Complaints

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

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  Grand Appliance & TV

  11728 W North Ave Wauwatosa, WI 53226-2132

  
• 

  Grand Appliance & TV

  10400 Washington Ave Sturtevant, WI 53177-1608

  
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  Grand Appliance & TV

  4898 W Lawrence St Grand Chute, WI 54914-9200

  
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  Grand Appliance & TV

  6531 W Layton Ave Greenfield, WI 53220-4522

  
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  Grand Appliance & TV

  10301 Enterprise Way Sturtevant, WI 53177-1956

  

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:03/11/2025

  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 ordered and had a dishwasher delivered from Grand Appliance back in Feb. 2024. When it was delivered, the front door on the dishwasher was damaged, which they acknowledged at the time of delivery. They said they would put in for a new door and one would be delivered and installed at another time.I waited a few weeks, then called and they kept putting me off for weeks and months. I got tired of calling and complaining to them. I even went in to the store again and they said the deliveries are way behind. I have called numerous times to complain to them. I have finally given up ever getting a new door for my dishwasher.

  

  Business Response

  Date: 03/13/2025

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration this has caused. We understand your disappointment and can certainly appreciate your desire to have this matter resolved. We are aware that our delivery crew did acknowledge the damage to the dishwasher door at the time of delivery, but customer ********************** was unaware of the incident and subsequent outreach. That being said, our understanding is that you are satisfied with our offer to exchange the dishwasher. We are grateful for your patience and will ensure that this issue is handled properly moving forward. If you have any additional questions or concerns, please do not hesitate to reach out to us. We appreciate your understanding and the opportunity to address this matter.

  Customer Answer

  Date: 03/13/2025

  [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

  Date:03/11/2025

  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.

  My wife purchased a new Maytag washer and dryer set from Grand Appliance on 2/15/25. 5 days after delivery and just 4 loads in dryer and then the felt dryer drum seal came out! I called customer ********************** and was told that a repair company would contact me about when they could schedule an appointment to look at it. The repair guy called me and asked me what the problem was and then said I needed a new drum! Then I asked him how long it would take to get one for the repair and was told he had no idea?! I asked if 1-2 weeks or a month and still said he couldnt give me the answer! We waited over two weeks to get the new ones and now we dont have a dryer to use! I think that they should exchange it for a new one instead of waiting who knows how long to get it fixed!

  

  Business Response

  Date: 03/11/2025

  Thank you for your feedback, and we apologize for the inconvenience you've experienced with your Maytag washer and dryer set. We completely understand your frustration with the delay in repairs. I want to reassure you that we've already approved an exchange for your unit and have forwarded the details to your salesperson. They will be reaching out to you shortly to schedule the replacement and ensure everything is taken care of. Were committed to resolving this issue quickly, and your salesperson will provide further assistance in coordinating the next steps. We appreciate your patience and understanding as we work to get this resolved for you. If you have any additional questions or concerns, please dont hesitate to contact us directly.

• Initial Complaint

  Date:03/07/2025

  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.

  Ordered a Microwave on February 20, 2025. On sale as supplies last, and got confirmation of the order and that they had it in stock. Waited a week for my order to be sent to a near by location in **************** **, so I could pick it up. I am later told that my microwave was sent to a location in ********* and they were waiting for that location to send it out to the store I had requested for pick up. On March 1st I am told I can drive to the ********* location to pick it up and they would reduce the price. I planned to collect it the following day. However, I am later contacted the following day saying that the Wisconsin location no longer had my microwave and it had gone missing. Im contacted again on March 4, and am told that the Wisconsin location sold the microwave I had purchased to another customer and that ********************** no longer had any microwaves available. I was told that my order was going to be canceled. However, as of March 7 have not seen a credit return on the credit card I used to purchased the microwave with.

  

  Business Response

  Date: 03/10/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with your microwave order. We understand how disappointing it is to have your order mishandled, and we appreciate the opportunity to address the issue. After reviewing your order, we can confirm that it was canceled and refunded on March 4, 2025. Please note that while we processed the refund on March 4, the speed at which the funds are transferred back to your credit card depends on your bank's processing times. This can sometimes take a few business days, but we want to assure you that the refund was initiated promptly on our end. We deeply regret the inconvenience this has caused and appreciate your patience as you wait for the credit to reflect on your account. If you do not see the refund within the next few days, please dont hesitate to contact us, and we will be happy to assist you further. Again, we apologize for the disruption, and we appreciate your understanding. We hope to serve you again in the future under better circumstances.

  Customer Answer

  Date: 03/10/2025

  [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

  Date:02/13/2025

  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 ordered a Frigidaire Gallery 36 in 27.2 Cu Ft fridge on 1/10/2025. The first delivery, 1/18/25, was a dented unit. We refused delivery. The second delivery arrived on 1/21/25. After they left I was loading the unit and noticed the Custom-Flex Temp Drawer was not functioning correctly. Some lights were on, some off and the panel was non-responsive.I contacted Frigidaire who told me to wait 24 hours. The issue continued the next day. We contacted ********** again who told us to contact Grand Appliance for a new unit/return. Grand sent out a tech. The tech found the panel was bad and needed to be replaced.Replacement scheduled for Jan 28th then rescheduled for February 14 then rescheduled for February 28. We will not be in town this date.The part is not available. I want one of the following to happen:1. Replace the drawer 2. Replace the entire refrigerator 3. Return the refrigerator for a full refund, including delivery and recycling of old unit We have taken 2 days off of work so far and will need at least one more.The delivery crew left after setting the unti up with the knowledge it was not fully functioning.Grand Appliance is giving us the run around and continues to promise to call us back after checking with Frigidaire on the warranty. This is NOT our problem.

  

  Business Response

  Date: 02/17/2025

  Our records show the refrigerator was exchanged on 2/15/2025.

  Customer Answer

  Date: 02/18/2025

  [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

  Date:02/06/2025

  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.

  Ive been dealing with a warranty company to get my dishwasher fixed from Grand Appliance and the warranty company issued a check for $778.25 to GrandAppliance for a new dishwasher **** the customer ********************** supervisor wanted to take $76 off of that amount and said you issue me a check so **** is stealing for money that theyre not even putting out of their pocket. Ive called above him and I have gotten nowhere at this I need this resolved. I need that check so I can get my life back together and get my dishwasher. Reinstalled on a new one any more information You can contact me at ************.warranty number for this in store credit applied towards grand appliance #ax98828onx17 the work order will be so22-9853

  

  Business Response

  Date: 02/06/2025

  All Mr. ******** would have been responsible for is the tax (required by the state) and extended warranty coverage (if desired) on the new dishwasher. We were waiving the labor charges that are not covered by the warranty and are valued at $228.00. However, given the tenor of ***************************** with us and the scurrilous claims he's made about the Grand Appliance staff, we have asked the extended warranty company to issue Mr. ******** a check in the amount of $702.90, which is the cost to the warranty company for the replacement.

  Customer Answer

  Date: 02/06/2025

  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,
  
  ***** ********

  Customer Answer

  Date: 02/07/2025

  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,
  
  ***** ********

  Customer Answer

  Date: 02/10/2025

  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 am requesting from Grand Appliance is my full amount of store credit. I would like them to prove and forward to you the estimate between them and centricity the warranty company and how much the full replacement is for this item. That is what I am owed. I asked centricity for the check originally so that I would not have to deal with this company any longer and they forced me to go with this company I had to go between centricity and Grand Appliance to get them to go anywhere as far as Moving along for the replacement as I have spoken with people at Grand Appliance they are not very easy to speak with, and they try to do a run around the game. I am asking for the estimate between them and centricity. I would like to see the original deposit from centricity to them to move forward on this matter as they have contacted centricity to cut me a check for $702 I originally paid $778.25 for this dishwasher two years ago I was told by the warranty company I was to get a full replacement so I would like to find out what Grand Appliance told centricity. The full replacement cost would be before labor and warranty and I also told Grand Appliance that I did not want their warranty and I did not want them to install it that I would like to pick it up and I told them to the beginning. Also, I told them **** that I would be contacting not only you the Better Business Bureau, but a state attorney as well and as they can see, I am a man of my word so I hope they will cooperate and give you the information of full replacement for this item between them and the warranty company Because as of right now I see a $76 difference of what I was supposed to get in a store credit thank you and if you need any more information or what I need to give you I can get I can do that for you again thank you and have a great day

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

  

  Business Response

  Date: 02/10/2025

  The extended warranty company is issuing the check, and it will be in the amount of $702.90.

  Customer Answer

  Date: 02/10/2025

  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 see all grand appliance statement is for the amount of warranty company that they said to issue they are hiding by not showing communication between them and warranty company this is why I have contacted this bureau I believe they are committing fraud and not providing their customers who are doing the proper amount of money thank you

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

• Initial Complaint

  Date:10/28/2024

  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.

  My appliances were bought from Grand Appliance. We were not informed that they subcontract for deliveries. My appliances were delivered on July 22, 2024, they scratched my brand new floor during installation. The company claimed they used straps to install the appliances, but they did not. There is a large scratch spanning 8-10 tiles that were scratched in the path of how my refrigerator was installed. Since I do not have video evidence, the subcontractors insurance will do nothing about the damage. I do have 3 eye witnesses and the scratch but that is not enough proof.We reached out to Grand Appliance on August 12th when the scratches were noticed. Between 7/22 and 8/12 I was away from my residence for 5 days and did not have electricity in that part of my house for 7 of the days. Grand Appliance Customer ********************** told me during a phone conversation that the "customer is not always right."The delivery people, are not being honest. They are not supposed to use a dolly but they did. They said an electrician was at my home while they were delivering, there was not. I am out thousands of dollars to replace part of a brand new floor that had been in place for less than 24 hours prior to the delivery. I have spent the last 2 months going back and forth with Grand Appliance Customer **********************, the delivery company- Nayaritas, and Progressive. No one from the Grand Appliance Customer ********************** team has been to my home to assess the damage.

  

  Business Response

  Date: 10/29/2024

  Hi, *******. We hold our subcontractors to the same high standards as all our employees. The team used straps to deliver and install your appliances on July 22 to a kitchen on which the remodel had not yet been completed. Our delivery pictures show the baseboards, cabinets, and electrical in a state of remodel. You also signed your delivery document acknowledging "that the merchandise was received in good condition, and no damage to the home or property has occurred." You contacted us 25 days later to report a scratch on the floor. Given the environment, time elapsed, and available evidence, insurance has denied liability. As previously stated, if you have any new evidence to report, we would be happy to re-evaluate your claim.

  Customer Answer

  Date: 10/31/2024

  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.
  
  As seen in the picture, one of the delivery people is in the back of the truck and the other on the pavement WITHOUT straps on him.  They never had straps on during the delivery.  The man in the yellow shirt was outside and the man in the red shirt was inside.  A dolly was used.  After they arrived and unloaded the first appliance, one man was inside and one man was outside for the remainder of the delivery.  The man in the yellow shirt brought each appliance in on his own, which would not allow for the use of straps.  I did not take any more pictures of the delivery process, I wish I would have.  My cousin initially reached out to Grand Appliances, *****, on August 11. 

  I did sign the document, I trusted them and should not have.  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:10/18/2024

  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 ordered a GE washer and dryer on 9/18/2024 at a total cost of *******. Dryer was delivered on 9/20. It stopped working after 2 weeks, wouldnt heat. I called Grand Appliance and they arranged for a serviceman to come check the unit. Serviceman from Main Appliance Service came on 10/18/2024. Took the unit apart and told me it had been improperly installed. When the serviceman left the unit was heating. I then did a load of laundry and put it in the dryer. The dryer wouldnt heat or dry again. I called Grand Appliance to report this and was told that they would send another service man. This is now scheduled for 10/31/2024. By then Ill have been without a dryer for a month, Grand Appliance told me that they would not exchange the unit until after 3 failed service calls. This means that I will probably be without a dryer for 2 months before having a chance of having this resolved. This is totally unacceptable.

  

  Business Response

  Date: 10/22/2024

  Hi, ********. We agree that it's unacceptable and exchanged your dryer yesterday, which we trust is working as designed. Please let us know if you need anything else.

  Customer Answer

  Date: 10/22/2024

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

• Initial Complaint

  Date:10/02/2024

  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.

  They will not fix my broken microwave, even tho I have a 5 year warranty

  

  Business Response

  Date: 10/04/2024

  Hi, Ken. We're sorry for the processing delays. Per our conversation this morning, we will have a tech out on 10/7 to begin repairs on your dishwasher and microwave.

• Initial Complaint

  Date:09/05/2024

  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.

  I ordered appliances from Grand Appliance and these fell under the Presidents Day rebate program that was advertised to us and caused us to place the order that day. It's been over a year and we have yet to have Grand Appliance issue the rebate. I've escalated this to the ** level and cannot get any traction. This was false advertisement on their part.

  

  Business Response

  Date: 09/09/2024

  We apologize for the time its taken to realize the rebate savings for which you have been asking. Per our records, your request was received by the corporate office on 9/5/24 and the refund to your credit card was processed on 9/7/24. It may take a short while for this refund to be reflected on the statement from your bank, however.

• Initial Complaint

  Date:08/27/2024

  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.

  On May 27, 2023, my husband and I purchased $8,000 worth of appliances for our home that was being built. We were given $1,000 worth of rebates we could apply for. All rebates were set to expire within 3 months of purchasing the appliances, but we could not apply for them until we received the appliances to get the serial numbers, which wouldn't be until the next year. When we brought this up to our sales associate, he said that this happens all the time and that he could manually process the rebates once we received the appliances. Once we received the appliances, I tried applying for the rebates but was not able to because they expired. I contacted several different people at Grand Appliance for help but they are all directing me to someone else. The sales associate said "he is not a rebate guy", and everyone else is telling me that I need to go through him. We are not receiving any help with this issue.

  

  Business Response

  Date: 08/28/2024

  While you were advised at the time of sale last June that your option was either builder pricing or retail pricing with rebates, we have pushed through a $400 rebate on your builder order that should be arriving to you via digital card in 7-10 business days.