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:02/16/2025

  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.

  They say they repair refrigerators came to my home in November asked for $200 dollars said my refrigerator needed a ice machine since then I have called at least 10 times after about the 5th asked the model number just each time I call I get some ridiculous reason and no call back I want my money back so I can call someone and get it fixed almost 4 months obviously they are just waiting for me to go away and are ripping proof saying they fix appliances and asking for money and never coming back

  Customer Answer

  Date: 03/07/2025

  They contacted me told me they would send a refund but have not the same as dealing with them to fix the fridge promises but they dont come through so I have not received my refund

  Business Response

  Date: 03/25/2025

  manager Yes **** went to her home in November to look at her refrigerator and determined it was her icemaker but she has a Brand Insignia that you can only buy there brand parts which the icemaker was on back order so the part was unavailable which we tried to explain to her she thought we were giving her the run a run around when we received this complaint from BBB we went her house and gave her a $200 bank ******** if you could confirm with ******* ******* that she received her refund. Thank you, *** Manager Mass Appliance

  Customer Answer

  Date: 03/25/2025

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

• Initial Complaint

  Date:03/28/2024

  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.

  We contacted Mass Appliance to repair our ******* kitchen oven in October 2022. Repeated visits, first to replace the motherboard, then to replace the relay, and a third visit to install another motherboard-- all failed to repair the problem. Along the way, several appointments were cancelled when scheduled jobs took longer than expected. After more than a year, Mass Appliance agreed to and allegedly sent on December 14, 2023, (attached). No check was received, despite calls and an email follow-up on January 26, 2024. Subsequent calls have also been fruitless. As of today, March 22, 2024, no check has been received.

  Business Response

  Date: 03/28/2024

  salesman we spoke to ********************* and told him we would drop of the $450 at his house and leave in mailbox this week he agreed.he said he would take complaint off the BBB website

  Customer Answer

  Date: 03/28/2024

  I am willing to take down my website review once my refund check clears. 

  Customer Answer

  Date: 04/04/2024

  I was told that Mass Appliance would drop off the check at 36 Thorndike on Tuesday, April 2.  I preferred to receive the check by mail as Mass Appliance was not reliable about service calls and left us waiting on several occasions awaiting repair of our oven.  I spoke with ********************* today, April 4 to report that we have yet to receive our refund of $450 as agreed.  He said he would call back.  I agree to remove my review on Yelp and their website upon receipt of the refund and confirmation that the check has cleared. Your good offices in bringing this matter to a prompt resolution are greatly appreciated.

  Sincerely,

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

  April 4, 2024

   

  Customer Answer

  Date: 04/09/2024

   
  Better Business Bureau:
  
  I have the requested refund in reference to complaint ID ******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/27/2023

  Type:Customer Service 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.

  10/16/23 **** came to inspect a gas stove that was smelling of gas. He said he couldn't fix it but offered to sell me a new stove that he "had in his garage". It was offered at a fair price -600.00- so I accepted it.
  
  10/18/2023 he delivered the new stove and hooked it up.
  
  After he left, we could smell gas emanating from the stove every time the oven was turned on. A call was made to the store at that time which was never returned. Because of the gas leak, we were left in an extremely hazardous situation. I have reported that to the state licensing board.
  
  11/14/2023 called the store again and reported the problem again. I scheduled **** to come out on 11/16/2023 between 8:00 and 10:00 am. He showed up around 1:00 and told me he needed to get a part from the store and would come out first thing Monday morning. I reminded him that Monday was just before Thanksgiving and I needed the oven.
  
  Monday morning he never showed up. I called and he told me he had scheduled for Tuesday, not Monday, which was a lie because I have a witness.
  
  Tuesday again he didn't show up so I called and asked what time he was coming. He said late afternoon, then again he never showed up.
  
  As of today the stove is unusable and Thanksgiving is tomorrow.

  Business Response

  Date: 01/09/2024

  Good afternoon, ********

   Please see response from the Business below. 

   ON 10/16 we went out to ********* house and determined his stove was not worth fixing and should be replaced. WE had a new scratch and dent stove in our container and would sell to him and hook up. for him. after we delivered the stove, he called and said he smelled gas. We set up appointment and were running late that day and did not get there till about 1 pm then i needed a part for the stove. That week I got a call from my doctor for me to go into hospital for A fib surgery to fix my heart they had opening early for me so i was out of work right before thanksgiving. So, I was not able to get out there and he went out and bought a new stove and had delivered. we would like to resolve this matter and have him take complaints off yelp and the BBB. We will give him his money back so we can put closure on both our ends we apologize and would like to resolve this issue.

   Please feel free to respond to this email. 

   

  Best,

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

  BBB Serving New Hampshire

  [email protected]

  Customer Answer

  Date: 01/16/2024

  
  
  Complaint: *****863
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  He is once again lying. He did come out on November 16 and determined that he needed a part. This was a Friday. He told me he'd be here first thing Monday morning and switch them out. Monday morning came and went, so I called him and he said "no, I told you Tuesday". I have witnesses to this.

  Tuesday morning I called him again and he said he'd be there late that afternoon. Again he never showed.

  So if he was in the hospital that week, why would he tell me he'd be out on two separate days? In reading his Yelp reviews and the BBB complaints, he has a long history of doing this to people and using a medical condition as an excuse.

  After I had the stove replaced with one that worked, he sent me a text saying he would refund the money I'm out. That was at least a month ago and still waiting.

  At this point all I want is the money I paid him and to be done with this company forever.

  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/06/2023

  Type:Product 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.

  3-1-2023 Mark C******* came out and inspected stoves. I explained we were building a home and wanted to make sure the stoves were good as we bought them used. Parts needed to be ordered. He said he would install parts once stoves were moved to new location. I explained it would be a bit due to we were in the process of building. I paid a check made out to him in the amount of $230.00 for inspection and parts.
  
  8-24-2023 He was a no call no show to install parts on stove. I called his office and his worker said he left me a message saying he was not coming due to misplacement of parts. I had no message and no missed call
  
  I called multiple times about parts whereabouts and got a different answer each time
  
  9-12-2023 I requested a refund for my parts I ordered and told him his service was no longer needed as I was done waiting for his to find my missing parts. I told him I wanted a check within 10 business days.
  
  9-27-2023 I contacted again and said if I did not receive my check by 9-29-2023 and I would be contacting the BBB
  
  today is 10-5-2023 and I still have no refund.

• Initial Complaint

  Date:07/28/2022

  Type:Delivery 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 04/25/22, I paid MASS APPLIANCE $650 in cash for a stackable washer/dryer to be delivered on 04/28/22. It was never delivered. I was assured via telephone calls and text messages from store employee Bob that it would be delivered on 05/05 and again, it was not delivered. Then I was told the delivery would be on 05/09, and again, no delivery. On 05/11, I texted Bob that I wanted to cancel the sale and have a cashier's check or money order mailed to me. I have left phone messages, text messages and emails for both Bob and the owner, Mark, and to date, have received no refund. I have also received no response from the business owner. The business address and owner name on file with the state is: 157 Lafayette Rd, Seabrook NH 03874; Mark G. C******** The address that employee Bob gave me is 255 Lafayette Rd, Seabrook, NH and Bob says the owner's name is Mark L*****

  Business Response

  Date: 07/28/2022

  Yes ****** did purchase a refurbished top load stack from us on date specified but when she paid for it she wanted a couple of things done to it before delivery. I did tell her we were shorthanded it was me and Mark C******* the owner/tech that were working. At that time. Mark got the flu and was in hospital and I don't drive so we had no one to deliver it it was about 2 weeks and she wanted her money back. I had people coming in our store wanting to buy it but i couldn't sell because it was hers.  Mark C******* the owner did agree to give her money back when she called but he ended up hurting his knee and could not work for 2 weeks so the store lost thousands of dollars because he is the tech. we Apologize for ****** having to wait this long . Her $650 will be sent out next week first week of August sorry for the delay.

  MASS APPLIANCE

  255 LAFAYETTE ROAD 

  SEABROOK , NH. 03874

  MARK C******* OWNER

  Customer Answer

  Date: 07/29/2022

   
  
  Complaint: 17635978
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  This is yet another in the steady stream of excuses from this business.

  On 06/03 Bob said that the check "probably slipped Mark's mind".

  On 06/05, Bob texted me saying that he would "make sure a check would go out".

  On 06/13, after I filed a police report, Bob told an officer that a check would be sent.  Officer suggested that I "give it a week".

  On 06/28, Bob  left a voicemail saying that a check would be ready on Friday, 06/30.  I sent Bob my address for the check to be mailed.  I have provided my address 3 times.

   

  
  
  
  Sincerely,
  
  
  
  Sandra Berke