Complaints

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

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  East Coast Appliance

  400 N Military Highway Norfolk, VA 23502

  
• 

  East Coast Appliance

  1007 Battlefield Blvd N Chesapeake, VA 23320-4733

  
• 

  East Coast Appliance

  12827 Jefferson Ave Newport News, VA 23602-4317

  
• 

  East Coast Appliance

  11000 Midlothian Turnpike Richmond, VA 23235

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:11/04/2024

  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.

  Expensive **** dishwasher was marketed as top of the line. We purchased the product on 17 Aug 2023. Soon after we started noticing hot water dry spots/film on our glasses and glass dishes, so we changed dishwasher pods. However, after additional uses, we didn't notice a change. We started reaching out to General Electric Service Call for assistance. First visit, 20 Mar 24, installed a new circuit board. No change. Additional glasses/dishes were stained. Next visit, 12 May 24, replaced another part. No change. On 23 Aug 24, contacted insurance company to replace damaged items. Provided pictures. Approved to replace items, pending replace/repair of dishwasher. 13 Sep 24, service person made another repair and adjustments to dishwasher. We were asked to try **** ***** dish detergent booster. No changed, called again. 9 Oct service call cancelled. Person stated nothing could be done, dishwasher working as designed. 30 Oct called for another service. Person stated nothing could be done because it was determined that *** **** had hard water. Contacted *** **** utilities on 18 Oct to confirm water type. It was noted by *** **** utilities company that there was no hard water in *** ****. Contacted services again. Person stated nothing else could be done. Produce working as designed. Yet glasses/glass dishes continue coming out with dry spots/not clean. At the current time nothing is being done to replace the faulty/damaged dishwasher. This is the second damaged product we purchased from this location. Please assist on getting our dishwasher replaced while it's still under extended warranty.

  

  Business Response

  Date: 11/14/2024

  Dear Ms. ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind the products we sell, our services and ECA policies and procedures. We realize that we, nor the appliances we sell, will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. We have strived for 30+ years to maintain a strong relationship with the *** and the local community.
  
  In response to the desired settlement for a new dishwasher, please understand that the unit is "performing as designed"--claimants own words as expressed by multiple technicians-- and a new dishwasher-any brand or model, will deliver the same approximate performance. After multiple service calls by factory trained and certified technicians, the fact that the expectation is not being met does not trump the design and performance delivery of the dishwasher. A rinse aide is a key component, think "Jet Dry",  in resolving these issues as today's appliances are more energy efficient than ever, government mandates, and do not expend as much energy in the drying cycle--hence the proliferation of rinse aides--some detergents actually incorporate a little rinse aide into their detergent! There would be no market for rinse aides and no common household issue if dishwashers were able to address these droplets of residual water on their own.

  The dishwasher has been inspected by multiple different service technicians and the components have been tested and verified that they are all performing as designed/to factory specification. The issue of water spots is not uncommon and while the cause and sensitivity to them varies, the unit is working properly.  ** is known in the industry for standing behind their products when there is a genuine manufacturing issue-- literally ******* of these units are sold each year and there has been no official "recall" or trend of complaints of this nature.  The "****" line is part of the ** Flagship line and they take these issues to heart---but they cannot fix what is not broken.

  Please consider the facts as presented and if the claimant cannot accept, her fight is with the manufacturer as we do not hold sway over them in issues such as this---nothing factual, and we do not supply the warranty---expressly provided by the appliance manufacturer.

  Regards,

  ****

  
  
  
  
  
  *** Complaint Case# ********
  Regards,
  
  
  
  

  
  

• Initial Complaint

  Date:09/15/2024

  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.

  THIS IS HOW COMPANIES BULLY CUSTOMERS. I got it scheduled to be consulted on 9/12, then installed 9/13. Technician is amazing and did a great job with install, uh oh, except the oven is broken and can’t be turned off once it’s turned on??. The technician recommends it get replaced but he does not do the servicing of appliances. I call east coast appliance immediately before technician left, and inform them of the issue and that their technician showed me how the cancel button doesn’t work. The caller informed me that will put a note on the managers desk to call me first thing in the morning. They open at 9am, 10am rolls around, still no call, so I call, and the guys that picks up the phone says “oh yea I know about you and laughs”, and says the manager has the note. ??????? so I’m like what’s up with that?! 345pm I call back because, you know, no call, this time ****** picks up, yay! ****** informs me a service technician will come out. But again no call to inform the customer, because I was told it should be replaced not repaired. I mean the thing is broken right out the box who knows what else could be wrong, right?! A supervisor gets on the phone to tell me, I could’ve scheduled with service earlier but they are only here from 9-12, so I missed that window and will have to wait till Monday just to get a call to schedule when service might be able to come out. When I tell ask him why they didn’t call me earlier, he said I have the service desk number I could have called, but that’s not tru (obviously with my pattern of behavior don’t you think I would’ve called service if I had their number). But the supervisor over the. Phone multiple time last in the course of a minute calls ME A LIAR ?? I’ll keep this post updated with how this process continues. fully knowing they could and should just replace the item. Bullying.

  

  Business Response

  Date: 09/27/2024

  ****** ********
  *** case # 2288236
  
  
  Dear Ms. ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind our products, services, staff and ECA policies and procedures. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. We have strived for 30+ years to maintain a strong relationship with the *** and the local community.
  
  We attempted to give Mr. ******** a FULL refund and offered to collect the appliance at his convenience but after 3 attempts at parting ways in this fashion, we exchanged the appliance with *********’s permission.
  Per his request, the unit was replaced on 9/24/2024 after ********* was contacted and we were able to have the unit deemed “DOA” even though the ALL other functions of the appliance were operational. Please consider we offered, as is standard practice, to repair the machine—swap the control panel with genuine, brand-new ********* part –a 30-minute job- but Mr. ******** did not want a “re-furbished machine” ---not an accurate description but his interpretation—even though it would have saved days of waiting for the replacement unit to be installed and hours less time in the home.  Again, please note--we attempted to give Mr. ******** a FULL refund and offered to collect the appliance at his convenience.
  
  Mr. ********’s comments about our staff and “Bullying” is a sad commentary on his outlook on life and accurately describing events. Sadly, there are MANY victims of bullying and Mr. ******** is NOT one of them---in fact—quite the contrary based on his behavior. We treat all of our customers with respect and professionalism but he was downright rude and cruel to a few of our employees—including a person who has been taking care of customers for over 50+ years and has generations of customers who constantly refer friends and family to him and a staff person who has shown with countless other customers and fellow employees that she is nothing less than kind and courteous. Again—if we were HALF of what he is asserting –why would he not have taken a FULL refund and be done with us?  Who would want to do business with “bullies” ???---we try not too! He was completely disrespectful from the beginning and created a scene with his wife after she was requesting a professional installation –he wanted the unit dropped off at his house so he could install himself-– (he called back a few days after purchase after watching YouTube videos on what he was getting into—no, you can’t make this up!) and requested our installation and when we told him, again, that we do not and cannot estimate an installation of this nature without a consult, again he became belligerent and blew up on our associate. This is and has been the process here at ECA for over 20 years---a consult on-site to understand the scope of the job for pricing/time required/materials and skill sets needed to do the job of this nature right. Our installer also refutes his statement about him needing a “swap” as after the intricate and time-consuming install, our installer knows that if things can be fixed easily, that is usually the best path to take—for EVERYONE!
  Retail business is not for the faint hearted and thin skinned but there are MANY Great customers out there that make it all worthwhile—we strive to do our BEST to take care of 1,000’s of GREAT customers a month. We truly value the people who shop with us and we strive to meet or beat their expectations. We really wanted to give Mr. ******** a FULL refund—every penny he spent with us back---just to not have to work with him. It was THAT BAD. At ECA we strive to treat everyone with respect, kindness, and appreciation. Sadly, based on how Mr. ******** treated our staff who were just trying to help him and following ECA procedures and policies, we wish had never walked through our door.
  
  
  *** Complaint Case# 2288236
  Regards,
  
  
  **** *****
  ECA

  Customer Answer

  Date: 09/27/2024

  Hello - I am more than happy with resolution this matter.  I requested an exchange and I got an exchange.  ****** after being gas lit by the CEO, and reading his comments in which he slanders my wife and I.  I guess he will have to live with his own conscious about that, to me, roll the footage ??????? I stand by the fact that we were great customers they were jerks.  Thanks for your help ??

• Initial Complaint

  Date:08/26/2024

  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.

  On May 2,2024 , we purchased a Samsung Refridgerator for ******** from the East Coast Appliance store ; **** ***** ****; Fredericksburg; VA; 22401. We paid $***** for a part needed for installation. We paid ****** for "expert" delivery. We paid ****** in taxes. The total cost was ******** ( paid on our credit card) for a new and undamaged unit. We received the refridgerator on May 4, 2024. We noticed the back of the unit was dented. Delivery men asked if we wanted to keep unit and receive a **** refund from East Coast Appliance. We agreed and paperwork was completed and signed. As of today, 8-26-2024, we have yet to receive refund. We have called ( ************) Store Manager ***** ******* 7 times between 5-9-24 to 8-16-24. We have spoken too at least 4 different employees. We have been given the run around every time, including sarcastic remarks, such as "I will come to your house this weekend and hand you a **** dollar bill" . We have started sending emails and texts today (8-26-24) in order to continue to request refund. We are retired and living on a fixed income. Thank you in advance for any assistance you could give us in receiving the refund we are intitled too.

  Customer Answer

  Date: 08/26/2024

  Hello ***,

  We submitted this complaint to you today , Monday 8-26-2024 at 1 pm.

  Then, someone from East Coast Appliance drove up our driveway and gave us a card with a ****.** bill in it.

  So, we received our refund and our complaint is resolved.

  Thank you so much for your assistance,

  Mr&Mrs.******* ****

• Initial Complaint

  Date:08/12/2024

  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 bought a GE stackable washer and dryer unit from the East Coast Appliance on Laskin Road. It was delivered today, 8/9/24. I put in three bath towels to wash and went out to eat. After stepping outside, I see my old unit sitting a little way away, three feet off the curb by the dumpster. I try to move it as I am afraid someone will hit it with their car, but I can't. I come back inside, and my washer machine is going, CLACK CLACK so loud I can hardly make a phone call. I get through to someone and they say they wouldn't take my washer because it had bug feces on it. I drive to the store, and I speak to a manager wanting a refund to return the machine, of course there are complications with that. He shows me some far away shots of my unit the drivers took. There is dryer lint on the back from being up against the wall for twenty years, which I would have cleaned off if asked. No problem. I took pictures. It's caked lint which would be there obviously. I saw some rust spots, and that's it. My issues are these: 1) The drivers could have told me they didn't take the dryer, instead they chose to surprise me. 2) The drivers could have not placed the dryer as to possibly cause a traffic accident. 3) Drivers could have asked me to clean off the caked dryer lint that would obviously be back there and taken the unit as they were instructed. 4) East Coast Appliance could have sold me a functioning unit, but now I have to schedule a maintenance appointment which really don't have time for now. Additionally, I have to pay **** dollars to get the old unit removed which they should have done.

  

  Business Response

  Date: 08/19/2024

  Dear Ms. ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind our products, services and ECA policies and procedures. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. We have strived for 35+ years to maintain a strong relationship with the *** and the local community.
  In response to the complaint---per our drivers---they did tell the customers they were unable to remove the old due to an apparent pest infestation and were instructed to place it at the curb. We are very clear at point of sale when going over our delivery process that for the safety of ALL ECA customers—we cannot put any used appliance on our delivery trucks that shows any indication of a pest infestation. We remove 100's of appliances a day from homes and as evidenced by the team placing the unit at the curb as instructed---it was not a matter of the work/effort involved but the potential cross contamination threat.
  Mr. ************ is as well overexaggerating how far off the curb the old unit was as seen in the attached picture the unit was maybe 6-8 inches off of the curb and not 3 feet off the curb as he stated in his complaint.
  The unit the customer purchased was brand new in the box straight from the manufacturer and is under a full 1 year parts and labor warranty from GE, who does their own factory direct service and as we have not heard anything back from Mr. ************ at this point we are under the assumption that the issues that the customer experienced with his new unit have been fully addressed and resolved. 
  
  We take pride in our service &products, the people who work for us, and our ECA procedures. We tried to get the delivery done to the safest extent that we were able to and subsequently addressed the appliance issue to Mr. ************'s satisfaction but it takes both parties to see a "fair" compromise and we feel we have done our part.
  *** Complaint Case# ********
  Regards,
  
  
  **** *****
  ECA

• Initial Complaint

  Date:06/24/2024

  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 bought a refrigerator at the East Coast Appliance store on Laskin Road, Virginia Beach, for *********. Unbeknownst to me at the ***e, the contractors who delivered it broke my brand-new sunglasses and then later lied about it. After they left, I discovered my new sunglasses were missing. I called the store and the manager (****, called me shortly thereafter and said he had spoken to the contractors. He said the contractors said they had found my sunglasses on the floor and called out to me to ask where I wanted them placed. Obviously, I did not put my glasses on the floor, and I was not called as if I were, I would have personally retrieved my sunglasses. The contractors went on to say I must have misplaced them after they placed them “somewhere.” *** told me he would let me know if the glasses “turned up.” I said why would they turn up if the contractors claimed they placed them somewhere and then blamed me for misplacing them? I said that doesn’t make sense to which *** replied, no it doesn’t and hung up. Any decent manager would apologize to a customer on behalf of their contractors, demand the truth from the contractors, retrieve their tip, and reimburse any broken items. I am requesting in the very least, an apology and a reimbursement for the *** new sunglasses.

  

  Business Response

  Date: 06/24/2024

  Dear ******,

  Thanks for reaching out and letting us know your concerns. We are sorry for your frustrations and take your complaints seriously.

  We did ask our drivers, these men work for East Coast and are not contractors--we do have a few contractor teams but these were not--and they did admit to handling your sunglasses but not the rest--breaking and removing from the home. We do ask the customer to have a clear pathway for the team to deliver into and I agree, you putting sunglasses on the floor makes no sense, but I was not there so it is difficult for me to say what exactly happened.  A lot of the details just seem strange for these men as they both have been with us for awhile and support their families with their jobs.  As well, I have discussed with the manager and while he feels he did extend an apology, it was obviously not conveyed well enough.

  Again, we are sorry for your disappointment and while we cannot sadly verify everything, we are sending you a check for *** to cover the cost of your sunglasses.

  Our goal is to be fair and reasonable and make and keep great customers like you---not, hopefully, create frustration and mistrust.  Our delivery teams are all vetted and we have ZERO tolerance for not telling the truth, acting in any of the ways you are describing.

  We appreciate you putting your trust in us and if given the opportunity again, will strive to meet/exceed all your reasonable expectations.

  Have a blessed day,

  ****

• Initial Complaint

  Date:03/22/2024

  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.

  The machine is DEFECTIVE> I treid the regular cycle... and it spits a few spurts of water and starts to spin,, then does it again,,, and goes on for 30 minutes, clothes are not cleaned, that load.. Then I try to use the Speed cycle it is a metal scratching noise.. churning.. for 30 minutes, and then a nother 25 minutes to spin, I had to turn nozzel to rinse and drain and wait 25 more minutes for the thing to spin rinse and spin to a full stop and unlock,, Its is faulty, and I was told call the warranty ppl. and its a $*** dollars for them to show up at my door... quote on some form the lady emailed me from east coast appliances, Spotslyvania, VA 22553

  

  Business Response

  Date: 03/22/2024

  Ms. ******** purchased a unit from us on 3/16/2024 and took it home with her.  She called in with an issue with the product today, 3/22/2024, and we directed her to **'s service department as ** is the designated servicer for her area and she has a FULL one-1- year warranty with ** from date of possession.  When told this, she got very aggressive and verbally berated the associate she was speaking to using quite a bit of profanity and then hung up. Her request for return and full refund was not to her liking and she took it out on the person trying to help her.
  The store manager of our Fredericksburg location then emailed her the info of how to set up a service call with **, which will be free of charge when she shows the service tech her purchase receipt, and she replied saying "OH JUST wait and see...."---we will include screen shots of the email thread if requested but we have only tried to help her and have been met with nothing besides threats and abusive responses.
  Her unit is under the 1-year manufacturer's warranty and the service will be completely covered by ** as long as it is a functional issue and not user error.  All she needs to do is show the ** service tech her purchase receipt and whatever the issue is will be fully covered.  This is industry standard and nothing specific to ECA and our handling of customer issues. We advocate for our customers with our suppliers but the manufacturer needs to inspect the unit first.
  We would kindly ask that the *** dismiss this claim and Ms. ******** goes through the proper channels set up by the manufacturer just like the rest of appliance purchasers. Her behavior and claim are irrational and uncalled for.
  Respectfully,
  
  
  **** *****
  East Coast Appliance 
  ***** ******** ********* ******** ****

  Customer Answer

  Date: 04/05/2024

  I AM WAITING ON YOU and here your not helping... I have had this stupid machine for 2 weeks, and the company figures we sold it to a sucker, let tem deal with it,, I was so RIPPED OFF!!!.They made me haul it home too. so to **t it back and throw it on the property... I cannot even do.. It is not a working properly,, at all... washer!!spitting water?.. I need a tub of water to wash clothes,, not werried about weight,, which is normal.. which the Maintence man said, was cruiial.. O lord.. STOP!

• Initial Complaint

  Date:02/21/2024

  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.

  We purchased a Speed Queen washer & Dryer November 2023 from East Coast Appliance in Richmond Va. The Store Manager helped us and the process was easy. Our biggest concern was making sure our queen size comforter and mattress cover were going to be a problem but The Store Manager said that is wouldn’t. We were pleased with the sale until we took the Speed Queen washer and dryer home. Our first load of towels were ruin by a rust like lubricant in the washer drum that we weren’t told about. Our queen sized comforter and mattress cover were ruin by a bolt in the washer. Our dryer burnt several holes in our queen comforter. We paid ***** for the set and I need to take our comforters, blankets and mattress covers to the laundromat??? We contacted East Coast Appliance immediately after the load of towels was ruined and East Coast stated contact Speed Queen it’s a manufacturers problem. I’ve contacted East Coast 5 times since the purchase both in store and over the phone and East Coast has been unwilling to offer a refund or return not even to credit our purchase towards another washer and dryer that works better for us.

  

  Business Response

  Date: 02/27/2024

  Dear Ms. ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind our products, services and ECA policies and procedures. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution. We have strived for 34+ years to maintain a strong relationship with the *** and the local community.
  **** ******** purchased a Speed Queen washer and dryer from us on November 11 , 2023.  Speed Queen is well known for the durability and long lifespans of their products, but not for additional capacity.  Part of what makes a Speed Queen washer last as long as it does is that the capacity is built specifically to handle anything that can fit in the tub.   We typically recommend that any large bedding like comforters be taken to a laundromat to get a full deep clean.  Funny--- the VAST majority of the machines in laundromats are Speed Queen but --commercial sizes. There are also numerous government regulations on water use in residential settings that impact this.
  As to the claim about the "rust like lubricant" in the washer tub, we were first informed of this by Speed Queen well over a month after the customer received the product.  This "rust like lubricant" is a leftover manufacturing material that typically rinses out of the tub upon the first use of the unit and can happen with any washer purchased from any manufacturer or retailer.  They had reached directly out to Speed Queen about the issue and Speed Queen ended up issuing the customer a check for **** as a gesture of goodwill to ease the customer's concerns that were reported.  The ********** accepted this gesture from the manufacturer.
  The Speed Queen units that they have in their home have a full 5-year parts and labor warrant to cover any functional problems with them.  This does not cover "buyer's remorse" as this case seems to be.  We have attached the ECA customer return policy which the ********** acknowledged and signed when they purchased and signed for the delivery of their units, brand new in the box from the factory.  
  We are proud to sell the Speed Queen brand and their awesome reviews and high rankings by Consumer Reports make them a true crowd pleaser. Many owners love the fact they are made in the USA and have owned them for decades—we just had a family replace a 25 year old unit!
  Again, we are sorry the unit is not meeting the expectations for the ******** family but can assure you, they have a great laundry pair. As stated, we heard about the incident approximately a month after the delivery and as soon as it happened, we reached out to Speed Queen to advocate for the ******** family. The units have a full 5-five - year warranty and we have been assured by the manufacturer that all was settled equitably.
  We hope the units are providing the ******** family great use and will for many years to come. We will continue to be here to advocate for our customers but the manufacturer's warranty is not administered by us, or any appliance retailer and we do all we can to ensure satisfaction that is reasonable within the industry.
  Thanks!
  
  

  

  Business Response

  Date: 02/28/2024

  We are sorry Mr. ******** feels like there was a miscommunication with the store manager and if the communication about washing a comforter AND mattress covers TOGETHER is the issue....? Please see attached Speed Queen website communication about washing a queen comforter. It might be that he is washing them together?- Not sure if this is accurate but if so, might be worth washing separately.  ALL Speed Queen models, besides their commercial lines, have the approximate same size tub.  We do try to communicate to all customers that loads can vary and certain items just will not wash and clean properly---manufacturer recommends on their website are a great place to verify.
  While the appliances we sell cannot meet every expectation- we do stand by the appliances we sell being used as intended with reasonable expectations---i.e..- some clothes washers have a "stain removal" option-- it needs to be understood that not ALL stains will come out—but that does not mean the unit is failing/operating poorly. 
  Mr. ********** close-  "We would be more than happy if our Speed Queen washer and dryer would just do what we paid for them to do and that is wash and dry our clothes without ruining them" – seems like we are there---Speed Queen sent them a SQ company check to cover the initial incident after discussing with them and SQ has assured us they had a fair resolution with Mr. ********.  Again, we were not made aware of anything until over a month after delivery. We do understand Mr. ******** has been in touch and remains in touch with Speed Queen. 
  Regards,
  
  
  **** *****
  East Coast Appliance 
  ***** ******** ********* ******** ****

   

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

  Customer Answer

  Date: 02/28/2024

  We were told by the East Coast Manager that a queen comforter and queen mattress cover can be washed and dried.  We are washing and drying the comforter and mattress covers by themselves.  We do not put any other items in the washer or dryer with them. They are placed by themselves.  I don’t understand why we can’t take the washer and dryer back to your store give us a store credit so we can get a washer and dryer that we can use without having to go to a laundromat.  This is ridiculous that this has gone this far.  We don’t have buyers remorse.  We received a check in the mail but we are not cashing it. It doesn’t even cover one mattress cover or one comforter nor does it come close to a full load of quality towels that were ruined by the rust like lubricants.  I am so disappointed at East Coast Alliance and our *** for not providing better service.  This is not what we expected when we purchased a new Speed Queen washer and dryer for *****.  

• Initial Complaint

  Date:12/01/2023

  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.

  On November 19, 2023 I purchased a new in the box Speed Queen washer. When I arrived home and removed it from the box I immediately noticed the lid was loose. The next day (11-20-23) I returned to the store and notified the store manager of the issue, he gave me the number to their service department and said I needed to call them. As soon as I left the store I called the service department and made arrangements for a technician to come and inspect my washer. The technician came out and advised it appears the machine was damaged from the factory, that it was not repairable, he advised someone would be in contact in the next couple of days. I waited two days and after hearing nothing I called the service department and was told they don't handle machine replacement that I need to contact the store I purchased it from. On November 30, 2023 I called and spoke with the manager at the Newport News location and after explaining the situation he advised he would look in to it and call me back. I asked that he please call me back (asap) as I was very disappointed in what has taken place and the lack of concern (and run around) I'd been through. After approximately four hours of hearing nothing from the manager I called the salesman I purchased the machine from after explaining the situation to him he advised he'd look in to it and call me back. I received a call back (voicemail) from the salesman advising that their service technician is required to have three (3) attempts at fixing the issue and that I personally should call Speed Queen and advise them/start the replacement process with them, no phone number or other information was provided. This is unacceptable as the service technician already advised the machine should be replaced and I purchased the washer from East Coast, they warranty it and supposedly stand behind their products and I'm left with a damaged washer from someone else's fault and now I have a large paper weight in my laundry room.

  

  Business Response

  Date: 12/05/2023

  Date: 12/1/2023
  400 N. Military highway 
  Norfolk, Va. 23502 
  ***- Case ******** —- ******* ******
  Dear ******* ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind our products, services and ECA policies and procedures.  We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution.  We have strived for 34+ years to maintain a strong relationship with the *** and the local community. 
  Mr. ****** purchased a new Speed Queen washer from our Newport News store—the product came with a 1-year manufacturer’s warranty. The brand new boxed product was taken home by Mr. ****** as described in complaint and FULLY installed by Mr. ******—obviously nothing noted as to the condition of the unit when unboxed—or why FULLY install and connect to the water supply, drain, etc. ? In fact, our technician who went to home to service the unit on 11/28 remarked that the side of the unit was VISABLY dented and this is what caused the frame to be out of alignment and the lid to not close properly. The technician also stated the unit is in a VERY tight space and he would not be able to even service the unit due to the tight space and the amount of “stuff” around the unit. The technician also stated at no time did he say that it was “damage from the factory and should be replaced” as he felt the unit was damaged during the customer’s install due to the incredibly tight path to where the unit was and the mount of “stuff” all around the unit. Again, the amount of damage the technician saw on the unit would have caused anyone to pause and NOT install the unit and call the store immediately—but it was not damaged in the box but as a function of the installation. The technician did tell Mr. ****** that in order for a unit to be replaced most manufactures require 3 service visits but on this one it is customer caused cosmetic damage that caused the issue and since the unit was already completely installed, Mr. ****** needs to deal directly with SQ.  Had Mr. ****** discovered the damage as he was taking it out of the box and NOT installed it, it would have been a much simpler situation to get new one for him as provided by ECA policy. East Coast has given Mr. ****** the Speed Queen customer care # and he will need to contact them as we cannot assist unless directed by the manufacturer in cases of customer abuse. We do not provide any type of warranty coverage, the warranty on merchandise is provided by the manufacturer. We are sorry for Mr. ******* frustration with the current situation but cannot be held accountable as A.) We are not responsible for the manufacturer warranty as the manufacturer supplies and provides all manufacturer warranty coverage—we make NO representation of supplying the manufacturer’s warranty—neither stated nor implied and B.) After a unit is installed it belongs to the customer—again, installing an appliance that has visible damage is not reasonable unless the damage was done by the installer while installing.  Again, we hope Mr. ****** can get is squared away with Speed Queen but we cannot replace the unit without their approval and the unit is clearly damaged due to handling after being taken out of the box.
  We take pride in our service & products, the people who work for us, and our ECA Philosophy based on excellence and integrity that guides our business. While Mr. ****** needs to deal with the manufacturer on this, we feel we have acted in accordance with our implied transaction responsibility with Mr. ****** and ask for this case to be dismissed.

  Thanks- ECA

  Customer Answer

  Date: 12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  That response is an absolute lie.  The service technician told me the damage was obviously done at the factory or during shipping.  I reported it to East Coast the next day and have received very little cooperation and  discussion of this matter with them.  The service technician told me someone would contact me in "the next couple of days" and after hearing nothing from East Coast I started to try and resolve the issue with them and they have shown absolutely no concern or compassion in trying to resolve this matter in a professional way.  No One I repeat No One from this business has reached out to me at all.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/11/2023

  Date: 12/8/2023
  *** ** ******** ******* 
  ******** *** ***** 
  ***- Case ******** —- ******* ******
  Dear ******* ******
  We are sorry Mr. ****** does not agree with our response and take responsibility for the damage he did to his washing machine but we outlined our position and it is very clear.
  We have tried to help with the issue but once the technician saw the condition of the area the unit had to get through to be installed,  where the unit was and the dents in the side of the unit that caused the frame to be bent, we cannot address but did call Mr. ****** and left a message with the Speed Queen customer care phone number. Again, Mr. ****** has a 1- year warranty with Speed Queen and they can service the unit but will encounter the same thing.
  Mr. ****** states- “No One I repeat No One from this business has reached out to me at all.”— well, our service team, our service technician, and his salesperson all did---all trying to help—and visited the home with Mr. ****** present.
  We have attached the ECA customer return policy which Mr. ****** acknowledged and signed when he purchased and picked up the machine—brand new in box. The policy clearly states— “ANY product that has been installed or attempted to be installed cannot be returned.” The reasoning is simple, fair, and straightforward—if the unit is damaged out of box---like Mr. ****** is insinuating, NO ONE would try to install it. Mr. ****** INSTALLED this washing machine completely—water hook-ups, drain hose, electric—because he damaged it during the install, or while moving it into position. Please understand we are not liable for damage done to a product once accepted and taken home and installed---damage done by the owner/installer of the product. Sort of like driving a brand-new car off a lot and getting a dent in it while parking it in your packed garage and asking the dealership to be responsible—not fair.
  Our goal, as shown by our initial NO CHARGE service visit to Mr. ****** house to diagnose the issue, is to be more than fair and help our customers. We have a commitment to our community but again, we cannot be held responsible for actions outside of our control/not done by us.
  We would ask that you please review the attached documents and dismiss the case.
  Thank you.

• Initial Complaint

  Date:11/30/2023

  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.

  We purchased a Cafe Double Oven from East Coast Appliances (ECA) for approximately ********** They installed the oven on 27 Sep. Approximately two weeks later the oven stopped working showing an error code F840. We called ECA. Saler stated we needed to call **neral Appliance repair before determining a replacement oven is warranted. 1st appt 3 Nov was a no-show. 2nd appt. 15 Nov, the tech didn't understand the error code. She called her mana**r. He stated he had never seen the code and it wasn't in their manual. They tried several different diagnostic tests, but nothing worked. They then decided to replace the digital circuit board on our brand-new oven even though we asked again for it to be replaced. The answer was no. Parts arrived. 3rd appt 29 Nov. Confirmed with ** case mana**r ****** at 1245 that we were waiting. Later we received a text that appt was cancelled because we didn't confirm via telephone calls from the tech. Both wife & I were waiting and didn't receive calls. But had already confirmed we were waiting with the ** case mgr. We live in the country where our internet service do go out occasionally, but we confirmed with ** case mana**r earlier. They know we have been waiting for weeks to **t the oven repaired. As of yet we have no missed calls showing from the tech or voice messa**s indicating she called. Only a text that came at 3:11 pm stating the appt was canceled. We missed hosting Thanksgiving dinner. Next appt scheduled for 13 Dec. If repair don't work, it will take several weeks before a new oven is received as it did after initial purchase. Likewise, weeks before installment. As the tech stated they don't know what the error code on the oven means so the likelihood of it not working is possible and the installment won't be until after Christmas therefore we will need to cancel our Christmas gathering with family and friends. Please assist us on **tting this resolved as soon as possible. Thank you for help.

  

  Business Response

  Date: 11/30/2023

  Date: 11/30/2023
  *** ** ******** *******  ******** *** *****  **** **** ********* ** ******* ******* **** ******* ******
  East Coast Appliance believes in doing business the right way and we stand firmly behind our products, services and ECA policies and procedures.  We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise, we do our best to resolve any issues and strive for the win-win solution.  We have strived for 34+ years to maintain a strong relationship with the *** and the local community. 
  Mr. ****** purchased a new ** Wall Oven from our Newport News store—the product came with a 1-year manufacturer’s warranty. Product was delivered and installed by East Coast Appliance as requested on 9/27/2023 as described in complaint and worked fine for 2 weeks as Mr. ****** states—obviously nothing to do with the condition of the initial appliance delivered and installed by ECA.  In fact, our technicians  “test” all products at delivery to confirm proper functioning. After this delivery/install interaction, East Coast had no contact with Mr. ****** until he called on approximately 10/11/2023 stating the unit was throwing an error code and he needed assistance—he was referred to the manufacturer, **, who services the product and provides the 1-year manufacturer’s warranty—** ******** ***** ** *****. Mr. ****** did express his dissatisfaction with the product and desire to have unit replaced at that time without a service call but it does not work that way—the manufacturer needs to diagnosis and confirm issue—sometimes it is on the consumer end—i.e.- proper power being delivered to the unit, or a simple fix and the unit is good for years of service. I often tell people it is like a car—although MUCH less expensive—and still no recourse of the kind being asked for---full replacement without diagnosis. The next contact from Mr. ****** was now--through you—in the form of a complaint about ** service and while this was his choice, we could have assisted him had we been made aware of his issues with ** and their servicer and we do assist in customer issues if we are made aware. We do not provide any type of warranty covera**, the warranty on merchandise is provided by the manufacturer, but we do step in and help our customers on occasion when appliances have issues and we can exert pressure on the manufacturers to **t resolved as quickly as possible. We are sorry for Mr. ******’s frustration with the current situation but cannot be held accountable as A.) We are not responsible for the manufacturer warranty as the manufacturer supplies and provides all manufacturer warranty covera**—we make NO representation of supplying the manufacturer’s warranty—neither stated nor implied and B.) We had no idea he was having issues and are just now being made aware of **’s apparent inability to address the situation.  Again, we are sorry for the issue and do feel Mr. ****** has a **nuine complaint with ** but his complaint should be with them, not us.  We have already begun the process of reaching out to the manufacturer on Mr. ******’s behalf—as we do to help all our customers when we can and feel it reasonable, but this issue is with ** and their servicers. As Mr. ****** describes, he lives in a rather remote rural area and ** does not even service his area it seems—they have contracted another company it appears.
  We take pride in our service & products, the people who work for us, and our ECA Philosophy based on excellence and integrity that guides our business. While Mr. ****** had a **nuine issue with his wall oven from **, we feel we have acted in accordance with our implied transaction responsibility with Mr. ****** and ask for this case to be dismissed.
  UPDATE—We JUST got approval from ** to swap the unit. Really wish he would have called us sooner so we could have tried to help sooner but we only can help where we know we are needed. We will reach out and set up details. 
  

  Regards-- **** *****

  ECA

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service 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 ********* refrigerator from East Coast Appliance on August 4th. It was in the 'scratch and dent' area. However I was told that other than the paint scratch on the door, the product was fully operational and warrantied. On August 11, it was delivered *ut started accumulating ice in the freezer compartment and water on the shelves and the refrigerator compartment was not cooling.. On September 1st, the ********* repairman deemed the refrigerators 'nonrepairable' and said I was due a new refrigerator. I was told *y ********* to contact the merchant for a replacement. The store manager, ****, said they would have to *ring a refrigerator from Norfolk which would take two days and it would not *e delivered until some time next week. I explained to him that I do not have a working refrigerator through no fault of my own. My food is spoiled and I am having to *uy meals. He then asked, "Why should I put you ahead of the other deliveries?" No compensation was offered. I will have *uy a refrigerator today from a merchant who can deliver it this weekend and am requesting a refund of. at least the purchase price from East Coast.

  

  Business Response

  Date: 09/14/2023

  Date: 9/15/2023
  *** ** ******** *******  ******** *** *****  **** **** ***************** *** ******** *** **** ******* ***** *
  East Coast Appliance *elieves in doing *usiness the right way and we stand firmly *ehind our products, services and ECA policies and procedures.  We realize that we will never *e able to satisfy 100% of our customers, *ut when a situation does arise, we do our *est to resolve any issues and strive for the win-win solution.  We have strived for 34+ years to maintain a strong relationship with the *** and the local community. 
  Ms. *** purchased a Scratch and dent ********* refrigerator from our Richmond store on 8/4/2023—the product came with a 1-year manufacturer’s warranty. Product was delivered *y East Coast Appliance as requested on 8/11/2023 as described in complaint. After this delivery/install interaction, East Coast had no contact with Ms. *** until she called on 9/1/2023 after dealing with the manufacturer, *********, who services the product and proves the 1-year manufacturer’s warranty. While contacting us over 2 weeks from the date of the problem was her choice, we could have assisted and do assist in customer issues if we are made aware. We do not provide any type of warranty coverage, the warranty on merchandise is provided *y the manufacturer, *ut we do step in and help our customers out on occasion when appliances have issues and we can exert pressure on the manufacturers to get resolved as quickly as possible. We are sorry for Ms. ***’s loss of time and supplies *ut cannot *e held accountable as A.) We had no idea she was having issues and *y the time we were made aware, she had already established a claim with manufacturer and product was serviced and deemed non-repairable and she was given FULL replacement credit thereafter & *.) Are not responsible for the manufacturer warranty as the manufacturer supplies and provides all manufacturer warranty coverage & C)- ********* provided her with a *RAND NEW refrigerator and to ask us to refund her full purchase price, or any money for that matter, is not fair as again, we do not provide the warranty.  At time of sale, Ms. *** had an opportunity to purchase an additional warranty for **** from ******** that would have covered food loss up to **** *ut she declined. Again, we are sorry for the issue and do feel Ms. *** has a genuine complaint with ********* but her complaint should *e with them, not us.
  We take pride in our service & products, the people who work for us, and our ECA Philosophy *ased on excellence and integrity that guides our *usiness. While Ms. *** had a genuine issue with her refrigerator from *********, we feel we have acted in accordance with our implied transaction responsibility with Ms. *** and ask for this case to *e dismissed. 
  
  Regards,  
   **** ***** 
  ECA

  

  Business Response

  Date: 10/06/2023

  Please understand, as the communications point out from *oth parties, the warrarnty and satisfying the warranty is *etween the customer and the manufacturer. We did all we could to facilitate the situation once we learned of the issues *ut Ms. *** had also already *een dealing with ********* and as she stated, their technician deemed the unit unrepairable. We would have loved to have gotten the replacement unit to Ms. *** *ut the timing of events and our inventory and delivery capacity did not allow us to scheduale her as quickly as she required AND she was able to secure from another supplier who had inventory of the new model she chose and delivery capacity. We are very happy it all worked out and Ms. *** has a *RAND NEW refigerator in her home. Again, the warranty on an appliance is clear and we make no representation of supplying the warranty or fullfilling the relationship. Ms. *** says in her own words that she considers the matter closed and we appreciate her understanding. If there is any other consideration, ********* is the responsible party. This is no differnet than any other retailer of appliances and her *RAND NEW refigerator will also come with a full ONE YEAR MANUFACTUER'S warranty. Thanks so much and we *elieve the communications *etween us and Ms. *** illustrate the issue has *een settled *y *********.

   

  Customer Answer

  Date: 10/16/2023

  Matter was resolved *y the manufacturer.