Complaints

• Initial Complaint

  02/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been dealing with a warranty company to get my dishwasher fixed from Grand Appliance and the warranty company issued a check for $778.25 to GrandAppliance for a new dishwasher **** the customer ********************** supervisor wanted to take $76 off of that amount and said you issue me a check so **** is stealing for money that theyre not even putting out of their pocket. Ive called above him and I have gotten nowhere at this I need this resolved. I need that check so I can get my life back together and get my dishwasher. Reinstalled on a new one any more information You can contact me at ************.warranty number for this in store credit applied towards grand appliance #ax98828onx17 the work order will be so22-9853

  

  Business response

  02/06/2025

  All Mr. ******** would have been responsible for is the tax (required by the state) and extended warranty coverage (if desired) on the new dishwasher. We were waiving the labor charges that are not covered by the warranty and are valued at $228.00. However, given the tenor of ***************************** with us and the scurrilous claims he's made about the Grand Appliance staff, we have asked the extended warranty company to issue Mr. ******** a check in the amount of $702.90, which is the cost to the warranty company for the replacement.

  Customer response

  02/06/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***** ********

  Customer response

  02/07/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***** ********

  Customer response

  02/10/2025

  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 requesting from Grand Appliance is my full amount of store credit. I would like them to prove and forward to you the estimate between them and centricity the warranty company and how much the full replacement is for this item. That is what I am owed. I asked centricity for the check originally so that I would not have to deal with this company any longer and they forced me to go with this company I had to go between centricity and Grand Appliance to get them to go anywhere as far as Moving along for the replacement as I have spoken with people at Grand Appliance they are not very easy to speak with, and they try to do a run around the game. I am asking for the estimate between them and centricity. I would like to see the original deposit from centricity to them to move forward on this matter as they have contacted centricity to cut me a check for $702 I originally paid $778.25 for this dishwasher two years ago I was told by the warranty company I was to get a full replacement so I would like to find out what Grand Appliance told centricity. The full replacement cost would be before labor and warranty and I also told Grand Appliance that I did not want their warranty and I did not want them to install it that I would like to pick it up and I told them to the beginning. Also, I told them **** that I would be contacting not only you the Better Business Bureau, but a state attorney as well and as they can see, I am a man of my word so I hope they will cooperate and give you the information of full replacement for this item between them and the warranty company Because as of right now I see a $76 difference of what I was supposed to get in a store credit thank you and if you need any more information or what I need to give you I can get I can do that for you again thank you and have a great day

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

  

  Business response

  02/10/2025

  The extended warranty company is issuing the check, and it will be in the amount of $702.90.

  Customer response

  02/10/2025

  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 see all grand appliance statement is for the amount of warranty company that they said to issue they are hiding by not showing communication between them and warranty company this is why I have contacted this bureau I believe they are committing fraud and not providing their customers who are doing the proper amount of money thank you

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

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My appliances were bought from Grand Appliance. We were not informed that they subcontract for deliveries. My appliances were delivered on July 22, 2024, they scratched my brand new floor during installation. The company claimed they used straps to install the appliances, but they did not. There is a large scratch spanning 8-10 tiles that were scratched in the path of how my refrigerator was installed. Since I do not have video evidence, the subcontractors insurance will do nothing about the damage. I do have 3 eye witnesses and the scratch but that is not enough proof.We reached out to Grand Appliance on August 12th when the scratches were noticed. Between 7/22 and 8/12 I was away from my residence for 5 days and did not have electricity in that part of my house for 7 of the days. Grand Appliance Customer ********************** told me during a phone conversation that the "customer is not always right."The delivery people, are not being honest. They are not supposed to use a dolly but they did. They said an electrician was at my home while they were delivering, there was not. I am out thousands of dollars to replace part of a brand new floor that had been in place for less than 24 hours prior to the delivery. I have spent the last 2 months going back and forth with Grand Appliance Customer **********************, the delivery company- Nayaritas, and Progressive. No one from the Grand Appliance Customer ********************** team has been to my home to assess the damage.

  

  Business response

  10/29/2024

  Hi, *******. We hold our subcontractors to the same high standards as all our employees. The team used straps to deliver and install your appliances on July 22 to a kitchen on which the remodel had not yet been completed. Our delivery pictures show the baseboards, cabinets, and electrical in a state of remodel. You also signed your delivery document acknowledging "that the merchandise was received in good condition, and no damage to the home or property has occurred." You contacted us 25 days later to report a scratch on the floor. Given the environment, time elapsed, and available evidence, insurance has denied liability. As previously stated, if you have any new evidence to report, we would be happy to re-evaluate your claim.

  Customer response

  10/31/2024

  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.
  
  As seen in the picture, one of the delivery people is in the back of the truck and the other on the pavement WITHOUT straps on him.  They never had straps on during the delivery.  The man in the yellow shirt was outside and the man in the red shirt was inside.  A dolly was used.  After they arrived and unloaded the first appliance, one man was inside and one man was outside for the remainder of the delivery.  The man in the yellow shirt brought each appliance in on his own, which would not allow for the use of straps.  I did not take any more pictures of the delivery process, I wish I would have.  My cousin initially reached out to Grand Appliances, *****, on August 11. 

  I did sign the document, I trusted them and should not have.  
  
  Regards,
  
  ******* *******

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a GE washer and dryer on 9/18/2024 at a total cost of *******. Dryer was delivered on 9/20. It stopped working after 2 weeks, wouldnt heat. I called Grand Appliance and they arranged for a serviceman to come check the unit. Serviceman from Main Appliance Service came on 10/18/2024. Took the unit apart and told me it had been improperly installed. When the serviceman left the unit was heating. I then did a load of laundry and put it in the dryer. The dryer wouldnt heat or dry again. I called Grand Appliance to report this and was told that they would send another service man. This is now scheduled for 10/31/2024. By then Ill have been without a dryer for a month, Grand Appliance told me that they would not exchange the unit until after 3 failed service calls. This means that I will probably be without a dryer for 2 months before having a chance of having this resolved. This is totally unacceptable.

  

  Business response

  10/22/2024

  Hi, ********. We agree that it's unacceptable and exchanged your dryer yesterday, which we trust is working as designed. Please let us know if you need anything else.

  Customer response

  10/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not fix my broken microwave, even tho I have a 5 year warranty

  

  Business response

  10/04/2024

  Hi, Ken. We're sorry for the processing delays. Per our conversation this morning, we will have a tech out on 10/7 to begin repairs on your dishwasher and microwave.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered appliances from Grand Appliance and these fell under the Presidents Day rebate program that was advertised to us and caused us to place the order that day. It's been over a year and we have yet to have Grand Appliance issue the rebate. I've escalated this to the ** level and cannot get any traction. This was false advertisement on their part.

  

  Business response

  09/09/2024

  We apologize for the time its taken to realize the rebate savings for which you have been asking. Per our records, your request was received by the corporate office on 9/5/24 and the refund to your credit card was processed on 9/7/24. It may take a short while for this refund to be reflected on the statement from your bank, however.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 27, 2023, my husband and I purchased $8,000 worth of appliances for our home that was being built. We were given $1,000 worth of rebates we could apply for. All rebates were set to expire within 3 months of purchasing the appliances, but we could not apply for them until we received the appliances to get the serial numbers, which wouldn't be until the next year. When we brought this up to our sales associate, he said that this happens all the time and that he could manually process the rebates once we received the appliances. Once we received the appliances, I tried applying for the rebates but was not able to because they expired. I contacted several different people at Grand Appliance for help but they are all directing me to someone else. The sales associate said "he is not a rebate guy", and everyone else is telling me that I need to go through him. We are not receiving any help with this issue.

  

  Business response

  08/28/2024

  While you were advised at the time of sale last June that your option was either builder pricing or retail pricing with rebates, we have pushed through a $400 rebate on your builder order that should be arriving to you via digital card in 7-10 business days.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought a ge gas stove on may 10th and from day one have not been able to use back right burner. after me calling 4 times they sent out a repair guy and he told us he did not have the part and would have to order it. I have called 7 different times and get a different person each time and they keep telling me that they will check into it. This morning i called the repair service that **** at the green bay store told me to call,when I told him of my problem and i told him how upset I was getting he told me not to be so mad because it would only cause things to go slower for me to get my stove fixed. Now I want my money back or bring me a new stove, he told me this was not going to happen and that i would have to be more patient. I felt this was very rude of him. if I don't get my problem solved to my satisfaction I will contact a lawyer. Thank you.

  

  Business response

  07/15/2024

  We apologize for the service delays and are ordering a replacement range for you. Your salesperson will be in contact to schedule.

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a wash machine from this business in 2022. They initially sent me a machine that wouldnt even turn on. I finally got them to exchange it after they made sexist comments towards me. They replaced it with another wash machine that had problems. It would not complete a load. They finally sent a repair man out who replaced the electronic portion. It has not worked properly ever since aside for not completing a load. It keeps shorting out and the alarms can not be shut off unless the machine is unplugged from the outlet. I have been in contact with the business manager who refuses to do anything else. He says it has to be brought up with *** This will be nd up costing me more money when I spent around 800$ on this machine. This machine is a lemon and they refuse to take accountability for it. I am wondering if it was a used machine that they sent me to replace the other machine that would not turn on. I have emails going back all the way to the year I purchased it.

  

  Business response

  06/24/2024

  Unfortunately, your washer is more than a year out of warranty. If you would rather not pursue repairs, we would be happy to help you select a replacement and a reduced price.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we bought a dishwasher that was installed the first week of February 2024 it worked great until May ********************************** the middle of a wash cycle. I started trying to contact Grands on May 23.since then I have made many phone calls text messages and my wife went to the store still no one is setting up a time to get the Dishwasher fixed.

  

  Business response

  06/06/2024

  We received word that the dishwasher needed service on 6/3 and sent a service request that day to the manufacturer, who is locating a servicer who can complete the work. If there's anything else we can help with, please email ******************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year ago we purchased a refrigerator, stove and microwave from the Germantown store. At that time, we decided to take advantage of some **** card credits that were being offered as well as using one year interest free financing. We waited a few months, never got out **** cards, called and were told there were forms to fill out and return but it was too late now. So we lost several hundred dollars there. I explicitly asked several times during the sale if the card needed to be paid off during that year to avoid interest. The salesman said no. After the year was up, the interest would begin to accrue but no be backdated. I asked this several times as this is a known scam some companies try to pull. He insisted that was not the case. Well the year **** was hit over the weekend and 1200 in interest was added to our bill from the first year of interest free financing. The credit card company they use will clear the interest if we pay the balance in full by the 15th. NEVER doing business with Grand Appliance again. They lied every step of the way in the area it mattered most. Perhaps they can make this right by getting that interest cleared, but in my eyes we probably will be stuck with the impact of their lies.

  

  Business response

  05/06/2024

  We're sorry for the frustrations. ** allows customers to file for qualified rebates without serial numbers before delivery to avoid missing out on rebate savings due to deadlines. To avoid interest charges through CitiFinancial, you would need to pay off the balance before their deadline. If you have questions about their policies, please call ************. If you have any documentation from Grand Appliance showing that we misinformed you, please upload said documents to your complaint.

  Customer response

  05/09/2024

  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.
  
  Given I spoke to an associate at your ***************** on 5/6 and was told the associate that sold us the appliances was fired for this very reason, I would recommend getting that interest cleared as soon as possible. This sounds like an internal issue with your ex employee and I think you need to make it right.
  
  Regards,
  
  ***************************

  

  Business response

  05/09/2024

  While we can't comment on personnel matters, we invite any written correspondence you may have from your salesperson that countermands the information you received from CitiFinancial.

  Customer response

  05/10/2024

  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

  I love that you keep asking for it in writing, given you know your terminated employee did not put it in writing. In fact, he had us electronically sign documents and email them. But you know that, too. It disgusts me that you are hiding behind policy to protect someone you know was teeminated for lying VERBALLY to customers, while s******* over those same customers. I hope it was worth it, as I will never shop with you again, and will be telling anyone who wants to hear about your service and committent to customer satisfaction that you would rather back a lying employee than an honest customer. You may have bought an A+ rating on BBB but you earned those 1.4 stars from customers.
  
  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. ↩