Grand Appliance & TV

Review: On November 1st my Whirlpool washing machine broke down. I called Grand, they gave me the number to the warranty company. On November 3rd a service technician came to repair my machine, he left saying that he needed a part, and I never heard from them until I called on November 5th. The service company then told me the part was out of stock and that they had contacted the warranty company. I called the warranty company on November 7th to check on the status,and they said that they are waiting for the correct part number from the service company (who had indicated they were waiting to hear from the warranty company). On November 8th I called Grand to have them send me a copy of the warranty contract. On November 11th I called the warranty company and they said they are still waiting for the correct part number from the service company. I called the service company, they call the warranty company and finally clear up the part issue. The part is out of stock and the service company said I should hear from the warranty company to issue replacement. Three days go by, and I hear nothing. On November 14th I call the warranty company and was told that it was approved for replacement two days ago, and that she will send it through. The approval basically sat there for two days and nothing was done. I ask to speak to a manager to expedite the process. He sent it through immediately, and called Grand to request a quote. I called Grand local and corporate, to ask them to expedite the process. On Saturday the 15th, I receive a call from Grand to tell me they are working on it. I called the local Grand store on November 17th to check on the status, and was told to call back to tomorrow to talk to the sales guy who was dealing with it. I then called Grand corporate, and was told that they sent the quote on Friday the 14th and now they are waiting to hear back from the warranty company. I immediately called the warranty company to talk to the manager that was helping me. I remained on hold for over 20 minutes and was told that everyone in their presidential area was busy. I finally spoke to a different manager who told me he would speak to the original manager because the information was probably in his personal email box. He gave me his direct number and said if I didn't hear from him by the end of the day that I should call him. I called, got his voicemail and left a message. I called the next morning and left another voicemail. The first manager l spoke with called me back and said that the quote they received from Grand was $704. They sent it through as store credit because I had expressed to them that I didn't have a lot of confidence in the Whirlpool brand since it broke down after only three years, as well as the fact that I was not entirely thrilled about the performance of the front-loader and would like to go back to the top-loader since I was getting a new machine anyway. I called the local Grand store to order the new machine, I chose an LG. I was quoted a price of $845.10 even though their website advertised it for $749.99. I asked why it was advertised on line at the lower price but they wanted to charge me the $845 price. He called corporate and called me back to say they could do the $749 price and I would have to pay the difference between that and my store credit of $704. I inquired as to why, if I had chosen to take the Whirlpool replacement, which was retailing for $899, they gave such a low quote of $704. I had originally paid $749 for my machine, why wasn't I at least getting store credit of $749, and it would have been a wash. He said they get a special deal from Whirlpool. At this point I was without a machine for 18 days, I just needed a functioning washing machine, so I paid the $45. I set up delivery for November 21st. On November 20th Grand called to say the washer is out of stock and they cannot deliver on the 21st. They expect their next delivery on December 1st. I posted a negative review on their Facebook page which was promptly deleted. I looked online at other vendors who carry the exact same model, the earliest delivery date from one of them was November 29th, so I thought ok fine, I'll wait the two extra days for Grand to get their shipment in. I received a call on Monday December 1st to schedule delivery. Within an hour after that phone call I noticed I had a missed call and a voicemail saying he jumped the gun and didn't check to see if their delivery came before scheduling my delivery. I called back on December 2 and was told now we are looking at December 11. I asked if it was possible to get a loaner until this machine comes in. He said they don't really do that. I called on December 10 to check the status and was told that now their delivery isn't expected until December 16th. I called two other local Grand stores to see if I get the same story. One store tells me December 22, and another tells me February 5, 2015. In the midst of all this I receive a call from my children's school saying that my daughter is not feeling well, the flu has been going around the school, and I have visions of the flu going through the family with no washing machine! I finally decided to go back to square one and research it some more to choose a different machine. I chose the Samsung, called Grand to ask if they had it in stock, yes, but they would have to transfer it from another warehouse, I could have delivery on Saturday, and I have to pay an additional $141, even though the retail price is $899, exactly what the replacement Whirlpool retails for, but I was so tired of the stories and arguing about this, I just need a machine, so I reluctantly gave them my credit card number to pay the extra money. Then I thought, I wonder if they have the LG machine that I picked in the graphite color, if they are going to charge me extra anyway I might as well get the machine I want, I don't care what color it is, I just need it to function. Well, they wanted me to pay an extra $70 on top of the $187 that I already paid. This is when I finally lost it with the local store, and told them that I was reporting them to the Revdex.com and that I would not be back to purchase anything from them when I do my kitchen remodel or anytime in the future. I was told that if I want them to continue to help me with this and before I start bashing Grand Appliance that I should talk to the head of customer service and that they did nothing wrong here. This is day 41 without a washer, I have six children, two of them infants, being without a washing machine this long has been awful, and while Grand maintains that they did nothing wrong, from a legal standpoint this is probably the case, but this was a huge customer service fail. It's not like I am asking them to give me a machine that costs twice as much for no extra money. I am asking for a machine that is priced almost identical if not less than my original machine. They tell me they get a deal from Whirlpool, then why not pass that on to the customer? At one point I did ask for them to throw in an extended warranty on my new machine at no cost, and was told that if they did that for all their customers who had problems they would never make any money. Until today, I feel that I was very patient with them - having delivery cancelled twice, and then they kept stringing out the delivery date.Desired Settlement: I just want a working washing machine and for them to recognize that by charging me $187 to replace a defective product, that they sold me, they have lost a customer for life, not to mention other future customers who hear this story.

Business

Response:

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.

Consumer

Response:

Review: I went in to this store on Thursday January 30th and worked with [redacted]. I was looking for all new kitchen appliances and received a quote on a refrigerator, microwave, range and dishwasher. I brought the quote home and discussed the options and pricing with my husband, [redacted]. We decided to go ahead on the sale, and to complete it as soon as possible for two reasons, 1-I was working all weekend and would not be available to complete this order, and 2-if our order was in by 2/1 we would receive the $100 discount off of our chosen GE Profile range. On Friday January 31, I came back to the store to purchase our appliances. I arrived at the store around 1015 and [redacted] was not yet in, however, [redacted] (don't know last name), [redacted], was able to arrange my purchase. We purchased a GE dishwasher item #[redacted] for $899, a Samsung French Door Refrigerator item #[redacted] for $1899, have a labor charge of $85, purchased a 30" dual fuel slide in range item #[redacted] for $1599, with $100 off the range for said promotion, purchased a gas connector for $19, a GE microwave item #[redacted] for $599 and have another labor charge for $180, all for the grand total of $5444.19. At the time of purchase, [redacted] went line per line and verified each item and price. My credit card was processed and my receipt was signed. I have a copy of my purchase line per line with item# and price paid. Two hours after my purchase was made I received a call from [redacted] stating that she misquoted me on the price of the range and quoted me "hundreds and hundreds and hundreds" of dollars below actual retail price. She said she prides herself on her accuracy and knowledge and felt horrible, but could no longer allow me to purchase this range for the price on my receipt $1599 as it is actually $2400. If I could not comply, she could be "fired". I appreciate and understand her concern regarding this matter, however, two sales associates approved my purchase of this range at the agreed upon $1599 price. My credit card purchase has been authorized and I fail to see how this is my problem. I did not make this mistake, and as a customer, expect the business to own up to their mistake by making this right. How do I not know this is a bait and switch tactic and/or that I can even trust this business to complete my order. At this point I'm on the line to make a decision and even when we said you made a mistake and we can meet you half way and that's it, they tell us they just cannot do that. I again do not see how this is my problem any longer. I made my purchase, have paid for the product, and had two separate sales associates verify this product at the price quoted. If there was this large of a discrepancy in price, that should have been noted and rectified prior to me being allowed to complete my purchase. Now that my purchase has been made, in my mind it is and should be final.Desired Settlement: I would like the business to own up to their mistake and not put their mistake on me to make up. I require them to make this right by completing the transaction as specified on my bill of sale.

Business

Response:

Thank you for alerting us about the complaint generated by [redacted] (complaint ID [redacted]). Ms. [redacted] received a handwritten quote from our salesperson, [redacted], including a dual fuel GE range (model number [redacted]) for $1599.00.

This unit retails for $2799.00, and Ms. [redacted] meant to write $2599.00, which was what she quoted Ms. [redacted] verbally. When the customer returned to the store with Ms. [redacted]’s mistaken written estimate, a second salesperson wrote the order using the incorrect amount of $1599.00.

Within the hour, when Ms. [redacted] discovered the discrepancy, she called the customer back, apologized profusely, and let her know that the range in question would be $2599. The customer’s husband called the store back and told us we had to honor the incorrect price, at which point we offered to work with them to bring their order back within their budget.

When no resolution could be reached, Ms. [redacted] offered to refund their money, an option which they neither accepted nor rejected. Ms. [redacted] did cancel the range on the order, however, as it was clear they didn’t want to pay that item’s retail price.

None of the appliances have been delivered so far, and that was the last [redacted] heard from the customer until your complaint letter arrived from the Revdex.com. I will reiterate to you what we explained to the customer:

We apologize for the confusion that resulted from an honest mistake about the pricing of the range. This range was never advertised for a price even close to resembling the mistaken quote. We are willing to work with the customer to provide them with an appliance package that fits their budget, and we are willing to refund the customer’s money and cancel the order, if that is their preference.

If you have any further questions, please let me know.

Consumer

Response:

Review: On 2/20/15, Grand Appliance of North Prairie, delivered a washer/dryer set. After they had left and I was cleaning up, I noticed that the deliverymen had damaged my vinyl floor - they had put circular cuts into the floor. I would think that they had to be aware of it at the time, as they did not use skids to put the washer in place, which is what damaged the floor where both of the back feet had cut through the vinyl, and they did use skids to place the much lighter dryer into place. I did sign off on the delivery paperwork, not knowing, nor being informed, of the damage. I called the business the following day and informed them of the damage. They sent a service tech out due to problems with the new machines, who saw the damage and confirmed it. I was told to contact [redacted], at the corporate location in [redacted], which I did. He requested that I send them an estimate for the replacement of the floor. I did this, which took a significant amount of time to visit the flooring company, arrange for them to come out, price an equivalent floor (as the one I have is no longer available) and then scan and email the estimate to Mr. [redacted]. He did not respond. After numerous calls and emails (many more than I can detail on the next page), I finally received a response from Mr [redacted] that they have no responsibility nor intention to replace the floor, although he never denied causing the damage, because I had signed off on the delivery form which says (in fine print) there was no damage to either the machines nor home. Again, the deliverymen did not point out the damage and the only way to see it was when I was cleaning up down on the floor under the washer. I did notify them as soon as the damage was found, it was confirmed by one of their service technicians and subsequent deliverymen, as the original washer/dryer was replaced due to the fact that they did not operate correctly. I again pointed it out to the new deliverymen.

Mr. [redacted] did not respond to any more of my emails following his decision that they are not going to replace the floor, although they requested the estimate for replacement. The only subsequent contact is that he sent me a scan of the delivery form that I signed. Due to this, I enlisted the assistance of an attorney. He sent Mr. [redacted] a letter outlining the sequence of events and explaining that, according to Wisconsin law, the release is invalid as either the deliverymen knew of the damage and did not inform me or they did not know the floor was damaged at the time; under the first circumstance, the release is invalid because it was obtained by fraud; under the second, it is invalid because of a mutual error of fact as to the essential component of the agreement.

Although my attorney clearly asked for Grand Appliance to take responsibility for the floor replacement, which they had originally said they would do (hence, all the effort to provide the estimate). However, Mr. [redacted] has failed in any way to respond to my attorney's letter. He also refuses to respond to any further email efforts from me.

The floor in question was less than two years old. It was in perfect condition and now has two semi-circular cuts into it right next to the utility sink in the laundry. If there is ever water on the floor, it will immediately get under the vinyl floor through these cuts. I have all documentation related to this issue, which I would be happy to share with you. As you can, I have tried for months to resolve this on my own, even securing the assistance of an attorney. I think that it is irresponsible and unbelievable that a business could damage your home and then rely on language in a release that, frankly, no one ever reads in full. I honestly thought that what I was signing off on was that there was no damage to the items being delivered and there was not. Mr. [redacted], as the corporate representative of Grand Appliance, refuses to even respond to all of these attempts on my part to resolve this issue and to what he originally said they would do - replace the floor.

I would greatly appreciate any assistance you can provide. I am going through this process in the hopes of a satisfactory resolution prior to writing a negative review of the company on your website and Angie's list and possibly taking them to small claims court. They need to do the right thing.Desired Settlement: The required outcome is to pay me the cost to replace the floor, which has have been provided at their request. They damaged it; they were alerted to that fact as soon as I saw it; and, their technicians have verified the damage. They do not deny it.

Business

Response:

Please see the attached documentation detailing our visits on February 20, February 21, and March 16. All three documents bear the customer's signature with no notation of damage to either the property or the product at the time of our departure. We sent a copy of the attached document to the customer on Tuesday, April 21 at 10:52 AM in response to her last message addressed to us.

Business

Response:

Grand Appliance & TV did not damage the floor in question. The signed delivery documentation supports this position.

Consumer

Response:

I purchased a refrigerator from Grand Appliance and TV at their Greenfield, WI store on July 22, 2015. We were told it would be delivered on July 27, 2015. When the refrigerator was delivered I noted it was damaged and I refused it. I was told I would have to wait a few more days because they did not have what we ordered in stock. The day the second refrigerator was to be delivered I received a call from the store advising that that refrigerator was damaged and I would have to wait a few more days for another to arrive in stock. At that time I reminder them that I had been without a refrigerator for some time and did they have loaners. They said they did not.
A few days later another refrigerator arrived and again damaged, I refused. I explained my problem to the delivery driver and he was surprised we were not given a loaner. The next day the sales person called to tell me they were sending a loaner and that another refrigerator was a week out. The refrigerator we accepted was delivered on August 11, 2015, I noticed as the drivers were unwrapping how much better it seemed to be packaged than the previous deliveries. This leads me to believe that the refrigerators that I refused were scratched and dented product that they hoped I would accept. On the first refusal I was asked if I would accept the refrigerator at a discount.

Review: After seeing a Jenn Air refrigerator we liked in the store, we purchased the model through this company. We prepaid 3 months in advance, but were assured we would receive a new refrigerator. It was delivered to our home several weeks ago. It arrived filthy and we had to deep clean it. The back had a dent, the ice sensor did not work and moisture keeps building up along the door panels. It has ice particles forming in the back of the freezer and the back wall is bulging. It also leaks considerably, so we have put blankets underneath to protect our new hardwood floor. After calling Grand Appliance, we received a call from a company that was going to fix it. After hearing our concerns, the employee shared that the issue could not likely be permanently fixed and that our refrigerator has a record of being more than 2 1/2 years old. She could not confirm whether it was a return from someone else. After multiple calls to Grand Appliance (4 different employees), we indicated that we expected and wanted a new refrigerator. In the last two calls, the employees agreed and said they would need to send someone to look at it to see the issue first. When that person arrived (now 1 week after the initial complaint), he indicated he was there to fix it (with the wrong part) and that it was not being replaced. In the meantime, the first repair company called to ask what happened since no one from Grand Appliance called or emailed her back after multiple attempts. She needed to know if she should close out the work order. After communicating the refrigerator should be replaced and not fixed, she was removed from the email chain. We then spoke with corporate today, and they indicated we were in the wrong and that they would not replace the refrigerator because they consider 2 1/2 years old 'new'. We would like a new one since that is what we were told we would get. We did not get what we paid for.Desired Settlement: Replacement refrigerator that is new (one that is less than 6 months old).

Business

Response:

We have asked the manufacturer for an exchange several times, and all of our requests have been rejected on the grounds that the unit is still considered repairable under the terms of the manufacturer's repair warranty on new appliances. The manufacturer is requiring that the service call initiated on behalf of the customer be completed before an exchange request can be reviewed. The manufacturer is advising that the fastest route to a potential exchange is to accept repairs. Please see the attached scanned documents for a copy of the email exchanges with the manufacturer and a copy of the signed delivery document.

In late January, I purchased new Frigidaire range, microwave, refrigerator and dishwasher from Grand appliance. The range and microwave have been excellent. However, experience with install and performance of the frig and dishwasher and the customer service handling of my concerns has been abysmal. The refrigerator was forced into the opening, causing a gouge in the side. The water hook up leaked, was not done correctly and needed an additional $200 to hook up correctly. Brand new out of the box, the dishwasher's heated dry cycle did not work and needed a new part, also the dishwasher was improperly installed, causing the screws to scratch the brand new top control panel, needing a new part ordered. The first customer service agent that I spoke with had an attitude of indifference at best, and somewhat arrogant at worst. The second customer service person I spoke with assured me she would speak to a manager and get back to me within one day, but no response. My third customer service call put me through to the first rep once again, who was not helpful, not attentive and indifferent.

Horrible after care service with problem appliances. They don't take responsibility and blame everything on the manufacturer. We purchased over $20k worth of appliances. They loved us when we were interested in buying but after the installation the salesperson in Racine and Customer Service Manager were very rude, arrogant and disrespectful when we continued to have problems with our dishwasher.

Review: We have purchased laundry unit from Grand Appliance and TV at the end of the October. Right after the installation, the product was not functioning well by not spinning the clothes properly, leaving them wet and having to use the dryer multiple times just to try to dry one load. It was also making a lot of noise. Service call was made-they have stated that the washing machine was fixed and that dryer vent system was not properly installed and that's why was not drying. They have shortened the venting system and said that it should work fine. The machine did not work, the noise was there and another call was made immediately, which have resulted in another service call. This time they stated that they have found out that they have forgotten to take out the bolt which holds the drum in place. The bolt was removed, noise gone but still not spinning properly or drying. The third service call resulted in them deciding to order and replace the main computer for the machine. We had to wait weeks for this, and had to endure the holidays without working machine and very rude customer service. The fourth service call-computer was replaced but the same issue persisted. The fifth service call resulted in repairmen coming and saying that the washer, according to his tests was spinning but the duct system was not properly installed again, therefore the dryer was turning off too soon. I have inquirers about the clothes being to wet and he said that he'll come back to replace the duct system, have me wash a load at that time and investigate. He said that he would call us for the appointment. The call never came, I have called, the repair service was rude and said that the repairman marked machine as fixed. After some arguing, they have sent another group of people to replace the ventilation system. Today was the sixth service call, ventilation system replaced, but machine does not work properly, same issues persist. The customer service just put me on hold and transferred me to the repair department to make an appointment for another service call. They are obviously not able to fix their product and I have already invested 24 hours in their service calls without hope that the next one will make a difference.Desired Settlement: We simply wanted working appliance when we bought a new unit and the businesses that stands behind their product and service. Grand Appliance and TV is not capable of delivering either, we just want our money back so that we can go and purchase an appliance that we can use somewhere else.

Business

Response:

We have attempted to rectify [redacted]’s laundry complaints according to the manufacturer’s warranty guidelines. We have approached the manufacturer twice about an exchange, and have been twice rebuffed, as this unit is still considered repairable.

The customer’s complaint is that his laundry is not drying properly, so on December 2, we adjusted the gas line and a test of the unit showed it was operating as designed. After further complaint, our technician replaced the main control board on 12-30-13 because the unit was “short cycling”. It tested okay after that service.

On January 15, the customer again complained of his laundry coming out of the dryer wet, and at his request, we replaced the venting on January 20, at which point he demanded an exchange outside of the manufacturer’s warranty protocol.

He has had one completed service call involving the replacement of parts, and Frigidaire has denied repeated exchange requests because it has not reached the warranty’s minimum threshold for replacement.

The customer is understandably frustrated, but we are unable to so drastically depart from the manufacturer’s warranty. When we attempted to schedule service, the customer terminated the phone call, leaving us without options for resolution.

Please let me know if you have any further questions regarding this complaint.

Sincerely,

Grand Appliance & TV

###-###-#### ph

###-###-#### f

Business

Response:

We received an addendum to Mr. [redacted]’s complaint originally filed on 1/20/2014 at 1:37:43. Despite explaining that Frigidaire has not approved the exchange according to the terms of the manufacturer’s warranty, the customer has refused service and hung up on our customer service agents, salespeople, servicers, and management, making it impossible to rectify the customer’s situation within the terms of the manufacturer’s warranty.

Previous service visits showed the unit was working properly. We cannot exchange this unit without written approval from the manufacturer, which I detailed in my first response to your office on Saturday, January 25 (see attachment for a copy of my first complaint response).

If you have any other questions, please let me know.

Consumer

Response:

It all started in late April we went to Grand Appliance to look at the appliances to see what they have as our kitchen was in processing of remodel. Well we had sale person name Tim who we always had in the past. We told him what we need and why so he told us what we should get and gave us the price. So we left to go home and think about it. Couple weeks later we came back and decided to go ahead to do it. WE asked is it ok to put it on hold because our cabinets had to be re order due to color was mistake. Tim said said sure no problem we put half of the money down on than we are ready we are to let them know when. So we did on May 28 we put half down.
On June 9 Mark called and said is it by any chance we could get the appliances on Saturday June 18, he said no problem. Ok great. On june 17 we tried to get hold of the grand appliance 3 times. One, no answer 2nd left message, 3 no answer.
Saturday June 18 we called Grand Appliance and they answer, we asked what is the plan for the appliances, they said you did not pay full, we told them we tried to get hold of you 3 times yesterday {june 17} so we went over there and paid it off Next said ok Monday you can get your appliances. They truck people will call you between 3 to 4 this afternoon we said ok Well did not call till 5 pm and said coming till 2 to 5 pm. alright
Monday June 20 it came around 3 pm Well We expecited 3 appliances out of 4
1. NO refrig
2 Wrong stove, suppose to be gas they bought electric
3 microwave
4 dishwasher but that suppose to be on hold until our counter and sink is in.
Next was told they do not install microwave.
So they took everything back
We went to call appliances and told us will bring it on Wednesday it be first thing in morning. We told them to bring them all s no one told us about unstall and we found a guy with different business with better deal than Grand Appliance can. we said ok
Tuesday June 21 after [redacted] was done working she drove to Grand Appliance with paper to go thru to make sure all of them are coming. SHe did not get very far because the guy must of knew who she was and said he is working on it and make sure all are correct. [redacted] said it better be and right coming at first thing in the morning? He said he will try but should be. [redacted] said ok
Wednesday June 22
Came around 8 30 3 men with heavy accents
1. no refridg.
2 stove , got it correct
3 microwave
4 dishwasher
Once they found out they only got 3 our of 4 they put it back in the truck and drove off we told them to leave it hear and go back to find out where is the refridg.
So [redacted] call Zion Headquarters and talk to the guy. He said they are looking for the refridg. Once they find it they will let us know
An hour later we got a call from Genesee City, said their inventory tell they have 2 but they do not know where or do not have it at all.
but we can take it from the floor as demo, well give us 200.00 off we said find
So they were going to wrapped it up and put it in the truck. Ok
We ask is it possible to come in the morning
They ask if can be Thursday June 23 we said no because we have funeral to go and leaving house at 7 00 am be gone all day long.
He said Friday morning first thing , we said ok FYI Waukesha and Genesee Depot is about 15 minutes drive
Today June 23 we get a call at 7 30p. telling us Oh it be around 3 pm to 6 pm
[redacted] said NOT GOOD ENOUGH TO BETTER THAN THAT and you better do it.
We tried to call customer service , left message
We are asking when a customer has problems getting their appliance, it should be take care right away customer should not have to wait any longer.
IF you want customer to come for business you should do something to make them come back
Truck people should not be calling people after stores hours are close
Inventory need to adjusted and clean up the warehouses.
On

Review: I purchased some appliances from Grand TV and Appliances in 02/2016 and they were delivered with a large size dent on the refrigerator. I called the company the very next day to report it. They took there time in sending someone out to evaluate the problem. The company that came out was Little Nicky's Appliance Repair LLC. They agreed that it was a dent in the refrigerator. They gave me a repair sheet that showed they had to repair the water connection where it was hooked up incorrectly. I called Grand Appliance several times and they tried giving me $100.00 and 5 year warranty in which I refused due to I paid for my merchandise in full and it was not to be sold to me as a scratch and dent item.

Business

Response:

The delivery document bearing the customer's signature acknowledges that he agreed "that the merchandise was received in good condition, and no damage to the home or property occurred". As such, we cannot offer an exchange, but our offer of a $100 concession or a complimentary 5-year warranty is still valid.

Review: Faulty dishwasher damages done to brand new home. Flooded kitchen and lower level basement. I really would have liked a new dishwasher since it took the repair people 4 visits and two floods to get the issue resolved. Grand offered no help and pushed me to Kitchen Aid/Whirlpool direct. I purchased an entire set of household appliances from Grand Appliance but yet I must deal with the manufacturer. This does not meet the customer satisfaction promise they advertise. I can file a claim against the manufacturer according the Grand Appliance Customer Service people, but they in no way offered to assist me in getting the claim. I have requested two times from manufacturer and nothing has been sent in over 60 days. I have placed numerous calls to both office and never get a reply back - I asked them to discuss before I was forced to submit a Revdex.com claim and that was nearly a week ago with no reply. I am a customer of theirs and I would like their assistance in getting this corrected with the manufacturer.Desired Settlement: I would like all of the clean up and rectification of the damages done by the dishwasher covered. There was extensive water damage and I can't even get them to assist me in contacting their supplier Whirlpool/Kitchen Aid

Business

Response:

[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.

Consumer

Response:

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 appliances. Their customer service is horrible and I have told many consumers in the Madison market my disappointment with them. Word of mouth will have to be my partner on this issue. Kitchen 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.

Review: In August 2013, I purchased several new Kitchenaid appliances - double oven, cooktop, refrigerator and dishwasher - and was eligible for $1000.00 in rebates. Rhonda, my salesperson, told me that she would file all the requisite rebate paperwork with Kitchenaid. Every month since then, I have been following up with her to find out about the disposition of my rebate. Multiple times she has assured me that she would look into the matter and call me back, yet this has never happened. As of today's date, I have not received the rebate check and the Grand has done nothing to resolve the situation.Desired Settlement: $1000.00 rebate check - from Kitchenaid or the Grand

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

[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.]

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