ComplaintsforQueen City Audio Video & Appliances

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have purchase a new Monogram refrigerator 60/40, the freezer is not working since the delivery date *** 2022.The last visit by the appliance tech was 11/14, I was told the freezer is not working. It needs to be replace it. I have yet to hear from GE and Queen City. I left a message to the business owner.

  

  Business response

  11/30/2022

  We have reached out to the customer so that we can gather more information to resolve the complaint.  

  Customer response

  12/02/2022

   
  I am rejecting this response because:

  This meter will be moving to the next level that will involve the court of law. I have mentioned to the individual that I am no longer at liberty to discuss anything with Queen City. She did lied about leaving me a message. That was not true.

  
  

  

  Business response

  12/07/2022

  We have been reaching out to GE to try and assist with resolving this complaint. GE service has not been able to rectify the service issue and GE will be working directly with the customer to exchange the unit.   

  Customer response

  12/08/2022

   
  I am rejecting this response because:
  Can you Queen City document this and put it on paper, since you have this agreement with GE? There has been no communication by GE nor by Queen to empower this commitment. My purchase was done through Queen City. I had an internal email was send to me by mistake, says otherwise. 

  No mention what so ever for a unit replacement by any party, this is a perjury statement on behalf Queen City.

  

  Business response

  12/30/2022

  We sincerely apologize for the failed communications between the parties trying to resolve the issue.  It obviously took longer than expected but as of December 28th it has been resolved successfully. We'll work to put in better systems to avoid this type situation in the future.  We are terribly sorry for the inconvenience.  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new Kitchenaide Range on 08/03/21 from Queen City was told it would be at least 6 weeks for delivery. Excited when they called and wanted to deliver it on 8/14. Which was done. Didnt us right away as a death in the family. My daughter did make cupcakes in the oven which turned out poorly, but I thought just user error. On Thanksgiving, I baked pies and cinnamon rolls...which were ruined. Temperature was off and then realized not all the numbers worked on the panel, and that the left front burner always ran super hot(boiled even on simmer). Called Queen ****************** and left messages for *********************** and got no return calls, went in and spoke with *** and he said it was past the 60 days and he could do nothing. Informed me to call certified repair company (which I did)and they came on Dec. 9 and informed me the whole board needed replaced and front burner control needed replaced. I had to cancel repair appt. on 12.29(due to COVID) and they canceled 1/17 and finally came and fixed on 1/26/22. A short time later, as I was cleaning the oven, I noticed that a lot of the porcelain coating was gone from almost every area on all levels where you would put a rack in or out(I had removed from two levels twice only) I called Queen City...again, multiple times without return calls, finally went in and spoke with *** and he said that Kitchenaide would need to replace at this point. I asked him if it was a "used or refurbished range" and he said no. Kitchenaide customer ********************** had customer care come out and they ordered "Paint" to cover areas where they is no porelain. When the repair man came with the paint, her covered it with black paint(my oven is bluish/**** and left the paint stick saying I would need it again because it would come off. This range has never worked correctly, has serious cosmetic flaws....I do not believe it is new. I would like resolution with sale of poor product...both Queen City and Kitchenaide.

  

  Business response

  07/01/2022

  We have been working with the manufacturer on the customer's behalf to resolve all issues concerning the appliance.  We hope to have a resolution soon. We apologize for any inconvenience the customer may have experienced and appreciate the customer's business.  
  
  

  Customer response

  07/04/2022

   
  Complaint: 17451476
  
  I am rejecting this response because:  This has been going on for almost a year.  Last spoke with "***" on March 19, 2022 and he said he would move this "up the chain" and it would take about a week to hear anything from them.  I have heard nothing since then and I did leave a message on his voicemail on April 5 and again on April 19 with no return call or contact.  I would really appreciate it if this could be resolved.
  
  Sincerely,
  
  **** File

  

  Business response

  07/27/2022

  I have spoken with the customer and advised them of the decision made by the manufacturer. I apologize for the delay in my response but due to covid the manufacturer has had delays in responding to inquiries sent to their escalations department. 

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

  The customer has been made aware of the following 

   

  Hello,
  
  Our latest service history states the appliance is working functionally.  If there is not a functional failure at this time, we would not be able to review for an exchange.  Whirlpool Techline did note that it's normal for some wear on the liner from the racks over time.
  
  

  

  Business response

  08/05/2022

  We have reached out to the customer regarding the issues that they are having with the range and have spoken with the manufacturer on the customer's behalf. The manufacturer has agreed to work directly with the customer and has attempted to make contact with them for further resolution. .  

   

  Thank you, 

   

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

  Customer ********************** Advocate

  Queen City Audio Video & Appliances

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $14,000 for a floor model fridge because they told me they could have it in my kitchen in 2 days. The delivery drivers showed up and refused to deliver it because they would have had to walk in the dirt for under 5 feet to avoid some wet concrete in the driveway. They left and I called to cancel the order. The manager said what if I can give you a discount and get them back out there today? Would that change your mind? Ill make it worth your while. He never called me back, never got me a discount and never had it redelivered. Instead the sales rep called me and got my info to start the return refund process. The problem is, these guys dont realize our other fridge died and we have had our food in a mini fridge for weeks waiting to buy a fridge. Thats why we paid $14,000 for a used, floor model. I want these guys to come deliver the fridge with an additional 20% discount and free shipping. They were going to charge $150 for shipping and setup and $250 to take the old one away. I want that free and I want 20% off of what I was going to pay for the fridge. And I would like it delivered ASAP.

  

  Business response

  02/01/2022

  Queen City was happy to be able to help the customer by offering a display model(not used) with a significant discount because it was from our display of the exact large built-in refrigerator he was looking for. This model ordered new would take approximately 6 months or longer due to manufacturing delays from Covid and other constraints. The customer was aware of the fulfillment issues as they had placed an order months prior with another supplier.  Queen City was not informed that the customer would be pouring concrete in front of his home and that it would still be wet the day of delivery. Due to the size and complexity of the large refrigerator and the wet ground and its slope it was considered unsafe for our installers to attempt to transport the unit into the customer's home. 

  The delivery manager contacted the customer to explain the situation and provided an alternative to bring an additional team out the next day with plywood boards to safely transport the refrigerator into the customer home. The concrete ********************** did not recommend having anything rolled across the driveway and its was deemed unsafe to go across the yard . We again offered to bring it out another day and the customer refused asking us to cancel the order if wasn't to be done that day. Queen City therefore refunded his money, and the unit became available to the next customer in line.  
  
  

  
  

  Customer response

  02/01/2022

   
  Complaint: 16690477
  
  I am rejecting this response because:
  It should be noted that the section of concrete they had to avoid was 2 feet wide. Where they would have had to go around was flat and doesnt slope until further down. The delivery team was just unprofessional and didnt want to do their job, plain and simple. It was a very poor excuse to not deliver it. Queen City appliance knew I needed the fridge as my current one broke which is why I paid $14,000 for a floor model fridge. The manager offered an additional discount but never actually gave me the option and had his employee call back instead to get my card info for a refund. He should have held so his word and given me a discount and in his words made it worth my time but he didnt. And the next person in line? Thats funny. Im sure theres a line out the door for a floor model fridge at a $14,000 price tag. I still want the fridge because I know you still have it and if not, you have another floor model at your Other location, and I still want an additional discount as offered by the manager. I would like the fridge delivered before the weekend. Plywood can now be laid down and the fridge can be rolled over it as it is dry now. Still cant drive over it though. I would like an additional 20% off of the price I paid and was refunded. Please advise.

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

  

  Business response

  02/11/2022

  Queen City offered alternative dates for delivery when the conditions were deemed safe for our employees. The customer chose to cancel his order and his money was refunded in full. That unit is no longer available. 

  Customer response

  02/14/2022

   
  Complaint: 16690477
  
  I am rejecting this response because:

  I went to the Pineville location where my floor model unit was originally located and it is still there, on the floor. Not only that but they have another subzero fridge, same size, right next to that. Lastly, they have a floor model of the same exact fridge (floor model) for sale at the * Independence location as well. To say the unit is sold and no longer available is a lie. Clearly this business does not want my money or to sell me anything so unfortunately this is a waste of time. I am requesting that this case be closed with the negative remarks showing for future potential customers to be able to read. That way they know what type of business they are dealing with. Very disappointed. Maybe Ill buy another fridge under an Alias so I have a shot at actually purchasing a fridge as to not be discriminated on. Thanks for your help BBB but this business has no intention of making things right. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******** electric dryer from Queen ******************************** ath their *********, ** location on Friday, November 26, 2021. I purchased a five year extended warranty. The dryer was installed on Saturday, November 27, 2021. The dryer completed one load. On the second load the dryer failed to start. Only an electrical hum could be heard when the start button was pushed. Being it was on a late weekend I called the ** (********) warranty department and they scheduled a service appointment with M&M Factory Service for 12/1/21. I was called on Monday 11/29 and was told M&M Factory service would not be able to come out until Wednesday 12/15. The M&M tech came on Wednesday 12/15 and diagnosed the dryer with a defective dryer motor. A replacement motor was ordered from ** and the follow-up repair appointment was scheduled for 12/29/21. On 12/27/21 I was contacted by M&M Service and told that the dryer motor part was on national backorder and would not be available until 2/3/22. I contacted Queen ******************************** in ********* ** by phone on 12/27 and asked for some sort of help as we had been without a dryer for over a month. I was promised a call back. On Wednesday 1/5/22 I was contacted by M&M Service and was informed that the part was still on backorder with NO ETA. I have yet to be contacted by Queen City. I submitted my concerns today via their website which said a copy of my remarks to them would be sent to my email. I have not received a phone call, email comfirmation of my remarks sent to Queen City, or a return email. I feel Queen City in connection with ** should replace this dryer which was defective from the very first load. We are at six weeks without our dryer with no expectation of when it will be fixed.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BUYER BEWARE!! What a fool I am. I first bought a new wall oven/micro combo from Queen City. Took a few weeks for the unit to arrive but I waited patiently. Queen City delivered and installed an oven with scratches and a door that rubbed on the bottom heat shield when opening. I complained loudly and they came and replaced it. Like a fool, I purchased a second appliance from Queen City - a new Cafe fridge. It took over 2 months for the fridge to come in from GE and Queen City installed it today. As you can see in the attached photos, the fridge doors inside and out have very noticeable scratches and blemishes. You can't rub these out, unfortunately. To top off this latest experience with Queen City, the fridge door handle decides to fall off, a little over 4 hours after being delivered. See pics. This company seems to purposely deliver and install appliances with cosmetic and structural issues then sends you to a different department to deal with.

  

  Business response

  12/09/2021

  We have spoken with the customer and apologize for any inconvenience this may have caused. A new refrigerator will be delivered to the customers home this week. At Queen City Audio Video & Appliances we value each and every customer and appreciate their business. We make every effort to inspect the appliances prior to load out to reduce the likelihood that a damaged appliance will be received by the customer. Unfortunately on this particular delivery a blemish to the appliance occurred while in transit to the customers home. 
  
  

• Initial Complaint

  11/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is *******************, on September 15, 2021, I received a GE Washer delivered by Queen City Appliance on *****************, ********* **. The Sales agent was ****. When I purchased the item, I received a receipt. On October 11, 2021, the washer became inoperable. I called Queen City to request an exchange and was told by **** that I needed to go thru their customer ********************** department. I spoke to the Supervisor, *************************** and was told that I cannot exchange or get a refund because the washer was too old and forwarded me to GE Warranty. Please note that I had the washer a total of 26 days. I repeatedly requested a copy of the companies refund and exchange policy as I did not receive it with my receipt. That request was denied. I proceeded to deal with GE and they sent out a repairman. Turns out, I needed a mother board an accelerator. The parts had to be ordered. The parts arrived and the repairman installed the parts only to find out that I now needed a transmission. A total of 11 parts later, and as of today, 11/10/21, I still do not have a washer. Both Queen City and **************** both refused to exchange this washer now citing that the warranty is for repair, not exchange. This washer is a lemon and both companies refuse to assist. Please help. *******************

  

  Business response

  11/29/2021

  We have spoken with the customer and reached out to GE on the customers behalf to have the washer exchanged.  As of 11/23/21 a new washer has been delivered to the customer.  We apologize for any inconvenience the customer may have experienced and appreciate the customer choosing ******************** City ********************************************* & ********************** for their home appliance needs.  

  Customer response

  12/01/2021

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

*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. ↩