Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/10/2025

  Type:Billing 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 financed a ******* Refrigerator/freezer from this location in September. This product stopped working in December of 2024 and a technician came out and charged $160 cash and provided no receipt, despite a request. This product stopped working again and a technician is coming out today and charging an undisclosed amount, despite the original issue not being fixed. I went to the business to request an invoice and was not provided one.

• Initial Complaint

  Date:05/14/2024

  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.

  Dealing with this company was disastrous. Nothing but issues from the beginning. They have damaged my floor and refuse to repair it. Policy that I have signed does not warn of damage to any floors.

  Business Response

  Date: 07/15/2024

  Complaint ***********; **********************
  
  We apologize that our service has not satisfied Victorias need. We have been always
  communicating with ******** via text messages and phone calls from the beginning. ******** had
  very minor scratches on her floor and is blaming the delivery guys on those damages. Smart
  Home Appliance is not responsible for any damage made on or during the delivery service. This
  statement is numbered clearly on 2.2 on our policy. Please take this email as my respond to
  complaint ID ********.
  
  Thanks,
  ****

  Customer Answer

  Date: 07/25/2024

  This has not been resolved and I reported that I had no resolution. 

• Initial Complaint

  Date:11/08/2023

  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.

  ***** told us a return/exchange would be possible- to make a sale.The appliance was just short of an inch too large for our home. THEN we were told the policy is no returns or exchanges and we're stuck with the fridge. Upon speaking with ***** he was aware he was being recorded and again stated he had said "yes, we will return/exchange the item" I am a cancer patient. ***** is aware of it and aware I have no use of my right arm but states "I'm not taking it personally" when told the cancer patient has no refrigerator. There's no supervisor to speak to- or there is but they don't return my calls or messages. Even stopped answering my calls to reading. There's a 30day guarantee though. If we can't use the item to check 30days. ***** has no care that he took our $700, isn't keeping his RECORDED WORD TO ACCEPT THE ITEM  BACK and leaving a KNOWN DISABLED CANCER PATIENT without a refrigerator.

  Customer Answer

  Date: 11/08/2023

  After an entire day of calling the salesman, who knew and understood he was recorded stating the item could be returned- he agreed to an exchange for a higher priced item. WE had to load the old fridge, return it to store to be inspected, then purchased a more expensive fridge. The store would not let me purchase higher costing fridge then switch them out.

  We COULD have paid for delivery of new item.... after we were already there with a truck to return the old one.

  He loaded it standing up.... we had to illegally ride in the back of the truck to make sure the fridge wouldn't fall. Straps came loose numerous times.

  It's currently safely in our home... NOT WORKING! ice machine doesn't work.

  I'm not even wasting my time calling them to fix it. Their reviews are terrible so we're not the only ones to have issues with them. 

  I could have purchased one at lowes for the same price. Free delivery. Free installation. Free RELIABLE service.

  instead, they wasted my time, money, literal physical health for a broken refrigerator 

  Business Response

  Date: 11/17/2023

  Smart Home appliance policy clearly states that we are not responsible if the appliance the customer select does not fit through the customer door. The appliance will be left right at the customer door . We had communication via phone with the customer at all time in regarding this situation. Customer and Smart Home appliance agreed to make an exception and offered a replacement to the customer. The customer agreed and selected another refrigerator this time with the right measurement.    The customer was satisfied with the replacement.  

  Attached you will find the Smart home Appliance policy, Replacement sheet, Delivery Received sheet signed by the customer.  

  Business Response

  Date: 11/17/2023

  Smart Home appliance policy clearly states that we are not responsible if the appliance the customer select does not fit through the customer door. The appliance  will be left right at the customer door . We had communication via phone with the customer at all time in regarding this situation. Customer and Smart Home appliance agreed to make an exception and offered a replacement to the customer. The customer agreed and selected another refrigerator this time with the right measurement.    The customer was satisfied with the replacement.  

  Business Response

  Date: 11/17/2023

  Smart Home appliance policy clearly states that we are not responsible if the appliance the customer select does not fit through the customer door. The appliance will be left right at the customer door . We had communication via phone with the customer at all time in regarding this situation. Customer and Smart Home appliance agreed to make an exception and offered a replacement to the customer. The customer agreed and selected another refrigerator this time with the right measurement.    The customer was satisfied with the replacement.  

• Initial Complaint

  Date:09/15/2023

  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.

  I purchased a washer and dryer set for this property. I asked for delivery. The washer and dryer was delivered. The men that delivered it stated it was too heavy to take it to the second floor. The men measured the staircase width, and the width of the appliances and stated they would come back tomorrow to lift the appliances to the second floor hookup. At no point did the men state that the appliances were too big. At no point did the men refuse or acknowledge that it should not be done. The men also did not speak English well but had a translator they could talk to. On September 14 at approximately 11 AM, after waiting hours for the appliance workers to show up they proceeded to lift the appliances to the second floor. The three men stated that there may be scratches on the wall because it is tight. Upon the appliances being brought to the second floor, my sister noticed deep gouges in the wall. The workers had ripped through the brand new sheet rock, ripped off paint, dragged the appliances down brand new halls on new flooring. This resulted in thousands of dollars worth of damage to this newly renovated home. The flooring is torn which the only way to remedy it is to rip up the entire floor and replace the broken and scratched panels. The only all has been sliced open in multiple places. This is completely unacceptable. I asked for a partial refund to cover the costs of the repairs and the company has refused. They stated that they can only offer their team to come in and fix it. I am unsure if their team is even licensed. I think that a refund of $400.00 it more than fair for the amount of damage caused.

  Business Response

  Date: 10/07/2023

  Attach is the documentation we have for this situation. Appliances must be measured before purchasing to avoid any type of inconvenience in the delivery. Smart Home Appliance is not responsible of any damage made in the delivery process. Smart Home Appliance make sure there is always a receiver at the property to catch or stop any potential damage to the property. Client is responsible to measure the equipment before purchasing. Smart Home Appliance is not responsible of any damage made or occur while at the property. Communications via phone were made at all the time with the client. Smart Home Appliance were very responsive to this situation.   

  Customer Answer

  Date: 10/16/2023

  [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.  We have resolved the issue externally which was a refund for the price of supplies to fix the damage. However, Smart Appliance should not make misleading statements or omit information as done by their response. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/12/2023

  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.

  Date of Transaction - 5/3/23 Amount Paid - $400 Item Bought - Washing Machine Nature of dispute - Sold a washing machine that never worked from day one. Then replaced the washing machine with a cheaper version and that machine also did not work since day one. Both machines were broken before use. Business Resolution - They initially honored their 30 day warranty and sent out a technician to fix the first broken machine. The technician could not fix the machine nor did he seem to know how to fix the machine. They had a lesser value and older model machine on the back of the technician's truck, so they replaced the broken machine with a the older modeled machine. The older modeled machine hasn't worked since they installed it. Now, the seller won't honor the warranty even though it is still within the 30 day warranty period. They said that they can send out the technician a second time but I would have to pay for his service. They will say that I "messed with the electric wires of the machine," which I did not. Why would anyone try and fix an electrical issue of a machine when it is under warranty. The business does not seem legitimate and I'm sure they get a lot of customers that are sold a broken piece of equipment.

  Business Response

  Date: 08/02/2023

  
  The transaction day was 5/2/2023 for the amount of $350 our retail store is a refurbished store it has been tested and cleaned by smart home appliance and is guaranteed to be fully functional during the 30 days warranty. Warranties only cover mechanical failure if there is any withing 30 days. our policy states that Any attempt to fix/repair an appliance Voids The Warranty, unless performed by Smart Home Appliance Technician. Eventhouh our policy states that Smart Home Appliance only send technician for Local warranty service, withing ***** County we still provided the service as a curtesy. The client address is out of ***** County.   
  
  Customer Information:
  
  ***********************
  
  ***********************
  
  Camp Hill, PA *****

  In regarding the second Machine  that we replaced on  may 13 as an exemption was the exact brand GE was  offered and accepted by the client as a courtesy from smart Home. The second machine was tested and functional.   15 days later on May 30, the client called again stating that the second machine was not working. We reminded the client that his warranty was voided due to the first call. Please review below our documentation to this case.  On May 30 Smart Home Appliance closed this case due to repetitive complaint from the client. 
  
  In regarding our business not seem legitimate attached is a copy of our Commonwealth of Pennsylvania Department of Revenue License.  We also have excellent reviews in ******.
  
  2.3 On our policy states that Any attempt to fix/repair an appliance Voids The Warranty, unless performed by Smart Home Appliance Technician. 
  
  2.5.2 On our policy states that Smart Home Appliance only send technician for Local warranty service, withing ***** County.
  
  May 2, 2023 Purchase Day 
  
  May 13, 2023 First Complaint
  
  Client called stating that the machine was not working we sent a technician immediately on the same day.
  
   The diagnostic and result from the technician was this machine was attempted to repair because the cables/wires from the machine were not in the right order and we did not left this cables like this. We immediately informed the client about the result and  the client denied that they attempted to repair the machine.  The client was very upset and did not wanted the machine anymore. We reminded the client our policy that any attempt to fix/repair an appliance voids the warranty. The client was even more upset, we offered the client  to change the machine even though  his warranty was voided due to attempting fixing/ repairing the appliance, and the client accepted.  We explained to the client that we have made AN EXEPTION with his case but that made him aware that he was out of warranty. We were very clear with the client that the second machine was not going to be cover under warranty and that we only did this change as a courtesy. 
  
  May 30, 2023 Second Complaint
  
  On May 30, 2023 client called the store again referring that the  second machine was not working, we reminded the client that his warranty was voided.
  
  Attached is our policy and procedure, client receipt, and our internal repair sheet in the month of May which ****** is on date of May 13 and May 30 .
  
   Thanks,
  
  ****