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Business Profile

Major Appliance Dealers

Home Appliance Sales & Service

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Major Appliance Dealers.

Complaints

This profile includes complaints for Home Appliance Sales & Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:01/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 August 31, 2025, I purchased new kitchen appliances from Home Appliance Sales Service in Brunswick, Ohio. Many problems: microwave broken upon arrival, wrong color appliances, complaint is mainly with dishwasher/service to protect me, consumer. The dishwasher was installed incorrectly; the installer from Home Appliance fails to admit he broke my water valve. The dishwasher I had prior to new one ran fine and was only being replaced to match new appliances. The new dishwasher would not clean the dishes properly. There were at least 6 visits to my home beginning with Home Appliance. The technicians would come out but never properly diagnosed the problem. I went to manufacturer who sent out a technician (****) 3 more times who finally concluded (after ordering several parts that were not needed and wasting my time several more visits) that the braided cord was too long and that the dishwasher was not filling up with water due to a lack of pressure coming from the water valve. This should have been checked and installed correctly by Home Appliance on the day they brought the dishwasher. This went on from August 2024-Jan. 2025 leaving me with no working dishwasher through holidays and beyond. The tech from ******* (manufacturer) told me to call Home Appliance and tell them that it is an installation problem or to spend my own money and hire a plumber to fix the issue. I did what he said, called countless times to Home Appliance and finally spoke with ***** ****** in service. He would not offer to fix the valve that his installers broke and will not take responsiblity to correct the matter. This resulted in my hiring an outside plumber who corrected the broken valve, cut the very long braided cord and reinstalled the dishwasher correctly at my expense of $301. I sent ***** a message explaining the issue and asked to be reimbursed only to receive an email from him offering an extended warranty that I already purchased! No more communication from the co.

      Business Response

      Date: 01/27/2025

      Please see our attached response to this claim. 

       

      [[BBB transcription via attachment, see attachment]]

       

      To Whom It May Concern,

      Thank you for providing us with the opportunity to address the concerns raised by Ms. **** ******. We understand her frustrations and are committed to clarifying the situation while ensuring that we provide fair and professional service to all our customers.

       

      We have conducted an extensive review of Ms. ******’ case, as detailed below. Based on our findings, we respectfully maintain that our team is not responsible for the damage to the shut-off valve and that the customers’ claims contain notable inconsistencies.

       

      Timeline of Events

      1. Initial Installation (10/11/24):
        • The dishwasher was installed and tested, with a test service cycle confirming proper operation.
        • Photos were taken at the time of installation, which show the shut-off valve intact and undamaged. These photos are available for review.
      2. First Service Report (11/14/24):
        • The customer reported an issue with the dishwasher’s top rack not cleaning. Our service technician visited on 11/18/24, ran a test cycle, and found no issues.
      3. Second Service Report (11/20/24):
        • The customer called back to report that the bottom rack was not cleaning, and the soap dispenser was malfunctioning. During our 11/22/24 visit, the technician again ran a test cycle and found no issues with the dishwasher’s functionality.
        • At no point during these visits were issues with the shut-off valve reported.
      4. Third-Party Assessment (12/30/24):
        • GE technician ******* inspected the dishwasher and determined it was functioning properly. He advised the customer that the root cause of her concerns was likely related to her home's plumbing, specifically the water valve.
        • This was confirmed during follow-ups on 1/8/25 and 1/11/25, when *******’s technician explicitly stated that the issue was not with the appliance or its installation but with the shut-off valve in the home.
      5. Plumbing Repair (1/13/25):
        • The customer hired a plumber, who replaced the shut-off valve. The plumber’s invoice describes the repair as a valve replacement and makes no mention of any prior damage caused by our installation team.
      6. Complaint Follow-Up:
        • On 1/21/25, we extended a goodwill gesture to the customer in the form of a complimentary 3-year extended warranty on her dishwasher, even though our team was not responsible for the plumbing issue. This offer was made to demonstrate our commitment to customer satisfaction.

       

      Anomalies in the Customer’s Claims

      1. Delayed Allegation of Damage:
        • The customers’ claim that our team damaged the shut-off valve during installation was not raised until nearly three months after the installation, despite multiple service visits during this period.
        • At no time during these visits did the customer or our technicians report any issues with the shut-off valve.
      2. Conflicting Statements:
        • The customer initially agreed with GE technician *******’s assessment that the valve issue was unrelated to the dishwasher. However, she later claimed that we were responsible for damaging the valve during installation.
      3. Plumber’s Invoice Details:
        • The plumber’s invoice describes the work performed as a "repair dishwasher shut-off valve" and lists a standard repair kit as the part used. There is no indication that the valve was damaged or improperly installed by our team.
      4. Aggressive and Abusive Behavior:
        • On 1/22/25, the customer called and verbally abused one of our Sales Coordinators. While we understand her frustration, we expect all interactions to remain professional and courteous.

       

      Supporting Evidence

      • Installation Photos: These confirm that the shut-off valve was intact and undamaged during the dishwasher installation.
      • Service Records: Multiple service visits were conducted, and no issues with the shut-off valve were noted.
      • Third-Party Findings: Both GE technician ******* and our team concluded that the issue stemmed from the customer’s plumbing, not the appliance or its installation.
      • Plumber’s Invoice: The description of the work performed does not indicate damage caused by our installation.

       

      Our Position

      Based on the above findings, we maintain that:

      1. The shut-off valve issue was unrelated to the installation of the dishwasher or subsequent service visits by our team.
      2. The plumber’s invoice and third-party assessments support our position that the valve issue was a pre-existing or unrelated plumbing concern.
      3. Our team acted professionally and in good faith throughout the process, including extending a complimentary 3-year extended warranty as a goodwill gesture.

       

      We believe we have gone above and beyond to assist the customer despite the lack of evidence supporting her claim. While we regret that Ms. ****** is dissatisfied, we respectfully decline her request for reimbursement of the $301 plumbing bill, as it is not our responsibility.

      Conclusion

      We value our customers and strive to provide exceptional service. In this case, we have made every effort to address Ms. ******’ concerns professionally and fairly. We appreciate the opportunity to present our side of the situation and hope this response clarifies our position.

      Should you require further documentation or clarification, please do not hesitate to contact us.

       


      Customer Answer

      Date: 02/01/2025

       I am rejecting this response because:  First of all, I will accept the extended warranty that you do offer; however; I am still asking for you to accept responsibility as the installer you sent broke the water valve leading to the dishwasher and left a cord that was much too long for the dishwasher to adequately push water into the dishwasher.

       

      You say you have pictures, so do I.  The reason that the issue of the broken valve was not mentioned until the technician from ******* found the problem is becasue your technicians were not capable or knowledgable to find the problem on their first two visits.  This created a domino effect of several more visits to find the issue.  Why would I mention the broken water valve as I am not a technician which is why I called you to come out and diagnose a problem.  Your analysis of the matter does not even make sense!

       

      Both the technician from ******* and the plumber clearly stated that the installer broke the valve at time of installation.  The proof goes beyond this as my previos dishwasher worked effectively prior to your installer touching the valves.

      Upon calling your sales office for help, I was ignored, shuffled around from person to person, hung up on, ignored and lied to for months.  Your company created frustration and inconvenience for several weekends keeping me at home waiting for your technicians to come to my home for nothing; they were never able to diagnose the problem.  Another company had to find your installer's negligence and incompetecies to install the dishwasher properly. Your company broke the valve and charged me an additional $150.00 to install a new water line that did not work!

       

      Why are you offering me a warranty, when your company clearly already charged me $299. 00 and $399.00 for an extended warranty on all the appliances I purchased?  This is not a fair resolution to this problem.  I have asked you, *****, several times to confirm the warranties that I purchased.  I have the paperwork here in front of me.

      Please do the right thing and accept responsibility for the broken water valve that your company charged me to install and failed to do so effectively.  If it was not for the plumber, I would still be waiting for you to figure this out and would be without a dishwasher that was paid for in August of 2024. 

       

       

       


    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Refrigerator is not plum and does not fit into the space that we have between our cabinets properly. This refrigerator is a lemon and is also freezing food. We are unable to level it. We would like a whole new refrigerator

      Business Response

      Date: 01/27/2025

      To Whom It May Concern,
      Thank you for the opportunity to respond to the complaint submitted by Mr. ****** **** regarding concerns with his refrigerator. We value our customers and take their feedback seriously, and we appreciate the chance to provide clarity on the steps we have taken to address this matter.


      Mr. **** initially reported concerns with his refrigerator on September 25, 2024, specifically regarding its alignment and functionality. Shortly after, additional concerns were raised about freezer defrosting and door functionality. Our team responded promptly by dispatching a technician on October 8, 2024, who identified an issue with the freezer rails. Replacement parts were ordered and installed during a follow-up visit on November 22, 2024. During this time, the technician also addressed the refrigerator’s alignment concerns and determined that external factors, such as the dimensions of the surrounding cabinet space and uneven flooring, were contributing to the leveling issue. While we provided guidance on adjustments (shimming) to resolve the alignment problem, these adjustments are not covered under the manufacturer’s warranty.


      Despite the steps taken, Mr. **** continued to express dissatisfaction, and we have since agreed to schedule another service visit to reassess the refrigerator and review the previous diagnostics. This appointment has been set for January 29, 2025, and we hope it will provide additional clarity and resolution. We also offered to arrange for our logistics team to complete the shimming process required to level the refrigerator. While this service would be at the customer’s expense due to warranty limitations, we made this offer in good faith to help resolve the issue.

      It is important to note that the refrigerator was picked up from our warehouse on August 31, 2024, and our policies require any issues to be reported within two days of pick-up. The alignment concerns were raised several weeks after purchase, and the leveling issue is impacted by factors outside the scope of the manufacturer’s warranty. However, we remain committed to ensuring the customer’s satisfaction and have continued to provide support throughout this process.


      Our team understands how frustrating this situation has been for Mr. ****, and we are dedicated to working toward a resolution. We have made every effort to address his concerns within the framework of our policies and warranty terms, and we will continue to assist in finding the best possible outcome. We appreciate the opportunity to explain our position and actions and welcome any further questions or follow-up from the BBB.

    • Initial Complaint

      Date:12/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 GE Profile dishwasher with an extended warranty managed by Centricity. When the dishwasher broke it was determined that it was not repairable after an inspection from the appliance store. After months of issues between Home Appliance and Centricity, my "claim" was approved. However, the original purchase price of the unit was $925 and I was offered either a low end $500 GE dishwasher or a cash payout. I had already had issues with the low end units before upgrading to the Profile line. I received a check for $499.99. Centricity has told me that it was Home Appliance Sales and Service that determined that my $925 dishwasher was "comparable in features and function" to a $500 unit so that is why Centricity only approved that amount. However, since the price of the warranty is based on original purchase price, it should be, like every other warranty company out there, covered either at full replacement value or like-for-like replacement. If not, then the warranty should reflect the cost of replacing the unit with any unit that can wash and dry dishes, regardless of sound, speed, and quality of materials.

      Business Response

      Date: 12/11/2024

      Thank you for taking the time to share your feedback regarding your recent warranty claim. We understand how frustrating this situation has been and appreciate the opportunity to address your concerns.


      1.Replacement Unit Offered:
      The replacement unit we offered was the current model equivalent to your original GE Profile dishwasher, as GE discontinued the slate color in the Profile line in October 2023. Attached is GE’s lineup chart, which highlights that the features of your original model are carried over to the replacement unit. The standard retail price of the replacement unit is $999, though it was temporarily on sale for Black Friday at $579.


      2.Options for Staying in the Profile Line:
      During multiple conversations with our sales manager and customer experience leader, you and your wife were informed that you could remain in the Profile line if you opted for a stainless steel finish instead of slate, since your model was discontinued. You chose not to pursue this option. As such, we offered the highest-end slate dishwasher available with comparable features to your original unit.


      3 Cash Buyout Option:
      As per the terms of your warranty, a cash buyout option was available if you preferred not to accept the replacement unit. It was explained that the buyout amount would reflect deductions, including the cost of the service call claim already paid out. This process and the associated terms were outlined in the warranty contract, which was emailed to you shortly after your purchase.


      4. Warranty Terms and Compliance:
      Your warranty was administered in compliance with the contract terms. The replacement unit offered, or its equivalent value, was in line with the provisions outlined in your warranty agreement as it was an exact like for like replacement. By opting for the cash payout, you received the amount specified after considering the deductions outlined in the agreement. A copy of the warranty agreement is attached.


      We regret that this resolution did not meet your expectations. However, all options and associated terms were fully explained to you prior to your decision to take the cash payout. We are confident that we fulfilled our responsibilities as per the warranty agreement.


      If you have additional questions or need further clarification, please don’t hesitate to reach out.

    • Initial Complaint

      Date:11/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Beko refrigerator around August of 2020. The refrigerator ran very loudly from the beginning. Home Appliance came out 3 times to fix this issue, but never did. In April of 2024, the ice maker stopped working (there was a crack in the ice tray, so that every time it would fill, the water spilled into the freezer). Home Appliance came out to repair this, and again, did not. They said they were waiting to hear from their Beko representative, but never followed up. I placed multiple calls and texts to follow-up, which were not returned. Then, in August of 2024, we lost power for 5 days due to a storm. When the power was restored, the refrigerator did not function at all (it did not cool). I filed a homeowner's insurance claim and was told that I only needed an inspection report stating that the power outage caused the refrigerator to die. Home Appliance came out in early September and completed the inspection. The service technician verified to us that the outage "killed" the refrigerator. I was told we would have the report by the end of the week. To date (11/29) I have still not received this report. As a result, my claim was denied and I am unable to receive a replacement. I have called multiple times and was informed that they refuse to take responsibility for this denial, even though it was their lack of follow through that caused it. I have requested that they provide a replacement refrigerator, as they are the reason that my insurance company denied the claim. They refuse.

      Business Response

      Date: 12/11/2024

      Thank you for taking the time to share your concerns. We value all feedback and strive to address every situation with care and professionalism. Below is a detailed response to the points raised in your complaint:

      1. Regarding the initial issue with the refrigerator running loudly:
      Our first service call regarding this matter was nearly two years after your purchase. While we were not made aware of the noise issue from the beginning, we replaced the compressor twice under warranty in an effort to resolve the concern.


      2. For the issue with the ice maker in April 2024:
      By this time, the refrigerator was 19 months out of its warranty period. However, understanding your frustration from past issues, we attempted to work with the manufacturer on your behalf to defer repair costs as a courtesy. In hindsight, we acknowledge that handling this as a standard COD repair due to the age of the unit might have been a clearer approach.


      3. Regarding the inspection report for the homeowner's insurance claim:
      After the refrigerator ceased functioning following the storm-related power outage in August 2024, our technician conducted an inspection and confirmed that the power outage was the cause of the failure. The requested report was sent to you via text link on November 14th. Additionally, our service manager followed up with you by phone to discuss the document. Our technician also offered to contact your insurance company directly to verify that they had everything needed to process your claim, but this offer was declined.


      We understand and sincerely regret the inconvenience caused by these multiple issues. While we cannot take responsibility for your insurance company’s denial of your claim, we are committed to ensuring you have a functional refrigerator. To that end, we will reach out to work toward a satisfactory resolution.


      Your satisfaction is important to us, and we appreciate the opportunity to address your concerns directly. 

      Customer Answer

      Date: 12/11/2024

       I am rejecting this response because:

      I accept the explanation of their handling of the noise of the appliance. Regarding the ice maker, I included that in my complaint to highlight that it was never fixed despite my repeated requests for them to do so. As the only Beko servicer in the area that I am aware of, their lack of follow through to get the requested parts was a problem and speaks to a pattern of problems with their service. 
      While I did receive the refrigerator inspection report on November 14th, this was several months after the inspection was completed, and numerous (at least 10) texts and phone calls requesting it. This also came approximately 2 months after my homeowners claim was denied. The sole reason that my claim was denied was the lack of this report. My insurance company had no fault in this matter, as it was made clear to me that this refrigerator would have been covered had they simply had this report verifying that the storm damaged it. Again, it is Home Appliance’s negligence in providing this document that is the problem.


    • Initial Complaint

      Date:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Entered by BBB staff LO Consumer states they purchased a dishwasher 5/3/2023. Since January they have had 6 service calls, they have sent photos and videos. The dishwasher currently does not work. There was water all over the floor. The console has been replaced, as well as the handle and the door. It shuts off on its own and beeps every 20 seconds. The consumer has contacted Home Appliance and Whirlpool. Someone was supposed to come out today and they received a call this morning that the person was injured and would not be out until 4/4/24.

      Business Response

      Date: 04/04/2024

      We sincerely apologize for the inconvenience experienced by the consumer regarding their recent dishwasher purchase. We have investigated the matter thoroughly and are committed to rectifying the situation to the best of our ability.


      Upon receiving the complaint, we promptly engaged with the manufacturer to address the recurring issues outlined by the consumer. After careful examination and consultation with the manufacturer's technical team, we have arranged for the dishwasher to be exchanged at the earliest convenience of the consumer.


      We understand the frustration caused by the numerous service calls and the prolonged inconvenience endured by the consumer. Due to our service backlog, we engaged the services of another service provider to assist the customer faster and unfortunately, they cancelled due to illness. We immediately engaged another servicer who promptly completed the call.


      Our commitment to customer satisfaction remains unwavering, and we are grateful for the opportunity to resolve this matter swiftly and efficiently.

    • Initial Complaint

      Date:03/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 am writing to file a formal complaint against Home Appliance Sales & Service regarding the purchase of two Zephr beverage coolers for our kitchen that were installed on November 2, 2023. These coolers were delivered and installed by their crew, and immediately upon operation, one of the coolers began producing a loud operating sound that persisted in a constant cycle. Despite multiple attempts to rectify the issue, including the replacement of fans and assessments by technicians, the problem persists. The latest diagnosis suggests that the compressor may need replacement, a complex and rare procedure according to the technician. He went on to even say that if we didn’t have two of the Zephr beverage coolers, we wouldn’t know that the one was defective and loud. Throughout this process, communication from Home Appliance Sales & Service has been lacking, with promises of updates going unfulfilled and calls left unanswered. It is evident that the unit we received was defective from the moment of installation, and subsequent attempts at repair have been unsuccessful. At this point, we believe that the most reasonable resolution to this ongoing issue is a replacement unit. Despite expressing this sentiment to the manager of Home Appliance Sales & Service, we have received no indication of progress or willingness to pursue this course of action. We are now seeking assistance from a third party, namely the Better Business Bureau, in resolving this matter. We urge Home Appliance Sales & Service to acknowledge the defective nature of the product and take appropriate action to rectify the situation promptly. Thank you for your attention to this matter.

      Business Response

      Date: 04/04/2024

      We sincerely apologize for any inconvenience experienced by the consumer in relation to their purchase of a Zephr beverage cooler from Home Appliance Sales & Service. We deeply regret the frustration caused by the issues reported and appreciate the opportunity to address the concerns raised in the formal complaint.


      We acknowledge the persistence of the loud operating sound and subsequent attempts to rectify the issue through various repair attempts. Prior to the consumer reaching out to the Better Business Bureau, we had been actively working with the manufacturer to obtain the approval to exchange the defective beverage cooler. Unfortunately, working through the warranty process can take a considerable amount of time.


      We are pleased to inform you that a replacement unit was provided to the consumer on April 1st, in an effort to swiftly rectify the situation. We are committed to ensuring customer satisfaction and apologize for any inconvenience caused during the resolution process.


      If there are any further questions or concerns that require our attention, please do not hesitate to contact us directly. Thank you for your assistance in resolving this matter.


    • Initial Complaint

      Date:12/28/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 washer and dryer from this company in December 2019 (delivered in Jan 2020). We purchased the extended 5-year warranty from this business on both appliances. In November 2023, the washer stopped working. We contacted the company and they sent a repair person out several weeks later who told us that a very expensive part needed replacing and that they would have to get approval from the extended warranty service. After several more weeks, the part was finally approved and came in. A technician came out on 12/26 to replace the part. The very next day, we tried to run the machine and the same problem occurred and the clothes were not clean, so we called back. This time, they told us they could not come out until the following week to look at it again. In the meantime, we've spent nearly $200 cleaning our clothes at the local laundromat. They said only the warranty 3rd party could approve a complete replacement. We told them at this point, we're going on 2 months without a working washing machine and would rather just be refunded the amount we paid for the extended warranty and move on. They are refusing to refund us for what we paid for the extended warranty. We have already purchased a new machine from a different company and we would like to be refunded the money that we paid for the extended warranty, since they were unable to honor it and repair or replace our machine in a reasonable manner or amount of time. We are only asking for the refund on the warranty, not the entire machine or the money we've spent on laundromats (which will just continue to go up the longer this would have gone unresolved). We think the extended warranty cost us between $200-300.00.

      Business Response

      Date: 03/14/2024

      Cus***er Information:
      *** ******
      *** **** *** **
      **** ****, ** *****
      Daytime Phone: (**** ********
      E-mail: *******************
      Complaint ID ********


      We genuinely appreciate you taking the time to share your feedback about your recent experience with our company. Providing exceptional cus***er service is at the heart of everything we do and are sorry to hear when we’ve fallen short of meeting your expectations.


      Upon receiving your complaint, we thoroughly investigated the issues you raised regarding your washer and dryer purchase, along with the extended warranty. According to our records, we delivered both appliances along with a 5-year extended warranty on January 14, 2020, with a total cost of $279. The warranty for the washer was valued at $179, while the dryer's warranty amounted to $100. I've attached a copy of your invoice for your reference.


      Your first reported issue with the washer occurred on November 22, 2023, and our service technician promptly visited your home within 6 business days. However, due to the terms outlined in the warranty contract, obtaining authorization for the necessary repair parts from the warranty company took some time. We apologize for any inconvenience this delay may have caused. Once the authorization was secured, we installed the part on December 26, 2023.


      Despite our efforts, we understand that the issue persisted, and you reported further concerns on December 28th. We immediately escalated the matter and scheduled another visit from our technician, which was initially set for January 2nd. However, we acknowledge your decision to purchase a new washer instead.


      As per the terms of the warranty agreement, we've processed a refund for the remaining pro-rated amount, minus any claims, which amounts to $32.82. This amount is based on the remaining time left on the contract and the prior claim filed. I've attached the relevant document for your reference.


      To streamline the process for you, we'll personally handle the cancellation of your warranty contract with the warranty company and ensure that the refund of $32.82 is mailed to you by the end of this week. However, if you prefer to handle this directly with the warranty company, please feel free to do so.


      We genuinely value your business and sincerely apologize for any inconvenience you've experienced. Please don't hesitate to reach out if there's anything else we can assist you with. Your satisfaction is our utmost priority.

      Business Response

      Date: 03/14/2024

      Cus***er Information:
      *** ******
      *** **** *** **
      **** ***** ** *****
      Daytime Phone: ***** ********
      E-mail: *******************
      Complaint ID ********


      We genuinely appreciate you taking the time to share your feedback about your recent experience with our company. Providing exceptional cus***er service is at the heart of everything we do and are sorry to hear when we’ve fallen short of meeting your expectations.


      Upon receiving your complaint, we thoroughly investigated the issues you raised regarding your washer and dryer purchase, along with the extended warranty. According to our records, we delivered both appliances along with a 5-year extended warranty on January 14, 2020, with a total cost of $279. The warranty for the washer was valued at $179, while the dryer's warranty amounted to $100. I've attached a copy of your invoice for your reference.


      Your first reported issue with the washer occurred on November 22, 2023, and our service technician promptly visited your home within 6 business days. However, due to the terms outlined in the warranty contract, obtaining authorization for the necessary repair parts from the warranty company took some time. We apologize for any inconvenience this delay may have caused. Once the authorization was secured, we installed the part on December 26, 2023.


      Despite our efforts, we understand that the issue persisted, and you reported further concerns on December 28th. We immediately escalated the matter and scheduled another visit from our technician, which was initially set for January 2nd. However, we acknowledge your decision to purchase a new washer instead.


      As per the terms of the warranty agreement, we've processed a refund for the remaining pro-rated amount, minus any claims, which amounts to $32.82. This amount is based on the remaining time left on the contract and the prior claim filed. I've attached the relevant document for your reference.


      To streamline the process for you, we'll personally handle the cancellation of your warranty contract with the warranty company and ensure that the refund of $32.82 is mailed to you by the end of this week. However, if you prefer to handle this directly with the warranty company, please feel free to do so.


      We genuinely value your business and sincerely apologize for any inconvenience you've experienced. Please don't hesitate to reach out if there's anything else we can assist you with. Your satisfaction is our utmost priority.

      Customer Answer

      Date: 03/14/2024

      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.

      I furthermore ask that the business expedite all aspects of their response/offer, including the refund check for the pro-rated amount of the extended warranty.  Please have the business complete this process.

    • Initial Complaint

      Date:01/13/2023

      Type:Delivery Issues
      Status:
      Answered
      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 placed an order in January of 2022 equalling over $28,000 for a matching set of luxury appliances. We initially had a great salesperson who was very responsive and would call or email us weekly to update the shipping information of our items. At some point in time, this employee left the company and we have been reassigned at least 5 times to a new person, that we know of - and we only know this because we have received ZERO correspondence since his departure last Spring. All correspondence since has been initiated by us, only to hear that the point person has changed, yet again. We have been told on multiple occasions that our appliances would be delivered, only for them not to call us, not to update us, and find out they still haven't received the item. We are still waiting on our wall ovens (in which our cabinets were custom built for). When we attempted to cancel the order and place a new order for a comparable item, we were advised not to because they called the manufacturer and they were certain our items would be here in January 2023. Here we are, they are saying at least 2 months out but the company is actually saying at minimum 2 months with no estimated ship date. We have no oven, no point person, no option to change or cancel (we could have had an oven by now if different brand!!!) AND we will now have mismatched appliances at that. The company has not attempted to render this situation AT ALL, even managers have said they'll figure it out for us, only to not hear back, again. This is highway robbery and now our high-end kitchen is missing appliances or not going to have matching appliances at all. This company needs to comp us at such a high price point, or they need to take all the appliances back and replace them all with a matching set.

      Business Response

      Date: 01/26/2023

      Please see the attached document for our response.

      Business Response

      Date: 01/26/2023

      [BBB transcription via attachment; see attachment]

       

      Thank you for contacting us regarding your experience with our company.  We’ve taken some time to review the issues reported in your complaint and have responded to your concerns below:

      ·         Thank you for letting us know what a great experience you had with your salesperson. Unfortunately, he left to pursue a career in another industry as happens so frequently these days.  We did try to contact you on April 7th and your voice mail was full. On April 14th, we sent you a text message to let you know that your sales contact had changed.

      ·         Upon reviewing the notes, we can see that there were frequent ETA dates given on all of the products.  On June 1st we communicated that the ETA on the wall oven had been pushed back by the manufacturer an additional 6 months. At that time, we looked at options to provide two separate units, but found that all microwave products with Thermador were experiencing the same long lead times.

      ·         Your statement regarding cancellation of the order is correct. Because your wall oven was tied to a manufacturer's promotion where you received a free $1,400 dishwasher when cooking products were purchased, if the wall oven order was cancelled, the dishwasher that was installed in August would have to be paid for.

      ·         We did research other options for a different wall oven.  Unfortunately, the entire industry was severely constrained on microwave/wall oven combination units due to supply chain shortages with the components needed to manufacture the ovens. This delay, along with the loss of a $1400 discount and the concern of mismatching of brands, is why the decision was made to wait for the manufacturer to produce your unit because we were told by the manufacturer the unit would be coming soon.

      ·         With regards to your point that we have not tried to render the situation, we have tried to assist with loaner units. We provided a loaner microwave and we did offer a range to use but fully understand that you did not have a place in your home for it.  We recently offered a refurbished wall oven that we would install at our expense and that offer is still pending

      It has never been our intention to give false information regarding target dates. Unfortunately, we are not in control of when a unit will be manufactured and the pandemic has caused long lead times on most luxury appliance brands.  We do our best to relay the information given by our suppliers and quite often they fail to meet their own targets.

      We are completely aware of the aggravation this delay has caused you and are doing everything in our power to escalate your order with the manufacturer and follow up with it on a consistent basis. We are being told that they are producing these wall ovens and they delay should not be much longer.

    • Initial Complaint

      Date:09/15/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Home Appliance unfortunately provided our family a horrible experience. After spending over $20,000 in appliances, they overlooked ordering one of our appliances with no plan to follow up and order that appliance. In addition, we paid them to install the appliances, which 2 of the appliances were installed incorrectly resulting appliances not working. This issue with our microwave occurred first as the microwave did not heat. When we notified them of the issue, they advised it would be 2 weeks before a service member could attempt to resolve the issues. That timeframe was unacceptable and I escalated this to management 3 voicemails over multiple days before getting a call back. By this time our fridge also failed which is also due to inproper installation. As a result, we lost all of the food in our fridge. When a manager did call me back she did not follow through on the things she said would do, promising escalation to "higher **** given the poor service, inconvenience and food expense. A member of the service team did come to the 2 week appointment, where I learned from him the issue with the microwave which could have have been resolved had the installer identified the issue at the install. He also looked at the fridge and identified there was an issue with the fridge not sealing appropriately, causing frost build up and the fridge mechanics being unable to cool the fridge properly. After this the service member told me I would get a call back from the manager I spoke with to arrange an appointment from the installation team to review the fridge. After more than a day, I had not received a call. I called them back again today and was sent to the installation coordinator's voicemail. Overall, top to bottom this company provides very poor service and I expect them to resolve these issues and compensate my family for our expenses and inconvenience as result of dealing with them.

      Business Response

      Date: 10/11/2022

      Thank you for your feedback regarding your experience with our company.  We take our customer ********************** very seriously and endeavor to put forth our best when it comes to the quality of service we provide; however, sometimes we fall short. We have extensively researched the issues stated in this complaint and have uncovered the following facts.


      As part of our install process, we schedule an installation estimate so that we can do a pre inspection of the site to make sure everything goes smoothly on the day of installation. We had the estimate date scheduled and the appointment was cancelled by the customer because they said they had someone to install their pieces. We dropped all the units in the garage.  The customer called back about a week later and wanted us to install.  We attempted to schedule another estimate appointment and we were told that they needed to have the installation done right away because they were moving in. In order to accommodate the customer, we skipped this critical step and ran into issues when we were on site. We found that the cabinets for the built-in refrigerator and freezer were not the correct depth.  Our team attempted to make the situation work with the trim kit and as a result, tipped the units more than normal. This caused a visual imperfection but not a functional imperfection as stated in the complaint.  After multiple service trips and conversations with the manufacturers tech support, it has been determined that the refrigerator has technical issues, and we are in the process of exchanging the piece out for the customer.  The issue with the microwave drawer was a result of the drawer hitting a trim piece at the bottom of the unit and not closing properly.  We have ordered new brackets to repair the issue.


      We are in constant contact with the customer and her husband to make sure that all of their issues are resolved.  We are also working closely with the customer to collect an unpaid balance of $15.505.63 from the builder that has defaulted on their agreement with the customer. 

      Customer Answer

      Date: 10/12/2022

      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.  I do think it is important to note that Home Appliance did not immediately respond appropriately to the hardship our family was experiencing.  However, their service scheduler listened to our concerns, escalated them and he and leadership ensured our issues were addressed.  Since then it has been a completely difference experience for our family and we are very thankful for their support.

       

      Thank you,

      *************************

    • Initial Complaint

      Date:08/29/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      OI purchased a brand new dish washer Home Appliance in ****, **** on May 13th 2022 the dish washer was installed by the Home Appliance as well. In July the dish washer stopped cycling water, I called to have it looked at under the warranty I got an appointment 2 and a half weeks ( Aug 9th) past that call as the soonest available appointment. The service man informed me he already had the part I needed based on my verbal description of the problem with my initial call. he left with a some one will call me back. August 16th I called to get a estimate on when the repair would be made and I was told I would get a call back by friday. I was not called back on monday the 22nd I called back again with another brush off. Tuesday the 23rd I called again speaking to a costumer service manager that said they have *escalated" the service call and I would be called back on Friday. Again I was not called. I called today and the manager would not take my call and I was told it would be a few more weeks before I received an answer of when they will fix my dish washer.

      Business Response

      Date: 09/09/2022

      We have settled this issue with the customer.  A new dishwasher was installed at her residence on 9/6/22.

      Customer Answer

      Date: 09/12/2022

       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.

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