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:11/27/2023

  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.

  Irresponsible, Unprofessional, Unreliable.Our washer that we purchased from this company was recalled back in 2016 and deemed unsafe. According to ******** this washer has never been repaired by any of their licensed professionals. The washer doesnt complete spin cycles which we were told by one of their technicians that it is just sensitive and picky. This may or may not be related to the recall according to Samsung.Since July 22nd, this washer has only completed four loads total, two the day that the technician came out, once on September 16th, and once November 26th. Also, while delivering the washer and dryer, the dryer was delivered without a filter and it took between June 28th and July 17th to get one from them. The delivery guys also made ***** marks in our hardwood floors which later had to be sanded out. Which my dad unknowingly signed a waiver which he thought was an invoice so he paid for the floor to get redone, but the fact that they made marks on our new floors is unbelievable.

• Initial Complaint

  Date:04/25/2023

  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.

  3/11/23 went into purchase washer & dryer scratch & dent ok. Was was negoiated to $800 we advised we wanted to check other places, ***** wrote her name $800 on buisness card. We went to another store checked prices and came back. We also decided to get a refrigerator and was quoted $1200. We took washer & dryer with pick up for refrigerator for 3/13 or 3/14. We hooked up washer & dryer and found the washer would not spin. They were closed so called Monday & took washer back on 3/13. We waited a few days heard nothing so we called they advised the basket that collects items had come loose and they had it fixed. We picked up March 18 or 25th got it home and would not drain. Called spoke with tech who was to call back same day did not. we called the next week was advised to bring back again. Dropped off 4/7 after no call in 1 week I called them on 4/14 was advised replacing pump should be ready maybe 4/17 called several days they called 4/19 still not ready. 4/21 i called spoke with ***** who advised they would refund us i advised bought matching set she advised yes bring dryer back. I advised need to speak with spouse, i called 4/24 advised I would be bring them in for the refund. I arrived and they confirmed dryer and unloaded and had me go to office for a refund via check advised i paid cash wanted cash they then advised refund of $400. Advise no paid $800 they claimed was a bundle with refrigerator and no way they would have sold a it for $400. they offered me $600 said the lowest i would go would be $750. They refused and said they will repair washer with no time frame as to when we will get it. I do still have the card ***** wrote the $800 price on. They had loaned a washer both times i took our defect washer in. First washer would only spin with help and send one leaks water from the tub. We purchased front loader and was given old washing machine for loaner. They are the ones who offered a refund so we purchased a new seton 4/24 from another company.

  Business Response

  Date: 04/25/2023

  The customer purchased a New refrigerator and a refurbished washer and dryer set.  They spent a total of 1200.00.  The NEW refrigerator was 800 the washer dryer set 400.00 a total of 1200.00.  We offered 400.00 refund for the washer and dryer set.  Not sure why they offered a check, should be in the same form of payment as paid.  I will look into this.  The customer decided to keep washer and dryer.  The washer is in our shop as of 4-24-2023 for repairs.  There are still long delays due to parts and material supply chain issues.  I will check on the status/diagnosis and time frame and reach out to the customer.  Our policy is repair or replace and all sales final - no refunds.  However we did offer a refund in this case.   We apologize if there was any miscommunication on our part.  We will reach out to the customer and update on repairs.  

  Customer Answer

  Date: 04/26/2023

  The washer has been there since April 7, 2023. I refused a partial refund of $400.00 for the washer and dryer. Tonya quoted us and charged us $800.00 for washer and dryer. Which she advised was knew but damaged. When we returned same day and also viewed refrigerator she said $1200.00 for all 3. The business card we were giving after looking at the washer and dryer has her name and $800.00. Which was given to us as we wanted to go look at another appliance store for the washer and dryer. I would not have paid $800.00 for the refrigerator that is also dented up and does not close without a last push. Due to scratches and damages that is why we accepted the fee of $800.00 for the washer and dryer purchase price as quoted new not used. 

• Initial Complaint

  Date:02/28/2023

  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.

  Bought a used fridge that never worked properly from day 1. They cam out to "repair" 3 times,still never worked. Then my warranty was up and they told me they did me a favor by coming out that many times.

  Business Response

  Date: 03/16/2023

  Purchased 9-8-2022 90 day warranty.  Service call scheduled 12-12-2022 - part ordered for freezer fan.  supply chain delay - installed 1-13-2023.  Our understanding is this corrected the issue.  We will reach out to the customer. 

• Initial Complaint

  Date:11/03/2022

  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.

  On 11/22/21 I purchased a Kitchenaid krmf706ess, fridge, which included a one year warranty on the product. In the warranty, it is stated that there is a one-time service-call-charge for $45 for a technician to repair my fridge in the event that it broke. Fast forward to 6 months after buying the fridge and it completely stopped cooling. They informed my they now no longer offer technicians to come repair your appliance at all, regardless of it being in my warranty. Definition of a warranty taken from ******* **** ‘In its simplest form, a “warranty” is merely another form of “contract” which binds a party to perform in a specified way, either in terms of providing a product that accomplishes a specified task or in delivering a service that provides certain minimal benefits.’ They are legally bound to their warranty agreement to a product and have failed to honor that contract. After informing the owner, ********, of this and after countless times of being hung up on, being told that anyone leaving one star reviews simply “has nothing better to do,” she reluctantly sent someone out to look at the fridge due to the threat of small claims court. Now, on 10/22/22, my freeze ceased to freeze. I contacted them on 10/24/22, a Monday, and was informed that it is now $75 service call charge, again regardless of my warranty agreement. Also keep in mind this is a “One Time Service call charge,” so I am void of the responsibility to pay the $75 as I have paid my “one time” calll charge. Again after being hung up on, informed that I have no option and that they aren’t budging because “things have changed since Covid,” I reluctantly agreed to forcibly my $75 to have a service tech fix this fridge again. Now, I have had three days of the technician no-showing. The 26th, 28th and 1st are all days where there hasn’t been any contact between he and I in regards to him not showing up despite agreement to dates and times. They also damaged the fridge on the initial repair.

  Business Response

  Date: 11/14/2022

  Our warranty and policy have changed.  HOWEVER, the customer is correct.  At the time of purchase, his warranty was a $45.00 service fee and 1 year.   We apologize if there was any miscommunication and due to extrem labor shortages and high turnover the person answering the phone may have been misinformed.  I am not sure who the customer spoke to but I will address the situation and reach out to the customer. 

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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 two appliances from them. Once we got the refrigerator we realized the whole thing didn't work. The stove handle was broken and there no way to fix it. We spoke to the store management about the issues, twice. We decided we wanted our money back, $625.00. They are only willing to pay us back $350.00. So far, no reason has been given for the less than full refund.

  Business Response

  Date: 10/10/2022

  They have received full refund.  

• Initial Complaint

  Date:09/22/2022

  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 bought a range from this store and paid them $196.18 via credit card. After I bought a unit they negligent didn’t have the unit at the store and is as informed that the unit was sold to different person, I did called 3-4 times to mitigate different range, after I couldn’t get someone to resolve my issue, I had to spend in gas and sending my local realtor ones to get the stove she couldn’t pick up back at that time around January 10,2022. After that I sent a handyman named *******. He went 2 times to get the stove he couldn’t get either . When I finally get to talk to **** one of the store manager he mentioned that he will give me an stove that was on a truck . The stove my handyman pick up after 2 months and half . Around April. This was a gas a stove. I found a tenant that move into the house and as soon as she was trying to installed it was leaking gas inside the house . It was not good. I talk to the manager to manager and represents to get my money back over the phone. They said they can’t refunded. I was an out state customer I live in Florida I had to travel there in person to meet with **** one of
  The manager after he said to me that he will take my stove back to the store. I had ******* and the tenant to bring the stove back and they did for a repairs , because he said aill be repaired for me free of charge.
  Now that they have the stove on their position, a week after it was given they called me to collect $175 for an stove repairs.
  This is an insult to the customer and just scam not only my money with the stove . I literally loose around 2 month worse rent for no having the stove at first, and around 200 dollars on Handymand service to try to pick up the stove back and forth.
  Plus wasting my time severals times to resolve my issue when I only end it up without the first payment , not stove because literally if I don’t paid them repairs now I won’t get it either.
  This is not a legit business and don’t deserve to have a A+ on BBB.
  My claims $550

  Business Response

  Date: 10/10/2022

  We apologize for any miscommunication and apparently this range was dropped off for repairs and confused with a service repair vs a warranty.  The parties that handled this transaction are no longer here and I apologize, but this is the first I have heard of it.  I spoke to the customer and will issue a refund.