Complaints

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:11/12/2023

  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.

  Hawkins was to send a repair person to address my stove top. They said that a person would call at 8:00am to advise me when the repairman would arrive. I received no call. They are saying that I owe $50 for cancelling with no notice. I did not cancel. No one called that morning. I have both a cell phone and land line. No call was received on the cell phone. The land line shows a call was received at 11:44am. No message was left, so I was unaware of the call until I researched it. (Hawkins confirmed that they never leave messages, which makes no sense to me.) If anyone cancelled with no notice, it was Hawkins.
  Records for both my land line and cell phone are available. A copy of the email I sent to them, confirming my telephone conversation with their rep, is included. Apparently their repair person said he called. He didn't. And that is provable.

  

  Business Response

  Date: 11/13/2023

  Please see attached documentations regarding this claim.

  Customer Answer

  Date: 11/22/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The attachments from my cell phone show that no call was made to that number at 0800 or thereabouts on 10/7/2023.  My land line shows the same, although I cannot get a picture.  I will contact Verizon and ask if they can provide documentation.  You can also see that Hawkins did have my correct number, as the photo confirms the phone call made at 11:44am.  That is the call where no message was left, so I assumed it was a scam call.  I was home at the time, recovering from surgery, so I did hear that call.  But there was NO call earlier in the day, as you can see.  The technician may have dialed a wrong number, I cannot say.  If he truly called the correct numbers, that should be shown on his cell phone under Recent Calls on November 7.  Please ask for a screen shot of his recent calls for that day.  Neither my cell phone nor landline number will be there, I am sure.Honest errors happen.  I do not want to be penalized for it, however.
  Regards,
  Complaint ID: 20861268
   
  
  
  
   

  

  Business Response

  Date: 12/06/2023

  On the morning of the service calls our technicians use our land lines to phone customers.   Sometimes when these calls come through they are not always identified as Hawkins & Sons.    We have six incoming lines and they could have been any one of them calling her phone #.   I am sorry if you did not receive the message but if you have the ability to check the phone #'s we use are 302 998-1010, 302 998-5587, 302 998-5160, 999-9458, 999-9687, 999-9504. 

  Perhaps it came up and looked like a spam call.   Our techs make sure they call, and again check with the office before cancelling a call to see if we had a response after they left the store in the morning. I am sorry this occurred, but the customer did not have a service call scheduled out a month to the date later. 

   

   

• Initial Complaint

  Date:09/25/2023

  Type:Billing 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 am the owner/landlord of a home located at *** ***** **** ******* *********** ** ****** Recently my tenant informed me of bugs coming into the home after new neighbors moving in on either side of her about a month ago. As a result, I paid for multiple bug treatments by a professional exterminator, with the first occurring Thursday, September 21st and two more to follow.
  
  In addition, since the trim was giving away on the refrigerator, allowing bugs to get in, I purchased a refrigerator from Hawkins & Sons Appliances located at *** *** ***** ******** ** ***** *************. The refrigerator was scheduled to be delivered on Monday, September 25th. Despite paying for delivery hauling of the old refrigerator, I was informed by *** Lohinetz from Hawkins & Sons that are unwilling to deliver new refrigerator and or take the existing refrigerator because there are roaches in the home. Therefore, I asked ***, I understand that you are unwilling to haul away the existing refrigerator, but you are even unwilling to deliver any appliance to this home because you see bugs in the home. I then asked despite your business being located in Delaware, do you decline to deliver to inner city homes in Wilmington, DE for various reasons, in which he respond yes.
  
  This is obvious discrimatory and unjust actions by Hawkins & Sons. Having grown up in an inner rowhome in Philadelphia, I know there is only so much you can do to prevent bugs and even then, they made never be completely gone. However, for a paid business located in Delaware to choose to not deliver certain to residents in a particular community because of unfortunate living circumstances that does not affect the delivery person’s safety is unforgivable.
  
  This is something that should be addressed with Hawkins & Sons since they call their home in Delaware. No residents in inner city Wilmington should be treated in this manner.
  
  I have supporting documentation if needed.
  
  Thanks so much for your time and assistance.

  

  Business Response

  Date: 09/26/2023

  Hello and I have attached a copy of the sales ticket for which we lost a sale for $775.00 due to the situation with roaches.    Our delivery installers load their trucks with an entire day's worth of work for many customers.    We have new appliances being delivered to other homes.    Our philosophy at Hawkins has always been that if our installers arrive and the home is infested with roaches or any other unsanitary or cluttered environment that hampers our work being performed, they are to refuse to do the job.    We cannot take the risk of transferring these roaches on to other customers, waiting for their appliances to be delivered that are on our trucks. We have to think of all of our customers.     

  We did again reinforce the fact that if the problem was corrected we would be happy to return at a later date.

  Thank you

   

   

   

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20653175

  
   
  

  
  
  

  Per the reponse from Hawkins & Sons, it is indicated that they would be willing to deliver the refrigerator at a later date once the bug issue was resolved, which is completely false.  I specifically asked Dan ******** if they would be simply deliver any applicances at that residence without taking an existing appliance back with him and he said.  I also explained that 1 of 3 extermination treatments had been completed at the home, which the remaining treatments occuring on a weekly basis.  Mr. ********, continued to indicate that they would be unwilling to deliver an appliance to this residence.  I also spoke to directly to the delivery person, who went on to say the residence was "flagged".  Basically, Hawkins & Sons and was unwilling to assist me in purchasing an appliance for this home regardless of the circumanstances.  

  A copy of the extermination invoice is once again attached.

  Thanks

   

   

  
  

   

  

  Business Response

  Date: 10/20/2023

  What we do internally if a situation exists in a customers home with bug or rodent infestations, is we flag this account.   This way if the customer calls us for service or purchasing an appliance for this location, we are aware of a previous issue that hampered delivery or service of such products.    This allows the person to question the customer as to whether or not this problem has been fully resolved to our satisfaction so we can proceed with a sale or service.  

  We do not refuse to do said work, unless we get to the customers residence and the problem still exists.   Again our biggest issue is we cannot bring products back or put products in a home where there is an infestation, as it can cause malfunction of said products and then require our service.   We will not service a product where this is the case.   We also cannot bring back any products that has an infestation in a product for fear it will spread to our other products in the truck that belong to other customers. 

  thank you.