ComplaintsforB & B Appliance & TV

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to have my dishwasher 2/10/22 fixed and gave them an estimated date of purchase of early March and was told it will be under warranty. Actually found my receipt for proof of purchase date of 3/16/22 and again was told would be under warranty. They came mid March to fix the dishwasher and again I showed them my receipt and was told it should be under warranty. I get a bill later saying its not under warranty and confused I called and was told the date of purchase is not correct despite having a receipt. I've tried calling B&B and whirlpool so many times to get this figured out with no luck. I have told them what whirlpool has told me and that they "should be fixed" but still getting statements from B&B without communication that I have requested to resolve this. I have sent multiple emails requesting if this has been resolved and have called again asking for a resolution with no return calls. I'm not sure what else to do at this point if they can somehow clear the confusion with whirlpool since they deal with claims more than I do.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called for service on my GE Cafe refrigerator on Dec.19, 2022. Told them it was making a clicking noise and freezer would warm up considerably. Could not come out until Jan. 9th 2023. Tech came out and said fans and compressor seemed ok and since it wasn't making the noise at that time he thought it was probably the control panel. He said they would get back in a day or two with a price. After hearing nothing for 1 week I called them on Monday Jan. 16th and said we were waiting to hear from them. Would follow up and get back to me. In the mean time I took a photo of the back of the fridge and highlighted the area the clicking was coming from. I emailed this to the business. I also made a recording of the sounds it was making. I drove to their business around noontime on the 16th and let them listen to the recording and asked the service manager Terry if he saw my photo. Said he hadn't. Both Terry and the tech who was out to our home were there. Terry said they had a control panel and could come out on Friday the 20th to replace it. The intermittent problem of clicking and warming started again on Jan. 24th. The clicking and warming was never on a set schedule, so originally I thought the control panel fixed the problem but it did nothing at all. Called Terry back on the 25th and said was still having problems. Told him it was still clicking and described the area the clicking was coming from. Said it sounds like it may be the inverter board. If he had looked at the photo I sent him that may have been an option originally instead of replacing a part that was fine. He said he would have to look back into the service and get back to us. No return calls at all. My wife called on the afternoon of Jan.25th asking to get the original control panel back since it was fine. Would have to check and would call back that day or the next. No call. Talked to owner Bruce and was hung up on. Bought 10K worth of appliances from them in 2019 but. Have more to add but no space.

  

  Business response

  02/14/2023

  Our technicians do the best they can do in the home to try to replicate the issues reported, but no different than a car mechanic, it makes it incredibly hard to correctly diagnose the issue when the issue is intermittent and will not replicate in the home for the technician.  Based on information given at the time of the service calls our technicians try to do what they can when an issue will not replicate and try to make the best educated judgement on what actions should be taken.  When the unit is not covered under manufacturer warranty, we try really hard to not just be "part replacers", because in the end that benefits nobody.  When we do replace parts, we order new parts directly from an authorized parts distributor or manufacturer, and install the brand new parts in whatever unit we are servicing.  Our technicians would have no reason to hang on to old parts because we don't EVER install used or old parts in other service scenarios.  The part that was installed was a BRAND NEW manufacturer authorized part.  After my last conversation with the customer, we reversed the service charge completely and gave the control and labor charged to install the part to the customer at no charge.  The customer owes us nothing and has a brand new board installed in his fridge.  I have attached the credit memo showing we credited everything back on the 26th of January as well as the service invoice where it shows the customer owes us nothing. 

  One attachment

  Customer response

  02/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me, however I would like to reiterate that this was also about more than the money. It was about their lack of communication and the attitude that they had no intention of servicing my appliance after the initial inspection. A homeowner should not have to call them exactly one week later and ask what was going on and then be blown off . I was told I would have a call the next day with an estimate 
  

  Regards,
  
  ******* ***********

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