ComplaintsforThe Appliance Repair Men

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contracted a service to repair a fridge, the technician did not fix it and the company was not responsible for the service and the amount paid in total. We paid a total of $663.87 and the only refund the $69.99 for their fee. See letter attached with the description of all the case.

  Business response

  03/07/2024

  Client was refunded

  Customer response

  03/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was not fully satisfactory to me.  The business only refunded the labor and not the cost of the part $366.50 that his technician changed and did not fixed the problem which made me to conclude that the part was not needed to be changed. Business mentioned the cannot refund the part because electronic components do not have guarantee, so, I have to take the loss for the cost of the part when I believe this was still responsibility of the business. Nothing else from me. 
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted The Appliance Repair Men on 01/31/2024 for a refrigerator that was not cooling properly and a dishwasher with a broken rack. They charges $155 for the visit, which was supposed to be credited towards the repair. A repairman came from their subcontractor, Stahtech Appliance Repair, and worked for a while, saying that he replaced the fan in the fridge. He also said he would contact me about part for the dishwasher. I paid an additional $360.38 for the fridge repair, and was told that the parts and labor were under warranty.However, the fridge had not cooled at all by the next day. I called Stahtech, who said that the problem was low freon. Another tech came on 02/02 and charged me $125 for the freon. The next day, the fridge had still not cooled. I contacted Stahtech again, who said that they would come on 02/03 with a new fan for the fridge. By the end of the day, they had not come, and said that they needed to order the part and would come on 02/05. They also did not come that day; when I finally reached them, they said the part arrived late, and they would definitely come the next day. On 02/06, they said that they were late and needed to reschedule. At this point, the fridge had not been working for a week, and I stayed home from work five times to try to meet the technician. I asked for and was promised a refund. On 02/06, I was told in writing that the refund had been processed and would show up on my credit card in 5 - 7 business days. I have not received the refund. I have been attempting to contact Stahtech for five days, and have not received any reply; all of my texts have been ignored. I would also note that absolutely nothing was done regarding the dishwasher; not even an estimate for repair was provided.I would like a full refund for all of the charges that I have paid.

  Business response

  02/21/2024

  Diagnoses fee has been refunded and subcontractor company will refund balance today

  Customer response

  02/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will potentially be satisfactory to me.

  The business has refunded the original consultation fee, as indicated in their response. However, I have not yet received the refund from the subcontractor. The business has been in contact with me, and they have told me that I will receive the remaining refund by money order on Feb. 27. If this happens, then I will consider the complaint resolved.

  Please note, however, that I have previously been promised a refund from the subcontractor, and it has not yet arrived. I will therefore not be able to consider the complaint resolved until I have actually received the promised refund.

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

  
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled an appointment with the Appliance Repair Men - they outsource to random parties. They sent me messages saying the tech was coming out for the wrong day from when I booked. The tech got upset waiting 5 minutes to open the garage when putting the baby down. He called his dispatch who proceeded to speak very rudely. They demanded someone sign a contract for their $285 service call fee because they've had people charge back for 'whatever reason' - I now why they provide poor service. The tech sent me an estimate of $800 via text. Then corrected it to $1085 when I asked if the $285 would be credited. He did not provide an estimate or diagnostic for the $285 fee. He simply said if you don't want me to fix it, I'm leaving. Would not recommend this company as they scam customers. They simple make a living off the service call fees and quote ridiculous rates to 'fix' the problem. I called someone else who said there was no issue with the appliance, it was the ducting that needed cleaning. $150 took care of the issue while they wanted to take apart the appliance and would assess if more parts needed.

  Business response

  02/02/2024

  Diagnostic fee was refunded customer said they would call ******************** and reply but failed to do so

  Customer response

  02/04/2024

  I spoke to a customer service manager who agreed to refund the diagnostic fee as a resolution. I already informed him I had notified BBB that this was acceptable. 

  Business response

  02/05/2024

  Did the BBB even read the customer response????? They said the refund was acceptable? Come on BBB read your own emails or I will have to give you a bad review oh I forgot you dont offer that option.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired the Appliance Repair Men to diagnose and fix a problem with the microwave vent above my stove which was not working properly. The person who I scheduled the appointment with assured me that they have expertise in fixing ** appliances. The technician had no idea what he was doing. I had to keep explaining over and over what the problem was, and even then he didn't seem to get it. He spent a ton of time on his phone. He initially suggested that I buy a new filter. I had to explain to him why the filter was not the problem. He finally told me that I need to replace the fan for $350 and I asked him why he thought the fan is the problem. He replied, "I'm not sure what else it can be." This was a $119 service fee that was a complete waste of money.

  Business response

  01/22/2024

  This has an incomplete phone number and no address. We can not locate a customer without the full information

  Customer response

  01/23/2024

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sunner Llc the repair men scratched our brand new refrigerator door and will not fix it.

  Business response

  12/22/2023

  Tech refunded cx in ful for repair and also service fee has been refunded. Tech offered to replace door but customer refused to have tech back and called another company to install.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed my washer repaired and found The Appliance Repairmen online. I called them and they sent someone to look at it. They charged me $95 for the visit. The technician barely spoke English and did not seem to have any idea what he was doing. I dont believe this is a real business and believe they are scammers. They said they needed to order a part and that someone would be in touch in a day or so to schedule the next appointment to replace the part. No one has been in touch and I have called them a number of times to try to find out information. They have my credit card information which is very concerning to me.

  Business response

  12/03/2023

  A refund of the service fee is in process. It will take a few days for the customers credit card to reflect the refund. 

  Customer response

  12/06/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October, my washer broke. I called the Appliance Repair Men because apparently my washer brand is no longer made. I made an appointment and explained on the phone that my washer wouldnt finish the spin cycle. The entire machine freezes. They had to reschedule twice. But assured me they'd be there. And they were the only ones I could find to do it. When the tech showed up, he replaced the lid lock. Assured me it was fixed. I asked him to wait for the spin cycle (because that was NOT what I asked about). And lo and behold, the machine froze. Long story short, he replaced a chip peice. We waited for the cycle and it worked. I paid over 300 (which by the way, the phone operator said I'd pay for the diagnostic but the tech would give me a price BEFORE starting work. He did not. Alas, I needed it fixed.)That was on Oct 5. The tech assured me that if anything happened within 30 days, he'd fix it. Fast forward to 11/15... same problem. I called at 6:02 pm. Transfered to customer care and they hung up. So, I called back. I finally spoke to ***, who called tech. *** called me back and said tech would come out to have a look Friday (11/17) between 2-5.My husband took off work to be here. The tech never showed. No one ever called. I called at 6:07. Was put on hold and hung up on. So I called back and spoke to Brain. ***** called the tech, who said there was an emergency. The tech is apparently leaving the country, but an associate can come on Wednesday (11/22) between 10- 1. So, now i have wet clothes trapped in the washer FOR A WEEK that I can't even remove because the lid is locked.And my husband and I already took off work to be home when he said he'd be here. No calls. S***** prioritization. S***** listening skills from the beginning.

  Business response

  11/21/2023

  Tech is trying to get a hold of the customer for a revisit but customer does not respond

  Customer response

  11/21/2023

  Received a call from Ray at 3:10. He said the tech still planned to be here tomorrow as scheduled, but his manager was concerned with the review. Happy to mark this complaint as resolved once the tech is able to come out, but with this particular tech's history rescheduling, I'll wait until then. 

  Business response

  11/22/2023

  Tech will be out

• Initial Complaint

  10/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called *************** for help with fixing a down *************** Dryer on 10/26/23. Tech failed to come when promised on 10/27/23 but did show on 10/28/23. Came in and told me he had to replace the temp control switch and do other work and the estimate was $445.00 total. $350.00 due to him. I figured this was the top quote and when he was done the bill would be adjusted with cost of parts and labor time being the factors. On the estimate form he included the parts but left the section of the details of the job blank, with just totals. No parts costs no labor costs. He worked for about an hour and when done I asked how much the part cost. He told me $90.00. I asked what his labor rate was an hour and he was flustered by this and never gave me an answer. I do have to say there was a language barrier with the repairman not being fluent and understandable in English. I realized I was not going to get anywhere and quite frankly wanted this man out of my house. I felt as if I had been truly taken advantage of as a customer. The receipt he gave me was by email and he was obviously a subcontractor of the title company. The subs name is Mojico Rijo Solutions with an address of ************************** ******************.I Called The Appliance Repair Men today with my concerns. They immediately disavowed any responsibility even though they arranged the appointment and sent this man to my house. The repairman also used their form with their Company information at the top. I should also add I talked to their parts department and they told me the actual cost of the part was $35.00. So the cost in labor by these folks was $350.00 for an hour work. Not bad for not being a doctor. I hope in ************ we have protection in clear and concise requirements for companies work estimates and receipts. I seek a refund and adjustment to the cost of this for the parts actual cost and one hour of labor. They should not be rewarded for being dishonest.

  Business response

  10/31/2023

  This has been resolved

  Customer response

  11/01/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/30 I paid Appliance Repair Men $95.00 to schedule an appointment to repair my ice maker in the refrigerator. A repair person came the next day. I was told that I needed a new ice maker. I gave him a check for $265.76 to order the replacement. Apparently, this ****** works for M&M ******* Services. Appliance repair must act as an agent. He returned several days later, but the machine was the wrong model. He didnt come again until 9/29. I gave him another check for $100. I was told not to use it for 24 hours. After 2 days, I started to use it. It worked twice. I have called the man numerous times. He gives me a day when he will come, but doesnt show up . He was supposed to come on 10/14 and 10/24, but didnt arrive. I have called him several times, but he doesnt respond. I have called the company, but I have not heard back from them. I am looking for a full refund.

  Business response

  10/31/2023

  This has been resolved

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called them at our home in ********** ** and they had an 860 # and assured me they were locally based. They charged me $85 for a Saturday appt between 1 and 4. At 3:40 I called and found out they were dispatching from **. After a second call to the # finally someone called me who said he was in ** and could come around 6 because his car had broken down. He sounded like he just woke up and could care less and very vague about the job which I had detailed originally. I called ***** back and said I wanted my money returned - we had evening plans. They assured me I would be refunded. That was October 1 - so far no refund. I think their advertising is deceptive! I doubt they have the least idea about the ** ******* they contacted. I would like my money back but also to alert others.

  Business response

  10/11/2023

  Refund has been issued

  Customer response

  10/11/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  Please note : it took contacting the BBB to get my refund so I still would not ever use this company.

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

  
  

*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. ↩