ComplaintsforFerguson Enterprises, Inc.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family purchased a new build in July 2022. Thermador appliances were installed by Ferguson Kitchen and Bath in Nashville, TN. We have used the Thermador gas cooktop 2 times and both times we smelled gas. Gas company turned off gas and 1st time it was fixed by Franklin Heating and cooling saying it was not connected in the back properly. 2nd time I smelled gas from one of the cooking eyes. Gas company again turned gas off. We called our builder who gave us **** Sellers at Ferguson to call. **** said he could order us a new cooktop but it would take 6 months to get in, have the one off the showroom floor or get it fixed. We have 2 small children and I have to have a cooktop to cook. We didn't want to wait 6 months but needed something to cook dinner on. We didn't know the condition of the showroom floor model nor did we want it fixed. We just bought a new built house and have had 2 gas leaks with the stove and only cooked on it 2 times. My husband contacted **** to tell him we wanted to proceed with the new cooktop. He then had the manager, **** McCabe, to contact us and tell us he could not order a new cooktop for us. I called **** back and he confirmed he could. 20 minutes later **** and **** call me on speaker. **** tells me he can order us a new cooktop but then **** whispers to him, that he can't. For 4 months **** said he could. We decided to have it fixed because we hsve been without a cooktop for 4 months now. ******* ********* comes out and detects gas from 2 eyes on stove. He said this is unacceptable with it being a new build and a stove never used, you should get a new one. He said they must have given you a old one or refurbished one because Thermador is a great company. My husband and I both called **** and **** to tell them what the Appliance guy said. We called and left voice-mail on both employees phone with no return phone call from either. We are shocked how **** &**** have handled themselves by not returning calls & telling lies.

  Business response

  11/07/2022

  Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we **** be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You **** receive a response from a manager within the next 1-2 business days.

  Customer response

  11/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Easy way out to just send it to the manager and not do anything about it. I guess this is the way Ferguson handles themselves and now after that response I'm not surprised why the Nashville office has handled it the way they did.

  Business response

  11/16/2022

  Again, we are very sorry that the initial response was not what you were seeking. These matters are all handled at the local level by Branch and Area Management. We reached out to the local management team again and our Area Manager stated we had been working with the Builder who had requested to be your point of contact at the time. The Area Manager confirmed today that initially, when it was determined that the unit had a faulty gas valve on one of the burners, Thermador initially agreed to swap it out if necessary, but the lead time was 6-8 months (unconfirmed and subject to change). The builder asked us to schedule repair and allow him to be your point of contact for resolution. We learned that it did take some time to get in the parts needed. When we read here that you were not satisfied with the response from Headquarters, we reached out to the Area Manager again. He confirmed that we called the service company to confirm that they did get the parts but they stated that they needed a tool to fix the unit. Once they had the correct tool, they stated that they tried to contact you on Sunday but were unable to reach you. The Area Manager stated he was able to successfully make contact with you today and we do apologize for the additional delay and poor experience. He stated that you have his direct contact information and you responded to him that you **** be contacting the service company next week to schedule the service. Please do either let us or the Area Manager know if you still need further assistance.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchase a sink dresser, sink, granite and medicine mirror from Ferguson, The sink was installed cracked underneath we were told numerous times it would be replaced and it never happened. My husband was a veteran he became. very sick and he passed away. The sink started cracking inside we called everyone told us we needed our invoices our order number ********. I called gave the number and I was told that's to old for their system. After many calls threats to the C******* ****** Rd office I was told ********* **** will send. As of today I have not received the invoices or anyone from Ferguson to come look at the defective product. The sink has completely cracked the cabinet doors are falling off the cabinet coming from the wall this is a hazard we can't use the bathroom sink or the bathroom. I would appreciate any help you will give me, I am handicapped I am in a wheel chair and not being able to use my sink or vanity is incredibly hard. I have enclosed pictures invoices that I have. My husband died not being able to use our master bath he had Parkinson's I has to take him to the other bathroom..shame on Fergusons! and the *** that would not stand behind there product.

  Business response

  11/07/2022

  This case also came to our Executive team on October 26th, 2022. Our Senior Regional Vice President was made aware and we had associates contact the customer immediately. The Customer purchased a vanity that came with a stone top and undermount sink from Ferguson seven years ago. She only has the payment on account receipt and not a delivery ticket that shows actual model numbers. The customer has called in a few times and each time was assisted by the National Homeowners Sales center. They told her they couldn't help her without a receipt and that our system does not go back seven years. She had not reached out to anyone in management prior to this complaint. The owner states the vanity has a 25 year warranty but has no documentation of that. It is apparent that something has been dropped in the sink and broken it. We had an associate go to the owner's home and take pictures of the actual vanity and template the sink to see if we can get her a replacement sink. Even if the items are under warranty, in all our sales and contracts, we state that we do not cover labor. We are, however authorizing replacement of the sink and reimbursement for the installation of the sink because the customer submitted the complaint to both the Better Business Bureau and our Executive team. We are in touch with the customer and currently trying to come to an acceptable resolution for her.

  Business response

  11/07/2022

  Thank you for your feedback and we apologize for the delay in response and greatly appreciate the opportunity to make our service better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days.

  Customer response

  11/14/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am thankful for Ferguson executive team, they took care of the sink issue immediately. I did call the store etc.. it doesn't matter everyone was so helpful Ferguson Executive & BBB team.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered a bathtub through **** ******* at Ferguson showroom XXXXX **** *** ***** TX XXXXX on August 12, 2022 with the agreement that it will be delivered on time for our project Sept 6. Credit card was charged in full the same day. A month later and a week late for the project , wrong tub was delivered (right drain instead of left). As of today, five weeks later, we still don't have a tub and stuck with the gutted bathroom since the project cannot be finished without the tub. Nobody at Ferguson offered any explanation or warned about delay in shipment. Kyle or store manager are unresponsive to calls or emails. There is nobody to be found to resolve the situation. Request delivery or replacement of the ordered tub ASAP.

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/21) */ Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a response from a manager within the next 1-2 business days. Consumer Response /* (2000, 7, 2022/09/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) The tub has been replaced.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I ordered a Jenn-Air range and Whirlpool dishwasher from ********. Actually, our property management company, ******* placed the order for us, I believe the order is under the name ******* George, but it is our range for a cabin we own in Sylva, NC. The order was placed with the showroom in ********, NC. The number is XXX-XXX-XXXX. ******** performed a pre-install inspection on June 9th. Everything went well, there were no concerns noted. The installation was supposed to occur on June 16th. On the 16th, they installed the dishwasher, but would not install the range. Our property manager mentioned something about the ventilation, but could not provide details. The current range is a Jenn-Air range with a downdraft and we purchased a newer model Jenn-Air with the same downdraft feature. We have called numerous times speaking with Blaine, Trey and Jeff, none of which are able to give us an explanation or complete the installation. They have almost ***** of our money and refuse to simply install the range.

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/09/09) */ Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided (as you have already been in contact with the Branch Manager, we are also alerting the Area Manager). You will receive a response from a manager within the next 1-2 business days.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* is a marketplace seller on Overstock.com, placed order XXXXXXXXX on 8/14/22 on ************** On 8/22/22, notified the business under case# XXXXXXXX that the item was poorly packed with no outer box carton. Thus, this lead to a small dent in the metal on the side of the item. The retail cost of this item is: **** The business is now requesting that I "take" at least 3 pictures of the item, e-mail it to them, allow them to "file" a claim with *** and for me to "wait and see" if UPS wants to do an inspection. Am I being compensated for all of this and for taking time from work for "a ***** inspection of a *** retail item"? Rather, you can email me a Prepaid mailing label to send the damaged item back, than, you can process a refund. Never, have I encountered a business that expects a customer to follow these steps for a small dollar item like this.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/25) */ Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. We never intend for products to be damaged in transit to our customers. With all shipments, we do have to create a claim to the carrier for the product damaged in transit. At this time, the full refund for the damaged product has been issued, you are free to dispose of it as you please. It may take 1-7 business days for your bank to post the credit to the payment method used when placing the order. At this time you should have received an email from ************* providing this information as well.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased appliances for an entire house (2 refrigs, range, dishwasher, microwave, hood, washer, dryer) in March 2021 and they were installed in June 2021. One of the refrig. blew the GFI outlet immediately upon plugging it in. This happened on multiple outlets; this was a brand new house and just passed an electrical inspection so the appliance was the issue. We contacted Ferguson numerous times to resolve the issue; they offered no resolution. We ended up purchasing another frig from ****** picked it up and installed it ourselves and finally got Ferguson to agree to pick up their frig and give us a refund. About a week later the frig was still sitting in or garage, so our builder kindly took it because Ferguson never showed up. Fast-forward two months and the dishwasher is now short circuiting. So we now have a second appliance from Ferguson that is useless. To date Ferguson has yet to return my calls regarding the dishwasher to have it fixed or replaced.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/08/20) */ Thank you for your feedback and we greatly appreciate the opportunity to make our service even better; we deeply apologize that the mark was missed with this shopping experience. To assist with your issue, we will be forwarding the information you provided to the manager that would be best to assist you per the information you have provided. You will receive a call from a manager within the next 24 hours.

*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. ↩