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Business Profile

Appliance Installation

Phenix Appliances

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Be careful who you buy from. I purchased a refrigerator and washer/dryer set. Upon delivery they kicked the refrigerator to push the extensions in that open and close the freezer. The next day they replaced it due to it not getting cold. Well I go to use the washer and my basement floor is soaked and they refuse to give me a refund. This entire experience has been terrible. They are inconsiderate to the fact that I had to go spend more money to go to the laundry mat today!!Mind you he was flirting with me up until I said the refrigerator stopped working.. Video proff if anyone needs proof..normally I wouldn't go this far but they really over charge for what they call new but scuffed-up appliances due to transport then have the nerve to not offer refunds THEY CAME OUT TODAY AND SAID MY WASHER WORKS FINE but the buttons do not allow you to change the cycle oR soil level and they told me I should leave it that way. Not to change the cycle. WHEN THAT SHOULD BE SOMETHING I PAID FOR Frauds and liars. If you don't have a man present just be careful. They come on here and make it sounds good but i can assure you the washer is not working properly.. No matter what cycle is on. ANYONE CAN HMU and I'll show you MYSELF!this was my review.

    Business Response

    Date: 02/29/2024

     

    This customer reached out inquiring about a refrigerator. Then went to inquire about a washer-dryer set. We showed her what was available and let her choose what worked best for her. We gave her discount pricing due to her order including 3 items. Customer refused to pay for delivery and installation, nevertheless we delivered and installed. Customer failed to mention her threshold was only 29" wide while the refrigerator was 33" wide. Extensions on the refrigerator weren't kicked, they weren't retracting and instead of using a hammer my brother pushed with his sneakers to avoid damaging the appliance. Washer-dryer had to be delivered to a "basement" an entire flight of stairs going down, which customer also failed to mention. We still delivered. She did not have the hookups for the washer, so we came next day with the hookups at no extra charge and connected the washer. At the moment of installation customer was advised that the drainage was too high for the washer. The drainage is placed 4+ feet above the washer, and the piping is setup in an S shape as if it was a toilet, which requires way too much pressure for water to drain. This results on the water spilling. Customer insist on blaming pluming on the washer. 


    The washer is digital and smart, it will select the soil level automatically depending on the cycle and type of garment to be washed. All of this is explained on the users Manual that came with the washer, customer was advised to read it and get acquainted with the washer. Customer insists that the washer should change levels that is not programmed to change at her command. 

    All items are covered under warranty, and we are more than happy to fix the appliances if they need to be fixed, which is not the case because the appliances are not malfunctioning.

    As a proof there is the fact that the refrigerator wasn't working (perhaps because after transporting it and having to put it apart we still had to force it through the very narrow threshold just to get it in her kitchen) we came before the 24 hours and replaced the refrigerator for another one. This proves that we are a serious business and honor and deliver on our service and warranty. 

     

    Customer was provided with a receipt which contains our policy for delivery, which states that if we come to deliver and the appliances don't fit, we are no responsible and there are no refunds. Regardless we still installed the refrigerator although she refused to pay for delivery, let alone installation.

    It also explains that there are no refunds, if needed we provide with store credit. 

    Both are legal and well accepted policies and practices by most businesses in the states.

    We still came back when she claimed that the washer was leaking. When we came we ran a test and found out that the washer is not leaking, the water is spilling because it wont drain properly due to the drain setting. We explained that to her and advised her to have her landlord set the drainage closer to the ground. Her response was that the landlord said that the setting was fine. 

    The washer needs to drain the water once is done washing, and that water must go somewhere, once out of the hose, is not the washers responsibility.  

    We have video footage showing the issue and we're happy to provide it. 

     

    Business Response

    Date: 02/29/2024

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

     

    This customer reached out inquiring about a refrigerator. Then went to inquire about a washer-dryer set. We showed her what was available and let her choose what worked best for her. We gave her discount pricing due to her order including 3 items. Customer refused to pay for delivery and installation, nevertheless we delivered and installed. Customer failed to mention her threshold was only 29" wide while the refrigerator was 33" wide. Extensions on the refrigerator weren't kicked, they weren't retracting and instead of using a hammer my brother pushed with his sneakers to avoid damaging the appliance. Washer-dryer had to be delivered to a "basement" an entire flight of stairs going down, which customer also failed to mention. We still delivered. She did not have the hookups for the washer, so we came next day with the hookups at no extra charge and connected the washer. At the moment of installation customer was advised that the drainage was too high for the washer. The drainage is placed 4+ feet above the washer, and the piping is setup in an S shape as if it was a toilet, which requires way too much pressure for water to drain. This results on the water spilling. Customer insist on blaming pluming on the washer. 


    The washer is digital and smart, it will select the soil level automatically depending on the cycle and type of garment to be washed. All of this is explained on the users Manual that came with the washer, customer was advised to read it and get acquainted with the washer.  Customer insists that the washer should change levels that is not programmed to change at her command. 


    All items are covered under warranty, and we are more than happy to fix the appliances if they need to be fixed, which is not the case because the appliances are not malfunctioning.


    As a proof there is the fact that the refrigerator wasn't working (perhaps because after transporting it and having to put it apart we still had to force it through the very narrow threshold just to get it in her kitchen) we came before the 24 hours and replaced the refrigerator for another one. This proves that we are a serious business and honor and deliver on our service and warranty. 


     


    Customer was provided with a receipt which contains our policy for delivery, which states that if we come to deliver and the appliances don't fit, we are no responsible and there are no refunds. Regardless we still installed the refrigerator although she refused to pay for delivery, let alone installation.


    It also explains that there are no refunds, if needed we provide with store credit. 

    Both are legal and well accepted policies and practices by most businesses in the states.

    We still came back when she claimed that the washer was leaking. When we came we ran a test and found out that the washer is not leaking, the water is spilling because it wont drain properly due to the drain setting. We explained that to her and advised her to have her landlord set the drainage closer to the ground. Her response was that the landlord said that the setting was fine. 


    The washer needs to drain the water once is done washing, and that water must go somewhere, once out of the hose, is not the washers responsibility.  


    We have video footage showing the issue and we're happy to provide it. 


     

    Business Response

    Date: 02/29/2024

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

     

    This customer reached out inquiring about a refrigerator. Then went to inquire about a washer-dryer set. We showed her what was available and let her choose what worked best for her. We gave her discount pricing due to her order including 3 items. Customer refused to pay for delivery and installation, nevertheless we delivered and installed. Customer failed to mention her threshold was only 29" wide while the refrigerator was 33" wide. Extensions on the refrigerator weren't kicked, they weren't retracting and instead of using a hammer my brother pushed with his sneakers to avoid damaging the appliance. Washer-dryer had to be delivered to a "basement" an entire flight of stairs going down, which customer also failed to mention. We still delivered. She did not have the hookups for the washer, so we came next day with the hookups at no extra charge and connected the washer. At the moment of installation customer was advised that the drainage was too high for the washer. The drainage is placed 4+ feet above the washer, and the piping is setup in an S shape as if it was a toilet, which requires way too much pressure for water to drain. This results on the water spilling. Customer insist on blaming pluming on the washer. 


    The washer is digital and smart, it will select the soil level automatically depending on the cycle and type of garment to be washed. All of this is explained on the users Manual that came with the washer, customer was advised to read it and get acquainted with the washer.  Customer insists that the washer should change levels that is not programmed to change at her command. 


    All items are covered under warranty, and we are more than happy to fix the appliances if they need to be fixed, which is not the case because the appliances are not malfunctioning.


    As a proof there is the fact that the refrigerator wasn't working (perhaps because after transporting it and having to put it apart we still had to force it through the very narrow threshold just to get it in her kitchen) we came before the 24 hours and replaced the refrigerator for another one. This proves that we are a serious business and honor and deliver on our service and warranty. 


     


    Customer was provided with a receipt which contains our policy for delivery, which states that if we come to deliver and the appliances don't fit, we are no responsible and there are no refunds. Regardless we still installed the refrigerator although she refused to pay for delivery, let alone installation.


    It also explains that there are no refunds, if needed we provide with store credit. 

    Both are legal and well accepted policies and practices by most businesses in the states.

    We still came back when she claimed that the washer was leaking. When we came we ran a test and found out that the washer is not leaking, the water is spilling because it wont drain properly due to the drain setting. We explained that to her and advised her to have her landlord set the drainage closer to the ground. Her response was that the landlord said that the setting was fine. 


    The washer needs to drain the water once is done washing, and that water must go somewhere, once out of the hose, is not the washers responsibility.  


    We have video footage showing the issue and we're happy to provide it. 


     

    Business Response

    Date: 02/29/2024

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

     

    This customer reached out inquiring about a refrigerator. Then went to inquire about a washer-dryer set. We showed her what was available and let her choose what worked best for her. We gave her discount pricing due to her order including 3 items. Customer refused to pay for delivery and installation, nevertheless we delivered and installed. Customer failed to mention her threshold was only 29" wide while the refrigerator was 33" wide. Extensions on the refrigerator weren't kicked, they weren't retracting and instead of using a hammer my brother pushed with his sneakers to avoid damaging the appliance. Washer-dryer had to be delivered to a "basement" an entire flight of stairs going down, which customer also failed to mention. We still delivered. She did not have the hookups for the washer, so we came next day with the hookups at no extra charge and connected the washer. At the moment of installation customer was advised that the drainage was too high for the washer. The drainage is placed 4+ feet above the washer, and the piping is setup in an S shape as if it was a toilet, which requires way too much pressure for water to drain. This results on the water spilling. Customer insist on blaming pluming on the washer. 


    The washer is digital and smart, it will select the soil level automatically depending on the cycle and type of garment to be washed. All of this is explained on the users Manual that came with the washer, customer was advised to read it and get acquainted with the washer.  Customer insists that the washer should change levels that is not programmed to change at her command. 


    All items are covered under warranty, and we are more than happy to fix the appliances if they need to be fixed, which is not the case because the appliances are not malfunctioning.


    As a proof there is the fact that the refrigerator wasn't working (perhaps because after transporting it and having to put it apart we still had to force it through the very narrow threshold just to get it in her kitchen) we came before the 24 hours and replaced the refrigerator for another one. This proves that we are a serious business and honor and deliver on our service and warranty. 


     


    Customer was provided with a receipt which contains our policy for delivery, which states that if we come to deliver and the appliances don't fit, we are no responsible and there are no refunds. Regardless we still installed the refrigerator although she refused to pay for delivery, let alone installation.


    It also explains that there are no refunds, if needed we provide with store credit. 

    Both are legal and well accepted policies and practices by most businesses in the states.

    We still came back when she claimed that the washer was leaking. When we came we ran a test and found out that the washer is not leaking, the water is spilling because it wont drain properly due to the drain setting. We explained that to her and advised her to have her landlord set the drainage closer to the ground. Her response was that the landlord said that the setting was fine. 


    The washer needs to drain the water once is done washing, and that water must go somewhere, once out of the hose, is not the washers responsibility.  


    We have video footage showing the issue and we're happy to provide it. 


     

Phenix Appliances is NOT a BBB Accredited Business.

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