Complaints

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/07/24 I purchased Amana washing machine NTW4519JW serial number ******** from ******************** City ********************************************************************. When I hooked the washer up I noticed it didn't have enough water to wash the load so I put the unit in deep water cycle but still didn't have enough water to wash. This was not full load by any means. When the cycle started the agitator barely moves. I was told by the store ***resentative that I could not return the unit because it was used. I told the *** I would pay the difference for a better machine but was told the store would send a technician to attempt to fix what is wrong. The problem with that is what will go wrong with it later. I will wait for the tech to work on the unit. But I would rather pay more for a better machine.

  

  Business response

  01/02/2025

  The customer called in and spoke with his salesperson as well as the store manager who tried to assist Mr. *****. As stated in our return policy "Home Appliances, Electronics, Mattresses, and Furniture are non-refundable/non-returnable if merchandise has been opened or used". As stated in Mr. Lewis's complaint "When I hooked the washer up, I noticed it didn't have enough water to wash the load, so I put the unit in deep water cycle but still didn't have enough water to wash. This was not full load by any means. When the cycle started the agitator barely moves".  Which confirms the appliance had been used. The appliance has a 1-year manufacturer's warranty to cover any issues that may arise with the appliance. We are required to follow the manufacturer's guidelines which state the machine must first be evaluated by an ***** certified technician and repaired if deemed necessary. We would be willing to assist in setting up the service for Mr. Lewis to have the appliance checked and serviced.  
  
  
  

• Initial Complaint

  11/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a Maytag washing machine (Model: MVW6230RHW1) from Queen City Appliance (store# **) 5-1-21. The appliance has operated poorly from the start. We have called Maytag 9 times in the past 3 years to ***air the machine, and a total of 12 parts have needed ***lacing since purchase. We have been in close contact with ****** ******, QCA store manager throughout this time to voice our complaints about the dysfunctional appliance they sold us. Because the machine is under warranty, *** continues to refer us to ****** for ***air and complaints which remain unresolved. Most recently, ****** sent out a ***airman to diagnose the washer. It was discovered that the transmission, control, and actuator needed to be ***laced. When he came back to ***lace the bad parts, he discovered that the transmission had melted the center agitator, and the only way to remove the agitator was to bust it up with a sledgehammer. He would also need to order another part (a new agitator). Today marks 4.5 weeks without a usable washer. The ***air is scheduled for tomorrow. We have great concerns that the method used to remove the faulty parts will cause further damage to an already dysfunctional machine, and possibly damage to personal property. *** manager is aware, and had a store *** contact ****** to offer an exchange. The *** commented that we had been beyond patient and assured us that we would be taken care of. Unfortunately, today ****** notified us that Maytag will only ***lace the faulty parts. We have provided ****** with documentation showing service calls to Maytag, and parts ***laced with Maytags contracted ***air company. Some parts, like the belt have been ***laced several times in 3 years. This is an extreme example of a bad washing machine sold by *** and the stores inability to resolve the issue.We want QCA to haul away the bad washer they sold us and ***lace it with another washing machine of our choosing from their store.

  

  Business response

  12/03/2024

  We are looking into this issue.  Please allow for us to reach out to the manufacturer to find a resolution. 

  Customer response

  12/04/2024

   
  I am rejecting this response because:
  Beginning in October when our machine most recently failed, I discussed options with ****** ******, Mgr. to ***lace this machine. We have spoken on the phone several times and met in person. Our most recent conversation was 11/14/24 in which he said his *** has reached out to Maytag and all they will do is ***lace the damaged parts. We have been without a functional washing machine for 7 weeks - more than enough time for Queen City Appliance to resolve the issue. 

  

  Business response

  12/23/2024

  We apologize for any inconvenience Ms. Redmond may have experienced and any delays in responding to her complaint. We have been working with ****** to ensure that Advanced Appliance would go out and service the washer and complete the necessary repairs. We were notified that as of today all issues have been resolved with the washer and that the unit is working as intended. 
  
  

  Customer response

  12/23/2024

   
  I am rejecting this response because:
  
  The repairman came out today to rebuild the machine as directed by Maytag. The machine worked appropriately for the first load, but on the second load it stopped in the spin cycle and would not advance through the cycle. After turning it off and on to try to force it through the spin cycle, the machine filled up with water to about 90% capacity. Finally, I cancelled the cycle and manually drained the water. ****** has also been notified of this issue. This issue has not been resolved. Queen City Appliance has sold me a faulty washing machine. 

  

  Business response

  12/30/2024

  We have reached back out to ****** on the customers behalf and were able to get the manufacturer to agree to exchange the washer. The customer's sales representative will reach out to her to schedule delivery of the new unit.  
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 10, 2024, I purchased a new washer and dryer set from the Queen City appliance store in Salisbury. I paid a separate fee of $74.94 to have my old set hauled away by the company. I later decided that I did not need their services and requested a refund of the total amount that I paid for the removal. I received an email message from ******************************, the store leader, who acknowledged that I was due a refund. To this date I have not received a refund although I have made multiple trips back to the store. I have contacted the corporate office in ********* and I have sent multiple emails but they have refused to refund my money.

  

  Business response

  04/15/2024

  On 2/23/24 we issued check number ****** to Rodney **********;******.  A new check has been issued and mailed to the customer's address that we have on file.  The check should arrive no later than this week.  We apologize for the inconvenience and any problems this may have caused.   

  

  Business response

  04/15/2024

  On 2/23/24 we issued check number ****** to Rodney **********;******.  A new check has been issued and mailed to the customer's address that we have on file.  The check should arrive no later than this week.  We apologize for the inconvenience and any problems this may have caused.   

  

  Business response

  04/15/2024

  On 2/23/24 we issued check number ****** to Rodney **********;******.  A new check has been issued and mailed to the customer's address that we have on file.  The check should arrive no later than this week.  We apologize for the inconvenience and any problems this may have caused.   

  

  Business response

  04/15/2024

  On 2/23/24 we issued check number ****** to Rodney **********;******.  A new check has been issued and mailed to the customer's address that we have on file.  The check should arrive no later than this week.  We apologize for the inconvenience and any problems this may have caused.   

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 11 Queen City delivery team damaged our front porch. The damage was done while moving a unit down the steps and again moving up the steps to replace a defective refrigertor. We reported the damage to the ********** office on that afternoon shortly after the damage was discovered. We were told that ****** would be in touch. On the afternoon of the 12 we were contacted by ****** and he wanted verification of the damage and what the repair costs would approximate. We sent information as requested with several videos/photos/quote to repair. On the 14 we followed up to see what other information was necessary. We were told it was fine and a check for $300 would be mailed to us and sent out on the 15. On the 22 we followed up to see what was holding up the check. We were told that it was delayed and was sent out on the 20. Today is the 27 and no check has been received. We are asking for the check to be delivered in a timely manner as we have been more than patient with the damages done to our property as well as not one, but two dented and damaged refrigerators being delivered to us when our expectations were for better service than would be provided from a big box store.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This business uses a deceptive and predatory sales tactic by promising rebates to promote sales but doesnt communicate the fine print to consumers to qualify for the rebate. Ive been patient with Queen City Audio Video & Appliances, but it has been more than four months since theyve been aware of this issue on May 5, 2023 that still has not been resolved.*****************, the sales rep at the location on Independence Blvd sold me six appliances on March 1st, stating that I would get a $200 rebate for my purchase. I submitted claims for the rebates and received notification that $100 was approved, but the other $100 claim was denied on May 3. The rebate company stated that the promotion was only per person, per household, per email, which **** didnt communicate at the time of sale.I came into the store on May 5 to let **** know of this issue, which he assured me that he would get it taken care of and that I would definitely receive my $100 rebate. Ive done everything that **** has asked and have waited patiently. I went back into the store at least two more times to try to work things out with **** on May 24 and July 19, with phone calls and emails throughout of **** reassuring me that he would take care of it, but theres been no evidence that anything has been done.While **** was on vacation, the store manager answered my call and didnt want to take responsibility of the technical error by stating that all sales reps know about the fine print regarding the rebate - that its per person, per household, and per email. Neither the store nor the sales rep has taken responsibility for making false promises on rebates that cant be fulfilled. **** was the one that filled out my delivery info on the computer when we purchased six appliances with him that day and promised us a $200 rebate. It has been more than four months now and I am still out $100.

  

  Business response

  09/21/2023

  We have reached out to the customer and spoken with her in regards to the rebates she should have received as part of her appliance purchase. The rebates are processed through Nationwide Rewards and the first rebate went through and was paid on 05/03/23. The second rebate was declined since it went through as a duplicate claim.   We have gone ahead and processed a refund of $100.00 as of 9/18/23 to cover the second rebate for the customer.  We apologize for any inconvenience the customer may have experienced. 

  Customer response

  09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a refrigerator on July 5. It's was delivered on July 8. The ice maker was not installed properly. Queens City returned in July 8 and installed ice maker properly. When putting refrigerator back into it's proper place the kitchen floor was damaged. I reported this to Queen City. They said they would send some ones out to repair floor. This has not happened. Have talked with them several times and have received nothing to Lip Service. Have texted Queen City with complete three times. All I get is to call customer **********************. That's where I registered my complaint the first time. Top assist with my identification the customer number is **********, packing sheet number is LC3320-0.

  

  Business response

  09/11/2023

  Our team went out on 07/11/23 for an install check and found that there was damage to the floor. Materials were then ordered on 08.08.23 and the repair was completed.  We have reached back out to the customer and confirmed that everything was repaired and completed to the customer's satisfaction.  We apologize for the damages that occurred during the installation of the customer's ********************** and any inconvenience they may have experienced during this time.  

  Customer response

  09/15/2023

   
  I am rejecting this response because:
  

  Reference complaint number20492162 Queen City sent 2 people to repair my damaged kitchen floor. Neither one could speak English therefore I made them leave. Called Queen City and told them I was letting them off the hook because I decided to install an all new wood floor. Thank you for your assistance but I will never do business with Queen City Appliances again

  Sent from ***************************** (***********************)

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have waited to write this review because I had hoped that the problems we are having with the Maytag front load washer we purchased from Queen City would be resolved by now, but they have not. We have had ongoing issues since we bought the washing machine in the beginning of March. Queen City did request service from Advanced Appliances, the company they use for repairs, but after five trips to our house, nothing was resolved and the repairman who was sent was unsympathetic and rude. We finally called the company that makes Maytag washers and they sent a repairman. He was very knowledgeable and was very familiar with the problems we are having. The washing machine shakes so much and so loudly during the spin cycle that it can be heard and felt throughout the house, and because of the shaking, the machine was shimmying across the floor. My husband found some rubber cups that we placed under the feet and the machine doesn't "walk" across the floor now, but it still shakes violently. Also, the spin cycle is inefficient and we always have to put laundry loads through a 2nd "drain and spin" cycle. According to the Maytag repairman, the problem is that the machine is poorly engineered, and he is encountering these same problems with many other people. The bottom line is that we seem to be stuck with a $1000 machine that is a total disappointment! The question is who should be responsible for the malfunctioning washing machine? Should it be Queen City for not backing the products they sell, or should it be Maytag for producing poorly made machines, or should the responsibility lie with both? Queen City has stopped calling to see if the problems have been resolved in the hopes, I'm sure, that we will just give up and live with the very disappointing and unsatisfactory appliance.

  

  Business response

  08/02/2023

  We are working on this claim and have reached out to the customer for additional information.  

  Customer response

  08/03/2023

   
  I am rejecting this response because:
  Queen City will not take responsibility for selling faulty equipment. They now are trying to get Maytag to take responsibility and Maytag will not. We are left with two expensive lemons. 

  

  Business response

  08/09/2023

  At Queen City Audio Video & Appliances we value each and every customer that comes through the doors of any of our stores.  We reached out to whirlpool and have worked with them to ensure that the customer is satisfied.  The washer that was purchased is scheduled to be exchanged and the customer has been contacted. 
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator from the ************* store on 2/5/23 which was delivered on 2/8/23, invoice #HA0816, for $765.91 (which is paid in full). However, upon delivery, the refrigerator had a small dent and someone from the ********* office called to say they would compensate me $60 for this dent. She stated it would be 4-6 weeks to receive this check. Today is 5/1/23 and still NO CHECK. I emailed customer ********************** on 4/** (NO REPLY), left 3 VM messages for ***************, Controller, to call (NO CALL BACK ) and have been texting numerous times to no avail. Text messages I received were as follows: 4/4: "An e-mail would be sent to Customer **********************"; 4/4: "Spoke to Customer ********************** and a check would be mailed 4/5"; 4/12: "Should be receiving the check this week"; 4/12: "Check should be there any day now". Text number of Queen City representative I was texting to is ************. In good faith, I decided to keep the refrigerator with the $60 compensation, never dreaming I would have to go through this hassle. Terrible "customer **********************"!

  

  Business response

  05/09/2023

  We apologize for any inconvenience the customer may have experienced regarding this situation.  We originally mailed the check in ***** and it was returned to ** because the address was incorrect. We confirmed the mailing address once the check was returned to ** and placed the check back in the mail last week.  As of Monday 5/8/23 we have been informed that the check has been received and deposited.   

  Customer response

  05/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a GE range from Queen City that was defective and re-purchased by GE. We also purchased a 5 year extended warranty from Queen City. They agreed to cancel the extended warranty contract and refund all but a $50 administrative fee. The original price was $139. They said they would send us a check but have not and now don't return our calls.

  

  Business response

  04/17/2023

  We apologize for any inconvenience that the customer may have experienced.  The extended warranty has been canceled and check number ****** for $95.45 has been processed and shipped out to the customer as of 4/10/23. 
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I chose this store because it said it had a 4.6 rating and **** my salesman, I thought was being most helpful in helping me with my decision. I am in **** and he is in ********* ****. Once deciding and purchasing the washer from ****, my husband left and went and got it because **** said it was the only one he had, it was in black and the only one at the warehouse. I chose this washer because I needed a sanitize cycle, the one given to my husband does not have this cycle. I called as soon as I realized the washer was the wrong one, it had been almost a week because I had been in the bed with a migraine as I told both **** and the store manager, ******. We sent pictures showing it wasn't being used, still had the factory stuff in it. I had bought a **** series and was given a **** series. I have been given the run around since the 3-21-2023, today is 3-25-2023. I just called and ***** wants to pass me to ******, ****** the store manager wants to pass me to ****, neither one of them seem to be able to help me. They gave me the wrong washer/dryer because of one number being put in wrong, a 4 instead of a 9, and refuse to give me the washer I ordered. My husband was emailed the receipt and directions to the warehouse. My husband drove an 1 1/2 hrs. to ********* to pick up a washer we ordered and paid for, he had no reason to think he was given the wrong one, they put it on the truck, my husband didn't go in their warehouse and pick it out...a mistake was made with an easy fix and Queen City Appliances refuses to correct their mistake. They also want to charge a restocking fee of 20% per appliance for their mistake. Easy fix, give us the correct washer/dryer. and put this one back, it won't cost a $180.00 per appliance. I just needed a new washer/dryer with sanitize cycle for medical reasons...We simply want them to give us the correct washer and dryer with no extra charge for restocking due to their mistake, or a full refund.

  

  Business response

  04/07/2023

  At Queen City Audio Video and Appliance, our goal is to always provide quality customer ********************** to all of our customers. There may have been a miscommunication in regards to the model number and features at the time of purchase. We understand that there was an immediate need for the appliances.  The original instructions were to select a model which was in stock and ready for immediate pick-up. Although our usual protocol is to charge a restocking fee we have decided to waive that fee due to the special needs presented by the customer. The ******************** have been exchanged and we apologize for any inconvenience the customer may have experience. 

*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. ↩