John D. Marcella and Sons Appliances, Inc

Revdex.com:My complaint was resolved almost within hours of your forwarding it to
the business I did get a call telling me my parts were in, however There were no parts pending for this repair Another example of the disorganization of Marcella The jobs had been completed weeks before the call about parts came.Regards,Judith Brenner

The salesman in Clifton Park was great, but I felt bad about having to call him repeatedly to manage the installation of my rather basic replacement range hood. It took SIX separate rescheduled appointments/visits (sometimes I got a call; sometimes I didn't, once I got a call but they arrived an hour early and I wasn't home, once the team arrived without the hood) before my purchase was finally installed.
During the installation the technician lit a burner under a protective blanket causing it to smolder, leaving ash and a nasty odor in the kitchen. (It was an accident and he was nice about it, but maybe we are just getting along so well because he's been here so often he feels like a part of the family.)
We're not done yet: a piece was dented and I will have to endure yet ANOTHER visit to correct this. My lost wages due to all these days of missed work far exceed the value of the item I bought. I don't think there is any possible compensation for the level of aggravation I have experienced.
I note that any negative reviews posted on this and similar sites are inevitably followed by responses from the company which blame the buyer for whatever went wrong. This says a lot about the lack of value Marcella' has for its customers.

Revdex.com:We have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve our complaint. For your reference, details of the offer we reviewed appear below
Unfortunately, we cannot consider this matter closed until Marcella's actually follows through on their word The reason for us approaching the Revdex.com in the first place was that the same exact response being provided in the reply to this complaint was also promised to us in early December We were told that they were ordering the new hood and it would take a few weeks to come in It was expected to arrive in early January When we were well into the month of January and had heard NOTHING from Marcella's, we contacted them again, they requested pictures AGAIN, it became painfully obvious that nothing had been done to resolve our issue Here we are on February 24, and still do not have a proper fitting range hood We will note that we have been told by the installer (who has been in contact with Marcella's) that he has been informed that the range hood has been ordered and should be ready on March 31st, but we've heard this story before This entire situation and the number of follow up calls we've been required to make has left us with no faith in Marcella's word and their willingness to resolve this issue So for this reason, we are rejecting the response from Marcella's until they actually deliver and install a properly fitting range hood which we'd paid for in full almost year ago now.
Regards,
*** * *** ***

We understand  that this matter cannot be closed until proper corrections have been made to the hood.  The parts are on order and we have been in contact with Mr. [redacted] that as soon as they  are received we will repair the problem.

We are in the process of sending the initial installer back to her home to assure that a new piece is ordered for the top of her hood and there will be no gap.  Our salesman should have brought this to my attention long ago for resolution as we do not was situations like this with our Company....

  He is making an appt today.Thank you[redacted]Manager-  JOHN D MARCELLA APPLIANCES

In response to Mr. [redacted]'s complaint regarding service on his [redacted] oven, Marcella's ordered the required parts from the manufacturer to service the unit following the 9/27 service call. The parts are scheduled for delivery here next week and we have reserved a service date of...

Friday 10/20 scheduled for the repair, assuming the parts arrive as scheduled from the manufacturer. There is no regional/local parts distributor for this particular brand resulting in the delay for the parts. We will follow up with a phone call to Mr. [redacted] to confirm.

We have contacted Mrs. [redacted] on 2 different occasions and left messages that we have her parts and are trying to set up a service call.  We are still awaitingher response.  Tell us why here...

On January 11, 2013 I purchased the following four high profile GE Slate Appliances from John D Marcello appliances; which totaled $4050.00Refrigerator (serial number GFE29HMDES) in the amount of $2036.00gas range (serial number JGB600EEDES) in the amount of $845.00microwave (serial number JVM1750EPES) in the amount of $277.00dishwasher (serial number GDW T358VES) in the amount of $592.00The original delivery date was scheduled for January 17, 2013, however due to construction delays I called and spoke with the salesman and rescheduled the delivery for January 23, 2013. Upon installation 1/25/2013 of the appliances, it was discovered that there was a dent on the right and left side of the refrigerator as well as scratches indicating paint removal on the outside ice maker of the refrigerator. These damages are clearly visible and this is unacceptable. In addition the dishwasher was only partially installed before the contractor realized that the dishwasher was defective (an abundance of water had leaked all over my brand-new floor) and couldn't even be fully installed because it was defective and damaged.Also, upon installation of the gas stove range the installer discovered that the pressure regulator was cracked and broken, and the rest of the installation on the range could not be completed due to the possibility of exposure to a potential gas leak in my home. I immediately contacted Marcellas appliances on January 25, 2013 and spoke with the sales representative [redacted] to inform him of all the issues and he informed me that I needed to contact General Electric's direct sales at ###-###-#### because I had already taken possession of the appliances and it was not Marcellas problem. I requested to speak to the service manager who gave me the exact song and dance that once the appliances left the building it was not Marcelas responsibility if the merchandise is defective and that I needed to contact the manufacturer directly regardless of if the installations were not 100% complete on the product. I proceeded to contact GE direct sales (1/25/2013) and a case number of [redacted] were established and they agreed to look into what was happening. They also made notice that Marcellas was incorrect and should of taken full responsibility for the products since they were not used and they were partially installed. They also informed me that I had 90 days to return all of the appliances and get my full refund. In addition they scheduled a service call for one of their repairman to come out and check all of my broken appliances (dishwasher, stove and damages to the refrigerator ) The service call was scheduled for one week later and they also asked me to contact Marcellas again and explain that they not GE were liable for the defective appliances. After contacting Marcella again they refused to acknowledge the defective appliances and told me to continue working with GE. My brother-in-law who happens to have a personal friendship with the co-owner [redacted] Marcella reached out & contacted him on his personal cell phone and explained the situation and how upset I was that I had just spent $4050.00 on appliances that didn't work and no one refused to help me. [redacted] Marcella promised my brother-in-law [redacted] that he would contact me immediately and rectify the situation by sending out one of his top repairman ([redacted]) to see what was going on and to look at the damaged refrigerator. He promised my brother-in-law that he would make good on the situation. On January 29, 2013 [redacted] Marcella called me personally and explained that he would order me a brand-new refrigerator due to the scratches and dents that his employees created when transporting the appliance into my home. He also stated that he would send his top repairman [redacted] who could be reached at cell phone number ([redacted] to come to my home and find out what was wrong with the gas stove and the dishwasher. I in addition he promised that he would rectify the situation. I explained to him at this point I was extremely frustrated and I would be willing to return all the appliances and get my money back because I was not happy he assured me that he would rectify this situation in order me a new fridge raider and in addition he would have my dishwasher repaired or ordered for a new one if it was not repairable. On January 30, 2013 at 9:51 AM [redacted] showed up that day to look at the refrigerator took pictures and looked at the dishwasher and stove. He ordered me a new dishwasher and he ordered me the part for the stove, and noted the damages and scratches to the refrigerator. I was told I would also be receiving a new refrigerator and it would take a little bit of time to put that in order. [redacted] did come back and install the new part in the stove and installed the new dishwasher. However since that date Jan 30 2013 I have been unsuccessful at contacting [redacted] Marcella via his cell phone, he does not return my phone calls so I started to call the main office. I spoke with the salesman [redacted] explained [redacted] Marcella promise of the new Fridge. He said he would call me back and never did as well. It appears no one will take responsibility and call me back; In addition I still do not have my new refrigerator.