Complaint Category: Sales presentation used dishonest sales practices
Complaint: Purchased Kenmore Elite Washer and Dryer on 06/30/12. Still have not received any feedback of the status of the ordered units. Purchased Kenmore Elite Washer and Dryer on 06/30/12. It is now May of 2013 and still have not heard anything.
1. On Receipt it states that financing will start on date of delivery of permanent units. It started on the day of sale.
2. Also purchased refrigerator, it was not working properly and took nearly 3 months to fix. And it was fixed twice within those 3 months.
3. When we try to call, they are too busy or not there. But when we go there in person, they assure us that the units will arrive soon.
It is now May, and we have been patiently waiting but to no avail.
Business Response These people purchased a specific Kenmore elite washer dryer, we only had the set in Gas. They chose another set to use until we get the other in. This set has not been coming in since they purchased the original. We offered them to pick out something else or to get the difference in the money. They said oh we will wait as if there's no problem. It was not to our best interest to have them using something of ours for so long, but because they were nice and really wanted that said we continued to leave it as it was. I agree this was a mistake. I have contacted them today after seeing this complaint. I have to admit I am shocked because I was doing them a favor. I will have them come and settle asap because of this.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint: I purchased a washer & dryer in January from HBTG. However we still have not receieved the dryer we purchased. When we were there picking out a new set ****** assured me that the set she was showing us was electric. But the when they delivered it to my house they only brought the washer I picked out. The dryer was a different one, ****** apologized and said she made a mistake about the dryer being electric. This dryer was supposs to be on loan until she could find a matching set. That dryer began to cut on and off when it wanted too. We called them and they couldn't really give us an answer at that time. Then the stopped answering my husbands calls. He went down there demanding they do something now. Eventually they came with another dryer on loan. It is now going on 3 months and I still don't have the set I paid for. They say they have kinds of front loading dryers when you call like your a new customer but when I call asking about mines, they are still working on it. Plus we have to use other peoples phones because they screen our calls.
Business Response Contact Name and Title: ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@YAHOO.COM I agree with the consumer that we thought the dryer was an electric dryer. Before the dryer left I realized that it was gas. So I sent them the same dryer, but the wrong color in electric. I informed them that this was a temporary unit until we could find something equivalent in the right color. We provide a 30 day parts and labor warranty and free labor only for 12 months. Three months right around the time of this complaint the dryer that they used temporary had a fuse blow out. We had to give them another temporary unit, that was not the same quality because it was all that we had in stock. We are actively looking for the dryer that they paid for, but because it was a very busy season for us, we have been low on merchandise. I did explain this to the customer. His warranty will start over with his dryer when he gets the quality he paid for. We are unable to get to him what we do not have, however; since our busy season is over and these appliances are usually more available we should be able to find him what he needs shortly. He has already been informed of this. He said his biggest complaint was that it took three to get his switch out when the other unit broke down. That is the normal time frame on something like this. We are in contact with the customer and the last conversation with just a couple of days before. Thank you.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
Complaint Category: Defective, damaged, or incorrect product received
Complaint: Originally bought Kenmore Elite for $208. Was defective. They ended up giving me a Kenmore 300 and only $27 refund for difference. 10/8 Purchased Kenmore Elite Washer from HBTG. Washer was delivered at 3pm. Started washer at approximately 3:45. Washer started to leak. Called left message. At 5:30 called back to let them know that there was now a burning smell. The clothes were still soaked so had to run extra spin cycle. Spoke with ****** and she said that she would switch the washer for another Elite model the next day. She would email me pictures so I could see washer first. 10/9 Never received email in the morning as promised so called again and spoke with ********. She said that the owner(man) would call me right back. Waited all day for phone call., Called them back at 5pm and again at 5:45 and left messages. Called bank to dispute said I had to wait till the next day. 10/10 Called company again left message that they had till noon to call me or I was disputing the charges with my bank. Called bank at noon since company did not call me. Started claim # XXXXXXXXXXX to dispute. Bank said I had to call company and let them know that the washer was available to be picked up. Called company and spoke with ********. She said that they would come and pick up washer and drop off loaner so they could see if they could repair washer purchased. Said really did not want this washer back since only had for less than an hour and had major problems. She said that is what the owner said had to be done. I said ok. Waited all day again, no phone call and no pick up of washer. Dispute put on hold per bank to see if company would keep their promise this time. Took pictures of washer per banks suggestion. 10/11 Still no phone call from company to rectify the problem. Delivery driver called at 5:15, came and picked up washer and delivered loaner. Loaner sounds out of balance Delivery driver said that I should hear within 24 hours on my machine. 10/12 Put load of laundry in loaner machine, water went thru washer to floor. Flooding worst than last time. Called said I wanted my machine back and refund. Was told by owner that they looked at the first machine and could not find anything wrong with it. According to delivery guys, they said that they don't really fix machines before they sell they get lots of complaints. Owner (******) said that she would talk to her husband and call me back. This happened at noon. Spoke to bank have to wait 30 days till I can act on the claim since company offers 30 day warranty Bank advised to call attorney general to see if they can help me ******** called me back and company offering to exchange the Elite for a Kenmore 300 and refund me $27.00 said the washing machine was checked personally by the owner. Suppose to be delivered today. Again waited all day, machine delivered at 6:15pm. Above is the diary kept. The machine was delivered on 10/12, but is not anything like she described on the phone. I never would have purchased this washing machine, especially for $183. This machine does not have any of the options I need. Also on their website, this machine sells for between $125 - $150. Not the $183 I was charged.
Business Response I called in and responded. I spoke with this customer and she said she was going to remove the complaint because we had agreed that she would just come in and pick out what she would be happy with, and after I answered some questions about the new unit she got said that she just might keep that unit because it worked fine. I have not heard from her in two months. I took care of this on Oct 18, 2012.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I called the business back and left a message. Never got another response. She had said that she would refund me another $25 due to this was not a machine I would have ever purchased. Did not want them to exchange the washer due to all the problems I had with them and for the fact that their washing machines flooded my laundry room 3 times. I do not want the complaint removed due to the lack of response after leaving a message.
Business Response I did read the response of the customer. I am the one who had the conversation with her. She said she was going to speak with her husband who was on the road and get back to me. I told her to come in a pick out something she was happy with. I also let her know that the unit we gave her sold for the same price as what we initially gave her, however we still offered her the $25 difference if she chose to keep it. The option of coming in and picking out another unit was what I felt was the best option. All she had to do is come in. We only chose the washer for her because we were trying to make it convenient for the customer. I did not ask her to remove the complaint, she is the one that said she would call and remove it after our conversation.
Complaint Category: Failure to respond to phone calls or written requests for assistance or support
Complaint: On July 19th 2012, I purchased a washe rand dryer from this business, within 3 days I had problems have called them several times no one calls back. I purchased a washer and dryer from this business for a total of 290.00 on July 19th 2012. Within 3 days i had problems with the washer and within 2 weeks noticed dryer does not heat properly. Invoice states 30 day parts and labor warranty. I have made numerous attempts prior to the 30 days to call them. No one ever answers and I leave messages. To this day I have never received a call back. products are Kenmore Washer HB9321 and Whirlpool Dryer HB9307. These number are their numbers used for inventory purposes. I believe this company does not back up the products they sell and it is very unprofessional to leave service calls go unanswered.
Business Response Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@yahoo.com The customer brought this unit to us the day after the filed the complaint. We actually repaired it at no cost to them. It was something very simple. They were in fact out of the initial 30 day parts and labor warranty, however; they did still have free labor for 12 months. We did not charge for the part because it was a simple fix. At that point, we had no idea that they had even complained. They did not mention this to us at all.
Business Response I wanted to add that we had no idea that they had a problem until they came in the day that I mentioned in the response. I do not know what number they had been calling. However, the gentleman mentioned to me that he contacted one of our contracted install guys that only does dishwasher for us. ( Who happens to be a friend of his), and apparently this guy was trying to give him instruction on how to fix his washer. We have never used this guy for washers or dryers and we use him for nothing at all any more. I am assuming that is who he was calling.
Consumer Response After the complaint was filed, the company called and made arrangemnets to look at the set and it was repaired to my satisfaction. thank you.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
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