Complaints

This profile includes complaints for D.T. McCall & Sons's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  D.T. McCall & Sons

  101 Water St Carthage, TN 37030-1518

  
• 

  D.T. McCall & Sons

  1300 S Jefferson Ave Cookeville, TN 38506-4296

  
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  D.T. McCall & Sons

  232 Franklin Rd Franklin, TN 37064-2220

  
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  D.T. McCall & Sons

  1220 Scottsville Road Lafayette, TN 37083

  
• 

  D.T. McCall & Sons

  1029 W Main St Ste B Lebanon, TN 37087-3347

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Frigidaire freezer from DT McCalls, *********, **. Called for service because freezer kept going into alarm with beeping & green light flashing. Technician came out on 3/5/25, said unit had defective mother *************** Said he would order parts for repair. Called service department on 3/21/25 for update, was told one part came in, waiting on second part. Called service department on 3/31/25 for update, was told still waiting on parts. Told them the unit keeps going into alarm & that a gallon of ice cream melted. Was told they would call back with update... no call. Called again on 4/1/25 trying to get update, was told part was "drop shipped" no ETA available. Told them the unit keeps going into alarm & that I can not be home 24hrs a day to monitor freezer. Was also told the service manager was gone for the ******** would call me the following morning. NO CALL. I called again on 4/2/25, was once again told part was "drop shipped" from the manufacturer. Was told the service manager, "*****", ordered part from **** (open box). Told them I needed a call back with *** and if it would be several days, someone needs to make arrangements to bring me a loaner freezer or someone will be covering food losses. I operate a food trailer & a freezer is a critical unit of operation. Well, here it is, the end of the day, and is the normal process for DT McCall service, no return call. We are going on a full month without a properly functioning freezer.

  Customer Answer

  Date: 04/14/2025

  Never received any follow up from the company. All communications have been with me reaching out to them for information. I did reach out to them on 4/7/25 & miraculously my parts just came in. Repair technician came out of 4/11/25 & replaced parts. Not once did anyone from DT McCalls reach out to me.

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 3, went to the ******** to purchase a washer/dryer. The model we wanted was not in stock. The salesperson, *********, said she would check with the other warehouse ifshe could find one & telephone us. She called that ******************* had one. Date for delivery., September 9 m. I would in the morning and pay. ********* said we could do it over the phone and she would email me the receipt. I gave her all the info including email . DT McC changed my **************** card on September 4. No receipt emailed, September 8 late evening I received a text message to expect delivery on September 9th, between 10 a.m. and 7:30. No one delivery. Tuesday I called the store spoke to *********. Told her we had not received delivery & would she email the receipt & did she have any infor, the only thing she said was Ill transfer you to delivery. Left a message for delivery. No return phone call, couple hours later called and talked to lady who verified our paperwork and would check. She came back on the phone & said an employee had an accident; would call me back, she promised. No response.. Wednesday called & was transferred to delivery & no answer, left a message; no return call; called back told lady on that no one responds from delivery. She gave me a different number.; I talked a man, who verified that an employee had an accident on Tuesday. I told him that Tuesday& Wednesdays excuse, what happened on Monday. He paused & said it didnt get back to the warehouse on time. I ask when he could deliver the washer/dryer &he said anytime I wanted it. We agreed onFriday at nine. I told him before I hung if it was not delivered on Friday that I wanted a refund. Friday and Monday came and went no delivery, no call, no text, no receipt. Tuesday contacted the store and spoke with ******. (Unsure of spelling):told her I wanted them to reverse the charge to my **************** card. Let me check was her answer I will call you back within the hour.

  Customer Answer

  Date: 09/20/2024

  ********* from DT McCalls contacted me on September 19 to apologize for the lack of customer service.   She ask if I had filed a complaint with *******. Express and since I had they could not refi d my money until Am/Ex closed the investigation.  I ask her to credit my card and then AmEx would close the investigation. I am unclear if her answer was its not our policy or if they only refund in cash.  I said find I will wait.  Then there was a second call she said one of the owners and the finance mgr had approved crediting my card. Would I please contact AmEx and BBB.  I received all three receipts via email and will up date when the credit is posted to my card.   I still do t recommend them to anyone.  

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* stove on July 13,2023 at the ********** store. When it was delivered while the delivery person was unpacking the stove he pulled off some tape that held the drawer closed during shipping the and paint came off with it. They told me they would report it to the office and they would me. ******* called me on 7/21/2023 wanting serial and model numbers off the stove so they could order me a new drawer. On 8/28/2023 I called about the drawer and ******* told me it had not been received yet and would call me when it was. On 5/13/2024 after not hearing from them I called again. This time I talked to *******. I told her the problem and she told me she knew just the man to talk about and that she or he would call me back. I got no call back or any response. It has been almost on year and still dealing with a damaged stove.

  Business Response

  Date: 06/28/2024

  6/28/2024.   Today we received this complaint and researched it.   ****************** is indeed is correct.   I found in my research that the part was ordered in a timely fashion by our service department directly from ******* parts.   Unbeknown to us, ******* inadvertently deleted the order because of a software or other issue at ******* parts.   We were not informed about this and believed the part was just on a "COVID" type delayed backorder.      We use the arrival of the part as part of our system to go to the next step and that system failed us in this case.

  The part is now on order from a different vendor who had it in stock and will arrive Monday July 1st we are told.  The entire drawer is coming now rather than only the front panel.   Once we receive it and inspect it for damage, our service department will call ****************** to schedule replacement..   I am sorry but I cannot account for the failure to return the call.   We apologize for both the length of time and for not getting the call returned.   I doubt ******* was able to find the cause of the delay but now we know.  Please have ***************** keep a copy of this response in case they have more trouble later and D T McCall and Sons will cover the range for an additional 4 years parts and labor, making the total warranty 5 years from purchase date of 7/13/23 at no additional charge to customer.

  Please call ******* at ************ after 2pm Monday 7/1/24 if needed.  We apologize again that a BBB complaint was needed to resolve this.

   

  Sincerely,

   

  ****** McCall II

  C.E.O.

  D T McCall and Sons

  Customer Answer

  Date: 06/28/2024

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

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased washing mach. on 11/21/22, took over a week to get delivery. 1st use of mach. had water leak, took a week to get service. leak was supposed to be corected, it was not. took a week to get 2nd service call, part was needed, had to be ordered. this was on 1/5/23. it is now 1/24/23 and DT cannot tell us when new part will bve avail, nor when it will be installed. in addition the asst. Mgr in the Lebanon store has said he will call us on several occasions but we never get a call. At this point we want DT to come get the machine and give us our money back, they refuse to do so!!! We continue to use machine and clean up water each time.

  Business Response

  Date: 05/02/2023

  Sorry for the delayed response to this complaint. It looks like we did a refund for this customer on March 15th. I have attached a refund invoice for your records. Please let me know if you need anything else.

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cub Cadet Lawn Tractor from D.T. ****************************** April 25, 2022.On November 3rd it burst into fire.Subsequent contact: T hey said "3 year warranty does not cover Leaf fires".

  Business Response

  Date: 02/10/2023

  Cub Cadet is a wonderful product made here in ********* . Cub provides it customers with a warranty of 3 years on manufacturing defects or failure of 

  parts covered . It does not cover any type of fire caused by bebris ( Leaves , sticks-twigs, dry grass) . The consumer should always check to make sure all the 

  belts and exhaust are free of bebris before running .  I would encourage the consumer to read the owners manual and warranty implied by cub cadet . 

   

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new *** ***** riding mower the first of mowing season 2022. After having the mower a few months , I noticed that the mower was cutting into my yard in which it made the cut look bad. I kept making adjustments to the deck and it seemed to fix momentarily. In August 2022 I made a trip to their Lebanon store and purchased new blades thinking this should resolve my issue. It did not fix the problem so I purchased a deck leveling kit from ****** and attempted to level the deck. It did look better but I noticed after a couple of mowing it appeared to get worse. I really think it is something defective with the deck. On September 29th 2022, I called the store and they transferred me to the lawn mower repair shop. The lady that answered the phone was rude and not very helpful! I must admit she made me quite upset, I did advise her I would report them to the BBB and hire an attorney if I had too. She was not very helpful and I ask to speak with her supervisor, she said his name was **** ******. He was not available at the time she said he would call me back. **** did call me back he stated he was a lunch and must say he was very prompt. He stated I would have to get the mower to them at my cost. I own a truck , but I do not own a trailer. He said that it would cost me $80.00 if they came and picked it up and drop it off. I declined , he did mention that it was in my warranty in my owners Manuel. I have dealt with DT ******'s for least 35 years, Dealing with the sons of DT , I always had great service! I was told by the salesman at the Lebanon store that anytime I wanted to get my mower serviced I could just bring it to the Lebanon store and they could get it to Carthage w/o charge. **** did not offer this and in my beliefs a company like DT ******'s should send someone to me. I would like to get this matter resolved asap and lets both move it along. I will say I have a different view of DT ******'s than I had before.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/10) */ RECEIVED LETTER ON 10/8/22 CONTAINING THIS COMPLAINT. I REVIEWED THE MATTER AND FOUND THE FOLLOWING. MOWER PURCHASED 3/24/2022. LAST WEEK CUSTOMER SPOKE TO ***** C*** IN THE MOWER DEPRTMENT AND **** ******. CUSTOMER WAS TOLD WE COULD PICK UP AND RETURN MOWER FOR $80.00 OR HE CAN DROP OFF AT LEBANON STORE AND WE WILL TAKE TO CARTHAGE AND BACK TO LEBANON FOR NO CHARGE FOR HAULING. THE MANUFACTURER'S WARRANTY COVERS THE MOWER FOR 3 YEARS FOR RESIDENTIAL USE FOR MANUFACTURE DEFECTS EXCEPTING WEAR AND TEAR ITEMS SUCH AS DECK SPINDLES, BLADES, BELTS, BATTERY, TIRES, SEATS, ETC. WE CANNOT SPECULATE AS TO THE CAUSE OF THE UNEVEN CUTTING, BUT FOR EXAMPLE IF A WELD ON THE DECK BROKE BECAUSE OF A FAULTY WELD IT WOULD BE COVERED AND IF THE DECK IS DENTED OR DAMAGED FROM HITTING A STUMP OR ROCK, IT IS NOT COVERED. WE WILL NOT BE ABLE TO TELL UNTIL WE SEE THE MOWER AS TO WHETHER IT IS A COVERED REPAIR. THE 30 DAYS FOR WEAR AND TEAR ITEMS WAS EXPIRED AS OF 4/24/22. LET THE MOWER DEPARTMENT KNOW AT ************ IF YOU WANT TOP DROP OFF AT LEBANON OR HAVE US PICK UP AND RETURN FOR $80.00. THIS POLICY IS, AS FAR AS I AM AWARE, THE MOST GENEROUS IN MIDDLE TENNESSEE. OTHERS EITHER DO NOT OFFER REPAIRS OR CHARGE MORE FOR PICKUP AND DELIVERY. Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Manufacturing, Seller responsibility for defective mower deck Business Response /* (4000, 9, 2022/10/18) */ Customer indicates deck is "defective' in response but no one qualified to make that conclusion has examined the deck. We have no photos nor do we have the mower to examine. The manufacturer issues the warranty. The dealer simply follows the policy. We always err on the side of the customer in cases where we are allowed. If the problem is a wear and tear part, I advise the customer to contact *** ***** and urge them to extend their policy beyond 30 days. We lack the power as a dealer to alter their policy. In any event, we are not able to move forward without examining the mower. Please take it to the Lebanon location so we do not have to charge for pickup and delivery. Thanks.