Complaints

This profile includes complaints for Manny's Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Manny's Appliances

  51 River St Greenfield, MA 01301-3116

  
• 

  Manny's Appliances

  120 Fountain St Framingham, MA 01702-6211

• 

  Manny's Appliances/Breakaway Retail Enterprises

  93 Park Ave Keene, NH 03431

• 

  Manny's Appliances

  41 Russell St Hadley, MA 01035-9422

  
• 

  Manny's Appliances

  1872 Boston Rd Wilbraham, MA 01095

  

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:03/10/2025

  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.

  We purchased a Frigidaire oven from Manny's in November and have had nothing but problems with it since. We have had three service calls in four months - one from the manufacturer, two from Manny's it still doesn't work. It has been recalibrated and the board has been replaced - the oven will not hold heat. Apparently, this is a known issue with this model. Two and a half weeks ago, a salesperson from the Shrewsbury store said they were going to "reach out to [their] regional manager to see what we can do." I have heard nothing further from them since and there has been no response to follow up emails and phone calls. Two days ago I spoke with another salesperson who said I'd need to talk to the service department I then spoke with someone in the Service department who said their manager would call me the next day. They did not. At this point, I either need someone from Manny's to definitively tell me "Yes, we sold you a defective oven, we are keeping your money, congratulations on your $800 paperweight," or "That *****, we're sorry, here is your purchase price refunded in full and we'll send a crew to get it out of your house so you can get an oven that works." I cannot, for the life of me, understand why Manny's thinks it's okay to let this go on for a third of a year. For an appliance store, a return is a write-off on the year-end business taxes and the option not to carry this particular model of oven in the future. For a customer, it's a daily source of aggravation, trying to cook with an oven where the only way to keep it at a consistent temperature is not to put any food in it. This is the third appliance our family has purchased from Manny's in as many years, entirely due to the excellent quality of service we've received with those previous purchases, and I am absolutely baffled by the amount of indifference and runaround we're getting.

  Business Response

  Date: 03/10/2025

  Manny's service went out on 12/18  and wrote this comment on the service ticket   " 12/18 COULDNT REALLY FIND ANYTHING WRONG. ORDER CONTROL AND SENSOR?"   We went back out on 2/3 and installed the 2 parts. That's one service call, not 2 service calls. Frigidaire ranges have about a 38 degree swing. Higher or lower. So if you set your oven at 400 degrees, you will be between 362 &  438 at any giving time. I love when customers say we know have problems or issues with appliances. |I just spent 10 minutes researching this model on the internet and found nothing. I did find it had a 4.7 out of 5 star review everywhere . I am extremely curious to hear what FRIGIDAIRE wrote when they went out and serviced the range. Did they also found nothing wrong? I would need this info before any further action on my part. Also, what is the customer using if anything to determine the oven doesn't work properly. I really want to resolve any issues I can. Jim B******

  Customer Answer

  Date: 03/10/2025

  Complaint: ********
  
  I am rejecting this response because:  Last Friday I spoke with the manager of the store where we purchased the oven.  He apologized for the "nightmare" we've had with it and said a service manager would be reaching out to me Monday (today) to arrange the refund and schedule a pickup for the defective oven.  This reply is not that.  Again, we had three service calls - not two - one from the person Frigidaire sent out, who tested the oven with an electric thermometer and suggested we purchase analog oven thermometers to track the oven temperature, which we did.  When the oven still didn't hold heat, we called Manny's, who sent out a service person on December 18th, 2024.  He recalibrated the oven.  That did not fix the problem, so we contacted service again and the board was replaced on January 31st, 2025.  When that didn't work, we emailed service again to let them know and request a refund or replacement and included with our email a sample of the negative reviews found online referencing this issue which I am including below.  I'm not really sure why you're giving us such a hard time about this.  The oven is defective - it does not hold heat.  It hasn't worked for four months.  We've spoken to over half a dozen people from Manny's about this.   This company has over $7 million in annual revenue - I have no idea why they'd be holding on to our $800 with such a death grip and arguing about it online rather than just refunding our purchase price and taking this defective piece of equipment out of our home.
  

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

  Business Response

  Date: 03/10/2025

  I just want to start by saying the customer did not have 3 service call as she previously stated. We had one complete service call from Manny's. She forwarded me the telephone conversation she had with Frigidaire, NOT A SERVICE CALLL FROM FRIGIDAIRE. A telephone call. She did not do anything Frigidaire instructed her to do on the phone to trouble shoot the problem. She just insisted they get her a new range. I would like ******** to allow Manny's a 2nd service call. We will give her time to prove it takes an hour & a half for the oven to reach temperature. How small or big a company is shouldn't matter. The fact is Manny's service went out twice. On Dec 18th, found nothing wrong. Ordered a couple of parts. Came back Feb 3 installed the parts... Tested & worked fine, AGAIN,,, That's twice we were in her home & the range performed as expected. So for her to say it never worked........ I would disagree. Jim B******

  Customer Answer

  Date: 03/10/2025

  Complaint: ********
  
  I am rejecting this response because: At the request of a different manager, I forwarded *** an e-mail thread going back three months with Manny's Service Department detailing the ongoing issues with the oven.  I also forwarded a 20 page *** of two days of online chats with Frigidaire customer service.  It's a lot to go through, so I understand if he missed some things.  Frigidaire sent out a service person with an electronic thermometer who saw that the inside temperature was different than the display temperature.  He told me to purchase two analog oven thermometers - which I did - to see what temperature the inside of the oven actually is.  Then he left.  When I went back to the Frigidaire customer service chat the next day to see if they would replace the oven, they said the service person told them he had recalibrated it and it was fine.  He did not and it was not.  This is all in the *** I just sent.  Manny's has already been out here twice.  The first time they recalibrated the oven, the second time they replaced the board and sensor.  I have been dealing with this defective piece of equipment for four months.  Every person I've spoken with from Manny's has said they needed to talk with their manager and get back to me and didn't.  The most comprehensive response I've gotten so far is Jim here calling me a liar.  The other manager I spoke with today told me "There's no lemon laws for ovens."  I have been patient, I have gone through channels, I have followed procedures and no, I'm not going to entertain another 90 minute service call to prove what I've already documented.  The oven doesn't work.  It hasn't worked since we got it.  There is a lengthy paper trail to this effect.  For years, Manny's was the gold standard in local appliance stores.  Two years ago it came under new ownership.  If you look at the complaints on the BBB page, 75% of them are after the ownership changed hands - mostly people taking exception with non-functioning equipment or slow service times and Jim cyber-yelling at them.  The reason we went with Manny's instead of a big box store was due to their reputation for outstanding service.  It looks like they're going to stick us with this lemon.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 03/10/2025

  Please set up a service appointment with Manny's. If its found to be faulty I will replace it. We found it preforming OK & it sounds like Frigidaire did as well. You might be comparing it to your last range. Our service# ************    

• Initial Complaint

  Date:12/10/2024

  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 would like an exchange of my washing machine. I purchased in 4/24. It has been broken at least 6 times. Its obviously a lemon. They do service it but it takes at least 2 weeks for it to be repaired. I have owned the machine for 8 months and out of that it has been broken for 3 months

  Business Response

  Date: 12/11/2024

  I'm sorry you are having problems with your Whirlpool washer. Talking with our service department this morning, if I am correct, you have a working washer right now. I attached a service bulletin from *********************. They are aware of the issue & has a "FIX" for your problem. We have the kit on order and will contact you when it arrives. If this does not solve the problem, please contact me directly.... *** *******

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  Bought refrigerator July 11, 2024. Yesterday the compressor started making a bad sound every 4 min or so. Now it is not cooling the refrigerator. Both freezer and refrigerator registering above 50. I would like a full refund and for Manny's to remove the refrigerator.

  Business Response

  Date: 12/02/2024

  I'm sorry you are having issues with your Whirlpool refrigerator. I apologize, the first step is to have our service department look at the refrigerator. it has a one year parts & labor warranty from *********. I noticed you have not contacted our service department yet. There is no service work order on file.  I e-mailed your invoice to them this morning. They should be calling you today. We have to determine what's wrong with the refrig before contacting Whirlpool and asking for an exchange. It could be something very simple. Our service# is ****************. Please feel free to contact them $ schedule a service call, if you do not hear from them first.

  *** *******

                            

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased an LG refrigerator in 2021 with an extended warranty. It stopped working. Contacted Manny's for repair on October 12. They have since been out to attempt to repair it twice unsuccessfully. Now they are telling me that parts will not arrive until at least November 13 and they will schedule another appointment to attempt to repair it again. We have been without a refrigerator for going on 5 weeks now and we won't know anything further until at least November 18. This is unacceptable. They should replace the fridge if they could not fix it in a timely manner. I have requested to speak to a manager 3 times. Each time I was told that a manager is not available and they will call back but never do.

  Business Response

  Date: 11/12/2024

  I apologize for the longer than usual repair time. In your case, the compressor stalled. Because it stalled, the main board was damaged. The first service call found the damaged board. There was no way to know at that point the compressor needed replacing. We found that out when the board was replaced. We see a lot of this with electrical spikes. I checked & your service call is set up for November 18th. I would offer a loaner fridge if you need one. The service manager is Mike P. I am the general manager, Jim B... If there is an issue on November 18th, after the service call is completed, please call me@ ************

  Customer Answer

  Date: 11/18/2024

   
  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. I am still extremenely disappointed that it took almost 6 weeks to repair my fridge.

  Thank you for your assistance with this matter.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Called service several times and just got an answering machine---left messages and there was no return call. Following week went to ********* store spoke to person about service his reply was "Why not ******* it and fix it yourself" this was after he tried calling service several times Needless to say I left Week later got a call saying an appointment has been scheduled for service-this was after an email was sent to the company Service showed up--took washer apart--of course didn't have parts--charged $150 for the call--no receipt/no estimate for repair cost--left washer apart and left. Called service again got an answer they said they would email receipt and estimate--still have not received anything This is a prime example of a business that can't handle so many stores

  Business Response

  Date: 10/24/2024

  First... I researched to find your service invoice... I can't find a service ticket under your name, email address, phone# or town. 2nd.. when you scheduled service, you were told about the $150 diagnostic fee upfront. If parts are needed, we would come back for a $35 fee and install the parts..I'm sure you agreed to this before you paid the $150. Sometimes our service goes out & the parts cost more then a new one. We still charge $150 diagnostic fee. And again, you were told this upfront when you scheduled service. Do you realize how many brands & model numbers are out there. How many parts there are. There is no way we can carry all the parts needed for every appliance ever made. When our service department orders parts, we use the customers last name for a PO#. When that part comes in we know exactly who it belongs to & who to call. I apologize about not being able to get through to talk with someone in our service department.. If you left a message, you should have received a call back. Answering a service call, answering the customers questions, writing the service ticket all takes time. Our employees who answer the phones do the best job possible. They are hard workers. We are adding service techs & office personal all the time.

  Jim B 

     

  Customer Answer

  Date: 10/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never able to talk to service they left a message saying when they were coming out-a days notice--I did not schedule it---They (service) did Not leave any details on pricing---I realize they can not carry all parts but it would be nice if some idea of time line would be given and cost of repair--Since your service people don't carry any receipts for payments I was told by service, after many attempts to reach them, that they would send an email with amount paid and cost of the repair that afternoon-- but days have passed and I still have not gotten anything. 

  I will give Manny's all our information again so maybe you will be able to find the work ticket:  ***** and **** ********

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

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

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

  Business Response

  Date: 10/25/2024

  We will agree to disagree.... I don't want to get any customer of Manny's upset. Telling a customer by phone message & then showing up is not a good business habit. That's something we just don't do. Show up at a customers house without confirmation that customer will be there. Did your part come in? are you waiting on a part still? I could wave the part installation fee.   

  Jim B

  Customer Answer

  Date: 10/25/2024

   
  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. If install fee is waived and if the part has been ordered--which I don't know if it has been or not---I haven't received any information about the repair that would be fine.  I do want more then a days notice for date of service.  It is a very disappointing turn of events that I had to file this---we have bought several items from Manny's but to be told to look it up on ******* and do it yourself was the topper.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/24/2024

  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.

  Walked into Mannys Appliances, ******, ** on Sept 16, 2024 in search of washer and dryer. Through October 2024, I found what I wanted and at the listed sale price for ****Energy Saver front load washer $674 and front load electric dryer vented $269. Both are white appliances with dark transparent doors. They were stacked on top of each other but they were not attached. There is a separate kit for that. When I approached the manager at the front desk, he told me the prices were incorrect. As he searched area pricing, he gave me a verbal quote of $780 washer and $785 dryer, free delivery. I took a photo of the product and wrote down his verbal quote for reference. He refused to sell me both washer and dryer at listed sale price.

  Business Response

  Date: 09/24/2024

  Manny's is an eleven store chain. All 11 of our store have electronic tags. Pricing is automatically updated & changes 5-6 times a day. Manny's does not do the updating. It's through a company in ********, **. Occasionally that company has a clitch in their system. On that particular day, ALL GE PRICING was wrong. There are about 100-150 appliance stores in *********** that uses this same PRICE TAG company. All of the stores had the same problem on that day.  As soon as the ********* store discovered the issue, we posted a disclaimer in our front door. I'm sure ****** did something similiar as soon as they encountered the problem. I apologize for this issue but it was totally out of our hands. I attached a pic of today's pricing. Feel free to reach out to me. *** ******* ************       

• Initial Complaint

  Date:07/16/2024

  Type:Product 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.

  When I purchased my kitchen appliances there was a rebate. For which I was given the name of the company The rebate companies name is ****. **** sent me an email stated they received my claim and said it could take 16 weeks to process. So I am just now trying to figure out why I never received my 300.00. Mannys is saying to talk to **** and they are saying to talk to mannys They say I need the promotional flyer which I did not receive. I told mannys how would I have known to contact **** if they didn't say to submit my rebate. I want to make sure that other people are not getting scammed like this

  Business Response

  Date: 07/21/2024

  First thing.... I apologize, I have been on vacation.. I attached the rebate form to this response.... is this the rebate the customer submitted for? There was a time when a salesman could submit customers rebates. The rebate companies put a stop to that by sending a code to the customers cell phone to continue.   Saying that we could certainly help research it.  I tell customers to check their spam folder for an email from the rebate company.  Stephanie or I would be happy to help. When a rebate is submitted, a claim reference# is given. Without that # there's nothing I can do....  My cell# is ************  my name is James B.

   

• Initial Complaint

  Date:06/21/2024

  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.

  Purchased a brand new ****** Washer in April of 2024 and when the delivery guys opened the box, it was clear that the door to the frig had two dents I was told the door would be replaced in 10 days After numerous calls to Manny's I still do not have the door replaced And was told that it was not their problem but ****** When I said I purchased from them, I was rudely told that it takes 6-8 weeks due to a problem at ****** I would like to either have the door replaced or get my money back

  Business Response

  Date: 06/21/2024

  **************** purchased and was delivered on Aril 19th a Maytag stainless steel refrigerator from Manny's. It arrived with damaged to one of the doors. We offer our customers a damaged allowance or new doors. *************** chose new doors. We ordered the door and it came in damaged. The 2nd door also arrived damaged. We are waiting on the 3rd door from **********.(********** owns ******) *************** was told that the first 2 doors arrived damaged. I could not find the employee that spoke rude to him, I do apologize for that. That's not who we are.  We did not forget about him...we are not ignoring him... we just did not get a perfect door for him yet. It is true, Manny's has no control of when ********** will ship the next door. I am told the 3rd door was ordered on Jun 4th or 6th. ETA could be as soon as a week. I will do my best to get the "perfect" door installed ASAP. Hopefully the 3rd door would be perfect. If not, I will have to take a different direction to correct this issue. Please call me @ ************ if the 3rd door is damaged. .*********************

• Initial Complaint

  Date:05/21/2024

  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 bought a new washing machine (approx $1000) about 7 months ago, its still under the original warranty. I have had to call and get service on it about 7 times since I got it and have had to reset it myself more than 10x. Mannys has been unresponsive with solving this issue other than sending repair techs out to fix it. I have asked for a replacement washer or to have the underlying issue resolved and I get the run around. I have left multiple voice mail messages with both the service **** and the store in *****, ** where I bought it, without any resolution. I havent been able to unlock the lid of the washer since yesterday and my wet clothes will sit in there until they come out on Friday. Im sure theyll be ruined. I just want a new washer that actually functions.

  Business Response

  Date: 05/21/2024

  ****** is absolutely correct. Seven service calls is way to many. I will reach out to her today & have her reselect a new washer.  *********************

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  Over charge erroneous fee on credit card . Mannys not giving an adequate reason for the charge

  Business Response

  Date: 02/15/2024

  It looks like to me... **** purchased a ** front loading washer & ext warranty on it was delivered Jan 3rd.... She had problems with that washer & switched to a ****************** that was delivered on Jan 12th. The ****************** cost more than the ** washer & the 5 year warranty. $172.64 more. That's the charge **** must be disputing. Both invoices are attached to this responce.   Jim B***********