ComplaintsforGrand Appliance & TV-Orland Park

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Initial Complaint
07/02/2024
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 washing machine, dryer and range hood from Grand Appliance and TV, **************, on 2/18/2024. From the day the stackable washer/dryer was delivered and installed, the machine was not working properly and was making a loud banging noise the entire time it was running, regardless or what or how much was in the machine. It sounded like someone pounding on the washer with a hammer. I immediately called the store and told the salesman that something must be wrong with this machine. They sent A & E *************** out to troubleshoot and they checked to see if it was level, which it was. They didn't know what was wrong. I called twice more and the last time was this week. The tech finally told me that the entire inside needed to be replaced because the suspension was broken. What I was hearing was the drum banging against the sides, top and bottom. I called the store after this last service call and asked the store to replace this defective washing machine with a new one of the same kind. If this was something that I purchased and could carry back to the store for an exchange, I would, but *************************** will not replace the washer. I also spoke to Whirlpool a few times and they said the store should exchange the washer for a new one. I did not pay for a refurbished machine. I paid for new. I also paid for an extended warranty on these new appliances and was told that even if I choose to have them repair the machine, since it is a stackable unit, I am responsible for the labor cost for the 2nd technician that is required. I want a new washer. My previous stackable unit was 22 years old and never had an issue with them.
Business response
07/08/2024
Hi, ******. When you spoke to Whirlpool, did they provide authorization to replace?
Customer response
07/10/2024

Complaint: 21932200

I am rejecting this response because:
First, why I need to call Whirlpool when Grand Appliance & TV sold me a broken washer is beyond me. However, I did call Whirlpool and was told that Grand Appliance & TV are the ones who need to approve replacing this washer with a brand new working washer, which is what I paid for. The repair service that came out told me that this washer was probably purchased and returned. They said it was not new and that I should ask for a replacement. I have called Grand Appliance & TV more than a dozen times and each time I am promised that someone will look into this and return my call, I get NO callback. Latest call was on 7/9/2024.
I want a replacement. A brand new washer. No credits or anything like that. This thing was broken when delivered. If it was something that I could carry back to a store, I would return it for a replacement because it does not work.

Sincerely,

***************************
Business response
07/11/2024
If repair is not able to resolve the issue, we can ask Whirlpool for authorization to exchange.
Customer response
07/15/2024

Complaint: 21932200

I am rejecting this response because:
I want a brand new replacement and have said so since I purchased this piece of junk. The store needs to make good on this. I shouldn't need any repairs immediately after installation but I did. They came out 3 times. This is a refurbished machine, not new. The techs that came out said so and that this store sells appliances that are returned to store.
Either store contacts Whirlpool and make arrangements to replace the washer with the same one that will work with the stackable dryer, or just come pickup the washer and dryer and I will go to a reputable place to purchase new appliances. I have never received any appliance anywhere else that needed a service call the week it was installed or multiple calls thereafter. My last set of Whirlpool Duets was still working after 22 years at the time I purchased these new ones. I'm not making any more phone calls. It is on Grand Appliance and TV to make whatever calls they need to and fix this.

Sincerely,

***************************
Business response
07/16/2024
You were sold a new unit with a full manufacturer's warranty. If the manufacturer determines it is not able to be fixed, they will provide a replacement unit.
Initial Complaint
11/07/2023
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 Sept 2, 2023 my husband and I bought an open box Whirlpool range from Grand Appliance in ***********. (model number WFG775H0HV0, serial number ********** The price was $899.00, the sales rep would not negotiate price. When I tried to register the product with Whirlpool I was told the model was a 2019 model. This was not disclosed when we purchased the range. For the price we paid we could have bought a brand new in the box range. I believe this should have been disclosed at the sale. I have attempted to deal with the store and customer service directly. However they continue to claim the model is only 1 year old and will not refund any of the cost. The cost to get an extended warranty from Whirlpool quadrupled due to its age. I have made several phone calls and sent several emails to Grand appliance starting October 10, 2023. I requested partial refund and was told that it was already marked down significantly.There was no full disclosure about the age of the range and the price was way too high for a 4 year old unit.
Business response
11/10/2023
The unit you purchased carries a standard parts & labor warranty from the manufacturer, and is not impacted by the manufacture date you shared. If you would like to purchase an extended warranty, Grand has plans available at a fixed price that would likewise not be affected by the putative manufacture date.
Customer response
11/10/2023

Complaint: 20837146

I am rejecting this response because:
I am disputing the price I paid for the unit being 4 years old. As stated previously I am requesting a partial refund due to its age and the fact that this information was not disclosed in the sale. If it was disclosed I would not have agreed to pay $900.00

Sincerely,

*********************
Business response
11/14/2023
The range was already marked down as clearance from $1,457.10 to $899.00 and carries a full manufacturer's warranty, with an extended warranty available through Grand Appliance. We are not able to offer any further discounts on this item.
Customer response
11/14/2023

Complaint: 20837146

I am rejecting this response because: I do not wish to purchase an extended warranty from the company as I do not have any faith in the store. My dispute is the price I paid for a 4 year old unit, and the fact that it was not disclosed to us that we were purchasing a unit that old. We would have chosen to spend the same amount or less on a brand new unit.
I don't understand why no-one from this store will acknowledge the fact that this was dishonorable to sell a 4 year old unit without disclosing that fact. Especially when a new range could have been purchased for less or the same price. I keep hearing how it was discounted and warranties are offered. But it has yet to be acknowledged that this was a deceitful act on the stores part.

Sincerely,

*********************
Initial Complaint
03/22/2023
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.
Purchased on 2/16/2023 from Grand Appliance ***********. We purchased range, dishwasher, microwave and refrigerator from *************************. Delivery for microwave was delayed until 3/17/23 due to back-order issues. **** came to install microwave and after leaving I realized they left a mess of sawdust, then noticed the cabinet trim destroyed. I contacted Grand Appliance via phone, called over ten times during business hours and reached voicemail all times. Left two messages. No one ever returned any of my calls. I called and texted our salesman, ************************* six times with my instillation issue and sent photos to the same cell phone he was calling me and texting me from since the date of our sale, one month earlier. I also texted him a 7th time on Monday, March 20th. NO reply.
Business response
03/22/2023
********************. We only show two short phone calls placed on 3/17/23, but no messages were left. We have reached out to the installer with your complaint and asked them to reach out to you regarding resolution.
Initial Complaint
11/17/2022
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 microwave from Grand Appliances *********** in January 2018 along with a 5-year extended service contract.In August of 2020 the microwave had a to be replaced due to a problem that could not be repaired. Recently I called for service on the microwave and was told that the extended service contract was no longer valid.Grand will not provide warranty service on my microwave claiming that it is no longer under warranty since the unit had to be replaced. I provided the service contract to the store that clearly states when a replacement is provided such replacement product will be assumed as the 'Covered Product" pursuant to Your originally purchased Contract and will be covered for the remainder of Your original Contract Term.This paperwork was given personally to the store manager in *********** well over a week ago and I have had no response back.I have been without the use of the microwave since the beginning of October. I would appreciate any help you could provide in resolving this matter since Grand and their **************** continues to ignore the proof I provided them regarding the validity of the Service Contract regarding a replacement unit. It appears Grand has no intention of resolving this matter.
Business response
11/18/2022
The warranty company has shared that the warranty is fulfilled when a replacement product is provided. As you did not purchase a replacement warranty, there is no extended coverage on the new unit.
Customer response
11/18/2022

Complaint: 18420324

I am rejecting this response because: The business response is incorrect.
I provided them a copy of my contract that clearly states, "when a replacement is provided such replacement product will be assumed as the Covered Product" Pursuant to your originally purchased contract and will be covered for the remainder of your original contract term.
Copies of this contract were given in person to the store manager **** in ***********. **** agreed that according to the contract the warranty is still in effect for the replacement unit. I don't know how this could be made any clearer.
Sincerely,

*******************************
Business response
11/21/2022
The language you have been citing is referring to product replaced by the manufacturer's warranty, not the previously used extended warranty.
Customer response
11/22/2022

Complaint: 18420324

I am rejecting this response because:
Your response is totally incorrect.
The language cited is from the extended warranty purchased from Centricity when the unit was purchased not the original manufactured warranty.
I provided the original extended warranty contract in person to the *********** store manager with the language regarding the question of whether the extended warranty extended to the replacement unit highlighted.
Please read the documentation I provided, and you will find this to be true. I don't understand why you keep denying this simple repair which is under warranty.
Sincerely,
*******************************
Business response
12/14/2022
Again, we apologize for the confusion, but the language you have been citing is referring to product replaced by the manufacturer's warranty, not the previously used extended warranty.
Customer response
12/14/2022

Complaint: 18420324

I am rejecting this response AGAIN because:
Again, Your response is totally incorrect.
The language cited is from the extended warranty purchased from Centricity when the unit was purchased NOT the original manufactured warranty.

I provided the original extended warranty contract in person to the *********** store manager with the language regarding the question of whether the extended warranty extended to the replacement unit highlighted.

Please read the documentation I provided, and you will find this to be true. I don't understand why you keep denying this simple repair which is under warranty.

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

Sincerely,

*******************************
Initial Complaint
08/22/2022
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*************************** continues to send unsolicited marketing mails to someone unknown to me at my address. I have called, emailed and written to request to OPT-OUT of ALL COMMUNICATIONS. All of my requests have been ignored. I am not, nor have I ever been a customer or client of **************************** I do not know nor am I related to the addressee. The addressee is unknown to me. I am a senior citizen and I have rights.
Business response
08/23/2022
We apologize for the postcard mailer and have sent a request to our marketing department to have you removed from our mailing list.
Customer response
08/23/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is tentatively satisfactory to me.
However, should I continue to receive unsolicited marketing materials via the US *************** I reserve the right to re-open or file an additional complaint.

Sincerely,

*********************************
Initial Complaint
06/29/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
LIES, PROMISES, and more LIES. I was told by **** S the Orland store manager that I was not lied to. I was merely misinformed by the salesperson ************ He said and I quote "I was misinformed like the Democrats do".....that's the level of professionalism we're dealing with. 1/31/22 we purchased and paid in full for a KitchenAid suite at a total of $5,859.21 (SO19-28793). We were repeatedly assured by salesperson **** N that all appliances were in stock and could be delivered whenever we were ready. Told him we would be ready for delivery the last week of March. No problem. 3/24/22 we were contacted and delivery was scheduled for 4/4/22. 4/4/22 delivery of stove and microwave, with no mention of refrigerator or dishwasher not being delivered. Contacted **** N and he apologized, said the refrigerator and dishwasher were still ***** days out.4/29/22 still nothing. Contacted **** N and was told the refrigerator would be delivered 5/4/22 and the dishwasher would be delivered no later than 5/6/22. We insisted on better communication and he said he would either call, text, or email us with any new updates. 6/1/22 still nothing. Never was contacted. We called and had to leave a message for ************ **** called back and left a message for us to call back. Called back and spoke with the store manager **** S who "misinformed" us that the refrigerator and dishwasher were on back order and promised to contact us to keep us updated. 6/10/22 still nothing. Contacted the corporate office and spoke with ****. He assured us that he would get in touch with their KitchenAid rep and would call text, or email us back with a delivery date ASAP. 6/14/22 still nothing. Contacted corporate again, and only option was leave a voice mail for ****. Later that day, called again and only option was to leave another voicemail for ****.6/17/22 was contacted by **** N from the Orland location, not corporate, and there was no firm information about delivery. Will keep in touch.LIES
Business response
06/29/2022
We apologize that the conversations you had with the store personnel were unsatisfactory, and that the ETAs for your refrigerator and dishwasher have changed. As soon as the product arrives, we will be in touch to schedule. Or, if you would rather reselect into more readily available product, your salesperson can help. If you would like to cancel the remainder of your order, please confirm with us via the Better Business Bureau.
Customer response
06/30/2022

Complaint: 17497735

I am rejecting this response because:we are currently waiting for a Zelle refund of $3517.48 from Grand Appliance. Once received I will be willing to accept.

Sincerely,

***********************
Business response
07/11/2022
Our records show your credit card was refunded in the amount of $3,517.48 on 6/29/22.
Customer response
07/11/2022

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
06/01/2022
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 washer and dryer from this store. Within a year, both appliances were no longer working. I contacted both the store and the company, but no one responded. I believe they are selling defective products.
Business response
06/02/2022
Hi, ********. We're sorry to hear that your Maytag washer and dryer need out-of-warranty service. We apologize for the communication difficulties, but we don't have any record of you having contacted us from ************ or ************************* For out-of-warranty Maytag repairs, we recommend ************************ You can schedule online at https://diamondappliance.com/location/. Thank you.
Customer response
06/02/2022

Complaint: 17299860

I am rejecting this response because:
My fist message was within the warranty time frame. I did attempt to have the dryer service but was told it was cheaper to buy another appliance in which I did. I would not waste my time and energy filing a complaint with the BBB if I had not followed proper protocols and contact the company via email and phone. I'm not sure why you don't have a record of my correspondences, and I'm not responsible for your how your company maintain such matters. But I did call and email with no success. I'm now out $2000 and more because of the replacement of the dryer. I'm not asking for anything free. I paid good money for a faulty product. I'm not interested in paying anymore money for a company to charge me $100 or more just to step inside my home and look at the washer. My complaint is clear. I have complained about this issue before the warranty was up.
Sincerely,

**********************************
Business response
06/02/2022
These units were delivered on 3/18/19, so their warranties expired on 3/18/20. As the warranties have been expired for more than two years, we recommend you reach out to *********************** at https://diamondappliance.com/location/ to schedule repairs.
Customer response
06/02/2022

Complaint: 17299860

I am rejecting this response because: Once again I have gone that route in 2020. Maintenance came out and recommended a new dryer. We have purchased a new dryer. But also our washer is out. You are refusing to settle the matter and take responsibility for faulty products. This is not resolved. Thank you

Sincerely,

**********************************
Initial Complaint
05/23/2022
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.
I placed an order for all my appliances in November ($20,000 worth) and paid the appropriate deposit for delivery in March. I pushed my delivery back to April and was told to use their texting system to notify them when I was ready to receive my delivery and that it would be no problem. Which I did, but never received a response. I ended up calling a few weeks later to find out that the texting company they were using went out of business and hadnt been working but I was never notified. I was also told that now my oven range wasnt available and they do not have an estimated date. I then called JennAir to speak with their customer service about his far out they are. They said that while they couldnt give me info on my order since its through Grand Appliance - that one of the sales rep can call their order desk and get the estimated date. I then call G.A. and the guy tells me their estimates are garbage and that there isnt any updates on my order. Never was I told that I was going to get the run around on a delivery date that I should of had in March. have 2 small kids and a husband thats a disabled veteran that I care for. I need my oven so that I can feed and care for them the way I need to since they have special dietary needs - hence the larger oven I ordered.
Business response
05/24/2022
We apologize for the frustration. As soon as your range arrives from JennAir, we will contact you to schedule the remainder of your order. Unfortunately, ETAs from the manufacturer are subject to change, sometimes substantially, which explains the reluctance of your salesperson to give you information that he does not feel is concrete.
Customer response
05/27/2022

Complaint: 17245464

I am rejecting this response because: Again, zero information regarding my delivery date or estimated timeframe for delivery. Ive spoken to 2 separate customer service agents at JennAir and both have said that only a sales person from Grand Appliance can call their order desk to obtain that information. I went to Grand Appliance to then be told their was no order desk to call.

Sincerely,

*************************
Business response
05/28/2022
We are not likely to receive a firm date before the product arrives to us, but as information becomes available, your salesperson will provide it.
Initial Complaint
05/17/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In May of 2021, my husband and I purchased appliances from Grand Appliance in ***********, **. One of the items purchased was a refrigerator which wasn't in stock. 3 months later we were notified they had a fridge for us and scheduled delivery for 8/20/2021 which was the day before we left town for a week. We got the fridge and noticed a dent on the bottom, side of the fridge and it was the part of the fridge that extends beyond the cabinets of our newly remodeled kitchen. Needless to say we were extremely disappointed. We'd spent a lot of money at the store and had a couple of scheduled deliveries that fell through so when we finally realized this delivery was moving forward as scheduled, we were thrilled only to be devastated to see the damage. We contacted our salesman, ***********************, sent a picture of the damage, and were given 2 options,,, they would replace the unit or give us $250 damage allowance. We elected the option to replace the unit as the $250 was minimal compared to the more than $1750 we paid for the unit. Today, after multiple follow up calls and emails to *********************** advising he would let us know when they received a new shipment of refrigerators, we still haven't heard from them about a replacement. It's been 9 months. I find it hard to believe an appliance store hasn't gotten any new units in since August of 2021.
Business response
05/17/2022
Hi, ******. We share your frustration and are awaiting a replacement refrigerator from the manufacturer to complete your exchange. If it would help, we could increase our offer to $500 for you to keep your existing refrigerator as is.
Customer response
05/18/2022

Complaint: 17211280

I am rejecting this response because:

Sincerely,
Although your original offer was increased, it doesn't really come close enough to my ask. I would be happy to close the matter at $700 provided there are specific dates and action given as to when and how we would expect payment.
*********************
Business response
05/18/2022
We would be unable to increase the offer based on the dent in the picture. If you would like to accept the $500 offer to keep as-is, please let us know. Otherwise, we will notify you when there is replacement stock to complete your exchange.
Customer response
05/18/2022

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
03/20/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called the **************** line regarding my microwave installed incorrectly. Bolt fell and it was crooked. I sent several pictures to the customer service **** ******* I was assigned a work order S001-4681 for Grand Appliance to look at the cabinet and it was agreed that Grand would reinstall the microwave correctly. After a no show, reschedule, and new work order S090-2868 a crew came out on February 26th and determined the microwave was installed incorrectly and the bolt stuck in the microwave could not be removed to reinstall the microwave. The crew took pictures and forwarded them to ***************** I was told someone would call me. I have not heard from Grand Appliance and now have a 2 year old, functioning microwave which I cannot use. Every time I spoke to Grand Appliance rep ****** he acted like my issue was new and I had to explain it over and over again. He also stated Grand Appliance had left me several messages to which I never responded. This is NOT the case. I am seeking a resolution to my situation.
Business response
04/01/2022
An exchange has been approved on Sales Order #SO90-2921. Please call ************ opt. 1 to schedule.
Customer response
04/04/2022

Complaint: 16917519

I am rejecting this response because:
I have already replaced the microwave. I was already inconvenienced for almost 2 months.

Sincerely,

*************************
Business response
04/05/2022
We will issue you a refund check in the amount of $433.81 which you should receive in **** days.
Customer response
04/05/2022

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,

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

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