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:02/16/2024

  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.

  I purchased a $1700 washer/dryer that keeps giving me an error message and is not functioning properly. It is not drying my clothes. I contacted Grand and they refer it to the manufacturer and the manufacturer only works Monday-Friday and only schedules appointments in the middle of the day. That requires me to take off work. I cannot afford to take off work. He told me that is what people have to do. He told me that I should be using my sick days. He told me I just have to deal with it. I want to exchange my unit that is a lemon for a unit that is functioning. I spoke with the supervisor **** and he was rude, unprofessional and offensive. I asked for his manager's name and number and he refused to escalate this concern. Then he hung up on me.

  

  Business Response

  Date: 04/08/2024

  • On 8/12/23, the customer purchased an ** laundry unit (model #WKGX201HWA), which Grand delivered and installed.
  • On 1/16/24, the customer contacted us stating the laundry center was not drying. We submitted a service request to the manufacturer under TMS ticket #******, which was dispatched for ** factory service under consultation # RNN240116048716 for the afternoon of 1/22/24.
  • On 2/16/24, we received another request to ask ** for a dispatch on the dryer, which was completed on TMS Ticket #******. ** dispatched a factory technician to repair the dryer on 2/20/24 under consultation #RNN240216093502.

  While I sympathize with the customers frustration, the manufacturers warranty is a repair warranty, not a replacement warranty. Im sorry that **** was unable to provide a resolution the customer preferred, but ** will fix the unit or replace it if they determine it is not able to be fixed. Its also very possible that the issue is a clogged vent in the customers home, rather than with the unit itself.

  Please let me know if you need anything else.

  Thanks,
  
  ***********************

  Grand Appliance

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21303564
  
  I am rejecting this response because: There is nothing said in this response than what was said to me on the phone.  I took off work and missed pay so that the technician could come to my home.  The LG technician came to my home and removed a vent cover to the outside because the signal the machine received said it was not venting properly (Too hot I believe).  He tried multiple different things, but it was ultimately how the machine read the venting.  So I decided to leave the cover off.   Because he had no other solution.  

  Like I said in my review, I went to Grand to support a small local business and expected a better product and better service.    Next time, I'll just go to a big box where I get the same incompetent customer service that ******************** provides but at least I'll save a few bucks.

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

  

  Business Response

  Date: 04/11/2024

  From what you are sharing, it sounds like the issue is with the venting in your home. In that case, we recommend having the vent professionally cleaned. This is not a service we provide, but we can make a recommendation if you'd like.

• Initial Complaint

  Date:12/27/2023

  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 and moved into my current address, a condo, in ******* on Nov 21st 2023. The condo was renovated and resold to me within three months. All the appliances were kitchenaide purchased at grand appliance in *******. They were advertised as new never used before then I discover they were floor models. Before I moved in upon inspection the freezer door would not open due to ice formation that was corrected upon move in and then the ice started to form again. The dishwasher hadnt worked properly since I moved in and caused three leaks so far under my sink. The building engineer came up said maybe it wasnt hooked up properly or wasnt hooked up separately from the sink. Also the dishwasher doesnt work on any other cycle but wash. I immediately called the condo seller after the leaking was temporarily stopped by building maintenance. I was advised to call Grand Appliance as they held a yrs warranty on the appliances. I called multiple times getting no answer or return call. The only people that answered were the sales team of course. They told me that *************************** was in charge of this problem. I specifically asked was there anyone else since he didnt return calls the seller tried to call also and got no response. I emailed ****** on Dec 5th ******************************************************************* getting someone out to me to look at the dishwasher and refrigerator. Also when I had the leak water seeped under the dishwasher at which point I noticed exposed wires and no cover. ****** assured me that he would order the parts and get back to me that day dec 7th 2023 with the delivery date and the service call date. I never heard back. Over the Xmas holiday the temporary fix on the leak gave way and water filled up into the dishwasher from the sink. ****** finally called yesterday Dec 28th. 21 days later with all kinds of excuses. I called kitchenaide they said a tech could be there in two days and the parts were in stock. ****** is an incompetent liar

  

  Business Response

  Date: 02/27/2024

  We are sorry you are dissatisfied with the property you purchased, and that the original owner apparently misrepresented floor models as in-box units. We arranged service at the time of the initial request. Since we did not misrepresent ourselves or the product to the original purchaser, we recommend you contact the manufacturer to pursue any repairs that *** not yet be complete or any new repairs that are needed within one year of the original delivery date.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21059668
  
  I am rejecting this response because: It did not address the lack of service I received from the corporate office,  ***** who was supposed to be the contact person at grand appliance. I did finally get help from kitchenaid but that was after multiple conversations with *****. He should have directed me to call them from the start. This would have avoided the frustration and anger that led to this complaint. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2024

  We are sorry you were dissatisfied with ***** but are glad to hear the issue was resolved through the manufacturer's warranty.