Complaints

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

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  ABW Appliances

  8951 Brookville Rd Silver Spring, MD 20910-1806

  
• 

  ABW Appliances

  21750 Red Rum Dr Ste 167 Ashburn, VA 20147-5800

  
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  ABW Appliances

  5526 Nicholson Ln N Bethesda, MD 20852-3102

  
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  ABW Appliances

  4748 Langston Blvd Arlington, VA 22207-2528

  

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:01/17/2023

  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.

  We purchased a ********* unit about two years ago. It wasn't possible to get a Subzero to replace our old ******* at the time. Back in November of 2022 we began having issues with the refrigerator unit and food began going bad. Today in January 17th 2023 and the issue has still not been resolved. ABW has sent people here three times. The first they sent a person who had no idea what was wrong. We had to wait weeks for someone else to come take a look. That individual was able to tell us what was wrong and what part was required. We had to wait another month for the part and when they showed up today, it was the WRONG part. So we are going on nearly 2.5 months with a $13,000 refrigerator that does not work. During all this, we have been told each time that someone will call us to schedule the next visit. Each time we had to call after days of no contact. I expect a full refund for the junk unit we were sold.

  Business Response

  Date: 02/09/2023

  Good morning. At this point in time ABW does acknowledge that, un intentionally, the wrong part was ordered for this unit in order to complete the repair. Upon discovery the correct parts were ordered and we did put a rush request on the delivery. However, due to on going global supply chain issues, parts did take longer then expected to arrive.. This issue has been escalated with in ABW to our Escalation team, and we will be following up today with the client to get a date set for as soon as possible as the correct parts are now here. 

  At this time a refund for the unit is not an option. As per our signed agreement, pleas see attached, that the warranty on the unit from the manufacture is for repair and not replacement. Any decision to replace or refund cost of the units would come from the manufacture and not ABW as ABW does not hold the warranty on the product. 

  We acknowledge that this has been a difficult situation due to the time line, but we are confident that we will have the unit repaired upon the next visit. At this point if the client does not wish to continue working with us, we are happy to refer to another authorized servicer to resolve the issue, however our goal is to repair this unit.

  Thank you

  ABW Management.

  Customer Answer

  Date: 02/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:10/06/2022

  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.

  I bought a new, top of the line dishwasher from ABW Appliances and had it installed by them. The unit does not work. They sold me an appliance that is not functional. I have been in conversation with them about getting a another unit and they are saying that it needs to be repaired first which is absurd. I did not purchase a new appliance that doesn't have a functioning pump to drain water and needs serious repair.

  Business Response

  Date: 10/10/2022

  Good afternoon. While we understand that the situation is frustrating, the terms of the signed agreement 

   Once installed, any request for an exchange or return due to service issues is at the manufacturers sole discretion, not ABW Appliances.
  Product Warranty: The product warranty is for repair, not a replacement, per the product warranty policy. Contact our service department for performance or warranty-related requests that arise after installation. 

  The unit was installed on 8/29/22 and the service case was opened with us on 9/12/22.

  I have attached the copy of the signed agreement for your review.  At this time the unit is under warranty and will need to be serviced under that warranty. There is no charge for this to our client as the cost of any parts and Labor is covered under the product warranty. 

  Abw Management team.

  Customer Answer

  Date: 10/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This comment is indicative of how bad the customer service team is at ABW. The dishwasher was installed improperly and never worked once installed. I called after using it after the first time as the water wouldn't drain from the dishwasher and the error codes would not stop. With that, they sent over another technician that said not only is not draining properly but the drain pump on the dishwasher was broken. The unit was installed improperly and the unit was broken. It's shocking that the customer service team is still responding that way now that I have spoken with the manager of their team and she confessed that there was an issue that should have been resolved at the start as it never worked. 

  
  

  This company needs to really step up their customer service. Installing broken, or non-functioning appliances, that were bought as new then claiming they need to fix it is not okay. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 11/22/2022

  Upon further review, ABW made an exception and replaced the dishwasher on 10/17. Upon installation of the new unit, the unit faulted out again. We sent a senior installer out to look at the install of the new unit and upon inspection, we found a issue with the extended drain line that was added to the unit. The issue was corrected and the unit is working as designed. At this point in time ABW considers this matter resolved. 

  ABW Management

• Initial Complaint

  Date:07/28/2022

  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.

  I bought a suite of applicances from ABW in 2019, and bought the extended warranty ABW offered, from ***************** ********. In early June 2022 my refrigerator stopped cooling. I filed a service request with ***, who assinged the repIr to ABW. An ABW visited after two weeks, and said ABW would order a needed part to repair. After several days, I called ABW, who said they would need to request authorization from ***. It took ABW several more days, and several more calls by me to both ABW and ***, to provide *** the info on the needed part. *** approved the part, and a month later ABW came back to replace the part. It didnt work, and ABW sent another technician back several Days later, who said he would need to order additional parts. When I checked with ABW two days later, ABW still had not submitted the parts request to ***. They did at my request, and *** is now reviewing again. I have been without a functioning refrigerator for over 6 weeks now. ABW and *** do not communicate with each other, I have had to call them both repeatedly, alas to no avail, as round 2 or ordering parts has not yet been completed and I continue to be without a fridge despite carrying an expensive warranty. I want the fridge fixed or replaced, at this point immediately.

  Business Response

  Date: 08/10/2022

   Good morning ********,
  We apologize for the negative experience using ABW and its service. Our goal is to provide our clients with support and guidance through the life of their appliances.  Our client services manager will be in touch with you to follow up regarding your experience and help navigate resolution for the issue.

  Thank You
  
  ABW Management Team.