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: 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: 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,