Complaints

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

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  Arva Appliances Inc.

  21593 Richmond St N Arva, ON N0M 1C0

  
• 

  Arva Appliances Inc.

  1960 Blue Heron Dr. London, ON N6H 5L9

  

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:31/08/2023

  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.

  In May 2023, we went to Arva Appliances to look at new stacked washer and dryers. We decided on ******** with *****, as the salesperson. On installation, one of the feet was missing ************** from the warehouse came out (on his own) to replace it. **************** the machines so hard that he wore the black rubber off most of the feet and scratched the hardwood floor. When **** and ******* came back to replace all 4 feet, ******* cleaned the black marks and did not do anything about the scratches. Today, I spoke to ***** and he as well as **** have given me attitude and denial... such a really bad choice for customer service. Truly disappointed!!!

  Customer Answer

  Date: 31/08/2023

  Please find the Arva Appliances Invoice paid in full and a photo of the laundry closet floor damage. Today, ***** said that he talked to the owner and that they will not do anything about it.

  Customer Answer

  Date: 31/08/2023

  Please find the Arva Appliances Invoice paid in full and a photo of the laundry closet floor damage. Today, ***** said that he talked to the owner and that they will not do anything about it.

  Business Response

  Date: 01/09/2023

  Please read our entire review response for clarity.
  Upon delivering your new washer, our delivery team noticed the front leg was not right, so they took it off and our Warehouse Manager came out and replaced it right away. There was nothing wrong with the black pads on the feet, but as you demanded that all 4 feet be replaced, we gladly ordered a set and installed them for you. At no time did you note any damage or scratches to your floor, however they did notice wear marks from your old machine when they were down on their hands and knees scrubbing your floor for you. Almost 3 months, (yes 3 months) after the delivery you contacted your Sales Associate and told him there were marks on the floor beside the washing machine, he asked for pictures which you kindly sent. However, upon looking at the pictures (examined by your Sales Associate, the delivery team, the Service team that came out to install the new feet, and Management), it was determined that the finish is worn off your flooring about 4 inches away from the washing machine, clearly caused by something else. (It is definitive that this is from your old washing machine legs, as it shows a different footprint form the new machine. You can also obviously see that the finish is worn off the floor, and has been like that for some time as you can see the discolouration and stain on the area. (A picture, you, yourself sent to the Better Business Bureau, and now have posted on Google.
  If we had caused any of those marks, we would have been happy to repair it. But obviously this is not a Damage situation.
  I see you have posted your complaint on as many review sites as possible to get your message across.
  Every time you have contacted our staff, whether it be the sales team, warehouse, or service ***** you have been extremely belligerent, and abusive to everyone you have been in contact with, and our staff has asked that they no longer have to accept your calls. Today when you spoke with your Sales Associate, you were way off the charts with your anger, you were screaming so loud that your threats could be heard through the receiver of the phone by other Staff Members. Throwing a temper tantrum and threatening our staff only makes things worse. If you behave this way in the store, you will be asked to leave. Our entire Team has been nothing but cordial and polite with you, and we ask that you do the same.

  Customer Answer

  Date: 12/09/2023

  Wow, that was the lamest response I have ever heard from any reputable company. **************** and Complaints are NOT addressed nor even acknowledged. Seriously disappointed!

  Customer Answer

  Date: 12/09/2023

  Today, reading over the dreadful response from the "company", I totally believe that this is a "HATE" inspired response. This is a company that will NOT accept that they have NOT committed any damage at all. It is a company that is trying to "cover up" for ****. We were told that **** should NOT have come out alone to do what he claimed to "fix" the problem. ***** is covering up for **** (forever what reason). Why would we ask to have such a trivial repair done? Why are we (my husband and I) told that "we" are lying by agents of Arva Appliances. Please ask these questions.
  Thank you,
  **** & ********;

  Customer Answer

  Date: 13/09/2023

   
  Complaint: 20547892
  
  I am rejecting this response because:

  Today, reading over the dreadful response from the "company", I totally believe that this is a "HATE" inspired response. This is a company that will NOT accept that they have NOT committed any damage at all. It is a company that is trying to "cover up" for ****. We were told that **** should NOT have come out alone to do what he claimed to "fix" the problem. ***** is covering up for **** (forever what reason). Why would we ask to have such a trivial repair done? Why are we (my husband and I) told that "we" are lying by agents of Arva Appliances. Please ask these questions.

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/09/2023

  There is no "HATE" in our response, we are only responding respectfully and professionally, and stating the facts. No one is accusing you of lying, and we are not covering up for any of our Employees. We are responding to your complaint stating our position. Again, as mentioned in previous responses to you, there is clear evidence by the pictures you have posted, that the marks on your floor are from wear and tear and are old marks. 

  Customer Answer

  Date: 17/09/2023

   
  Complaint: 20547892
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/08/2023

  Type:Sales and Advertising 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.

  Nov 14, 2022 - GE cooktop purchased from Arva Appliances (invoice 10801).Feb 26, 2023 - Contacted my Arva sales rep as I was experiencing problems with GE customer support regarding damage to the cooktop (over 1 month spent trying to reach GE). Arva sales rep responded immediately, advising this is something they handle, they would talk to GE and let me know. Feb 28, 2023 - spoke to J*** with ****, went over everything. He advised hed contact GE national sales manager and advise. No response received. April 13, 2023 - emailed Arva sales rep and requested update. No response received. April 20, 2023 - once again requested an update from Arva sales rep. ******** received, advising someone would contact me. No response received. April 25, 2023 - located J*** info & called. Had no idea who I was. Went through entire story again. Told again that hed contact GE National Sales Manager & advise asap. No response received. May 31, 2023 - called J*** again. He Had no idea who I was. Went through entire story again. Told again that hed contact GE National Sales Manager & advise asap. No response received. June 12, 2023 - emailed Arva - several months since **** advised theyd handle the problem and nothing had been done nor had I ever been contacted. ******** received advising the sales rep and owner of Arva appliances were working on getting my issues resolved. No response received. July 4, 2023 - requested an update from Arva July 5, 2023 - Arva sales rep advised he was contacting the ************ & would advise. No response received. Aug 7, 2023 - requested an update. No response received. Aug 12, 2023 - complaint filed with BBB.

  Business Response

  Date: 19/08/2023

  Hello,

  I have been unable to address this situation as I have been unavailable for a few weeks. My staff has asked me to deal with this directly for the consumer, now that I am back. I have not e-mailed the customer as I believe this should be handled with a personal phone call, not an e-mail so there is no misunderstanding  of the conversation.

  I called the customer starting this past Wednesday, but was having trouble connecting with their phone. Was getting a "fast busy" signal, and a couple of times the call would just disconnect. Today when I called it said I had to dial it as a long distance call, but it looks like it is a local number.

  I did get an answering system when I called today, but it did not say who I reached. I left a message with details, my name, store phone number and my cell number.

  Please reach out to me when you can. I will be away until this Wednesday but have left my cell # to call anytime.

  Respectfully

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

   

   

   

  Customer Answer

  Date: 21/08/2023

  I received a v/m from B*** on Sat, Aug 19 at 12:37pm. The message included a business and cell number I could call. There was no information indicating this person would be unavailable. I called the cell and left a voicemail on Sat Aug 19 at 6:43pm. 
  

  I cannot speak to the comments regarding a fast busy or no personalized message etc with my phone. The number, message, etc has not changed in over 15 years. I have used the phone all week, including receiving calls and voicemails. No one except B*** has reported any issue. 
  

  I understand the personalized touch and am ok with a phone call but want it followed up with an email so there is documentation. I indicated this in my email as well. 

  Customer Answer

  Date: 21/08/2023

   
  Complaint: 20461884
  
  I am rejecting this response because:

  - I was told (in writing) B*** was handling this on June 12, 2023

  - no one, including B*** ever gave any indication of a lack of availability, including in his message to me on Sat, Aug 19 at 12:37pm  

  - I returned B*** voicemail on the same day & left a message

  - my cell number has not changed in over 15 yrs. I received calls and voicemails all week with no reported issues. 
  

  - if B*** experienced issues, why not follow up in email?

  - in my returned call/message to B** on Sat Aug 19 at 6:43pm, I indicated I would like written communication following a call so there is documentation. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 22/08/2023

  As I mentioned in my response, I have been unavailable for the last 3 weeks. I considered it best to only call you and speak to you directly, however you have requested written responses only. 

  Not sure what was going on with your phone, **** at Sure-Tech also said he had a problem when he was calling you back a few weeks ago. 

  Please advise what happened when you contacted GE directly to discuss the cooktop issue, they have a record that the conversation did not go well, and you were dissatisfied with their response to you.

  I understand no one has come out to look at the cooktop to see what is causing the issue with it. (GE, the mfg'r refused to send someone to you home).

  I would be more than happy, to come out myself to see what is happening with it.

  Please advise the best way to set a mutual appointment time.

   

   

   

  Customer Answer

  Date: 22/08/2023

   
  Complaint: 20461884
  
  I am rejecting this response because:

  As I have said, according to your staff, you had all the info & were working to resolve this prior to JUNE 12 - significantly longer than being away for 3 weeks

  I have ave also said, lets have a CALL thats then followed up in writing  

  All information, including GEs response, pictures etc were sent to Arva and acknowledged as received - by **** and SureTech in FEBRUARY  

  NONE of this would be happening if a SINGLE person who said they were taking care of this, had ever contacted me. Even if the response was to apologize and say there is nothing that can be done.
  

  I am not unreasonable but I have been strung along for 7 months, being told its being handled by **** and someone would get back to me ASAP - standard response every time I called or emailed for the past 7 months  

  I have worked in customer support my entire career and Id likely lose my job if I ignored a client like this.

  Since my phone mysteriously works for everyone except Arva, and apparently Arva is now also unable to use my email address or the **** LINE number they have for me, I will call B**** cell phone everyday until I get through  

  *****

  Customer Answer

  Date: 22/08/2023

  I am rejecting this response because:
  
  As I have said, according to your staff, you had all the info & were working to resolve this prior to JUNE 12 - significantly longer than being away for 3 weeks
  
  I have ave also said, lets have a CALL thats then followed up in writing  
  
  All information, including GEs response, pictures etc were sent to Arva and acknowledged as received - by **** and SureTech in FEBRUARY  
  
  NONE of this would be happening if a SINGLE person who said they were taking care of this, had ever contacted me. Even if the response was to apologize and say there is nothing that can be done.
  
  I am not unreasonable but I have been strung along for 7 months, being told its being handled by Arva and someone would get back to me ASAP - standard response every time I called or emailed for the past 7 months  
  
  I have worked in customer support my entire career and Id likely lose my job if I ignored a client like this.
  
  Since my phone mysteriously works for everyone except ****, and apparently **** is now also unable to use my email address or the **** LINE number they have for me, I will call B**** cell phone everyday until I get through  
  
  *****

  Business Response

  Date: 22/08/2023

  I will await your call, so we can try to get this resolved for you. Bill

  Customer Answer

  Date: 23/08/2023

   
  Better Business Bureau:
  
  B***, the co-owner, and I have discussed the issue and determined next steps. Please close/mark as resolved, complaint ID ********
  
  Regards,
  *****