ComplaintsforPride Delivery and Installation

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a 3 yr old GE microwave that exploded (not under warranty). Called GE and they gave us a slight discount on a new one which we were assured was EXACTLY the same as the one we had. GE assigned Pride Delivery to deliver & install. We had no choice as to who did the job. 2 men came & promptly said that unit had to be installed higher than all the other microwaves (all GE) that we had in the past....due to a smaller bracket now being used. This was news to us. After men left we saw that the wall above the range had been chipped during install. Pride sent Joe out to take photos. Also reported issue to GE case #****************. Rec'd leter from Ken, Safety Director at Pride stating "the previous bracket did pull paint from wall but it was necessary to properly mount the replacement microwave". lst this makes no sense (per GE) and there is no bracket anywhere near where the chipped paint is.So we are to assume it was necessary for them to damage our home?? Extreme # of calls to GE and was told repeatedly Pride needs to take care of. We keep saying to GE you hired Pride. No one wants to take responsibility. Our kitchen was freshly painted last summer. This is an eyesore and should not have happened. Simply put - they were not careful. Even Joe from Pride who took photos called it a "sloppy job".Our painter gave me an estimate of $300 + $50 for supplies, paint, etc. All we are asking at this point is Pride send us a check for $350 so our painter can take care of the damage. No one cares. Terrible terrible company and quite honestly GE not much better considering they hired Pride but yet no one at GE knows who we could speak with there about a company they hired. Makes no sense. We are reaching out to the BBB in the hopes that you can help us get our wall repaired and re-painted. (FYI if anyone mentions Sedgwick Ins. after hours spent calling, etc. it seems they are the insurance company for other issues but definitely do not handle this type of claim)

  Business response

  08/05/2024

  Ms. ******-

   

  I apologize for your experience surrounding the replacement of your over the range microwave.  I have reviewed all claim details with my delivery team, site inspector and my claims manager.  While we understand your complaint and stance, we cannot take responsibility for your paint issue as there was no negligence or installation error as cause.  You new microwave called for my installers to remove your old microwave bracket in order to install your new bracket, per installation guidelines.  Your old microwave bracket was installed against new paint at some point, ore new paint was applied to your wall and was against the old bracket.  when the bracket was removed a small area of paint was stuck to the bracket and came off during bracket removal process.  In addition, installation instructions for your new microwave called for the new bracket to be installed higher than your old, causing a gap in paint and exposed wall under the bracket.

  Thank you- Chris *******

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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.]
  
  Regards,
  
  ****** ******
  
  

  We are rejecting Mr. ********* letter to the BBB because he makes absolutely no sense.  He states “your old mircowave bracket was installed against new paint”.  This did not take place.

  The most recent painting of our kitchen was last summer and at that time we were still using the original microwave.  Each time a new microwave was installed it was in the exact same place. If you look at the photos you can see a “thick” strip of paint directly under the microwave.  ***This was covered by ALL the other microwaves we have ever owned.

  The chip that was made by Pride is directly under that strip.   Note – we are not questioning the strip.

   

  Mr. ******* goes on to say “new paint was applied to your wall and was against the old bracket”.  Again, this is not the case.  When the new paint was applied it was definitely NOT over a bracket...........We have NEVER even seen a bracket under our microwave.  If a bracket was as low as the chip it would not have been safe to use.......it would have been too close to the range burners.   I spoke with our painters (who we have used for years) and they definitely did NOT paint over a bracket.  They couldn’t even believe I was asking such a question.

   

  It’s very sad that Mr. ******* will not take responsibility for what happened.  It is obvious he doesn’t take pride in the installation work done considering he is calling his company

  “Pride Delivery”.  Even Joe, the man from Pride who was here taking photos said it was a “sloppy job”.

  
  
  
   

  Business response

  08/09/2024

  I regret that Ms. ****** does not understand our stance and that our installers were not negligent in their installation of her new microwave.  With that being said, in order to satisfy, I am willing to reimburse $350 to repaint the wall behind MS. ******* stove.  A check will be cut and mailed to Ms. ****** on 8/15 to the address on file.

   

  Thank You-

  Chris *******, President

  Pride Delivery and Installation.

  Customer response

  08/09/2024

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I never said that the 2 guys who were here were "negligent".  It was an accident.........accidents happen.  However, when accidents occur, reputable companiesd don't put customers through the amount of stress that Pride Delivery has.  This was a very simple solution from day 1.   

  Also, I might suggest that Pride Delivery installers continue with the "tradition" of asking customers for a mug of water to test out new microwaves.  I've never had installers not do this until this past delivery.  Obviously, I ended up doing it myself after they left.
  
  
  
  ****** ******
  
  

  
  

• Initial Complaint

  12/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Issues 08-2021 Three of three appliances delivered were damaged! The delivery company Reliable/Pride (they changed names at some point - to Pride) sent two delivery men including one who never should have been delivering appliances. Everyone we talked to about this afterward asked who was on the delivery team and when we described him they all said , “Oh yea, ok, we understand now, This happens all the time with that guy”. To me this is negligence and never should have occurred because the company knew about the issues. The delivery team tried to use a dolly on each appliance (removing old and installing new) in a very tight space because the one delivery man was not capable of lifting and moving heavy or large appliances. The team lead, Nick, was visibly frustrated and upset at his partners issues… sadly I can not remember the other gentleman’s name. LIST OF DAMAGE - Foyer: Stairway woodwork, Several places. Woodwork Both sides. Both floor/chair rail. Walls North/South side. 2 Light switches and switch plate. Front door: Bottom, it can clearly be seen where the dolly damaged the aluminum. Side, Multiple dings, marks and dents, hit hard enough to break silicone. Garage door: Dent and scratch Appliances: Fridge - damaged so badly it was replaced. Range - Sides crushed Freezer - dented and scratched. Cost for front door repairs quoted at $350. They only offered $100 and would not accept a copy of the repair cost quote. Ken, their representative acknowledged when he inspected the doorway that the cladding was indeed new. Repairman sent didn’t complete repairs properly, I did after finding he replaced electrical switches incorrectly. I did not want him back in the house to finish the woodwork repairs - at this point we had enough of this company. I called Pride/Reliable Delivery several times to speak with Chris the owner. He was never there and messages were not returned.

  Business response

  12/27/2021

  Mr. ********,

   

  I apologize that I did not receive your message for me to follow up with your concerns.  Can you advise on the quote for repair you referenced and forward for my review.  Also if you can send pictures of incorrect repairs I can review and be in touch.

   

  Chris P******

  Customer response

  12/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ********
  
  
  

*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. ↩