ComplaintsforJessup's Major Appliance Centers

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently discovered the extended warranty they sell is worthless and fraudulent in our opinion. Our refrigerator was deemed "unrepairable" by the ********** Service Technician during the extended warranty period. Service Technician said someone from the warranty company or the dealer (Jessups) would be calling with information on the warranty claim. Two weeks went by and no contact from the Dealer or the warranty company (after I sent multiple emails to our salesperson). Dealer told me to call the warranty company, then the warranty company told me to call **********. I did all of those things and spent hours calling and emailing all parties involved in an attempt to get our warranty claim issued. We also put a $500 refundable deposit on our replacement unit to hold as stock running low. The Dealer and warranty company have done nothing to complete our warranty claim and deliver our replacement unit. We want the unrepairable unit removed, the replacement unit delivered and our $500 deposit refunded.

  Customer response

  07/29/2024

   
  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

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased many appliances for our home from Jessups. On 3/5/24 we called about our wine refrigerator stopped working. We were told that for any service/warranty issue just call them. Not the case we were told to call the warranty company. After many, many calls to Jessups and Epic warranty company we still dont have a resolution.We were told by Jessups we should get a new one. We have been told by managers at Jessups they will call back on multiple occasions they dont.So after about 50 days of calling we dont have anything.

  Business response

  05/16/2024

  Good afternoon,

  We have a replacement wine cooler on order for customer *********. We will notify the client today and to let him the estimated arrival time. We apologize for the inconvenience and the lack of communication. 

  Thank you,

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

  GM

  Jessup's Major Appliance Centers

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a refrigerator/freezer with an automatic ice maker on 6/10/24.from ******** Appliance. In July I received delivery of the incorrect item. The item delivered did not have an ice maker and the door had the incorrect hinge. I refused delivery. The deliverymen called the store. They informed me that they were told to leave the wrong one and that a new one would be ordered. In September The correct model was delivered and the delivery person pointed out to me that it was dented in two places. I refused delivery. I received a call the next day from the manager, ****, who asked if I would accept delivery if he does two things #1 $150 credit and #2 he would order a new replacement door. I agreed. It was delivered a few days later and installed. I was told by installer that I would have plenty of ice by nighttime. I have yet to get any ice, the ice maker has never worked. Since then multiple doors have been ordered and each one was dented on arrival. I have had at least three service calls to repair ice maker. Eight months later I do not have a working ice maker and I still have a dented door. I have made many calls of which the majority went unanswered. On 2/20/24 I received a call from the manager stating that he was going to give me a full credit and take back the broken appliance. I was told to stop by the store anytime to pick out what I wanted. I went to the store on 2/26/24 I went to the store and was told by manger that he could not honor what we had agreed to on the phone. I am frustrated and at this point and requesting a full refund and for ******** to pick up their broken equipment.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a GE Profile refrigerator on 4/6/23 which was delivered and installed by ******** on 4/11/23 in our brand new home. Upon delivery there was a dent on the door of the fridge which was replaced by GE warranty several weeks later. In early January of 2024 discovered fridge was leaking water internally. After pulling fridge out from the wall there was obvious water damage to the floor, kitchen cabinets, wood molding. I immediately shut off water supply line to fridge and contacted ******** who in turn contacted GE who sent out a repair person on 1/19/24. The issue was determined to be an internal tube for water supply line was not properly pushed in all the way at the factory. The repair person pushed the tube in and did not further inspect the fridge internally for further possible water damage. It was determined that this was factory default and our fridge was dumping water on the floor every time we used the water dispenser or when the ice maker was filled, so for over 8 months water was continually being dumped into the fridge and on the floor, We were referred to GE's insurance for the water damage and a claim was started. We had a remediation person inspect the damage, and a mold test was performed in the area of the water damage. Which tested positive for 3 different kinds of mold. As of this date it is determined to be over $15,000 in damages to our new home. This is not the end of the story. On 2/4/24 we noticed that everything in the freezer was beginning to thaw, and freezer was not holding the temperature. Turned the freezer to lowest temperature setting hoping it would refreeze. The following morning we awoke to massive amount of water on the floor and a freezer that was not working. We had to throw out well over $200 in spoiled food. Immediately contacted ******** and spoke with the manager *****. I advised him that I wanted a full refund and for the defective fridge to be picked up, he advised me that that was not going to happen. Unacceptable!

  Customer response

  03/06/2024

   
  Better Business Bureau:
  
  Shortly after filing the complaint with BBB I was contacted by the General manager of Jessups and was informed that Jessups would be issuing a full refund for the defective refrigerator and would make arrangements for the pick-up of fridge on 2/9/24. The full refund was issued to me on 2/13/24. As of now I do not wish to pursue this complaint any further. I appreciate BBB for keeping me informed throughout the process. Its a good feeling as a consumer to know someone has your back. Thanks Again!
  

  
  

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GE range from ******** Appliance. It was installed 11/21/21. On June 9 after cooking for several hours the stovetop stopped working. I called the warranty company and they sent another company, ******* Appliance repair, to service the stovetop. The repair person told me it was my cookware (the ones I have used since receiving the stove). I called ******** to see if they could get the warranty company to make a determination as to a repair or replacement and they said they would call. After the fourth call to ********, they said they would get back to me. No call. No call from the warranty company. This is the third week with no resolution. I would like this settled by the end of the week as it is not easy eating without a working stove.

  Business response

  07/07/2023

  Customer has been taken care of by service and extended warranty company has been contacted.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought our Frigidaire refrigerator from Jessups appliances. When it was delivered there was a dent in the front door. The delivery people told me from Jessups not to worry that they would order a new door for me. It would take about 3weeks. I said ok. Thinking that within a month or two Id have a new door. The unit was delivered on 12/31/2022 Now the store tells me that I should have sent the refrigerator back after the delivery people who work for Jessups said not to worry. Also the manager of one of the stores told me I should never have listened to their own delivery people. They know nothing!!I understand that it takes awhile to get parts but now Im looking at another 2 months. Every month they tell me another 2 months. I want a new refrigerator. Or a true date when I will have this fixed. *** asked to talk to the owner he could care less about customer service. Since Ive been talking with them my 2doors are off center one is higher then the other I asked to have a service person come out to fix. I was told no way!! That Jessups only takes care of things like this in first 3 months. Or there would be a fee. I asked with all the problems Ive had cant you send out someone to help me? NO I was told. Ive also purchased their insurance package. Doesnt seem to matter to them.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased extended service warranty from Jessups Appliance Center.It is a scam. Called them, they transferred me to **********, they on two occasions said they had made an appointment when they had not. Going on week 3 of broken dishwasher , no service, no follow through. Called Jessups again, get put on hold by service. Do not purchase service from this company.

  Business response

  03/10/2023

  Jessup's Major Appliance Centers saw that this individual was taken care of several weeks ago.  This individual has no reason to file a complaint against ******** with the BBB.  It seems these days that no matter how good you treat a customer they feel entitled to complain.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, we purchased an entire kitchen of appliances Fulgor Milano approximately with taxes and delivery $25000. They charged for delivery in the store at the time of ordering, so when the delivery was set up it was only the refrigerator, microwave and dishwasher. The stove was coming on another truck. When the other company set up for delivery they wanted cash at the time of deliver. We did not pay it and told them to get them money from Jessups, which they did cover. But we had to pay the balance in full for delivery even though the range hood was on back order. We were told October then November, and now December even though we have paid for it. We just need what we paid for please.

  Business response

  12/14/2022

  Customer picked up this hood from ******** location on 12/2/2022.  There should be no complaint.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Jan 7,2022 we ordered a full set of kitchen appliances through *******************, salesperson. We wanted ** Signature Series but **** assured us that if we ordered ** it would take a very long time to arrive and assured us that the ** Monogram, being from ********, would come much sooner, likely by March. We ordered the **s rather than desired the **. The dishwasher and cooktop came in without a problem, although not until May 19th. The refrigerator also arrived in May with a dented door. We waited 2 weeks for them to decide that it would be possible to replace the door, with replacement to arrive in a couple weeks. If we wanted a new refrigerator it could be months we were told. As of today (Oct 7th), we continue to wait for the replacement door-3 months later. Microwave arrived mid-July. We continue to wait for the wall oven, which is continually rescheduled each month since May. Last we heard, it shipped more than 4 weeks ago, and ***** told us we would have it within a week or two-now they can't seem to tell us when it will arrive here in FL from KY. A screenshot emailed from ***** shows an Order Date of 7.10.22, not the 1.7.22 date ordered! They also can't seem to identify when the replacement door will arrive. We have fully paid, including installation, for the damaged refrigerator and would have insisted on a new one had we known it would take this long. How can oven ship 4 weeks ago and not have any current tracking information-Jessups has no answers? I'm quite sure that if I ordered from a big box store they would know exactly when the **************** door would arrive. Knowing what I know now, I should have ordered the **s from another appliance or big box store all of which are overstocked on appliances. We are left to wonder if Jessups is giving our order to other customers? How is the order date July? Nothing they say is believable anymore. I want some honest answers & my full order delivered and installed! Are others having this experience with Jessups?

  Business response

  11/15/2022

  To Whom It May ********************************** be advised that the manufacturer and ******** personnel are all involved in trying to get this taken care of this complaint by customer ***********  The delay in the door is because of shortage in the material from the manufacturer.  I assure you that everything is being done that can be done.  Customer stated big box stores has this product, that is incorrect.  They cannot even get this product.

   

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

  Customer response

  11/30/2022

  Good afternoon,

  
  

  Thank you for your assistance with this matter. It is going to take more than 10 days for this to be resolved. While there have been a few more serious issues since my first complaint, now that the complaint has been filed I am getting more attention. In fact, the oven came in the same day that *** Jessups responded to this complaint. I would like to respond to something Mr. ********************** as he possibly didn't read my complaint fully, where the fact that the ** Monogram was not what I wanted, and that I bought it simply because I was told, by his salesperson, that I would get ** Monogram much sooner than the ** signature series that I really wanted. The possible fact that big box stores can't get ** Monogram is irrelevant. 

  
  

  That said, the damaged refrigerator that I agreed to take with a door replacement to come in 2 weeks (no discount was offered for this by the way)  was simply because I needed a refrigerator, a new one would me I wait another absurd number of months for it, and the ** techs examined it and said it was just a damaged door and the fridge itself works fine - but NOPE, not the case. The folks at Jessups are working to get me a replacement refrigerator now as the damaged one spilled a large amount of an unidentified oily substance all over my new hardwood floor and no one from ** seems to be able to diagnose what happened. I will provide an update once this is resolved. Thank you BBB for your assistance.

  
  

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

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horrible from the start, from sales to delivery, and follow-up. Bought whole new kitchen, 6 appliance, over $11,000. Were told they had everything in stock except ******, then a month later, they got the fridge, but nothing else. Fridge came, dented door, water in door not cold, fridge at 45 degrees for a week. Still have dented door, as two doors were sent, problems with those. Salesman sold what he chose to sell rather than respond to our descriptions of what we wanted, and we trusted him to guide us. Wrong. Delivery always a problem, OUR job to call Jessups constantly to see if appliances are there. **************** also messed up, doesnt communicate with Jessups. Asked to deal with manager, he assured me would make it right, and after that, could never get him on phone. There was NOTHING good about dealing with them. Bought stuff first week in July, oven was supposed to be delivered yesterday, no show. Then they called, coming today at 11am, called at noon to say they are on their way....maybe. HORRIBLE STORE, NO CUSTOMER SERVICE, LOUSY SALES, LOUSY DELIVERY.

  Business response

  09/23/2022

  To whom it concerned,

   

      This individual complaint has no merit.

   All the issues have been resolved with the exception of the refrigerator door, do to be replaced the 30th of September. If received from the manufacture as scheduled.

   ******** responsibility will be complete at that time. 

   

  Regards,

  ******** Major Appliances

   

  Customer response

  09/23/2022

   
  Complaint: 17915458
  
  I am rejecting this response because: dealing with ******** has been an awful experience. We had difficulty with the salesman, spoke to manager who assured us we could deal only with him, he was most often not available, directed back to salesman. We believe salesman sold what was best for Jessups with little attention paid to our needs/requests. Sold us discontinued fridge, top of the line oven, he clearly didnt care. Timeline of delivery was way off. The only thing that was prompt was phone calls to collect more money for upcoming deliveries. Horrible store, horrible service.
  
  Sincerely,
  
  *********************

  Customer response

  10/17/2022

  This verbal response was taken by BBB.

  The door was replaced on Friday October 14th
  
  

*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. ↩