ComplaintsforBrandsMart USA

Major Appliance Dealers

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Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
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.
On 06/29/2024 I bought a kitchen package (6)appliances.They had a promotion according to the flyer of $700.00 rebate for Brandsmart and $400.00 rebate for Samsung.I sent all the pertinent information to both and I have not received any positive results to date. 07/29/23024.I also let it be know that the seller marked me with 6 items but only 4 were rated for the price.It seems to me that I was deceived both in the Store and also by Samsung.I would like to resolve this problem in the most legal way possible.I await a response to it. Thanks ***************.
Business response
08/01/2024

In regard to BBB complaint 22062900
Thank you for the opportunity to respond to the customers complaint.
We have contacted this customer and are assisting them with this rebate.
We are currently waiting for the customer to forward us the email that they received from the rebate center so that we may take care of this issue for them.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***********************
Manager Customer Operations
********************** U.S.A
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This complaint is about a mini split unit I bought April 24th, 2022.Mini Split A/C unit with extended warranty package Well, here starts the problems, when I requested service for my A/C unit (Friedrich *************** They offered me the visit of a technician of a third party company name Team Alpha USA for Friday July 19th but they never showed up so I called them and they said that they don't service the mini split units. I didn't go to work waiting for the technician so I missed my day of work for nothing.After that I called again to the warranty company GUARDMAN and apologize and they said that they would reschedule the visit for the upcoming Monday (6 hours on the phone trying to get help), So after I hang up with ********, I call that company name ************* of America to ask them if they would take care of the A/C unit before the appointment was set and they said that they don't service A/C mini split units, so I called GUARDMAN again (2 more hours on the phone) asking for an explanation but the only answer I received was that they were going to escalate the call and I had to wait for at least 2 more days for them to get a technician.After those calls I decided to go to the store Brandsmart USA to ask for a solution because they sold me the unit and the extended warranty package but the only answer I received was "keep waiting for Guardman to call you cause we have nothing to do with it"when I went to the store Brandsmart I talk to a lady introducing herself as appliances manager named ***************************** but she refused to help me even though I explained her the case, she only said "keep waiting for that company to give a solution because there is nothing we can do"I told her that Brandsmart is good to collect my money but really bad to honor their contracts and even worst to protect their customer
Business response
08/01/2024

In regard to BBB complaint 22034425
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we were able to have the warranty company replace this unit for the customer.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a warranty for the refrigerator I purchased from BRANDSMART. My fridge is broken and I am waiting OVER 3 WEEKS to have this repaired. I am a senior citizen with medication that needs to be refrigerated and there is no one to talk to get this serviced, I am being dragged around with no end in sight. I NEED A FRIDGE, I CANNOT SURVIVE LIKE THIS ANOTHER DAY. HELP!
Business response
08/01/2024

In regard to BBB complaint 22022877
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our service management were in contact with the customer.
We have confirmed that this unit was repaired and is working up to the manufacture standards.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have called Brandsmart USA twice to repair the power Sofa Catna 64581-128319 in the receipt attached , because of the mechanism failed,and the leather discoloration . They said their warranty doesnt cover any of these and that they will send the warranty booklet, which they make you sign saying was received. I was told by salesperson the warranty covered EVERYTHING, specifically the up/down mechanism, which is what can go bad, what else would the warranty be for ? Looking for repair or replacement, if not our money back. Had been a customer for decades, cant believe they do this .
Customer response
07/21/2024
Hi, I highlighted in the receipt provided, a 5 year xtra warranty that I paid for, and it expires 11/19/2026 .
Business response
08/01/2024

In regard to BBB complaint 22021000
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, We are trying to be in contact with the customer and let her a voice mail to contact us back.
We have forwarded the customer information to the warranty ********************** as well so that they may contact her back and try to assist.
Any further questions or concerns, please direct them to my attention,

Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.
Customer response
08/11/2024

Complaint: 22021000

I am rejecting this response because:
I tried to contact ****************, but was never available. I spoke to customer service agents at ********************** and now they accepted the service call. Another company, SAW enterprises was supposed to call and they did a few days later, made an appointment for August 13th. Then Brandsmart called, a lady who now said my service wasnt approved because I mentioned also discoloration, I ***lied that their salesman had told me EVERYTHING WAS INCLUDED, Brandsmart makes you sign admitting they gave you the warranty contract,but they never do, my experience with other fridges and stoves I bought from them. I mentioned the mechanisms was bad and twisted, she ***eated the same, said I will send you the warranty and youll get the call for service and hanged up. Saw enterprises was supposed to call by Friday to verify appointment time,nobody called, so I called them ************ Saturday morning at 9:43am, the *** said I wasnt called because wasnt scheduled and they will call next week. At 12:29pm a service tech, **** ? Called to say was coming to service the unit, I wasnt home, I asked if he could make it a bit later, he said couldnt, too busy because they cut another service tech route. Its been months and in the end, they will probably invent an excuse not to service or ***lace it. Since the time they denied coverage, STILL WAITING for the warranty contract. Check with other customers about this, their salesmen lie ,say everything is included then backtrack when you call.

Sincerely,

*********************
Business response
08/27/2024

In regard to BBB complaint 2202100
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have reached out the customer again and escalate this issue to the warranty company for further assistance.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.
Customer response
09/05/2024

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. *************** called me,cleared up the misunderstanding, apologized and then replaced the unit. Thank you very much

Sincerely,

*********************
Initial Complaint
07/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Great **Company bad Mgt supervisor M.T. , for 1 person I'm giving this bad review. On June 5 the tech came to fix the washer adjusted something (no new part) put working no clothes, I had moved and apt vacant than he stopped it before leaving. Apt vacant tenants moved July 1, on July 5 day after 4 of July 8pm tenant called me washer same problem tech repair had to be the 30 day Technician fixed it. I looked at the calendar and checked how many days I couldn't believe exactly 30 days late to call Brandsmart because office close at 5 Tech had told me had warranty for 30 days. I called July 6 (see call log attached) made call below Brandsmart Repair 800 warranty 1 year *** purchased 6/ 2023 Tech came 6-5-24 said 30 days warranty, On July 6 at 12:08 Called Brandsmart explain to lady didn't get her name put me hold hung up ( 10 min call)2.July 6 12:30 *** (nice)she said it was 1 day too late, Asked for Supervisor again said would call me (15 min)July 8 **(Supervisor) never called me back so I called again 1. 11:09 spoke to ******asked to speak with ** had to tell him the story again my calls never documented, after waiting about 15 minutes he returned and told me she was in a meeting (32 minutes calls)2. 11:57 S/** asked for *29 seconds and transfer the call to another **. I had called correct ** Rating due customer service **great ** Last week called local 305 to see if could speak to supervisor M.T. ** 9:04 S/** didn't transfer call to ** to ***, will talk to **** (32 min)** called back ** after 30 days .the day has 24 hrs. Tenant found out on July 5th after hours office closed.( 16 min call)Supervisor *** should be speaking to the clients when there's a complaint that's part of being supervisor, I was one for 27 yrs. Staff waste time and client frustrated spent 75 min same issue. I wouldn't have sent complain not wasted staff time I'm entitled to repair same problem washer found out 8pm, 30 day has 24 hr . Please I need my washer repair, Tenant is very upset
Business response
07/29/2024

In regard to BBB complaint 22005465
Thank you for the opportunity to respond to the customers complaint.
Our service manager's are in contact with the customer, we have scheduled a technician to go back out to the customer so that they can re analyze the issue and try to assist.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Sofa and Loveseat and warranty which I was told covered everything including damage made by my animal. I was told that in the event of this happening they would replace it. I spoke to customer service and they advised me to reach out to corporate, and when i tried to file a complaint it took me to a social media platform then basically wouldn't accept my complaint and complete run around.
Business response
07/29/2024

In regard to BBB complaint 21998978
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and are working with the warranty company for a positive resolution.
Any further questions or concerns, please direct them to my attention.

Yours truly,
***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/15/2024
Complaint Type:
Delivery Issues
Status:
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.
Good evening, Me and my husband bought all the appliances for the house we just moved in from Brandsmart. We bought them in May 20th. They said we would be receiving it end of June/ beginning of July. Today, we received a message saying our delivery had been scheduled for tomorrow, and then they called us saying that it was a mistake and we will be receiving it middle of August!! The thing is we are remodeling the kitchen and the price of installation was already included and the kitchen company is just waiting for it to finish the kitchen. Also, we've being spending a lot of money every day ordering food because the appliances that they are postponing the deliver are the cooktop and the oven and microwave (The other ones were delivered already). I cannot be 3 months without cooking. When you go to buy something, they give you an estimate that not correspond with the truth, so they get the payments and the customer stays waiting for whenever they are actually able to deliver it. I just want/need to receive my purchase as soon as possible. Thank you.
Business response
07/20/2024

In regard to BBB complaint 21993793
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers are in contact with the customer with possible solution's for this issue.
Customer is aware that these units are on order and are willing to wait for it to arrive from Samsung.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Customer response
07/23/2024
Well, they didnt say anything different. As I said, we bought the appliances back in March and we were told we would been receiving it around May/June, and now it has been postponed for the 2nd time for middle of August. We are willing to wait because all the other options they gave us wont arrive in a month (thats what they say), and if they postpone , it will be a longer wait than for the ones we picked. So, I guess it didnt help anyways. Thank you.
Customer response
07/24/2024

Complaint: 21993793

Well, they didnt say anything different. As I said, we bought the appliances back in March and we were told we would been receiving it around May/June, and now it has been postponed for the 2nd time for middle of August. We are willing to wait because all the other options they gave us wont arrive in a month (thats what they say), and if they postpone , it will be a longer wait than for the ones we picked. So, I guess it didnt help anyways. Thank you.

Sincerely,

*********************************
Business response
08/01/2024

In regard to BBB complaint 21993793
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, unfortunately we are still waiting for ******* to ship this unit to us.
As soon as we receive the unit in stock we will contact the customer to arrange a delivery.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
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.
On June 24,2024 we purchased a Midea refrigerator from Brandsmart in *********** ga that came with a $100.00 rebate. At the time of purchase the salesman ************************* said Brandsmart would contact us via mail for the information regarding the rebate. I contacted Brandsmart today and learned there was a form to be filled out before the rebate was to be issued. We paid for Brandsmart to deliver, install, and remove the existing faulty Refrigeratot. We never received a receipt as we left the store that day and made payment over the phone via debit card the same day. We later learned the driver left our receipt assuming with our tenant.We buy a lot of appliances with Brandsmart, and for the most part always happy. We just want our $100.00 rebate. You can contact me at ************ **** **** properties ****
Business response
07/20/2024

In regard to BBB complaint 21982164
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, We have contacted the customer and was able to take care of this issue for them.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Initial Complaint
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At ******** Brandsmart, on March 30, 2024, I purchased a ******* Refrigerator RF31CG7400SR Product S/N OBXD4BCX301221F, as you can see highlighted in Exhibit A; The Product was sold as NEW, and I also got the premium protection plan;The Product was delivered and installed in my house on April 20, 2024, as you can see highlighted in Exhibit B;Between May and June 2024, I reported a door issue to Brandsmart ***************** Left door closes by itself.- See issue in Exhibit C following this link: Nevera *******.Between May and June 2024, a technician from ********* came to my house to fix the door. The door was not fixed, the technician told me to report it to *******;In June 2024, I reported it to *******, ticket # ********** On July 12, 2024, a Technician from ******* came to my house and reported to me that the Product is UNREPARABLE and the issue with the door is because there was A PHYSICAL DAMAGE BEFORE THE INSTALLATION -See *******s Technician report attached hereto as Exhibit ** The Technician showed me a silver tape put at the right bottom of the Product -BEFORE THE DELIVERY AND INSTALLATION- to repair or HIDE the damage. -See Picture attached hereto as Exhibit E-. In consequence, I WAS DECEIVED WHEN got a REPAIRED / REFURBISHED product instead of a NEW ONE. I WANT A REPLACEMENT FOR A NEW REFRIGERATOR, NOT REPAIRED NOR REFURBISHED, SAME MODEL. AS SOON AS POSSIBLE, I PAID FOR A NEW PRODUCT, NOT A RAPAIRED ONE. Thank you.
Business response
07/20/2024

In regard to BBB complaint 21981647
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, we have contacted the customer and was able to resolve the issue for them.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Customer response
08/07/2024

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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a dishwasher, dryer and refrigerator total ******* . The dishwasher was installed on Thursday the 6-27. When I used the dishwasher on Saturday 6-29 water came out the sides of front door it would not seal. Called Brandsmart they were closed on Saturday for service. Called the installer, ******, he said to send him photos and he would turn into manager and get me a new one delivered. I called to advise Brandsmart on Monday the 1st of July and advised I would not be home I was on n vacation that week to bring the new dishwasher week of July 8th. I called back July 8th got ****** who disconnected me then I called back got ****** again and explained my situation again and she got me to ****** the manager and I again explained my situation to ****** who immediately put me on hold for 18 minutes never checked on me so hung up called back and got ***** again who put me on hold then got ***** who said they have to first ensure the product is faulty before replacing and ****** would come out Thursday the 11th of July and she would confirm this date with me. Was never confirmed so called Thursday the 11th and got ******* who had no record of this and after conversation said ****** would come at end of day. The dishwasher was $396.44 with tax and the install was $137.79
Business response
07/17/2024

In regard to BBB complaint 21973957
Thank you for the opportunity to respond to the customers complaint.
We apologize for the issue, our store managers were in contact with the customer and was able to take care of this issue for them.
Any further questions or concerns, please direct them to my attention.

Yours truly,

***********************
Manager Customer Operations
********************** U.S.A.
Customer response
07/22/2024

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.
The manager, *****, handled this personally and the matter is resolved.
Thank you so much for your time and help in this resolution.

Sincerely,

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

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