ComplaintsforDisco Mart

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  10/24/22- purchased a GE JS645DLWW 30" S/I WHITE JS645DLWW stove along with ALL of the other pieces needed; PAID IN FULL $1,399.95 (cash).11/1/22- Stove delivered and installed by *******************; his services PAID IN FULL (cash) $800.00.Later in the evening noticed a RED light was on; BURNER ON. 11/2/22- Called ****** and he advised me to call Midtown Radio Disco Mart where stove was purchased. Called store and spoke to ******, said she would have an appliance man come by.11/9/22- Appliance man came and said, 2 parts needed to be ordered; would take **** days.11/21/22- Called to find out the delay of parts; spoke to the owner (male), and he said only 1 part came in and would call us when the other part came in.12/11/22- Still waiting for call back. Stove not ****** properly; using a single burner that I bought, NOT the new stove.Really appreciate your time and efforts regarding this matter! Please feel free to call me anytime.Sincerely,************************* ************

  Business response

  12/12/2022

  Thank you for giving me the opportunity to let you know what is going on.  Two parts are required to complete the job, part WB24T10013 is available, however part WB24X25013 is on factory backorder with the estimated time of arrival of 1-11-23.  *** service provider, A&E Appliance, is attempting to see if it can be found at other part facilities.  In the meantime, I've requested  the local distributor, Pacific Home Appliance Distribution, for help, including a consideration for a replacement.  As soon as I hear from them, I will inform the customer. We understand the inconvenience especially during the holiday season.   

  Customer response

  12/13/2022

   
  Complaint: 18558927
  
  I am rejecting this response because:With all do respect, we would like a replacement or a refund, at this point,i can't even cook the holiday meal that I always host for my family at our house.

   

   

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

  Business response

  01/04/2023

  I am puzzled by ********************* response.  The range is being exchanged on the 6th of January by the distributor.  From the initial complaint, I have been working closely with the distributor, Pacific Home Appliance Distribution (PHAD) explaining the exceptionally long delay for the required parts.  They then agreed to make the exchange (and this is with G.E.'s cooperation).  Unfortunately, due to the Christmas and New Year's holidays, they were unable to make the exchange in a timely way; Disco Mart, too, tried but could not make the exchange before the holidays.  I've continued to speak with ***************** and her granddaughter, ****** during this period about the delay.  I was happy to learn that PHAD was able to arrange the exchange on the 6th of January instead of the following week.

  We truly understand the frustration and the delay experienced by ***************** and apologize for the inconvenience.

  Thank you.

  Customer response

  01/12/2023

   
  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

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GE refrigerator from Disco Mart back in August 2021 for about $2800. On September 14, 2022 I noticed the ice maker was not dropping any ice into the bucket. The next day, techs from Lake Appliance came by to take a look at the problem. Lake Appliance just became the new service providers for EPIC Protect which is the warranty providers for Disco Mart. It took over an hour to diagnose the problem which was a blocked water tube that stopped the water from going into the ice molds to freeze and drop ice. Ok got it, no problem. They fixed it and went on their way. The next day, Sept 16, the ice was dropping but it was all connected together. The following day, it stopped making ice again and I noticed there were puddles of water coming out from under the fridge. I assume the block water tube again. I called Disco Mart and told them the problem and that the repair techs need to return being that the original service call was not resolved. By the way, the woman at Disco Mart told me to "always call us" and let us resolve the problem by obtaining an appt for you. There was no resolve from the 16th till this morning and I resorted to wiping up puddles of water in my kitchen and having to buy bags of ice daily. But today, I got an email from Disco Mart saying Lake Appliance will come to my house on Oct 5!! So thats 2 more weeks of mopping up water puddles and bag ice buying!!Totally unacceptable in my opinion! Disco mart should immediately outsource a repair company at their expense to fix a product that I purchased from them. I did pay a contract warranty fee and this is the level of service I receive?! I have purchased several items from DiscoMart in the past which makes me a preferred customer. I should not be treated this way, hung out to dry and deal with it which is basically what is going on here.

  Business response

  09/22/2022

  Thank you for the opportunity to respond to ********************** complaint.  We first heard of the problem through his email on our website (majority, if not all customers, call us).  I was more than happy to help.  The problem of no ice was addressed by Epic Protect, the extended warranty (the **** factory warranty expired on 8-14-21) that expires on 8-14-26.  He tried calling Epic 3x and broken promises of returning his call.  I called on his behalf and an appointment of 9-15-22 was assigned to Lake Appliance.  The problem of no ice was not resolved and I spoke with Epic Protect for a rework.  A new authorization was given by Epic Protect and I also told them of two other problems, noise and water leak.  Unfortunately, the original appointment of 9-22-22 was changed to the 5th of October.  I truly understand ********************** frustration.  I've asked Lake Appliance to put him on a wait-list.

   

  Attached are some of the emails between Epic Protect/Lake Appliance.  If more information is required, please let me know and I'll be happy to respond.

   

  Thank you.

   

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

   

  Customer response

  09/22/2022

   
  Complaint: 18059426
  
  I am rejecting this response because:

  If I accept it, then Disco Mart gets off the hook easily and no resolution done on their part. They are basically saying it is not their problem and blaming Lake or EPIC for the unsuccessful work and the long delay of the next appt. To say Lake will put me on a waitlist if an earlier appt arises is not a solution. I know there wont be an earlier appt due to a cancellation. 

  A mom and pop shop that has been in business for decades should do a better job taking care of their customers. Go beyond what is expected and send out a repair company immediately to fix the problem. Service like that goes a long way and enhances their reputation.  Big box item companies can afford to not care and blow off customers since they deal in volume and I have experienced that as well. 
  

  I dislike when people say we understand your frustration because that is just talk in hopes to settle me down. All talk, no action. SMH
  Sincerely,
  
  *************************

*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. ↩