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

  5462 Nicollet Ave. Minneapolis, MN 55419-1959

• 

  Warners' Stellian

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

• 

  Warners' Stellian

  12772 Bass Lake Rd Maple Grove, MN 55369-6307

• 

  Warners' Stellian

  1750 Weir Dr Woodbury, MN 55125-2252

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:07/31/2023

  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.

  We purchased a refrigerator in March 2023 which qualified for a rebate. Rebate was submitted to ************************ with all supporting paperwork in March. It has been in "final review" status for 5+ months now even though they say it takes **** weeks to process. I have called on numerous occasions and not received any resolution or payment of my $300 rebate. This is rebate program sponsored by Warners' Stellian. I'd like my rebate honored.

  Business Response

  Date: 08/11/2023

  Hello,

  I apologize your rebate is taking longer than expected. I have alerted your Appliance Specialist and asked he look into this matter for you. He will respond on his next available work day. All rebates are facilitated via Nationwide, a retail support network. More information, including contact information on rebate status can be found at ****************************************************.

  Thank You,

  **********

  Customer Answer

  Date: 08/12/2023

   I am rejecting this response because:
  I have also contacted the rebate team in several occasions. *** asked to speak to management and they will not connect me. I continue to be told the rebate has been approved but it remains in pending status online with no payment in sight. It has been over 6 months, far longer than the 8 weeks the paperwork says the process will take. Ive provided all documents and backup photos of the fridge info. Im starting to feel like this is part of a bigger scam where there will never be a payout. 
  
  

  Business Response

  Date: 08/14/2023

  The reason it is taking so long is the wrong model number and the wrong rebate amount were entered on the form by you. Those errors have been corrected. Your Appliance Specialist has escalated your concern to our internal rebate team who then submitted it to Nationwide for expedited processing. We will follow up when we have a resolution. Any further questions or concerns can be directed to ***** at the Woodbury store. 

   

   

  Thank you,

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

  Director of Repair, Warners' Stellian
  

• Initial Complaint

  Date:07/17/2023

  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.

  On 2/20/23 I purchased a new Maytag washer and dryer, each for $629.99. They were delivered on 2/28/23. Right out of the box the dryer didn't work right. Some problem with the touchpad. I called WS and they sent a repairman on 4/5/23 who ordered a part. Five weeks later, on 5/10/23 repairman comes , install new part. The first time I use dryer after the "fix" dryer has NO HEAT. I called WS again. Repairman comes 5/30/23 and orders a different part. So, here we are 6 weeks later and I'm STILL WAITING. I called WS a few days ago and they said they're waiting for the part to come in. The dryer has been in this house for darn near 5 months and hasn't worked !! Please help. This is a terrible lemon . I would like the dryer replaced with one that is not a proven loser.Thank you very much for any help you can provide. I am a senior citizen living on social security and can not afford a lawyer.

  Business Response

  Date: 07/28/2023

  Hello,

  I apologize for the delay in ***********. We are currently waiting for a wiring harness from Whirlpool to complete the repair. When you purchased the appliances you also receive a warranty from the manufacturer. The warranty is a repair warranty. We are obligated to repair your appliances based on the terms and conditions of the warranty. We have submitted this to the manufacturer for an exchange. We will contact you with their decision as soon as we have it. Again, my apologies for this delay.

  Customer Answer

  Date: 08/04/2023

   I am rejecting this response because I would like to keep the discussion open.

  Thank you for your reply and your request to the manufacturer to replace the dryer I bought 6 months ago which never did work.  Still doesn't.

  In my first letter to you I asked for one of two things: either a replacement dryer or, if that doesn't come through,  for Warner's Stellian to provide me

  with an extended 5 year warranty, a cost of approx $250.

  I look forward to receiving my dryer, that would be awesome, or at least the assurance that I can at least get it repaired.
  

  Many Thanks 

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

  Business Response

  Date: 08/11/2023

  Hi *****,

  I have submitted this to the manufacturer for an exchange due to the length of time for a needed part on order since June. I'm confident it will get approved. I'll have my ************* team reach out once we have the exchange in our system to schedule a date with you. At Warners' Stellian you are not bound to exchange for the same model or brand. If you like, you may select any new appliance from any manufacturer. You will have a credit for the price you paid on your customer account. Installation charges are also covered under our exchange policy. I apologize for the faulty appliance and the delay in service. I truly appreciate your patience.

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:04/04/2023

  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.

  We purchased a whole ** kitchen set with Warner Stellian in 2020. Less than 3 years later, our fridge just died, and we are going on our 6th week now with no resolution. They have sent several techs out with parts, replacement parts, etc., and it still isn't working, and they can't figure out solution. We also purchased their iron clad warranty in 2020, and it states if they can't fix, they will replace. After the last 2 visits from tech, and talking with ** techs on phone to try and resolve, no one can figure out what is wrong, and he recommended replacement. Warner Stellian and their iron clad warranty denied replacement, saying it hasn't been deemed unrepairable, even after tech stated it wasn't. Now they said it has to go thru ** to get replacement, and it has been 2 weeks, and no answer or resolution from **. They did send a loaner, thru warranty, thinking that was so good, but the fridge is a smaller beat up one, the light doesn't even work, and the fridge freezes our food, no matter what the temp. We have expressed our stress and anxiety over all this, but to no avail. We are senior citizens, and have to run up and down stairs into our garage to be able to retrieve anything from fridge. They do not care and say it is all a process, which in our case, you would think they would fight and be an advocate for us, with this warranty we purchased. They are saying it is an ** problem, even though the warranty states if they can't fix it, they will replace it. We are beyond exasperated and do not know what to do just to get a replacement. You can't be serious in thinking a big company like ** or Warner Stallian can't afford a fridge for replacement. We need help in expediting this problem. We do not expect anything other than a good replacement fridge, and don't think we are being out of line in asking, especially when the warranty states that in the brochure. I have been dealing with the corporate repair person, and they are dragging their feet, and just giving us flippant replies and excuses. Enough!!!! Please help us get a replacement.....I am desperate and stressed out for the past 6 weeks, not healthy!!

  Business Response

  Date: 04/07/2023

  We apologize for the delay in processing this exchange. It was determined that the issue was a sealed system issue which is covered by **** warranty. Therefore, Warners' Stellian needs to have ** approve the exchange. Warners' Stellian complete all our requirements for submission. The delay was entirely due to **** response time. We share the customer's frustrations with **** response. This is being addressed at the highest level of contact we have with **. It is unacceptable from where we sit as well. I am deeply sorry ***** and ****** were caught in then middle of this poor communication from **. 

  As we explained to ***** and ******, their Ironclad protection plan does not cover product that is under warranty from the manufacturer, as in this case where the sealed system is covered by ** for 10 years. What Ironclad did do for them was provide a loaner. **** warranty would not provide a loaner refrigerator. Ironclad also keeps them "in house" with Warners' Stellian. If they did not have Ironclad then they would have to deal directly with **. Warners' Stellian would be unable to assist.

  As it happened, Warners' Stellian advocated for ***** and ******, escalated their issue to the highest levels, and we have been able to secure an exchange. My *********** Manager emailed them the good news yesterday. They are free to go into any Warners' Stellian store and apply the credit for what they paid originally on the refrigerator toward the purchase any product or brand they choose.

  Again, our sincere apologies for the delay from **. I am glad this is finally resolved.

   

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

  Warners' Stellian, Director of Repair

• Initial Complaint

  Date:02/15/2023

  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 ordered and paid for Warner Stellian to deliver and install my dishwasher, range, refrigerator and microwave. On 12/27/2022 they came to install all appliances but refused to install my dishwasher because I didn't have a separate shut off valve for the dishwasher but when buying the items, the salesperson stated that I was fine since I already had a dishwasher there. I just had to make sure the measurements were correct. Warner Stellian stated that they could install for approximately $550.00. So, I paid my neighbor's son, $300.00 to install a separate valve. I took pictures and sent to store manager, **, and he stated he verified with his installation team that it was correct. On 1/9/2023, another Warner Stellian person came to install my dishwasher but they stated they could not put my hoses as there were since they were under my cabinets, that they have to install through my floor. They ended up removing the shut off valve that I had installed and left the hoses hanging which I placed clamps on so that the weight of the water in the hoses would not get too heavy. Work was completely horrible. Called back again to complain so store manager had installation manager call. He didn't know why they did it that way but stated he would send an "actual" plumber out to correct and wouldn't charge me. I was upset because I paid for them to install so they need to put a shut off valve back and place my hoses underneath as they previously were. ******* came but would not put the hoses back underneath the cabinets because he said it would be "too hard" now since the old hoses were removed. Would be too hard to try and fish them through. Warner Stellian gave me a $100.00 for this issue but I want more because of the unnecessary holes that I now have and when I resell my house, it definitely cost me. I would like to get a credit of $500.00 for the unnecessary damage to my floors.

  Business Response

  Date: 02/15/2023

  This issue was discussed with our Delivery Manager. It was agreed Warners' Stellian would pay $100. We paid the amount agreed upon. We will not renegotiate this issue again simply because you want more money.

   

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

  Director of Repair - Warners' Stellian

   

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  

  Warner Stellian has devalued my house by cutting through my floor rather than putting the hoses where they were with the previous dishwasher.  Then when they sent out the plumber to add my shut off valve back on that they removed after stating it was "required", I wanted them to put the hoses back under my cabinets but the plumber said "No" because it would be "too hard" and it was just fine.   Yes, Warner Stellian gave me a $100 back but that was all they would give.  I wanted more but they refused because they said they weren't charging me for sending a plumber out but I paid for installation and would have not needed a plumber if they would have installed correctly.  I would like to have the hoses under the cabinet like it was before but I don't trust Warner Stellian and do not want them back in my house so I would like to have an additional $500 which is the cost they charge to send a plumber out so I can fix myself or hire someone to fix since they have now made a mess of things.  My sister had a dishwasher installed them before COVID and had no shut off valve and they installed and also put her hoses back under her cabinets so I believe that the people Warner Stellian sent to my house, did a horrible job and took advantage of me so that they could do a quick job rather than a professional job.  Would they like to have unnecessary holes cut through their floors when there was a better way?  So, since they gave me the $100, I will settle for an additional $400 to cover the additional expense to correct.

  
  

  Business Response

  Date: 02/20/2023

  Again, this matter was discussed with a member of our management and resolved. The amount was agreed on by both parties. 

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:02/10/2023

  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.

  We purchased a washer that was delivered in December of 2021 for a new build. We immediately had problems with the washer tripping the breaker during random times in the cycle. We reached out to our builder who then replaced the breaker and outlet for the washer. The washer continued to trip the breaker at various times. We had a repairman from Warners Stellian come out several times to figure out what was wrong with the washer. They could not figure it out and then charged us $140.00 because they came to our house and couldn't figure out what was wrong with it. The repairman took about 5 minutes to determine that 'nothing' was wrong with it. This happened within the first year we had the washer so this should be covered with no charge. When we called to make the appointment, the new home team told us it would be covered because it was within the first year. We are so frustrated with the constant breaker tripping that we purchased a new washer. The new washer has not tripped the breaker once proving again that our original washer has something wrong with it.

  Business Response

  Date: 02/10/2023

  Hello,

  After a review of the technician's notes, I will waive the non-warranty charge. The washer was tripping very intermittently - once a week according to the notes. The technician was unable to replicate the issue when on-site. He also tested with a know good **** circuit and did not find a fault. Typically these **** nuisance issues are due to the **** outlet. I am glad this is resolved and happy to waive the fee. 

   

  **********

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:01/28/2023

  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.

  We are remodeling an old house, starting with the kitchen. We purchased all of the kitchen appliances from *************************** (on Stelby). We were told at the time of purchase "we service what we sell". That is absolutely NOT true. One of the purchased items is a ****** Paykel double drawer dishwasher. It was installed in March of 2022. Since then it has FAILED 4 times. We've called WS - each time they just give us the name of a private repair company (*************). They were able to fix the fault. We now have a 5th failure. WS is totally unresponsive "you didn't purchase an extended warranty" is all we get. The unit is a LEMON and needs to be replaced. This is being ignored by the seller. We were told by D&T that this "WS will not honor warranties" happens frequently.

  Business Response

  Date: 01/30/2023

  Hello,

  Warners' Stellian is an authorized service provider for ****** and Paykel. However, ****** and ****** contract their warranty work through D&T appliances. Since you are on the manufacturer's warranty then service is provided through that warranty. If ****** and ****** were to authorize and exchange they would look at the repair history and make that determination. Warners' Stellian does not have access to D&T's service history as they are their own company. You may request D&T to submit your case to ****** and ****** for an exchange. I apologize for your inconvenience. 

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  Date:01/23/2023

  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.

  We purchased a new refrigerator from Warners' Stellian back in December 2022. They delivered and installed it a few days later we noticed a leak coming out of the top left corner where the filter is. It was leaking water from the filter area all of the way down the refrigerator and pooling onto the floor and underneath the refrigerator. We moped up the water and placed a receptacle underneath the filter in an attempt to catch some of the water. We called Warner and they reported to have only one repair rep in the entire **** area. The fastest they could get someone out was after January 23rd. Keep in mind this was weeks ago when we first notified them. We said that was unacceptable for a brand new refrigerator and they agreed adding that they would put us on a cancellation list. We are continually having to dump the water receptacle and mop up water multiple times a day. We called them yesterday to follow up and they said that if we would of bought the warranty we would of had someone out within 24 hours. We explained that they are still liable for incorrectly installed appliances and filters and that is regardless of the warranty. The sales rep said that 1/3 of the units they deliver are faulty in some fashion. We replied stating that he should of told us that at the point of sale and we would of made other choices. They continued to inform us that even when the rep comes out on the 23rd that it will be to only diagnose the issue and that they won't be able to actually repair it..they would have to order parts. We stated that will be multiple days that we will have to take off from work and be available for something that is not our fault. He said that they trust the repair person and a lot of people just leave the house unlocked for him to just come in and do the work. Certain promises were implied at the time of purchase in good faith. We are requesting immediate repairs without delay and some form of store credit.

  Business Response

  Date: 01/23/2023

  Hello,

  I apologize for the inconvenience. We certainly don't want new appliance to have issues such as this. Appliances are very complicated pieces of machinery which is why they come with a warranty. The warranty with your product specifies your rights and the limitations of service. In this case it allows for a repair. There is no option to compensate for time for the consumer under the warranty or the Terms and Conditions from Warners' Stellian. The repair is scheduled for today, January 23. Parts can then be ordered and we will follow up to schedule the *********** parts are received.

   

  Thank You,

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

  Warners' Stellian

  Director of Repair

• Initial Complaint

  Date:12/27/2022

  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 have been waiting 14 months to have the damaged door of my Beko refrigerator replaced. I purchased the unit on 8/10/21 for $649. They keep giving me dates for a replacement door but those dates come and go with NO communication from them. I have to call. I was amused by Warners' statement that they don't want to send out damaged units. I told both the delivery personal and the sales person to please have someone in the warehouse check it before they delivered. I must have rejected a half dozen units that came damaged before I agreed to keep this unit with the promise they would replace the damaged door. It seems to me that Warners' Stellian thinks the problem will go away if they ignore you. I have been told a new door will be in by such and such a date but those dates come and go with NO communication ************* I used to think Warners" was a reputable company but not any more, don't know what has happened to them.

  Business Response

  Date: 01/02/2023

  The customer's part is on order from the manufacturer, Beko. There are still supply chain issues that are impacting the availability of parts world wide. Warners' Stellian is committed to finishing the work as promised. However, we are beholden to Beko to provide the part. We will contact the customer when the door arrives. 

   

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

  Warners' Stellian Repair Manager

  Customer Answer

  Date: 01/03/2023

   I am rejecting this response because: I was told that the person who does the ordering would contact the Beko representative and get a time schedule as to when the door would be coming in, then I would be notified as to the time. That was seven (7) weeks ago. My concern is this is taking so long ,15 months, that when I call I will be told they have changed the style and my door is no longer available.

  In my opinion I think that Warners' Stellian only cares about selling product and they don't want to deal with any issues that arise following delivery. Other wise they would be proactive in solving problems.
  

  
  

  Customer Answer

  Date: 01/13/2023

  I was contacted this afternoon that the refrigerator door in question will be here in 2 weeks. 
  

  Business Response

  Date: 01/13/2023

  Hello,

  Please be advised that is an estimate from Beko. I can assure you we spoke to them and the door is still a current part number. White is a rare color so it does take some time. We will do everything we can to make this right. ****** will be following up with you on a more consistent basis. I appreciate your patience and understanding.

   

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

  Repair Department Manager

  Warners' Stellian

• Initial Complaint

  Date:12/18/2022

  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.

  In July of 2021 we purchased Beko dishwasher from ***************************. We had it till about December before it went out. We waited for the part to come. They kept saying that the part was on it's way, but the part never came. They finally swapped out the dishwasher for a new one in May of 2022. We had this new Beko dishwasher and then it broke again in October of 2022. A tech came out in November and said it needed parts. Now we have been waiting again. We keep calling and they keep saying the parts are coming. We have a large family and have been without a dishwasher for an exorbitantly long time. The Beko is still under warranty and we want to get a refund for the dishwasher so we can buy a completely different model. They can't get parts for this dishwasher and they can't seem to meet any of their time obligations. We've been without a dishwasher for longer than we've had it. We want our money back so we can buy a reliable dishwasher from a reliable company.

  Business Response

  Date: 12/19/2022

  Hello,

  We submitted this customer's request for an exchange to **** on 12/6. We just heard back from them today that the exchange has been approved. I apologize for the delay. We are required to get approval from the manufacturer before any exchange can take place per the requirements of the warranty. The customer will be contacted directly for further direction on the next steps. The customer is receiving full credit for what they paid and is free to select any brand they like.

   

  Thank you,

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

  Repair Department Manager

  Warners' Stellian

  Customer Answer

  Date: 12/19/2022

   I am rejecting this response because:

  We would like our money refunded to us so we can shop elsewhere.  It's incredibly frustrating to see that this company has responded to this complaint within hours and has still yet to call us. At every step, they have insisted that they would update us. And still, we have to be the ones to call them over and over again. We would like to purchase a product from someone who actually supports their customers and does not take them for granted. Buying anything from this company would mean that I have to deal with their horrible customer service should anything go wrong with a new appliance. Please refund us so we can move on. 

  
  

  Business Response

  Date: 02/13/2024

  This complaint was addressed and resolved per the appliance's individual warranties and coverages

• Initial Complaint

  Date:12/17/2022

  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.

  Purchased a Miele Complete C3 Marin canister vacuum for $1415.11 on 5/29/22 at Warner Stellian in ************, **. On 12/10/22 the rotating beater bar stopped rotating. Vacuum will not work. My husband was directed to bring the vacuum unit to Warner Stellian in St. Pau which he did on12/12.. *********** person taking the unit said we would hear on the 12th or 13th the status on the unit. We heard nothing the 12th or 13th so my husband called on 12/14 and was told they were not done working on it yet. No return call came. My husband called on 12/15 and was told they would call back. I waited by his phone while he plowed snow and DID get a call. Was told the unit had not been looked at yet and there are other units in front of it. I said its unacceptable to have no idea when this would be taken care of. Asked for a manager and was told ******* a 24 to 48 hour process to get to a manager. I said this is unacceptable customer service. Said I wanted a manager to call me by closing tomorrow with a timeline of return. Nobody called on 12/16 so before closing I managed to connect with *** at the repair facility. He checked into this and said the employee who works on vacuums has been gone all week. Said he will be in next week. I asked if he would be able to see the vacuum. *** didnt know - said it should be less than a month. Called sales staff at retail store on 12/17 - asked if they provide loaner vacuums. No - they do not. I stated if they wont repair mine then I want a new vacuum unit.

  Business Response

  Date: 12/19/2022

  Hello,

  I apologize for the miscommunicated expectations on the timeliness of your repair. Like any service we are dependent on finite resources and subject to varying demands. This time of year we see a much higher volume of repairs as people get their homes ready for their holiday gatherings. Our technicians are working as fast as they can to complete ***********. I checked with them and they working on it today (12/19). Barring any part ordering it should be available before the end of the week. If parts are required then the repair would depend on availability of parts from our part distributor. We will call with an update by 12/21.

   

  Thank you,

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

  Repair Department Manager

  Warners' Stellian