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:06/29/2023

  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.

  I purchased over $5,000 worth of appliances and installation services in November of 2022 for a new build home.Scheduled delivery was delayed and I asked for a quick reschedule. When appliances were delivered, hookups were not available for installation (which I didn't know until they were there). Therefore, installation services were not completed at that time. I was told I would be charged an additional $199 for the service technicians to return. The cost of the services not completed = $623.One of the refrigerators I purchased never worked - it was 60 degrees inside and never cooled. I asked for the techs to come and service it. I was told that they couldn't service it and would deliver a new one. When they called to schedule the delivery of the refrigerator (which only cost $388), I was informed it would cost me $199 for them to bring a working refrigerator. I then asked for a refund of the installation services, and I asked for a refund for the defective refrigerator. I was told they would not provide a refund for the services not completed, nor for the refrigerator. They told me to come and pick up the refrigerator.

  Business Response

  Date: 07/20/2023

  ********'s total on her invoice including installation, appliances and accessories was $5,067.95. Her address is 28 miles from our location. We typically deliver along the coast, and her address is no where near any of our deliveries or service locations. We made a one time exception to deliver out there, as her address on her invoice was a local ********* address. ******** said she was ready for delivery and installation, so we scheduled our crew to go out and install her items. The day that she was scheduled for delivery was 6/12/23. Our delivery crew member had to rush his mother to the hospital and could not come to work. ******** was contacted at 7:53am to let her know her delivery would not be able to happen that day. She insisted she would be able to get her occupancy permit and other major things until appliances were installed and so we did all we could to get out to her just as soon as we could. We went out on 6/14/23 to install. When our crew arrived they found she did not have electrical hook *** where they needed, or water for her dishwasher therefore they were only able to install some of her items where there was appropriate hook ***. She contacted us on 6/16 to let us know one of her refrigerators was not cooling. We were going to send a tech out to look at it but when we contacted the manufacture they let us know they would just advise us to order a new one and would not pay us to fix her current one. She advised us that it was no rush as she had 2 other ones anyway. We ordered ******** a new refrigerator, and let her know we would have to charge her a delivery fee or she could pick it up. She has fought back and fourth through text about the fee as well as thinking that we should refund her the install fees she paid us since we did not install all of her items. She took up our booking slots the day she was scheduled for install, and our guys were ready and willing to install, after she scheduled the appointment, she was the one without the appropriate set up to do so. ******** has since disputed her credit card charge (thus providing herself her own refund. )  There is nothing else for us to refund her since she has already created her own solution. We tried to work with her to provide her a solution and she was just unwilling to work with us towards a resolution. 

• Initial Complaint

  Date:05/16/2023

  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.

  I ordered a Kitchenaid built in refrigerator on 11/23/21. I did not receive the refrigerator until 3/13/23 due to production delays. Over the course of the 16 month delay I worked with a couple of sales people checking on status. The original invoice offered a price match discount of $50 as well as a $200 customer pick up discount because I am located outside of the vendors delivery range. Due to the extended wait time, the salesman offered additional discount of $200 as well as a complimentary delivery. I received an invoice on 10/13/22 via email which showed the original discounts as well as the additional $200 discount and complimentary delivery due to extended wait time. On November 1, 2022 I was passed on to the owner's wife whom handled my order from that point on. When I was finally informed that the fridge arrived I received an invoice for higher than the amount of my latest invoice rec'd on 10/13/22. The owner's wife told me they would not honor the additional $200 discount that was extended to me since they were delivering the fridge to me. Again, I have everything in writing from the sales person stating that I would receive a $400 discount plus the complimentary delivery due to the long wait time (16 months) as well as an invoice showing the breakdown. Aside from the extremely ridiculous delays, the sales people I dealt with were helpful. Once I was dealing with *********************; owner's wife, she was not very helpful and very unprofessional. I find it very poor that I had to wait over a year to receive my refrigerator and to add insult to injury the discounts that were extended to me were revoked. I paid the overage because we; a family of 5, had been living without a full size refrigerator for 16 months and we did not want to wait any longer or risk losing the fridge. We built a home and the kitchen was specifically designed for specific model number appliances. Also, in regards to the delivery, the fridge was delivered to my driveway and dropped off.

  Business Response

  Date: 05/23/2023

  It appears that ******'s frustrations are the lengthy time she had to wait for her refrigerator which we completely understand, which is why we offered her a loaner refrigerator for free which she declined. We have no control over the manufacture and we kept in contact communication with her and the manufacture to get updates. The day the refrigerator arrived we sent photos and got it to her as soon as she wanted it, Free of delivery charge, which is not our standard practice, and it was outside of our delivery area by a very long ways. 

  ****** was upset about a $200 "pick up" discount that was no longer being offered, when she no longer was picking up her refrigerator.

  We did everything we could to keep in communication with her, be professional, and try to meet in the middle, offer new options that were readily available. Whirlpool is one brand that has been very behind in manufacturing and unfortunately ****** was one of the customers that was deeply affected by that. We did offer a refund, which she did not want either. We offered many different ways to make this bad situation a bit better, and I do not know what more we could have done. 

  Customer Answer

  Date: 05/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Appliance Advantage did offer a loaner back in Fall of 2022 as stated, however I was told I would be responsible for the delivery cost associated with the loaner; it would not be free of charge. Appliance advantage offered a refund if I chose to cancel my order that I had already waited 12 months for, however in my conversations with the manufacturer, if I chose to place a new order directly with the refrigerator manufacturer they could not guarantee that I would receive my order sooner. I find it very poor business practice that I have an itemized invoice showing the $400 discount including the complimentary delivery, an email stating that I would get a $400 discount AND complimentary delivery and Appliance Advantage did not honor what was offered. That being said, I believe that violates the Consumer Protection Act.  I purchased 2 appliances from Appliance Advantage and did in fact pick up the first item in February 2022 which still qualifies for the $200 customer pick up discount.  I would also like to point out that my refrigerator was delivered and actually mishandled when unloading based on the instructions and guidelines provided by the manufacturer. And yes, I am frustrated about a $200 discount that was retracted. It's a matter of principle and I think that is very poor business. Especially since I have it in writing and at no point during the time when the complimentary delivery was offered was it stated they would remove the $200 customer pick up discount; quite the opposite actually; "$400 off with a complimentary delivery".
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******