ComplaintsforS.K. Lavery Appliance Company

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a purchase the same day. Did not receive item. No refund was given. Several attempts to contact with no calls back.

  Business response

  06/19/2024

  I personally called the customer back At least 3 times to get her information and no one ever answered. We don't have her credit card number so cannot give a refund without it. I told her she could give the information to her sales person, does not need to wait for accounting staff.  She has been refunded as of this date.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ********** Range from SK Lavery in Nov. 2022 and purchased extended warranty. SK Lavery presented the warranty would allow SK Lavery to service the appliance. I Filed a warranty claim in Feb. 2024- the claim was approved by "**********" according the the warranty Provider *** (*** ***********) NOT SkLavery. *** ******* approved the claim however they are not able to provide a Repair service provider to repair my range. ***- promises an appoint was made however No ONE shows up to repair range. ***- provide bogus number to service providers in *******. I called SK Lavery and emailed for solution. The warranty cost an additional $500 - I have copies of receipts, emails, etc. Asking for SK LAvery to provide a NEW functional gas range to replace defective range- oven doesn't work. Needs new computer.

  Business response

  06/17/2024

  The customer purchased an extended warranty that is provided by an outside company.  The cost was $149.99, not $500 (see attached invoice).  We are one of a team of servicers that the warranty company (***) uses, but they assign the calls, we have nothing to do with it.  While I understand the customer has had a couple of problems getting to the customer to do the repair, I understand that she is currently scheduled with a local service company to provide the needed repairs.

  Customer response

  06/25/2024

  Good day,

  SK Lavery has not responded to my emails. The warranty company sent a repair company ****** **** to repair the range. However I received an email stating my credit card was charged. I did not authorized a charge nor should I need to pay one as I have a warranty which I was told covers the repair. SK Lavery did not respond to my email about the charge. Please see above. 

  ****** **** is scheduled to complete the repair on July 3.

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

   My ********** range is not working. SK Lavery appliances/warranty provider sent ****** **** to repair oven on July 3. Range tripped circuit breaker in kitchen when turned on, range tripped circuit break while just being plugged into the wall. I contacted ****** **** and SK Lavery they arranged another repair on July 11th. Same issue happened once again with stove tripped circuit breaker. Multiple outlets were tried with in the kitchen to see if the stove would trip different outlet. The range tripped multiple outlets. The repair provider suggested running an extension cord into the hallway on a plug that was not on a GFCI circuit. Federal code requires GFCI in kitchens. I contacted SK Lavery and the warranty provider . It is July 16th and I have been without a properly functioning range in my house for months. I am still waiting for a response to repair my range to work in the kitchen or replace the range with a new functioning one. 

   

  Best Regards,

   

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

  
  Sincerely,
  
  ********** ****

  Business response

  08/06/2024

  What information do you need?

   

  Business response

  08/09/2024

  We are not involved in this issue. The customer contacted the extended warranty company and they assigned a servicer to fix the appliance.   Any problems or complaints should be directed to the servicer assigned or the extended warranty company.  Thank you.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought washer dryer from vendor which was delivered on 5/10. 5/11, contacted vendor about faulty dryer. They sent out a technician who confirmed the problem. I then requested a replacement since this is a brand new dryer with issues from first day. The salesperson I spoke to was very abrupt insisting that the dryer be repaired instead of replaced. I demanded to have a replacement or total change of brand since I do not have confidence in the product. The fact that it is needing repair means it is a manufacturer error. This is within the first day. Very disappointed and now want my full refund and removal of appliances from my residence so I can deal with a fair and reasonable vendor

  Business response

  06/05/2024

  We are picking up both machines (despite there being nothing wrong with the washer and the customer charged back that through her card as well).  She isn't available to have the items picked up for another week.

  Customer response

  06/05/2024

  
  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.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently renovated our kitchen which included the sanding and refinishing of the oak floor. All furniture and appliances had to be moved out before this could be done. We ordered a new gas range and refrigerator from SK Lavery in *********** on 10/10/2023. On 10/30/2023 the new appliances were delivered. They used straps over their shoulders to carry the appliances into the kitchen. The refrigerator needed to be placed in between two sets of cabinets. We ordered an ice maker they needed to drop the refrigerator out about 3 feet from where it needed to go in order to install the ice maker. The hose hook up is on the back of the refrigerator. Once the ice maker was installed the refrigerator needed to be moved all the way into the space. At this time they did not put carrying straps on or put the refrigerator on a cloth or cardboard but pushed the appliance into place. After they left we noticed that this action had scratched the newly refinished wood floor. We contacted SK Lavery in *********** that day. I was referred to Will at the ********* Store, Will stated he would look at the pictures. Will stated he would be willing to pay for the repair of the floor. That we needed to have it done and send him a copy of the paid invoice. We had the repair done by *** ******** *** ********** in *********** The cost was $350.00 I sent Will a copy of the paid invoice on 12/09/2023. We did not hear back. I emailed will and asked him to confirm receipt of the invoice. Will did email back stating it had been received. After weeks of not hearing anything I reached out to the Vice President Renie. Renie returned my call and stated when she sees the invoice she would cut a check. I emailed her the invoice on 12/18/2023 and asked her to confirm receipt. To this day I have not heard back from anyone. Any Assistance would be appreciated.

  Business response

  01/25/2024

  I haven't seen the receipt and am happy to reimburse once I get it.  Can you call the office and I'll give you my email address so I can maybe get it that way more directly.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted SK Lavery for a repair in early September when our dishwasher stopped working due to a lightening strike (I informed them of this when I made the appointment). The technician came out 2 weeks later, spent 5 minutes at our house for a service call and we were charged over $100. The part for the dishwasher was back ordered and came in late October. The repair was scheduled for November 2. It was completed, cost almost $1000, and the dishwasher worked for a total of 5 days before we received the same alert on the panel again. We called again and they told us initially it would be another few weeks before someone could come out. We were offered $200 off the price of a new dishwasher if we wanted this in return for 2 months of waiting. They were able to get a technician out again and he claimed there was a different issue with the dishwasher, not the same problem (again, the panel error code was the same). We asked multiple times for a manger to call us back and this took several days. In the end, when he finally called, the manager stated that if this was a lightening strike, they shouldn't have attempted the repair (again, I told the receptionist this when I made the initial appointment). We wasted 2 months and almost $1000 for nothing. He again offered a discount on a new dishwasher and "maybe" some money back from the labor but were never heard from him again. We instead found a more reputable business to purchase a new dishwasher from and will never use SK Lavery again.

  Business response

  11/30/2023

  We responded to this complaint already

  Business response

  12/04/2023

   

  The customer contacted us requesting service, we provided a quote for repair, and they approved it.  At no time did they tell us the machine had had a lightning strike, because if they had we would have advised them not to repair it as other things may be wrong that aren't apparent.  Absent that information we ordered the parts, one of which was on backorder, and that is not in our control. It wasn't until they called back after the repair that we were made aware of the lightning strike.  We offered to get them a new machine at cost and that we could try to work with them on the repair bill, but they had already purchased another machine elsewhere.  If they had simply told us the whole story from the beginning none of this would have happened.

   

   

  Renie B****

  Vice President / Controller
  S.K. Lavery Appliance Company
  **** ****** ********* ********** **  ***** ************************* ************
  Your #1 Appliance Store

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

   

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:  

  SK Lavery’s receptionist WAS informed at the time I made the appointment in early September that this issue was likely due to a lightening strike.  I also let the technician know who came to give the estimate.
  

  At what point is it up to the consumer to know what type of repair can be done and what cannot?   Isn’t that up to those who repair dishwashers and can it not be determined when the dishwasher is looked at initially??   I feel this is just  an excuse on their part for their poor customer service.

  
  Sincerely,
  
  ***** ********

  Business response

  12/06/2023

  We understand your frustration.  We have no notation on any of our paperwork that there was a lightning strike, and it was only brought to our attention when the tech came back AFTER the machine failed following the replacement of the parts.  Had you not purchased a new product prior to giving us a chance to work this out with you we could have come reached a mutually agreeable solution.

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because a lack of notation on your paperwork or message from your technician after the initial visit is NOT a failure on my part, it’s a lack of documentation on your end.

  You don’t seem to understand the frustration as much as you claim to of having no working dishwasher for two months, dealing with your poor communication, having to call multiple times to speak to a manager and in the end, wasting $1000 for nothing but aggravation.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  0n 11/1/2022, my wife and I purchased a kitchen aid french door refrigerator from sk lavery,since our purchase we have had service tech come out four times, first fan stopped working in frig, second freezer door had to be replaced, third had to replace the rubber seal around both doors, now fourth time seL is leaking refrigerator is sweating inside everything is wet, we personally went to sk Lavery to complain but all they said was your warranty will cover it, call whirlpool thay keep sending tech out. Tech informed us they will not replace it just keep fixing,we paid $ 2,650 on this frig and it's less than a year old, told them I would like to get this replaced,.

  Business response

  11/01/2023

  This customer needs to contact the manufacturer if he wants a new unit.  We cannot "give" him a new unit.  The warranty states that the manufacturer has the right to repair the unit, and it is at their sole discretion to replace a product. We have no authorization to do so, but if he contacts the manufacturer (not the service tech) and goes thru the situation they very well may give him a new unit.  The proper chain has to be followed though.  There are also lemon laws in Connecticut that they may be able to pursue, again not something we could do for them.  While we sympathize with their situation the best we can do is point them in the direction where they may get help.

  Customer response

  11/01/2023

  
  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.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a SLATE ** refrigerator November 26, 2022. We received the refrigerator in December 2022. It was the wrong color, it was stainless steel. Called S.K. Lavery and left a message. Will, our salesman, called back. He said the best thing to do was order all new doors. We said ok. The doors finally arrived in February. Meanwhile, the water on the refrigerator has stopped working. Another call... Jose came out a few weeks ago from **. He said the button was the problem. He fixed while I was there. I went back to work, when I came home, water not working AGAIN!!! Called again, we received text that they would be at the house between 1-2 last Thursday. I left work again, no one showed up. We received a text, they were there at 3:30, no one was there. They cancelled appointment!! They are coming tomorrow...Mean while last Monday service man came to replace doors, new one was dented!! Called Will on Tuesday, left message for him. He finally called back on Wednesday, today. He was extremely rude.!!! He stated he did not order the wrong refrigerator! I explained that I have missed 3 days of work because of his mistake. He said again he didn't order the wrong refrigerator. I asked him, how did I receive a stainless steel one when I ordered SLATE. I asked to speak to his manager and Will said that would be him right now. I would like my correct refrigerator, I would like to have this refrigerator to work properly. I will be taking time out of work again tomorrow for the ** guy to fix the water again. I feel we should have a partial refund on this very expensive refrigerator. This was ordered in November, it still is wrong and not working properly. I do not wish to talk to Will again and I would like another associate from S.K. Lavery to contact us and just make this right! Thank you, ****

  Business response

  03/20/2023

  We waited to respond because we knew a ** technician was scheduled to go to the home to fix the water issue.  We contacted the customer this morning and confirmed that issue has been resolved.  We also notified them that we had already ordered another door for them and that it should be delivered to their home in a few weeks, at which time we will have our technician install it.

   

• Initial Complaint

  10/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  last November I purchased a refrigator from SK Lavery. When I purchased the refrigator I wanted an icemaker. I paid for an icemaker. when I received the refrigator. I did not have an icemaker. I was told that it was on backorder. A few weeks later they told me that the icemakers were recalled. I reached out to SK Lavery several times. When I called they were not very nice. I spoke primerly with Will C******. The service was not very good.

  Business response

  10/08/2022

  We do have an icemaker on order for this customer and it is still unfortunately on back order.  I have attached a copy of the information we are being given showing that currently there are 257 of these icemakers that are on order and have not been fulfilled.  I apologize to the customer if his salesperson was not nice to him and encourage the customer to contact me in the future.  My hope is that the icemakers will become available soon, however we don't have any real control over that.  Unfortunately there are still some supply chain issues with some of the manufacturers and we are doing our best to navigate that.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In June, 2021 we placed an order for a complete suite of appliances with SK Lavery. We understand the difficulties of back orders, however our biggest concern is we have gotten incorrect information over and over. In frustration we contacted the appliance ordering company SK Lavery uses--*** ******* ********* ***** ******. They told us that in their opinion, SKLavery does not show they have ordered our appliances. We have not been able to get any accurate information from SKLavery. We alerted them of this concern and again have not gotten an accurate response since we contacted them over a week ago. I have attached a complete write up that we sent to Alex our sales person at SK Lavery from my husband, Tim. We would like to receive accurate information about our appliances, have order numbers that we can follow up with ********* and get the appliances delivered. Attached you

  Business response

  09/30/2022

  We have the dishwasher and the hood liner at our warehouse and I believe the salesman has been in contact with the customer to let him know that.  His range and blower are both on backorder with a projected date of 10/28/22.  Note the dates we are provided by the manufacturer are not set in stone and thus cannot always be relied upon.  We do tell the customers that but I wanted to reiterate it here.

   

  We ordered the appliances for the customer as soon as we could.  As always we will let the customer know as soon as the products come in to our store.  We are doing the best we can in a sometimes difficult supply chain situation.

  Customer response

  09/30/2022

  
  Complaint: ********
  
  I am rejecting this response because the email they reference is the first communication they have attempted. Prior to this we have been calling and emailing them with no response. AND they have promised dates before and haven’t delivered. I would like to leave this open until the appliances are delivered. Also since they presented untrue information in their email I have concerns. We ordered the appliances in June, 2021 but the appliance group shows SK Lavery didn’t put in our order till much later. 
  

  Finally we asked for order numbers so we can track with ********* and they haven’t supplied them. 
  
  Sincerely,
  
  ***** *** *** ********

  Business response

  10/08/2022

  We are not in agreement with his rejection.  We have provided the information that we have access to.  I have never had a customer contact our buying group, and when we asked the principle of the group about it he said:

  "Our inventory department are specifically instructed to not provide consumers any member information and direct all questions back to SK Lavery or whatever member.
  
  It is my “guess” they identified themselves as SK Lavery at which time we would have shared information."

  That aside, as mentioned in our previous response, we have the dishwasher and hood and the customer has an appointment for delivery on 10/12/22.  Regarding the other items we have provided the current information as to when we are being told they will be in stock, but that can change, and we have no control over it.  

  The consumer is asking for an order number so they can "follow up with *********".  That is not how this works, even we don't contact the manufacturer, and the order number is not a number that we generate.  If the customer would like to cancel their order for the range and the blower we can refund any amount that would be left after the delivery of the appliances on 10/12/22.  

  I certainly understand and sympathize with the customer's frustration and do wish there was more we could do.  However there have been supply issues with ********* since the pandemic and they still seem to be in catch up mode.  We will and want to do our best for the customer and hope that we can work through this.

   

  Customer response

  10/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  As of today, they have delivered a hood and dishwasher. They should not cancel the order as suggested in their response. We simply want the remainder of the order to be delivered. It is our understanding they are receiving 22 ranges on 10/14/22. Since we have been told we are number 4 in the queue for a range, we anticipate our order should be fulfilled in the near future. However until the complete order is filled I would like to keep this case open. 

   

  Also, we could be happy to provide the contact name and dates of the conversations with New England Appliance Group. We never represented ourselves as anything but a consumer of SK Lavery in any of the conversations.
  
  Sincerely,
  
  ***** *** *** ********

  Business response

  10/15/2022

  If the customer wants to keep the complaint open that is up to them.  I only suggested that they have the OPTION to cancel the order since they seem so unhappy with us and thought they may be more satisfied by going elsewhere to get the balance of their order.

  I would like to go on record as saying that we, S K Lavery Appliance Company, did not tell them that they were 4th in line or anything similar.  To the best of my knowledge the order they were told would be arriving on 10/14 did not come in as it still shows as being a backorder for us.  This is what I was able to find regarding stock for the range:

  Outstanding PO's for item **********
  
  PO Number Quantity Expected Date Unit Name
  
  ******* 30. No ETA EA
  ******* 10. No ETA EA
  ******* 30. No ETA EA
  ******* 30. No ETA EA
  ******* 10. No ETA EA
  ******* 30. No ETA EA
  ******* 40. No ETA EA
  ******* 1. 10/28/2022 EA

  As previously stated, we can only do as much as the manufacturer provides.  We are trying our best to get the range for the customer.  It is frustrating on all sides that stock is not more readily available as this is not the service we want to provide either.

   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept. 17, 2022, I purchased a ****** * ****** refrigerator ($2,599) from S.K. Lavery Appliance store in ************ **. Salesman- Alex P*****. When the refrigerator was delivered and installed by Lavery's delivery men, they pointed out a dent in the freezer part door. They told me to take an electronic photo of the dent and email it to Mr. P***** which I did immediately. Mr. P***** said he would contact his service department to order another door to replace the dented one (P***** email 10-1-21), Hearing nothing, I physically went to the store on Nov. 5, 2021. Alex told me the door had been ordered. On February 7, 2022, I sent a tracked letter to the manager of the *********** store, Eric S****, detailing the above. I still have not received any communication back. I did offer what I would consider a fair resolution. I would live with dent in return of a $500 check for my compensation. Perhaps you could help me on this matter. This is the first time I have ever contacted the BBB on a consumer complaint. Thank you in advance for your time and attention to this matter.

  Business response

  03/07/2022

  We have been in touch with the customer and have agreed on a course of action.  This should be resolved by the end of the week. Thank you.

  Customer response

  03/07/2022

  
  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.
  
  Sincerely,
  
  ***** *******

*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. ↩