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:06/10/2025

  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.

  *** was contracted by my warranty company to repair my washer. The technician first came out about 5 days after it broke to do an assessment. He said that a part was needed and it would be 5 days. He returned about 5 days with the part and installed the part. He then said that another part was broken and that it needed to be ordered and it would be another 5 days. I waited 6 days and sent a text message for an update. I received a response that it would now be another 14 to 21 business days to get the part. My husband works in the medical field and is exposed daily to diseases such as the flu and covid. His scrubs also have vomit and f**** on them from patient exposure. It has been almost a month and I do not have a working washer nor any updates. This is terribly disappointing as I keep getting false information. I am stuck in a service contract with no hope of getting this washer repaired in the near future. This is certainly an unreasonable amount of time to have to wait to get a common washer repaired.

  Business Response

  Date: 06/10/2025

  Management spoke to **** on 6/4 advising that we did not have tracking on control at that time.  This part has been on backorder and not available through normal distribution channels and was requested directly.  The tracking has updated since then and the customer should be receiving a call about scheduling the return appt.

• Initial Complaint

  Date:06/04/2025

  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.

  June 3, 2025 Technician ****, Problem started in 2021, brand new house and oven. Oven kept tripping the breaker. Went back and forth ASI blamed electrical, electricians made multiple visits completing tests and separating the breakers and everything *** requested and still no fix. Finally after MONTH of not being able to cook for my family, ASI replaced a sensor or something in the oven and FINALLY it was fixed. Fast forward to 2025 the oven started having the same issues. Called took time to get on the schedule. Technician came out and from the second walked in the door would not take the problem seriously. Set to 350 and didnt trip so he wouldnt do anything. I asked if he would let me set it to 400 and wait a few more minutes to see if it tripped and he refused. Walked out the door without so much as looking in the oven. I set it to 400 when he walked out the door and not 2 minutes later it tripped. Had zero interest in doing his job in any way. The company had records of all previous visits but not records of what part was replaced. Would not send another technician, wanted to give us a phone number to jump through yet more hoops and months before getting this fixed. **** technician was absolutely horrible. Do Not Recommend at all! Beware!

  Business Response

  Date: 06/05/2025

  This has been sent to whirlpool techline multiple times and they have advised the technician that any issues are not with the unit itself.  Will attach the notes from all 3 files for this issue.  Recommend calling Whirlpool customer service for any further resolution.

  7/12/22 20:17: ** there 7/12 TUE, 19:52 to 20:13, Checked unit and unit pre heats fine and after a while it would trip the breaker, I unplugged the microwave because it's on the same circuit and it would work for a little bit and would trip again, I went to get an extension cord and plug it in a different circuit and it worked fine, I called tech line and documented with them and they recommended each appliance  needs to be on it's own circuit, and unit is working as it's designed, and for customer to get an electrician to fix that circuit File# **********; 

  8/5/22 16:55: MY there 8/5 FRI, 16:49 to 16:54, Per customer, oven would reach pre heat temperature and when it came back on for 2nd time thats when it would trip breaker. I let oven reach 400 degrees per customer request and continue to look for signs of potential issue. The oven reached temperature and cut off 6 times without any tripping. Per customer, electrician had been out to separate MW and range to be in separate breakers. Documented with tech support. They added to existing SR#; 

  6/3/25 21:52: ** there 6/3 TUE, 21:16 to 21:51, Checked unit and everything was working as it's designed, no error codes in the memory the customer said in the beginning after preheat the second cycle  trip the breaker, and the unit cycled several times without tripping anything, she said I'm raise the temperature and it's going to do it, and nothing happened, so I called tech line to document it, tech line  was talking to me and so was  customer telling me that it's exactly what happened before we replaced a part, and the unit worked for two plus years and started doing it again and she wanted me to replace the same  part again, I tried to explain to her there were never a part replaced the customer didn't let me explain she said to do that  or something else, tech line was  giving me the file number and to refer the customer to contact customer service, so after everything the customer was still doing things to try to repeat the problem, changing different stories when it's tripping the breaker, and never  Repeating the issue and I was trying to give her the file number, and because she wanted  me to keep waiting and waiting, she screamed at me that what the #### a number is going to do for me and she kept talking to me like that , so I just refer her to customer service, and I document it to safety and the notes are going to be attached to the file we already have File#.  7741697023; 

• Initial Complaint

  Date:05/28/2025

  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.

  Date of transaction: 4/7/25 and 5/1/25 I paid them ****** The business committed to fixing my freezer.The nature of the dispute is that they never fixed freezer. The dispatcher did order a part that I paid for and came to install it. The part did not fix the issue and then he came back looked at the freezer again and then proceeded to suggest that I buy another refrigerator instead of making an effort to fix it.

  Business Response

  Date: 05/29/2025

  Notes on the ticket show the customer will think about moving forward with repair on further issues.  Attaching the verbiage from 3 visits to the home.

   Checked unit found ice buildup on freezer evaporator an fan not working ; ordrng  (Evap fan motor)

   Replace part waiting on unit to reach correct temperature in freezer section ;

  Checked unit freezer fan is working called tech line put unit into diagnostics was advised to do seal system repair customer advised he needs time to think about repair he will give ASI a call SR#**********

   

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The associate that came out never made the last recommendation. He said I have to put something on the notes here and Im just going to put that you will get back with us. The option to proceed with another remedy was never given. His best option once again was a recommendation to buy another fridge and not continue putting money into the current fridge. 
  Regards,
  
  Jose 
   
  

  Business Response

  Date: 05/30/2025

  All I can advise on at this time is what is in the notes on the file that was filled out on the last date of service 5/6/25.  Being the last visit was over 3 weeks ago the technician would not recall the conversation in the home.

  If you would like to proceed with repair please give the office a call at ************

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  Whirlpool, Inc. suggested I call them because my oven was not working. They sent out a young technician who did not know what to look for and watched the oven try to heat so without taking it apart, he said I needed a baking element. And I was charged for that. He brought it out a week later and took the oven apart, still not checking for what he should have checked for in the very beginning, and when the new baking element did not work, he said I needed a new broiler element. A few weeks later he came out and installed the broiler element and that did not work. I suggested maybe we should contact a technical person from Whirlpool. Within 5 minutes of calling them, the technician on the phone said there was a broken wire. Then the repair man says it will be $275 to install the new wire. I called Whirlpool and they told me they do not warranty parts. I called the company 3 times to try and speak with one of the owners/manager. They refuse to talk to me. I feel they should refund my money back because they did nothing to resolve this still broken oven.

  Business Response

  Date: 02/05/2025

  Office contacting customer for refund.

  Customer Answer

  Date: 02/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:01/09/2025

  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 called Whirlpool to schedule a service request twice. The ASI office called once I called back and they said the technician has left the area. He left the area and did not attempt to knock on the door. This company is scamming customers. They are not actually showing up to scheduled service request. I am reporting their business practices to Whirlpool and the FTC. This is absolutely ridiculous. People take time off from work to be home.

  Business Response

  Date: 01/09/2025

  Asi has to be able to confirm someone is available to meet technician on the day of service appointment.

• Initial Complaint

  Date:10/01/2024

  Type:Billing 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.

  ASI Appliance contacted me about an ongoing warranty service ticket and stated that the issue had been addressed and was deemed "working as designed" and that if they came out I would have to prepay for a service call due to this being a documented issue and they consider it resolved. I asked they they not proceed with that repair until I was able to discuss and inquired about the status of the 2nd service request. *** advised they were unaware. I then asked if I needed to contact the manufacture and was told they could add this second issue. Never was it communicated that any service charges would be required if they were unable to determine the issue on a new warranty item, however, later that day I received an email stating I owed them $162.32. I contacted *** and spoke with a supervisor and explained the issue, and I was told they would note the account they they will discontinue supporting any issues. I asked for clarification and was told they would not waive the charge, consider it unpaid, and will no longer support any manufacture warranty requests until paid. I asked for written proof of any communication and was told it was all verbal in the earlier phone call and the notice of the fee, even though communicated as preexisting determination, is the notice of the fee for new work. I communicated that any reasonable person would come to the same conclusion that if an *** representative stated 'as this was already determined working as designed, we will have to charge a service fee up front' and no service fee applied to a new warranty issue; however, the supervisor disagreed stating 'requesting we wave the fee over semantics', when in fact I am asking for the fee to be waived no previously communicated requirement and how it was stated on the phone call by an *** representative.

  Business Response

  Date: 10/02/2024

  Customer was advised that since unit has been checked and when consulted with techline that the unit is deemed normal operations per manufacturer and advised we can schedule another service call however if the same resulting determination of unit working as designed is the result that the customer would owe the service call fee out of warranty as this would not be covered by the manufacturer.  Technician went to home and performed multiple testing per whirlpools techline and again unit was deemed working as designed by manufacturer.  Customer stated that he wanted the service call fee waived after the service was ran and since the initial multiple trips were for a condensation in a location lower than he stated the condensation this visit the previous diagnostics do not apply.  The customer has been informed he does have an outstanding balance with *** and *** will not service this address further.

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  *** stated a service fee would be associated with the service for the door repair as it was an existing issue and considered resolved. They never stated it would be for the second repair request and have not provided any proof that a fee would be charged for a new service visit. I have requested they provide proof or waive the fee. They did verbally state the fee would apply to the existing repair and stated, because it is working as designed. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/02/2024

  And was retested and confirmed by whirlpool techline to be working as designed on return visit.

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  There are two separate issues that *** is trying to lump into a single already completed and working as designed issue. Complaint is not about the *** referenced door repair, but the new, never looked at ice maker issue. 
  

  *** only talked about the fee for the preexisting issue and used exact words to state fee is valid for known and resolved issues. Never discussed about new warranty issues. Have asked for proof as *** has communications and recorded voice calls, but no proof has ever been provided. 
  

  *** made a mistake on the phone call in how they worded their fee. Own the mistake, waive the fee, and be a good contractor for appliance repairs. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/03/2024

  all operations checked normal customer was advised if all operations check normal again and verified service call fee would be owed.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  ASI states, "... all operations checked normal customer was advised if all operations check normal again." If this was a new request for the ice maker, how could it be "again"? *** advised on door repair and not ice maker. Also have asked *** proof of any communications including fee structure, which they have not provided.
  

  Regards,
  
  
   
  

  Business Response

  Date: 10/07/2024

  unit was checked and all findings along with any additional tested advised by whirlpool techline found unit operations normal.  customer advised if we return and all testing confirms all operations normal which occured service call fee would be owed.

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Communication of charge was for preexisting ticket and not new ticket. Please send proof of conversation like you said you would. If proof shows I was in the wrong, then I will drop this and pay. If not, then please waive fee.
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/09/2024

  communication was for repeated complaint and deemed working as designed which was logged as such.

• Initial Complaint

  Date:05/30/2024

  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.

  We have an extended warranty that we paid for our refrigerator. They work with ASI Appliance. *** came to look at the fridge and the technician said multiple parts would need to be replaced, including several parts that were not covered under the warranty. It took a while to get the money together and move forward. When we called them to come, they said they would order the parts and set the appointment for a week after. A week came and went. It took three weeks before the technician came. He came to install the parts and couldnt finish because he didnt have all the parts. The technician finally came back and finished installing all the parts. However, the refrigerator still didnt work. He said that the refrigerator likely needed a new control board and that we would have to buy it. He said to call the company when we had the new part and they could install it for us. At this point we have paid for the service, they were paid by the insurance for the parts and labor, and we paid $535 for the control boards. We call *** to ask for them to return and help install the motherboard. They said that they dont have a record of servicing our home because we refused service. This is after 3 visits from technicians to our home. She said the only way a tech would come help us with the control boards is if we paid for them to come again. Now, our fridge still doesnt work, they are saying we refused service.

  Business Response

  Date: 05/31/2024

  Notes on ticket indicate that at the time of service call the seal system components were replaced and an electrical issue was verified at that time customer was quoted for further repair but declined to continue.  OY there 5/24 FRI, 23:34 to 23:55, after replacing compressor, filter drier, evap & inverter box unit was not turning on, went to manually test components in diagnostics and after some troubleshooting the main control board was not operating. Had to quote customer for additional parts but customer did not want to proceed with any future service. customer paid for labor and parts used on unit.;  office will be contacting customer to see if they wish to proceed now.

• Initial Complaint

  Date:05/22/2024

  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.

  We want to file a formal complaint on the worst service company we have ever experienced which is ASI Appliance, located at: ************************************* . We have lost so much time, money and having to take off of work on numerous occasions now to come home and wait around all day on these contractors who either show up late or without the right part. So then they have to reorder the correct part, it sets us back another additional 3 weeks each time, all while our groceries are melting and the meat is spoiling due to our new fridge not cooling properly. The fridge is hot inside. Then to make matters worse, they give us a date and a window of 10-1pm to service the fridge, Example on: 5/21/24 - they not only missed the window they gave us for service, they showed up an hour past the scheduled time! So disrespectful of our time. We are beyond frustrated not only with kitchen aid, whirlpool but the company they contract - ASI Appliance, to do any repairs correctly!! Weve been locked into a 6 month battle now just trying to get our brand new, expensive kitchen aid fridge we purchased back last Dec 2023 to even work properly!! No new fridge should have severe problems weeks after installation. Its Texas hot and we have kids to feed. Throwing out our groceries has now cost us hundreds almost thousands in a 6 month period! Within weeks it broke and we still have to pay monthly a very high bill for a broken fridge. Its now May 2024, 6 months later with still no resolution insight because they refuse to just give us a brand new fridge that is working and is functional. We are beyond disgusted by our service technician today. He was so unprofessional after making us wait around all morning and afternoon, I took off of work yet again, just for him to never show up. ASI Appliance is so unprofessional, inefficient and unprincipled with their service and policies.

  Business Response

  Date: 05/22/2024

  Techline with whirlpool has been contacted each time of service and recommended repairs suggested have been made each time.  I do apologize for repeat issue of the unit and for the missed time frame 05/21/24 the technician was still occupied with the service appointments before could get to your area. 

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I've spoken with a ******* supervisor last time this company was not providing the reasonable repair service to resolve our appliance malfunction issues. He promised it would be resolve on our next service appointment and now yesterday's incident occurred. This is totally unacceptable. 
  
  Regards,
  
  ******* *********
   
  

  Business Response

  Date: 05/23/2024

  Asi is always striving to get the customer a resolution as fast as possible.  Unfortunately unforeseen issues can happen throughout a day as unexpected delays.  This appointment was set up as customer was requesting a second opinion with another technician coming out with the part that was recommended by whirlpools techline.  Asi can in no way promise a definite resolution before completing a repair but again always strive to correct as soon as possible.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
   I was visited by a representative of ******************* at my house and was one hour late for his appointment. ****, an *** company supervisor at the customer service location didn't care to contact me back.  I am most upset and disappointed that I wasted a morning (and half a day's vacation) waiting for *** service employee to show up. My impression of That ************* has been tarnished.

  I trust this is not the way *********** wishes to conduct business with valued Whirlpool. customers.   
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/04/2024

  Asi tries to adhere to time frames given the morning of however extenuating circumstances do occur throughout the workday.  Extra time that previously scheduled traffic vehicle trouble etc.  The service was just after the time window given to the consumer however was visited and the recommended repair per techline was performed. 

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Unacceptable response and actions of business. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/12/2024

  Unsure of the actions requested. The service was completed 5/29/24 and have not received any further communication from the consumer into the office of *** since date of service of continued errors. This repair was covered by manufacturer and no compensation was accepted from the consumer.  

  Customer Answer

  Date: 06/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  ASI, never fixed the issue. The management and service was unacceptable in any call backs or responsibilities when we needed assistance. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/18/2024

  5/29 service was completed and no further communications from the consumer since completion.  If consumer is still experiencing issue please call into the office for further assistance.

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  service was unacceptable  and did not solve the issue 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 07/03/2024

  If the customer is still having an issue with the unit will need to call into the office and make a work order for *** to service the unit.  No contact has been made since the repair 5/29.  

• Initial Complaint

  Date:04/25/2024

  Type:Product 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 am writing to express my serious concerns and file a complaint against ASI Appliances regarding multiple unsatisfactory repair services performed at my property on April 23, 2024. This complaint highlights the technician's incompetence, unprofessional behavior, safety violations, and inaccurate billing.1. Technician Incompetence: The technician has failed to resolve the underlying issue in two separate appointments, suggesting different solutions each time. When confronted with these inconsistencies, the technician refused to acknowledge their mistakes or take responsibility.2. Unprofessional Behavior: During discussions about the ongoing issues, the technician behaved rudely and loudly, which is both unprofessional and distressing.3. Safety Concerns and Undocumented Incidents: A significant safety concern arose when the movement of wires during the repair caused a spark. This incident was not documented, nor were any potential damages assessed, which is unacceptable from a safety perspective.4. Inaccurate Documentation and Billing: The provided invoice and technicians report failed to accurately reflect the scope of issues encountered during the service, including both the initial problems and the spark incident. This lack of transparency is misleading and complicates my ability to ensure all issues are properly addressed.Given these points, I request:An amended invoice detailing all observed issues, including those initially assessed and the spark incident.Photographic evidence of any damage resulting from the spark, if observed.These steps are crucial for ensuring that all necessary repairs are acknowledged and addressed. I expect a prompt and thorough response from ASI Appliances to resolve these issues satisfactorily and uphold their duty of care.

  Business Response

  Date: 04/26/2024

  To follow are the technicians notes from service call the issue with harness is noted and customer was made aware previously of potential further repairs.

   

  4/23/24 19:44: MY there 4/23 TUE, 19:36 to 19:42, Inspected lower harness and found burner marks, signs of a short Customer stated he had moved wires down there to get drain pump to come on. Did not notice anything wrong until I had already replaced customer own parts drain *************** that the control board had been affected as well Reset all codes and ran diagnostics. Unit fills and drains at the same time, signs that the control board was damaged. Advised customer of findings and that he would need to pay for labor of parts already installed and i would provide quote for control board. Customer refused to pay even after he was aware of procedure and risk of potential further repairs ; Job Cmpltd, O-emld tckt

   

  Customer Answer

  Date: 04/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Following concern are still not fixed or responded by ASI appliance team.

  Evidence of a Short and ************* Damage:
  There was no physical evidence provided to me during or after either service to show signs of a short or damage to the control board. Moreover, no fault was indicated in the machine diagnostics that would confirm such damage.
  
  Effectiveness of ****************
  The first service did not resolve the issue with the washer. I acted on the technician's recommendation to replace the drain pump and harness, yet the problem persisted, which suggests that the initial diagnosis may have been incomplete or incorrect. Report from first visit is also provided previously.
  
  Misleading Statements Regarding Short:
  I believe the statements about discovering a short during the technician's inspection are misleading. It is implied that the short was pre-existing, but it was not discussed or evidenced before the technicians intervention.
  
  Recommendation Sequence:
  The control board replacement was suggested only after the technician's initial recommendation did not fix the issue, contrary to what might be expected from a thorough initial diagnosis.

   
  
  Regards,
  Moin
  
   

  
  

  Business Response

  Date: 05/01/2024

  The evidence of the control malfunction is the mcu sending voltage to the drain pump assy and the inlet valve at the same time during the entire time they are energized confirming the control malfunction.  Upon further inspection from the unit exhibiting further issues than originally observed is when the damage to the harness was found and the revised diagnosis was given.  

  Customer Answer

  Date: 05/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response from ASI fails to address or resolve the core issues. It offers a general statement that lacks any supporting evidence and does not align with the original recommendations made by the technician. Additionally, the second report contains falsified statements regarding burn marks, which need to be corrected. I request a resolution in the form of reimbursement for the first appointment, compensating for the negligence, substandard service, and incorrect recommendations that have not only wasted my time but also caused unnecessary distress and anxiety.
  
  Regards,
  Moin
  
   
  

• Initial Complaint

  Date:04/16/2024

  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.

  *** has failed to repair our washer promptly. They delay repairs, and they are not truthful about when parts arrive. We have bern told multiple stories about scheduling. ***** this company!

  Business Response

  Date: 04/16/2024

  First service call 4/2 capacitor was ordered as no voltage being able to pass through.  Return visit 4/8 with component part replaced and verified latch control and pump failure ordered more components since now can verify further failure. Return visit 4/16 with components replaced and retested.  Contacted Whirlpool techline since failure still occurring and was advised new pump that was installed is defective and would need to reorder service report #********** and *** refused any further repair.  Asi appliance has not collected any money from the customer and can not refund purchase price as we are the repair company not a selling dealer.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

   

  ASI's response does not address several issues, primarily delays in getting parts and not being honest about what they tell customers.

  First, ASI failed to address the delay in scheduling a technician to assess the washer.  The washer broke in March, and we had to wait one week before someone came to repair the washer.  Then, ASI kept giving us different times for when the parts would arrive.  ASI said they would contact us, but we had to contact them to get any information about parts. 

  The last time we tried to get information about parts and scheduling the technician to come out (which was April 15), two people (******* and ****) told us different stories. One story was that the parts would not arrive until April 16, so they could schedule us on April 17.  On Monday, April 15, I called to check on the status of the parts. I was told the parts arrived. I asked if the technician could come out that day or Tuesday. i was told, "No." Someone told me only two parts arrived and we were waiting on a third part--I was told that the pump was delayed.  That was not what the first ****** told me; we understood all the parts were there.  **** told me we could be on a waiting list if something opened up on April 16. That was the last we heard about anything. Then, suddenly, around 7:45 a.m. on April 16, *******, the ASI technician, called to say he was coming. No one from *** confirmed that we would be scheduled that day, and we were confused, since we were told the pump wouldn't be there.  Plus, my mother had an appointment that morning.  Since we really wanted the washer fixed, I cancelled my mother's appointment. 

  When ******* was working on draining the washer, he threatened to walk out on the job; that was after he flooded our floor and asked me for a bucket and towels. He didn't even clean up the wet floor completely. There was a lot of water left on the floor after he left. My father uses a ******, and he was having a hard time on the wet floor. When I asked ******* why he didn't drain the washer three weeks ago, he said he couldn'*. ******* said he tells customers to drain the washer.  ******* does not consider draining the broken washer as repair?  

  ******* said that the new pump we received was bad, and he needed to order a new one. How strange it was, then, to see that *** told Whirlpool that we also needed a wire harness. ******* never mentioned that.  

  I told ******* I would call Whirlpool; we did not want any more repairs from ***. We want a refund from Whirlpool, and I asked ******* to declare the washer as unrepairable.  He said he couldn't do that. 

  Today, my father received an email from ASI.  How odd that the email was a survey addressed to ****** A. ****.  Who is that?  ASI is very unprofessional, unorganized, and unethical. 

  No one should have to wait weeks for a washer to be repaired. Clearly, ASI does not care.

  
  [Provide details of why you are not satisfied with this resolution.].
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/19/2024

  As far as the initial schedule date Asi Is always trying to increase the initial response time and has by multiple days in last 6 months. The back and forth with the return service date was the multiple calls into the office and part department trying to get service completed sooner for the customer. When the new pump shown not to operate then techline was called to see if any other components could cause this failure and was verified the new pump was inoperable.  The name the survey was sent to is the information that whirlpool has dispatched to us we do not change alter unless advised by the customer.  The Whirlpool techline is the only authorized way for a unit to be deemed unrepairable Asi can not log it as non-repairable to be able to get customer a replacement. 

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   Hello,
  
  We are getting a new washer installed now. We just discovered that  *******, the ASI technician, left parts of the washer inside the washer with our clothes. Also, he did not seal the back of the washer. I will send photos of that, too. We believe we are owed compensation for the new flood that was created, as well as for the items that were in the washer. There may be sharp parts in them, too. 
  
  
  ***** ****
  
  

  Business Response

  Date: 04/22/2024

  Asi was advised to stop repair and not to complete the repair by the customer. The unit was not repaired and should not have been used in any fashion customer was fully aware of this since they were the one that advised to stop the repair and not to complete.

  Customer Answer

  Date: 04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  We did stop the repairs; we had no confidence in ASI. However, that does not address the problem. *** left a dangerous situation by leaving sharp metal parts in the machine, leaving the back of the washer unattached, and, later, I found two bolts from the washer sitting on our shelving unit.  However, leaving a floor wet with disabled people in the home and sharp parts in the machine and on shelves is unacceptable. I believe *** should compensate us for the expenses we incurred (disposable clothes and going to the cleaners) since we had to wait almost a month for repairs, which did not happen. 

  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/25/2024

  When *** was told that repairs need to stop and no further actions are to be taken ASI has to stop.  On the wet flooring changing the drain pump that was deemed to be a new part that was defective water in the system is always present and was wiped up but the flooring will stay wet for some time after before being completely dry.  As far as the time involved ASI does not have control of the time it takes to receive parts ordered.  ASI does not compensate for full cycled time of repairs if you would like you would be able to call whirlpool and see if any compensation is able to be provided by the manufacturer as *** is a service company not a manufacturer or selling dealer.