Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On/about 10/19/23 I paid Tracy's $230.79 to repair/replace a broken ice maker on a Maytag refrigerator I previously purchased there. It stopped working again on /about 11/27/23 and was supposedly repaired again until about 12/18/23 when the control board was replaced, but between that time and now the ice maker still does not work. The service man has come at least 4 times to repair/replace the ice maker, once with wrong parts, and still no results. New parts were ordered but have yet to arrive and I've been told I don't need the control board. I spoke with owner **** Tracy on at least two times and was pretty much blown off with excuses about parts problems, staff issues, an a simple " that's all I got..." On 3/28/24 I went to Tracy's to complain and that resulted in the service dispatcher telling me "I hope you have the day you deserve..."Over the past 20 years I bought this and other appliances from Tracy's because I believe in buying home town and I could have service.Mr. Tracy touts these in his commercials, but appears to no longer honor them. Apparently, a 4 month wait for repair/ replacement is not unreasonable to them. **** Tracy, why don't you come to my house and explain to my wheelchair bound wife why she can't get ice through door because she can't stand to reach the freezer. I can't make Tracy's fix this issue, and being so frustrated by it, I have no choice but to find an independent business to take care of it. I can also file this complaint with the BBB, and go on Facebook, NextDoor and other platforms to give my reviews of this poor service.Business response
05/16/2024
After reviewing the conversations that was held with this individual and our people - While in our store - It appears that on the day of the event - Our people where a bit alarmed and taken aback by Mr. W - in regard to any attempt to resolve in person his issues - They were surprised he had driven to our site - It is extremely difficult to come to any satisfactory outcome - when outside events happen prior to being in our store - I can be reached at ************ - it may be best to only resolve this via phones - **** Tracy
Customer response
05/16/2024
Complaint: ********
I am rejecting this response because:I refuse to call this business. I have been a customer for 25 years and this is the way I'm being treated. I hired another company and they were able to repair my ice maker the first time. I'm done with this business.
Sincerely,
****** *******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.