ComplaintsforGrand Appliance and TV

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grand Appliances delivered GE washer/dryer as well as kitchen appliances to our newly constructed home on 5/31/24. 6/4/24 we washed one bedsheet we used as a floor covering while other deliveries were made. ****** made a lot of noise, banged the dryer, and moved sideways while in operation. Put on bedsheet into GE dryer. 1 1/2 hrs later it was still not dry. Requested replacing GE models with ** (brand we usually buy) on 6/5. Store manager demanding we pay $511.56 restock change BEFORE ** washer/dryer would be delivered. Paid on 6/6.Grand Appliance advertises NO RESTOCK FEE is returned within 30 days.We want the $511.56 returned. On hold on ************ over 40 minutes.

  Business response

  07/08/2024

  Without a diagnosis of failure, we charge a restocking fee which was agreed to at the time the exchange was written.

  Customer response

  07/09/2024

  Website for Grand state there is no restocking charge if returned in 30 dayswe returned in 7 days. The dryer is faultywouldnt dry a single bed sheet in 1 1/2 hrs. Grand mgr refused to deliver the LGs and pick up faulty GEs without paying $511.  We had no choice but to pay.

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Website for Grand state there is no restocking charge if returned in 30 dayswe returned in 7 days. The dryer is faultywouldnt dry a single bed sheet in 1 1/2 hrs. Grand mgr refused to deliver the LGs and pick up faulty GEs without paying $511.  We had no choice but to pay.
  
  Regards,
  
  *******************

  
  

  Business response

  07/15/2024

  You are citing the return policy of another retailer. We ask that customers allow service to fix faulty units, but allow for returns without service (with a restock) at the customer's request.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  30 ********* a ***************** delivered. When the Grand delivery guys were switching the direction of the door, they damaged the dryer door strike. 31 ********** the next day to Grand, with the broken strike to seek a replacement (store employee took picture). Told someone would get back to me shortly as they did not have parts in the store, but the warehouse could help and would mostly likely deliver the part on Monday (3 June)3 Jun - was told by ****** (their Chatbot) that driver was coming to deliver part at 915am - was home all day and no one showed up 4 Jun - Lakeview Appliance texts that they need to service my dryer and to please call 6 June - ***** Lakeview Appliance and told them there is nothing to service - I just need the $3 strike. They told me they have no details about the issue and a service tech would be able to visit next week of 12 June. That is unacceptable and why would Grand want to send a technician to address an issue that could be settled through a part delivery.I have now had the dryer for a week and they wish me to wait another week for something that could be resolved with the delivery of a $3 part Also have made two trips to the laundromat for my family and spent many times the price of the strike.This is just a frustrating silly issue and should never have risen to a complaint but no one seems to have decision authority at the company to resolve the most simplistic of problems. Mistakes happen, but own them and expeditiously fix them!

  Business response

  06/06/2024

  Hi, *****. I apologize for the frustration. I left you a voicemail a few minutes ago to let you know we can exchange the dryer tomorrow, which is the quickest resolution. We don't have the part or a technician to replace it, but an exchange should be able to resolve. Per my voicemail, I didn't want to miss the opportunity to deliver so I told the warehouse to go ahead, but if you can't take delivery tomorrow, just let us know at ***************************** with your preferred date. Again, I'm very sorry we were not able to resolve sooner. 

  Customer response

  06/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I discussed with a customer service rep on Thursday 7 June.  I thought we had resolution and an agreed path forward, but I have not received the follow-up call that was suppose to happen on Friday (or Monday of the following week)  I hope this was just an oversight as the proposed resolution appeared fair and equitable 

  
  Regards,
  
  *************************

  
  

  Business response

  06/17/2024

  Hi, *****. Per our conversation, we refunded you $100 for the part and the trouble. That transaction should reflect soon on your credit card statement, but it can take up to a month. If there is anything else you need, please let us know.

  Customer response

  06/18/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  damage to kitchen floor in 2023

  Business response

  05/13/2024

  On 3/13/23, we delivered a GE refrigerator. We exchanged the refrigerator on 4/20/23 due to repairs not working to the customer's satisfaction. Below are the intervening events:

  * On 3/14/23, ******** was out to hook the refrigerator to the customers reverse osmosis system.
  * On 7/11/23, GE factory service repaired the fill cup/fill tube to correct the ice maker freezing up.
  * On 9/12/23, GE factory service cleaned the tubing valve.
  * On 10/26/23, GE factory service replaced the ice & water valve to correct a leak.
  * On 4/18/23, GE factory service repaired the fill cup/fill tube to correct the icemaker freezing up.
  * On 4/19/23, ******** was out to unhook the refrigerator from the reverse osmosis system.

  When we were out to exchange the refrigerator on 4/20/24, the customer told the delivery crew that when the icemaker was serviced on one of the six non-Grand visits listed above, the floor was damaged when the refrigerator was pulled out from the wall. In another communication, ************ said the damage happened the end of last year. Sounds about right.
  
  Since no one from Grand Appliance was in the home between 3/13/23 and 4/20/23, we referred the customer to GE to address the claim, but when ************ asked us to make the initial outreach on his behalf, we complied and GE claims opened a case for the damage. Ss we are not central to the claim, we have not been updated as to its progress.

  Customer response

  05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

   

  Grand Appliances is an agent of GE. They are legally liable and will be sued in small claims court if no resolved to my  satsfaction. thank you.
  Regards,
  
  *******************

  
  

  Business response

  05/14/2024

  Grand Appliance and GE are separate entities and Grand Appliance did not cause the damage. We asked GE to open a case file and your behest. We recommend contacting ******** claims to pursue the claim, if they have not already reached out.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * We purchased GE ************** from Grand Appliance ******* 4/22/2023 for $1901.50, Sales person ********************* and Store Manager is " *******".* Less than 6 months later the Dryer broke down. We called the store, and told we had to "deal with customer service department"- this process took weeks, and several follow up calls to finally have them send a technician out to diagnose the issue. The technician discovered the dryer was a "lemon" and built with drive belt installed backwards, thus breaking the unit.* October 2023- After more follow up, Grand Appliance replaced the Dryer Unit with new Unit- Same Model * Less than 4 months later, Feb 2024, the New Dryer has broken with same issues and its our opinion that Grand Appliance is selling faulty or rebuilt products.* Over the past two weeks, we have reached out to the Store Manager ******* for help, but he is quickly defers to ***************** We have made 3 follow up calls to **** at **************** for help, only told "someone from repair service will call us", and defers responsibility to GE- the maker of the units.* In addition- We have found broken plastic pieces inside the drum of the The Washing Machine Unit. We have had a terrible experience with Grand Appliance and these Lemon Appliances.

  Business response

  02/23/2024

  What was the outcome of the service call on 2/15?

• Initial Complaint

  02/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had 3 sets of appliances delivered recently, from an online Grand Appliance order. Per attached sales contract my delivery included bringing to each apartment & setting in place. The exact wording was: "Un-crate, set in place, and haul old to garage or curb". When delivered, the drivers refused to do any of the above. The appliances were dumped in the alley for me to uncrate & set in place. The old appliances weren't removed to my garage, they still sit in place & will have to be brought down by me as well. The drivers said they could not deliver, to units for 2 reported reasons:1. Because they cannot take a chance of damaging the appliances, but their standard delivery policy is "Un-crate, set in place, and haul old to garage or curb". It is advertised exactly as such right here on their website:*********************************************** 2. Because the deliver manager added notes to deliver to the garage instead. *************************** was confused on direction to load from the back and would not back off or accept responsibility; only ordering the drivers to leave them in the alley/garage. Strangely, the appliance delivery team stayed on site to watch us uncrate & set in place in each unit. When we finished delivering & uncrating the units, they took *************** them into the delivery team.

  Business response

  02/22/2024

  We apologize for the frustration. The original delivery was completed as instructed on your order, and the exchange of the damaged refrigerator was completed on 2/16 at the new address specified.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January of 22 we purchased a Fridgedair Gallery refrigerator spending around $2800 with warranty . When the fridge was delivered we noticed the doors were all out of alignment and immediately called the **** Store for the complaint to which they were sending a technician to check it out . The service department later sent an email saying the technician had covid and had to reschedule. After a couple more weeks they wanted to come out on the same day because he was in the area unfortunately we had doctors appointments that day and had to reschedule putting us into March. Meanwhile the ice maker had quit working as well. The tech came out while we were on vacation and told our daughter there's nothing he could do about the doors and worked on the ice maker which only worked for a day. Called **** store again and no response. Finally drove to the store to complain and they rescheduled a tech again. This tech told my wife our fridge needs new doors and an ice maker and would get back with us in a couple of weeks. We had to contact the store again as we heard nothing from them yet. They then sent the original tech back out who did nothing but condemn Grand Appliance and said that it was a Grand Appliance problem and not Fridgedair, worked on the ice maker which still doesn't work and left. He was asked to come back and simply wrote on his service call resolved but never even showed up. **** is saying they need to get an approval for a return or refund. We tooare in our late 70's and can't afford to just throw that kind of money out for an inferior product. Just want what we paid for.

  Business response

  01/30/2023

  The manufacturer shared that you canceled with the first servicer and told the second servicer you would do the ********* yourself. The second servicer was out and said that the icemaker was working as designed. We have reached out to the manufacturer about sending out another servicer for another warranty check of the icemaker. That servicer should have already been in touch with you regarding scheduling.

  Customer response

  02/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sales order # ********** On Tuesday 9/14/2021 delivery of Microwave. Microwave was installed and noticed a dent in the door, I went to the store (***********, **) that day to show pictures of the dented microwave. I was told to email customer service with pictures which I did numerous times. I actually asked for a replacement or if I could return the microwave and was told that they could just replace the door. I was told the door was on back order. I went to the store in February 2022 and talked to ***************** manager who assured me he would contact me the following day. Never heard back from him and when I tried calling him numerous times got his voice mail and he never returned my call. When I called **************** talked to ****** who was very rude and told me the door was on backorder and I would just have to wait. I feel like they just want me to give up in trying to resolve this. So, if they send me the door am I supposed to replace it myself? I would like this resolved. Thank you

  Business response

  07/24/2022

  We're sorry for the frustrations. Our records show the microwave was exchanged on 7/20/22. Please let us know if you need anything else.

  Customer response

  07/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  Microwave was replaced.  Thank you so much for your fast response.  I am satisfied.
  
  

  Regards,

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

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are an elderly couple (79 years old) and purchased a new refrigerator from *************************** in ************** It did not work properly the day they delivered and installed it. We have called several times, and they have been out 5 times for attempted repair. It still does not work properly. We have not heard from them since the last time they were here for the attempted repair. They will not return our calls and we feel like they are taking advantage of our elderly status. WE WANT A NEW REPLACEMENT OR FULL REFUND ASAP!!

  Business response

  04/28/2022

  Hi, ******. We're sorry about the service delays and have obtained authorization to exchange your refrigerator. Your salesperson can help coordinate the exchange.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a suite of appliances from Grand Appliance on 11/ 14/21. We had been working with our sales rep for a month to purchase these items at the best price. We originally placed our order for Black Stainless during a black friday sale. 3 weeks later we started reading reviews on black stainless so we asked if we could change the appliance suite to stainless steal. Our sales rep said of course and sent the revised sales order. When I got the sales order it was approx $500 more than the original price. I asked him about this and he said that the stainless steal cost more. I took his word & proceeded with the order.The appliances came in incrementally. First the Washer/dryer tower. Then the stove, dishwasher and microwave. (We had paid for installation of all the products). They brought in everything hooked up the stove and said another team would be out between 2 and 3 to hook up the other 2 appliances. No one came. When I called to find out why I was told that we didn't pay for it. Coming to find out our sales rep never carried over the charges from the original order which would make the total $800 over the original total. This made me question the overage on the changed order. Upon investigation of **** site I discovered that the black stainless was actually less then the stainless. I filed a complaint with CS and was told that I'd get a call back after they investigated. Never did. Today I called CS and they sent me to the store manager who told me the increase in price was because when I changed the order, I had to go with the price for the day of the order change and was not qualified for the black friday sales price. The sales rep never told me that when I questioned the price difference. I have requested that I be refunded to the black friday price on the stainless steal. I was quite upset when talking to ****** the manager because he was defensive. Basically said he would talk to his manager & get back to me. Don't have much faith that he will.

  Business response

  02/09/2022

  We have approved a refund of $1,106.00 to your credit card on CM20-1242. $806.00 is for the price difference, and $300.00 is for the store rebate. The store will be reaching out to credit your card. If you would prefer, please call ************ opt. 1 to speak with a salesperson in the showroom and reference document #CM20-1242.

  Customer response

  02/15/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  11/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I HAVE BEEN GETTING THE RUNAROUND FROM THIS COMPANY FOR FAR TOO LONG. I ORDERED A NEW WASHING MACHINE ON OR AROUND NOVEMBER 6. I PUT A DOWN PAYMENT OF $100 ON A WASHER AND WAS TOLD I COULD PAY THE REST (ABOUT $600) UPON DELIVERY BY ******. I GET A PHONE CALL FROM ****** ON OR AROUND NOVEMBER 19, THE *** BEFORE THE ORIGINAL DELIVERY AND INSTALL WAS TO TAKE PLACE. ****** THEN TOLD ME THAT WE WERE NOT GOING TO BE GETTING OUR MACHINE DELIVERED OR INSTALLED BECAUSE WE DIDNT PAY IN FULL AND THAT WE HAD TO HAVE IT PAYED OFF NO LATER THAN 4 ***S BEFORE. ****** FAILED TO TELL US THIS. IT WAS AT THIS **** THAT I MADE A PAYMENT TO PAY OFF THE BALANCE. I BELIEVE THAT HE CALLED ME THE FOLLOWING MON*** OR TOLD ME AT THE **** I PAID THAT HE COULD GET ME AN INSTALL AND A DELIVERY ON NOVEMBER 27. I WAS EXPECTING TO GET A CALL FOR A DELIVERY ON NOVEMBER 26, BUT NEVER RECEIVED ONE. I CALLED THEM AND WAS INFORMED THAT THERE WAS NOT AN INSTALL SCHEDULED FOR ME FOR NOVEMBER 27. I TOLD THE REPRESENTSTIVE THAT I HAD BEEN TALKING TO ****** AND THAT ****** WAS THE ONE WHO TOLD ME THAT THE INSTALL WAS CHANGED FROM DECEMBER 4 TO NOVEMBER 27. APPARENTLY THAT NEVER HAPPENED. I WAS INFORMED THAT ****** WOULD NOT BE IN UNTIL SUN*** THE 28TH. NEVER AGAIN WILL I GET ANYTHING FROM YOUR STORE AND I AM DEMANDING A PARTIAL REFUND FOR THE TROUBLE THAT ****** HAS CAUSED. THIS IS AT THE ***** IN LOCATION.

  Business response

  12/04/2021

  Hi, ****. As we've explained elsewhere, we require payment in full for retail customers 72 hours prior to delivery. Your order has been canceled and refunded.

*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. ↩