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:06/01/2023

  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 contacted Same Day Appliances repair in January regarding a stove repair at my residence. They sent a technician who misdiagnosed the problem and told us that we need to get the repair done on our own and or contact him outside of this company. Because I had already paid the $89 diagnostic fee, I contacted the company back who told us they fired that technician. At this point, I had already purchased the parts that the first technician told us. They sent another technician after several calls and escalation to not pay the diagnostic fee again and after multiple scheduled times and multiple no-shows from the technician to newly diagnose the problem. It was a completely different diagnosis than the first technician so I had to return the two parts that I had purchased and pay the return shipping and restocking fee. The new technician diagnosed the problem at the end of February. He said they have a part that they need to replace and will be back in 2 days. When called to follow up, they’ve said they need to order the part. I have contacted them several times (weekly!) since then, with no resolution. They cannot give me the part order number nor tell me any status. I contacted them on May 24 to learn that the part came in, and the technician would be scheduled to come over and fix it. The technician did not show per schedule on 5/31 and upon multiple follow ups in the day detection showed at 8pm with no parts and provided the same diagnosis that he had already shared in Feb. I am unable to speak to a manager and escalate this problem.

  Business Response

  Date: 07/10/2023

  Dear Friends at BBB, we apologize for our company’s delay in response to Ms. ****** claims and request for a refund.
  We see that Ms. **** filed this complaint a day before she knew her tenant was scheduled for service, after we spoke directly with Ms. **** about waiving hundreds of dollars in labor for the inconvenience she experienced with a technician who is no longer affiliated with our company.
  Throughout the entire process of working with Ms. ****, it was more and more evident with every conversation that she was purposefully being difficult so that she could justify some “claims” to not be able to pay for parts cost for the repairs to her tenant’s cooktop.
  Each time we needed to discuss a timeframe, we did so with the tenant as Ms. **** was never present at times of service. 
  
  Even times we arrived to meet with the tenant and even when repairs were made complete, Ms. **** will call outside of office hours, with an angry tone claiming we had never arrived, even though repairs were made complete hours before her calling.
  It seemed Ms. **** wanted a reason to have a problem so that she didn’t have to pay for the pricey parts her tenant’s cooktop needed.
  Even after completing repairs, sending her photos of parts changed out and several payment links and calls for Ms. **** to pay her balance, she made a point to have us wait days for her to make the payment.
  We will not refund Ms. **** anything, we do not owe her anything and did all we could to make up for the last tech’s misdiagnosis (waiving hundreds of dollars in labor fees).
  We will also reserve the right to not service Ms. **** or any of her properties in the future, as she managed to belittle all of our call center staff and managers for “reasons” that had no basis.
  Her biggest issue was never communicating with her tenant before calling in to belittle our staff as we all were by her anytime we had to take her call.
  Attached invoice shows the completed repairs, zero labor charged and Ms. ****** payment, days later at her convenience at 10:40pm at night.
  Thank you all for your time.

• Initial Complaint

  Date:08/18/2022

  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.

  We have technician by name Sam come on 5/24/2022 and he said he will order parts which are under warranty which will arrive in 2 weeks and I have been contacting the firm since mid June and they keep giving reasons that they are unable to contact Sam for the parts and he is the only person who can order parts. Dates and people I talked to in July Agent in office karina on 7/22/2022
  Agent in office venessa on 7/26/2022
  Called on 7/30/2022 and she said Supervisor Carica will call and I never received any call back since June. I doubt the company got the parts and sold it to another client. As a resolution i should not be charged anything for the replacement service for waiting this long the parts are anyway free as part of warranty.

  Business Response

  Date: 09/17/2022

  Good Afternoon BBB, please accept our apologies for the delayed response, however, we have been working diligently towards resolving this issue for Mr. *******.

  After speaking with Mr. ******* and explaining to him the correct process for getting LG Parts Covered under LG's Manufacturer's Warranty at no charge to him (as his warranty is not through our company, but directly through LG), he understood that it is the LG Customer who is supposed to request the Letter of Authorization for LG to send Our Company the parts needed to complete service.

  Although we hold a temporary account with LG, we are in no way, shape or form affiliated with LG, nor are we service providers for LG.

  After providing Mr. ******* with all of the information needed to request parts, he made us aware that he was unable to get anyone on the line to make this request.

  After spending nearly an hour on the line with LG and about 5 days for a response from them, we were able to get LG to cover all parts needed for Mr. *******'s repair.

  As explained to Mr. *******, we have a High School Internship program where we allow Highschool Students to work in our office for the summer so that we can help improve their social skills by assisting customers by phone in our call center.

  The names and times he has listed when he called and requested assistance, coordinates with the time we were training and allowing these interns to work in our office.

  We apologized for the inconvenience but did explain that LG was to take responsibility for the parts they cover under warranty.

  We have been fair, upfront and honest with Mr. ******* through all transactions, starting with the first day we serviced him. He was explained that his sealed system had a leak and the best thing to do was to replace the evaporator  and condenser coils to eliminate the leak.

  Mr. ******* requested we solely recharge freon to the unit, understanding it would leak out again and that we provided no warranty to recharge freon to which he understood and accepted as recharging the system was the cheapest and quickest resolution at the moment.

  1st recharge of freon was November 08th of 2021.

  On May 24th, 2022, The *******'s called back explaining that they would like for our technician Sam to go back out to their home to, once again, recharge freon, as they were having a party and wanted to make sure their food wouldn't spoil for their guests.

  We again, recharged freon for the *******'s with no warranty as we explained it would leak out again due to the leak in the coils.

  Mr. ******* states that our technician was to order the parts, however, as explained, it is the customer's responsibility to get with the manufacturer they purchased their refrigerator from and request the Letter of Authorization for the parts.  

  All in all, we have apologized to Mr. ******* for the confusion and frustration, we took the time to order his parts for him with LG, we are expecting them in this coming week and will get him fixed up just as soon as his parts arrive at no charge.

  Mr. ******* has agreed to remove his complaint however, as this matter is time sensitive and our accreditation is at risk, we wanted to bring clarity and understanding to this situation with you all. 

  We maintain our character and reputation as being a serious and honest company, however, we are human and this was a complete human error on all accounts that we have taken responsibility and apologized for and are working towards resolving. 

  Thank you all for your time and assistance with this matter and your patience as we have been working to make this right for Mr. ******* and his family.

  Blessings!

  Same Day Appliance Repair Houston

   

  Customer Answer

  Date: 09/21/2022

  [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.