Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/02/2024
Type: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.
Complaint: 21932200
I am rejecting this response because:First, why I need to call Whirlpool when Grand Appliance & TV sold me a broken washer is beyond me. However, I did call Whirlpool and was told that Grand Appliance & TV are the ones who need to approve replacing this washer with a brand new working washer, which is what I paid for. The repair service that came out told me that this washer was probably purchased and returned. They said it was not new and that I should ask for a replacement. I have called Grand Appliance & TV more than a dozen times and each time I am promised that someone will look into this and return my call, I get NO callback. Latest call was on 7/9/2024.
I want a replacement. A brand new washer. No credits or anything like that. This thing was broken when delivered. If it was something that I could carry back to a store, I would return it for a replacement because it does not work.
w one of the same kind. If this was something that I purchased and could carry back to the store for an exchange, I would, but *************************** will not replace the washer. I also spoke to Whirlpool a few times and they said the store should exchange the washer for a new one. I did not pay for a refurbished machine. I paid for new. I also paid for an extended warranty on these new appliances and was told that even if I choose to have them repair the machine, since it is a stackable unit, I am responsible for the labor cost for the 2nd technician that is required. I want a new washer. My previous stackable unit was 22 years old and never had an issue with them.
Sincerely,
***************************
Business Response
Date: 07/08/2024
Hi, ******. When you spoke to Whirlpool, did they provide authorization to replace?Customer Answer
Date: 07/15/2024
Complaint: 21932200
I am rejecting this response because:I want a brand new replacement and have said so since I purchased this piece of junk. The store needs to make good on this. I shouldn't need any repairs immediately after installation but I did. They came out 3 times. This is a refurbished machine, not new. The techs that came out said so and that this store sells appliances that are returned to store.
Either store contacts Whirlpool and make arrangements to replace the washer with the same one that will work with the stackable dryer, or just come pickup the washer and dryer and I will go to a reputable place to purchase new appliances. I have never received any appliance anywhere else that needed a service call the week it was installed or multiple calls thereafter. My last set of Whirlpool Duets was still working after 22 years at the time I purchased these new ones. I'm not making any more phone calls. It is on Grand Appliance and TV to make whatever calls they need to and fix this.
Sincerely,
***************************Business Response
Date: 07/11/2024
If repair is not able to resolve the issue, we can ask Whirlpool for authorization to exchange.Business Response
Date: 07/16/2024
You were sold a new unit with a full manufacturer's warranty. If the manufacturer determines it is not able to be fixed, they will provide a replacement unit.Initial Complaint
Date:11/07/2023
Type: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.
Complaint: 20837146
I am rejecting this response because: I do not wish to purchase an extended warranty from the company as I do not have any faith in the store. My dispute is the price I paid for a 4 year old unit, and the fact that it was not disclosed to us that we were purchasing a unit that old. We would have chosen to spend the same amount or less on a brand new unit.I don't understand why no-one from this store will acknowledge the fact that this was dishonorable to sell a 4 year old unit without disclosing that fact. Especially when a new range could have been purchased for less or the same price. I keep hearing how it was discounted and warranties are offered. But it has yet to be acknowledged that this was a deceitful act on the stores part.
e price was way too high for a 4 year old unit.
Sincerely,
*********************Business Response
Date: 11/14/2023
The range was already marked down as clearance from $1,457.10 to $899.00 and carries a full manufacturer's warranty, with an extended warranty available through Grand Appliance. We are not able to offer any further discounts on this item.Business Response
Date: 11/10/2023
The unit you purchased carries a standard parts & labor warranty from the manufacturer, and is not impacted by the manufacture date you shared. If you would like to purchase an extended warranty, Grand has plans available at a fixed price that would likewise not be affected by the putative manufacture date.Customer Answer
Date: 11/10/2023
Complaint: 20837146
I am rejecting this response because:I am disputing the price I paid for the unit being 4 years old. As stated previously I am requesting a partial refund due to its age and the fact that this information was not disclosed in the sale. If it was disclosed I would not have agreed to pay $900.00
Sincerely,
*********************Initial Complaint
Date:03/22/2023
Type: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.
Purchased on 2/16/2023 from Grand Appliance ***********. We purchased range, dishwasher, microwave and refrigerator from *************************. Delivery for microwave was delayed until 3/17/23 due to back-order issues. **** came to install microwave and after leaving I realized they left a mess of sawdust, then noticed the cabinet trim destroyed. I contacted Grand Appliance via phone, called over ten times during business hours and reached voicemail all times. Left two messages. No one ever returned any of my calls. I called and texted our salesman, ************************* six times with my instillation issue and sent photos to the same cell phone he was calling me and texting me from since the date of our sale, one month earlier. I also texted him a 7th time on Monday, March 20th. NO reply.Business Response
Date: 03/22/2023
********************. We only show two short phone calls placed on 3/17/23, but no messages were left. We have reached out to the installer with your complaint and asked them to reach out to you regarding resolution.Initial Complaint
Date:11/17/2022
Type: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.
Complaint: 18420324
I am rejecting this response because: The business response is incorrect.I provided them a copy of my contract that clearly states, "when a replacement is provided such replacement product will be assumed as the Covered Product" Pursuant to your originally purchased contract and will be covered for the remainder of your original contract term.
Copies of this contract were given in person to the store manager **** in ***********. **** agreed that according to the contract the warranty is still in effect for the replacement unit. I don't know how this could be made any clearer.
Sincerely,
resolving this matter since Grand and their **************** continues to ignore the proof I provided them regarding the validity of the Service Contract regarding a replacement unit. It appears Grand has no intention of resolving this matter.
*******************************Business Response
Date: 11/18/2022
The warranty company has shared that the warranty is fulfilled when a replacement product is provided. As you did not purchase a replacement warranty, there is no extended coverage on the new unit.Business Response
Date: 11/21/2022
The language you have been citing is referring to product replaced by the manufacturer's warranty, not the previously used extended warranty.Customer Answer
Date: 11/22/2022
Complaint: 18420324
I am rejecting this response because:Your response is totally incorrect.
The language cited is from the extended warranty purchased from Centricity when the unit was purchased not the original manufactured warranty.
I provided the original extended warranty contract in person to the *********** store manager with the language regarding the question of whether the extended warranty extended to the replacement unit highlighted.
Please read the documentation I provided, and you will find this to be true. I don't understand why you keep denying this simple repair which is under warranty.
Sincerely,
*******************************
Business Response
Date: 12/14/2022
Again, we apologize for the confusion, but the language you have been citing is referring to product replaced by the manufacturer's warranty, not the previously used extended warranty.Customer Answer
Date: 12/14/2022
Complaint: 18420324
I am rejecting this response AGAIN because:Again, Your response is totally incorrect.
The language cited is from the extended warranty purchased from Centricity when the unit was purchased NOT the original manufactured warranty.
I provided the original extended warranty contract in person to the *********** store manager with the language regarding the question of whether the extended warranty extended to the replacement unit highlighted.
Please read the documentation I provided, and you will find this to be true. I don't understand why you keep denying this simple repair which is under warranty.
Sincerely,
*******************************
Sincerely,
*******************************
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