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Business Profile

Wholesale Major Appliances

First Build

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Major Appliances.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/26/2024

    Type:Product Issues
    Status:
    Answered
    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’m so disappointed. I never buy expensive, top brand items. I thought because this company was well know and because of tons of people having their product it would be a safe bet. Recently my machine has been flashing a green light. I have tried 3 different outlets, called customer service 4 times.. no one cares to help. They say it’s a power supply issue. I ask if I can replace the power cord? They said they never have heard of this happening and since it’s been over a year “they are sorry”. Sorry for what? Sorry I trusted your company. It’s not fair. My family isn’t made of money. I bought this machine for my father who was dying of cancer and literally wanted nugget ice because it was easier for him to chew.. as if I didn’t have enough going on, while trying to problem solve all the different flashing lights all they can offer is a “sorry.” It’s not fair. Word of mouth is everything and now I’m left with a $600 piece of trash that won’t work a year later.

    Business Response

    Date: 01/29/2024

    Thank you for your comment, and we're sorry to hear about your experience. However, FirstBuild no longer produces Opal; it is owned by GE Profile. For warranty claims for GE Profile, please go to: *******************************************************************************

     

  • Initial Complaint

    Date:12/04/2023

    Type:Product Issues
    Status:
    Answered
    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 Opal ice maker for my wife on 11/12/22. We did not unbox it for many months. Due to an upcoming family visit, we unboxed and set it up in October 2023. The unit was defective. I contacted Opal customer service on Monday, 11/13/23. Initially, they were gracious agreeing to replace the unit despite being one day outside of the warranty, They sent the email I attached. I responded but did not hear back. After multiple calls, the rep finally emailed back declining since "they do not honor online purchases from *********" This item was purchased NEW (clearly listed on my receipt from Woot). I called back several more times and eventually spoke with a supervisor who confirmed that they will not help at all. Due to their delays in follow-up, Woot also refused to help.

    Business Response

    Date: 12/04/2023

    We are sorry for your experience with ********* Please reach out to Amazon for help with this Woot purchase.

    Please also note that the Opal Nugget Ice Maker is now owned and distributed by GE Profile, not FirstBuild. 

    Customer Answer

    Date: 12/04/2023



    Complaint: ********



    I am rejecting this response because:

    I have reached out to ********, and their response was attached.  I reached out to ********** *s well, and they declined as the concern was brought to their attention outside of the warranty period.

    I'd like to emphasize again that there was an unnecessary delay on GE Opal's part between first agreeing to help followed by refusal.  More expeditious follow up likely would have yielded a more satisfactory response from Woot and/or Amazon.



    Sincerely,



    *** *****

  • Initial Complaint

    Date:08/28/2023

    Type:Product Issues
    Status:
    Answered
    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 NOV 2022.
    Ice maker worked well up until 1 mo ago
    after following the checks per first build the machine still does not work. there has been some type of fluid leaking from unit onto counter. i have sent them all the required photos ie purchase verification, serial and model numbers.
    they tell me that while i purchased from walmart it was actually a 3rd part i purchased from and they do not honor purchases made from 3rd party company.
    Maybe the actual company I need to contact is exceptional DEALS?

    Business Response

    Date: 08/28/2023

    Hi ****** 

    We are sorry to hear about your experience. Unfortunately, as this was purchased through a non-authorized dealer, we are unable to provide an exchange. The proof of purchase you provided confirms the product was not purchased through an authorized dealer and, therefore, cannot be covered under warranty. We recommend reaching out to the reseller for any further resolution beyond troubleshooting.

    Thank you, 

    FirstBuild customer support

    Customer Answer

    Date: 08/28/2023

     

    Complaint: ********



    I am rejecting this response because:



    Sincerely,



    Paula Noyes

    I reached out to the supposed 3rd party for assistance and or confirmation  below is their response



    ***** *****
    I purchased an Opal ice maker from you through Walmart. I have had less than a year. I have been in touch with first build for trouble shooting instructions. The unit no longer makes ice. The circulating water is room temp. The internal fan is not working. I want to get this replaced. Paula


    Fri, Aug 25 at 3:13 PM


    ********* *****
    You have emailed the incorrect person, we have never carried this item.

    Fri, Aug 25 at 8:14 PM


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

    Sat, Aug 26 at 11:04 AM



    I am forwarding this reply from exceptional deals trying to get a resolution for my opal ice maker.   
    Paula N


    Show original message







    Business Response

    Date: 08/30/2023

    We are sorry you're experiencing this issue. However, the third-party dealer you mentioned is not an authorized Opal dealer, and we do not have a contact person there to be able to help with your situation. I'm sorry we're unable to help further.

  • Initial Complaint

    Date:08/22/2022

    Type:Product Issues
    Status:
    Answered
    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 Opal 2.0 was bought on 6/28/2022. One week after the purchase the unit start making loud noises. I contacted the company to get resolution on 7/13 and the representative asked for all documentation and said they only replace units and not send any techs. They also asked for a video documenting the noise. I replied back with all of the documentation and video. They decided to not respond to any of my 5 emails and stop contacting me. I have all of the documentation outline my communication. When I sent them last email saying that if you don’t contact me in the next 48 hrs, I will contact BBB. I received the following reply “ That's great. Please let us know if you need additional assistance. Thank you !”. It seems like the company has no regard for any consequences to bad business practices.

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