Complaints

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:07/31/2024

  Type:Customer Service 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 ordered appliances and kept getting the run around in when the would be shipped and delivered. That finally happened my microwave came damage and they will do nothing to rectify the issue.

  Business Response

  Date: 08/02/2024

  To whom it may concern:
  
  We are sorry to hear ******************** believes we gave him the run around on shipping his special order items purchased online June 14,2024, order #uI6195.  We informed him his order would ship by July 16, 2024, which all items, except the refrigerator, shipped that day and delivered July 26th. Unfortunately, the refrigerator arrived to us damaged July 5th and we informed him we would need to re-order however, we would ship the others items once received.  US Appliance paid extra for a split shipment to get these appliances to him as soon as we were in receipt.  The refrigerator shipped July 22nd,which he was informed the carrier will contact him once received and we sent him a link to track the shipment.

  He contacted us July 31st reporting he installed the microwave but it had damage to the back bottom corner but was not super noticeable and requested credit to keep it as is.  With the damage not reported to us in compliance with our delivery policy to report damage within 1 business day of delivery and signing the delivery contract clear of damage, regretfully we could not issue a credit.

  He signed the delivery contract questionnaire July 26th checking off YES to Was your merchandise received in good order and checked off NO to Was there any packaging damage to the external package.  US-Appliances 24-business hour policy to report damage is noted in several areas to keep the customer well informed of our policies.  This is noted on our website where he made the purchase, it is noted on his invoice emailed to him once order was processed and noted in a detailed tracking email sent to him when order shipped July 16th and July 26th.
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:06/28/2023

  Type:Delivery 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.

  Order #****** Sunday, April, 16, 2023 No shipment, multiple phone calls always the same response, "its going out next Thursday" or "it's in home delivery, that takes longer". Cancelation of order after they promised a email or call today (06/28/23). ***** the representative was asked to escalate the issue and I never heard from any Manger. Even changed to a more expensive refrigerator for their ease of getting it.

  Business Response

  Date: 06/29/2023

  To whom it may concern:
  
  We are very sorry Mr. ********** order did not ship as soon as we anticipated.  This freight had to transfer from our main warehouse to US-Appliances warehouse.  ********************** had requested and paid for In-home delivery.  We did explain our In-home delivery company does take longer to ship as they only pickup from us one time per week.  We also state this on our website, where he made the purchase; ************* for in-home delivery may be extended due to high shipper volumes.
  
  Unfortunately, we could not ship his order in the timeframe expected so we cancelled his order and credited him the full amount due.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  
  ***********************

  Customer Answer

  Date: 06/29/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  **************** or to whomever in customer servicd that responds; you state it is well documented on the website, so lets once again remove any blame from the company. Then state it had to ship from a main warehouse to another, but the lack of disclosure of any updates, or contactt by a manger when requested, is not away you keep or make customers. Nor do you mention that I called at least seven times, and even upgraded a refrigerator to ease the wait time, nor the reason I was lied to twice about shipping out of said items. US Appliance just blamed me for requesting in home delivery. I believe you skirted around the complaint.
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/30/2023

  To whom it may concern:

  
  ********************** did contact us numerous times to get more information about our In-home delivery carrier and the *** of shipment.  He also upgraded his refrigerator for a better *** to us.  We are very sorry Mr. ********** order did not ship, as he was informed several times by our sales department it would ship with our In-home carriers next visit to our docks.  Unfortunately, our attempt to force the shipment did fail.  On June 28, 2023, we informed ********************* this was going to ship that day and understandably, he cancelled the order and we issued him a full refund.  We certainly do not intentionally give our customers false information and are sincerely sorry this did not ship when anticipated.

  
  Thank you for your time and attention to this matter.

  
  Sincerely,
  ***********************..

• Initial Complaint

  Date:01/22/2023

  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 order appliances from US appliance and was sent damaged appliances, we installed them after being told there is nothing they can or will do. Then when installing them after our kitchen was finally ready I noticed that the appliances were NOT the one ordered. I was sent a cheaper c*** dishwasher it should have been the stainless steel inside with handle and hidden switchboard. I was sent a cheap plastic model with NO handle and exposed switchboard. The serial numbers are NOT correct either.I ordered GDT645SMNES and after install and registrations noticed it was GDF560PMR3ES.This company is scamming people and its sad they get away with it.

  Business Response

  Date: 01/23/2023

  
  To whom it may concern:
  
  ************ placed an online order with US-Appliance July 12, 2022 for a GE kitchen package; refrigerator, range,dishwasher and microwave.  Her order shipped Jul 21, 2022 and we sent her a detailed email with tracking information and to inspect the freight and report any damage/issues to us within 24 business hours, see below:
  
  Signing for your delivery is very important.  Please take the time to read the instructions below:
  US Appliance IS NOT RESPONSIBLE FOR ANY DAMAGE THAT HAS NOT BEEN REPORTED TO US WITHIN 1 BUSINESS DAY OF DELIVERY.  If the package arrives with any damage or imperfections, it is imperative to NOTATE BOX DAMAGE on your delivery receipt.  If your item arrives with damage, please note item damage and contact us within 24 hours so we can address the issue at no additional cost.  Even if you do not plan to install your item(s) or there is no visible packaging damage, it is still very important to inspect them thoroughly and report any damage to us within 24 hours of receipt.
  
  ************ did not contact us until August 17, 2022,stating she found damage to the side of the refrigerator; there was no mention that she did not receive the correct dishwasher.  She signed her delivery contract on July 28,2022, as received in good condition.  We explained to her,US Appliance has a 1 business day policy in which to report damage.  In the event this policy was overlooked on our website, we make sure to note it on the invoice, which she received prior to delivery.  She stated she was aware of our 24-hour policy and was upset with her husband as she told him to open all of the boxes.  Even though the damage was not reported to us within 24 business hours, we informed her we would approve the return of the refrigerator.  Since the damage was signed clear and not reported to us within 1 business day, she would be responsible for the return shipping fee.  We never heard from her again.

  When ************ placed her online order, she ordered a GE dishwasher model #GDF550PMRES.  We shipped her exactly what she ordered.
  
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 01/23/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/26/2022

  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.

  I ordered appliances and then changed my mind and decided new roof would sell the house better than a deluxe appliance package. Contacted my salesman at US Appliance. He said refund could be expected within 10 days to two weeks. It has now been three weeks since the talk with the salesman who assured my return. Spoke with an insanely jolly customer service person a couple days ago, full of joy this one, who told me it took one month to issue a refund and agreed the salesman had lied to me and I might need to **** Purchase was over twelve thousand dollars.

  Business Response

  Date: 10/27/2022

  US Appliance
  111 ***************
  ************ **. 48326
  
  October 27, 2022
  
  Better Business Bureau
  6777 *****************., Suite 100
  **********, ** 48076-4163
  
  RE:  Complaint ID ******** / ***************************
  
  To whom it may concern:

  ****************** placed her order August 19, 2022 for Viking appliances: refrigerator, range, over the range microwave and dishwasher.  She paid for it via a personal check for $12,398.30.  She contacted us September 27, 2022, asking us to cancel the order.  We cancelled the order and informed her since she made the purchase via a personal check, our headquarters would need to process her credit via a check.  On October 6, 2022, our headquarters cut for check for $12,398.30, check number 00004126.

  
  ****************** contacted our customer service department October 24, 2022, inquiring as to when she would receive it.  We informed her the process could take up to 30 days for her to receive the check.  By no means did customer service tell her the sales consultant lied to her and she needed to sue ***************** apologized the process of issuing a check via our headquarters, takes longer than credit card purchases.  Credit card purchases cancelled are processed within 24 business hours. 
  Thank you for your time and attention to this matter.

• Initial Complaint

  Date:08/04/2022

  Type:Delivery 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.

  Transaction date April 15th 2022 Bought a high end gas stove $7,018.93 Was delivered by R+L Carriers in June 2022 to our residence. Freight was placed in our carport. We were doing a kitchen renovation and the stove remained in box and on pallet, unwrapped for two weeks. When we unpackaged we noticed damage and the stove was deemed unusable by a manufacturers representative. US Appliance states that if we did not notify them within 48 hours of delivery they would not be responsible for the damage.We have been back and forth via email and telephone conversations with the manufacturer and US Appliance and no one wants to take responsibility for us receiving an unusable appliance.

  Business Response

  Date: 08/08/2022

  To whom it may concern:

  
  ****************** signed his delivery contract June 1, 2022, as received in good condition.  On June 14, 2022, he contacted us reporting damage to his special order Dacor range.  Even though the damage was not reported to us within 24 hours in compliance with our return policy, we reached out to Dacor on Jun 15, 2022, requesting they replace the damaged parts.  On June 17, 2022, Dacor assigned JJ Appliance repair to service the unit and we contact ****************** with the update.

  
  On June 21, 2022, ****************** informed us the technician was out and deemed the unit unrepairable.  We asked he provide us with the technicians report, which he did.  It did not state the unit was unrepairable; rather noted as damaged.  Dacor requested JJ Appliance replace the damaged parts and they contacted him.

  
  On July 12, 2022, we contacted Dacor to get the status of repair.  We were informed the unit was unrepairable and they would be taking care of the pickup/exchange of the unit.  On August 1, 2022, we contacted Dacor again as ****************** was looking for status.  Dacor assigned Queen **** Appliance to install the unit once they were in receipt and they would keep us updated.  We notified ****************** this will be taken care of once they received the replacement, as again, this is a special order item.

  
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 08/09/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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