ComplaintsforSnow Brothers Appliance Co.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After the manual & extra parts were left inside the washer by the installers and put through a test cycle, I was told that I should “wipe it out” as recourse for the installers error. I should have known at this point to take my business elsewhere. After refusing the now damaged washer, the manager ***** reluctantly agreed for exchange. This came after being told nothing was wrong & eventually only offering to have a delivery man clean it. The initial response was dismissive & lacking accountability. After I continued to press for exchange, several concerning issues occurred. The damaged washer was then picked up, the same day it was installed, despite the “new” washer coming the following day. I expressed my concern that the damaged washer would be returned to me, considering the lengths I had to go to for exchange. To ease concern, ***** agreed that the new washer would be unboxed with us there to witness, which seemed reasonable. The next day, when the delivery driver called me on his way, I reminded him of this request. Despite these conversations, the washer was unboxed unwitnessed. The extra parts were left with no packaging/ bag, and the manuals provided were dated 4 years apart. The last straw was finding several small paper sediments inside the drum with black residue after the test cycle completed. After expressing my concern, no solution was offered & refund was abhorrently refused. The worst part of this experience was the inconceivable response from owner, **** ***** Bill was strikingly rude. He mockingly told me to enjoy my new washer & there were no problems to discuss. He would not allow me to speak & from the beginning, told me he was going to hang up. Afterwards, upon reading other reviews, it appears I am not the first person *** **** has attempted to belittle. This experience has been truly unsettling. *****, thank you for attempting to right a challenging situation. It’s unfortunate that you have **** **** as your leader of customer service

  

  Business response

  03/26/2024

  Hello,

  We do apologize that the delivery crew made an error in leaving the manual inside the unit during the original test cycle. We resolved this issue by bringing the consumer a brand new unit the very next day. The consumer stated that they have footage on their Ring camera of the new machine being unboxed. We by no means were attempting to hide anything from the consumer. We wish this experience could have been a positive one and apologize that this was not the case. Snow Bros has met all of the customer's requests at this point.

  Thank you,

  *******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 3, 2023, I went to Snow Bros. to support a local business and purchase a new dryer. I recently purchased an ** washer and dryer that are both 27'' wide, from ***** ****, but the dryer wouldn't spin and was defective and a credit was issued. Snow Bros. took until August 21 to deliver it. I've since discovered a big box store could have delivered it in a week. Two men in a Penske truck came out and were sitting in front of my home for 15 minutes before exiting the truck. The older one, Jermaine Walker, came to my side door and immediately decided that the inside, very heavy metal door needed to be removed. I immediately objected, since I knew that door could NOT be taken off of the hinges. He said "Are you trying to tell me how to do my job?" "I've been doing this for years and I can get the door off." I told him four more times not to touch the door and that it couldn't be removed! He refused to listen to me and removed one pin from a hinge. He knows better and he knows more. He was unable to remove the next pin and finally gave up, embarrassed. I didn't give him permission to touch my door -- my property -- and thankfully, the door wasn't damaged by him or his negligent actions! He then measured the area incorrectly, without making sure the house door was in a fully opened position! He said he wasn't going to bring the dryer into my home. I said many 27'' washers and dryers had been brought into and out of these doorways with no problems -- including the 2 new ** ones a few weeks before. I looked up this dryer model online and saw it was 27'' wide, which is standard. However, he knew better and he knew more again! He said he was going to call Snow Bros., but never got them on the phone. He then placed my dryer, that I had paid for and belonged to me, on the dolly. I wanted my property left in the driveway. I had 3 men working on the other side of my home, at that time and they would have carried it into the basement for me, He began wheeling the dryer away and I stood in front of it and he pushed me around and something sharp on the dolly or dryer scratched my left leg and punctured and ripped the skin on my right leg. There are bruises as well. The bleeding didn't stop for 3 hours because it was so deep. I went out to Snow Bros. and they are so cold and refused to accept responsibility for their employee's actions. He has no problem solving or people skills. He told them a fairy tale and said this dryer wouldn't fit into the house -- RIDICULOUS! I refused a refund, as this is far from over. I tried to patronize a small business and was the recipient of an assault. I didn't hear a word for an apology. I didn't think all those negative reviews they've received would impact me in this simple transaction. I never dreamed I'd be assaulted and injured by their delivery man! And to add insult to my injuries , I'm still without my dryer!

  

  Business response

  08/22/2023

  Dear ******,

  I am so sorry to hear about your experience. We absolutely would never put our consumers or delivery crew in a position where anyone feels uncomfortable or unsafe. Our senior staff member, who was on site, has been with us for eight years and we do have confidence in his abilities. We would like to offer you a full refund for the dryer. Please give me a call directly at, ************, to settle the matter.

  Thank you, *******.

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I spoke to ******* from Snow Brothers and she is a bully. She says that by me accepting a refund for the appliance, that would put an end to everything. It most certainly does not! They refuse to assume any responsibility for the actions of their simple minded delivery man, specifically by refusing to leave my dryer at my home and by his subsequent assault of me that resulted in an injury.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *********
  
  
  
  
   

• Initial Complaint

  12/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The refrigerator they delivered has a dent and paint scraped off on the side. They brought the new one in and the delivery guys called the store to let them know. They wanted the guys to bring the old one back in down the steps and take the new one back out and have me wait another 3 weeks for another one. I asked them to leave the dented one and bring the new one when it arrives. They wouldn’t do that. They offered a $50 credit. I requested to speak w the mgr. she is busy. She did not call back the salesman called again said $100 credit is the best they will do. We purchased 3 appliances this was the final delivery of the 3. We kept the refrigerator even though we shouldn’t have to. The manager refuses to make it right. The salesman never wrote on our order to switch the door to the other side and the delivery guys wouldn’t do it because it wasn’t written down. Their service used to be so good now it’s terrible. I even asked if there was a different one in the warehouse and pay the difference. He said if they did that they would bring the old one back and not be able to deliver another one until January. My food is sitting out and needs to go in the new one.

  

  Business response

  12/14/2022

  Hello,

  Our policy is to allow the consumer the option to refuse a damaged appliance in which case we would take the damaged unit back to our warehouse and deliver a new one when available. The other option is for the consumer to accept the product with a credit for the damage. The consumer had the delivery crew deliver her second refrigerator to her basement and agreed to move forward with a damage credit for the small dent on the side of the unit. I do apologize if the doors should have been reversed. We would be happy to arrange to have someone stop back out to take care of that. Ron, the salesman, has been working with **** ****. for 20 years and is very capable of handling the situation with his customer. The consumer did speak with him several times. So sorry about the damage on the refrigerator. We wish product damage would never happen. I have attached a photo of the dent for reference.The agreement was made with the consumer to accept the $100 damage credit (over 13% discount),not a replacement. 

  Customer response

  12/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  the only thing Ron said about reversing the doors were oh that’s on me sorry.  He never offered to have someone come back out and switch them.  So yes, send someone out that will switch it to the other side. 
  
  Regards,
  
  ******* ****
  
  
  
  
   

  

  Business response

  12/22/2022

  We have spoken with the customer and arranged to stop back out to their home to reverse the refrigerator doors. We left a message 12/14 and called again today (12/22) and confirmed with the consumer. 

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ** dishwasher from ***** on 5-27-22for 1003.32 I have had issues with it from day one. The heating element has never worked. A portion of the rack broke off and melted at the bottom. The seal has never been tight, has come off multiple times and caused leaks onto my wood floor on the lower left hand corner ruining the wood. The very top rack broke off as well as other pieces and parts from within the dishwasher just "falling" off...We are NOT rough on our appliances. I contacted Snow brothers from day one. They sent out Complete appliance who looked to fix it the first time. While there was some resolve initially, the heating element continued to not work at all, the seal continued to come off and pieces continued to fall off. I contacted ***** who strung the conversation and resolve out for a month - blaming the timeline on **. I then contacted ** directly and worked with Mega from customer relations . They sent a company out twice - no paperwork, no receipts, etc. They had 6 parts shipped directly to me with very very little conversation, communication, etc. to have the tech "fix" this brand new machine. The heating element STILL does not work, the seal continues to come off and the machine continues to leak on the floor . I reached back to ***** and they have yet to move forward with this. I reached back to Snow Brothers mana**r, Jeff 2 weeks ago. At this point, I was NOT unkind, but truly fed up. ***** seemed like he was going to move forward with this and said he would call back in a few days. "I" called ***** yesterday - 2 weeks or more later- and he needed to look my info up, did not follow through whatsoever and told me they were short staffed and I would need to be patient with their timeline.. Mind you , I have been patient since JUNE!! This is going nowhere through all my efforts and I could use some help. I am only looking for a machine that works as a NEW machine should.

  

  Business response

  12/09/2022

  Hello, we do apologize for any lag in communication there may have been. I have communicated with ** and they have agreed to move forward with exchanging the consumer's dishwasher. ** will be doing this directly with the home owner. There will be no char** to them. Happy to help if there is anything else needed. Thank you.

  Customer response

  12/11/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** *****
  
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 5-year extended warranty for my washer from Snow brothers in November 2018. It is almost 4 years since I purchased it. On August 28th it wouldn't turn on. I tried plugging something else in the plug that wasn't the problem. Unplugged it and plugged it back in didn't turn on. On Monday August 29th I called Snow brothers to report the problem. Was told by the man after he checked my info that he would talk to the warranty person and get back to me. On Wednesday August 31 st I called again since I heard from no one. The lady Linna said there was no notes from Mondays call and would look into it. I received a call later that day saying the warranty department had no record of my warranty. I had a receipt stating I paid for one. Friday September 2nd, I received a call stating they found my warranty attached to someone else's paperwork. They would set up service the following week because Monday was Labor Day. I called again Tuesday September 6th was told they were behind because of the holiday. I have now waited 9 days to even schedule service. Let alone have any idea when they are coming. Today September 7th I tried to turn on the washer which I did many times in the last 9 days It turned on so I'm guessing something is not fully connecting in the control panel or somewhere. I still want to have it looked at but am tired of calling them. I paid for a warranty and due to their mess up in the office have had to go without a washer for 10 days. I don't think I'd shop there again. I try to support local businesses but not this one.

  

  Business response

  09/08/2022

  At the time of submission the incorrect information was input. I have been in the process of correcting all of the information with the warranty company since the 30th of August. It takes one or two days to process, but they are having difficulty receiving my email. I have spoken with and confirmed receipt as of today and we should have an answer soon. If by Tuesday 9/13 we do not have this straightened out I will expedite something else to get5 this customer taken care of.

   

  Becky Kent

  Customer response

  09/09/2022

  I spoke to ***** **** the issue is solved. you can close the complaint Thanks ***** ******

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Theft attempted delivery of fridge last week, but did not go to the door indicated in an e-mail. How they want a $50.00 re-delivery fee for THEIR error in going to the wrong door. Re-delivery is set for tomorrow. Want fee waived

  

  Business response

  08/04/2022

  Hello. Unfortunately the customer did miss the original delivery and is subject to the $50 re-delivery fee. We spoke with the customer the day of delivery around 11:00am to confirm their three hour window of 1:00pm to 4:00pm. They were accepting of this and said it would work. When our delivery crew arrived at the home around 2:20pm they were not able to get in contact with the home owner. Office staff called the customer and emailed during this time in an attempt to speak with the home owner so that we would be able to make the delivery. I have attached photos of the note left on the customer's door, and their address. I also attached an email sent to the customer stating we were at the home. Due to the time and money spent on the original failed delivery the re-delivery fee will stand.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased 5/26/22 ****** Refrg. Delivered 7/12/22 with top crushed. Told redelivery in 3 wks d/t route delivery pattern. I said unacceptable. I was told 2 more in stock and would redeliver in 2 days. Redelivered and put into kitchen refrig spot. When my plumber came to hook up waterline the water spewed all over the wood floor. Back bottom metal panel that covers electrical wires was crushed. Top metal intake waterline panel and line severed. I requested a full refund and wasn't offered that option. I was told could possibly get another one in September as the other 2 in stock were taken. I was given a $175 credit for my inconvenience and to pay my plumber visit. Reviews indicate this is normal operating standards for them. No customer service and management team rudeness is also normal. ****** Repair is to replace but 1 of the 3 parts on unknown backorder with no service date given. When I called ****** they said the water replacement parts were available so I told them to get that at least installed. Purchased a new refrigerator from what I thought was a reputable local company. I really just want my money back. I'll be posting poor reviews wherever social media has a platform for it. I'll also be sharing this story if the topic comes up in discussion with friends and acquaintances. I didn't deserve this. I just wanted a new refrigerator. Here, I have a new refrigerator that already is getting repairs that aren't my fault or ******'s. ****** was also contacted as I want them to be aware of who is representing their products in the NE Ohio area. I just want a full refund and be done with them.

  

  Business response

  08/02/2022

  Hello, we do apologize for the inconvenience the damaged refrigerator may have caused. The original refrigerator was damaged and refused. We promptly arranged to have a new unit delivered a day or two later. The customer never at this point asked to cancel the order for a full refund. We delivered a second brand new refrigerator from ******. Snow Bros. does not offer the service of connecting the water line to the water supply in a customer's home so we would have had no way of knowing the water line was cracked. This is something that would have happened from the ****** factory. The manufacturer of the refrigerator, ******, offers a warranty to easily resolve issues like this. The factory certified servicer was out the Friday after delivery to repair the water line. I have attached the work order stating that the unit is in good working order, other then a cosmetic grill piece on the back of the unit. As soon as the part becomes available from ****** it will also be replaced. At this point the customer does have a fully functioning unit and a full refund would not be an option. Please let me know if we can provide any further information.

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  #1 why would I ask for a refund on the first delivery when it didn't even get off the truck cause the top was crushed in and your delivery people saw it. 
  

  #2  When they delivered the second refrigerator I didn't look at the back but I'm pretty sure your delivery people saw the crushed metal bottom cover and the dangling cut waterline.  I wasn't aware until my plumber came the next day and the water was spewing everywhere when he hooked up our water source.  It was then I asked for a full refund and refused.

  #3  I was forced to take this brand new refrigerator and couldn't get a full refund.  Best they could do was either give me $175 credit or I had to wait till September for ANOTHER refrigerator.

  Do what you want with this complaint but I'll never ever refer your company or give you a good review on social media.  Poor, poor response.  But I will tell you this, as I tell my story I hear more and more about your poor customer service. 
  

  
  Regards,
  
  ******** ******
  
  
  
  
   

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a refrigerator/freezer on 2/25/20. I noticed a few dents on one door and a large scratch on the other door. There was a hunk out of the freezer handle. I contacted Snow Brothers immediately. They said they would order replacement for these items. Of course then Covid happened and they told me to be patient which I was. I called and emailed numerous times. I was always told they had one door but couldn’t find the rest and they would reorder the parts. I was told several times the parts were ordered I tried to speak with the supervisor but was always put back through to my salesman. I spoke with my salesman last week and told him it had been over 2 years and I was very frustrated. I told him he didn’t reply to my last email he said I am sure I did but when he checked he said he started it but forgot. He told me he contacted someone directly and he would get back to me probably tomorrow which was last Thursday. He said it could be they don’t carry these parts anymore. I said well they did 2 years ago. I told him I would be filing with BBB if I hadn’t heard by this Thursday. I haven’t heard from him either by email or phone. I would like to have my doors replaced and the handle to the freezer replaced.

  

  Business response

  04/18/2022

  We are truly very sorry for the lack of contact and inability to get these replacement doors taken care of for you. I do need to do some research and come up with a solution, which will take me a few days. I would appreciate you making me your contact here at the store moving forward, I will reach out to you by the end of the week with at least an idea of a solution. Again our apologies for this unusually lengthy wait.

   

  ***** ****

  Customer response

  04/18/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********  
  
  

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased multiple appliances from Snow Brothers Appliance on 01-03-2020. All were delivered 01-15-2020.We paid a total of $4521.56 for: refrigerator, electric stove, microwave, and extended warranties for both the refrigerator and stove. Complete Appliance was here to repair ice maker March 23, 2020. Problem of ice build up continued after service. ABC Repair was here May 6, 2020 to replace seals on refrigerator door. Ice build up continued after service. Covid happened. We dealt with ice build up on ice maker by pouring hot water over ice build up, and filling the container with ice at least once a week. Now we continue to have the ice maker problem. However, we now have seals on the freezer and again on the refrigerator not sealing. In addition to these problems the alarm beeps constantly. We have been able to find the button on the right side of the french doors is malfuncitoning. I have called Snow Brothers and no resolution.

  

  Business response

  09/09/2021

  To Whom It May Concern,

   

  I believe that the policy will be able to be transferred to the new unit. This is a new warranty company we are dealing with, so the information will need to be researched. If by chance it is not transferrable then the cost of the warranty would be refunded to the customer.

   

  ***** ****

  Customer response

  09/26/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I prefer not to close this case until I actually have the new warranty information in my hand.
  
  Regards,
  
  ******* ******
  
  
  
  
   

  

  Business response

  09/27/2021

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  I spoke with ***** and she informed the BBB that she hopes to have an updated copy of the warranty for this customer no later than 10/15/21. She said the consumer should see any follow up on this via emails from Snow Bros., and the warranty company. 

• Initial Complaint

  07/07/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a $1,017.80 ********* refrigerator Model ********** May 29, 2021, order number ******, delivered June 16, 2021 36 hours later, after 24 hours of cooling, water puddles began to collect on the top shelf. We notified Snow brothers asking for an exchange, as we were not willing to accept a defective appliance. They said they would not do that, but instead fix the problem. A serviceman came June 29, 2021 and concluded there was no problem. As of today, water continues drip 2-3 times per week. Again, after pleading for a new appliance Snow Brothers refused, and again, pressuring us into "fixing" the problem" instead of exchanging it for a new refrigerator. They want to send out a serviceman again, only to repeat the process. We do not want to risk this ongoing problem after their one year warranty expires, but more importantly, feel shamed by the owner that we are asking for an appliance that is not defective. A new appliance should need continual fixing. Can't upload receipts.

  

  Business response

  07/15/2021

  To Whom It May Concern;

   

  I have attached the invoice and service notes for this complainant. When service was out originally there was no issues found. After service left the customers came to us not happy with the refrigerator and we explained that service had found nothing wrong with the unit. We agreed to have service come out to check the unit once again, which is what the manufacturer requires before any consideration for return would be made. We are unable to take back a product that someone is unhappy with.

   

  ***** ****

*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. ↩