ComplaintsforHoward's Appliances Inc

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new washer and dryer from the business in early June 2023. The size of the laundry closet requires that the two be stacked. However, after the installation, we discovered they were not stacked properly, as not all items from the stacking kit were used. I contacted the store about the issue, they arranged to have installers come to the home, and when they did, they were able to confirm that the dryer was not stacked on top of the washer correctly. The installers said they would have to return in a few days with the stacking kit to correct the issue. However, it has been about four weeks, and no one has followed up with me about this. I have not been able to reach the sales representative and she will not return my calls, and anyone else I talk to at the store defers to this sales representative that sold us the appliances.

  

  Business response

  12/11/2023

  Hello ****

  I regret that we provided you with bad service and a poor customer experience it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service.

  You should receive a call back within 24/48 hours from the store manager to schedule a Final recheck and fixed the issue. 

  I had a conversation with ***** the store manager and ******* the Stores president, to make this gets resolved asap. 

  I am very sorry for inconvenience; I will be sending you as a token of our appreciation a Howards GC to the address on file.  

  ***********************

  Customer response

  12/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Howard's sent installers to my home on 12/13/23 to correct/complete the installation, although I had to convince the installers that the work was necessary. I consider the complaint to be resolved and will wait to see if the business delivers the on the promise of the gift card.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We over $1500 for a brand new refrigerator and spent another $500 on an extended warranty about 14 months ago. The control panel on the refrigerator broke as this the ice and water makers stopped working but the rest of the refrigerator and freezer worked just fine.We called the service department the week of 11/27/23. They sent two service guys on 11/30/23. They took apart our fridge and could not make the control panel work. They left and said that they would need to order parts because t didnt say when theyd be back or when they would call. Right after they left, I opened the fridge but the light wouldnt turn on. We didnt realize it at the time, but that was indicating that the fridge and freezer no longer worked! We called today 12/1 and asked to speak to the service department. They said that the fact that the freezer and refrigerator stopped working was just a coincidence and had nothing to do with the fact that their service technicians broke our fridge. Then the service rep told us that actually it was because of oxidation that the fridge doesnt work. Seeing as the unit is 14 months old, it seems as if they sold us a lemon and are trying to blame us for their mistake. That is VERY bad business. We now have a broken fridge and have had to throw out hundreds of dollars of spoiled food. They will not tell us when they can expect To fix our fridge.

  

  Business response

  12/04/2023

  To better assist with the issue, please add the invoice number related to the account.

  If you are not the person on the invoice, please provide the person's name and last name.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/11/20 I ought a ******************** was told the warranty was 5 years.I went down to the store this month November to get a phone number for repair and was told no problem you have a 5 year warranty so I called Speed Queen to get a repair man and they told me I had a 3 year warranty on the model I had I told them I was told I had a 5 year warranty at the store and the told me no.So I was lied to both mangers at the store.The 5 year warranty was one of the selling points the store made when I bought the washer.

  

  Business response

  11/25/2023

  *******************;

  To be so kind to provide the ticket number related to the account?
  

   

   

   

   

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I negotiated a deal with ****, the salesman at Howards that if we buy all our appliances totaling $29,000, he would throw in free instillation. Our items were delivered to our house under construction and products were set in the garage and were not installed. We contacted the company and found that **** was no longer an employee and the manager notified us that he would have to charge us for installation and they would not honor the agreement.

  

  Business response

  11/17/2023

  Hello 

  to better assist with the issue, please provide me with the ticket  number  related to the account.

  Thank you  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was told I'll have a refound on the delivery and I haven't received any $59.95

  

  Business response

  10/19/2023

  Hello 

   

  I apologize for the inconvenience; the rebate needs to be claim though  Opia Website (our rebate company)

  nevertheless, I went ahead and credit the original payment method.

  you will receive an email from your salesperson who will provide the return receipt. 

  thank you 

  Howards 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a Frigidaire galley fridge 8/14/23 from Canoga park -******************* Floor model which means as is in cosmetic It will needs to be running 100%First refrigerator was supposed to be delivered September 7 and I stayed home all day and waited for as they couldn't find the refrigerator on any truck so they had to come the next day after they somehow ****** didn't work So now they had to find another refrigerator to replace this which was in Riverside and I did not get in till September 26, why it took so long I don't know so I had NO FREEZER that whole time The 2nd fridge has an electrical out they sent a technician and he can't even diagnose it because the electrical is not working which means the second drawer, the panel to control temperatures and everything inside along with the lights don't work now they can't find a third one and the salesman's offering to give me money back, which is not gonna happen because they took my original one and I am not going be stuck with no refrigerator I'm getting 3 different stories from Mgr's now I want a new fridge that works The salesman **** has given me such attitude which should never happen to any customer when it's their products that are not in working order. I've lost money from work, time and so much money from not being able to store food in Fridge,I want a new refrigerator and I don't know what they lose at this point with what they've put me through

  

  Business response

  09/29/2023

  Hello Mr. ********************************* better assist with the issue, can you please provide me with the Invoice number number ? 

  Thank you 

• Initial Complaint

  09/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought washer//dryer on 2/19/23. They were delivered and installed 4/30/92. During that visit they took washer hoses even though we explicitly requested they didn't (both to sales rep and installer). Sales rep said he would give us money in exchange and never did. There was also a promotional rebate offered for which my machines qualified (per the sales rep and reading the paperwork). I submitted this within the time required and never received my rebate. I suspect this latter part was a scam. My sales rep, ****** ********** at the Laguna Hills Superstore, stopped returning my calls months ago and in person he was not helpful. Thank you.

  

  Business response

  09/26/2023

  
  Hello BBB
  
  Please be advise, that I spoke to the store manager ***** ***** who stated that they called our customer on several occasions, with no answer.
  Any time we do a return on any merchandise the store needs to speak to the driver to make sure the accessories were not used or left at the customer's house, the reason why the store tried to contact the customer on several occasions.
  Moving forward the store manager did process the refund on the (please see attached)
  In regards to the rebate refund, this is done through a company by the name of ****, in this case, the customer processed the refund through **** however the customer entered the wrong email information reason why the rebate was never processed.
  In the attached information please review the email from the store manager with all the detailed information, who emailed **** today with the correct email address.
  In this case, we did  everything we promised we were going to do and corrected the much need it information that **** needed to process the refund, The customer needs to be on the looked for an email coming directly from **** to finish the rebate
  Customer,  can also reach out to the store manager *****, if they need the phone number for **** rebates.
  Thank you
  Kind regards
    **** *
  

  Customer response

  10/05/2023

  I hate to make this a he-said/she-said, but the information being provided by the manager is incorrect. I asked for a check to be cut by the outside rebate company and did not want anything emailed to me. I have no idea why it's okay for someone to provide my email address - without my permission - to someone I did not want to have it. However, I did receive two copies of the same digital ********* for $***** which appears to be the delivery rebate, thank you. I consider that portion to be resolved although not in a professional manner. I did NOT receive anything for the hoses they took (again after explicitly being asked at the point of installation to leave with me and after getting the ok from ****** prior to installation to ask for this - he's the one who told me just to ask the installers). I have not called ****** back (he called ONCE since complaining to BBB, not multiple occassions) because in the past he didn't know what my call was regarding and I had to start from scratch to explain it - which is very frustrating for me. I would like what little bit of money my hoses are worth ($***** according to my paperwork) - preferably by check or refund to the credit card on which my washer/dryer were purchased - so we could be done with this debacle. My extended family has shopped at ******** for over 20 years and I have always had fantastic service and excellent products until this most recent encounter. They have a very good reputation around town and I have no intention on diminishing that through nasty social media posts because I think that is unfair and rude. I'm glad the BBB has this avenue for settling disputes, many thanks.

  

  Business response

  10/06/2023

  Hello ******* 

   

  Please be advise on my last response I stated that ***** Store manager had already refunded you the hoses.

  Please review attached documents and date this is your receipt. 

  the refund was done 9/26/2023 

  Thank you 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary: the store sold me the wrong item for my needs and will not exchange the item for the item I asked for. The mgr and Dir. of Stores refuse to call me back or help me resolve this issue. Oct. 18, '22, at Howard's Store. I asked to purchase a refrigerator with flush integration installation. This means a refrigerator that has overlay panels that match and looks the kitchen cabinets. The Sales Rep. told me the Monogram refrigerator was flush integration installation. He did not show me how it would be installed with the metal frame. He also told me I could return it at any time if I did not like it. The refrig was delivered mid-April, 2023. Cabinet maker could not install the door panels on the refrig properly to make them flush integration. For months I called and went to the store and asking for guidance for flush integration installation. Each time I explicitly explained the issue. Each time I was given wrong information. ** mgr ordered a special Trim Kit, he said this was needed for flush integration install. my cab mkr could not get this to work either. I went back to store again, mgr told me to call another installer. New installer said, he would install w/ metal trim, could not be flush integration.July, 2023. I went back to the store. This time the same sales rep that I ordered the refrig from showed me a Monogram refrigerator in the store that had metal frames and was told this is what I purchased and it could NOT be installed as flush integrated installation. I called the Store Mgr and Director of Stores several times over the months, leaving messages. Neither of these employees returned my calls. I sent a letter to the Co.'s CEO, who has also not contacted me. I want to exchange the refrigerator for a flush integrated refrigerator.

  

  Business response

  09/22/2023

  Hello 

  To better assist you pleae provide a copy of your invoice and or ticket number 

  Thank you 

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT I REPEAT DO NOT BUY APPLIANCES HERE. Honestly buy them at Best Buy, or from another small business but not here. 11 months ago we came to this Howard's and met with a guy who was the equivalent of a used car salesman. He upsold us on a refrigerator and dishwasher with the extended warranty saying that by spending more money we were going to have less problems. The refrigerator was delivered the next day- the dish washer not so much. We waited 2 months for the dish washer that the guy told us was definitely going to be in stock "in the next few weeks." I'm not an unreasonable person, if he had told us it would be two months we probably would have picked up a different dishwasher. He told us with the extended warranty that we wouldn't have to deal with the manufacturer, that we could just come in and see them- and having dealt with manufacturers before this was appealing so we spent the ridiculous prices on warranties. Well surprise surprise the refrigerator is now not working. We went to the manual, we did all the troubleshooting- the thing is broken. So I call Howard's since the extended warranty is supposed to cover 7 day service and guess what? Since it's only been 11 months- we have to go through the manufacturer. Now you can tell me I should have read the paperwork more closely and maybe that's true- but this sales associate also out and out lied to us and I am furious. Now we have to wait weeks for the manufacturer, we've lost hundreds of dollars in groceries and I'll spend a fortune eating out until our refrigerator can be repaired. Don't shop her- go literally anywhere else. If you do, don't buy the warranties- they're worthless. These guys are liars and they will do anything to get a sale. You will spend thousands of dollars for products that won't last a year and the customer ********************** will not care about you at all.

  

  Business response

  09/11/2023

  Hello,  to better assist you please provide address, phone number & ticket number related to the account. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty that promises ******************************************************** 07/16/17 which expired 07/16/23. when I called Howards on 7/16/23 they gave me a number to call so I can receive my 50% of warranty purchase price back, the person I spoke to said they would send me an email with information on how to receive my payment. I did not get an email from them so I called again on 8/9/23 and I was told they see my info and it will be taken care of. i still did not hear anything or receive and email from them. when i called back again on 8/21/23 I was told I was outside the 30 day window to receive my 50% back.please help me with this situation.

  

  Business response

  08/22/2023

  Hello BBB

  In regard to the customer complaint, this is a New Leaf extended warranty promotion, Not Howards  New Leaf is a 3rd party to Howards that services extended warranties, 
  The customer contacted New Leaf (they are in ***** ). My understanding is New Leaf checks to make sure the customer didnt have any ********************** on the unit, if the customer indeed doesnt have any Claims New Leaf will issue a Gift certificate for 50% of what they pay for the extended warranty on the particular unit, that gift certificate can be used only at Howards appliances.
  
   With that being said, this is not a Howards Promotion is New Leaf and under their terms and conditions.
  What we can do for our customer is to offer him a ********************** Gift Certificate for $75.00 as a token of appreciation,if he chooses to receive the Howards GC
  He needs to email ************************************** a copy of his Invoice and highlight the items his claiming
  Address and phone number related to the account
  And address to send the Howards GC
  The customer needs to be advised the process after I receive all the required information can take **** business days.
  
  Thank you
  
  
  Kind regards
    Rose G
  
  

*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. ↩