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:09/23/2024

  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.

  On two different occasions Crume Installtions, LLC, a contractor for ****** has not delivered and installed a ***** dishwasher. On rhe first occasion on Sept. 13, 2024, I spent 20 minutes shopping for groceries when the installer called. Upon reaching my phone, I immediately called back. The installer said he was already on rhe way home. I asked if he would be doing rhe installation and said I don't know what to tell you and hung up. He then turned off his cellphone without proving how to reschedule the installation. Monday, Sept. 16, 2024, I called ***** Service and told them what happened. They rescheduled installation on Thursday, Sept. 19, 2024. During that call, I told them to not schedule on the 29th since I had told them I had two doctors appointments and Thursday was not a good day. Since I would not be available, I had a workman stay between the 2-5 installation window but no one ever showed up. On Friday, Sept. 20th, I called ***** ******* again. They told me they would escalate to Crume management and I should expect a call but never heard from Crume. They also said the installer said it was a gated community and he could not enter the property which is a complete fabrication. Not only did the installer not try to go to my premises but updated ***** that the dishwasher could be picked up by the customer and I interrupted it as I was on my own to pick it up and install it myself. 
  The fact that I had to cancel their service tells how bad their service has been.  They basically washed their hands of providing the paid service and I was forced to take things into my own hands.  Not only did I have to take the time to pick up the dishwasher but had to uninstall the old dishwasher, haul it off and donate it to a nonprofit, but install the new dishwasher.  In my opinion, ***** should not be using them for delivery and installation services.  I do wish to make this point about Crume Installations in my complaint.  By the way, I do have all receipts and am waiting to verify that I will be reimbursed for the charge for their uncompleted service.  ***** Service Center has done all they can but I still am weary until I see that my reimbursement actually comes through.  Crume Installations even charged me prior to completing the work hence why I am very weary.  On the third attempt to get Crume Installations to complete the work, I called the ***** Service Center and they said they would escalate to Crume Installations management as a priority.  I never heard back from anyone at Crume Installations and based on their comments, I read between the lines that they had washed their hands of completing the delivery and installation.  Crume Installations consistently scheduled days and times when I said I would not be available.  On the second attempt, I said I had doctor’s appointments and arranged a workman to spend extra time at my home to assure an adult was available.  They did try to contact me but I was receiving doctor’s treatment for sciatica and was not able to answer my cellphone.  Again, someone was at my home per arrangements with my workman.  The Crume Installations workman drove by my home and commented that it was a gated community and he had no way to delivery and install the dishwasher.  Of course, this was a complete fabrication since multiple deliveries occur on a daily basis from the likes of Amazon for example.  The only gates that are secured lead to the parking garage.  There are guest parking spaces and steps that can be taken to enter the community that delivery services use on a daily basis.
  
  What options do I have to make sure a complaint is filed based on Crume Installations poor service and how I had to take things into my own hands, spend considerable time attempting to get them to do their job, and finally realizing that I had to take matters in my own hands if I ever expected delivery and installation of my ***** dishwasher.  The local ***** employees and Service Center employees did their job and I know my only avenue is to file a complaint with ***** management at this point but I still want it on the record with the BBB so other customer can be imformed.
  
  
  Thanks,
  **** ******

• Initial Complaint

  Date:09/12/2024

  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.

  Purchased Double Oven from ****** on May 11, 2024. Crume Installation came to our house to measure for install on June 3, 2024. The old oven was removed and new brought in (new did not fit). The installer came alone and used lift equipment and damaged our wood floors. We helped him load old oven on lift cart. the installer used no protection on the floors. On June 17, 2024 a 2nd oven was purchased at ***** and delivered on July 2, 2024. We had informed ***** of the damage. Crume Installation’s installer saw the damaged floors when he came to install the new oven. Looking at damage, taking pictures and measurements he would not install the new oven until he had help come with him. He did want to take a chance of damaging the floors again. He called his boss about damage. ***** informed us that the installer said he did not do damage. Said size of the damage did not match the size of lift cart wheels. You can see where he went back and forth with the lift cart to align with front of oven. On July 12, 2024 Crume returned with two installers to complete installation of new oven During discussions with ******, we had to make many phone calls to resolve issue, spending 4 hours on one call. ****** have pictures and a movie of damage. Provided a bid for repair and cost of 3 days from home due to fumes. Store manager got involved and inspected damage. Store Manager sent a memo stating it was obvious damage caused by installer. ****** submitted all information to Crume. Crume installation still said they were not at fault. The ****** store Manager could not believe this response and sent another message. Crumes implied we lied about the floor damage and we waited a month to show them the damage. We did not lie and we had informed ***** of damage. *****s gave us a good faith offer of $800.00 and wants us to sign release form. Estimate for repair, motel and food was $4,231.00 We have until October 6th 2024 to accept this offer.

  Business Response

  Date: 10/14/2024

  Hi *****,

  In regards to customer ****** *******. Photos were taken, see attached, indicating manufacturer imperfections not damage associated with the installation. Additionally, the installer utilized a dolly with rubber wheels with dimensions that don’t correlate with the customer’s report. Customer also reported “damage” weeks after the initial installation. 

  Crume will always try to rectify situations in accordance to installation however this case does not seem plausible to such. If there is further information or evidence the customer would like to discuss, we are more than willing to review and collaborate, if needed. 

  
  

  Thank you! 

  
  

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  Customer Answer

  Date: 10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 10/17/2024

  The marks are totally different than our hardwood floor.  They did not use a dolly but a hydraulic lift cart.  Crume sent one installer to remove and dispose of old oven.  My wife and I had to help him load the old oven for removal on the hydraulic cart.  He brought in new oven and found it would not fit (He did the measuring for new oven).  My wife noticed marks that evening and we knew he would be back to install an oven to fit so we notified ***** of damage.  Dimensions of wheel may not match but you can see where he went back and forth with cart to move away after loading.  Pictures show marks in front of oven.  Crume sent two installers second time, covered floor and said did not want to cause more damage.  ***** manager then came out as third party to inspect floor.  Said marks caused by cart.  We feel there should have been two installers and they should have covered the floor the first time and we would not be having this discussion.  Pictures, managers statement and estimates sent to *****.

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  order a 50 gal water heater on January 8th, 2024 Installer convince me on a 40 gal. cost for Installation $1400.00 contacted Instaler Crume Installations LLC & ****'s no resolution Lowe's work order # ********  I am a senior citizen & was coerce into a 40 gal. when I ordered a 50 gal. which I had, but went bad. I want my 50 gal. & a price reduction. Regards / ******* ***** 

  Business Response

  Date: 03/21/2024

  ** ******

  Customer and customers daughter were in contact with both the store and Crume Management. Per the customers order, the customer did order, pay for, sign for and receive installation of a 40 gallon water heater. This was clarified and cleared by the entity product was ordered from as well with a documented dispute against the refund request. 

  Please let me know if there are further questions or concerns. 

  Thank you, 

   

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  ---

  Customer Answer

  Date: 03/21/2024

  
  ********** ********
  
  I am rejecting this response because: They coerced  & convinced me a senior citizen into purchasing a 40 gl water heater when I order a 50 from ****'s.  They gave me reasons that is the size they use in their home of 4 & repeated I DID NOT NEED A 40gl TANK I also asked for a itemized receipt several times by phone & text message to Crume & ****'s which I never received.  They both Crume & ****'s just repeat I only need a 40 gl.   I  also don't understand how a company with such bad rating  is used by ****'s .  I am not the only person they did this too, check with the water heater Inspector he will confirm what I have said. I will make sure everyone on the internet knows ,   I will never except what they did.

  Sincerely,
  ******* *****

• Initial Complaint

  Date:11/08/2023

  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.

  They were scheduled to come out between the hours of 8-10. I was at the house all morning with an electrician waiting on them to show up. I get a call at 1045 that they were 10 minutes out. I told the tech **** that I was 20-30 min away that he could go ahead Inside that I already have an electrician there and I would be there. He called me as i was 2 minutes away saying that the microwave is installed but doesn’t work and all circuit breakers are on. I told him to let the electrician know I was 2 minutes away. **** tells my electrician it’s not his line of work. I get to the house and **** has left. The electrician can’t trouble shoot anything until he removes the microwave he mounted. I call **** and he said he had to rush out to go to another job 10 minutes up the road and I can wait 40-60 minutes he can come back and take a look at it. I told him my electrician has to leave now they can’t wait 40-60 minutes. I already paid out of pocket for them to be here and he just left without finishing the job; everything could have been taken care of right there on the spot and now I’m being pushed out of pocket to spend even more money and waste more time out of work to get this fixed after I also spent over $700. I called Crume and spoke with ******* or ******* (can’t remember name) and she told me that I’ll have to reschedule and that a partial refund is not authorized. My electrical in the kitchen worked perfectly fine when I moved into home 3 months ago. I had a home inspector check everything. I was told there was nothing they could do expect schedule another day for him to come out and take a look at the issue.

  Business Response

  Date: 11/09/2023

  Electrician was present during the installation. Per the Field Manager, electrician could not determine the issue while the installer was present prompting the installer's departure. Per the installer, they attempted to rectify with the customer but did not have a cordial return in words from ******* ******** (customer). Installer has since attempted to reach back out to ******* ******** (customer) but has yet to achieve contact nor received return phone call. 

  Crume is actively attempting to reach ******* ******** to assess and rectify the situation under the direction and feedback of the electrician as well. 

  We greatly apologize for the issue and look forward to reaching ******* ******** to reach resolution.

  Customer Answer

  Date: 11/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I did have a cordial response until it was implied by the business that it was my fault they couldn’t complete service and that I had to go out of my way even more to get the situation rectified and go out of my pocket even more to get another electrician to come out to the home. The business was unprofessional and did not complete service and just left my home. Business only attempted to reach out once and that was at 630 pm saying they had finished for the day and could come back out and look at the microwave again if I wanted them to. I told him several hours earlier after he left my home I did not want their business anymore bc of how unprofessional the technician was and how rude the customer service was. Therefore I was not cordial after several failed attempts to get the business to understand the situation.

  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/16/2023

  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.

  We are so disappointed in the lack attention this matter has gotten from Crumes Installation Company. We purchased a dishwasher from ***** on July 30th & pd for installation. Crume Installation came on Aug 11th & after installing it a few days later we noticed our hardwood floors was wet & started to warp & mold is behind the dishwasher & under the floor. We called ***** & they sent Crume back out to check on Aug 17th. Said it was a defect in product but after we had ****** *********** to come check the damage. They fixed the leak & it wast not anything wrong with it. We have tried to contact. Crume to file a claim for the damage to our home. We have an estimate $21,173.40 worth of damge with warped hardwood floors and mold damage that needs to be fixed due to the installation that Crume installation cause. That was on Sept 28th but might be worse by now. We were advised on Friday, 09/22/23, by ****** with the “installation support team”, that ***** was no longer involved in this situation, and directed us to request insurance information from Crumes direct. No one will call us back & ***** says they are no longer involved since it was due to Crume installation. ***** sent us a gift card for the Installation fees which should have been a refund instead. ***** has been no help what so ever. I tried contacting the manager & they wont answer when I call to ask for them. Its been almost 3 mths & it needs to be fixed ASAP due to the mold causing health issues. We have been speaking to the installation support team every couple of days from date of 08/24/23 Since then we have tried calling ******* ****** Crume Installations,Quality Assurance Director Mobile:************ Office:************ Day after day with no answer and never returning our call. POOR BUSSINESS and will never pay ***** to install anything again With NO RESPONSE.

  Business Response

  Date: 03/20/2024

  *****,

  After further review, Crume Installations and multiple encounters with Mr and Mrs *******. Our field manager scheduled a visit for damage review that promptly canceled by the *******s. 

  Findings indicated the mating brass component was faulty and coincided with a 3rd party contractors findings as well. The 3rd party presented a report in favor of the *******s stating the 90 degree fitting was the issue. Crume replied back stating agreeance but is not the result of a faulty installation but a faulty mating component.  

  Crume attempted to present this information to The *******s stating the true root cause but were denied credibility and access to further review collaboratively. 

  
  Please let me know if you require further information

  Thank you, 

   

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  ---

• Initial Complaint

  Date:08/04/2023

  Type:Delivery 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.

  Purchased a dishwasher from Lowe’s at Kmball, Tn and was only told several days later that Lowe’s did not install or deliver this item. I was given a number to call Crume Installation myself to schedule this installation. I was told that by the person who answered my call that I would be contacted in 1 or 2 days by someone to tell me when I could expect delivery. I received a recording informing me of the date which was 10 days after sale. Dishwasher was installed on promised date and did not work. Lowe’s offered to replace it and Crume again told me I’d be contacted when it would be delivered. Got the recording again. It did not work. Crume is now setting the next delivery date for 8/16 which they refuse to move up despite this being their third delivery in 6 weeks. They do not allow you any input on delivery. You get a recorded message giving you a delivery date. Two choices on the call: accept date offered by Crume or press 2 which gets you a message saying if you don’t accept date offered, be aware that your next delivery date will be at least an entire week longer. No opportunity to talk to a person. All Crume rep will say is you will be contacted in 1 or 2 days. Meanwhile the dishwashers sit at Lowe’s awaiting delivery. Lowe’s tells me they have tried to get my delivery sooner, but Crume will not change it. I’m left wondering if the dishwashers are both defective or installation is somehow wrong. But bc Crume gave me a wait of 17 days to get this new machine I am still out my money and have no dishwasher. It will be 6 weeks by the time they deliver it.

  Business Response

  Date: 08/09/2023

  **** *********** appointment is scheduled for Monday, 8/7, between 11 AM and 2 PM. This work order pertains to a malfunctioning dishwasher, and the customer has indicated that it hasn't functioned properly since its installation. As per the notes on the work order, the customer has expressed a preference not to have the new dishwasher serviced, and it was Lowe's' responsibility to contact the customer to address their concerns. Unfortunately, Lowe's has not fulfilled their part in this matter, which appears to be the cause of the delay.
  

  We sent out our Field Manager for that Area to address the concerns with the Dishwasher and found that the Water Line was a one piece line from the Shut Off Valve to the Dishwasher and the Waterline had failed causing an error code on the Dishwasher. The line was then replaced and no new Unit was needed. 
  
  We also acknowledge that this Work Order should have be given priority when scheduling, particularly when customers have been waiting for an extended period for the issue to be resolved but we were unaware that this customer was waiting on Lowe's to create a Work Order to start the scheduling process. This prioritization is essential to acknowledge the time customers have invested in seeking a resolution.

  We apologized for the inconvenience, Customer is satisfied, and the Work Order has been completed.
  

   

• Initial Complaint

  Date:12/20/2022

  Type:Delivery 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.

  To whom it may concern: I am writing in regards to my experiences with Crume Installations *** **** *** *** *********** ** *****. Based on these experiences, I request that Crume Installations refund 100% of installation fees. The timeline of events below clearly demonstrate a repeated failure to provide the services they promised and that I paid for. • On September 14, 2022 my **** and I initiated custom window blinds order for our home. It took approximately 2hrs for ***** sales person to complete transaction. We were informed that Crume Installation would install out window blinds. • September 20, 2022 we called ***** to inquire because Crume Installation had not called to schedule installation as promised. • September 26, 2022 “*****Crume Installer” from Crume Installations arrived to measure windows. **** reluctantly put on mask after my **** explained that she was recovering from surgery and I have a preexisting illness. • September 29, 2022 we contacted ***** for an update on our order and was informed that *****Crume Installer did not enter the window measurements into the system. • October 10, 2022 fol****d up with *****-***** employee to complete the order with no success. • October 15, 2022 Left another message with ***** to complete the order. • October 16, 2022 visited ***** store to complete order. The manager on duty did not know how to complete the order and we were told to return and speak with **** *****. • October 17, 2022 **** *****-***** employee completed the order. • October 18, 2022 Contacted ***** because Crume Installation failed to contact us as promised to schedule installation as promised. • October 21, 2022 we contacted ***** because Crume Installation failed to contact us as promised to schedule installation as promised. • October 29, 2022 received less than half of the order. • October 30, 2022 called ***** 3 times to confirm the remainder of the order. • November 04, 2022 the blinds finally arrive late. • November 09, 2022 called ***** regarding Crume Installation failed promise to schedule installation. • November 22, 2022 *****Crume Installer finally arrived to install window blinds. My **** reminded him to please wear a facemask while working in the home due to our preexisting illnesses. *****Crume Installer became visibly angry, refused to wear a mask, began to grab and sling his tools around the room, intimidated my ****, and left my home. When I arrived home, I observed **** throwing his tools into his vehicle and speeding out of my driveway as I was waiting to pull into my driveway. I entered my home where I found my **** visibly shaken afraid, and upset. • November 22, 2022 we immediately reported this event to *****-***** employee. We had to suffer the embarrassment of entertaining quest with $2000.00 worth of custom window blinds and boxes sitting in the middle of our living room. • November 23, 2022 we spoke with *******-***** Installation Service Employee. He informed us that *****Crume Installer was inappropriate and should have complied with our request to wear a mask. • November 23, 2022 we spoke with ***** & *******-Crume Installation employees who agreed that *****Crume Installer should have complied with the request to wear a mask. ******* scheduled an installation for November 26, 2022 after Thanksgiving. • November 26, 2022 called ***** Installations Services to inform them that the Crum Installer did not show-up or call after we waited the entire day. • November 28, 2022 we contacted *****-****’s Installation Services to report Crume Installer No-show. She promised a call from Crume Installers before the end of the day. We never received the call. • November 29, 2022 we spoke with *******-Crume Installation for November 30, 2022. • November 30, 2022 we spoke with *******-Crum Installation to report another broken promise to install window blinds. We wasted another day of our time waiting on installation. She rescheduled again for Dec 01, 2022. • November 30, 2022 we asked *******-Crume Installation and *****-****’s Installation Services for the names and addresses of their Presidents & CEO to write a letter of complaint and they both refused our requests. • December 01, 2022 Crume Installation finally installed my custom blinds. After the installation was completed, the installers and I discovered the open/close mechanism in the blinds were installed backwards. The motion used to close the blinds actually opens them and vice versa. These experiences are unacceptable. We have been loyal ***** customers for years and recently purchased thousands of dollars of items. This experience will end our relationship with ***** and Crume Installations. I look forward to your immediate response. Respectfully, ***** A. ****

  Business Response

  Date: 03/21/2024

  Hi *****,

  Based on notes in our system, this job was listed under ***** ****, rather than ***** **** hindering location of the job. 

  We have located and investigated. Please see below breakdown:

  11/4/22: notified product recieved by ***** which prompts Crume to begin scheduling process. 

  11/9/22: customer contacted and provided date of 11/22/22 from 2-5 which was confirmed. 

  11/13/22: customer contacted ****** support team requesting a date, ****** rep provided the confirmed date of 11/22/22.

  11/22/22: installer is running behind and attempted to contact customer. Customer did not answer. When installer contacted ****** to advise, they conferenced the installer in and advised he will be there to install but is running behind. 

  11/22/22: upon arrival installer is requested to wear a mask by which he does refuse and leaves. This is unacceptable behavior, however the installer does have a choice as masks are not mandated by a government entity nor *****/Crume. 

  11/22/22: customer and installer notify ****** support team of the mask incident. 

  11/23/22: the job is placed on reschedule status but a date is not provided by Crume yet. The store has advised customer that the job is rescheduled for 11/26/22 however ****** does not schedule, this is a Crume process. 

  11/28/22: customer advised by ****** that Crume is attempting to reschedule. 

  11/28/22:  customer confirmed for 11/30/22 from 3-6pm with different installer. 

  11/30/22: 3:41pm the installer has attempted to contact customer twice, no answer. Installer arrived at customer home, knocked on door, took a photo, and waited 5-10 minutes before departing. 

  11/30/22: 6:26pm customer called ****** support team stating they are unhappy with the service however did not address not being home. 

  12/1/22: the job is closed out however no indication via notes of product nor installation issue. 

   

  It would appear the customer is frustrated with process communication, installer mask refusal, as well as their lack of communication as well. Product malfunction and quantity delivered is based on ordering and vendor relations, unrelated to the installation. On behalf of Crume, we do apologize for the delays and behaviors of original installer. However Crume does not feel this warrants 100% refund. 

   

  Please let me know if you have further questions .

  Thanks *****! 

   

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  ---