Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8 2024 I purchased an ** Washer and Dryer from Topline Appliance, **************, ******* location.I paid a total of $1193.80.$496.95 plus tax for the washer $496.95 plus tax for the dryer $28.95 plus tax for the dryer cord $25.95 plus tax for the dryer vent hose and wire relief clamp $36.95 plus tax for the washer hoses $29.95 plus tax for delivery. Shortly after installation I had to go away. When I returned on June 27, 2024 and used the washer and dryer, the dryer set off the smoke alarm and burned/charred the inside of the dryer. I called the Topline and the representative that answered said it was probably a blocked vent and I should have the vent inspected and cleaned.I paid $189 to have the vent inspected and cleaned ($134 for cleaning and inspection and $55 for a new hose that complied with safety code). As a result of the inspection I learned that the hose installed by Topline did not meet safety code, and it was not connected properly-it was loose. Also the strain wire relief clamp I paid for was never installed by Topline.I attempted to contact the owner of Topline but he did not return my calls or emails. I contacted the store manager who sent someone out to install the clamp. I requested reimbursement of $189.00 for the inspection and the new code compliant hose. I also told then about the damage to the dryer. Topline refused to reimburse me or take responsibility for the improper installation which resulted in smoke alarm going off, a burn/ charred dryer inside, and the cost of the inspection, service, and replacement code compliant hose. I would also request compensation for the damage to the dryer (charred inside) as a result of Toplines faulty installation, but I dont know how to calculate a monetary value for that.I have receipts and a picture of the burned inside of the dryer but was unable to upload them at this time.

  Business response

  10/24/2024

  I'm sorry you had these issues.  The delivery guys did not install the cord clamp, which we did come back out to install.  I'm sorry.  Pertaining to the dryer vent...the vent we use is thick UL approved venting which is allowed by ALL manufacturers.  There is nothing wrong with the vent.  Also, charring on the inside of the dryer where the heater is, happens as soon as you turn on the heat in the dryer.  That is where the heat gets distributed inside the ****.  ALL dyers get these marks.  Next time you are at someone else's residence, please look at their ****, you will see the exact same marks at the heater.  Feel free to contact ** and they will be more than happy to explain that the venting we use and the charring by the heater vent is normal.  The smoke alarm going off was from the blocked vent that you had at your residence.  This had nothing to do with the dryer or Topline.  Topline fixed the one issue we created.  The blocked vent charges were from you and we are not responsible for them.  The venting company took advantage of you and charged you for more expensive venting, which did NOT need to be replaced.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/10/24 I purchased a dishwasher at this location . For the amount of $643.98 the appliance was delivered on 8/13/24 but it was the wrong brand and appliance . I returned the product and called the store . They are refusing to credit my credit card because of their contract. I was never given a contract . The person that answered the phone did not offered for any replacement of the correct appliance.

  Business response

  10/01/2024

  We tried to install the exact dishwasher that you purchased and you said it was the wrong one, which it was NOT.  The model you purchased per the signed sales invoice was the exact model we delivered.  You never came back into the store.

  Customer response

  10/01/2024

  When I purchase the dishwasher. I knew what I want it . The invoice has a lot of numbers but not the dishwasher brand , I did not want a Frigidaire and that it was delivered. It was not installed, I saw it while it was in the garage and that was when I called the store . Whoever I talked insisted  that was the one . I disagreed . It was returned, I was never ask to come to the store  the person was rude . the same day I returned the dishwasher I went to Homedepot and bought what I wanted. Now they have dishwasher and the payment from my credit card.   Where are my rights as a consumer?? 

  Customer response

  10/02/2024

   
  Complaint: 22359840
  
  I am rejecting this response because:

  When I purchase the dishwasher. I knew what I want it . The invoice has a lot of numbers but not the dishwasher brand , I did not want a Frigidaire and that it was delivered. It was not installed, I saw it while it was in the garage and that was when I called the store . Whoever I talked insisted  that was the one . I disagreed . It was returned, I was never ask to come to the store  the person was rude . the same day I returned the dishwasher I went to Homedepot and bought what I wanted. Now they have dishwasher and the payment from my credit card.   Where are my rights as a consumer?? 
  
  Sincerely,
  
  ****** ****

  Business response

  10/03/2024

  I'm sorry but the model you purchased was a Frigidaire and that is what we delivered.  You had looked at several models, but ended up on that price point, which was the Frigidaire.  I have video proof on the salesperson pulling the tag from the Frigidaire while you were standing right there and write you up.  You never said you did not want that model.

  Customer response

  10/27/2024

  Sorry I did not respond to your message but I dont own a computer the only way of communication is my phone and I had problems communicating. Regarding Top appliance they are not telling the truth  I have pictures and videos showing the time they spend in my house . I was never ask to go to the store. They have the dishwasher that I returned because it wasnt the one I purchased and the payment from my credit card company. 

  Business response

  10/30/2024

  We stand by our original answer to your complaint.  We have video proof of you standing in front of the dishwasher you purchased, the salesman taking the price tag off of the specific dishwasher you purchased and then you walking over to the sales counter and purchasing the exact dishwasher you picked out.  You received the exact same dishwasher model that you purchased.  When the salesman talked to you on the phone, you didn't want to hear any of that.  He asked you to come in to the store and you refused.

  Customer response

  10/30/2024

  The dishwasher I picked was a Hot Point , you deliver a Frigidaire, I am willing to go to the store and see your video. My believe is the tag or the magnet ( it was a magnet with the description) was on the wrong dishwasher. Again I purchase a Hot Point not a Frigidaire. Like the store I also have video that shows that the dishwasher was never installed. Which is the information sent to my credit card company.  Again I did not want a refund I want it the dishwasher that I picked and pay for . I was never asked to come to the store. It  doesnt give the store the right to keep the dishwasher and the payment for the dishwasher that I never received. Because it was the Wrong one and it was returned.   All I want is the credit on my credit card . I DID NOT WANT A REFUND. I  wanted the dishwasher I purchased.  I also stand on what I said before and what I say now. 

   

  Customer response

  11/05/2024

   
  Complaint: 22359840
  
  I am rejecting this response because:

   

  The dishwasher I picked was a Hot Point , you deliver a Frigidaire, I am willing to go to the store and see your video. My believe is the tag or the magnet ( it was a magnet with the description) was on the wrong dishwasher. Again I purchase a Hot Point not a Frigidaire. Like the store I also have video that shows that the dishwasher was never installed. Which is the information sent to my credit card company.  Again I did not want a refund I want it the dishwasher that I picked and pay for . I was never asked to come to the store. It  doesnt give the store the right to keep the dishwasher and the payment for the dishwasher that I never received. Because it was the Wrong one and it was returned.   All I want is the credit on my credit card . I DID NOT WANT A REFUND. I  wanted the dishwasher I purchased.  I also stand on what I said before and what I say now. 

   

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

  Business response

  11/05/2024

  I'm sorry but you did NOT pick out a Hotpoint Dishwasher.  The reason I know this is that we do NOT display Hotpoint dishwashers.  The only Hotpoint dishwashers that are on our floor are scratch & dent models, which we both know you did not pick out.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new ****************** and dryer from Topline Appliances for $2639.97 on Nov 22, 2024. Over the last 3 months, several towels have come out of the laundry shredded, I took the shredded laundry to Topline and spoke w a sales associate named ******, He was shocked at the damage and went to the back to speak to the owner, who told him I have to go through Speed Queen because its under warranty. I asked ****** to talk to him again because their website says "they promise to be there for the life of the appliance, and offers service of all their merchandise," The owner said no and did not come out to speak to me. After a week , ***** Queen sent a repair tech , who believes the damage is coming from the dryer. however, he could not identify the cause, Speed Queen has not contacted me, but told the tech , they will do nothing because he cannot identify the problem. I called Topline twice to speak to the owner, I was instructed to send pictures and he would call me. He has not called. I cannot do any laundry because this is an intermittent problem and i don't want to shred any more laundry. I would like a refund for the purchase.

  Business response

  03/15/2024

  I'm sorry you are having these issues with your ****************** and dryer.  This issue needs to be handled by Speed Queen and not Topline.  *** machines were clearly working fine for the first two months of ownership.  Now something has happened to cause this issue.  You will need to narrow down the issue on whether this is happening from the washer or the dryer before any service can be arranged.  *** service technician will not dissemble both machines on a whim.  Speed Queen produces and handles ALL service calls pertaining to their product.  This is how Speed Queen is set up to handle service issues.  *** manufacture has certain criteria to offer anything besides a full repair, not Topline, according to your warranty through Speed Queen.  I am sorry that you have to follow *********************** for service, but this is how they work.

  Customer response

  03/22/2024

   
  Complaint: 21433731
  
  I am rejecting this response because:
  The service tech was unable to determine whether the washer or the dryer is tearing the laundry. This first happened the week that the appliances were delivered. I thought it was odd. Over the next three months, several more linens got shredded. It seems that one item gets caught on something in the mechanism. I will never shop at Topline again, and I'll post reviews accordingly.  $2600.00 is a lot of money lost on defective appliances. 
  Sincerely,
  
  ***********************

  Business response

  03/25/2024

  Like I said earlier, you have to find out which machine is malfunctioning. Speed Queen will help out. Without some effort on your part, this wont be resolved. Threats and belittling us wont expedite this matter. We WILL help you but you have to help the matter first

  Customer response

  04/02/2024

   
  Complaint: 21433731
  
  I am rejecting this response because:

  Speed Queen sent another technician out today.  He took the agitator out of the washing machine, inspected both the washer and dryer. He could not determine what is shredding my laundry.  He reported to Speed Queen.  They offered no resolution. I am requesting that Topline allows me to exchange the washer and dryer for another brand.  
  
  Sincerely,

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

  Business response

  04/03/2024

  I am sorry you are having these issues.  This has always been a warranty claim through Speed Queen not Topline.  We did not manufacture the machines we are only an authorized retailer for Speed Queen.  You must go through Speed Queen to get this exchanged.  All of this information is in the warranty package that was included in your washer and dryer.  We can only help facilitate this, which is what we have been doing for you.  You must start this process on your own first, then we can help expedite this.  No manufacture will allow the retailer to start this process.  This is to eliminate the possibility of fraud on our part.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GE washing machine from Top Line appliances in ********* ******* approximately 2 months ago I was told there was a one-year warranty on the washer. I asked the salesperson if this was a heavy duty washer he stated yes. Less than 1 month after having the washing machine I could barely put any clothes in it without it being in a vibration mode and shaking all over the closet and then it would shut itself off I called Topline appliances and reported it and told them I wanted a different washer this thing is not heavy duty the capacity is non-existent. I was told that they had to send a technician out to test it and see what the issue was before they would do anything. GE technician came out said that it was out of balance that when it was installed they did not balance the legs on it he balanced it it worked okay for about another 30 days now I can barely wash anything in it without it shaking all over and turning itself off all over again. Tonight I washed two queen size sheets and two towels the washing machine shook so bad when it tried to spin it cut itself off and started a cycle all over again I had to take the soaking wet clothes out of there to a friend's house to finish getting them spun out so I could dry them. Worst washing machine I've ever had in my entire life and I am 74 years old! I plan to call them again with this issue on Monday let's see what kind of story they give me this time. There is a one-year warranty and I'm going to make sure they abide by it. I spent $500 for this washing machine that is nothing but a piece of trash.

  Business response

  02/19/2024

  I'm sorry that **************** is having these issues with her GE washer that she purchased in November for $400.  She received a great deal on a new heavy duty washer that comes with a 1 year warranty from GE.  This unit is 4 months old.  You will need to contact GE for further service.  If *************** this unit unrepairable then they will handle the exchange.  We can assist you in getting a service appointment if you wish.  I am sorry that you are having issues.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 4 piece kitchen set during the remodel of our vacation home in Florida on Dec. 31, 2022. Told the salesman upfront that we were not ready to have them installed but did not have any concerns that there would be any issue if we had a problem with the appliances. We left to go back home to Ohio before the dishwasher got installed. End of March, we installed the dishwasher which did not work. We called the store. One of their technicians stopped by the house that evening to look at the dishwasher. He stated that it looked like the motherboard was not working due to not getting enough power. He told us to uninstall the dishwasher and take it back to the store the next day which we did. We then were told that the owner would not refund/exchange the dishwasher. He would send another repairman with one of his contractors. The contractor called the same day but could not schedule us for the week we were in Florida. Called the store back. Was told to call the warranty number. We did. Scheduled an appt for the next day. No show-no call! Called the warranty number back, They provided number of the repairman. That number was disconnected! Called the warranty number back. Couldn’t send someone out for another week in which we will not be in Florida. We will not be returning until June. Now we are stuck with a dishwasher that we paid $450 for that doesn’t work. I have read other comments written by the store. Buyer beware.

  Business response

  04/12/2023

  I am sorry you are having these issues.  However, this is a manufacturer problem.  The dishwasher comes with a 1 year factory warranty which ********** will gladly fix for free.  This dishwasher was purchased over 3 months ago and cannot be exchanged or refunded.  You are already trying to dispute the credit card charge.  Also, we never sent out a service tech the same day you called and he certainly did not tell you to return the dishwasher.  ********** will fix the problem that's why they give it a 1 year warranty.  Just like if you bought a TV that is 3 months old.  They would fix it.  I'm sorry.  I would suggest calling ********** and scheduling a service call for when you return in June.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******* refrigerator for a total of $1,839.22 including tax and required parts (water line). The fridge was delivered and set up with the technician noting it was operating with “factory settings.” Unbeknownst to anyone, the fridge was actually in demo or floor model mode. I phoned ******* and they contend that the fridge would have had to been a floor model and in that mode prior for that to be the case. Topline contends it was new. However, I have my doubts given the manufacturer indication. I paid the price for a brand new fridge, not floor model. Additionally, as a result of floor model mode, the fridge and freezer did not cool completely. This was discovered in the morning, 18 hours later. I had to discard close to $200 worth of food. After 10 calls, I was told the owner would give me a credit of $100 if I purchased a washer, dryer, range AND oven in the new three months. Obviously that is an egregious ask. I also inquired about the tax free exemption and the explanation of how they take it off the price but then charge you a line for tax is confounding and does not sound correct. None of this was disclosed to me before I purchased and only after I asked and asked again. My third issue concerned the 5 year warranty. I received no paperwork stipulating the terms. When I asked, they emailed me a flyer but no legal document outlining the terms. It would also seem that their warranty is duplicative with the manufacturer warranty included which was not disclosed. They did refund my warranty cost when I asked. The crux of this complaint is that I believe I may have been sold a floor model but paid full price. I would like to be compensated for that and the cost of my lost food. The demo mode issue was their fault and they should stand by that. Dozens of phone calls, rude behavior and talking down to customers is unprofessional. I was always kind and courteous when I called. I would also ask that the tax free methodology they use is investigated.

  Business response

  03/07/2023

  The customer purchased a brand new ******* refrigerator, which is what was delivered.  I'm sorry that it was in DEMO mode, but that is not our fault.  The manufacturer does NOT pay for food loss which is the same policy as Topline.  We offered the customer a $200 in store credit towards the purchase of future products which she said she was going to purchase.  The following phrase is directly from the ******* instruction manual.  "After you have installed the refrigerator and turned it on, allow the appliance to stand for 2 hours before loading it with food."  Had the customer done this, there would not be any food loss.

  There was not a tax free discount given because the refrigerator does NOT meet the criteria of being "Energy Star" Rated per the Florida Government.  This was told to the customer.  The customer looked at several other refrigerators that were Energy Star but went with the cheaper option.

  The extended warranty is not a duplicate...it extends the warranty to a full 5 years, whereas the manufacturer's warranty is only 1 year.  We handed the customer a brief synopsis of what is covered under the extended warranty, all she had to do is go on their website and download all the legal specifics.  This is mute point because the customer requested a refund on this and it was already given back to her.

  Nothing else is owed to the customer.  We already went above and beyond.

  Customer response

  03/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: very little of what the business says is true. However, I expected no different and I have asked BBB to close this matter. Given the store’s behavior up until now, I expected no recompense and you did not disappoint. Nevertheless, the tone of this response is exactly what people need to see to prevent them from making the same mistake I did in purchasing from Topline. And if that is the result of this complaint, that is enough. I have been nothing but cordial, respectful and kind in all of my correspondence and communication with Topline. Besides that I am a customer, I think people deserve that kindness no matter what. Instead, Topline has continuously replied with rudeness, acrimony, a lack of professionalism and defensiveness. You can see the same on every Google review online. As I noted, I have given up on any recompense, but to refute the various points: The offer from Topline after the demo mode error was $100 off the purchase of four appliances within three months. So, essentially, it would have forced me to spend $4000+ or more at your store for $100 off in an extremely compressed timeframe. Not much of an incentive for me, a significant reward for Topline and quite a lot of strings to say the least. Secondly, I was told to put the food in the freezer immediately and that the fridge was on factory settings. I was not told to wait. Thirdly, I was not told about the tax free offer, but then opted to purchase the cheaper version. I wasn’t aware it even existed until an email from ******* days after my fridge delivered and I registered the unit for manufacturer warranty. Finally, the manufacturer warranty is for 10 years. It almost exactly parallels yours, you provided nothing but the flyer to me as it pertains to the terms of the warranty, and only after I asked. All that said, as I indicated, I have told BBB to close this matter. I don’t think you behave in a very professional way, but, unfortunately, there is no law against being rude. People can simply opt not to shop with you and, ultimately, that should be the result of how you treat people and handle matters.

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/22/2022 We purchased a refrigerator from topline. There was a tax-free on any appliance that was energy star and under $3000.00, which the one we bought would be entitled to. When we checked out there was a $184,19 tax that they charged us. I explained that there should not be any tax but the salesman gave me a real "Razzle Dazzle" I contacted the ******* **** of ******* and I filled out every form I needed and hand-delivered them to Top Line at the same ********************* store on a Friday, and told the same salesman that sold us the refrigerator and explained to him about the paperwork needed to be filled out by them including their tax number. He said he would hand deliver them on Monday to the proper person. As of yet, they have not responded to me or to the **** of *******. Just one last thing I'd like to mention if they did this to me how many more did they do this too?

  Business response

  01/10/2023

  As we explained to you several times, our computer system does not allow us to make 1 line item non taxable but charge taxes for the other line items. So what we do is discount the tax off before the sale to make the price cheaper. The computer then adds in the tax on the total sale. Which makes it equal to the original amount of the product. It shows the discount right on the product. This in turn is the same thing as not charging tax. I know math is involved which may be a little complicated to you but it equals to the same thing. It is NOT RAZZLE DAZZLE! We are not taking your money. I am also offended to the accusation that we do this to everyone else. How dare you make that accusation. We have explained this to you several times. Please take this to someone that is proficient in math to explain this to you. We have explained this to you several times and you aren't getting it.

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Firstly it was not explained to me several times only the day we made the purchase, it didn't sound kosher then and does not now. I am sorry that they were offended it is the way I feel, I would like to add something that has no merit to this complaint but I also complained about a dent and scratch which I sent pictures to topline and was told that the person in charge would get back to me after he returns from vacation; I guess he's still on vacation as I have not heard back.
  Getting back to the original complaint, sorry they are are so upset about my complaint but the math I learned in school was adding, subtraction, division and multiplication. Of which this situation would enter into. Also if they had looked at the email I received from the ******* ********** of ******** *************************** Tax auditor; He stated "this is not the way it should be done and there should be no tax added"
  So I still wonder whether others had the same problem. I still have the scratches, dent, and I'm out $184.18, which was probably taken on vacation with the writher. Enclosed is the email received from ***************************
  See Attachment/File: Image 4.jpg

  Business response

  01/12/2023

  I will try to keep this simple for you. Here's an example of how math works: If you buy a candy bar for $1.00 that is tax free you will hand the cashier $1.00 and you will be done. Same principle. You buy a candy bar from us for $1.00. But instead of charging you $1.00 we discount the tax amount because our system does NOT allow us to discount sales tax on one item. We charge you 93 cents then charge sales tax of 7 cents to equal the $1.00. You never really pay extra for the sales tax, your total is still $1.00
  That's exactly what we did. You never paid extra for the sales tax.
  Look at your invoice it says tax free and gives you the amount that we discounted your refrigerator for.

  Customer response

  01/17/2023

   
  Complaint: 18803990
  
  I am rejecting this response because:  Not only do I disagree with their response, but so does the auditor for the ******* ********** of ******* *********************** for which I am including in this response again. I am too the point where I am ready to see whether a Judge in Small Claims court will agree with their math or ******* ***** of *******s math (and mine). That will also cost the defendant an extra $85.00 or so for court costs.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a set of new kitchen appliances on april 13th. 2022 from Topline Appliances in Melbourne Fl. The refrigerator was delivered on april 18th. It had a dent in the door the delivery person called them and they said door would be replaced. I accepted because i got rid of my old refrigerator that same day.upon opening freezer foor there was a crack in the box thst holds the ice i called them they said when we replace the door you will have a new ice box which is attached to the door so when the ice maker started making uce the box cracked even more and the button to retrieve ice stopped working. I called them again they said to resort to my warranty ******* says that Topline is responsible for the first 48 hours.when i call i fet rude employees and even hang up on me .i am 75 years old there is no lemon law in florida but i should have a new refrigerator for the money i paid and they say they will NOT REPLACE IT.

  Business response

  06/17/2022

  Business Response /* (1000, 5, 2022/05/18) */ I am sorry she is having these issues with her ******* Refrigerator, but her complaint should be with *******, not us. It is true that her refrigerator had a dent on the door upon delivery. At that time, we gave her a choice between rescheduling her delivery for another day with a new refrigerator or accepting this one and ordering a replacement door. She chose to keep it and have us replace the door free of charge. We told her right then it would be weeks for this to take place, she accepted. Every issue after this has been at the fault of ******* not Topline. When she contacted us about the service issue we immediately contacted ******* for her to service her ice maker. ******* has decided that this is not a level 1 priority because the refrigerator is cooling properly, it's just an ice maker. ******* takes longer for service on these issues. Again, the key is this is a manufacture problem. We have contacted ******* several times to get the escalated but they have refused. She and her daughter have called us several times and every time she has threatened us, cussed and yelled at every person on the phone. She has been very belligerent. All of our phone calls are recorded for training purposes and I have listen to everyone. We have been trying to help her, but she doesn't care or listen. She thinks this is not a ******* issue. It is totally their issue. She needs to call them and complain. We are trying to help. The manufacture, *******, needs to take care of this. Again, I feel for her, but she needs to direct her focus on ******* and complain to them.

*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. ↩