Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had this company come out to look at our refrigerator--we didn&#**;t buy it from him. He said that he would need the money up front. We paid $406.00 in cash. He would only send out receipts electronically. We don&#**;t have a computer and we don&#**;t know how to use them. The repair was never made. He has called a couple of times saying the part was on backordered. We went to the store and he was conveniently not there. We have been getting the runaround. This has been almost a year.

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 16, 2022 I purchased a washer, dryer, microwave, refrigerator, and a dishwasher from this company. The dishwasher did not work, I immediately reported the issue to this company. This company gave me a run around and I had to call a repairman. The company is now telling me they have to send out a technician, so he schedule us for today. His technician came out handed me a refund check then took the dishwasher. This company removed the original dishwasher and now have taken the one I bought from them, leaving us with nothing.

  Business Response

  Date: 08/21/2022

   Customer complained about dishwasher we installed was installed wrong and it was hooked up just like the one we took out. Customer wanted us to haul away old dishwasher which is free of charge and included with delivery fee. Once hauled away that appliance becomes ours. Customer also had another company look at dishwasher which voids the 30 day warranty provided by us. We already looked at the dishwasher once during warranty for the “element not working”. Element worked perfectly. So she called another company for a different issue with the appliance instead of us first. Which again voids warranty. Customer was told and shown at bottom of receipt 30 day warranty no refunds all sales final warranty swap only. We did not have any dishwashers in stock. So customer was issued a refund and we took the broken appliance out. Customer also has been commenting on our other customers posts on our Facebook page. I have had many calls about them saying it’s bothering them which is harassment. Customer then was told to purchase a dishwasher somewhere else because of her actions and because we are out of stock on dishwashers. We did all we can do. Customer also complained of her fridge ice and water not working. Which IS NOT COVERED UNDER WARRANTY! She again was told this and shown this at time of purchase. Also states it at the bottom of her receipt. 

  Customer Answer

  Date: 08/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I had to have another company to come out because Hannibal Appliance would only look at the heating element even when I told them it still wasn’t working. When the repair person came out and told me the motor and pump wasn’t working, I immediately called Hannibal Appliance and was informed that repairs are only covered if those repairs were done by them. I was NEVER told that it voided the warranty. He set up an appointment to come out and make the necessary repairs. Unfortunately, I became ill and was concerned I had COVID and asked him to wait until I knew I didn’t have Covid. I let ******,owner of Hannibal Appliance that I didn’t have Covid over the weekend. I received no response so I called once a day for 3 days before finally getting to talk to ******. When we spoke, I was informed that he had a truck down but he should have it back by end of day. This was on Wednesday, August 17th. I was also told that he would need Thursday to catch up on a few things but would be out on Friday,August 19th to repair the dishwasher.
  
  That was the last time I spoke to ******. When his repair person handed me an envelope, which I didn’t open immediately as I was busy doing other things. By the time I did open it, the dishwasher was being removed. I had NO idea that was going to happen!! On the bottom of the sales slip, it states that labor and parts are covered 100% for 1 month. Repair or Replacement, absolutely NO REFUNDS. Also please note on the sales slip where it states the refrigerator is new. According to **********, this is not a new refrigerator as it is 2 years old and out of warranty. The ice maker always worked great, but the water dispenser didn’t. I didn’t think that the water dispenser was part of the ice maker but ****** said it was and refused to look at it. That was when I called in a different repair company. I expect Hannibal Appliance to replace/repair the dishwasher they removed as the sales slip says they will. 
  
  
  Sincerely,

  
  ***** ***** 

  Business Response

  Date: 08/23/2022

  Customer was given a refund because the part to fix the dishwasher costs more than the $100.00 purchase price. Would of swapped dishwasher out with another one if we had any in stock. So customer received a refund. Water is part of the ice maker because water enters the water valve in the back of the fridge then goes to the water filter. After that to the ice maker to make ice. Its all one process. Can’t test ice makers without water. We do not test ice makers states ice makers or no parts of it is covered on receipt. Did not get to customers call right away because we are a small business with owner and 1 employee. We have been super busy and I called back when I could says leave number, message, and name and I will get BACK TO YOU AS SOON AS I CAN. On the store phones voicemail. But customer contacted *********, **********, and had ankther company look at the dishwasher during warranty period. Which voids warranty and technically didn’t have to provide any service at that point.I did however give her the $ back. That is all I could do. Customers warranty was over 08/16/22. That is 30 days from purchase date of 07/16/22. We came after warranty and gave her the money back which i technically didn’t have to do as well. Her fridge works fine. Ice maker and WATER IS ALL ONE AND ISNT COVERED UNDER WARRANTY. Fridge was brand new when i purchased from our supplier. Fridge sat in our show room for well over a year before sold to her. It was a scratch and dent appliance as well. Customer also purchased fridge at less than 1/2 the price of a new model at Lowe’s. We did all we could do not to mention customer lives over 40 mins one way from our store. With other customers already planned and scheduled we can not help she was pushed back a few days due to schedule and how far away she lives. We do our best to help all our customers. We did all we can do. 

  Customer Answer

  Date: 08/24/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: it has become more than obvious to me that ****** will say anything to get out of making me whole. I did not contact ********* nor did I ever say that I had. It took ****** 2 WEEKS to respond to my initial 
  
  phone call and he wants to use those “few days” as an excuse for poor customer service. I wish I had never been introduced to this business as the majority of this experience has left a bitter taste in my mouth. He stated he already had the parts in stock when I called to let him know what the appliance repair company said. I had the phone on speaker so I would have a witness as to what the conversation was. I couldn’t understand exactly what ****** was trying to tell me, so I specifically asked, “Are you telling me that because I can’t trust you, you’re not going to make this right?” His response was “No ma’am, that’s not what I said. Only repairs and parts provided by my company are covered by the warranty. I will not pay for repairs or parts provided by another company. I have the parts in stock and will be happy to fix your unit.” When I spoke to him after that, it was for him to repair unit with parts already on hand. However, since he has chosen to handle this in a deceitful manner, I want nothing more to do with him, which is his goal. I will let this information stay on his record and will steer anyone who may be looking for a reference for a reputable used appliance company away from him. I thank you for your time and for trying to help. 
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *****