ComplaintsforBonnycastle Appliance & TV, Inc.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased new refrigerator that the ice maker and water have never worked. I have had 6 service calls and now they want another service call May 1st. They tell me there hands are tied by GE and that their rep from GE can't do anything! This is just crazy! Please help!

  

  Business response

  04/26/2023

  We have spoke with **** **** multiple times and have done nothing but try to rectify the situation. Manufacturer's make us set up service calls when there is an issue so they can attempt to fix the problem before they just replace it. I hate it as much as the customer. So we understand and can sympathize with customer's who spend their hard earned money on appliances, only to receive something that has issues. **** ****** icemaker did not work. That was the problem. Because of the location of the customers home, GE sent a 3rd party to perform a service call. They made matters worse and damaged many things internally on the fridge door. Once **** **** made me aware of the problem, I immediately ordered a new door and had it shipped to her home. We also got a dependable service company to go out and attempt to fix the problems the other service provider caused on the first service call. I know this isn't ideal for the customer but this is the process the manufacturer makes us follow. Unfortunately, the service company went out, after ordering 14 parts, but could not resolve the problem. That was yesterday 4/25/23. She had a case number from GE. I told **** **** I will do what I can to try and get a replacement but ultimately GE is who approves the replacement and they need to do what is right and replace the fridge. She threaten legal action against all parties involved. All we are doing is trying to help, we did not build the refrigerator. Nevertheless, after spending over an hour on the phone w/ my reps boss I was finally able to get the approval to order a replacement. So in closing, I understand the customer was irritated that her icemaker hasn't be working since it was installed back in Nov. 2022. Within one week of her making contact w/ me I went above and beyond to fix the problem and even spoke with her today to give her the good news I was able to get it replaced.  

  Customer response

  04/28/2023

  
  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

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date Aug 26, 2022 $ $ 1 515.00 @ *********** Model *********** ****** * ******** ** **** * *********  Honest & Fair GE approved repairs + parts ordered Nov 7, 2022 Unit no longer being produced Parts on order but no timeline for them. Nobody wants to help us. They keep saying we need to talk to GE Brand new equipment that only ha 1 round now working.

  

  Business response

  01/10/2023

  We apologized for the issues with Mr. *****'s cooktop and set up a service call with Honest & Fair. Typically, if there is a problem with a product the manufacturer requires us to have a service call, identify the problem and order parts, before they even consider a replacement. Which is exactly what *********** did. However, the customer ordered a cooktop that was on closeout for a great price. Per the service provider, the parts were on back order with no current lead times. We understand the customer's frustrations when it seems there is no lead way when waiting on parts. Unfortunately, those things are out of our hands. Once management was made aware of the problem, we did try to expedite the parts through our regional representative at GE and she could not get them any faster either. Since *********** wasn't making any progress, we did offer to upgrade Mr. ***** to a Cafe model and would install at no cost. We emailed back and forth and even asked, if him and his wife would like to come into the store because we had the model on the floor. That way they could see it in person before agreeing to swap the cooktop. They never came in. When we reached out the following week, we were told by Mr. ***** that the matter was resolved and didn't need our help. 

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action 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. Please respond here ONLY]Part of what was supplied was what happened, but the response only came once we complained to the BBB. We were told by ***** ****** employees that we were on our own that they could not do anything. We were never once told that this was a clearance item and when we looked around for pricing they were more or less all the same pricing on the open market. We went with ***** ****** only because we had purchased from them in the past.

  We didn't accept the offer for another stove top because by then we had GE replace it on our own, no thanks to ***** ******.
  
  Regards,
  
  ****** *****

  

  Business response

  01/16/2023

  Mr. ***** is correct. Management was not aware of the problem until the customer filed with the BBB. We can't fix a problem we aren't aware of. We hate you had a bad experience with our sales person and that's not how we do business. We tried to correct the issues, but it seemed it was to little to late. For that we apologize! 

*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. ↩