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:03/24/2025

  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.

  I bought a ** refrigerator from Rosners with an extended warranty. I purchased it in Oct 2021 with delivery on 4/25/2022. I havent had water or ice in over a year. I have call the warranty company several times in the last year and a half. Theyve sent a repairman at least 7 times. The last two times the repairman deemed the refrigerator unrepairable and still the warranty company has done nothing. I spoke to ***** at Rosners but he was very nasty to me and said I just need to replace the filter which was done several times and still no water or ice! I am so frustrated by now. I am trying to get resolution. I was hoping the BBB could help me.

  

  Business Response

  Date: 04/07/2025

  Mrs. ******* has had some issues with the ice maker in her fridge while covered under the extended warranty.. Most recently, she had the following service call scheduled that was never completed due to no one being home.  She is still fully covered under the warranty and the service call can definately be scheduled through the service provider.  All she has to do is call the provider. Masco.  Once they come out and provide a diagnosis, we can follow up on the call.  

  MASCO APPLIANCE SERVICE INC
  ***************************************************************************,

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

   

  Here's the open claim on file. 
  S&P
  GCM
  Service *************************** plans
  ADMIN
  Sign out
  
  My Claims Back
  GE REFRIGERATOR
  See the status of all your claims, all in one place.
  
  Service Plan #
  BA16814
  Service Plan Type
  Repair 
  Claim #
  OYZ97
  Service Center
  MASCO APPLIANCE SERVICE INC
  Product Type
  GE REFRIGERATOR
  Reason for Claim
  Rework- Dispensing Issue (Water and/or Ice) Not Making Ice
  Payment Status
  Auth
  Claim Filed On
  03/24/2025

• Initial Complaint

  Date:08/08/2024

  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.

  I purchased a GE washer and dryer on 7/2/24 for $1,374.84 from Rosner's Appliances. I was told the dryer would be in stock in 2 weeks. My washer was delivered and installed on 7/11/24. However, the control panel was not aligned properly nor was the right side of the machine, which caused a loud squeaking sound every time you leaned into the machine or touched the right side. I immediately called Rosner's and instead of sending me a new, non-defective washer, they said GE requires it be repaired. I had 3 appointments with GE repairs and they were not able to repair it. It has now been a month and I still do not have confirmation from Rosner's (or GE) on delivery of a new, non-defective washing machine despite numerous calls with my salesperson and the Manager. I paid for a new washer and dryer set and I should receive such without any defects!

  

  Business Response

  Date: 08/09/2024

  Rosners is exchanging the unit Tuesday 8/13/2024

• Initial Complaint

  Date:06/25/2024

  Type:Order 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.

  Paid for a 5 year warranty on April 4, 2024. I never received the contact to view it. Wad told by ***** I would get within 2 weeks. I still do not have it. The manufacturer Bosch covers it for 1 year so it is not a 5 year warranty. The dishwasher has had 4 service calls. ****** employees lied by not mailing me the contract after saying she would print it and mail 3 weeks ago. I called Boschs warranty company and after giving them the serial number they said this dishwasher is ineligible for an extended warranty.

  

  Business Response

  Date: 06/25/2024

  Rosners has been trying to resolve an isssue with ******************* regarding her Bosch dishwasher since 4/25/24.  At no time did ******************* express a concern regarding her extended warranty contract.  Attached is a copy of the contract which has been in place since the day of her delivery in April.  If ******************* had communicated that she didnt have her warranty paperwork, we could have sent this to her immediately, as we are doing today. We are unable to issue a refund to *******************, as requested, because she has initiated a credit card chargeback with AMEX and they have revesrsed the entire payment for the dishwasher and warranty.  We have no money to refund.  The only concern that that was expressed to Rosners was she felt that the dishwasher did not dry her dishes.  We sent Bosch factory technicians out to her home on 2 occasions and they found the unit working as normal.  Despite the findings by the Bosch technicians, Rosners offered to exchange the unit for something else.  ******************* refused and then instituted the chargeback with Amex.  We attempted to contact her again on Monday to resolve.  She said she would only speak with Amex or her lawyer.  We will again attempt to reach out to ******************* today for a resolution.   We have already emailed ******************* the warranty documents to her email that was provided.  

• Initial Complaint

  Date:03/29/2024

  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.

  My GE fridge purchased at Rosners in 2020 stopped cooling, 2/2/24. I contacted ****** I have a home appliance plan.was scheduled for an appointment 2/10/24. The tech said, sealed system fridge, purchased for $9000 at Rosners & never broken before had been tapped. Meaning pierced which doesnt allow them to touch it. He suggested calling GE, said all sealed systems are a warranty 5 yr. GEs tech came few days later & said the same. The valves placed no one has touched the fridge voided warranty, they couldnt touch. I called ****** came back & did the same again. Saying I needed to contact the store I bought it from. I pulled receipt & remembered I purchased a 5 yr warranty at rosners for $500. I called Rosners who said call the warranty ***** I did. 5 days & guess what, rosners warranty uses ****** ***** again. He said, call Rosners again & demand new fridge or fix it. Unfortunate ***** being contractors for Rosners warranty couldnt do anything. I called rosners again, ***** called back. She told me shed talk to her boss & call, she didnt. I called 2 days later, she hadnt talked to her boss & hung up on me. Hanging up reflects the ************** of people theyre hiring to represent. I called back requested manager, they refused to connect me, but put ***** on a salesman. He couldnt call GE but would wait till wed. (4 days) ******* came in store. He said he would call back. No call back by ********************** called & said GE doesnt have a 5yr warranty on any systems (this isnt true). ***** said that GE cant do anything. Im not a fridge tech. I have no fridge over 7 wks & no one takes accountability. I was sold a used or pierced fridge for $9000 plus $500 warranty. Hang *** poorly reflect Rosners. Rosners needs to fix this. I want my warranty money back since, warranty is fake. Look on BBB this is a common complaint for Rosners. No one wants association w/ poor customer service, used or damaged products, hang *** & fake warranty.i emailed many times.

  

  Business Response

  Date: 04/04/2024

  ***************** purchased a GE fridge from Rosners on 12/10/2020.  The unit was delivered and installed by Rosners on 12/19/2020.  The fridge has a 2 year manufacturers warranty provided by GE which includes 5 year coverage on the sealed system. (compressor and evaporator)  Rosners did not hear anything from **** ****** until 3/2024.  Below are the system notes from the servicer (s) that went on service calls in February 2024 notating the situation.

  2024-02-16 10:32:20 DGUTIERREZ GEN ** FOC AXEL CUST HUSBAND CALLED ********** P: NOT COOLINIG OR FREEZING - DOES NOT RECALL EXACT TIME ISSUE STARTED - THERE ARESOME PIECES LIKE PIPES ARE FROZEN T: TURNED ON AND OFF, WHAT MIGHT BE CAUSING THE TEMPERATURE ISSUE WITH THE APPLIANCE? NONE OF THE ABOVE - NO MAKING NOISE - R: CLAIM APPROVED MD: PSB48YSNSS SN:MR033224 TS: 64445

  2024-02-16 15:31:51 SYSTEM GEN CLAIM DISPATCHED TO A & E FACTORY SERVICE LLC. - A15175A **************** - AN77350MLM29 SCHDATE: 02/20/2024 SCHTIME: 8-17

  REC CALL FROM ******************** 2-16 MODEL: PSB48YSNSS 2-16 SERIAL: ************* PHYSICAL DAMAGE OR ABUSE:**** WAS ***PED REFRIGERANT ADDED 2-16 CUSTOMER STATED NO ONE HAS WORKED ON **** 2-16 COMPLAINT:**** IS NOT COOLING PROPERLY 2-******* DIAGS:FOUND SOMEONE PUT 4 ***S ON **** ADDED REFRIGERANT,AND 2-16 CONTAMINATED R600 THE SYSTEM LOW SIDE LINE IS COMPLETELY FROZEN 2-16 HISTORY: SEAR WAS DISPATCHED AND FOUND **** WAS ***PED INFORMED 2-16 CUSTOMER TO CALL GE, GE DETERMINDED THE *** AND DECLINED THE 2-16 REPAIR 2-16 THEN CALL CTR AND ***** WAS DISPATCHED TECH TOOK PHOTO'S COPPER 2-16 LINES IN PHOTO'S ARE THE ***S ADDED 2-16 REQUESTED AMOUNT: 2-16 LOL=FV 2-16 LOL = ******** 2-16

  CALLED GE S/W ****** 2-******* WAS OUT ON 2/16/2024 2-21 **** IS CONTAMINATED BY PREVIOUS SERVICE PROVIDER WHICH VOIDED THE2-21 GE MFG WARRANTY 2-21 CTR DISPATCH A&E ON 2/16 2-21 EMAIL UPDATED SENT TO ********** 2-21

  2024-03-05 14:15:42 APALACIOSC INQ HELLO TEAM, CAN YOU PLEASE SEND THE PICTURES OF THE **** CONTAMINATED TO THE DEALER? DEALER REP, PROVIDED HER EMAIL, THANK YOU! *********************************** Claims Inquiry Opened
  18 2024-03-05 14:15:39 APALACIOSC GEN ** FOC: ******, DEALER P: DEALER CALLED TO REQUEST THE PICTURES ABOUT THE **** CONTAMINATED, READ PREV NOTES. ********* SENT INQ TO CLAIMS TO SEND THE PICTURES OF THE **** CONTAMINATED TO DEALER

  PTE*** CAN SEE 3 ***S ON THE REFRIGERANT LINES AS ELL AS A FROZEN LINE . GE STATING PREVIOUS SERVICER CONTAMINATED LINES APPEARS TO BE ACCURATE THESE ***S. WRONG REFRIGERANT BEING ADDED CONTAMINATED THE SYSTEM AND CAUSED THIS TO FAIL. ***

  REC EMAIL FROM A&E: THE SYSTEM WAS *** PREVIOUSLY AND INCORRECT FREON WAS ADDED// SOMEONE ***PED 3 OR 4 TIMES IN DIFFERENT LOCATIONS I SENT PICTURES TO CENTRICITY AND EVEN GE WON'T WORK ON **** DUE TO SYSTEM GOT CONTAMINATED.

  REVIEWD WITH UPPER MNGMNT, CLAIM IS DENIED. ACCORDING TO OUR TECHNICIANS' FINDINGS, SEALED SYSTEM WAS *** AND CONTAMINATED BY SOMEONE BEFORE WE WENT OUT TO MAKE THE ASSESSMENT, DLR COULD TRY TO ARRANGE A MANUFACTURER CONCESSION WITH GE DIRECTLY DUE TO THE MANUFACTURER'S SEALED SYSTEM COVERAGE HOWEVER SINCE IS UNKNOWN WHO PERFORMED THE PREVIOUS REPAIR IT COULD VOID THE WARRANTY. SENT UPDATES TO DLR AND CSAM VIA EMAIL.

  As you can see from the notes.  The unit was found by multiple servicers to have had the compressor lines tapped.  Once the customer informed ********************** of the issue, our service personnel contacted Ge on the customer behalf to look into the issue.  Ge's technicians also found the unit to have been tampered with, and the sealed system contaminated.  No warranty will cover a unit that has been tampered with. 

  Rosners purchased and was delivered this unit directly from Ge in November of 2020. It was a brand new unit.   It was never in anyone elses home, nor is there any record with Rosners or GE that the unit was previously serviced. 

  Rosners does not do any service internally and was not involved or contacted by any service company regarding  these independent assessments.  Rosners does not hold the warranty for this unit. The current warranty holders have refused service due to the unit being tampered with sometime since 12/19/2020, when Rosners was not in possession of the fridge. 

   

   

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21502813
  
  I am rejecting this response because:

  No one had ever seen the fridge to have placed taps so this is a completely false statement. Rosners was not helpful at all with any communication and ultimately GE did replace what wasnt working. However, at this point my request is to be refunded the warranty payment of $500 because Rosners did not hold to their warranty and the only way the taps could have been placed is if you sold me a unit with them no one else has ever seen the fridge. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/09/2024

  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.

  I ordered an appliance from Rosner's and paid extra for a 5 year warranty. Within weeks the machine was not working properly and I informed Rosners. They had a service repair man come to the house multiple times, each time ordering multiple parts and machine was still not repaired. After multiple attempts and multiple pieces being ordered to fix the machine, it was to no avail. I requested either a refund or credit to order a new machine because the one i received was a lemon. If it didnt work properly after only a couple of months and required multiple replacement parts and was still not functioning correctly, it was obviously a damaged machine before it ever reached my house. I complained profusely but Rosner's made no effort to resolve the problem and simply kept saying we'll try and have the machine fixed knowing this was not a possibility.

  

  Business Response

  Date: 02/09/2024

  Rosners delivered and installed ****************** GE dryer on 8/3/2023.  (see attached delivery receipt)  ************** contacted the store on 11/26/23 stating that he observed a small amount of water under the dryer.  Rosners set up a service call with GE *************** and GE found an issue with the vent and duct which was addressed.  On 12/20 ************** contacted Rosners again, stating the same issue was occuring.  Rosners set up another appointment with GE *************** for 1/2/24.  GE factory service completed the call and per their notes deterninmed that the unit needed a water valve and tube.  Those parts were ordered, a follow up call was scheduled and per GE factory service notes the unit was repaired and working as designed.  As noted in the attached condition of sale policy that was provided to the customer at the point of sale and on the day of delivery,  Rosners does not warranty the product, GE is the exclusive warranty holder for the product up to 1 year after delivery. ************** also purchased an extended warranty that provides coverage on the unit in years 2-5 for mechanical and electrical failure after the manufactures warranty expires.  No issues were reported to Rosners until 115 days after our delivery and installation. GE, the warranty holder, completed all necessary repairs per their file on ***************   If there is an issue that cannot be repaired, then he can contact GE Consumer relations at ************ and discuss his options.  

• Initial Complaint

  Date:01/03/2024

  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 bought a 5 year warranty on our fridge from Rosners. In year 4, the fridge broke. We called Rosners who gave us the number to Epic/Centrix. on Nov 20th to make good on the warranty. Nothing but vague responses for a month, and only when WE called them. *** at Rosners said we could transfer our warranty credit to a range. He scheduled the delivery of the range.. We received a text the night before for tracking our delivery. The next day, when there was no sign of our delivery, we called Rosners. ***** said we could no longer use the warranty money. It doesnt work like that. Very shady. Lots of last minute changes. Who has the warranty money?

  Customer Answer

  Date: 01/04/2024

  *** from Rosners called and said the warranty company (Epic/Centricity) will be contacting us about how we can receive payment. In my experience with the warranty company, they have not been quick. I would not consider this resolved until we have received either an appliance or payment.

  

  Business Response

  Date: 01/04/2024

  ****************** purchased a Danby fridge and 5 year extended warranty delivered 12/21/2019.  He had an issue with the unit and Epic Protect, the extended warranty company, issued a replacement for the fridge for $924.97. We did not know that the customer had purchased a replacement fridge and paid for it out of his own pocket.  He called the store and asked to use the replacement funds to purchase another appliance.  Unfortunately, an inexperienced person answered his phone call requesting to use the money for a different unit.  Unfortunately,  this cannot be processed that way.  The credit was issued specifically for the unit that was deemed defective and replaced.  In this case, the *************  The correct way to handle the issue was to call the warranty company and explain the situation.  At that time the warranty company would have cut a check to the consumer for the amount approved for replacement or $924.97.  We have done that for the customer and a representative from the warranty company will contact **************** in the next day to 2 to process the payout.  See email confirmation below from the warranty company.  

  Rosners Customer O'Hara
  External
  Inbox
  Search for all messages with label Inbox
  Remove label Inbox from this conversation
  
  
  
  **** at Rosners Wed, Jan 3, 2:00?PM (19 hours ago)
  
  *********, This customer was issued a replacement for their ************. The customer bought another fridge while waiting for the replacement. He needs to get issued a check instead. 
  
  
  
  **** at Rosners <***********************************> 8:24?AM (1 hour ago)
  
  
  to *********, ****, *********, ***
  
  
  
  
  
  
  
  *********,  Any word on this.  We have a bad BBB complaint that I need to respond to asap.  Please confirm that a check is being cut to this customer and that he is being contacted.   Thanks
  *********************
  General Manager
  Email: ***********************************
   
  
  www.rosners.com
  
  
  
  
  
  ******************************* 8:42?AM (1 hour ago)
  
  
  to me, ****, *********, ***
  
  
  
  
  
  
  
  
  
  
  Good morning ****,
  
  I will send this over to our customer service team and ask that the authorization to Rosners be closed out and a settlement be issued to the customer instead. A member of our team will reach out to the customer and confirm how they would like to receive payment and verify customer information.
  
  Thank you, 
  
  *******************************
  
  Associate Director of Client Services

   

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21090126
  
  I will accept this response when it comes true. Still waiting to hear from the warranty company.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  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.

  On 12/24/22 we purchased 4 appliances & were eligible for a $300 rebate. Unfortunately because of supply issues the appliances were late but we were told by our salesman, ********************* that he would send in the rebate forms & we would still receive our rebate. We waited 5 months for the cooktop which ended up being too small for the opening, something Rosners should have known, we brought the manual for our existing cooktop to be sure we were purchasing the correct size. We finally cancelled that order & asked ***** to submit the rebate form which would now be for $200. We were told from day 1 not to worry about the date on the rebate form.This complaint is about dishonesty and of course it would be nice to receive the $200. We emailed ***** several *********** our ************** are going unanswered. We spoke to **** at the rebate company & were told we wouldn't have received the rebate after January 4th. We've done business w/Rosners several times over the years & may possibly again in the future. It's important to be honest and clearly this is where an employee failed. Would we like a $200 credit to our credit card? Sure. We'd also like to know that hopefully this won't happen to another family.Supporting documents include text ****************** I will upload the rebate form & the store has our original order If only our ************** had been answered this form and including the BBB wouldn't be necessary.

  

  Business Response

  Date: 06/06/2023

  We apologize for the miscommunication.  Rosners is issuing a check this week to Mrs. ********** $200 to cover the missed rebate. 

  Customer Answer

  Date: 06/06/2023

   
  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. Thank you to Rosners for doing the right thing, we appreciate it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair 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.

  Info Info 4:01?PM (14 minutes ago)to me I am a long time ******************* **** customer and have always been pleased with their service and recommended them to many other people. However, I am presently very disappointed with their followup regarding an Epic Long Term Warranty that I purchased from ************ in February, 2022 to cover the Whirlpool front load gas dryer that I also purchased at the time. ************ **** is located at *************************************************************************************** **************. I recently noticed that my dryer is not always completely drying my clothes and also does not always start properly. I called Epic Warranty on April 21, 2023 to advise them of my problem and request a service appointment. They called me back on April 24 and told me that the first appointment was not available until May 16, 2023. Flamingo Appliance Service whom I believe coordinates appointments for Epic contacted me on April 25 to confirm everything. I have been in touch with Flamingo and ************ several times to endeavor to obtain an earlier appointment to no avail. I have spoken with several ****** employees including ************************ and ********* who have told me that nothing can be done and essentially it is what it is. I have left three messages asking that *********************, an owner, please call me and he has not extended me the courtesy of a reply. I have told the ************ people that I purchased a matching Whirlpool washer and extended warranty from ********** several months ago I have noticed that their long term warranty has a three day service appointment guarantee. The ************ people have told me that is not possible. I feel that ********************* or another senior management person at ************ should call their Epic representative and insist that their customers receive expeditious service that they paid for ( I think that having to wait about four weeks is ridiculous). Otherwise, I would think that they would want to switch warranty providers or that they would pay for AAA Appliance in *************** or another company to service my dryer now and for the remaining term of my warranty with Epic. Thank you in advance for your assistance.

  

  Business Response

  Date: 05/04/2023

  ************ does have an Epic warranty on his ************* dryer delivered by Rosners on 2/16/22.  ************ did contact Epic for an issue with his dryer on 4/21/23.  Epic did attempt to schedule with multiple ***************** providers.  If you look at the attached notes from Epic, the first available from anyone was 5/16.  You can also see in the notes that he called the store to express concern regarding the late appointment availability. ****** our customer advocate called Epic multiple times to try and move the date sooner.  There is no other appointment available from any Whirlpool provider. We have expressed our concern to Epic regarding this issue, unfortunately, it is an industry wide issue due to the lack of qualified technicians.  Rosners is a separate entity from Epic, we can strongly encourage action to be taken, but we really have no control over this situation. We are contacting the administrators of Epic to see if there is any other option.  At this point, the only available service call is 5/16.  We will remain engaged in the matter until resolution. 

  30 4/24/2023 SYS GEN ******* Bench call#: AY83469KSP37 was ACC SC #: 47341
  31 4/24/2023 SYS GEN ******** date and time not given
  32 4/25/2023 M5L GEN ** LEFT FOC & PRODUCT | ****** (DEALER)
  33 4/25/2023 M5L GEN ** SHE'S CALLING TO SAY THAT THE CUSTOMER DIDN'T LIKE THE DATE
  34 4/25/2023 M5L GEN THAT WAS PROVIDED ABOVE . BUT SHE ALSO UNDERSTANDS THAT THIS IS
  35 4/25/2023 M5L GEN NOT AN EMERGENCY.
  36 4/25/2023 M5L GEN ** N/A
  37 4/25/2023 M5L GEN ** I EXPLAINED TO ****** THAT THE DATES PROVIDED IN THE SYSTEM ARE
  38 4/25/2023 M5L GEN GENERIC COMPUTER SYSTEMS BUT ARE NOT THE DEFINITIVE SCHEDULE THAT
  39 4/25/2023 M5L GEN IS GOING TO BE SET BY THE AUTHORIZED ****ICE CENTER. (LINE 31) I
  40 4/25/2023 M5L GEN ALSO PROVIDED HER THE CONTACT NUMBER FOR WHIRLPOOL *************
  41 4/25/2023 M5L GEN SO THE CUSTOMER CAN OBTAIN THE RIGHT INFORMATION
  42 4/25/2023 MAR GEN **CNNP
  43 4/25/2023 MAR GEN **CUSTOMER CALLING BECAUSE **** CENTER DONT HAVE ANY *** UNTIL
  44 4/25/2023 MAR GEN 5/16 AND HE CANT WAIT SO NEEDS ANOTHER **** ************ 4/25/2023 MAR GEN **N/A
  46 4/25/2023 MAR GEN **CALLED WHIRLPOOL AND SPOKE TO **** AND SAID THIS IS THE ONLY
  47 4/25/2023 MAR GEN **** CENTER ON HIS AREA AND FIRST *** IS ON 5/16//REACHED OUT TO
  48 4/25/2023 MAR GEN SUPPORT STAFF
  49 4/25/2023 CV2 GEN *OK TO SUBMIT SVC INQ, AS ***T IS OUT OF 14 BUS DAY WINDOW*
  50 4/25/2023 MAR INQ CAN WE FIND ANOTHER **** CENTER WITH EARLY *** THAN 5/16/23..THANK
  51 4/25/2023 MAR INQ S
  52 4/25/2023 MAR INQ ******* Inquiry Opened
  53 4/27/2023 SP GEN ** CCNP
  54 4/27/2023 SP GEN ** CUSTOMER IS CALLING TO HAVE AN UPDATE ON THE CLAIM
  55 4/27/2023 SP GEN ** VERIFIED PREVIOUS NOTES
  56 4/27/2023 SP GEN ** EDU CUST ON ***T DATE AND ****ICE INQ
  57 5/2/2023 MAR GEN **CNNP
  58 5/2/2023 MAR GEN **CUSTOMER CALLING BECAUSE NO ONE CALL YET TO SET UP A NEW
  59 5/2/2023 MAR GEN **************** 5/2/2023 MAR GEN **N/A
  61 5/2/2023 MAR GEN **CALLED WHIRLPOOL AND SPOKE TO BECCA STATED **** CENTER IS THE
  62 5/2/2023 MAR GEN ONLY **** CENTER IN CUSTOMER AREA BUT WILL CALL TO CHECK AN EARLY
  63 5/2/2023 MAR GEN *** AND PUT CUSTOMER ON THE CANCELLATION LIST.
  64 5/2/2023 D9R GEN CHECKED ****ICE BENCH, THERE IS NOT SOONER ***T AVAILABLE THAN
  65 5/2/2023 D9R GEN *********** 5/2/2023 D9R INQ ******* Inquiry Closed

   

  Customer Answer

  Date: 05/08/2023

   
  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:12/18/2022

  Type:Delivery 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.

  ROSNERS delivered the wrong dryer I have a vent to accommodate the right dryer They delivered a condenser dryer It never drys the clothes for 2 hrs My electric bill is triple My husband has Alzheimers Its very difficult when Manager **** AND ******************************* *********************** DO NOT RESPOND FOR AN ENTIRE YEAR TO CALLS AND MESSAGES THEY DELIVERED THE WRONG DRYER I SPOKE TO GE CUSTOMER SERVICE THEY SAUD THEIR STORY OF VENTED DRYERS CAUSING FIRES IS NOT TEUE THEY DELIVERED WHAT THEY HAD DURING COVID CUSTOMER SERVICE SAID BENTED DRYERS ARE ************************************************************************************************************* when I visit and call Certainly they could be fair Recognize their error And offer me a discounted new dryer Since all the clothes are wet and DO NOT DRY CERTAINLY RESPECTFULLY THEY SHOULD RECOGNIZE ME AS A PREVIOUS CUSTOMERAND BE FAIR AND RETURN THIS UNIT ITS DIFFICULT TO DO BUSINESS WITH THIS STORE PLEASE CONTACT ME THANK U ROSNERS APPLIANCE STORE SHOULD BE WARNED TO TREAT PEOPLE PROPERLY

  

  Business Response

  Date: 12/21/2022

  We will contact the customer today to make an exchange of the unit.  

• Initial Complaint

  Date:12/16/2022

  Type:Customer Service 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 scheduled service to finish installation. The service was a no show. Waited on hold 53 minutes to speak to the manager who scheduled the service call. **** told me that the service was scheduled for a different day (if true, their error because I would not have scheduled anything on that date and never discussed that date) hung up on me and refused to answer the phone when I called back. I have been on hold or hung up on 19 minutes since the hang up. I would like to speak with the manager regarding the issue and appropriate resolution.

  

  Business Response

  Date: 12/27/2022

  ***************** called the store expecting an installation of her dishwasher panel on 12/16.  The installation was scheduled for 12/19 per her phone call.  She disagreed, called the store repeatedly ***** times demanding installation that day.  We instead added and emergency installation to our routes on the 17th and the job was completed.   

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18598316
  
  I am rejecting this response because: Rosners is not being truthful. I was scheduled by the manager for a repair on 12/16.  I know what date I was scheduled, 12/19 was not an optionI would never had agreed to 12/19.  I was told by the manager that I could have an all day appointment earlier, but would have to wait until 12/16 for the one tech that could be scheduled for morning only appointments. I called the store on 12/16 to ask about the timing, when I was told I was not actually scheduled by the manager, but another employee. Perhaps that is when the date was switched?  I was told by two separate people that he was the manager of the store, then told that this issue was not important enough to have the manager speak with me. Who knows, but I am still waiting for the manager to return my call, 11 days later.  Please have the actual store manager contact me!
  

  And of course, I called back when I was disconnected while waiting on hold for the store manager.  It was not ***** times!  Do Rosners employees think I should be told that I am wrong, not important and hung up on and then quietly go away after waiting weeks for an appointment?  This is a great illustration of how the truth evades Rosners employees on my service date schedule and the dismal way they behaved.  Someone claiming to be the manager made a mistake and treated the customer poorly because of his mistake.  I look forward to speaking to the manager and resolving the issue.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/27/2022

    I left off a lot of detail on the original response due to the fact the dishwasher panel has been installed perfectly in ********************* home on 12/17.   But here are the details, nonetheless.

  We installed a panel ready dishwasher in the home in March of 2022.  The cabinet panel was NOT purchased at Rosner's, the cabinet company that was making the panel did not have it ready at the time of installation in March. See attached delivery receipt showing pictures of the dishwasher fully installed without a panel.   On 11/22/22, *****************, I assume, called into the store and asked to have someone come out and install the panel . Below are the system notes regarding this request.  As you can see in the log below; The only date that this was ever scheduled for was Monday 12/19.  Of course, someone could have made a mistake, mistakes happen, but nothing was done on purpose or with malice.  You will also see that we rescheduled the service call for the next day, 12/17/22 as the first stop in the morning.  I have also included the installation receipt for the panel installation that was completed 12/17. If we made a mistake in scheduling, I am sorry. We reacted as quickly as we could and performed the job to perfection in the timeframe that **************** agreed to.  I will not respond to this complaint any further, as the matter has been satisfactorily closed. 

  Order Created 11/22/2022 03:56 PM Logged in as '*****************' at Location 'Rosners' on 'WWS-******'
  
  Added New 1 - SERVICECALL SERVICE CALL  $0.00 on Tuesday, November 22, 2022 15:57 Logged in as *****************
  Comment Two Changed from: ''  to:  'per ****'   on 11/22/22 3:58 PM by *****************
  Added for Delivery Monday, December 19, 2022 Truck: ****** on 11/22/22 3:59 PM by *****************
  'Delivery Date' for 'Monday, December 19, 2022' Shipping was saved as 'Delivery' on 11/22/22 3:59 PM by *****************
  Target Date Changed by System from 11/22/22 to Last Scheduled Delivery Date 12/19/22 on 11/22/22 3:59 PM by *****************
     Scheduled Model SERVICECALL for Delivery Monday, December 19, 2022 on 11/22/22 3:59 PM by *****************
  'Delivery Date' for 'Monday, December 19, 2022' Shipping changed from 'Delivery' to 'Installation' on 11/22/22 3:59 PM by *****************
  
     Un-Scheduled Model SERVICECALL from Delivery Monday, December 19, 2022 on 12/16/22 10:06 AM
  Removed ******************* Monday, December 19, 2022 on 12/16/22 10:08 AM 
       w/Comment: r/s
  Added for Delivery Saturday, December 17, 2022 Truck: ****** on 12/16/22 10:08 AM 
  'Delivery Date' for 'Saturday, December 17, 2022' Shipping was saved as 'Delivery' on 12/16/22 10:08 AM
     Scheduled Model SERVICECALL for Delivery Saturday, December 17, 2022 on 12/16/22 10:08 AM 
  '
  
   

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18598316
  
  I am rejecting this response because: Rosners response is inaccurate and brings in information that has nothing to do with anythingalthough it does seem to hilight the attitude that the customer should not expect to be treated with fairness or respect.  
  FACTS: I bought the dishwasher and I was advised by ***** to take the installation as soon as he could schedule it (while the custom made panel was being made) and to call back after the panel was finished and the installer would then come out to finish the spring installation.  that is exactly what I did!  
  
  As ***** instructed, I called and I left messages for ***** to call, but he did not.  I then scheduled the spring installation with the manageror someone who said they were the managerbecause ***** did not call me back after I left messages.  Next, I was stood up on the date scheduled.  I called and asked to speak with the manager who made the arrangement.  I was hung up on.  I called back and was hung up on again.  Two different people claimed they were the manager, changed the story and admitted they werent the manager when I asked about our conversation while ************* second person who claimed he was manager said he wasnt going to bother the manager with my request.  Thats what happened.  Those are the facts.  Period.  
  The unprofessionalism, half information, lies, and poor attitude that I have had to deal with is apparent from the responses. The fact remains that I still have not received a call from the manager of the store.  I am still waiting.