Complaints

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an entire kitchen suite for our newly built home. I have had a problem with the **** dishwasher leaking since day one and have had it serviced several times, parts replaced and installation checked. I requested a replacement and was told they could not do that and to contact ** directly. I have contacted ** and experience the same problems, serviced, parts replaced and installation inspected. That is another complaint I will need to file. However I have come to the realization that this is not fixable and request a new dishwasher or my money returned.

  Business response

  06/10/2024

  On 11/15/2023 Marcella's Appliance Center sent out a service technician to identify a part that was not positioned correctly on Ms. ************* dishwasher.  The technician discovered a cracked pump housing and replaced the sump assembly.A technician was sent again on 02/20/2024 to identify a condensation build-up and a leak.  At that time, the technician found a tiny opening at the door latch point that allowed hot water vapor to escape.  A door gasket was ordered when the ** Technical Assistance Group (TAG) was contacted to report the problem to the manufacturer and documented it under file ********.  The door gasket installation took place on 03/04/2024.  03/20/2024 the customer stated that the dishwasher leak remained.  The technician found condensation under the left counter and on the upper left corner of the door.  He straightened the vent cap by hand and found the condensation did slightly decline.  He went through a few additional test cycles and found condensation on the top right side.  A few drops from the door’s bottom venting were also visible.  A latch on one side of the inner door panel is loose or has pulled upward.  ** TAG was contacted to report the issue.  Marcella’s technician was instructed to replace the latch, venting assembly, and the inner door panel under the same file number.   The same technician was slated to return with said parts on 04/11/24, but the appointment was canceled by the customer. When the customer requested an exchan** the service dispatchers did state that we follow the guidelines of ******* as they hold the warranty.  We did recommend that a customer complaint may hold more ******** and recommended calling ** directly to update her record with the complaint.After speaking to ** Dealer Relations on 06/10/24 they stated that ** Customer Service has a case number (********) started where the customer has requested an exchange.  It is noted in the case that ** Factory Service is scheduled on 06/12/2024 and that all notes are to be sent to the engineering team at **. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Thursday September 1st at 12:00pm my wife and I met with Tim H***** to purchase appliances as part of a new home construction. Marcella's is the contracted provided for this Home Builder. We were upsold to the ********** ******* products using the rebates as a major selling point. The rebate forms were emailed to us from Tim and he refused to help us go over them. He said it was our responsibility to figure it out. We had until 11/16/22 to fill them out. We were told that we needed the invoice numbers to fill them out and we could not be provided that until they were delivered. Per Alexis in dispatch, we were told they would be delivered on 11/11/22. They were not delivered. Then Alexis told us we were scheduled for 11/16/22, the day of the deadline. At 4pm that day, they were not delivered. I spoke to James, the sales manager at Marcella's and he said not to worry because it was a new construction, all we needed to do was check the box that said new construction and we could submit at a later date. Once we had received the invoice numbers I submitted the rebate and the claim was denied for timeline. Tim has ignored almost all of my communication with him. I was given his sales reps name and email and she has not responded since 12/20/22. My wife and I spent $7,000 that day and I feel that we have been misled by the entire team at Marcella's.

  Business response

  05/11/2023

  Attached is the sales invoice #****** that is in question. As stated at the bottom of the invoice on the second page "ANY ELIGIBLE CONSUMER MAIL-IN-REBATE IS THE SOLE RESPONSIBILITY OF THAT CUSTOMER."  This clause was included specifically for this reason where the customer could not blame Marcella's for missing a rebate date. In this case the customer simply missed the filing date for the manufacturer's rebate. These rebates are between the customer and the manufacturer not the retailer. HOWEVER, Marcella's has worked it out with the manufacturer and will be able to honor the rebate in the amount of $434.00 representing 10% of the ********** ******* items. A check will be sent to the customer.

  Customer response

  05/11/2023

  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.  Regards,  ***** *******

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ********* washing machine in early August. I raised the complaint about the washer wobbling badly to the point where it moves around my basement. They sent a technician out here to diagnose it and he didn't stay long enough for it to run a complete cycle. I contacted the sales manager and all I was given was complaints and woes about the business having to eat a restocking fee for a used machine. I've run businesses in the past and I don't see how that is ever a customer's problem. I even told them I would like to purchase a better and probably more expensive machine. I have purchased three appliances in total from this establishment. I was misinformed by their salesperson about my refrigerator that I purchased from them. After my dissatisfaction with the refrigerator, I decided that I would not settle for another defective appliance. At this point I no longer wish to deal with this retailer and I'm seeking a full refund.

  Business response

  10/24/2022

  Hello, we have spoken with the consumer, **** ***** today Monday October 24, 2022. The consumer stated that the washing machine has been working and doesn't feel the need to replace it at this time. A service technician did perform a system check of the unit on August 31, 2022 and found that the wash machine was working properly and was properly balanced. The consumer was given load techniques by the technician. He was told by Marcella's today that should a similar or other issue arise with the appliance to please call and we will rectify the situation. We feel this case should be closed. Marcella's will definitely assist this consumer with any issues they may have with his appliance.  Thank you 

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to six appliance stores, none of them had the size I needed to fit next to my furnace & wall. I bought ********** by phone from Marcella's. When I used it a flood occured in my living room. My insurance co came to see damage & plumber could not locate problem. I did another wash and had a flood in ?. Plumber checked water heater I said it wasn't leaking. When I had a furnace put in there is a hose that goes in same ? washer hose is in. Plumber said that was not problem so must be washing machine. Marcella's finally picked washer up &  I received their check in mail I realize pandemic & ? problem is frustrating to store & customer so its laundromat for me, next time I will not buy over the phone but will go to store to see product. 

  Business response

  03/08/2022

  Customer ****** was offered to have a Marcella's Service technician visit her residence to troubleshoot the issue with the appliance. Ms. ****** refused service several times. Machine was taken back and charged a charge back fee which is stated on the invoice terms and website terms. A copy of the invoice is attached. It is imperative in these situations that a service call is made by one of our qualified service technicians to diagnose and fix any issues. We do not have any proof that our machine was causing this issue if we did not have one of our service technicians look at the machine. We also do not know if a qualified plumber was hired by Ms. ****** nor have we ever seen the invoice from the plumber. We apologize for the issue she had but giving us the opportunity to send a qualified Service Technician should have been the next step. Ms. ****** did receive a refund in the amount of $732.23 (check #****) which represented her purchase less the standard restocking fee. We do not feel we owe Ms. ****** any more funds in regards to this matter. Please advise. Thank you.

*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. ↩