ComplaintsforEarl B. Feiden Inc. Appliance

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Protest of Earl B Fieden. The company Earl Fieden, of Latham, NY came out to service a expensive ********* range we bought from them. Repair person pretty sure knew problem, (we sent pictures ahead of time), and said ********* discontinued part but came out anyway. Said they could only use ********* parts and couldn’t help us, even though we bought range from them. After hearing this my wife spent about 15 minutes looking at ********* website and found they discontinued the part number but had a replacement number that would fix problem. We called ********* to confirm this and bought part. Spoke with repair manager at Fieden as it didn’t make sense both 1) repair person coming out and 2) not being able to get part. Once we found part offered for them to delete this charge and come repair. The repair Manager said they would come out but would not delete the original service charge. We had another authorized ********* repair person (found on ********* website) come out and fix range. Fieden charged us for nothing.

  

  Business response

  02/09/2024

  We have reviewed this customer's complaint as well as our internal communications regarding this customer's repair experience. We have found that this customer's complaint is accurate -- our team had provided this customer with incorrect information regarding the availability of the parts needed for this repair. We have reached out to this customer via email (attached here) to advise that we agree with their complaint and we agree to refunding them the amount they paid for their service diagnostics visit in full. We are awaiting a call from the customer to provide us with their credit card information so that the amount of $172.79 can be credit to the card which was used to make payment. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a dishwasher from Earl B. Feiden in 9/20 + 5 yr warranty; not installed until 5/23 because of cabinet issues. When Feiden installed the dishwasher, the technicians damaged it by not following the manufacturers installation. The dishwasher jammed in the opening, knocked the counter off the cabinetry, damaged the dishwasher door & scratched the cabinets. Feiden claims the opening was too small, however the manufacturer says you need at least 24 inches; I had 24 1/4. I paid a contractor to come and repair the counter & cabinetry & reinstall the dishwasher. Contractor had no problem installing; he carefully followed the instructions. Feiden still needed to replace the door. A technician installed new door, but after leaving the door would not stay closed. Feiden returned & adjusted the door; it worked for a couple days & then kept popping open. Another technician was sent: he discovered the trim around the washer had been put on wrong side so he reversed & cut the trim down only to cut it too short. New trim ordered and an outside contractor was hired to reinstall. New contractor pulled the unit out to reinstall & noticed the door was chipped. We notified Feiden & he installed; having no issues because he followed the installation instructions. When the door arrived a Feiden Technician installed the door & everything looked ok. A few hours after they left I went to open the dishwasher & the door crashed open with such force that it hit the metal kick plate on the bottom and tore the screws right out of the metal. The metal flew out & hit the new door, chipping it. Forgot to attach springs. Feiden refused to repair it & told me he wanted the unit back & would refund me & pick it up once uninstalled. I purchased a new dishwasher, but new installer would not remove old one because of the liability. I let Feiden know that he would have to uninstall. He then answers & tells me he is rescinding his offer for a refund & is going to repair it. Too late.

  

  Business response

  12/11/2023

  Hello,

  The client purchased a full set of appliances on 9/10/20 that we delivered in full on 06/05/21. On 05/06/23 we went out because they finally were ready for installation of the appliances; at the time of installation the dishwasher that the client ordered and was supplied factory specification sheets showing all necessary information would not fit in the opening that was built for this dishwasher. The client stated that during our attempted install it the side panel that was glued down came disconnected and had to be reattached which we paid her $370 to have done. After this we had been apprehensive about touching the unit that was installed so we hired a subcontractor at our expense and every time we have gone to the residence it was another issue. We at that time offered to take this dishwasher back that is over 3 years old as it seemed this would be the best for all parties. Since another person was installing the dishwasher we felt it was reasonable since we are refunding her for the dishwasher, extended warranty and the original cost of installation to his this unit left for us to pick up. The reason for this was to avoid another damage claim and also the fact that when we removed the dishwasher she would not be able to use her sink. We just were able to get our dishwasher back over the weekend and her card was refunded today. 

  Kind regards,

  Bradley

  Customer response

  12/11/2023

  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. While the business did refund my money in full; the response left by the owner was totally false. It is highly irritating when business owners cannot state the truth. The date of my purchase or installation date are insignificant as Earl B. Feiden gladly scheduled and took my money to install this product. He then keeps repeatedly telling me that the opening was not large enough. Another false statement as his paid technician measured it and there was .25 inches more than the required amount. He forgot to tell you that the first techs improperly installed the item and got it stuck in the opening to the point where they could not get it out. They damaged the door that he had to replace. When they replaced the door, the dishwasher would not stay closed and they had to come back 2 more times. When his contractor came back he had no issues installing the dishwasher which would mean that the Feiden techs did not know what they are doing. However, when his contractor installed he noticed the door was damaged again and it had to be replaced. When a Feiden tech did that he forgot to reinstall a spring and the door just crashed to the floor when opened. Bradley Feiden then refused to fix it after his employees caused all of the problems with this dishwasher from the very beginning. Every single repair needed was to fix something they had damaged. It is ridiculous that this man cannot be honest. A business that cannot take responsibility for their errors is a poor business. I will accept the refund as closure, but ?I will not accept this response. Regards, ***** *******

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the front load ********* washer serial number ******** from Earl B. Feiden Inc November 2, 2022. The washer immediately began vibrating so bad it would walk across the laundry room floor and not complete spinning and draining so i was left with soaking wet clothes. The issue has continued since i purchased the washer new from fedein's. I have made 18 phone calls and i have taken 5 days off of work for Feiden's to attempt to repair the machine. Today I called, August 8, 2023 because the issue still remains ( washer still not spinning out clothes leaving them soaking wet and the machine continues to walks around the laundry room). I spoke to Bradley Fedien and he told me he wont take the washer back and it isn't his problem that I need to call the manufacturer. At this point Feiden Inc sold me a lemon and I have patiently waited for the problem to be resolved by the seller and the seller told me today they wont help me. Bradley was convinced this was my first time calling about the issue with my washer, which was even more frustrating. I am seeking the refund of the purchase amount of $3351.24 I made on 11/2/2022 invoice number ******-0 attached below.

  

  Business response

  08/25/2023

  Hello ******,To start with this should only involve the 1 individual appliance he is complaining about which is the washer valued at $820 at the time of purchase which was very discounted as it was a brand new unit but sold as a floor model.We have attempted to resolve this issue with the client and during a phone call between myself (the owner of the business) and **** ******* we have come to a point that we do not feel comfortable having any of my staff members entering his home. During that recorded phone call Mr ******* was verbally abusive directly at me even going as far as asking "do you drink on your lunch breaks or something" and also asking "do you smoke crack or something". Prior to him speaking to me he was very rude during the conversation with one of our staff members stating that he was "dropping this off this piece of **** in your parking lot today"  we explained to him this is not an option and he was not having it which resulted in him getting me on the phone. This appliance is covered under a manufacturer's warranty since it was delivered 11/15/22 it will be under warranty until 11/15/23 we recommended to the client to call ********* as we are a dealer that also can service appliances that we sell however we reserve the right to refuse service for any customer that acts in this manner. If he calls the below number they will set him up with a service provider that will come to the home. If the machine is not repairable it would go up for review for an exchange per the manufacturer's warranty guidelines.Kind regards,BradleyThis is an excerpt from the declaration of warranty  IF YOU NEED SERVICE: 1. Before contacting us to arrange service, please determine whether your product requires repair. Some questions can be addressed without service. Please take a few minutes to review the Troubleshooting section of the Use and Care Guide or visit the “HOW-TOS & FAQS” section of ************************************** 2. All warranty service is provided exclusively by our authorized ********* Service Providers. In the U.S. and Canada, direct all requests for warranty service to: ********* Customer eXperience Center In the U.S.A. call ###-###-####. In Canada call ###-###-####. If outside the 50 United States and Canada, contact your authorized ********* dealer to determine if another warranty applies.  

*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. ↩