ComplaintsforBitter Neumann Appliance Furniture Mattress

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday December 4th Bitter ****** delivered a new refrigerator to my mother in laws house at ************************************************************************************. ******** is 90 years old. When they removed the old refrigerator they damaged the front door, door frame and weather-stripping on the door frame of the residence. I have called Bitter ****** for a solution but have not received a response/solution. The door needs repair.

  Business response

  12/10/2023

  I have put a call through to our ********* repair man and am expecting a call back from him Monday.  We will contact ******** and schedule repair with her soon.  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I whom are senior citizens purchased new kitchen appliances from Bitter Neumann in *********, ** on August 1, 2023. Delivery of the appliances was approximately on August 10th. After they delivered and set up the refrigerator and then left, we noticed a horrible loud humming noice coming from the appliance. This noise would run for over an hour at a time before shutting off for a very short period. We knew something was definitely wrong with it and immediately called the store and they told me they would send out a repair man tomorrow. The repair man showed up which was a younger gentleman that didnt seem to have much knowledge. All he said to us was thats normal. Very upset I had my family and friends of about 8 stop over to get their opinion. Every single person agreed something was definitely not right. My husband then video recorded it and brought the video into the store at which point the sales person says to us boy that doesnt sound right The owner was unavailable so I left a message on his voicemail. He did return my call from which I missed the call and he stated we would be intouch. We picked out a new refrigerator and they delivered and did an exchange. I was charged a restocking fee for the broken refrigerator of $389.70!! Another delivery charge of $79.99 and taxes. I have since been unable to reach the owner after several attempts , no return calls. When I called the store they told me he is not in today and wont be in tomorrow either and then they told me he is a very busy man.I was definitely taken advantage of for something that was out of my control.(I received a improper functioning appliance).

  Business response

  08/28/2023

  This is all taken care of

  Customer response

  08/29/2023

  
  hello I am updating on the complaint I filed. Owner did contact me and reimbursed me for the restocking fee, I will be happy settling with that. Thank you very much for your help. *****************************
  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

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased electrolux 600 washer and dryer on 5/6. Delivered on 5/8. I tried out the 15 minute cycle, and after a minute, the washer made a metal upon metal scraping sound. It happened again a few minutes later. Third time was followed by a constant but quieter noise. Had been on for 7 minutes, and it was discharging water from the top into the drum. Turned machine off and water kept running into the machine. Had to turn the water off at the wall. Put 3 wet items in dryer. After 1 hour and 15 minutes, items were stone cold and sopping wet. Changed the cycle to quick 15 minute dry, & increase heat level. No heat in the dryer.I called again on 5/9, letting them know neither machine worked. He immediately forwarded me to the service department. They sent service rep out the same day. When rep turned the water back on and tested the washer, it worked fine for him. He took the entire dryer apart, replaced a part, found out it was the wrong part, had to order the part, and told me that he could not be back til next week sometime! I asked him for advice and he told me that I should ask for a replacement.I called sales ******** told me he would look into a replacement and call me back. I told him that service rep is out the rest of the week. Sales rep called back 10:45 on May 10. He told me that because HE forwarded me to the service department and started the servicing of the washer and dryer, I could no longer have the machines replaced. Asked if I could exchange them for an ** model. He said sure, I'll look give you a call back. No call back.May 11, I called sales rep for an update at 11:15, and he said "we decided to service the machine". I told him I would talk to owner and hung up.Owner is out of town til 5/15. Emailed him all of the above. Indicated I would like to discuss my options. No response.As of 5/16, I have not heard from the owner or the sales or service rep.

  Business response

  05/16/2023

  Sorry *********

  I have been back at store the last 2 days but not in office.  I am behind on emails.  Call me and we will get it figured out. ************

  Sorry for inconvenience

  Customer response

  05/18/2023

  [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:
  
  In reference to complaint ID ********, the owner promptly reached out to me, apologized, looked into the issue, and agreed to replace the dryer.  It was delivered the next day.  Thank you so much for providing to me the extenuating circumstances.  

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

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This complaint pertains to service provided by Bitter Neumann, the service calls spanned 7 months dating back to December 2021 and end 7/6/2022. During that time period we had ten (10) separate service appointments all for the same issue - "Ice Maker not working". We purchased our Kitchen Aid refrigerator new, along with a *********** ******* from Bitter Neumann in 2015. During the service calls several components were replaced which were thought to be the cause of the Ice Maker not working. Control boards (4) were replaced TWICE, the Ice Maker auger motor was replaced TWICE, the wiring harness was also replaced. When my first **** arrived, I paid it in full even though the refrigerator was not fixed yet, I paid ($500.00+) this in good faith hopeful that this would get reconciled in the end, after the repair was complete. With every subsequent service visit the service Tech continued to throw more of the SAME parts at the problem. I stopped paying future bills until the problem was fixed. I did call the service manager to tell him as much and he agreed, he said let's discuss the **** after its fixed. On 7/6/22 it was determined by Whirlpool the Refrigerator was "non- repairable". During most of the service visits there was a Technician from Whirlpool guiding the Bitter Neumann Tech over the phone. Today I inquired on a refund for the ($500.00+) I initially paid and was told they would not honor a refund. The reasoning from the service Manager (***) was. "We have ~$700 of his own time in this repair and he wasn't going give me a refund", we both lose. I told *** ,"I called to fix my Ice Maker and my Ice Maker is the same as it was back in December, I would like a refund. *** said Sorry. I called Whirlpool customer service and they referred me to *********************************************, no help. I took off 10 days of work (same partial days) to accommodate each service visit from December - July. I don't want to go to court but may have to is a consumer advocate group like BBB can't help.

  Business response

  07/12/2022

  I have spoken to ****** and I think we are coming to a solution

  Customer response

  07/12/2022

  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.
  
  Today we spoke about a possible solution, but it was only a discussion. Bitter Neumann needed more information before making a formal proposal to reconcile the issue.   

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought a new dryer from Bitter Neumann in ********* 1.6 years ago, which means the dryer was just out of warranty. They offered to come check it out, assuming it was a courtesy call because the dryer was smoking and perhaps provide some idea of what to do next. No insight was given over the phone as to charges or potential outcomes. We never agreed to a charge at all. The service person came out and was late to the arrival window and stayed about 5 minutes, just to tell us it is out of warranty and would be another $350-400 to fix. Still never told of the charge. Received a text a while later stating we owed them $89. Had I know what the possible outcome would have been or if there was a charge, my decision making process could and would have been different. I called the service manager and he refused to do anything, so he forwarded me to the owner and have yet to get a call back. Bottom line, is I did not ever agree to a charge and the Service Manager thinks I should have known that somehow. Given the circumstances, it was reasonable to think that that might not be the case and we certainly assumed that be the case.

  Business response

  03/16/2022

  Rocky called us to ask if we new what was wrong with his dryer.  The symptoms could have been caused by multiple things.  The only way to properly diagnose problem would be to look at unit.  He was asked if he wanted to schedule a service call.  He did.  He  let our service tech in his home to diagnose.  Then he chose not to fix it.  Never did he ask what our service rates are .  Noone at Bitter Neumann ever implied or told him we would do a no charge service call.  Not sure why a person would assume services are free.  The charge will not be removed from his account   Tell us why here...

  Customer response

  03/16/2022

  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.
  

  Again, it is fair to think a business would try to help and see what may or may not be going on with an appliance that was having issues.  Businesses do, in fact, provide services without charging.  No, I did not ask cost since we were led to believe that Bitter Neumann would "check it out," being that they sold us something that went south so quickly.  Numerous contractors and service providers will come to a home to simply provide a quote on potential work.  I have never asked a contractor if they would charge me  to look at something, provide diagnosis, and quote me on the work, and then be charged for that quote.  I have taken my car to numerous dealerships to have diagnosis and never been charged, much less without my knowledge of a charge.  I can also speak that local companies (i.e. ******* Dealerships) provides service and physical work at no cost on occasion in certain scenarios, even on non-warranted items.  This is all good business practice to have higher service levels, which ultimately leads to long-term business and success.  It feels like Bitter Neumann is hard up for money and tried to pull a "fast one" on a customer by misleading me.  I do not accept that "I should have known about charges," especially when being made to feel like they were trying to help us.  A blindsided $89 charge was NOT AGREED UPON nor was I aware at all that I would be charged.  It is unbelievable that I am being made to sound like I should have known.  How would I have known?  The owner, ***, told me that if I would have come to the store and looked at their pricing, I would have seen that I'd be charged for services.  Are you kidding?  That is not a sound or logical response.

   

  Not that it matters, but $89(less is cost) would be recouped easily with a couple purchases from me or referred friends.  Logically, seems like good practice to support a customer with a scenario that is not clean cut.  To act like I should have known is not a legal agreement.  There was not legally binding agreement since I did not promise or agree to exchange anything for the work.  Assumptions are not legally binding.  This will be escalated further if the $89 is not taken off my account.
  
  Regards,
  
  ***************************

  Business response

  03/18/2022

  I am sorry.  My first response has told all there is to tell.  Tell us why here...

  Customer response

  03/22/2022

  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.]
  
  Regards,
  
  ***************************

  Business response

  03/25/2022

  I have attached a copy of the service ticket that had the ******** filled out at the house and ***** scribbled a little marking on there for a signature.  I cannot credit the ****.  This will be my last response.  Thank you

  Customer response

  03/29/2022

  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.
  
  Unfortunately, that is my wife's signature but she was never showed that invoice that it has been applied to.  She was definitely led to believe that she was signing for someone showing up, which they did.  *********** person asked her to sign but did not explain or show any of that detail seen on the attachment, which is very unfortunate and not good practice.  That is not good business and you should certainly correct that process of communication.  You should also credit my account since this call was poorly managed by Bitter ******. 

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

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a *********** electric dryer from Bitter Neumann on January 10. The dryer was delivered on the 19th with damaged to the faceplate. The damage was covered up with black paint and was not pointed out to us prior to bringing the dryer into our house. I noticed the damage and contacted our sales person. Three weeks after the delivery, we do not have a new face panel with no idea when one will arrive and the dryer doesn't work. I feel like we have received a lemon and at this point would like it completely exchanged. A $1,600 dryer should not stop working after three weeks. I called and spoke to a few people to try get this resolved and everyone I talked to with the exception of JaAnn, our sales person, were unfriendly and rude. They have agreed to come and take a look at the dryer, but the first available appointment is Monday afternoon. I understand that is only five days away, but I feel like this should be an immediate matter and I'm not looking for it to be fixed. was this dryer previously returned? Is that what it is damaged? I would like the dryer replaced or give us a full refund and we will go elsewhere to purchase a working dryer.

  Customer response

  02/14/2022

  This complaint has been resolved.

*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. ↩