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:06/19/2023

  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.

  We ordered a refrigerator and range on Labor Day weekend 2022, when purchased told it would be here by Thanksgiving, then told by Christmas, range came in Dec of 2022 and delivered Jan 23, 2023 only after I called again because they wanted to wait until both pieces came in, fridge still not here. After numerous calls to the store from their broken promises as to when the fridge would arrive and I have documentation of each call and whom I spoke with the fridge finally delivered on April 26th, 2023 during the delivery of the fridge from Advantage Appliance of 3 delivery men they had to remove my old fridge to bring in the new fridge. The fridge we have is 33' wide our door frame is 36' wide they insisted they needed to take our old fridge all apart to get out the door, I told them they did not need to do that as it was not brought in from that delivery that way, they drug the old fridge across the floor into my dining area with no blankets, rugs, or anything to protect my NEW floor that had just been installed by Carpet World on September 19, 2022 and the delivery men put in numerous scratches/gouges in the floor from the fridge location to the garage door by dragging the fridge and then taking the fridge apart in my dining area. I called and spoke with ******************* at Advantage Appliance and first he had to talk to his employ and would call me back never happened I had to call back numerous times again, only to be told he would talk to his ins company, again no word from him, again i have to call and get told that his insurance Nodak Ins would be calling me another two weeks go by still nothing then told I need to get an estimate so I call Carpet World and their rep came to review and get me estimate so they give me estimate and I emailed him a copy and now he says it is "Very Excessive" this is what we paid for our floor and now he continues to put me off with other requests. I just want my floor replaced that they ruined as he originally told me he would do.

  Business Response

  Date: 07/17/2023

  Nearly everything that ********************* claims is correct.

  We can only give the consumer the information that is given us by the manufacturer, in this case ***************** As with most stores there have been severe shipment delays especially in slow-moving special-order items. We also were going through some severe weather conditions that disrupted supply chain deliveries. 

  ********************* did claim that we damaged her floor. As with all damage claims we must investigate it thoroughly, which did take several weeks. We did find that while we could not conclusively say that it was caused by our employees, the damage was in an area that it was not inconceivable that we did not do it. For that reason, we have elected to pay for the replacement of her floor and the flooring company that she had requested was told to make it right.

  In conclusion, ********************* was given information that was based on the information that we received and proved not to be true. Her claim of damage was consistent with moving a refrigerator improperly and in an area that the homeowner would probably not cause the damage. We concluded that it was most likely done by our employee and satisfied the complaint.