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:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The Concierge group is a 3rd party business that delivers and installs product purchased from other companies. In this case, we purchased a refrigerator and freezer from Fridgidaire, which used the Concierge group to deliver and install the product. I will note since this instance, Concierge group has been bought by Brandcore Logistics. The first ****** to come install the fridge and freezer was on July 24, 2024. He came and got to work, 2 hours passed, the fridge was in pieces and laying on the floor. We asked if everything was ok? His response was "I am doing a terrible job" and "I don't know how to install this model". We told him to stop immediately and send the most experienced installer to complete the job. The next crew shoed up a few days later and finished the job. Several days past when we discovered a leak coming from the fridge that leaked into the basement. Another crew came out and to discover the water lines were not tightened enough (most likely from the first ******). A day later we discovered the leak was still present. The fridge leak was fixed, however the freezer was now leaking from a water line entering the freezer. Fridgidaire sent a repairman who discovered the line was damaged at the connection point of the water line into the freezer. It was unrepairable to which he concluded it was damaged during installation. The concierge group agreed. Fridgidaire replaced the freezer but the damage to the floor, a projector screen, and a rug was not replaced. We filed a claim in August 2024 to the concierge group to which nothing has been done. Repeated follow *** have been attempted but they will not return any calls or emails. The total damage from the leak is $4515 with no resolution. All this information has been sent to them.

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My GE appliances were delivered on February 8th by Concierge Group. It was the driver's/installer's first day on the job and my $3k refrigerator was damaged along with missing parts for complete installation of my washing machine. I had already taken off from work the day prior when the appliances were supposed to be delivered, but Concierge changed the delivery date on that same day (even though I have a screenshot of the original delivery date and it was confirmed via telephone). When the following day came I had to take off work again to meet with the installers at my home. They did not have the proper equipment for the installation, hence the damages to my appliances. When they attempted to leave my property, the driver (for an unknown reason) pulled into my front yard on the side of my house closest to the wood line and bogged down. The driver and his partner attempted to get themselves out of the rut, but only dug deeper, causing more damage. A tow truck was eventually called to pull them out. I've been in constant contact approximately once a week with Concierge ever since, yet we've gotten nowhere. Each time I reach the receptionist, ******, who is unable to give me an update or any information for that matter. When I ask to speak to a manager, of course no one is available. I've only been able to reach one "manager" named ***** throughout this entire ordeal who promised me a call from the General Manager, which I never got. I have provided ****** with photos of the damages along with an estimate of what it will cost to fix the property damages which totals to $949.50. She assured me that this would be taken care of as soon as possible. I feel as if I'm left with no option except to report the company to the BBB for property damage reimbursement and possibly further action by opening a civil suit against Concierge Group. I'm hoping to receive some kind of communication from a supervisor to resolve this before I have to take legal action.