Complaints

This profile includes complaints for Gardner White Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gardner White Furniture Company has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gardner White Furniture Company

  6500 E 14 Mile Rd Warren, MI 48092

  
• 

  Gardner White Furniture Company

  4945 Dixie Hwy Waterford, MI 48329-1709

  
• 

  Gardner White Furniture Company

  39453 Ford Rd Canton, MI 48187-4320

  
• 

  Gardner White Furniture Company

  45300 Hayes Rd Macomb, MI 48044-3846

  
• 

  Gardner White Furniture Company

  4400 E 14 Mile Rd Warren, MI 48092-4326

  

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:03/22/2025

  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 am shocked they have an A+ rating based on all the reviews and feedback I've seen, along with my own experience. I purchased a section on 10/05. It was delivered shortly thereafter late in the evening 9pm ish, but that was ok. It was set up quickly and the electronic console was never checked by the delivery team. Upon plugging it in, we found it didn't work. I called immediately and was directed to call ************. was not a warranty issue, it was delivered not working. A service person came out after a couple of calls, and said he would order a part. I asked that a new console be delivered this one taken. I called to followup 6 times and spoke to ******** ******* and ******. Each time they would look into and call me back, never did. I had surgery in November, so I called back again 12/19. terrible terrible service. at this time, I have not heard back and no one has called me to check to see if it was resolved. I would prefer NOT to deal with them going forward. I would just like a new console delivered and the one that never worked removed. thank you for your assistance.

  

  Business Response

  Date: 04/03/2025

  Greetings,

  I understand your concerns and apologize for your experience. We want to assure you that a thorough review has been made of your account. 

  Upon further review, we are happy to resolve this concern by issuing an exchange on your console. Someone will be reaching out within ***** hours to schedule a delivery date. Again, we do apologize for inconveniencing your time and for any frustration caused. 

  Kindest regards,
  

  
  

• Initial Complaint

  Date:03/09/2025

  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.

  Repeated Delivery Problems: I have faced multiple delivery issues including missed deliveries, incorrect items, delays, damaged goods. Despite reaching out to their customer service team, these problems have not been resolved.After reporting these issues, the company has failed to follow up. I've had to reach out several times Their lack of communication has made it extremely difficult to resolve the situation.Most concerning, I recently received a recorded phone message regarding a replacement delivery. The message referred to me as a "low value customer." This is completely unacceptable and highly unprofessional.

  

  Business Response

  Date: 03/12/2025

  Greetings,

  I understand your concerns and apologize for your experience. We want to assure you that a thorough review has been made of your account.

  After further review of your account, we are concerned for the lack of follow-up and communication from our side. For inconvenience caused, we have processed a $150 Gardner White gift certificate to the address on file. Again, I apologize for any inconveniences caused.

  Kindest Regards,
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  My problem is that Gardener White and their protection plan doesnt honor their protection for your furniture. They try to come up with excuses not to honor their insurance protection, but they push this insurance coverage.This was my first time purchasing something from them; but it also will be my last time making a purchase their. Im a senior citizen on a fixed income I dont have money to waste like that

  

  Business Response

  Date: 03/06/2025

  Greetings,

  I understand your concerns and apologize for your experience. We want to assure you that a thorough review has been made of your account.

  After further review, I see that Furniture Care Protection has come to the conclusion to address the issues with the framing of your merchandise. The delay in the service was due to the damage not being reported immediately upon discovery. For future reference, please report any concerns as soon as they are noticed to ensure prompt assistance.

  I apologize for the frustration and any inconveniences caused, please contact Furniture Care Protection to complete the process and schedule a service appointment. 

  Kindest Regards,
  

  
  

• Initial Complaint

  Date:02/06/2025

  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 purchased our couch from Gardner White in *********, ** on 9/10/23. We paid $2878 for the couch. The couch has been an absolute nightmare. We immediately began having problems with it. The fabric was peeling off all over. A foot piece broke. There has never been a time where all of the fabric is intact. We recently had an issue where the zipper on the seat cushion cover broke off and the cover is coming off, exposing the cushion foam. We contacted the warranty company to replace it and its been 6 weeks and they said it takes ***** weeks for the parts to come in. So we have to have no cushion cover for more than 3 months, maybe 4. It always takes 3-6 months for them to replace something. Well, today 2/5/25, the couch CAUGHT ON FIRE due to some unknown electrical problem. I WAS SITTING WHERE IT CAUGHT FIRE. Thank goodness I wasnt injured. You cant see the wiring that caught fire, but the arm rest crack was smoking and it stopped when I unplugged the unit. I contacted the warranty company and expressed that I no longer feel safe with this couch in my home. They said it would be a process to get a different couch or a replacement. So theyre literally leaving me with a FIRE HAZARD in my home for an undisclosed amount of time but theyre suggesting its going to be a long process. I do not feel safe. It is not okay for a company to let a customer who paid nearly $3000 live with a couch that is constantly a disaster and safety hazard. They sold us what was supposed to be a luxury couch and instead we got a piece of c*** that always has holes or doesnt work. And now it poses as a huge safety hazard and could literally catch my house on fire at any moment. It almost caught ME on fire because I was sitting right where it was smoking. I do not feel safe. They told me this was high quality and its dollar store quality. I want my money back. I tried to add pictures but it was too big. I need this couch out of my house. We could have been hurt, my family or dogs.

  

  Business Response

  Date: 02/10/2025

  Greetings,

  We understand your concerns and want to ensure you that we have thoroughly reviewed your account.

  Upon further inspection, we see that the merchandise is no longer covered under Gardner White's one-year manufacturing warranty. However, we notice that you have already reached out to the extended warranty through Furniture Care Protection (FCP) regarding the issue. *** is currently awaiting photos of the damage to proceed with your claim. We kindly ask you to contact *** to complete this process so they can review your concern and provide a resolution.

  Please note that Gardner White cannot override any resolution provided by Furniture Care Protection.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  

  I do not want ANOTHER replacement  its replacement after replacement and its never ending with this couch. It is now a huge safety hazard and I dont want it in my house. I want my money back. This couch has been a nightmare. We were under the pretenses that this would be a luxury couch. We paid nearly $3,000 for it. It has fallen apart since day one. Our first issues within the first 90 days. Warranty replacements from the store and from the warranty company take 3-6 months to fulfill. By the time we see that replacement, we have MORE problems to open claims on. Often having multiple claims open at a time or being told that we cant open a new claim until the other claims have been managed. We are constantly using a broken couch and have never EVER in our time owning this couch not had a problem that we are waiting for resolution on. It is time that we receive our money back given that in no way has this couch fulfilled the expectations that were set when buying it. It has constantly looked like a beat up couch that is 10+ years old despite it being brand new. Not to mention IT LITERALLY CAUGHT FIRE UNDER ME. That could have been my children sitting on it. They could have been injured. This couch is a giant safety hazard and I dont want warranty replacements, I want a new couch and I cant do that unless I get my money back. I refuse to allow it to be fixed or replaced. Im a sitting duck just waiting for it to catch fire again. What if Im not around when that happens and it burns my house down and kills our animals and destroys everything we own? Will you be paying for the losses? I cant take that risk. We have 9 helpless pets (reptiles included) that we cannot risk the lives of. Two children. My husband and I. Do you want to risk that? We need our money back so that we can move on. This couch is not safe. A warranty replacement is not sufficient. Only a refund will work for us. We cannot wait another 3-6 months for resolution on this. We need a resolution NOW and that is only to have our money returned to us. Gardner White and the warranty company have failed to take action within an acceptable time frame and we have had it with this situation. We are at our limit. We are sick of owning a brand new couch that is constantly falling apart and now almost causing significant damage to our home and our wellbeing. I cannot wait any longer. This needs to be resolved now. This needs to be over.

  Regards,
  
  ****** ******

  

  Business Response

  Date: 02/16/2025

  Greetings, 

  We have reviewed your reply to our initial response. A second inquiry was made regarding your account. It has been determined at this time; we have concluded that there is no further action that can be offered for this current situation. 

  Gardner White is unable to waive or override any resolution provided by Furniture Care Protection, I see that Furniture Care Protection is sending one of their technicians to the home to inspect the merchandise. Until the inspection is completed, we are unable to proceed further.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 02/16/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The company that oversees service and replacements has denied our request to replace some of our big problem pieces. Despite the problem being caused by poor manufacturing and cheap materials. We dont even use one of the sections that is missing fabric that they are refusing to replace. They are only sending someone out to see the section that caught fire. But it could **** *+ months to receive a replacement. We want our money back. This is poor manufacturing and poor business ethics. We are not being helped and we do not want this safety hazard in our home anymore. Its not a matter of warranty replacement, its a matter of a business realizing that the product they sold a customer is not withholding the agreement they made to give us a quality piece of furniture. We do not abuse this furniture, it is basic, every day use that is causing it to fall apart and CATCH FIRE. We need to be absolved of the financial burden of this furniture and the stress it has caused our family due to Gardner Whites inability to manufacture quality products and uphold their claims of a warranty that would be useful to us. Instead of the timely services we were promised, we have spent more time waiting for parts to be replaced for this couch than we have been able to use it happily. We have never ever had one point in time where all pieces were in good condition. It has been falling apart since day one. We cant continue fighting over this constantly. We need our money back. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/11/2025

  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.

  The company sold a cleaning service that is fraudulentit doesnt exist. Please reach out for more information. We are seeking to be reimbursed by the company and havent received a resolution to date.

  

  Business Response

  Date: 01/14/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  After further review of your account, I see a service technician was sent to your home on 1/11/2025 to inspect a dirt spot on the merchandise. While our technician was prepared to clean the spot, the service was declined as we do not provide an overall cleaning.

  Please note that our one-year manufacturing warranty covers single incidents, which must be reported within 5 days of occurrence. We apologize for any confusion this may have caused. 

  Kindest Regards,
  

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  The bed was put together wrong. Has not been repaired. Brought in Aug. Repaired man has been to the house 3 times. Still not repaired.

  

  Business Response

  Date: 01/09/2025

  Greetings,

  Upon further review of your account, I am happy to see that these concerns were addressed and resolved with an exchange on the complete bed set. 

  Someone will be reaching out to you within 24 hours to schedule a delivery date that works best for you.

  We apologize for any inconveniences caused.

  Kindest Regards,
  

  
  

• Initial Complaint

  Date:01/07/2025

  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 purchased a rocker recliner last January 2024. The recliner broke in early October 2024. A service person came out and said a part needed to be ordered. No one has given me an update so I called today it's been three months already now I've been told it'll take until mid February. It's unacceptable to purchase a piece of furniture and have it break in less than a year. Then wait over 4 months to get it fixed. I have a sofa also purchased the same time as the chair. That's all I've had for seating. I've tried to email them, but was told to call the same people that tell me that's just the way it is, that parts take a while. It's ridiculous and I'm out of patience. The only one worried about my chair is me. I would like a replacement chair. I also purchased their warranty that seems to be a joke. This is one of the worse retail ordeals I've gone through. I think over 4 months is a ridiculous amount of time for a part. I am very disappointed with Gardner White. I will never purchase anything from them again.

  

  Business Response

  Date: 01/08/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  I have reached out to my parts team to verify the estimated time of arrival of the part, and we are supposed to be receiving it later within this month.

  Part orders take approximately 8-12 weeks to arrive, although in some cases, this can go over the 12-week estimated time frame due to ordering our parts straight from the vendor to ensure the quality of the parts. As well as ensuring that the merchandise returns to its factory standard. As soon as the part arrives, we would contact the customer to schedule the part installation.  

  The customer is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. If the customer is having persisting issues with a separate piece of merchandise, the customer can reach out to our customer experience department at ************ and we would be happy to send an additional technician out to the customer's home to evaluate the concern.

  After careful consideration, we have concluded that we are only able to go through with the service and repair warranty. No additional actions can be taken for this situation.
  

  
  

  Customer Answer

  Date: 01/08/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:01/07/2025

  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 rocker/recliner from Gardner-White that was delivered on 11-26-2024. It was an early Christmas gift for my husband. Upon delivery, my husband noticed that there was a manufacturers defect in the rocking mechanism and one in the reclining position. The chair would not rock properly and the metal taps that prevent the chair from going back to much in the reclining position where bent. We called Gardner-White within 24 hours and expressed our concerns. We where told we had to wait until 12-10-2024 to have a video call from Gardner-Whites technician about repairing the chair. We called again and I expressed to Gardner White that I wished to have a new chair or a refund. I was told that they could only repair the manufacturer defective chair and that a refund would take about $125 from what we spent on the chair to restock it. That didn't make sense to me as the chair was delivered with a manufacturers defect. My husband has tipped over in that chair twice due to the metal taps being bent. Again we contacted Gardner-White and they said it would take 4-6 weeks for the parts to come in and than they didn't have a repair person in the area and would have to find someone to repair the chair and that could take up to 12 weeks. I feel like we are getting the run around with Gardner-White. All we wanted was for them to replace the chair with a working one and they refuse to do that. It would be more timely and cheaper for them to just replace it as we wished.

  

  Business Response

  Date: 01/09/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account.

  We apologize for any inconveniences that this may have had for you, although the chair is currently under a 1-year manufacturing warranty. Meaning that the merchandise is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. 

  We currently have the parts on order that are needed to repair this chair back to its factory standards. Our service technicians will be the ones to install the parts once they arrive at our warehouse. As soon as the parts are in, we will contact you to schedule installation.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 01/09/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] This chair is a safety concern due to us tipping over in it and have to wait wait a couple of months, while the chair continues to get worse, is not a reasonable time frame.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/04/2025

  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.

  Visited Gardner White in ********* to purchase a mattress on or about December 8, 2024. Stated our priority was comfort, as we are over 50 and having achiness while sleeping. The salesman recommended Tempur-pedic, and that is the only mattress he provided any information on. When walking around, asking about other mattresses, he did not provide any information and said Tempur-pedic was the only mattress we should get. We purchased the mattress, we are still not sleeping, we would like to purchase another mattress, regardless of price, and receive a refund if it is less, willing to pay more if an appropriate new mattress cost more. However, once a purchase was made, we no longer have the ability to look at any lower price mattresses. This information was not originally disclosed by the salesman, The salesman was very clear and specific that we had up to 90 days if we did not like the mattress. He failed to disclose the part about price and needing to be the same or higher. I feel we were misled, and never provided an opportunity to make a decision based on complete information.

  

  Business Response

  Date: 01/05/2025

  Greetings,

  We empathize greatly and want to ensure you that a thorough review has been made of your account. 

  Generally, mattresses are non-returnable and non-refundable. The pledge allows you to reselect in the event that there is a comfort concern. The pledge specifically states that the mattress must be in the home for a minimum of 60 days and does have fees attached to it as well.
  

  The Pledge fees include a 10% restocking fee as well as a $199.99 processing fee which is stated on the customer's receipt as well as the website.
  

  At this time, the customer will have to wait the ****** period and if the customer decides at that point to reselect, they would be required to pay those fees as stated in the paperwork and reselect into something of equal or greater value. If it is of less value, the amount left will not be refunded. 

  There would be no further action we would take due to no errors that were made on Gardner White's behalf.
  

  
  

  Customer Answer

  Date: 01/05/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  While I am willing to wait the 60 days before determining acceptability of the mattress, my main complaint is that I was only offered a mattress at the top end of my price range. My comfort was not of concern and I believe I was misled. I take exception to the Of equal or greater value requirement, as I was not offered any options of any other value.

  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:12/05/2024

  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.

  Purchase date 6-6-24 1yr warranty with a purchased extended warranty.On 6-22-24 a service call was placed due to a squeaking noise coming from the unit. Service tech came out and labeled the noise as "break in of a new unit".On 9-17-24 another service call was created due to the electronics on the left side of the unit being dead. Service tech came out and agreed that the electronics needed to be replaced. Order was submitted for replacement parts. Replacement parts arrived and were installed approx 9-27-24.On 9-30-24 service request was made via Gardner White website form. Nothing was done.On 10-2-24 I called and was told that the previous request was never taken care of. Another service order was created. On 10-10-24 service tech arrived and confirmed that the electronics needed to be replaced.On 10-24-24 I contacted Gardner White (Deseri) about the replacement parts and was told that they were on order. On 11-17-24 contacted Gardner White again (******) and was told still on order and would take 8-10 weeks for replacement parts to arrive. Asked to speak with a supervisor and was told there were none available.On 11-7-24 email was sent to ****** ******* with no response.On 12-2-24 Left message with Gardner White HQ with no response.On 12-4-24 contacted Gardner White (Bionta) and was again told parts were on order and could take 8-12 weeks for arrival. Asked to speak with a supervisor and was again told none available. She stated she would forward my request to a supervisor and that someone would get in touch with me.This was a financed purchase and I am paying on a unit that does not work 100%.This is UNACCEPTABLE. At this point I am requesting that the unit be replaced with a new unit and have inquired about this but falls on deaf ears.

  

  Business Response

  Date: 12/08/2024

  Greetings,

  We empathize greatly and want to ensure you that a full review was made of your account. 

  Generally, part orders take a minimum of 8-12 weeks to arrive in. As soon as the part arrives, we would contact the customer to schedule the part installation. The customer is under a service and repair warranty through the manufacturer, we would be required to service and repair any concerns that are occurring. If the customer is having persisting issues with the merchandise, the customer can reach out to our customer experience department at ************ and we would be happy to send an additional technician out to the customer's home to evaluate the concern.

  Kindest Regards,
  

  
  

  Customer Answer

  Date: 12/08/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] This is a financed product that I am currently making payments on. The item financed was to be in 100% functionality and it is not therefore I am paying for a non 100% product. And being that this is the 2nd (second) issue with this unit I am insisting that it be rectified by replacing it with a fully functional unit. Making a customer wait 8-12 weeks (2-3 months) for repair is ridiculous. When does customer satisfaction come into play?
  
  Regards,
  
  *** ******