Complaints

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two high end Miele dishwashers and a delivery was scheduled for May 29th. One appliance was refused as it arrived damaged, badly dented.The other dishwasher was installed and it came with no warranty cards or product information. I questioned whether it was a used or previously sold product and was informed by the manufacturer that it was a previously sold / refurbished/ sold product. The unit was also installed incorrectly as it is not flush or level. Finally the installer broke my kitchen cabinet jingle and the door fell off. The installer also decided to cut the kick plate from the manufacturer in half because he couldnt install it properly so it wouldnt rub against the door. He never mentioned he was cutting it in half.I requested that they compensate me for a new door and also deliver two new appliances along with taking back the one that is damaged and was never new.Ive never had such a bad and semi fraudulent experience.

  

  Business response

  07/12/2024

  Specialty Appliance Went out on 5/2/24 to install two dishwashers and custom panels. Unfortunately, we arrived with one unit that was damaged and could not be installed, and another unit was installed but our installers damaged the toe kick and did not have the user guides and manuals.  During this visit to the house our installers also damaged the hinge on their cabinet door under their sink.  After speaking with **** (*********************************) we agreed that we would install two new units on 6/3/24 as well as agreeing to have ******** Flooring come out to fix the hinge on the cabinet below the sink.  Our team went out and installed two new dishwashers on 6/3/24 and returned the defective unit that was previously installed in the house.  ******** Flooring completed the fix on the hinge in the cabinet under the sink on 6/21/24

  Customer response

  07/12/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The salesperson, **** sold us a refrigerator that didnt have the correct stainless steel panel, we only had our card charged for a few minutes before the salesman and we found the error and now we are having trouble getting our money back as promised. They were able to charge the card immediately, but somehow a week later their process has not refunded us yet and our credit card is still encumbered. It seems like they are purposely holding peoples refunds.

  

  Business response

  01/02/2024

  This customer was refunded immediately, refunds issued take **** business days. She was  was informed of this by the payment processor. This is the credit card companies policy and Special Appliance does not have the ability to make this happen any faster. The customer was informed of the time line via email, phone and text message by Specialty Appliance. 10 Business days is approximately 01.04.2023. The documents showing the refund and communications telling her about the **** business days are attached.

   

  Thank you.
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/7/2022, I ordered a Miele Washer from Specialty Appliance's Outlet store at *****************************************************************************. The machine was a floor model, and I ordered it after checking that it was in as-new condition at the store. The machine was delivered and installed at my place by Specialty Appliance technicians on Aug. 5th. Immediately after the installation, we noticed a crack of the front door of the machine, as well as additional damage (dents, scratches and a hole) on the front side of it. These are not the conditions that the machine had been sold to us in. The damage must have occurred during transport to our place or during installation. I contacted the sales person, ***************************** (mob. phone #: **************; work: **************) several times since then, to request that they fix or replace the unit. As of 12/2/2022, nothing has been done. ********************** told me that the company would replace the front door at no cost to me, but he declined to commit to fixing the rest of the damage. I am looking for the machine to be repaired or replaced at no cost to me.

  

  Business response

  01/09/2023

  **************** Manager ************ spoke with ******* and the determined that since the replacement door on the Out Of Box unit that he purchased was taking so long to come in and ***** had some New washers coming in stock within just a few short weeks, we told ******* that we were just going to replace his machine with a New in Box unit.    He was satisfied with that.    The new unit is on order GO12052052 and the return ticket for the Out Of Box unit is GR12062019.    The new machine is supposed to arrive to our warehouse approximately around 12/30/22.  A ticket was submitted to delivery &  dispatch for them to call the customer and arrange the exchange of the New one for the Out Of Box unit.   

  Customer response

  01/09/2023

   
  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.
  
  Sincerely,
  
  ****************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a $32K Miele kitchen appliance package from Specialty Appliance. This included a Miele refrigerator priced at $9099. The refrigerator did not work post install and this was noted on the install receipt. A service call was made to correct the issue. The tech determined a part needed to be replaced and ordered it. We waited, when that part did not fix the issue I reached back out to SA and asked they review. It was then determined a second service call would be made and another part replaced. This also failed to fix the refrigerator. I again asked for review and having patiently waited several weeks I have still not received a response as to how this will be rectified. I do not wish to accept a $9099 fridge that does not work as intended. I have stated to Specialty that a refund or replacement with an alternative model will be acceptable given the repair company has stated they cannot fix the issue. Even though an alternative model will cost me more as I will need to have new panels made. But Specialty has not offered any solution to the problem as yet. It's been months since a faulty refrigerator was supplied and I need real progress on a solution.

  

  Business response

  08/30/2022

  I responded back to *************************** on 8/16/2022 when he inquired with management about coming to a resolution for his refrigerator issue.  Replacing the refrigerator with a different model was agreed upon by myself and ****************** on 8/17/2022 after he decided on all of the particulars and getting the new cabinet panel specs for the replacement refrigerator.
  
  We touched base again on 8/25/2022 after I had a chance to speak with the Miele Representative about the replacement.  I informed ***************** we have will be ordering the replacement so he could order the replacement panel.  Followed-up again on 8/30 to discuss the Eta for the new refrigerator is currently February ********************************************** his house until the new one arrives.  There will not be a refund in a difference payment until the current refrigerator is uninstalled and returned to our warehouse in February 2023.  ****************** replied via email (8/30/2022 12:16 pm) stating we are good to close the BBB complaint and move forward.
  
  **********************;
  ************ & ******************** Manager

  Customer response

  08/30/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Feb 22 2021 we purchased an order for several appliances, including a Bosch oven. Specialty Appliance required 50% total invoice, which we paid Feb 22 2021. We made a change to the Bosch order March 29 2021 (for a combo unit). SA required full payment including installation fees May 24 2021. We paid all that. Original promised date of delivery for the Bosch combo oven was August 4 2021.It is now April 15 2022 and we have seen several promised delivery dates come and go with no delivery. More than a year from original order and we still have no oven and no firm delivery date. I've never had a business hold my money for a year without delivery. I just want delivery of the appliance with no more stalling and empty promises!

  

  Business response

  04/28/2022

   

   

  The Customer was contacted on Monday, August 18th and was offered half their money back until their product arrives. The refund was completed the same day and the check was mailed directly to the customer. We have been in contact with the manufacturer and they have prioritized this back-order product, but are experiencing severe parts delays which is halting production of the product. We have stayed in touch with the customer regarding the ongoing delays and have also offered other product options. However, none of these solutions will work as they already have the cabinets cut. Also, the rest of their appliances that are already installed match the back-ordered product and the customer doesnt want to switch. Lastly, the customer has told us that they are reaching out the manufacturer directly in hopes of further escalation.

  Customer response

  04/28/2022

   
  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. I would like to see future communications from Specialty Appliance be pro-active and responsive when we call for status updates
  
  Sincerely,
  
  ***************************

*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. ↩