ComplaintsforPlesser's Appliance

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a very expensive refrigerator, Liebherr CS1210, from this company. I was told there was only one left. It arrived as promised but was defective, broken plastic pieces as well as a missing handle. I didn t accept it as is, since I spent so much money on it. I was promised a new one within two weeks. After two weeks passed I was asked to call the salesperson. She told me these things happen and she won t get another one in for a while etc.etc. So I decided to cancel the order and she ignored me. I disputed the charge with my credit card company. Very unprofessional behaviour.

  

  Business response

  11/10/2023

  Dear BBB,

  **************** was refunded on 11/08/2023 please see attached refund.

  We consider this matter resolved and ask that this complaint be closed.

  Thank you for your assistance,

  Plesser's Appliances

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Maytag refrigerator 30" item # MFW2055FR2 at the end of June or early July from Plessers via **** who is the manager Delivery was promised for the week of July 17. They use a company called A&M trucking to deliver and **** has been in possession of our refrigerator since July 14. I have called repetitively and I am continually told that someone will call back by day's end, which does not happen. They scheduled once via text with 15 hours notice and we both had to be at work. We paid for white glove delivery and we told that they could just leave it outside, which is ridiculous. .We have groceries stored a friend's freezer, who has been very patient, but would like her space back her space back I am in a wheelchair and this is making this already difficult situation completely unmanageable.Nobody is even returning our calls anymore and this week we are getting desperate can calling daily Please, please help advocate for us. Plesser should use a reputable company to deliver their products. A& M trucking phone is ************

  

  Business response

  08/11/2023

  Dear BBB,

  We are sorry to hear that the shipper experienced some logistical delays with the customers order.  We were informed that the customers order was delivered today.  Attached is the proof of delivery. 

  We ask that this complaint be closed since it has been resolved.

  Thank you for your assistance.

  Plesser's Appliances

  Customer response

  08/15/2023

  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 and the matter has been resolved.
  Upon making it known that I was contacting BBB as a last **************** was finally made on last Friday August 11 at 1:30-ish.

  I believe without your assistance, We would still have groceries at the neighbors house.

  We are truly grateful that BBB is there to advocate for us when a purchase goes so badly.

  The mention of your intervention got results.

  With so much thanks,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a LYNX fridge and a LYNX ice maker for a total of $ ******** on May 12, 2023, that included Gold Insured Delivery. When I made the purchase, I asked for installation of the ice maker, ******************************* (Sales Associate) told me that they cannot do it, but of course, They'll provide phone numbers of installers they'll recommend; She give me one, and I wrote a note with the information, for future use. The appliances arrived today 05/23/2023 and the outdoor fridge was damaged, I refused the product, and a ********* rep ****** told me that I'll received another one. Then, i called the Dealer recommended by ******** ****************** but, they do not install, only provide services. I went to LYNX web, and find dealers near me, and all of them said, that they do NOT install appliances that THEY do not sale. I called ********* and tried to explain. I contacted LYNX and they told me that I should contact the Dealer PLESSER.Now, I have a rejected Fridge because was damaged, and an ice maker that no authorized dealer of LYNX want to install. I called ********* again, and over my frustration, I asked to cancel the replacement fridge, they answer me, yes we can cancel that, but the ice maker I couldn't. Finally I received an email, letting me know that they're cancelling the fridge order, All refunds will be issued in accordance with the cancellation policy posted on their website. I look into it, and they will take 30% of the price ($4,159.00) Its not my fault that they delivered a damaged fridge on the first time, The time frame is on 05/23/2023 9:00 am fridge delivered damaged and rejected. 10:30 am cancelling the reposition order. I HOPE THIS, WILL HELP OTHER CUSTOMERS, NOT TO BUY FROM *********, SPECIALLY IF YOU ARE NOT CLOSE TO THEM. I ask for my full refund of the fridge. I'll swallow the ice maker, and I'll find a professional to install it. If they do not want to refund the full amount, I WANT THE FRIDGE, hoping this time I'll receive it with no damages.

  

  Business response

  05/25/2023

  Dear BBB,

  We are sorry to hear of the issues this customer has had with their beverage center arriving damaged. However, ******************** already confirmed that he was keeping the ice maker and a new replacement beverage center has been processed for the customer as of yesterday.  In addition, ******************** made it very clear during his initial call that he would either install it himself or obtain a contractor to install the ice maker, so installation was never addressed at the time of sale otherwise ******************** would have been properly advised of the process.

  I think ******************** may be confusing his conversations between us and Lynx.  Lynx will only provide you with authorized service companies for repairs in your area, they DO NOT assist with faciliating installation.  The only company that can provide installation is our "Delivery" company.  Customers are able to contract with the delivery company to schedule and pay for installation when necessary.  We do not provide phone numbers for customers to call to schedule installation since our delivery agent operates on a national level for many different companies and different hubs handle different areas.  When the delivery company contacts a consumer to schedule delivery, the customer must advise them at the time of the call that they are interested in purchasing installation and the delivery company will coordinate and process accordingly, we are not involved in this process.

  Since ******************** will be receiving a replacement beverage center soon, but still requires installation on the ice maker,  I received special approval for him to contact ******* ******************** who works for AM Trucking (our delivery company) at the distribution center assigned to your area, you may contact her to schedule the installation of the ice maker, if she does not immediately answer please leave her a message with your best contact information and she will return your call at her earliest convenience, its always best for customers to address requests for installation when the shipper calls the customer to schedule delivery.  Please be clear as to which item requires installation, so the appropriate installer is dispatched by them.

  Since all this customers issued were addressed, we ask that this complaint be CLOSED.

  Sincerely,

  Plesser's Appliances

  Customer response

  05/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Ill not accept that the issue is resolved until the new fridge is actually received and in good working condition 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 11, 2023, I purchased a refrigerator and dishwasher from Plessers. I also paid them for delivery, installation and installation kits. The items were delivered and installed on Friday 2/17/23. On Monday 2/20/23, my wife noticed our basement was partially flooded. Upon closer inspection we determined that the water line for the refrigerator ice maker was not properly installed causing a water leak. The leak caused $4,000 in damage to the wood floors in our kitchen. Plessers told us that the trucking company was responsible and we would hear from them. Five days later, we finally heard back from the trucking company. They said they would report it to their insurance company. The trucking company has said that they reported it in a timely manner and it was now out of their control To date, we have not heard back from their insurance company nor has Plessers responded to numerous requests from us for their help. Up until the incident, I never had any contact with the trucking company. Plessers hired them, not me. Plessers should have confirmed that the trucking company was insured before hiring them. I asked them for help in this matter but they have completely ignored me.

  

  Business response

  04/03/2023

  Dear BBB,

  We are sorry to hear of the damage that occurred at the customer residence.  Once we became aware we immediately contacted the delivery/installation company for them to provide their insurance information to the customer.  We directly emailed and SMS Texted the customer on Thursday-3/30/23 the name, phone number and email address for the insurance adjuster handling the their claim #********.  ************* adjuster indicated that he has been trying to contact the customer since 3/14/23.  We received confirmation on Friday-3/31/23, from the insurance adjuster that they have spoken to the customer and obtained the information they required to further process this claim.

  We ask that this complaint be closed as we facilitated and done everything possible from our end, to help the customer with their claim but the matter is out of our hands.

  Thank you,

  Plesser's Appliances

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is troubling that it took a complaint to the BBB to get Plessers to finally respond to an incident that occurred six weeks earlier. I did finally speak to the insurance adjuster on 3/31/23, after the complaint was filed. He actually apologized for not calling me sooner. A simple call from someone in management from Plessers would have avoided this whole thing. Despite my numerous calls and emails to Plessers, nobody ever responded. How the insurance company responds will determine any further action on my part. For now, I will consider this complaint closed. The ****** family should be embarrassed by their lack of customer support.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date: ******************** paid: $6,050.48 What business committed to provide: Business committed to send me a gas range (complete), blower for a range hood (complete), and a range hood to match the gas range (not sent, no longer in production, no estimate for replacement or option for another product/refund)What the nature of dispute is: I ordered these products after discussing with ***************************** that all items would be available at the time of order or no more than 3 months from the date of purchase. The range and blower arrived but the hood did not. It's now been over 7 months and ****** now refuses to provide a time estimate stating only it could be an additional year or that I may never receive the product I paid for. I asked if Plessers would reimburse me for the product they promised to deliver and never sent (value of $2,250) and they refused. I asked if they would swap out this item for a comparable product and they also refused. Since not having a hood, my walls and cabinets near the stove have been ruined and need repainted. I've not asked them to reimburse me for this but the situation continues to worsen. Furthermore, Plessers continues to advertise this product despite not having had it in stock for over a year. ****** suggested I contact the manager who has refused to return my 10+ calls and 2 voicemails. Whether the business tried to resolve the problem: No, they have done nothing to resolve the problem and refused to offer any resolution of any kind Order number: SO-******

  

  Business response

  10/19/2022

  Dear BBB,

  It is unfortunate that this customer is having an issue with a brand manufacturers FREE promotional hood, he was to receive with the purchase of a range.  This hood was a new product that the brand was offering that is pending production. Unfortunately, we have no control over the availability of these promotional products, as we advised the customer and as stated on our website...

  "Free Products and giveaways offered by brand manufacturers are subject to availability and the manufacture's terms and conditions, we cannot guarantee any of these items." 

  However, to resolve the matter quickly for the customer, we offered to send ****************** a different comparable hood at no additional cost and issue him a refund for the return of the blower motor he purchased for the original hood. Currently the customer has two choices:

  A. He can either wait for the hood to be manufactured by the brand (we were recently told the hood would be going into production in the next 2 months, but it could be longer we cannot guarantee the accuracy of this information from the manufacturer)

  B. OR, we can send him the hood model offered AK7500CS and refund him for the blower motor he purchased once its returned.

  ****************** needs to specify which option within this complaint he would like to go with?

  If he chooses to wait for the hood he was supposed to originally receive, then he will have to wait for however long it will take for the manufacture to produce this new hood (it could take 2 months or more), once we have it, it will be shipped to him his order will remain open within our system.  These are the only two options available.  I look forward to the customers response.

  Sincerely,

  Plessers Appliances

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I spoke with Plessers and have informed them that I'd like to proceed with Option B where they send me a comparable hood with blower so I have something to install now and stop further damage to my home. I was told someone would call me yesterday (10/20) with specifics on how to return the blower motor I purchased for a refund of $709, but have yet to hear back on more specifics or on exact timing for delivery of the new product. Assuming Plessers is able to deliver the new product and refund my blower, I would be satisfied with this resolution and willing to close the complaint/remove poor reviews of their business for ID ********.

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

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a stove from Plessers 9/16/22....Zline Autograph Series Duel Fuel. Along with the Autograph Dishwasher. The price of the stove was $3699.99 plus ******** sales tax.When it got to the condo I am renovating, my contractor realized that we did not have the electrical service necessary to operate the electric part of the stove, which is the oven. The stove was not uncrated.I contacted my salesman ********************* asking to just switch out the duel fuel stove for one that was all gas.He informed me that they don't do that because the stove was ordered for me and dropped shipped from the company. I should contact **************** directly, which I did.Cust. Servicr for *****, *******, told me they'd be happy to take the stove back and issued a Fed Ex freight waybill for the stove to be picked up at my condo and sent back to the company in ****. The stove went back and the procedure was that when they received the stove, if it was all in order, they would issue a refund to Plessers and then Plessers would refund to me the price I paid for the stove.Plessers received their refund on 9/23/22. They refunded to me $1819.95 When I questioned them about the rest of the refund, they told me, in a phone conversation, that ***** had charged them the difference in "shipping and restocking fees"Of course, I questioned Zline about this, and ***** of **************** told me and then sent me an email to the effect that Plessers should be refunding to me the price I paid for the Stove.I am seeking that difference at this point.

  

  Business response

  10/11/2022

  Dear BBB,

  The customer required a return because they failed to verify their electrical needs prior to purchasing their original unit.  They contacted the brand manufacturer directly to facilitate a return with them. We have no way of verifying or knowing what the customer was promised by the manufacturer.  Unfortunately, the manufacturer accessed their own restocking & shipping fees to this return, which is standard practice since they were generously assisting the customer with an error that had nothing to do with the unit the customer purchased. 

  For us to address this further with the manufacturer on the customers behalf, we require some sort of written proof confirming that the manufacturer agreed to refund the customer in FULL for their original amount.  As we can only refund the customer what the manufacturer refunded to us, which has already been processed, see attached (2) refunds.

  We look forward to hearing back soon.

  Thank you,

  Plesser's Appliances

  Customer response

  10/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   We have not received a second refund as noted in ********* response.

  And, email from the manufacturer to me clearly states that when they refund back to the vendor, the vendor should refund me based on what I paid for the unit. $3699.95 plus ** sales tax.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  10/17/2022

  Dear BBB,

  The brand manufacturer has finally agreed to refund us the remaining balance so that we can in turn refund this customer.  The attached receipt is for the final refund of $1599.95 that has been processed by our accounting department today.  This refund along with the other two refunds in the amount of $1819.50 & $500.00 total the customers original payment of $3919.45. Please allow a few days for this credit to appear on your credit card statement. 

   Now that this matter has been resolved, we ask that this complaint be closed.  Thank you for your assistance with this matter.

  Sincerely,

  Plesser's Appliances

  Customer response

  10/17/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  10/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Horrible, terrible customer service and order fulfillment on an ** Refrigerator order I placed Aug 29, 2022, and still have not received.********* Email told me that shipping arrangements would be issued by Mid-September 2022. No shipping Arrangements were ever made by *********. My multiple emails (Over 4) to ********* order status email and many telephone voicemails (over 8) were left on Plessers ************ order status line. No return calls from my voicemails. This company is a "middleman" supplier and has no inventory of what you need. They constantly used the slow Supply Chain issues as an excuse for not shipping my refrigerator. They are quick to charge your credit card on August 29 the date of order, but no shipping instructions are given for over 6 weeks afterward. I canceled my order on October 10, 2022. Let me see home fast they return my original charge. Pleasser's Plessers **************** reply to my cancelation on 10/6/2022 : "Please allow **** days for processing. All refunds will be issued in accordance with the cancellation policy posted on our website."Don't mess with ********* to order appliances.

  

  Business response

  10/07/2022

  Dear BBB,

  We have received ******************** complaint.  It is our goal to provide all of our customers with a satifying shopping experience, however, unforseen circumstances can occur that are beyond our control.  Though we have multiple warehouse locations and warehouse many products, its impossible to warehouse every single brand and product type being offered by manufacturers.  We apologize for the delay **************** experienced with his order, and have processed his refund for $3,283.27.  See attached refund confirmation.

  We ask that this claim be closed, since this matter has now been resolved.  Thank you for your assistance.

  Sincerely,

  Plesser's Appliances

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a Frigidaire refrigerator in July of 2019. I filed a claim on 02/10/22 that my Ice/water dispenser wasnt working correctly and that the latch on my door was broken. A 3rd party company came out to fix the fridge. The latch wasnt covered and the 3rd party company told me I would have to order a new door because they didnt sell the latch separate. He also ordered two components to fix the issue with the water/ice dispenser. They replaced everything after 4 months waiting on the parts to come in. After a day of being installed my fridge quit working. They had to come back and disconnect the new components to get the fridge to cool. They told me they didnt know what was going on and another company would have to come take a look at the fridge. I called the warranty company on 06/03/2022 and they scheduled another 3rd party company. The new company comes out and sees I have a new door on the fridge and asked why, I explained I needed a new latch but they didnt sell it separately. He laughed and told me they do and he installs them all the time. He also told me he would order the correct parts to fix the fridge. A week later another 3rd party called to make an appointment. I told them I already had another company come out, but I would contact the warranty company. The warranty company said that they werent sure why the 2 companies were scheduled, but to let the 3rd company come out and look at the fridge. I now had the 3rd different company come out and look. They entered the house and within 5 min. told me they were just going to deem the refrigerator as unrepairable and filed it with the warranty company. I had to pay for the parts and service that wasn't done by the 2nd company. I tried explaining this to Plessere warranty company, but it was such a cluster and they all responded with that is the *** we can offer. Good Luck using your warranty with plessers, they don't know the 3rd party vendors and can't simply schedule.

  

  Business response

  09/09/2022

  Dear BBB,

  We are sorry to hear that ************ had an issue with the refrigerator he purchased in July, 2018.  Service and repair on appliances must be facilitated with the product manufacturer's authorized service companies.  Since the customer purchased a ****** extended warranty, he did receive service under the terms of his warranty contract (included by the customer with this claim).  All parts and labor related to the service/repair of the unit were covered entirely by the warranty company.  The warranty company in communication with the customer who agreed to the amount, issued a pro-rated payment to the customer on 8/31/22, in the amount of $1,807.88. 

  As a courtesy, we have asked that the extended-warranty company to reimburse ************ for the 2nd opinion service dispatched to Solar refrigeration, since the customer declined the service.  The warranty company agreed to processing an additional check in the amount of $100. ************ should receive the $100.00 check within **** business days.

  Since resolution has been provided by the extended-warranty company to the customer, we ask that this complaint be CLOSED, since this issue was strictly between the customer and the extended warranty company who fulfilled the terms of their contract.

  Thank you for your assistance with this matter.
  

  Kindest regards,

  Plesser's Appliances

   

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Kitchen Aid refrigerator stopped working on February 28th, 2022. We had purchased an extended warranty in 2019 when we purchased our refrigerator. We had 2 service appointments, one in March and one in April. The technician that came stated we needed 2 parts. The service company originally stated the parts were discontinued and unavailable. Plessers did not want to have to replace the refrigerator so they spent almost 2 months trying to get the parts for our refrigerator. They were able to find the parts in April and the same technician from a 3rd party vendor came to our house on April 21st. He smelled of marijuana and only replaced one part. The refrigerator is still broken. Plessers did get us a loaner refrigerator at the beginning of April. Plessers finally agreed at the end of May to replace the refrigerator. They only agreed to give us $2750 in credit towards a new refrigerator. We paid $3225 for our original refrigerator. They stated due to limits of liability on our warranty we lost $575 in credit due to the service calls and the loaner refrigerator. We should not have lost any credit due to the service calls not providing any service. And the extended warranty representative from Plessers stated we should not have lost credit due to the loaner refrigerator. He also stated Plessers could just refund us the cost of the warranty because they could not get the parts, which was a lie.We eventually found a replacement refrigerator through Plessers and an extended warranty for a total of $2750. However, they still charged us $237.18 for tax beyond the $2750. We should not have had to pay that since, when added to the $2750, still comes out to less than the $3225 we paid for our original refrigerator. Our claim number was *********. Our original order number was SO-******. Our new refrigerator order number is SO-******. Please help and advise.

  

  Business response

  07/13/2022

  Dear BBB,

  We have received ********************** complaint, we are sorry that he experienced issues with his appliance 3 years after its purchase.  As a courtesy, we helped to facilitate the refund the customer received from the warranty company and provided the customer with a loaner refrigerator at our own expense in an effort to assist the customer while the extended warranty company processed their claim.  The warranty company directly provides service, parts, refunds and/or replacements in accordance with their contract terms & conditions .  The warranty company requires that service be performed in an attempt to fix the unit, if after a certain number of attempts have failed, then they may provide the customer with a pro-rated refund, taking into consideration the costs associated with the services & parts they previously provided for the unit. The warranty company is only obligated to cover the actual unit, the do not cover any state taxes associated with any purchase. 

  Again, we are sorry that the customer had an issue with their **********************, we do not manufacture or repair appliances but we did facilitate everything with the warranty company for the customer and went above and beyond in providing a loaner unit at our expense despite the customer having purchased the unit 3 years ago. The customer has a new refrigerator with a new extended warranty and can feel free to contact us if they have any additional questions and we'd be happy to guide them in obtaining service either with the manufacturer or with the extended warranty company according to warranty terms and conditions.

  Attached for your review, is the customer's original warranty contract.  Since the customer received the appropriate refund from the warranty company and selected a unit for purchase which they have received, we'd like to ask that this ccomplaint be closed since it has nothing to do with us, and more to do with the customer looking for compensation that goes beyond what the warranty company is required to provide.

  Thank you for your assistance with this matter.

  Kindest regards,

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

  Director of Operations

  
  

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The information provided by ********* is not correct.  Although they claim they provided a loaner refrigerator at their expense, is was at our expense.  Their own extended warranty representative advised us that $300 was deducted from our warranty credit from charges associated with the loaner refrigerator.  I fully understand that any charges above and beyond what we paid for our original refrigerator should be incurred by us.  However,  when deductions from credit for our new refrigerator are made and we are required to incur any costs it is not appropriate. Credits were deducted for service visits by a repairman that was under the influence.   

  ********* sold us the refrigerator and the warranty.  They are both products that we paid them for.  They should be standing by the products they are selling.  The fact that they are selling warranties to customers that do not meet a basic standard is a poor business practice.  The warranty company they provided does not return phone calls and has very poor customer service.  We should be receiving credit in full for our original refrigerator and should not be charged for the poor service calls and a loaner refrigerator that we incurred the costs for.  The new refrigerator, warranty, and sales tax all cost less than the $3225 we orginally paid and we should receive a refund for the tax we were made to pay.   

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

  
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed a 12 thousand dollar order with Plessers for Bosch appliances in the beginning of April 2021. Due to the shortage this have not been fully delivered till date while the initial delivery date supposed to be ***** We received 2 items out of 5. We cannot fully blame the backorder to Plessers but we have been suffering their terrible customer care for too long now. Their communication is terrible and their customer care even worst. We have been pushed back with our order for over 6 months, every time they push it one month so there is never any prospect. Our point of contact has NEVER picked up the phone or returned a single call resulting is major frustration. If she already respond with an email then you need to ask her the same question over and over again and you still end up with no answer. She even tried to cancel the remaining of order multiple times which potentially result in even longer waits if we have to re-order through another supplier. Due to the lack of communication of Plessers, we've contacted Bosch ourselves and they seem to be very willing to provide at least some descent prospect on the situation. But they needed to have the Plessers-Bosch order number to look up the status. But even a simple request for a PO results in a endless discussion with zero result. It is like pulling a teeth with Plessers and it doesn't seem to improve. Our request to get in tough with someone of the management team always ends up that they are in a meeting. So, here we are. Almost a year down the line with a new kitchen in the garage, that has it's warranty expired before it is even build, only 20% of our delivery in hand and no prospect when our appliances will be delivered. We are requesting FIRM delivery dates from Plessers for the remaining of our appliances. These dates are available according to Bosch representative. We also requesting that Plessers finally improves their communication including a callback from management.

  

  Business response

  11/30/2021

  Dear BBB,

  
  We are sorry for the delays this customer is experiencing with his *********************** due to the national appliance shortage, which is still ongoing with many manufacturers post pandemic.  Six to seven months ago **************** was presented with three options, he could select other readily available models for fulfillment, we could cancel his remaining order for a full refund to source the products from another dealer or he could wait indefinitely for the products to become available with the manufacturer, with the understanding that the manufacturer despite what they communicate to customers directly over the phone, do not sell products directly to the general public and have been repeatedly pushing back their ETA each month.  **************** chose to wait for the products, and we did our best to accommodate his decision.Unfortunately, we cannot provide him with the FIRM delivery dates he is demanding.

  As much as we would like to fulfill the customer's order for the remaining products, the information we provided to date has not changed we are still waiting for the products to come from the manufacturer with no definitive ETA, which was again communicated to the customer by our Director of Purchasing & Fulfillment yesterday.  Our communications with the customer have been extremely responsive and remained professional and consistent each month, often with multiple communications and responses in a single day.  Since the customer is no longer satisfied with our level of service and we cannot ship items we don't have, the option left is to cancel the remaining unfulfilled products and refund the customer.  We ask that the ******************** close this complaint as resolved.

  Thank you for your assistance with this matter.

  Sincerely,

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

  Director of Operations

  Customer response

  12/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We have tried to communicate with one of the managers but he was extremely sensitive and personnel when we try to expressed our frustration with one of the Plesser employees and the level of communication. This individual disconnected the line after he notified us that 'it was a very busy day and I call back tomorrow'. We have not been contacted ever since despite the fact that we made several attempts to contact Plessers requesting a civil and constructive conversation. We have also expressed that we understand the struggle that Plessers is having with this shortage. But Plessers provided us with the phone number of Bosch (email: Friday, October 15, 2021 12:06 PM) and encouraged us to tough base with them. So we did, and Bosch was very cooperative to provide us with more information if we could give them a PO number which we requested but Plessers refused to give.

  We have also made it very clear on numerous occasions that we cannot and do not want to cancel the order unless Plessers takes back the Bosch equipment already delivered. We otherwise end up with several different brands of appliances, plus the kitchen has been designed for those specific appliances. We still like to be contacted by someone who can have a professional and constructive conversation. 

  Again, we DO NOT cancel the order and we DO NOT wish Plessers to cancel our order either. We hope to hear from Plessers. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question *************************************************************************************************

  

  Business response

  12/02/2021

  Dear BBB,

  At the end of the day we have no control over the current supply chain issues, we cannot provide products that we do not have.  Current *** as per Bosch for the remaining (3) items is Early to Late January.  ******************* has changed his mind about disputing his credit card charges and is willing to wait for the wall oven, dishwasher and hood, we are willing to continue with his open order, BUT I must be clear, if the *** for his remaining appliances is again pushed back, all we can do is communicate that to him and continue to wait for the products and the customer has to be OK with that.  We will no longer tolerate the language and disrespectful manner in which **************** has been communicating with our staff. 

  **************** needs to confirm that he understands and agrees to all of the above for us to continue with his order, otherwise we will be happy to pick-up all previously delivered appliances and refund ****************, so he can attempt to source all the products he needs from another dealer.  We await the customers response.

  Thank you for your assistance with this manner.

  Sincerely,

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

  Director of Operations

  

  Business response

  12/09/2021

  Dear BBB, 
  
  My last response on 12/2/2021 indicated that we needed to hear back from **************** via this complaint. To date we have not heard back from this customer.  If **************** wants to continue to wait for his remaining open order, he will need to agree in writing to the terms of my previous response.  Otherwise, we will assume that he wants to keep the items he has in his possession and we will cancel the remaining open items and process a refund for those items (Wall Oven, Dishwasher & Hood) to the customer.  **************** has until Monday-12/13/2021 to advise of his decision.
  
  Thank you for your assistance with this matter!
  
  Sincerely,
  *********************
  Director of Operations 
  

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