ComplaintsforHoward's Appliances Inc

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I BOUGHT A RANGE AND REFRIDGERATOR FROM HOWARDS. THEY DELIVERED BOTH BUT THE RANGE WAS NOT CHANGED FROM GAS TO PROPANE AS I REQUESTED. THEY SAID THEY DID BUT I TURNED ON THE RANGE AND IT CAUGHT ON FIRE. I HAD FRIDIDAIRE OUT AND THEY SAID HOWARDS DID NOT CHANGE IT OVER TO PROPAINE. I HAVE BEEN CALLING FOR ***** AND NOBODY WILL GET BACK TO ME **** THOUGH THEY KEEP SAYING SOMEONE WILL CALL. AS THEY ARE INCOMPETENT I AND THIS RANGE WAS DAMAGED BY THE ***** I DEMAND A NEW RANGE BE DELIVERED THAT IS PROPERLY CHANGED OVER TO PROPANE.

  

  Business response

  07/23/2024

  Hello Dear Howards Customer, can you please provide the Invoice number related to the account ? 

  Customer response

  07/23/2024

  I do not keep invoices. You have always been able to look up my purchases from my phone number and or address. why is this not possible now? You even delivered it to my house - it is in your database.

  thank you

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

  714-598=5999

  

  Business response

  07/24/2024

  Hello and, Good morning, Dear customer, it is very important to keep your invoice receipt specially if you claim you have an Issue.

  I talk to **** of our Tustin store, and she responded by email that she call you and left a voice message that Howards, is replacing the range, please call her back as soon as possible to coordinate 

  Thank you 

  Customer response

  07/24/2024

  please have someone call me to set up delivery. I left a message for **** but have not heard anything yet.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased these items in November 2019 with a 5 year care protection that was to be refunded if not used. This purchase was made from Midway Home Solutions in ***********, **, but the company was sold to Howards Appliance and I was told the Care protection refund would be honored by Howards. Howards Appliance has since closed locally. I called the nearest Howards store to me in ************ and they will not honor the refund. They said my contract is not in their system and they don't offer this type of protection. I know the time for the refund is not valid until November 2024 but I have not used the warranty. I'd just like the $139.95 Care Protection Plan refunded. I have no place to take my items to even if I did need the care protection. I was promised the refund by Midway, but they are no longer in business.

  

  Business response

  05/03/2024

  Hello BBB 

  The Midway (use it or lose it warranty) was a Midway House warranty, which was only offered on Appliances, and was indicated on the Invoice. the furniture (this is what the customer is claiming)  is a 3rd party to Midway & Howards and is not offering anything back.

  I spoke to this customer before, explained to her this is only for appliances not furniture, and will indicate on the invoice the statement! use it or lose it.

  She unfortunately does not qualify for the use it or lose it.

  Rose G

  Sr Manager 

   

  Customer response

  05/03/2024

  Midway in fact DID offer this type of warranty (use it or it will be refunded) on furniture. They offered it and I accepted it as CLEARLY stated on my invoice as "CUSTOMER IS AWARE THAT 5 YR COVERS 6 CHAIRS AND DINING TABLE 5 YR FURNITURE CARE PROTECTION". When Midway informed me they were closing, they said they had a contract with Howard's that would honor all of the warranty refunds that were not used. Therefore, I am qualified for the refund. The message from this business was signed by ************ I spoke to a man regarding this issue, not Rose. And he did not explain to me that this warranty was only for appliances. Midway was a Home Solutions Store that sold furniture and appliances and offered this warranty on many items, not just appliances. I purchased many items from ****** and they were always honorable with their warranty's. Nowhere on my invoice does it indicate that this warranty is only for appliances, but clearly states it was purchased for my furniture. 

  

  Business response

  05/03/2024

  hello BBB

  Howards, cannot make decisions for Midway, specially now that the store midway is closed. 

  our decision is final 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased several major appliances form Howards, two of which were an Electrolux Washer and the matching Electrolux Dryer, purchased from Salesman *********************** at the ********** location. The washer and dryer were purchase *** 05.27.2023. order # ******** After less than eight months of light use, single adult household. The dryer began displaying an F3 Error code and has not functioned properly ever since. Electrolux has been out to the house on three separate occasion, to try and fix the issue. to date it still has not been fixed. We have asked for a replacement, we have spoken to *********************** about the isue and our concerns. We were advised that a replacement cannot be sent by Howards until after the one year warrantee has expired with Electrolux. Electrolux has not been able to fix the less htan one year old machine, we have made modifications to our home at there request, I have taken several days off of work to be home to meet their repair technician. At this point I will NEVER shop at Howard's again, nor will I purchase an Electrolux product. To say I am extremely dissatisfied puts it mildly.

  

  Business response

  03/14/2024

  Hello Mr. ********************* better assist with the issue I need the model and serial number located on the unit, not the Invoice please 

   

  Customer response

  03/14/2024

  Good Afternoon, 

  The model and Serial Number of the Dryer are 

  Model # ELFG7637AT0

  Serial # **********

  **/**

  A replacement needs to be sent immediately. 

  

  Business response

  03/15/2024

  Hello Mr. ***************************************** is working diligently with Electrolux Dealer escalation department to make sure they explore option available for you.

  Howards Appliances have a 7 day exchange policy, the exchange if approved, will be done by Electrolux.  

  Customer response

  03/18/2024

  To clarify, Howard's is okay selling defective appliances, and not standing behind their products. Leaves a lot to be desired we will not be back. This is unacceptable. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a washer from Howards with a 5 year warranty on 9/29/22. Howards is refusing to honor the warranty and keep giving us the run around. They have shared 4 warranty company information stating they have our warranty and none of them have it. We have spent countless hours and days on this and getting no where. We are asking for a replacement washer at this point. Since this washer isnt powering on and it had water when it stopped working, it now has rust inside the drum. We have a child who is allergic to rust. Howards failure to repair and honor our warranty in a timely manner caused this. We want our warranty honored and this unit replaced to its entirety PROMPTLY. We tried to file our complaint on 2/24/22 but, still haven't been able to do so.

  

  Business response

  03/07/2024

  Hello Dear Customer 

  I spoke to Epic warranty who stated that the request for assistants was already forward to their escalation Department. 

  Epic warranty will be making the decision to repair or replaced.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ** thin q gas dryer brought it home installed it at our home and turned it on and it didnt heat up so we called Howards appliances where bought vit we contacted our sales person unique ********* she said she would get us another one to replace the unit that didnt work they were going to deliver it to our house on Saturday feb 3rd that didnt happen then they were going to deliver on feb 6th my wife told *** that it was going to snow that day and *** stated that they would get it here that day and if it didnt arrive that he would refund our money for the total amount of purchase and *** also stated that he would help get rid of the dryer that didnt work we have the receipt for the dryer and the dump fee

  

  Business response

  03/06/2024

  Hello Sr 

   

  Do you have anything in writing from ********;*****, stating that it is OK to throw away a new dryer? please advise
  
  Thank you 

  Customer response

  03/06/2024

   there was a verbal statements between my wife and *** stating if it was not delivered and installed in the mtns that day we were to get rid of the dryer and *** stated that we would get a refund for our inconvenience of not having a working dryer  we live in the mtns 

  

  Business response

  03/07/2024

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

  With all due respect, how do you expect a refund on the dryer return, if you dont have anything to return?
  Absolutely Not Sr. **** was a live product with a price of $500.00 if you got rid of it and you dont have anything to return, how do you expect a return?
  The only way that Howards can refund you is to bring the Dryer you wish to return, as soon as you do we will be glad to refund your money.
  Please be advised if you dont have anything in writing from ***************** stating that it is ok to dispose of the new dryer, then Howards cannot assist you.
  
  Thank you 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a number of kitchen appliances, including a refrigerator. The salesman tried to sell me a $400 extended warranty for the refrigerator which I told him I was not interested in, as that was about 15% of the purchase price which seemed excessive. I was not going to purchase such an expensive warranty, but he told me if I didn't use the warranty, I would receive 50% of the warranty price back. According to this representation, I purchased the 5 year warranty.Fast forward, the warranty recently expired. I called to receive 50% of the warranty price back and was told that I only had 30 days from the expiration of the warranty window to receive the 50% back. At no point in time did the Howards salesperson inform me that there was a limited window within which I would have to claim the 50% back. None of the documents provided to me have any such limitation in it. Furthermore, the unwritten and unspoken policy is ridiculous - you have only 30 days to claim the 50% back for a policy that lasted ***** days? Howards knows that most people will not seek to claim the 50% back within 30 days of the expiration of the 5 year policy and this represents a deceptive business practice.

  

  Business response

  03/01/2024

  Hello Mr. *********************************** New Leaf warranty is a 3rd party to Howard's, New leaf had a promotion (not Howards) the promotion New Leaf had was to offer the customers to purchase a New Leaf Warranty as an incentive, the incentive was, if the customer purchases a New Leaf warranty, and the warranty was never used New Leaf would refund the customer 50% of the warranty purchase for the specific  appliance with a Howards Gift Certificate (no cash) and yes to my understanding per new Leaf T&C you only have 30 days after expires to claim the Howards ** (no cash) 

  if you have question regarding the ** promotion you will need to contact ** directly and request information on the ** terms & conditions 

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/23/2024, I contacted Howard's Appliances, **** to obtain service on a major appliance currently covered by a five-year extended warranty. I followed Howard's prompts via their automated phone system. Their system ultimately connected me with their third-party, "New Leaf." I first spoke with ****** at New Leaf who instructed me to send them the attachments that are also attached to this complaint, which includes: Sales order, sales receipt and extended service plan to arrange for the service call/repair. I received a call from the office of *****************************, Client Services Manager, New Leaf, stating they are not contracted to service my appliance and to contact Howard's Appliance. On this same date, I contacted Howard's ***************** however, their option 5 for Customer ********************** Representative AND option 0 for Operator, were both invalid options and disconnected my calls. Howard's phone system DOES NOT allow you to speak with anyone, unless you know their 4-digit extension or name! In addition to the attached appliance, I have three others purchased after this one - all have a current five-year extended warranty. These appliances were purchased at Midway Solutions who was purchased by Howard's Appliances and took responsibility of such warranties. In addition, I want to know Howard's third-party direct contact information, so I do not have to go through this again.

  

  Business response

  03/04/2024

  Hello Dear Customer 

  We apology for the inconvenience, the Midway store closed 4 years ago, If you need assistants with the warranty, please sent an email to **********************************************************

  an Agen will be able to assist with your request.

  Please remember to add your phone number related to the account and Invoice number. 

  meanwhile I will forward your email to the warranty department.

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased ** refrigerator model # LMXS28596S on 5/2/2020 from ********************* as well as the 5 year appliance extended warranty. Howards took over Midway and the service contract for the purchase. Howards closed unexpectedly and now I can't contact anyone to use the warranty service for my fridge that is not working properly. The sales order/customer #******* Purchase Date: 5/2/20 Delivery Date: 5/5/20 Total purchase with extended warranty: $2,0.18

  

  Business response

  02/23/2024

  Hello Dear Howards Customer 

  this is the ********************** warranty escalation department, Yes indeed we took over ********** store, however, ********** store leadership was suppose to transfer all the warranties to ** and they didn't 

  we now exiting our contract with Midway, but we will TakeCare of your warranty, you will receive a call from the technician to schedule service.

  please be advise if you need to contact the Howard's warranty department, please emailed ********************************************************* 

  Thank you.

  Customer response

  02/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new ************** wall oven (model GCWG2438AF) from Howard's on 11/26/2023 for $2,225.48 (sales order ********). The unit was back ordered and installed on 12/18/2024. We discovered 1/2 hour after installation that the gas regulator shield (part number **********) had not been installed. This is a safety issue as the shield protects the gas regulator from damage. We called the installers 30 minutes after they left, and they claimed they didn't have the part. This was untrue as I could hear them on their cell phone and they were still driving the truck, they simply didn't want to bother checking and coming back. This was in line with the way they tried to complete the installation as fast as humanly possible and get out. They said they would have their managers take care of getting a replacement. We never heard anything from the installation group about our part.Since then we have made repeated calls to the Howard's shop where we made our purchase. We have spoken numerous times to salesman and even sent photographs of the missing shield showing the exposed regulator. This has been going on for over a month and we have had no response, just promises to "get back to us."This situation is completely unacceptable and cannot continue. I can only assume that Howard's salespeople have no interest in supporting their customers once they have completed a sale.

  

  Business response

  01/22/2024

  Hello Mr. ******************** talk to ******************* Store Manager who stated that he already spoke to you regarding this Issues .

  apparently you agreed to Pickup the missing part 

  Thank you 

  Customer response

  01/22/2024

   I only agreed to pick up this part AFTER my complaint to the BBB was forwarded to Howard's and the salesmen made the part available. In fact, I had to drive to the Howard's store where they removed the part from a floor model instead of shipping me a new factory replacement part WEEKS ago as they should have and promised to do. Howard's response to my complaint is in reality an attempt to escape any responsibility for a shoddy installation and a complete lack of accountability for their customer support. I would like an apology, not just an evasion.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new washer and dryer from the business in early June 2023. The size of the laundry closet requires that the two be stacked. However, after the installation, we discovered they were not stacked properly, as not all items from the stacking kit were used. I contacted the store about the issue, they arranged to have installers come to the home, and when they did, they were able to confirm that the dryer was not stacked on top of the washer correctly. The installers said they would have to return in a few days with the stacking kit to correct the issue. However, it has been about four weeks, and no one has followed up with me about this. I have not been able to reach the sales representative and she will not return my calls, and anyone else I talk to at the store defers to this sales representative that sold us the appliances.

  

  Business response

  12/11/2023

  Hello ****

  I regret that we provided you with bad service and a poor customer experience it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.

  You should receive a call back within 24/48 hours from the store manager to schedule a Final recheck and fixed the issue. 

  I had a conversation with ***** the store manager and ******* the Stores president, to make this gets resolved asap. 

  I am very sorry for inconvenience; I will be sending you as a token of our appreciation a Howards GC to the address on file.  

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

  Customer response

  12/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Howard's sent installers to my home on 12/13/23 to correct/complete the installation, although I had to convince the installers that the work was necessary. I consider the complaint to be resolved and will wait to see if the business delivers the on the promise of the gift card.
  
  Regards,
  
  *******************
  
   
  

*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. ↩