Complaints

This profile includes complaints for Albert Lee Appliances's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Albert Lee Appliances

  1476 Elliott Ave W Seattle, WA 98119-3177

• 

  Albert Lee Appliances

  18620 33rd Ave W Lynnwood, WA 98037-4779

• 

  Albert Lee Appliances

  404 Strander Blvd Tukwila, WA 98188-2919

• 

  Albert Lee Appliances

  1038 116th Ave NE Ste 370 Bellevue, WA 98004-4621

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:12/03/2024

  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.

  I bought a dishwasher from Albert Lee in **********, ** instead of ******, because the sales person ensured me that if I payed them $200.00, I wouldnt have the problems with plumbing and electrical that Id have with Costcos free installation. Now, *** had exactly those problems. The 1st install (11/21/2024) attempt, they said I needed to get a plumber to replace the plastic shutoff with a metal one. The plumber came and all I needed was an adapter (the size of my thumb) that he had on hand for free. They didnt check the electrical hookup, but left the dishwasher behind. The 2nd attempt (12/3/2024) they tell me the electric cable is in the wrong location and I need an electrician to move it from the front to the rear. I asked the installer to haul away the old machine and they did. The sales person misled me. I have a witness that was with me the day we talked to *** ******. The installer said that all the sales people mislead customers. When I discussed my dissatisfaction with a customer service representative at **********************, he also said that my salesperson had misled me.

  Business Response

  Date: 12/05/2024

  At the time of purchase, your sales person clarified that the installation team can address most on-site issues but cannot guarantee that every scenario can be resolved. We regret that this may not have been fully aligned with your expectations. Our Store Manager has reached out to you and left a voicemail (on 11/26) with details about the options including the return of the unit and refund the purchase and install.

  Business Response

  Date: 12/05/2024

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

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22635784
  
  I am rejecting this response because: I can not view a response to my complaint on the ************************** website.
  
  Sincerely,
  
  ****** ***********

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22635784
  
  I am rejecting this response because: the installers made a 3rd attempt to install the dishwasher today, 12/10/2024. This time they told me the junction box supplied with the dishwasher would not fit into the space. They said I needed to install a 110 outlet in the back wall and that Id need to pay an additional $60 for a fresh water hose extension in addition to the $200 that I paid for the installation. This is totally unsatisfactory. 
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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 remodeled our home in 2022 (all new electric and up to code) and purchased an induction range from Albert Lee Appliance (********) on 4/5/2022. The appliance was delivered October 2022 and worked properly for about 6 months until I began receiving electrical shocks when using the range. We discovered the electrical installation (by Albert Lee) was done improperly with the groundwire NOT hooked up, and no protective sleeve for the wiring which led to the wire becoming damaged and electrifying the entire range, causing shocks. After repair, the range began to randomly drip toe GFCI breaker (code complaint). I learned tripping of GFCI by induction ranges is a known issue, but Albert Lee agreed to replace the range (in case the electrical problem caused damage). However, the new range had the same problem of randomly tripping the breaker. They sent a ********** person who determined the range was not defective, and our electrician verified the wiring as correct and up to code. I asked Albert Lee to determine if other manufacturers ranges would work with ****, but they were unable to do this (and unwilling to "test" ranges in their showroom). They initially offered to provide a 100% refund for the range to allow us to pick out another range that would work (but again, could not tell us which induction ranges would work). We could in theory change to a standard electrical range which is not reported to cause tripping with GFCI breakers, but after many months of back and forth conversations (and non-returned phone calls from Albert Lee) they are now backtracking on this promise and refusing to offer any refund or exchange. We are left with a range that we cannot trust, that might randomly trip at any time in operation.

  Business Response

  Date: 11/20/2024

  When the ** range, model CHS950P2MS was installed on 11/21/2023 it immediately began nuisance tripping the customer's GFCI breaker. ********************** set up a service call to confirm the correct installation was performed.  After the service call, tech stated that the ****** brand breaker was the issue causing the nuisance tripping.After Albert Lee consulted with **, we learned that this is an industrywide challenge related to states adopting the *** 2020 or 2023 code. ** confirmed that the code requirements are not fully aligned with UL certifications (the standard ranges are tested too), this can result in some induction rangesincluding those from other manufacturers as well experiencing nuisance tripping with GFCI breakers in various situations, where the specific causes are often unclear and recreating the issue can be challenging. The percentage of appliances (including, but not limited to, ranges) that experience this nuisance tripping is very low, which is why there are only a few options or examples available. When Albert Lee provided this information to the customer,the customer stated that he would like to return his product. Albert Lee politely declined the return and referred the customer to the remedies provided by ** (below).
  
  ** has offered the following remedies that may help to address this issue:
  - Installing the appliance with a non-GFCI breaker and acquiring an exception from the electrical inspector.
  - Upgrading to a higher quality breaker. These units appear to be less susceptible to these nuisance tripping.
  
  While these remedies may not be ideal for the customer, they are industry-recognized approaches to mitigate the problem until the next generation of compatible parts becomes available.
  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22577794
  
  I am rejecting this response because:
  

  This has unfolded over many months (years actually) and several conversations between myself and the manager of the store (******* B). After the above mentioned testing, and identification that neither Albert Lee nor ** had a solution to this problem (without code variance from the City of ******* which is a difficult, lengthy, and expensive process), this manager originally offered a full refund (store credit) for return of the range (this was on 3/13/24). I responded that I would like to know which models had been tested and would be confirmed to work with our current system. He offered to reach out to manufacturer representatives (and did for some companies), but refused to provide any in-store testing of models (saying Albert Lee did not have access to GFCI breakers, which seems astonishing).
  
  Most of the manufacturer representatives would not confirm whether their induction models would work with current GFCI code, except ****: ******* B asserted that **** brands had been tested and confirmed (according to the manufacturer representative) to work properly. I requested a straight across exchange of ranges for the **** model and ******* B said he would get back to me (this was on 6/14/24).
  
  He never got back to me. He never returned any calls (I left six voice mails between that date of 6/14/24 and 11/18/24, and never once did I receive any return calls. 
  

  So neither the manufacturer, nor Albert Lee, will take responsibility for selling me a product that does not work with current code. AFTER we received this range, I have since learned it is a well known problem that induction ranges have trouble with GFCI circuit breakers. Never once did anyone from Albert Lee (during the sales process) ask about this: the sales representative simply asked me if I had a current style 240 volt plug with 50 amps of power. She did not ask whether our breaker was GFCI, and a quick internet search can indeed confirm this is a well known problem.
  
  I can understand and accept that she overlooked this (or was unaware): codes change, and the sales person is not an electrician. But now the customer is left with a range that cannot fully be used (one burner at a time works, but running the oven and a burner, or multiple burners can lead to the breaker tripping). 

  What I cannot understand not accept is the lack of willingness by Albert Lee or GE to help a customer who is left with an expensive range ($4049 before tax) that is not fully functional, and never was. This, despite a remodel of our kitchen with fully replaced wiring all up to code.

  This is not acceptable until Albert Lee or ** can offer an exchange of product (such as for a future GE model that is compatible with GFCI breakers), OR to pay for the cost of code variance and replacement of our circuit breaker. Simply "upgrading" the breaker to a higher quality will not work: the breaker in their is the best quality for that brand, and to change brands would require wiring a sub-panel (that would cost thousands of dollars).

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 12/11/2024

  While our manager has made every effort to explore potential solutionssuch as reaching out to manufacturers for more information unfortunately, due to the unique variables involved (including breakers, amperage, and wiring configurations), we explained to this customer that we cannot replicate or test for nuisance tripping in our store environment. This limitation makes it challenging to ensure compatibility without extensive in-home testing. While we are not able conduct testing within our store, our team has provided accurate and transparent information regarding the customers' ********************, including how they interact with electrical systems like GFCI outlets. It is important to clarify that while **** ranges undergo rigorous testing to meet safety and performance standards, no manufacturerincluding ******** commit in writing or guarantee a "no nuisance tripping" experience under all circumstances. Electrical systems can vary widely based on installation and environment, which can influence performance with GFCI outlets. Although it is not a widely recognized issue, we understand that GFCI nuisance tripping can occasionally occur with certain induction ranges. To help mitigate such challenges, our company has provided specifications and guides to customers, encouraging them to review this information with their contractors to ensure compatibility with their homes electrical setup. Albert Lee has informed this customer that there was nothing else ALA was going to be able to assist with outside of the offer to return and refund his range or set up service. We have instructed the customer to contact a local code authority and request a variance to swap the breaker out for a non-GFI. In response to the customers phone calls we have consistently provided the same information (below) to resolve this issue.
  
  In response to this situation, we have offered two potential solutions:
  1. A full return and refund for the unit.
  2.The opportunity to work directly with **, as they may be able to address the issue, though we understand there is no guarantee of a complete fix. ** has offered to cover the service call and parts for this potential fix.

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased a washer and dryer and paid for install. They installed it and 8 months later, a part they installed leaked water and caused $40,000 worth of damage to my home. We contacted Albert Lee and were told "fine sue us but you wont get any money from us".

  Business Response

  Date: 11/18/2024

  We are actively working with our vendor (****************) to resolve this issue, and the Chappells are being updated on our progress as it is made. As of today (11/18/24), we expect the Vendor to resolve the matter very soon.The Chappells have been updated on progress and Albert Lee will follow up with them again once we have final verification. Below are the steps weve currently taken to resolve this matter.
  
  Actions taken to date:
  - (11/7/2024) Albert Lee contacted **************** to expedite the resolution of the damages.
  - (11/12-11/14) Numerous calls and emails were shared between the Chappells, Albert Lee, Arrow, and Supco. During this time the Chappells claim was escalated to Supcos legal department by **** ********. 
  - (11/15/24) The Chappells contacted **************** and were reassured that a resolution would be coming soon.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22522594
  
  I am rejecting this response because:

   

  We have yet to receive restitution for the damage caused to our home. On August 26, 2024, we contacted Albert Lee after noticing water damage. Two technicians arrived on the same day and determined that a faulty part, purchased by Albert Lee from ****************, had caused the issue. The technicians replaced the part, stopped the leak, and documented the damage to our home, including taking several pictures.
  On September 4, 2024, we were contacted by *****, who requested two repair estimates. We submitted these estimates on September 16, 2024. Since then, we have been informed only that the matter was forwarded to their legal department. Despite emailing Supco bi-weekly for updates, the responses have been vague or nonexistent.
  In mid-October, we reached out to Albert Lee again for assistance, but were told they could not help further, as they had provided all the necessary information. The representative advised us to contact ****************, claiming that the damage to our home was not Albert Lees responsibility. When we expressed our intent to seek legal advice, the representative's response was, "Go ahead and sue us, you wont get any money from us."
  On October 15, 2024, we contacted **************** and spoke with ****, who explained that ***** did not manufacture the part but had purchased it from ***** and sold it to Albert Lee. We received the same response from ***** on October 21, 2024, stating that the information was sent to their legal department.
  On November 6, 2024, we followed up with **** ***** from **************** and **** ******** from *****, requesting updates. On the same day, we filed a claim with the Better Business Bureau (BBB). The next day, November 7, 2024, ***** **** from **************** called and emailed to express his support for us contacting Supco for a resolution.
  On November 14, 2024, we received a call from **** ******** at *****, who informed us that the information had been sent to their legal department, and he hoped for a resolution within the next week or so.
  As of today, November 21, 2024, **** ******** called to inform us that Supco has been sold, and we must start the process all over again. We have since contacted the general manager of Albert Lee to share this latest development from ******
  Ultimately, we seek to resolve this matter amicably and have the water damage repaired without involving lawyers. We are currently living in a home with damaged hardwood floors, with the potential for hidden water damage beneath the flooring. We are also concerned about the possibility of mold due to the prolonged exposure of water-damaged materials.

  
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 12/13/2024

  Albert Lee is actively working with ***** to facilitate a claim with ****** insurance company. We are also working with Arrow and ********************************** to ensure that this claim is prioritized and resolved as quickly as possible. On December ******, ***** initiated an insurance claim directly with ****** insurance company on behalf of the customer. The following day, December 4, 2024, the customer also reached out to ****** insurance company, which requested an opportunity to evaluate the water damage as soon as possible. On December *******, ***** contacted the customer following up on the claim's progress. We remain committed to supporting the customer throughout this process until a resolution has been reached.

• Initial Complaint

  Date:08/07/2024

  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.

  Customer dispute: the ** dryer door remains ajar when closed. I am requesting a replacement or refund of both washer and dryer (matching units) for the defective dryer unit that Albert Lee has not repaired. I purchased the washer and dryer set on 4/02/24. Each piece cost $799.99; totaling $1,824.05 including tax and delivery. I have not received a response to my calls or emails from the Store Manager or **************** for the repair of the dryer door. I therefore decided to contact Bank of America for assistance. I would like the washer/dryer set replaced. If it cannot be replaced, I would like a full refund for the matching set including sales tax of $149.07 and delivery fee of $75.00.There were multiple concerns at the time of delivery: 1) The color of the individual washer and dryer units did not match. 2) The chipped terra cotta brick on the patio steps of my home during delivery and 3) The misaligned door on the dryer that does not fully close.

  Business Response

  Date: 08/13/2024

  Hello *****,
  At the time of delivery (4/13) ***** called into the store and spoke with our store manager ***** regarding the color of the laundry set.  ***** explained your options and ***** was given the opportunity to refuse the delivery, but she stated that she wanted to keep the appliance.  The delivery team also had ***** sign a liability waiver regarding the steps and the potential for damage.  Before leaving ****** home she signed our delivery ticket and accepted the appliances and conditions.After delivery, ***** called in to report an issue with her dryer latch (on 4/23), our team coordinated an ********** technician to inspect the dryer latch (on 5/18) which didnt latch on the first attempt. Following the ********** Call on 5/18, our **************** Team attempted to contact ***** on 5/23 and 5/31 to schedule service.  On 7/2/24 she contacted us for assistance and our customer service team contacted ** on your behalf to set up a service call which was set for 7/8/2024.  The ** tech did not complete an in-home visit and only did trouble shooting over the phone, stating the unit was working.  On 8/8/2024 ***** placed an online review along with this BBB complaint. Our **************** Manager contacted ** once again to complete the service call, ********** was available for a next day service appointment on 8/9/2024 but unfortunately ***** is traveling and will not return until mid-September for 2 days, then traveling again for roughly 3 weeks. As of 8/13/2024, Albert Lee Appliance is working to have service scheduled for one of the 2 days ***** is available in September.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22108830

  I am rejecting this response because:

  I accepted the color of the washer dryer set because the manager told me a replacement set would have the same color problem because the ** washers and dryers were made by two different manufacturers. The delivery team had me sign the liability waiver before I knew that they had damaged the terra cotta brick steps and before I knew about the faulty dryer door. I added my complaint of the chipped steps to the waiver after the delivery team had me sign the waiver. When I was able to connect with customer service about the faulty dryer door, a ** appointment was set up to repair the dryer door however on the day of the service call, the ** service man called to say he would not come to my home to repair the door because the because the dryer turns on. I called Albert Lee again to set up a second service call for the repair of the dryer door however an appointment was not set up. Unexpectedly, and while at work, I later received a message from a ** driver who said he would arrive at my home in a few minutes and wanted to verify my home address. That appointment did not occur.  

  A service call did not occur after multiple calls to **************** at **********************, and the ** dryer door does not fully close (and yes I did accept a mismatched washer/dryer set because I was told there was no guarantee that a replacement set would match.) Therefore, I again called Albert Lee and again was unable to connect with the **************** team so I filed a complaint with the BBB. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/14/2023

  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.

  I purchased an Electrolux washer and dryer which was delivered on 11/30/2023.I noticed that there were dents, not dings, dents on 2 of the 3 sections in the drum of the washing machine on 12/8/2023. I called Albert Lee ********, spoke with ******, and asked to have someone look at the washer and was instructed to send photos and sales order/receipt. ****** said that he would forward the information and photos to customer service.I was contacted by ***** at Albert Lee customer service, requesting for photos of the dents and my customer number which I sent to him on 12/11/23.I was then contacted by ***** at Albert Lee customer service letting me know that the only thing they could do for is to offer me $25 in compensation which I found insulting after having spent over $2K for both items. ***** told me that I would need to work with my original salesperson, ******* to resolve.I immediately called ******* at Albert Lee to explain the situation and she told me that I would need to work with customer service. I told ******* that I have already spoken with ***** from customer service, and he said that I need to work with you, the original salesperson that sold me the washer and dryer.******* said that she would look into this and get back to me. ******* called me back same day and said, thats how the machines come, with dents, which is normal and stated that the floor model has dents in it too. ******* also said that to get the machine replaced, I would need to pay $200 to have Albert Lee ******** pick up the machine and an additional $75 to have the replacement machine delivered. When I confirmed her statement, she then said that she would need to check with her sales manager, hes off until Thursday and would return my call Thursday morning.******* called me this morning, her sales manager said that they cant do anything because the items comes from the flawed from manufacturer.

  Business Response

  Date: 12/18/2023

  The dents the consumer is referring to are production impressions and do not have a negative impact on the machines performance.************* complaint regarding "dents in the rear of the tub of the washing machine are a cosmetic concern only. When ************ purchased her Electrolux ELFE76, these dents were visible and are not a defect but a result of the manufacturing pinch welding process in assembling the washer drum. The dents are impressions around the rear seam of the tub and are consistent with other ELFE76 (and ELFE 75) models of Electrolux Laundry. Albert Lee contacted the customer to explain the issue. In good faith, Albert Lee offered to exchange the unit (with a nominal restocking fee) for a different brand of the customers choosing. The customer declined the offer. 

  Customer Answer

  Date: 01/12/2024

  I reject Albert Lees response.  After spending over $2K for the washer they required an additional $275 to replace the washer that arrived damaged.  An exchange for a different brand was never offered.  If you were to buy a new car and discover it had dents, the manufacturer would not make the same excuse.  No one ever expects to purchase something new with defects even if cosmetic without having an appropriate discount to account for it.

  Business Response

  Date: 01/24/2024

  Albert Lee respectfully disagrees with the assumption that this product was damaged or defective when it arrived onsite. As stated before, all Electrolux ELFE76 washing machines have the impressions that the customer is describing.  The dents the consumer is referring to are production impressions and do not have a negative impact on the machines performance. As stated previously, Albert Lee contacted the customer to explain the issue. In good faith, Albert Lee offered to exchange the unit (with a nominal restocking fee)for a different brand of the customers choosing. The customer declined the offer. If the customer feels that they were not provided an opportunity to exchange their appliance, please feel free to contact our store manager for further details.

• Initial Complaint

  Date:10/28/2023

  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.

  Albert Lee scheduled delivery of a refrigerator and install of Refrigerator in addition to delivery of gas range. To occur btwn 4 and 530 today. They did not call, did not come and they only have a voice mail service. No response in spite of 5 to 6 phone calls. I now have spoiler food. They owe me 600 for spoilage of food and medication

  Business Response

  Date: 11/17/2023

  complaint #******** 

  ********* received delivery of her full appliance order on Saturday (10/28/23) at 6:42pm -  twelve minutes and one hour after the delivery window she was initially given due to traffic and prior deliveries taking longer than anticipated earlier in the day. Upon receiving the delivery,********* signed paperwork acknowledging the delivery was complete and there was no damage or cause for concern (see attached).  On Sunday (10/29/23)********* contacted our Store Manager, **********************  **************** noted that ********* expressed frustration over the following three points:  our delivery team was over an hour late, no one from Albert Lee reached out to inform her delivery was running late and she, herself was unable to reach dispatch or an associate at one of our locations for an update.  Our Store Manager, **** apologized for her frustrations and confirmed ********** delivery was completed to her satisfaction once it arrived. At no point during the delivery or in her call with our Store Manager did ********* mention food and/or medication spoilage, or a request for monetary reimbursement for said spoilage.  With all due respect, it would be nearly impossible for ALL food and/or medication to spoil within an hour in a sealed refrigerator. If that were the case ********* never once addressed this with any member of our team at the time of her delivery or the call she made the day after her delivery to our Management team.   ********* accepted the delivery of her appliances and at no time was without a working fridge that could keep her food and medication properly stored. Given the fact that ********* was never without a working refrigerator or alerted Albert Lee to her claim, we cannot take responsibility for any spoiled and unusable food/medication.

   

  Business Response

  Date: 11/17/2023

  ********* received delivery of her full appliance order on Saturday (10/28/23) at 6:42pm -  twelve minutes and one hour after the delivery window she was initially given due to traffic and prior deliveries taking longer than anticipated earlier in the day. Upon receiving the delivery,********* signed paperwork acknowledging the delivery was complete and there was no damage or cause for concern (see attached).  On Sunday (10/29/23)********* contacted our Store Manager, **********************  **************** noted that ********* expressed frustration over the following three points:  our delivery team was over an hour late, no one from Albert Lee reached out to inform her delivery was running late and she, herself was unable to reach dispatch or an associate at one of our locations for an update.  Our Store Manager, **** apologized for her frustrations and confirmed ********** delivery was completed to her satisfaction once it arrived. At no point during the delivery or in her call with our Store Manager did ********* mention food and/or medication spoilage, or a request for monetary reimbursement for said spoilage.  With all due respect, it would be nearly impossible for ALL food and/or medication to spoil within an hour in a sealed refrigerator. If that were the case ********* never once addressed this with any member of our team at the time of her delivery or the call she made the day after her delivery to our Management team.   ********* accepted the delivery of her appliances and at no time was without a working fridge that could keep her food and medication properly stored. Given the fact that ********* was never without a working refrigerator or alerted Albert Lee to her claim, we cannot take responsibility for any spoiled and unusable food/medication.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20795844
  
  I am rejecting this response because:
  I did mention issues to delivery team.  They filled paperwork and told me to sign.  They did not note my comments to which I immediately called the store.  Their apology has no meaning.  In addition they claim to have a 24 hr delivery call center but in reality it is a phone message recording that is not acted on until the next day, well after event requiring assistance.  I also told that call that the spoilage was an issue.  They act as if the lateness was a short time but they dont account for all the hours i have already had in a cooler...so delays are critical. I will never buy from this store again.  I will give them poor reviews to all sites.
  Sincerely,
  
  *************************

  Business Response

  Date: 12/08/2023

  It seems ********* and Albert Lee are at an impasse and will need to agree to disagree. 
  
  If an Albert Lee customer has an issue during any part of their delivery process, our policy is that any issue or customer concern must be noted in the paper work before a customer provides a signature signifying their satisfaction with the completion of work. We do not force any customer to sign paper work if they are unsatisfied with their service. If a customer noticed an issue that was not noted, we DO advise the customer to not sign the paper work. Furthermore,  the Albertlee.biz website does not state our company has a 24 hour delivery call center for customers.Our website clearly states we have a 24 hour voicemail service that our **************** team promptly responds to during regular business hours.

• Initial Complaint

  Date:09/10/2023

  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.

  Asko dishwasher drain pump (per the manual of symptoms) gave out on evening of 8/25 - still within the mfrs warranty period. Had to wait until the following Monday to call in for repair which I did on 8/28. I was told by their service **** I would hear back within 1-2 days; and that an outside service provider would call as Asko doesnt service their products in Kitsap County. No communication by the end of the week.Following week (not sure what day) I called in to speak to manager, an **** from their ************ store who agree that I was still under warranty and in fact I had purchased another 5 years of coverage. ALso that Asko is a Luxury brand - who knew, I just liked its feature and it was available quickly as my ************************************************************************************* Several days later I heard from ****** (?) Appliances and explained the situation to him and he said hed have to find out if they needed to order the part based on my diagnosis or they had it in stock. No one ever came to look at appliance, so I am hoping my manual bases diagnosis is correct. Never heard back from him.Called this **** again and was transferred to their Albert Lees service manager, ***. He agreed that this was not acceptable to the firm. That was mid this past week. He explains that its hard to find servicing companies especially for ********** and Kitsap County, a bedroom community of *******. First of all, ************* not a remote unpopulated island. It is the hub for commuters from Kitsap county commuting on the ferry to *******. I suggested maybe they shouldnt have sold me this brand if its too hard to get service. Or at least they should have disclosed this. In 3 days, he hasnt called back.Totally UNACCEPTABLE.

  Business Response

  Date: 10/02/2023

  We apologize for the issues ******************* is having with her dishwasher.  When ************** bought her dishwasher from Albert Lee Appliance there was a service network in her area of *****************.  Since her purchase the vendor has changed distribution channels and the previous servicer is no longer available.  We were able to get service for her product on 9/28/2023. We apologize for the delay but the circumstances where outside of our control.  At this time we believe the dishwasher has been serviced and is operating as designed.

  Thank you,

  Albert Lee Appliance

  Customer Answer

  Date: 10/02/2023

   
  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. They might have provided the information that was causing the delay and I might have had a bit more understanding.  Still 1 month for service isnt really acceptable when you pay that much for a dishwasher.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/14/2022

  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.

  Through our General Contractor, *************************** Construction, my wife and I purchased all of our appliances for a new home under-construction from Albert Lee. Most of the appliances were delivered May 2021. We terminated our relationship with *************************** in September, but executed a mutual release of financial obligations with ************** after paying all his bills, specifically the Albert Lee bill was paid on schedule in June.The problem arose when the Albert Lee delivery truck arrived with a driver and a helper immediately saying they were hoping to catch a ferry (we I've on an island). Our construction crew was there to help them unload in a hurry and our ******* specifically remembers the two Albert Lee employees taking the oven out themselves and setting it against the back wall of our storage facility. Everything came in pretty heavy corrugated packaging, with styrofoam, etc., so no internal inspections were made at time of delivery due to driver's lack of time. In the following week, we discovered that the oven box had been taped on the side that was facing the back wall. Peeling the tape off, we discovered what was clearly a forklift hole, and peeling that back further, we discovered that the back plate of the oven was dented. To abbreviate a longer story, it took Albert Lee 15 months to issue a $500 credit for the back plate damage and, per their instruction, we did not move the oven during this time -- they assured us that it was highly likely the damage was limited to the back plate. Fast forward 18 months (and many pandemic-related building delays) and we are moving into our new house. When the oven is moved down and unboxed, it is obviously and visibly damaged on the front (the forklift clearly knocked it on its face prior to arriving at our storage facility). The corners are dented, the buttons are punched inward and inoperable. It is a broken oven in every respect that we just opened for the first time per Albert Lee's directions and now, the time lag is the most significant reason they are giving for not honoring their contract with us and delivering a new, operable oven.We now have to re-buy that same oven from an out-of-state dealer since the space, venting, etc is all ready to receive that Bertozonni model that Albert Lee has an exclusive on in WA. Our damages, simply for not being delivered a working oven, are:o. Cost of new oven o. Cost to dispose of old oven o. Off-island pick-up costs for Albert Lee disorders.o. Cost of moving (to house, to disposal, getting out-of-state oven to home)o. Punitive damages for having to deal with this for 18 months and then being denied the most basic customer rights -- receiving the product ordered.All in, damages are approximately $10,000.

  Business Response

  Date: 12/28/2022

  This complaint has many details that were not considered or intentionally left out. On 6/28/21 Albert Lee delivered ten items to your hangar you were using for storage. Upon delivery, all items were inspected, accepted, and signed for by White ************* the original purchaser of the appliances and approved point of contact confirming there were no damages to the appliances. White ************ emailed Albert Lee (8/6/21) with pictures of a damaged box and a dent in your wall oven. In the body of the email ******** at White ************ himself wrote that the only damage was to the aluminum shield on the back. Please note that the pictures that White ************ sent showed the unit outside the box it was delivered in. Although it is not our policy to address damages after delivery and a signed waiver of no damage, we worked with the manufacturer on White constructions behalf to find a solution that would satisfy all parties.This resolution included a $500 refund given directly to you since you had severed ties with White ************. In addition to this refund, the manufacturer made an exception to cover the warranty for anything related to this original damage. We apologize that this refund to so long to get to you but refunding monies from one account to a customer with no purchase history took longer than expected.  This was due to you severing relations with the original purchaser.

  On 7/8/22 (11 months later), your wife contacted us directly via email regarding "other damages that were not present upon the first or second inspections of the product.
  
  After reviewing with our delivery team, our warehouse video, the signed damage waiver and the pictures sent to us it was determined we are not responsible for the "other damages" that were not noticed on your original delivery date. In addition, the original pictures sent by White ************ and the pictures sent many months later show a vastly different story. The original pictures taken showing the damage to the back and the unit out of the box, versus the newer pictures with extensive damage over a year later do not add up. Although we empathize with your frustration, our team has gone beyond our normal policy to assist you with your first claim of damages that were accepted and agreed upon by the customer. Unfortunately, we aren't able to make another concession on damages to a product 11 months after it's been delivered.

• Initial Complaint

  Date:12/01/2022

  Type:Order 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.

  In ***** I purchased $20,000 of appliances from Albert Lee.I was told that these goods would be available in June but understanding the current situation remain flexible in the constant delay. I was told that one of the appliances had arrived in August and I had asked if they could hold it till the other two arrived. At this point they told me that it could be as late as early November which was not ideal but I was willing to wait. By then found out that several people had received the appliance that I was waiting for so I called to understand where I was in the line. At this point they told me they had sold my appliances from August and until all three appliances arrived at the same time they would don't send them to me per my request. I asked them when this would potentially happen and they said it was unlikely that they would all three ever arrive at the same time.I then stated that this was not what I was expecting and asked them to send me what they could as soon as it arrived. at this point they realized that what I paid for in ***** was a few $1000 less than what they could sell them today and decided to terminate our agreement so that they could make the profit on selling the appliances to other people. I know continued to live in 1/2 remodeled kitchen and I have to go find a new company to work with and pay several $1000 more. I understand that if companies don't want to do business with people but if you take my money as an agreement I would expect the goods and services in return.

  Business Response

  Date: 12/05/2022

  We apologize for any frustrations you experienced while waiting to receive your appliances. When you spoke with our Sales Associate, *** in July he acknowledged the back-order delays and informed you that a new delivery time would need to be rescheduled. In response, you requested that all appliances be delivered at the same time and a new delivery was rescheduled for 12/30/22. On 11/28 you spoke with your Sales Associate, ***, and requested the remaining appliances be delivered ASAP. *** accommodated your request and scheduled the Steam Oven delivery for 12/2 and contacted you on 11/30 to schedule your Cooktop for delivery on 12/7, the earliest delivery date available. It is not uncommon for extended wait times due to supply chain issues and back-ordered products.It is never our intention for customers to wait an extended amount of time. We encourage customers to take delivery of appliances as they come in due to our limited ability to store purchased appliances in our warehouse(s) for an extended period of time. Again, we apologize for any inconvenience or misunderstandings.  In the best interest of all parties, due to our inability to resolve the backorder situation in the manner you expect, we have refunded the remaining portion of your order so that you may find a dealer that can fulfill your needs in a manner acceptable to you.  Depending on your banking institution, the refund may take up to 7 business days to clear your account.  If you would like to discuss this further, please contact our General Sales Manager, ******* at ************. Reminder: If there is an issue with your orders or delivery, we encourage all customers to contact us directly first if they need assistance.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a gas cooktop (Beko BCTG36500SS) on 01/21/2022. Delivered on 01/27/22. Right after delivery and installation, two of the burners were not functioning properly. After calling Albert Lee ***************** the local repair company, Appliance Hospital, came on behalf of Albert Lee came three times over three months and could not repair it. We called Albert Lee many times. They will promise to get back or indicated that they have not heard back from **** regarding return. Nothing positive towards resolution has happened.

  Business Response

  Date: 09/07/2022

  We are very sorry for the delay in the repair of *********************************************** cooktop.  Due to ongoing supply issues from the ***** pandemic, the parts needed to service their cooktop have been delayed several times.  Fortunately the parts came in last week and the cooktop has been repaired and is functioning properly.  We thank ******************************************* for their patience and regret the inconvenience and delay. 

  Sincerely,

   

  Albert Lee Appliance