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Business Profile

Major Appliance Dealers

Authorized Appliance
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 August 21, 2024 I purchased appliances for our new house from Authorized Appliance, including a Zephyr Tempest range hood that cost *****, and $249 installation fee. On or about December 12, 2024 the appliances were delivered. The range hood did not fit the space. The installers declined to install it, because the hood did not fit. The installers put the hood back in the box and took it back to Authorized Appliance. I have tried to contact **** the manager by phone ever since and he won't call me back. Aldin, our sales person, agreed we would get our install fee refunded, but that we would have to speak to **** about a refund on the hood itself. **** won't take my call or return any if the voice mails I leave. I spoke to ******, who took a message in a sticky note for ****, still no response and no refund

    Business Response

    Date: 01/15/2025

    The customer purchased a special order range hood; signing a proposal that clearly states 2 separate points that are in question:

    The "Delivery & Installation" terms state "If installation cannot be performed per manufacturer's guidelines additional charges and/or additional trip charges may apply." Instead of modifying the opening to make the hood she selected work, the customer purchased a different hood somewhere else, and had another party install it. We have already agreed to refund the full installation price and will begin that refund no later than Thursday, 01/15/2025.

    Additionally, the "Return Policy" on the agreed upon proposal clearly states "All products are 'special order' unless otherwise noted. Special order products are non-cancellable & non-returnable."

    **** and I discussed this particular customer early this evening. He advised that he only received 2 calls from this customer, with both being this afternoon. He will respond directly to the customer no later than tomorrow morning.

    Customer Answer

    Date: 01/16/2025

    As of 11:47 Thursday January 16, 2025, Authorized Appliance has agreed to refund the entire amount. Ref #********

  • Initial Complaint

    Date:01/25/2023

    Type:Delivery Issues
    Status:
    Answered
    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 November 2021 my husband, ******, sent a check to Authorized Appliance for $4,000 to purchase a cooktop and a vent and their installation. To date, despite many phone calls, and many unanswered, we STILL do not have these appliances.

    Business Response

    Date: 02/06/2023

    We strongly believe we did everything we could to satisfy the customer and provide satisfactory service. We've refunded the customer in full and consider the case closed.Our records indicate:
    • 5/3/22 / ****** called and said the cooktop she selected wouldn't work and she needs to come in and select a gas cooktop.
    • 6/9/22 / salesperson emailed ****** to follow up w/ no response
    • 9/1/22 / salesperson emailed to follow up again
    • 9/6/22 / salesperson emailed to follow up again
    • 10/14/22 / salesperson had a call where customer indicated they were "holding off on the cooktop for now"
    • 1/18/23 / Customer Care team emailed to follow up
    • 1/25/23 / ****** called screaming at our Customer Advocate about nobody ever following up. The call was transferred to Director of Customer Care who stated she just kept screaming and couldn't understand what it was that she actually wanted.
    • 1/25/23 / ****** requested a meeting w/ Director of Customer Care on 1/27/23
    • 1/27/23 / Director of Customer Care met w/ ******, cancelled the customer's orders and refunded the customer in full.
    ****** *******, CEO | AUTHORIZED APPLIANCE

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