Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 3rd, I bought a new washing machine from Good Deals Appliances in **********, **. It was delivered March 9th, 2024. The machine has a see through top so I can see what machine is doing. I put in a set of bed sheets and followed the Quick Reference Guide to start. I seen about 3' of water and then the agitator started agitating my sheets. I watched for a few minutes and no water-just dry sheets. I tried different options, per the guide, to no avail and found out when removing my sheets the agitator was tearing them. I called ****, my salesperson, and was told I had to have a repair man come out. On March 18th the repairman came. He said he was ordering a new computer water sensor and a new agitator as mine was not round and kept flying off into the washer tub. ********* stated he also found one motor "Error Code" but it gave no more info. I called **** and stated this was unacceptable. I have never yelled, raised my voice or cussed anyone. I was upset and said I did not want this machine. He said he would call his manager and get back to me. **** called stating they would replace this machine with a new one.On April 13th, 2024 a new machine arrived. BUT now I only had 1 1/2" of water when the panel read filling(with water) but instead was just agitating my dry clothes. I called Good Deals Within an hour of delivery and spoke to ****. **** had told me 6" of water was standard for washing clothes NOT 1 1/2"- I took my plastic ruler and checked for accuracy. **** said he would have **** call me..... No call on Sun, Mon, Tues. so I called Wednesday. **** is off on *********** **** stated this was normal for a washing machine BUT if normal why did they replace the 1 ST that had approx 3 1/2" of water. No callbacks.EVER ! I looked up guidelines for protesting a business and followed the law. *************************** called the police implying the sidewalk was in their lease. NEVER have I EVER had to deal with police. Never broken the law! 1st time for a 70 yr Grandma

  

  Business response

  05/03/2024

  The customer purchased a new washer machine and it was delivered March 9, 2024. The machine was replaced due to the washer reading error codes and was found by a certified appliance technician that there were several parts needing to be replaced. As dealer we received authorization from the manufacturer to replace the customer immediately to ensure we were taking of her. The customer received her new replacement on April 13, 2024. Shortly after delivery the customer contacted our office that the machine didn't seem to working correctly. Per the manufacturer guidelines we sent a certified appliance technician to diagnose the unit. Upon the technicians visit he found that the unit was operating as designed. He also noted that the consumer was interrupting the cycle causing the unit to drain and start over. The unit is designed to dispense the approximate amount of water while sensing the load and as the cycle continues it will add more water if needed. Due to the customers dissatisfaction with her purchase and the unit she chose we agreed to allow the customer to return the unit. The washer machine is scheduled to be picked up on May 4th and we will be providing the customer a full refund upon pickup. The customer was called and has accepted the resolution. 

   

  Thank you,

  Good Deals Management 

  Customer response

  05/06/2024

   
  Complaint: 21637823
  
  I am rejecting this response because:

  They are lying!  A service person was sent ONE TIME only with the first washing machine. There never was a second service repair man for the 2nd machine. So no 2nd service person to say I was in error!  I called and waited for a callback from **** for 5 days before sending my grievance to the BBB.  I spoke to **** today, May 6th, and am waiting till the end of this week to see if full refund is applied to my credit card. 

  Sincerely,
  
  *********************

  

  Business response

  05/10/2024

  As a business we document everything and keep it on file to be able to reference transaction's and conversations. There is no reason for us to be dishonest. We provided the best possible solution in which you asked for. We picked up the used washer machine at your home and provided you a full refund back on your original payment method. 

   

  Thank you, 

  Good Deals Appliance 

  Customer response

  05/18/2024

  Refunds have been received. Both for washing machine and extra warranty coverage.  Thank you, BBB.

  *****

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 24, 2023 we purchased a Maytag Dryer from Good Deals. It was delivered and installed on November 28, 2023. On aprox. December 4, 2023 it stopped working and we called Good Deals. They referred the service request to ******************** who then scheduled an appointment for December 8th. The technician came out and determined that it needed a part that he did not have with him. On December 13th a different repairman came out. He got the dryer working, but did not replace the part. On December aprox December 15th it stopped working again. On December 20th, The first repairman came and replaced the part, and it was working. On December 24th, it again stopped working. The repairman again came on December 29th, and said that in needed the same part replaced again, but he did not have it with him. He would order it and it would be installed next week. On January 3rd, I called the repair company to see when the service was scheduled, and now they are saying January 10th. I called Good Deals and requested that they have the service company expedite the repairs since the machine was new and this will be the 5th service call. The person who answered said " he was following the company protocol", and there was nothing he could do. This service is terrible. The machine is NEW and should not be having any problems, or at least we should not be made to wait WEEKS for service. It is a NEW machine!!I would like the machine repaired or replaced immediately!

  

  Business response

  01/05/2024

  We apologize you are experiencing service issues. We have immediately reached out to service via email on 1-4-24 to get a status on the repairs needed and we received a response from Gulf Coast this morning 1-5-24 (the service provider) that their notes state on the first visit to your residence they discovered it was an electrical issue with your home and not the machine.The second visit they made they found that the machine needed a new part in which needed to be ordered. They placed the order for the part and scheduled you for 1-10-24. They were able to move you up and called you this morning 1-5-24 to reschedule for 1-8-24 Monday however, received no response and they left you a detailed message to call back to confirm the appt. Please contact Gulf Coast back asap to confirm your new appt. We thank you for your business and apologize on behalf of service on any inconvenience this may have caused.

   

  Thank you,

  Good Deals Team. 

  Customer response

  01/08/2024

   
  Complaint: 21098261
  
  I am rejecting this response because:

  The first repairman came out on approximately December 4th. He checked the power to the machine and said it was fine. He did find that it needed  part, which he did not have with him. He said he would order the part nd come back "Next week". The following week I called Gulf Coast and they said I was not scheduled for that week, so I complained. They then called me back and said they could send a different technician. The technician came, checked the power and said the outlet was bad. He wiggled  a few things' and left with the dryer working. I immediately had the outlet replaced that same day Approximately December 13th). The machine stopped working again on approximately December 15th. I again called and they sent the first technician and he replaced the part that he previously said was bad ( approx. December 20th) . When he left it worked. It again stopped working on December 24th. He came again on December 29th and said that it needed the same part replaced again.. He also told me that he wanted to order the correct one since it had  different number than the one he had used to replace it. He said he would be back "Next Week". The next week on Wednesday Jan 3rd. I checked to make sure that they would be by to fix it on Friday ( They had previously told me they only came to my area on Wednesdays and Fridays) They said the part would be in on the 4th, but they refused to schedule me until the part was in hand. I complained. They did call me on Friday the 5th, at 8:54AM and left a message. I immediately called them at 9:03 AM and told them I would be available on Monday. They called me later in the afternoon and confirmed that they would be at my house on Monday afternoon. He just called and said he will be here around 3:30. 

  Hopefully it will be fixed today. I wanted to correct the false information in your reply.
  
  Sincerely,
  
  *********************

  

  Business response

  01/09/2024

  We sincerely apologize again for the inconvenience this has caused. We were solely just going by what was sent to us from the service provider. Thank you for clarifying for us. We appreciate it.  I was updated by the service provider that everything was repaired and in good working condition. Please do not hesitate to contact us if you need anything as we are here to assist you in anyway.  

   

  Thank you, 

  Good Deals Appliance 

  Customer response

  01/09/2024

   
  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, unless it breaks again!
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a washing machine last week. It was delivered on 3/22/23. The machine is defective. Does not work. Shakes against the wall. Gives all kinds of error codes. Called to return the machine and they refused to take it back without a 30% penalty. This wasnt buyers remorse. The product is defective. The sales person refused to transfer me to a manager and said Id get a call back. When I did not receive a call back I contacted our attorney who attempted to reach out to the store and the salesperson refused again to put a manager on the phone and then was hung up on. We are pursuing this legally since they refuse to handle it.

  

  Business response

  05/01/2023

  The washer machine was delivered and tested by our delivery team. It operated as it should at the time of delivery. Later that day, the store received a call from the customer's daughter. The customer's daughter was connected to our store manager. The customer's daughter stated that the machine was not working properly. Our manager, *****, spoke to the customer's daughter and told her that we can send out a new unit the next day, and take that one away. The customer's daughter refused and asked ***** to send our delivery team back and offer a full refund. ***** informed the customer's daughter that if she wanted to return the product, per her signed agreement at the time of purchase, we would need a general manager's approval and a 30% restocking fee would be issued. The customer's daughter became hostile and hung up the phone. Since that delivery date, we have not heard back from the client regarding her decision. Last week, we received a call from someone claiming to be an attorney, representing a client at the store, but did not disclose customer information. Several team members tried to assist him with the situation but he preceded to use inappropriate language several times. The team had to disconnect the call, after multiple warnings issued to him about his inappropriate behavior. The behavior of this attorney was very unprofessional.For legal inquiries, we are typically contacted through written requests, not via telephone. We are still willing to exchange the customer asap to provide her a new machine as we are always wanting to provide excellent service. The customer will need to contact ** with a decision. 

   

  Thank you,

  Good Deals Manager 

   

   

   

   

  Customer response

  05/01/2023

   
  Complaint: 19975141
  
  I am rejecting this response because:

  We attempted to speak with a manager and the employee insisted there was no manager available to speak with me and he would have a manger call ** on Monday. We received no call back from anyone at the store. Our attorney attempted to contact the store and he was also told there was no manager available to speak with him. He again identified himself and said he would hold until a manger became available and his response was send ** a letter and then disconnected the call.  The driver who delivered the machine DID NOT test machine.  It was defective from the beginning and we want a full refund.  
  
  Sincerely,
  
  ***************************

  

  Business response

  05/02/2023

  On the date of delivery, the customer had acknowledged and signed off on the delivery paperwork that the washer was tested and operating as should. The signed documentation, by the customer, is attached. ********'s daughter had called into the store, on the date of delivery, and spoke to our manager named *****. *****, the manager, is the one who approved an exchange for the next day. ********'s daughter became hostile on the phone and disconnected the phone call. ********'s daughter did indeed speak to our manager. Attached is a copy of the customer's contract, signed by the customer on the date of purchase, which states that there is a 30% restocking fee on purchases, plus freight charges, with approval of management. This was the second option the manager, *****, posed to the customer. The store would either provide a new unit the next day, or authorize a refund with the 30% restocking fee reflected. Since the day we delivered, the customer has yet to reach out to ** with a decision on the two options presented by the manager, *********** 

  In regards to the attorney, we cannot verify his legitimacy or relationship with the customer. As stated in our previous correspondence, the attorney refused to disclose any information with the store so that we could assist him. Legal matters are always handled by written form, not via telephone call. Secondly, the attorney was unprofessional and used foul language with the employees. He also threatened the employees. We do not tolerate that type of behavior, especially from a presumed attorney. After numerous warnings regarding foul language and inappropriate behavior, we had no choice but to disconnect a call. All future correspondence will need to be in writing. 

  In summary, the customer has two options approved by our manager, *****, for us to reconcile the situation. The store policy, in which the customer has signed, states that we will accept a return with manager's approval with a 30% restocking fee, or exchange the unit for a new one. This is the store policy in which all customers are subject to.

  Sincerely,

  Owner

  Customer response

  05/18/2023

   
  Complaint: 19975141
  
  I am rejecting this response because:

  On the day of the delivery the driver hooked up the machine but did NOT stay to see if the machine actually worked. 

  I reached out to the store immediately and was told there was no manager available to speak with me and would get a call back from someone on Monday. Its been three weeks and not one person has reached out or made any attempt to rectify this situation. 

  The paperwork that was given is called a shrink wrapped contract. The 30% restocking fee was not disclosed until AFTER payment was taken. And the machine was defective on the first attempt to use it. 

  The only resolution that is acceptable at this point is a full refund.  

  A phone call from an attorney is common business practice and a professional courtesy to try to resolve a situation without the need for costly litigation. 

  If they do not want to comply with refunding a defective product Id be happy to move forward with legal paperwork. 

  
  
  Sincerely,
  
  ***************************

  

  Business response

  05/18/2023

  As stated in previous correspondence, the customer spoke directly to our manager, *****, who offered them a replacement to be delivered the very next day. The customer refused and hung up the phone. The customer since then has not contacted **. Recently, the store received a stop payment for the purchase, although the customer still has the product in their home. Due to the stop payment that the customer has issued, the store cannot provide a resolution until the payment dispute is resolved. 

  At this time, all future correspondence will only be accepted in writing between the store and the customer. If the customer would like to communicate with the store, they can provide ** their e-mail. 

  Sincerely,

  Good Deals Management

  Customer response

  05/24/2023

   
  Complaint: 19975141
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  As previously stated, not one person has reached out to rectify this situation snd it is clear they have no intention of making this right. 
  

  We will wait 48 hours for complete resolution. Meaning, (1) full refund and (2) removal of defective merchandise. 
  

  if I do not have resolution the next correspondence will be from our attorney against C & A Appliances dba Good Drals. 
  

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

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a stove from good deal with an extended warranty. The stove failed after 1 year 6 months I called it in for service and now 5 months later they cant fix the stove. Refuse to replace it and wont even call me back. I asked to speak to owner and was told he was unavailable. I have been waiting 5 months with no communication fro the store. They tell me its not their problem. As I told them I didnt do business with anyone but them.

  

  Business response

  10/27/2022

  Customer called in on 10/24/22 for his burner on his stove not operating. The service order was submitted same day 10/24/22 to the warranty company New Leaf. The warranty company submitted to a locate service provider Gulf Coast Appliance in which ordered the part to make the necessary repairs. Gulf coast is waiting on the part and they are expecting for it to come in end of this week or next week. Once the part comes in they will schedule with the customer immediately and get the repairs completed. This was confirmed with Gulf Coast today and the customer received a call from us to give them an update. 10-27-22 

• Initial Complaint

  04/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I bought a refrigerator, range, microwave oven and a dishwasher from Good Deals on 12/18/21 we received the appliances just a few days before Christmas after about 5 days later the dishwasher stopped working we called Good Deals and they set a time for the service, Golf Coast Appliances, they use for repairs we had to wait 3 weeks for someone to come and look at it when they did come we were told it was the pump and we needed a new one. We were then informed there wasn't any in stock and we would be contacted when one was received. We were just told a week ago that Kitchen Aid decided to replace the dishwasher since they couldn't get the parts we are still waiting for the replacement and it is now April 30 2022, We explained to Alex a manager at Good Deals that we were going to Vermont for the summer on May 1 he assured us that if the dishwasher was received by them after we were gone he would hold it for us until we got back we then asked him to send an email to us indicating that to us he has been asked a few times for that email and he says of course I will send it to you when I get off the phone well still no email. I would like Good Deals to honor their product and replace the dishwasher or refund us the amount we paid for it $799.99 plus tax. I really feel like we are being ignored and that they have no plans to make this right.

  

  Business response

  05/20/2022

  Business Response /* (1000, 5, 2022/05/03) */ Contact Name and Title: Chelsea R.GM Contact Phone: XXX-XXX-XXXX Contact Email: *******@gooddealscc.com Customer is being replaced directly by the manufacturer Kitchen Aid. The customer was informed by Good Deals management that when we receive the dishwasher at our location we would be happy to hold the unit until they came back to Florida.We then would schedule delivery with them. The customer was sent an email ( please see the attached copy of email ) on April 30th 2022 at 11:08 am with the information the customer requested.

*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. ↩