ComplaintsforRosner's Inc.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were falsely informed that we will be able to get rebate of 5% after purchasing three ** appliances.A flyer was giving to us in the store and the information about this promotion was also found next to the appliance listing on their website. After we submitted the rebate, we got an email from the rebate company that the refrigerator is not part of the promotion. We contacted the store several time, both in person and per email and we were always promised that we would get the rebate. Since it is more than a month we complained to the store manager and nothing happened, we are trying to solve this matter with you. We are requesting a refund which equals to the promised rebate - 5% of $2792.58 = $139.63. Thank you.

  

  Business response

  07/04/2022

  We have reached out to the customer, ********************** will issue a check for the missed rebate.  

  Customer response

  07/05/2022

   
  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

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  LG Refrigerator purchased on 3/20/22 - $10,560.86. Delivered on 3/23/22. Next morning- no ice, no water, control panel not working, veg bin froze all veg in bin. Called and req service. Could not come until 4/11/22. Told by authorized repair it could not be fixed. Numerous calls to Rosners, calls not returned or returned only to have to retell what was going on. We were told it had to be reviewed by a manager only to be called back by customer service rep (asking AGAIN) what the problem was… she needed to talk to an LG rep and would call back next day. No call back. Called today - she had not spoken with LG rep, but would email. Have told them we want a new refrig. Got notice this afternoon a service person would contact us for service.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New GE refrigerator was delivered damaged, replacement door ordered, delivered to my house the week of Christmas (poor planning on someone's part). No one told me this would happen, no one followed up to confirm receipt of replacement, no call to schedule replacement. Poor customer service, really no customer service. Greg, general manager tells me he doesn't know when the door will be installed. Stopped responding to emails. I gave him the option of picking up the entire order (refrigerator and dishwasher) with a full refund - no response to that either. TIRED OF THE RUN AROUND.

  

  Business response

  03/03/2022

  Mrs, ******* purchased a fridge from Rosners which was delivered 11/26.  Unfortunately, the door was slightly dented.  We offered a replacement door which she accepted. The door shipped directly to the customer and she was to inform Rosners when it arrived so we could switch the doors out.  Due to the supply chain issues, the door was delayed. Mrs. ******* informed us by email that the door had arrived at her home. As you can see, Mrs. ******* wasn't at all flexible with days or times to get the door replaced.  (see attached email chain)  We arranged for a special Saturday morning time for her.  The day of the installation, my installer called her to let her know we were on our way but she didn't answer. He showed up at the house just after 10 am. She was not home.  She emailed me (see attached)  and said 10am was too late and she left. Her salesperson has tried to reach out to her a few times to reschedule.  Since then, due to her being uncooperative we stopped trying to make contact.  We are happy to go out and complete the job, we just need Mrs. ******* to be a little more cooperative with the appointment time.  

   

  
  On Sat, Jan 29, 2022 at 10:38 AM Bonnnie ******* <[email protected]> wrote:
  
  You obviously didn't  read my email.  We definitely have different definitions of morning. I have been available since 7 this morning waited until 10 and left for my next appointment.  My world does not revolve around  rosner's lack of communication.  Had someone called I could have told them 10: 27 is way too late.  Morning is over.  Would you rather schedule a complete return of my order?  
  On Sat, Jan 29, 2022, 10:27 AM Greg at Rosners <[email protected]> wrote:
  
  MRs. Daniels,
  
  
  My installer called you this morning with no answer.  He went to your home (see attached picture)  You were not there. He asked the neighbor, they said you were gone also.  I made an exception to get this done for you this morning which you acknowledged. I don't know when we will be able to return.  
  
  
  
  
  
  Greg Dalton
  General Manager
  Email: [email protected]
   
  
  www.rosners.com
  
  On Fri, Jan 28, 2022 at 10:26 AM Bonnnie ******* <[email protected]> wrote:
  
  Thank You!
  On Fri, Jan 28, 2022, 8:47 AM Greg at Rosners <[email protected]> wrote:
  
  My installer will be at your house Saturday 1/29.  Your stop will be in the morning, he will call when he is on the way. 
  Greg Dalton
  General Manager
  Email: [email protected]
   
  
  www.rosners.com
  
  On Fri, Jan 28, 2022 at 8:42 AM Greg at Rosners <[email protected]> wrote:
  
  We completed your last delivery on Friday 11/26.  We go to your area MWF.  
  Greg Dalton
  General Manager
  Email: [email protected]
   
  
  www.rosners.com
  
  On Thu, Jan 27, 2022 at 9:20 PM Bonnnie ******* <[email protected]> wrote:
  
  There wasn't that issue with delivery
  On Thu, Jan 27, 2022, 6:51 PM Greg at Rosners <[email protected]> wrote:
  
  Mrs. Daniels:
  
  
  We do not go to your area on Saturday. The first available is Monday. Please let me know.
  On Thu, Jan 27, 2022, 6:38 PM Bonnnie ******* <[email protected]> wrote:
  
  God knows I'm no one special- that's your response?  I am available weekdays AFTER 5:30 and most weekends.  I too only make plans the day before!  I AM THE ONE WRONGED HERE.  HOW ABOUT  YOU JUMP THROUGH HOOPS TO SATISFY MY SCHEDULE!!!!!
  
  
  This is the best response you can come up with.  How about you have someone standing on my doorstep this Saturday, yes, one day from now at 9:00 am SHARP!  
  On Thu, Jan 27, 2022, 12:22 PM Greg at Rosners <[email protected]> wrote:
  
  Mrs. Daniels,
  
  
  I cannot give you a specific time as we route the trucks in a logical order.  Routing is not completed until the evening before due to emergency deliveries.   I have openings next Monday Wednesday or Friday.  I would be happy to call you the evening before and provide you a estimate of your delivery time.  Please let me know which day works best for you.  THanks
  Greg Dalton
  General Manager
  Email: [email protected]
   
  
  www.rosners.com
  
  On Thu, Jan 27, 2022 at 11:44 AM Bonnnie ******* <[email protected]> wrote:
  
  Yes I have the door. No I haven't spoken with Lee, apparently he doesn't work when I call, hence the frustration with no one else assisting me!  When exactly,  you know what exactly means right? Not Wednesday or Thursday between 8 and 5.  EXACTLY WHEN
  On Thu, Jan 27, 2022, 11:22 AM Greg at Rosners <[email protected]> wrote:
  
  Mrs. Daniels,
  
  
  Sorry for the inconvenience.  All parts coming from the manufacturer are sent directly to the consumer, we don't have a say in that.  Someone should have informed you, did you speak with Lee, your sales person?  Do you still have the door?  If so I can get someone out next week to put it on. Please let me know. 
  Greg Dalton
  General Manager
  Email: [email protected]
   
  
  www.rosners.com
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received defective refrigerator on June 10th as which the company we purchased it from has made little effort to rectify.

  

  Business response

  10/21/2021

  Business Response /* (1000, 6, 2021/10/16) */ Mr. ********* has an issue with his fridge doors. We ordered parts to fix the situation. Due to supply chain issues these parts have been on a significant backorder. The good news is that the parts are in and we have an appointment set with Mr. ********* on Wednesday 10/20 to fix the unit. He is aware of the appointment.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This purchase of an in wall ac unit was purchased X-X-XXXX They installed a broken A/C Unit and installed it with no drain plug. I payed $1069.97 plus an installation fee of $125 .They refuse to be held acccountable for there lack of customer service skills and abuse and ability to perform there jobs correctly .An immediate complaint was filled with the owner Lenny ****** who didn't care to make it right along with there abusive staff & repair company they use . After 3 months with a battle with the owner he triggered my disability from all the stress he was causing me causing me chest pains ! 8 months later I came home in 105 degree weather to find my ac wall unit completely broken and wouldn't even turn on . Hesident to complain to Lenny ****** and his gm Greg cause there so abusive and refuse to comply to 100 percent satisfaction and do there job right the call was made again n complaint made. Greg his gm refused to come to the phone knowing he had a problem on his hands . A Plug

  

  Business response

  09/20/2021

  Business Response /* (1000, 9, 2021/09/13) */ In the 42 years I have been in business I have never been exposed to an incident as this. The customer originally purchased an a/c on 8/11/20. From the beginning, the customer was very difficult. We did everything we could to satisfy her. She complained about the design of the unit, we spent a lot of time explaining the operations and the benefits of the design. We contacted the manufacturer on her behalf to reassure her that the unit was proper. She complained about the installation of the unit. Our installer has installed these air conditioners in this building for 20 years and is considered an expert in this type of job. On or about 8/31/21, the customer called to notify us that the unit was not working. She identified herself as ***** **** but her invoice had a different name and phone number. She became very belligerent because we could not initially find her order. She cursed at my staff and became quite unreasonable. After researching the information we were able to find her order. In an attempt to satisfy the customer, we bypassed ****** protocols of requiring service calls and Rosners exchanged the unit for her including installation free of charge. Our goal was to resolve the issue as quickly as possible for the customer. Each time the customer has called the store she has been abusive, demeaning and used foul, threatening language. At one point, she called my home after hours. My wife answered the phone and she had to listen to her abuse until I got on the phone. At that point, I listened to personal insults, outrage and a overall threatening conversation. When she was done, I tried to make her understand that we went above and beyond to resolve her issue. What she wanted to do is was to engage in insults and disparaging remarks towards me. When she was done with the barrage of insults, I wished her well and ended the conversation. At this point, she has a brand new A/c that is working as designed, installed for free. Her version of conversations are false and not accurate. It is sad that I have spent a lifetime to build a business predicated on honesty, trust and fairness. At Rosners, we put forth a major effort to satisfy our customers. With the stroke of a pen, on person could put forth a story of inaccuracies to try to destroy everything we represent. Sincerely, Lenny ****** Consumer Response /* (3000, 11, 2021/09/14) */ ***** **** Sep 13, 2021, 4:45 PM (15 hours ago) to me Good afternoon . Lenny ****** is a hostile billigergent drunk and suffers from the disease of denial ! He's done the complete opposite of what he's quotes and is a lied and.fool not of what he says is accurate and he can't hold his own ! One responsibility he has he fails to to do so is his job ! He sold me a broken ac 12 months ago he was and still is abusive and refuses to be accountable for himself his emplyees n his installer who has not installed this ac properly twice has never opened or put a drain plug so it don't operate right ! Who's the one with the problem ? Lenny ****** don't define me with his lies just look at his past reviews three people don't lie at at the same thing about him ! And I have. Witness to his installer not opening n putting. A drain plug so the unit don't drain water n I paid for that n they refuse to fix it ! And my witness witnessed how his employees spoke to me and my witness which is abusive n untolerated The installer is out of line n ripping people off n the ac ain't right n will break again till iut installer opens and he puts a drain plug in ! As far as my maiden name n middle name ! Ill use any name or number I want to and ur comment about that or some other experience is a blatant lie . Only drinks lie n Lenny ****** n his staff are people of zero integrity ! You can go plug in some place else ! Fix n finish the job you started ! Only a clever person like I don't waste time with a fool like Lenny ****** ! And the only one Sabatging ur own reputation is YOU LENNY ****** & YOUR STAFF ! ONE CLIENT AT A TIME ! And don't paint a picture or lie to the bbb cause they now my experience with you is the truth and your a bad person and business owner that attack n abuse the public looking for victims mad I ain't your nexted victim ! Your unworthy have no integrity n you know your wrong 100 percent like most people' in this community n county now you are as you've treated them and your staff m installer the same a you have me ! The bbb got your number buddy and so do I ! Business Response /* (4000, 14, 2021/09/16) */ The air conditioner was installed as per the instructions supplied with the air conditioner. The installation manual instructs one not to remove the drain plug. Friedrich states: Air Conditioners have a "slinger ring" around the rear fan blade. The fan is designed to pick water off the bottom of the pan and throw it against the condenser coils. If the drain plug was removed, no water would collect at the bottom of the pan to "sling " against the condenser and evaporate. any further assistance should be directed to Friedrich factory warranty dept. @ XXX-XXX-XXXX Consumer Response /* (4200, 22, 2021/09/17) */ ***** **** 2:05 PM (8 minutes ago) to me Lenny ****** . This will be the last time I talk you about your installer not installing this ac right n it don't operate right from the outside . Last time I tell you the ac installer left without making sure it was operating correctly and when it was turned on the outside water was draining from the top of the ac n spitting out all the water from the middle of the grill which indicates there was no drain plug with the unit n your installer did not open the drain plug for the water to drain out from the bottom of the ac not the middle spraying into The side walk or From the top ! You are to make sure your installer comes back to make sure that the drain plug is turned open and there's a drain plug which my witness also in the ac business said there was not . Fix it now or I am putting you on notice! M ****

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