Complaints

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

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  Warners' Stellian

  550 Atwater Cir Saint Paul, MN 55103-4401

• 

  Warners' Stellian

  1711 Snelling Ave. N. Saint Paul, MN 55113-5791

• 

  Warners' Stellian

  2605 Broadway St NE Coon Rapids, MN 55413

• 

  Warners' Stellian

  5462 Nicollet Ave. Minneapolis, MN 55419-1959

• 

  Warners' Stellian

  7665 148th St. W. Apple Valley, MN 55124-7800

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:01/22/2024

  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 built a new home in June of 2022 (moved in July 2022). We received all of our appliances from Warner Stellian and received whirlpool appliances. Our dishwasher has always been defective since day 1. It has never dried the dishes. We have contacted Warner Stellians multiple times throughout the year- first contact being in November of 2022. They told us what we can try and do to fix that problem and we did everything, however, it still didnt dry the dishes. Fast forward throughout the first year, they came out on two separate occasions to fix the non working dishwasher. The last time they came out to try and fix it was in August of 2023. I called again in November of 2023 to let them know it still isnt working, to which they replied sorry its out of warranty nothing we can do anymore. I fought with them on this and told them its the same issue since we first received the dishwasher and just because they didnt fix it by the warranty deadline isnt a hard stop to fix the issue. Since November of 2023 they said they were working with whirlpool to have them replace the dishwasher to which whirlpool just kept denying the request. Finally on January of 2024 they said to just call whirlpool. I did and they said its out of warranty. Nothing we can do. However, we started with occasions same issue since we first received the dishwasher and they never fixed it to give us a working dishwasher. Hoping you can help or provide guidance on the best steps to take.

  Business Response

  Date: 03/01/2024

  We have completed multiple repairs to address this problem. On our last repair it was noted the heating element and fans were running normally. The customer is using a ******* brand of rinse aid which the Technician advised was a contributing factor. If the customer is continuing to have issues, we will submit to Whirlpool for an exchange or a parts and labor concession. Becasue this issue was reported within the warrany period, it should still be covered. All exchanges on delivered product must be approved by the manufacturer.

   

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:01/11/2024

  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 went out after 5 1/2 years. We had an extended warranty that covered the repairs. The initail loss of food was around $500. This loss is not covered under our extended warranty and we are fine with that. After the refrigerator was repaired and we felt it was cooling 24 hours later we filled the freezer up with meat we had purchased from ***************. Cost $750. After three more days we found the meat had thawed and had to be thrown in the garbage. Apparently the technician didn't get all the contaminets vacuumed out after the first trip and that's why it failed the second time. Since the second failure was because the techs repair failed we felt Warners' Stellain should reimburse us for that loss of meat. They didn't fix the issue correctly the first time and they want us to burden another financial loss. They had a woman who identified herself as the service supervisor and she came off as short and rude with me. Sadly I responded in like and she just ended up talking over me. The conversation went no where and I'm sure I ended up the bad guy. I learned at the END of the call that she had recorded the whole conversation which she said she would show to another supervisor. She told me to contact ** for our losses due to Warners Stellains failure and ** responded it's not their fincial responsibility to cover someone elses mistakes. If the tech didn't do his job correctly the first trip out why should we have to lose more money over his failures. And the sad part is he really was a nice and knowledgable tech. We didn't do the repairs, Warners Stellian did. We feel Warners Stellian should reimburse us for losses only after their repair failed. And if it's not my fault I wish they wouldn't put someone in a position of authority who's sole job is to come off harsh and upset me like it's my fault, and make ne go on the defensive. I was extremely nice to everyone I dealt with and didn't deserve to be treated thet way I was by her. I was truly offended.

  Business Response

  Date: 01/12/2024

  My *********** Manager, ********, reached out to the customer and apologized for the supervisor's attitude on the call. Our first job is to listen and in this case, we failed. I apologize for the experience. We will address that as a coaching opportunity. I believe ******** also explained why the refrigerator failed and how it was not an error on **************'s part. We have since completed the repair. We are working with the manufacturer on possible compensation. 

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

  Director or Repair

  Customer Answer

  Date: 01/18/2024

   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. I will wait to hear back from Warner's Stellian on a settlement. Thank you.

• Initial Complaint

  Date:01/05/2024

  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.

  WE PURCHASED A SET OF 4 APPLIANCES ON 11-24-23 FROM WARNERS STELLIAN STORE. THEY WERE ALL DELIVERED ON 12-19-23. WE PURCHASED THE APPLIANCES FOR THE SOLE PURPOSE OF RECEIVING CONSIDERABLE REBATES AFTER THE ***** ONE OF THE REBATES EXPIRED ON 12-29-23, WHICH WE HAD NO IDEA OF...JUST A MERE 10 DAYS AFTER WE GOT THEM! SO, WITH THE NEW YEAR, WE GOT TO THE REBATES, WHICH WERE SO DIFFICULT TO UNDERSTAND, WE ENLISTED THE HELP OF ******* (WHO WAS OUR SALESPERSON). HW SEEMED QUITE VAGUE ABOUT THE ***** AMOUNTS AND KEPT PUTTING US OFF, TELLING US HED GET BACK TO US. THIS MADE US VERY UNEASY AS HE NEVER TOLD US THE EXACT AMOUNT OF THE REBATES. AFTER MANY PHONE CALLS, TODAY, IS 1-5-24, ONCE AGAIN, HE TOLD US HED CALL US BACK. WE GOT ANGRY WITH HIM FOR BEING EVASIVE WITH US. HE TOLD US HE SENT IN THE REBATES BUT WOULD NOT GIVE US ANY MORE INFORMATION, AFTER WE ASKED SEVERAL TIMES. ALL WE WANTED TO KNOW WAS WHAT WERE THE REBATE AMOUNTS. HE KEPT TELLING US HE SENT US EMAILS ... BUT WE NEVER GOT THEM. AND, THEN HE SAID, YA, KNOW, IF I HELPED EVERYONE WITH THEIR REBATES, I WOULDNT GET ANYTHING DONE. WE DID NOT LIKE HEARING THAT ... LIKE HE WAS DOING US THIS BIG FAVOR! THIS STORE OFFERS REBATES AND DOESNT STAND BEHIND THEM IN CASE CUSTOMERS NEED HELP. THEIR REBATE PROGRAM IS NOTHING BUT A COME-ON/SCAM. WE ARE SO UNHAPPY WITH THIS PURCHASE AND NOW POSSIBLY STIFFED OUT OF THE SO-CALLED REBATES FOR WHAT WE WERE TOLD INITIALLY WOULD BE ABOUT $900. I WILL NEVER GO BACK THERE AND WILL LET ALL I KNOW TO STAY AWAY FROM THERE AS WELL. ESSENTIALLY, WHAT THEY OFFER, DOESNT EXIST! THIS HAS GOT TO BE ILLEGAL. EVEN IF THE REBATES DO EXIST, THE STORE/COMPANY MAKES IT SO DIFFICULT TO AVAIL YOURSELF OF THEM, THAT YOU JUST ABOUT GIVE UP... AND THIS IS PRECISELY WHAT THEY BANK ON!

  Business Response

  Date: 01/08/2024

  I apologize for your experience. I will have someone from the management team from the Woodbury store reach out to you to resolve this issue.

   

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

  Warners' Stellian, Director of Repair

• Initial Complaint

  Date:01/04/2024

  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 bought a stove July 12th and it wasn't delivered until Oct 9th. When I would call Warner Stellian I was told they were waiting to get the stove. I was never told this could take three months. Since we got the stove it has continued to 'pop' the circuit breaker. This has happened ********** in the two plus months that we have had the stove . I had a master electrician look at the issue and was told stove is drawing to many apps. Specs for stove calls for 40amp breaker. Our breaker is 50 amps. Electrician tested the stove. With one burner and the oven on was drawing over 40 amps. When turning another burner stove **** over 50 amps and 'popped' the breaker.When I talked to Warners Stellian repair service they said they cannot repair 'electrical' issues. I had to talk to sales person. When I talked to salesman, ****, and explained the above issue **** said this a manufacturers issue and could not help us. **** said I had to deal with GE to resolve the issue. When I asked **** about returning the stove, **** became very condescending and said why return a stove that isn't broke.I have had the stove in my house less then three months and believe Warner Stellian should provide customers service for a product that they sold.I would have been willing to trade the stove for another stove, but because of the salesman condescending attitude I would just rather get my money back and not have to deal with ****** Stellian any longer.I bought the stove from Warner Stellian and believe they should assist me resolve this issue.I would simply like to return the stove and get my money back. Cost of stove ******, delivery charge *****, and disposal fee *****.

  Business Response

  Date: 01/05/2024

  I apologize for your experience. Since your range was delivered in October, we are unable to approve a return unless approved by the manufacturer. Your unit comes with a one-year manufacturer warranty that covers parts and labor for any functional issue. Due to high call volume, we are unable to repair under warranty unless you have purchased our Ironclad Product Protection plan. Service for GE can scheduled at **************************************************************************** or by calling **************.

   

  Thank you,

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

  Warners' Stellian - Director of Repair

• Initial Complaint

  Date:12/19/2023

  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.

  ************** purchased late Nov and delivered mid-Dec by a 3rd party and not Warners' Stellian as promised. We had problems with 3rd party vendors in the past, wanted assurances they wouldn't be used here, and haven't had issues with Warners' Stellian in the past when they do the delivery and install. The 3rd party company took old washer and dryer and broke components on both the new washer and dryer upon install. They only identified the dryer issue, which took 1 week for a diagnostic appointment, not a guaranteed fix or install. It was fixed and installed 1 week later, but then the washer was run only to find it didn't work because the door latch was broken upon install as well. Warners' Stellian ordered the part, but it isn't slotted to come for 'another week', but I only have their word it was ordered and no expected date when it will arrive. I also do not have an appointment to get it fixed, which based on recent history, suggests it will be another week after the part is obtained. Since I have no working appliances, which is what I paid for, I wanted compensation until I had the same condition of appliances they took. I was told they do not compensate and have no responsibility to deliver working appliances. It's clear to me they don't stand mange their vendors as that was the problem here, but I shouldn't have to suffer because they chose to outsource vs. keep that process in-house.

  Business Response

  Date: 12/21/2023

  I apologize for the customer's experience. It is certainly not our intent to deliver damaged appliances. Accidents do happen which is why we have a department dedicated to repair when there are functional issues like this. I can see that the part needed is on order. I also see notes that the customer was given an ETA of 12/27. We do not carry parts on hand. We service over 70 brands and thousands of models of appliances. We are not able to physically house parts to cover all the appliances we sell and service. Once the part is received, we will call to schedule the repair. The customer has Ironclad Product Protection which allows for a one-time $50 laundry credit which will be sent via check. I will have that processed today (12/21.)

  Thank you,

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

  Warners' Stellian, Director of Repair

  Customer Answer

  Date: 12/29/2023

   I am rejecting this response because:
  
  As the business stated, the *** for parts was the 27th. It is now the 29th and no one has contacted me the parts are in or an updated time-frame. Additionally, we were told about the $50 gift card as stated in the business's response, but the email they sent me indicates they are only providing $25 and not $50. I sent a response nearly a week ago asking if they would fix that to the correct amount of $50 but again, as with the service department, no response from the business.

  Business Response

  Date: 01/04/2024

  You were issued a $50 laundry credit which was mailed to you via check the week of 12/21. Please allow for additional mailing time due to the holidays. In addition, you have been sent a $25 gift card as an apology for the service delays. Part ETAs are estimated times of arrival. As previously stated, we do not carry parts on hand. We rely on third party vendors to provide parts to us. Part delays can occur for a variety of reasons. Certainly the holidays are likely the issue. I apologize for the delay. I see that the part is now in and you scheduled for repair.

• Initial Complaint

  Date:12/05/2023

  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 and entire kitchen of new appliances in 2017. The dishwasher has been serviced twice since then. Once it was under warranty and once after the warranty expired. The most recent service was 5/2023. The dishwasher was making a loud clunking noise with every wash cycle. The service technician came out and supposedly tightened the lower sprayer arm and told us it was fixed. Within a month or so it started happening again. We were able to tighten the arm occasionally but the frequency of the noise has increased. It is now making noise with every wash cycle no matter how many times we tighten the sprayer arm. I put in a service request with ****** Stellian on November 19 And never heard back regarding an appointment. I just contacted them again today December 5 and was told that they no longer service appliances outside of #Warranty and that we should call another service provider.I Explained to them that my issue was not resolved on the last service call which I was charged $150 for and the technician left my house after only five minutes. They still refuse to come out and service the dishwasher. Im not asking for money to be returned or to not have to pay for repairs. I just want someone to come and fix my dishwasher.

  Business Response

  Date: 12/06/2023

  Hello,

  You are correct. The original repair attempt did not fix the issue. We should have taken this call. I will send this to my Parts team to review and create a quote. No additional labor charges but the part will need to be paid for. Once the quote is created you will receive an email with a payment link. Once payment is made, then the part will be ordered and you will get another email with an ETA. When the part arrives you will receive an email and/or a text that your part is in and ready to schedule. No additional labor will be charged. I apologize for the confusion and inconvenience.

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

  Warners' Stellian: Director of Repair

  Customer Answer

  Date: 12/06/2023

   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.

• Initial Complaint

  Date:11/21/2023

  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.

  All brand new kitchen appliances purchased October *****, 2023. Issues involve range (stove/oven) purchased 10/15/23; installed 10/19/23.Reported stovetop scratches- called 10/24 & text pictures; replacement stovetop ordered (not whole range, just the stovetop).11/6/23 Serviceman ***** arrives ~2pm to replace stovetop. During this ~2.5 hour service call he unleveled the range (feet), broke/lost a light lens for the "hot surface" indicator light, scratched the top stainless steel faceplate in 3 different places & also scratched the inside of the oven door. I was informed of the light lens he broke, that he'd need to order a new one and I'd need yet another service appt for the new light lens to be installed. For the 4 scratches he caused, I reported this & sent pictures on 11/7/23 to **** and asked for remedy. Understandably, he'd need to research & call me back. After 48 hours w/o hearing from ************** of a canned email notification that only the light lens has been ordered, I call back for update. No new information was offered to me nor a resolution timeline. I subsequently made at least 2 more calls seeking an outcome/resolution w/o progress.Supervisor ****** called me 11/16/23 at end of business day stating she's working with **** & to inform me a resolution is not yet available as she awaits email reply from service technician & promises me a return call 11/17/23. This did not happen. I again call the morning of 11/21/23 & ***** denied my rqst for supervisor & informs me supervisor ****** is on a break and she'll need to call me back after her break. It's now after close of business on 11/21/23 & ****** has not called me back nor has any other supervisor or ANYONE. I have been getting the run around for weeks with no resolution/timeframe in sight. This is a brand new appliance and it's their serviceman who caused the damage. It should not take this long to resolve. Not even a supervisor is returning my calls or following through.

  Customer Answer

  Date: 11/30/2023

   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.

  Complaint ID ******** The business has reached out to me directly via email and phone. A satisfactory resolution has been reached. Thank you *****************************

   

   

• Initial Complaint

  Date:11/02/2023

  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.

  3 months of problems with new ***************************** Warner's Stellian [WS] unsatisfactory responses. FAILED REFRIG/BAD SERVICE 7/15 bought Whirlpool refrigerator, ours stopped. Sales rep scheduled 7/29 delivery. Failed to tell us that it could be expedited since this is a critical appliance. Told delay due to new warehouse. Called rep ** re delivery. Told could get bumped, schedules change. We spent > $1000 on ice, food, cooler, & small refrig waiting. 8/2 11 DAYS AFTER PURCHASE & 9 DAYS AFTER DELIVERY: ******* failed before going on trip. No critical appliance response from Repair Depart. Pressured, tech came to house, but didn't fix problem. The day we left, ****** Director said put towels on the floor to soak up water & refused goodwill gesture for unnecessary delivery delay and failed refrig. 8/21 returned from ************** iced shut.8/23 met with GM/St. **** store to resolve matter & told WS says refrigerator a critical appliance.& delivery should have been expedited. After haggling, GM OK'd $75 upgrade for GE refrig. Not good-industry markup is up to 1/3. 9/3 12 DAYS AFTER GE DELIVERED: Food froze in refrig. Asked Repair Depart Coord for compensation for failed GE refrig& he said no; if GE would compensate for factory ************ said unlikely. He said make one time spoiled food claim under Ironclad ************* might waive condition-no guarantee. Conflict of interest since warranty company [Ironclad] is ************ company product. Repair Depart Coord discouraged us from contacting GE for compensation, I did and was reimbursed. 9/13 Tech sent and said control board bad & factory problem. Board replaced. GE WASHER/DRYER PROBLEMS 7/27 purchased GE washer/dryer. 8/3 WRONG washer sent. Sales rep ordered wrong one. Dryer installed & not leveled properly. Installers used wood in basemen to level.8/23 CORRECT washer delivered, installed improperly over floor drain, not leveled & clamp missing. Installers used wood in basement to level.

  Business Response

  Date: 11/13/2023

  We have tried in good faith to resolve the issues with this customer. We are unable to meet the customer's expectations in this matter. 

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

  Warners' Stellian, Director of Repair

  Customer Answer

  Date: 11/17/2023

   I am rejecting this response because:
  
  I reject **************** response to my complaints.  His response is inadequate because he did not explain how Warners' Stellian attempted to resolve the issues outlined in my complaint. In addition, ************ did not explain why each appliance had problems with defects, delivery, slipshod installation and unsatisfactory service AND why with this long history of appliance problems, starting in July, 2023, no one bothered to notice, investigate and explain why these problems occurred.

  **************** claim that Warners' Stellian tried in good faith to address the washer/dryer problems is not true. Warners' Stellion failed to respond to my initiatives to resolve these problems. I initiated contact with Mr. ************************* [10/31/23] and the ****** Department supervisor [11/6/23] to resolve the washer/dryer repair problems. **************** did not respond to my phone call and request to contact me.  The ****** Department supervisor failed to follow up with me to explain why the problems outlined above occurred and how they would be resolved. 

  In addition to Warners' Stellian failing to communicate with me to resolve the problems, the company claimed it was unable to obtain common machine leveling parts.  I was able to find the washer/dryer leveling materials by conducting a ****** search.  There was a significant disconnect between the ****** and ************************ efforts to fix the problems.  Finally, due to miscommunication between the two departments, an installer fixed the problems in a matter of an hour and forty minutes.  Because Warner Stellian failed to complete the repair within the company's warranty condition, I requested and received a $50 laundry credit.  This is meager compensation for a deeply frustrating and unsatisfactory experience that was entirely avoidable. 

  Business Response

  Date: 11/20/2023

  We were in contact with ************ from the beginning of her appliance issues. While some issues with repair and installation were addressed, her request to "explain why" her appliances had defects isn't a reasonable request. Warners' Stellian does not manufacture appliances. We sell, deliver, install and service appliances. 

  The installation issue that is her chief complaint is due to her floors being very uneven. Our installers tried their best with the materials at hand to level her washer. She found that to be unsatisfactory. We sent a technician to attempt to level the unit. There are no parts available that would be able to compensate for her floors. However, we were able to gather enough information so that on our next visit, per her complaint, we were able to "fix the problems in a matter of an hour and forty minutes." 

  In short, we have been in constant communication with ************ regarding her issues. We have sent multiple people to her home and have completed the installation. This matter is closed from our perspective. 

• Initial Complaint

  Date:10/05/2023

  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.

  I purchased a washer and dryer from WS ***** in 2021. ****** died 9-11-2023. I purchased expensive Iron Clad guarantee. Complete online service request immediately, and never heard back. Called service next business day, they say it takes days to process the online service, so glad I called. They refused to come out since machine has no power and 'will order part instead and could take weeks". After following up again days later, was told parts not ordered yet, my call was "under review". They never follow up, I had to call daily to keep moving along. Three weeks later they come to house, only after my prodding, never once proactive to update or schedule. Technician comes into house and says "They should have ordered two parts, this is not the right one". This will take 2 more weeks. I call service to get part eta, never a follow up, I call. I have been without a washer for one month. Worst system and service possible. I am getting the run around on laundry cret forms/policy too. have not seen those forms despite asking several times.

  Business Response

  Date: 10/06/2023

  I'm sorry you're having trouble with your washer. Our records indicate we received the call on 9/12. Parts were ordered the same day. It can take some time for parts to come in from our vendors. For a unit with no lights or power the root cause is usually a board has gone bad. In this case, additional parts are needed. They were ordered and since been received. I will have a Repair Coordinator call and schedule with you. 

   

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

  Warners' Stellian, Director of Repair.

  Customer Answer

  Date: 10/06/2023

   I am rejecting this response because:
  This response is unacceptable. You make it sound like it was a parts issue, this was a service issue. I had to follow up daily, got different answers each time and only got resolution through tears with one out of six different people I spoke to. Your own technician said that BOTH bad board parts should have been ordered from the beginning of the service call.  
  I paid hundreds for iron clad protection and have received incompetent, slow and painful service process. They did not care about the customer experience whatsoever. Please do not blame this on parts and manufacturers. This complaint is completely aimed at Warners Stellian and the service support who take in calls and do scheduling. 
  Also, an online ticket was filed Sept 11, to which your call center said does not get handled often so I had to call rather than wait for an online response. What use online ticketing for service if you take three days longer to get a ticket moving? You can do better. 
  I try to use small and family business often, please train your service team.
  
  

  Business Response

  Date: 10/09/2023

  I apologize for the delay and conflicting communication. I see you are scheduled for service this Wednesday. I hope this will resolve your issue. 

   

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

  Warners' Stellian, Director of Repair

• Initial Complaint

  Date:08/28/2023

  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.

  Nov 2021, we ordered kitchen appliances from Warners Stellian Ankeny. Our initial experience with ** was fine, though we did have to pick out a different refrigerator as the fridge we had selected was not in stock and we were in immediate need of a fridge.After a while the dishwasher would move slightly when used and I would push it back in place. This problem continued to get worse. I had a handyman take a look at it recently and advised it was installed wrong. (shouldn't gap between top of the dishwasher and countertop; stripping wasnt placed correctly/water could seep inside.I contacted ** to assess the dishwasher. When the ** servicemen came Aug 14, they stated the dishwasher was indeed installed incorrectly and were apologetic. They stated the dishwasher had not actually been installed (secured properly). They said they would order new clips and be back to (re)install.I called ** on Wed, Aug 23 to get a status update. I was on hold for a bit before speaking with a rep in Installation. When I explained my situation to the rep, they said I needed to speak with Service. I then sat on hold again, only to explain my situation to that rep and be told that I needed to speak with Parts. I then was on hold again only to be told I needed to speak with (I think it was Installation again) The final gal I spoke with seemed to understand the problem and said she would contact the dishwasher company to get parts ordered. She said she would call me back and let me know if the parts would be coming to them or to me. The duration of this call was 32 minutes.As of today Aug 28 I've had NO call. We want the dishwasher correctly installed and want refund (of the $200 install fee) for the "install" that didn't happen.Almost everyone I have mentioned this problem to has a POOR SERVICE story involving **.I'm reporting this as I dont wish to be placed on hold again with ** and, more importantly, because I'm hopeful this letter will efficiently resolve the problem.

  Business Response

  Date: 08/29/2023

  I apologize for the delay and confusion. I will have the Installation team reach out to you today to schedule. 

   

  Thank you,

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

  Director of Repair, Warners' Stellian

  Customer Answer

  Date: 08/30/2023

   I am rejecting this response because:
  
  My initial request included refund of $200 installation fee given our dishwasher was not installed in Nov 2021. ADDITIONALLY, I found out today that the technicians who assessed the problem a couple of weeks ago, dropped to the ball again and didn't get parts ordered. I then had to call in, per my original complaint letter, and explain to multiple people my situation and was told I would receive a call back. This ALSO did not happen. This is THREE times Warners Stellian has dropped the ball.

  Business Response

  Date: 08/31/2023

  Again, I apologize for the faulty installation. We are coming out today (8/30) to resolve the issue. Before discussing any compensation, I would want the installation to be fully completed. I will contact you tomorrow to discuss.

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

  Warners' Stellian, Director of Repair

  Customer Answer

  Date: 09/05/2023

   I am rejecting this response because: No call has been received as per indicated in their response. Thus, we are requesting the $200 installation fee reimbursed.
  
  
  

  Business Response

  Date: 09/07/2023

  I apologize for the delay. The refund for the installation issues has been approved. You should receive a check in **** business days.