ComplaintsforMonadnock Appliance, LLC

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 19, I purchased a Fridgedare refrigerator, it was delivered approximately a week later. I noticed a dent and scratch on the refrigerator and the delivery guys noted it as well. The owner of monadnock appliance came out a day or two later to inspect, he said that ********** wouldnt do anything about the dent, but will notify Fridgedare about the scratch. I called monadnock appliance weekly asking them about the status of my complaint and all they had to say was havent heard anything yet.I called them yesterday the 15th of May and asked to speak with the mgr and was told they were on a conference call, I asked that they call me back and I didnt hear back from them. So hear I am with a damaged refrigerator I paid in full and no compensation! Please help.

  Business response

  05/28/2024

  We are sorry that this customers purchase didnt go as planned. Our delivery team unpacked the refrigerator at the customers location and inspected it before bringing it into the home. No issues were noted at that time. After leveling the item and unwrapping all the interior shelves and bins the delivery team brought all the packaging out to the truck. When they returned to finish the delivery paperwork, the customer pointed out the issue. The scratch is a very minor cosmetic scratch on the left side of the machine. What the customer is calling a dent is from the spray foam insulating process and is common in all units. It is not a defect and is so minor it was impossible to photograph. The owner went out after the delivery and inspected the issue, took additional pictures and explained the claim process to the customer. We,despite the customers assertions, were diligent in moving the claim through the manufacturers process to get a settlement. She did not call every weekand myself and my team reassured her we were working on a resolution. Had this been significantly damaged, the process would have been much faster. We have contacted the customer and offered them a settlement which they accepted.

  Business response

  05/28/2024

  I wanted to add additional comments directly to your organization. "Customers" like this one use your organization and other review sites to bully good businesses into giving them discounts. This customer told me personally a story about how she refused to pay a contractor, who replaced windows in her home, the balance on the repair "because the little squares in the screens didn't line up with the edge all the way around the frame". The contractor told her this is normal but she claimed it not up to her standards. She also regailed similar stories about other contractors and businesses with whom she had similar "issues". You as an organization claim to protect consumers from bad businesses. In instances such as this one you cause harm to a small company as we have no recourse or protection from those who weaponise your business.

  Customer response

  05/29/2024

   
  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,
  
  *********************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new freezer in November of 2021 and in February of 2022 it stopped working so i contacted the manufacturer for warranty work and they can't fix it. so now i am trying to get it replaced has sent the paperwork to the store on 7/19/2022 they said they had to check on something with manufacturer and they would call. I haven't got any calls I have left several messages and no call backs and now they won't answer the phone.

  Business response

  12/18/2022

  This customer did purchase a freezer from us in November of 2021. At the time of the purchase they were told that they were well outside of our service and delivery area.  

  We had no idea there was an issue with the item until he contacted us and wanted to know when he was getting a new freezer. He was told at that time that any product exchange, per the manufacturers warranty, had to be done through the manufacturer. He then showed up at the store in mid-September, and without any documentation from the manufacturer, wanted to just take another item from our showroom floor. Obviously this is not how warranty exchanges are handled. Since then he has proceeded to call the store multiple times a day, sometimes in excess of 50 calls on a given day, and has harassed and verbally attacked our staff. Our staff have been instructed not to engage this customer as we will not tolerate this type of behavior.  

  We have reached out to our manufacturer's representative to try to get additional assistance for this customer. The warranty is between the purchaser and the manufacturer. We assist where we can but this issue is not with our company but rather with the manufacturer.

*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. ↩