Business Profile

Major Appliance Dealers

Don's Appliances

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Don's Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

36 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:06/11/2024
Type:Billing 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 had a washer repair job done on a speed queen washer . The repairman told us that the warranty was covered. Then we received a bill. If I had known how much the repair cost I would have reconsidered and choose a different manufacturer. I feel swindled
Business Response
Date: 06/12/2024
Speed Queen did not cover the unit under warranty.

The tech did tell the customer it would be under warranty and once it was refused our billing team sent an invoice.
We will credit as the communication should have been had prior to sending the bill.

Please allow 10-20 business days to process credit.
Customer Answer
Date: 06/13/2024

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.
Don’s appliance has resolved this issue and I’m completely satisfied with that response.

Regards,

********* *****
Initial Complaint
Date:06/03/2024
Type:Billing 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.
Dear Better Business Bureau,

I am writing to file a complaint against Don's Appliance, a Pittsburgh-based company that acquired Duggan's Service and Sales in Erie. I have been a customer of this company for several years and have spent approximately $14,000 on new appliances with them. Despite my loyalty and significant investment, I have encountered an issue with their customer communication, the most recent of which I find particularly troubling.

In mid May 2024, I scheduled an appointment with Don's Appliance for a service call regarding my Speed Queen dryer vent, which had detached and was blowing air into my basement. This was an issue before and was previously addressed. When I arranged the appointment, the office assured me that the service was covered under warranty (7 years). My local sales representative also confirmed this information.

However, when the technician arrived on May 29, 2024 and completed the service, I was informed it may not be covered. This charge came as a complete surprise, given the prior assurance that the service was under warranty. At that point, I felt I had no choice, as the service had already been performed.

I believe this situation was mishandled, and that clear communication about potential costs should have been provided upfront. Customers should not be subjected to unexpected charges, especially when they have been explicitly told that the service would be covered. This lack of transparency and proper communication is unacceptable and needs to be addressed to prevent similar issues in the future.

As a widowed senior on a fixed income it would be most appreciated if Don's Appliance waived the $105.69 charge and improve their communication practices to ensure that customers are fully informed about any potential costs before services are rendered.

Thank you for your attention to this matter.
Business Response
Date: 06/13/2024
Hello,
Yes the warranty on the Speed Queen dryer is 7 years. This covers all functional parts and labor on the dryer. Our CSR did think it would be covered under warranty if there was something wrong with the actual machine.
The issue with the dryer was not mechanical. The Vent came off of the unit. This is not covered under warranty.
We resolved the issue of the vent coming off and charged $105.69 to send a service technician out to fix the problem.
We apologize if this was not communicated properly.

Please find the note from our service technician.

Customer Answer
Date: 06/13/2024
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.

The vent was connected by Don's initially and came apart. Also 2 employees at Don's said it was under warranty after advising them of the situation.

Regards,

******** *********
Initial Complaint
Date:05/07/2024
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.
I purchased a ****** Duel Fuel Oven & Range from Dons Appliance online on January 25th. I spent $2,999 on the unit and it totaled to over 3,000 after taxes. I was pleased with the initial response from Don’s with a quicker delivery date than expected. But when the day came and the installation guys came to my house they made it obvious they didn’t know much about ****** appliances. They soon realized the power cord was not ordered with the unit and a back piece was also missing. After they left we noticed the flames on the stove top were not giving out enough flame and the unit was not working properly. We mentioned this concern when they came with the power cord and back piece but they stated they were not there to do any service but just to install the back piece. I have had many many service calls from Dons Appliances to fix my stove top but it still remains broken after 4 months. I have asked for a replacement or refund many times and they are refusing to do so. They keep giving excuses about the manufacturer not cooperating but I’ve called the manufacturer myself and they said it is solely Dons responsibility to get me a new unit since they believe there was damage done at installation. I am at a complete loss as to what to do now because nobody wants to give me a solution. I don’t understand how a paying customer can be treated this way. This was not a cheap investment for me and I have been trying my best to remain patient but after so many months you would think something would be done to fix or replace my brand new unit. It is nearly impossible to boil a pot of water or use the stove top because the flame is so low. And I had the gas company even come to my house to make sure the unit was getting enough gas but everything checked out just fine. I really think Dons Appliances needs to take responsibility and fix this issue.
Business Response
Date: 05/08/2024
Hello,
The range was delivered and installed on 2-6-2024.
We installed the 4 prong range cord and back guard on the same day. ***********
We tested all flames and everything looked to be working in order. Picture of range working on 2-6 attached.
On 2-9 we received a call regarding the flame. We ordered parts because ****** stated we used too much pipe sealant and it was restricting gas flow.
We replaced the regulator and manifold that ****** stated was clogged due to installation. Please see notes and service info attached.
The new parts did not rectify the poor gas flow.
Don's Appliances is a sales, service and installation company. The warranty is the responsibility of the manufacture.

We will refund the money but unwilling to exchange fore the same brand as we feel the issue is with the product.

We will offer a credit towards a different brand.

Customer Answer
Date: 05/12/2024

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.

Regards,

******** *****
Customer Answer
Date: 08/15/2024
I purchased a Verona 36” range from Dons Appliance on January 24th 2024 for $3178.94. It was not installed properly per the information I received from the manufacturer when I called with questions. Dons Appliance made several service calls trying to fix the issue with changing the gas regulator but what I learned is too much putty was put into the gas line which created clogs and that is why we cannot get a decent size flame out of the top of our stove. After months and months of trying to get a resolution from Dons Appliance, they sent me a new unit. Today when it arrived it had no plug on it so we couldn’t use it in an outlet and the delivery driver just wanted to leave it at our house. After calling several times I finally spoke to someone who tells me this is a European model that requires an electrician and separate wiring stuff. I wanted an even exchange for another working oven, not all this hassle and something that doesn’t even work in my kitchen. But here is the scary party I want to warn you about Dons. After the installation guy leaves my husband started to smell gas, so I called the gas company to come out and they said it was pouring out of the back of our oven!!! They knocked something loose or unscrewed part of our Verona range that doesn’t work right, and left us with leaking natural gas in our home! I am absolutely shocked that they put my whole family in danger and have been so careless and complicated over such an expensive appliance I purchased from them. I have had nothing but headaches and troubles since dealing with this company and I cannot trust them anymore after this almost-deadly incident today. I am loosing hope they will ever solve these problems I am having and I feel so stupid for spending so much money for this range that doesn’t even work. I cannot believe a business can operate in such a way that treats their customers so poorly and only cares about their profit. I hope others can stay away from this business.
Desired Outcome:
Replacement; Contact by the business
Business Response
Date: 08/15/2024
We agreed to exchange the unit for another manufacture?

what is the complaint?
Customer Answer
Date: 08/15/2024
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.

I am waiting for a new unit from a different manufacturer so that’s correct. I made this complaint simply due to the fact I did not receive the last replacement unit I was told I would be getting. I am expecting a new unit but I am not pleased or satisfied with the service I have received from Dons Appliances. It should not take 9 months to give a customer an exchange for a unit that did not work from the beginning. 9 months is calculating from when I received my Verona range that does not work properly to October that you are quoting me to get a Frigidaire.

Regards,

******** *****
Business Response
Date: 08/15/2024
Hello,
We have agreed to exchange the range and more than happy to refund in full and pick the range up.
DESIRED OUTCOME: Other (requires explanation) Replacement; Exchange; Refund---Please see the desired outcome from the customer. We have agreed to any and all.
We apologize about the time frame.

Customer Answer
Date: 08/16/2024
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.

I simply do not think the way Dons Appliance handles their problems with customers is professional or ethical. I have received very poor customer service and I will not be satisfied until I receive a replacement unit that is installed and working. Until then I cannot put any hope or trust in Dons Appliances since they have treated me poorly.

Regards,

******** *****
Initial Complaint
Date:05/01/2024
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.
I spoke to a salesman about ordering a new downdraft for my kitchen. He told me that I would have to have my granite countertop cut out for any new downdraft to fit. I told him that since my current cooktop is 9 years old, I would also like to purchase a new cooktop now so that a year from now I would not have a hard time finding one. The techs from the store came out and measured my opening in the countertop. I asked the salesman to find me a cooktop that would work in my space.
He stated that it would take awhile to find one. He would email his findings. The salesman had my measurements, we were not using a contractor put in the cooktop, it literally just sets in the opening when you have a granite countertop. After we had our countertop cut to fit the downdraft and it was installed, we realized that the cooktop that he recommended was too large for our opening in the granite. When I emailed him this fact, his reply was that he was sorry but their company has a no return policy. I said that I relied on his techs and his knowledge to use my measurements and he was to find a cooktop that fit. He stated that we discussed having to cut my granite for the cooktop to fit, this was never the case. Not once did he mention that the cooktop would not fit my original opening. He had my measurements, he could see that there is no way we could cut the granite to accommodate any of the three cooktops he recommended. I spoke to another person in the organization and she agreed that this was not my fault, the salesman was at fault. she said she would have a manager call me, that was on 4/19/24, I left her a message on 4/22/24 with no reply. On 4/29/24, I called the store and was told a manager would call me, no one has called me. I have been their customer for over 30 years and am very dismayed by their lack of integrity.
Business Response
Date: 05/08/2024
Hello,
We were contacted by **** ******* regarding a new cooktop and downdraft on Feb 8th 2024.
Ryan Way sent an email with 3 options to choose from confirming that the contractor would need to install as there is no exact fit when replacing appliances. Please see screenshot of email attached.

Ryan way provided the specs on all 3 cooktop options as well. Please see screenshot of email attached.

We do not return appliances that were special ordered and installed in customers home.

If these units are new in box and never used we will return.

Customer Answer
Date: 05/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** *******
Initial Complaint
Date:03/27/2024
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.
My wife and i moved into a new home the beginning of December 2023 that has a Whirlpool appliance package that came from Dons Appliances in Pittsburgh. We are having an issue with the microwave touchpad. It has a bunch of fine scratches on it that should not be happening to a 4 month old appliance. i contacted the sales rep from Dons who's name was supplied by the home builder, and was told that Whirlpools appearance warranty was only 30 days and i would have to contact Whirlpool to see if they would do anything about the situation. i emailed Whirlpool customer service March 7th and the finally got back to me March 26 telling me that they are unable to help us at this point. I called Whirlpool back to express my dissatisfaction with this product and asked them how i go about getting a local Whirlpool sales rep to come out and look at the microwave. The woman at Whirlpool told me that Dons Appliances would have to make the arrangements with their Whirlpool rep to come out to look. Between my wife and i we have called at least 6 times leaving messages and no one from Dons has bothered to return a call. Very poor customer service on their part. All we are asking is for them to make the needed arrangements for us.
Business Response
Date: 03/27/2024
We apologize you are having issues with the microwave. Don's Appliances is a sales and service company. We not manufacture or warrant the product.
The warranty is provided by Whirlpool and any exceptions to the warranty is at the sole discretion of Whirlpool.
Whirlpool should have handled this and got you in touch with the local rep. We can not give cell numbers out to customers of our rep.
We will reach out again to the rep to contact you.
Customer Answer
Date: 03/28/2024

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.

Regards,

**** *********
Initial Complaint
Date:03/09/2024
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.
3 new appliances were purchased from Don’s Appliances in summer of 2023. They were installed in November and have needed repairs more than 4 times in a 4 month time span. The fridge was attempted to be repaired on Feb 28th which did not work, I was told I had to wait a week for another repair and the man came today and it is still not working. I contacted the store for help snd was told they can’t help me!! These appliances are all under warranty! If the the store I purchased them from can’t help me then who do I go to??? Please help
Business Response
Date: 03/20/2024
We wish the customer was not having service issues, and will work to repair the appliances in as timely of a manner as we can.
Don's Appliances is a sales and service company we do not manufacture appliances.
The warranty is provided by the manufacture. If a replacement or credit is needed it needs to go through the manufacture.
Initial Complaint
Date:03/07/2024
Type:Billing 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.
Quote for repairs to a clothes dryer purchased from Don’s to replace a dented top surface was $281.66 and they requested an up front fee of 160.19. We expected the pre-payment to be deducted from the repair total but was not. We would not have authorized repairs of $441.85 as charged for a dryer that cost $675 a month earlier. Part cost was $130 and the balance charged as “labor” for less than a one hour call. We request a $160.19 refund for charges over the estimate
Business Response
Date: 03/18/2024
Hello,
We apologize that there was a disconnect on communication. We have a call out fee and then labor.
We will deduct the initial call out fee for the disconnect in communication.
Customer Answer
Date: 03/27/2024

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.

Regards,

**** *****
Initial Complaint
Date:12/31/2023
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.
On September 9, 2023 our old refrigerator stopped working. That same day we went to Don’s Appliance on Rt.30 North Huntingdon and purchased and paid in full for a Samsung refrigerator. It was to be delivered the next day. About an hour after returning home from purchasing the refrigerator the sales person called and said that as our transaction was going through someone else had bought the refrigerator we chose and paid for. It was suggested to us to consider the same refrigerator that was in stock at the warehouse with the issue being the refrigerator at the warehouse was missing the stainless steel panels on the front but that they could be easily ordered. This would take 2-3 weeks to come in and be delivered and applied at our home. We agreed unfortunately. The refrigerator was delivered the next day.
We did receive the panels for the top two doors and middle tray a couple of months later. These were installed. However, we continue to wait for the panel for the freezer on the bottom.
On January 9, 2024 it will be 4 months of waiting with NO resolution in sight. Multiple phone calls, stopping in, emails, no one has a resolution. Our sales person has emailed several people in the Don’s higher chain of command and they do not answer her emails or respond to her phone calls and call her back about this. She has tried.
I stopped in again today and found out our sales person as of today is retiring. The emails she has sent and phone calls have gone unanswered. Two weeks ago I was told the issue was taken up with one of the higher ups, one of the owners perhaps, and he had assured her he would contact Samsung and get this resolved. Haven’t heard from him since.
Now that our contact person is leaving the feeling is we will be lost in follow up with an expensive refrigerator that isn’t complete.
I have suggested giving us a different one as well as taking a panel off of one in the showroom. Both of these requests were denied.
Business Response
Date: 01/03/2024
To whom it may concern,
We apologize for the wait on the panels.
We have been going back and forth with the Samsung team and as of 1/3/2024 the panels arrived to us and we have the panels scheduled to get installed.
We will get this taken care and apologize for the wait.
Customer Answer
Date: 01/04/2024

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. The panel was installed today and we are extremely grateful the situation has been resolved. Thank you so much.

Regards,

****** *******
Initial Complaint
Date:11/14/2023
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.
On June 1 2023 went into Don's Appliance to purchase stove, dishwasher and microwave for a kitchen being remodled. Advised at that time salesman Bill V******* that my contractor would install the microwave. On August 11 only dishwasher was delivered in a box because of a rebate. On October 16 the stove & microwave was delivered. On November 8th my contractor opened the microwave box to install it. Not only were pieces missing there was a bright pink paper taped to the inside flap with "damaged" written on it. I then put it in my car drove up to Don's Appliance. After much hassle, and an hour and a half later, another brand of microwave was going to be delivered in 11/9 because Don's Appliance was coming to install the stove & dishwasher. Again advised Bill my contractor would install the microwave because of new cabinets. He said no problem. On November 9th, a truck pulled up with 3 men. One man was in charge. He brought the microwave onto my porch. In the course of the conversation, I advised him 3 times he wasn't installing the microwave. He then walked into my kitchen, advised me and my husband could not install the dishwasher because new floor wasn't installed. He couldn't install the stove because the gas line needed moved. My husband said don't install the microwave but take the old stove. We went into our livingroom to call Bill. Next thing we heard a drill. He drilled holes into my bland new cabinet. My husband told him he wasn't supposed to install the microwave just leave and take the stove with you. He refused to take the stove. Bill then had a Brandon call me. I have left messages with Bill, Brandon and a Kayla no one has called me back to this day. Don's Appliance phone rings 18 times then you have to leave a message and still no one will call you back. I have sent pictures to Bill & Brandon. I even left messages on Bill's personal cell#
Business Response
Date: 11/28/2023
To whom it may concern,

We have been and will continue to work hard to get **** satisfied. We have credited $100.00 for the holes in the cabinet.

The range and dishwasher were not installed because the floor was not installed at the time we originally went out. We have rescheduled for Monday and will be installing both at no charge for all of the miscommunication. We also credited **** the $199.00 on the install.
The microwave has been exchanged and Don's puts red tags on damaged products to work to eliminate this from happening.
This was a human error.
We expect everything to be complete on Monday December 4th.

Customer Answer
Date: 11/28/2023

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.

Regards,

**** *****
Initial Complaint
Date:08/24/2023
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.
I purchased a washer and dryer from this business. They delivered the appliance, and it has never worked from the day of delivery. We are two months out with no resolution in sight. I was told that there is a back order on the part that they are trying to order to attempt to fix the unit. However, they are not sure that this is even the problem. This unit was nonworking from the day of delivery and I have requested on multiple occasions to replace the unit as there are multiple in stock with this company.

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Don's Appliances is NOT a BBB Accredited Business.