Complaints

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• Initial Complaint

  Date:08/27/2024

  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.

  ***** and ****** ******** bought a **** Kitchen 48" Stove from HD Appliances Inc. on April 22nd 2024 which included Delivery and Installation. On May 30th, 2024 we purchased and closed on the property which included the Stove. We used the stove twice before it quit working. I contacted *** (the Owner of HD Appliances Inc.) on June 23rd about this issue. He stated that he didn't know much about ****, but one of his guys might but he was on vacation. I messaged *** again on June 27th if there was any update on our stove with no response. Tried contacting him again on July 2nd and July 8th, with no answer. Called the office on July 9th, they took my info and said they'll look into it, plus the guy that might know something was on vacation. My wife called the office on July 17th stating they will call us back. She called again July 26th stating their repair guy would call us back, never did. I messaged *** on July 31st with no response. My wife called again on August 1st and was told that the repair guy wouldn't be able to fix it, they offered us a more expensive stove for a discounted price ($5,000) or we could contact another company that services **** **** *********). We contacted Mr. ********* on August 1st, they came August 8th to evaluate the malfunction, and on August 22nd they replaced a broken Relay. The total repair cost for Mr. ********* was $821.06. ****** ******** (original Owner) has also been trying to contact HD Appliances via Phone and Email with no responses. She also went into an old email for the Original Invoice Link and the link showed that the Invoice was deleted. There should've been a Warranty being this was only bought 4 months ago. Also, why would HD ********* sell a product they know nothing about. We are looking for Reimbursement for the $821.06 we paid Mr. ********* when HD Appliances should've handled all of it under Warranty. Please feel free to contact me as there isn't much room left to write this complaint.

  Business Response

  Date: 09/20/2024

  September 19, 2024
  

  Better Business Bureau of Chicago & Northern Illinois, Inc.
  121 W Wacker Drive, Site 2000
  Chicago, IL 60611
  

  RE: Complaint ID 22199947
  Dear Customer Relations,
  We were sorry to read Mr. Wentland’s complaint asserting HD Appliances is responsible
  for repairing his Thor 48” Range. The root of his frustration stems from a few
  ASSUMPTIONS he is making about how things “should” be. In his complaint he states:
  1) “There should’ve been a Warranty being this was only bought 4 months ago.”
  2) “Why would HD Appliance sell a product they know nothing about?”
  3) “We are looking for reimbursement for the $821.06 we paid Mr. Appliance when HD
  Appliances should’ve handled all of it under Warranty.”
  In addressing Mr. Wentland’s assumptions, it must first be made clear that the range in
  question was not purchased by Mr. Wentland. It was purchased by Mr. & Mrs. Anderson. At
  the time of purchase, the Andersons were selling their residence and looking for an
  inexpensive but impressive looking piece that would enhance the look of their kitchen in
  the eyes of potential buyers. All our dealings were with the Andersons, so Mr. Wentland
  was not present for discussions surrounding the terms of the sale or the unit itself. His
  assumption that, “there should’ve been a Warranty . . .” is erroneous. The specific unit
  purchased by the Andersons was sold “As Is” with NO WARRANTY at a deeply discounted
  price. The unit was cleaned, tested, and found to be in perfect working condition
  before it was ever put on the showroom floor for purchase.
  

  Following the sale, the unit was delivered to the residence but could not be hooked up
  because the electrical outlet was not installed. This would require a second trip to the
  property.When the electrical was completed (Mr. Wentland stated he ran electrical to the unit
  himself) we were notified they were ready for us to come back and convert the burners to
  LP (liquid propane).
  Note: the unit is dual fuel; burners were gas (which we converted to liquid propane)
  and the oven is electric.
  

  We returned to the residence (2nd trip) to install the unit and complete the LP conversion for
  the burners, but the Wentlands had already plugged in the unit (into the electrical outlet
  supplied by Mr. Wentland). They told our technician the oven did not seem to be working
  properly. Our technician mentioned the electrical seemed “off”, but they immediately
  dismissed this as a probable cause.
  

  At a later date, Mrs. Wentland called HD Appliances and said the oven was not working.
  We reminded Mrs. Wentland the sale was “AS IS” and there was no warranty, but we
  agreed to ask our technician if he would be willing to look at the problem for an additional
  service call fee. She agreed.
  

  Our technician was reluctant to look at the unit because he is not certified in Thor and does
  not have availability for parts. Further, he was leery of the electrical as he noticed
  something seemed “off” when he was there to convert the burners to LP. He was
  concerned that perhaps the electrical was 30 amps instead of the required 50 amps. This
  could potentially starve the relay board and cause failure over time. Based on that, as a
  courtesy we researched repair services in their area and recommended Mrs. Wentland call
  Mr. Appliance to repair the problem.
  

  Regarding Mr. Wentland’s second statement, “Why would HD Appliance sell a product
  they know nothing about” --- again, since he was not our original customer, it is
  understandable that he is confused about who we are and what we do.
  

  HD Appliances is a factory certified SubZero/Wolf installer. We procure, refurbish, repair,
  deliver, install, and on some units can offer full warranties through the manufacturer. We
  work with factory certified repair persons who specialize in SubZero/Wolf.
  In addition, we also excel at aesthetically refurbishing used appliances (most brands) and
  can sometimes perform simple repairs. These units are sold “AS IS” at deeply discounted
  prices. The Thor unit the Andersons purchased was such.
  

  Thank you for giving us the opportunity to respond to this complaint. We believe The
  Andersons purchased a beautiful range at a deeply discounted price. We tested the unit to
  ensure it was in perfect working order before it was offered for sale. The fact that the oven
  worked in our showroom and a few times at the residence led our technician to speculate the electricity was under supplied. There is no way for us to know if the electrical was the
  culprit, but the fact remains the unit worked fine and then didn’t. Ultimately, the unit was
  sold “AS IS” and that concludes our obligation in this matter.
  

  Sincerely,
  HD Appliances, Inc.

  Customer Answer

  Date: 09/25/2024

   
  
  Complaint: 22199947
  
  
  
  I am rejecting this response because:

    At no point did HD Appliance or the Anderson's mention to us this unit was "As Is". If this had been stated, then this matter would've gone a different direction.

    In mentioning the deeply discounted purchase price. The Anderson's purchased it for $5,398.92, plus a $575.00 "Installation and Delivery" fee. The same unit retails for $5,759.00.

    Mr. Wentland did not complete any of the electrical work or "plugged in" the stove because we didn't purchase the property until May 30th. On May 9th, we received an email from our Realtor with an attached video from Mr. Anderson showing us the Gas Range was working, but no proof of the Electric Oven working. Mr. Wentland did however have the electrical inspected by a Master Electrician after the purchase of this property.

    Mrs. Wentland never agreed to a Service Call because she was never offered a Service Call. She did however request a service call, but was told the technician was out of town on vacation.

    The unit was repaired by Mr. Appliance for $821.06. Which they found a broken Relay and was able to have the part in a few days.

    We can provide email documentation showing these dollar amounts, Invoices from HD that had been deleted, and the working Gas Range. 

  
  
  Sincerely,
  
  
  
  Adam Wentland

  Business Response

  Date: 10/30/2024

  see attachment