Complaints

This profile includes complaints for BrandsMart USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BrandsMart USA

  3200 SW 42nd St Fort Lauderdale, FL 33312-6813

  
• 

  BrandsMart USA

  821 SW Natura Blvd Deerfield Beach, FL 33441-3201

  
• 

  BrandsMart USA

  16051 S Dixie Hwy Miami, FL 33157-1888

  
• 

  BrandsMart USA

  4320 NW 167th St Miami, FL 33054-6002

  
• 

  BrandsMart USA

  5000 Motors Industrial Way Doraville, GA 30360

  

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:08/31/2022

  Type:Order 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.

  8/31/22 Due to bad communication and illegal collection practices of your brandsmart leasing hub. I have elected to return (3) out (4) agreements. However, just so that it is known ********* the general manager of the hub sent individuals to my home on August 23, 2022 to collect on agreement B00118900 an (apple watch and air pod pros) while I had an autopay arrangement that was set up for this merchandise August 27, 2022 by ******This matter was embarrassing and unjust. ********* had no admittance of this wrong. Additionally, he lied and said that he had been trying to call me for a week. I pulled my phone records and there were no incoming calls from any numbers associated with brandsmart. Furthermore, ********* released information in regards to my account to my ex-wife. Moreover, the only way that I was made aware of what he had done was by calling in to switch my card on file on 8/26/22 to be sure that Brandsmart Leasing was able to get the payment on Saturday morning as the prior agreements thats was paid on 8/6/22 B001189710-Massage Chair $330.20, 8/20/22 B0001189718 Macbook Pro $150.01. ******** also stated that ***** had set up the autopay incorrectly. However, that is an internal issue not my fault. In addition, that doesn't warrant you to pay a residential visit without contacting me if you have an issue or. I also asked ********* if he really called me on brandsmart business why didn't he leave a voicemail? ********* could not answer the question.********* has definitely violated collection laws. Moving on, I had nothing but negative exchanges between *******, and *********. Also, I requested a call from ****** who I was told is the real general manager over the hub. No phone call from her, however a rejection to edit addendums through an employee. On 8/30/22 I attempted to return (2)agreements to your Stockbridge location. Due to refusal of providing proper documentation in the addendum I did not sign the document nor return the (2) agreements.

  

  Business Response

  Date: 09/02/2022

  In regards to BBB ********************************* you for the opportunity to respond to the customers complaint. 

  The issue is being investigated. A response will be submitted in due course. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

   

• Initial Complaint

  Date:08/30/2022

  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.

  We purchased a kitchen appliance package from Brandsmart in 2017 and recently started having problems with the range. We contacted the warranty company and they have sent out **************** to fix the oven. The technician came and was going to change a part, but he broke the replacement part. He said his service center will call us to reschedule. The company did not call us and we had to call them to find out what was happening. They sent another tech after a week and half and the tech installing the part broke it again. They were going to send another technician today 08/30 and after 4 hours of waiting for them, we received a text that they are not coming because they have been denied by the warranty company. I called the warranty company and got hanged up on 2x until I had to ask for the supervisor. They have informed us that they are now sending a different company on Thursday to fix the range because they have not heard from the original contractor. Would there be a resolution or are they purposely delaying the service part until the warranty runs out?

  

  Business Response

  Date: 08/31/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. We have escalated the issue to upper management at Warrantech (the policy holder). They should contact within 48 hours with an update. 

  Any further issues or concerns, please direct them to my attention. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/27/2022

  Type:Delivery 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.

  Never buy from Bandsmart ***, they never respond to complaints, I bought a 75 television on 09/07/2022 and they delivered it to ********** and I could not install it until 1 month later and when I opened it the screen was game and on the screen where it was game it had the **** of the tapes that they put to tie the television in the truck, both the manager and the customer service people are the worst and treat customers badly, they do not look for solutions and the We never turned on or used the ** and we lost $700 that day we made a $3000 purchase but with us they lost a customer because I never go to their stores again, they really don't buy because they are going to lose their money.Jams le compren a Bandsmart ***, jams responden a los reclamos, compr el 07/09/2022 un televisor de 75 y me hicieron el delivery a ********** y no pude instalarlo si no hasta 1 mes despus y cuanfo lo abr la pantalla estaba ******* y en la pantalla donde estaba *********************** la marca de las cintas que ponen para amarrar el televisor en el *****, tanto el gerente como la gente de atencin al cliente son de lo peor y tratan mal a los clientes, no buscan soluciones y el televisor nunca lo prendimos ni utilizamos y perdimos 700$ ese da hicimos una compra de 3000$ pero con nosotros perdieron un cliente por que jams vuelvo a ir a sus tiendas, de verdad que no compren por qu van a perder su dinero.

  

  Business Response

  Date: 08/29/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. We have called the customer and left a message to contact us in reference to the issue. 

  Any further questions or concerns, please direct hem to my attention. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

   

• Initial Complaint

  Date:08/27/2022

  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.

  I purchased a Frigidaire Stainless Steel refrigerator online for delivery on 7/12/2021. I am still paying it off. I paid for an extended warranty. The rubber around the door is not sealing so condensation occurs. The outer doors are rusting and water continues to leak on my wood floors. I have called Brandsmart and they shuffle me around saying they dont have a record of my purchase! Yet I am still making payments. They transfer me to the factory but my factory warranty expired and Brandsmart extended warranty that I paid extra for says its only for mechanical issues. I think its unprofessional that they sell subpar items at high prices but dont back up items or acknowledge my purchase. They are rude when Ive called the local store and just transfer calls. Im stuck owing money on a leaky rusted refrigerator.

  

  Business Response

  Date: 08/29/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. We have escalated the issue to our ************************ to assist with the problem. Please allow 24 hours for contact. 

  Any further questions or concerns, please direct them to my attention. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/26/2022

  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.

  Purchased a refrigerator on 08/01/2022. They were supposed to call me with delivery. Called them 08/25/2022 for status. Was informed by customer service that the frig was discontinued. Management never called to inform me that the frig is no longer available. I cancelled the order. In addition, customer service tried to call the store and no one answers the phone. ****** was the customer service associate who told me the item was discontinued. I also spoke to her supervisor, ***** about the situation.Went to the store today to return an item, spoke to store manager. She informed me the refrigerator was still on back order and was not aware the item was discontinued. No apology or assistance from manager, associate or customer service. All showed lack of customer service satisfaction or courtesy. ****** from customer service hung up the phone when I told her I wanted to make a complaint. Very rude and uncaring. I want the cooperate office to be aware of this situation. I also had left a message for the store manager to call me yesterday, but I did not receive any call back. ***************************.

  

  Business Response

  Date: 08/29/2022

  In regards to BBB Case# ********

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. As noted the order was refunded, we have attempted to contact the customer to see if we can provide some assistance. We are awaiting the customer's call back.

  The unit is on backorder, not discontinued. Delays are still being caused by the pandemic and it is unfortunate that inventory levels are being replenished at a slower pace. 

  Any further questions or concerns, please feel free to contact me.

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

   

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17781720
  
  I am rejecting this response because: I'm the one who cancelled the order after I was told by ****** in customer service. I've waited one month with no call. I had to call. Also Brandsmart never called me. They are lying. Also,  I spoke to ***** the supervisor who cancelled the order per my request. I call ****** in customer service to file a complaint and she was rude and hung up on me. She needs to be reprimanded. Spoke to store manager,  a female, who was no help. Store needs to answer their phones. Even customer service called and no answer. Need compensation for stress and agitation. 

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

  

  Business Response

  Date: 08/31/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint.

  Again we apologize for the issue. We have attempted to reach the customer to possibly offer additional assistance. As stated before, the order was cancelled and refunded. If the customer wishes to reselect a different unit or wishes to wait for the arrival of the unit chosen, it must be repurchased. I will gladly attempt to contact the customer again and try to work out a satisfactory resolution if he chooses. 

  Any further questions or concerns, please direct them to my attention.

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 09/08/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  I purchased a 85inch ********** at Brandsmart located ***** US1 ***** on 8/19/2022.The sales guy stated to me I could use ***************** for delivery. On that same day late evening ***** delivered tv by a guy named ********. The box was completely sealed.Then I hired a ** installer via another company called Thumbtack & scheduled a date for installation for 8/23/22.When the guy connected my ** & plugged it in, it had a bunch of lines straight down on the right side of ********** all across the screen. We both was in shock; i called brandsmart customer svc asap; I complained about it, I got disconnected 4 times, only one agent answered &told me they cant do anything about it cause I didnt use their delivery person; I said but I was told I can use Bungi app.So the next day on Aug. 24, I went in person to speak to a Mngr I explained the problem with the *** I showed them a picture of the ** so they can see it. He took my receipt called the salesperson that sold me the tv & also another Mngr was present they went into a room-office they closed the door & told me to wait outside they were In there for long time then I see the salesman come out & he tells me to wait he was going to check the cameras, so I waited then they all come out & told me they saw the camera & the tv was checked before it left their store; & it was good condition. I said, did you see if ** was plugged in? cause you can only see the damage when the tv is plugged in and turned on with remote. He said yes. Then I said can I see the cameras where it shows that it was good? & the manager said no you cant see the camera, you are not allowed I said please let me see so I can confirm what you saw.He said no.Then **** told me you bought warranty call them & say while you were connecting HDMI cable, it got damaged, dont say it came like that cause they will not cover it. I refused & said thats lying,¬ true. Mngr blaming others maybe it was delivery or installer. Hes taking advantage of me.

  

  Business Response

  Date: 08/29/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint. 

  Brandsmart U.S.A. offers delivery and installation. The customer chose to use Bunji because they did not want to wait the 2 to 3 days through our delivery service. The customer was dealing with the General Manager of the location whom showed them the open, inspection of all TV's before they leave the loading dock. The TV's are inspected before leaving the dock to avoid situations like these. The customer also used a 3rd party to have it installed. It is unfortunate but Brandsmart ****** cannot be responsible for another party possibly damaging the Television. 

  Any further questions or concerns, please direct them to my attention. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17767296
  
  I am rejecting this response because:
  First of all, I was told and advised I could use Bungi for delivery.  We didnt speak about delivery dates or times at all.  Second; the installer was a professional person from a professional company, whom solely installs TVs for a living. So what Brandsmart managers are saying to me is, since I did not use their delivery service nor their installation service, Im stuck, Im screwed and therefore, Im being penalized because I didnt use their services and they wont replace it. They do not take my word about the tv arriving damaged and calling me Im a liar.  This is horrible customer service.   I can assure you and I can guarantee that Brandsmart did not check that TV.  That TV came damaged to my home. If it were checked thoroughly they would have seen the damaged when turned on.  Why dont they prove to me and show me their cameras that this tv was checked. Why cant I see the cameras? Why are they the only ones to view the cameras and not me? Im sure that their guys handling my tv there that evening did not check it properly as it was the end of the evening and close to 9 pm closing time.  Those guys are in a rush and want to leave. Those guys didnt check mine.  Also, How could the managers know if the installer damaged the tv? Were they at my home? Its very easy for them to blame others and accuse others.   I have been a loyal customer of ********************** for years and ** extremely disappointed in their actions with this matter.  I firmly believe they are trying to get away with this situation because I did not use their delivery nor their installation service so they purposely sold me a damaged tv because I purchased an expensive long term warranty. As one of their managers stated  I quote you purchased warranty call warranty and say you damaged it, so they can replace it.  I hear that from their manager and say whos the liar whos committing the fraud here. Of course they will not replace it look at the lie they want me to say and defraud my warranty *****  I refuse to lie and use my warranty when I and nor the installers did any damage to this tv.  This tv came damaged and you cannot see it until its turned on with the remote.  This ********** has cost me almost ******* and now its in my living room and I cannot view it.  Its just sitting there. What kind of business is Brandsmart running, how horrible it is to deal with such a business who doesnt support their customers and take for granted on this situation.  As soon as I saw the tv damaged like that, I was confident that me calling Brandsmart they would immediately take care of me, and replace it without a problem, not ignore me or accuse me of damaging a tv that has cost me alot of money and one that I was so eagerly and excited waiting for.  I am so sad and so disturbed and disappointed by this. Im a senior citizen who receives a pension only once a month and have to stretch and save a-lot to buy things.  I refuse to accept their response.  I want the tv replaced or my money refunded.  

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

• Initial Complaint

  Date:08/16/2022

  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.

  I, as treasurer of ********** F condominium,purchased a commercial dryer in mid July for approximately $1,100. Dryer delivered broken. *************** for Whirlpool Flamingo, cannot fix the machine. Two technicians and countless days of waiting for tech help and still sitting with a broken machine. Cant get help from Whirlpool. Literally exhausted all avenues. Requested refund. BrandsMart wanted to charge me a $50.00 removal fee.

  

  Business Response

  Date: 08/18/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint.

  We apologize for the issue, It is unfortunate that Whirlpool is not able to supply the necessary part (timer) to complete the repair of the unit. We have set up an exchange for the customer for Saturday *******. 

  The customer is aware that altering the coin amount to be taken by the machine is not part of our delivery service. Brandsmart USA service ***** is able to perform this service for ***** trip and ***** labor if the customer chooses tp want the service. 

  Any further questions or concerns, please direct them to my attention. 

  Yours truly,

  ***************************

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/15/2022

  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.

  On 10/18/18 I purchased a Washer/Dryer from Brandsmart for use at my restaurant. I asked if the 60 month warranty that I was purchasing would cover repairs since I was using it at a business. The salesman checked it out an assured me that it would be covered for commercial use. I paid an additional $80 for the commercial warranty upgrade. Subsequently, I have required service several times since purchasing the products and every single time I'm told that it is not covered for commercial use. Every time I have had to argue that it is covered an, ultimately, they agree that I am covered. Presently I require repair and after going through the same abuse I have been told a few minutes ago that Brandsmart will not honor the terms of the warranty. My original invoice# is ******* and the purchase date is 10/18/18. Furthermore, I was told the the terms of the warranty are: REPAIR OR REPLACE! I would greatly appreciate your assistance in this matter.Thank you,*******************

  

  Business Response

  Date: 08/17/2022

  In regards to BBB Case # ********

  Thank you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. We have escalated the issue to Warrantech in relation to the contract. We have been notified that the commercial agreement was corrected,  they have scheduled  service with Brandsmart ****** 

  Any further questions or concerns, please direct them to my attention. 

  Yours truly,

  ***********************;

  VP of Customer Operations

  ********************** ****** 

• Initial Complaint

  Date:08/12/2022

  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.

  Order Placed Jul 23, 2022 to BRANDSMART USA for a Frigidaire Regenerator. It was delivered a few days later and set up. After 2 days, no ice. Read reviews and many said same problem with the model and ice maker broke many times. I decided to return it for refund on Brandsmart's 30 return policy if not satisfied. very slow service on a return of a low rated and defective refrigerator. I had to make a service request to get a tech to verify it was defective.This call was made to (305)624-****. The agent spoke completely unintelligible English, but what I did get was she telling me to contact the manufacturer. I explained about the customer satisfaction policy of ********************** and that the refrigerator was only delivered defective a day before. When she rudely kept telling me to contact the manufacturer, I politely asked to speak to a supervisor and she then hung up on me. I called again and got another agent who told me it would be a few weeks to get a tech out, I told her it was emergency and she then set up the appointment for a few days later. Now days have past, the tech verified the product defective and it was picked up. Both delivery and pick up of the defective unit were great, no problems at all. Still No refund days later so I called customer service and the girl told me the information I got a day earlier about the refund being processed was wrong and it had not been processed.She assured me that she would now process it for the full purchase price $1,499.88 and that it would take a day to process. Now 8 days later, still no refund. I WILL NEVER BUY ANYTHING FROM THE STORE AGAIN!!!

  

  Business Response

  Date: 08/12/2022

  In regards to BBB Complaint 17707612

  Thank you for the opportunity to respond to the customers complaint.
  We apologize for the issue. We have been in contact with the customer and took care of the issue already. 

  Any further questions or concerns, please direct them to my attention.
  Yours truly,

  
  ***********************
  Customer Operations
  ********************** ****** 

  Customer Answer

  Date: 08/12/2022

   
  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. I sent the following message to *****************, the president of Brandsmart, but surprise, his email was sent back undeliverable....Hello Sir: I'm trying to get a message to Mr ************************ who finally after many calls to customer service effected my refund for a defective refrigerator that was picked up on the 4th of this month. This was after I was requested to have a tech visit my home to verify the product was indeed defective. That visit was finally effected, but only after a woman on the 444 line hung up on me because I requested to speak with a supervisor. Her English was so bad I could not understand her and instead of booking the appointment for the tech, she kept insisting I call the manufacturer. Even after I quoted to her the 30 day Brandsmart customer satisfaction guarantee. After she hung up on me, I called back and spoke with someone who made the appointment. The tech verified that the unit was defective and it was picked up 2 days later. After 2 days I made a  call to customer service where I was told the refund was going to be processed, after 5 days seeing no refund on my Chase account I called again and was told nothing was done, after that 2nd call, again,  nothing was done, as reported by Mislady on the 3rd call to the **** customer service line today, Aug 12th. Mislady assured me that she sent the refund over to accounting, but after twice being told the same thing, my trust in these people had evaporated. I luckily got in touch with *************** at the **** number who was nice enough to process my refund immediately and as we speak, ********** has already shown it as pending. While I am grateful to *************** and I hope you give him an "attaboy", it is unfortunate that your company puts what could be a good customer through all this stress. Needless to say, I will not be doing business with Brandsmart in the future even though I love your theme song and I will encourage everyone I talk to, to do the same. Thanks for reading and I hope you can get your companies horrible customer service under control.   All the best, 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2022

  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.

  I purchased a dryer washer set about 1 year ago with extended warranty and they installed it for me. I am currently having issues with the dryer actually not fully drying properly. I called them and I was told to contact ******* because it was just days from being 1 year. So I did that them they came and told me the issue was because the vent tube was too long and it would need to be replaced. Brandsmart installed the dryer with their own tube kit and so I decided to call them back to give them the findings and I was told to deal with it over the phone because the tube is not under warranty even though they had their professionals lnstall it with their Brandsmart kit. Now they don't want to come fix it. I was told on the phone to deal with it and to grab a wire cutter and fix it myself. After paying thousands of dollars on appliances and warranties and now they dont answer and i am still under warranty with them. They had also damaged my frame the day of delivery of the washer and dryer and refrigerator. I contact them and they never came to address the issue. I am tired of them doing this to people. They have so many bad reviews on ****** and now I see why.

  

  Business Response

  Date: 08/11/2022

  In regards to BBB ********************************* you for the opportunity to respond to the customers complaint. 

  We apologize for the issue. At this time our **************** team in the ********* location have set up a service appointment to replace the vent on 8-14-22. 

  Any further questions or concerns, please direct them to my attention.

  Yours truly,

  Phil Lieberman 

  VP of Customer Operations

  ********************** ******