Complaints

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

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• 

  Brothers Main, Inc.

  2050 S Stoughton Rd Madison, WI 53716-2850

  
• 

  Brothers Main, Inc.

  7960 Tree Ln Madison, WI 53717-2011

  
• 

  Brothers Main, Inc.

  1800 Humes Rd Janesville, WI 53545-0591

  
• 

  Brothers Main, Inc.

  3480 Millpond Road Madison, WI 53718

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/02/2024

  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 9.5.24 I placed a downpayment for a wall oven on clearance at the Brothers Main (**) store in *******. By policy, the oven could not be returned once accepted and so a downpayment was made until it was understood that the oven would fit in my existing cut-out. The oven was on display mounting in a wall at the store, meaning that I could not see the back of it or anything beyond the front facing. I signed a form which showed that neither I nor ** could see any damage. ** required payment prior to delivery, and upon remodeling, I made the final payment including delivery (receipt not available). Total cost was $2,109.99 + $50 for delivery into the house (** provides free delivery to a driveway only, $50 also paid to **). My wife was home and accepted delivery on 9.20. She was asked to sign a form (not explained) which we learned was for acceptance of condition. The ** delivery service took photographs of the oven prior to leaving. On Monday the 23rd, my contractor, hired to install the oven, noted damage to the oven including a dent to its top and a severe bow of a metal bracket. I called ** immediately and provided photos. The man I spoke with said that the photos I provided were of a different angle that they had on their system. Wanting to see if the oven worked, I asked my contractor to connect the electrical and we set the oven on its shelf while I waited for a resolution from **. Further inspection showed damage to a k*** (crack) and severe denting on the inside of the oven. More photos were sent and again the reply was that they had not seen these angles. My expectation was to be contacted immediately to resolve the issue. I waited a week for further response. When I called back on 9.30, I was told that I had accepted the unit and that nothing more would be done. I called again and got the same answer. I believe the unit was damaged on delivery and/or had latent damage when it was on display and ** does not want to take responsibility.

  

  Business Response

  Date: 11/06/2024

  We were not able to come to an agreement on the wall oven. We will be picking it up on Friday 11.8.2024 and refunding Mr. ******** for the full amount of the wall oven $1999.99 + tax.

   

   

• Initial Complaint

  Date:10/01/2024

  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.

  I paid Brothers Main about $4000 for a new refrigerator, microwave, oven, and dishwasher. On 6/17/24 the refrigerator and oven were delivered and installed by personnel that Brothers Main contract. During installation the water connect to the refrigerator was faulty and leaked slowly for more then 24 hours before it was noticed. This cause damage to kitchen flooring and carpeting in the adjacent room. Brothers Main has handed the issue off to their contracted delivery and install team who has not provided a resolution after more than 3 months.I believe that Brothers Main should provide compensation for repairs directly to me or a professional contractor that can make the need repairs. Brothers Main can then seek reimbursement from their contracted installation and delivery business.

  

  Business Response

  Date: 10/08/2024

  ***** ****** took delivery of his new fridge on 6.17.24. It was delivered by a 3rd party partner called ***************************

  ***** reported a leak from the water line on 6.19.24 to us. We in turn reported to *** the delivery company on 6.20.24 . Their claims department reached out to ***** on 6.21.24 to get the information needed for the claim. Brain reached back out to their claims department on 6.3 that he had not heard back from anyone. *** reached back out on 7.3 letting him know that if he did not hear back from the contractor that they (IFS) will step in and take the claim over. *** asked ***** to get an estimate on the repair on 7.11.24 . On July 19th The contractor was back in the mix and said he was going to file the claim through his insurance - there are more back and forht  in **************************************** claim was filed with *********************** - The contractors company is *****************

  i have asked over the last 2 days for an update and am still waiting to hear back. I will respond again when I have more information

   

  Customer Answer

  Date: 10/09/2024

  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.
  

  Compensation for damage is not occurring in a timely manner.  I'd like Brothers Main to provide the compensation upfront and they can be reimbursed by their contractor.
  [Please type your response here.]
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 10/15/2024

  I am terribly sorry about this. But we have to go through IFS and they in turn are working with their contractors and insurance companies.

  This is their response to me this morning 10.15.24 :Since there has been no response from the insurance after multiple attempts to obtain an update, IFS will reengage and resume this claim by working directly with the customer. We will attempt to renegotiate for a final resolution.

  The claims department phone number is ************  
  
  

  Customer Answer

  Date: 10/23/2024

  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.
  
  I believe that Brothers Main should provide compensation for repairs directly to me or a professional contractor that can make the need repairs. Brothers Main can then seek reimbursement from their contracted installation and delivery business (IFS). 

  IFS has contacted me and provided a very very low offer of compensation (about 1/10) of what is required to cure the issue.  I was willing to accept some pro-rating since there was a small amount of wear on materials and then IFS decided to resubmit to their insurance.  This will take weeks and months more to get a response. 
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 10/28/2024

  There has been an insurance claim filed for the property damage with the trucking company that delivered the fridge and it is being overseen by our 3rd party freight company. There is nothing more Brothers Main can do other than over see this for the customer. I have attached the latest email from the 3rd party company IFS with the claim information to *****.  We will continue to follow up with them to make sure this claim is processed. *** does take responsibility for allowing this claim to take so long to resolve. We Brothers Main are doing everything we can to assist. 

  Customer Answer

  Date: 10/30/2024

  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.
  
  I hold Brothers Main 100%responsible for their contracted help that provides services directly to customers!  It has been a ridiculous amount of time since the event has occurred in June and still my floor and carpet look horrible.

  
  Brothers Main should provide compensation for repairs directly to me or a professional contractor that can make the need repairs. Brothers Main can then seek reimbursement from their contracted installation and delivery business (IFS).   

   
  Regards,
  
  ***** ******

  Customer Answer

  Date: 12/16/2024

  I received a call and message from ***** who claims to be from the Brothers Main shipping/installation company insurance.  She left a number ************.  I called and left a message early last week with my number and have not heard back.

  

  Business Response

  Date: 12/18/2024

  I spoke to the insurance adjuster Tromesa at ************

  She shows she did call and leave ***** a message last week and did not hear back. She is calling and emailing him again today. They ask, that if he does not hear back to try back again. They are working on the claim for him.

   

   

  Customer Answer

  Date: 12/18/2024

  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.
  
  I have called and left a message with Tromesa May at ************ at 2:12pm on 12/18/24.  This is the second message that I've left with my phone number since my original call on 12/11.  I hope that they call back soon and I can get this resolved.  I'll close the ticket once I get resolution.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 12/19/2024

  Hopefully they have called you back by now. She was also emailing you yesterday.

  Tromesa's supervisor is ******* and her direct number is ************

• Initial Complaint

  Date:12/22/2023

  Type:Delivery 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 or about October 29, 2023, we ordered three items from Brothers Main. We ordered an induction cooktop stove, an over-the-stove microwave, and a refrigerator. While in the showroom we stated that the refrigerator needed to open from the right side (door hinge on left side), and we were assured that the refrigerator we ordered was capable of switching the door to suit our needs.Delivery occurred on November 10, 2023. The items that arrived were the correct stove, a large vent hood in place of a microwave, and a refrigerator with incorrect door orientation. I was never notified or informed that the people delivering the items were not Brothers Main employees, and are contractors. I received a phone call from the contracting company and I informed them the refrigerator door was incorrect. The company (I have no idea who) sent two people to my home who ended up breaking the refrigerator and breaking my counter in two places. I was told that Brothers Main would contact usthey never did. After approximately ten phone calls from us, ******* at Brothers Main assured us they would order a replacement refrigerator. A tentative delivery date was scheduled for December 15, when Brothers Main would replace the vent hood with the correct appliance, and deliver the refrigerator with a correctly-oriented door. ******* said she would call me if the refrigerator did not arrive when they expected. We never received a phone call.On December 15, Brothers Main delivered the microwave, but still no refrigerator as we ordered it. Nobody from Brothers Main has called us and ******* from Brothers Main has not returned our phone call. We are at a loss of what to do to get the third item we ordered. Please help us get the appliance we ordered so we can be done with this poorly-run company. If they cannot provide the correct and unbroken refrigerator we ordered, we would like a refund and can provide a receipt.

  

  Business Response

  Date: 12/26/2023

  The new Fridge came in last week. I have ***** scheduled for delivery this Friday the 29th if that works for her.

  I have left her a voice mail and am waiting for her confirmation to take delivery of the new fridge.

   

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

  Brothers Main 

  Customer Answer

  Date: 12/28/2023

  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.
  
  ******* called and left a message on Dec. 26 to schedule a Dec. 29 delivery. That same day I returned her call to leave a voice mail that we are out of state on Dec. 29 and that will not work. I stated, due to the holidays and the two other days we have taken off from work for the failed deliveries, that we are only able to be home January 3 for delivery. I have not heard from ******* in 1.5 days regarding this delivery, which apparently is scheduled for tomorrow. It is also remarkable that the refrigerator came in that week, but only after I filed a BBB complaint did Brothers Main care to notify us.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/28/2023

  As soon as we knew it was in we notified her, I did receive her vm to change it to January 3rd which I did. With the Holidays, and staffing shortages I did not get a chance to call her back.  

  Customer Answer

  Date: 01/03/2024

  [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.  We received the replacement refrigerator today with the correct door orientation.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/22/2023

  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 will have to pay an extra plumbing bill because of Brothers Mains negligence. After already failing to return communication that would have changed my delivery date to the correct date, the company then attempted to deliver my appliance to the incorrect house. They did not leave a voicemail so I didnt know they had tried until I called the store. When I called, I was told that two people would call me back - no one did. I called again and was told Id receive a call back. Still no call. I called again and spoke the person who finally told me that I hadnt been home at the time of delivery so that no one would be assisting me. When discovered that the delivery had actually been made to the incorrect house, the salesperson hung up on me. I called again the next day and was told, again, Id get a call back. Still no call. I needed to have the plumbers come prior to when the appliance will actually arrive because there is more important plumbing work I need to have done, so the plumbers will have to come back again to install the appliance that should have been delivered days ago but for BMs negligence.

  

  Business Response

  Date: 10/30/2023

  I apologize, I have talked to the employees at West if that is the store she called and nobody recalls this interaction with her.

  We did attempt to deliver to her old address that was in our system. I don't know when she moved or why this was not caught when the order was processed in our system. We hand the customers copy of their invoices to check them over. We had the wrong address on the 20th, corrected it and delivered her appliances on the 23rd. 

  I am playing phone tag with her at the moment to discuss this matter with her.

   

  Roslyn 

  Customer Answer

  Date: 10/31/2023

  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.
  
  There is no remediation or solution offered, let alone compensation for the extra plumbing bill I paid for their mistakes. And that "no one remembers" this situation is a huge problem...either several employees have recently quit and went elsewhere or they are lying, because they definitely recall the situation...

  Additionally, one of the products I purchased doesn't fully function...so I will need to address this as well...

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

  

  Business Response

  Date: 10/31/2023

  I spoke to ******* and the sales person today and understand the miscommunication. She is sending me the bill for the plumber to have to come out on a separate trip to install the dishwasher for her and we will reimburse her for that. ******

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a $9000 Viking Induction Range/Stove from Brother's Main (BM) in July 2021. We paid for the range in full. We were told wait time would be about 2 months. Two months turned into a year which turned into 2 years. Fast forward to August 2023 I called BM, yet again, to inquire about our Viking range. We were told that the range was in and we could set up delivery. No one had ever contacted us to let us know that it was at the warehouse. I arranged delivery for 2 weeks later, took the day off of work for delivery and no one showed up. I contacted BM and was told by **** (our salesperson) that they had an employee issue and they were not delivering the range. No one had called me. I asked to speak with a manager repeatedly and was told numerous times that he was not available. **** proceeded to use the f-word on the phone when trying to get him to allow us to speak with an owner or manager. He said he was in contact with the managers/owners and that he would call me back. Never received a phone call, and later learned that was all a lie. I called the store back again that day and was now told by receptionist that originally scheduled delivery, that she could not set up a new delivery date for us. She hung up on me during our conversation. My husband called back and BM would not answer our calls from our cell phone. We called from a different cell phone, and they answered the call right away. The person then hung up on my husband during the phone call. We purchased a $9000 Viking range that we paid for in full over 2 years ago. The behavior by the employee's of BM was unprofessional and completely unacceptable. Their customer service is the worst that we have ever experienced. That Viking range that we special-ordered 2 years ago is our range and does not belong to Brother's Main. They have a responsibility to deliver our range in a timely manner. They have been impossible to work with and their client communication is non-existent and they don't care.

  Customer Answer

  Date: 09/15/2023

  [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. 

  Thank you for reaching back out to me. Brothers Main knew of our report to BBB because they mentioned it to us when they called us a day after filing the complaint. Our stove was finally delivered, but the process was not easy as we could not get a definitive time of delivery from them. They get poor **** for their ability to communicate with clients. People don't respond to emails or requests for a phone call. We would never purchase anything from them again. I had reached out to Viking and a regional manager contacted me and was not happy with everything that had gone on regarding the stove delivery. He said that ****** would be contacting them to figure out why things were so difficult. When they delivered the stove, the delivery men forgot to remove the protective seal from the sides of the stove. The stove weighs 400 lbs and we cannot move it out ourselves. They have offered to return to do it, but we would have to take another day off work to have it done. I have requested that we be able to call them to have it done in November when our schedule slows down.

  
  

  I am relieved that it is over and that we have our stove.

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

  
  

• Initial Complaint

  Date:06/12/2023

  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.

  Original Transaction Date 02/24/23 On the above date I went into Brothers Main to purchase a new built-in microwave to replace a built-in microwave I owned that was no longer functioning. When I went into Brothers Main, I had the original owners/operating manual from GE (the manufacturer of my original microwave). I was told at that time, by the sales person (*************************) that GE no longer manufactured my built-in microwave, and she showed me the supposed replacement which I purchased for $485.25. It was delivered for installation about 2 weeks later. At the time it was determined that the trim kit that I had on my original built-in would not work with my new replacement, so a new trim kit was ordered. After a few weeks I called Brothers main to find out the status of the trim kit and talked to a sales person named *****************. He told me that the kit was not in but expected it to be on the next truck. 2 weeks lated I called and again spoke with ***************** and was again told that the kit was not in but it was expected on the next truck. I again repeated this process two weeks later and was again told by ***************** that it should be on the next truck. Now I am being called by Brothers Main customer service and told that my microwave is not a built in and that there is no trim kit. If this is correct it has taken them 4 months to tell me that the microwave they sold me is not the correct one I I have spent almost $500 for the incorrect model and another $250 for a trim kit that I did not receive. My solution to this problem is that Brothers main refund my money for the microwave and the trim kit and come and take back the incorrect microwave. Then I can go to Main Appliance and by a built in microwave with trim kit and most likely get my problem solved. Main Appliance has got to be better than Brothers Main

  

  Business Response

  Date: 06/15/2023

  **************, thank you for bringing this to our attention. We sincerely apologize for your experience; this is not our typical customer service experience. We are happy that our team could connect with you as your satisfaction is important to us. We are currently processing the paperwork to return both the microwave and the trim. Please allow at least 48 hours for that adjustment to appear on your account. We appreciate you working with us.
  
  The Brothers Main Team
  ******************************************
  .

• Initial Complaint

  Date:05/08/2023

  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 a fridge with icemaker April 26 2023 to be delivered *** 1.I just had spinal sx and needed ice maker for pain relief. The fridge was delivered and ice maker hooked up.The ice maker did not work,I called someone said they would come out to repair or replace *** 8,guy came out said it was not installed properly initially but he did not have anything with him to repair or replace.I called and got the soonest date to fix this *** 13. I asked for sooner date,and was given canned response this was soonest. So this is 2 weeks waiting for ice maker to work. We have had to purchase ice every few days for pain relief. I bought extra warranty to cover.Not happy!!!!!

  

  Business Response

  Date: 05/10/2023

  We sold them the fridge and installed an ice maker  on 5.2.23 , we went back on Monday 5.8.23 to try to fix it the ice maker, it was missing a part. We have them scheduded for 5.13.23 to replace the whole ice maker. The invoice for the repair and replacement are attached. 

  Customer Answer

  Date: 05/11/2023

  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.
  
  

  I ordered a fridge 4/26/23 emergently, as our fridge stopped working ,too much to fix it, and accepted floor model as I just had spinal surgery and needed ice maker for pain relief. The delivery date was 5/2/23, I gave installers ***** tip, when they left. I was told it would take 24 hrs. to start making ice.

  
  

   The ice maker was not installed properly, and I called for help, the next repair date was 5/2, I was told he would either repair ice maker or install new one.  The repairman came, and did not have anything to repair or replace ice maker. 

  
  

   I called again and was told soonest they could come out was 5/13/23.  This is 3 mistakes, made on 3 different dates, with all day wait windows, made by delivery/repairmen, adding adding another 11 days to wait on top of original purchase date. My husband has had to purchase bags of ice every few days for 3 weeks now.  When I called I asked for sooner dates for repair, and whoever I spoke with was rude and stuck to weeks of waiting time.  I consider this very poor customer service, especially since I purchased extended warranty.  

  
  

  At this point asking for ***** tip refund, and ***** reinbursement for ice for 11 days=60.00, and appology.  Prior to this had asked for sooner repair date with repairmen that were prepared to repair.  

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

  

  Business Response

  Date: 05/15/2023

  We put in the new ice maker on Saturday 5.13.23 and issued her a refund for the $60.00 

   

  Attached is a copy of the refund that should go out in the mail this Thursday 

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had an upright freezer delivered. During delivery, our hard wood floors were unfortunately damaged. I reached out to the west side store where we bought our freezer on July 1st and was given the phone number to the delivery manager to talk more about this. I called the number given to me that same day and got ahold of ********. She asked me to email pictures of the damage to her, and informed me that your insurance company would get in contact with me as soon as possible, likely the following Tuesday or Wednesday (July 5 or 6) due to the holiday. After sending the pictures, ******** asked me a bit more information about how old the floors were and if we had any extra flooring. She also asked me to obtain an estimate for repairs and stated we will work with you to get this resolved in a timely fashion. I told ******** I would try to get an estimate, but it would likely cause a delay due to the holiday and how busy many contractors are these days The following week, I did not hear anything from either ******** or an insurance company. I was able to schedule a flooring company (******************************) to come to my house and give a repair estimate on July 7. I sent the estimate to ******** that same day at 12:44pm. I have since not received any response from either ******** or an insurance company. I reached out again by email to ******** July 12th with no response. I called the west side store again today, and after multiple attempts finally got through to talk with a man there. He gave me the phone number to the warehouse and stated ******** is working there today, call that number and ask for her. The call placed to that number at 10:49am went immediately to a voicemail. I left a voicemail with my name, asking to speak to ******** about our previous conversation and a call back number. I have yet to receive any response. Reached out again 7/15 and was told to call ********. No answer again.

  

  Business Response

  Date: 08/04/2022

  We have settled this claim with the insurance company.

  Customer Answer

  Date: 08/04/2022

  [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 ********, 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:06/28/2022

  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.

  In April I bought a high end stove from Brothers Main . When it was delivered it was missing the back vent. I was told they would locate it and bring it and install. After a week I called and they told me they were working on it. In the last 2 and half months Ive contacted them at least 6 times to no avail. Ive even been int,o the store and got the runaround and sent on my way. Please help make this right. Thank you,*********************

  

  Business Response

  Date: 07/05/2022

  We have ordered pieces for their range. There are issues with backorders be we sill continue to follow up.

  Customer Answer

  Date: 07/05/2022

  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.] I've been told this numerous times with no resolve.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/04/2022

  Our records show that we obtained the part and installed it on the customer's stove. 

• Initial Complaint

  Date:06/14/2022

  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.

  My fianc and I purchased two brand new appliances in early May. After receiving them, I saw the stove had a damaged seal and the dishwasher had a chip in it. I let my sales person know who told me hed contact customer care on my behalf and to email the pics of the damage to him. I did that. I never received contact from anyone after a few days so I called back only to be told my salesman, **** ****, never emailed or contacted customer care. They had me send them the pictures and they said theyd get back to me with a resolution. It took them 2 weeks before I heard anything only to be told to contact GE myself about the stove and they could replace the dishwashers front or offer me up to $125 off. I called GE to be told they couldnt do anything since its been more than a week since I purchased it. They transferred me to their escalation department who told me its The Brothers Mains job to handle this, not me, which I assumed anyways. I emailed ***** at Brothers Main, customer care department asking for the phone number of the manager, only to get an automatic response to contact their store phone number. I called the store and their phone system was down, where I bought it. So I called the west side location and talked to an extremely rude, customer care woman who told me I couldnt talk to the manager or owner, and that she was offended that GE said this was their issue to take care of. I told her Im at the point where I want them to pick up my appliances and give me my money back, and she hung up on me. I called back to the store and someone else answered who refused to give me the name of the super disrespectful customer care person and assured me management will call me tomorrow. Im not holding my breath. I want a gigantic apology and significant money off my dishwasher, not 10% for what a nightmare this has been and them to set up GE coming to fix my stove.

  

  Business Response

  Date: 07/05/2022

  We have been in contact with the customer and are resolving all of their issues.