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:06/06/2025

  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.

  My name is ******** and I am reaching out in regards to the Mrcool system we purchased. I am extremely dissatisfied with this product that we spent nearly $10,000 on. We only used this product for 2 months during the warmer months of the year for the ** aspect. Ive owned the health risks it has imposed on my family is not okay. When purchasing this system we were made to think this was to help air quality and allergies. This is far from what we are experiencing now. About two month ago we started our unit up to cool our home for the summer months. As soon as we started the units a strong stinky socks smell came out of each unit head. I took a look further into this issue and it said mold could be in the system so we took apart the unit heads and deep cleaned each and every single one. The smell still persisted. My whole family has now been sick since we turned these units on. Both my four year and two year old have had multiple ear infections and sinus infections which I have all doctors visits documented. One of the unit heads doesnt even blow out cool air. I reached out to ****** and they said since there is no visible mold and the system was cleaned out and it is draining fine that the issue lies deeper within the units. Talking with the lady on email she stated you need to get these deep cleaned twice a year. I already paid about $10,000 for the system. No where on the site does it state that this product needs that amount of maintenance. I do not have the time nor the money to do that l. That is something that should be advertised.This has caused many health issues the health risks that these can cause is insane. I thought I was purchasing something to improve our health not make it a thousand times worse. I am now getting *********** placed into my home. And I would like to be refunded for this horrible product. You can have the units back but to have something in my house that makes my family sick is not going to happen. Please contact me at ************

• Initial Complaint

  Date:04/15/2025

  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 ordered a refrigerator and stove. Both items should have been delivered by 02/28 but I did not receive the items until around 3/14. On opening up the appliances we discover that both stove and refrigerator are damaged. They replaced the door for the refrigerator but have not responded regarding the stove. When I called they said the stove is on back order and they do not have a delivery date. I let them know I cannot wait indefinitely for a stove. On 3/16 I asked for an update. I did not receive a response until 3/22 stated they will keep me posted and will let me know as soon as they hear back form "them". On 3/23 they stated they need a better photograph of the damage. I sent them the "better" photo the next day. On 3/28 they once again requested a clearer picture of the barcode for the stove so they can move forward. I sent them a "clearer" photo on 4/4 and have yet hear from them. I want the stove returned as this was suppose to be delivered since the beginning of March. I already expressed to them that I need it returned because I cannot afford this delay. I feel like these are all delay tactics to keep me stuck with this stove. I just want them to come pick up the stove and provide me with a full refund.

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. We have reviewed the customers concerns and have already taken action to resolve the issue.
  As of now, the return of the stove has been fully authorized and scheduled, and a full refund is being issued to the customer. The refrigerator door had already been replaced earlier, and this additional return completes the resolution.
  This case has been addressed in full, and we consider the matter resolved.

• Initial Complaint

  Date:03/21/2025

  Type:Product 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.

  These people have a way of setting you up for failure and don't care. I placed and order with them, never heard a word other than an immediate auto generated "thanks for your order" email. Eventually I asked them to cancel the order. Then they decided to ship the unwanted product anyways. claiming that there was nothing they could do. I told them repeatedly that I would refuse the product. After I refused the shipment, then they threated me with a hitherto unknown policy that I would have to now pay for restocking something that they should have never sent out in the first place. Also, they do not even stock these items, it gets sent back to the manufacturer, so there's no "restocking" to be done. They only try to rip people off for 35%, which in this case amounts to over two thousand dollars in fees that, not only wasn't I made aware of, but are not something that I would characterize as being in any way fair given the circumstances. This company is the exact opposite of helpful and I want ALL my money back. I don't know what to do other than to resort to hiring an attorney? They have made thing worse at every turn. I believe this is considered fraud, what they have done. and it is unacceptable.

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to respond to this complaint and provide clarity.
  The customer placed an order with us on March 6, 2025 and the item shipped our on March 11, 2025. The customer did not contact us until March 14, 2025, after the product had already left the warehouse. At that point, the order could no longer be canceled, as stated clearly in our Refund & Return *************************** *************************************************************************
  Our policy explicitly states:
  Orders that are cancelled or refused after shipment will incur a restocking fee, outlined below.
  This product is shipped directly by the distributor (in this case, MRCOOL), who imposes a 35% restocking fee for all returns or refusals post-shipment. This fee accounts for the substantial cost involved in packaging, freight shipping, return logistics, and restocking, especially for large and heavy items like HVAC equipment.
  The customer was informed of this policy and still chose to refuse the shipment. As per our published terms, the refund was processed minus the restocking fee. We understand the customers frustration but must reiterate that the policy is transparently outlined prior to purchase, and the charges are not arbitrarily imposedthey are industry-standard costs passed along from the distributor.
  While we empathize with the situation, we believe we have fulfilled our obligations fairly and transparently. The refund has already been issued, and the case is considered resolved on our end.

  Customer Answer

  Date: 04/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/23/2025

  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 ordered a MRCool mini split unit, once it arrived we paid someone to install it (which we expected). We noticed it not working so someone came out to look at it and said it didn't have refrigerant, so they filled it and charged us (1st charge). then it still wasn't working we had someone come out and do a leak test (attached) and they found a leak (2nd charge incurred). We contacted customer service to be told they will send a new unit only. So the 3rd cost now we will incur is to remove the old unit, install the new, and fille it with refrigerant which we were quoted at $999.00. and Home Source and ****** is not covering this defective unit we were given even though its not our fault we have to pay someone to now change units out. Thank you!

  Business Response

  Date: 01/23/2025

  Dear BBB,
  Thank you for the opportunity to respond to this claim regarding a MRCOOL mini-split unit purchased by the customer. We value our customers and strive to resolve concerns promptly and fairly. Below is our account of the situation:
  
  1) Warranty and Replacement Offer: The unit in question was purchased nearly a year and a half ago. While it is outside the typical warranty process, we have gone above and beyond by offering a replacement unit to the customer. This replacement is provided as a goodwill gesture, demonstrating our commitment to customer satisfaction.
  
  2) ************************ The MRCOOL mini-split systems are specifically designed as DIY-friendly units, enabling customers to install them without the need for a licensed HVAC contractor. This feature is prominently advertised and noted in the product documentation. While we understand the customers preference to use a professional installer, this choice is entirely at their discretion and outside the scope of our responsibility.
  
  3) Installation and Additional Costs: As with any DIY product, installation costswhether initial or subsequentare the responsibility of the customer. This includes costs related to the removal and reinstallation of the unit, as well as refrigerant refills. These costs are explicitly not covered under the terms of our warranty, which is in alignment with industry standards.
  
  4) Leak and Performance Issue: We regret that the initial unit experienced issues. It is our goal to provide reliable products, and we take customer feedback seriously. The offer of a replacement unit is intended to address any issues and ensure the customer has a fully functional product. Unfortunately, we cannot extend coverage to associated service fees, as these are outside the control of the manufacturer and retailer.
  
  In conclusion, we have taken steps to resolve the issue by providing a replacement unit at no additional charge to the customer, despite it being outside the standard warranty period. We respectfully request that the customer acknowledge their responsibility for installation-related expenses, as these are not covered under the terms of sale.
  
  Thank you,
  PHS Customer Support Team

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  Hi We received a notice that the complaint was being closed due to lack of response from us that the business resolved the situation but we never received a message on the portal that you were looking for a answer to anything. The last one we received was to tell us that you were processing our complaint. The company has not reached out to us to settle anything.
  Thank you!

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

  Business Response

  Date: 02/13/2025

  Hello BBB - we have already provided a detailed response to this case - please see below:

  1) Warranty and Replacement Offer: The unit in question was purchased nearly a year and a half ago. While it is outside the typical warranty process, we have gone above and beyond by offering a replacement unit to the customer. This replacement is provided as a goodwill gesture, demonstrating our commitment to customer satisfaction.
  
  2) DIY Installation Design: The MRCOOL mini-split systems are specifically designed as DIY-friendly units, enabling customers to install them without the need for a licensed HVAC contractor. This feature is prominently advertised and noted in the product documentation. While we understand the customer’s preference to use a professional installer, this choice is entirely at their discretion and outside the scope of our responsibility.
  
  3) Installation and Additional Costs: As with any DIY product, installation costs—whether initial or subsequent—are the responsibility of the customer. This includes costs related to the removal and reinstallation of the unit, as well as refrigerant refills. These costs are explicitly not covered under the terms of our warranty, which is in alignment with industry standards.
  
  4) Leak and Performance Issue: We regret that the initial unit experienced issues. It is our goal to provide reliable products, and we take customer feedback seriously. The offer of a replacement unit is intended to address any issues and ensure the customer has a fully functional product. Unfortunately, we cannot extend coverage to associated service fees, as these are outside the control of the manufacturer and retailer.
  
  In conclusion, we have taken steps to resolve the issue by providing a replacement unit at no additional charge to the customer, despite it being outside the standard warranty period. We respectfully request that the customer acknowledge their responsibility for installation-related expenses, as these are not covered under the terms of sale.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  While i appreciate you honoring the warranty outside the window of time it was because we were waiting so long on someone to come out and tell us what was wrong. When originally installed we tried using and after noticing it was not cooling the area, we had a tech come out, he couldn't figure out why and suggested someone check for a leak. No one can check for a leak DIY unless they are in that business. We were told it didn't have refrigerant and paid for someone to fill it only to find same issue again, which is when we then realized there was a leak in unit itself and needed a new one. so we incurred a lot of additional costs because of the bad unit, while i can appreciate not paying for someone to come out and install the new i would have thought they would cover the costs directly tied to figuring out what was wrong. Now i know next time 1. not to order from here but 2. if a unit doesn't work immediately ask for a new one instead of trying to fix ourselves, or DIY as you mention below. So i am not sure what you expect customers to do- DIY or not DIY which is it you prefer? 

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/09/2025

  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.

  To Bbb, I placed an order for a Forno stove and a **** **** range from Premium Home Source (PHS) on 12/10/24. I received the Thor range hood on 12/20. I have been trying to return the **** **** range since 12/26/24. I sent them the pictures of the unopened range hood and am still waiting for a return label which they keep saying will be sent by end of day. I have sent many emails and made several calls to PHS and still nothing. During our email conversations I specifically mentioned that if they could not deliver the Forno stove, then there is no point in them sending me the range. Its pointless to have a range hood without the stove. On 12/11/24 they sent an email that Forno cannot deliver the stove. I responded to them to cancel my order. 12/11/24 ***** responded she will follow up with Forno to see if they can deliver the range using another carrier. 12/11/24 I responded that if they are not able to deliver to cancel my order. 12/11/24 Premium Home Source (PHS) responded No problem we will no process the range if the stove cannot be delivered. 12/16/24 I received an email that stove can be delivered and tracking will be sent a soon as order ships. 12/22/24 still no tracking. I received the hood on 12/20/24 when they werent supposed to send it without the stove. The stove was refunded on 12/26/24 since it could not be delivered. I mentioned that I will not be paying any restocking or shipping fees since they were not supposed to have delivered it in the first place. I have been waiting 12 days for a return label and they keep saying the same thing you will have it by end of day. I will not pay for their mistake. After reading several complaints by other customers I notice that this is not the first time with issues like mine. I have all the emails and phone calls if needed for review. I am hoping that you can please assist me with NOT HAVING TO PAY ANY RESTOCKING OR SHOPPING FEES since this was not my mistake. I am tired of wasting time. Thank you.

  Customer Answer

  Date: 01/10/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:05/31/2024

  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 fridge from this company late 2022 for my new home. Since then, the fridge has been swapped out multiple times for multiple reasons with two of those reasons being the freezer/fridge not working. First it wasnt freezing or cooling at all (reported 08/2022) and then it actually over froze so much that it started creating thick layers of ice underneath the bottom drawer which then melted and caused puddles of water flooding my floors (reported 12/2023). It took them weeks to respond in order to send me a new one each time and each time I had to pay a plumber to come out and reinstall the water line not to mention I had to inconvenience myself when returning because their pickup service is ridiculous. I recently received another replacement which arrived with damage which they refused to replace. I told them i have no idea if the improper handling of the shipment caused any damage to the fridge and I dont want to take the risk as Im tired of switching fridges. Here we are again with both the fridge and ice maker this time not working for a whole *************************************** there. I reached out to them same day and no response. No new fridge should stop working for no reason at all. This company is a fraud selling highly overpriced items for very low quality. I have had cheaper fridges than this, and they have lasted much much longer without any issues. Therefore, I am requesting a refund of the entire amount that I paid for the fridge, including the warranty amount, as well as inconvenience fees that I have suffered for this fridge and the amount of groceries I have lost due to not working properly. Total I paid for this fridge is $4,467.96 and for the inconvenience plus groceries lost I am asking for an additional $600 which is the least they can do.

  Business Response

  Date: 06/04/2024

  We have been in contact with the customer and acknowledge the concerns raised by the customer regarding their refrigerator purchase and the issues they have encountered. We understand the inconvenience and frustration experienced by the customer.
  Our company strives to provide high-quality products and excellent customer service, and we sincerely apologize that this was not reflected in the customer's experience. We have reviewed the case thoroughly and understand the multiple inconveniences caused due to repeated issues with the refrigerator, including the malfunctioning freezer, ice formation, delays in response, and the challenges with our pickup service.
  While our standard policy does not typically allow for refunds outside a certain period, we recognize the exceptional nature of this situation. In light of this, we have made an exception and agreed to issue a full refund to the customer in the amount of $4,299.95 once the damaged fridge has been picked up by our shipping company. This decision was made to ensure the satisfaction of our customer and to uphold our commitment to quality and service. 
  Thank you

  Customer Answer

  Date: 06/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I cannot close out this complaint just yet as I am still waiting for the return request to be fulfilled as I have not heard back from anyone in regards to picking up the equipment. This company has a history of taking their time in picking up products and I don't want any delays. This is a huge piece of equipment that is taking up too much space in my house and I need it gone. Not only that, it's also delaying my refund because they take their time to schedule a pickup which is not difficult to do. Also the total refund we agreed to is Fridge : $4299.95 + Warranty : $168 Total : $4467.95 to be refunded to your PayPal account using the same manner as you have used to refund the $185 for plumbing expenses previously. Please ensure that the amount listed which is what we are agreed to via email is the amount refunded when the fridgte is picked up and advise ZLine that is an urgent matter as last time it took them weeks to get it picked up for return and I will not wait that long. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/18/2024

  We have settled this complaint directly with the customer. A full refund has been provided to the customer for both the fridge and the warranty purchased. 

  Please see screenshot from customer interaction, confirming that she has received both refunds to her PayPal account. 

   

   

  Customer Answer

  Date: 06/27/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2024

  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.

  We purchased an appliance package from Premium Home Source in May of 2023. We stored them in our house while we were waiting for an addition to be completed. They stayed in the boxes and in a climate-controlled area until they were installed in January 2024. The dishwasher was installed and never worked. We contacted PHS and were asked to provide pictures and videos of the error message that we were getting. It was installed by a professional and connected by a licensed plumber. We have been going back and forth with PHS since January 2024 trying to get the dishwasher fixed. We have email proof of these conversations trying to get the dishwasher fixed. First, they had to send someone out to look at it. Then they were supposed to be sending parts so that someone could again come out to fix it. We never received any replacement parts. They provided an incorrect tracking number. We never got a response or anything from PHS unless we called or emailed again. I was finally able to get a supervisor on the phone and told him I was going to file this complaint and then magically we were told we would get a replacement dishwasher. That was on April 2. We waited to hear back about when we should expect to receive the new dishwasher but as of April 8 we had not heard back. I called again and was told PHS had sent an email to Z-Line to follow up. The response from Z-Line was that they did not get the request to process the replacement until April 5 and we would hear from them soon. We have had enough of being told we would hear back and then never hearing back. We also paid for a 5-year warranty plan on the appliances. We were told that even though we were getting a replacement dishwasher, the warranty would not start over for the new appliance. So, we have had a dishwasher that was installed on January 18 and has never worked. Our order number is *****. As of today, we are still waiting for Z-Line. We just want a working dishwasher.

  Business Response

  Date: 04/16/2024

  Dear BBB,
  

  At Premium Home Source, we are committed to the satisfaction of our customers and regret any inconvenience they have experienced.
  We have reviewed the customer's situation regarding the malfunctioning dishwasher purchased in May 2023 and acknowledge the delay and communication issues reported in the processing of their warranty service.
  We are pleased to inform you that we have agreed to provide a full replacement of the dishwasher to the customer. This decision was reached after thorough communication with our supplier, Z-Line, to expedite the replacement process. The new dishwasher is scheduled to be shipped directly to the customer within the next week, and we will provide continuous updates to ensure they are informed of the progress.
  We understand that the original 5-year warranty plan will continue with the replacement dishwasher, and we assure the customer that they will receive the full benefit of their warranty period.
  Thank you for allowing us the opportunity to rectify this situation. Should you need any further information, please do not hesitate to contact us back.

  Thank you,

  PHS Customer Support tEAM

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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.

  On Feb 12th, 2024 I received email confirmation of my order of a Range/Stove for ********. In March ( I can provide dates as needed) the range was delivered by a delivery team that does not carry the range upstairs. When my movers arrived and removed the box (which had holes) the glass top was shattered. Photos were provided to the Premium Home Source and a replacement was granted. However, despite many, many emails pleading that they have the delivery team return to pick up the range, they refused, and refused, and refused. They insisted it would only be picked up when the team delivered the new stove- despite my telling them it could not be moved and would eventually be stolen from my yard. They still refused. The range WAS stolen and subsequently Premium Home Source refused to deliver the new stove or issue a refund. I am seeking BBB assistance in obtaining a refund I feel is their liability, since they refused to pick up the damaged stove that sat in my yard for weeks.

  Business Response

  Date: 04/03/2024

  Dear Better Business Bureau,
  We are writing in response to a complaint filed by a customer regarding a transaction with **********************, which involved the purchase, delivery, and subsequent issue with a range/stove. This letter aims to provide a comprehensive overview of the situation, our efforts to address the customer's concerns, and the policies that guide our actions in such matters.
  The customer placed an order for a range/stove on February 12, 2024. The item was shipped on February 14, 2024, and successfully delivered to the customer on March 6, 2024. Upon receiving a report from the customer that the range arrived damaged, we acted promptly to acknowledge the issue and initiate a resolution process in accordance with our commitment to customer satisfaction.
  In line with our replacement policy, which requires the return of damaged goods before dispatching a replacement, we informed the customer that the damaged range needed to be kept secure until our delivery team could arrange for its pickup. Unfortunately, despite these instructions, the range was left outside by the customer, leading to its theft. This decision was made against our explicit advice and the signed delivery receipt, which includes acknowledgment of our terms regarding post-delivery care and responsibility.
  Our policies, clearly outlined and communicated to our customers, state that the return of all damaged merchandise is a prerequisite for qualifying for a refund or replacement. These policies are crucial for maintaining the integrity of our returns and exchanges process.
  Upon notification of the theft, we found ourselves in a challenging position. The agreed-upon terms for the exchange, predicated on the return of the damaged item, could not be fulfilled. While we are deeply empathetic to the customers predicament, the responsibility for the item's safekeeping post-delivery, until it is returned, resides with the customer.
  ********************** endeavored to support the customer within the framework of our established policies. The unfortunate theft of the product, occurring after delivery and contrary to our advisement, extends beyond our scope of responsibility. This matter may be more appropriately addressed by local law enforcement.
  We are dedicated to constructive dialogue and are open to exploring potential resolutions with the customer, adhering to the confines of our policies. Our aim is to ensure customer satisfaction while upholding the procedures that enable us to offer quality service.
  Thank you for the opportunity to provide our perspective on this matter. We are available for any further information or discussion as needed.
  
  

  Customer Answer

  Date: 04/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The correspondence from PHS includes many false statements. You can ask them to provide any documents I have signed as well as all email communications that they have. I can forward all of mine, with your guidance on where to send them. I have many emails informing them that the range was not carried into my home by the delivery team and requesting that they dispatch the delivery team to get the damaged stove. For weeks they continued to refuse to have the stove picked up, even with my stated concerns for further damage or theft, they asserted that they would not pick it up until the delivery many days or weeks later when the replacement would arrive. 

  
  

  Please assist me to escalate this matter 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/02/2024

  Hello BBB,
  
  We are writing in response to a claim filed by *********************************** concerning an unresolved issue with a damaged range delivered by our company, Premium Home Source (PHS).

  PHS maintains a clear policy regarding refunds for damaged products, which stipulates that items must be returned to ** to qualify for a refund. This policy is designed to ensure that all transactions are handled fairly and that products returned are indeed those that were originally shipped.
  ******************** reported that the range was delivered with visible damage. However, she chose not to have the delivery team return the damaged range immediately and instead left the product outside her residence. Our customer support team repeatedly communicated the need for the range to be returned to process a refund, as detailed in our correspondence with her.
  Despite our efforts to resolve the matter, including multiple attempts to arrange for pickup and return of the damaged range, ******************** informed us that the range had been stolen. We advised ******************** to report the theft to the local police or her home insurance provider, as stolen goods are often covered under home insurance policies. Premium Home Source is not responsible for merchandise once it is confirmed stolen.
  It is unfortunate that this situation has escalated to a BBB claim, but we stand by our policy and the actions taken by our support team. We are committed to resolving customer issues in accordance with our established policies and the facts presented. We suggest that ******************** follow through with an insurance claim to address the loss of the stolen merchandise.
  Thank you for allowing us the opportunity to clarify our position. We are keen to resolve this matter in compliance with our policies and ensure that all parties are treated justly.
  
  Sincerely,
  PHS Customer Support Team

• Initial Complaint

  Date:12/14/2023

  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.

  i ordered online a 24k Mr.Cool Split heating and cooling unit and additional 16 lineset. the cost Delivered was to be $2733.00 after many days i look up tracking number to see where it was it was in ******* NY. i called the # provided on the tracking page ************ i received no answer. so the next day i reached out to PHS. they informed me i needed to kerp calling. i explained to them i was working on a mountain top where i have no cell service and cant call out or get a call. i ssid that i could talk to them before 7 am or after 5 pm.also that if they could tell their felivery company i would be home after 5 pm. Wednesday.,and Friday and before 7 am Wednesday, Thursday and Friday, and i would be ******** day Saturday if tgey would schedule a time for delivery and let me know. they never reached me. sunday i saw on the tracking page the unit was in ************. i reached out and heard on monday that they were giving me a full refund. today Wednesday the 13 i received $1,776.45leaving a balance due of $956.55.they had ample opportunity to contact me via email and or schedule a delivery. they gave me 3 days to do their work that i never agreed to do.i never received what i ordered.they said they would give me a full refund.i am asking for your assistance in getting a full refund.i have all the emails save if you want them.thank you for you help sincerely ******

  Business Response

  Date: 12/14/2023

  Dear BBB,
  We at Premium Home Source (PHS) have received the complaint filed by ********************************* regarding his order #*****. We regret the inconvenience caused to ******************** and appreciate the opportunity to address this matter.
  ******************** ordered a 24k *** **** Split heating and cooling unit from us. Unfortunately, there were challenges in the delivery process due to an incorrect phone number provided by ******************** ************* instead of **********). ******************* refused to contact the shipping carrier and accept the delivery during normal business hours as stated by him, he was working in a remote area. This led to difficulties in coordinating the delivery to his specific availability.We made several attempts to rectify the situation, including reaching out to ******************** through different communication channels. However, due to his unique working conditions and limited cellular service, coordinating a successful delivery proved challenging.Upon ************************ request, we processed a partial refund of $1,776.45. The remaining balance of $956.55 represents the 35% restocking fee, as outlined in our refund policy. This fee covers the shipping costs incurred for the return and the restocking charges levied by our vendor, a standard practice in our industry. We understand ************************ concerns and are committed to ensuring customer satisfaction.We have already provided a refund on this case back on the customer's credit card ending in 9238. 

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]Preimium home did not reach out to me via email until 12/6 /23 i was locked into a work schedule that didn't work for them to deliver their package. through their delivery agent. i did not hire ABF freight. 

  i found out that after asking them to contact their *************** and ask them to deliver in saturday and let me know that they had taken the package back.

  again they never told me i would need to be present to receive the delivery.

  they never said before i talk to them that there was a 35% restocking fee.

  before i paid them.

  it is alot of money to me. 

  this is not agreable.

  i now have emails and two copies of letters sent to me by ABF dates 12/6 and 12/8 that i received yesterday and today.

  not helpful.

  poor business practices.

  if they had been more understanding and forthright from the get go

  i would be installing a new split unit.

  sincerely,

  ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 12/30/2023

  Dear Better Business Bureau,

  Thank you for forwarding ************************************* follow-up comments regarding his complaint ID# ********. At ********************** (PHS), we value our customers' feedback and are committed to addressing their concerns transparently and fairly.
  We acknowledge *** *************** concerns regarding the delivery and communication issues he faced. However, we must emphasize the challenges we encountered, largely due to the incorrect phone number provided by ********************, which significantly hampered our efforts to coordinate the delivery.
  As per our delivery process, it is standard for the freight carrier to require the recipient's presence to receive the shipment. We regret any misunderstanding in this regard. However, we would like to clarify that our return and refund policies, including the 35% restocking fee, are clearly stated and available to all customers before, during, and after the order process. These policies are a standard practice in our industry, designed to cover the costs incurred due to returned shipments. For full details, our refund policy can be found at **********************************************************.
  Regarding *** *************** specific case, we acted in accordance with our clearly outlined policies. After his request, we promptly processed a partial refund of $1,776.45. The remaining balance of $956.55, which represents the 35% restocking fee, is consistent with our policy for orders cancelled or refused after shipping, or in cases where incorrect contact information impedes delivery.
  We understand that ******************** is dissatisfied with the outcome; however, we must uphold our policies, which are in place to ensure fairness and clarity in our operations. These policies were applicable in *** *************** case, particularly given the challenges in coordinating the delivery due to the incorrect contact information he provided.
  In conclusion, we believe that we have addressed *** *************** concerns within the framework of our established policies. We have processed the refund according to these terms, and therefore consider this case to be closed.
  Thank you for your attention to this matter. We remain committed to providing quality service and clear communication to all our customers.
  Sincerely,

  
  Customer Relations

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

• Initial Complaint

  Date:03/21/2023

  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.

  Feb 2023, I purchased the ***** Autograph Series refrigerator, dishwasher, double wall oven, microwave, 36 in stove. The items are supposed to be easy lines top of the line product which comes with champagne handles I received a double all oven in their professional series with non-removable handles . When I place the order their website clearly shows the difference between their autograph series and professional series the price is up to $1,000 in difference and also there's a difference in the product ID number in difference Professional Double Wall Oven. I have let them know that the ****30 (***** 30 in. Professional series. The ***** ******************************************************************************** Stainless Steel and Champagne Bronze, AWDZ-30-CB) the handles of the ovens are fixed, no screws to remove the handles. None, I have send serval pictures to point this out. The company sent me several emails berated me about I don't know what I'm talking about that this product is correct but the handles are non-removable again I pay for the champagne edition and I got the professional edition and they refused to refund my money " The customer does not believe it since there is a huge price difference. Also, they are stating that the gold handles on the double-wall oven do not fit the oven door and they would like to return and process a refund. They said they will get a lawyer involved if a return and refund will not be processed. The customer is included in this email".

  Business Response

  Date: 03/22/2023

  Hello ******,

   

  There is no multiple series of the double wall oven. Zline only manufactures one type of double wall oven and its the exact same model whether you are getting the stainless steel handles or the champagne bronze handles. The ONLY difference between the ****30 and the *****30-CB is the champagne bronze handles since the price to manufacture the handles is so high.You are free to reach out to the manufacturer directly (ZLINE) and they will confirm this information. Zline's website is *************************.

   

  If you are unhappy with the champagne bronze handles and wish to ONLY go with the regaulr stainless steel handles, we are happy to schedule a return for you for just the handles and refund you the price difference. 

   

  Kindly let us know how you would like to proceed.

   

  Thank you