Complaints

This profile includes complaints for Manny's Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Manny's Appliances

  51 River St Greenfield, MA 01301-3116

  
• 

  Manny's Appliances

  120 Hamilton St Leominster, MA 01453-2343

  
• 

  Manny's Appliances

  120 Fountain St Framingham, MA 01702-6211

• 

  Manny's Appliances/Breakaway Retail Enterprises

  653 Washington St Claremont, NH 03743

• 

  Manny's Appliances

  121 Worcester Providence Tpke Sutton, MA 01590-2506

  

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:02/15/2024

  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.

  Over charge erroneous fee on credit card . Mannys not giving an adequate reason for the charge

  Business Response

  Date: 02/15/2024

  It looks like to me... **** purchased a ** front loading washer & ext warranty on it was delivered Jan 3rd.... She had problems with that washer & switched to a ****************** that was delivered on Jan 12th. The ****************** cost more than the ** washer & the 5 year warranty. $172.64 more. That's the charge **** must be disputing. Both invoices are attached to this responce.   Jim B***********

• Initial Complaint

  Date:01/18/2024

  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.

  bought a fridge and they have fix it apparently but is not working and they have been to the house more than six times by the time they finish guessing what is wrong the warranty will expire,they have changed so many parts that is ridiculous ,Iwill like for them to give me another fridge Kitchen Aid but a different model

  Business Response

  Date: 02/02/2024

  I apologize,  I do not remember seeing this complaint... I am on the road today. I asked service for all the records on this refrigerator. Once they send it over to me I will send over a respons.  Sorry again,   Jim B********

  Business Response

  Date: 02/03/2024

  I did see on 11/29/22 we replaced a KitchenAid refrig with the KitchenAid refrig. I do see 3 service calls for "no ice" which could mean going out as many as 6 times.  We have a control board on order. Let's revisit this after the control board is installed. You can contact me direct. ************  or **************************************** . Thank you   Jim B**********

• Initial Complaint

  Date:01/18/2024

  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.

  We ordered all new appliances from Manny's in to our new house. There was a significant delay, but we received all of our stuff. The double oven will not keep time. We've had a technician come out 5 different times. Once they actually replaced the control board, but it didn't fix the problem. The tech has been out multiple times since the board replacement, yet we haven't been made aware of any resolution to the problem and it has been months. Manny's claims to be working on it, but it has been months. The refrigerator ice machine has now broken twice. They attempted to charge us for that fix, but corrected that before it became a larger issue. The microwave has also been problematic. I don't blame Manny's for the faulty equipment, but I do blame them for not fixing it or getting it fixed the right way. Most of all, I blame them for not responding to us in a timely manner. We bought all the service plans, spent a bunch of money to have everything installed, and it's kind of junk.

  Customer Answer

  Date: 01/18/2024

  Thanks for messaging me.

  I would like the clock to be fixed once and for all. I would like them to fix the microwave too. Apologies for the refrigerator, it should be ok soon, just waiting on the part.

  Business Response

  Date: 01/18/2024

  I checked with our service manager Jay, before writing this response. I'll start with the double wall oven....After speaking with Marti this morning, Jay contacted our ***** Appliance sales rep asking for him to replace the wall oven. We should have an answer in a day or so. If I have all the ducks in a row. The wall oven works perfectly. It just doesn't keep the time of day correctly on the clock... Refrigerator....We had to adjust the slides in the freezer to allow the door to close properly. the last service ticket was canceled. Customer called up & said the ice maker was turned off. I'm guessing it's working fine now. We ordered an "ice Box" this morning ... Microwave... the first time we heard about it having a problem was when Jay was on the phone with Marti this morning. It makes a sound when turns on. He said that could be normal... he's willing to send a tech out to listen. We apologize for the delay in repairing the appliances. Sometimes it's the time it takes to receive in parts. Other times it's fitting a service call on the schedule.  Jim B***********;   

  Customer Answer

  Date: 01/18/2024

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

  The response is not factual. The double wall oven has been on their radar since the summer of last year. They fixed it once, it didn't work, they've been out multiple times since then without any communication regarding a fix to the problem.

  The refrigerator has had ice machine issues twice now, the tray that they ordered this morning...THIS MORNING.. is a second incident with the same issue. The drawer problem was also addressed twice. Once when the first ice maker problem came up, and then again a few weeks ago. 

  The microwave was reported by my wife in a phone call with them at the beginning of this year. I followed up with a message to the store that we purchased it from. The message was sent on January 11th, in an attempt to get some sort of response from the company which we did not get until today, after I filed this complaint. 

  I have a bigger problem with the communication from Manny's than I have with the appliances. Good communication makes all the difference in the world, and in this aspect Mannys's has failed. I find it unfortunate that they chose to ignore our call and complaints until this was filed. 

  I will be more than happy to withdraw my complaint once everything is settled, but it is not settled and we do not have functioning equipment. The statement "The wall oven works perfectly" is not an accurate statement, if it work perfectly I would not be asking for it to be fixed. A $5 kids watch keeps better time than the $4000 oven I purchased. 

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

  Business Response

  Date: 01/27/2024

  I'm sorry if I worded my response incorrectly about the problem with the wall oven. I know the problem was keeping time of day... not with cooking functions... I don't believe I mentioned the length of time the clock did not work properly. HERE'S our service managers response......  

  We have logged 3 separate service calls trying to address the issue of the clock on the oven.  We have also replaced 3 parts including the control panel, blue display and the display board per ****** recommendations. We have also done a factory reset hoping that would work as well. None of the above has worked with the clock advancing in time. During this time all other functions of the oven are working perfectly and they had no complaints of cookability with the oven. We have been in contact with ***** with regards of trying to get the clock issue resolved. ***** has requested a picture of the Model and serial tag and we have been waiting for the customer to send them.  
  

     I do want to add that logging a compliant with BBB did not make Manny's act any differently.  In my original response I mentioned that our service manager spoke with Marti that very morning trying to resolve all issues. Before we learned about any compliant. We are just waiting on a picture of the wall oven tag so we can continue with the process of exchanges it.

                                                                           Jim B********

        

  Customer Answer

  Date: 01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: The problem still isn't fixed. The microwave was reported before the 18th, to the ****** store. I wouldn't have placed a complaint with the BBB if the company had communicated with us. They 100% did not, despite us calling numerous times, messaging them numerous times. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/29/2024

  We want to correct your issues.     Right now, I believe we are waiting for a picture of the double oven serial tag to proceed with ***** to exchanging it.  My e-mail is *************************************** my cell ************ 

  Please feel free to  contact me directly..... my position with Manny's is General Manager.    Jim B*********

   

   

   

   

                                             

   

  Customer Answer

  Date: 01/29/2024

   
  Complaint: ********
  

  
  I am rejecting this response because: We will wait until the issues are resolved to our satisfaction. Pictures were sent three days ago and acknowledged by the Service Manager. Communicating through the BBB is not ideal. Manny's has every bit of our contact information.

  These replies feel like an attempt for me to not respond as doing so would result in the complaint being closed by the BBB as "resolved".
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/29/2024

  Thanks for the serial tag.....Have a GREAT day!!!!

  Customer Answer

  Date: 01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: this is not a solution to the issues raised, it is only an acknowledgement of what we sent to Manny's. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/29/2024

  We should keep an open line of communication going here......In case you didn't understand... .We needed the picture of the tag to proceed with getting you a new wall oven...your wife mentioned "life has been hectic" but Jay emailed you for the pic of the tag on the 16th, 18th, 22nd & 26th. (I think you have our attention)...I know you do not believe this... but we want to resolve ALL your issues. Please be patient on this wall oven. We just forwarded the pic into *****.  We are waiting for a response back from them.  Being able to use both ovens at this time is a blessing...Please allow the process to work itself out.

  Customer Answer

  Date: 01/29/2024

  The company keeps messaging me. Your system is designed to close the complaint if I don't respond, but they are using you system to communicate. 

  I don't want to keep responding, I'm not satisfied with their response.

  What should I do? 

   

   

  Customer Answer

  Date: 01/29/2024

   
  Complaint: ********
  
  I am rejecting this response because: not resolved yet. Messages are not indicative of closure or resolve.

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

• Initial Complaint

  Date:06/26/2023

  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.

  5-31-2023 I purchased a whirlpool refrigerator from Mannys in ********* **. after delivery I noticed the door to fridge  did not shut right gasket was popping out I put it back in but it keeps coming out also noticed there were parts in a bag that were not put on? I contacted Mannys and they sent someone out who took 2 seconds and popped it in like I do and said have a nice day still keep popping out door dont shut right called Mannys asked for refund or another fridge he said he had to make a couple of calls when he called back he said he has to talk to his manager paid 743.45 for a defected fridge

  Business Response

  Date: 06/27/2023

  Hello, *************** did purchase a Whirlpool refrigerator from Manny's on May 31st. It was delivered on June 6th. Yesterday our service department went to ******************* home to look at the door gasket that would not stay in place. It's a all to  common problem with Whirlpool refrigerators. There are no parts to a door gasket. The parts *************** might be talking about are related to reversing the doors. My guess is ... he knows that already.. After pushing the door gasket back in, *************** got extremely agitated. with our service tech. Whirlpool's fix for this is to glue the gasket in. When our service tech suggested that, *************** lost his mind. He said " he didn't want a n-------   rig job" where as my tech said to have a nice day & left.  I just wanted to add that I called *************** hours before receiving this complaint from the BBB, trying to resolve this issue. I called again 6:55PM before I left and again this morning. Each time I had to leave a message. I told him that his refrigerator was out of stock. We could order *************** a new door gasket, glue his gasket or we could pick up the refrigerator and issue him a refund. I would like *************** to apologize to my service tech for the "vulgar" language he subjected him to.    *********************

• Initial Complaint

  Date:03/01/2023

  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.

  Our refrigerator broke back on July 3, 2022. After multiple attempts, a service call was scheduled for August 15. When no one showed up that day, I called to inquire and was told the person had scheduled it for July 15. The fridge was serviced and broke again less than a month later.In late September, we had another service member come out again. It was found the condenser was broken. They did supply a loaner fridge the next day as we'd been without a working fridge for some time. Once the part came in, the technician incorrectly replaced the condenser - further breaking the refrigerator. It was confirmed a new fridge would be supplied but it was backordered and might take a few months (e.g., December). It's now March. I have called and emailed the Service Manager asking for an update repeatedly. There has been no response. I spoke with someone in Sales once mid January and asked them to follow up and see if they could attempt to "fix" the fridge in the meantime. I was told they would get back to me and have not heard back.

  Business Response

  Date: 03/02/2023

  Good morning,

     ****** was contacted yesterday by our manager in the ********** store, where she purchased her refrigerator. The replacement KitchenAid refrig was still on back order. ****** agreed to switch to a different model. Delivery is scheduled for March 8th. Her invoice is attached.  As a retailer, we have no control over manufacturers production times. I'm glad she switched. As, our service manager not returning her e-mails.... I checked with him this morning and the last email he had from her was October 11th. As our sales department not getting back to her... I apologize.

   

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

   

  Customer Answer

  Date: 03/02/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:12/12/2022

  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.

  Purchased a ** glass stovetop in May. Was damaged in June still under warranty. Mannys came in August to attempt to repair, but wasn't able to because the replacement part they brought over was damaged. I've called numerous times since August about actually getting it repaired and Mannys keeps giving me the runaround that ** hasn't sent them the part yet. It is now December and I still don't have a working stovetop since May. I'm tired of their inactivity, their lack of communication and excuses. This is unexcusable considering the time frame. I need some immediate action now!

  Business Response

  Date: 12/12/2022

  **** purchased a ** smooth top electric range from Manny's and it was delivered April 30th. Customer called us for service early June. Our tech discovered the glass top had an "impact break" not a manufacturer defect. Damaged was caused by the customer is not covered under warranty. Manny's ordered a new glass top and was charging **** just  for a service call. We were trying to get the glass top at no charge from **. The new top arrived on Oct 11th. When we went to install it we discovered the new top had a dent on the corner on the frame. Our service tech explained to the customer that he would install the new top and re-order a new one. He would come back and replaced the damaged top with the new top. Customer said no. He refused the damaged top. He could have had a working top all this time. (with a small dent)  As of today, we checked with **, the glass top is still on back order. Since it is not under warranty, **** can call any service company and try to get it sooner.

  I understand his frustration. **** called our service department a couple of hours before contacting BBB today. He wanted a new range. We said no. Since it was not a manufacturers defect but damage caused by the customer, there's no way for

  Manny's to ask ** for an exchange of his product. The new glass top is still on order and we will contact **** as soon as it arrives. 

  *******************; 

  Customer Answer

  Date: 12/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The date reported of October 11th is incorrect -it was August 9th . The guy that came to install said broken top had told us that he himself would not accept a damaged piece and who the heck would?!?! Then said he would go back and order new top. We called every two weeks since the second week of August and got the same response-" it's on order" that was the only line of communication during this entire time and always initially us. Until today December 12th we had no idea they ordered the part two more times and both of those times the product was also damaged. We were also told the replacement part would be covered but we needed to pay for the service call, fine. Had anything been communicated in the last 6 months then we could have had it fixed by another company. We just assumed Manny's would fix it and why wouldn't they? This was purchased via their company and since it was damaged within 60 days,it felt like their company would be the best to use. 
  Sincerely
  
  *********************

  Business Response

  Date: 12/13/2022

  First thing... there is no manufacturer's warranty when a customer damages a glass top. I attached the warranty page of ****'s range he would have received with his range.

  I apologize I had the date wrong.  We went out to replace ****'s cook top on July 21st or 22nd. That's when we discovered the replacement cook top had a dent on the frame. I not sure if it was communicated correctly that he could have kept that cook top while we ordered another. The 2nd cook top came in October 11th, also damaged. We have been waiting on the 3rd cook top to come in. Having the dates wrong did not change a thing. Again, I apologize.

  I talked with our service manager this morning. The delay was the top being shipped to *****'s directly from *** Without cost to *****'s, so we didn't have to charge **** for it.  Trying to save our customer the expense of the top and a service call. Manny's will order a top and pay for the top. We should have it in 5-7 days. Then we can schedule the top to be installed. Manny's will pay for the top, **** will pay for the service call.  Up front.  The past 3 years with supply issues have not been fun for any industry. We were trying to help the best why we could.  We do value each and every customer. Somethings are out of our control. Like parts.       *********************

  Customer Answer

  Date: 12/13/2022

   
  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,
  
  *********************

• Initial Complaint

  Date:11/07/2022

  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.

  We purchased nearly $10,000 worth of appliances over 6 months ago. Originally we were going to fork over about $13K, but went with this brand because delivery and quality were top notch. To date, we are still missing 2 major components of our purchase. In addition to not having all the appliances, one of the major pieces that has been delivered (refrigerator), broke within the first month and we are still awaiting replacement parts for it to be fixed. In the meantime, our ice maker doesn't produce ice. Every time we call it's the same story. We want our appliances. We want them all to match (as we planned) and we want answers, not the runaround we keep getting. We could have gone with a different store, we could have gone with a different brand, but there was a sense of reliability and assurance from the salesperson (who was great by the way) but it hasn't come through. We want answers.

  Business Response

  Date: 11/22/2022

  I called ******************************* this morning. ******* made this complaint about 2 weeks ago. I, for the record, did not see the original complaint e-mailed to me. Since then, our service department went out last week and replaced the ice maker in his refrigerator. The wall oven was also delivered and installed last week. The only item he is waiting for is a microwave and that will be dropped off tonight at his home. I also checked with our service department and there are no additional parts on order for him. ******* did confirm that to me today. *******************;

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  *******************************