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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased this loveseat for my summer home on June *******. It was delivered 6 weeks later on Aug.17,2023. I contacted the store 2 weeks later explaining the sofa is messed up and was told they would contact the place that made it The Best is the manufacture of the Loveseat. I never heard from the store and went back to my winter home in ******* on Oct. *******. Once in ******* I continued to try to resolve the matter from there to no avail. I returned to ***** where the messed up loveseat is on April ****** and went back to the store to see if they would repair the loveseat that was used for less then 2 months and was garbage and was in need of repair and was ignored by the store and the manufacture. They both said they do not see a problem. So I paid all this money to have this piece of furniture in my home for less then 2 months and it is not their problem? I feel they robbed me of $1743.00 and did not stand behind the product. If you see the picture that is not normal for owning it and using it for 2 months. Customer ********************** is not one of their strong points. Taking advantage of the elderly is. Thank you for your helpCustomer response
08/09/2024
I have not heard from the business in response to my complaint. They do not answer me either. I can not believe they can get away with the way they are running a business selling junk furniture for a costly price.Initial Complaint
07/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a Bertazonni Double Wall Oven (Model PROF30FDEXT) ($5379.45) on 3/3/2022 (invoice # *****). Picked unit up in May, Steves Appliance could not give a deliver date, waiting to schedule when something else was being delivered in our area, so I installed it on June 5 following all manufacture instructions. There was no discount for self-installation or pickup. Assured high quality for price and very rare need for service. Was told the service department was great and would support the unit in timely manner if needed.On 6/9 baked brownies and were not cooked inside, temp was 50 below setting. Reported issue to store and requested service, was told they would schedule when they had other service in area. Advised they would check on calibration process I could do and get back to me. Owner called on 6/11 reported still waiting for information. On 6/15 got text stating ordered thermostat and would schedule service when it arrives, could be a few weeks. No other calls from the store to date. I have called them repeatedly. Now state that a switch is in, but temp probe is not, supposed to do tracking on shipment but will not call me back. Internal temp does not reach preheat when alert states it has, also it fluctuates as much as 75 degrees from setting, up and down during cooking. I have requested a technician multiple times and they refuse to send one. A lot of blaming others for the problems, from federal energy compliance regulations to no service training or schematics from the manufacturer, they tell manufacture what is happening and are sent the needed parts, do not do service call prior to parts coming in. How can a problem be diagnosed without looking at it, could be as simple as a loose connection?We are looking to have the unit returned to the store for a refund, it has not worked correctly since installation. We do not want store credit as they refuse to service what they sell in a timely fashion, full of promises with no action!
Business response
07/26/2022
At the time of purchase the customer was aware that they were out of our standard area, and although we would deliver and service them as quick as possible, there could be a wait - this is why they decided to pick up the unit themselves. When we received the inital complaint about the issue with the cooking performance we called the manufacturer and determined possible causes of the issue so that we could bring parts with us at the time of service and attempt to fix in one trip as to not further delay the repair. Parts come from overseas and can sometimes take a while as they are not stocked near us as the machine does not often require service. The unit is still fully functional however the customer has to simply modify the temperature by 50 degrees to get the cooking result they want. Once both parts had arrived last week we did reach out to the customer to set up a date for **********************.Initial Complaint
04/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a brand new high end washer and dryer front load set. Right out of the box the dryer had issues. For one it didnt have the plastic peel coat on the glass door like the washer did and the glass was all scratched up. I took pictures and sent them to Steves appliance. Then the next day when we hooked it up and used it we noticed the dryer wasnt working correctly and doesnt have the power to **** the lint down in to the lint trap and it just sits on top of the lint trap and clothes. I feel like its a possibility the dryer is either used or defective. I told the owner I wanted to return the set and get a different set thats not defective and I was told I cant return it. I do not think this is right.Business response
04/05/2022
The customer picked up the laundry set at our location in the original sealed fatory packaging, from this we know the unit was not used prior to them taking it home. Once photos of the door were received we ordered replacement parts to take care of this issue. When we were notified that some of the lint was not going into the lint filter we explained that this is usually caused by a resticted vent. Since the customer was the one who hooked the ********************** up we asked them to double check the vent to make sure it was not kinked and also instructed them to try a load with a nylon over the vent to see if there were any obstructions as installation issues are not covered by a manufacturers warranty and we did not want to **** the customer for a repair that was an easy fix. After a few weeks the customer contacted us again to let us know that it still was not working and we set them up for service to replace the new door panel and to check the dryer out and see what is causing the issue. All machines come with a factory warranty and are therefore not able to be returned unless multiple service calls have been performed and the manufacturer decides to replace it.Customer response
04/13/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased 4 major appliances within thenpassed 2 years and have had nothing but problems with them. I have asked for refunds and they refused. I have tell with a rude employee on the service department that had zero respect for the customers and left messages for the owner who refused to return my call. I have been very dissatisfied with these products due to the lack of care or concern. He told me he will not let me talk to the owner and that I will be waiting all day because he wont speak to me. I have been wanted my money back. They have been out several times to repair the washer and it had yet to work efficiently. They refuse to give me the part numbers to order the parts and have someone else service them.Business response
02/03/2022
The customer has complained serveral times about their appliances not working properly - in one instant the dishwasher was full of food, customer was using it as a garbage disposer which is not the intended use and was not a machine failure. Another service call for the dishwasher was removing large pieces of duct tape from the pump, again not a machine problem. Most recently the service call on the dishwasher was due to frozen water lines, again still not a machine issue and the customers lack of understanding how to use the machine properly has probably affected the life of the machine. On the washer which she is currently complaining about we have ordered parts, at the time of service we were told by someone at the residence that machine was overloaded by the daugher, causing it to go out of balance and parts to break that are not a normal part to break - again misuse by the customer has caused the machine failure. When customer has called in to discuss problems she often berates the person who answers the phone and anyone that attempts to help her. We do have a dedicated person in the service department that is able to answer questions and set up service calls as the owner is not always able to take phone calls as he does not handle the service department. Customer has been able to talk to the owner about these problems and has also received the part numbers. At this point it is in everyones best interest for her to contact another service company or the manufacturer directly.Customer response
02/18/2022
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.
His response are absolute lies. I didnt realize he replied. What he says about me using my dishwasher as a personal garbage disposal is very offensive and there has never been duck tape in my dishwasher. They are lying just so they dont have to fix anything. I will ***.
Also I am fully aware of how to use a dishwasher a washing machine a refrigerator and a dryer. Their customer ********************** is horrific I know of several other people who have complained about the same thing. They are lying just to get out of being responsible for their products they sold me
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