ComplaintsforWarners' Stellian

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had them come out 3 times for a dishwasher that I bought in December and has only run approximately 6 times. It keeps breaking and I keep having to take time off of work to be here as I do not have confidence in their ability to adequately do the job.

  Business response

  03/12/2024

  This is being repair today. If the repair is not successful, we will submit an exchange request to GE. The dishwasher is being serviced under the manufacturer's warranty. 

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim against Warners Stellian. I purchased 4 **** appliances, and WS completely misrepresented the quality and features of all 4. I was told that the gas cooktop had a safety features that it does not. I was told that if the k*** was turned and the flame was out that the gas would shut off, it does not, and 2 k**** turn freely, a gross misrepresentation. The dishwasher was not installed properly and has a problematic control panel. It is difficult to start it, and it will randomly shut off after it has been started and I will get up to dirty dishes. The double wall oven has a timer that is barely audible, and the control panel has issues. The refrigerator' water dispenser leaks, the left door will not shut properly, the refrigerator and freezer are both frosting up, and are off by 15 degrees. I was told these were high end appliances, a gross misrepresentation.I called WS about the issues, and was told that they would not do warranty work and to contact ****. I reached out to **** gave them serial numbers and details of all of the problems, I was told I would be contacted. After a number of weeks I had not heard from anybody. I reached back out to WS and was told that they would reach out to ****. Again, I heard from no one. I reached out to WS again to speak to a manager and was told someone would contact me. That someone turned out to be a WS representative offering their assistance IF I purchased an expensive extended warranty. I declined. I finally heard from a company that handles Beko warranties, and a repairman came out. After looking at each appliance, he agreed there were issues, but was unable to resolve them due to design flaws. I have tried hard to work with WS for a resolution and have been repeatedly ignored and lied to. When they say they will call back, they do not. When they say I will hear from someone with ****, I do not. The customer service has been terrible, and their idea of a resolution is not acceptable.

  Business response

  02/28/2024

  I'm sorry your appliances are not up to your expectations. Warners' Stellian terms and conditions accepted at the time of the sale state that once the customer accepts delivery then any functional issue must be addresed through the manufacturer's warranty. Since these appliances were delivered on Spetember 6 and 29, any issues with the performance of the appliances must be addressed directly with ****. I have contacted our Beko serivce representative and asked he contact you to resolve your concerns. 

  Thank you,

   

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

  Warneres' Stellian, Director of Repair

  Customer response

  02/28/2024

   I am rejecting this response because:
  
  Warner's Stellian misrepresented the products at the point of sale, and have been very unethical in their attempts to get us to purchase their Ironclad Warranty once we were having trouble with the appliances.  We Purchased the Beko appliances from Warner's Stellian, so I feel that they had more of a responsibility to take care of us as their customer.  We stand firm that Warner's Stellian has not resolved this issue.

   

  Business response

  02/28/2024

  As stated by the customer, if they had purchased our Ironclad protection plan then Warners' Stellian would be able to respond to these issues. Becasue they did not, they are on the manufacturer warranty for their appliances and must coordinate service through Beko. This is an industry standard practice. Beko's phone number is **************.

  Customer response

  02/28/2024

   I am rejecting this response because:
  
  ****'s 2 year Warranty was misrepresented to us by ******** Stellian, we thought we would be covered.  I understand that we did not purchase the Ironclad with the appliances.  What I am referring to as being unethical is the fact that once we started to have trouble with all of the appliances, and there was great difficulty to get anybody from Beko to respond, I reached out to Warner's Stellian and was told I would hear from somebody.  That somebody was a person from Warner's Stellian repair department, and they said "I am prepared to act with a sense of urgency with coordinating ************ if you were wanting to opt-in to Ironclad so Warner's Stellian can service your appliances."

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Feb 2023, I called a sales rep in the Saint **** office. I needed a new refrigerator and a washer and dryer. I knew what refrigerator I was ordering. I asked the sale rep for a recommendation for the washer and dryer. The sales rep ******************************* recommended a ** profile washer and dryer set (each unit cost $770). I relied on his recommendation. I promptly paid for the appliances in early February and told the sales professional to schedule them for delivery for March 4th to coincide with my familys move in schedule. March 3rd came and no deliver email was sent. Early March 4, I called the store and a competent person told me that ******* never scheduled the delivery. So we had a late delivery. I emailed ******* with no resposes. The appliances were eventually delivered.Early on, we noticed that both the washer and dryer seemed subpar. The dryer hardly dried and made a grinding noise and the washer would have issues having to be reset. Finally, in January (less than a year) we realized the dryer was not drying with heat. On February 1, ****, my wife called Warners Stellian repair department and got the run around. She eventually had to fill out a form over the internet to request service. Over ten days later D&T repair came out to diagnose the dryer. The tech said the dryer electrical panel was fried and it needs a new drum that would cost $600 and would likely only last a year. He said the grinding noise we heard was due to an installation issue. He said the ** Profile models were known to be subpar machines. Even though the D&T service call was a warranty call, they billed us $120 for the visit. I have to assume that the sales rep recommended the models only because ** Profile offered higher commissions.I called the repair department on February 12, and like my wife, I got the run around. So I promptly ordered a ***************** from a competitor. Warners' should replace the defective ** washer with a Speed Queen at cost.

  Business response

  02/19/2024

  I am sorry this customer is experiencing issues with their washer and dryer. The units are covered under the manufacturer's warranty. Any repairs or exchange authorizations would have to be approved through the manufacturer's service network. Warners' Stellian has complied with the terms and conditions of the sale. GE service can be contacted at ************** or at www.geappliances.com. 

  Thank You,

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

  Director of Repair, Warners' Stellian

  Customer response

  02/19/2024

   I am rejecting this response because:

  - Retailer's incompetent sales professional recommended bad appliances.  Retailer knows, or should know, that the goods they are selling are likely to be defective.  

  - I shopped at Retailer expecting better service.  If I wanted to deal with a company that would wash its hands of an issue I would have purchased from a big box store for a better experience.

  - Retailer waisted our time with its run-around repair experience.  

  It is obvious from the other complaints and the. Retailer response that the Retailer has serious issues conducting its business.  
  
  

  
  

  Business response

  02/19/2024

  We do not know if an appliance is going to be defective.What we do know is we sell thousands of appliances everyday and most of them are delivered and work as expected. They are not likely to be defective. We would have been out of business a long time ago if that were true.

  Appliances are designed to be repaired in the home and come with a repair warranty from the manufacturer. The manufacturer has a preferred service provider. They will help coordinate the repair of the appliance.
  

  The customer did not purchase our Ironclad protection plan which was offered at the time of the sale. With Ironclad, our customers gain access to our repair department. The customer made the choice to purchase this appliance and to not buy into our service network.

  These appliances were delivered over a year ago and are not eligible to be exchange. They have already replaced one which I gather means that one is no longer in the home so there is nothing to exchange even if it was approved.

   

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

  Director of Repair, Warners' Stellian. 

  Customer response

  02/19/2024

   I am rejecting this response because: Retailer is mistaking the facts.  Appliances were delivered in March 2023, less than a year ago.  Retailer attempts to fault the consumer for not buying their warranty.  It is common knowledge that these warranties are profit centers for retailers and subject to abuse. 
  
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built a new home in June of 2022 (moved in July 2022). We received all of our appliances from Warner Stellian and received whirlpool appliances. Our dishwasher has always been defective since day 1. It has never dried the dishes. We have contacted Warner Stellians multiple times throughout the year- first contact being in November of 2022. They told us what we can try and do to fix that problem and we did everything, however, it still didnt dry the dishes. Fast forward throughout the first year, they came out on two separate occasions to fix the non working dishwasher. The last time they came out to try and fix it was in August of 2023. I called again in November of 2023 to let them know it still isnt working, to which they replied sorry its out of warranty nothing we can do anymore. I fought with them on this and told them its the same issue since we first received the dishwasher and just because they didnt fix it by the warranty deadline isnt a hard stop to fix the issue. Since November of 2023 they said they were working with whirlpool to have them replace the dishwasher to which whirlpool just kept denying the request. Finally on January of 2024 they said to just call whirlpool. I did and they said its out of warranty. Nothing we can do. However, we started with occasions same issue since we first received the dishwasher and they never fixed it to give us a working dishwasher. Hoping you can help or provide guidance on the best steps to take.

  Business response

  03/01/2024

  We have completed multiple repairs to address this problem. On our last repair it was noted the heating element and fans were running normally. The customer is using a ******* brand of rinse aid which the Technician advised was a contributing factor. If the customer is continuing to have issues, we will submit to Whirlpool for an exchange or a parts and labor concession. Becasue this issue was reported within the warrany period, it should still be covered. All exchanges on delivered product must be approved by the manufacturer.

   

   

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

  Director of Repair, Warners' Stellian

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our refrigerator went out after 5 1/2 years. We had an extended warranty that covered the repairs. The initail loss of food was around $500. This loss is not covered under our extended warranty and we are fine with that. After the refrigerator was repaired and we felt it was cooling 24 hours later we filled the freezer up with meat we had purchased from ***************. Cost $750. After three more days we found the meat had thawed and had to be thrown in the garbage. Apparently the technician didn't get all the contaminets vacuumed out after the first trip and that's why it failed the second time. Since the second failure was because the techs repair failed we felt Warners' Stellain should reimburse us for that loss of meat. They didn't fix the issue correctly the first time and they want us to burden another financial loss. They had a woman who identified herself as the service supervisor and she came off as short and rude with me. Sadly I responded in like and she just ended up talking over me. The conversation went no where and I'm sure I ended up the bad guy. I learned at the END of the call that she had recorded the whole conversation which she said she would show to another supervisor. She told me to contact ** for our losses due to Warners Stellains failure and ** responded it's not their fincial responsibility to cover someone elses mistakes. If the tech didn't do his job correctly the first trip out why should we have to lose more money over his failures. And the sad part is he really was a nice and knowledgable tech. We didn't do the repairs, Warners Stellian did. We feel Warners Stellian should reimburse us for losses only after their repair failed. And if it's not my fault I wish they wouldn't put someone in a position of authority who's sole job is to come off harsh and upset me like it's my fault, and make ne go on the defensive. I was extremely nice to everyone I dealt with and didn't deserve to be treated thet way I was by her. I was truly offended.

  Business response

  01/12/2024

  My *********** Manager, ********, reached out to the customer and apologized for the supervisor's attitude on the call. Our first job is to listen and in this case, we failed. I apologize for the experience. We will address that as a coaching opportunity. I believe ******** also explained why the refrigerator failed and how it was not an error on **************'s part. We have since completed the repair. We are working with the manufacturer on possible compensation. 

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

  Director or Repair

  Customer response

  01/18/2024

   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. I will wait to hear back from Warner's Stellian on a settlement. Thank you.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE PURCHASED A SET OF 4 APPLIANCES ON 11-24-23 FROM WARNERS STELLIAN STORE. THEY WERE ALL DELIVERED ON 12-19-23. WE PURCHASED THE APPLIANCES FOR THE SOLE PURPOSE OF RECEIVING CONSIDERABLE REBATES AFTER THE ***** ONE OF THE REBATES EXPIRED ON 12-29-23, WHICH WE HAD NO IDEA OF...JUST A MERE 10 DAYS AFTER WE GOT THEM! SO, WITH THE NEW YEAR, WE GOT TO THE REBATES, WHICH WERE SO DIFFICULT TO UNDERSTAND, WE ENLISTED THE HELP OF ******* (WHO WAS OUR SALESPERSON). HW SEEMED QUITE VAGUE ABOUT THE ***** AMOUNTS AND KEPT PUTTING US OFF, TELLING US HED GET BACK TO US. THIS MADE US VERY UNEASY AS HE NEVER TOLD US THE EXACT AMOUNT OF THE REBATES. AFTER MANY PHONE CALLS, TODAY, IS 1-5-24, ONCE AGAIN, HE TOLD US HED CALL US BACK. WE GOT ANGRY WITH HIM FOR BEING EVASIVE WITH US. HE TOLD US HE SENT IN THE REBATES BUT WOULD NOT GIVE US ANY MORE INFORMATION, AFTER WE ASKED SEVERAL TIMES. ALL WE WANTED TO KNOW WAS WHAT WERE THE REBATE AMOUNTS. HE KEPT TELLING US HE SENT US EMAILS ... BUT WE NEVER GOT THEM. AND, THEN HE SAID, YA, KNOW, IF I HELPED EVERYONE WITH THEIR REBATES, I WOULDNT GET ANYTHING DONE. WE DID NOT LIKE HEARING THAT ... LIKE HE WAS DOING US THIS BIG FAVOR! THIS STORE OFFERS REBATES AND DOESNT STAND BEHIND THEM IN CASE CUSTOMERS NEED HELP. THEIR REBATE PROGRAM IS NOTHING BUT A COME-ON/SCAM. WE ARE SO UNHAPPY WITH THIS PURCHASE AND NOW POSSIBLY STIFFED OUT OF THE SO-CALLED REBATES FOR WHAT WE WERE TOLD INITIALLY WOULD BE ABOUT $900. I WILL NEVER GO BACK THERE AND WILL LET ALL I KNOW TO STAY AWAY FROM THERE AS WELL. ESSENTIALLY, WHAT THEY OFFER, DOESNT EXIST! THIS HAS GOT TO BE ILLEGAL. EVEN IF THE REBATES DO EXIST, THE STORE/COMPANY MAKES IT SO DIFFICULT TO AVAIL YOURSELF OF THEM, THAT YOU JUST ABOUT GIVE UP... AND THIS IS PRECISELY WHAT THEY BANK ON!

  Business response

  01/08/2024

  I apologize for your experience. I will have someone from the management team from the Woodbury store reach out to you to resolve this issue.

   

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

  Warners' Stellian, Director of Repair

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a stove July 12th and it wasn't delivered until Oct 9th. When I would call Warner Stellian I was told they were waiting to get the stove. I was never told this could take three months. Since we got the stove it has continued to 'pop' the circuit breaker. This has happened ********** in the two plus months that we have had the stove . I had a master electrician look at the issue and was told stove is drawing to many apps. Specs for stove calls for 40amp breaker. Our breaker is 50 amps. Electrician tested the stove. With one burner and the oven on was drawing over 40 amps. When turning another burner stove **** over 50 amps and 'popped' the breaker.When I talked to Warners Stellian repair service they said they cannot repair 'electrical' issues. I had to talk to sales person. When I talked to salesman, ****, and explained the above issue **** said this a manufacturers issue and could not help us. **** said I had to deal with GE to resolve the issue. When I asked **** about returning the stove, **** became very condescending and said why return a stove that isn't broke.I have had the stove in my house less then three months and believe Warner Stellian should provide customers service for a product that they sold.I would have been willing to trade the stove for another stove, but because of the salesman condescending attitude I would just rather get my money back and not have to deal with ****** Stellian any longer.I bought the stove from Warner Stellian and believe they should assist me resolve this issue.I would simply like to return the stove and get my money back. Cost of stove ******, delivery charge *****, and disposal fee *****.

  Business response

  01/05/2024

  I apologize for your experience. Since your range was delivered in October, we are unable to approve a return unless approved by the manufacturer. Your unit comes with a one-year manufacturer warranty that covers parts and labor for any functional issue. Due to high call volume, we are unable to repair under warranty unless you have purchased our Ironclad Product Protection plan. Service for GE can scheduled at **************************************************************************** or by calling **************.

   

  Thank you,

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

  Warners' Stellian - Director of Repair

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** purchased late Nov and delivered mid-Dec by a 3rd party and not Warners' Stellian as promised. We had problems with 3rd party vendors in the past, wanted assurances they wouldn't be used here, and haven't had issues with Warners' Stellian in the past when they do the delivery and install. The 3rd party company took old washer and dryer and broke components on both the new washer and dryer upon install. They only identified the dryer issue, which took 1 week for a diagnostic appointment, not a guaranteed fix or install. It was fixed and installed 1 week later, but then the washer was run only to find it didn't work because the door latch was broken upon install as well. Warners' Stellian ordered the part, but it isn't slotted to come for 'another week', but I only have their word it was ordered and no expected date when it will arrive. I also do not have an appointment to get it fixed, which based on recent history, suggests it will be another week after the part is obtained. Since I have no working appliances, which is what I paid for, I wanted compensation until I had the same condition of appliances they took. I was told they do not compensate and have no responsibility to deliver working appliances. It's clear to me they don't stand mange their vendors as that was the problem here, but I shouldn't have to suffer because they chose to outsource vs. keep that process in-house.

  Business response

  12/21/2023

  I apologize for the customer's experience. It is certainly not our intent to deliver damaged appliances. Accidents do happen which is why we have a department dedicated to repair when there are functional issues like this. I can see that the part needed is on order. I also see notes that the customer was given an ETA of 12/27. We do not carry parts on hand. We service over 70 brands and thousands of models of appliances. We are not able to physically house parts to cover all the appliances we sell and service. Once the part is received, we will call to schedule the repair. The customer has Ironclad Product Protection which allows for a one-time $50 laundry credit which will be sent via check. I will have that processed today (12/21.)

  Thank you,

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

  Warners' Stellian, Director of Repair

  Customer response

  12/29/2023

   I am rejecting this response because:
  
  As the business stated, the *** for parts was the 27th. It is now the 29th and no one has contacted me the parts are in or an updated time-frame. Additionally, we were told about the $50 gift card as stated in the business's response, but the email they sent me indicates they are only providing $25 and not $50. I sent a response nearly a week ago asking if they would fix that to the correct amount of $50 but again, as with the service department, no response from the business.

  Business response

  01/04/2024

  You were issued a $50 laundry credit which was mailed to you via check the week of 12/21. Please allow for additional mailing time due to the holidays. In addition, you have been sent a $25 gift card as an apology for the service delays. Part ETAs are estimated times of arrival. As previously stated, we do not carry parts on hand. We rely on third party vendors to provide parts to us. Part delays can occur for a variety of reasons. Certainly the holidays are likely the issue. I apologize for the delay. I see that the part is now in and you scheduled for repair.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased and entire kitchen of new appliances in 2017. The dishwasher has been serviced twice since then. Once it was under warranty and once after the warranty expired. The most recent service was 5/2023. The dishwasher was making a loud clunking noise with every wash cycle. The service technician came out and supposedly tightened the lower sprayer arm and told us it was fixed. Within a month or so it started happening again. We were able to tighten the arm occasionally but the frequency of the noise has increased. It is now making noise with every wash cycle no matter how many times we tighten the sprayer arm. I put in a service request with ****** Stellian on November 19 And never heard back regarding an appointment. I just contacted them again today December 5 and was told that they no longer service appliances outside of #Warranty and that we should call another service provider.I Explained to them that my issue was not resolved on the last service call which I was charged $150 for and the technician left my house after only five minutes. They still refuse to come out and service the dishwasher. Im not asking for money to be returned or to not have to pay for repairs. I just want someone to come and fix my dishwasher.

  Business response

  12/06/2023

  Hello,

  You are correct. The original repair attempt did not fix the issue. We should have taken this call. I will send this to my Parts team to review and create a quote. No additional labor charges but the part will need to be paid for. Once the quote is created you will receive an email with a payment link. Once payment is made, then the part will be ordered and you will get another email with an ETA. When the part arrives you will receive an email and/or a text that your part is in and ready to schedule. No additional labor will be charged. I apologize for the confusion and inconvenience.

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

  Warners' Stellian: Director of Repair

  Customer response

  12/06/2023

   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.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  All brand new kitchen appliances purchased October *****, 2023. Issues involve range (stove/oven) purchased 10/15/23; installed 10/19/23.Reported stovetop scratches- called 10/24 & text pictures; replacement stovetop ordered (not whole range, just the stovetop).11/6/23 Serviceman ***** arrives ~2pm to replace stovetop. During this ~2.5 hour service call he unleveled the range (feet), broke/lost a light lens for the "hot surface" indicator light, scratched the top stainless steel faceplate in 3 different places & also scratched the inside of the oven door. I was informed of the light lens he broke, that he'd need to order a new one and I'd need yet another service appt for the new light lens to be installed. For the 4 scratches he caused, I reported this & sent pictures on 11/7/23 to **** and asked for remedy. Understandably, he'd need to research & call me back. After 48 hours w/o hearing from ************** of a canned email notification that only the light lens has been ordered, I call back for update. No new information was offered to me nor a resolution timeline. I subsequently made at least 2 more calls seeking an outcome/resolution w/o progress.Supervisor ****** called me 11/16/23 at end of business day stating she's working with **** & to inform me a resolution is not yet available as she awaits email reply from service technician & promises me a return call 11/17/23. This did not happen. I again call the morning of 11/21/23 & ***** denied my rqst for supervisor & informs me supervisor ****** is on a break and she'll need to call me back after her break. It's now after close of business on 11/21/23 & ****** has not called me back nor has any other supervisor or ANYONE. I have been getting the run around for weeks with no resolution/timeframe in sight. This is a brand new appliance and it's their serviceman who caused the damage. It should not take this long to resolve. Not even a supervisor is returning my calls or following through.

  Customer response

  11/30/2023

   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.

  Complaint ID ******** The business has reached out to me directly via email and phone. A satisfactory resolution has been reached. Thank you *****************************

   

   

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