ComplaintsforDon's Appliances

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Quote for repairs to a clothes dryer purchased from Don’s to replace a dented top surface was $281.66 and they requested an up front fee of 160.19. We expected the pre-payment to be deducted from the repair total but was not. We would not have authorized repairs of $441.85 as charged for a dryer that cost $675 a month earlier. Part cost was $130 and the balance charged as “labor” for less than a one hour call. We request a $160.19 refund for charges over the estimate

  Business response

  03/18/2024

  Hello,

  We apologize that there was a disconnect on communication. We have a call out fee and then labor.

  We will deduct the initial call out fee for the disconnect in communication.

  Customer response

  03/27/2024

  
  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

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On September 9, 2023 our old refrigerator stopped working. That same day we went to Don’s Appliance on Rt.30 North Huntingdon and purchased and paid in full for a Samsung refrigerator. It was to be delivered the next day. About an hour after returning home from purchasing the refrigerator the sales person called and said that as our transaction was going through someone else had bought the refrigerator we chose and paid for. It was suggested to us to consider the same refrigerator that was in stock at the warehouse with the issue being the refrigerator at the warehouse was missing the stainless steel panels on the front but that they could be easily ordered. This would take 2-3 weeks to come in and be delivered and applied at our home. We agreed unfortunately. The refrigerator was delivered the next day. We did receive the panels for the top two doors and middle tray a couple of months later. These were installed. However, we continue to wait for the panel for the freezer on the bottom. On January 9, 2024 it will be 4 months of waiting with NO resolution in sight. Multiple phone calls, stopping in, emails, no one has a resolution. Our sales person has emailed several people in the Don’s higher chain of command and they do not answer her emails or respond to her phone calls and call her back about this. She has tried. I stopped in again today and found out our sales person as of today is retiring. The emails she has sent and phone calls have gone unanswered. Two weeks ago I was told the issue was taken up with one of the higher ups, one of the owners perhaps, and he had assured her he would contact Samsung and get this resolved. Haven’t heard from him since. Now that our contact person is leaving the feeling is we will be lost in follow up with an expensive refrigerator that isn’t complete. I have suggested giving us a different one as well as taking a panel off of one in the showroom. Both of these requests were denied.

  Business response

  01/03/2024

  To whom it may concern,

  We apologize for the wait on the panels.

  We have been going back and forth with the Samsung team and as of 1/3/2024 the panels arrived to us and we have the panels scheduled to get installed.

  We will get this taken care and apologize for the wait.

  Customer response

  01/04/2024

  
  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.  The panel was installed today and we are extremely grateful the situation has been resolved. Thank you so much.
  
  Regards,
  ****** *******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 1 2023 went into Don's Appliance to purchase stove, dishwasher and microwave for a kitchen being remodled. Advised at that time salesman Bill V******* that my contractor would install the microwave. On August 11 only dishwasher was delivered in a box because of a rebate. On October 16 the stove & microwave was delivered. On November 8th my contractor opened the microwave box to install it. Not only were pieces missing there was a bright pink paper taped to the inside flap with "damaged" written on it. I then put it in my car drove up to Don's Appliance. After much hassle, and an hour and a half later, another brand of microwave was going to be delivered in 11/9 because Don's Appliance was coming to install the stove & dishwasher. Again advised Bill my contractor would install the microwave because of new cabinets. He said no problem. On November 9th, a truck pulled up with 3 men. One man was in charge. He brought the microwave onto my porch. In the course of the conversation, I advised him 3 times he wasn't installing the microwave. He then walked into my kitchen, advised me and my husband could not install the dishwasher because new floor wasn't installed. He couldn't install the stove because the gas line needed moved. My husband said don't install the microwave but take the old stove. We went into our livingroom to call Bill. Next thing we heard a drill. He drilled holes into my bland new cabinet. My husband told him he wasn't supposed to install the microwave just leave and take the stove with you. He refused to take the stove. Bill then had a Brandon call me. I have left messages with Bill, Brandon and a Kayla no one has called me back to this day. Don's Appliance phone rings 18 times then you have to leave a message and still no one will call you back. I have sent pictures to Bill & Brandon. I even left messages on Bill's personal cell#

  Business response

  11/28/2023

  To whom it may concern,
  
  We have been and will continue to work hard to get **** satisfied. We have credited $100.00 for the holes in the cabinet. 
  
  The range and dishwasher were not installed because the floor was not installed at the time we originally went out. We have rescheduled for Monday and will be installing both at no charge for all of the miscommunication. We also credited **** the $199.00 on the install.

  The microwave has been exchanged and Don's puts red tags on damaged products to work to eliminate this from happening.

  This was a human error.

  We expect everything to be complete on Monday December 4th.

   

  
  

  Customer response

  11/28/2023

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

• Initial Complaint

  08/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a washer and dryer from this business. They delivered the appliance, and it has never worked from the day of delivery. We are two months out with no resolution in sight. I was told that there is a back order on the part that they are trying to order to attempt to fix the unit. However, they are not sure that this is even the problem. This unit was nonworking from the day of delivery and I have requested on multiple occasions to replace the unit as there are multiple in stock with this company.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Appliance delivered and staff unable to properly adjust doors. Don couldn’t get a tech until Tuesday. A tech wasn’t sent but delivery staff. They did adjust and reinstalled drawer for freezer. Later in day freezer stopped functioning. Called sales and they told me I would get call. Never did. Started at 8 am calling. After 4 messages and multiple staff manager called back at 4. Arranged tech for next day. At 4 pm they said compressor needed replaced. I am at the showroom trying to get resolved and management hasn’t responded in one hour. Horrible customer service.

  Business response

  07/31/2023

  To whom it may concern,

   

  Don's Appliances is a sales and service company. We do not manufacture appliances and must abide by the warranty and procedures of the manufacture. We have no control of mechanical issues.
  
  It is hard to respond in timely manner sometimes and we apologize if an hour is not good enough.
  
  We have taken the unit back and will refund in full.

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  ***** ******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a Jennair dual fuel range from Don's Appliance paying in excess of $5000. for the product. Went to Don's because they are a local company and have heard they stand behind their merchandise. Additionally, have always heard that Jennair is the highest quality consumer kitchen appliance on the market. In the 14 months I have had it the oven hasn't worked properly at least 50% of the time. Three service calls: it takes 2 to 4 weeks to get somebody to come and look at it and decide what is wrong then another 2 to 3 weeks for them to get the part(s) and return. Service man was at my home 2 days ago replaced two parts. That very evening same problem existed. Called yesterday and scheduled another service call for 2 1/2 weeks out. I stated I feel they should replace the entire range. The individual I spoke with was going to have a manager call me. No call yet! Paying more than $5000 for a range I expect it to work properly. Additionally, when an appointment is scheduled they will not provide a time until 24 hours prior to the scheduled appointment thus causing the consumer not to be able to make any other plans for the entire day.

  Business response

  07/31/2023

  To whom it may concern,

  Don's Appliances is a sales and service company. We do not manufacture appliances. The 2 week wait on service calls is something we work hard to rectify but between labor and parts ETA's it can be out of our control.

  The range was purchased on 6-14-22 and the first service call was on November 28th. There have been multiple service calls since and we will work with the customer to see if Whirlpool will exchange. W

  This is not a decision made by Don's Appliances and replacement must be through the manufacture.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people told us that they had somebody cancel on a refrigerator freezer that was white, and that would fit our specifications perfectly. They brought it out. It was panel ready. It had no panels on it. It had nothing on it. They said it was gonna have. Then they told us that, we have to get our own electrician when I ask him to come out and measure first to make sure that they don’t have a refrigerator sitting there they put the refrigerator in the garage and it’s been sitting there ever since and we told them just take it back and they refused to take it back. They told us they took it out of the box but it has never even been installed now they have to come back out a week later to install it and they haven’t even done that yet everything these people have told us they were going to do is a lie and has not been done. The refrigerator is sitting inside of my 80-year-old parents garage right now because they can’t get the job done correctly. This is a 50 year old company and you mean to tell me they don’t have an electrician on staff or proper appliance plugs, and every single thing they told us was a lie. The refrigerator started out at $10,000 and now we’re up to almost $14,000. Now they want to charge us again to come back out when the job should’ve been done correctly in the first place and now on top of it we have to buy panels for the refrigerator , this is the most incompetent company I have ever dealt with in my entire life. They lie they deceive you they told us that everything we wanted was exactly what they had and when they got there nothing was accurate. They sold us a subzero, refrigerator and freezer he told us it was the most expensive beautiful one that master kitchen and nothing they said was true Don shoul be called don’t. This is the most unprofessional company I have ever had the misfortune of dealing with. This company should be reprimanded and should be fined. My parents are in their 80’s. This should be classified as elderly abuse.

  Business response

  07/31/2023

  To whom it may concern,

  Please find the email to ***** from our salesman dated July 9th. We absolutely let the customer know it needed wood panels. Please see below. The electric needing moved could not be determined until after the old unit was removed. This was a very complicated install and did not go as planned but there is nothing deceiving about what was done. We have refunded everything in full including any and all labor.

   

  ---------- Forwarded message ---------
  From: ***** ******** ******************************
  Date: Sun, Jul 9, 2023 at 10:58?AM
  Subject:
  To: <************************>
  
  
  Good morning *****, We are confirmed for delivery and install on Wednesday. The new refrigerator does not have panels or handles. I can assist you in ordering the new handles however  the handles  cannot be installed until a cabinet company places the new panels. If you have any questions please  just let me know , Thanks. 

   

  
  --
  Devin *. S*******
  ###-###-#### Ext:###
  Dons Appliances Factory Outlet
  Friday Out of Office
  www.**************.com
  
  

   

   

   

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $1,300 dishwasher failed in the warranty period under VERY light usage. Don's Appliance will not honor the warranty and repair it. Service person came once. This took a month. Supposedly parts were ordered for the repair. Another month later, my wife calls to inquire the status and why we were not contacted in so long, also inquiring if the repair parts came in. The woman told my wife they could not obtain all the repair parts, and if they cannot obtain them, they will replace the unit. More time passes. A Manager named Matt texts my wife asking if Don's Appliance or an Authorized Miele Representative installed the dishwasher. My interpretation: "WE ARE GOING TO TRY TO WEASEL OUT OF HONORING YOUR WARRANTY SINCE YOU (THE CUSTOMER) INSTALLED YOUR OWN DISHWASHER". I leave a voice mail for Manager Matt to call me. Manager Matt does not have the courtesy to call me or text me back. I call Salesman Matt. At least Salesman Matt answers the phone, takes ownership of the situation, and talks with me. But like a typical salesman, acts like he will help, reassures me eventually good things will happen, and nothing happens. I never receive the update call that Salesman Matt promised. Presumably because Manager Matt is pulling rank on Salesman Matt and telling him not to help us. This is a message to Matt and Matt: I fully intend to escalate this unfortunate ordeal to a positive conclusion. MANAGER MATT AND AND SALESMAN MATT: PLEASE DO THE RIGHT THING AND HONOR YOUR WARRANTY BY REPAIRING THE UNIT OR REPLACING THE UNIT. THIS IS NOT MUCH TO ASK! Summarizing: I am appalled by the very unprofessional behavior for such a large and supposedly reputable establishment. If Don's Appliance has any decency whatsoever, they will honor their warranty and repair our dishwasher. Thank you!

  Business response

  05/23/2023

  To whom it may concern,

  Don's Appliances is a sales and service company. We understand the frustration when a product does not work to the customers expectations.

  The warranty is the responsibility of the manufacture and replacement is up to the manufacture. We will get with Matt to see what we can do to resolve this for the customer in a timely manner.
  
  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Maytag washing machine MVW5035MW Problem occurred 4/5/2023 the delivery date. I have
  been in regular contact with Don’s Appliances about this Maytag since the day it was delivered.
  I have been printing out our email correspondences.

  
  The machine was started with a water only cycle by the delivery team. They left and I walked
  upstairs to admire my new Maytag.

  
  They told me as soon as this empty cycle finished I could begin doing my laundry. So I went to
  read the operating instructions. Then I took my instructions with me to the laundry room. The
  control panel was shaking so fast side to side, I could not read words on it.

  
  I dumbly thought the machine would act normally with clothes in it. First load was a set of
  queen size sheets. When the wash water began spin out there was loud banging which got
  worse because the rate of bangs increased as the speed increased. The same alarming shake
  and bang happened with a second load of light colored clothes. During that second load I called
  my salesman, Bill V******* and had him listen to the banging while the machine was spinning
  rinse water out. He told me he would call service for me to level the machine. The delivery
  team told me they had leveled the machine.

  
  I did not attempt to use my new Maytag again until 4/14/23 which is the afternoon the service
  team arrived. They did level the machine. A front left leg was adjusted . I saw the levels. The
  first load after the service team left was a bit quieter. But the second load was the loudest yet
  with banging and shaking.

  
  I called my salesman again on 4/15/23 and he emailed me “Grace my thoughts are that the
  machine will not get any quieter even if we added vibe-a-way accessory. Try to balance the
  load and do medium to large loads.” He skipped a couple of lines and added. “Ask me about
  our extended warranty program.”
  I have already a 1 year warranty from Maytag but serviced by Don’s Appliances Service
  Department. I bought insurance from Don’s for the 2nd through the 5th year on this Maytag. I do
  not know what extended warranty adds. I probably will not buy the extended warranty because
  I already have over $1,000.00 invested in this Maytag. I have washed about 9 loads since first
  delivery. All are very loud during the wash water spin out and the rinse water spin out.

  
  On 4/17 I wrote to Bill V******* and asked him to replace my machine. I told him I liked the
  model but I could not tolerate so much noise from this Maytag machine. It sounds like it is
  breaking itself apart. Bill responded, ”Grace I am not able to take back the Maytag washer. I
  can schedule service to come back and check the machine. Ask me about our extended
  warranty program.”

  
  He has told me to ask about the extended warranty plan twice. That will not make this Maytag
  any quieter.

  
  I have been keeping emails between Don’s Appliances and me. I have reminded them I have
  made 3 previous purchases from them since 2010, a dish washer, a garbage disposal, and a
  refrigerator. I also told them that customer service is why I have come back to them. I told them
  Maytag should stand behind their machine. That is good customer service.

   

  Business response

  04/30/2023

  Don's Appliances is a sales and service company. We do not manufacture appliances. The warranty is the responsibility of Maytag not Don's Appliances.

  I would like to get a video from the customer so we can send to Maytag. We want this ro be resolved we will just have to go through the proper channels.

   

  Nick H*********

  Customer response

  05/01/2023

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

  I spoke with Bill V******* my salesman from Don's Appliances this AM 5/1/2023.  He asked me to email an audio of the sound my Maytag makes when spinning out wash and rinse cycles.  I will record this with my cell phone and send it to his cell phone.

  I am willing to work with Don's Appliances but cannot tolerate the loud banging.  The larger the load the longer the banning persists.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately three years ago we purchased a full suite of kitchen appliances at Don's, including an electric oven/microwave combination unit. The total purchase was $35,000+ for everything, and part of the reason we purchased at Don's in Canonsburg is because it was close to where we lived, and maintained a promise regarding the Don's service department: "Don H********* started Don's Appliances Sales & Service in 1971 with service as its lead building block. Today Don's Appliances has proudly built a team of 25+ people in its service department. We have been rated a "Top 100 Servicer" by Sub-Zero/Wolf and our service department get "A" grades from our various manufacturers on a continual basis. We are a factory authorized servicer for over 25 brands and are the region's leading servicer, with all of our technicians being factory trained for the appliances that we service. Our EPA friendly service department will provide service within a 125-mile radius from our nearest store, in PA, OH, WV, and MD. All of these factors contribute to the continuing growth of Don's Appliances Service Department." Immediately prior to Thanksgiving, 2022, our microwave stopped working and there was an error code. Even though we provided the specific code, the repair person (who didn't arrive until late December) came unprepared, looked at the error code, made a phone call, told us he didn't have the needed part, and it would have to be ordered. This process has taken place at least 5 different times, each time with a new part ordered, the microwave still not working, and a new technician scheduled. The last time, no work was able to be done because the Don's technician came, tried to call the Jenn Air service line, but Don's had not paid its insurance so Don's was unable to access the Jenn Air technicians and therefore the Don's "trained technicians" had no ability to do anything. At this point we requested a discount on the purchase of new equipment and were offered $50.

  Business response

  04/18/2023

  To Whom it may concern,

   

  The appliances were delivered in early March of 2019. The product comes with a 2 year warranty. The service call was out of the manufactures warranty. Ref-*********

   

  The service was called in on 11/28/2022 and scheduled for 12/22/2022. We are scheduling all service calls out about 3 weeks and try to pre-diagnose, but issues can arise. Please see the notes from our service call. 

  12/22 (JJC)- MICROWAVE IS GIVING F1E6 FAULT (Microwave generation error) AFTER ABOUT A MIN OF USE; CHECKED ALL COMPONENTS STATED IN SERVICE MANUAL, FINDING FAILED INVERTER BOARD & MAGNETRON; OP/RS FOR 3 UNITS ON WED (1/18)   (JJC, 12/22/2022 1:53:38 PM) - ORDER PARTS & RESCHEDULE. (JPSI 1/18/23)STARTED TRIP AT 12:15 FORGOT TO START TRIP.  REPLACED THE INVERTER. GETTING A F1 E5 ERROR THAT THE INVERTER IS BAD MIKE P IS HELPING. ORDERING ACU BOARD... RESCHEDULING 2 WEEKS OUT.(JPSI 3/3/28) rescheduling for Tuesday the 7th. picking up inverter and mag from northside vnv. laurie is adding to Tuesdays schedule. Ref--**********-1

  Please see notes from service call on 4-6

  CHECKED ALL COMPONENTS STATED IN SERVICE MANUAL, FINDING FAILED INVERTER BOARD & MAGNETRON (JJC, 12/22/2022 1:53:38 PM) - ORDER PARTS & RESCHEDULE.REPLACED THE INVERTER. GETTING A F1 E5 ERROR THAT THE INVERTER IS BAD ORDERING ACU BOARD. REPLACED BOTH PARTS AND THE UNIT STILL DID NOT FUNCTION. CALLED TECH LINE AGAIN AND THEY SAID ITS THE APPLIANCE MANAGER LOW VOLTAGE DC SIDE THAT IS BAD. 3/30 (JJC)- REPLACED THE APPLIANCE MANAGER FOR THE MICROWAVE & STILL THE F1E6 FAULT COMES UP WITHIN 10-20 SECONDS, AS WELL AS A F2E0 (Keypad fault) NOW; CUST WAS UPSET BECAUSE LAST TECH SAID THAT THE ISSUE WAS WITH THE INVERTER, BUT THE INVERTER & MAGNETRON HAD ALREADY BEEN REPLACED & TECH'S NOTES SPECIFICALLY STATE THE APPLIANCE MANAGER BOARD WAS NEEDED, PER T/L; I EXPLAINED THAT I WOULD HAVE TO CALL T/L AGAIN BUT CUST SAID THAT HE DIDN'T WANT ANY MORE ATTEMPTS AT REPAIRING & SAID THAT I COULD CALL TECH LINE FROM MY TRUCK IF I WANTED, BUT NOT FROM IN HOME; EXPLAINED THAT COULD LIKELY BE WIRING HARNESS BUT HE SAID HE IS GOING TO CONTACT DON'S TO TRY TO GET REPLACED, BUT THIS UNIT IS NOT EVEN UNDER WARRANTY ANY LONGER; **SPOKE WITH MIKE P. ABOUT THIS AS WELL TO DOCUMENT**   (JJC, 03/30/2023 9:06:53 AM) - CALL COMPLETE do not complete tech going back out  //  4/5 (JJC)- CAME BACK OUT FOR CONTINUING ISSUE ON MICRO & KEYPAD FAULT (F2E0) FOR ENTIRE OVEN; CHECKED OVER INCOMING VOLTAGE, POLARITY & WIRING & THERE ARE NO VISIBLE, OBVIOUS ISSUES WITH ANYTHING; REAPPPLIED POWER & KEYPAD FAULT DOES NOT COME BACK NOW BUT MICRO FAULTS STILL DO (F1E5 & F1E6) Ref-**********-2
  
  This is not the service we want to provide and agree this has taken too long to repair. There are a lot of components that go into this product. We do not manufacture but do stand behind the product as best we can. We will work with the customer to come up with a resolution that is fair for Don's and the customer.

   

   

   

  Customer response

  04/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I believe I noted in my complaint that the offer from Don's was a $50 certificate.  We were also offered 10% towards a new purchase, which is the current offer provided TO ALL CUSTOMERS WHO PURCHASE.  Again, while we understand that this issue occurred one (1) year after the warranty expired, our issue is not with the product as much as with Don's promise of a superb service department which caused us to purchase at Don's Appliances in the first instance.  If the service department is not able to actually fix anything that is out of warranty, then there is no need for a service department and the offering of a service department is a fraud.  We have already explained to the service manager and to the sales team that we expect to be offered a discount (of more than 10%) on the purchase of a replacement device - and we have waited for such an offer to be made but none has been provided.
  
  Regards,
  
  ***** *********

  Business response

  04/20/2023

  Hello,

   

  We offered 40% off on a new unit and free delivery and installation of the new unit.

  We can also schedule another service call through Whirlpool asap to try and get this resolved. We will work on crediting the service call if this is the route decided.

   

   

   

   

  Customer response

  04/23/2023

  
  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. In the future perhaps the business will listen to its customers as I asked to speak to the Service Manager, who never called me; then I called and asked to speak to the Sales Manager, who never called me.  I did all of this in an attempt to get to this point, with no response from the Business.  Not until I filed with the BBB did someone reach out to me and attempt to make a satisfactory resolution.  It didn't need to get to this point if someone would have been willing to reach out earlier when I contacted the Business.
  
  Regards,
  
  ***** *********

*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. ↩