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:06/12/2025

  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.

  I don’t think I’ve ever left a negative review but this was the worst customer service I’ve ever experienced. We have been unable to get our ice maker repaired on our GE cafe for over a year. Factory Warranty Services won’t answer their phone for days at a time. When I do finally get an answer, the office staff has been very rude and unprofessional. GE has ordered our needed parts and filed the same claim multiple times, but Factory Warranty Services keeps stating they need a new claim and will not come to fix it. They’ve also claimed to call me with a scheduled repair date; however, I have not received any calls, texts, or follow-up communication from them. I’m extremely disappointed with the service I’ve received from this company. I would strongly caution anyone against relying on this company’s warranty services. This experience has been frustrating and very time-consuming with no resolution.

  Business Response

  Date: 06/12/2025

  Please reach out to the manufacturer or third party extended service provider for resolution.  We are powerless for exchange, refund, etc.  

• Initial Complaint

  Date:06/12/2025

  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.

  We filed a warranty claim with ****** in March 2025 for a refrigerator repair. Factory Warranty Services, Inc. was assigned to handle the repair. A technician came out and stated they would order the necessary part and return in a week to complete the job. It is now June 11, and no one has returned. Despite numerous calls and messages, we have received no follow-up or response.
  
  We would like Factory Warranty Services, Inc. to complete the repair immediately as originally promised,
  
  When I spoke with ******* they told me that the service technician closed the case as finished and here we are 3 months later and still no freezer because I was unaware of the case was closed. I was thinking that the maybe the part was coming from China and because of the tariffs.it was delaying it

  Business Response

  Date: 06/12/2025

  You will need to contact the extended service provider.  We are powerless for a refund, exchange, etc.  We are just a hired third party.  We are not ******

  Customer Answer

  Date: 06/12/2025

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  Your company was hired by ****** to fix my refrigerator. Your representative was at my house told me what part I needed. Ordered the part and said he would be back in a week to fix it and I haven’t seen him. Lowe’s said that the contractor closed the account and said that the refrigerator was repaired. The refrigerator was not repaired so yes, it is your problem you are a subcontractor for ******* They told me the case I opened could only be closed by the contractor and it was closed by you saying it was fixed and it was not fixed. Where is the part that was ordered for my refrigerator? Where is your report on saying my Refrigerator was repaired because ****** thinks it was repaired because that’s what you guys told them
  
  Regards,
  
  
  
  ******* * ******** ****

  Business Response

  Date: 06/13/2025

  Please contact the extended service provider.  If parts are not available for whatever reason, they can see that (or not see that) and take care of you since you bought a contract.  We are not  them.

• Initial Complaint

  Date:03/10/2025

  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.

  This company has the worst service I have ever experienced. I purchased a refrigerator spring 2024. The water starting tasting really bad in August. We got placed with this company for warranty services and they came out and said we will order a part. They scheduled and appointment twice, but didn’t come due to “losing the part”. One the third time when they did come. They didn’t fix the issue and also broke our freezer door. When we told them they said “we will order a part”. A week or so pasted and we called again and they said “our claim is closed and there’s nothing we can do.”
  So they broke our fridge worse than it already was and have no plans to fix it. I never ever complain about a company but this company is beyond terrible to their customers. The attitude they gave both me and my husband over the phone on the matter is unforgivable.

  Business Response

  Date: 03/10/2025

  Please contact the manufacture or third party provider.  We are a 3rd party and powerless to repair or replace.

   

• Initial Complaint

  Date:01/16/2025

  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.

  On December 20th, our dryer broke, and we contacted ** Appliances to resolve the issue. The ** representative we initially spoke with was excellent and assured us a service call would be scheduled to address the problem. However, once Factory Warranty Services—a third-party vendor—became involved, the situation quickly unraveled. The original technician's appointment was canceled without notice, and Factory Warranty Services assumed they had the correct part for the repair, which turned out to be incorrect. When the part finally arrived last week, the technician (who was professional and very knowledgeable) explained that this issue has been a recurring problem with ** appliances and identified exactly what was needed to fix our dryer. Since then, I’ve made multiple attempts to contact Factory Warranty Services to obtain updates on the remaining parts, only to be met with silence. Frustrated by the lack of communication, I called ** directly today and spoke with three helpful representatives. However, despite their efforts, I was again given the same explanation as before: delays caused by ***** running behind due to weather. This has now affected us on two separate occasions. At this point, we have been without a dryer for an entire month. While I appreciate **’s customer service team, the decision to outsource repairs to Factory Warranty Services has resulted in a complete failure of accountability and service delivery. The vendor's poor handling of the situation, lack of communication, and inability to meet expectations reflect poorly on ** Appliances as a company. I am filing formal complaints against both Factory Warranty Services and ** Appliances, as their choice to work with such a vendor directly impacts customer trust and satisfaction. I urge you to reconsider your partnerships with third-party companies that fail to uphold the standards of your brand. Please provide a definitive timeline for when our dryer will be repaired.

  Business Response

  Date: 01/17/2025

  I understand the frustrations.  However we are powerless for resolution.  Please contact the manufacture as it is under their warranty.  

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased a washing machine from ***** in August 2022 and paid for a 5 year extended warranty. On August 31, 2024 my washer quit working properly and I notified ***** service. I was then given the phone number for their warranty service. I called them and told them my problem. They assigned the service to Factory Warranty Service and I was scheduled for service call on September 3. I received an email requesting a picture of the sticker from my machine with the model and serial number with a detailed description of what the machine was doing. I immediately sent the required info by replying to the original email. The next day I received the same email and after several attempts to reach them by phone i was able to speak to them.. They then rescheduled my appointment for September 9 because they stated the serviceman for my areas was sick. A few days later I received another email from them stating my appointment had been changed again. I then called them again and was told the appointment had been rescheduled for September 12. This time they stated that the serviceman's child was sick and would be out indefinitely and they other serviceman was all booked up.. I have also been in contact with ***** several times over this issue. They were supposed to expedite my service request and change service companies. Which has never contacted me. I also requested that I be able to get a local company to fix my washer and be able to get reimbursed. They denied that request.

  Business Response

  Date: 09/09/2024

  Hello, 

  I am sorry for your frustrations, however you battle is not with us.  The battle is with *****.  You did not pay us for extended service.  Please contact them for resolution.  I am sorry they denied your previous request, but this is out of our hands.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Factory warranty services came out to a service call to assess my LG refrigerator. They were paid over 100.00 for 10 minutes. They supposedly ordered a new compressor. Several weeks go by. I go to their office to confirm. The company they ordered it from said it was shipped on 8/15 to their address. They denied getting it. Kristy reordered as I was standing in her office. Now they text me and said they refused to continue working on it. I paid for a service and they are LG only repair in this area. I feel they need to continue my repair or refund my money paid.

  Business Response

  Date: 08/29/2024

  My apologies on your LG refrigerator malfunction.  I am uncertain why they will not cover your repair, perhaps it is due to age.  Nevertheless, this is between you and LG. 

  As for our tech on site at your home, we traveled distance and performed diagnostic thus collected the fee.

• Initial Complaint

  Date:07/24/2024

  Type:Customer Service 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.

  June 23 my ** refrigerator stopped working. I called **. The agreed to repair it with parts and labor covered. They then sent Factory Warranty (their approved service provider) the authorization. Factory Warranty quickly called and sent a repairman to my house. He immediately told me he would have to order the part and it would take several days. The next week I called the company and was rudely told he had to get the part from the factory, didn’t know when it would arrive and he couldn’t track **’s shipment. The next week I left 2 messages one day and 3 messages 2 days later which he did not return. I called ** and they told me he COULD track the part with the order number. They then called him and he asked my call be transferred to him. He then stated again rudely he couldn’t track the part but would send repairman out the next day between 1-5. Repairman didn’t show and I have received no calls from them since. I did leave another message. I did contact ** again to let them know he had not honored the repair. On my ****** review Factory Warranty suggested I call the manufacturer but if he’d read the review he would know that I did. Again, on my original phone call with them which they initiated I was told they already had the authorization. Evidently that is his “go to” answer on his negative ****** reviews.

  Business Response

  Date: 07/24/2024

  This machine appears to be under the manufacture warranty.  Please contact them for resolution.

  Customer Answer

  Date: 07/25/2024

  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.  For your reference, details of the offer I reviewed appear below.

  ************* I did not agree to the business’s resolution because they told me the refrigerator was under warranty. I DID contact the company FIRST and THEY contacted this supposed business because HE IS their authorized repairman. This company did not read the complaint. If they had ever answered their phone or returned a phone call from me or ** …this is a common complaint about this business!!

  Regards,
  

  
  
  
  ***** ****

  Business Response

  Date: 07/26/2024

  We did not sell you the machine, we did not sell you extended service, you should contact the manufacture for resolution.  There is nothing we can do.  We are a hired 3rd party that has nothing to do with your warranty, terms, agreements, extended service.  We are powerless.  You must lean on the manufature.  Perhaps at this point another service center would suite you best, if the manufcature has another one to send that covers your area.  Many times there is no other shops to send, again, a manufacture problem.

  Customer Answer

  Date: 07/26/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  Common decency and integrity would dictate that YOU should have told me you were going to refuse to fix this instead of TWICE telling me you don’t have the part and have no way of tracking it which ** says if you had ordered it you could have tracked it. You sent someone to check my appliance within a couple of days then you refused to answer my calls and messages for almost 4 weeks when I could have been spending that time finding another repairman. If you don’t wish to be **’s authorized repairman you should tell them.   Common decency.  
  
  Regards, 
  
  
  
  ***** ****

• Initial Complaint

  Date:07/02/2024

  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.

  This business was supposed to come repair my dryer under warranty from **. They sent a repairman out April 2024 to repair it and left my dryer disassembled. When I contacted ** the repair team reported my dryer was repaired and that everything was working again.
  
  My dryer is still disassembled and they have failed to call me or reply to Text messages regarding my repair.

  Business Response

  Date: 07/02/2024

  My apologies for your unresolved situation.  Please contact ** for resolution, we are powerless to get you an exchange.

• Initial Complaint

  Date:06/20/2024

  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.

  Factory Warranty Services
  **** ******** **** ******* ** ***** ****** ***** ******** ***************************************/
  
  This company is fraudulent they come to your house and don’t fix your appliance but yet still get paid by the manufacturer under its warranty claims.

  Business Response

  Date: 06/20/2024

  We have been on site to your home and attempted to repair you oven.  However we were not able to do so because of how it is installed.  It is not our job to uninstall wall mounted ovens. We do not have two techs to send as indicated by the tech below.  You next move is to contact the manufacture for resolution and an alternate service center, I suggest having the oven in a serviceable position. This note from the tech.

  THE WAY THIS UNIT IS INSTALLED. GONNA NEED A SECOND GUY. THE HONE OWNER CANT HELP, HE HAS A BAD BACK. I CALLED ****** AND WE CAN'T GET 2 TECHS SCHEDULED IN THIS AREA. IT NEEDS THE LOWER COOLING FAN. UPPER ONE IS WORKING FINE BUT TO GET TO IT. UNIT NEEDS COMPLETELY UNHOOKED. AND PULLED OUT. I ADVISED ** TO CONTACT FRIGIDAIRE ** SERVICE TO GET REASSIGNED FOR 2 TECHS

   

  Customer Answer

  Date: 06/23/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Contacted ********** warranty and they stated "Factory Warranty Services" has been rescheduled and will be bringing two technicians to fix appliance. I called Factory Warranty Services as they directed then and Factory Warranty Services said they dont have the capability to fix my appliance having enough manpower.  They said they will decline this rescheduling and recommended to call ********** back again to resolve.  My question is **********has identified Factory Warranty Services as a capable service why aren' they capable?]
  
  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 06/24/2024

  We have informed the manufacture we do not have two technicians to send to your home.  Please contact them for resolution.

  Customer Answer

  Date: 06/25/2024

  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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** ****

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service 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.

  Service call to my home address…*** ******** ***** ********** **..12/16/22
  Service technician damaged my new kitchen flooring…he admitted the damage…took pictures and sent to his office….
  I’ve been trying since then for repair money be paid for by FW…I’ve sent pictures and spoken to Bishop…the scheduling person…he gave me name of Misty….I have e-mailed many times…she won’t respond in any way
  I need help to get FW to fix the damage…
  ***** ****** *** ******** ***** ************** *****

  Business Response

  Date: 07/25/2023

  The lower quality flooring was not ripped but a four inch creas created dur to poor quality and installation. 

  We are willing to pay for partial floor plank repair but not the entire kitchen floor as it can be repaired and not replaced.  Please send us quotes of this manner.  

  Business Response

  Date: 07/31/2023

  Hello,

  We feel the floor was soft due to the leak prior to our arrival.  The floor would not have suffered the impression marks otherwise.  However to stop this bickering we will agree to our original offer of slitting the difference and issue you a check for $460, a reasonable offer.

  Customer Answer

  Date: 07/31/2023

  [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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  David ******