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.

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  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:12/30/2022

  Type:Product 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.

  I bought a washer & dryer set from Don's Appliances in N. Huntingdon last April, 2021, along with the 5 year extended warranty. Almost two months ago, my year-old washer started acting up so I scheduled a service appointment, although nothing was available for three weeks. Once the Don's tech finally came out, he found a large piece of the counterweight had broken off inside the washer, which was a manufacturing issue. He further took the washer apart and found a large hole in the tub, also to no fault of my own. He spoke with Samsung who authorized an exchange. When I called Samsung to arrange the delivery, they told me I had to call Don's since they sold me the extended warranty. I called Don's right after and they told me nothing was updated in the system yet and that someone would call me back later in the week. No one called, so I called two more times over the following two weeks and sat on hold for 30 minutes before getting anyone to answer. Both people I spoke with said they would either have someone call me back or they would call me back themselves, but no one ever did. My fiance tried calling as well, got the same runaround but finally got a manager on the phone only after calling his extension over and over again. Instead of replacing my washer like Samsung authorized, they gave me a credit for just the price of the washer ($699.71) and I had to go back into the store to pick a new one. I wasn't even able to get the same washer because it was on sale when I bought it, but I would've had to pay $200 more this time if I wanted that one. I ended up spending a total of $360 more on a different model and yet another warranty after only a year. When the new one was delivered yesterday, there was a large dent right in the front and the guys scratched up the sides getting it into the house. Again, we tried calling several times and different people and no one would answer, nor has anyone called us back. I want the dent fixed & a refund - acct# **********.

  Business Response

  Date: 12/30/2022

  Hello,

   

  The warranty always goes with the serial number and cost of the original unit.

   

  We will make sure we look at what happened with the dent and scratches. We will get back to the customer.

  Customer Answer

  Date: 12/30/2022

  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 was told by the technician that he spoke directly with Samsung and they had authorized an exchange of the washer, which would mean the same one, especially since it was only a year old and those are major issues for a year-old washer to have. I bought the extended warranty so that if something did happen, I wouldn't have to pay extra money. I wasn't expecting to have to purchase another washer in such short of time, or have to spend an additional $360. I definitely wasn't expecting the new washer to be damage upon delivery either. The drivers said that their manager offered an $80 discount but I don't feel that's enough after everything I've been through. I expect a phone call by next week, I want this handled quickly and not drawn out, like the process has been so far because no one wants to answer the phone or return phone calls. My fiance left a message for Cheryl yesterday, in the customer support department, regarding the giant dent, but she still hasn't called back either.
  
  
  
  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 01/05/2023

  Hello,

   

  We have credited the customer for the scratch.

  Customer Answer

  Date: 01/06/2023

  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.

  How much was the credit? There is nothing on my credit card statement. I want the dent fixed as well! It's a brand new washer that was delivered from your warehouse with a softball sized dent in the very front. I've had enough issues with this company. I was told a part could be ordered to replace the panel in the front, and yet again, no one has called us back about that. I want it fixed asap.
  

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

• Initial Complaint

  Date:11/23/2022

  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.

  Bought a refrigerator from Dons appliance in Pittsburgh on McKnight rd. We purchased it September 2021 two months later had issues with ice maker waited two months for part. Repair man comes it’s the wrong part waited another month. Moving forward to September 2022 our fridge completely stopped working. Have had nothing but run around with scheduling appointments for service. Called numerous times to complain that our fridge is not working finally October repair guy comes oh have to order a part but you will have to wait till November 23rd for part. Repair man shows up November23rd oh now we need a new panel. What we need is a new refrigerator. I have never dealt with a business before who could care less about us not having a major appliance not working!

  Business Response

  Date: 11/25/2022

  Hello,

   

  Don's Appliances is a sales and service company. We do not manufacture appliances. The warranty and parts ETA's are not in our control.

  The unit was purchased in September and the ice maker absolutely took too long to get rectified. It was a delay in parts.

  We have parts on order and have tried replacing parts. We will work to see how fast we can get the parts in.

  I would advise the customer to call Whirlpool and try to get the unit replaced.

  The number for Whirlppol US: ###-###-####

• Initial Complaint

  Date:11/08/2022

  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.

  Bought a range at the end of September and was told I would receive a text the night before delivery. I didn’t receive a text on Monday night for delivery on Tuesday, so I contacted the company. I was told the range was on back order and I would not be receiving anything. The next morning, I received a text indicating a delivery was coming that morning. Texted the company (as they weren’t open yet) and was told that they switched my product and gave me a different range that they believed to be a better one. After multiple calls, I reached Christian, sales manager. I was told to try it out and if I didn’t like it, they would exchange. I called 20-30 times over the next weeks as I didn’t like the product they sent and I was told that they had to escalate it and someone would call back. No one called back. Weeks go by. No one called back. On October 31, I spoke with Cortney. She said she was willing to help. I asked her if I could call back after Halloween. I called Wednesday, Thursday, and Friday and she never called backed. I texted and she didn’t respond. On Friday, I was told that she said I had to make a service appointment before they would take it back. I called service, they refused to schedule me appointment. I was also told to email her. I did and she didn’t respond. The service department told me he escalated it to cortney’s boss and he would call me back Monday. No call on Monday. I texted with the company and was told it was escalated and someone (it is unknown who) would call me back at some point in time. They refused to tell me who or when. Still received no call back.

  Business Response

  Date: 11/10/2022

  To Whom it may concern:

   

  The range was ordered on 9-30 and was not in stock. I can not answer as to the miscommunication on our end.

  We offered a much upgraded unit and Mrs. ****** took possession. We tried to do the right thing.

  We try to communicate with every customer especially when they call 20-30 times. 
  
  After reviewing the account we will be picking the range up and issuing a full refund.

  Customer Answer

  Date: 11/21/2022

  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 company offered to pick up the stove and refund my money. Everything was resolved. They are supposed to pick it up tomorrow but called me today changing their mind. 
  
  
  
  They decided not to give me a check but to process a refund with my credit card. They took 26 days to process the first refund (they offered me $50 as an inconvenience) and I had to make multiple calls about it. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/12/2022

  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.

  I purchased an LG refrigerator in June 2021. August 15 we discovered that the refrigerator was not cooling. Total loss of all groceries ($400) that were just purchased the day before. I was told that it was the compressor and part will take 3 weeks to come in. A service call was scheduled and they came without the part being in and was told they need to order the memory board also. The 2nd time they came with the compressor but the memory board was never ordered. 3rd time they tried to update without memory board - still not working. 4th time service came with new memory board installed and left. I came home to find out the refrigerator is still not cooling!!! It's been 2 months without a working refrigerator and several service calls where someone would have to take off work or I would have to arrange for someone to be there. This whole thing has been a total inconvenience!! One of the selling points when they sold our appliances was that they have in house service department - a lot of good that has done!! I expect a new refrigerator at this point. I am local to Don's Appliances and will make it a point for it to be known to never purchase from there.

  Business Response

  Date: 10/27/2022

  Hello,

   

  When we replaced the compressor we could not get the board to update. After multiple service calls we have agreed to exchange the refrigerator and work with LG on our end.

   

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4-9-22 bought microwave , range and whirlpool refrigerator from Dons Appliances. Was delivered 4-22-22. I bought a 5 year warranty on refrigerator. Ice maker never worked. I called several times and finally on 7-6-22 they replaced ice maker. Still no ice. On 7-28-22 a repairman came. He called Whirlpool and they said to buy ice down the street and fill the ice maker with that ice. On 7-29-22 I went to Dons Appliances Store and got no help. On 8-2, 8-3, and 8-5 I called Dons Appliances. Finally on 8-5 Jared H******* our Salesman set up an appointment and said a service man will be out on 8-31-22. On 8-31-22 the repairman came with the wrong ice maker! I called Jared H******* and said something has to be done this has been going on over 4 months. On 8-31-22 Jared sent me an email that Dons Appliances will no longer service your appliances you purchased here and will refund your service plan. They are finished with me! How can Dons Appliances sell Appliances and not be responsible for them? I will never recommend Dons Appliances to anyone! The sales men communication was terrible. They never called me I had to call them! I even offered to buy an different refrigerator and to pay the difference but they had nothing to do with that! I am stuck with a refrigerator that makes about 20 ice cubes. Jared H******* said that if the refrigerator was returned for a new one then Dons Appliances would take the money out of his paycheck! They will not exchange the refrigerator! I spent $3214.38 and this is how they treat their customers! Per email they will no longer service my appliances!

  Business Response

  Date: 09/12/2022

  To whom it may concern,

   

  Don's Appliances is a sales and service company. We do not manufacture products. If the customer wants a new refrigerator they should go through Whirlpool. The unit has a 1 year Whirlpool Warranty.

  We have refunded the customer for her waterline and extended warranty in the amount of $246.08

   

  Please find the note from our service manager.

  We had several service visits with this customer.  According to the WP tech line the ice maker is working as designed.  The customer was not happy with that response and became very verbally abusive to everyone that talked to her. 

  
  
  
  Please find the notes from the service call....
  
  7/28 (SHM)  ICE BIN ONLY FILLS HALFWAY..ARM SHUT OFF IS LONGER AND STOPPING ICE FROM BEING PRODUCED..SPOKE WITH CHRIS AT T/L SR 7734224239..WAS TOLD ON SPEAKER THAT ARM DESIGNED SPECIFICALLY TO ALLOW DOOR TO OPEN AND CLOSE EASIER AND NOT DRAG ICE OUT OF BIN TO FALL BEHIND DRAWER AND THAT CUSTOMER SHOULD GET EXTRA BIN FOR ICE OR IF WANTED MORE ICE GO BUY BAGGED ICE AND PUT IN BIN..NEEDLESS TO SAY CUSTOMER IS VERY UPSET...   (SHM,

  07/28/2022 4:02:52 PM) - CALL COMPLETE