ComplaintsforUrner's, Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted a warranty claim approximately 7 weeks ago for our new homes master bathroom where a single drawer is missing. Urners came out on 3 separate occasions and each time measured and re-ordered the missing drawer greatly inconviencing my daily work routine on each occasion. I have been in contact with *********, the individual in charge of ordering parts, the entirety of the time I have been trying to have this warranty claim fulfilled and resolved. The best she seems to be able to do is deflect the issue by stating each time that the problem will be resolved and the correct measurement and drawer will be delivered and installed. I paid for a product and was sold on a lie three times that it would be resolved with major inconvenience. The company did everything they could to furnish the home but isnt doing enough with the warranty claim. They need to be held accountable and a solution needs to happen.

  

  Business response

  06/24/2024

  This repair was completed by our cabinet installer on June 20th. 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  If you write a negative post on ******** Urners will delete the post and block you from seeing their ******** page. We bought a Maytag washer and dryer from *******. The salesperson told us that it was one of the best and that it was better than the front load washer. The washer and dryer are not the best, they are the worst. Now even Urners is telling us that this machine is absolutely the cheapest Maytag has to offer. Now we have this person saying that this is the cheapest and the salesperson telling us it is one of the best. We have tried many times to get ******* to help us, but they refuse saying they are not responsible after the sale. If we want anything done, we must go to the manufacturer. We have had a repair company here, they replaced the main control board, on the washer. After 4 times of being here to look at this machine the tech told us that this washer is the worst on the market. We did offer Urners these pictures and videos but, Urners refused to look at the ************** 19 videos.

  

  Business response

  02/27/2024

  The Maytag washer that ************** purchased is very popular and dependable, which is contrary to *************************** BBB complaint. It is the least expensive Maytag washer we carry but  the design, quality, and major components are identical to many of the more expensive models. ************** complained about the way the auto-rinse cycle performs on his Maytag washer. The factory authorized service provider, Appliance Repair Specialists, went to his home on several occasions to check if this was due to a malfunction but found it to be working according to factory design/specifications. The service company even replaced the main control board to make sure the machine and auto-rinse cycle was working correctly, and it was. There are several other rinse options on the washer that will give him satisfactory results, but ************** is not content using them. Being dissatisfied with the engineering and performance of his washer's auto-rinse cycle, he chose to communicate his dislike by posting negative reviews about *******, along with photos, on several of ******* ******** posts which we deleted. We don't control what he posts on his own ******** timeline to his own friends, but he is not welcome or authorized to post disparaging remarks or our ******** posts. If ************** requires any further assistance related to the performance or factory warranty of his Maytag washer; he will need to be scheduled it online through whirlpoolfactoryservice.com/schedule-service/

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February of this year 2023, I purchased a fridge (model number HVD28BYNCFS and serial number ********* from ******* in *********** **. Fast forward to August of 2023 and there are parts already malfunctioning on this new fridge. A 3rd party repair company was sent out on the 17th to address the issues at hand. *************** returned the following week on the 25th with a part that was apparently not the correct one, but said that it shouldn't be an issue to return early the next week or at least he would call with and update. This week on the 29th after not receiving any sort of update from the third party repair company, I called in and they stated that one of the parts would be in by Friday the 1st of September but apparently another part called the user interface (part number *********** was also needed and it happens to be on back order until October 16th. Both of these parts are having to come directly from the manufacturer who is G&E. I was advised but the third party repair company to open a case to expedite the issue with them and that this is all that could be done. I have attached the email with the case information on **************** for what its worth but Urners is refusing to do anything for me after going down in person and requesting a fridge swap so that I don't have to wait another month and a half for my fridge to be repaired.

  

  Business response

  09/06/2023

  Our records show the refrigerator ice & water dispenser is not functioning correctly, but the refrigerator is still cooling and the ice maker is working properly. Since this refrigerator was not defective upon initial delivery, the only current option Urners has is to follow the manufactures' 1-year limited warranty guidelines which is noted in their policy as well as ours. If the manufacturer is unable to repair this product within a reasonable period of time, in accordance with their warranty, then its up to them to authorize an exchange for this customer, not *******. If **************** would like to contact GE Consumer Relations ***************) for possibly a different response, he is welcome to do so as well. ******* regrets the inconvenience and related costs associated with enviable appliance repairs, but ******* remains committed to expediting the process whenever possible. 

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator July 2021, 2 years ago exactly. When I purchased the refrigerator it came with a 5 year warranty and I purchased an extended 10 year warranty. In May 2023 my freezer and ice makers stopped working. I contacted the extended warranty company they sent someone out, attempted to replace 2 parts and informed me my freezer and ice maker were fixed. So I went bought all new groceries thinking my freezer works, to wake up in the morning and everything in my freezer was melted. I then again contacted the extended warranty company and let them know that both my ice maker and freezer were not working still. So they send someone out again. I am then informed two more things were going to be repaired and i would receive a phone call when the pieces have arrived. 2-3 weeks go by, I hear nothing. I then call the appliance repair company and the warranty company and am told neither of them have communicated with each other. The warranty company has not received any response from when they came out the 2nd time and the appliance company tells me they sent a request for approval to order the parts but have not had a response. So i call the warranty company again speak to a supervisor and am told they would escalate it. Another 1-2 weeks go by nothing, so i then call the appliance repair company again and am told they still have not received the approval. So i then file a BBB complaint against the warranty company and receive a call back the next day. I am told they will refund me the amount I paid for the refrigerator but not the tax, shipping or installment fees I paid. I do not feel it is fair I have to pay the tax, shipping and installment fee again because the refrigerator broke. I did not break it, its not my fault so why am I again having to pay money for something that should have lasted a lot longer then 2 years. I will be filing a smalls claim lawsuit tomorrow also.

  

  Business response

  07/07/2023

  It is regrettable that this customer's refrigerator has had multiple repairs and still not functioning properly. Under the terms of the service contract, the service contract provider is offering a refund to the customer in the amount of the original purchase price of the refrigerator. This amount offered to customer does not include the sales tax and delivery/installation charges. ******* service representatives have been authorized to refund the sales tax paid on the original refrigerator, upon the purchase of a new replacement refrigerator.  

  Customer response

  07/07/2023

   I am rejecting this response because:
  I appreciate the sales tax being refunded, but I also feel that the delivery fee should be waived and that there should be some kind of percent discount off of the new replacement that I am now having to purchase. The warranty company wanted to replace the refrigerator, they didnt understand why urners wasnt replacing the refrigerator. They had called to speak to urners about why they werent replacing it and ended up calling me back, saying they were going to now issue a cash payout after talking to urners. I wasnt trying to buy a new refrigerator I was just wanting the one I have replaced. *** waited a month and a half already that means a month and a half without an icemaker and freezer. I have children I have to cook for every day and have not been able to do such. This has been a very big inconvenience for me. The refrigerator is barely 2 years old. I would except the sales tax being waived if the delivery fee also is being waived and then I could also get a percent off of the new purchase. This is not my fault I did not cause the refrigerator to stop working but Im the one that has to continue suffering.

  
  

  

  Business response

  08/10/2023

  Unfortunately, customer had filed a small claims lawsuit against *******. Therefore, ******* will no longer communicate with the BBB about this customer or their claim. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a THOR range from Urner's and it ha not operated properly since it was installed. We have contacted Urner's and THOR several times and the condition has not been rectified. One of the front burners do not operate properly. It will ignite sometimes and other times it will not! Sometimes I have to light the back burner, and hit the front burner with the pot in order for it to light up. It leaks the smell of gas when trying to light the burner. I have had the licensed contractor come out 3 times to check to make sure the installation is appropriate, and it is installed professionally. I had Pacific Gas & Electric Company come out March 30, 2023, and they smelled gas as well. I have reported these dangerous conditions to both companies and I have not heard from THOR or Urner's since an email was was sent April 13, 2023. I have disabled clients living in the home that would not be able to ambulate out safely if there was a fire or explosion. ******, with THOR advised me not to use the stove until it is repaired. This is my home with regional center disabled clients living here with limited access to Daily Living faculties! The Case Number opened by THOR is ***************.

  

  Business response

  04/26/2023

  Urner's regrets any inconvenience caused by this reported problem with customers' range. This range was purchased from Urner's on 6/21/22, dropped off, and finalized on 6/23/22.The range was installed by customer or someone other than Urner's sometime thereafter. Before this complaint from BBB was reviewed on Monday 4/24/23, Urner's shows no prior record or emails from customer about this problem as stated in complaint. Our Customer Service Manager ***** ****, contacted Thor on Tuesday 4/25/22 and was given a copy of the their service request email correspondence with Bobby Rufus dating back to 3/31/23. According the a 4/25/23 sent to customer, Thor assigned this warranty service request to OnPoint Waranty Solutions, a 3rd party service provider to handle the repair. We have requested to be updated from Thor as to the progress of this repair.   

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator from Urners plus extended warranty at the time of purchase. The unit needs to be repaired and multiple requests to get it fixed by Urners and the warranty company have been met with negative results and/or unreturned voicemails and emails.

  

  Business response

  12/29/2022

  There have been several completed repairs on this built-in refrigerator, once on 5/20/19 for a drawer rail and once again on 2/5/21 to replace two defective modules. Both repairs were completed by Applinace Repair Specialists (ARS), the authorized servcer. Both repairs were done under their warranty coverage. The last time ARS received an authorization was May 2022 but the customer refused service. There are no records of other uncompleted repairs. It is our understanding that this request was for a water filter replacement which is not covered under either the factory warranty or the extended warranty. We are currently trying to contact the customer for clarification about the nature of this complaint. 

  

  Business response

  01/27/2023

  This refrigerator repair was completed on Wednesday morning 1/25/23 at 9:59am by Applinace Repair Specialists.  

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 186***80, and find that this resolution is satisfactory to me.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My mom found a refrigerator online that she liked. We went down there and purchased it. A week later they r saying it's discontinued and wanting her to upgrade. My complaint is the fact it's still listed on their web site that they have it in stock. I have a picture of it. My resolution is for them to remove it from their website so it's not an inconvenience to others. My mom did get her money back. But they are advertising something they do not have.

  

  Business response

  05/31/2022

  There are items on our website that are posssiby discontinued or not immediatly available at the time of purchase. This is no different than other retailers in the home furnishings industry. The products displayed on our site are administered for hundreds of independent retailers nationwide by a third party company with infromation provided by the manufacturers so we don't always know a product has been discontinued until the data feed is updated by the manufacturer. We regret any inconvnience this may have caused and we've remover the item permanently from our website. 

*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. ↩