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:04/04/2025

  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.

  Dates: March 27 and April 3.I paid $100 to American Home Shield (home warranty), which in turn sent an Axis technician to diagnose/fix my refrigerator (the freezer wasn't cooling).March 27, a techician indicated the refrigerator needed a defrost timer, which he didn't bring and reported to AHS that the case was solved. I had to contact *** to get the tech to return, with the timer. On April 3, the technician and replaced the timer (I think). But, then, everything stopped working (while he was there). He again indicated to *** that the 'problem was solved'; yet, its worse than before--my entire refrigerator is not working. The business has not tried to solve with problem with any sort of real expertise. At no time did the technician check the fan motor or compressor (or much of anything). Whatever the tech did made the problem (whatever it is) worse. I want an expert to return to initiate the process of a new refrigerator.

  Business Response

  Date: 05/01/2025

  Sorry you had bad experience with our company.  I attached a picture of your evaporator.  It is frozen.  That means compressor is working but fans would do no good since air can't pass through it. Your refrigerator is designed to defrost on it's own.  That issue is controlled by a defrost timer. That's why our technician replaced defrost timer.   This part was ordered from certified part distributer.  Unfortunately it came defective. We reordered it and replaced it again.  If you still have issues with it please let us know.

  Thanks

  Customer Answer

  Date: 05/08/2025

  I have reviewed the business response and accept this resolution. 

  But, just to inform, I'm not sure if the first defroster installed was new. However, the main problem centered on time loss. The technician closed the case each time he visited (without verifying if the fridge worked); which necessitated me reopening the case with AHS (and having to wait for the technician to be recalled). Otherwise, the problem would never have gotten fixed. 

• Initial Complaint

  Date:03/04/2025

  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.

  Company was hired from *** to fix my washing machine. They sent same tech out 3 times to fix it with 2 different parts ordered. I asked to speak to a manager and was told they would call. They did not. On this last time I asked to speak to a manger while the tech was here and was told no that rules do not allow it. I cannot get anybody to call me back and have now gone a month with no washing machine.

  Business Response

  Date: 03/11/2025

  I am sorry you had a horrible experience with Axis appliance repair.  We followed technical guidance on how to fix it and every part was a special order.  Unfortunately control board required programming that only factory authorized dealer can do.  That was a very unfortunate case.  I feel like we let you down even though we did what we could.

  Please accept my apologies on behalf of Axis.

  Customer Answer

  Date: 03/11/2025

  I do not expect anything from this company other than a record of their business dealings on BBB. They have cancelled my request and turned it back to the home warranty company thus delaying my repair further. I want it on record that they refused to call me and refused to have a sr **** help their jr **** (his words) while at my house. 

• Initial Complaint

  Date:12/17/2024

  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.

  Axis Appliance Repair to show up, we had waterdamage on my wood floor. When I called American Home Shield everyday but they did not show up. 05/24/24 - I requested for refrigerator fix. 05/27/24 - Axis Appliance Repair tech came in and assess and order the parts. He told me there will be no water leak until he comes back. 05/28/24 - Water leaksand my wood floor gets wet 05/28/24 - Call Axis Appliance Repair to fix the water leak but no response 05/30/24 - Call AHS for assistance to ask Axis Application Repair tocome and fix the leak and continents to call *** for help. 05/28/24 to 06/07/24 - My wooden floor is damaged. 06/07/24 - Axis Appliance Repair came in and fix the leak and refrigerator but we have water damage on the wood floor around refrigerator.

  Business Response

  Date: 01/02/2025

  Sorry you did not have a good experience with our company.  I am surprised to read this complaint since our technicians are trained to shot off water or they would advise you on what steps to take to stop water from causing secondary damages.  Never the less for cases like yours technicians have liability insurance that would take care of stuff like this.  We will have to schedule technician out to inspect the damages so he could open a claim providing information of what happened and pictures.  Adjuster will follow up with you shortly after that.

  Thanks for letting us know it happened.  Sorry for all inconveniences it brought along.

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

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

  Customer Answer

  Date: 03/19/2025

  Subcontractor to show up late, we had water damage on my wood floor. When I called American Home Shield everyday but they did not show up. 05/24/24 - I requested for refrigerator fix. 05/27/24 - Axis Application Repair tech came in and assess and order the parts. He told me there will be no water leak until he comes back. 05/28/24 - Water leaks and my wood floor gets wet 05/28/24 - Call Axis Application Repair to fix the water leak but no response 05/30/24 - Call AHS for assistance to ask Axis Application Repair to come and fix the leak and continents to call AHS for help. 05/28/24 to 06/07/24 - My wooden floor is damaged. 06/07/24 - Axis Application Repair came in and fix the leak and refrigerator

  
  

  Business Response

  Date: 04/01/2025

  I was under the impression that the technician that was at your home already opened the claim or reached some sort of agreement.  Apparently not.  I explained to him that it is very important that he opens the claim and 3rd party performs the investigation.  It is work in progress.

• Initial Complaint

  Date:12/04/2024

  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 have a dead refrigerator that Axis Appliances is dragging out repair with no care about how long I have now been and will be without a refrigerator. The original call regarding my refrigerator needing repair was on November 17, 2024. I called my ********************* who referred me to Axis Appliances. A ********** from Axis Appliances set up an appointment on November 20, 2024 to look at refrigerator. He stated what was wrong and that he needed to order 2 parts. These parts would take 7-10 business days to arrive. I received a text that they had arrived on November 29, 2024 and a ********** was scheduled to fix refrigerator on December 3, 2024. The second ********** examined refrigerator and said that original ********** was wrong and it really needed a new mother board. I informed him that the mother board had been replaced only a year before and they should last a lot longer that 1 year. He really had no reply, just that it needed a new mother board. I talked to him about it beginning to constantly break down since it was 19 year old but he said that as long as they could order parts to repair it, they would not suggest a new appliance to the *********************. I was informed today that the part is scheduled to arrive on December 10, 2024 and then I will be set up with a date for a ********** to repair my refrigerator. At that point, I will have been without a refrigerator for nearly a month. I have asked twice now to speak to a manager at Axis Appliances and the only answer I can get from the receptionist is that she will ask him to call me. I have never received a call. Their website states wonderful and quick service- a lie evidently. I am a very unhappy customer that has been getting the run around!

  Business Response

  Date: 12/14/2024

  Sorry you had a bad experience with us.  American Home Shield as the home warranty that hired us to fix your refrigerator has step by step rules that we agreed to follow.  Their rule is to fix what is fixable regardless of it's age.  Unfortunately in your case it was hard to determine what the problem was since unit was irresponsive.  We had to involve a specialist.  The part was a special order item.  As soon as it arrived we called to schedule an appointment. I believe it is fixed now.

  Sorry for the delay.

  Happy Holidays

• Initial Complaint

  Date:07/19/2024

  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 have a home warranty through American Home shield. Our refrigerator went out so I put in a request to get it fixed through the warranty company. They assigned me axis control. **** came over diagnosed they couldnt fix it. Stated they would schedule to come back and fix it when the part was ordered. Never heard back from them until I called them a week later and left them a message. They called me the next day and scheduled an appointment for the next day. They came out and still couldnt fix it. Stated they would call to reschedule and get it fixed. Have yet to hear from them over two weeks later. I contacted American home shield who contacted Axis appliance, and was told that management would expedite my repair and I would receive a call that day to schedule an appointment. Still have not heard from Axis Appliance. My fridge has been broken for a month and almost 2 weeks now and I have not heard from this company in over two weeks. Lack of communication is ridiculous

  Business Response

  Date: 08/02/2024

  Sorry it took many visits and long time.  Your refrigerator is having a unique issue.  From all the research we have done two parts that diagnostic pointed to we replaced.  Unit still doesn't work.  I will Ask American Home Shield to send you a Frigidaire specialist that hopefully figure out why your refrigerator is not cooling.

  Sorry again

• Initial Complaint

  Date:06/14/2024

  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 a contract with American Home Shield (AHS). Our contract stipulates that a service provider must provide a work order/diagnosis within 24 hours to 48 hours from their initial visit to our home. In this case, AHS sent AXIS to repair our stove and washing machine on 6/4. The AXIS technician, ****, determined parts needed to be ordered. Therefore, a work order/ diagnosis for both appliances should've been turned in to AHS by 6/6. However, AXIS has failed to provide AHS with a work order/diagnosis for both our stove and washing machine. My husband and I have requested to speak to a manager at AXIS since 6/6 (weve never received a call back). ** at AHSs escalation team spoke to ***** and **** at *** to find out why they were not submitting their work order/diagnosis and was assured both work orders/diagnoses would be turned in by 6/11. If AXIS does not provide AHS with a work order/diagnosis, then we, the client, cannot choose how to proceed. We cannot choose a cash-out instead of a repair. Today 6/14, ***** at AXIS has stated that the parts were ordered for our stove and that they are delayed until 6/21. This is unfortunate because per AHS, we can no longer choose a cash-out after a part has already been ordered. So AXIS has circumvented our choice. If they sent in the work order/ diagnosis, we could have chosen between a repair or a cash-out. Their refusal to submit a work order means we now need to be without a usable stove until, best case scenario- *****, the week of 6/24. Their failure to honor our AHS contract is costing us hundreds of dollars because we cannot cook on our stove. ***** also stated today 6/14, that they have NOT found or ordered parts for our washing machine. Therefore, we still have the opportunity to choose a cash-out IF and this is important IF AXIS provides AHS with their work order or diagnosis. Which they have refused to do since 6/6. We are asking, yet again, AXIS to send in the work order/ diagnosis.

  Business Response

  Date: 06/25/2024

  Sorry for the delay. All reports are in. Parts for washer and range both were on special order.  Range parts are returnable and you are more than welcome to accept a cashout in lieu of replacement of convection fan motor and heater.  

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This involves a vendor, AXIS Appliances (AA) used by American Home Shield (AHS) to perform appliance repair. I contacted AHS because the icemaker on my ** refrigerator had several problems. *** assigned the service call to AA who arrived on 3/28. The tech didn't wash his hands or wear gloves and barehanded the inside of the ** in numerous places. The tech did not speak english but we used the translator on our smart phones to communicate. The tech did not seem to be aware of the problem and I explained it to him several times. He said it needed a new part and they would order it. AA showed up today with a replacement sensor but the tech didn't know where it was located in the **. He washed his hands and wore gloves though. I had to remove all drawers, shelves, and food inside the ** while the tech tried to determine where the sensor was located. He couldn't find it in the refrigerator compartment nor could he find it in the freezer compartment. Despite talking to AXIS he couldn't determine where to located the sensor and replace it. I was not notified that the food would need to be removed and there is approximately $200+ worth of food that was thawed or partially thawed. I have no problems with the tech. he was friendly and tried his best to diagnose and fix the problem, but had not been properly trained. I contacted the owner of AA who stated he'd told the tech how to fix it and showed him a videotape. I told him about the gloves and about the thawed food and he said there was nothing wrong with it. I told him I would be filing a complaint with the BBB and he said he would contact AHS and have them send a different vendor to fix the problem. I asked him again if they were going to compensate me for the food and he said throw it back in the freezer and use it then hung up the phone abruptly. The problem is they sent an untrained tech to diagnose and fix the problem, which is not the fault of the tech - the company should have trained the tech better.

  Business Response

  Date: 04/24/2024

  Not sure why tech decided to check fresh food section despite getting step by step installation instructions.  Sorry you did not have a good experience with us.

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service 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.

  American Home Shield send this company out to fix our fridge. They had to order a part which they said takes 3-5 business days. A WEEK later a technician comes out with NO PART. Said "oh we never ordered it." Even though my husband called 4 business days after the first tech can out and the RUDEST customer service girl told him it takes 3-5 business days. My husband asked if she had a tracking number and could maybe give him an ETA. She said no. Well we know why ... the PART WAS NEVER ORDERED! Here we are 2 weeks later with no working fridge. I called, spoke to *****, asked for a Manager and NO ONE would allow me or my husband to talk to a Manager. WTF, who the h*** runs such a shady business where you aren't allowed to talk to a manager? Is there ever a Service Manager who looks over the orders to ensure customer service? I don't even know why I'm asking clearly there isn't and if the "owner" is doing it all, then get HELP cause your ******************* service is the worst in ***!

  Business Response

  Date: 04/24/2024

  Sorry you did not have a good experience with our company.  Unfortunately when it comes to complicated repairs much research and authorizations required.  In your case we had to send specialist to verify all parts that are needed to complete the project so insurance could decide to repair or replace.  To complicate things you have partial parts under factory warranty and labor covered by insurance.  In your case, to get compressor only home owner can contact factory so parts would be supplied.  We are still waiting on that compressor.  As soon as we get parts we will call to schedule the repair.  Sorry again.

• Initial Complaint

  Date:02/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were assigned ************** through American Home Shield home warranty claim.**** was unable to troubleshoot and repair the problem. (Frustratingly enough, I WAS able to do both). ************** DID send out tech on multiple occasions and Axis was unable to resolve or repair the issues. After the 3rd visit, and leaving; saying they don't know how to fix it, I stepped in and both troubleshooted and successfully repaired what this ************** ******* could not. ...Thank-you "**********************" ******************************* and YouTube!Supporting Notes and Summary attached.

  Business Response

  Date: 03/11/2024

  Sorry you did not have a good experience with us.  I am glad you were able to figure it out.

• Initial Complaint

  Date:08/11/2023

  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 is by far the worst company I have ever dealt with and only because they are abusers of the American Home Shield program. They complained because my oven was too old, they come in their personal cars and don't have the right equipment, they are lazy and some of the worst customer service I have ever seen. The newest one, again a AHS, said that a dryer working on the same electrical outlet is the problem on why it is now not heating. So they have pushed back to AHS I need an electrician. So AHS can't do anything until a report is made which they can't seem to complete. I do not think I have ever seen such an incompetent company EVER. I wonder, based on reviews, if they have any customers or just scam from the home warranty groups.

  Business Response

  Date: 08/29/2023

  I must admit that it is never a pleasure to hear customers being severely dissatisfied with services you company has to offer.  I, as an owner of Axis, train all people that work with me and for me to concentrate on the customer's satisfaction.  I am sorry we could not perform service to yours. Your oven is 40+ years old.  Parts for it are only available in used and or refurbished form.  You needed all major components.  Instead of torturing you with attempts to repair it and make money I surrendered all expenses and told your insurance to invest into getting you a brand new oven that would serve you for years to come without issues.  If I was a scammer I would be milking your insurance for entire allowable that you have.

  Same with dryer.  We did not try to pretend to be fixing a unit that did not need fixing.  You needed an electrician.  We made report on your behalf so to prevent insurance charging you an additional deductible. Sorry that process had to take few days but we did what we could trying to help and save you money.

  Sorry you don't see it that way.  Fair well

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

  Axis Appliance Repair, Inc.

  Owner and CEO