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:02/09/2023

  Type:Delivery 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.

  Date Ordered: 7/1/2022.Purchase: Floor models: (1) Frigidaire 30" Wall Oven. (1) Frigidaire Pro Refrigerator. (1) Frigidaire Pro Freezer. (1) Trim Kit. Total Amount Paid: $8032.30 Appliances were ordered for kitchen remodel of my home. The appliances were delivered by Southeastern Appliances on 11.01.2022. The delivery driver called my attention to damages that occurred to the freezer door during transit. I immediately called ************************* at Southeastern and told him about the damages so it would be noted. I asked **** to replace the door. He said he would have to check with ********** because these were the 2022 models and they may not have any doors to replace it with. Not long after **** called back and said the manufacturer did have the doors and one would be shipped to them after which they would bring it out and install.I checked in with **** several times by phone inquiring about progress. Each time he said he would call the manufacturer rep and find out what was happening. Some times he called me back to let me know there was still no movement from the manufacturer, while other times I didn't hear back.He called after the first of the year to update me, but reported there was still no progress. At this point two months and the holidays had passed. My wife was not happy having to explain what happened to the new freezer door.I waited another month and called **** last Thursday ****, or Friday and received the same reply, They've heard nothing, he would call the manufacturer and call me back. Today is Feb. 8th; no call has been received.At this point, an adequate amount of time has been allotted to resolve this issue with no recourse foreseeable in the immediate future. I feel the company should expedite a door immediately to my residence, or I should be reimbursed the cost of the freezer ($2425.00 plus tax), or a new comparable freezer should be offered at a highly discounted rate for suffering through this debacle.

  

  Business Response

  Date: 02/16/2023

  Hello,  My name is *************************** and I'm the store manager for Southeastern Appliances. I've spoken with ***************** and we are working out a resolution. The reason for the long delay in getting a replacement door is that the Frigidaire refrigerator / freezer set that *********** purchased was a discontinued model that we sold off the showroom floor. He was aware of this before he bought it and it was sold at a discounted price. *********** is correct that the freezer door was damaged during delivery on 11/1/22. He let salesperson ************************* know what occurred and **** reached out to our Frigidaire rep that day requesting help finding a new door. See attached email. The rep told **** there were some available and it was requested to ship it to our showroom. Unfortunately the door never arrived. **** and myself reached out to the rep about it. We were told multiple times that there were issues getting it and there was no ETA. I don't have any way to confirm the number of phone conversations between **** and *********** but clearly it wasn't enough to help resolve the situation. On Tues 2/14/23 I was finally told by the Frigidaire rep that they won't be able to provide a replacement door for the discontinued freezer. I spoke to *********** later that day and offered him a couple of options. Per our discussion I am presenting him an offer today 2/16/23 where Southeastern will replace the discontinued set with the newest version. There will be some installation cost that we will ask him to cover. If this is all agreeable to ***********, we will order the product and set up installation. Timeline on final resolution would be sometime in March depending on when the new set arrives from Frigidaire. We have no control over vendor shipping so that timeline may be pushed forward. We will update this incident at that time.

  Customer Answer

  Date: 02/17/2023

   
  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,
  
  *****************