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:06/03/2025

  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.

  Choice Home Warranty sent out Prompt to service our leaking fridge. ****** the technician was here, and told us that the unit is unrepairable as it was leaking Freon from the compressor and leaking. They didnt submit the diagnosis in a timely fashion so when I called Choice, they said it shows unrepairable but not diagnosis was submitted so they reached out to these dirtbags and asked for them to upload the diagnosis paperwork and photos. They didnt. They posted a ridiculous response saying we NEVER said it was unrepairable and its fixed not one mention of the Freon leak, the water leak, or the fact that their Tech said it was not repairable. The person that responded to Choice is a scumbag liar. I want the photos, and the paperwork ****** completed immediately, and I want the proper diagnosis sent to Choice Home Warranty.

  Business Response

  Date: 06/24/2025

  We received a claim from the home warranty company. The issue with the customer's appliance was that it was leaking water. Our technician came and diagnosed the unit. A clogged drain line caused the problem, and the technician cleaned the drain line in approximately an hour. And fixed the issue. During the diagnosis, when the tech pulled out the unit, the customer noticed that on the compressor tube, there was some green substance, which is entirely normal and common to see on Refrigerators. After the service, the technician informed the customer of the issue with the unit and explained that the green substance was not a Freon leak, as it would have appeared differently and exhibited other symptoms. The customer stated that since the Refrigerator is 8 years old, he would like the home warranty to provide him with a new unit. The issue for which the claim was opened has been resolved, and no other problems were identified in the appliance; all relevant information has been provided to the home warranty. After a few days, the customer reached out to the home warranty and requested that we be sent out again because he suspects his unit has a Freon leak. Even though there are no symptoms in the appliance that would indicate a Freon leak, we informed the customer that Freon leaks are fixable. When the technician came for the second time to diagnose the unit again, ensuring the customer that there was no freon leak and that the appliance was functioning correctly. The customer began acting aggressively, using offensive and abusive language, and making other unsafe gestures, which forced the tech to call the police. We apologize for this situation and hold our reputation in high regard. We provide honest diagnostics to the home warranty and aren't willing to lie in order for the customer to get a new unit.

• Initial Complaint

  Date:10/15/2024

  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.

  My clothes washer developed an issue where the drum was loose/rocking in the body of the machine, causing it to make loud noises and failing to spin, clearly an issue. My home warranty company tasked Prompt Appliance Repair with the repair. They have had a technician here five times over the past three months and have yet to fix it or to accurately report an issue to my warranty. 1st visit: Re-leveled the feet of the washer, didnt look inside, and said it was fixed 2nd: Watched my video of the failure, took a picture of the washer, said they needed to order a part and left. 3rd: Finally opened it. Replaced the shock absorbers which he had ordered. I asked to run the washer to verify the problem was resolved and after it turned a single time, he said it was fixed and left.4th: Came in, watched a ******* video on how to make the washer display error codes. It told him the Spider Arm had failed. He said hed need to order it and left.After three weeks of hearing nothing, I reached out to the home warranty company who sent a request to Prompt Appliance repair for info. They claimed the part was unavailable and then when the warranty company asked them to fill out that form, they claimed the issue was resolved. 5th visit: This time they sent their master technician. He opened the dryer, looked at it, and confirmed immediately it was the spider arm and that the issue was obvious and shouldve been fixed from the first visit and he would fill out the report for the warranty.A couple days later, at HWAs request, Prompt claimed the part was unavailable but they were working on it. A couple weeks later and they have now told the warranty company there is a new unrelated issue with no additional info. Through all of this, they have ignored my calls, voicemails, and texts, canceled/rescheduled multiple times and only respond when the home warranty steps in. All I want is for them to fill out an accurate diagnosis report so this can be resolved.

  Business Response

  Date: 10/16/2024

  The technician conducted the initial diagnostic visit on 07/24, during which the washer was adjusted. On 08/06, the technician returned for a recall and identified an issue with the shock absorbers. After receiving authorization from the home warranty company, the necessary parts were ordered. On 08/21, the technician replaced the shock absorbers, but the issue with the washer persisted. Upon further inspection, the technician found that the spinner support and spin basket were faulty. However, these parts had been discontinued. We promptly communicated this information to the warranty company, who requested a reinspection. On 10/02, the technician confirmed that the required parts to complete the repair are no longer in production, and this update was provided to the warranty company. We are now awaiting the warranty company's decision regarding the resolution of the repair.

  Business Response

  Date: 10/16/2024

  UPDATE on 10.16  the Home Warranty company offered a replacement ,so it means they will replace the whole unit for the customer. the claim is closed.

  Customer Answer

  Date: 10/18/2024

  I have reviewed the business’ response and accept this
  resolution. 
  

  After your fifth visit, the warranty company did inaccurately tell me that you had reported a new issue. I followed up with them and as you have indicated, you did submit a report to them after your 10/02 visit. They have closed the claim and offered to replace our washer. Thank you for your help in resolving the matter. 

• Initial Complaint

  Date:07/09/2024

  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.

  Appliance repair for my dryer. It wasn't getting hot. They came and replaced heating unit, after the dryer started getting hotter and hotter that I couldn't even touch clothes, it didn't cool down. Afraid of a fire. They refused to call back then said it was beyond 30 days. Refuse to come back unless I pay again.Prompt ************ LLC **************

  Business Response

  Date: 07/10/2024

  THIS IS THE MESSAGE FOR THE COMPANY IN **************!    OUR COMPANY IS LOCATED IN ***** AND WE WORK ONLY IN ******!     THE CUSTOMER LEFT A MESSAGE FOR A WRONG BUSINESS!

  Customer Answer

  Date: 07/10/2024

  I am rejecting this response because:   this company is in *****, SC not *****

  Business Response

  Date: 07/10/2024

  Please double-check our information! We are a company from *******, *****! this is a message and review for nother company!  we received it by mistake!

• Initial Complaint

  Date:04/03/2024

  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.

  This is supposed to be an appliance repair company, but it is clear they have no organization as a business or knowledge in appliance repair to be in business. My home warranty assigned them to come fix my refrigerator. They claimed they tried ordering the part but it was on backorder so they couldn't do anything. I called the manufacturer directly and confirmed the part was not on back order. The home warranty gave them the green light to place the order. I continued to follow up with them for some sort of ETA but prompt appliance could give me no updates! I finally called the company they claimed to order the part through and come to find out THEY NEVER PLACED THE ****** it wasnt until i caught them in their lie that they finally placed the order! Now the part finally came in that we waited 2 MONTHS for! the repair guy that came was a contract worker for them and had no clue what he was coming out to fix. Had no notes on why he was coming to my house... he then said the part that they ordered wasn't even what was wrong with the fridge and its an entirely different part! Now this is 2 people on behalf of this company that have come out and said 2 completely different things. I try to get clarification from prompt appliance and they cannot tell me anything. I dont know who is in charge or how they handle their business!

  Business Response

  Date: 04/04/2024

  We received a claim  #: 229275632  from Choice Home Warranty and scheduled an appointment for the customer on **********. The technician from our company came to the customer`s location, checked the unit and found out that bi-metal defrost was needed to complete the repair. The part was on backorder and we submitted this information to the home warranty. The home warranty company decided to replace the whole refrigerator for the customer as there was no ETA for the part. The customer disagreed and insisted on ************************* the unit instead of replacing it and the Home Warranty changed their desicion and asked us to repair the unit despite the fact that the part was on backorder.  As many appliance repair companies we work with suppliers and if the part is on backorder we can do nothing but wait when the part will be back in stock. Also  we can`t order from somewhere else because the home warranty approves the cost of the repair and we should order the part for the price the home warranty approves.  We ordered the part as soon as it was back in stock and scheduled an appointment with the customer as soon as we received the part.  Another technician from our company went to the customer to install the part as the previous technician was sick.  During the installation it turned out that the additional parts were needed and we informed the home warranty regarding the situation.  To our surprice we received an update from the Home Warranty on 04.04.2024: "Claim #: 229275632   We are only authorizing  the W10491892 BIMETAL-DEFROST, customer states part was installed and the unit is working 100 percent .  Thank you  CHW To reply, go to *********************"   

  According to the Home Warranty the customer confirmed that the unit was fixed and no further action was needed.
  

  Customer Answer

  Date: 04/05/2024

  I have reviewed the business response and accept this resolution. 

  Good morning,

   

  I have decided I no longer wish to proceed with this complaint. Can you please cancel it?

   

   

• Initial Complaint

  Date:05/16/2023

  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.

  I have a home warranty with Choice Home Warranty and they contacted Prompt Appliance to come to my home to diagnose the problem with the electric wall oven that wasn't cooking frozen food completely through unless I cooked it longer or increased the heat. When Prompt Appliance technician came out and made the diagnosis that I needed a panel kit, the sensor was failing, he sent the results in to Choice Home Warranty who isn't going to repair or replace the oven but give me $329.00. My complaint with Prompt Appliance is my oven was heating and I was able to cook in it until they came out and did whatever to diagnose the problem why the frozen food wasn't cooking completely. My oven won't heat up at all and the fan inside the oven that cools it down has been running ever since Saturday, May 6, 2023. Prompt Appliance technician came out Monday, May 8, 2023 after I called in to complain, however, after arriving he said there isn't anything I can do it needs a panel kit. I just want my oven heating again and this fan turned off because my electric bill will be increasing and I can't cook in my oven. I was able to before Prompt Appliance technician came and worked on it.

  Business Response

  Date: 06/02/2023

  The technician from Prompt Appliance Repair came to the customer`s house to check the stove range, the customer had a claim with the Choice Home Warranty. According to the Home Warranty policy, the technician should collect a service call fee and submit all the information to the Home Warranty regarding the parts which are needed for the repair. The parts which were needed for the repair were No Longer Available.  According to the submitted diagnosis, Choice Home Warranty decided to replace the unit for the customer. Only Choice Home Warranty decides if they replace the unit for the customer or not and the amount they give to the customer to buy a new unit depends on the condition of the current appliance and the relationships between the customer and Choice Home Warranty. ********************** can`t influence this decision and the amount Choice Home Warranty gives to the customer. We understand that the customer is upset with the amount Choice Home Warranty offered them, but the customer should call Choice Home Warranty to discuss this question. From our end, we did everything according to the rules and policy of the Home Warranty.

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because:   

  Dispute **********************

   

            I read the response from Prompt Appliance Repair and they did not address the issue I am reporting them on.  My oven was heating and I was able to cook in it until their technician came out and tinkered with it.  Days later when I turned the oven on to cook food is when I discovered it wasn't heating up anymore, the cooling fan came on and stayed running for a month until it stopped on 6/4/2023.

  I want Prompt Appliance Repair to get my heating element working again because needing a sensor or panel kit wasn't affecting the heating element previously but mysteriously the heating element stopped working after their technician worked on it! This is the problem I am fighting for to get RESOLVED!  

   

  Sincerely,

   

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

  ID ********

• Initial Complaint

  Date:05/03/2023

  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.

  We filed a claim with Choice Home Warranty on April 12 that our washing machine was not working properly and we needed some one to repair. They sent out someone from Prompt Appliance Repair who said the washer needed a new control panel. The part was ordered and installed. But that did not fix the problem- still we still have a washing machine that does not work and we are going on week 3. The problem is that Prompt Appliance Service will make an appointment for a time range but the technician comes before that time when we are not home but does not come back during the given time frame. When requesting a new appointment they have set a time- three times now and not shown up. And they do not text before they come as promised.They will not answer the phone nor will they return calls after many voice mails have been left.Very poor communication.It is very frustrating.

  Customer Answer

  Date: 05/03/2023

  Finally on the fourth notification that a tech was coming one showed up.  I tried to explain that the issue was still not taken care of, that the washer still will not spin. I don't know if he understood me well as I don't think he understands English well.  He said he had to order another part and left.  I have no idea when the part is supposed to come in and when they will send someone back out to finish the job.  Such a lack of communication.

  Business Response

  Date: 06/02/2023

  We thoroughly investigated the situation.  The technician came earlier to the customer`s location and nobody was home but the customer agreed to reschedule an appointment. The appointment was rescheduled and after the technician finally came to the customer to check the unit we submitted all the infomtation to the home warranty, got authorization to complete the repair and the technician came back to install part. during the installation it turned out that the additional part was needed and the technician ordered it as well. The technician came to the customer`s location to install additional part on May , 5th , we have photos and vidoes of the repaired appliance.

  As we value ur customers and our reputation is everything for **, we wil schedule an additional appointment for the customer on Monday, Jun 5th. The senior technician will come to the customer to check the unit again. 

• Initial Complaint

  Date:12/06/2022

  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.

  Choice Home Warranty was contacted on October 31, 2022 because our dishwasher was making noise. They contacted Prompt Appliance Repair to fix our problem. their first appointment was for November 7, 2022. The technician came, and said we needed a new pump motor but didn't have the part to fix the problem. He came back a few days later but said he had the wrong part. Today is December 6 and they still don't have the part and the dishwasher is still unusable. When contacted they are never able to tell us when the part may arrive. We are starting to consider just replacing the dishwasher just so we can do dishes over the holidays. very unsatisfied with this company.

  Business Response

  Date: 02/23/2023

  Consumer Response /* (2000, 6, 2022/12/06) */
  The problem has been resolved.