Complaints

This profile includes complaints for Complete Appliance Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Complete Appliance Service

  1514 E Henry Clay Ave Ft Wright, KY 41011-3726

  
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  Complete Appliance Service

  544 Orchard View Place Cincinnati, OH 45238-5418

  

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:03/24/2023

  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 did not have a good experience with Complete Appliance Service. JB came out to look at our ice maker. He determined that it needed to be replaced however I'm not sure how he came to this conclusion. We looked into the issue further ourselves after he left and found it was a really easy fix of reconnecting a few wires back together... only a 5 minute job and didn't require a purchase of a new ice maker or any cost whatsoever. Your website says that you will never sell people parts that they don't need but that is exactly what you were doing. Replacing the ice maker would not have fixed the issue then you would have wanted more money (the ice maker was already $300) to "fix" something else that probably was not broke. He even mentioned that it could be something else in the back of the freezer (the actual fix was not anywhere near the back of the freezer) And now on top of that, you won't talk to us about refunding our service call fee. We don't feel like we should have to pay that since the whole purpose of it is to diagnose the issue and that clearly was not done. We do not trust JB at this point to diagnose an issue.

  Business Response

  Date: 03/27/2023

   Good Afternoon,

  This response is directly from the technician who provided the service call for Ms. *******  The ice maker is probably the most commonly failed component of a modern refrigerator.  And typically, this failure occurs within the ice maker itself, necessitating total replacement.  So when I tested your ice maker and it did not work, I ordered a new one.

  I was unaware that someone had disconnected the electric supply beforehand.  So, perhaps I jumped the gun and made the assumption of a common issue without a thorough enough investigation as to why the ice maker wasn't working.  For that, I apologize.

  However, had I been allowed to return with the new part as planned, I certainly would have discovered the electrical issue.  At that point, we would simply return the ice maker and you would not have been charged further.  Hence, the exact same outcome as you finding the issue yourself.  These things do happen.

  As for the $99 service call that was paid, we as a company charge that regardless of whether or not a repair is made.  This simply covers our overhead, which allows us to provide a service to our customers.  All service companies have to do this.  I hope you understand and accept our apology.

   

  Thank you,

  JB Hall (Technician for Complete Appliance Service)

   

  Customer Answer

  Date: 04/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I appreciate the response however I do not believe that after ordering the part and making a second trip out that it would not have been an additional charge.  That is not how companies work as you put it.  I understand that charging the service fee covers the overhead of coming out and is charged whether the issue is fixed or not but it also charged to assess the issue, not just to come out and look at it.  We had a previous issue that you looked at on our dishwasher and dryer and paid the service fee without asking for a refund.  We trusted that what you told us was correct however after not diagnosing this issue correctly, we are not sure at this point if those issues were diagnosed correctly or not.  We didn't mind paying for the service call and understood that it would be charged whether the repair was made or not but we were expecting the correct diagnosis of the issue for our money.  That is why we had you come out and agreed to the service charge.  That is what is expected when you come out to a person's home for an issue they are having.  The electrical supply was not disconnected, it was cut by the door which if you look it up, it is also also a very common issue with these models.  If the issue would have been diagnosed correctly, we wouldn't be in this situation filing a complaint.  I would think in this situation that you would be willing to work with us on the refund since you clearly misdiagnosed the issue.

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