Complaints

This profile includes complaints for Plesser's Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plesser's Appliance

  6 East Main Street Babylon, NY 11702-3508

  
• 

  Plesser's Appliance

  235 Little East Neck Rd Ste A Babylon, NY 11704-7730

  
• 

  Plesser's Appliance

  355 David Whites Ln Southampton, NY 11968-2827

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a microwave from these folks and before purchasing I spoke with customer service about the microwave to ensure it would fit. The salesperson told me to purchase a bump out kit "just in case" and if I didn't need it I could return it. After waiting 4 months for this back ordered item, it arrived and I didn't need the bump out kit. I called ********* and was told "accessories are not returnable." They did not honor what they told me and I had to incur the cost of the item that they convinced me to buy with the promise that I could return it if not needed. I was basically tricked into spending money that I otherwise would not have spent. I would avoid this retailer.

  

  Business Response

  Date: 03/26/2025

  Dear BBB, 

  This customer never reached out to our customer service department we have no record of a call from him to this department. He may have spoken to someone at the time of purchase but his order was delivered in early February. Its over a month later and well outside any reasonable return policy time-frame.  Unfortunately, we are unable to process the customers request at this late date.

  Attached is a screenshot of the return policies listed on our website.

  We ask that you close this complaint as resolved without it negatively impacting our company's rating Thank you for your assistance with this matter.

  Sincerely,

  Plesser's Appliances

  Customer Answer

  Date: 03/27/2025

  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:

  This business is now saying something different in their response to the BBB which is concerning.  When I called to speak to them about returning an item that I was told I should get anyway in case I needed it because it is always returnable, the business told me that they do not take returns because they simply farm out the order to the distributor who direct delivers the item. They also told me maybe I could call the distributor for a return but that they do not take returns so they were unable to help me. So for this business to now cite some return policy when what I was told on the phone in regards to my complaint was that they don't take returns is just another pivot away from what their staff actually tell purchasers. Front facing staff should know what the company can or cannot do and should be clear on that when speaking with purchasers at the get go. The lack of clarity or consistency that this company has is causing this issue and misled me into purchasing something I did not need in the first place only to have the item delayed for four months and then not accepted by way of a return, despite what was told to me by their sales folks. Lastly, to comment on the timeliness issue raised by the business I was clear to them that this was a second home and the install would not occur for some time (when I purchased the item.) The sales person told me there was no issue, I can make a return of any accessory at any time.  Further, if they want to talk about timeliness or lateness then perhaps we can address that I ordered that item in November and it did not show up until February. My lateness is not the issue. Lastly, I am a female, so let's not refer to me as "him."   Thanks!

   

   

   

   

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

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

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** sold me a defective Bosch oven and has refused to take responsibility. ********* will not take back the defective oven and either exchange it for a properly working oven or issue me a full refund. I purchased the oven from ********* on 8/13/24. ********* delivered and installed it on 8/20/24. The oven did not work properly from the day of installation. I contacted my *******'s sales **** on 8/30/24 to ***ort that the oven would not light. This is the first defect. The *******'s sales **** denied that **************** was responsible. Instead, the *******'s sales **** directed me to the Bosch oven manufacturer. At my request, the ***** oven manufacturer sent a service **** on 9/11/24; he fixed the first defect. Soon thereafter, I experienced a second defect in the oven: in use, the oven ventilation fan was defectively and extremely loud and rattling, making the oven unusable. I contacted the ***** oven manufacturer directly again. At my request, the ***** manufacturer sent a service **** on 11/7/24 - he was unable to fix the problem. At my request, the ***** oven manufacturer sent another service *** on 11/18/24 - he fixed the problem by ***lacing the fan. However, on testing the oven at the end of the service visit, the ************* **** determined that the oven was now entirely non-functional - it does not draw gas or ignite. This is the third defect. I contacted **************** customer service line on 11/19/24 and was again told that **************** denies responsibility for the oven that they sold me and this is a Bosch manufacturer problem. I have asked the ***** oven manufacturer for a ***lacement for the defective oven without any success. I paid ********* for an oven and I have nothing but a defective product - ********* refuses to issue an exchange or a refund. I find **************** denial of responsibility for the product it sold unconscionable - and especially so given the approaching holidays. I am unable to p***are holiday meals for my family.

  Customer Answer

  Date: 11/22/2024

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

  

  Business Response

  Date: 01/06/2025

  Dear BBB,

  We are sorry to hear that this customer is having an issue with this 2nd unit that we provided. We are making every effort to resolve this matter as quickly as possible and spoke to **** ***** on Friday-1/3, she said she needed to confirm with her husband on when we could come out to pick up the unit so we could issue the refund.  We are waiting to hear back from the customer. I will confirm with ******************** once we have picked up the unit and refunded the customer. 

  Thank you for your assistance.

  Sincerely,

  Plesser's Appliances

• Initial Complaint

  Date:11/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Liebherr fridge which was represented on their website as "in stock" and ready for shipment on October 15, 2024. The item was actually not in stock, and they did not take delivery of the item until October 29, 2024, at which point they passed it to a delivery company. I immediately reached out to the delivery company to arrange delivery, and they were unable to coordinate a delivery time given their limited delivery schedule in my area. I reached out to ********* repeatedly to try and get them to resolve the situation or transfer to another delivery company that could actually service my delivery area, but they just told me repeatedly that someone would give me a call back. No one ever returned any of my calls, and their order status department was never available to respond during their specified hours. When I requested a refund they said that would require manager approval, but would never let me speak to a manager. They again said a manager would give me a call back which has not happened.I would never have ordered this item from them if they had not deceptively advertised it as being in stock. Additionally, they did not disclose at time of purchase or at any point the limited options for delivery which would make it impossible for me to receive this item as the delivery.I requested a full refund as I never received the item. I was told that I would receive a refund 3-5 days after a manager approved it, but not told how long it would take for a manager to approve or given any assurance that they would actually approve it. I was again just promised a call back (which they have already assured me would happen half a dozen times and has not).

  

  Business Response

  Date: 11/08/2024

  Dear BBB,

  We're sorry the customer had issues with their delivery, this matter has already been resolved and customer can expect to receive his refund via his credit card company.  He can contact them directly for additional information.

  We ask that this complaint be closed.  Thank you for your assistance with this matter.

  Sincerely,

  Plesser's Appliances

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** downdraft range hood + remote blower ($3,872.69) from Plesser's Appliance (************) on July 18th. At the time of purchase I was not informed that I could not cancel the order nor could I obtain a refund if the item did not work for me. I was told by my contractor on the evening of July 18th that the downdraft range hood would not work in the space that I needed it for. I called ********* on the morning of July 19th (less than 24 hrs after placing the order) and was told by a representative that I could cancel the order, but it needed to go through the sales associate that I ordered through, he was OOO. The order was placed on hold on July 19th during this conversation with the representative. When the sales associate was back in office on the 20th, we spoke, and he told me that the order could not be cancelled as it was a "custom order" and that I would not be able to receive a refund. It was not a custom order and can be ordered from a number of appliance dealers. The item had not shipped from ***** (manufacturer) as of July 20th when I spoke to the sales associate. In fact, it stated on the website that the item did not ship from ***** for 5-7 business days. I have been told that I am not able to receive a refund and that I would have to purchase something else from them or they keep the $3,872.69. The sales associate has stopped returning my emails and I have reached out to his supervisor 3 times (July 23, 24, and 26) and left 3 voicemails. I have not received a return call and am at a loss as to who to speak to in order to receive a refund.

  

  Business Response

  Date: 08/05/2024

  Dear BBB,

  As clearly displayed in RED on the customers order, the item she ordered was a special order item.  She electronically signed both the order and our terms and conditions that indicate special order items are non-cancellable and non-refundable.  However, in an effort to resolve this issue amicably, we have refunded the customer today-8/5/2024 in the amount of $3872.69. Customer should allow 7-10 business days for the credit to appear on her **** statement. Attached is the refund receipt.

  We consider this matter closed. Thank you for your assistance with this matter.

  Sincerely,

  Plesser's Appliances

  Customer Answer

  Date: 08/06/2024

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

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *******************************