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:12/16/2024

  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.

  I purchased a ** from ****************** in ********* Tennessee in December 2021 and purchased a 3 year warranty plan with Alliance Warranty along with it. My ** began to shut off on its own so I took it up to ****************** and they shipped it to Alliance for repairs. They declined my insurance claim stating that plugs were unplugged inside the computer and ports were damaged. I never opened the ** once. I emailed with them back and forth and they have refused to fix the issue or even repair at an additional cost. Its a week before Christmas and I am now scrambling to figure out a solution to this problem for my children. I have emailed, requesting to speak to an Alliance supervisor and they closed the ticket and advised they were shipping the ** back to the store without me speaking to a supervisor. I saw on this page that other customers have had similar issues and you were able to resolve them so I am hoping I can get the same result. This is the information for the **.Claim Number: ************ Transaction Number: ***** Brand: IBUYPO Model Number: SLATEMR216I Serial Number: *****************

  Business Response

  Date: 12/17/2024

  On 12/3/24 a drop off order was created for the customer to drop off the ** for repairs at the Tullahoma Electronic Express, a shuttle picked up the ** on 12/6/24, the ** was delivered to the Nashville shop tech, upon the shop tech opening up the ** he found that some of the connections were not corrected in the proper spots (see attached pics), one of the connections the pins were damaged. 

  Tech findings:

  ** was opened and there are several parts out of place or wrongly connected. 2 DIMMs RAM were loose when ** was opened for check. Front panel USB 3.0 cable connector was loose and port has damaged pins (broken due to forced plug). Fans are dusty. MB has to be replaced, but damage is out of coverage (physical damage). Declined.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22694695
  
  I am rejecting this response because:

  The ** was never opened by me. I never did any maintenance or modifications on the ** before bringing it to Electronic Express at the ********* TN location. 
  

  Two customer service assistants at the ****************** did open the ** in front of me as that was part of their inspection. That was the first time the ** has been opened. 
  

  Whether the ** was damaged at Electronic Express or enroute to the technician, I dont know but this damage has been caused by somebody mishandling the **. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/29/2024

  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.

  I buy extended warranty I have issue with my *****.. Ill call wait one month. Nobody responds. Nobody call me. I send it email to Naim next day. They make an appointment come to my house and then I want to cover my own. This city is physical damage thats not making sense are using every day. Of course its going to be oil or smoke go everywhere. Then I wanna cover when I buy this one empty they say it mean is cover everything they line customers and Im not happy with survives on this kind of decision they treating on customers and lies. They get money for customer and not cover the try and find something to be not cover. I need help with this situation. Im not understand what I need to do. This is not happy decision, but this company. not good they just they get money for customer and Im not trying to cover ill ask to give me second opinion did tell me I need to talk to Meneger

  Business Response

  Date: 12/10/2024

  Technician ******** ********** on Tue Nov 26, 2024 12:25 PM CST
  called ******** tech support deemed physical damage due to grease buildup, damage on components from the grease build up caused the failure as grease seeped through the back of the oven cavity through the fan assembly causing the oven to short out, the screws for the element were so greasy that they disintegrated causing failure. The grease build up was so bad, when the customer used the self clean option it caused the grease to run through crevices of the oven. 

• Initial Complaint

  Date:08/15/2024

  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.

  I bought a warranty from this company and was only given a pamphlet that states repair or replacement guaranteed. My product failed in a year refrigerator and I was told by their service tech it was no fixable it would need to be replaced. I bought this while on sale after speaking to the Director he agreed it needed to be replaced but told me he could not replace with same item because it no longer existed but after going to the store he offered a gift card to it was confirmed they do in fact had 3 of the same item in stock. I left 3 messages for him to call me back and never received a call back. I called him the next day and he still refuses to replace with same item that is under warranty first said because mine was an older model which was confirmed it is the same model then went on to say its no longer that price so he refuses to pay more for the item. When I asked who his supervisor was and I would like to speak to someone above him I was told there was no one above him but also says he does not own the company after arguing about there has to be someone above him he gave me the number to corporate electronic express which is not the warranty company he works for and said it would not be productive as it will come back to him and he has already made his decision. Every warranty I have ever had always replaces with same or better product but not this company rude and unprofessional!I should not have to come out of pocket for an item that is under warranty.

  Business Response

  Date: 08/26/2024

  Thank you for reaching out. Im glad to see that, through our team effort, we were able to resolve this issue promptly.

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 to get my fridge repaired. This process was not smooth but eventually my fridge was repaired. I submitted a claim for food spoilage and submitted receipts in which Alliance Warranty Solutions agreed upon $166 (and some change). I was promised a check in the mail at the end of April 2024 after calling multiple times following up on the receipts I submitted. I called again on May 17th to follow-up after receiving nothing in the mail. I was told my check was processing. After I received nothing in the mail again after nearly 3 weeks later, I called again on June 4th and asked to speak to a Manager. I spoke to *******. He informed me they review claims every 30 days (even though its beyond 30 days at this point) and it was with billing and I should receive something in the mail within 2 weeks. After again not receiving anything in the mail (its now one month after my last phone call and over 2 months later in total), I call again today July 5th 2024. The phone call reception was bad but I ************************* say my check is STILL processing with the billing department. He explained they are a separate entity from his department and the process is with billing. Our phone call was abruptly disrupted by the reception and I could not hear him further. I called back and left a voicemail message. It should not take a company OVER 2 months to get a $166 reimbursement. I would like to state, ******* does not seem to be the problem. He was kind on the phone and tried to empathize with my complaint. The company ****************** seems to be the bottleneck or issue. If this issue is not resolved soon, next steps is to file a complaint with the Alabama *********************** for Consumer complaints.

  Business Response

  Date: 07/05/2024

  We apologize for the delay and appreciate your feedback. We attempted to reach you  today, but your phone line was busy.
  We are writing to inform you that the checks are scheduled to be sent out next week. **** will follow up with you on Wednesday to verify this information with the billing department.
  Thank you for your patience.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21945263
  
  I am rejecting this response because: I will accept this response when I have a check in hand, otherwise my complaint is not fulfilled. I understand the explanation provided and will wait until a resolution is made. Pleas leave a message if my phone line is busy. I will promptly return your phone call. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/11/2024

  We are unable to leave voicemails with a busy tone, But we will follow up again today with a confirmation.

  Customer Answer

  Date: 07/11/2024

  This issue has been resolved. The Check was received on 7/10/2024.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 filled a claim on my 75 ** **. There form says I should here something with in 10 days. 3 weeks go by and I call the claim phone to speak to someone. The guy on the other end of the phone is pretty rude and tells me they are backed up and it would be weeks and that my pictures that I sent in looks like the ** was dropped. About the **. Its sits on a tv stand and I left to go to town and tv was working fine. I came back and the picture is messed up and you can see anything. The volume works fine. I told the guy from AWS that the tv has never been dropped it looks brand new and just stopped working. He told me it would be weeks before someone could contact me about looking at my tv. 12 days later I call back and get a lady. Shes even ***** and tells me it will be months before I can get my tv looked at. I ask to speak to a manager and get told they are not there and it would not do any good and then pretty much hung up on me. I just want my warranty to replace my **. They are the Alliance Warranty Services sells a warranty then cant do their job. Thats not my fault. If they dont have the people to repair or look at the products then they should replace the products. All Ive go is a run an around. Ive had to use warranties before and never had this kind of problem. They are telling me it could be months to look at or repair or replace my tv. Thats crazy. In my opinion I would not recommend anyone buy a Warranty from Alliance Warranty Solutions. They will just give you the run around. My transaction# on my claim is *****. I filled a claim on 4-22-24 and have not heard a word from them. It says on the claim someone will contact you in 10 business days or less. I called them 2 times and got BS both times. I paid $850 for the ** and just want it replaced I would say repaired but Im past that now.

  Business Response

  Date: 05/22/2024

  Dear *******************

  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you have encountered with your warranty claim. Your feedback is important to us, and we are committed to addressing your concerns promptly.
  First and foremost, I apologize for the delay in processing your claim and the lack of communication from our end. The behavior you described from our representatives is not reflective of our standards of customer service, and I am truly sorry for the negative experience you had.
  Regarding the status of your claim, I understand the urgency of the situation and your desire for a timely resolution. I have escalated your case for immediate attention. We are currently experiencing higher-than-usual claim volumes, which has regrettably impacted our response times. However, this should not excuse the delays and lack of proper communication you have faced.
  To expedite the process, we will review your case and the provided documentation again to ensure we have all necessary information. We will aim to contact you within the next 48 hours with an update on your claim status and the next steps.
  Your TV should be repaired or replaced as per the warranty terms, and we will work diligently to resolve this issue as quickly as possible. We value your feedback and will take the necessary steps to prevent such issues from occurring in the future.
  Once again, I apologize for the inconvenience and appreciate your patience. Please feel free to contact me directly if you have any further questions or require additional assistance.

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

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

   

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Filed a warranty repair claim 3 months ago. Sent someone out, couldn't recreate the problem.Problem happened 10 minutes after they left. Reopened the claim.Claims they can't recreate problem,but orders a bunch of parts.Problems continues to persist after a 4th visit. Just want it replaced. Now getting the run around from Alliance.

  Business Response

  Date: 12/05/2023

  I am sorry to hear about the issues you have faced with your claim. We have been able to get a replacement order in the system and our delivery team will be in contact with you soon in order to get it scheduled if they have not already 

  Customer Answer

  Date: 12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/24/2023

  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.

  Purchased ** Refrigerator with A extended warranty from Alliance from Electronic Express (not knowing was They own Alliance) its been only 2 years and I have had to have them out to replace craft ice maker 3 times and now 4th time the parts came damaged from **** so wasnt fixed its been over 3 weeks was told by 2 salesmen how warranty work could get Replacement and would be issued a check or Gift card for purchase price including tax It has been a nightmare getting Anything done 4 times in 2 years is excessive also when they delivered the delivery guys couldnt connect **************** on top so has been Nothing but Problems !Its Not the Warranty I was sold and Manage, 2 other salesmen all told me the process BUT Alliance will NOT ago or it!Will be seeking legal action

  Business Response

  Date: 08/03/2023

    We apologize for the inconvenience of the situation. On the following dates 3/13/2023 and a re-work repair on 7/21/23.On 07/21 the technician arrived for repair.The part # AGF80300704 was potentially damaged due to shipping to the customers home,We have offered to re-order part # AGF80300704 to take care of the customer's repair. The customer declined the reordering of the part.
   In the terms and conditions, it states:
     " Service Contract and a fourth such repair is required, as determined by Us, within any twelve (12) month period, the Covered Product will be replaced with a comparable product. The cost of the replacement will not exceed the original product purchase price and may be less due to technological advances. We reserve the right to issue a voucher for the original purchase price. Any remaining duration of this Service Contract will be terminated".
  
  
  We have no knowledge of the *** sending their technicians out and we can not own or count their work towards the *** claim that is at hand.
   We have offered the customer a gift card for the amount she purchased $3xxx.** to ensure the customer a faster result, She declined that demanding a check. We have accepted her denial and will wait till she is willing to follow the process of repair going forward or acceptance of the gift card.
  
  
  Since this communication the customer has agreed to the gift card that is in process.
  

  Customer Answer

  Date: 08/03/2023

  I was NEVER given anything except a small brochure with receipt stapled to it NOTHING shows what the policy is I was told by *******, 3 sales Associates a totally different process And Manager also stated and contacted Corporate that the need trying to sell this product,

  There is No way to review A policy until it is sold at checkout and then its too late VERY mis leading 

  also I spoke to ***** the store manager and excepted a Gift card ,was supposed to let Corporate Know that

   

   

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20358015
  
  I am rejecting this response because:

  I was NEVER given anything except a small brochure with receipt stapled to it NOTHING shows what the policy is I was told by *******, 3 sales Associates a totally different process And Manager also stated and contacted Corporate that the need trying to sell this product,

  There is No way to review A policy until it is sold at checkout and then its too late VERY mis leading 

  also I spoke to ***** the store manager and excepted a Gift card ,was supposed to let Corporate Know that

   

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/04/2023

  We apologize for the miss communication from the store.As far as alliance warranty solutions will send out your gift card via email in 2-5 business days.

   

  Have a wonderful day
  

• Initial Complaint

  Date:12/19/2022

  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.

  the manufacture warranty sent out a technician to replace the main board. **** stated that they do not allow technician to remove the tv from the home. I had filed a warranty claim, to repair the the tv and I continued to get the run around. I have paid for the warranty and I can not get my tv repaired. I would Like a total refund of what I paid for the warranty of ******

• Initial Complaint

  Date:09/02/2022

  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 also filed this complaint against ********** *******. This company may be an entity of **********
  *******,,,,
  
  First off, let me say that the Store Manager at the Hermitage, TN location (*******) has been phenomenal. He has been the ONLY one showing any interest in helping me & my wife with our issue.
  
  We purchased a brand new ********* French Door refrigerator (WITH the extended warranty) and a dishwasher on August 2. This past weekend, my wife and I went on a little getaway to celebrate our 20th Anniversary. We come home to find that our brand new, not even had it for 30 days, refrigerator has quit cooling & freezing. Lights on the inside remain on when we open the door, digital buttons on the front still work, but all our food is spoiled. All the ice has melted, and the ice from the door pooled in the floor in front of the fridge ruining the hardwood flooring.
  
  I've been in contact with the Hermitage Store since Monday. I was told that someone would need to come to our home to assess the damage and see if the fridge needed to be replaced. Something like this happening not even a full 30 days after purchase is not even worth repairing. The tech that came to our home said it was the compressor. It needs to be replaced.
  
  My wife spoke to the delivery department at the advice of the SM we have been working with. She spoke to a horribly rude woman who told her (1) The SM I've been working for had "passed the buck" (her words exactly) on the SM trying to help me (2) receiving a new fridge is "not an option" for us, even with the extended warranty that we purchased, and that ********* would be sending us a replacement compressor and (3) that we were email and texted this information which is an out right lie.
  
  Now it looks like we, as a family of 6, will go Labor Day weekend, and possibly longer, with no refrigerator.
  
  ********** ******* has forced me to have to call our attorney in the morning, which I hate to do considering the Store Manager has been so
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/13) */
  We have reached out to the customer and resolved this issue by providing the customer with a replacement refrigerator.