Complaints

This profile includes complaints for Standard TV & Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Standard TV & Appliance

  5240 SE 82nd Ave Portland, OR 97266-4804

• 

  Standard TV & Appliance

  63736 Paramount Dr Bend, OR 97701-8656

• 

  Standard TV & Appliance

  3600 SW Hall Blvd Beaverton, OR 97005-2052

• 

  Standard TV & Appliance

  1205 NE 33rd Ave Portland, OR 97232-1936

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:08/04/2023

  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.

  I purchased a new Bosch dishwasher from them in April of 2018. It malfunctioned in late March of 2023. I called Standard to repair the unit and they informed me it was still protected under the 5 year warranty period. They sent a service repair tech out to my house several times to attempt repair. All of which failed and the dishwasher continued to have the same problem as originally reported. After many attempts to get them to honor their warranty they finally said they are not doing anything else for me and i'm stuck with the broken dishwasher because now it is outside of warranty. I told them that is unacceptable because they never fixed the original problem that occurred during the warranty period.

  Business Response

  Date: 08/07/2023

  We have resolved this with **************** on 08/04/2023, when we scheduled an exchange for the Bosch Dishwasher.  They are scheduled for pick up w/ delivery and installation on 08/10/2023.  Again we do apologize for the drawn out lengthy experience with the service of your Bosch Dishwasher.

  Customer Answer

  Date: 08/14/2023

  The business contacted me after my complaint and made good on the warranty issue. This matter is closed as far as I'm concerned

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Purchased a floor model ***** oven on 4/6/2023. The unit original price was $9,730 and since it was a new floor model we only paid $8,730.00. We were not advised it was used or refurbished but with over 2 years of use this unit is not new. ***** service has been out 3 times with another scheduled appointment on the 11th of July. We were advised to turn off oven at the main as it is a fire hazard and could cause our house to burn down. The technician also indicated over ******* hours of use from the control panel. We were told it was a floor model. Not a used, refurbished and or broken unit. I contacted *** in customer service and was screamed at that I did not understand what a service call was and I didn't know what I was talking about. So taking time off of work to have service come and fix a brand new appliance at least 3 times doesn't mean anything. We now have a broken oven that will be fixed once we get the parts but still used. I contacted the company due to the hours of use and selling a used as new/floor model was reprehensible. We wanted compensation/replacement/refund/return of the oven. They are a bait and switch company.

  Business Response

  Date: 07/10/2023

  July 10, 2023
  
  
  
  Re: 20288706
  
  
  
  To whom it may concern,
  
  
  We would like to address your claim about the oven being used/refurbished. Standard TV and Appliance doesnt purchase used or refurbished products.  Standard TV and Appliance purchased this unit brand new from the manufacturer and was delivered to us new in box on 06/22/21.  Where it sat in our warehouse new in the box until the Wolf Kitchen build at our ********* Showroom was complete.  On 10/1/21 we then transferred the oven to our ********* showroom to be displayed in our display kitchen.  Once the oven was then installed as a Display piece.  The oven was not used it was only powered to show the display and the oven lights inside.  When you selected the oven, you saw that it was on display and powered on. You agreed to purchase the display model at a discount.  Our records indicate that you had the oven installed on 04/05/23.  Even though this is a display model, you have a full manufacturers warranty on the Wolf DO30CM/S.  We take these claims very seriously. We will support you and advocate for Wolf to repair your oven and will push for a replacement if the parts are not able to be received timely.  As a policy we guarantee installation workmanship for 90 days, after which the installation and /or appliance is subject to wear and tear, environmental factors, or factory defects.  
  
  
  
  Kind ********************************************* and Appliance

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20288706
  
  I am rejecting this response because: You have not addressed the fact that we have obviously bought a lemon and about the fact that we have an unsafe oven in our home.  Going after the repair company that has been completely transparent for telling the truth about the issues with the oven is abhorrent.  They have done everything within their power to get parts.  Appliance Hospital has been wonderful and the service technician has gone above and beyond.  Wolf and Subzero are responsible for the parts but the responsibility is ultimately Standard TV and Appliance for selling a very damaged unit.  Only after having to speak with a manager in the Beaverton location has anyone been apologetic.  The customer service representative at that location should not be in that job.  Screaming at customers or anyone is NEVER ok. Arguing with me regarding the number of times the repair company has come out is ludicrous.  But lets be clear since "***" wouldn't listen.  Today marks the 4th visit since the installation by your company.  The oven had ripped gaskets around the face of oven when it was installed and I was told to call Wolf.  When I called Appliance Hospital they wanted a picture of the piece that was damaged and I emailed it.  Then after they got the piece in stock did they come out and point out that the other oven had the same damaged gasket.  So they ordered another gasket and then came out again.  At that point we realized the oven was making a really loud/bad noise while using it.  It was then that Appliance Hospital found a s**** that was between two things in the oven that shouldn't have been there.  We thought the problem was solved.  But the noise continued and then I also burned myself on the top panel of the oven reaching into the cupboard above it.  We hadn't used the oven in over 4 hours.  I had never heard of the panel that you push to start the oven being hot and knew there was a major issue.  So I called Appliance Hospital again.  So they came out for a THIRD time.  Now pieces were shorting in the lower oven and causing the problem on the main panel, where I burned myself.  I was then informed by Appliance Hospital that 3 pieces needed to be replaced.  He then called Wolf from my house and told them the serial number and model and they (****) ordered the pieces.  I was also told to turn off the oven at the breaker as he couldn't guarantee it would be safe. A call any "reasonable person" would suggest.   I was then informed that one of the pieces was on backorder and there was no timetable as to when it would come in.  I then got ahold of Standard to see if we could just get a replacement oven or return this one and was screamed at by "***."  For apparently not being being able to count to 3. I didn't know what a service call was????? Monday the 10th I was told by Appliance Hospital that they had two of the pieces and they would come today to install.  Upon arrival the service tech realized that the piece that Wolf ordered was the wrong one.  Now we can't get it until the 21st of July.  Again NOT the repair companies fault.  ****** this time.  So since April we have had service out FOUR times and we still can't use our oven.  So NO, I don't accept your response.  We would like a refund and removal of the oven.  We will never do business with you again.  You should be ashamed for passing this all off on the service company when all they do is diagnose and install pieces that Wolf sends to them.  Your customer service is severely lacking.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/28/2023

  We have issued a return of the product scheduled 8/11/23 per your conversation with customer relations on 07/27/23.  

  Customer Answer

  Date: 08/04/2023

   
  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,
  
  *************************

  Customer Answer

  Date: 08/11/2023

  So Standard TV and Appliance showed up today on 8/11/2023 and we were told that it needed to be uninstalled to be taken away. The men came to haul it but the uninstall had to be done already.  I called *** AGAIN. She said they didn't do the install.  Complete lie.  Then she suddenly found paperwork that they DID indeed install the ovens.  They charged us $333.94 on the 3/24/2023.  She said she would call me back and have to find another date to remove the ovens.  She called back and said they couldn't come until September 5, 2023.  I told her that was unacceptable and that we were having new ovens installed on Monday the 14th of August.  I also told her that this is just a never ending problem with this company.  I absolutely just can't get my money back and get their junk out of my house.  She said she would try to get it done sooner but had absolutely no idea if she could do it before the 5th of September.  So I did her job for her and found a solution.  I arranged the company installing the new ovens on Monday to uninstall the ovens from Standard TV and Appliance and put them on my porch when they delivered the new ones from ******* I called *** back and requested the $333.94 for delivery and install be refunded since she was unable to do her job correctly and I came up with the solution to her problem.  She called me back saying that they would pick up the old ovens on Tuesday with no timeframe so yet again I am waiting and wasting more time with this useless company.  I also will NOT be getting a refund for the delivery and install of the ovens.  They delivered  damaged ovens from day 1.  Even the delivery guys said it needed repairing before they even left my house.  My husband also had to drive over to ********* to pick up all the paperwork and manuals and broiler pan because they didn't even deliver them with the oven.  People need to know this company is only about money.  NOT CUSTOMER SERVICE.  NOT RELIABLE.  PRODUCTS ARE SHADY.  We were never told that the floor model was a 2021 or that it had over ******* hours on it or we would have never bought it even with the measly $1000 discount.  People don't buy new appliances that are 2 years old.  

• Initial Complaint

  Date:04/14/2023

  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.

  Purchased new appliances from store. They were delivered and installed. One item was a dishwasher. The drain tube was never hooked up causing damage to our floor, cabinets, under house and sub-floor. The manufacturer of the appliance sent a representative out to examine and that is their finding. Store refuses to accept liability.

  Business Response

  Date: 05/03/2023

  May 1, 2023
  

  Re: 19938214
  

  To whom it may concern,
  

  Our Records indicate the product was installed on 11/22/2022.
  

  On 04/11/23 the customer noticed water damage behind the island dishwasher. They called in a
  3rd party service tech to inspect. They contacted our Customer ******************** and since
  then the customer has been communicating with our claim specialist regarding this matter.
  We have reviewed the installation paperwork and documents and concluded that we will not
  accept liability for the damage. As a policy we guarantee installation workmanship for 90 days,
  after which the installation and /or appliance is subject to wear and tear, environmental factors,
  or factory defects. The pre walk and post walk waiver signed on November 12, 2022 by the
  customer indicating that there was not any damage.

  Kind ******************************************** and Appliance

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19938214
  
  I am rejecting this response because:

  I appreciate the fact that they want a "warranty" to be 90 days and afterwards it would be "wear and tear" however THEY NEVER HOOKED UP THE DRAIN. The third party that was dispatched by the manufacturer clearly states this. I believe in the world of legalese this is referred to as negligence. And their statement that we examined the installation is another dodge based on the fact that we have no way of knowing if they installed it correctly when the drain is on the back. There is no logical way for ** to know if they installed it correctly. The drain is in the back and is surrounded by a cabinet. Clearly they are using any excuse available to try and deny the fact that the installer failed to do the installation correctly. This is not just a loose clamp. The pipe was never connected. Epic fail. No excuse.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/08/2023

  After further review of the image from installation of the dishwasher, and the product cycle guide from the manufacturer we maintain that we are not liable.  From the pictures of the completed installation the drain hose was connected by the installer. I have attached a picture from the original installation.  And according to the cycle Guide from the manufacturer the amount of water the dishwasher uses ranges from 2 to 10 gallons of water per cycle.  I have also attached a copy of the cycle guide. The water would have been noticed during the initial test cycle.  
  

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19938214
  
  I am rejecting this response because:

  The response is a poor attempt to deflect shoddy installation. The water ran under the house for the most part due to this being a non-slab dwelling. The only reason we noticed was because of the discoloration of the cabinets and a bulging of the floor UNDER a cut out for the bar stools. That they are making statements without ever having come out to examine the situation, is a good indicator that the company never intended to honor their craftmanship. Additionally, I will point out again, that the person who identified the faulty installation is a representative from the manufacturer, that Standard referred us to call, who has no relationship with us at all. He is an extension of Standard and they apparently have no faith in his findings. They did not hook the hose up. This is a stated fact from a third party. The only way to take a picture of this would be if the dishwasher was still pulled away from the cubby. Their "picture" is also in question. Why did this just now show up? We had pictures from the start. However, the video taken by their representative, at the time of the service call, clearly shows the water gushing out of the uninstalled pipe. This was presented immediately. This is turning into a waste of time for myself and the BBB. This is a crappy company and I will never do business with them again. I will make it a point to tell my story to everyone. I own a business so I have plenty of opportunities. Lastly, once the repairs are completed, we will pursue other legal avenues. They may think that they are going to just walk away, but I am just getting started. Thank you for your attempt to resolve.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/10/2023

  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.

  Bertazzoni Refrigerator from Standard TV/Appliance ST&A) on ******* in ********, ** SO# ******** Dec 22, 2022 Ordered (Model No: REF31BMFIX) for $2315.00 February 5, 2023 - Delivery of damaged unit with 2 large dents. March 30 New unit delivered & installation.March 31 Ice maker not working. Control panel is totally dark and none of the buttons function. Technician comes out and confirms above. Technician says he will talk to supervisor and someone will get back to me April 3- I call to find out what is happening with the service. ?****** in service tells me that ST&A don't service this refrigerator, and that an authorized warranty service needs to be arranged. I tell her I do not want this refrigerator that has never worked properly. ?Transferred to Customer Relations who say a diagnostic service visit must occur before any option for a replacement can be disused.?Transferred to back to Service and **** tells me that it is my responsibility to arrange for warranty service and refers me to OR ********************** who say they charge $150 for a diagnostic & schedule service on 4/13.?I contact *********************, in sales who contacts the Bertazzoni rep.April 10 OR App Rep calls to confirm apt and tells me that they are not authorized for ********** repair. I call service at ST&A again and **** gets me other repair services that are authorized for Bertazzoni repair. ?ARH (Appliance **************** cannot provide service for 2 weeks and schedules an appointment on April 26.?Mr. Appliance (in *********, **) says they need a claim number provided by ********** in order to provide service for this refrigerator.?I did not try the third option in *********, **.Within 18 hours of installation, this refrigerator did not work. I would like ST & A to take responsibility for providing a refrigerator that works, instead of my having to make repeated phone calls for service in a new appliance OR refund my money and I will go elsewhere.***********************

  Business Response

  Date: 05/01/2023

  We understand this has been a very lengthy process for you and apologize for any inconveniences this has caused.  I have just received word that we were able to secure approval to return the unit by the manufacturer.  Our customer Relations Manager has been in contact with the you to set up the exchange.  They have told me that you are currently away but will come in with your husband this weekend to reselect a new unit. Thank you for working with us while we found a solution. 

   

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  In March of 2022, we purchased a new electric stove, new portable dishwasher, and new Frigidaire refrigerator/freezer from Standard TV and Appliance in *************. The total purchase price was $4,142.00. (We were advised the refrigerator was dented in transport and could only be sold "as-is")They were all delivered on April 20, 2022. I contacted ********** to ask a question only to be told the unit had already been warranted and was not a new appliance. I obtained the original owner's name and called her. She said the appliance had been in her house for 6 months before she could get Standard to take it back. It was dented while being delivered to her and we wanted it returned. When I advised Standard of this information, and that the appliance had no warranty, I was given a 3 year warranty as an apology. However, they kept trying to say I purchased the unit from their "outlet" department. I advised it was on the showroom floor with all the other new appliances, and priced comparatively with the other new units. On Jan. 5th 2023 I noticed several cracks on the top of the freezer drawer, which is on the bottom of the unit. I contacted Standard and was advised they would contact the warranty company. I was asked for pictures, which I submitted to Standard. I received no further information from Standard, but continued to call customer service, and was finally advised the warranty company said "the damage is 'cosmetic' and not a covered item". It is NOT cosmetic and my concern is that as the cracking continues, the drawer will fail and the unit will malfunction. The cracking, I believe, is a material failure, and not cosmetic at all. Standard has not followed up and I continue to call and email. I was lastly told by them, "have customer service escalate this", which I did, and would have done previously if I had known to do that. I feel they are ignoring me. We have been loyal customers of theirs for years and make several purchases there.

• Initial Complaint

  Date:02/14/2023

  Type:Sales and Advertising 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.

  In August of 2020 we purchased a washer/dryer and a refrigerator from Standard TV & Appliance. We also purchased the extended warranties on all three appliances. Less than 6 months into owning them we had issues with the washer and refrigerator. We have had to make service calls 3+ times on the refrigerator and twice on the washer in 2 years. Every time we have to go through the process of putting in a service request we get a run around from Standard and now finally have entered the extended warranty period only to find out that the warranty company takes months to service each appliance. We have received poor service on sketchy appliances. Appliances that cost $5k should not break months into using them. We are still unable to use the appliances and awaiting repairs.

• Initial Complaint

  Date:01/09/2023

  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 bought a rangehood from Standard TV and Appliance. They sent their installer who installed this the next day. The installer said "There is something wrong with this and I can't fix it. I'm notifying Service."Service called and could not come out for two weeks. And,they made us aware of disclaimers that could leave us liable.Standard TV and Appliance installed a DEFECTIVE PRODUCT but they will not take it back. Not unless a licensed technician of their choice affirms there is something wrong. That way Standard can get their money back from the manufacturer. It's just find for us,the customer to take the loss of paying for this defective product. They sold it. It was just as defective 2 minutes before they installed it as it was. 2 minutes after. This should be their loss not ours.Now - they are going to circles saying they are looking for a licensed technician of their choice who may or may not be able to get here earlier than. 2 weeks. They may or may not take it back. They can't say.I'm so sorry I ever bought anything from this store.

  Customer Answer

  Date: 01/18/2023

  Dear Sir/Madam,

  Standard TV swapped out the defective range hood and replaced it. Everything is fine now.

  Thank you for your help!

  Best Regards,

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

  7214 **************

  ********, ** 97219

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair 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.

  We had order from standard appliance for multiple appliances. We had two major problems. The dishwasher was installed but was leaking water and it needed to be replaced. And the fridge did not work as well. The fridge and freezer were installed and the installers left with it not working. We called multiple times about the issue and they finally sent out a technician. He was not able to repair it and directed us back to standard tv & appliance. They gave us the run around and kept directing us to different departments. Finally they said that they are bringing a new fridge and set up a delivery date and installation. The fridge works but they are not able to connect it because it wasnt installed correctly and there are missing parts. Now I have two units that are not together. After they left we now have another issue with the freezer, it is-leaking water all over the hardwood floors. Ive been reaching out to get an eta on when they can come out to fix the units and of course they dont have no information. The customer service os absolutely horrible and the lack of communication absolute. This is unacceptable.