Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A leak occurred in the washing unit. The customer service assured me that they cover any wood damages and a technician was needed to assess if it was installing issue or manufacturing issue. The technician came on 9/1st. My contractor was there to explain. The technician did not perform any tests. Since 9/20 I had several messages with the resolution staff. She basically blamed the construction with no clear evidence but willing to pay half the repair out of good faith. I asked what the technician assessed. She said the washing unit was already pulled out and could not see what caused the leak. On 10/19, I spoke to the manager who was aggressive. He said something totally different than his staff--there was an air gap and didn't meet the code. He would talk over me and said I should go back to the contractor and fix the leak in the valve. I explained there was no leak in the valve. I also explained that the installing technician did not stay for one full cycle of the washing unit and he responded that the technician does not have time to stay 2 hours. On the delivery ticket I saw that the air gap and not meeting the code had to do with the dishwasher. When asked he responded, I was aware it was for the dishwasher. I was just pointing out things that your contractor needs to correct. The store manager apologized of how I was treated which I appreciated. He said he would ***** what the first staff said about paying half of the repair. I again asked what the technician found during the assessment which he said he would go back to find it out. At this point it is clear to me that *** is avoiding to take full responsibility and blaming the construction that had nothing to do with the leak. I would not be completely satisfied until *** takes full responsibility, pay off the repair, fix the installation with the new water supply line and reinstall the unit and wait until the cycle is completed to make sure that there is no issue with the machine.

  

  Business Response

  Date: 11/08/2023

  There is some question at our end as to whether someone else doing work at the home may have moved the machine after install.  There was a contractor still working after delivery, and areas around the connections that hadn't been painted when we isntalled have subsequently been finished in the photos provided.  The last I spoke to the customer, her contractor was going to call me.  To date I have not recieved that call.

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20767977
  
  I am rejecting this response because:
  

  As my contractor and I have repeated before to the resolution department there was no work done between the time the washing unit was installed to when the leak was discovered.  The picture I provided was per the resolution department request to show there was no frame done around the water supply on the wall.  That picture was taken more than a month the leak was discovered. No frame nor paint was done but cleaned.    

  My contractor visited Abt store on October 27th and spoke to the claim department who told him that the main office will be notified and that I should hear from them soon which did not happened.

  As my contractor told the resolution department the workers have to check in with the building to do the work. I am providing the letter from the building general manager regarding the report of the leak and verify that the workers have not entered until the day they came to see the leak.

  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/14/2023

  The letter dated 11/8 from the management company does nothing to tell us if the unit was moved.  The attached pictures display the shutoff area before and after and it  has clearly been painted.  I still have not gotten a call from the customer's contractor.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20767977
  
  I am rejecting this response because:
  

  The washing unit was moved AFTER the leak happened to clean the closet. The pictures i provided are when it was installed originally and when the leak happened. The washing unit is exactly in the same position how it was installed. The washing unit was not moved since installation.  Again the letter shows that NO workers signed in to do any work during the period the installation happened and leak was founded which means no paint job, no moving of the unit, nothing was done.  
  

  I dont understand what more information you need. The picture of the water supply i provided was taken on September 21st which was one month after the leak happened because the resolution team wanted to see it. I didnt know that you would be using that picture to claim that the unit was moved to paint causing the leak. It really doesn't make sense. 
  

  At this point I dont know how talking to the contractor will give you more information than what I provided.  

  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/15/2023

  I did not request the contractor call me.  The customer stated in an email to me on 10/26 the follwing: 

  "Hi *****,

  I am forwarding the message to my contractor.  The unit was not moved or touched since the installation on August 10th until the leak was discovered.  **** will explain further in detail. 
  Hi ****, see the message below."

  In the email, she directed the contractor to contact me, apparently to give me some information about whether the unit had been moved for any reason or to explain how the condition of the space was now different if the units had not been moved.  Again. to date I have received no correspondence from the contractor, nor any information that further clears things up.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20767977
  
  I am rejecting this response because:

  As I mentioned previously the contractor stopped by Abt on october 27th. And he was told that the main office will contact back to me which I never received. I am sending you the text between me and the contractor.  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/16/2023

  I have no record of the contractor speaking to anyone here.  I have no additional documentation to clarify the disparity in conditions from when units were installed to the pictures that were sent to us after.  We are standing behind our offer to reimburse half the charges.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20767977
  
  I am rejecting this response because:

  I understand that there are many communications going in and out and by the experience I had so far between the customer services, the technician, and resolution department there are many informations that are not being relayed well.  Therefore, I'm not surprised that you didn't receive any documentation that my contractor visited. The letter provided by the building manager was an evidence to show that no work was done in my building unit since the washing unit was installed and until the leak was discovered.  The unit had to be pulled out to clean the leak and fix the damages of the closet.  I was promised by the customer service that Abt covers for wood damages and that technician will make assessment. The technician who came on September 1st didn't make any assessment and I was promised that I would be reached which never happened until I made the call.  Once I called I was intimidated and the resolution manager was condescending.  I would not be completely satisfied until the cost of the damage caused by the leak is covered and my unit is reinstalled properly and make sure that there is no issues with the unit.

  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/02/2023

  We are still not convinced that we caused this leak and subsequent damage.  I am sorry that the customer feels differently, but they were not there at the time of install or the time of damage being found.  We are relying soley on the thoughts of the contractor, who had uninstalled the unit prior to us arriving, and who has yet to call me as the customer said he would.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20767977
  
  I am rejecting this response because:

  My contractor has left several voice messages. Please call him back.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/05/2023

  There were no messages left for me by the contractor until yesterday (my day off).  I reached back out this morning and left a message for him to call me back. I will follow up with the customer after that call.

  Customer Answer

  Date: 12/10/2023

   
  Better Business Bureau:
  

  The store manager and the contractor spoke together.  They went through the timeline and able to solve the issue. *** will make full reimbursement. The store manager called and left a voicemail followed by an email.
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Abt Electronics continues to send marketing materials via the US *************** addressed to my deceased husband. I have called, written and emailed requesting to OPT-OUT OF ALL COMMUNICATIONS and ALL OF MY REQUESTS HAVE BEEN IGNORED. I am NOT, NOR HAVE I EVER BEEN a customer or client of **********************.

  

  Business Response

  Date: 10/18/2023

  I apologize for any issues this has caused.  I will work with my IT and Marketing teams to make sure we don't send any more mail to this address.

   

   

  Customer Answer

  Date: 10/18/2023

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

  However, should I receive further communications from Abt Electronics in any form, I reserve the right to file additional complaint(s).
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 6 years ago my wife bought a KitchenAid refrigerator from this store. A few years ago the harness had to be replaced which is a known design flaw in the unit. In December of 2022, the fridge stopped working. Over the course of a several weeks, 7 technicians came and identified various other problems along with the harness including the compressor and evaporators. However, only the harness was fixed. 2 weeks ago the fridge stopped working again and two technicians came out. The first identified the problem as the compressor but the second one who came to fix the compressor said it was more than just the compressor and potentially it couldn't be fixed at all. Had conversations both times with a Service Manager and they said they submitted information to KitchenAid for approval to replace and ********** denied. They offered some discounts; however, we have lost several hundreds of dollars of food and spent thousands of dollars on repairs and it appears that the fridge can't be fixed. As mentioned, the fridge has a design flaw and because of it we now have a non-working fridge. It is definitely a lemon and we should have it replaced at equal value at no cost., either by KitchenAid of by ***. They should stand behind their products. A top of the line KitchenAid French Door refrigerator costing several thousands of dollars should not last 6 years. We also had to be without a refrigerator for over a month back in January and now again for weeks. This is not how a customer should be treated.

  

  Business Response

  Date: 10/26/2023

  I am sorry for all the issues with the customer's fridge.  ********** issued a prorated credit and customer used credit toward a new fridge.

  Customer Answer

  Date: 10/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I feel I should not have paid anything to replace this fridge that was a lemon and had a design flaw, I accepted the resolution they provided.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Smeg fridge from ABT (Order No. 0208303UISR) on March 28, 2023 and the door to the fridge was damaged upon delivery and notated by the delivery drivers. It has been over six months and I do not have a replacement door for the fridge. I have called the parts department on a monthly basis and have been told they need to reach out to Smeg and every time ******* has said they'll need to follow up with me and nobody has. I've contacted *** at least 6 times and most recently did not receive a reply to an email inquiry. This door either needs to be replaced or the entire fridge needs to be replaced.

  

  Business Response

  Date: 10/05/2023

  We are sorry for the delay in getting parts.  As this is a special order product, the cosmetic parts are not as readily available.  Our parts manager is working with Smeg to get the parts ASAP.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20681731
  
  I am rejecting this response because:
  Hello, I do reject the business' response.  On both October 3rd and October 5th I received a phone call from the Parts Manager at ABT.  They acknowledged the error with the door being ordered but did not provide a timeline for when this issue will be resolved. As of this date, October 13th, I have not been given any further information outside of this.  I don't believe this should be closed out until there is a resolution.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/13/2023

  **** has told us that we will receive the parts on 10/20.  We apologize for the delay.

  Customer Answer

  Date: 12/19/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/26/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I SENT LETTER BELOW Tue 7/11/2023 1:26 PM by E mail.So far I have not received a response. Please could you help me with question. I am also enclosing copy of purchase ticket.Confusion about Model Number To://www.geappliances.com/ge/service-and-support/contact.htm Tue 7/11/2023 1:26 PM Hello We purchased GE Refrigerator from Abt in ******** ********.on purchase order the Model number is GEGFE26JGMWH.but in the refrigerator the Model number listed is GFE26JGMWFWW ALSO what we had seen in store & ordered was different than what was delivered to us.Are these two model numbers same or we were promised one model & delivered another. We will appreciate clarification THIS WAS SENT BY E MAIL 7/23/2023 & again By US MAIL July 31st 2023.Since we bought this Refrigerator on 6/11/22 we had 6 service calls &lost $500 worth food.I did not contact ABT because I do not trust *********** letter to GE customer service directly. When I went to complain to ABT, manager was obnoxious. MY 1st step in this complaint is as mentioned in letter . After that I will take to second step. BASIC QUESTION IS We purchased GE Refrigerator from Abt in ******** ********.on purchase order the Model number is GEGFE26JGMWH.but in the refrigerator the Model number listed is GFE26JGMWFWW ALSO what we had seen in store & ordered was different than what was delivered to us.Are these two model numbers same or we were promised one model & delivered another. Your help to clarify will be appreciated. Thank you. If needed I can send copies of service tickets.So far in 14 months Tech have come 6 times.If they give us wrong model #. They should change.If model # is correct, they should exchange.Why should customer have to go thru h*** with a new refrigerator

  

  Business Response

  Date: 09/28/2023

  I am sorry that the customer had so many issues with their fridge. The model number is correct. We use a consistent color code system across all mars, i.e. ss for stainless wh for white, etc. 

  Our store manager contacted the customer and made arrangements for a return and full refund. 

  Customer Answer

  Date: 10/02/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been loyal Abt customers for decades. We purchased the newest ** oven and stovetop and had it installed last Friday morning. Right after the installers left, I had the biggest headache and still smelled gas in my house so I kept the windows opened and assumed it was from the installation of removing the old one and putting in the new one. A few hours later, both my husband and I were still smelling gas so I called *** and spoke with our sales guy and he was able to send someone to take a look. The Abt employee came at 9PM and confirmed we had a gas leak from our stove and had to turn off our gas line for our entire house which meant no heat, couldnt use our dryer or stove and we had to leave the windows open all night to air out our house due to the gas leak. Also having two small kids i was worried if they were going to be sick from the gas leak so I kept checking on them all night long. The next day new installers came to fix the gas leak and told me that it was a manufacturer issue with a bad part which I later found out was not true and it was actually the original installers fault for not tightening it which caused the gas leak in my house! On top of that the ** oven was not properly installed and I am missing the ovens vent cover. I spoke with the senior management team yesterday and asked for a genuine apology for the gas leak and they were rude and said they already apologized and said they wont give me my oven vent cover and hung up on me. Their apology was telling it wasnt a big deal and telling me it was not life or death and you didnt die. That is not what you say to a customer after Abts employee caused a gas leak in my home I paid full price for a ** oven with ALL of the pieces but the installers failed to install the vent cover for my oven. At this point I just want the oven vent cover mailed to my home which should be sent by Abt since it was Abts fault for not properly installing all pieces from the manufacturer for my oven.

  

  Business Response

  Date: 09/25/2023

  I spoke to this customer personally on Saturday 9/23. I was the third manager she contacted about this issue. At that time, the leak had been fixed, cooktop had been exchanged and missing oven vent trim had been ordered.  In addition,  the managers who had spoken to the customer had credited her back $300.00 for the issue.  Contrary to her claim, I apologized numerous times for the leak and missing trim piece.  I assured her the part had been ordered.  She stated that she wanted more of a credit than the$300.00 given. When I stated that I felt that the credit was fair, she insisted on speaking to the owner.  Myself, both other managers and the owner called her via conference call.  She relayed to our owner what had happened, and her discontent with ****, and the credit offered. She went on to say that no one had apologized to her. Our owner had monitored her original call, and when he stated that **** had apologized numerous times, she got agitated and talked over him. We offered to pick up the purchased appliances for a full refund, or stick with the $300 credit. She continued to talk over all of us, and our owner told her that we were not going to continue doing business with her, or come to her home as she was being unreasonable. He told her that we were disconnecting the call.  We have issued the credit and will send her the trim VIA ****

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20649308
  
  I am rejecting this response because: a sincere apology shouldn't be followed by "it wasn't life or death and you didn't die." On the call on Saturday, the co-owner (*****) of the company yelled out to his team "everyone hang up right now" right after he said "we won't be sending you the oven vent cover".  I will update this once I get the ** oven vent cover in my hands. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/25/2023

  We have addressed this customers  concerns, and will send her the parts as promised. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20649308
  
  I am rejecting this response because: I have not received the oven vent cover yet and it has been over a week and a half since I pointed out that the oven vent cover was missing to the 2nd set of installers who came to my house to fix the stove right after the gas leak and was told it would be ordered right away but a week and a half later I still have not received it. The 2nd set of installers came to my house on Sat, Sept 16th to fix the gas leak that their employee caused due to their careless and sloppy work of installing a gas stove properly. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/26/2023

  Again, these issues have been addressed .

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20649308
  
  I am rejecting this response because:

  We got the oven vent cover however the box at the top and bottom were left open and not securely closed so we are missing screws and possibly other pieces. See attached photos. 
  
  There is a black piece that should have been installed before the oven was pushed back into place and we obviously cant move the oven out to install this black piece. 
  Abt clearly did not install my oven correctly and properly and they couldnt even send a package correctly with the top and bottom of the package secured and closed so I am missing pieces that were supposed to be in the package so we can finish installing our oven. Besides the screws, I am not sure what else we are missing. Horrible service and customer service continues.

  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/04/2023

  We will make sure cusotmer gets whatever pieces were missing

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ** refrigerator that started malfunctioning during my warranty period. ABT had an ** tech come out to replace some parts ************************* Less than 10 months later, my refrigerator broke again. ** tech came out again and replaced parts. A week later the refrigerator was still broken. I looked up the refrigerator because there was clearly a defective problem with this model. I found a Class-Action Lawsuit for the previous 5 years before I bought my unit from ** for the exact same issues. *** had to know that they were selling defective ** refrigerators based on this lawsuit. I tried to reach out to a manager to get resolution but their customer service agent refused to let me speak with a manager. When I spoke with **, they said that ABT put the wrong model number on my receipt which invalidated my warranty. When I asked for ***'s customer service agent's help, she said they could not correct the receipt. I believe there is collusion going on between ABT and ** to minimize their liability with a known defective ** unit that they are selling. Unless I receive a full refund, I will be placing a complaint with the State Attorney General to see what can be done legally to get resolution.

  

  Business Response

  Date: 09/15/2023

  I have spoken to this cusotmer and arranged for an exchange of the refrigerator.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to Abt customer service I found out my wranty service expired last May I did not no notice after I spoke with ************************* he offered me 2 years waranty for $129 he said it will be covered from last May 3rd 2023 so iam losing 4 months to today and I did spoke with ************************* I told him *** making payments for 129 supposed be 2 years but you taking 4 months away from me he say that is the system we cannot do anything I despondent how business like *** s**** customers like no responsibility he walk away with no solutions iam trying to raid latter to the Owners family of Abt

  

  Business Response

  Date: 09/10/2023

  As I explained to the customer in the store, our extended warrantees start from date of receipt of the product, and any renewals start at the. Expiration of that warrantee. We normally won't sell a renewal afterthe term has expired, and when we do, we normally require an inspection and charge for said inspection. Our store manager waived the inspection and charge in spite of the original warranty having expired. He explained to the customer that the warranty would run two years from the date of expiration just as if he had purchased it in time. The customer is upset because he cannot unfairly benefit from a longer term because he delayed purchase of the warrant.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2020 Kitchen Aide fridge broke ( 3 years old) , ice was formulating in the refrigerator side.Multiple attempts by Abt to send technician, each technician came for the apt and could not repair because wrong parts were ordered.After 6 months the technician came - he tapered the issue and replaced the front panel- while replacing the front panel he scratched the fridge around it (fridge is black stainless steel). Also after his service water and ice stopped working ( ice and water worked perfectly before, no issues).ABT took another month to come out ( during the summer with (90, 100F), wanted to charge me for new parts and does not acknowledge the damage the technician did ( scratches around the panel he took out) or the fact that he repaired the ice accumulation issue in the refrigerator side but broke the ice / water.This is a 3 year old fridge.

  

  Business Response

  Date: 09/14/2023

  Our service manager has made several attempts to contact this customer to resolve their issue, and has not heard back from them as of yet.  We will keep trying to reach them to get this resolved.

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ordered a grill online from the organization. When my husband went to pick up the grill security and the manager asked him to come in the back where he was harassed and questioned about his employment history and vehicles owned. The store flat out lied starting it came up as fraud when this was purchased for my husbands birthday. This store discriminated against us for buying an expensive item after verifying the ** and Banking information. Security was horrific and the organization failed to apologize for their error. The item was also not as described online.

  

  Business Response

  Date: 08/23/2023

  This was a first time cusomter who placed an order on the phone.  The order was flagged by our fraud processor.  As is routine with first time customers, we performed our normal verification process for the customers protection.  The customer made a point to repeatedly tell the security person they were dealing with that they were being treated differently because they were black.  The security person (who is also black) explained that this was not the case, and in fact he had just been through the same process with a white customer.