Complaints

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

close

Find a Location

Spencer's TV & Appliance has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
• 

  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  
• 

  Spencer's TV & Appliance

  13800 W Mcdowell Rd Goodyear, AZ 85395-2637

  
• 

  Spencer's TV & Appliance

  13820 N Tatum Blvd Phoenix, AZ 85032-5534

  
• 

  Spencer's TV & Appliance

  2711 S San Tan Village Pkwy Gilbert, AZ 85295-0712

  

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:06/03/2025

  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.

  03/24 I bought a washing Machine and took it to ******. We used it maybe 10 times. Yes it was at 13 months. The control board burnt. Maytag washer. Since it was in ****** I hired a repair person there. He showed me the burnt board. I was told by a May tag repair person that these boards had issues and they should replace the entire washer due to safety. Not sure if that is true. I have talked with both Maytag and ********* and was told sorry you're on your own. I think this is wrong. Also, I never received the $100.00 rebate that was a special. Once again ********* says sorry not our problem. Call the rebate company. Not even sure who they are. I bought this from ********* not a rebate company or May Tag. Thank you

  

  Business Response

  Date: 06/05/2025

  This washing machine is beyond the one year manufacturers warranty, so it is no longer covered by ******. Contrary to the customers assertion that ********************** was not helpful, we were able to get the manufacturer to agree to a concession that would cover the repair, but during the approval process Maytag found notes that the customer told them he removed the part himself.This action voids the warranty entirely, and unfortunately the manufacturer declined to perform the repair outside of warranty at that point. To make things even more difficult, the machine was taken outside of *****************,and the warranty does not cover repair work in other countries. Spencers did make attempts to help this customer, but due to his actions removing the part and taking the appliance to ******, any and all warranty coverage from the manufacturer has been voided. Spencers does not take back, refund, or replace appliances in lieu of the manufacturers warranty process, so at this point our recommendation would be for the customer to call Maytag directly if they wish to continue to pursue a repair.

• Initial Complaint

  Date:05/27/2025

  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.

  I bought a fridge in april of 2024 with a warrenty. I was told it was a total warrenty and it covered fridge top to bottom. When i contacted the salesman about the broken freezer shelf he lied and said he never told us top to bottom and ****.warrenty means 4 years not every part. I emailed him back and then he said if it broke it was mis use. The ************** has a class action suit against them for shoody shelf and drawer issues and manufacturing defects. I only stored ice cream in the shelf. I felt mislead and lied to. I was actually looking at a different fridge when the salesman kept steering us toward this one.

  

  Business Response

  Date: 05/28/2025

  We apologize that the shelf in this customers freezer has broken, however ********************** warranties only cover defects in operation for the entire appliance, never physical damage to parts or the appliance itself. The shelves inside of this refrigerator are made of glass, and have no moving parts. From our experience they dont break on their own. The shelves have been performing fine inside this refrigerator for a little over a year now, and shelves dont wear out, or break down over time. The only thing that would break a glass shelf inside a freezer would be a physical impact of some kind, and for that reason,it is not covered under any warranty program. Replacement shelves can be purchased at several different places in person and online, and they can be easily installed by the customer. 

• Initial Complaint

  Date:05/17/2025

  Type:Sales and Advertising 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.

  Brand new Electrolux dryer has a bad drum assembly and/or belts. On first time use dryer was making banging and squeaking sounds. Spencers refused to replace the faulty appliance saying they will repair only. This is a brand new unit. I did not purchase used or as is. The customer service has been terrible on this. Very disappointed with Spencers TV and appliance. This appliance should have been replaced immediately. Yet it sits here waiting for repair parts only.

  

  Business Response

  Date: 05/27/2025

  This customer had their dryer serviced on 5/23 and it is now working to manufacturer specs. We hope that the customer doesnt need any other repairs in the future, but if so, we will be there to assist. 

  Customer Answer

  Date: 05/29/2025

  I do not agree with Spencers decision to not have immediately replaced the faulty dryer. If purchased as is or used I would totally understand.  However first time use of a brand new appliance should not already need parts to be replaced.  It took a couple of weeks but they did have the brand new dryer repaired. I have talked to at least 25 people about it and every single person says a brand new unit should have been replaced. All I can do at this point is alert others to their practices.  I would like the complaint to stand on record as unresolved only because appropriate action was not taken for the consumer.  

  

  Business Response

  Date: 05/30/2025

  We are sorry that your complaint has not been resolved to your satisfaction, but the manufacturers warranty begins on the very first day that the appliance is installed, and this is standard across the appliance industry.All new appliances come with a one year manufacturers warranty, and repairs can sometimes be necessary early in that warranty period. Had this dryer arrived to your home and not fired up, it would have been replaced,but in the rare cases where we have minor issues like your dryer experienced,they are addressed with service, not replacement. We do hope that your dryer runs flawlessly from here on out, though if anything comes up please let us know so we can have it addressed. 

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair 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.

  ****** stopped working within one year purchase. No repair time scheduled as of 4//26/2025 Purchased ************** set 4/24/2024. ****** no longer worked & filed repair order on 4/11/2025 with **************** warranty repair. Repair person showed 4/18/2025. Told that they needed to order new electrical panel. Mind you this WASHER IS LESS THAN ONE YEAR OLD Now going into 3rd week with no washer. Calls to store have me calling repair number and repair people let me know they'll contact me when I'm on their schedule. Need to do our laundry....

  

  Business Response

  Date: 04/30/2025

  We are sorry to hear that your washer needs service. This can happen to any appliance, even in the first year, which is why new appliances come with one year parts and labor warranties from the manufacturer.Some parts orders can take a little more time to come in with everything going on in the world at the moment, but as soon as we have the parts, the service company will contact the customer to schedule that repair. The warranty on the appliance is a service and repair warranty, not a replacement warranty, and Spencers does not exchange appliances in lieu of the service warranty.  

  Customer Answer

  Date: 05/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  On May 1, 2025, ***** with Best Appliance Repair arrived and replaced the board on the washer.  

  Thank you to ***** at ****************** and ***** at Best Appliance. They're initiative and professionalism got this repair completed.
  
  Regards,
  
  ***** *****
  
   

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  I purchased a Lemon Dryer from Spensers. From day one It was making noises and wouldnt work Properly. Spencers refused to send me a new dryer. It has been serviced 4 times with new parts being ordered and replace. Who sells new products that need new parts! They said I had to deal with ********** . They washed their hands and refused to do anything. I want to warn people not To purchase anything from them. They do not stand behind their products and have absolutely no *****************

  

  Business Response

  Date: 05/01/2025

  The service company has this customer on the schedule to complete their repair, and we do hope that they can get back to doing laundry as normal. We are sorry that this appliance needed service so quickly, and we hope that this upcoming visit remedies the situation.  

  Customer Answer

  Date: 05/01/2025

  They refuse to acknowledge that the dryer they sold me is a lemon from the very first day I received it. They have replaced several parts 4 different times. There is no customer service from **********************. I want them to acknowledge that they need to give me a new dryer, period! 

  

  Business Response

  Date: 05/08/2025

  This dryer was purchased in April of 2023, and the first service call was in July of 2023, for a thumping sound, which was repaired under the manufacturers warranty. The next service call, nearly two years later, happened in March of 2025 and a belt was replaced under the extended warranty. The most recent appointment was completed in April of 2025, where a blower, wheels and roller were replaced. The warranty for this machine is a service first warranty, not a replacement warranty, and three completed service calls in a span of longer than two years does not make the product a lemon. We know that it is not convenient for a high use appliance like a dryer to need repair, especially a couple repairs spaced closely together, but thankfully the customer has the extended warranty which covers the machine until April 5 of 2027. If a failure of the machine occurs in that time that is not able to be repaired, the machine would be eligible for replacement under the terms of the extended warranty. However, at this point the issues that are coming up are all noise related, easily repaired, and thankfully covered under the extended warranty.Spencers does not replace or refund appliances in lieu of the warranty process. 

• Initial Complaint

  Date:04/18/2025

  Type:Product 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.

  FEBRUARY ******* AT 6.03 PMUMST WHIRLPOOL RANGE WFES5030RZ;DELIVERED ON 02/08/2025 AND BURNER TOP IS DEFECTIVE. INFORMED SPENCERS ON 02/09/2025.SOLD THE **** BY **** *****. CONTACTED **** AT LEAST TEN TIMES SINCE THEN WHO HAS ARRANGED INSPECTION WITHIN ONE WEEK AND LATER CONFIRMED THAT IT WILL BE REPLACED.EVEN WHIRLPOOL CALLED TO REPLACE IT BUT SINCE THEN **** GOT BUSY DID NOT ANSWER OUR PHONE CALLS OR REPLIES TO OUR EMAILS. DURING VISITS HE WAS BUSY WITH DIFFERENT CUSTOMERS. ITS MORE THAN TWO MONTHS NOW SO I WANT TO PLACE THE MATTER TO THE CHIEF EXECUTIVE AND BBB TO INFORM FUTURE WOULD BE CUSTOMERS TO THINK IT TWICE BEFORE VISTING SUCH ORGANISATION TO ATTRACT UNNECESSARY TROUBLES. ** HAD A MIND TO HAVE WATER SOFTNER FROM SPENCERS BUT SUCH TREATMENTS AND UNPROFFESSIONAL APPROACH TO HARASS ITS CUSTOMERS HAS SOME DETRIMENTAL EFFECTS ON THE STORE AND ITS PEOPLES.. ANY SUCH FALSE ASSURANCES FROM A PERSON HOLDING SOME RANK IN THE ORGANIZATION IS TOTALLY UNACCEPTABLE AND ITS SOME SORTS OF CANCEROUS CELLS IN THE BODY WHICH WOULD HAVE BEEN AMPUTED WAY BACK.. UNDER SEPARATE COVER I AM APPROACHING THE MANUFACTURERS AS WELL AS SOCIAL MEDIA TO SPREAD THE NEWS OF HARASSMENTS AS WELL AS OUR DISPLEASURES OF TREATING A CUSTOMER WHO HAS PAID MONEY FOR A PRODUCT FOR USE AND NOT AS A CHARITY..

  

  Business Response

  Date: 04/30/2025

  This customer has a minor cosmetic defect on the cooktop,and a replacement cooktop has been ordered. Parts orders can take a little time, but thankfully the customer has full use of their range while the part is on the way. The range is completely functional, including the cooking surface,and once that replacement part arrives, the servicer will call the customer to schedule the repair. ********************** does not exchange appliances for cosmetic defects, especially in cases where the appliance is fully functional. We do hope that the part arrives soon, and we will contact the customer as soon as it does. 

  Customer Answer

  Date: 05/01/2025

  Hello,

  To me the attitude of the Business and its employees  , being a person designated as Project Manager of the  specific  Branch of ********* Appliances  is not acceptable to both of us.

  They are now  want to explain it as minor defects but if it is negligible issue then why it is taking roughly three  months  to resolve to arrange for the Replaced Cook top. I don't know whether Whirlpool has designated someone from Spencers to redesign and manufacture the Item from **********; and the Gentleman  to bye some time avoids to pick up Phones or physically tries to avoid  dealing with both of us  as We have tried our best to visit multiple times with handful of messages thr. cell phones but even today after We went to resolve thr BBB , We were never been contacted from Spencers specific Branch or its Corporate House.

  The Customer pays for  the Product  to be happy and its required for Household use and NOT for harassments. If a Manager of any Organization  behaves in such a manner ( Before getting the Business , even assures to have it replaced from his own funds if anything wrong and *********** refuses to deal with it )  and such an attitude and motive will vouch for as if the Customers are bunch of idiots.

  If a part of the Oven takes such a longtime  to be replaced , as  at present even approaching BBB its nearing three months and only God knows whether it will ever be replaced and also Public should know that whatever be the reason , minor or ****** We paid the Money as per list three months back and no one from Spencer's  has obliged us with any help , so as and when its available  should be taken seriously for future Customers  and think it twice  to purchase harassments  with any merchandize from Spencer's TV and Appliances from this particular Branch. By a separate letter I am informing Whirlpools Corporate House also  as it will also affect their reputations in the market

   

  

  Business Response

  Date: 05/01/2025

  Whirlpool reached out to Spencers to exchange the cooktop for the customer since they were not able to send the needed part in a timely manner. As the owner of the warranty on the appliance, the manufacturer has the final decision on when an appliance will be replaced under that warranty, and thankfully ********* has agreed to replace this unit for the customer. The customer has already been informed, and the replacement is scheduled for 5/2/2025. 

  Customer Answer

  Date: 05/06/2025

  
  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,
  

  Thanks
  Mrs ***** ****

  Hello,, It's to be clearly stated that a REPLACEMENT  has been received  from the Whirlpool. Now about the satisfaction  with the whole episode faced by us  during our first visits to Spencer's TV and Appliances was not very much cordial and acceptable to us as well as to my friends and colleagues as well as Family members. So We do not feel to visit the Store as well as different outlets in future to attract further troubles . Personally I hate to resolve any matter through Court or any sorts of ********************* as personally both of us believe that It's hard to  find one Customer who can believe in your Products or Services  offered to them but very easy to loose One , which never takes any good efforts to loose the Goodwill on its products or the Services offered  by the Business. It's more pathetic when a Senior Manager behaves in such a way which are quite detrimental to  the Goodwill of the concern as well as its future growth..

  We do appreciate Whirlpool for their kind gestures . 

  
   

  
  

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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.

  I purchased my washer and dryer June of 2022 and as of recently my washer has been giving out. Best Appliance has been out 5 times already and they cannot make a permanent fix. It is VERY aggravating when you have a warranty and they company CANNOT fix the issue. They have literally replaced everything from the motherboard, sensors, and etc. I cannot take this anymore and I am ready to reach out to my cousin who works for an exceptionally large news station here in **. I want my washer replaced and or given a credit and then I also want an additional discount if you want me to proceed with making this purchase and any other purchases from you guys. What is unfortunate, is that I always highly recommend you all to anyone who ever ask or brings up they are needing a new appliance. I can give you all a list of names of people who purchased from you guys because of my recommendation. I want an immediate response and FINAL resolution ASAP since I am once again out of a washer and have 3 loads of laundry that I need to do still.

  

  Business Response

  Date: 02/28/2025

  After reaching out to the service center about this customers washing machine, they informed us that they were already working on replacing it with the customer. The extended warranty company is legally allowed to make repair attempts in order to satisfy the terms of the warranty, and Spencers does not take back, refund, or exchange appliances in lieu of the warranty process, be that through the manufacturer or through a purchased extended warranty. We are glad to hear that the warranty company has reached the threshold for exchanging the unit, and we do hope that the new machine performs as the customer expects.  

  Customer Answer

  Date: 02/28/2025

  
  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

  Date:02/06/2025

  Type:Service or Repair 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.

  On Jan 6, 2025- My friends son accompanied us with the exact measurements for a new microwave for myself as a gift since I had a broken wrist and could not cook. On Jan. 13th, the microwave was delivered and installed but the door did not open. I heard the salesman tell the installer that I might need a different brand microwave but he would call me. He never did! I paid an additional $54 for the same size microwave that I had for 20 years (also installed by Spencers) ******* told my friend who purchased the microwave as a gift that she would have to purchase a new bump kit and pay to have it installed. She paid the additional amount making her total over $500. I ALREADY had a bump kit on my wall for the new microwave but the installer took it with him when he removed the microwave that did not fit. Another neighbor had a salesman she used at Spencers that she trusts, so she called him and he text me and responded that he would work on getting the model ordered. That was Jan. 17 . He said he would call me when he had a confirmation that the correct microwave had been ordered but I never heard from him again. On Feb. 3, another neighbor, who is a mediator, called Spencers to ask what is taking more than a month to get the new microwave. The person on phone said it was there and they could deliver it the next day. ******* did return her phone call so she asked him if the amount for the bump kit could refunded as I had one in my wall and their installer took it with him. He said he would speak to manager and call her back. He never did. We all are disappointed in the way this sale was mishandled and the lack of communication. ******* said there was a miscommunication about the depth of my cabinets but we had them written down for him. The young man with us made certain that we had all the information necessary to make this an easy sale, including the model number Spencers had several opportunities to make this right and honest.

  

  Business Response

  Date: 02/14/2025

  This issue has been resolved with the customer and they are satisfied with the resolution. 

  Thank you. 

  Customer Answer

  Date: 02/18/2025

  I received a call from ***** at Spencers who respectfully refunded the $157 to my friend for the bumper kit. 

  Thank you very much for resolving this issue so quickly. 

  Sincerely, 

  *****  Ryan 

  
  
   
  

• Initial Complaint

  Date:02/05/2025

  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.

  I was at ********* on January 6th 2025 I was looking to buy a refrigerator, salesman took me to the back of the store where there wasn't a whole lot of light, he showed me a refrigerator back there and I decided to go ahead and buy it so I paid $584 for this refrigerator and that included the delivery fee so the fridge gets delivered to my house and right away I noticed that the bottom of the fridge is all cracked and broke and it was a missing a bin on the inside of the refrigerator side not the freezer side, delivery driver said he would bring those items back out to me and get it fixed for me he never hooked up my water line either for the ice machine like he was supposed to I asked him why the refrigerator was so yellow inside he didn't bother give me a response to that before he took off I called the store several times to get this refrigerator issue fixed and no one has bothered to show up or call me back so I did finally get through to someone and they gave me a time that they were going to come out and just pick the refrigerator up cuz I told him I had to buy one somewhere else I couldn't wait this long without having something at the house here so I was given three different times for them to pick it up they haven't showed up on any of the time frames that were given to me. Here the refrigerator still sits. I don't have my money back from them yet now they're telling me they're not going to give me my money back I just want the public to know about this place called Spencer's TV and appliances they're not very truthful and they don't keep true to their promises and they won't give you your money back thank you

  

  Business Response

  Date: 02/06/2025

  This refrigerator was purchased in as-is condition, and selected in person by the customer. When it was delivered, the drivers took pictures of the refrigerator with the doors open, and there are no missing shelves or bins. The customers water line was laying on the ground, with the end pinched together with a pair of locking pliers, and unfortunately that is not to code, and our drivers cannot connect to a water line in that condition. Looking at the pictures that the drivers took on the day of delivery, the interior plastic does not appear to have any yellowing, though that is normal to see as refrigerator plastic ages. There is nothing wrong with the operation or the condition of the refrigerator, and the non-connection to the water line is because the customer must get that water line repaired and to code before we can connect, which we will once the customer makes the necessary repairs to their home. Spencers does not take back as-is appliances due to the customer changing their mind after the sale. This refrigerator was selected in person, delivered in the same condition that it was selected (with all bins, and shelves inside) and installed as far as possible to code. For these reasons, Spencers cannot take back,refund, or exchange this refrigerator. 

• Initial Complaint

  Date:02/05/2025

  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.

  ********* appliances replaced my water heater 5 years ago. That was a fiasco they ordered the wrong size and then they came to install it and it wouldn't fit and then they had to order another one and apparently it got stolen off a truck so when they got here they didn't have it and they finally delivered and installed after two and a half weeks. Now, admittedly 5 years later, I am attempting to drain my water heater to get rid of calcium buildup. I was able to turn the water main to off but it was very difficult and prior to me draining it I wanted to make sure that I could turn it back on. It is now really stuck in the off position. I called ********* and they said yes this can happen. Sometimes they need to use a hammer but it can break. I asked if they could send somebody out to replace the water valve. She said she wasn't sure if they could do that because I didn't have an inground drain. I live next to the ************************* and there's a wash that runs behind my house! You just run a hose!! I said I would do that myself I just need somebody to replace the water main valve because as far as I'm concerned they installed it with the inability to switch it on or off. There is no leak or calcification where the valve is. My only assumption as an educated adult is that it was installed like this intentionally or negligently. The service company then told me that they didn't have anybody to send out in the next two weeks!!! I hung up the phone. This is an exemplification of every service industry in this city. Everybody is happy to take your money but when something happens they don't have time to maintain it fix it or help you. I find it disgusting and reprehensible. I would like ********* to send somebody out as soon as possible to fix this. In the meantime I will attempt to turn the water back on and will not attempt to drain it until I can get this resolved. This should not be happening in the first place.

  

  Business Response

  Date: 02/06/2025

  We are sorry to hear that you are having trouble with your water main. Water valves are designed to be turned, and after some time they do wear out. Household plumbing that is used as designed during the course of an installation is not the responsibility of Spencers to repair or replace. If the water heater installers used that valve, they were successfully able to turn it off and on to perform the service, and your water has been working just fine since. Now, five years later you turned the valve yourself and it broke when you turned it. Neither your actions today or the actions of the installers five years ago were acts of negligence, you both turned that valve as it was designed to operate. Its simply a valve that wears out over time, and it sounds like this valve may have reached the end of its usable life. We recommend seeking out a professional to evaluate that valve.