ComplaintsforVan Vreede TV & Appliance, Inc.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a whirlpool refrigerator freezer on Feb 22 2024, it was delivered on March 3rd. The delivery men brought it in and plugged it in and forgot to take off half the tapes and Styrofoam. I asked if what # to set it on and they said leave it on what it is. So the 1st month it was ok, them things on the top shelf started to freeze in the refrigerator but not everything. With in the next 2 months everything in the fridge was freezing. So we called VanVreedes cause we took their 3 yr warranty on it. They called Howie ****** to come and fix it. That was another 1 1/2 half weeks to come out. The *** said right away the rubber seal on the door leaked. They had to order one from whirlpool. 2 to 4 weeks for the new one. Meanwhile all our food would freeze no matter where we put it. So we called again to see if the door was in, this was in July, no door on back order for 8 -12 weeks!! The refrigerator runs Constantly and all our food is still always frozen and groceries are NOT cheap. So we had to to to ******* and get a little cheaper fridge so we could have a few things like eggs and some fruit ect. Another $250 for that fridge bur it's small. It's now Sept and I called Howie ******* to check on door. They have nothing on tracking yet. I've bought 5 appliances from Van vreedes in the last 10 yrs but I think they need to give me a new refrigerator and compensation for at least some groceries!! We live in the country and can't go to the store every day. And I feel if they finally do fix the fridge it'll be almost wore out from running Constantly! Can you please get us some help, I'm retired and physically handicapped and my husband can only work 21/2 hrs ****. Our budget is vert limited plus I between all this my wash machine broke and I was dumb enough to buy another one from them. Knock on wood it's been working. ?? The refrigerator is under my husband's name **** ******. Any help wood be really appreciated!!

  Business response

  09/17/2024

  Hello,

  The refrigerator was delivered on 2/29/24, first time we heard of an issue was on 7/10/24.  The customer does live in ******************** (over 70 miles from Howie Voigt's Service Center) because of the further proximity, we only service the area on specific days of the week.  Howie Voigt's went out on 7/18/24 and discovered the fresh food door was hanging lower than it should so the technician called Whirlpool's tech line.  The technician was advised to replace both hinges and order a new door for the unit.  New doors can take sometime to arrive once ordered, which I understand the customer's frustration.  We did receive the new replacement door this morning but unfortunately it was damaged.  Our manger did reach out to the customer and they are coming in to reselect another model instead of waiting for another door.  Van Vreede's takes great pride in taking care of our customers and has earned top ratings in the communities we serve.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a Maytag dish washer (MDB8959SKB2)on 10/16/23 and has not worked right from the start keeps going in to error code about every ***** loads .. They have been out here like 7 times and still not fixed. i called them again today 7/23/2024 so 9 months been dealing with this. all i ask for is a store credit to get a different model and at this point will not. when does lemon law kick in, I'm so sick of dealing with this?

  Business response

  07/23/2024

  Hello,

  The dishwasher was picked up on 10/20/23, our first record of the customer calling for ********************** was on 4/1/24.  There have been a few trips, but every time the technician has been out the dishwasher has been working fine.  Also, there have not been any error codes stored in the machine according to our diagnostic tool, which is very unusual.  With the manufacturer's tech line support we have installed a few parts, even though it was working on our previous trips, and instructed customer on proper usage of detergent.  Today, we communicated with the customer to gather more information and we were provided another error code that was previously not noted.  With that error code, we now have a sump assembly preordered and is scheduled for this Friday 07/26/24.  We understand the customer's frustration with the dishwasher acting up but every time we've been out its been working fine.  The intermittent nature of the issue has made it difficult.  Van Vreede's takes great pride in taking care of our customers and has earned top ratings in the communities we serve.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 3rd an installation crew came to take away an old fridge and install a new one with a water line for a water dispenser and ice maker. I signed assurance of delivery that stated they would be responsible for any water leak within 48 hours. They left and I called within 30 minutes after priming the water dispenser of air that the water line attached to the fridge was leaking into my daughter's room in the basement. I soaked up 4 bath towels when I moved the fridge out. It caused damage to her ceiling and surrounding beam and paint. It appeared that the copper wire got bent when they moved the fridge back and the coupling cracked. When the crew returned he saw it was leaking, turned off the water and fixed the affected area and took pictures and told up customer ********************** would be calling. No call the next business day so my husband went there and spoke with manager who disregarded our claims and states there was no way to prove this. I just what them held accountable for there actions and to not blatantly ignore subsequent damage was that evidently secondary to there installation given the location of the leak and the time frame and clinical evidence. I would like to be reimbursed of the delivery fee and water installation fee as I know have to repair a basement leak without there upheld gaurantee.

  Business response

  02/13/2023

  I spoke with ***** this morning and apologized for our delivery. We reviewed the details that were not fully known by us. ***** was kind and very understanding. We will be compensating ***** for her inconvenience and she is happy with the resolution.Tell us why here...

  Customer response

  02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 6/4/21 my wife and I bought a **************** model GDT665SSNSS dishwasher for $827.00 from Van Vreedes Appliances in ********* **. It was delivered to our vacation home in ********** ** on 10/13/21. Since then and continuing to this date weve had problems with it. Specifically the interrupt cycle signal sounds regularly even when the machine is not in operation. We brought this to the attention of Van Vreedes and theyve had a technician from their repair unit, Howie ******, come out to repair the machine but the problem continues. Subsequent to this we contacted ** and they had a repairman come out. This person replaced control panels and replaced a wire harness and at that time assured us the machine was fixed. Not true. The interrupt signal continues to sound and the only way we can get this to stop is to shut off power to the machine. We bought this to the ** repairmans attention afterward and he agreed with us that the machine is unrepairable and should be condemned. Van Vreedes is shirking its responsibility and constantly directing us to **. We believe Van Vreedes because they sold us the machine is the party responsible for a full refund.

  Business response

  07/21/2022

  We understand Mr. ********* frustration with his dishwasher's performance. ****************** purchased a GE dishwasher with a manufacturer's warranty that provides repair at no cost for 1 year. The appliance repair company was not able to repair the dishwasher after 2 attempts and needed to order parts and return again. When the parts arrived and ****************** was contacted to schedule another repair, he refused to schedule indicating he had another service company coming out instead. This service company was unable to repair the dishwasher as well. We have submitted documentation to the manufacturer for any service we provided to help him with his request to the manufacturer for a replacement dishwasher. We have reached out to ****************** to explain the exchange process to help him. He needs to make sure his other service company documents their work with GE as well and then contact GE again for help. The manufacturer (GE) must speak with ****************** in addition to reviewing the service documentation that has been submitted on his behalf. ****************** is frustrated with the process but must follow the process the manufacturer has in place.

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 
  [Please type your response here.]
  The narrative VV submitted is not quite accurate nor does it address our request for a refund.  When it was clear that VV repair subsidiary Howie ****** was unable to repair the machine it was only then that we turned to GE who put us in contact with their approved repair service *********************** Appliance Repair.  It was **** who replaced both control panels and the wiring harness.

  We did just today receive a call from a ************** from VV who initially acted in a helping manner and went as far as to say that both techs did not know what they were doing. When we insisted upon a refund from VV he repeatedly stated warranty procedure( which according to him makes GE solely responsible) and then became insulting.  Id asked him why he called and he said had he known the type of person I was that he wouldnt.

  In my opinion because they sold us this defective machine VV should step up to the plate and do the honorable thing.  Issue a refund.

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

  Business response

  07/22/2022

  We are sorry that ****************** is upset with his dishwasher repair. ********************** recollection of details is not accurate as a result. ********************** dishwasher has a repair warranty provided by the manufacturer. The manufacturer also has the ability to exchange the unit should they decide it is unrepairable. Howie Voigt has submitted documentation for reference but ****************** will need to make sure the other servicer has done the same and then contact GE requesting his exchange or refund. We will be happy to help ****************** in the process the manufacturer requires under the product warranty. Tell us why here...

  Customer response

  07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]From our perspective this is no longer a matter of repair nor exchange.  What we expect, since they sold us this defective machine, is a complete refund from Van Vreedes.  Ill say it again, a complete refund.  
  
  Regards,
  
  *******************************

  Business response

  07/26/2022

  Mr. Zerenby has reached out to to GE as part of the process of obtaining an exchange or refund. GE has agreed to do so as the dishwasher has been deemed unrepairable by Howie Voigt service company.Tell us why here...

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased approx. $30,000 worth of furniture and appliances from Van Vreede's in ********. Appliance purchase was part of a builder discount/ parade home. Ordered appliances 1 year ago still waiting for 2 Wall Ovens and a Dishwasher. During selection we changed appliances that we were told were on backorder but were never told at that time that the ovens or dishwasher were backordered. I have proactively reached out each month for the last year and each time the deliver dates have moved out. Last update I received was October delivery for Ovens and December delivery for Dishwasher.I have talked to the Sales person- *************************** and the President ******************* along with calling the manufacturer Bosch. The only solution I have been offered is that Van Vreede will cancel my order and refund my money.I cannot purchase these appliances at another retailer for the same price since part of the discount was that I purchase 4 pieces from Bosch to qualify for the parade discount. Bosch has gotten the ** from being showcased in our home during the Parade, Van Vreede's has my money but we are going on a year without our appliances and it appears it will be 1.5 years at the very least.I have asked to speak with the dealer rep from Bosch to talk through solutions as well but the best Van Vreede would do is email on my behalf and not provide contact info for a direct discussion. That email came back as denied and nothing can be done but cancel your order.

  Business response

  07/11/2022

  We understand the customer's frustration with the availability of their appliance purchase. A different dishwasher has been selected within their budget and we are going to deliver it at no additional cost. The two ovens remain unavailable at this time. The availability concern of course stems from the pandemic and supply chain issues as we are all aware of. Any availability information provided to us from the manufacturer (Bosch) has been relayed to the ******* with the understanding this information is not guaranteed because of circumstances beyond their control. Our buyer, General Manager, Contract Sales Manager and our President have worked on the ******* behalf. We have also provided the ******* with the manufacture's contact information for their use. It is against policy to provide Manufacturer's Sales employees contact information since they are not in a position to address the consumer better than their customer ********************** network. We have thousands of appliances on order and will continue do our best to supply the remainder of this order but cannot promise specifics at this time due to circumstances beyond anyone's control. 

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Van Vreedes in 2021. The freezer went out approximately one month after install. I first stopped at the store in late December (the week it went out) and spoke with a manager about getting it replaced. I stopped in second time in late January after no response. To date, I have stopped at the store five times with no resolution. They have refused to replace it and are not getting back to me about fixing it. My phone number has been left for them to call me multiple times. I received one phone call a month ago and was told they would get back to me and never did. It has been a week since my last visit to the store with no response. It is very disappointing as this was the only furniture/appliance store I would go to and would not price shop other places. In recent years, I have purchased 4 beds, 3 refrigerators, 1 range, 1 microwave, 2 washing machines, 1 dryer, 2 chest freezers, 1 sofa and 2 recliners because the price was fair and service was good. The service with this issue has been unacceptable. It is costing me both time and money each time I make a trip to the store to attempt getting this issue resolved. I am seeing other complaints on BBB with the same individuals involved. I am very disappointed in the service considering the amount of purchases I have made over the years.

  Business response

  03/14/2022

  We understand ********************** frustration with his refrigerator failing after only a month, however, not all of the details are accurate in this complaint. ****************** picked the refrigerator up and moved it to a northern home located 2 hours away and well out of our service area. We provided ****************** with more local service options with which he can schedule his refrigerator to be serviced. If for some reason he cannot work his schedule to arrange his repair we would be happy to take care of the service if he were to bring the unit to our service department. The warranty supplied by the manufacturer is a repair warranty so Frigidaire will not replace the refrigerator at this time. Van Vreedes takes great pride in taking care of our customers and enjoys one of the highest customer ********************** ratings in ************ *********.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a dryer on 2/01/2022. It was explained to me it wouldn't be delivered till 2/19/2022. That was fine. It came Saturday and was put in place, they left, I turned it on and it's metal on metal loud noise. I video it also for you. I called them 3 times trying to talk to my salesman, *************************. He didn't respond back so asked for manager. He said they will get ahold of me and a repair man will come out and look at it. I asked for a new dryer.. he hung up on me. They called Monday to schedule me in mid March...I said, that's really not going to happen cuz I'm already waited 3 weeks for this thing. So they had someone come out 2/22/22. Repair man took the whole dryer apart and parts were everywhere. He showed me that the housing/cage over the moter and the moter itself was badly damaged bent. I asked for a new one and he said he has nothing to do with that. I called again to get ahold of my salesman and he didn't respond to me. I then asked for the manager and asked for my money back and he hung up on me. I am a senior citizen and I feel so taken advantage of. Can you please help me... thank you

  Business response

  03/01/2022

  The details of this concern are not entirely accurate, however, I do understand her frustration with a new appliance that does not work as it should. We have reached out to ********************* to resolve the problem to her satisfaction. ************************* dryer part has been expedited and she will be taken care of today.

*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. ↩