ComplaintsforStandard TV & Appliance

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction began in March of 2022 when I agreed to purchase multiple appliances for a home remodel and the first payment of $3,200 was made. In July of 2022 I made more selections and paid $17,627 as a half payment on the appliances I had selected. In July of 2023 I was ready for delivery and paid $24,155.41 as a final payment for the appliances, delivery and installation. In September of 2023 appliances were to be delivered and installed. This is where my problem begins. The refrigerator door swing was incorrect. The warming door did not arrive. The wine fridge door arrived without a handle. The cooktop and induction burner could not be installed due to construction problems. A new refrigerator door was ordered. I was told there was a problem getting the warming drawer and asked if a different brand would be acceptable and I said yes. The wine fridge handle was on back order and would be arriving soon it arrived in Dec without installation and is still not installed. A new refrigerator door was delivered in Nov and shortly thereafter installers came. Installers found the door to be be damaged and refused to install, leaving the damaged door in my garage, where it remains! When the damaged door was delivered a broken warming drawer was also delivered. It wasnt even in a box! I tried to refuse delivery but felt pressured by standards delivery person to accept and sign for the delivery. The installers that discovered the dent in the refrigerator door informed me that the warming drawer was broken and could not be hooked up. They left this broken warming drawer in my kitchen. I have repeatedly requested that these problems be resolved. To date they are unresolved.

  Customer response

  01/23/2024

  Some of my issues remain unresolved  and they dont call me back!  Im unsure what to do now!  I paid $45,000 for all new appliances and havent received my full order and some that I have received are missing pieces or are not operating correctly!

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I ordered a new ******* range in May, 2021. I waited several months to receive range. I paid an electrician $1800 to prepare for installation. I called in 2022 when oven stopped working. I renewed epic insurance contract. In July 2023, oven stopped again. Standard sent repairman. He ordered electrical panel. Wasnt installed until 10/27/23. Oven stopped again in middle of thanksgiving prep. Called epic insurance, who contacted standard. At this point, Id like ********************** to return my money or replace range.

  Business response

  12/20/2023

  We have reviewed this and would like to help. We have been working with Epic Warranty to come up with a resolution.  Someone from our service department will be reaching out to you with the next steps.  We apologize for the lengthy process.   

  Customer response

  12/22/2023

   
  Complaint: 20946340
  
  I am rejecting this response because:

   I do not believe that Standard is sincere in their concerns. From the time I ordered this range in 2021, my calls were not answered until I suggested that I might cancel my order. I waited nearly 3 months for my range (understandable). The oven failed within the first year. I called ************** & was told to flip switch in fusebox. This worked for a while. **** failed intermittently for another few months. Failed completely in summer 2023. Repairperson came out on July 28th & ordered a new electrical panel. It was ordered and installed on October 27th (another 3 months).

  Oven failed again on Thanksgiving day, with food in the oven. Repairperson came out 12/11/23 & ordered more parts. I called Standard on 12/22 and was told that about 8 parts were ordered. It appears that he is going to replacer everything in order to find the problem. This is not acceptable.

  I have made multiple calls to Standard, Epic and ******** all to no avail. I have spent hours on the phone and haven't had a working oven since last summer.

  I would like Standard to return $3718.90 to me so that I can get a reliable range.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just prior to September 27, 2023, the ******* stove I had purchased in July 2014 had stopped working. A young man was sent to determine the problem, He actually came several times and ordered part s totalling $386 which I charged to my credit card and a couple of others of a small amount the total of which I do not have. None of what he did had any positive result. After further phone calls for service which went unanswered, I called a licensed electrician to come in to determine the problem. He soon zeroed in on the problem which was that the stove had blown up as the result of rat damage on the wire insulation. I had been advised of the rat damage previously and set traps to kill the offending rat. I was told at one time that there was additional rat damage, which could not be verified and was rejected by me as not creditable. I am not expecting Standard to replace the stove. The rat damage was not due to anything they did. But I am expecting then to reimburse me for the $386 in parts which never should have been ordered and also for the $200 charge for the licensed electrician when Standard should have sent an electrician to assess the damage to the stove in the first place. There is no way they can compensate me for having to wait until I got the proper verdict in October so I knew the original stove could not be repaired and to purchase a replacement so I could once again have a decent way to prepare a meal other than using the microwave..

  Business response

  11/07/2023

  To whom it may concern,
  We understand the frustration of having to have a unit repaired multiple times.  Due to the rodent infestation and damage, we will not be reimbursing the cost of the parts or the electrician as the unit was working once the repairs were completed on 09/28/23. Standard TV and Appliance is not responsible for contacting pest control or electricians on behalf of customers. The unit was working after parts were replaced and repairs were completed.   Please see the notes from our Service Technician who was dispatched to both service calls.  Please note the technician mentioned the rodent problem when he first went out. Asked the customer to clean it up for when he came back. They had cleaned up the rodent droppings and the technician completed the repair for the original service call. A 2nd service call was made by the customer. The complaint was they turned the unit on and heard a popping sound and saw smoke.  Upon arrival and inspection of the unit the technician found wiring being chewed up in multiple places in the insulation, which you cannot see unless you take apart the unit. The technician informed the customer about the new rodent droppings and the wires that had visible chewing which lead to the popping and smoke.  The technician let the customer know that all the wiring would have to be replaced and they would have to pay for the parts and service call.
  TECHNICIAN NOTES
  1st SERVICE ORDER - ********
  Trip 1 (diagnosis) bottom burner not igniting. Found when actuating bake ignitor no amps were being drawn. bad control to order and replace.
  Trip 2 (repair)
  picked up ignitor at reliable and installed unit tested good
  bake ignitor now pulling 3.2 amps and getting red but valve is not opening. need to get with **** to confirm ordering safety valve on ******* website.
  Visible rodent droppings.  Requested customer to remove and clean.
  Trip 3 (repair)
  INSTALLED NEW SAFETY VALVE, UNIT TESTED GOOD.
  COST FOR PARTS DE92-02588H - $276, DE92-02588H - $260.00, DE92-02588H - $20.00.

  
  2nd SERVICE ORDER - ******** -

  Trip 1 (diagnose) FOUND WIRES IN WARMING DRAWER BURNED UP, ALSO FOUND MORE RODENT ACTIVITY. VERY LIKELY RELATED.
  WIRES THAT BURNED UP ARE CONNECTED TO WARMING DRAWER ELEMENT NOT IGNITOR.
  ALL WIRING UNDERNEATH WOULD NEED REPLACED AFTER THE RODENT INFESTATION WAS ELIMINATED. 
  INFORMED CUSTOMER OF RODENT SITUATION AGAIN AND SHE TOLD ME IT WAS RESOLVED.  THERE ARE NEW DROPPINGS IN WARMING DRAWER SINCE LAST TIME I WAS THERE.

  Customer response

  12/04/2023

  Standard was aware from the beginning that the problem occurred when the rodent chewed through the insulation and caused the circuitry to be damaged.  My technician directed me to send them a message to that effect emphasizing that the circuit disruption had resulted in the shutdown of electricity at the breaker box as well as a definite smell of burnt insulation in the oven, and this information was relayed to ****** to given to the repair person before his arrival.  All of the activity by Standard's technician was done in areas other than electrical.  I was charged for service calls and parts none of which addressed the electrical disruption.  I was told of other rodent deposits and I had already told the first person with whom I spoke that we had trapped and killed the rodent and had pulled the stove from the wall to be sure no new droppings were evident.  I was told there was a video taken of droppings and I requested a look at this to compare date and time with the date and time of the trapping of the offending rodent.  I was never given this video and when I telephoned the last time I spoke to a man who was obviously irritated by my call and, knowing that there was going to be no cooperation, I told him I would take care of the problem which I did by contacting an outside licensed electrician who explained the reason why the stove appeared to work when using a low temperature but when increasing the temperature, as we tried, the entire stove "blew up, an action attributable to the structure/design of this type of stove, and that the result was the stove was not repairable.   (He actually said that one might luck out and find an electrical circuitry repair person who might just be able to repair the circuitry but that it would be unlikely, so not repairable was the correct diagnosis.)  I was charged for parts and service calls for activities which were not related to the electrical problem at all.  Why Standard chose to do this I do not know.  They had been told the problem was electrical.  I believe that at this point, knowing the original stove was unrepairable, Standard should have asked me if I wanted to buy a new stove from them.  I certainly would have done so.  They chose instead to keep going on about rodent droppings, and I ended up buying a new stove from a different supplier.   That was their decision and, yes, I do expect for them to reimburse me for the service calls and parts which had no relation to the electrical problem.  If they had acknowledged the problem was electrical when it was so clearly pointed out to them, there would have been no need to purchase unrelated parts and spend time installing them.  I have the paperwork and other items related to this event which can be examined by anyone who cares to inspect them.

  Business response

  12/12/2023

  We have completed the initial repair that incurred the charges. We will not be refunding these charges due to work being completed, unit tested and was in working order.  We will not be paying for the electrician that was hired to diagnose the extent of the issue after the infestation caused damages to the unit after the initial completed service repair.

  Here are the notes from the Service Technician:

  1st order - ********  - bottom burner not igniting. found when actuating bake ignitor no amps were being drawn. bad control to order and replace.
  
  bake ignitor now pulling 3.2 amps and getting red but valve is not opening. need to get with Thor to confirm ordering safety valve on ******* website.
  
  INSTALLED NEW SAFETY VALVE, UNIT TESTED GOOD.
  
  picked up ignitor at reliable and installed unit tested good
  
  Parts DE92-02588H - $276, DE92-02588H - $260.00, DE92-02588H - $20.00.

   

   

  Customer response

  01/10/2024

  I shall address events in the order in which they occurred.
  
  Around 9/17 my friend and I noticed a mouse skittering across the floor near the kitchen.  We set a trap for this mouse and shortly after captured and disposed of him.  Not knowing what if anything the mouse's presence suggested, we proceeded as usual to prepare a meal.  However, the burners on top of the stove would not turn on, and since I had purchased the stove from Standard years previously I figured they would know what needed to be done.  The repair person, Bill, arrived and checked things out and, as I had wanted to toast some pecans for a recipe I was trying and set the oven temperature at 350.  The pecans roasted perfectly but when we increased the temperature to 425 to roast a different item, the stove literally blew up (Standard refers to this as  "pop").  **** had already left to obtain additional parts which he must have felt were needed, but my first concern was that damage *** have happened to my stove guard.  I have a medical condition in which I can suffer a collapse while cooking causing me to pass out and fall to the floor with a burner on which could result in setting the house on fire.  When this condition first occurred many years ago, I asked my HVAC tech, who has been and continues to be responsible for installing and maintaining all of my heating and cooling devices if he knew of a piece of equipment which could turn a stove burner off in case of an emergency and he found this stove guard which was manufactured in ****** and which I immediately purchased and never proceed with food preparation without activating according to its established parameters.  Fortunately, when the stove blew up, he was in the area, and he came over and looked in the oven and saw that the insulation was burned off and the wiring exposed, went to the breaker box and found the electricity had shut off, and had me call Standard to tell  the insulation was gone and the wiring exposed and when the stove guard could not be activated, he went out to the garage and found the at the breaker box that the electricity had been shut off and told me to call Standard and let **** know this before he returned, and actually I asked my HVAC tech to wait until **** arrived so he could explain how the stove guard worked, so **** did know that the damage that was done was electrical and should have responded accordingly.  However, none of the repairs that **** is reported to have made restored the stove to a usable status.  I was not able to prepare a meal at any time after the parts for which I had been charged and were presumably installed by **** resulted in a workable stove.  Until I replaced the stove I was forced to prepare whatever meals I wanted by using the microwave which presents a different problem for me because I have damaged rotator cuffs in both arms and trying to lift a dish up into the microwave and remove it safely is a struggle.  
  
  I find it sad that a company with whom I have had a good relationship for years, who had a good reputation for providing superior service, could at this point be suggesting that mouse droppings are keeping the parts which Bill installed from working correctly.  Mouse droppings, while they *** be smelly or one is concerned about possible disease exposure, nevertheless do not cause stoves to blow up.  No one is blaming Standard for the stove damage, but instead of telling me that there were videos showing rodent droppings, which videos I requested viewing but none were ever given to me, instead of suggesting that rodent droppings in the warming drawer were keeping parts I had been charged for from working is, I believe, very pathetic.  What Standard should have done immediately they knew the stove had been damaged beyond repair, as had been indicated by ***********'s report, was to saw to me, "*****************, your stove has been damaged beyond hope for repair, how about if we sell you a new stove," which is certainly an offer I would have accepted immediately.  I am partially disabled, I have not owned a vehicle for years, so I have to pay for transportation to any destination including going out to look for a replacement stove, making the arrangements for purchasing a stove, etc., and instead, I hired an electrician to validate my understanding that the stove was beyond repair, which involved even more outlay from me, but at least I had the explanation as to why the pecans roasted at 350 but the stove blew up when trying to roast something at a higher temperature.  
  
  I have all my receipts, including the receipt from the purchases I made from Standard while dealing with **** at the Hall ****** store.  He was a super guy, introduced me to the ******* appliances, sold me the stove, the microwave, sold me my freezer, my refrigerator, sold me my mattress, and I wonder what he would think about this branch of Standard which will not admit it made a mistake in choosing to continue to try to install parts in a device which is broken beyond repair.  The reimbursement I am seeking is $415 for the first charge, $386 for the second, and $200 for the electrician I hired since Standard refused to check out what they had been told about the stove being beyond repair and I intended to prove that, through hiring an "outsider" other than ***********,  the stove was not going to return to life regardless of how many parts were installed and regardless of how many mouse droppings were found in the warming drawer (what a pathetic suggestion, that rodent droppings on their own can keep installed parts from returning a broken stove to a usable status!).
  
  I will be happy to discuss this issue with whomever Standard cares to have contact me.  My telephone number is ************.  That is a landline not a cell phone, so one should not try to send a text message.  I do not receive text messages on my landline but if I am out my answering machine will pick up and I will return a call to anyone who cares to leave me a message with their contact information.  
  
  ***********************
  

  
  

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a large freezer/refrigerator unit and it was delivered on 6/22/23. There were 4 workers using a large dolly to remove our old unit and install the new one. Our kitchen island is directly in front of the fridge/freezer so the area was tight. The oven sits to the right of the fridge/freezer and our automatic dustpan for our central vacuum is directly below the oven sitting on the floor. The lever that extends out for the automatic dust pan was stepped on, and broken. The lever only sits about 1" up from the floor and it doesn't extend out far. It really is not possible to step on unless someone is standing side ways or extremely close, which is why I'm sure it was broken during the delivery. As I said, there were 4 large men working in a tight space. I called ******, the Operations Assistant and explained what had happened, and I also sent pictures. I had to make all the follow up calls with her over a few weeks while she spoke to "the person who wrote the checks". I later asked for the name of this person and found out it was the President of the company, *********************. She said she also reviewed pictures the delivery people took. I hired a ********************** to repair and the cost was $197, which I was asking for reimbursement. Standard TV and Appliance denied my request for reimbursement to repair the lever. She said I wasn't there when it happened, true, but my husband was present. When I asked her to speak to the delivery people, she said no, saying they would not remember. She also said the lever looked to be in the same place from their pics and the ones I sent. Makes sense, since I didn't even notice it was broken for a month and I'm in my kitchen daily. She did not share the pics they took so I'm not sure what she was looking at. I realized the lever was broken when I couldn't close the dust pan unit, and there was no air suction. If I had any doubts as to how this was broken, I would have never asked for reimbursement.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Bosch dishwasher from them in April of 2018. It malfunctioned in late March of 2023. I called Standard to repair the unit and they informed me it was still protected under the 5 year warranty period. They sent a service repair tech out to my house several times to attempt repair. All of which failed and the dishwasher continued to have the same problem as originally reported. After many attempts to get them to honor their warranty they finally said they are not doing anything else for me and i'm stuck with the broken dishwasher because now it is outside of warranty. I told them that is unacceptable because they never fixed the original problem that occurred during the warranty period.

  Business response

  08/07/2023

  We have resolved this with **************** on 08/04/2023, when we scheduled an exchange for the Bosch Dishwasher.  They are scheduled for pick up w/ delivery and installation on 08/10/2023.  Again we do apologize for the drawn out lengthy experience with the service of your Bosch Dishwasher.

  Customer response

  08/14/2023

  The business contacted me after my complaint and made good on the warranty issue. This matter is closed as far as I'm concerned

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased a floor model ***** oven on 4/6/2023. The unit original price was $9,730 and since it was a new floor model we only paid $8,730.00. We were not advised it was used or refurbished but with over 2 years of use this unit is not new. ***** service has been out 3 times with another scheduled appointment on the 11th of July. We were advised to turn off oven at the main as it is a fire hazard and could cause our house to burn down. The technician also indicated over ******* hours of use from the control panel. We were told it was a floor model. Not a used, refurbished and or broken unit. I contacted *** in customer service and was screamed at that I did not understand what a service call was and I didn't know what I was talking about. So taking time off of work to have service come and fix a brand new appliance at least 3 times doesn't mean anything. We now have a broken oven that will be fixed once we get the parts but still used. I contacted the company due to the hours of use and selling a used as new/floor model was reprehensible. We wanted compensation/replacement/refund/return of the oven. They are a bait and switch company.

  Business response

  07/10/2023

  July 10, 2023
  
  
  
  Re: 20288706
  
  
  
  To whom it may concern,
  
  
  We would like to address your claim about the oven being used/refurbished. Standard TV and Appliance doesnt purchase used or refurbished products.  Standard TV and Appliance purchased this unit brand new from the manufacturer and was delivered to us new in box on 06/22/21.  Where it sat in our warehouse new in the box until the Wolf Kitchen build at our ********* Showroom was complete.  On 10/1/21 we then transferred the oven to our ********* showroom to be displayed in our display kitchen.  Once the oven was then installed as a Display piece.  The oven was not used it was only powered to show the display and the oven lights inside.  When you selected the oven, you saw that it was on display and powered on. You agreed to purchase the display model at a discount.  Our records indicate that you had the oven installed on 04/05/23.  Even though this is a display model, you have a full manufacturers warranty on the Wolf DO30CM/S.  We take these claims very seriously. We will support you and advocate for Wolf to repair your oven and will push for a replacement if the parts are not able to be received timely.  As a policy we guarantee installation workmanship for 90 days, after which the installation and /or appliance is subject to wear and tear, environmental factors, or factory defects.  
  
  
  
  Kind ********************************************* and Appliance

  Customer response

  07/12/2023

   
  Complaint: 20288706
  
  I am rejecting this response because: You have not addressed the fact that we have obviously bought a lemon and about the fact that we have an unsafe oven in our home.  Going after the repair company that has been completely transparent for telling the truth about the issues with the oven is abhorrent.  They have done everything within their power to get parts.  Appliance Hospital has been wonderful and the service technician has gone above and beyond.  Wolf and Subzero are responsible for the parts but the responsibility is ultimately Standard TV and Appliance for selling a very damaged unit.  Only after having to speak with a manager in the Beaverton location has anyone been apologetic.  The customer service representative at that location should not be in that job.  Screaming at customers or anyone is NEVER ok. Arguing with me regarding the number of times the repair company has come out is ludicrous.  But lets be clear since "***" wouldn't listen.  Today marks the 4th visit since the installation by your company.  The oven had ripped gaskets around the face of oven when it was installed and I was told to call Wolf.  When I called Appliance Hospital they wanted a picture of the piece that was damaged and I emailed it.  Then after they got the piece in stock did they come out and point out that the other oven had the same damaged gasket.  So they ordered another gasket and then came out again.  At that point we realized the oven was making a really loud/bad noise while using it.  It was then that Appliance Hospital found a s**** that was between two things in the oven that shouldn't have been there.  We thought the problem was solved.  But the noise continued and then I also burned myself on the top panel of the oven reaching into the cupboard above it.  We hadn't used the oven in over 4 hours.  I had never heard of the panel that you push to start the oven being hot and knew there was a major issue.  So I called Appliance Hospital again.  So they came out for a THIRD time.  Now pieces were shorting in the lower oven and causing the problem on the main panel, where I burned myself.  I was then informed by Appliance Hospital that 3 pieces needed to be replaced.  He then called Wolf from my house and told them the serial number and model and they (****) ordered the pieces.  I was also told to turn off the oven at the breaker as he couldn't guarantee it would be safe. A call any "reasonable person" would suggest.   I was then informed that one of the pieces was on backorder and there was no timetable as to when it would come in.  I then got ahold of Standard to see if we could just get a replacement oven or return this one and was screamed at by "***."  For apparently not being being able to count to 3. I didn't know what a service call was????? Monday the 10th I was told by Appliance Hospital that they had two of the pieces and they would come today to install.  Upon arrival the service tech realized that the piece that Wolf ordered was the wrong one.  Now we can't get it until the 21st of July.  Again NOT the repair companies fault.  ****** this time.  So since April we have had service out FOUR times and we still can't use our oven.  So NO, I don't accept your response.  We would like a refund and removal of the oven.  We will never do business with you again.  You should be ashamed for passing this all off on the service company when all they do is diagnose and install pieces that Wolf sends to them.  Your customer service is severely lacking.  
  
  Sincerely,
  
  *************************

  Business response

  07/28/2023

  We have issued a return of the product scheduled 8/11/23 per your conversation with customer relations on 07/27/23.  

  Customer response

  08/04/2023

   
  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.
  
  Sincerely,
  
  *************************

  Customer response

  08/11/2023

  So Standard TV and Appliance showed up today on 8/11/2023 and we were told that it needed to be uninstalled to be taken away. The men came to haul it but the uninstall had to be done already.  I called *** AGAIN. She said they didn't do the install.  Complete lie.  Then she suddenly found paperwork that they DID indeed install the ovens.  They charged us $333.94 on the 3/24/2023.  She said she would call me back and have to find another date to remove the ovens.  She called back and said they couldn't come until September 5, 2023.  I told her that was unacceptable and that we were having new ovens installed on Monday the 14th of August.  I also told her that this is just a never ending problem with this company.  I absolutely just can't get my money back and get their junk out of my house.  She said she would try to get it done sooner but had absolutely no idea if she could do it before the 5th of September.  So I did her job for her and found a solution.  I arranged the company installing the new ovens on Monday to uninstall the ovens from Standard TV and Appliance and put them on my porch when they delivered the new ones from ******* I called *** back and requested the $333.94 for delivery and install be refunded since she was unable to do her job correctly and I came up with the solution to her problem.  She called me back saying that they would pick up the old ovens on Tuesday with no timeframe so yet again I am waiting and wasting more time with this useless company.  I also will NOT be getting a refund for the delivery and install of the ovens.  They delivered  damaged ovens from day 1.  Even the delivery guys said it needed repairing before they even left my house.  My husband also had to drive over to ********* to pick up all the paperwork and manuals and broiler pan because they didn't even deliver them with the oven.  People need to know this company is only about money.  NOT CUSTOMER SERVICE.  NOT RELIABLE.  PRODUCTS ARE SHADY.  We were never told that the floor model was a 2021 or that it had over ******* hours on it or we would have never bought it even with the measly $1000 discount.  People don't buy new appliances that are 2 years old.  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new appliances from store. They were delivered and installed. One item was a dishwasher. The drain tube was never hooked up causing damage to our floor, cabinets, under house and sub-floor. The manufacturer of the appliance sent a representative out to examine and that is their finding. Store refuses to accept liability.

  Business response

  05/03/2023

  May 1, 2023
  

  Re: 19938214
  

  To whom it may concern,
  

  Our Records indicate the product was installed on 11/22/2022.
  

  On 04/11/23 the customer noticed water damage behind the island dishwasher. They called in a
  3rd party service tech to inspect. They contacted our Customer ******************** and since
  then the customer has been communicating with our claim specialist regarding this matter.
  We have reviewed the installation paperwork and documents and concluded that we will not
  accept liability for the damage. As a policy we guarantee installation workmanship for 90 days,
  after which the installation and /or appliance is subject to wear and tear, environmental factors,
  or factory defects. The pre walk and post walk waiver signed on November 12, 2022 by the
  customer indicating that there was not any damage.

  Kind ******************************************** and Appliance

  Customer response

  05/03/2023

   
  Complaint: 19938214
  
  I am rejecting this response because:

  I appreciate the fact that they want a "warranty" to be 90 days and afterwards it would be "wear and tear" however THEY NEVER HOOKED UP THE DRAIN. The third party that was dispatched by the manufacturer clearly states this. I believe in the world of legalese this is referred to as negligence. And their statement that we examined the installation is another dodge based on the fact that we have no way of knowing if they installed it correctly when the drain is on the back. There is no logical way for ** to know if they installed it correctly. The drain is in the back and is surrounded by a cabinet. Clearly they are using any excuse available to try and deny the fact that the installer failed to do the installation correctly. This is not just a loose clamp. The pipe was never connected. Epic fail. No excuse.
  
  Sincerely,
  
  *****************************

  Business response

  05/08/2023

  After further review of the image from installation of the dishwasher, and the product cycle guide from the manufacturer we maintain that we are not liable.  From the pictures of the completed installation the drain hose was connected by the installer. I have attached a picture from the original installation.  And according to the cycle Guide from the manufacturer the amount of water the dishwasher uses ranges from 2 to 10 gallons of water per cycle.  I have also attached a copy of the cycle guide. The water would have been noticed during the initial test cycle.  
  

  Customer response

  05/11/2023

   
  Complaint: 19938214
  
  I am rejecting this response because:

  The response is a poor attempt to deflect shoddy installation. The water ran under the house for the most part due to this being a non-slab dwelling. The only reason we noticed was because of the discoloration of the cabinets and a bulging of the floor UNDER a cut out for the bar stools. That they are making statements without ever having come out to examine the situation, is a good indicator that the company never intended to honor their craftmanship. Additionally, I will point out again, that the person who identified the faulty installation is a representative from the manufacturer, that Standard referred us to call, who has no relationship with us at all. He is an extension of Standard and they apparently have no faith in his findings. They did not hook the hose up. This is a stated fact from a third party. The only way to take a picture of this would be if the dishwasher was still pulled away from the cubby. Their "picture" is also in question. Why did this just now show up? We had pictures from the start. However, the video taken by their representative, at the time of the service call, clearly shows the water gushing out of the uninstalled pipe. This was presented immediately. This is turning into a waste of time for myself and the BBB. This is a crappy company and I will never do business with them again. I will make it a point to tell my story to everyone. I own a business so I have plenty of opportunities. Lastly, once the repairs are completed, we will pursue other legal avenues. They may think that they are going to just walk away, but I am just getting started. Thank you for your attempt to resolve.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bertazzoni Refrigerator from Standard TV/Appliance ST&A) on ******* in ********, ** SO# ******** Dec 22, 2022 Ordered (Model No: REF31BMFIX) for $2315.00 February 5, 2023 - Delivery of damaged unit with 2 large dents. March 30 New unit delivered & installation.March 31 Ice maker not working. Control panel is totally dark and none of the buttons function. Technician comes out and confirms above. Technician says he will talk to supervisor and someone will get back to me April 3- I call to find out what is happening with the service. ?****** in service tells me that ST&A don't service this refrigerator, and that an authorized warranty service needs to be arranged. I tell her I do not want this refrigerator that has never worked properly. ?Transferred to Customer Relations who say a diagnostic service visit must occur before any option for a replacement can be disused.?Transferred to back to Service and **** tells me that it is my responsibility to arrange for warranty service and refers me to OR ********************** who say they charge $150 for a diagnostic & schedule service on 4/13.?I contact *********************, in sales who contacts the Bertazzoni rep.April 10 OR App Rep calls to confirm apt and tells me that they are not authorized for ********** repair. I call service at ST&A again and **** gets me other repair services that are authorized for Bertazzoni repair. ?ARH (Appliance **************** cannot provide service for 2 weeks and schedules an appointment on April 26.?Mr. Appliance (in *********, **) says they need a claim number provided by ********** in order to provide service for this refrigerator.?I did not try the third option in *********, **.Within 18 hours of installation, this refrigerator did not work. I would like ST & A to take responsibility for providing a refrigerator that works, instead of my having to make repeated phone calls for service in a new appliance OR refund my money and I will go elsewhere.***********************

  Business response

  05/01/2023

  We understand this has been a very lengthy process for you and apologize for any inconveniences this has caused.  I have just received word that we were able to secure approval to return the unit by the manufacturer.  Our customer Relations Manager has been in contact with the you to set up the exchange.  They have told me that you are currently away but will come in with your husband this weekend to reselect a new unit. Thank you for working with us while we found a solution. 

   

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March of 2022, we purchased a new electric stove, new portable dishwasher, and new Frigidaire refrigerator/freezer from Standard TV and Appliance in *************. The total purchase price was $4,142.00. (We were advised the refrigerator was dented in transport and could only be sold "as-is")They were all delivered on April 20, 2022. I contacted ********** to ask a question only to be told the unit had already been warranted and was not a new appliance. I obtained the original owner's name and called her. She said the appliance had been in her house for 6 months before she could get Standard to take it back. It was dented while being delivered to her and we wanted it returned. When I advised Standard of this information, and that the appliance had no warranty, I was given a 3 year warranty as an apology. However, they kept trying to say I purchased the unit from their "outlet" department. I advised it was on the showroom floor with all the other new appliances, and priced comparatively with the other new units. On Jan. 5th 2023 I noticed several cracks on the top of the freezer drawer, which is on the bottom of the unit. I contacted Standard and was advised they would contact the warranty company. I was asked for pictures, which I submitted to Standard. I received no further information from Standard, but continued to call customer service, and was finally advised the warranty company said "the damage is 'cosmetic' and not a covered item". It is NOT cosmetic and my concern is that as the cracking continues, the drawer will fail and the unit will malfunction. The cracking, I believe, is a material failure, and not cosmetic at all. Standard has not followed up and I continue to call and email. I was lastly told by them, "have customer service escalate this", which I did, and would have done previously if I had known to do that. I feel they are ignoring me. We have been loyal customers of theirs for years and make several purchases there.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In August of 2020 we purchased a washer/dryer and a refrigerator from Standard TV & Appliance. We also purchased the extended warranties on all three appliances. Less than 6 months into owning them we had issues with the washer and refrigerator. We have had to make service calls 3+ times on the refrigerator and twice on the washer in 2 years. Every time we have to go through the process of putting in a service request we get a run around from Standard and now finally have entered the extended warranty period only to find out that the warranty company takes months to service each appliance. We have received poor service on sketchy appliances. Appliances that cost $5k should not break months into using them. We are still unable to use the appliances and awaiting repairs.

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