5 Star Appliance Service

Star Appliance has an an F rating with the BBB of East TN, due to their intentional disregard in acknowledging and responding to a complaint filed with the BBB of East TN. The BBB sent them 2 complaint notifications. They did not respond to the BBB. 5 Star are members of Angie's List. Therefore, I am filing a complaint with Angie's List against 5 Star Appliance and their owners, Jay and Donna Peoples for fraudulent service and misrepresentation. The complaint was opened in Oct, 2014. Due to numerous addresses and phone #s the BBB had difficulty locating Mr. Peoples's business address. Upon finding him in Lenior City, TN, 610 Garnett letters were sent by the BBB to resolve the complaint. Donna and Jay Peoples disregarded the letters sent by the BBB. Mr. Peoples did not respond to any correspondence from the BBB of East TN. I originally called 5 Star in regard to problems with my refrig/freezer not cooling,not cooling properly and the icemaker not dispensing. Jay Peoples came out 8-15-14 inspected my refrig told me there had been a power surge, "black out" which had caused it to stop cooling. He said he turned it off abt 3 mins, then on and it was fixed. He said no parts were required. I had also asked him to look at the ice maker. It ws not dispensing ice. He told me the ice maker was working fine. One of his employees had replaced the auger motor & gear case assbly supposedly earlier but the ice maker nv dispensed ice. The problem was never corrected even after the new parts were installed, the ice maker did not dispense ice. I pd $140.19 to have the ice maker repaired. 5 Star chg'd me $103.79 for ?turning my refrig off & on?! Jay Peoples failed to leave an invoice altho I had asked him to lv one identifying the problem. Over the weekend, everything in my freezer thawed. Freezer jam was liquid, meat, ice cream ruined. Temp in the refrig reached 53 deg. Food spoiled. I called 5 Star again. Aug 20 Mr Peoples came again. He said he was mistaken, the mother board had gone out. He had replaced the mother board less than a yr earlier for $294.85. He gave no reason as to why it needed replacing again. I pd $147.64 for a new mother board. On Aug 21, everything thawed again. He came out 8-26-14, said it wasn't the mthr bd, that it needed a different part but didn't specify what that part was. When I asked he was extremely vague. He took out the new mthr-board an replaced the new mthr bd with my old one which he said he had kept at his house. He also said he had to install an additional part, again not naming which part he was replacing. I specially asked for an invoice detailing what work he had done. He assured me he would. HE DID NOT. I also asked for an invoice for previous work which he chg'd $103.79. He agreed but did not leave an invoice for those expenses either. Jay Peoples told me he would reimburse me 1/2 the amt for the mthr-bd which he didn't install! He claims he reinstalled my old one! So why was he charging me for ½ of a new one?? This was Aug 26. I did not rec a reimbursement check. I tried for sev wks to contact 5 Star, left numerous msgs, I was not pleased with the work or the fact I had not rec'd a ck. On Sept 23, Donna Peoples left a msg that a check was put in the mail on the 9/22/14. She said they had been out of town several wks. Sept 30, I called again, left msg I had not rec'd check and that I would not being using them again as I found their business was not reputable. Donna called and left msg, she would stop pay't on check and send another. As of 10-8, 2014, I had rec'd no check and have not heard from Jay or Donna Peoples. I left numerous msgs. They do not ans the phone, and do not return any of my msgs. Product_Or_Service: Refrigerator serviced DesiredSettlementID: Refund Jay Peoples proclaims 20+ yrs exp as an appliance service repairman. Freezer & refrig foods were ruined several times due to his failure to properly and promptly serv my refrig. Charging me $103.79 to ?turn it off/on? seems a fraudulent practice. Replacing the mthr bd, $147.64 then remving the new for the old again, is certainly sketchy work. He produces no invoices for svc. I have no idea what "parts" he claims he installed 8-26-14, no listing of costs of hrly labor charged, they did not return any money as he stated he would. And the ice maker which was ?repaired? for $140.19, with supposedly new auger and gear case assembly has never worked and the ice maker has never dispensed ice. I want reimbursed for amts I paid Mr Peoples for repairs to my refrigerator. I want documentation of what new parts he replaced and hrly rates he charged for servicing my refrig. I want $350.00 to reimburse me for the amts he chg'd me to repair my refrig but of which I have no documentation for parts, prices, labor ($251.43) I also want $100.00 to cover the cost of loss of food and time lost caused by his lack of incompetency in diagnosing the problem and his lack of inefficiency is getting my refrig running correctly before I lost more food. I repeatedly had to take off work to be home for his service call. He made numerous trips to my home for the same problem when one should have been sufficient. His lack of professional knowledge as an appliance service rep cost me time and food and stress from constantly having to call and have him back out for the same problem. He is a total fraud or he is totally incompetent at appliance repair. Turning my refrig off for 3 mins and stating it is repaired is ridiculous! Replacing a mth bd, only to take it out and put supposedly my old one back in is ridiculous! Stating it was a totally different part needing replacement, but refusing to name the part or give me a price for that part or any documentation is totally unprofessional. He made numerous trips to my home. Food continued to spoil. I want 5 Star Appliance to reimburse me for the costs charged, $251.43 and to cv loss of food & time caused by his lack of professionalism & inefficiency. I am asking for a settlement of $350.00. I found from through a recommendation from a local appliance shop. He came out to the house and looked at the unit. He turned it off for 3 min and then turned it back on. He explained to me that these units sometimes have "blackouts" which can be fixed by turning it off and on. He said this would correct the unit and charged me. The fridge was still not working after his visit, so I called and explained this to Donna. She said that he could come out in about a week. When he came out the second time, He told me it was now the motherboard and he said he installed a new motherboard. I asked that he left a invoice of the service and parts for the job, but he explained he was out and would mail me an invoice. I never received an invoice and I have no idea if he really did install the motherboard since it went out a couple days later. I had to call again and have him come back out. He told me I was in luck because he kept my old motherboard and would re-install it for me and this would correct the problem. He also said that he would install another part but wouldn't tell me what it was. Again, he never left me an invoice. He told me he would send me a check for half the cost of the new motherboard since he reused my old one. I never received a check and feel that he completely ripped me off. Why would I have to pay have for a motherboard when he ended up using my original board. I just want the money back that I paid since I feel like he didn't do anything to the unit.

When the tech got there, on time and within the time frame I was quoted, I was impressed by his freindly demeanor and professional appearance. I tend to talk a bit with people who copme out to the house to do work so I feel better about the person and not worry about things coming up missing because I have had that problem once before. The tech was awesome, didn't seem annoyed at me asking questions, and seemed very knowledgable, After checking the washing machine, he swiftky got to the root of the problem, which was a clogged hard object filter and instead of just telling me, actually showed it to me (packd full of lint, a few zipper pulls, a hair band, and the princely sum of 18 cents). This was stuffed so full tyhat the water pump had started to lock up, something that I was also shown (unlike other guys who have told me but could have been BSing to get more money). I was actually able to see how stiff the part was. I agreed to let him change that as well and I can honestly say my washer works like new again. The fridge was a different story and speaks volumes about

After another provider give us service and unnecessary part replacement, this provider was prompt and professional

The 5 Star Appliance Service office called a day before to schedule the service as promised. They can give you a call 15-30 minutes prior to the service call so you don't have to wait at home for hours. The service person was prompt and courteous. A very good experience.

Service was excellent. Jay determined it was a small piece of the motor for the ice maker, ordered the piece and returned a few days later and installed it. He also gave me assurance that the water line had simply frozen and to leave the freezer door open till the water began to flow again - worked like a charm! Price was in the high range for our budget, but worth it for the service provided. Both Jay and Donna are friendly, professional, and go out of their way to provide the best service possible.

This company is very responsive and extremely professional. When I placed my call for service, someone actually answered the phone, no answering machine. A service call was scheduled within a few days. I had to wait for a backordered part from Frigidaire (not this company's fault). For both visits, the tech arrived on time, and called just before he arrived to let me know he was on the way. The service tech was personable and repaired the problem quickly.

The repairman was excellent and came out right away. He was nice, very knowledgeable and gave us good advice. He fixed the problem and was very helpful and personable.

Exceptional! Excellent response tune and communication them office staff very knowledgable and quick with repair.