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Complaint Details
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Initial Complaint
05/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a ********** upright freezer over a year ago. The freezer had a dent in the door and I accepted delivery with a promise that they would get the door replaced. I have called them numerous times, even speaking to the owner and they say it is ********** that has to send the door and they have no way of knowing when they do that. Garner Appliance does nothing to keep track of this or inform me of the status. I am the one that has to call them. I still do not have a replacement freezer door.
Business response
06/07/2022
CUstomer purchased the freezer and had it delivered on 11/2/21. At the time of delivery the freezer door was dented and the unit was cooling. We offered to order a new door and expressed it could take a while to arrive and also offered to compensate for the damage if they did not want the new door. The customer decided they would wait for a new door. Due to the supply chain, freezers and parts are still taking many months to arrived. ********** continues to push the date out and its out of our control. The serivce company gets notified when the date is past due and waits for a new eta from **********. We are doing out best to get the door replaced, however we are waiting on the manuf. to provide a new door. Customer has been updated. Last eta was it was on backorder until 6/6/22. We will follow up after a few weeks if the door does not arrive. Thank youInitial Complaint
05/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased a whole kitchen appliance package for a new home. Most of the appliances were installed in October 2021, however the house was not complete and ready for move in until January 15 2022. When we moved in, we found that one of the two dishwashers we purchased did not work. We notified Garner Appliance and they reached out to a repair company they have a contract with. The technician has been out three times. Each time finding a new problem and also informed us that it appeared that the dishwasher had been dropped at some point because the drum was dented. Parts to repair the drum, as well as the circuit board were ordered. Repair has still not been completed. I spoke with someone at the appliance store and asked if they could replace my dishwasher with another brand. I was told someone would get back with me about that and they have yet to contact me back.Business response
05/31/2022
The part for the dishwasher was on back order with ******* ***. ******* *** as well as Garner were unable to replace the dishwasher with the exact or comparable model due to the supply shortage. There was not another panel ready dishwasher aval. The part for the dishwasher has arrived and was installed. Followed up with the customer and the unit is currently working.
Thank you
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.