Complaints

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Please see email summary below (additional details attached for email threads confirming such details in writing): I spoke with Ryan S**** earlier who worked with BRG Homes and Julie to place an order through your showroom, order *******, for multiple appliances and he has an issue with his order. When they ordered the refrigerator, model FRS36A80J1N, they were under the impression this unit would be panel ready and have an internal water dispenser as they discussed with Julie. Julie double checked to make sure this unit had both features and verified this with Ryan when they signed off on the order. When this unit arrived, it did not have an internal water dispenser as discussed. Ryan verified this with Fisher & Paykel, whom Chelsey also spoke with, and they advised Ryan this unit indeed does not have an internal water dispenser. This unit has been installed and they have been using it for about a month now. He has been in touch with Chelsey about this since the items arrival but hasn’t heard anything back recently. He wants to know what can be done to resolve this issue.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Kohler tub through Ferguson (order #********) on 5/20/21 with an expected delivery date of 6-11 weeks. After 5 delays, I received the tub on 4/22/22. The tub was broken. After multiple requests for help, a technician came to repair the tub on 7/18/22. He was unable to repair the tub. After several more months of requests and a BBB claim filed against Kohler, I received a 2nd replacement tub on 2/7/23, however the initial broken tub was not picked up as promised. Based on the delay of over a year and a half from the time the tub was supposed to be delivered, my contractor has gone out of business. It took me several months to find someone who do just a tub install as it was considered a small job. When the contractor attempted to install on 10/5/23, he found that this 2nd tub was again broken in the same place as the first tub. Our contractor purchased a new, downgraded tub from Ferguson which I paid for in full, and was told to do the return separately. I called Ferguson and asked for a refund of the cost of the original, broken tub and for Ferguson to pick up the two broken tubs which are sitting in my garage. David told me that he couldn't help me because I am "outside of the return window". I explained that the delay was due to broken promises and broken product on the part of Ferguson and Kohler but David told me he could not help me.

*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. ↩