ComplaintsforFriedman's Appliances

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In Nov 2021, we purchased a $33k kitchen which has been a series of dropped balls. In April we were to have our kitchen installed. The hood vent hadn't shipped yet and we still had the water turned off for a plumbing project, but otherwise we were good to go. We were told we had to sign a waiver because the water was off which we did. March 28, Friedman's did a site inspection. May 20, Friedman's installed the appliances but two fridge/freezer panels were scratched. The techs said there were also several trim pieced missing from the fridge/freezer they couldn't be put on until the replacement trim panels came in. As the installers pulled away, the door alarms went off on both the fridge & freezer but a phonecall to Friedman's wouldn't turn them around. We realized then that most of the packing and tape had been left on the appliances, the dishwasher tray wasn't working correctly, the range grate was damaged, and the water wasn't hooked up on the fridge or freezer. Friedmans told us to turn off the door alarms and call service to address our issues. During at least 3 more visits more, they brought more scratched panels and no trim pieces which resulted in countless phonecalls,emails & photos that resulted in nothing. We even got a phonecall from our salesman asking for payment of the replacement panel! On August 2 Leslie (parts) said it would be escalated but I heard nothing. Sept 20 I emailed Bradley (ops mgr) who said he would look into it. Still nothing. We paid $1068 in installation fees and $750 each for stainless door panels (one of which is still scratched. We're also still missing top trim on the fridge after 6 months! We want the rest if our fridge trim installed and a refund for installation charges and the scratched stainless panel we were forced to accept.

  

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/10/12) */ The panels that we have been ordering are arriving scratched every time. This is the way they are arriving to us from the freight carrier. We have ordered them three times and the carriers are continuing to damage them while in transit. There are missing trim pieces that we have had on order since it was determined that they were missing. Those have not yet arrived, and as soon as the manufacturer send those to us, we will return to add them to the unit. We are sorry that these issues have not been resolved, but we are reliant on the manufacturer to provide us with the necessary parts in order to complete the installs. I am happy to refund the install charges and have already agreed to do so in prior communication. Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The missing door TRIM pieces (not the panels) continue to be ignored/missing (partly because the people I complain to have never come on site or called me). The refrigerator top and bottom trim pieces pointed out in the photos HAVE NEVER BEEN ORDERED OR ADDRESSED and are still missing. I understand they normally come in the installation box . . . but they didn't. Someone needs to order them and install them so bare metal doesn't show and so the final side trim that attaches to it can be installed. The issue with scratched panels was supposedly "resolved" when the company said I had no choice but to accept scratched panels, so I did. However,no compensation has been offered for damaged goods. I paid a hefty sum for site visit, installation, and water hook-up but this service wasn't adequately performed. At least 4-5 visits later I still don't have parts and I had to remove styrofoam, tape and packaging myself. Some of the tape on the oven got baked on and I had to clean it off. I also had to have 3rd party install the water lines on the fridge, freezer, and dishwasher. I also had to have a 3rd party service call to find out the screws in the door of both the fridge and freezer were protruding and had to be screwed in. That is why I deserve a refund on the installation charges. Business Response /* (4000, 9, 2022/10/17) */ The missing trim pieces have been ordered, and have been on order since the original timeframe when they were missing. One of the missing pieces arrived last week, and we are still awaiting the other. It is very frustrating waiting on the missing parts, we have escalated this issue to GE to complain about the length of time it is taking to get parts, and the repeatedly damaged items that are arriving. Unfortunately, that is beyond our control as we are reliant on the manufacturer to provide those to us. Consumer Response /* (4200, 11, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the company can provide proof the top and bottom door trim was ordered back in May when it was discovered as well as follow-up over the past 5 months, then I will patiently wait another month for that. Every technician who has come on site has said there was no trim parts mentioned as an issue. The person who ordered parts also told me there were no trim pieces noted to be ordered. I have never been offered an installation refund by the company. I was only told I was "hard to satisfy" and someone would get back with me after researching the problems. If the company is willing to do refund, why don't they just issue a check? I have never been offered any compensation for having to accept a scratched door panel (different than the trim) either. The lack of response and excuses from the company is why I filed this complaint. Consumer Response /* (3000, 14, 2022/10/22) */ ***Document Attached*** I just received a refund of the installation charges but have not heard anything about a partial refund for the fridge or freezer damaged stainless fronts. I also haven't heard anything about installation if the fridge replacement to come & bottom door trim. I provided a photo of the freezer top trim piece since there still seems to be confusion about what we're missing on the fridge. Business Response /* (4000, 16, 2022/10/24) */ We are still awaiting parts for the repair. Consumer Response /* (4200, 18, 2022/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be happy when/if I get the rest of the trim pieces for my fridge. It would be helpful to see proof the correct parts have been ordered, because Friedmans claims the parts were ordered in May, and ever since. This is a purchase that first took place in 2021.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a new home from BenTesterman with Freidmans Appliances installed. We have had significant problems with both the dishwasher and the range with stove top. For six months we have tried to have them out to fix the top two burners on the stove, two of the four. They have fixed one but have not fixed the fourth burner after repeated calls for service. Frequently they cannot find the paperwork they are unsure that anyone has been out, they have no record of our call etc. At one time we were told the part for the burner was on order . All of this in a brand new house with a brand new appliance. Six months later we are still waiting to have a fully functional stove top burner assembly.. They were scheduled to come out today after just talking to them yesterday, but they did not show.

  

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/06) */ I am sorry for the trouble that you have had with your appliances. Please call me to discuss these and I will be happy to assist you with the service calls. Service calls were completed on 11/9 for the range. All burners and gas orifices were replaced. The unit was working at the time of service. On 1/4/22 the customer called with another range issue. The call was scheduled for 1/6. We called to cancel due to snow, but the customer did not answer and had no voice mail. For the Dishwasher, we replaced the control panel on 11/18, and the unit was working at the time of service. The customer called in a new issue on 1/4 and we had to reschedule due to the same circumstances above. Both calls are currently on the schedule for next week on 1/12/22. These units are both under the manufacturers warranty, and as a servicer we are acting on behalf of the manufacturer. These units do not currently meet the criteria for exchange, and will need to be diagnosed. There is only one documented repair on each appliance. If you are having trouble making contact with the service department you can contact me directly and I will assist you. Included are my name and contact information. Again, I am sorry for the trouble, and I will be assisting you to see if we can get these appliances repaired.

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