Complaints

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:06/05/2023

  Type:Customer Service 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.

  We pur*****d this ********* refrigerator, with ice maker from Edwards Appliances in Depew, NY on February 21, 2023. The unit was received/installed in April 2023, we immediately started experiencing problems. The refrigerator was extremely noisy to the extend that the doors to our kitchen had to be closed to muffle the noise from the refrigerator. Contacted Edwards, a repair technician was sent from ** ********* ****** (Joe) who said that the compressor was bad. Another technician (Gary) came out on 4/27/2023, replaced the compressor, but the noise was still present. In addition, after the compressor replacement, we pur*****d food to keep in the refrigerator. After several days, we noticed the refrigerator ran continuously and the compartment was not cold. The food subsequently spoiled ($250 of food). Again, Edwards was contacted and technician, Gary, returned on 5/10/2023 and said that it was his fault that the refrigerant leaked out due to his not soldering the compressor connections properly when he replaced the compressor on 4/27/2023. When asked who would be responsible for our loss, he told us to contact Edwards. We contaced Edwards once again and spoke to Manager, Cole A***** Cole said that they could not be responsible for the loss of the food and told us to call ** ********* ******* In addition to the food loss, the refrigerator was just as noisy as it was before the compressor replacement. W did not feel comfortable in risking more food loss as the refrigerator was unreliable and still very noisy. When we asked to replace or upgrade to a different refrigerator, Cole said Edwards does not exchange or accept returns without manufacturer's approval. Cole gave us an 800 number to call, which we did, but after going through many automated menus (the phone number was ********* Canada !), we were on hold for 45 minutes lost the call. Called Cole again, Cole said he would do nothing. Filed a dispute with the credit card company (*****). Please help us. Thank you.

  Business Response

  Date: 06/05/2023

  All items we sell are covered by a manufacturers parts and labor warranty. Food loss is something the customer would need to contact the manufacturer about, which is what I told ** *****. We are not responsible for anything another separate company does or doesnt do while servicing a customers product. ** ********* ****** is the authorized servicer for all ********* products in our area. As per the service company, this refrigerator is now working as advertised. NO refunds or exchanges can be issued without a manufactures authorization, If ** ***** would like a refund or exchange he will need to call ********* and speak with one of their customer service reps.  thank you!

  Customer Answer

  Date: 06/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Thank you for your reply. I have read the response from the business ( Edwards Appliances ). What the business failed to tell you is that I have tried to contact the manufacturer, *********, maker of the refrigerator. After three visits from ** ********** and the loss of $250 of food after the second repair attempt, the refrigerator exhibits the same problem, namely that the refrigerator is extremely noisy and is not reliable. I am afraid to place food in it for fear of spoilage again. I have a video/audio recording of the refrigerator in operation, where the noise can be heard. I have shown this to the Edwards store salesmen and they claim that the new refrigerators these days ARE noisier than those manufactured years ago. I have told them that this is still unacceptable. Again there response is that I have to resolve this myself with the manufacturer, *********. When calling the ********* phone number given to me by Edwards, I am connected to ********* in Canada. After going through approximately TEN automated menus, I was placed on hold for over 45 minutes without talking to anyone. Again, Edwards did nothing to help me resolve this, insisting that they are absolved from giving me any satisfaction about an exchange or up grade to another refrigerator. The manager, Cole A****, was not pleasant in several phone conversations with me, citing their policy OF NO REFUNDS OR EXCHANGES. My stance is that this refrigerator is a "lemon" and cannot be repaired to my satisfaction. As stated in my original complaint, I had to close the doors to my kitchen in order to sleep at night because of the loud refrigerator noise. The noise could still be heard through the closed doors. This noise continued even after the refrigerator COMPRESSOR was replaced by ** ********** We have subsequently purchased a different refrigerator from another appliance dealer. This new unit cannot be heard while it is running and functions perfectly. I wish to have Edwards pick up their refrigerator from my home and issue a refund. Please call me should you require further clarification. Thank you ... Sincerely,  ****** *****

  Business Response

  Date: 06/15/2023

   Hello, I have already responded to this complaint. Please reference our last communication. Mr. ***** will need to contact ********* to resolve these issues.   Thank you! 

• Initial Complaint

  Date:01/20/2023

  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 bought a dishwasher from Edward's on June 28,22 and it was installed on July 7th, 2022. I called Edwards in November to complain that it wasn't getting the dishes clean so ********** came out December 2nd and said it was due to poor water pressure. Whatever. Then the 2 little half inch screws eventually started falling out and that was all that held the big dishwasher in place so every time I would pull out one of the 2 racks, I had to literally stop them from rolling onto the floor breaking all the dishes. Now every time I open the door I have to put a secure object underneath it to stop that from happening. I called Edwards to tell them about the problem and Cole, a supposed manager, left a message on my machine saying that the installer never remembered doing this job which tells me it wasn't an out of the ordinary job. Cole also said that I needed new cabinets, a new countertop, and a new floor to alleviate all these problems! It's funny because my dishwasher that was installed over 35 years ago never had any issues. The installer just put the kick plate against the wall underneath the dishwasher because he said it wouldn't fit. Then I told Cole to come and get the dishwasher and reimburse me for everything and he screamed at me "we won't be doing that! Have a great day"and hung up on me The whole time I was trying to talk to Cole he would talk over me, interrupting me. I will never shop at Edward's appliance again! I feel they took advantage of an older woman and ripped me off! I'm thoroughly disgusted with Cole! I have a dishwasher that I paid a total of $701.58, including installation, that lasted not even 6 months!

  Business Response

  Date: 01/27/2023

  The contractor who installed this dishwasher is not an Edwards employee, and has since went to resolve this issue, even though it was caused by aging cabinets falling apart  Thank you         Cole

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ********  Cole, the supposed mgr was very rude to me. What kind of mgr talks over the customer yelling and not listening. None of my friends 

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  11/29/2022 Date of Delivery $13,424.10 Total Payment to Edwards Appliance Free In Home Delivery Damaged my brand new concrete steps and won’t take responsibility for damage they caused The Gentlemen delivering were very friendly and helpful, however, upon them leaving there had been damage to the concrete steps at my home. The chip wasn’t there prior to Edward’s getting there and they were the only ones delivering anything yesterday. I noticed as soon as they left and called Edward’s to advise them right away. I received a phone call from Edwards Manager, Cole, the following morning and before I had any chance of describing the incident, he completely denied any culpability and said it’s impossible for Edward’s to have done any damage. He was not willing to listen to me and was very rude/argumentative. I had to talk over him just to explain what had happened. I said to Cole, you didn’t even see the damage, and he said, I don’t have to, no matter what it is, it’s impossible Edwards caused it. Basically, no matter what the damage was or what I said, he was going to say Edwards didn’t do it. There were other people there but no deliveries, just foot traffic. It wasn't there before Edwards got there, but it was there as soon as they left. My Builder, My Wife, & myself were all there to witness Edwards caused the damages.

  Business Response

  Date: 01/04/2023

  Hello,   We have a liability release signed by our customer. There is no possible way we could have cracked and chipped concrete steps during any point of delivery. We use a special appliance dolly that has rubber wheels and rubber stair climbers. The photos the ***** sent to us show damage caused by something sliding sideways, evident by the scrapes on the concrete moving from left to right. This type of damage is literally impossible to be caused on our delivery. Our dolly can only be pulled straight up or down steps because of the way it is designed. If it went sideways the appliance on the dolly would have been damaged, and there is no damage on any of the appliances we delivered. Id advise ***** to explore other possible causes of this damage, as our delivery crew were not the only ones to be in and out of ****** home that day.             Thank you              Edwards Appliance

• Initial Complaint

  Date:12/17/2022

  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.

  Purchased ********** refrigerator on Nov 4. Delivered Nov 9. At Thanksgiving there was frost build up along the freezer door frame. At the end of Nov I didn't think the fridge was cold enough - adjusted control. Then I placed a thermometer inside for the day. It was 55 degrees. Called Edwards Friday, Dec 1 at 9:30 am was told the repair company would get right back to me. At 4pm I called Edwards again. The repair company then called me to schedule an appointment the following Thurs, Dec 8. Repairman worked on the fridge about 45 mins then called **********. He got off the phone and told me that the refrigerator was unrepairable. Someone would call me. On Sat Dec 10th I hadn't heard from anyone and I went to Edwards . Explained the situation and told the saleswoman that I didn't want that same refrigerator model. I was was told that Cole, the manager was not there he would call me Mon morning. On Wed I called and was told the manager wasn't in but that he would call me Thursday morning. On Sat I went to Edwards again. -- Cole was actually there. He told me that there was nothing he could do. The issue was between ********** and me. They should have called me. If Edwards got involved they would have to pay for a replacement unit. He gave me an 800 number that basically does not get you anywhere. When you finally get to the prompt for customer service, the recording says that "they cannot accept your call at the moment" and then you are hung up on. I am frankly at a loss. I purposely choose Edwards because I wanted to give the local company my business. I read the complaints on BBB site and this is exactly the same thing. They do not help their customers if there is an issue with the appliance purchase. I don't understand how they are allowed to operate like this. I purchased an appliance from them in good faith and all they did was shaft me. The manager wouldn't even return my calls! I've been without a refrigerator since the end of Nov.

  Business Response

  Date: 12/19/2022

     Service went out on a refrigerator for our customer under warranty. They reported to the manufacturer that the appliance was unrepairable. The manufacturer should have reached out to our customer to arrange an exchange of the appliance. The customer said they didnt, so I called the service company to make sure they did in fact report it to ********** that it was deemed non repairable. They had a file number for her, so they did report it to the manufacturer. I gave the customer the number to reach the manufacturer so she can find out when they will be exchanging the appliance for her. ********** has not reached out to us to facilitate an exchange for our customer. This is in the hands of **********, and the customer needs to reach them to schedule an exchange. We cannot call on behalf of our customer, ********** wants to speak to the customer directly when it comes to these issues. The fridge will be exchanged, however she will have to call the manufacturer to schedule that with them.            Thank you                Cole A****              General Manager              Edwards Appliance

• Initial Complaint

  Date:08/04/2022

  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.

  Purchased a ** fridge I. April, delivered on 5/20/22. Started having issues and concerns from day 1. We gave it 2 weeks to maybe iron out kinks, but it did not. Early June I spoke with a Cole, who stated that something wasn’t right and would talk to ** rep, I called back but Cole was out for next few weeks, but spoke with a Christine and explained details to her, she sent out a rep. 6/21/22 rep came out and stated “ I cannot test it on high, I’m not allowed to, and as for your ice maker not working correctly, you will need to deal with it” and he left. Continuation of issues, fridge runs constantly, is loud, bangs, knocks, gurgles, hums, bangs, and ice maker is always jamming. Spoke with Cole early July, agreed that something was wrong and he will order a replacement, I stated due to so many issues ( not just one) we do not want the same brand. Cole stated he will talk to GE rep. I called back to find out what happened since no one ever calls me back, and Cole stated “the ** rep is getting frustrated because he is scrapping so many defective appliances and giving him a hard time”. Made several other calls weekly with no success. 8/1/22 spoke with Cole,he stated he will be talking with rep on 8/3, and he ordered me another fridge, in which I stated again we want a different manufacturer, he then said he will cancel it and I mentioned I will come in to pick out another fridge, he said “ok”. Went in 8/2/22 and was treated poorly by sale rep who gave us a hard time about choosing another brand and told us it won’t be in for several months and continued to tell us “you have a lemon” at least 3 times during our conversation, and that “our fridge is defective, it happens once I a while”. Called 8/3/22 to see what rep said, but was told Cole was off Wednesday, so we were once again lied to! Called 8/4 and Cole was busy. He called me back and left a message saying they will come fix ice maker but there is nothing else he can do with fridge”. we are stuck with defective fri

  Business Response

  Date: 08/04/2022

    Hello,

        ** service was out and ran diagnostics on this refrigerator. The technician found nothing was wrong. For Edwards to facilitate an exchange on a refrigerator that is under manufacturers warranty, it has to be authorized by the manufacturer. I did call to get a different service technician out to check on this refrigerator again, the customer did not answer. I left a message. If she wants a refund or an exchange, the first step towards that is service going out to see what the problem is. The customer is aware of our store policy regarding exchanges and returns. I can send a copy of the sales invoice, signed by our customer, that clearly states            that returns and exchanges must be authorized by the manufacturer , all items we sell are covered by a manufacturers warranty, no sales are made on a trial or exchange basis.....

   If the customer calls the store back, our sales associates would be very happy to set up another service call with ** appliances. IF she would like to escalate the matter further, she can call ** and open a case with their consumer relations department. Their number is ***********

                      thank you

                               Cole

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]yes, as I stated, a ** tech did come out and tried to diagnosis the fridge but the manufacturer had disabled the technicians ability to run a full diagnosis as stated by the ** technician. Due to this, they were not able to say if anything was wrong as stated by ** technician. This is where we re contacted Cole/Edwards Appliance and he stated that they are receiving a lot of complaints like this because the manufacturer is not providing any quality control prior to sending out appliances.  Cole stated that he’d offer another fridge. Yes, Cole did leave a message while I was out today, and I did respond via email because he is never available when I call, but I have not received a response from him. I also sent him additional series of videos with the issues, and once again, no response from Cole. Ive sent him several videos earlier in the week and once again and no response from him , I then had to until I asked Christine today. I am not the first customer with these issues with ** or Edwards Appliance. On their Fb Page there are some excerpts from other customers as attached above, and there are several more on their fb page.I have called Edwards appliance almost every week since first week and June and either Cole isn’t working that day or he’s getting married or on vacation….for almost a month straight. As today, I called and he wasn’t available. We went in person 8/2/22 and Matt stated “ your fridge is a lemon, it shouldn’t be doing those things, and defective products happen” . So they admit it is defective but refuse to do anything about it. I did offer Cole to send a technician, but in order to observe all the various malfunctions that occur over a 4-6 hr span, but once again, I never heard back from Cole. I have the emails to prove this!I did contact ** and I am awaiting their response.Regards,***** ******