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:11/20/2024

  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.

  Purchased a new dishwasher that leaked during the first time use. Instead of an exchange, Kellys has required us to call for repairs. Since we purchased the dishwasher in July, we have had to have 5 service calls because the dishwasher continues to leak. It is now November and Kellys has now told us to contact the manufacturer for any resolution to this problem.

  Business Response

  Date: 11/27/2024

  Hi *** *******, 

  We are sorry to hear you have had issues with your dishwasher. We have been working with ****** to ensure you get service set up promptly to fix and issues that may come up. 

  The service company (Appliance Hospital) reported the following on the first visit to your home. 

  Job/Invoice # ******
  Date Taken: 8/22/2024
  Customer Name/Address: WHR/BRIDG, ************ [10*126], Eug
  Complaint/Request:
       DW error F8 E4
  Work Performed:
       8/26/24 11:15: 51 there 8/26 MON, 10:45 to 11:12, Cc: overfill switch error,
       dishwasher leaks at the end of the cycleDx: test cycle, found dishwasher filling and
       draining appropriately. However no drain loop installed so soapy drainage water is
       returning to system during rinse and dry cycle.Non-warranty complaint.Collected dx
       fee $119.; Cllctd $119.00 CC Ref # *******, Job Cmpltd

  The first service issue was an install issue. We did not install the unit, that service is offered by us to have any dishwasher installed for a charge. In that it was not done by us the install was found to be faulty. ******* paid for the service call done by Appliance Hospital. That should have been paid for by the end user - in this case yourself. 

  The second service call found that after they did their repair there was no leak, see below.

  Job/Invoice # ******
  Date Taken: 9/3/2024
  Customer Name/Address: WHR/BRIDG, ************ [10*126], Eug
  Complaint/Request:
       DW is leaking
  Work Performed:
       9/6/24 10:40: 51 there 9/6 FRI, 10:18 to 10:31, Drain hose reinstalled properlyFound
       F8E4 error active, water in drip tray below. Entered diagnostics, found drain pump
       error present.Voltage to drain pump good.Found visual indication that water is
       leaking from drain hose and drain pump attachment.Replacing drain pump and hose.;
          9/16/24 13:13: 51 there 9/16 MON, 12:45 to 13:05, Installed new pump and hoseTested
       ****** leaksCompleted; Job Cmpltd

  The latest service call notes are provided below:

  Job/Invoice # ******
  Date Taken: 10/2/2024
  Customer Name/Address: WHR/BRIDG, ************ [11*125], Eug
  Complaint/Request:
       STILL LEAKING, GENERALLY AT THE END OF THE CYCLE. PLS CALL THE TECHLINE
  Work Performed:
       10/9/24 9:35: 51 there 10/9 WED, 9:10 to 9:36, Cc: has started leaking again over
       the last two attempts. One on the left, then the right side.Dx: started wash
       cycle... Called techline, couldn't find a leak source, likely the door gasket
       failure or *********************** 7740081125
       10/9/24 15:04: 51 invlvd 10/9 WED, 15:04 to 15:05, Picture of damage uploaded.; Job
       Cmpltd,
       10/14/24 10:03: 51 there 10/14 MON, 9:48 to 9:56, Installed new gasket, definitely
       improved the d/w closing gapCustomer to test since the leak occurs during the end of
       the cycle around the drying phase.Completed ; Job Cmpltd

   

  We have reached out to Maytag to inquire if they would repair or replace. At this point they have elected to repair. If you would like assistance - we are beyond happy to set up a service call. Feel free to email ******************************************************* and we will set that up for you immediately. 

   

  Kindly, 

  ******* Home Center 

• Initial Complaint

  Date:08/12/2024

  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.

  I purchased high end appliances fridge, gas stove and microwave. All were installed brand new and not working. My tile was shattered and I waited at home over five days of lost work for the repair people to not show up or forget to check if they had the correct parts. They pass the issue to one another and give me the run around then the manger in a threatening manner told me they could fix the tile but if more were to get ruined thats on you and your responsibility. One repair person had me wait all day from work to take pics of the issue and then couldnt figure out his camera phone so told me to take pics and email them. Why did I stay home from work for this?

  Business Response

  Date: 08/22/2024

  Hi ******, 

  We are sorry to hear about the broken tile. In reviewing your case in our system, it appears you have spoken with our general manager. In this forum we do not want to argue, it does appear the tile from the photo we have prior to do the installing that the tile was already damaged. I believe this has been discussed over the phone with you. In that the damage was prior to our arrival we do not believe there is a fault. 

• Initial Complaint

  Date:06/11/2024

  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 had ordered a full Frigidaire appliance suite from Kellys Appliances in ******, ******. The appliances were delivered ahead of the remodel completion at the request of Kellys, they needed to clear warehouse space. When the contractor went to install the appliances, the refrigerator had 3 large dents on the left main door, as well as a ding on the side of that door. I immediately contacted Kellys, and texted pictures of the damage to their store phone number. They told me they will be ordering a replacement door, and that I had to wait for a few months for the door to be delivered, they will then arrange a repairman to install the replacement. After a few months, I called them back asking for the status of my repair, they told me there was a mistake with the ordering, and that the order was never placed, but they are on it. A few more months went by, I went to Kellys in person to speak to the representative, they gave me basically the same line. A few more months go by, this time I was told that the employee responsible for ordering the replacement thought that someone else was doing it, and therefore it didnt get done, but that they had figured out their internal disconnect, and they are on it this time for sure. Six month later nothing had happened. I went there again, and this time the story has changed. This time they told me the appliance is now out of warranty, and there is nothing they can do for me. I told them that this has been an ongoing thing for over a year, and that I have the text message to prove that I informed them about the damage right away. The story then changed again, now the problem was that the damage was reported more than 7 days after delivery, even though they asked me to take delivery before I had a space for the appliances to be unpacked and installed. I asked them why they strung me along this whole time telling me the door was on order; I could not get a clear answer to that question.

• Initial Complaint

  Date:12/04/2023

  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.

  We lost our house in the **** 2020. In order for our contractor to spec in our appliances and before insurance benefits were expired, we had to buy our appliances in 2021. They were not installed and we werent living in new home til 11/23. Weve used the range one time and it now wont work. It is technically out of warranty and I have no operating oven. Kellys told me it was between me and GE. I have done all the troubleshooting I can, and even hired a service professional to fix it and they cant even figure it out. I just want a new range as I feel like we got a lemon and Kellys doesnt care. LITERALLY used one time before it went belly **! I have not been in a home for 3 years due to the fire and I want to cook in my own home!

  Business Response

  Date: 12/08/2023

  Hello, I am the customer service escalations manager with *******. I was informed of this situation yesterday by our owner *********************. I reached out to ****** immediately and requested a letter of occupancy to enable her to get service completed under warranty from ** the manufacturer. Upon recieving it, and sending it over to several people before finally getting the right one today, I was informed they had entered her address in as a ********** address somehow, on there end, which made it show no servicers available, the customer, ******, actually managed to get ********************** Hospital out on her own, and spoke with Consumer Relations at ** and they will be reimbursing her. I have uplodaed the occupancy letter to the ** contacts who help us set up solutions for these kind of problems so it is on record, and I was informed that there is no way to actually update her Dates of purchase at **, so all we can do is keep it on record with them, and then if necessary I can always reach out and help if any other problems arise in the future. ****** has my direct number at my desk and I let her know if she has any issues moving forward to just please reach out directly to me. This is a very unfortunate situation, not one I haven't seen before, due to all the people in the area who lost their homes to the fires that year. However we were not aware until today that they don't actually have any department who can update the customers information to avoid these situations altogether. I could only get ** to update her service ticket date to reflect  a 10/25/23 D.O.P despite the customer stating they had not been able to move in to the home until 11/17/2023. This is due to the date on the actual document itself. Which I have attached. ****** has parts on order, one has arrived, and the other is supposed ot be there 12/14, at which point she will need to contact ARH as she was theone who initiated service, ** will compensate her for all costs associated with the repairs. 

  Thank you very much

  *******

  Customer Answer

  Date: 12/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and am satisfied with their response to this point. However, repairs have not been made as of todays date and if unable to repair unit, the product will need replacement. So I withhold my position of being satisfied right now. I am satisfied that ******* from Kellys appliance has taken quick action on trying to help facilitate this process. I will update this after work completed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/29/2023

  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.

  My mother bought a refrigerator from Kellys about 5 months ago. When it arrived we could not pick it up. They stated it was ok to stay there till we could. My husband went to pick up a few weeks later and they sold it. They ordered a new one we went on vacation they said no problem it will have your name on it. Well they sold that one also. We payed by check, now they say its going to take weeks to refund her money. This is unacceptable. They need to return my mothers money so she can go order a refrigerator from somebody else. Their customer service needs improvement. Nobody there knows whats going on. Do you talk to someone and they say one thing somebody else has another thing. We just would like to be refunded and move on from this.

  Business Response

  Date: 08/30/2023

  Hi - This response is in regards to invoice EU00127830 for *************************. We are sorry to hear the purchase experience in our ****** location was not an amazing experience. We have already submitted to our office to refund her. She will be refunded with a check that will get mailed directly to her. Of course sorry for the issue that occurred and best of luck.

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased new appliances from Kellys for a kitchen remodel roughly May 2022. We also purchased their extended warranty, Epic Protection. Our refrigerator stopped working May 24, 2023. We are still well within our warranty coverage. After they canceled an appointment, and multiple phone calls with Epic and Kellys it was a month before a repairman even made it out. Now we need parts, there are no parts, parts are back ordered etc. after multiple phone calls, and emails we still do not have a functioning refrigerator. It has been nearly eight weeks without a refrigerator with no solutions or end dates provided. This is not like a dishwasher going out, thats an inconvenience, you just hand wash dishes, this is our food. How we are supposed to store our fresh food? This is a quality of life issue. Kellys has not backed up either of the products they sold **. The refrigerator or the extended warranty. We had an agreement, I fulfilled my portion, I paid full asking price when the bill was due.

  Business Response

  Date: 05/17/2023

  Hi ********************, 

  Thank you for taking the time to send an email to our company and write in via the BBB. We have assigned your case to our lead customer service team member *******. She spoke with your wife this morning on the updates the extended warranty came up with. It does appear all parts to complete the repair have been located so the repair can take place. ******* on our team has reached out to get a date from the service company so that we can communicate that with your wife and you. We are beyond sorry to hear you have the refrigerator not working as that is an extremely unpleasant experience. We will continue to work with the warranty company to get that taken care of for you. 

   

  Kindly, 

  ******* Home Center

  ************ - ************;

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20066408
  
  I am rejecting this response because:
  There has been no solution offered. This isnt really a response. There is no confirmation of the parts or if they are even the correct parts. Nor has there been any timeframe provided for repairs. Epic has not contacted me about the parts or attempted to schedule any repairs.
  These are the same promises of solutions we have been receiving for two months. I was comforted to hear they sympathize though. 

  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/16/2022

  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.

  Purchased washer and dryer from ******* In September 2022. They delivered the product and there was a Dent on the washer front panel. They offered to give me $50 off or replace the panel I chose to replace the panel. I went in and talked to them about that about a week after and they said that they had ordered a repair person. I contacted the repair person about 6 weeks after delivery and they said that they did not have the part and they would get back to me. They never got back to me. I went in to the store and spoke to the salesman and he said he would take care of it and let me know. Did not hear back from him. On 2 other occasions I went back to the store and ask the sales person about why I hadn't heard from anybody he said he would take care of it. Last week I went in to the store again and the salesman wasn't there and I spoke to someone else. I ask him why things had not been taken care of. He sent an email to the salesman, repair people and copied me and once again I have not heard back from anyone. This is totally unacceptable service from a company. I don't know what else to do besides file a complaint against them to make them take care of the issue that they said they would take care to resolve. Another issue is there is an error code on one of the cycles of the washer and I have instructed them of the error. Please let me know what the solution to get this resolved is. Thank you *****************.

  Business Response

  Date: 12/22/2022

  Hi *********, Thank you for your message via this medium. I have followed up with the associate ***** who has been helping you with this claim. It does appear the company Appliance Hospital is coming out 12/28 to address the wash cycle issue. Regarding the panel that has been on a very long back order - it does appear the part was on a factory back order. As of today several of those panels have arrived to the distribution center for Frigidaire. Your panel has been on order since September. We do believe you are far enough up the line that Appliance Hospital should receive the part within aprox 10 days. Once they receive it and inspect the part they will then replace that panel. 

  Of course we are beyond sorry the panel has taken this long to become available. We appreciate your patience. 

   

  Kindly, 

  ******* - **************** lead agent 

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18599584
  
  I am rejecting this response because: I read the reply from the business that I filed a complaint against it is the same conversation that I've been having with them the problem is they do not acknowledge any phone call or personal visit that I make to the business to resolve the problem all they do is keep giving me updates and promises that it's going to be fixed I want this To stay open until it is solved they never once said they apologized for the delay for the lack of communication or anything they just keep telling me they are following through with it well they aren't following through with it. Please keep this open it is not resolved thank you
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 01/04/2023

  I had contacted them when the repairman did finally show up and we agreed on a resolution because it was going to be very labor intensive and costly to exchange the body of the washing machine for the dent. We agreed that they would give me a discount of $90. I accepted that but the salesman ***** has been playing games and withholding the $90. I contacted him again today and he said oh I forgot to send it through well that's not an excuse and that's not the way to do business somebody needs to talk to his manager about his vindictive Behavior against myself. This writing of this email is letting you know that this is NOT resolved again at this point.

  Thank you

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

  Business Response

  Date: 01/12/2023

  Hi *********, 

   

  I am not sure where the miscommunication is at the moment - you had messaged us on Yelp - of which we did respond stating the refund of $90 was done. Please also see attached to this BBB program for a copy of the refund receipt. Per the conversation that was had with you and our team we did refund the amount agreed upon. We are of course sorry that the repair did not happen faster as the panel was on a back order. Hope this resolves any concern you have at this moment. 

   

  Kindly, 
  Charles 

  Customer Answer

  Date: 01/31/2023

  The door was open by ********************* I did notify you that it had been resolved thank you

• Initial Complaint

  Date:08/19/2022

  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.

  Purchased a ****** Paykel range hood from ******* July 2021. Hood noise levels were much higher that advertised. After months of working with ******* and *******************, the hood motor was replaced. Noise levels were still much higher than advertised (as confirmed by F/P's own technicians). We requested that we be allowed to return the hood for a refund. ******* is telling us that they can only offer store credit or partial refunds for the hood. We want a full refund so we can get a hood somewhere else. Multiple times ******* dropped the ball in resolving the issue dragging out the time to get this resolved. It's been over a year that we've been dealing with ******* on this.

  Business Response

  Date: 08/22/2022

  Hi *****, 

  Thank you for your message into us. I have asked ******* in our customer service department to give you a call go over how to take of your request. 

   

  Kindly, 

  ******* Home Center