Complaints
This profile includes complaints for Grand Appliance & TV's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 73 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/30/2023
Type: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 bought an ** refrigerator and have had constant problems with it. After 3 months an error message appeared intermittently. I contacted ** and they told me how to get it off but it kept coming back. Did that procedure twice which worked for a short time. Now the error message is on all the time and the refrigerator started to build up frost and stopped cooling. I called the Grand store in Brookfield about a month ago and got no call back. I also called ** and theyre less than helpful. It is appalling how Grand Appliance wont support the products they sell. They offered absolutely no help when I called and finally reached someone at the store today.
Business Response
Date: 10/31/2023
********************. We received your service request yesterday and placed a dispatch request with the manufacturer yesterday under ticket #*****.Initial Complaint
Date:10/27/2023
Type: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.
Order date 7/28/2023. Sales order SO15-38256. $964.27 I purchased a scratch and dent dryer. They told me it was brand new, only cosmetic issues. The dryer never worked well and two months later it stopped heating. I called the brands service ***** She told me the machine was purchased in 2/2022 and has had 7 service repairs on it already. All relating to the heating element. No one answers the phone. I went back to the store and told them they misrepresented the machine as new when it was really used and defective. Customer ********************** told me via email they would refund me. I have been following up by leaving voicemails and sending emails about when I will see the refund and when they will pick up the machine. They ghosted me. I have not been able to get a response from them.Business Response
Date: 10/30/2023
Per our discussion last week, we are scheduled to pick up the appliance today.Customer Answer
Date: 10/30/2023
[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.
Regards,
*****************************Initial Complaint
Date:10/18/2023
Type: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.
My wife and I purchased several appliances from Grand Appliance last year for our new home. Once we moved in, we noticed the tray in the freezer would come off track when we used it. We were to no avail when troubleshooting this issue on our own, so we contacted Grand Appliance. Grand Appliance scheduled a repair contractor, Allied Main Appliance, located in ******** While the service was horrible with Allied Main Appliance, they have visited our home on four separate occasions to try and rectify the issue. We've had a new tray installed, new tracks, etc. Nothing has seemed to work, although the last "fix" lasted two weeks. The "fix" was to not s**** in the track all of the way which means there is something definitely wrong with the refrigerator itself. I have had several conversations with Grand Appliance and they continue to refer me back to the repair contractor. This has been going on for over five months and Grand Appliance will not replace the refrigerator. Grand Appliance also claims that GE will not replace the refrigerator. All I am asking for is a replacement of the same refrigerator we have today, I'm not looking for anything more. I've been thrown in circles for the last five months for a "lemon" refrigerator that Grand Appliance will not stand behind. My wife and I have missed work as the repair company will only provide windows of time versus a set appointment. I don't know where else to turn as Grand Appliance has me "turning" in circles.Business Response
Date: 10/19/2023
************. We're sorry for the frustration. Our records show that we are scheduled to exchange your refrigerator tomorrow. If you have any questions about this exchange about this exchange, or any further concerns, please contact your salesperson or email *********************************************************Customer Answer
Date: 10/22/2023
[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.
Regards,
*************************Initial Complaint
Date:10/17/2023
Type: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.
Bought clothes drier approx. 3 years ago. Drier has been services over 5 times for drier vent popping out. Vent pops out and fan injests clothes to exhaust fan. Clothes at times have had to be cut out. I have 8 cases of parts that have been sent to us for service people to install none have worked. This past Monday they sent out A & E service to install ap new vent assembly. The man dissembled the drier only to find the replacement part damaged. The service man assembled the drier and stated hed be back once a new part is received. Now the drier does not work at all.Business Response
Date: 10/18/2023
****************. We're sorry for the frustration. Unfortunately, your dryer purchased in July 2021 is more than a year out of warranty. However, we have asked the manufacturer if there is any assistance that they can provide in sourcing the necessary part or parts for this repair.Initial Complaint
Date:10/02/2023
Type: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 microwave and paid to have it installed, and the old microwave removed.Delivery and install were to occur on Thursday September 28th. I arranged to take off of work and on the 28th they dropped the microwave off, but told me they dont do install. I accepted the microwave and called the store , after 2 attempts my sales associate called and stated that it was somehow set for drop off only and he would try and have an installer out on the 28 th . I waited and then received a text telling me they were sorry but couldnt get anyone until Monday October 2.I would of had to take another 8 hours off from work so I contacted an installed who s phone number I had received from Grand Appliance associate **************** for a past install. The gentleman installed the microwave on September 29 before I had to be at work. I paid him $149, this is what I had paid Grand for install and to haul away old one. Stopped in Saturday September 30 th and spoke with a man I think was named **** he was only going to refund $121 saying that because I didnt use them for that is all they would refund. I tried to tell him I would of used them if the could of come on Thursday or Saturday when I was off I would of. Just asking to be reimbursed for services I paid for but did not receiveBusiness Response
Date: 10/03/2023
Hi, *********. We're sorry for the confusion. It looks like we refunded the $129 that you paid for the installation to your credit card on 10/2/23.Initial Complaint
Date:09/28/2023
Type: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.
11/28/22, I purchased a washer and dryer from grand appliance in **********. They are located at *********************************************************. Their phone number is **********.I was supposed to get extra long hoses and electrical cords. I did get the washer and dryer, but the extended cords and hoses were not included. The washer hose did reach but was not the extra long version. I had to purchase my own appliance electrical cord extensions for about $30-$35. I worked with the sales person for months to get the extra long hose to drain the dryer. After literally months of multiple text, messages and phone calls with the sales person, I never did get what I was supposed to have. There was no manager at the store that I could discuss this with.I asked the sales person for a refund and he told me multiple times I would get it. First, he said it would be a check from corporate. Then he told me I would get a check from customer **********************. Then he said he would write me his own personal check. Then he said it would go back on my credit card. I have still not received the refund. I was asking for $120. This would be $35 for the electrical cords that I purchased, $36 for the extra long dryer hose (this is what the manufacturer said it would cost), and then $50 so I could hire a mover to help me attach the hose to the back of the dryer. Sales person said they would come out and move the machines for me, but would give me the refund for the electrical cord and the dryer hose. I have not received anything that he promised me. I want my money refunded.Business Response
Date: 09/29/2023
**********************. We're sorry for the communication issues. We have written your check refund for $120 to be printed and mailed to your address next week. Please let us know if you need anything else.Customer Answer
Date: 10/12/2023
[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. They did not send me a check as originally promised, but did make a payment of $120.00 to the credit card used to purchase the appliances.Thank you for your assistance!
Regards,
*******************************************Initial Complaint
Date:09/28/2023
Type: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.
Order SO01-31183.I was charged a $20 haul-away/recycling charge for my old gas range. My local trash collection service hauled it away for no charge, so the haul-away was not necessary.I was charged $20 and my multiple attempts to request refund have been ignored.Business Response
Date: 09/29/2023
Hi, ***. We apologize for the frustration. Our records show the $20 was refunded on 9/25 upon receipt of your request. Please let us know if you need anything else.Customer Answer
Date: 09/29/2023
[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.
Regards,
*****************************Initial Complaint
Date:09/05/2023
Type: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 bought a Whirlpool Dishwasher on September 22, 2018 and it was delivered October 1, 2018. We bought the extended five year warranty. On September 4, 2023 I called Grand Appliance because one of the four rollers broke off that holds the top rack and needs to be repaired. They texted me back with a number of the warranty company the next morning and I called them and they say the warranty expired July 18, 2023. I told them I would call Grand Appliance to see why they did not have the correct information. Grand Appliance never answered and I left a message. I called the service company back and this time they said they could not find any information on the purchase which I thought was odd because they were looking at the order a couple hours earlier. I want the five year warranty honored and the dishwasher fixed because I paid $829.04 for the dishwasher that includes $119.00 for the five year warranty that should not have expired. I do not know the service company but the sales order says Centricity and the number Grand Appliance texted me was ************. I think it was a foreign company because I talked to two women and they had Asian accents.Business Response
Date: 09/12/2023
The extended warranty provider states that coverage is on file but does not include the requested service.Customer Answer
Date: 09/12/2023
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.
They say they will NOT do anything because the warranty does not cover what broke off in my dishwasher. I would have to call a repair person to fix a plastic piece that broke off that probably costs a few cents but upwards of $200.00 in labor and trip charge.
Regards,
**********************************Business Response
Date: 09/12/2023
According to the warranty provider, this is an excluded repair.Initial Complaint
Date:08/09/2023
Type: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'm hoping you can help me with scheduling service for our ****************** that we purchased in 6/2021 from Grand Appliance. ******************* sold ** the washer for commercial use for one of our inpatient units here at *********************** (sales order SO01-1772) along with a five-year commercial service agreement (SO01-17871). When we called Centricity, the warranty company, they said that have no record of the washer. For at least three weeks now, I've been in contact with Grand Appliance's service department, ***************************, and *******************. I'm told that the warranty department is to call me and still have not heard from anyone. Thank you.Business Response
Date: 08/10/2023
**************. We're sorry for the frustration. The service company was calling a different number than the one provided in your message and never heard back. We have asked them to call you at the number ending in ****. Thanks!Customer Answer
Date: 08/10/2023
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 received a call from Lakeview Appliance. They will not honor the 5-year extended warranty I purchased from *******************, of Grand Appliance, SO01-17871.Please have Grand Appliance or the extended warranty company call me as soon as possible to schedule a service call.
Regards,
*******************************************
******************************
Business Response
Date: 08/18/2023
We're sorry for the frustration. Your appliance is covered by your extended warranty. The extended warranty company has attempted to reach you at the number in your complaint but have been unsuccessful. Please call ************ to arrange repairs.Customer Answer
Date: 08/18/2023
[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:
AAA Appliance has scheduled an appointment for Monday, August 21.
Regards,
*******************************Initial Complaint
Date:08/04/2023
Type: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.
2/3/2023. Purchased new Maytag washer and **** from the Grand, ************************************************ **********, **. Was due a $100 rebate on the sale.5/19/23 Spoke with salesman ***************** regarding failure to receive rebate. He said it should have been sent to me and that he would looking it and call me back with an update. He felt that since the washer was delivered some time after the **** ( because it was back ordered) that it might account for the rebate delay. He never called back.6/3/23 Spoke with a manager who said he will take care of the matter and call back with an update. He never called back. He also noted that he believes the the store sometimes does this on purpose hoping the customer will just give up on the rebate. (His personal opinion) I assumed him that would not be the case with me.6/15/23 Called the manager back and he said the rebate is being processed and that it could take an additional 10 to 12 weeks to receive. This would be the third time that they resorted to the unreasonable 10 to 12 week waiting period explanation. Since this is a rebate offered by the Grand, there is no way this should take 10 to 12 weeks to process and is something they could TCO within one week. In fact, the could have simply reduced the final bill of $2,212.34 by $100 at the time of our payment on 2/3/23.Business Response
Date: 08/09/2023
We're sorry for the delay. You should be receiving your $100 Rewards Card in the mail in about ***** business days (reference ID#***********
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