ComplaintsforYale Appliance

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went to Yale Appliance to purchase and install a few kitchen appliances, namely Miele Wall Oven, Speed Oven, an ** cooktop and a Hood. They told us the process is for someone to come to the house analyze the configuration and then then recommend. The cost was 199 and was supposed to be credited as part of the install. Their agent came and sent his analysis to the Store.The Store did not call us back for a week after the visit. We had to call them to find out and leave several messages. They finally sent us emails regarding recommendation and since then no contact. Won't answer emails or phone. The purchase was going to be for ~15k or so and they do not even have the courtesy to call me back to let me know either they cannot fulfill basic commerce? What a ridiculous way to run a business!

  

  Business response

  04/19/2024

  We are truly sorry for the frustrating experience you've had with Yale Appliance. Your feedback is important, and we're taking it seriously.  We'll be issuing a full refund of the $199 fee and extending our sincerest apologies for the inconvenience caused. If there's anything else we can do to assist you further, please don't hesitate to reach out. Your satisfaction is our priority. I am also here if you need anything. ******************* Director of Services ************

  Customer response

  04/19/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Bosch washer/dryer from Yale Appliance. It failed. Yale Appliance have service techs came to the house several times. Ultimately Yale decided to replace the washer. The accompanying dryer worked well but was not compatible with what would be the replacement washer so I was charged $1600. The new washer failed. It leaked through the floor and ceiling below. I had paid for the dryer with a Citibank credit card in April. By late May, early June I still had no washing machine. My wife actually holds the account with ********; she disputed the $1600 charge. Eventually we got a new washer. Citibank notified my wife that the dispute was settled in our favor. Several weeks later I received an email from someone at Yale saying my account was past due and going to be referred to a collection agency. I sent Yale a check for $800. I was not going to pay the full bill, yet. The collection agent contacted me once. I explained my side of the story. He emailed once more I believe and then not again. A ************** consumer protection advocate spoke with someone at Yale who very left handedly said the matter was settled for the $800. Today the washing machine was making some pretty unhealthy noises. The washer is really only 3 or 4 months old. I contacted Yale customer service. **************** explained that they would not service my washing machine because my account is in Collection. I have no idea where to turn. Did I mention that this washing machine and dryer were purchased for my 96 year old mother and my 55 year old brother who has Downs Syndrome. I look forward to some resolution. Thanks

  

  Business response

  10/26/2022

  The customers original washer was in need of major repairs,rather than continue with repairs Yale offered to provide a new washer at no cost to the consumer . With the new reselection on the washer the customer also selected a new compatible dryer. The cost of this new dryer was approximately $1600.00. This was gone over in the former BBB Complaint ID# ********.
  
  Shortly after delivery of the washer, it was determined there was a faulty drain hose from the manufacturer.
  Yale replaced the washer at no cost again.  Even though it was a manufacturer problem, we paid out of pocket for the mold testing and to have the ceiling repainted.
  
  The dryer was not compatible with the washer and cost $1600.  The customer disputed the charge and we were forced to settled for $800 and they are not in any collections dispute, even though all we tried to do is help and show good faith.
  
  At this point, I think its best for both parties to cease this relationship.
  
  However,  the unit is still under warranty.
  
  Bosch has factory service fixing other stores issues just the same as if it was bought at ********** or Lowes.
  
  Their number is @ ************

  Customer response

  10/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

  I agree that the relationship is bad. I purchased a  washing machine and with a warranty. When it came time to replace the washer, I was told I would only have to pay $1600 for a dryer that I didn't need. Once I paid for the dryer Yale stole the perfectly good dryer that I had to replace . I told them I wanted the older dryer. they told me it was company policy.

   

  Getting back to paying for the dryer, I used a Brand Source Card, backed by Citi, lets call it account *******************. This card was in my wife's name. When the new washer failed, and damaged my mothers home, I asked my wife to dispute the charge. At some point Yale withdrew the charge from the Citibank card and what, opened a new account at Yale in my name. Isn't that what ***** Fargo was doing years ago? Either way, if what Yale did was not illegal, it was certainly unethical. I was never mailed an invoice. I know I had to pay something for the dryer, but was never mailed an invoice. Instead, 3 or 4 emails came within a week or so, demanding payment. One, which I have attached offers $300 off and a 5 year warranty. I am not sure the value of the warranty, but it must be pretty valuable because Yale is throwing these Bosch washers out like they are old shoes. Anyway, I sent a pretty "in good faith " payment of $800.00. Forced to settle? Who forced Yale to settle? I have zero power here to force anything. Still from Yale, nothing, except through a collection agent in ************ whole stopped calling when I explained the Citi credit card refund.

   

  I do not want to do business with Yale but, seeing as they made an offer, they must see that they are not without fault here. For them to treat any patron with such disregard is well, unworthy of a business who would remain in good standing with the Better Business Bureau. 

   

  Lastly I contacted Bosch 9 days ago. So far an automated response that someone will be in contact, soon. I made the purchase from Yale. Maybe they would have better luck with the multi national company. 

   

   

  

  Business response

  10/31/2022

  We didnt steal anything...  
  
  The old dryer was not compatible to the washer.  We removed the old dryer as we do with old equipment and recycled it as scrap.  You called us TWO months later.
  You didnt make a good faith payment.  We settled for $800 only because it cost way more in small claims.
  
  So we paid for mold remdiation and painted your ceiling in good faith when  it was a manufacturing issue beyond our control.  We are then forced to eat another $800.
  
  and you are calling us unethical..and want us to still return to service your machines.
  
  Rarely, but especially in this case, the customers is not always right. 
  
  Nothing in our view has changed.  We will not be returning to this customers house ever again

  Customer response

  11/01/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

  You did steal the dryer. I asked that it be left. My wife called within ONE HOUR of you driver stealing it to get the machine back. The dryer was still a useful appliance that I am sure is drying someone's clothes in the Yale family, or maybe someone got a few hundred dollars for working dryer. And your two month claim is just something you made up because it was an easy lie. My wife's phone will have the records of contact with Yale all within an hour, the next day and subsequent days. There are also messages from Yale on the day of the theft and following days.

  I paid for the appliance with a credit card. the credit card was in my wife's name. When the whole endeavor went incredibly wrong, my wife disputed the credit purchase, anticipating just a quicker response from Yale. Instead, Yale removed the purchase from the card to make it easier to call in a collection guy. The purchase was assigned to an account I don't have, the account number is my phone number.  I never received a bill in the mail. My wife's Brand Source (Yale) card had a zero balance. 

  I paid $800 to get my account out of that contrived collection action

  And thanks so much for fixing the damaged ceiling. Yale should just walk away from whatever damage they do. 

  And thanks so much for promising not to come back to our home. You have made a significant impact in the life of my 96 year old mother and 55 year old handicapped brother. They now, again have a damaged Yale appliance not working in their home. When I am not around they have the pleasure of walking down to my basement to do laundry. Bravo Yale. 

   

   

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about two issues: washer and dishwasher both purchased from **** with extended warranty. -Both stopped working in the past few months and Yale offered service calls months later each time. When dishwasher stopped working on 7/1, they offered a call for November. Each time after many calls they finally offered an appointment weeks later. -washer leaked and flooded the entire basement shortly after it was serviced. All basement needed to be remediated for mold and months later I am still waiting for new flooring to be installed. **** replaced the washer and offered to help pay for costs that were not covered by insurance. However, later started to negotiate down over a few hundreds of dollars.-dishwasher is still not working. It was serviced for the third time today and we were told that it is fine to use now. However, when I tried using it ,it stopped working again mid cycle. For weeks now I am busy with sucking water from the dishwasher trying to keep it dry to avoid mold, let alone hand washing all the dishes and multiple calls to plead the to come fix it. -**** fails to fulfill their end of the warranty, yet threatens that warranty would be void if I get another person to repair it,-I ask them to either replace the dishwasher or explain to me why it is still not working and fix it right away and help pay with the damages in the basement as they promised . I ask that they help pay for a mold testing in the kitchen after multiple dishwasher failures and leaks.

  

  Business response

  08/10/2022

  Issue one washer: This was resolved and we replaced the washer and helped in additional costs associated with the issue. Even though this issue wasn't related to the repair that happened 6 weeks prior. 

  Issue two dishwasher: This unit had a faulty water valve we replaced it, and showed concerns of other leaking issues under the sink not related. We were hired to repair the issue, damages and mold intervention is not part of the coverage. We are still in contact with customer. 

  Customer response

  08/10/2022

  Washer was replaced but we did not receive the promised compensation for damages. 

  Dishwasher is still not working-the valve was replaced however after 2 days it stopped working again. As I mentioned yesterday they serviced, they told me that it is good to go however first time I tried using it ,it stopped mid cycle. I talked to customer service this morning who told me that "it is trial and error" to fix the machine. We do not have any service scheduled and at this point it is clear that they are unable to diagnose the problem correctly. 

   

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  08/11/2022

   Yes we see the additional service request regarding the clients dishwasher. We have since per the clients request emailed a confirmation date of that repair. We are going to have our Customer Experience Lead make direct contact and go through all aspects of the customers experience and be the point contact until a resolution reached. 

  Customer response

  08/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The warranty states that machine is to be exchanged if serviced for the same reason twice in 6 months . This wss seeviced twice ( and one additional third service for part change) between 7/21 and 8/15. I dont want more service. I want a bee washer and compensation for mold inspection. Company ignores my emails 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Miele range on 6/17/2021 from ****. Invoice number YS00410238. The cost of the Miele Range was $8,498.94. I have attached my letter addressed to the President of **** explaining the details.

  

  Business response

  02/04/2022

  We are honoring an exchange on the product for the customer. Working out availability with them. 

  Customer response

  02/04/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a refrigerator from Yale Appliance it was brand new. The ice machine never worked and the doors didn't line up. They refused to replace it and said they would repair it even though I paid for a brand new appliance that was broken from the beginning. It has been more than 5 months and I still don't have a working ice machine and doors are still not fixed. I paid for a new fully functioning refrigerator and was denied a replacement. I don't want a fixed up refrigerator I would like a new one that I paid for. I have waited long enough.

  

  Business response

  01/04/2022

  The warranty is in place for repairs at no cost to the customer not replacement.  However we did honor a replacement and exchanged the product fully on 12/22/2021 

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife Samantha Black and I purchased a GE Café 36 French Door Stainless Steel refrigerator (model #CYE22TP2MS1) on 4/28/2021. We had a delivery date of 11/12/2021 and need this fridge in order to drink filtered water from our town. Our town water is not drinkable for those who are pregnant and also for infants. My wife is 5 months pregnant and we have a 1.5 year old daughter. We have been purchasing bottled water for months now and while we were willing to wait until 11/12/2021, we called today and found out that our order has been delayed until 12/21/2021 at the earliest. This is absolutely unacceptable. We were never notified of this delay and found out due to calling ourselves. We currently don't have a working refrigerator and are paid in full for $2,800 for our new GE Café Fridge. We need this delivered ASAP. In searching around, there are other local big box stores who have this fridge available, if you have to purchase it from them to repurpose, that is on you but we shouldn't have to be living off bottled water and a now mini-fridge when we paid $2,800 out of our pocket for a fridge to meet our families needs. The delay and lack of communication is upsetting. We would like our fridge to be delivered on 11/12/21 as promised before or, we want a fridge that is like in size and model to fit in our kitchen so we can have drinkable water and storage for our infant daughters food.

  

  Business response

  11/17/2021

  First, we humbly want to apologize for the lead time. appliances and lead times have been confusing to say the least. Our records show the refrigerator has been delivered. Please let me know any problems. Sincerely, ***************************** CEO

  Customer response

  11/17/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

  Hello,
  

  Thank you for your response. 

  I wish it was as simple as it has been delivered. We had to spend close to $1,000 more to have a different fridge installed that was in stock. While a product has been delivered and we are happy with it, it is unfortunate that we had to pay a premium over what we had already budgeted which comes right around the holidays. All we wanted was what we had been promised. We would like a credit for the difference we paid for the fridge if possible. It really was an unexpected expense for us to be able to have filtered water and cold food in our home. We were at the top of our budget already when we purchased $13,000 worth of appliances from your company but heard great references. 
  

  
  Regards,

  *******

   

   

• Initial Complaint

  10/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased our kitchen appliances from **** and spent a good amount of money on the Fridge - $4000. After 6 months we started having issues with the fridge. A technician came out to fix it and indicated they had to replace the back panel. We had to wait another few weeks and they finally came back and replaced it. Not 1 week later, ice is forming again and its not working. We cant get them to respond to our calls and have someone come look - and fix this issue. This is unacceptable. Our brand new expensive fridge isnt working and they wont respond other than to say, well try to get someone out there.

  

  Business response

  10/27/2021

  You are right to complain.  We have tried to keep this refrigerator operational while we wait for parts.  A replacement refrigerator has been ordered.  That has been backordered.  As soo as it arrives, we will replace.  Thank you for your patience and understanding.

   

  Sincerely,

   

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

  CEO

*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. ↩