Complaints

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

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  Wilson Appliance Centers, Inc.

  795 State Route 3 Ste 104 Plattsburgh, NY 12901

• 

  Wilson Appliance Centers, Inc.

  215 Water Street Suite 3 Elizabethtown, NY 12932

• 

  Wilson Appliance Centers, Inc.

  32 Broad Street Plattsburgh, NY 12901

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:11/07/2024

  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 an ********** washer and dryer set on August 29, 2024. It was delivered on September 5, 2024. Brand new, but with a dent in the left side panel. Every time the dryer runs, it's a loud rub and clunk of the drum and panel hitting (assuming that is the only issue and not further damage). Driver made a note of the dent, and a new panel ordered as we were told it was faster to receive the replacement part than a new dryer. Repair person came September 26, 2024 and it was the wrong panel. They brought the right side panel. Incorrect. Noted the account again with wrong side panel and needed the left side panel and reordered. Scheduled October 21, 2024, they had canceled the repair due to call outs, covid and a truck breaking down. Each employee had a different reason for why the appointment was canceled. Rescheduled via phone, the repair is now October 23, 2024. The repair person came with the same exact box and right side panel that was incorrect from September 26, 2024. Said it was due to someone who wanted to get fired. Meanwhile, we were canceled on once in between repair appointments. We asked them to take the set back and refund. They said "no, that's not how it works". We asked to take the panel off the display set on the show room floor. "Nope, that's not how it works.". Received a call from the sales representative we had, who wanted to resolve this. That was October 24th. We still do not have a repaired dryer or even a call since to fix the issue. This has led to not being able to fully use our dryer because it is too loud to run at night and an incredible inconvenience. They are not willing to resolve this. We now want a refund in full. This has gone on for nearly three months now.

  Business Response

  Date: 11/22/2024

  Thank you for forwarding the letter of complaint from ******** ****** related to her damaged ********** dryer.  The excessive time to resolve this repair is far and away outside our normal scope of repair.  We have experienced backorders compounded with staffing changes that compromised our efforts to resolve this as quickly as possible.As of today, November 21st, we have agreed to exchange the dryer for Ms. ******.  The dryer has been ordered and scheduled for delivery at no additional cost to the customer on November 26, 2024.We remain hopeful that this will satisfy our customer, Ms. ******.Sincerely, Nathan WilsonPresident

  Customer Answer

  Date: 11/26/2024

  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. I requested a refund, there is a service plan offered when you buy from Wilson's Appliance, and I am terrified of dissatisfaction of any future services I may need for my ********** set. To top it, I have yet to receive the replacement they offered abd assumed i would be happy with. And as you can see, they have already changed my time slot. I requested morning to swap the dryer for a replacement altogether as I do work in the afternoon. I was offered morning, with just enough time to make it to work, and yet again, it's changed to something that will not work for me. I want a refund so I can purchase elsewhere. With a contact that is reliable and honest. I cannot trust they would provide a good and reliable service if I keep the washer and dryer set I purchased from Wilson's. It will always change. There will be multiple excuses as to why they changed it or why a part was ordered incorrectly. Just refund me. Period. Since even making it right isn't a possibility.  This company should be out of business.   Regards, ******** ******

  Business Response

  Date: 12/10/2024

  
  Thank you for forwarding the follow-up letter of complaint from ******** ****** related to her damaged
  Electrolux dryer. On November 29,2024, we completed a full exchange of the damaged dryer as
  previously determined. We received the follow up notice from your office after the exchange was
  completed and have not heard of any further concerns.
  We have attempted to reach out by phone to Ms. ****** about her satisfaction with the product exchange
  and have not received a response.
  We remain hopeful that Ms. ****** is now satisfied with the replacement dryer.
  Sincerely,
  Nathan Wilson
  President

  Customer Answer

  Date: 12/11/2024

  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.I responded to the BBB before they forced a replacement dryer. I said I do not want the set and I want a refund.  Mr. Wilson has lied in there attempts to reach me, other than one time. Yesterday in fact. In the afternoon, while I was working. They want to know if I am satisfied? NO. I do not want they're washer or dryer set at all. I want a refund. I do not want services from Wilson's Appliance at all. Imagine I need a service in the future? It'll be worse than this ordeal, and this was horrific in the handling of the matter that I needed to come here. They couldn't even give a time to suit my schedule for the replacement.  If I didnt take it though, they would not give me a refund and have the dryer. Take the set and refund the money. I do not want anything from Wilson's Appliance in my house. A washer and dryer has consumed my.life and caused such anguish since August 2024. I just want the set gone and money returned. Wilson's cannot redeem themselves with me.    Regards, ******** ******

• Initial Complaint

  Date:09/23/2024

  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 ****** washing machine from Wilson appliance center in July of 2023. It broke down July 31,2024. A service repair man came to assess the problem approximately 2 weeks after it broke down. I was told by the repair man that 3 parts had to be ordered and he planned on coming back and completing the job within a couple of weeks. I was given an appointment for September 6,2024. That date came and no one showed so I called to inquire only to be told that the appointment they had on their calendar was for September 20, 2024. I expressed my displeasure with their inability to communicate the change of appointment. The repair man came on September 20, and repaired the washer. He told it was functional, but he would come back within the week to replace another part. Again he told me that I could use the washer. I ran a washer cleaning cycle and actually started while the repair guy was still present. When I went to put a load of wash in later, I found my cellar flooded and the washer not functioning. It had drained the clean cycle onto the floor. This all transpired late Friday afternoon. I called Wilson’s to report what had occurred and the man I spoke with told me there was nothing he could do on a Saturday, but would file a report and have someone at my home on Monday, September 23, 2024. I ran my shop vac for approximately 2-3 hours to clear the water on the cellar floor. Wilson did not call or come to my home on Monday. I called Wilson’s to explain what had occurred over the weekend only to be put on hold. I asked to speak with a manager. I waited on hold for approval 3-5 minutes the was sent to a voicemail. I am no disappointed and frustrated with this company. The names of the company representatives I have spoken with include, Todd, Keith, Mark Laduke, and ****.

  Business Response

  Date: 09/28/2024

  
  Customer:
  ******** *******
  Dear ****,
  We received the notice of complaint from your office regarding the washer owned by ******* *******.
  Prior to receiving the notice of complaint, we dispatched and repaired the washer in question. We are
  currently working with Ms. ******* with a possible buy-back and purchase of an alternative brand and
  model appliance.
  Our company strives to provide the most dedicated and best trained service technicians in the
  Champlain Valley. Unfortunately, appliances can fail within their warranty period and require service
  under the terms of the implied warranty.
  I do believe at receipt of this reply, the dispute will be settled.
  Regards,
  Nathan Wilson

  Customer Answer

  Date: 09/30/2024

  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. 
  
  Regards,
  
  ******** *******
  
  
  
  
  

• Initial Complaint

  Date:08/24/2024

  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.

  In January 2024, I purchased an ********** washer and drier from this business. Neither has worked properly since the day purchased. Had numerous service call. No resolution and in many cases made new problems. When I went into the store, I wanted purchase an ** washer and drier, was told by the sales person that the ********** was a much more reliable machine and convinced me to buy them. Since the day they were delivered, there have been numerous problems none of which have been fixed despite numerous repairs. The drier has had everything that can be replaced on it and it still doesn't dry. The washer, the door was not latching so the machine would not turn on and the dispense for the detergent would fill with water and not empty. They came to fix which was replacing the circuit board. The next day (today) tried to do a load of wash. The 42 minute cycle took over 2 hours, never went through spin cycle, so clothes were dripping wet. Tried on the rinse/spin cycle (12 minutes, ran for over an hour) never spun, clothes even wetter. Called was told so sorry nothing we can do until Thursday at earlies. In the meantime, have a washer filled with soaking wet clothes. I don't live here full time, so what limit amount of clothes I had were all in the washer, so now have no clean clothes. Wilsons needs to takes these defective machines back and issue a refund, so I can go purchase a washer and drier that actually works. These have been defective since day one yet, I have had to endure months of non functioning appliances and am continuing to be asked to deal with more and more issues.

  Business Response

  Date: 09/10/2024

  BBB spoke with a representative of the business who indicated that the consumer had been refunded and that she picked up the check.

• Initial Complaint

  Date:08/06/2023

  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.

  November 28,2022 (invoice date 12/8/22), I bought a Stove, Microwave and Dishwasher from Wilson Appliance in Lake Placid for $2,988. I requested a part (back splash trim for the stove) be added which they told me they had to order. I suggested that they wait and deliver all the appliances when they had the part. They immediately said they can get the part in about two weeks and it was no problem to make a second trip to my house to install the part. I assumed they were trying to form a good relationship with a customer and agreed. It is August now and I have a stove with a missing part and have called them multiple times and received various replies (and no reply on a recent call to the Plattsburgh store which was forwarded to the Manager) on why they had not been able to obtain the part as promised in December. In June I was promised a call/the part installed on July 5th and did not receive a call. I called shortly thereafter that having looked at the ********** website and found the part available for immediate delivery and received a sharp, unfriendly reply after stating that. They need to follow through with what they committed to when I bought the appliances and paid for installation thereof. I would not have bought the stove/any of those appliances if I did not expect them to follow through with their clear statement that they would be back to install the part when it was received and that it would take about two weeks. And if it was an issue, why not just wait for the part as I asked?? Invoice No. ****** Invoice Date: 12/8/22

  Business Response

  Date: 08/17/2023

  
  Relating to the above complaint from ***** ****** on his backordered ********** rear backsplash, part ID number *********, we continue to have an ongoing backorder from December 6, 2022.  While many products have made a complete recovery from the Covid 19 pandemic, select pockets of inventory have continued to be challenging where we see fulfillment delays as lengthy as 18 months with little communication from our vendors or manufacturers.
  With specific reference to Mr. ******’s backsplash, we have this on order with two different vendors plus have escalated the urgency with our ********** representitive on July 5, 2023.  Xavier V********, the original salesperson working directly with Mr. ******, has been diligently trying to procure this backsplash by all way of our access points.  We have not collected any payment for this item, so if Mr. ****** believes he can find this elsewhere, we would encourage him to try.  If by any chance Mr. ****** is able to find the backspash from an alternate source, we would gladly install it at no charge.
  I do regret that we did not communicate in the most fluid way on this backorder.  As a token of good faith, we would like to offer a $50 gift certificate for the delay on this item.
  
  Best Regards,
  
  Nate Wilson

  Customer Answer

  Date: 08/22/2023

  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. All I ask for is the part that I was told would be delivered 8 months ago, not the promotional coupon and promotional items I received in the mail recently.  At least some indication that they are making an effort to purchase the part.  All my phone calls have been ignored. Regards, ***** ******

  Business Response

  Date: 09/05/2023

  
  On Friday, September 1st, our service department was able to install the backsplash that Mr. ****** procured on his own, to help fully install his range.  I regret that we were unable to obtain the backsplash in a timely manner, but unfortunately our purchasing channels are continuing to show this piece as nationally backordered. 
  I do believe that this issue is now fully resolved with the customer, and their range is fully functional in their home.  We have made two phone call attempts to follow up with their satisfaction, but have not received a return call. 
  
  Best Regards,
  
  Nate Wilson

• Initial Complaint

  Date:07/29/2023

  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 ******* refrigerator from Wilson's Appliances on 06/24/2023 for $699.00.I called Wilson's on 07/25/ to talk with someone about the refrigerator. I was told that they don't work on ******* and they tell everyone before they purchased a ******* Wilson's doesn't work on them.I was never told Wilson's doesn't work on ******* Appliances.I spoke to the Sales man that sold me the refrigerator.The sales person said he had told me and my Son when I purchased it that Wilson's didn't work on ******* Appliances. I was never told about anyone not working on *******.The Sales man from Wilson's came to my home to look at the refrigerator,on Thursday 07/27.I was told that they would call me back Thursday night or Friday. I didn't receive a call back.I called back on Friday afternoon and was informed that both the manager and sales person was not working.I called again on Saturday and the manager said they won't take the refrigerator back.The manager was unwilling to work with me.I'm not happy with the refrigerator and wanted to exchange it for another refrigerator. Again I was told that they won't take it back. I've had the refrigerator for just over 30 days.I was more than happy to try to resolve the issue with Wilson's.I would like the refrigerator replaced or refunded.I was never told at the time of the sales that Wilson's didn't work on ******* Appliances.I am being hung up on and my calls have been directed to The Vermont location.I'm trying to get a appliance that Wilson's does work on.I have not been able to resolve the situation with Management. I don't want a ******* refrigerator, I'm not happy with the refrigerator and wanted to exchange it for a appliance that I am satisfied with.I have been trying to take care of this issue with no Customer Satisfaction.

  Business Response

  Date: 08/15/2023

  
  Relating to the above customer concern regarding their ******* Refrigerator, Model ***********, Serial **************, we are sorry to hear the customer is not satisfied with their purchase.  ******* appliance repairs should be scheduled through the ******* portal *******************************************, where the manufacturer is required to provide national service.  This is the same procedure whether the appliance is purchased from Wilson Appliance, *****, or **** ******  If ******* is unable to provide the necessary service, per the published warranty, ******* should replace the unit.
  If the customer is simply unhappy with the product, we do offer a return option with a refund of the cost, less a 30 percent restocking fee, to cover handling and refurbishing of the appliance.
  Should you have any other questions or concerns, I can be reached at ###-###-#### option 0.
  
  Best Regards,
  
  Nathan M. Wilson
  President

• Initial Complaint

  Date:01/02/2023

  Type:Customer Service 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.

  In July 2022, I brought my vacuum ****** **** ****** * ******* ****** * ******) to Wilson Appliance in Lake Placid to be serviced. I expected a $50 cleaning bill. In the weeks following, I was told the vacuum was not finished. In the months following, I was told my vacuum was lost and they could not find it. In the last month, they longer will take my calls. I've left messages and have demanded to speak to a manager. I don't know how to proceed other than reporting to BBB. The retail value of my vacuum is $379.00. I currently have no vacuum and have received no compensation, exclamation, remorse, etc.

  Business Response

  Date: 01/19/2023

  Hi ****, To the best of my understanding, this is fully resolved. On January 4th, 2023, the customer picked up a replacemen* ***** **** ****** *** ******* ****** at no charge to Mr. ******* satisfaction.  I believe the customer is fully satisfied with the replacement at this point.  Best,  Nathan M. W*****  President  Wilson Appliance Centers, Inc  Plattsburgh and Lake Placid, NY  St. Albans, VT. 

  Customer Answer

  Date: 01/19/2023

  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.   Regards,  ******* *****