Grand Appliance & TV

The service and explanation was great at the Libertville, IL. store.
Highly recommends sales team.
The machine is quite on th rinse cycle. It clens very well with big load. It rings out the water so less drying time.

Terrible customer service. A few years ago this was the best appliance store in the Milwaukee area. Now, it is the worst. They are understaffed, do not return phone calls or emails, do not meet scheduled delivery days or times, and no one can gave you any explanation. I have used Grand Appliance for over 10 years, and have recommended them to several friends. No longer. I would rather shop for appliance in Chicago then work with Grand Appliance.

I received further correspondence from the Revdex.com, which included the customer’s request for $of the $not yet provided by [redacted] for her failed rebateWe are writing a check this week for that balance, which should be to the customer within the next 7-business days

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThey have called and said that we will get a new refrigerator in about weeks or so If I do not hear from them in that time frame, I will contact you again to pursue this ***er I did not buy a defective refrigerator off the floor with a discount I bought a brand new refrigerator with no defects Also the salesman at the Orland Park location was very rude to me and said that it was my problem During this time I had trouble sleeping thinking about this and how it bothered me Plus my husband and I are seniors and it feels like they were taking advantage of us Sincerely, [redacted]

[redacted] called our Madison store 07-10-to complain of flooding from her dishwasher delivered 06-09-( [redacted] )My understanding is that by July 11th, she had filed a claim with the manufacturer for the property damageSince the Whirlpool corporation is the responsible party, they remain the point of contact for remunerationWe have provided her with all of Whirlpool’s salient information at our disposalWhile I understand the customer’s frustration, the fact remains that we are unable to expedite any reimbursement for property damage due to product failure, as the issue is being handled internally by the manufacturer

I guess based on their prior actions I would expect nothing less of Grand, they washed their hands of any issue the day they delivered the appliancesTheir customer service is horrible and I have told many consumers in the Madison market my disappointment with themWord of mouth will have to be my partner on this issueKitchen Aid has sent a warranty claim and I am completing estimates at this time so with any luck they will resolve it with no help from my appliance dealer

We are working with the manufacturer to provide resolution.

We have been working with [redacted] to replace the damaged door, but the appropriate part was never shipped to us in good condition, resulting the delays. I am sorry Grand Appliance & TV was not able to resolve this situation sooner for you. However, we are going to exchange this for you as soon...

as [redacted] ships us the new refrigerator.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have called and said that we will get a new refrigerator in about...

2 weeks or so.  If I do not hear from them in that time frame, I will contact you again to pursue this [redacted]er.  I did not buy a defective refrigerator off the floor with a discount.  I bought a brand new refrigerator with no defects.  Also the salesman at the Orland Park location was very rude to me and said that it was my problem.  During this time I had trouble sleeping thinking about this and how it bothered me.  Plus my husband and I are seniors and it feels like they were taking advantage of us.  
Sincerely,
[redacted]

The documentation that I submitted with our original rebuttal, and my subsequent emails, explain the timeline and efforts that we took with this customer. I understand that she is contesting the events as they have been established, but the fact remains that we received the replacement quote from the warranty company on Friday afternoon, a quote was sent less than an hour later, and before we even received their authorization to exchange, we proceeded with assisting this customer, knowing that she had been without her washer for quite some time. She had been advised throughout the entire process—including how the warranty works and the fact that her original choice was on backorder. Please let me know if I can be of further assistance in this matter.

According to the salesperson, Ms. [redacted] qualified for $500.00 in rebates, not the $1000.00 she was expecting. We did file the paperwork with Kitchen Aid for the amount of $500.00, but when we subsequently called on behalf of the customer to find out when she could expect payment, they had no...

record. We did attempt to contact the customer to inform her of this, but the messages did not make it to her, apparently. That said, we are working with Kitchen Aid now to get the customer the amount of $500.00.

As you can see from the attached document, we received a replacement quote from the warranty company on Friday, November 14 and received the authorization on Tuesday, November 18. We actually notified the customer of her exchange before we received authorization, because she had been...

without a washer for an extended period of time. She then chose a replacement washer that was not in stock and on backorder. We were up front with her that it might be some time, and encouraged her to reselect. She refused. She is also entitled to a check from the warranty company to shop elsewhere if she so chooses, but she has refused that option as well.

I received further correspondence from the Revdex.com, which included the customer’s request for $200 of the $500 not yet provided by [redacted] for her failed rebate. We are writing a check this week for that balance, which should be to the customer within the next 7-10 business days.

[redacted] called our Madison store 07-10-14 to complain of flooding from her dishwasher delivered 06-09-14 ([redacted]). My understanding is that by July 11th, she had filed a claim with the manufacturer for the property damage. Since the Whirlpool corporation is the responsible...

party, they remain the point of contact for remuneration. We have provided her with all of Whirlpool’s salient information at our disposal. While I understand the customer’s frustration, the fact remains that we are unable to expedite any reimbursement for property damage due to product failure, as the issue is being handled internally by the manufacturer.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Again, the warranty company indicated to me that they received the replacement quote from Grand Appliance.  Again, I was never told that I could receive a check for the amount that I originally paid for my washer.  Again, they kept stringing me along with dates and cancelled delivery twice, and not once did they say the machine was backordered, only that they didn't receive their delivery as planned.  The whole process was so frustrating, I am done with this issue and I am done with this company.Regards,
Lacey Tomczuk

Horrible horrible horrible experience with this company. Had to wait almost 2 weeks to get product. Set up a Saturday delivery and install in order to not miss work. We were told we would get a call the day before for a 'delivery window'. Never received one. Had to call on Saturday to find out when they were coming. When they came they had the wrong stove and dishwasher. Was told we would have to wait until Monday for redelivery. Monday came and again the wrong stove was delivered and the delivery people could not hook up a dishwasher. We were told the stove would be replaced on Tuesday and dishwasher hooked up them. Finally on Tuesday the right stove is delivered but we still do not have dishwasher hooked up. No call when setup guy is coming. Nothing Called customer service talked to [redacted] who is CS manager who has no customer service skills, refusing to take ownership for the inadequate unsatisfactory treatment we received. I own my own business and chose a Saturday deliver to ensure I would not miss work. I have had to cancel client appts for 2 days because of their inadequate service which they care nothing about my loss wages. I informed them I didn't want the product any longer and wanted a refund to which [redacted] replied it was not possible because the contract was filled satisfactorily. Not sure how he can make that statement as the contract was for a Saturday deliver and install and here it is Tuesday and we are still not complete. The contract was not fulfilled. I will NEVER do business with this company again. My advice to anyone is go to SEARS they may be a bit more expensive but stand behind their product and service. Horrible horrible company. At this rate will not be in business long. They are a scam they get your money (mine was 5K) and then do nothing for you. STAY AWAY I will also contact the manufacturers and make sure they know what a bad name this company gives to their product

Review: I spend $3100 in this store. As a single mother with two children saving to purchase things like this is hard work, but I did it to better my family situation. I paid extra for installation and delivery so it was done the proper way and so nothing would be damaged. After inspection I noticed the fridge was damaged in many places, as I continued to inspect everything else the driver informed me that he was in a hurry and he already wrote down damaged on the sheet and assured me if I had anymore damage to call my salesperson. After he left I went to close my front door and noticed both my screen door and exterior front door were damaged. Unable to catch the drivers as the left I immediately called grand appliance Customer service spoke with a representative who told me to take pictures and email them to her. In the pictures you can clearly see fresh wood on my floor from the damage to my nice solid wood door. A day later I was asked to send them an estimate of repair. I did so. The damage was over $1000 which I got quoted from a professional. I later received an email stating that there was no proof they did the damage and will not replace or repair my property damage. They calm to have such good customer service but can't even stand behind there customers. I was never called to get my side of the story, but they told me they interviewed their drivers and they said they didn't do it. Give me a break like they would even tell you. And why is it that they get interviewed before a decision was made but I didn't. Shouldn't the customer come first? The business did not make any effort to resolve the situation. The property damage manager just kept repeating that they would not take responsibility for the damage. It is unfair that I now have to live with property damage that I cannot afford to fix myself, and was not my fault to begin with.Desired Settlement: I would like the damage done to my property by the delivery drivers repaired or replaced. They need to take responsibility for their actions.

Business

Response:

Grand Appliance & TV delivered and installed the appliances as ordered. The refrigerator was noted as damaged and we exchanged it on the next available delivery date. However, the attached paperwork (O04505-0-DZ.PDF) bearing the customer's signature acknowledges that "no damage to the home or property has occurred". The door in question is an older veneer door with extensive pre-existing scuffs, scratches, and marring which we did not cause. During the investigative process, both the delivery crew and customer were spoken with multiple times, and in light of the evidence, Grand Appliance & TV has determined that it is not liable for repair to or replacement of the customer's property.

Consumer

Response:

Review: Purchased Liebherr CS2062 refrigerator; the refrigerator came defective with ice maker water connector/solenoid valve leaking that flooded our kitchen. A sales representative ( [redacted]) was contacted and service was ordered, but service person who came was clueless about the refrigerator and couldn't take of the problem in the professional manner. A request to refund/return was made which was ignored by the grand appliances and tv. The bottom line: paid close to $7K for brand new refrig., which came defective and the dealer failed to correct the issue already for a month.Desired Settlement: Item return.

Business

Response:

The manufacturer has no record of authorized service going to your home. We attempted to send a factory-authorized technician, who reported after speaking with you over the phone on or around January 18 that the issue might be from your hookup (Grand Appliance & TV did not perform this labor as indicated by the signed delivery document), but would need to see the unit to properly diagnose and address the issue. We can ask the technician to contact you to set up a service call if the problem is still evident.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below:The record the company representative refers to is incorrect. A service by Liebherr was attempted during the first week of January in our home, but the technician couldn't fix the leak.

Regards,