ComplaintsforBrothers Main, Inc.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On or about October 29, 2023, we ordered three items from Brothers Main. We ordered an induction cooktop stove, an over-the-stove microwave, and a refrigerator. While in the showroom we stated that the refrigerator needed to open from the right side (door hinge on left side), and we were assured that the refrigerator we ordered was capable of switching the door to suit our needs.Delivery occurred on November 10, 2023. The items that arrived were the correct stove, a large vent hood in place of a microwave, and a refrigerator with incorrect door orientation. I was never notified or informed that the people delivering the items were not Brothers Main employees, and are contractors. I received a phone call from the contracting company and I informed them the refrigerator door was incorrect. The company (I have no idea who) sent two people to my home who ended up breaking the refrigerator and breaking my counter in two places. I was told that Brothers Main would contact usthey never did. After approximately ten phone calls from us, ******* at Brothers Main assured us they would order a replacement refrigerator. A tentative delivery date was scheduled for December 15, when Brothers Main would replace the vent hood with the correct appliance, and deliver the refrigerator with a correctly-oriented door. ******* said she would call me if the refrigerator did not arrive when they expected. We never received a phone call.On December 15, Brothers Main delivered the microwave, but still no refrigerator as we ordered it. Nobody from Brothers Main has called us and ******* from Brothers Main has not returned our phone call. We are at a loss of what to do to get the third item we ordered. Please help us get the appliance we ordered so we can be done with this poorly-run company. If they cannot provide the correct and unbroken refrigerator we ordered, we would like a refund and can provide a receipt.

  

  Business response

  12/26/2023

  The new Fridge came in last week. I have ***** scheduled for delivery this Friday the 29th if that works for her.

  I have left her a voice mail and am waiting for her confirmation to take delivery of the new fridge.

   

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

  Brothers Main 

  Customer response

  12/28/2023

  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.
  
  ******* called and left a message on Dec. 26 to schedule a Dec. 29 delivery. That same day I returned her call to leave a voice mail that we are out of state on Dec. 29 and that will not work. I stated, due to the holidays and the two other days we have taken off from work for the failed deliveries, that we are only able to be home January 3 for delivery. I have not heard from ******* in 1.5 days regarding this delivery, which apparently is scheduled for tomorrow. It is also remarkable that the refrigerator came in that week, but only after I filed a BBB complaint did Brothers Main care to notify us.
  
  Regards,
  
  ***********************

  

  Business response

  12/28/2023

  As soon as we knew it was in we notified her, I did receive her vm to change it to January 3rd which I did. With the Holidays, and staffing shortages I did not get a chance to call her back.  

  Customer response

  01/03/2024

  [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.  We received the replacement refrigerator today with the correct door orientation.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will have to pay an extra plumbing bill because of Brothers Mains negligence. After already failing to return communication that would have changed my delivery date to the correct date, the company then attempted to deliver my appliance to the incorrect house. They did not leave a voicemail so I didnt know they had tried until I called the store. When I called, I was told that two people would call me back - no one did. I called again and was told Id receive a call back. Still no call. I called again and spoke the person who finally told me that I hadnt been home at the time of delivery so that no one would be assisting me. When discovered that the delivery had actually been made to the incorrect house, the salesperson hung up on me. I called again the next day and was told, again, Id get a call back. Still no call. I needed to have the plumbers come prior to when the appliance will actually arrive because there is more important plumbing work I need to have done, so the plumbers will have to come back again to install the appliance that should have been delivered days ago but for BMs negligence.

  

  Business response

  10/30/2023

  I apologize, I have talked to the employees at West if that is the store she called and nobody recalls this interaction with her.

  We did attempt to deliver to her old address that was in our system. I don't know when she moved or why this was not caught when the order was processed in our system. We hand the customers copy of their invoices to check them over. We had the wrong address on the 20th, corrected it and delivered her appliances on the 23rd. 

  I am playing phone tag with her at the moment to discuss this matter with her.

   

  Roslyn 

  Customer response

  10/31/2023

  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.
  
  There is no remediation or solution offered, let alone compensation for the extra plumbing bill I paid for their mistakes. And that "no one remembers" this situation is a huge problem...either several employees have recently quit and went elsewhere or they are lying, because they definitely recall the situation...

  Additionally, one of the products I purchased doesn't fully function...so I will need to address this as well...

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

  

  Business response

  10/31/2023

  I spoke to ******* and the sales person today and understand the miscommunication. She is sending me the bill for the plumber to have to come out on a separate trip to install the dishwasher for her and we will reimburse her for that. ******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a $9000 Viking Induction Range/Stove from Brother's Main (BM) in July 2021. We paid for the range in full. We were told wait time would be about 2 months. Two months turned into a year which turned into 2 years. Fast forward to August 2023 I called BM, yet again, to inquire about our Viking range. We were told that the range was in and we could set up delivery. No one had ever contacted us to let us know that it was at the warehouse. I arranged delivery for 2 weeks later, took the day off of work for delivery and no one showed up. I contacted BM and was told by **** (our salesperson) that they had an employee issue and they were not delivering the range. No one had called me. I asked to speak with a manager repeatedly and was told numerous times that he was not available. **** proceeded to use the f-word on the phone when trying to get him to allow us to speak with an owner or manager. He said he was in contact with the managers/owners and that he would call me back. Never received a phone call, and later learned that was all a lie. I called the store back again that day and was now told by receptionist that originally scheduled delivery, that she could not set up a new delivery date for us. She hung up on me during our conversation. My husband called back and BM would not answer our calls from our cell phone. We called from a different cell phone, and they answered the call right away. The person then hung up on my husband during the phone call. We purchased a $9000 Viking range that we paid for in full over 2 years ago. The behavior by the employee's of BM was unprofessional and completely unacceptable. Their customer service is the worst that we have ever experienced. That Viking range that we special-ordered 2 years ago is our range and does not belong to Brother's Main. They have a responsibility to deliver our range in a timely manner. They have been impossible to work with and their client communication is non-existent and they don't care.

  Customer response

  09/15/2023

  [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. 

  Thank you for reaching back out to me. Brothers Main knew of our report to BBB because they mentioned it to us when they called us a day after filing the complaint. Our stove was finally delivered, but the process was not easy as we could not get a definitive time of delivery from them. They get poor **** for their ability to communicate with clients. People don't respond to emails or requests for a phone call. We would never purchase anything from them again. I had reached out to Viking and a regional manager contacted me and was not happy with everything that had gone on regarding the stove delivery. He said that ****** would be contacting them to figure out why things were so difficult. When they delivered the stove, the delivery men forgot to remove the protective seal from the sides of the stove. The stove weighs 400 lbs and we cannot move it out ourselves. They have offered to return to do it, but we would have to take another day off work to have it done. I have requested that we be able to call them to have it done in November when our schedule slows down.

  
  

  I am relieved that it is over and that we have our stove.

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

  
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original Transaction Date 02/24/23 On the above date I went into Brothers Main to purchase a new built-in microwave to replace a built-in microwave I owned that was no longer functioning. When I went into Brothers Main, I had the original owners/operating manual from GE (the manufacturer of my original microwave). I was told at that time, by the sales person (*************************) that GE no longer manufactured my built-in microwave, and she showed me the supposed replacement which I purchased for $485.25. It was delivered for installation about 2 weeks later. At the time it was determined that the trim kit that I had on my original built-in would not work with my new replacement, so a new trim kit was ordered. After a few weeks I called Brothers main to find out the status of the trim kit and talked to a sales person named *****************. He told me that the kit was not in but expected it to be on the next truck. 2 weeks lated I called and again spoke with ***************** and was again told that the kit was not in but it was expected on the next truck. I again repeated this process two weeks later and was again told by ***************** that it should be on the next truck. Now I am being called by Brothers Main customer service and told that my microwave is not a built in and that there is no trim kit. If this is correct it has taken them 4 months to tell me that the microwave they sold me is not the correct one I I have spent almost $500 for the incorrect model and another $250 for a trim kit that I did not receive. My solution to this problem is that Brothers main refund my money for the microwave and the trim kit and come and take back the incorrect microwave. Then I can go to Main Appliance and by a built in microwave with trim kit and most likely get my problem solved. Main Appliance has got to be better than Brothers Main

  

  Business response

  06/15/2023

  **************, thank you for bringing this to our attention. We sincerely apologize for your experience; this is not our typical customer service experience. We are happy that our team could connect with you as your satisfaction is important to us. We are currently processing the paperwork to return both the microwave and the trim. Please allow at least 48 hours for that adjustment to appear on your account. We appreciate you working with us.
  
  The Brothers Main Team
  ******************************************
  .

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a fridge with icemaker April 26 2023 to be delivered *** 1.I just had spinal sx and needed ice maker for pain relief. The fridge was delivered and ice maker hooked up.The ice maker did not work,I called someone said they would come out to repair or replace *** 8,guy came out said it was not installed properly initially but he did not have anything with him to repair or replace.I called and got the soonest date to fix this *** 13. I asked for sooner date,and was given canned response this was soonest. So this is 2 weeks waiting for ice maker to work. We have had to purchase ice every few days for pain relief. I bought extra warranty to cover.Not happy!!!!!

  

  Business response

  05/10/2023

  We sold them the fridge and installed an ice maker  on 5.2.23 , we went back on Monday 5.8.23 to try to fix it the ice maker, it was missing a part. We have them scheduded for 5.13.23 to replace the whole ice maker. The invoice for the repair and replacement are attached. 

  Customer response

  05/11/2023

  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 ordered a fridge 4/26/23 emergently, as our fridge stopped working ,too much to fix it, and accepted floor model as I just had spinal surgery and needed ice maker for pain relief. The delivery date was 5/2/23, I gave installers ***** tip, when they left. I was told it would take 24 hrs. to start making ice.

  
  

   The ice maker was not installed properly, and I called for help, the next repair date was 5/2, I was told he would either repair ice maker or install new one.  The repairman came, and did not have anything to repair or replace ice maker. 

  
  

   I called again and was told soonest they could come out was 5/13/23.  This is 3 mistakes, made on 3 different dates, with all day wait windows, made by delivery/repairmen, adding adding another 11 days to wait on top of original purchase date. My husband has had to purchase bags of ice every few days for 3 weeks now.  When I called I asked for sooner dates for repair, and whoever I spoke with was rude and stuck to weeks of waiting time.  I consider this very poor customer service, especially since I purchased extended warranty.  

  
  

  At this point asking for ***** tip refund, and ***** reinbursement for ice for 11 days=60.00, and appology.  Prior to this had asked for sooner repair date with repairmen that were prepared to repair.  

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

  

  Business response

  05/15/2023

  We put in the new ice maker on Saturday 5.13.23 and issued her a refund for the $60.00 

   

  Attached is a copy of the refund that should go out in the mail this Thursday 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had an upright freezer delivered. During delivery, our hard wood floors were unfortunately damaged. I reached out to the west side store where we bought our freezer on July 1st and was given the phone number to the delivery manager to talk more about this. I called the number given to me that same day and got ahold of ********. She asked me to email pictures of the damage to her, and informed me that your insurance company would get in contact with me as soon as possible, likely the following Tuesday or Wednesday (July 5 or 6) due to the holiday. After sending the pictures, ******** asked me a bit more information about how old the floors were and if we had any extra flooring. She also asked me to obtain an estimate for repairs and stated we will work with you to get this resolved in a timely fashion. I told ******** I would try to get an estimate, but it would likely cause a delay due to the holiday and how busy many contractors are these days The following week, I did not hear anything from either ******** or an insurance company. I was able to schedule a flooring company (******************************) to come to my house and give a repair estimate on July 7. I sent the estimate to ******** that same day at 12:44pm. I have since not received any response from either ******** or an insurance company. I reached out again by email to ******** July 12th with no response. I called the west side store again today, and after multiple attempts finally got through to talk with a man there. He gave me the phone number to the warehouse and stated ******** is working there today, call that number and ask for her. The call placed to that number at 10:49am went immediately to a voicemail. I left a voicemail with my name, asking to speak to ******** about our previous conversation and a call back number. I have yet to receive any response. Reached out again 7/15 and was told to call ********. No answer again.

  

  Business response

  08/04/2022

  We have settled this claim with the insurance company.

  Customer response

  08/04/2022

  [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 ********, 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I bought a high end stove from Brothers Main . When it was delivered it was missing the back vent. I was told they would locate it and bring it and install. After a week I called and they told me they were working on it. In the last 2 and half months Ive contacted them at least 6 times to no avail. Ive even been int,o the store and got the runaround and sent on my way. Please help make this right. Thank you,*********************

  

  Business response

  07/05/2022

  We have ordered pieces for their range. There are issues with backorders be we sill continue to follow up.

  Customer response

  07/05/2022

  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.
  
  [Please type your response here.] I've been told this numerous times with no resolve.
  
  Regards,
  
  *********************

  

  Business response

  08/04/2022

  Our records show that we obtained the part and installed it on the customer's stove. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fianc and I purchased two brand new appliances in early May. After receiving them, I saw the stove had a damaged seal and the dishwasher had a chip in it. I let my sales person know who told me hed contact customer care on my behalf and to email the pics of the damage to him. I did that. I never received contact from anyone after a few days so I called back only to be told my salesman, **** ****, never emailed or contacted customer care. They had me send them the pictures and they said theyd get back to me with a resolution. It took them 2 weeks before I heard anything only to be told to contact GE myself about the stove and they could replace the dishwashers front or offer me up to $125 off. I called GE to be told they couldnt do anything since its been more than a week since I purchased it. They transferred me to their escalation department who told me its The Brothers Mains job to handle this, not me, which I assumed anyways. I emailed ***** at Brothers Main, customer care department asking for the phone number of the manager, only to get an automatic response to contact their store phone number. I called the store and their phone system was down, where I bought it. So I called the west side location and talked to an extremely rude, customer care woman who told me I couldnt talk to the manager or owner, and that she was offended that GE said this was their issue to take care of. I told her Im at the point where I want them to pick up my appliances and give me my money back, and she hung up on me. I called back to the store and someone else answered who refused to give me the name of the super disrespectful customer care person and assured me management will call me tomorrow. Im not holding my breath. I want a gigantic apology and significant money off my dishwasher, not 10% for what a nightmare this has been and them to set up GE coming to fix my stove.

  

  Business response

  07/05/2022

  We have been in contact with the customer and are resolving all of their issues.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 3/19 I went to Brothers Main of ********** to purchase a laundry set. I wasn't searching for a specific brand, but needed both to be in stock and available for immediate delivery. ***** recommended the ** Profile set. She assured me they could be delivered in 1-2 weeks, On 3/24 I called to see how close we were to delivery and was assured they were in stock and expected to be on the truck the evening of 3/30 and should call the next day. On 3/31, I called and was told they weren't on the truck nor were they even in stock. I never would have purchased these items had I not been assured they could be delivered quickly. I spoke with ***** on 4/1 and was told they were in stock and she would get back to me on 4/4. She still hadn't responded by 4/6. I called the store again and asked to speak with a manager. I was told they had no manager. I asked for the name of an owner and was told they didn't know how to contact an owner but if I emailed the support department the owners typically read those. I heard back from ***** the same day. She apologized for *****'s lack of response and was told the laundry pair was expected the following week. On 4/15,with still no appliances in sight, I again called to speak with an owner. I was transferred to ***** who said the order was expected that day and she would call me later that evening. Again, she didn't call back. I called the ******* store on 4/16 and talked to ****. he said the owners are all on vacation, the ** Profiles are in ******* and didn't know when they would be shipped. It's been 4 weeks since the purchase and I have no idea when I can actually expect delivery.

  

  Business response

  04/20/2022

  We received the washer and dryer from the manufacturer on 4/18 and delivered and installed them at the customer's home on 4/20.

  Customer response

  04/20/2022

  [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. Although we ultimately did get the appliances delivered today, Brothers Main is not accurate in their claim that that just received the shipment on 4/18. The manufacturer delivered them to Brothers Main on 3/25 but they failed to inventory them until 4/17.

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

  
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2,2022 bought a Kitchen ******************** stove/oven was told this was self cleaning. it was delivered January 6, 2022.. tried cleaning this 4 times in February to no avail. called KitchenAid3-11-2022 and was told there is nothing they can do. called Brothers Main and talked to *********************, sales person he sent repairman out to look at stove 3-22-2022 ********************* from Diamond appliance said it is not a self-cleaning oven, showed me how to take door off to clean inside better and said that it is the sales man fault for not being completely honest'called **** back and he said Brothers Main does not have a license to sell used *********************** and he would get back to , has not total **** was $1559.28

  

  Business response

  04/05/2022

  The range is specified by the manufacturer as a "Aqualift Selfclean". This is a low temperature self-cleaning method which does not require  the high temps and long clean times of older systems. It may not be as effective for very dirty ovens.

  The product is outside of our window for return.

*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. ↩