr. ******.
  First off, we take this complaint very seriously.
  In response to Mr. ******'s accusations, Mr. ******'s appliance is covered under a home warranty (***) that Central Ohio Appliance Repair Inc. does work for. *** is Central Ohio Appliance Repair’s customer, they hire us and pay us. As such, we were hired to go to the Mr. ******’s home and diagnose the issues and cost of repair if possible, and report back to *** with the information.
  Our technicians had found that the appliance had many issues, some safety and other being a cockroach issue. Our technicians advised *** of the issues, and at this point we are finished (unless *** authorizes Central Ohio Appliance Repair Inc to perform the repair)
  
  *** will then reach out to the homeowner and advise them of their option of repairing or replacing the appliance. *** had contacted Mr. ****** and offered him a "Repair Credit" to purchase a new dishwasher which he accepted instead of the repairs being performed. At that point the job was completed *** had contacted Central Ohio Appliance Repair Inc. as such, and that the work order was closed out.
  
  On to the next point about our CSR, as Mr. ****** described in his complaint, our Customer Service Representatives (CSR) was "extremely rude, unsympathetic, kept talking over me, and was combative", actually it was the opposite. Mr. ****** was the one who was "extremely rude, kept talking over our CSR as she tried to help Mr. ******, and was combative to the point that she began to cry. Which was witnessed by our other CSR's.
  As instructed per our company policy, should a customer become this way, our CSR's are trained to advise the customer that if they cannot speak in a more polite and respectful manner, to advise the customer that they are hanging up. Mr. ****** continued with his verbal abusiveness and our CSR did hang up on him.
  
  This was the exact same mentality and attitude that Mr. ****** had with myself. I was polite and tried to understand and explain to Mr. ****** that he needed to contact *** so they could create a new work order.
  Although he would not stop, at that point I firmly told Mr. ****** that our conversation was over and ended the call. After which, we contacted the home warranty company and advised them of the situation.
  

  Customer response

  04/03/2022

  The actions that the Central Ohio Appliance Repair (COAR) technician took, rendered my dishwasher inoperable. It is normal occurrence for an individual to not expect to accrue damages when a technician is employed to diagnose an issue. This was the case here. COAR was contracted to diagnose and issue, not to cause additional damage. As was talked about with the technician and the trainee when they arrived at the property, the dishwasher was still functional before they laid hands on it. Although there was a small leak and a couple other issues the dishwasher was run just the day before, without incident, and had no issues turning on or connecting to power. After the technician and trainee took it apart and put it back together, the dishwasher was no longer running and was no longer turning on or receiving power. If COAR was only contracted to diagnose an issue, then I do not understand why they rendered to machine inoperable and would refuse to correct what they have broken. I would simply like to have the same level of operation to my property, that I had before they laid hands on it. This is not unreasonable and is well within my legal rights.
  ******, the reported owners of COAR, also claims that I accepted some kind of “Repair Credit” from ***, which is a lie. I have not accepted anything, and this issue is still open with ***, with me, and should also be open with COAR since they have not returned my machine to the state it was in before they dismantled it.
  
  When I spoke with ******, he again made the claim that *** had paid me out for the machine. At that point I informed him that information was incorrect. He told me that he would contact *** and verify, directly after he got off the phone with me. He also gave me his word that he would call me back that same day after verifying with ***. This was also a lie. That conversation took place on Monday 03/28/2022, today is 04/03/2022 and I still have yet to hear back from him. ****** is clearly not a trustworthy individual. Which may explain some of the practices of the company that he co-owns.
  
  When I had not heard back from ******, I contacted *** myself. They verified with me that I had not been given any kind of “Repair Credit” and that they did not inform COAR that I had. They also said that ****** had contacted them already, and that they shared the same information with him. They also told me that they would contact him again to make sure he knew they I had not yet been given any kind of payout. *** then also told me that after they spoke with ****** from COAR, that he told them that he could not fix what they had broken, because there was now a liability issue. This was the first I had ever heard of that.  Apparently after the original report was given to ***, ****** tried to claim that there were also exposed wires near a power source. This was completely made up, there were not exposed wire anywhere. Neither the technician nor the trainee ever mentioned it, nor did they point it out when they were going over all the issues that they had found, with me. This was not included in the original report shown to me or ***, and was only brought up, as a flimsy excuse as to why they couldn’t fix it, after I tried to get them to fix their mistake.
  Central Ohio Appliance Repair is not a reputable organization and appears to have no lower moral limits when it comes to avoiding responsibility and cheating their customers.

  
  As far are COAR’s CSR, *****, this was not the first interaction I had with her over the phone. I had to speak with her a few days before as well, and she started off the conversation being curt, short with me, and talking over me. This seems to be a pattern of behavior at COAR; disrespect and a sense of “better than thou”.  I did not use foul language with her, and though I was calling as a frustrated customer I showed her respect on the phone. When I asked her to stop talking over me is when she hung up on me. After that I called back and immediately asked to speak with her manager. This eventually led me to speaking to ******. I did not find him to come across as understanding or patient, however he was less rude than ***** and he promised to find a solution and call me back, which he did not do. He broke his word, never followed up with me, and lied to me. 

  Regards,
  
  David ******

  Business response

  05/02/2022

  Good morning ****, 
  
  I'm sure you are probably familiar with the situation revolving work order ******. At this point in time we are currently working with the BBB to remove false allegations that our company has received from Mr. ******. The reason why I am reaching out today is to see if you are willing to help us with the BBB investigation by providing documentation that Mr. ****** has in fact been offered a repair credit by *** and has yet to claim said credit. 
  
  I have CC the company owner ****** and also the service manager ***** who inspected the appliance at **** ******** Dr in case you needed any further information or had any questions. Thank you for your time ****, I am looking to hear from you soon. 
  
  Thank you, 
  
  ****** *******
  Warranty Manager
  Warranty Department | Central Ohio Appliance Repair
  
  Good afternoon ******,
  
  After looking this work order up I do remember this one!
  
  We certainly want to be a good partner to Central Ohio Appliance Repair and help out with this BBB investigation.
  
  In reviewing the notes we found the following:
  
  Per our records we advised Mr. ****** that we could offer him a repair credit of $392.55 towards a new unit or we can offer him a second opinion.
  
  Mr. ****** stated that he didn’t feel comfortable moving forward with either option at this time and maintains that the unit worked sometimes and after Central Ohio Appliance Repair worked on the unit he is stating now it does not.
  
  We did explain that Central Ohio Appliance Repair advised to us that if the unit was repaired it would be a fire hazard. At this time we haven’t heard back from Mr. ****** on how he would like to proceed with the two options we presented them.
  
  I hope this information is helpful to you all. Please let me know if you have any further questions and have a great weekend!
  
  Best,
  
  **** *****
  Contractor Account Manager 
  
  o ###-###-####
  
  
  
  
  
  
  
  

*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. ↩