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Complaint Details
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Initial Complaint
10/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Invoice no: ********** On july 22, 2022, I bought a serta split king bed (two twin xl matresses and motion bases). When delivered and set up, the installers left the wires hanging underneath instead putting them into the clips to keep them off the floor. Several times the bed got stuck in the up position and then would drop quickly. I called the store twice for service. The first time I was told that someone would call me to schedule an appointment. No one ever called. About two weeks later I called again. This time I was told that the info would be given to the owner. Still no one ever called. As a sales promotion, I was offered a $50.00 gift card for buying a serta matress. I was told I would get a call from them when I could come in and pick it up. Because I bought two matresses, I expected two gift cards totaling $100.00. And, just like all other times, no one ever called. Once durocher's gets your money (about $3500 from me), you will have a hard time geting them to call you back for anything. I have highly recommended that all my family and friends shop anywhere else other than durocher's.
Business response
11/04/2022
First my apologies for missing this email, I’m miles behind in my “Other’ inbox. I didn’t responded to the complaint because I have no knowledge of this issue. This took place in our Monroe location and I’m located in Sylvania. I’ve copied ***** ********, the owner, *******, the sales manager in Monroe and ***** who got the phone call from the BBB today. ******, the salesperson for this customer is no longer with our company. I have no doubt that ***** and/or ******* will get this resolved quickly.
******* ******, Operations Director
Durocher TV & Appliance Inc
************
Business response
11/04/2022
Company advised BBB they came to your home this afternoon to address the issue with your bed. As far as the gift cards, that is a promotion offered through Serta. The promotion ran through September. Durocher is unsure how quickly Serta will be mailing out the gift cards.Initial Complaint
10/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought an extended warranty from Durocher's for my JennAir refrigerator. Earlier this year I had to have service on the refrigerator and it has since be determined to be unfixable and Fortegra said they issued a credit to Durocher's for $2799.00. That was almost a month ago, I have received nothing from Durocher's about the credit. Two weekends ago I went to Durocher's to order a new refrigerator, the sales person was very helpful but she didn't know anything about the credit and said she would have to ask on Monday. On Monday I got a call from her saying that Durocher's didn't know anything about the credit. I have suffered for 7+ months with a broken refrigerator I just want my credit so I can order a new refrigerator.Business response
11/30/2021
Business Response /* (1000, 5, 2021/10/21) */ I spoke with *********** yesterday 10/20 and explained to him that we have not received the credit yet but I did go ahead and place the order for his replacement pending the warranty company, Fortegra, sending the credit over. Consumer Response /* (2000, 7, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
06/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We recently purchased a cabinet Kitchen Aid microwave from Durocher's in January 2021. The appliance was delivered and installed in March. Opening the box we could see the door had some damage. Plugged the appliance in and it would not come on. Error codes. Adjusted the door and the fan made terrible noise. We called the store and informed them the appliance was damaged and didn't work and we would like it replaced. They refused replacement of the device and insisted service handle it. Waited 3 weeks for service to arrive and it has been 4 weeks since they have been here. No communication from the store or service. Called Service desk and they said the were going to rebuild the appliance but had to wait on parts, provided no delivery date. It has now been 8 weeks and we still do not have a working microwave and have not heard back from Durocher's. The appliance has extensive damage according to the technician that came and they need to place the door, the control unitBusiness response
10/22/2021
Business Response /* (1000, 14, 2021/07/13) */ The BBB was advised that they did have a service appointment on 7/2/2021 to pick up parts and now have a replacement order placed for the consumer. The microwave is on backorder at the moment.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.