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:04/01/2025

  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.

  Complaint # ******* dishwasher under warranty. The problem is they been out over 4 times and tell me it's ok. It's not. I requested a replacement since their not fixing it.

  Customer Answer

  Date: 04/08/2025

  S K Lavery came out again today because dishes weren't drying. He said we need to run hot water before we start dishwasher. We never had to do that before. I'm calling requesting a replacement. We paid alot of money and paid for warranty.  Worst company I ever had to deal with.

  Business Response

  Date: 04/08/2025

  The dishwasher is not under warranty.  The customer has an extended warranty, which is through a third party vendor. It is up to the vendor to decided on whether to replace the unit or not.  S K Lavery has no say in the matter.  We are truly sorry that the dishwasher is not meeting her expectations.

  Customer Answer

  Date: 04/09/2025

  If not under warranty why have they been coming out to work on it ?

  Customer Answer

  Date: 04/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  If not under warranty why have they been coming out to work on it ?
  Sincerely,
  
  **** *******

  Business Response

  Date: 04/09/2025

  We went to help them again yesterday. The machine is heating correctly. There were no error codes. The gentleman that was there was shown that it works, and he agreed.  He signed the attached work order agreeing that it is working.

• Initial Complaint

  Date:03/31/2025

  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.

  I purchased $6138.52 worth of appliances from SK LAVERY on 02/26/2022 including a $2699.00 ********** refrigerator with extended warranty. Refrigerator stopped working completely 6 weeks ago. I called Sk lavery and they sent a service person out on 2/25/25. The serviceman stated that he is not qualified to make this repair and that another company has to come out to perform it. He also stated that there are alot of problems with this model and it is a known manufacturers defect. He said he would put the order in for the other technician to come and repair. I also had to put in a claim with the extended warranty company that I had purchased. Consumer Priority Service the warranty company told me to call * ** ********* ******** *** to send a technician on 03/13/25. The serviceman that came stated that this refrigerator would need a lot of work and he would have to order parts. He additionally stated that this is a defective model that the manufacturer knows about and discontinued. After he left I called *** and asked for a itemized estimate for the repairs necessary. *** deemed the refrigerator unrepairable and offered me $1295 for a replacement. I turned down the offered after not being able to find a comparable model for under $2100. They eventually upped the offer to $1375. I called the manufacturer today 3/28/25 ********** and was told that I should get a new refrigerator but you have to get it from SK LAVERY even after I told them Sk lavery told me to call **********. I asked for the frigidaire customer service persons name and she gave me a work order #******** instead. I then called SK LAVERY again and was eventually told that I should take the warranty money from *** and they would be able to work with us regarding the price of a replacement. He also stated " don't expect us to lose money" to which I stated I just want a refrigerator. The salesman originally wrote that the warranty covers 10 years compressor and 5 years complete replacement. I have docume

  Business Response

  Date: 04/14/2025

  We called the extended warranty on the customer's behalf and they offered him enough to replace the unit that wasn't working, per his contract.  My understanding is that he accepted that offer and we have reached out to him to work with him on the purchase of a new unit.

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes I did take the third offer that was made to me by the warranty company because it was reasonable considering usage. The question is though why did it take roughly 15 calls and 6 weeks back and fourth like a ping pong ball between companies to get to this resolution?  Consumers deserve to be treated better. Especially patronizing local businesses.
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/17/2025

  Unfortunately, we do not have control over the company that provides the extended warranties and how they manage the claims.  We intervened on the customer's behalf and offered to work with him on pricing so he could get a new product with little or no out of pocket cost.  I'm sorry the customer is unhappy with the extra effort we put forth.

  Customer Answer

  Date: 04/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  We never received an offer for "little or no out of pocket money" towards a replacement. As far as the warranty, why do you sell them to consumers then if you have no control over them?  Maybe you should screen the warranties that you sell to consumers? A company that cares would. I have purchased a replacement elsewhere and am done with this complaint. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/21/2025

  I'm not sure what more there is to really say about this complaint.  I apologized, and the man got an additional $799 above what he was offered prior to us intervening. He got a new replacement unit. Seems like the problem is solved, we helped him but he doesn't want to acknowledge it.  But you want me to respond again?

• Initial Complaint

  Date:02/21/2025

  Type:Product 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 stainless steel ********* refrigerator in August 2024. When delivered I noticed a dent on the lower door. S.K. Lavery said they would replace lower door. As of this date. 2/21/25 I have not received this replacement. I placed numerous calls to the salesman, but all he could say is that the door has not been received.

  Business Response

  Date: 02/24/2025

  We have ordered a new door for the customer 3 times (9/11,10/16,12/17). We got one in but it was white. There is no way to communicate with this manufacturer to follow up on what happened to the door we ordered. We had also offered the customer a cash discount due to the dent. She refused that.  We then said we would take the door off the unit we have in the store and swap out her door, but she said no to that.  Now she said she would take a cash discount but at a higher amount than we had offered. We agreed to do so.

  Customer Answer

  Date: 02/27/2025

  
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/14/2025

  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.

  Complaint Against SK Lavery Appliance Store On 12/21/2024, our washer stopped working. We submitted a warranty claim on 12/23, and while the warranty company acknowledged it promptly, there was a lack of follow-up and communication from both the warranty company and SK Lavery. Despite selling us the warranty under the pretense that SK Lavery would stand by the warranty and manage the relationship with the warranty provider, SK Lavery refused to assist. Specifically, they: Refused to act as a liaison to ensure timely service. Provided no proactive updates, leaving us to repeatedly contact both parties for information. Failed to address health concerns caused by standing brown water in the washer, requiring my husband to remove it himself. Timeline of Events: 12/23: Claim submitted to the warranty company. 12/24: Promptly provided requested additional information. 12/26: Claim accepted; warranty company began searching for a technician. 12/27: Warranty company requested a video of the issue. By then, the washer had standing black water for a week, creating health risks. 12/27: I visited SK Lavery’s Glastonbury store; their sales and service teams blamed the warranty company and offered no help. 12/30: Repair technician scheduled for 1/3. 1/3: Technician identified a faulty pump; part ordered, expected by 1/8, and repair scheduled for 1/13. 1/13: Called SK Lavery, learned the part had not arrived, and repair delayed to 1/17. Request for Resolution: SK Lavery should be held accountable for: Failing to manage the warranty claim. Not fulfilling their responsibility as the warranty seller. Poor communication and customer care, causing undue stress and health risks.

  Business Response

  Date: 01/29/2025

  The customer purchased an extended warranty which is handled by an outside firm. They receive the claims and assign them to various service companies.  We do not have a say in how that is handled.  The customer calls the extended warranty company, and they assign it, then the service company that has been assigned begins with scheduling a time to go to the customer's home.  We got notification on December 30th (see attached paperwork date). The customer had called us and I believe due to the holidays and weekend there was a delay in us getting the assignment, but again we don't have control over that. We submitted the estimate for repair to the extended warranty company on 1/3/25. We have to wait for approval. They approved it and we ordered the part on 1/6/25.  As soon as we got the part we scheduled a time to finish the repair, which was done on 1/17/25.

  We did not refuse to act as a liaison to ensure timely service, we did reach out to the warranty company but did not get a response. It was during the holidays and places were closed.  We are sorry the customer did not think we were responsive enough, we did the best we could.  I also dispute the accusation that we did not fulfill our responsibilities as a warranty seller. We took action as soon as we could and provided the repair as soon as was possible, and in the end repaired their appliance. 

  Customer Answer

  Date: 01/29/2025

  
  Complaint: ********
  
  I am rejecting this response because the SK Lavery sold us the warranty managed by the third party. It's their responsibility to ensure customer satisfaction with the service they promoted and sold to us. 
  
  The company should agree to change their policy and disclose to customers that they do not have a relationship with the warranty company and satisfaction cannot be guaranteed.
  

  SK Lavery promotes the warranty company and bills for the service. They should be held accountable for customer satisfaction with the service. 

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

  Business Response

  Date: 01/30/2025

  We do have a relationship with the warranty company, however we cannot direct them with what to do.  We do the best we can to help customers who experience problems both with the warranty company and the manufacturers.  

• Initial Complaint

  Date:11/04/2024

  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.

  6/12/24 Purchased ********** ******* Side/Side Refrig, Stove, Dshwshr,Microwave; 7/16 Delivery, Fridge rejected for damage; 7/24 Called salesman for status of fridge; 8/7 2nd fridge delivered bins damaged but accepted and new ones ordered by salesman. After a few days saw shelves hanging and realized interior walls of fridge bowed out causing problem. Sent pics to salesman. Never received bins. Another fridge ordered.; 9/20 3rd fridge delivered, bins damaged but accepted and new bins ordered. When new bins arrived they were for freezer door not bins. salesman Reordered as of 11/1 still not received; 9/22 Found stove temp buzzer went off before actual temp reached in oven. Adjusted temp per instruction manual still did not work. Food over or underdone. Contacted ********** service directly and appt for service call; 10/8 Stove service call Problem noted and repairman agreed there was problem, adj temp, changed motherboard and said to try out and if didn't work call back. Did not work, called told to call ********** service for another repair chk. ; 10/29 Another service worker said temp not right call ********** for rep to come out; 11/1 called ********** was told no reps in ** they would contact ********** trained repair company to come out. Company called said they don't come to ** sending request back to ********** and they will contact us. Have called and visited store, talked to both salesman and manager and basically told they could and would not be able to do anything for us. We asked if we could switch brands, was told no that it already cost them to replace the 2nd fridge and the manager was very rude and condescending. Absolutely no customer service, no apology, no followup, no attempt to help.

  Business Response

  Date: 11/06/2024

  The customer says we did not help her at all.  However, we ordered her a second refrigerator and delivered it, taking away the old one at no charge on her word that it was had a problem.  When she said the bins were broken, we ordered her new ones, not even asking for pictures or any proof.  The attachment shows we ordered the bins for her.  We are not in control of the shipping of products coming from the manufacturer but did what we could to get her taken care of. We do not have these parts in our store nor do we manufacture them.

  Regarding her range, we set her up with factory service, so the company that makes the product and knows the most about it could fix it. Once the factory takes over it is up to them to solve the issue as per the warranty.

  So, it seems we are seeing things differently as she says we provided "no" customer, but I feel we have been working with her right along.

  The refrigerator bins are being shipped directly to her house.  I can have the salesperson follow up on what is taking so long.

  Customer Answer

  Date: 11/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  With due respect, several inaccuracies appear in the S. K. Lavery business response.
  The 1st refrigerator arrived with the ice and water dispenser damaged and it was the installer who said we shouldn’t accept it and we didn’t.  Called the salesman and he ordered a 2nd fridge for us. The 2nd one arrived with 2 problems,  the major one being bowed interior walls causing shelves to slide off the holders and hang down (as noted in my complaint) and this was not even mentioned in the business’ current response and was the main reason for the replacement and why it was taken away at no charge.  The second problem was the condition of the bins. We contacted the salesman with regard to both problems and sent email WITH pictures attached showing BOTH problems which is contrary to the company’s response.   We never received the replacement bins for this and not sure if they were never ordered or cancelled due to them having to order a 3rd fridge due to shelf problems.  After encountering 2 refrigerators and subsequent problems, my husband and I went to the ********* store to discuss our displeasure about the fridge with the manager as we were instructed to do by our salesperson and asked him if we could possibly exchange for a different brand or get some other compensation because we were not pleased with the quality and as stated in my original complaint,  we were told in a very rude and condescending manner by the manager, that he could do nothing for us and it was costing him money to replace the fridge(not sure why since both were defective products).  That was it, end of discussion, for customer service and satisfaction.  We left the store disappointed and frustrated. To me this is not customer service.  No one has ever called to follow up or apologize for the problems.  The 3rd fridge was delivered with damaged bins on the refrigerator side.  Again contacted the salesperson, the bins were reordered but we received freezer bins.  Contacted them again and they reordered fridge ones and finally received them last week.  
  As to the stove issue, S.K.Lavery never set up any factory service calls for the stove issue. My husband had sent an email to our salesman asking for an update on the status of the new fridge bins and mentioned that we were having issues with the stove temperature and although he didn’t ask for their help, he did mention we had service calls and was not having a good experience. When he received a response from the salesman saying the bins were ordered, there was no mention or response about the stove.  As stated in my complaint, my husband readjusted the oven temperature per the manufacturer’s instructions and the temperature was still off.  He called the service number provided in the manual to set up a service call, not anyone from S.K.Lavery, which ‘apparently is why we are seeing things differently’ as stated in their response.  We have had to do this 2 times, the first service call ended with replacing the motherboard and the technician still couldn’t get an accurate temperature so told us if it continued to call for a 2nd service call which would be a different company.  We tested for a few days and temperature was still off,  so a 2nd call was made and this technician found an issue that once it reached the desired temperature whenever it cycled it didn’t go back to the correct temp.  He advised us to call ********** again and ask for a ********** trained technician to come out and look at it.  So another call was made and we were told that there are no ********** technicians available in ***********, which leaves us with an unreliable oven to cook in and trying to find someone who can help us.  
  My feeling is that after spending close to $5000 on brand new appliances from a local business, that company should be standing by their ‘customer service’ pledge, by at least attempting to help us or at least appearing to want to help us. Instead,  in their response to my complaint, they focused on only the relatively minor issue of damaged bins and provided incorrect information while completely skipping over the fact that we received delivery in July and it is now November and still trying to get issues resolved on our own.  In that time we have had 3 refrigerators with various problems and an ongoing problem with the stove.  We chose a local small business to buy these appliances rather than a big box store because we thought they would be easier to work with if, by chance there were problems and to support small businesses.  Unfortunately the appliances did have problems and if we knew then what we know now we would never have chosen ********** or S. K. Lavery in *********.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/19/2024

  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.

  I cancelled a purchase the same day. Did not receive item. No refund was given. Several attempts to contact with no calls back.

  Business Response

  Date: 06/19/2024

  I personally called the customer back At least 3 times to get her information and no one ever answered. We don't have her credit card number so cannot give a refund without it. I told her she could give the information to her sales person, does not need to wait for accounting staff.  She has been refunded as of this date.

• Initial Complaint

  Date:06/13/2024

  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.

  I purchased a ********** Range from SK Lavery in Nov. 2022 and purchased extended warranty. SK Lavery presented the warranty would allow SK Lavery to service the appliance. I Filed a warranty claim in Feb. 2024- the claim was approved by "**********" according the the warranty Provider *** (*** ***********) NOT SkLavery. *** ******* approved the claim however they are not able to provide a Repair service provider to repair my range. ***- promises an appoint was made however No ONE shows up to repair range. ***- provide bogus number to service providers in *******. I called SK Lavery and emailed for solution. The warranty cost an additional $500 - I have copies of receipts, emails, etc. Asking for SK LAvery to provide a NEW functional gas range to replace defective range- oven doesn't work. Needs new computer.

  Business Response

  Date: 06/17/2024

  The customer purchased an extended warranty that is provided by an outside company.  The cost was $149.99, not $500 (see attached invoice).  We are one of a team of servicers that the warranty company (***) uses, but they assign the calls, we have nothing to do with it.  While I understand the customer has had a couple of problems getting to the customer to do the repair, I understand that she is currently scheduled with a local service company to provide the needed repairs.

  Customer Answer

  Date: 06/25/2024

  Good day,

  SK Lavery has not responded to my emails. The warranty company sent a repair company ****** **** to repair the range. However I received an email stating my credit card was charged. I did not authorized a charge nor should I need to pay one as I have a warranty which I was told covers the repair. SK Lavery did not respond to my email about the charge. Please see above. 

  ****** **** is scheduled to complete the repair on July 3.

  Customer Answer

  Date: 07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

   My ********** range is not working. SK Lavery appliances/warranty provider sent ****** **** to repair oven on July 3. Range tripped circuit breaker in kitchen when turned on, range tripped circuit break while just being plugged into the wall. I contacted ****** **** and SK Lavery they arranged another repair on July 11th. Same issue happened once again with stove tripped circuit breaker. Multiple outlets were tried with in the kitchen to see if the stove would trip different outlet. The range tripped multiple outlets. The repair provider suggested running an extension cord into the hallway on a plug that was not on a GFCI circuit. Federal code requires GFCI in kitchens. I contacted SK Lavery and the warranty provider . It is July 16th and I have been without a properly functioning range in my house for months. I am still waiting for a response to repair my range to work in the kitchen or replace the range with a new functioning one. 

   

  Best Regards,

   

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

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

  Business Response

  Date: 08/06/2024

  What information do you need?

   

  Business Response

  Date: 08/09/2024

  We are not involved in this issue. The customer contacted the extended warranty company and they assigned a servicer to fix the appliance.   Any problems or complaints should be directed to the servicer assigned or the extended warranty company.  Thank you.

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  Bought washer dryer from vendor which was delivered on 5/10. 5/11, contacted vendor about faulty dryer. They sent out a technician who confirmed the problem. I then requested a replacement since this is a brand new dryer with issues from first day. The salesperson I spoke to was very abrupt insisting that the dryer be repaired instead of replaced. I demanded to have a replacement or total change of brand since I do not have confidence in the product. The fact that it is needing repair means it is a manufacturer error. This is within the first day. Very disappointed and now want my full refund and removal of appliances from my residence so I can deal with a fair and reasonable vendor

  Business Response

  Date: 06/05/2024

  We are picking up both machines (despite there being nothing wrong with the washer and the customer charged back that through her card as well).  She isn't available to have the items picked up for another week.

  Customer Answer

  Date: 06/05/2024

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/16/2024

  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.

  We recently renovated our kitchen which included the sanding and refinishing of the oak floor. All furniture and appliances had to be moved out before this could be done. We ordered a new gas range and refrigerator from SK Lavery in *********** on 10/10/2023. On 10/30/2023 the new appliances were delivered. They used straps over their shoulders to carry the appliances into the kitchen. The refrigerator needed to be placed in between two sets of cabinets. We ordered an ice maker they needed to drop the refrigerator out about 3 feet from where it needed to go in order to install the ice maker. The hose hook up is on the back of the refrigerator. Once the ice maker was installed the refrigerator needed to be moved all the way into the space. At this time they did not put carrying straps on or put the refrigerator on a cloth or cardboard but pushed the appliance into place. After they left we noticed that this action had scratched the newly refinished wood floor. We contacted SK Lavery in *********** that day. I was referred to Will at the ********* Store, Will stated he would look at the pictures. Will stated he would be willing to pay for the repair of the floor. That we needed to have it done and send him a copy of the paid invoice. We had the repair done by *** ******** *** ********** in *********** The cost was $350.00 I sent Will a copy of the paid invoice on 12/09/2023. We did not hear back. I emailed will and asked him to confirm receipt of the invoice. Will did email back stating it had been received. After weeks of not hearing anything I reached out to the Vice President Renie. Renie returned my call and stated when she sees the invoice she would cut a check. I emailed her the invoice on 12/18/2023 and asked her to confirm receipt. To this day I have not heard back from anyone. Any Assistance would be appreciated.

  Business Response

  Date: 01/25/2024

  I haven't seen the receipt and am happy to reimburse once I get it.  Can you call the office and I'll give you my email address so I can maybe get it that way more directly.

• Initial Complaint

  Date:11/30/2023

  Type:Billing 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.

  We contacted SK Lavery for a repair in early September when our dishwasher stopped working due to a lightening strike (I informed them of this when I made the appointment). The technician came out 2 weeks later, spent 5 minutes at our house for a service call and we were charged over $100. The part for the dishwasher was back ordered and came in late October. The repair was scheduled for November 2. It was completed, cost almost $1000, and the dishwasher worked for a total of 5 days before we received the same alert on the panel again. We called again and they told us initially it would be another few weeks before someone could come out. We were offered $200 off the price of a new dishwasher if we wanted this in return for 2 months of waiting. They were able to get a technician out again and he claimed there was a different issue with the dishwasher, not the same problem (again, the panel error code was the same). We asked multiple times for a manger to call us back and this took several days. In the end, when he finally called, the manager stated that if this was a lightening strike, they shouldn't have attempted the repair (again, I told the receptionist this when I made the initial appointment). We wasted 2 months and almost $1000 for nothing. He again offered a discount on a new dishwasher and "maybe" some money back from the labor but were never heard from him again. We instead found a more reputable business to purchase a new dishwasher from and will never use SK Lavery again.

  Business Response

  Date: 11/30/2023

  We responded to this complaint already

  Business Response

  Date: 12/04/2023

   

  The customer contacted us requesting service, we provided a quote for repair, and they approved it.  At no time did they tell us the machine had had a lightning strike, because if they had we would have advised them not to repair it as other things may be wrong that aren't apparent.  Absent that information we ordered the parts, one of which was on backorder, and that is not in our control. It wasn't until they called back after the repair that we were made aware of the lightning strike.  We offered to get them a new machine at cost and that we could try to work with them on the repair bill, but they had already purchased another machine elsewhere.  If they had simply told us the whole story from the beginning none of this would have happened.

   

   

  Renie B****

  Vice President / Controller
  S.K. Lavery Appliance Company
  **** ****** ********* ********** **  ***** ************************* ************
  Your #1 Appliance Store

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

   

  Customer Answer

  Date: 12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:  

  SK Lavery’s receptionist WAS informed at the time I made the appointment in early September that this issue was likely due to a lightening strike.  I also let the technician know who came to give the estimate.
  

  At what point is it up to the consumer to know what type of repair can be done and what cannot?   Isn’t that up to those who repair dishwashers and can it not be determined when the dishwasher is looked at initially??   I feel this is just  an excuse on their part for their poor customer service.

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

  Business Response

  Date: 12/06/2023

  We understand your frustration.  We have no notation on any of our paperwork that there was a lightning strike, and it was only brought to our attention when the tech came back AFTER the machine failed following the replacement of the parts.  Had you not purchased a new product prior to giving us a chance to work this out with you we could have come reached a mutually agreeable solution.

  Customer Answer

  Date: 12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because a lack of notation on your paperwork or message from your technician after the initial visit is NOT a failure on my part, it’s a lack of documentation on your end.

  You don’t seem to understand the frustration as much as you claim to of having no working dishwasher for two months, dealing with your poor communication, having to call multiple times to speak to a manager and in the end, wasting $1000 for nothing but aggravation.

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