ComplaintsforHudson Appliance & Mattress Gallery

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/8 we contacted Hudson Appliance because our dishwasher was not working. They asked us for the make and model of our appliance (which we gave to them over the phone). They explained that they would come out on 9/12 to repair the appliance. They indicated that they would charge $199 when they arrived. A flat rate that would go towards the repair service of our appliance. They arrived on 9/12. After spending a few minutes looking at the appliance, the service provider indicated that he needed to order a part and would follow up with us when they would be back to complete the repair. We confirmed that our $199 payment would be going towards the service repair and we would not be charged additionally for the second visit (except for the part) which would be about $100. Based on this good-faith promise of repair - we paid Hudson Appliance the $199.However, he called us later and indicated that he could not order the part, as it no longer existed and therefore could not make the repair. We asked for a partial refund given that we had provided the model prior to the visit and they should have known before coming out that they would be unable to fix this model. The would not refund us even with this oversight.We feel scammed as we would not have waited for them to come out if we had we known that our appliance was too old to be repaired. We are now out of $199 that could have gone towards a new appliance had we known. In the five minutes that this person was here, he also swore several times (including the "f" word). We are requesting a review of their practice and a refund of the charge (even if partial). $199 is not a reasonable amount to expect a customer to pay for 5 minutes of time.

  

  Business response

  09/14/2023

  Good-morning - First, I would like to thank ******************************* for bringing this issue to my attention. This is not how we do business. It is standard procedure for our Technicians to pre-screen their Service Orders to make sure parts are available. Unfortunately, the procedure was not followed for this case. Our ********************* will be issue a full credit to your card, today.  I would also like to offer a $50 gift card for your aggravation and wasted time. I am probably crazy thinking that you would like to continue to do business with Hudson Appliance but I am truly remorseful for what you experienced. Please feel free to reach out to me if you have any additional questions that you would like to discuss. My cell phone is ************. - *******************.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a diseasher. They came out multiple times because it was not working correctly. Refused to help me and insisted that it was due to.old plumbing. Hired plumber. It was repaired without replacing plumbing. They were rude and disrespect

  

  Business response

  01/24/2023

  ************ purchased a dishwasher from Hudson Appliance in Feb 2022. ************ called our ************ in Oct 22 to schedule an appointment since the unit was beeping constantly. Our Service Technician discovered the unit was leaking from the plumbing which was causing dampness in the dishwasher and the error message. ************ was very demanding that we had to fix it and accused us that it was our fault. The issue was clearly caused by aging plumbing and proved to be by her account of being able to hire a plumber to fix it right away. We never stated that she would need to run all new plumbing.She needed to have a plumber come solder and possibly replace the disintegrating ****** line to the sink. I can understand the immense frustration,  from a clients point of view, when you purchase a new item and you run into issues but unfortunately the overall condition and age of homes is out of our control. We did our best by diagnosing the unit,not charging her, and providing her a solution. It brings me great dismay that ************ still feels that we were rude and not willing to help.

  Customer response

  01/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not except Hudson appliances response that contains nothing but lies. They were out to my home at least 5 times to attempt to stop the leak in my new dishwasher.  Several of their employees told me what a substandard job ************************ did.
  When I spoke to both of the manager's they were rude and unprofessional to say the least. They told me I should replace all the plumbing in my home and refused to help. 
  I shop at family owned businesses but NEVER will step foot in that store again. I expext financial compensation for the plumbers bill. That bill clearly says the job was not done correctly and I did not need new plumbing. 
  Sincerely,
  **************************; 

  

  Business response

  01/26/2023

  ************ stated the problem was fixed by her plumber which is not an issue that Hudson Appliance is responsible for or could do. I truly believe we did help her by letting her know what needed to be done. It is unfortunate that she had two issues happening, being a dishwasher that needed to be replaced (purchased in February 2022) along with plumbing that needed updating adjustments (in October 2022). If is unfortunate that she ran into maintenance issues that happen when you own a home. Again, Hudson Appliance did make an effort to come out and not charge her to see if there was something we could do. 

  Customer response

  01/26/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  2nd response to Hudson Appliance.
  Again, this company sent out service people at least 5 times from Hudson Appliance in order to "fix" the poor workmanship. They did this on each occasion until the last 2 employees came out and told me the work was beyond substandard.
  Not only did I incur the cost of a plumber, but I was without a dishwasher for many months. 
   The work that the plumbet did to correct the poor workmanship involved no plumbing replacement.  And was not required by a plumber!
  This could and should have been done by Hudson Appliance. There refusal and unprofessional service is beyond unacceptable.
  ************************
  

  
  

• Initial Complaint

  02/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted Hudson Appliance a couple of months ago regarding an appliance that we bought from them specifically a washing machine that was within the warranty period. They sent a service technician out about a week later to look at our machine. He wrote up a repair report detailing all of the broken parts and issues that he found. He advised me to contact the manufacturer directly and request a new machine as he stated that many parts are currently back ordered months out because of shipping issues. My husband contacted the manufacturer several days later who told us that the parts needed were not on back order and that they did not have a service request filed by Hudson appliance for our machine and that they NEVER replace the machine if it is fixable. We contacted Hudson appliance again and were told they were waiting on the parts, and would contact us when they were in and they could come back out to repair the machine. It has now been a couple of months, we have left one message with no return call and have not heard back from anyone at Hudson appliance. In the meantime we are a family with five children and our washer is not working.

  

  Business response

  02/22/2022

  Hudson Appliance understands the importance of servicing products in a timely manner. Unfortunately, we have been at the mercy of many manufacturers with back logged parts. Speed Queen may have stated to the customer that all the parts are available but there was one part that was on back order last month and is still currently on back order as of this morning. We do not like to use other manufacturers' parts but our ****************** has found an equivalent replacement for the need. The Grants are scheduled for the follow-up Service Call tomorrow 2/23. If we can't get them up and running at that point, we will be sending a loaner machine over for them to use. We do apologize for the delay but this call has been given high priority. For any further questions and concerns, please feel free to reach out to ******************* - *************************************************** Thank you for bringing this issue to our attention. We need to get this family up and running again!

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