Complaints

This profile includes complaints for Texas Appliance Supply, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Texas Appliance Supply, Inc.

  1500 E I 20 Arlington, TX 76018-4801

  
• 

  Texas Appliance Supply, Inc.

  840 Airport Fwy Hurst, TX 76054-3240

  
• 

  Texas Appliance Supply, Inc.

  3401 W Pioneer Pkwy Pantego, TX 76013-4605

  
• 

  Texas Appliance Supply, Inc.

  4786 Hulen Park Dr Fort Worth, TX 76132-1300

  

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:10/16/2024

  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.

  We purchased a brand new refrigerator for our home, along with an extended warranty. Our refrigerator stopped cooling and we discarded foods that were no longer edible. We contacted Texas Appliance and was told there was not an extended warranty on the product. We then drove to one of their businesses who confirmed there was a warranty. Since then we were instructed to try some other things to see if the refrigerator would work, but to no avail. We contacted their corporate office who advised us to submit a complaint online. We are elderly and rely on others to help us with a lot of things that we are unable to do ourselves. We thought that the purchase of the extended warranty would help us in case we had problems but the company doesnt want to honor it.

  

  Business Response

  Date: 10/16/2024

  We have received your complaint and we are working with the warranty company to get you a service call.

  The refrigerator will need to have a technician to look at it and diagnose what the issue is before we can proceed to next steps.

  We do apologize for the miscommunication, we think that you were originally speaking to a very new salesperson.

  We have attached a copy of your original receipt for your records.

  The company that handles the warranty is ******** or also called ************, please be looking for a call from them.

  Your policy does offer a food loss reimbursement option that you will need to claim with them.

   

  Customer Answer

  Date: 10/24/2024

  Complaint: 22426578
  
  I am rejecting this response because: 

  We spoke with the company that hamdles the warranty. We were told that we have to get our own repairman. This will create out of pocket costs that I dont have. I purchased the warranty because I believed that the company would handle any issues if I incurred them.

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

  

  Business Response

  Date: 11/08/2024

  We apologize that this process took longer than it should. 

  We understand that the warranty company has agreed to cash out your policy and refund you for the refrigerator and your food loss.

  This is the best possible outcome and we hope that you agree.

  Thank you for your business.

   

• Initial Complaint

  Date:08/15/2024

  Type:Delivery 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.

  We purchased a range and microwave on June 28, 2024, and were quoted a delivery "in a week or two;" early July. The sales associate was an "*******." We heard nothing and began attempting to contact someone on the status of the delivery in mid July. Emails went unanswered but I finally was able to contact ******* by phone, who said he would check and get back to us. He failed to do so. A second call promised delivery on or about July 23 but nothing happened. On July 31, we drove back to the store and talked to a "****" at the customer service counter who informed us the range was back-ordered and would not be delivered by the manufacturer until late August. However, the microwave was in stock and would be delivered. To his credit, it was delivered Aug. 2. He called later to say the range had come in and it would be delivered Aug. 13. A text followed promising delivery. It is now Aug. 15 and we still have no delivery. I called the store, again, and spoke to an "******," who said he knew nothing but would check and have someone get back to me on status of the delivery. I have heard no reply. I told ****** we are very disappointed in this poor service, missed deliveries and a lack of response to repeated requests for a status on the range we have purchased. We want the range delivered or our money refunded.

  

  Business Response

  Date: 08/16/2024

  We have completed the delivery as of 8/16.

  We apologize for the delay and lack of communication from our staff, we will take this as a learning opportunity to be better.

  Unfortunately we are only as good as the information that we receive from our suppliers and we are always at the mercy of trucking companies that deliver the products to us.

  We hope that this resolves the matter and we want to thank you again for your business.

  Please let us know if we can be of any further help.

   

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  Purchased NEW washer and dryer with installation on Jul 20 (3379242.pdf). On Aug 3, dryer stopped working and root cause determined to be installer negligence where electrical tape was used to make a 240 volt connection leg on the electrical plug because installer broke a s**** (Install 1 & 2.jpg). Called business on Aug 5 to report and find a resolution. After 2 texts and 7 calls, the business returned my call and agreed to send an installer to correct the installation issue the next day. Note that dryer has remained unplugged since discrepancy found on Aug 3. On Aug 6, the original installer arrived and said he had a new s**** for replacement then picks up the disconnected dryer plug and attempts to plug it into the wall sending electrical sparks from both ends of the plug cable. Installer later removes a part from the dryer, takes it outside, hammers on that part with tools against the concreate walkway, then returns inside and reinstalls part onto the dryer. I told the installer and business I'm not accepting this resolution due to the NEW dryer's control board being improperly charged when installer plugged it in causing sparks and a hammered against part installed on the dryer (*******.pdf). I proposed a resolution of either return and refund the dryer or a NEW replacement. On Aug 7, business agreed to replace the dryer with a different installer. On Aug 8, a replacement dryer was delivered and installed. Upon completion of install, the replacement dryer was found to be NOT NEW but "as-is" or "out of box unit no returns/refunds" (3380532-1.jpg). Photo of "out of box unit" on truck (3380532-2.pdf) and delivery summary (3380532-3.pdf).Resolution: Replace NOT NEW dryer with NEW dryer (item condition as produced and delivered from manufacture and intended condition in original sales order) delivered and installed per included item instructions. Also, need the **** RAIC License # of the original installer or was this on business RAIC License # **** (RAIC.jpg).

  

  Business Response

  Date: 08/12/2024

  We have been in communication with the customer and we are working to resolve this issue and meet the customers request of a new unit.

  Exchange of the dryer is set for Tuesday 8/13/24

  Thanks for your help.

  Customer Answer

  Date: 08/13/2024

  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.

  The business followed through and completed the resolution as we discussed on Aug 12th. 
  

  I appreciate everyones efforts in resolving this matter.

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

• Initial Complaint

  Date:08/09/2024

  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.

  All of our appliances were purchased by our builder through Texas Appliance. When the fridge was installed the incorrect trim kit and heater were sent. We were told it was on back order but would be delivered. During that time, our builder didnt want to pay until the job was complete and Texas Appliance sent letters trying to put a lien on our property. I asked our builder to please pay so that didnt happen. Fast forward 8 months and we will dont have the parts we need. I have called several times for a status update but the sales *** will not call me back. I now cant get anyone to answer the phone at all.

  

  Business Response

  Date: 08/09/2024

   

  We have not been fully paid by your builder.  We still have an outstanding balance for your home of $9801.25 not including the kit that you need.

  We have filed a lien on your property for failure to pay.  As per the collection laws in Texas multiple certified letters and communications were sent prior to filling for a lien.

  We understand that a trim kit is still needed to complete the refrigerator and we are willing to provide the kit, but payment for prior invoices will need to be made.

  Posting negative reviews and making BBB complaints is not the best way to resolve this matter. 

  If you would like to have a phone conversation to look at ways we could resolve please respond back through this BBB portal with the best way to contact you.

   

• Initial Complaint

  Date:11/29/2023

  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.

  See photos supplied.Texas appliance needs to give us our **************.

  

  Business Response

  Date: 12/12/2023

  We want to apologize for the misunderstanding and errors in communication from the very beginning. Texas Appliance nor its employees have the authority to authorize an exchange for a product of this nature when it is clearly under the manufactures warranty.  We understand that the customer was thinking that a new range was being ordered for them but that was where the misunderstanding was coming from.  The employee in the provided text conversation was under the impression that the manufacturer was working on the exchange for them.  Texas Appliance cannot authorize the exchange without the permission of the manufacturer.  The manufactures *************** technician has now been to the home and did not deem that the product was unrepairable therefore they will handle the repairs going forward.  Parts have been ordered and are being expedited in order to satisfy any door or cosmetic issues.

  Customer Answer

  Date: 12/13/2023

  Complaint: 20930320
  
  I am rejecting this response because:

   

  1) The response they gave was inaccurate & filled with false information-in which we have written proof. The employee repeatably lied in email/text/phone calls about him ordering a new appliance. The employee guaranteed per his words our appliance would be at our home in November. The employee said multiple times he was taking care of things & not to worry. This is not a warranty issue considering it was a new appliance for our new home build.

  2) Thermador did send out a technician because Texas Appliance failed to help us as customers in multiple ways. They have started a case. The technician was very aggressive to where we felt in fear by his yelling & nature so he had to be removed from the home by being asked to leave. We have video of his nature from our home cameras. The technician acknowledged that the door was warped but said he would not report it that way. He said it would just be crooked/warped. Unacceptable.  He said there was nothing he could do. Unacceptable. He then proceeded to yell at us & we asked him to leave because of his aggressive nature & bad attitude.

  3) The only solution is for Texas Appliance to take back this lemon we received as it was not in working order with a warped/crooked door for baking nor aesthetically pleasing with the scratches. Between Texas Appliance & Thermador, a refund & removal is what we request. 

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

  

  Business Response

  Date: 12/14/2023

  For the record the technician that was referenced is not an employee of Texas Appliance.
  The manufacturer has agreed to replace the product and we are in the process of scheduling the resolve.
  This should meet the customers request.

• Initial Complaint

  Date:09/15/2023

  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.

  Friday 9/8/23 our whirlpool refrigerator compressor went out. We called a Repairman to verify it and then filed a claim to Whirlpool. ********* said that they would have to find ** a certified technician for earlier to do the warranty work which took Friday the eighth till Thursday. The 13th when somebody showed up. The repair man came without a compressor and said that he wanted to verify it was a ************** its another 3 to 5 days to wait on the compressor. We have spent seven days as of this complaint in another 3 to 5 days now waiting on a compressor with no refrigerator. I think this is irresponsible of whirlpool and the service agreement.

  

  Business Response

  Date: 09/15/2023

  Mr. ********,

  We agree this is not a good situation and Texas Appliance is willing to attempt to help, but we do not find any of your contact information in our system.

  Can you provide more information regarding the original sale of this refrigerator? Was it purchased through a contractor or builder? 

  Van is out of our normal business area and could be difficult to get service there. 

  We are not the manufacturer or the warranter but we might be able to help if we can get more information.

   

  Customer Answer

  Date: 09/15/2023

  Complaint: 20605513
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair 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 had an appliance delivered on 8/17/2023. I bought the 5 year protection plan and was told it may take 2 weeks to receive an email from Squaretrade. I called SquareTrade to see why I havent received an email and they have no record of my purchase. I reached back out to my salesperson and was told it now may take up to 90 days why was this not communicated with me? I paid for the extended plan and dont have any of the peace of mind from this plan. Why isnt this advertised at the time of purchase? Seems misleading to customers.

  

  Business Response

  Date: 09/08/2023

  *********************,

  Please rest assured that you have purchased a valuable product that is backed by the ****************** company.

  The warranty that you have purchased does cover you for 5 years from the date of purchase, the 1st year is covered by the manufacturer of the product.

  Texas Appliance is running a little behind on uploading these to Allstate / Squaretrade due to a new process they implemented in July.

  If you would like a refund we are more than happy to process that request but you have my word that it will be processed on your behalf.

  My contact info:

  *********************
  GM /COO
  ************
  ************************************
  

  Customer Answer

  Date: 09/11/2023

  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

  Date:06/14/2023

  Type:Product 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.

  The ventahood is damaged out of the box and I called the sales person and they filed warranty warranty said its freight damage so the person I bought from has to replace been over 1 month and nothing I have called texted and left voicemails with no answer to correct the issue

  

  Business Response

  Date: 06/15/2023

  We have been in recent contact with the customer and believe that we have worked out a resolution that will meet their request.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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 several KitchenAid appliances from Texas Appliance in October 2016. Texas Appliance sold ** an extended warranty policy issued by ******** *** of ******, ****. Texas Appliance did not provide ** a copy of the ******** policy/plan document. ******** has consistently denied legitimate claims on the appliances. ******** refuses to provide us with a copy of the official plan. Since Texas Appliance sold us the policy they are responsible for the non-performance by ********.

  

  Business Response

  Date: 01/09/2023

  We do apologize for the lack of service from the ******** organization.

  We have attached the policy as you requested along with the sales brochure and a copy of your sales receipt.

  Unfortunately we ceased doing business with ******** several years ago and we do not have much clout with them now.

  The primary issue that we have is due to the age of the policy in general we / you will not have any good grounds for a claim when the policy has been expired for more than a year.

  The maximum length of the policy would have been 5 years from the date of purchase, expiring in November of 2021.

  If the policy was still in effect we could have potentially canceled it and refunded some of the money but with the amount of time since the policy expired we have no recourse.

  Texas Appliance is willing to work with you if you have any new needs for appliances and would gladly honor our 50% back program on the purchase of your service policy.

  See the details for the Refund Voucher.  This would give you $275 towards the purchase of a new appliance with a cost of $200 or more.

  Again we are sorry for ********'s lack of performance and hope that this helps to resolve this matter.

   

   

  Customer Answer

  Date: 01/09/2023

  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. I appreciate the quick reponse from Texas Appliance.  Ceasing business with ******** was the right thing to do.  They are unresponsive. Their system shows an extended warranty period  of 10 years so I believe they are still under obligation.  I will be filing with the **** Better Business Bureau.  All they have  to do is be responsive and I would probably be satisfied.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/29/2022

  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.

  On 01/20/2017, I purchased a Frigidaire refrigerator/freezer from Texas Appliance, along with a "five-year parts and labor" extended warranty for the unit. When I received an invoice for everything, I had to call and ask our original salesperson (RB) to send another invoice with notes to clarify & explain the extended warranty.Before I purchased the extended warranty, I asked when it would take effect and our salesperson told me, "at the end of the manufacturer's warranty."In July (2022), the refrigerator needed a new door gasket and I contacted the warranty company. I discovered that our original extended warranty had been sold to another company and was told that this repair was no longer covered; that the warranty began when we purchased the unit.Additionally, I mentioned that the already-replaced ice maker was again having problems and the extended warranty company representative stated that this, too, was no longer covered.I called Texas Appliance during the last week of July, 2022 and discovered that our original salesperson had left the company some time ago. I was referred to a manager at Texas Appliance named, "Joi," and explained our issues to her. She asked for a copy of our invoice and that I send the part number for the defective refrigerator door gasket; she promised to get right back. I immediately sent an email with the information she requested.Since that time, I have sent several follow-up emails and left phone messages for Joi, none of which has been answered.

  

  Business Response

  Date: 09/05/2022

  We sincerely apologize for this misunderstanding. 

  The policy that you purchased is for a total of 5 years, the policy picks up at the end of the manufactures warranty, which is 1 year for the product you purchased. 

  Essentially you purchased 4 additional years to get a total of 5 years, this is a normal warranty industry marketing tactic.

  You are officially out of policy and we no longer do business with the company that provided the original coverage. 

  In an effort to resolve your complaint we would be willing to refund you the total that you paid for the policy $135.99 

  Please advise if this offer to refund everything that you paid for the extended warranty meets your approval and we will proceed with mailing the check this week.

  Again we apologize and we never intended to mislead.

  Customer Answer

  Date: 09/06/2022

  Complaint: 17787114
  
  I am rejecting this response because:
  

  While I appreciate the company's offer, the parts required to repair our refrigerator (bottom door gasket and ice maker) will cost approximately $250.00. The cost would be closer to $400.00, if a service call were involved, but I am willing to try and install both parts to avoid that additional expense.

  Whether intentional or not, the extended warranty coverage was misrepresented to me when I purchased it. While I am aware that Texas Appliance is no longer affiliated with the original extended warranty company, that is not a valid excuse for denying coverage. 
  

  Regards,
  

  
  *********************

  

  Business Response

  Date: 09/09/2022

   

  We are sorry that you are rejecting our offer to refund you everything that you paid for the extended service policy that your purchased 5 1/2 years ago.

  We sell hundreds of these policies every year with no other claims of misrepresentation like yours.

  On your own attachment that you provided to the BBB it is hand written by the salesperson, ********, that the units has  "* 5 year parts and labor".

  Your 5 years expired January 20th and we going above and beyond with our offer to refund the total paid of $135.99

  Please reconsider our offer so that can both move forward.

  
  
  

  Customer Answer

  Date: 09/12/2022

  Complaint: 17787114
  
  I am rejecting this response because:

  The latest response from the business continues to deny the fact that I was told that the extended warranty began when the original manufacturer's warranty expired (one year after purchase of the appliance). The business is currently guilty of misrepresentation, at the very least. I will, however, agree to compromise for the amount of $200.00, rather than the $250.00 (which was ALREADY actually a compromise, since it did not include the price of a service call) which I will apply towards the cost of the repair parts which our refrigerator requires.
  
  Regards,
  
  *********************