Complaints

This profile includes complaints for Tepperman's (London)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tepperman's (London)

  1150 Wharncliffe Rd S London, ON N6L 1K3

  
• 

  Tepperman's (London)

  2595 Ouellette Avenue, Customer Care Windsor, ON N9A 6P8

  

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:10/02/2023

  Type:Product 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.

  In late 2020, I purchased a recliner chair from Teppermans ********** the reclining chair was close to $1,000 to purchase. The chair recently had a spring pop in it, I call to request a spring replacement, they tell me just a day or two it's been closer to a week with little to no help from the business. I personally will never order here again.

  

  Business Response

  Date: 10/02/2023

  Thank you for reaching out. We have a Service file started on Feb 6 2023 when the customer called in to us to report the issue. 
  
  As part of the process we sent the photo template and requested a photos from the customer, including the manufacturer tag, as needed in order to speed up the process. 
  
  On Feb 8th the customer advised there is no tag to be found on the recliner. The manufaturer cannot send a product without the tags attached as per the law. 
  
  We are still in the process of assisting and will update the customer once we have an update. Unfortunately, the missing tag does make the process a tad slower. 

• Initial Complaint

  Date:09/02/2023

  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.

  Had teppermans deliver and install a washing machine, the drain hose was not hooked up at all. water leaked and wrecked our flooring. We filed a complaint the day it happened, and never got any calls back. Called customer service on several occasions (waiting on hold for 30-45 minutes each time) only to get excuse after excuse. Finally called and escalated the claim to the head of customer service and explained if i didnt hear back from anyone i would contact a lawyer and the bbb, received a call the next day offering us 400 dollars for cleanup, our floor needs replaced and the quote we got from a contactor was in the 3K range, this was an insulting offer. hoping the bbb can assist us in getting compensated before having to get lawyers involved.

  

  Business Response

  Date: 09/02/2023

  We are unable to locate a Teppermans account using the name, phone# and address provided on the complaint. 

  Customer Answer

  Date: 09/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  i entered my home address, the issue was at our other property and account is in my wifes name. Should be under ***** ******* ************, *** ******** ** *** *******. the original order was placed with kitchener teppermans, complaints get filed in windsor and the "driver manager" works from the london location. This should clear up any confusion. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 10/02/2023

  Thank you for the account information. 
  
  We do have a Service file open for home damages. The customer called in to us on Feb 2 2023 as they had not yet heard from the delivery manager. We reached out to the delivery manager asking he call. 
  
  File is noted that the delivery manager spoke to Mr on Feb 3rd and advised he will get a second quote as they haven't yet agreed upon a resolution.
  
  Delivery manager will follow up as such.  

  Customer Answer

  Date: 14/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I keep getting the same response, "delivery manager supposed to call" he was to call me 2/7/23 or 2/8/23 according to him, and i've gotten no call last week. I've attached more pictures. the basement is starting to smell musty. We need to get this resolved sooner than later. 
  
  Sincerely,
  
  ***** *****

  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 15/02/2023

  Thank you for these additional photos. I have forward them to the delivery manager and asked he give you a call asap to follow up. 

  Customer Answer

  Date: 17/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  
  
   I personally spoke with **** on two occasions yesterday (2/15/23) first one his response was to give him ten minute to catch up on the file, he called back 30 mins later to explain that his boss is now reviewing the case and will call me later that afternoon. I'm writing this response at 1:45 PM on 2/16/23 having not yet heard anything from ****'s boss. 

  The basement is really starting to smell musty, we need to get this resolved before we have mold issues. ** **** ********** * ****** ********* ******* **** ** ** ******* ** ***** ** **** **** ***** **** ****** ********* 
  
  Sincerely,
  
  ***** *****

  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 18/02/2023

  We do understand the frustration and see that the delivery manager is working on follow up asap.

  

  Business Response

  Date: 21/02/2023

  Thank you for reaching out. 

  Please be advised the delivery manager had been off ill and then we had the long weekend holiday. 

  He will follow up this week. 

  Customer Answer

  Date: 21/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This is just another excuse, When i spoke with **** (the delivery manager) he was involving his boss in the matter, no one was reached out to us, I've always been the one contacting them. The basement is starting to smell musty, I'm concerned we will have mold growth, my pregnant wife doesn't need that exposure or stress. What are our next steps getting this resolved? All we've been getting is pushed off and given excuses. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/02/2023

  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.

  A new microwave was purchased Jan 25th for 379. It was brought home and we were unable to install it that night, we did so within 2 days for it to be missing multiple peices and make a horrible sound and smell when it was used. Teppermans was contacted right away as it is a defective product and we requested an exchange for a working model. That is when we were informed we only has 24 hours to let them know it was defective. My father spoke to someone named **** he believes and she pretty much told him that's on us not them and there's nothing they will do beyond tell us to contact ********. We contacted ******* for their tech to take 1 look and say take it down and don't use it they never should have sent that with you with the prices missing and that they had 7 days to take it back. They have had 48 hours since the tech was here and they still have not returned any calls and continue to give a run around so that we are left with a defective product and no communication from a company that I thought prided themselves on service.

  

  Business Response

  Date: 03/02/2023

  Thank you for reaching out. Aplliances do come with a manufacturer set warranty coverage. 
  
  The customer was made aware of this when they contacted us on Jan 28th, we also sent them a copy of the sales invoice. 
  
  Customer called us again on Jan 28th to advise they spoke to ******* and ******* wanted the customer to do some troubelshooting for the microwave. Customer didn't want to work the MFG warranty process and we advised they will need to do so. 
  
  Customer did call us back on Feb 1 and advised that ******* had sent a servicer out and also advised the servicer said they were going replacing the microwave. 
  
  We advised if ******* is issuing the RA it can take 3-5 bsiness days for them to send it to us. 

• Initial Complaint

  Date:10/08/2022

  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.

  Received Dishwasher and they installed it as the contract stated. The dishwasher was missing a bottom trim plate. Contacted the store and they didn't believe me. I made them come take a picture. Later I received a trim plate by ups at my door. I went to the store with the package to see about installation and they said "good luck with that"

  

  Business Response

  Date: 10/08/2022

  Hello, 
  
  Thank you for your message.  We are sorry to hear that the trim plate was missing, but glad that the manufacturer was able to send this in a timely fashion.
  
  From what we can see, you paid for installation of the dishwasher to be done by ********.  Our technicians here at Tepperman's are not licensed to service appliances.  
  
  You should be able to coordinate with them directly to get this installed for you.  They can be reached at *** *** ****.  
  
  Best Regards, 

• Initial Complaint

  Date:02/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Our complaint did not fit within the 2000 character allowance. Please send email address where I can email full complaint.
  
  Thank-you,
  Darren ******

  Customer Answer

  Date: 02/08/2022

  Last July we selected our appliances for our upcoming renovation. We specifically chose Teppermans as we have had good experiences in the past. The sales person indicated we were purchasing far earlier then needed despite the appliances we wanted were out of stock. We went ahead and ordered anyway at the recommendation of our contractor, which I’m glad we did. 

   

  When choosing our appliances, the sales person advised what type of range hood we required for the gas stove we are purchasing to meet code. We ordered the range hood as recommended. At the time of our renovation our contractor advised us that the range hood was too powerful for our kitchen/range. We ended up needing to order a different range hood. The sales person should not be making recommendations if he does not have a thorough understanding of the products he is selling, especially when there is delays receiving product. 

   

  While our renovations were delayed, the delay in our appliances was not initially a concern. We were advised they would be in December 2021/January 2022. It has come to our attention that Teppermans gives away appliances and furniture to customers who complain or express an urgency to have them rather than who ordered first. This practice only causes the patient customers to be punished for poor business management and a lack of transparency around potential delivery dates. 

   

  After our appliances were delayed a number of times, I had to request a loaner fridge and stove as we donated ours when we began our renovation as we trusted the delivery date we were initially provided. Teppermans agreed and offered a fridge and a stove. The appliances were delivered, however the delivery people caused extensive damage to our floors, which we have not yet been reimbursed for. They did not wear booties or use flooring protection during delivery and dropped the fridge outside prior to it coming into the home. The delivery people acknowledged the damage and the customer care representative at Teppermans acknowledged they should be using flooring mats to protect the floor. In addition to the damage, the floors were covered in mud from their dirty boots. CARR offered $400 due to the damage on the floors. I declined and they advised they would have someone come to our home and quote the damage. I received a follow up call a couple weeks later from CARR stating they were unable to find anyone to quote the flooring. They then offered $425 as a settlement for the repairs, which I declined. It then became my responsibility to take time out of my day to find someone to quote the damage. I had one company quote the repairs as $2100 plus the cost of the hardwood, trim and painting. CARR asked I send them this quote despite it not being a full quote. I did this with the understanding additional costs would be added. I was then able to get a more complete quote that covered everything with the exception of touch up painting (approx. $3100). I sent this to CARR. CARR contacted me and stated they would provide the $2100 amount. I advised again this was not a complete quote and directed them to the email with the quote for $3100. The CARR representative stated he would have to call me back. He returned my call about a week later stating they had approved $2100. I again advised this did not cover the full damages and declined. I was told I would receive a call back that date, which was July 15th, 2022. We did not receive a call back until July 27th, 2022. Again they offered $2100. We have been provided no explanation as to why they will not cover the full damage. I again declined and was told someone else would call me back shortly. I have yet to hear back. 

   

  In addition to the damage done to our home, the loaner fridge was damaged by the delivery people. They dropped it outside when they were bringing it into our home. I overheard them outside stating it does not matter as it is a loaner. During the delivery process they damaged the door sensor, which then would beep for hours on end as it thinks the freezer door is open. It will beep at all hours, waking me up in the middle of the night with constant beeping. We had a repair man attend our home to fix our new stove. When he was at our home the fridge was beeping. He kindly offered to see if he could disconnect the sensor, however he said it was too badly damaged. 

   

  Eventually we were advised our stove and dishwasher had arrived and we arranged delivery and set up. The delivery people delivered the appliances and then advised they do not set up gas stoves. While I understand that they did not have a license to do so, I purchased delivery and set up. At no time was I told they did not set up gas appliances and it was not on the fine print of the receipt. As a result, it was left in the middle of my kitchen for 5 days while I had guests over while I attempted to find a licensed gas fitter to install it. It is extremely misleading to sell ‘complete set up’ and leave an appliance in the middle of the kitchen. When I called Teppermans, the response was we do not do gas set up, however the representative appeared to lack understanding that I was sold a service that Teppermans does not offer. 

   

  After our stove was setup we noticed the burners were not working properly. We contacted Teppermans who directed us to call Kitchen Aid. Kitchen Aid sent a repair man who stated there was damage to the igniters. Another appointment was scheduled and they changed the igniters in two burners. The burners still do not work properly. Kitchen Aid sent out another repairman who is now hoping replacing the whole burners will fix the issue. We are waiting for that repair to be completed. I have significant concerns about purchasing a brand new $6000 stove that needs at least two repairs to work properly. I have concerns there will be ongoing issues and the warranty will eventually no longer be valid. New products that are defective should be replaced rather than have multiple repairs. 

   

  I went into Teppermans and spoke with a manager on July 15th, 2022. He spoke with me briefly, however he stated he was busy and requested I send an email with my concerns. An email was sent on the same date, he did not respond. 

   

  On July 20th our fridge was delivered and our floor was further damaged when the loaner fridge was removed by Teppermans employees. I emailed the manager about the damage and included photos, he did not respond.

   

  I went back into Teppermans to speak to the manager on July 25th. I was advised he had just left and a message would be left for him. He has not contacted me. I called and left a message for him on July 26th, 2022 and again have not received a response.

   

  Darren ****** 

  

  Business Response

  Date: 02/08/2022

  Hello!  We are very sorry for the experience you've had.  We do see that you have been in contact back and forth with the delivery manager and seems like there needs to be an agreement on the amount of the repair.  We are forwarding your information to the delivery manager and they will be in contact with you to discuss further.  Thank you!

  

  Business Response

  Date: 12/08/2022

  Hello!  This has been forwarded to the top customer care manager and they will be reviewing this file and will be reaching out to you to discuss further.  Thank you!

  Customer Answer

  Date: 14/08/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time. We have heard back from Teppermans and have made a plan to attempt to resolve the issue. 
  
  
  
  Sincerely,
  
  
  
  Darren ******