Complaints

This profile includes complaints for Bill Smith Appliances & Electronics's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bill Smith Appliances & Electronics

  1651 Fowler St Fort Myers, FL 33901-2927

• 

  Bill Smith Appliances & Electronics

  2134 Del Prado Blvd S Cape Coral, FL 33990-4683

• 

  Bill Smith Appliances & Electronics

  1700 Tamiami Trl STE B2 Port Charlotte, FL 33948-1048

• 

  Bill Smith Appliances & Electronics

  3251 Woods Edge Pkwy Bonita Springs, FL 34134-1309

• 

  Bill Smith Appliances & Electronics

  816 Bald Eagle Dr Marco Island, FL 34145-2543

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:05/05/2025

  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.

   
  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,
  
  ******* *****vailable. I now have an appointment for 5/22...53 days after having the original evaluation...for which I waited two weeks. Bill Smith's service is abysmal! I am so dismayed that I bought Bill Smith extended warranties on all 6 appliances I have purchased this year. A warranty is useless unless effectively honored.

  Business Response

  Date: 05/05/2025

  We apologize for the communication failures outlined in this complaint.  ********************** contacted Mrs. ***** today and scheduled our technician to return to her home tomorrow.  During this conversation it was discussed that Mrs. ***** does not have any time restrictions for our arrival tomorrow, May 6th.  Thank you, ******* *******, VP

• Initial Complaint

  Date:04/04/2025

  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.

   
  Complaint: 23156125
  
  I am rejecting this response because:

  Bill Smith response it the *** should be no more than **************************************** it will shut down.  I contacted the manufacturer's customer service for  BustProtect today at 11:35am and customer service reviewed my model number **************** Ice Maker Connector and stated that it would shut down at 125 ***.  ************** website with my specific model number states the same.  As in their repose, you see the numerous times we have called, they delays in repairs and and that we have been having problems since installation. I stand by my original complaint that the ice maker is defective and we should have a replacement.  
  
  Sincerely,
  
  **** ****

  ve to take to their repair shop. On 3/24/25 they picked up the ice maker (this is the 1st time they have actually taken it and the ice maker has been shut off since 3/4/25. ) We have called numerous times to get and update, and no one can tell us what is going on. We have stopped by their showroom in ************** where we purchased it several times and spoke to the salesperson who sold it ****** ********* and was told there is nothing he can do and we have to work with service. When we call service (and have multiple times throughout this ordeal) we are told that we have to work with sales. We believe that the ice maker is a lemon and that it has had problems since installation. We have asked for a new unit and have been told by sales there is nothing he can do. Service has no updates and we don't have an icemaker. We called their corporate headquarters to discuss with customer relations, was told they don't have one and have left a message with the Service Manager.

  Business Response

  Date: 04/17/2025

  I want to begin by expressing that when a product which we have sold and installed does not perform, we take the issue seriously and work to determine the cause of the issue as quickly as possible. 

  The initial call for service came to us at 8:30am on 11.04.2025. We had scheduled the appointment for 11.11.2025, then management reviewed the age of the unit and moved the appointment to 11.05.2025.

  During that appointment our technician determined that an in*shop evaluation was necessary, yet when he returned on 11.07.2025 to pick up the unit (due to space constraints within our service vans, appliance dollies are not carried daily) our technician analyzed the waterline used by our installer and found that a BurstProtect waterline had been used.  The video that the technician was watching (as referenced by our customer) was a technical description of the BurstProtect waterline.  In addition, our technician at no time stated that the installation was performed incorrectly, as also referenced by our customer.

  This waterline is designed to sense when a waterline or product has failed, and water is running at pressures greater than the typical supply pressure to the appliance. When that happens, the BurstProtect waterline senses the higher pressure and halts the flow of water to avoid water damage.  Our technician found that the BurstProtect device had been activated, causing the icemaker to shut down. 

  Our technician reset the BurstProtect waterline by disconnecting the BurstProtect waterline to reset it, reconnecting that to the home water supply, and slowly turning on the water to the icemaker.  He tested the icemaker and verified that it filled and began to cycle as designed.

  This process was explained to the customer, and we heard nothing more about the icemaker for 4 months until 03.04.2025, when the customer advised that the icemaker had stopped working again. Due to peak end of season service demands we must prioritize scheduling of our 12 service technicians, with refrigeration and laundry taking precedence over dishwashers and icemakers.

  I deeply regret that this led to a 10*day delay for us to return on 03.14.2025 to evaluate the unit for product defects, and another 11 days to pick up the unit and its BurstProtect waterline for in*shop testing.  I apologize to our customer for this extended delay.  Note that the reason that both the unit and its BurstProtect waterline were picked up was to replicate the use of the product and determine how the product and BurstProtect waterline operate in our 50 work station service shop.

  On 04.01.2025, 04.03.2025, and 04.04.2025 our customer called into our service division for updates on repair status.  The product was on*test in our shop, and the customer was growing more upset by the day. On 04.03.2025 he asked to speak with a Manager. (To the statement that our company does not have a customer relations department, every member of our staff is a part of customer relations.  There is not an office in which one or more people sit to address the processes that are being handled by service, sales, or delivery.  There are, as expected, department heads who oversee the processes of each.)

  On 04.04.2025 our **************** Manager contacted the customer just before ****** and apologized for her call being delayed by a day.  As evidenced by the information above, we document every process within our company, and below in CAPS (that's the format in which the system stores the data) are the notes that our **************** Manager input following that call (T50 is our Lead Technician, and he was the one assigned to the customer's icemaker while in the shop. T45 is a senior road technician and the one who has been to the home each time. I/M is shorthand for icemaker.):

  040425 CLD TT ** TO ADVISE THAT I REC'D HIS MESSAGE YESTERDAY AND APOLOGIZED FOR NOT GETTING BACK TO HIM. ADVISED THAT THE I/M HAS BEEN ON TEST SINCE IT ARRIVED AND IS WORKING AS DESIGNED. SEVERAL BUCKETS OF ICE HAS BIN FILLED AND DUMPED SINCE IT HAS BEEN HERE. OFFERED TO HAVE IT DELIVERED BACK ON 4/8*WILL HAVE T50 HOOK BACK UP AND TAKE VIDEO OF IT FULL IF CUST NEEDS PROOF. ** ASKED WHAT TO DO IF IT GETS HOME AND NOT WORK. ADVISED THAT I WILL DISCUSS WITH T45 AND OUR IN*SHOP TECH AND CALL HIM BACK. CALLED BACK **. * PER TECHS CUSTOMER SHOULD GET WATER PRESSURE CHECKED AS THEY BELIEVE THAT WITH THE BURST PROTECTION HOOKED TO VALVE IF THE PSI EXCEEDS 50 PSI IT SHUTS DOWN AS A PRECAUTION. ** WILL HAVE WATER PRESSURE CHECKED. GAVE DATE OF 4/8 TO DELIVER BACK DG SVC 6:01 

  To close, the product was returned and installed on 04.08.2025.  The BurstProtect waterline is performing its designed function and protecting the icemaker from an overpressure situation that would be damaging to the icemaker. While these waterlines are typically triggered by a break in the line, or a separation of the waterline from the product it is connected to, in this rare case it appears that the home water pressure is exceeding the 50PSI limit of the device, triggering the unit to stop the flow of water.

  During one of the calls from the customer, he referenced that he's been in SWFL since the 1960's. Our company was founded in 1954 and have proudly served **** for over 71 years.  We are the only dealer that maintains its own appliance service division, in large part due to the complexity of appliance repair and the very low warranty reimbursement rates * everything that is described within this reply is rewarded with a $127.00 warranty labor payment.  A service issue such as this * which we invested tens of hours in * leads to significant annual losses to our company.

  Yet as a 71*year*old, family*owned company with $80 million in annual sales, we choose to stand behind our customers and absorb these losses while the big box stores and other competitors refer their customers to ********** call centers far offshore.  I assure our customer that we began and ended this issue with a high level of empathy and effort, and should future issues develop, we will do the same.  ***** *******, Executive Vice President.

   

• Initial Complaint

  Date:04/02/2025

  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 called Bill Smith ************** on March 24 at 11:45 am. They said service man would be at our house on March 29th to look at the kitchen stove. he was there approximately 15 minutes, and said it needed two parts. He also said that if we were lucky, they might get it fixed in two weeks. I called Bill Smith ***************** and talked to ******. I told her two weeks with out a kitchen stove was unacceptable. She said she would see what she do. Dallas called and said they were having trouble finding the parts. I hadn't heard from her so I called her on March 31, She told me that if they couldn't by noon April 1 st they would get us a new stove . Dallas called me back March 4th said they found the part but it would be another two weeks before they could get it, I ask her about getting a new stove the answer was no because they found the part. The service people only come to **************** on tues and thur. It appears we are not having for about a month. Great warranty we purchased from Bill Smith it will never happen again. Bill Smith and there warranty *****.

  Business Response

  Date: 04/08/2025

  In response to our customer ******************** complaint, our response is as follows:

  Our records confirm that the customer called our company for service at 11:32am on Monday, March 27, 2025.  We scheduled service dispatch for Thursday, March 27 (not the 29th as written.)  GPS tracking shows our technician arriving at the home at 10:53am (engine stop time) and departing 19 minutes later following the repair diagnosis. On March 27, the customer called in and spoke with our **************** Supervisor, expressing concern over the statement made by our technician that the process of ordering parts may take up to 2 weeks. Our **************** Supervisor explained the process for repairing a product under the Guardsman extended warranty purchased for $219.99 at the time of the range purchase on November 13, 2020.  We first must secure approval for the estimate of repair that we submit, and then Guardsman will order the parts via their own supplier channel. Our **************** Supervisor explained that she would do all that she could to move the process along, and she did indeed follow this process from March 27, through today, April 8.

  On Friday, March 28, our **************** Supervisor called our customer and left a detailed message to advise that there were delays in sourcing the parts, and she was working with Guardsman to expedite the 2 parts. She advised in that voicemail that our customer could call back on Monday, March 31, after 8:00am if desired.

  There was never a statement made by any staff member of this company, most certainly not our **************** Supervisor, that if the parts were not located by noon on April 1, the customer would receive a replacement of the range.  Replacements due to the lack of availability of parts take place only after weeks of exhaustive work on the part of Bill Smith **** and Guardsman, not in a matter of 2 business days following a diagnosis.

  On April 1, not April 4, our **************** Supervisor called our customer to update on the parts status, stating that she was continuing to work to expedite the parts. Our customer stated that ********************** Incorporated was to blame for the availability issues of the parts and terminated the call with our **************** Supervisor just before ****** on April 1.

  Our **************** Supervisor, working with our **************** team, successfully sourced the part from an alternate supplier, bypassing the backorder.  Both parts were received today, April 8, and our **************** Supervisor has called and left a voicemail for our customer advising that we are holding a service date of Thursday, April 10, pending his call back to confirm that date. If we do not receive his confirmation call by noon on April 9, we will need to release the hold on that service slot and await contact from our customer.

  Our customer writes "Great warranty we purchased from Bill Smith it will never happen again. Bill Smith and there (sic) warranty *****."  In reality, the $219.99 Guardsman warranty covered the $130.00 trip and diagnosis fee of March 27, and it will cover the labor and parts costs of the return trip on April 10 - a cost of over $250.00.  Therefore, from a return on investment perspective, a $219.99 investment will have so far covered over $375.00 in repair costs, and the warranty remains in effect through November 13, 2025.

  Regarding our service division, I am offended by the statement that it "sucks", when in fact this case is a perfect example of the many hours that our staff dedicates to service issues of our customers.  We are the only servicing dealer in the ** Florida market, largely due to the fact that manufacturers do not pay sufficient warranty repair rates to servicers, leading to huge annual losses for a service division such as ours.  Yet as a 71-year-old, family-owned company with $80 million in annual sales, we choose to stand behind our customers and absorb these losses while the big box stores and other competitors refer their customers to ********** call centers far offshore.  I assure our customer that had he purchased elsewhere, his service experience would have been truly unpleasant, since there would be nobody invested in his problem such as we have been.

  I urge our customer to return the call of our **************** Supervisor and confirm the service date of April 10.  ***** *******, Executive Vice President - and a proud 40 year veteran of this great company.

   

   

• Initial Complaint

  Date:03/31/2025

  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.

   
  Better Business Bureau:
  
  Bill Smith Appliances DID contact me and this issue has been satisfactorily resolved!  Thanks to BBB and to Bill Smith for their ultimate resolution!!!

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

  complaint against that distributor/manufacturer. **'s response to my complaint specified that their warranty is for repair only, unless a product is ultimately deemed irreparable. To quote, "The sale of the appliance took place with the local retail store/dealer. The monies did not exchange hands with us. Once the sale is completed our warranty for repairs only is in effect. Any replacement or refund would take place with the store you purchased the appliance from." Is a dismal commercial situation when a customer pays for a product that cannot be used for eight months - PLUS - after the date of purchase.

  Business Response

  Date: 04/01/2025

  We have reviewed this case and decided to replace the defective stack laundry system.  A new laundry system was delivered and installed today.  We apologize for the repair issue and hope that by replacing the defective product, outside of standard warranty required policies, Mrs. ***** will find this solution satisfactory.  ******* *******, VP

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service 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 ordered these appliances while our house was being built they were not delivered until 1 august 2024 bill smith is supposed to honor the full warranty bc it an agreement they have wth house builders. our stove has two burners that have gone completely out and if you try to us the other burners this becomes a fire hazard. if you use low heat it goes to uncontrollably hot without warning and you cannot stop it. This was reported to bill smith appliances and they did nothing but set up reapir for weeks out. Now they have been completely ignoring us. ** has taken weeks with no repair and now weeks later ** is suggesting 2-3 weeks before they can get approval to replace the appliance while bill smith continues to ignor the problem. I am a disabled veteran with a 1 year old child. our family cannot afford to eat out all the time nor do we do that on a regular basis. we eat home cooked meals. They have our money and a refusing to fix the problem while we are here to suffer. I did not wan to use this company but they had a contract with our home builder. I just want my money back so I can go somewhere more reputable

  Business Response

  Date: 02/27/2025

  
  We understand the frustration of having a service issue with your appliance.  We sincerely regret any inconvenience this has caused you and your family.  We would like to clarify some key details regarding your situation.
  Your ** range is fully covered under the manufacturer's one year warranty, and as part of our commitment to service, we promptly scheduled repairs through ** and one of **s factory-authorized services, A&E Factory Service.  While we understand waiting for repairs can be frustrating, the service timeline was determined by ** & A&E.
  At no point have we ignored your concerns.  We actively worked within the warranty process to ensure your range was properly serviced.  Upon researching this issue yesterday, prior to this BBB complaint, we made the decision to go outside of **s warranty and exchange process and approved an exchange of your range.  In addition, your builder approved an upgrade to your original range and even paid for an upgraded model on your behalf.
  We are thankful that you allowed us the opportunity to review your service issue and thank your builder for their exceptional service on this as well.
  In addition, we were pleased to learn when exchanging your range this morning that you had in your possession the ** parts needed to repair your range.  This will help us expedite the next steps with ** & A&E. 
  We are a family owned and operated business that has served ***************** for 71 years and we hope that the exchange that occurred this morning helps you reconsider some of the comments youve made in this complaint as well as the statements made by you in a voicemail yesterday to one of our supervisors.
  Best Regards,
  ******* *******, VP
  Bill Smith Inc.
  

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service 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.

   
  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,
  
  ***** *****

  Business Response

  Date: 02/27/2025

  We have reviewed this situation and found that Mr. ***** is correct, his ****** product should have a 2-year warranty.  The model that Mr. ***** purchased comes with a 1-year factory warranty. However, if the product is registered with U-line within the first 60 days from installation,****** will extend the factory warranty from 1 year to 2 years of coverage.  We have an internal process of registering ****** products with the manufacturer on behalf of our customers.  In this case, Mr. ******* ****** was not registered in April of 2023. As I researched this further, I found that the warranty administrator that was responsible for registering Mr.******* ****** is no longer employed at Bill Smith. We have a new administrator for this process and have implemented further procedures as a check to ensure all qualifying ****** products are registered with ****** for our customers. I have spoken to Mr. ***** and extended an apology and explained that although this product does not have an extended factory warranty, we will repair this product at no charge due to our failure to register his product for the additional warranty.  ********************** is reaching out to Mr. ***** to schedule a visit from one of our factory trained technicians. 
  Thank you,
  ******* *******, VP
  Bill Smith Incorporated

• Initial Complaint

  Date:02/26/2025

  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.

   
  Complaint: 22990876
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******all these in and outs by their technicians the custom cabinet housing the unit and refrigerator got all scratched up. I called i numerous times to see what was happening. ***** called me back and stated the extended warranty was gone now and they were willing to do 2 things 1. Shim ip the refrigerator on blocks 2. Return what our builder supposedly paid them originally for the unit. To summarize the warranty elapsed because of their negligence not any fault of ours. They intentionally left the unit installed not properly and knew they damaged the unit them selves. No conversation with us just left as complete. This has been exasperating to say the least. Everyone can make a mistake they just seem to not care to run their business ethically. They broke it, damaged the custom cabinetry and should do what is right. Provide and install a new unit and reimburse for damages. We left 11 messages to get this resolved. Hope you can help

  Business Response

  Date: 02/26/2025

  We are committed to resolving this matter and have offered three  solutions for consideration:
  
  1. Shim Installation (at our expense): We can hire a professional installation company to level the unit by shimming it, a widely accepted practice for proper leveling.
  
  2. Repair (our strongest recommendation, at our expense): The unit is fully repairable. Our technicians can transport this unit to our repair facility and repair the defective feet, which would resolve the leveling issue.  We would then dispatch a professional installation company to complete the installation.
  
  3. Full Refund: Even though this unit is 3 years old, were willing to offer a full refund on this unit. As this is what would have occurred if the unit was still covered by the extended warranty.

  Regarding the request for a brand-new unit.  This is not a fair request.  This was purchased as a clearance refurbished item sold as-is at a heavily reduced price of $898.00.

  A brand-new unit retails for $5,000.00.  It is not reasonable to request a brand-new unit as a replacement when originally the item purchased was a refurbished unit. 

  Weve attached an image of the initial sales receipt that shows it was purchased as a clearance item. Weve cropped the image to hide the original homeowners personal information.

  Regarding the scratches on the wall adjacent to where this product is installed, we will commit to dispatching our vendor at our expense. 

  We also regret the comments made by our technician, I will not go into great detail on this, however we found that his comments regarding the feet damage as well as replacing the unit with a brand new unit was based off of inaccurate beliefs and assumptions.

  We apologize for this situation and hope that these offers are viewed as fair and show that we are willing to resolve this matter satisfactorily.
  
  Best regards,
  ******* *******
  Vice President

  Customer Answer

  Date: 02/27/2025

  The tech who came out told is the unit is non repairable. If it in fact can be repaired with new feet then we want to proceed with this. 
  additionally Bill Smith didn't address the damage to our cabinet from the taking the unit in and out. We want this repaired as well. This was a brand new house with custom cabinets. We want the scratches repaired or send us the $500.00 and we will have it repaired ourselves.  We would only agree to this if the above can be done timely and not carry on another month. We have not had use of this refrigerator since it was installed. Pictures were included in the original complaint. 

  Business Response

  Date: 03/03/2025

  Good Afternoon-

  We will move quickly and have the unit picked up and the feet repaired.  We will then contract with a professional installation company to return the unit and install it.  Once the installation is complete, we'll send a check in the amount of $500.00, as per the request.  A representative from our service department will reach out on Tuesday March 4th to the schedule a pick up of the unit to return it to our repair facility. 

  We appreciate the opportunity to resolve this.

  Best Regards,

  ******* *******, VP

  Bill Smith Inc.

  Customer Answer

  Date: 03/04/2025

   
  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:02/03/2025

  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.

   
  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,
  
  ***** ********

  Business Response

  Date: 02/03/2025

  We deeply regret that Mrs. ******** has experienced this protracted service issue.  While the timeline from initial call for service to the return with parts was excessive at 30 days, this is the unfortunate result of massive service call volumes at the height of season, coupled with staffing shortages due to sweeping illnesses, as well as the protocol and processes that we must follow in order to secure authorization to repair from our extended warranty provider.

  All of this adds up to excuses that do not lessen the burden upon our customer, and I apologize to Mrs. ******** for the extended delays, no matter their causes.

  On Friday, January 31, following the incomplete service call performed by our company (incomplete due to the need for another part, which was learned after installation of the first diagnosed defective part), we escalated the issue to the extended warranty company with the request for a review for product exchange.

  I have initiated this exchange without the commitment of the extended warranty company, due to the pending closing of the home and the extended period of time that Mrs. ******** has been without the use of her washer.  If we fail to secure the exchange authorization, our company will absorb to loss of the exchange, simply because this is the right thing to do for our customer.

  A note regarding scheduling service for customers for which parts have been received.  ******************** Representatives did not properly explain to Mrs. ******** that "parts received" customers ARE placed in an expedited dispatching queue, and one parts have been received we return to these homes ahead of dispatching to newly received service calls.  The communication breakdown may have been due to the fact that Mrs. ******** had requested to be placed first in line in that queue, when in fact the oldest service invoices for which parts have been received are the first that we dispatch to, working from there to the more recent invoices.  That said, with the undertsnding of the upcoming closing of the home, our Service Manager on Friday, January 31, proactively pursued authorization for exchange.

  Mrs. ******** is being contacted by an exchange specialist here at our corporate office in order to coordinate the exchange for a convenient day this week.

• Initial Complaint

  Date:06/25/2024

  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 purchased U-line beverage center from Bill Smith Appliances in Oct. of 2023 (invoice attached). In January of 2024, Bill Smith had to replace a part due to excessive noise, On May 31, Bill Smith had to replace another part due to the same issue. On June 17, Bill Smith sent an experienced technician, Will, (invoice attached) due to the continued excessive noise. I have called Bill Smith, the service manager ************************* specifically, to initiate the process to have the unit replaced or refunded. I have not received any response from *****. My request is to have the beverage center replaced or refunded due to the ongoing repairs and Bill Smith's inability to permanently repair the unit.

  Business Response

  Date: 06/27/2024

  To summarize, our company is performing the exchange as requested. I have called ************ to detail the exchange process, which will occur at no cost to him.  I have apologized for the ongoing issue, and followed with the email below to ************, sent at 1:17pm today, June 27:

  ************
  
  It was a pleasure speaking with you a moment ago. As we have discussed, the replacement unit is being ordered today and it has an approximate 10-day lead time for arrival.  As you know from your years with GE, lead times are fluid, and we will watch this one for any deviations and communicate with you if any occur.
  
  *****, copied here, has already generated the internal paperwork for the exchange and she will be lead on communicating with you to schedule the installation of the new unit and the swap of the custom panel over to that unit.
  
  While we hope that U-Line will eventually issue the *** for return of the original unit and the resulting credit to us, were prepared to absorb the cost of this exchange if necessary due to the patience that you have shown as we worked with U-Line over several months in order to identify a solution for the noise issue.
  
  My direct number is below in the event that you need to speak with me, and I can always be reached via email as well.
  
  Best regards,
  
  *************************  |  Executive VP 

• Initial Complaint

  Date:06/11/2024

  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.

   
  Complaint: 21826253
  
  I am rejecting this response
  Complaint: 21826253
  
  I am rejecting this response because:
  Bill Smith did escalate my complaint to GE and GE granted me a concession based on that request which meant GE would continue to repair, or replace parts beyond the 12 month warranty. It was not until I contacted GEs CEO, that I finally got a resolution and a new refrigerator on June 23, 2024 after working with Bill Smiths ******************* to no avail,  for six months. I disagree with ******************** reply, as far as I know he was out of the country and had nothing to do with my replacement, he doesnt even know the correct date,  It was only due to my communications with the office of the Chairman at GE, that my GE Profile Refrigerator was finally deemed, un-reparable. I have had no communication with ******************** office since May 30, 2024 when I was told, ****************** was on an extended vacation in *****, and no one else in the office could assist until he returned to **********.  Yes, my issue has been resolved, but neither *************************, nor his office has had anything to do with it, in fact ****************** doesnt even know the correct date of my replacement. Needless to say, I will not be recommending Bill Smiths Appliances and Electronics and wis my complaint to stay on the record. Thank you.  

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

  cannot use the freezer!

  Business Response

  Date: 06/26/2024

  First, I deeply regret that our customer has dealt with the manufacturing issue of her costly Profile refrigerator for such an extended period of time. It was no doubt a very frustrating experience, that went on far too long, even after our company - which is a self-servicing dealer - dispatched GE in the effort to have the unit condemned due to a manufacturing issue which we had communicated.  I escalated this issue to GE executives and GE replaced the refrigerator on June 21, 2024, with the same model. My apologies to the ***** family for the fact that our company did not satisfy their needs in a timely manner. *************************, Executive VP