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:10/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchase toilet at ***** on
  Wednesday 09-17-2025 . Crume Installation was to install my toilet on 09-29-2025, which is 12 days later. Crumes arrive to my home on Monday
  09-29-2025 to install toilet and upon inspection the installer name **** said I need a part name (flange). I said ok to **** and ask him what the part look like. I pulled up ********* on my cellphone he pointed the part out to me, and then i ask can I run up the street and buy the (part/flange) it was only $7.58. ***** only 5 minutes from my home. The Crume installer name **** said no and he would call his supervisor to see what is the next step. I also ask **** are you sure the part you need is not inside the toilet box, he said there was no (flange part) inside the toilet box. I ask why a plumbing company don't have the part on the truck. He said he didnt know.
  
  I then ask him can you just go get the part, he said no again. The crume installer refuse to try to come up with a resolution. I just did not want to have to wait another 12 days for a toilet installed. I then called ***** customer service at ************ and spoke to ********. ******** apologies that the installer did not call ***** or try to install my toilet on Monday 09-29-2025. ******** said ***** would have told him to go buy the part and reimburse him. ******** place me on hold and called Crume and she said she spoke to ******* with Crume installation and expedited my toilet Installation for this week. I said great. I then called myself the Crume installation to find out the exact date and time would the installer be back at my home to complete the toilet insallation. The Crume customer service rep. name ***** was rude and said she did not know when the toilet would be installed by an installer. I then ask to speak to a supervisor. ***** said there was no supervisor to speak with. Crume customer service is horrible they put forward no effort to fix a simple problem. Needless to said I went and bought the part myself.

• Initial Complaint

  Date:09/24/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Installer spilled liquid grout all of my bathroom floor and wood floor. Had a toilet installed. Ran out of caulking material. Did not clean it. Floor is so slippery and a health hazard. They should be banned.

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  They are hands-down, the worst installers on planet Earth. I purchased a microwave from *****s, they screwed it up the installation so badly. It’s unbelievable. The left side of the microwave is hanging down because they actually stripped the bolt going down from the cabinet above and of course there are no more microwaves to be had of this brand. So they had to switch to another brand of microwave and they ignore any kind of desired dates for installation. Terrible place. I would highly recommend staying far far far away from them and *****s installation.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Ordered a dishwasher from ******* Initial installation was May 27, 2024, Tuesday. By Thursday dishwasher had a draining error. Maybe it was due to the installer who took a metal handle from my home, he told me he used for the drain. Chased him down for it back. Installer screwed into my cabinets unbeknown to me some anchors and proceeded to cut the anchor leaving sharp edges sticking out. My 2 year old grandaughter cut her fingers on the sharp edges sticking out. Called the company, called ******* over and over again and yet here I am still with sharp edges sticking out, washing dishes for almost 2 weeks. The best the company can do is fix it on June 9th. So unacceptable! After many phone calls to both ****** and Crume I have yet to speak to a manager. I’ve asked and still nobody has called me regarding this issue. Wish I didn’t shop there and kept my old dishwasher.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On two different occasions Crume Installtions, LLC, a contractor for ****** has not delivered and installed a ***** dishwasher. On rhe first occasion on Sept. 13, 2024, I spent 20 minutes shopping for groceries when the installer called. Upon reaching my phone, I immediately called back. The installer said he was already on rhe way home. I asked if he would be doing rhe installation and said I don't know what to tell you and hung up. He then turned off his cellphone without proving how to reschedule the installation.
  
  Monday, Sept. 16, 2024, I called ***** Service and told them what happened. They rescheduled installation on Thursday, Sept. 19, 2024. During that call, I told them to not schedule on the 29th since I had told them I had two doctors appointments and Thursday was not a good day. Since I would not be available, I had a workman stay between the 2-5 installation window but no one ever showed up.
  
  On Friday, Sept. 20th, I called ***** ******* again. They told me they would escalate to Crume management and I should expect a call but never heard from Crume. They also said the installer said it was a gated community and he could not enter the property which is a complete fabrication. Not only did the installer not try to go to my premises but updated ***** that the dishwasher could be picked up by the customer and I interrupted it as I was on my own to pick it up and install it myself. 
  The fact that I had to cancel their service tells how bad their service has been.  They basically washed their hands of providing the paid service and I was forced to take things into my own hands.  Not only did I have to take the time to pick up the dishwasher but had to uninstall the old dishwasher, haul it off and donate it to a nonprofit, but install the new dishwasher.  In my opinion, ***** should not be using them for delivery and installation services.  I do wish to make this point about Crume Installations in my complaint.  By the way, I do have all receipts and am waiting to verify that I will be reimbursed for the charge for their uncompleted service.  ***** Service Center has done all they can but I still am weary until I see that my reimbursement actually comes through.  Crume Installations even charged me prior to completing the work hence why I am very weary.  On the third attempt to get Crume Installations to complete the work, I called the ***** Service Center and they said they would escalate to Crume Installations management as a priority.  I never heard back from anyone at Crume Installations and based on their comments, I read between the lines that they had washed their hands of completing the delivery and installation.  Crume Installations consistently scheduled days and times when I said I would not be available.  On the second attempt, I said I had doctor’s appointments and arranged a workman to spend extra time at my home to assure an adult was available.  They did try to contact me but I was receiving doctor’s treatment for sciatica and was not able to answer my cellphone.  Again, someone was at my home per arrangements with my workman.  The Crume Installations workman drove by my home and commented that it was a gated community and he had no way to delivery and install the dishwasher.  Of course, this was a complete fabrication since multiple deliveries occur on a daily basis from the likes of Amazon for example.  The only gates that are secured lead to the parking garage.  There are guest parking spaces and steps that can be taken to enter the community that delivery services use on a daily basis.
  
  What options do I have to make sure a complaint is filed based on Crume Installations poor service and how I had to take things into my own hands, spend considerable time attempting to get them to do their job, and finally realizing that I had to take matters in my own hands if I ever expected delivery and installation of my ***** dishwasher.  The local ***** employees and Service Center employees did their job and I know my only avenue is to file a complaint with ***** management at this point but I still want it on the record with the BBB so other customer can be imformed.
  
  
  Thanks,
  **** ******

• Initial Complaint

  Date:09/12/2024

  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.

  Purchased Double Oven from ****** on May 11, 2024. Crume Installation came to our house to measure for install on June 3, 2024. The old oven was removed and new brought in (new did not fit). The installer came alone and used lift equipment and damaged our wood floors. We helped him load old oven on lift cart. the installer used no protection on the floors. On June 17, 2024 a 2nd oven was purchased at ***** and delivered on July 2, 2024. We had informed ***** of the damage. Crume Installation’s installer saw the damaged floors when he came to install the new oven. Looking at damage, taking pictures and measurements he would not install the new oven until he had help come with him. He did want to take a chance of damaging the floors again. He called his boss about damage. ***** informed us that the installer said he did not do damage. Said size of the damage did not match the size of lift cart wheels. You can see where he went back and forth with the lift cart to align with front of oven.
  
  On July 12, 2024 Crume returned with two installers to complete installation of new oven
  During discussions with ******, we had to make many phone calls to resolve issue, spending 4 hours on one call. ****** have pictures and a movie of damage. Provided a bid for repair and cost of 3 days from home due to fumes. Store manager got involved and inspected damage. Store Manager sent a memo stating it was obvious damage caused by installer. ****** submitted all information to Crume. Crume installation still said they were not at fault. The ****** store Manager could not believe this response and sent another message.
  
  Crumes implied we lied about the floor damage and we waited a month to show them the damage. We did not lie and we had informed ***** of damage.
  *****s gave us a good faith offer of $800.00 and wants us to sign release form. Estimate for repair, motel and food was $4,231.00 We have until October 6th 2024 to accept this offer.

  Business Response

  Date: 10/14/2024

  Hi *****,

  In regards to customer ****** *******. Photos were taken, see attached, indicating manufacturer imperfections not damage associated with the installation. Additionally, the installer utilized a dolly with rubber wheels with dimensions that don’t correlate with the customer’s report. Customer also reported “damage” weeks after the initial installation. 

  Crume will always try to rectify situations in accordance to installation however this case does not seem plausible to such. If there is further information or evidence the customer would like to discuss, we are more than willing to review and collaborate, if needed. 

  
  

  Thank you! 

  
  

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  Customer Answer

  Date: 10/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 10/17/2024

  The marks are totally different than our hardwood
  floor.  They did not use a dolly but a
  hydraulic lift cart.  Crume sent one
  installer to remove and dispose of old oven. 
  My wife and I had to help him load the old oven for removal on the
  hydraulic cart.  He brought in new oven
  and found it would not fit (He did the measuring for new oven).  My wife noticed marks that evening and we
  knew he would be back to install an oven to fit so we notified ***** of
  damage.  Dimensions of wheel may not
  match but you can see where he went back and forth with cart to move away after
  loading.  Pictures show marks in front of
  oven.  Crume sent two installers second
  time, covered floor and said did not want to cause more damage.  ***** manager then came out as third party to
  inspect floor.  Said marks caused by
  cart.  We feel there should have been two
  installers and they should have covered the floor the first time and we would
  not be having this discussion.  Pictures,
  managers statement and estimates sent to *****.

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  order a 50 gal water heater on January 8th, 2024
  Installer convince me on a 40 gal. cost for Installation $1400.00
  contacted Instaler Crume Installations LLC & ****'s no resolution
  Lowe's work order # ******** 
  I am a senior citizen & was coerce into a 40 gal. when I ordered
  a 50 gal. which I had, but went bad.
  I want my 50 gal. & a price reduction.
  Regards / ******* ***** 

  Business Response

  Date: 03/21/2024

  ** ******

  Customer and customers daughter were in contact with both the store and Crume Management. Per the customers order, the customer did order, pay for, sign for and receive installation of a 40 gallon water heater. This was clarified and cleared by the entity product was ordered from as well with a documented dispute against the refund request. 

  Please let me know if there are further questions or concerns. 

  Thank you, 

   

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  ---

  Customer Answer

  Date: 03/21/2024

  
  
  ********** ********
  
  
  
  I am rejecting this response because: They coerced  & convinced me a senior citizen into purchasing a 40 gl water heater when I order a 50 from ****'s.  They gave me reasons that is the size they use in their home of 4 & repeated I DID NOT NEED A 40gl TANK I also asked for a itemized receipt several times by phone & text message to Crume & ****'s which I never received.  They both Crume & ****'s just repeat I only need a 40 gl.   I  also don't understand how a company with such bad rating  is used by ****'s .  I am not the only person they did this too, check with the water heater Inspector he will confirm what I have said. I will make sure everyone on the internet knows ,   I will never except what they did.

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

• Initial Complaint

  Date:11/08/2023

  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.

  They were scheduled to come out between the hours of 8-10. I was at the house all morning with an electrician waiting on them to show up. I get a call at 1045 that they were 10 minutes out. I told the tech **** that I was 20-30 min away that he could go ahead Inside that I already have an electrician there and I would be there. He called me as i was 2 minutes away saying that the microwave is installed but doesn’t work and all circuit breakers are on. I told him to let the electrician know I was 2 minutes away. **** tells my electrician it’s not his line of work. I get to the house and **** has left. The electrician can’t trouble shoot anything until he removes the microwave he mounted. I call **** and he said he had to rush out to go to another job 10 minutes up the road and I can wait 40-60 minutes he can come back and take a look at it. I told him my electrician has to leave now they can’t wait 40-60 minutes. I already paid out of pocket for them to be here and he just left without finishing the job; everything could have been taken care of right there on the spot and now I’m being pushed out of pocket to spend even more money and waste more time out of work to get this fixed after I also spent over $700. I called Crume and spoke with ******* or ******* (can’t remember name) and she told me that I’ll have to reschedule and that a partial refund is not authorized. My electrical in the kitchen worked perfectly fine when I moved into home 3 months ago. I had a home inspector check everything. I was told there was nothing they could do expect schedule another day for him to come out and take a look at the issue.

  Business Response

  Date: 11/09/2023

  Electrician was present during the installation. Per the Field Manager, electrician could not determine the issue while the installer was present prompting the installer's departure. Per the installer, they attempted to rectify with the customer but did not have a cordial return in words from ******* ******** (customer). Installer has since attempted to reach back out to ******* ******** (customer) but has yet to achieve contact nor received return phone call. 

  Crume is actively attempting to reach ******* ******** to assess and rectify the situation under the direction and feedback of the electrician as well. 

  We greatly apologize for the issue and look forward to reaching ******* ******** to reach resolution.

  Customer Answer

  Date: 11/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I did have a cordial response until it was implied by the business that it was my fault they couldn’t complete service and that I had to go out of my way even more to get the situation rectified and go out of my pocket even more to get another electrician to come out to the home. The business was unprofessional and did not complete service and just left my home. Business only attempted to reach out once and that was at 630 pm saying they had finished for the day and could come back out and look at the microwave again if I wanted them to. I told him several hours earlier after he left my home I did not want their business anymore bc of how unprofessional the technician was and how rude the customer service was. Therefore I was not cordial after several failed attempts to get the business to understand the situation.

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

• Initial Complaint

  Date:10/16/2023

  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 are so disappointed in the lack attention this matter has gotten from Crumes Installation Company. We purchased a dishwasher from ***** on July 30th & pd for installation. Crume Installation came on Aug 11th & after installing it a few days later we noticed our hardwood floors was wet & started to warp & mold is behind the dishwasher & under the floor. We called ***** & they sent Crume back out to check on Aug 17th. Said it was a defect in product but after we had ****** *********** to come check the damage. They fixed the leak & it wast not anything wrong with it. We have tried to contact. Crume to file a claim for the damage to our home. We have an estimate $21,173.40 worth of damge with warped hardwood floors and mold damage that needs to be fixed due to the installation that Crume installation cause. That was on Sept 28th but might be worse by now. We were advised on Friday, 09/22/23, by ****** with the “installation support team”, that ***** was no longer involved in this situation, and directed us to request insurance information from Crumes direct. No one will call us back & ***** says they are no longer involved since it was due to Crume installation. ***** sent us a gift card for the Installation fees which should have been a refund instead. ***** has been no help what so ever. I tried contacting the manager & they wont answer when I call to ask for them. Its been almost 3 mths & it needs to be fixed ASAP due to the mold causing health issues.
  We have been speaking to the installation support team every couple of days from date of 08/24/23 Since then we have tried calling ******* ****** Crume Installations,Quality Assurance Director Mobile:************ Office:************ Day after day with no answer and never returning our call. POOR BUSSINESS and will never pay ***** to install anything again With NO RESPONSE.

  Business Response

  Date: 03/20/2024

  *****,

  After further review, Crume Installations and multiple encounters with Mr and Mrs *******. Our field manager scheduled a visit for damage review that promptly canceled by the *******s. 

  Findings indicated the mating brass component was faulty and coincided with a 3rd party contractors findings as well. The 3rd party presented a report in favor of the *******s stating the 90 degree fitting was the issue. Crume replied back stating agreeance but is not the result of a faulty installation but a faulty mating component.  

  Crume attempted to present this information to The *******s stating the true root cause but were denied credibility and access to further review collaboratively. 

  
  Please let me know if you require further information

  Thank you, 

   

  ******* ****** 

  Crume Installations

  Quality Assurance Director

  ************

  ---

• Initial Complaint

  Date:08/04/2023

  Type:Delivery 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.

  Purchased a dishwasher from Lowe’s at Kmball, Tn and was only told several days later that Lowe’s did not install or deliver this item. I was given a number to call Crume Installation myself to schedule this installation. I was told that by the person who answered my call that I would be contacted in 1 or 2 days by someone to tell me when I could expect delivery. I received a recording informing me of the date which was 10 days after sale. Dishwasher was installed on promised date and did not work. Lowe’s offered to replace it and Crume again told me I’d be contacted when it would be delivered. Got the recording again. It did not work. Crume is now setting the next delivery date for 8/16 which they refuse to move up despite this being their third delivery in 6 weeks. They do not allow you any input on delivery. You get a recorded message giving you a delivery date. Two choices on the call: accept date offered by Crume or press 2 which gets you a message saying if you don’t accept date offered, be aware that your next delivery date will be at least an entire week longer. No opportunity to talk to a person. All Crume rep will say is you will be contacted in 1 or 2 days. Meanwhile the dishwashers sit at Lowe’s awaiting delivery. Lowe’s tells me they have tried to get my delivery sooner, but Crume will not change it. I’m left wondering if the dishwashers are both defective or installation is somehow wrong. But bc Crume gave me a wait of 17 days to get this new machine I am still out my money and have no dishwasher. It will be 6 weeks by the time they deliver it.

  Business Response

  Date: 08/09/2023

  **** *********** appointment is scheduled for Monday, 8/7, between 11 AM and 2 PM. This work order pertains to a malfunctioning dishwasher, and the customer has indicated that it hasn't functioned properly since its installation. As per the notes on the work order, the customer has expressed a preference not to have the new dishwasher serviced, and it was Lowe's' responsibility to contact the customer to address their concerns. Unfortunately, Lowe's has not fulfilled their part in this matter, which appears to be the cause of the delay.
  

  We sent out our Field Manager for that Area to address the concerns with the Dishwasher and found that the Water Line was a one piece line from the Shut Off Valve to the Dishwasher and the Waterline had failed causing an error code on the Dishwasher. The line was then replaced and no new Unit was needed. 
  
  We also acknowledge that this Work Order should have be given priority when scheduling, particularly when customers have been waiting for an extended period for the issue to be resolved but we were unaware that this customer was waiting on Lowe's to create a Work Order to start the scheduling process. This prioritization is essential to acknowledge the time customers have invested in seeking a resolution.

  We apologized for the inconvenience, Customer is satisfied, and the Work Order has been completed.