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:01/22/2023

  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.

  On December 1st I ********* ****** and ******* *** purchased a ******* dryer for 220.00 and a ******* washer for 400.00. Both has 90 day replacement or fix it on the receipt. We also paid a 60.00 delivery fee. Total paid was 680.00 December 3rd the washer was suppose to be delivered. It was not never received a phone call. Called spoke to management it was determined the wrong phone number was called even though the women repeated to me correctly and on invoice correct number. Upon receiving the washer which was digital and had a glass lid.Two washes and discovered within two days that there was a hole and was leaking from the bottom. Recieved washer on December 8th called owner on December 10th. Owner hired men to pick it up and replaced it with an different washer this one was same size and digital. When the men picked up the washer there was water every where and rust. I had my maintenance man look at hoses prior to the washer being picked up they weren't leaking he stated from washer. The 1st two washers I had did not have agitators. The 2nd washer within two days began to sound very loud.I only did two load of washing. I sent the video to the owner he stated he would have someone out to pick it up and he would replace it for me. The people who picked it up heared the washer I turned it on no clothes in it. The man stated it sounded like it's striped. He also stated the mechanic is not good at his job. My mother was there both days the washer was picked up. The 3rd washer. It is not digital it is older and smaller than what we originally purchased. Yet still 400.00. This washer wad delivered on 12/16/2022. Had no issues with it until January. Called owner about the washer. Delicates is not working and the agitator is loose. Stated he would have his maintenance man fix it. He arrived on Jan 13 pushed buttons and said it was fine. They are refusing to fix the machine claiming we threatened and to not call store. They are not honoring the 90 day.

  

  Business Response

  Date: 01/23/2023

  The first attempt to deliver she would not answer her phone to accept delivery then called our shop at closing time, talked and sounded as if she was drunk stating she can find something cheaper and demanded her money back. Our store policy and warranty is a 90 day fix or replace warranty with NO REFUNDS. We rescheduled for delivery a second time that was a successful delivery. Customer called complaining the washer hoses were leaking. We went to check them and the washer was fine. A few days later she said the washer was making a noise and leaking water. We took the customer a replacement washer and brought their original washer back to the shop. We discovered the agitator was stripped out possibly from overloading it. We replaced the agitator in the original washer and the customer agreed to keep the replacement. The original washer was sold the next day with no issues. They then began calling with complaints of the second washer having similar issues. We then exchanged the washer to a more expensive direct drive washer at no extra cost to the customer. She complained a few days later that the third washer was not working and that it would fill with water then shut off. We went out again to find the lid was pushed down bowing in as if someone sat on the washer lid and that caused the lid switch striker to not engage the lid switch. Also they were overloading the washer with heavy clothes while trying to use delicate wash cycle. We tried explaining that the washer needed to be on heavy duty wash cycle to wash that type of clothes. The man in the house walking around in a security guard costume with a gun on his side the whole time making statements to not make him het violent and turn things ugly at his home. We made sure the washer was working properly then left and will NOT return due to the threats by the man in his security guard costume. They have made threats on calling their attorney and several news channels regarding this. I'm sorry but our lives are more important then returning to mentally unstable people making threats of violence to us. NO WE WONT RETURN TO THEIR HOME AND NO WE WILL NOT OFFER A REFUND. They canceled their contract with us the first time they made physical threats while we were in their home. 

  

  Business Response

  Date: 01/25/2023

  The further we go with this the more she complains about and comes up with problems and makes up lies. I will not respond to this issue after this. I have documents along with every phone call incoming and outgoing documented with the time and duration of each call. I did not talk to her until December 3rd at 5:15pm for 6 minutes and 19 seconds. The next call was December 3rd at 5:31pm for 17 minutes and 32 seconds. We close at 6pm. She was demanding delivery at that minute or a refund saying she can find a washer cheaper online. Delivery helpers had already left for the weekend and we had no way to get the washer and dryer to her and she knew this just for more reason to cry wanting money back and to have something more to complain about. Every phone call along with now emails you can see the more she rambles on with lies the more lies she comes up with and complains about. 

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

  
  

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  

  Regards,

  
  

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

  
  

  
  

  If there is proof the proof shows I was not given a exact time on when the delivery would be made. I was told up to 6:00 pm I called within the 4:00pm. I did not have any missed calls I did not have any voice mails. This was the issue. The owner keeps changing his story and keeps making up stories. I stated I wanted a refund back since it was not delivered when promised. I also have the invoice which I paid 60 dollars for delivery fee which is proof. I have photos and witnesses professional and none professional about the issues with washers. I also have videos and photos. 3 washers in 1 month is not acceptable along with the owners not professional manner and his slander with name calling. The issue here washer is not working his mechanic came to apartment pressed buttons did not work on it and claimed it was fine and nothing wrong. If it was fixed no issue. On top of it for some reason he showed a video of the old washer which had no business showing weren't even discussing that washer. Along with being called liars is not professional in anyway.