ComplaintsforLen Harris, Inc.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a phone call from *****'s scheduling department informing me that the connectivity module is on backorder until 10/6/2023. I discussed with them that I made a second request for a refrigerator exchange (exchange case number ********** filed on 9/12/2023). I have already voiced to both Len Harris who I purchased the refrigerator (and other appliances - speed oven, dishwasher, hood, cooktop) and fully paid on 1/9/2023 and delivered to my home on 2/15/2023 and to Bosch on multiple occasions. Neither Len Harris nor ***** has helped me resolve the various problems with the refrigerator and cooktop. I have had multiple technician visits to my home and the problems are still not resolved, and this appointment makes no sense as the connectivity module is on backorder until at least 10/6/2023. I informed the scheduling representative that I wanted a new refrigerator and to have her supervisor contact me which was not done. It has been several months that I have been in communication with Len Harris and Bosch about my refrigerator and cooktop and it has not been satisfactorily resolved. The refrigerator has had multiple problems including but not limited to missing/faulty power module and connectivity module, dysregulation of temperature control, problems with the display screen, error messages, and asking for a change of filter when I have barely used this refrigerator as I have not been living in my home due to the completion of renovations - all of these issues should not be happening to a brand new appliance. The cooktop flame height at maximum continues to be low. Len Harris/***** needs to replace my refrigerator, fix my cooktop (replace if needed), and honor the offer of extending my warranty by a year from when all the appliances are replaced/fixed.

  Business response

  10/02/2023

  **************** received the delivery of his appliances in February 2023. As is typically with household appliances, they are warrantied by the manufacturer and the manufacturer alone. We did not perform the installations of these appliances. **************** has his own installers/contractors. As is standard with most items, if there was a problem within several days of the receipt, we would have been able to facilitate an exchange, but we were not notified of any issues for months after the delivery. Once an items is installed, all issues must be handled through the manufacturer, and ***** has been working with **************** according to their policies. We at Len Harris have no ability to change or make exemptions to *****'s policies.

  Further, in speaking to ***** on behave of ****************, we were informed that there is nothing wrong with the cooktop. **************** complains that the flame is too low in height, but ***** design is for an even height from the burner to the cooking vessel for even and controlled heating. If you speak to ***** technicians and representatives, they can explain this.

  As for the refrigerator, the only complaint **************** ever made to us was that the wi-fi module, a component that doesn't affect the primary function of the refrigerator, needed to be replaced, and that ***** was backordered on the component. It's patently false that ***** would not use their own parts in repairing their units, and if they were using knock-off or non-genuine parts, there would not be a waiting period to get a replacement. 

  The complaint about the water filter is due to a lack of understanding about how these systems often work. They typically based on timers from when the units are plugged in, and will show the replace filter warning/light every 3-6 months, regardless of usage (brand and model variable).

  In our experience in dealing with *****, when something does warrant it, they do replace units, and cover the costs of the installation of the replacement units. If they have not offered this option to ****************, that means that the issue with the appliances are minor and that the units are functional. 

  In all, we have appealed to ***** on ******************** behalf, and discovered in our phone calls with ***** and with service technicians that he is misrepresenting the nature of the issue with the refrigerator, and there is no issue with his cooktop, and making demands that go beyond *****'s existing policies. 

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