Complaints

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

close

Find a Location

Don's Appliances has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Don's Appliances

  251 Bilmar Dr Pittsburgh, PA 15205-4605

• 

  Don's Appliances

  1759 N Highland Rd Pittsburgh, PA 15241-1205

• 

  Don's Appliances

  5958 Baum Blvd Pittsburgh, PA 15206-3815

• 

  Don's Appliances

  7515 McKnight Rd Pittsburgh, PA 15237-3515

• 

  Don's Appliances

  310 Commerce Park Dr Cranberry Twp, PA 16066-6407

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:07/28/2023

  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.

  Appliance delivered and staff unable to properly adjust doors. Don couldn’t get a tech until Tuesday. A tech wasn’t sent but delivery staff. They did adjust and reinstalled drawer for freezer. Later in day freezer stopped functioning. Called sales and they told me I would get call. Never did. Started at 8 am calling. After 4 messages and multiple staff manager called back at 4. Arranged tech for next day. At 4 pm they said compressor needed replaced. I am at the showroom trying to get resolved and management hasn’t responded in one hour. Horrible customer service.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

   

  Don's Appliances is a sales and service company. We do not manufacture appliances and must abide by the warranty and procedures of the manufacture. We have no control of mechanical issues.
  
  It is hard to respond in timely manner sometimes and we apologize if an hour is not good enough.
  
  We have taken the unit back and will refund in full.

  Customer Answer

  Date: 08/01/2023

  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.
   
  
  Regards,
  
  
  ***** ******

• Initial Complaint

  Date:07/26/2023

  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.

  Purchased a Jennair dual fuel range from Don's Appliance paying in excess of $5000. for the product. Went to Don's because they are a local company and have heard they stand behind their merchandise. Additionally, have always heard that Jennair is the highest quality consumer kitchen appliance on the market. In the 14 months I have had it the oven hasn't worked properly at least 50% of the time. Three service calls: it takes 2 to 4 weeks to get somebody to come and look at it and decide what is wrong then another 2 to 3 weeks for them to get the part(s) and return. Service man was at my home 2 days ago replaced two parts. That very evening same problem existed. Called yesterday and scheduled another service call for 2 1/2 weeks out. I stated I feel they should replace the entire range. The individual I spoke with was going to have a manager call me.
  No call yet!
  
  Paying more than $5000 for a range I expect it to work properly.
  
  Additionally, when an appointment is scheduled they will not provide a time until 24 hours prior to the scheduled appointment thus causing the consumer not to be able to make any other plans for the entire day.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  Don's Appliances is a sales and service company. We do not manufacture appliances. The 2 week wait on service calls is something we work hard to rectify but between labor and parts ETA's it can be out of our control.

  The range was purchased on 6-14-22 and the first service call was on November 28th. There have been multiple service calls since and we will work with the customer to see if Whirlpool will exchange. W

  This is not a decision made by Don's Appliances and replacement must be through the manufacture.

• Initial Complaint

  Date:07/17/2023

  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.

  These people told us that they had somebody cancel on a refrigerator freezer that was white, and that would fit our specifications perfectly. They brought it out. It was panel ready. It had no panels on it. It had nothing on it. They said it was gonna have. Then they told us that, we have to get our own electrician when I ask him to come out and measure first to make sure that they don’t have a refrigerator sitting there they put the refrigerator in the garage and it’s been sitting there ever since and we told them just take it back and they refused to take it back. They told us they took it out of the box but it has never even been installed now they have to come back out a week later to install it and they haven’t even done that yet everything these people have told us they were going to do is a lie and has not been done. The refrigerator is sitting inside of my 80-year-old parents garage right now because they can’t get the job done correctly. This is a 50 year old company and you mean to tell me they don’t have an electrician on staff or proper appliance plugs, and every single thing they told us was a lie. The refrigerator started out at $10,000 and now we’re up to almost $14,000. Now they want to charge us again to come back out when the job should’ve been done correctly in the first place and now on top of it we have to buy panels for the refrigerator , this is the most incompetent company I have ever dealt with in my entire life. They lie they deceive you they told us that everything we wanted was exactly what they had and when they got there nothing was accurate. They sold us a subzero, refrigerator and freezer he told us it was the most expensive beautiful one that master kitchen and nothing they said was true Don shoul be called don’t. This is the most unprofessional company I have ever had the misfortune of dealing with. This company should be reprimanded and should be fined. My parents are in their 80’s. This should be classified as elderly abuse.

  Business Response

  Date: 07/31/2023

  To whom it may concern,

  Please find the email to ***** from our salesman dated July 9th. We absolutely let the customer know it needed wood panels. Please see below. The electric needing moved could not be determined until after the old unit was removed. This was a very complicated install and did not go as planned but there is nothing deceiving about what was done. We have refunded everything in full including any and all labor.

   

  ---------- Forwarded message ---------
  From: ***** ******** ******************************
  Date: Sun, Jul 9, 2023 at 10:58?AM
  Subject:
  To: <************************>
  
  
  Good morning *****, We are confirmed for delivery and install on Wednesday. The new refrigerator does not have panels or handles. I can assist you in ordering the new handles however  the handles  cannot be installed until a cabinet company places the new panels. If you have any questions please  just let me know , Thanks. 

   

  
  --
  Devin *. S*******
  ###-###-#### Ext:###
  Dons Appliances Factory Outlet
  Friday Out of Office
  www.**************.com
  
  

   

   

   

• Initial Complaint

  Date:05/12/2023

  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.

  $1,300 dishwasher failed in the warranty period under VERY light usage. Don's Appliance will not honor the warranty and repair it. Service person came once. This took a month. Supposedly parts were ordered for the repair. Another month later, my wife calls to inquire the status and why we were not contacted in so long, also inquiring if the repair parts came in. The woman told my wife they could not obtain all the repair parts, and if they cannot obtain them, they will replace the unit. More time passes. A Manager named Matt texts my wife asking if Don's Appliance or an Authorized Miele Representative installed the dishwasher. My interpretation: "WE ARE GOING TO TRY TO WEASEL OUT OF HONORING YOUR WARRANTY SINCE YOU (THE CUSTOMER) INSTALLED YOUR OWN DISHWASHER". I leave a voice mail for Manager Matt to call me. Manager Matt does not have the courtesy to call me or text me back. I call Salesman Matt. At least Salesman Matt answers the phone, takes ownership of the situation, and talks with me. But like a typical salesman, acts like he will help, reassures me eventually good things will happen, and nothing happens. I never receive the update call that Salesman Matt promised. Presumably because Manager Matt is pulling rank on Salesman Matt and telling him not to help us. This is a message to Matt and Matt: I fully intend to escalate this unfortunate ordeal to a positive conclusion. MANAGER MATT AND AND SALESMAN MATT: PLEASE DO THE RIGHT THING AND HONOR YOUR WARRANTY BY REPAIRING THE UNIT OR REPLACING THE UNIT. THIS IS NOT MUCH TO ASK! Summarizing: I am appalled by the very unprofessional behavior for such a large and supposedly reputable establishment. If Don's Appliance has any decency whatsoever, they will honor their warranty and repair our dishwasher. Thank you!

  Business Response

  Date: 05/23/2023

  To whom it may concern,

  Don's Appliances is a sales and service company. We understand the frustration when a product does not work to the customers expectations.

  The warranty is the responsibility of the manufacture and replacement is up to the manufacture. We will get with Matt to see what we can do to resolve this for the customer in a timely manner.
  
  
  

• Initial Complaint

  Date:04/19/2023

  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.

  Maytag washing machine MVW5035MW Problem occurred 4/5/2023 the delivery date. I have
  been in regular contact with Don’s Appliances about this Maytag since the day it was delivered.
  I have been printing out our email correspondences.

  
  The machine was started with a water only cycle by the delivery team. They left and I walked
  upstairs to admire my new Maytag.

  
  They told me as soon as this empty cycle finished I could begin doing my laundry. So I went to
  read the operating instructions. Then I took my instructions with me to the laundry room. The
  control panel was shaking so fast side to side, I could not read words on it.

  
  I dumbly thought the machine would act normally with clothes in it. First load was a set of
  queen size sheets. When the wash water began spin out there was loud banging which got
  worse because the rate of bangs increased as the speed increased. The same alarming shake
  and bang happened with a second load of light colored clothes. During that second load I called
  my salesman, Bill V******* and had him listen to the banging while the machine was spinning
  rinse water out. He told me he would call service for me to level the machine. The delivery
  team told me they had leveled the machine.

  
  I did not attempt to use my new Maytag again until 4/14/23 which is the afternoon the service
  team arrived. They did level the machine. A front left leg was adjusted . I saw the levels. The
  first load after the service team left was a bit quieter. But the second load was the loudest yet
  with banging and shaking.

  
  I called my salesman again on 4/15/23 and he emailed me “Grace my thoughts are that the
  machine will not get any quieter even if we added vibe-a-way accessory. Try to balance the
  load and do medium to large loads.” He skipped a couple of lines and added. “Ask me about
  our extended warranty program.”
  I have already a 1 year warranty from Maytag but serviced by Don’s Appliances Service
  Department. I bought insurance from Don’s for the 2nd through the 5th year on this Maytag. I do
  not know what extended warranty adds. I probably will not buy the extended warranty because
  I already have over $1,000.00 invested in this Maytag. I have washed about 9 loads since first
  delivery. All are very loud during the wash water spin out and the rinse water spin out.

  
  On 4/17 I wrote to Bill V******* and asked him to replace my machine. I told him I liked the
  model but I could not tolerate so much noise from this Maytag machine. It sounds like it is
  breaking itself apart. Bill responded, ”Grace I am not able to take back the Maytag washer. I
  can schedule service to come back and check the machine. Ask me about our extended
  warranty program.”

  
  He has told me to ask about the extended warranty plan twice. That will not make this Maytag
  any quieter.

  
  I have been keeping emails between Don’s Appliances and me. I have reminded them I have
  made 3 previous purchases from them since 2010, a dish washer, a garbage disposal, and a
  refrigerator. I also told them that customer service is why I have come back to them. I told them
  Maytag should stand behind their machine. That is good customer service.

   

  Business Response

  Date: 04/30/2023

  Don's Appliances is a sales and service company. We do not manufacture appliances. The warranty is the responsibility of Maytag not Don's Appliances.

  I would like to get a video from the customer so we can send to Maytag. We want this ro be resolved we will just have to go through the proper channels.

   

  Nick H*********

  Customer Answer

  Date: 05/01/2023

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

  I spoke with Bill V******* my salesman from Don's Appliances this AM 5/1/2023.  He asked me to email an audio of the sound my Maytag makes when spinning out wash and rinse cycles.  I will record this with my cell phone and send it to his cell phone.

  I am willing to work with Don's Appliances but cannot tolerate the loud banging.  The larger the load the longer the banning persists.

• Initial Complaint

  Date:04/17/2023

  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.

  Approximately three years ago we purchased a full suite of kitchen appliances at Don's, including an electric oven/microwave combination unit. The total purchase was $35,000+ for everything, and part of the reason we purchased at Don's in Canonsburg is because it was close to where we lived, and maintained a promise regarding the Don's service department: "Don H********* started Don's Appliances Sales & Service in 1971 with service as its lead building block. Today Don's Appliances has proudly built a team of 25+ people in its service department. We have been rated a "Top 100 Servicer" by Sub-Zero/Wolf and our service department get "A" grades from our various manufacturers on a continual basis. We are a factory authorized servicer for over 25 brands and are the region's leading servicer, with all of our technicians being factory trained for the appliances that we service. Our EPA friendly service department will provide service within a 125-mile radius from our nearest store, in PA, OH, WV, and MD. All of these factors contribute to the continuing growth of Don's Appliances Service Department."
  Immediately prior to Thanksgiving, 2022, our microwave stopped working and there was an error code. Even though we provided the specific code, the repair person (who didn't arrive until late December) came unprepared, looked at the error code, made a phone call, told us he didn't have the needed part, and it would have to be ordered. This process has taken place at least 5 different times, each time with a new part ordered, the microwave still not working, and a new technician scheduled. The last time, no work was able to be done because the Don's technician came, tried to call the Jenn Air service line, but Don's had not paid its insurance so Don's was unable to access the Jenn Air technicians and therefore the Don's "trained technicians" had no ability to do anything. At this point we requested a discount on the purchase of new equipment and were offered $50.

  Business Response

  Date: 04/18/2023

  To Whom it may concern,

   

  The appliances were delivered in early March of 2019. The product comes with a 2 year warranty. The service call was out of the manufactures warranty. Ref-*********

   

  The service was called in on 11/28/2022 and scheduled for 12/22/2022. We are scheduling all service calls out about 3 weeks and try to pre-diagnose, but issues can arise. Please see the notes from our service call. 

  12/22 (JJC)- MICROWAVE IS GIVING F1E6 FAULT (Microwave generation error) AFTER ABOUT A MIN OF USE; CHECKED ALL COMPONENTS STATED IN SERVICE MANUAL, FINDING FAILED INVERTER BOARD & MAGNETRON; OP/RS FOR 3 UNITS ON WED (1/18)   (JJC, 12/22/2022 1:53:38 PM) - ORDER PARTS & RESCHEDULE. (JPSI 1/18/23)STARTED TRIP AT 12:15 FORGOT TO START TRIP.  REPLACED THE INVERTER. GETTING A F1 E5 ERROR THAT THE INVERTER IS BAD MIKE P IS HELPING. ORDERING ACU BOARD... RESCHEDULING 2 WEEKS OUT.(JPSI 3/3/28) rescheduling for Tuesday the 7th. picking up inverter and mag from northside vnv. laurie is adding to Tuesdays schedule. Ref--**********-1

  Please see notes from service call on 4-6

  CHECKED ALL COMPONENTS STATED IN SERVICE MANUAL, FINDING FAILED INVERTER BOARD & MAGNETRON (JJC, 12/22/2022 1:53:38 PM) - ORDER PARTS & RESCHEDULE.REPLACED THE INVERTER. GETTING A F1 E5 ERROR THAT THE INVERTER IS BAD ORDERING ACU BOARD. REPLACED BOTH PARTS AND THE UNIT STILL DID NOT FUNCTION. CALLED TECH LINE AGAIN AND THEY SAID ITS THE APPLIANCE MANAGER LOW VOLTAGE DC SIDE THAT IS BAD. 3/30 (JJC)- REPLACED THE APPLIANCE MANAGER FOR THE MICROWAVE & STILL THE F1E6 FAULT COMES UP WITHIN 10-20 SECONDS, AS WELL AS A F2E0 (Keypad fault) NOW; CUST WAS UPSET BECAUSE LAST TECH SAID THAT THE ISSUE WAS WITH THE INVERTER, BUT THE INVERTER & MAGNETRON HAD ALREADY BEEN REPLACED & TECH'S NOTES SPECIFICALLY STATE THE APPLIANCE MANAGER BOARD WAS NEEDED, PER T/L; I EXPLAINED THAT I WOULD HAVE TO CALL T/L AGAIN BUT CUST SAID THAT HE DIDN'T WANT ANY MORE ATTEMPTS AT REPAIRING & SAID THAT I COULD CALL TECH LINE FROM MY TRUCK IF I WANTED, BUT NOT FROM IN HOME; EXPLAINED THAT COULD LIKELY BE WIRING HARNESS BUT HE SAID HE IS GOING TO CONTACT DON'S TO TRY TO GET REPLACED, BUT THIS UNIT IS NOT EVEN UNDER WARRANTY ANY LONGER; **SPOKE WITH MIKE P. ABOUT THIS AS WELL TO DOCUMENT**   (JJC, 03/30/2023 9:06:53 AM) - CALL COMPLETE do not complete tech going back out  //  4/5 (JJC)- CAME BACK OUT FOR CONTINUING ISSUE ON MICRO & KEYPAD FAULT (F2E0) FOR ENTIRE OVEN; CHECKED OVER INCOMING VOLTAGE, POLARITY & WIRING & THERE ARE NO VISIBLE, OBVIOUS ISSUES WITH ANYTHING; REAPPPLIED POWER & KEYPAD FAULT DOES NOT COME BACK NOW BUT MICRO FAULTS STILL DO (F1E5 & F1E6) Ref-**********-2
  
  This is not the service we want to provide and agree this has taken too long to repair. There are a lot of components that go into this product. We do not manufacture but do stand behind the product as best we can. We will work with the customer to come up with a resolution that is fair for Don's and the customer.

   

   

   

  Customer Answer

  Date: 04/18/2023

  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.
  
  

  I believe I noted in my complaint that the offer from Don's was a $50 certificate.  We were also offered 10% towards a new purchase, which is the current offer provided TO ALL CUSTOMERS WHO PURCHASE.  Again, while we understand that this issue occurred one (1) year after the warranty expired, our issue is not with the product as much as with Don's promise of a superb service department which caused us to purchase at Don's Appliances in the first instance.  If the service department is not able to actually fix anything that is out of warranty, then there is no need for a service department and the offering of a service department is a fraud.  We have already explained to the service manager and to the sales team that we expect to be offered a discount (of more than 10%) on the purchase of a replacement device - and we have waited for such an offer to be made but none has been provided.
  
  
  
  Regards,
  
  
  
  ***** *********

  Business Response

  Date: 04/20/2023

  Hello,

   

  We offered 40% off on a new unit and free delivery and installation of the new unit.

  We can also schedule another service call through Whirlpool asap to try and get this resolved. We will work on crediting the service call if this is the route decided.

   

   

   

   

  Customer Answer

  Date: 04/23/2023

  
  
  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. In the future perhaps the business will listen to its customers as I asked to speak to the Service Manager, who never called me; then I called and asked to speak to the Sales Manager, who never called me.  I did all of this in an attempt to get to this point, with no response from the Business.  Not until I filed with the BBB did someone reach out to me and attempt to make a satisfactory resolution.  It didn't need to get to this point if someone would have been willing to reach out earlier when I contacted the Business.
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:04/17/2023

  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.

  Webber Construction was Contracted by a Program Peoples Gas has for Winterization program with includes replaceing In severe caes as mine Replacing Hot water tanks which mine has been leaking since January.After 2 months of waiting and calling Clear results The compamy used by peoples Gas and the compamy which contracted Webber Construction I got a call from Bob W***** stating first that he didn't even know who Clear results was ,a rep from Clear results text him He then called me we went bacv and forth about him telling me that the gas stoves I had needed to be disconected Which for me was never a issue,the issue was Bod wanted to say his emploee told me this. during the assement.Not only did he not tell me He left no papers which I signed stating this I could and would have disconected stoves that day. As I did once I spoke to Bob not only did I discontect I put caps on and sent pictures. from there it went down hill Bob told me that the Furnace guy would be calling me to replace hot water tank ,but instead he since Don's Appliance to replace a older refrig in my basement that His employee wrote up to be replaced.Apparently this was never relayed to Delivery men because After seeing where the refrig was located the first crew came in I started taking food out and he told me to wait then came back in a said cord on new refrig was damaged,I have cameras in front and could see nothing wrong with cord they left then 3 days later 2nd crew came and came in to my home and refused to come down to basement where old refig was located.I call Don's app and was given a number to report issue I never recieved a return call Nor have I herard from Bob Webber Webber Construction

  Business Response

  Date: 04/18/2023

   

  To whom it may concern,

  I am not sure who Webber Construction is and why we are involved with this complaint.

  Don's Appliances was contacted by Clearsult PGH to replace a refrigerator for Mr. ******* at **** ******* ****** ** ******** on March 15th, 2023.

  We did attempt to install the refrigerator on March 18th but per our delivery team, the plug was damaged when it got caught in the lift gate.. Please see pictures and delivery notes attached.

  Per our delivery notes, we tried to return with a new model with a good plug and told to get off of property. Please see notes from our delivery team.

  Our delivery manager, Tom M******* tried to contact customer to discuss delivery issues on 3-22-2023 at 4:03. please see screen notes attached.

  We never charged anyone for the refrigerator and deleted off of the invoice and closed the file.
  
  -REF---***********

   

  Webber Construction was Contracted by a Program Peoples Gas has for Winterization program with includes replaceing In severe caes as mine Replacing Hot water tanks which mine has been leaking since January.After 2 months of waiting and calling Clear results The compamy used by peoples Gas and the compamy which contracted Webber Construction I got a call from Bob W***** stating first that he didn't even know who Clear results was ,a rep from Clear results text him He then called me we went bacv and forth about him telling me that the gas stoves I had needed to be disconected Which for me was never a issue,the issue was Bod wanted to say his emploee told me this. during the assement.Not only did he not tell me He left no papers which I signed stating this I could and would have disconected stoves that day. As I did once I spoke to Bob not only did I discontect I put caps on and sent pictures. from there it went down hill Bob told me that the Furnace guy would be calling me t-o replace hot water tank ,but instead he since Don's Appliance to replace a older refrig in my basement that His employee wrote up to be replaced.Apparently this was never relayed to Delivery men because After seeing where the refrig was located the first crew came in I started taking food out and he told me to wait then came back in a said cord on new refrig was damaged,I have cameras in front and could see nothing wrong with cord they left then 3 days later 2nd crew came and came in to my home and refused to come down to basement where old refig was located.I call Don's app and was given a number to report issue I never recieved a return call Nor have I herard from Bob Webber Webber Construction

  Customer Answer

  Date: 04/20/2023

  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.
  
  
  
   
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/10/2023

  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.

  On December 20, 2022, I purchased a GE 30" white freestanding electric range from Don's Appliances where several people encouraged me to shop. Since then, I have been told by a Don's employee that the oven needs to be calibrated because it overheats by at least 25 degrees. Attempts to calibrate the oven, following poorly written directions in the phamplet received with the stove, have failed so that I have not used the oven successfully since it was installed. I have been in contact with Don's Appliances and am told I will not receive a service call until May 2023! I fail to understand why a brand new appliance needs to be adjusted. I fail to understand why a company, with a reputation as Don's, would sell an inferior product. I fail to understand why service people are SO busy if the company is acquiring/selling sustantial and reputable products. I fail to understand why a product, leaving a warehouse, wouldn't be tested especially if service people are kept quite busy. I fail to understand why there has been no response from the numerous Don's owners to the letter I sent them. I am stunned a brand new standard product fails to perform its basic functions and a company selling it fails to meet any quality or level of customer satisfaction.

  Business Response

  Date: 04/10/2023

  Hello,

   

  Don's Appliances is a sales and service company. We do not manufacture appliances.
  

  We are working with GE to set up a service call in a more timely manor. We are unwilling to replace the product unless Ge agrees to it.
  
  

  Customer Answer

  Date: 04/17/2023

  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.
  
  
  
  Responding to the situation encountered regarding an electric range purchased from Don’s Appliances as well as the company’s response to a complaint filed with BBB:
  
  It is not clear who or what at Don’s Appliances wrote the response to the BBB complaint. One wonders, for instance, about the reference to “timely manor?” Did Jill, the ChatBot, compose the sentence wherein “manor” should be “manner?”
   
  
  If Don’s Appliances relies on AI, does that not distance the company further from customers? At their Bilmar Drive location, one sees a huge kitchen display as well as warehouse space. Is being a huge, impersonal entity the original intention of the couple whose portrait hangs in the entrance?
   
  
  The GE range is clearly inferior given Don’s technician calibrated the oven, and then Don’s indicates they will request that GE provide another service call. Doesn’t the attempt to rely on GE further distance Don’s Appliances from responsibility?
   
  
  Why whatever range sits in a kitchen be determined by a corporation such as GE? Why isn’t customer satisfaction a top priority for Don’s Appliances, especially given their technician calibrated the oven after being pressed for more timely service? Why is it that Don’s Appliances prefers being removed from responsibility when it comes to customer and product satisfaction, leaving it to a far away and impersonal corporation? Why does Don’s Appliances need GE to agree to replace the faulty range? It certainly appears “the buck is being passed.”
   
  
  Why is this customer paying for a second range? The GE range was purchased on December 20, 2022, barely 3 ½ months ago, and is paid in full. Why not grant a full refund, especially given I trusted the same company by purchasing a Whirlpool range to replace the GE? Will the defective GE range be donated? If so, does Don’s Appliances get credit for a donation on their taxes? Will Don’s Appliances calibrate the oven and resell the GE range as new? Even if they sell it as “used,” they will earn money.
   
  
  It is fair to acknowledge Don’s salesperson and Don’s technician were helpful to the extent possible. They are on the front line requiring them to face a customer. They are put in the position of defending inappropriate or ineffectual policies and practices.
   
  
  In 2021 when Don’s Appliances and their associated entities celebrated 50 years in business, their blog stated:
  The Hillebrands credit their successes to the forward-thinking employees of Don’s and “doing business right.” Nick Hillebrand states, “We sell the same piece of steel everyone else does. It really comes down to our people. We’re going to make mistakes from time to time, but our employees always support the customer.” Don’s Appliances was founded on excellent customer service, and they continuously allocate resources to enhance customer experience as the business grows and landscapes change.
  
  https://www.********************************************************
  
  It is my position that Don’s Appliances has made a “mistake” by failing to deal with the situation appropriately, accepting responsibility and, finally, by applying money paid for the GE range to the purchase of the Whirlpool range.
  
  
  
  
  Regards,
  
  
  
  **** ****

  Business Response

  Date: 04/18/2023

  To whom it may concern,

  Don's Appliances is a sales and service company we do not manufacture nor warrant any product. That is the responsibility of Ge in this case.. We scheduled a service call and went out to calibrate the oven. Please see the notes from our service call on 4-7-2023. We do schedule out often times 2-3 weeks and try to move up as we did in this case.

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

  (JJK, 04/07/2023 8:54:39 AM) - CALL COMPLETE. The temp was set at the high end of the adjustment, it was set 35 degrees hotter so I lowered the temp and tested.

  The customer was still unhappy and we tried to get GE involved and the customer refused. Don's Appliances is not responsible for the warranty.

  Please find the invoice attached with the terms and conditions stating, Federal Law provides that the buyer shall give the seller an opportunity to make necessary repairs to the merchandise. Replacement will only be allowed under the terms of the Manufactures warranty.

   

   

  Customer Answer

  Date: 04/18/2023

  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.
  
  
  
  It seems clear Don's Appliances, in a poorly written response, cares more about taking positions to protect their business rather than genuine customer service and providing a refund for a range I suspect they will resell. The response indicated I "was still unhappy." I provided proof, with over baked scones, that the range, regardless of repeated calibration, was defective. My "happiness" has nothing to do with it!
  
  This situation is taking time and effort from my "happy" life, and I suspect it will not be resolved to my satisfaction.

  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:01/10/2023

  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.

  In May of 2020, I purchased said dishwasher from Don's. I did not purchase an extended warranty. Since then my dishwasher has broken twice; most recently was in November of 2022.
  In November Whirlpool come out because a part was under warranty which was replaced, and they told me at that time that the dishwasher was not installed correctly. They thought it was an issue for my plumber. On 12/11/22 my plumber came out for $100 and confirmed that the dishwasher was installed incorrectly, but that it was not a plumbing issue. A few days later, Pro Appliance Installations came out for $132.68 and once again stated that the dishwasher was installed incorrectly. The drain hose connects to the floor instead of to the disposal. The pipe is 1/2 the size it should be. No gravity to feed the water. The dishwasher runs dry which burned out the motor and may have damaged other pieces as well. The estimated cost is $224 for the motor pump assembly, $148 labor, $34.75 for tax. He said the only reason the motor burned out was due to the incorrect installation by Don's. I still don't have a working dishwasher.
  When I called Don's Appliances this week, my salesman, Greg, had me contact the service department. Matt left a message saying that Don's only guarantees installation for 6 months.
  I am now out $232 and still have a broken dishwasher. My water and gas bill are also higher due to my need to hand wash all of my dishes. I feel that they should fix or replace the dishwasher due to the fact that their incorrect installation caused this problem. I paid $209 for them to install my dishwasher incorrectly. I will still need to pay my plumber to come back to correct the plumbing so a new dishwasher can be installed.

  Business Response

  Date: 01/12/2023

  To Whom it may concern,
  
  We installed the dishwasher on 6-9-2020. We only hook up appliances into existing connections. We do not change plumbing and if the prior dishwasher was not hooked up to a disposal we would not change that.
  
  We adjusted a toe kick but this is the first time we are hearing of a service issue with the pump.

  Can we get some pictures of the hose change?

   

  Please find our invoice that states we only hook up to existing connections. 

   

   

  
  

  Customer Answer

  Date: 01/20/2023

  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.
  
  
  
  I have responded within the 5 days as prescribed. I was contacted on 1/13/23 and I am responding on 1/18/23. 
  
  I did not respond sooner as I am single working mom with 3 jobs. 
  
   
  
  I see the clause you are referring to on my receipt. Since there was no connection to the disposal and no dishwasher standpipe was available, a high loop or an air gap should've been provided.  What happened was the pump repeatedly ran dry causing damage to the motor and other plastic parts from the high temperature.  
  
   
  
  I purposefully bought all of my appliances through you because you assured me that you had qualified installers that were not subcontracted. Your installer that installed my stove broke a knob on my gas line going to my stove. Now I find out that your dishwasher installer did not install the dishwasher correctly.  After owning this high end dishwasher for just 2 1/2 yrs., I have a broken dishwasher and am out money getting it diagnosed. My water and gas bill have increased due to my need to handwash my dishes.  My valuable and limited  time is spent handwashing dishes for my family. I am just asking for a fair compensation.  This problem is not due to a faulty dishwasher; it is due to faulty installation.  How would I know as a consumer if it was installed incorrectly until I had a problem? I have now had 3 experts tell me that it was installed incorrectly in multiple ways. I look forward to a fair resolution.   

  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 01/20/2023

  *******,

   

  As stated earlier we only hook up to existing connections. when the high loop is not installed there is cleaning issues.
  
  There is a lot of what if's, and also we did not have a chance to make it right just an invoice stating we installed the dishwasher wrong after 2.5 years?
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/05/2023

  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.

  The delivery and installation was horrendous both times I purchased from Don's. I had a refrigerator and stove delivered the same day. on 11/19. One example is my stove was leaking gas all night. I had to call People's Gas at 4:30 am. It was connected incorrectly - they fixed it?
  
  August/2022- I just spent an hour on the phone for repair service. because the ice maker is already broke. I waited almost a month for service. They cancelled the day before. I agreed to them coming the following day (9-2-22). My ice maker still doesn't work!!!!!
  Even though the service man was very nice he doesn't work on refrigerators. He was online reading instructions and calling someone. Well, he left and it still doesn't work--it wasn't tested anyway prior to his leaving. He had two parts, but didn't install them both. The motor wasn't installed.
  This is awful to wait this long, disrupt my schedule and I still don't have an ice maker.
  Someone else came 2 weeks later, looked at the door and indicated I need a new door.
  
  11/29/22 They finally scheduled my appointment for the new door. That person had the wrong address and he's driving all around my neighborhood. I called him to ask him what the heck he was doing.
  Surprise, he has the wrong door. It's white instead of stainless steel. So now I wait again, and again, and again.
  This is the worst appliance company I've ever dealt with. I've ordered appliances from ******/**** ***** and never had these kind of problems. I was stupid enough to believe your lies on TV commercials.
  
  1/5/23
  We're supposed to be here with my door on the 4th. Called me again this week and now it's 2/3/23. I told them they should give me new refrigerator at this point. Whoever called responded I've had the refrigerator for two years. That's not totally true. I haven't had the WHOLE refrigerator for two years. I haven't had an ice maker since August of 2022.

  Business Response

  Date: 01/05/2023

  Don's Appliances is a sales and service company. We do not manufacture appliances. The warranty and replacement would come through Whirlpool.

  I would recommend calling Whirlpool if replacement is desired. 
  
  ****
  
  
  

  Customer Answer

  Date: 01/09/2023

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

  Customer Answer

  Date: 01/16/2023

  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.
  
  
  
  I certainly didn't intend to .  Don's Appliance response did not address my complaint at all.  OK, there's a defect with the refrigerator--we're agreed. My complaint was about their service.  Twice they didn't live up to their self-acclaimed wonderful service.  This got dragged out because of their service incompetence.  They sent an unqualified repair man and then another employee ordered the wrong replacement door. How is that Whirlpool's fault?

  
  
  
  Regards,
  
  
  
  ******* *********