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Business Profile

Major Appliance Dealers

Grand Appliance & TV-Libertyville
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint type

  • Initial Complaint

    Date:12/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hello, I bought a Whirlpool French food refrigerator from Grand Appliance in ************.The original refrigerator made a loud noise, so Whirlpool sent (from MI) two sound engineers to my home to listen to the noise and offer a solution.The engineers concluded my refrigerator need replacing. The Whirlpool engineers stated they would correct this issue by working on a new refrigerator to correct the noise issue and send it to Grand Appliance in ************, **. for me. When MY new engineered corrected refrigerator arrived, Grand Appliance gave it to someone else! I got a random Whirlpool refrigerator they had instead. I was beyond upset and express wanting a full refund.They would not refund me the full cost of getting a different refrigerator (*******). Grand Appliance would only offer a repair warranty. When I tried to get a service tech to come to my house to hear the noise once it started again, he never came in time to hear the noise. I recorded the sound and sent it to him, nothing I did helped the repair tech. I asked for a different tech to come out but was told I had to work with the one that came out first. That was fall of 2019. By the time Covid was over my warranty had expired, Grand App. of ************ would not do anything to help me. They didnt even return my calls. Spoke with a different person each time I called, all of them completely unconcerned. I woke up this morning to that noise, as I have every morning since 2019. What was done to me is so very unfair. I wanted you to know how poorly I was treated. It upsets me every time I hear that loud noise, which is multiple times a day. *********************************

    Business Response

    Date: 12/27/2022

    ********************. We're sorry for the frustrations. Our records show that the original refrigerator you referenced was not from a Grand Appliance sale. ********* approached us about an exchange and we were happy to help, completing the swap in the summer of 2015. We also show that a complimentary five-year extended warranty was offered and accepted that fall. Given that the refrigerator is now more than seven years old and the extended warranty expired more than two years ago, we are unable to provide complimentary service, replacement of the unit, or a full or partial refund.

Grand Appliance & TV-Libertyville is BBB Accredited.

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