Complaints

This profile includes complaints for Queen City Audio Video & Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Queen City Audio Video & Appliances has 8 locations, listed below.

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  Queen City Audio Video & Appliances

  2430 Queen City Dr Charlotte, NC 28208-2715

  
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  Queen City Audio Video & Appliances

  2509 W Roosevelt Blvd Monroe, NC 28110-0418

  
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  Queen City Audio Video & Appliances

  2166 Statesville Blvd Salisbury, NC 28144-1410

  
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  Queen City Audio Video & Appliances

  2201 Patterson St Greensboro, NC 27407-2533

  
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  Queen City Audio Video & Appliances

  4030 University Pkwy Winston Salem, NC 27106-3325

  

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:07/18/2023

  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 have waited to write this review because I had hoped that the problems we are having with the Maytag front load washer we purchased from Queen City would be resolved by now, but they have not. We have had ongoing issues since we bought the washing machine in the beginning of March. Queen City did request service from Advanced Appliances, the company they use for repairs, but after five trips to our house, nothing was resolved and the repairman who was sent was unsympathetic and rude. We finally called the company that makes Maytag washers and they sent a repairman. He was very knowledgeable and was very familiar with the problems we are having. The washing machine shakes so much and so loudly during the spin cycle that it can be heard and felt throughout the house, and because of the shaking, the machine was shimmying across the floor. My husband found some rubber cups that we placed under the feet and the machine doesn't "walk" across the floor now, but it still shakes violently. Also, the spin cycle is inefficient and we always have to put laundry loads through a 2nd "drain and spin" cycle. According to the Maytag repairman, the problem is that the machine is poorly engineered, and he is encountering these same problems with many other people. The bottom line is that we seem to be stuck with a $1000 machine that is a total disappointment! The question is who should be responsible for the malfunctioning washing machine? Should it be Queen City for not backing the products they sell, or should it be Maytag for producing poorly made machines, or should the responsibility lie with both? Queen City has stopped calling to see if the problems have been resolved in the hopes, I'm sure, that we will just give up and live with the very disappointing and unsatisfactory appliance.

  

  Business Response

  Date: 08/02/2023

  We are working on this claim and have reached out to the customer for additional information.  

  Customer Answer

  Date: 08/03/2023

   
  I am rejecting this response because:
  Queen City will not take responsibility for selling faulty equipment. They now are trying to get Maytag to take responsibility and Maytag will not. We are left with two expensive lemons. 

  

  Business Response

  Date: 08/09/2023

  At Queen City Audio Video & Appliances we value each and every customer that comes through the doors of any of our stores.  We reached out to whirlpool and have worked with them to ensure that the customer is satisfied.  The washer that was purchased is scheduled to be exchanged and the customer has been contacted. 
  
  

• Initial Complaint

  Date:05/01/2023

  Type:Delivery 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.

  I purchased a refrigerator from the ************* store on 2/5/23 which was delivered on 2/8/23, invoice #HA0816, for $765.91 (which is paid in full). However, upon delivery, the refrigerator had a small dent and someone from the ********* office called to say they would compensate me $60 for this dent. She stated it would be 4-6 weeks to receive this check. Today is 5/1/23 and still NO CHECK. I emailed customer ********************** on 4/** (NO REPLY), left 3 VM messages for ***************, Controller, to call (NO CALL BACK ) and have been texting numerous times to no avail. Text messages I received were as follows: 4/4: "An e-mail would be sent to Customer **********************"; 4/4: "Spoke to Customer ********************** and a check would be mailed 4/5"; 4/12: "Should be receiving the check this week"; 4/12: "Check should be there any day now". Text number of Queen City representative I was texting to is ************. In good faith, I decided to keep the refrigerator with the $60 compensation, never dreaming I would have to go through this hassle. Terrible "customer **********************"!

  

  Business Response

  Date: 05/09/2023

  We apologize for any inconvenience the customer may have experienced regarding this situation.  We originally mailed the check in ***** and it was returned to ** because the address was incorrect. We confirmed the mailing address once the check was returned to ** and placed the check back in the mail last week.  As of Monday 5/8/23 we have been informed that the check has been received and deposited.   

  Customer Answer

  Date: 05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:03/31/2023

  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 GE range from Queen City that was defective and re-purchased by GE. We also purchased a 5 year extended warranty from Queen City. They agreed to cancel the extended warranty contract and refund all but a $50 administrative fee. The original price was $139. They said they would send us a check but have not and now don't return our calls.

  

  Business Response

  Date: 04/17/2023

  We apologize for any inconvenience that the customer may have experienced.  The extended warranty has been canceled and check number ****** for $95.45 has been processed and shipped out to the customer as of 4/10/23. 
  
  

• Initial Complaint

  Date:03/27/2023

  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.

  I chose this store because it said it had a 4.6 rating and **** my salesman, I thought was being most helpful in helping me with my decision. I am in **** and he is in ********* ****. Once deciding and purchasing the washer from ****, my husband left and went and got it because **** said it was the only one he had, it was in black and the only one at the warehouse. I chose this washer because I needed a sanitize cycle, the one given to my husband does not have this cycle. I called as soon as I realized the washer was the wrong one, it had been almost a week because I had been in the bed with a migraine as I told both **** and the store manager, ******. We sent pictures showing it wasn't being used, still had the factory stuff in it. I had bought a **** series and was given a **** series. I have been given the run around since the 3-21-2023, today is 3-25-2023. I just called and ***** wants to pass me to ******, ****** the store manager wants to pass me to ****, neither one of them seem to be able to help me. They gave me the wrong washer/dryer because of one number being put in wrong, a 4 instead of a 9, and refuse to give me the washer I ordered. My husband was emailed the receipt and directions to the warehouse. My husband drove an 1 1/2 hrs. to ********* to pick up a washer we ordered and paid for, he had no reason to think he was given the wrong one, they put it on the truck, my husband didn't go in their warehouse and pick it out...a mistake was made with an easy fix and Queen City Appliances refuses to correct their mistake. They also want to charge a restocking fee of 20% per appliance for their mistake. Easy fix, give us the correct washer/dryer. and put this one back, it won't cost a $180.00 per appliance. I just needed a new washer/dryer with sanitize cycle for medical reasons...We simply want them to give us the correct washer and dryer with no extra charge for restocking due to their mistake, or a full refund.

  

  Business Response

  Date: 04/07/2023

  At Queen City Audio Video and Appliance, our goal is to always provide quality customer ********************** to all of our customers. There may have been a miscommunication in regards to the model number and features at the time of purchase. We understand that there was an immediate need for the appliances.  The original instructions were to select a model which was in stock and ready for immediate pick-up. Although our usual protocol is to charge a restocking fee we have decided to waive that fee due to the special needs presented by the customer. The ******************** have been exchanged and we apologize for any inconvenience the customer may have experience. 

• Initial Complaint

  Date:01/06/2023

  Type:Product 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.

  December 22, 2020 Purchased an $990 dishwasher. In two weeks time we have had three service calls, including from the manufacturer, for the dishwasher failing to work. We would like to exchange for a different model but they tell us it is our problem to work out with the manufacturer. Meanwhile we have no dishwasher for our $1000.

  

  Business Response

  Date: 01/17/2023

  We apologize for any inconvenience the customer may have experienced.  We reached out to the manufacturer who was able to schedule a technician to go out and find that the unit had an issue that could not be repaired.  A replacement was approved and the new unit has been installed. All issues have been resolved.   

  Customer Answer

  Date: 01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/14/2022

  Type:Sales and Advertising 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 a set of appliances for them in May totaling 30k. We have received the refrigerator, microwave, dishwasher and range hood. We have yet to received our 48" range. The dishwasher did not operate at all when received, the range hood is exceptionally loud and the refrigerator doors were scratched. It has taken months to resolve all of these issues. To be fair, the dishwasher was replaced quickly. The range hood issue remains unsolved, the replacement refrigerator doors are showing up this week and we continue to wait for the range. Our issue is the absolute terrible customer ********************** provided by Queen City. Left numerous messages (5 in the past 10 days) and have yet to have a phone call returned by the store manager. We still do not have any idea when the range hood will be replaced and we cannot get an answer on when the range will finally show up. Waiting now 7 months since ordering.

  

  Business Response

  Date: 12/30/2022

  We apologize for the inconvenience this has caused the ********** .  All issues have been resolved regarding the dishwasher and the range.  We are awaiting new panels to replace the damaged panels on the refrigerator and have a plan to test another hood for noise level before installation.  It is our goal to completely satisfy our customer and should have everything resolved soon. We're sorry for the length of time it has taken to resolve the issues but are close to resolving everything.  
  
  

  Customer Answer

  Date: 01/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/16/2022

  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.

  We have purchase a new Monogram refrigerator 60/40, the freezer is not working since the delivery date *** 2022.The last visit by the appliance tech was 11/14, I was told the freezer is not working. It needs to be replace it. I have yet to hear from GE and Queen City. I left a message to the business owner.

  

  Business Response

  Date: 11/30/2022

  We have reached out to the customer so that we can gather more information to resolve the complaint.  

  Customer Answer

  Date: 12/02/2022

   
  I am rejecting this response because:

  This meter will be moving to the next level that will involve the court of law. I have mentioned to the individual that I am no longer at liberty to discuss anything with Queen City. She did lied about leaving me a message. That was not true.

  
  

  

  Business Response

  Date: 12/07/2022

  We have been reaching out to GE to try and assist with resolving this complaint. GE service has not been able to rectify the service issue and GE will be working directly with the customer to exchange the unit.   

  Customer Answer

  Date: 12/08/2022

   
  I am rejecting this response because:
  Can you Queen City document this and put it on paper, since you have this agreement with GE? There has been no communication by GE nor by Queen to empower this commitment. My purchase was done through Queen City. I had an internal email was send to me by mistake, says otherwise. 

  No mention what so ever for a unit replacement by any party, this is a perjury statement on behalf Queen City.

  

  Business Response

  Date: 12/30/2022

  We sincerely apologize for the failed communications between the parties trying to resolve the issue.  It obviously took longer than expected but as of December 28th it has been resolved successfully. We'll work to put in better systems to avoid this type situation in the future.  We are terribly sorry for the inconvenience.