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Complaint Details
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Initial Complaint
07/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
** washer dryer set was ordered from Boston Appliance on 8/14/21 on invoice ****** in the amount of $1,770. The order included delivery, setup, installation, and test. The product was delivered on 4/8/22 but installation was incorrect, leading to severe water damage to my property. I signed no waiver committing that I, nor any representative or contractor of mine, would finish the washing machine installation correctly. It was later found that the washing machine drain hose was not installed during installation by Boston Appliance. The drain hose was still secured to the washing machine. A major water leak resulted when the washer was later tested, damaging the new floor and baseboards of the walls surrounding the washer. 140sq-ft flooring and 50sqft baseboard trim, require replacement at a cost of $490.58 in material and $750 in labor.I e-mailed Boston Appliance Vice President and Appliance Consultant photographs of the water damage and evidence the drain hose was not installed. Vice President committed to discuss with Boston Appliances delivery-installation team and submit a damage claim. Boston Appliance later forwarded photos and installation paperwork from the day of installation clearly indicating that only partial installation occurred, and the drain hose was not installed upon delivery by Boston Appliance. Boston Appliance packing slip ****** for this service highlights delivery, setup, stack, and test of both washer and dryer were included as part of the original $1,770 order. Appliance Consultant committed by email to have either Boston Appliance President or ********************** me to discuss the claim. No such call was made. I have left numerous voicemails and sent over 20 e-mails to Boston Appliance requesting status. All have been ignored. I am requesting help to recover damages from Boston Appliance as a result of incomplete and incorrect installation as agreed upon purchase and delivery of the product.
Business response
07/12/2022
We spoke to the installation company. We delivered a laundry pair that was only able to be partially hooked up by the delivery company dude to a missing stack kit. Our install company dropped off the stack kit and it was agreed that the customer's contractor would stack and complete the installation. It is our understanding based on the signed delivery paperwork and pictures taken at the time of delivery that on the finished install by ******************* contracter failed to secure the drain hose which ultimately caused the damage. The delivery/install company did not cause the damage to ******************* floor. This information was communicated to *************** via phone call and emailCustomer response
07/13/2022
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.
Boston Appliance statement is untrue. The issue at hand is regarding the washing machine, which Boston Appliance absolutely installed as evidenced by the photographs, paperwork and signed documents. Installation of the washing machine is unrelated to the dryer, which Boston Appliance also failed to install per the purchase order and invoice. Regardless, when Boston Appliance installed the washing machine, the hot and cold water connections were made, but by mistake, they did not install the drain pipe. This led to the flooding and subsequent damages when the unit was turned on. Photographs supplied by Boston Appliance at the time of installation clearly show the washing machine installed with both hot and cold water connections, but they failed to install the drain pipe. I made no statement that anyone else would complete the installation other than Boston Appliance. Boston Appliance walked away from completing this installation per our agreed purchase order and invoice, and as such, led to significant damages to my property. I am not requesting compensation for the failure to complete the dryer stack, only that Boston Appliance or its installation subsidiary compensate for the damages suffered by an incomplete installation of the washing machine.
FAQ
Regards,****
Business response
07/13/2022
Who stacked the laundry and completed the install? It was not Boston Appliance. The customer knows this. This has 100% been communicated.Customer response
07/14/2022
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.
The installation of the washing machine was completed by Boston Appliance. I signed for this stating it was complete, as evidenced on the paperwork which Boston Appliance has in hand and has forwarded to me. By me signing the installation was complete, I was under the impression the washer was in full working condition, tested, and done correctly as the paperwork states it should be. Photographs sent to me from Boston Appliance clearly show that the installation was complete the day of delivery. These were Boston Appliance photographs and paperwork confirming the washing machine was installed. Again, these photographs from Boston Appliance show the hot and cold water lines hooked up and the washer positioned in place and they show the drain hose was not installed. The error was that Boston Appliance did not install the drain hose but as I am not an appliance expert, I did not know this. I am unclear why Boston Appliance continues to refer to the dryer which is a completely separate appliance and unrelated to the washing machine installation. Boston Appliance was paid to complete a full installation of the washing machine, and this was confirmed on the packing slip writing, and they did not so, with no understanding or explanation. Again, I signed a form stating that installation was complete when Boston Appliance delivery team left, which meant that I understood installation to have been 100% complete and done accurately. Unfortunately this was not the case because the washer was installed incorrectly by Boston Appliance. This led to significant flooding and damage to my properly. Boston Appliance has sent me their own photographs & paperwork confirming the washing machine was installed by their team and without a drain hose installed. This confirms the error on Boston Appliance part and I have suffered damages as a consequence. I have tried to resolve this peacefully with Boston Appliance with over 20 emails and more phone calls and voicemails. Boston Appliance is refusing to discuss with me and avoiding explanation of why they improperly installed a washing machine which was signed for as "complete".
FAQ
Regards,****
Business response
07/21/2022
It is our understanding that when our delivery team returned with the stack kit to complete the installation they were not allowed to do so and were informed by *************** that his contactor would stack the laundry and complete the installation. We are being told by the delivery company that they were not allowed to complete the installation. We feel we are being blamed for a mis-step by *************** and his contractor. We want to help, but we also don't feel that we are by any means fully responsible for the issue and are not under any circumstance responsible to pay. *************** has refused to say who in fact completed the installation, knowing for a fact that it was not Boston Appliance. He has repeatedly attempted to strong arm us into paying for a mistake not made by our delivery company. It is very unfortunate. We are willing to help, but are not willing to pay the amount that **************** is looking for. We will not respond any further to this. If **************** wants to except some responsibility for the issue we will work with him. He knows the agreement he had with the delivery guys on return and he also states he paid for delivery and install...which he definitely did not. ***** services were offered as a courtesy and no payment for these services were made. Again, we are willing to work with ****************, but we will not pay the figure he is looking for. We feel bad for what happened and agree that there may have been a miscommunication with the delivery team when *************** told them that his contractor would "finish" the install. Obviously the install was not completed correctly, but *************** insists it was us who stacked and competed the install when he knows that it is 100% not true. We have given *************** the full contact info for our delivery company. That info is also available on every copy of our sales invoices. He is more than welcome to dispute this reply as well and file a claim with his insurance company, who will in turn file a claim with the delivery company. It's up to him. I will state one last time that we are willing to accept some responsibility for the miscommunication on delivery but we will not pay the amount he is demanding as we truly believe we are not at fault here. We aslo feel very strongly that **************** knows that his version of events are not 100% correct, which is definitely disappointing. We will work with you to put this to bed if there is a fair resolution for all involved.Customer response
07/25/2022
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.
No statement by me has been untrue, despite Boston Appliance making this claim. I never stated Boston Appliance stacked and installed the dryer on top of the washer, although Boston Appliance states in their recent response I made this claim. I have only described and disputed the installation of the washing machine. Boston Appliance is attempting to twist facts and confuse arbitrators in this claim by introducing information about a dryer that is irrelevant to my claim on the washing machine appliance installation.
No one instructed the delivery team to walk away from the delivery. This is untrue and makes no logical sense. Full installation and test of the equipment by Boston Appliance was part of the overall service on account of over $40,000 in appliance purchased by me from Boston Appliance in 2021. The delivery team was lazy, disregarded care in handling my appliance, and even damaged the washer as shown in photos to Boston Appliance and documented by Vice Present of Sales, ******************* when he and I spoke on April 20, 2022. Paperwork does not reflect this damage as ****************** stated it is common and has no effect on the operation of the unit Nonetheless, Boston Appliance statement of anyone instructing the delivery team to leave the units uninstalled is untrue.
I will respond to Boston Appliance question regarding he dryer despite it having no relevance to the washing machine and my damage claim. The stack of the dryer on top of the washer was completed by me, the homeowner. I was left with no choice since Boston Appliance walked away from this installation of the complete service. I completed the dryer connection to the exhaust duct and stacked the dryer. No water lines are connected to the dryer. However, this had no effect on the washer which Boston Appliance installed and caused the damage to my property. I was given assurance when signing the delivery paperwork that that the washer was fully installed. This paperwork was provided to BBB and reflects installation was complete for the washer. This claim is only regarding the washing machine. As I have stated in all my responses, the stack of the dryer has nothing to do with the installation of the washing machine. The delivery team made no claim to me the washer was not fully installed. Paperwork and photos confirm this, and I had no idea they did not follow their standard installation procedure and forgot to install the drain hose of the washer which flooded my basement, risked a mold situation in my house and required replacement of baseboard and new flooring.
I am unable to create a claim with Boston Appliance delivery team as I had no sales/purchase contract relationship with that company. All orders, payments, and negotiated services (e.g., installation) was conducted directly with Boston Appliance and myself. Hence Boston Appliance should be creating the claim regarding the washing machine with their delivery team.
This claim has solely been about the washing machine. I have provided the costs of damages and have not received any email response or phone call response discussing compensation values. I have tried to discuss this with Boston Appliance over 20 emails which I can provide as evidence and have phone records showing how many times I tried to speak with someone at Boston Appliance to discuss options. I have not tried to strong-arm anyone, rather, I have tried to peacefully discuss, and Boston Appliance has taken an approach to ignore damages caused by their sub-contractors. I was told by email from ************ that Mr. ****** CEO would contact me; this did not occur. I was told by email ****************** would return a phone call to me; this did not occur. I also left numerous voicemails with ****************** who never returned a phone call nor email. I was told by ************ that ******************** would return my request to speak with someone; this also did not occur.
****************** ************* Mr. ****** and ******************** - please propose a fair resolution, which is what I have been requesting of Boston Appliance since April 20 when I first reached out and provided evidence of the damages. I have gone above and beyond trying to resolve this issue and speak with someone at Boston Appliance who can help. Boston Appliance has done significant harm to my property as a result of their carelessness and lack of communication with their subcontracted delivery team and has refused, since April 20, to discuss any value of compensation or propose a solution.
FAQ
Regards,*********************
Initial Complaint
01/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered and paid 20K for appliances in August 2020 but have not received two of them (refrigerator and sipped oven). I’m unable to obtain any information from Boston Appliance and the salesperson I’ve been dealing with. I’ve contacted the manufacturer, Jenn Air, and they’ve referred me back to Boston Appliance because they would have all the information I’m looking for. The owner, Christian, was suppose to look into the matter months back, but never did. The appliances have been on back order but Jenn Air states that the representative of the appliance company could obtain a secure date for delivery. These two appliances have significantly increased in price so if I’m refunded from Boston Appliance and purchase elsewhere, I’ll be out additional money. Boston Appliance has had my money since August 2020 and have completely forgotten about my order and refuse to look into the matter.
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