ComplaintsforDon's Appliances

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am seeking your assistance in resolving an incorrect warranty billing by Dons Appliances relating to a gas stove purchase from January 2023 that had a defective/broken grate. The resolution I am seeking from Dons Appliances is a credit against Invoice# SV00371319 in the amount of $216.14. Attached please find a letter providing further details, along with the photos of the damaged grate and Invoice# SV00371319 for your review.

  On January 27, 2023 I purchased a *********** stove (Model# NX60A6111SS) from Dons Appliances at their ******** Road location in ***********  
  On June 6, 2023, a piece of the grate on the right side burner came off right where it was welded to the larger grate piece.  It was very obvious that the welding of that piece of the grate was not correctly done and the defect caused the piece to break off after only a couple months of use.  I have included pictures showing the broken piece, and where it broke off of the larger grate.

  
  I called the salesman I had worked with at Dons Appliances, ***** *********, to alert him of what had happened, and also provided photos via email of the broken grate on June 8, 2023. At that time, he verbally confirmed to me that this was under warranty, and that he sent the information to Dons Appliances ******************* for resolution.  He confirmed there would be no payment required because the stove was still under warranty.

  
  On July 10, 2023 the new replacement grate was delivered, and Dons Appliances took back the broken grate.  At the time of the delivery, the delivery ****** also confirmed to me that this was under warranty and there was no payment due. 

  
   I later received a letter dated August 1, 2024, over a year later from when the grate had been replaced, stating that I had a past due invoice with Dons Appliances in the amount of $216.14 for the replacement grate.  Attached is Invoice# SV00371319, and you can reference the notes that ******* denied the warranty request because it is out of Cosmetic Warranty and it was also submitted as saying that the right top grate was marred.  This is incorrect, as the grate was not marred, it was completely broken off as you can see in the attached pictures.  The grate piece was a clean break right where it was welded.  I do not believe that Dons Appliances coded this properly when they submitted the claim to ******* as a cosmetic issue since this was actual structurally damaged.  Fortunately, this broke when I had set a medium sized pot on the stove, and no one was injured when it broke off.  Had there have been any hot liquids and/or food on the grate when it did break it could have caused actual bodily harm.  
  I reached out to Dons Appliances several times to no avail, and finally received a return call from **** ****** in their Corporate offices on September 11, 2024.  I explained to him everything I stated above about the defective welding and broken grate piece, and he said that he could only go by what was listed on Invoice# SV00371319 that was past due.  He also confirmed that they no longer had the broken grate they had taken when they replaced it with the new one had been disposed of so there is no longer any way to review the damage.  Dons Appliances was unwilling to credit the invoice and they currently have my account on hold due to the unpaid invoice.

  
  I do not believe I owe payment on the replacement grate for several reasons:
  The stove was under a 1-year warranty from *******, and two different individuals at Dons Appliances confirmed to me that this was under warranty and no payment would be due.

  
  The invoice shows that Dons Appliances incorrectly submitted the claim to ******* as a cosmetic issue which was incorrect which resulted in the warranty claim denial.  

  
  No notice was provided to me at any point to alert me that the grate would not be covered under warranty and I would be responsible for the payment of the replacement until over a year after the replacement grate had been delivered when I received the unpaid balance letter on August 1, 2024.  

  
  Invoice #SV00371319 was dated June ****** meaning that it should have been provided to me at the time the replacement grate was delivered and installed.  Instead, the delivery driver was the second ****** that confirmed no payment was due at that point in time.

  
  Since it took over a year for Dons Appliances to follow up on the unpaid balance, and in that period of time the stove is now outside of the 1 year warranty period.  As a result, I can do longer make any claims directly with ******* to have this situation resolved directly with the manufacturer.

  Business response

  09/16/2024

  Hello,

  The manufacture has denied the claim stating the grate was out of the cosmetic warranty.

  Don's Appliances is a sales and service company. The warranty is the Responsibility of Samsung.

   

   

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Don's Appliances is unacceptable and does not resolve my complaint.  As my original submission to BBB stated, this should not have been submitted by Don's Appliances to ******* as a cosmetic warranty claim.  This was not a cosmetic issue, i.e. visual defects only.  This was a defective grate that broke after a couple months of use.  Additionally, their lack of communication regarding the required payment of the replacement was unacceptable, especially since two separate employees at Don's Appliances confirmed to me that this would be covered by the warranty and no payment was due.

   
  Regards,
  
  *** ******

  Business response

  09/17/2024

  To whom it may concern,

  The service ticket in question SV00371319 has never been paid.
  
  We have no control if the ******* company approves or rejects a warranty. Don's Appliances is a sales and service company only.

  Don's Appliances will pay the invoice for Mr. ***********

  Customer response

  09/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am rejecting this response because I'm not clear if ***** Appliance is planning to credit the invoice showing as unpaid on my account.  Please provide confirmation that the invoice will be credited, and the hold on my account will be removed.  I will call ******** ****** Monday (9/23) to confirm further details.  
  
  Regards,
  
  *** ******

  Business response

  09/24/2024

  The issue has been resolved via service ticket SV00371319-REF Which shows the credit against the account. ********************** paid ******* for the parts.
  
  The customers balance is 0.00
  

   

   

  Customer response

  09/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a brand new Jenn-Air refrigerator for $11,000 on May 1st, 2024. It has not worked since we got it. The guys who installed it smelled of marijuana so bad we had to leave the room. When they left we noticed the wood cabinet panels they installed to match our kitchen cabinets were crooked. After about 2 weeks it stopped cooling and the freezer did not work at all and won’t make ice. We called for service and the repairman wasn’t sure what was wrong and was going to order a bunch of parts. The repairman said they should just replace the refrigerator since it was brand new and never used it. We then called the salesman and said we wanted a new refrigerator. They tried to blame the cabinet maker saying they were the problem cause of ventilation. The salesmen came to our house to measure and check the specs and it was not the problem. Then he sent another installer to fix the crooked cabinet panels which could not be fixed because the first installer ruined the cabinet panels. He said if it was any other company they would replace the refrigerator. Then the repairman came back with the parts and didn’t know how to repair it. He ended up figuring it out but was not able to fix the refrigerator. We have tried contacting Jenn-Air but they are not answering our emails. The owner of Dons Appliance Center will not return our calls. We have lost several days of work because of this issue and cannot afford to keep missing work.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought and LG LTCS20020W Refrigerator from Don's Appliance that was delivered on 12/03/2023 The unit failed to maintain temperatures to the point that food in the freezer was thawing. 6/22/2024. John S***** from Don's Appliance Service Center referred me to call the service center. 6/24/2024. I contacted Don's Service Center and was told that they were scheduling appliance repairs 2 or more weeks and out and recommended that I contact LG directly to get more expeditious service. 6/24/2024. I contacted LG (###-###-####) and they referred my service case to ***** **** ********* 6/24/2024. ***** **** ********* contacted me and set up a service appointment 6/26/2024. ***** **** ********* technician arrived and diagnosed the problem but did not have the parts that were needed so he advised that I would get a call within a few days from ***** **** ********* to set up a follow up appointment. 6/26/2024 I received this message: Good news! One or more parts have been ordered for your LG product repair and will be on the way to your service provider soon. This does NOT affect your scheduled appointment. Please have your product service ready before your technician’s visit 6/27/2024. I received this message: Hi! We are your LG Repair Pending Team. We see you requested a repair for your LG product, but our system indicates that your repair claim has not been closed by your servicer. We want to connect with you to determine if this status is correct, and if so, assist you with any support you may need. 6/29/2024 I contacted LG and requested a replacement refrigerator due to the long delay in getting service. the operator told me that she put in a request and it was being processed 7/4/2024 was contacted by Rhian (LG service manager) who insisted that I set up a service appointment. 7/9/2024 received text message from Matt E***** who (whom I had been in touch with many times) to tell me that LG would not honor a replacement.

  Business response

  07/12/2024

  To whom it may concern,

   

  We understand the frustration that Mr. ****** is going through. We hate to see any customers have service issues.

  Unfortunately this issue is between Mr. ****** and LG electronics.

  Don's Appliances is a sales and service company we not manufacture appliances. The warranty and replacement of the product is the responsibility of LG.

  We have offered to have the Don's Appliances service team look at the unit. This offer still stands.

  We have reached back out to LG to see if they can take care of the issue with Mr. ******

  Customer response

  07/12/2024

  
  Better Business Bureau:
  
  LG has been persuaded by your continued efforts to resolve this case and is making arrangements to replace my defective refrigerator with a brand new one.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the condition that LG does indeed follow through with their commitment to replace the refrigerator.  Thank you.  
  
  Regards,
  
  **** ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a model dishwasher. It was leaking water. The repair man came today and said it wasn’t balanced. Well after we ran the dishwasher again, there is more water on tho floor. The sales person told me that they have to have the repair man come out 3 times before they will replace the dishwasher. It is an inconvenience and I want the dish washer replace now,Thank you, ****** ****

  Business response

  07/02/2024

  Hello,

  The manufacture does ask for 3 attempts before replacing based on Federal Law.

  We will exchange the dishwasher with the exact same model based on the fact that there is a water leak and we can not find the leak.

  We will schedule the exchange with the customer.

   

  Customer response

  07/02/2024

  
  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. 

  Hi would  like to withdraw complaint regarding don’s appliance. 
  They are installing new dishwasher. Complaint no. Is  ********.

  
  Regards,
  
  ****** ****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a washer repair job done on a speed queen washer . The repairman told us that the warranty was covered. Then we received a bill. If I had known how much the repair cost I would have reconsidered and choose a different manufacturer. I feel swindled

  Business response

  06/12/2024

  Speed Queen did not cover the unit under warranty.
  
  The tech did tell the customer it would be under warranty and once it was refused our billing team sent an invoice.

  We will credit as the communication should have been had prior to sending the bill.
  
  Please allow 10-20 business days to process credit.

  Customer response

  06/13/2024

  
  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. 

  Don’s appliance has resolved this issue and I’m completely satisfied with that response.

  
  Regards,
  
  ********* *****

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a complaint against Don's Appliance, a Pittsburgh-based company that acquired Duggan's Service and Sales in Erie. I have been a customer of this company for several years and have spent approximately $14,000 on new appliances with them. Despite my loyalty and significant investment, I have encountered an issue with their customer communication, the most recent of which I find particularly troubling. In mid May 2024, I scheduled an appointment with Don's Appliance for a service call regarding my Speed Queen dryer vent, which had detached and was blowing air into my basement. This was an issue before and was previously addressed. When I arranged the appointment, the office assured me that the service was covered under warranty (7 years). My local sales representative also confirmed this information. However, when the technician arrived on May 29, 2024 and completed the service, I was informed it may not be covered. This charge came as a complete surprise, given the prior assurance that the service was under warranty. At that point, I felt I had no choice, as the service had already been performed. I believe this situation was mishandled, and that clear communication about potential costs should have been provided upfront. Customers should not be subjected to unexpected charges, especially when they have been explicitly told that the service would be covered. This lack of transparency and proper communication is unacceptable and needs to be addressed to prevent similar issues in the future. As a widowed senior on a fixed income it would be most appreciated if Don's Appliance waived the $105.69 charge and improve their communication practices to ensure that customers are fully informed about any potential costs before services are rendered. Thank you for your attention to this matter.

  Business response

  06/13/2024

  Hello,

  Yes the warranty on the Speed Queen dryer is 7 years. This covers all functional parts and labor on the dryer. Our CSR did think it would be covered under warranty if there was something wrong with the actual machine.

  The issue with the dryer was not mechanical. The Vent came off of the unit. This is not covered under warranty.  

  We resolved the issue of the vent coming off and charged $105.69 to send a service technician out to fix the problem. 

  We apologize if this was not communicated properly.

   

  Please find the note from our service technician.

   

  Customer response

  06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The vent was connected by Don's initially and came apart. Also 2 employees at Don's said it was under warranty after advising them of the situation. 
  
  Regards,
  
  ******** *********

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** Duel Fuel Oven & Range from Dons Appliance online on January 25th. I spent $2,999 on the unit and it totaled to over 3,000 after taxes. I was pleased with the initial response from Don’s with a quicker delivery date than expected. But when the day came and the installation guys came to my house they made it obvious they didn’t know much about ****** appliances. They soon realized the power cord was not ordered with the unit and a back piece was also missing. After they left we noticed the flames on the stove top were not giving out enough flame and the unit was not working properly. We mentioned this concern when they came with the power cord and back piece but they stated they were not there to do any service but just to install the back piece. I have had many many service calls from Dons Appliances to fix my stove top but it still remains broken after 4 months. I have asked for a replacement or refund many times and they are refusing to do so. They keep giving excuses about the manufacturer not cooperating but I’ve called the manufacturer myself and they said it is solely Dons responsibility to get me a new unit since they believe there was damage done at installation. I am at a complete loss as to what to do now because nobody wants to give me a solution. I don’t understand how a paying customer can be treated this way. This was not a cheap investment for me and I have been trying my best to remain patient but after so many months you would think something would be done to fix or replace my brand new unit. It is nearly impossible to boil a pot of water or use the stove top because the flame is so low. And I had the gas company even come to my house to make sure the unit was getting enough gas but everything checked out just fine. I really think Dons Appliances needs to take responsibility and fix this issue.

  Business response

  05/08/2024

  Hello,

  The range was delivered and installed on 2-6-2024.

  We installed the 4 prong range cord and back guard on the same day. *********** 

  We tested all flames and everything looked to be working in order. Picture of range working on 2-6 attached.

  On 2-9 we received a call regarding the flame. We ordered parts because ****** stated we used too much pipe sealant and it was restricting gas flow.

  We replaced the regulator and manifold that ****** stated was clogged due to installation. Please see notes and service info attached.

  The new parts did not rectify the poor gas flow.

  Don's Appliances is a sales, service and installation company. The warranty is the responsibility of the manufacture.
  
  We will refund the money but unwilling to exchange fore the same brand as we feel the issue is with the product.
  
  We will offer a credit towards a different brand.

   

  Customer response

  05/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******** *****

  Customer response

  08/15/2024

  I purchased a Verona 36” range from Dons Appliance on January 24th 2024 for $3178.94. It was not installed properly per the information I received from the manufacturer when I called with questions. Dons Appliance made several service calls trying to fix the issue with changing the gas regulator but what I learned is too much putty was put into the gas line which created clogs and that is why we cannot get a decent size flame out of the top of our stove. After months and months of trying to get a resolution from Dons Appliance, they sent me a new unit. Today when it arrived it had no plug on it so we couldn’t use it in an outlet and the delivery driver just wanted to leave it at our house. After calling several times I finally spoke to someone who tells me this is a European model that requires an electrician and separate wiring stuff. I wanted an even exchange for another working oven, not all this hassle and something that doesn’t even work in my kitchen. But here is the scary party I want to warn you about Dons. After the installation guy leaves my husband started to smell gas, so I called the gas company to come out and they said it was pouring out of the back of our oven!!! They knocked something loose or unscrewed part of our Verona range that doesn’t work right, and left us with leaking natural gas in our home! I am absolutely shocked that they put my whole family in danger and have been so careless and complicated over such an expensive appliance I purchased from them. I have had nothing but headaches and troubles since dealing with this company and I cannot trust them anymore after this almost-deadly incident today. I am loosing hope they will ever solve these problems I am having and I feel so stupid for spending so much money for this range that doesn’t even work. I cannot believe a business can operate in such a way that treats their customers so poorly and only cares about their profit. I hope others can stay away from this business.

  Desired Outcome:
  Replacement; Contact by the business

  Business response

  08/15/2024

  We agreed to exchange the unit for another manufacture?
  
  what is the complaint?

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I am waiting for a new unit from a different manufacturer so that’s correct. I made this complaint simply due to the fact I did not receive the last replacement unit I was told I would be getting. I am expecting a new unit but I am not pleased or satisfied with the service I have received from Dons Appliances. It should not take 9 months to give a customer an exchange for a unit that did not work from the beginning. 9 months is calculating from when I received my Verona range that does not work properly to October that you are quoting me to get a Frigidaire. 
  Regards,
  
  ******** *****

  Business response

  08/15/2024

  Hello,

  We have agreed to exchange the range and more than happy to refund in full and pick the range up.

  DESIRED OUTCOME: Other (requires explanation) Replacement; Exchange; Refund---Please see the desired outcome from the customer. We have agreed to any and all.
  

  We apologize about the time frame.

   

   

   

   

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I simply do not think the way Dons Appliance handles their problems with customers is professional or ethical. I have received very poor customer service and I will not be satisfied until I receive a replacement unit that is installed and working. Until then I cannot put any hope or trust in Dons Appliances since they have treated me poorly. 

  Regards,
  
  ******** *****

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spoke to a salesman about ordering a new downdraft for my kitchen. He told me that I would have to have my granite countertop cut out for any new downdraft to fit. I told him that since my current cooktop is 9 years old, I would also like to purchase a new cooktop now so that a year from now I would not have a hard time finding one. The techs from the store came out and measured my opening in the countertop. I asked the salesman to find me a cooktop that would work in my space. He stated that it would take awhile to find one. He would email his findings. The salesman had my measurements, we were not using a contractor put in the cooktop, it literally just sets in the opening when you have a granite countertop. After we had our countertop cut to fit the downdraft and it was installed, we realized that the cooktop that he recommended was too large for our opening in the granite. When I emailed him this fact, his reply was that he was sorry but their company has a no return policy. I said that I relied on his techs and his knowledge to use my measurements and he was to find a cooktop that fit. He stated that we discussed having to cut my granite for the cooktop to fit, this was never the case. Not once did he mention that the cooktop would not fit my original opening. He had my measurements, he could see that there is no way we could cut the granite to accommodate any of the three cooktops he recommended. I spoke to another person in the organization and she agreed that this was not my fault, the salesman was at fault. she said she would have a manager call me, that was on 4/19/24, I left her a message on 4/22/24 with no reply. On 4/29/24, I called the store and was told a manager would call me, no one has called me. I have been their customer for over 30 years and am very dismayed by their lack of integrity.

  Business response

  05/08/2024

  Hello,

  We were contacted by **** ******* regarding a new cooktop and downdraft on Feb 8th 2024.

  Ryan Way sent an email with 3 options to choose from confirming that the contractor would need to install as there is no exact fit when replacing appliances. Please see screenshot of email attached.
  
  Ryan way provided the specs on all 3 cooktop options as well. Please see screenshot of email attached.
  
  We do not return appliances that were special ordered and installed in customers home.
  
  If these units are new in box and never used we will return.
  
  

  
  
  

   

   

  Customer response

  05/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  **** *******

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and i moved into a new home the beginning of December 2023 that has a Whirlpool appliance package that came from Dons Appliances in Pittsburgh. We are having an issue with the microwave touchpad. It has a bunch of fine scratches on it that should not be happening to a 4 month old appliance. i contacted the sales rep from Dons who's name was supplied by the home builder, and was told that Whirlpools appearance warranty was only 30 days and i would have to contact Whirlpool to see if they would do anything about the situation. i emailed Whirlpool customer service March 7th and the finally got back to me March 26 telling me that they are unable to help us at this point. I called Whirlpool back to express my dissatisfaction with this product and asked them how i go about getting a local Whirlpool sales rep to come out and look at the microwave. The woman at Whirlpool told me that Dons Appliances would have to make the arrangements with their Whirlpool rep to come out to look. Between my wife and i we have called at least 6 times leaving messages and no one from Dons has bothered to return a call. Very poor customer service on their part. All we are asking is for them to make the needed arrangements for us.

  Business response

  03/27/2024

  We apologize you are having issues with the microwave. Don's Appliances is a sales and service company. We not manufacture or warrant the product.
  

  The warranty is provided by Whirlpool and any exceptions to the warranty is at the sole discretion of Whirlpool.

  Whirlpool should have handled this and got you in touch with the local rep. We can not give cell numbers out to customers of our rep.

  We will reach out again to the rep to contact you.

  Customer response

  03/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  **** *********

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3 new appliances were purchased from Don’s Appliances in summer of 2023. They were installed in November and have needed repairs more than 4 times in a 4 month time span. The fridge was attempted to be repaired on Feb 28th which did not work, I was told I had to wait a week for another repair and the man came today and it is still not working. I contacted the store for help snd was told they can’t help me!! These appliances are all under warranty! If the the store I purchased them from can’t help me then who do I go to??? Please help

  Business response

  03/20/2024

  We wish the customer was not having service issues, and will work to repair the appliances in as timely of a manner as we can.
  

  Don's Appliances is a sales and service company we do not manufacture appliances.

  The warranty is provided by the manufacture. If a replacement or credit is needed it needs to go through the manufacture.
  
  
  
  

*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. ↩