Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an oven on December 30th, 2023. It stopped functioning a week prior to Thanksgiving 2024. A serviceman came to repair it under warranty on November 26th, 2024. Parts were ordered and they arrived to the factory or service warehouse on December 2, 2024. They will not come to repair it until December 12, 2024. I feel this is an unacceptable timeframe. I did not have an oven for Thanksgiving and I was supposed to cook for my family. Additionally, I have a baby at home I need to be able to provide for my family and make them food. Their birthday is ********************** and I need to bake things prior to the day before (if it is repaired by then). I am unhappy that this oven broke in under a year and I am frustrated that they will not take it back. The warranty is going to expire and the oven has proven to be unreliable when we need it. Dons Appliances is operating without urgency to fulfill the warranty and they are unwilling to replace the oven range. I keep getting transferred to managers offices to be sent to voicemail. I would like to have the range exchanged or my money refunded so that I may purchase a more reliable range. I think this is reasonable because I was unable to provide for my family on important days. It is costing me additional money because I have to buy prepared food that I was otherwise going to make myself.

  Business response

  12/09/2024

  We are sorry that the range was not working for the holiday. Service and part lead times are out of our control at times.

  Don's Appliances is a sales and service company, we do not manufacture appliances.
  
  The exchange would need to go through GE. **************
  
  We will work to get this fixed as soon as the parts comes off backorder.

  Customer response

  12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Dons Appliances absolutely has the ability to exchange, refund, replace, or compensate me for selling me a broken oven. I do not accept the apology for selling me a range that did not function when it was most important, especially if that means theyre going to continue to be so nonchalant about getting it repaired/replaced/refunded or compensate me in a timely manner. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a particular refrigerator from Dons Appliance model number gye21jmfs. The refrigerator that was delivered was not the one that I had ordered (and paid for).It was also damaged with a dent on the front door. It was delivered when I was not home . My wife was there but she is visually impaired due to bilateral macular degeneration.I called the very next business day to report the error. I was told there would be a 25% restocking fee if I wanted to return the refrigerator. They refused to recognize their error. I placed a complaint with my credit card company and they are looking into the matter as the credit card has already been billed. I was told by my credit card company that it may take 45 to 60 days for their investigation. Meanwhile I have a refrigerator that I did not order that is already damaged,

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the last 4 years, I have purchased the following items from Dons Appliances along with the extended service agreement/warranty:Oven Refrigerator Washer Dryer Starting August of 2023 my oven that was 8 months old stopped working. I contacted service and after several service calls Dons tried to push the issue off on the manufacturer. After then dealing with the manufacturer it was bounced back to Dons. In October of 2023 another tech came out - diagnosed the problem but never came back to fix the issues. After continued complaints and some frustration on my part I broke down and purchased and new oven elsewhere. Now, my washer has stopped draining and is still under warranty. I placed a service call and waited several days for the call to be returned. When it was not returned I called again. This is when I was told that my account has a no service/no sell note on my account - based on my frustration from the oven. The issue with this is that I have paid several hundreds of dollars for each of these extended warranties. They are now not being honored - nor has the costs of these warranties been refunded to me.

  Business response

  11/22/2024

  Hello,

  The dryer service was complete on *****, If there is still an issue with the dryer we will service and get it taken care of.
  
  We have no record of the gas range needing service. 

   

   

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a beko side by side refrigerator on 5 Oct 2024 at ***** Appliance in ************************* **. It was supposed to be delivered 7th Oct but was not delivered to 9 Oct. As soon as the delivery men left, the refrigerator started making noise. The next morning 10 Oct I called Dons Appliance and told them that the refrigerator is not making ice and it is making noise. I was told their service department is backed up because 3 people in the repair department quit which should not affect me. After several phone calls and two trips to the store in ************************* PA I was told they were going to order a part even though no one had looked at it yet and they were just guessing what it needed .The repairman showed up on 15th Oct. He fixed the noise and didn't need the part they ordered and said the ice maker should work but of course it didn't. On 16 October I again called the service department and the salesman at the store and explained that the ice maker is still not working. I was told well the refrigerator is cooling so it is working. I was in disbelief as I purchased a brand new refrigerator and it has been broken since the day it arrived at my home. I again called the service department and was told it would be a couple weeks. I said that is not acceptable so on 18th Oct the same service man came to the house and couldn't figure out why the ice maker is not working. He said he would have to order a board, an ice maker and a valve to see if that works. The service department called and says they will come at 7 Nov which is 3 weeks away. Well now it's 18th Oct in the evening and the fridge is making a new noise. This is unacceptable and I want a brand new fridge or come take this away and issue a refund. I have been very patient and got a broken fridge from the day they brought it and ***** Appliance should stand behind their product if they're selling it. I would like this resolve ASAP.

  Business response

  10/29/2024

  We understand the frustration and apologize the refrigerator ice maker is not working. Don's Appliances is a sales and service company. The warranty is under the manufacture BEKO.

  We have reached out for an exchange and have not heard back from Beko.

  We will reach back out and work on a resolution in the next 48 hours.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am seeking your assistance in resolving an incorrect warranty billing by Dons Appliances relating to a gas stove purchase from January 2023 that had a defective/broken grate. The resolution I am seeking from Dons Appliances is a credit against Invoice# SV00371319 in the amount of $216.14. Attached please find a letter providing further details, along with the photos of the damaged grate and Invoice# SV00371319 for your review.

  On January 27, 2023 I purchased a *********** stove (Model# NX60A6111SS) from Dons Appliances at their ******** Road location in ***********  
  On June 6, 2023, a piece of the grate on the right side burner came off right where it was welded to the larger grate piece.  It was very obvious that the welding of that piece of the grate was not correctly done and the defect caused the piece to break off after only a couple months of use.  I have included pictures showing the broken piece, and where it broke off of the larger grate.

  
  I called the salesman I had worked with at Dons Appliances, ***** *********, to alert him of what had happened, and also provided photos via email of the broken grate on June 8, 2023. At that time, he verbally confirmed to me that this was under warranty, and that he sent the information to Dons Appliances ******************* for resolution.  He confirmed there would be no payment required because the stove was still under warranty.

  
  On July 10, 2023 the new replacement grate was delivered, and Dons Appliances took back the broken grate.  At the time of the delivery, the delivery ****** also confirmed to me that this was under warranty and there was no payment due. 

  
   I later received a letter dated August 1, 2024, over a year later from when the grate had been replaced, stating that I had a past due invoice with Dons Appliances in the amount of $216.14 for the replacement grate.  Attached is Invoice# SV00371319, and you can reference the notes that ******* denied the warranty request because it is out of Cosmetic Warranty and it was also submitted as saying that the right top grate was marred.  This is incorrect, as the grate was not marred, it was completely broken off as you can see in the attached pictures.  The grate piece was a clean break right where it was welded.  I do not believe that Dons Appliances coded this properly when they submitted the claim to ******* as a cosmetic issue since this was actual structurally damaged.  Fortunately, this broke when I had set a medium sized pot on the stove, and no one was injured when it broke off.  Had there have been any hot liquids and/or food on the grate when it did break it could have caused actual bodily harm.  
  I reached out to Dons Appliances several times to no avail, and finally received a return call from **** ****** in their Corporate offices on September 11, 2024.  I explained to him everything I stated above about the defective welding and broken grate piece, and he said that he could only go by what was listed on Invoice# SV00371319 that was past due.  He also confirmed that they no longer had the broken grate they had taken when they replaced it with the new one had been disposed of so there is no longer any way to review the damage.  Dons Appliances was unwilling to credit the invoice and they currently have my account on hold due to the unpaid invoice.

  
  I do not believe I owe payment on the replacement grate for several reasons:
  The stove was under a 1-year warranty from *******, and two different individuals at Dons Appliances confirmed to me that this was under warranty and no payment would be due.

  
  The invoice shows that Dons Appliances incorrectly submitted the claim to ******* as a cosmetic issue which was incorrect which resulted in the warranty claim denial.  

  
  No notice was provided to me at any point to alert me that the grate would not be covered under warranty and I would be responsible for the payment of the replacement until over a year after the replacement grate had been delivered when I received the unpaid balance letter on August 1, 2024.  

  
  Invoice #SV00371319 was dated June ****** meaning that it should have been provided to me at the time the replacement grate was delivered and installed.  Instead, the delivery driver was the second ****** that confirmed no payment was due at that point in time.

  
  Since it took over a year for Dons Appliances to follow up on the unpaid balance, and in that period of time the stove is now outside of the 1 year warranty period.  As a result, I can do longer make any claims directly with ******* to have this situation resolved directly with the manufacturer.

  Business response

  09/16/2024

  Hello,

  The manufacture has denied the claim stating the grate was out of the cosmetic warranty.

  Don's Appliances is a sales and service company. The warranty is the Responsibility of Samsung.

   

   

  Customer response

  09/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Don's Appliances is unacceptable and does not resolve my complaint.  As my original submission to BBB stated, this should not have been submitted by Don's Appliances to ******* as a cosmetic warranty claim.  This was not a cosmetic issue, i.e. visual defects only.  This was a defective grate that broke after a couple months of use.  Additionally, their lack of communication regarding the required payment of the replacement was unacceptable, especially since two separate employees at Don's Appliances confirmed to me that this would be covered by the warranty and no payment was due.

   
  Regards,
  
  *** ******

  Business response

  09/17/2024

  To whom it may concern,

  The service ticket in question SV00371319 has never been paid.
  
  We have no control if the ******* company approves or rejects a warranty. Don's Appliances is a sales and service company only.

  Don's Appliances will pay the invoice for Mr. ***********

  Customer response

  09/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am rejecting this response because I'm not clear if ***** Appliance is planning to credit the invoice showing as unpaid on my account.  Please provide confirmation that the invoice will be credited, and the hold on my account will be removed.  I will call ******** ****** Monday (9/23) to confirm further details.  
  
  Regards,
  
  *** ******

  Business response

  09/24/2024

  The issue has been resolved via service ticket SV00371319-REF Which shows the credit against the account. ********************** paid ******* for the parts.
  
  The customers balance is 0.00
  

   

   

  Customer response

  09/29/2024

  
  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. 
  
  Regards,
  
  *** ******

• Initial Complaint

  09/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/9/24, I called the Monroeville store to purchase a gas range and spoke with ****** ****(I just bought a refrigerator from him on 9/6/24). I provided him with the credit card information and he told me everything was good. On 9/10/24 I received a text message from a different credit card(this card I used to purchase my refrigerator) stating that the range was being charged to it. I never approved him to use this credit card as I did not provide it to make this purchase! I immediately called the store and ****** told me that the other card was declined and it was a mistake that he put this card information in a day later. He never called me to discuss what options I wanted to do, instead he charged my card which he had no legal right to do. Not only were his actions criminal, his actions also affected me to use that card on a transaction on 9/11/24 due to the almost $800 illegal charge. The money was finally credited back to my account, but what was done to me and to affect my life in such a way is 100% unacceptable! I have tried to have someone who is above a manager contact me by filling out a form online on the website for the company and I have not received any communication back. Im attempting to get some type of resolution before I go a different way with everything that had happened. Also, the credit card that I used to purchase the refrigerator should never have been saved. On 9/10/24 after I spoke on the phone with ******, I sent him an email stating both credit card information need to be destroyed and that I dont know why he kept the credit card info. His only response by email was-yes they will be deleted

  Business response

  09/24/2024

  To whom it may concern,

  We have reached out to ****** ****** regarding the situation. We have offered to pay any overdraft or interest charges that may have occurred.
  
  Our salesperson made a mistake and absolutely should have reached back out to ****** after the card was declined. We are going to review the situation and work with the salesperson to ensure this does not happen in the future.

  We apologize for the inconvenience and want to make it right with ******.

   

   

   

   

  Customer response

  09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First off, it wasnt a mistake by the salesman to use a different card than the card that was provided for this purchase. They are commissioned and he would make money off of the sale no matter how it would be processed. 
  Secondly, I received a phone call today (which was not by a manager or above)and informed him I will reach out to him in a few days because the conversation today was going nowhere.  
  So currently, this does not resolve my complaint. 
  
  Regards,
  
  ****** ******

  Business response

  10/03/2024

  Don's Appliances has offered to pay any interest or late fees if needed.
  
  
  

   

   

  Customer response

  10/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   
  Regards,
  
  ****** ******

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a brand new Jenn-Air refrigerator for $11,000 on May 1st, 2024. It has not worked since we got it. The guys who installed it smelled of marijuana so bad we had to leave the room. When they left we noticed the wood cabinet panels they installed to match our kitchen cabinets were crooked. After about 2 weeks it stopped cooling and the freezer did not work at all and won’t make ice. We called for service and the repairman wasn’t sure what was wrong and was going to order a bunch of parts. The repairman said they should just replace the refrigerator since it was brand new and never used it. We then called the salesman and said we wanted a new refrigerator. They tried to blame the cabinet maker saying they were the problem cause of ventilation. The salesmen came to our house to measure and check the specs and it was not the problem. Then he sent another installer to fix the crooked cabinet panels which could not be fixed because the first installer ruined the cabinet panels. He said if it was any other company they would replace the refrigerator. Then the repairman came back with the parts and didn’t know how to repair it. He ended up figuring it out but was not able to fix the refrigerator. We have tried contacting Jenn-Air but they are not answering our emails. The owner of Dons Appliance Center will not return our calls. We have lost several days of work because of this issue and cannot afford to keep missing work.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought and LG LTCS20020W Refrigerator from Don's Appliance that was delivered on 12/03/2023 The unit failed to maintain temperatures to the point that food in the freezer was thawing. 6/22/2024. John S***** from Don's Appliance Service Center referred me to call the service center. 6/24/2024. I contacted Don's Service Center and was told that they were scheduling appliance repairs 2 or more weeks and out and recommended that I contact LG directly to get more expeditious service. 6/24/2024. I contacted LG (###-###-####) and they referred my service case to ***** **** ********* 6/24/2024. ***** **** ********* contacted me and set up a service appointment 6/26/2024. ***** **** ********* technician arrived and diagnosed the problem but did not have the parts that were needed so he advised that I would get a call within a few days from ***** **** ********* to set up a follow up appointment. 6/26/2024 I received this message: Good news! One or more parts have been ordered for your LG product repair and will be on the way to your service provider soon. This does NOT affect your scheduled appointment. Please have your product service ready before your technician’s visit 6/27/2024. I received this message: Hi! We are your LG Repair Pending Team. We see you requested a repair for your LG product, but our system indicates that your repair claim has not been closed by your servicer. We want to connect with you to determine if this status is correct, and if so, assist you with any support you may need. 6/29/2024 I contacted LG and requested a replacement refrigerator due to the long delay in getting service. the operator told me that she put in a request and it was being processed 7/4/2024 was contacted by Rhian (LG service manager) who insisted that I set up a service appointment. 7/9/2024 received text message from Matt E***** who (whom I had been in touch with many times) to tell me that LG would not honor a replacement.

  Business response

  07/12/2024

  To whom it may concern,

   

  We understand the frustration that Mr. ****** is going through. We hate to see any customers have service issues.

  Unfortunately this issue is between Mr. ****** and LG electronics.

  Don's Appliances is a sales and service company we not manufacture appliances. The warranty and replacement of the product is the responsibility of LG.

  We have offered to have the Don's Appliances service team look at the unit. This offer still stands.

  We have reached back out to LG to see if they can take care of the issue with Mr. ******

  Customer response

  07/12/2024

  
  Better Business Bureau:
  
  LG has been persuaded by your continued efforts to resolve this case and is making arrangements to replace my defective refrigerator with a brand new one.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with the condition that LG does indeed follow through with their commitment to replace the refrigerator.  Thank you.  
  
  Regards,
  
  **** ******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a model dishwasher. It was leaking water. The repair man came today and said it wasn’t balanced. Well after we ran the dishwasher again, there is more water on tho floor. The sales person told me that they have to have the repair man come out 3 times before they will replace the dishwasher. It is an inconvenience and I want the dish washer replace now,Thank you, ****** ****

  Business response

  07/02/2024

  Hello,

  The manufacture does ask for 3 attempts before replacing based on Federal Law.

  We will exchange the dishwasher with the exact same model based on the fact that there is a water leak and we can not find the leak.

  We will schedule the exchange with the customer.

   

  Customer response

  07/02/2024

  
  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. 

  Hi would  like to withdraw complaint regarding don’s appliance. 
  They are installing new dishwasher. Complaint no. Is  ********.

  
  Regards,
  
  ****** ****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a washer repair job done on a speed queen washer . The repairman told us that the warranty was covered. Then we received a bill. If I had known how much the repair cost I would have reconsidered and choose a different manufacturer. I feel swindled

  Business response

  06/12/2024

  Speed Queen did not cover the unit under warranty.
  
  The tech did tell the customer it would be under warranty and once it was refused our billing team sent an invoice.

  We will credit as the communication should have been had prior to sending the bill.
  
  Please allow 10-20 business days to process credit.

  Customer response

  06/13/2024

  
  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. 

  Don’s appliance has resolved this issue and I’m completely satisfied with that response.

  
  Regards,
  
  ********* *****

*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. ↩